Coronavirus – Frequently Asked Questions
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Frequently Used Tools
I need to make a claim related to an insurance coverage offered for my card. What should I do?
The online claims portal is an easy and fast solution to submitting a claim. If you would like to make a claim online, please visit the RSA claims portal. Once submitted, you can also track the status of your claim through the portal.
What insurance coverage does my Card include?
For questions about the insurance benefits on your Consumer or Small Business Card and to view the Certificates of Insurance, please visit our Insurance page.
For questions about the insurance benefits on your Corporate Card, please visit our Customer Center and select your Card under the “Card Benefits” tab to view your Certificates of Insurance.
I want to travel despite government guidelines advising against it. Does my insurance cover this?
In light of the World Health Organization declaring COVID-19 a global pandemic, the Government of Canada continues to have a formal travel advisory in place limiting all non-essential travel outside of Canada. However, the decision to travel is a personal one. In a rapidly changing environment, understanding your insurance coverage can be important.
For questions about the insurance benefits on your Consumer or Small Business Card and to view the Certificates of Insurance, please visit our Insurance page. For questions about the insurance benefits on your Corporate Card, please visit our Customer Center.
For more information regarding insurance coverages while travelling, visit the RSA FAQ page. We also encourage you to regularly visit the Government of Canada’s Travel Advice and Advisories page for the most up to date information.
I am enrolled in the optional balance protection insurance on my Card. Am I eligible to claim?
You may be eligible to claim in times of need such as job loss, illness, injury, or death. For more information about the coverage available to you, please refer to the certificate of insurance you received in your welcome package. If you would like to file a claim or check your claim status with our insurance provider, please visit the Assurant claims portal. Insurance is provided by American Bankers Life Assurance Company of Florida and American Bankers Insurance Company of Florida.
My travel/accommodation/event booking has been cancelled. Can I get my money back?
Many travel and event providers have been extremely flexible in these unprecedented times. Please contact the travel or event provider (travel company/hotel/event organizer) first, and they will be able to provide assistance. Reviewing the Terms and Conditions of your booking may also help you have informed conversations once you’ve reached them. Visit our Coronavirus (COVID-19) Travel Planning page for more details on airline, hotel and car rental policies.
I redeemed Membership Rewards points for my travel/accommodation and it’s now cancelled. Do I get my Membership Rewards points back?
If you used your Membership Rewards points to redeem for travel through Amex Travel or Used Points for Purchases, refunds will appear as a credit from the merchant on your statement. We do not refund Membership Rewards points redeemed. For more information about Membership Rewards, please visit: www.americanexpress.com/canada/exploremembershiprewards
How can I manage a booking I made through American Express Travel?
We understand that your upcoming travel plans may be changing due to the recent COVID-19 outbreak. As you consider your options, we’re here to help you. If you need to make changes to an existing reservation, you can easily review our COVID-19 travel planning page.
Please call the number on the back of your Card to speak to a customer service representative about the options available to you. If you made a booking through American Express Travel Online and need to change your travel plans, please call the number listed on your booking confirmation email or visit our Contact Us page.
I heard that I can now get a refund for my Air Canada ticket and would like to request one. (updated June 11, 2021)
Air Canada is facilitating the refund process, and you will need to visit their site to request a refund from them directly. Our understanding is that you will have until July 12, 2021 to submit a request for a refund through their website. Once they process the refund it will be credited to your account. It may take up to 3 billing statements for your refund to post depending on your billing cycle. Click here to visit the Air Canada Refund page.
How do I know which lounges are open during this time?
The status of lounges can be found on Lounge Finder.
Where can I find more information on how my Aeroplan account/points are impacted?
More information can be found on Air Canada's website.
How is Air Canada handling travel redemptions given the coronavirus (COVID-19) situation?
You can visit Air Canada's website for more information.
Where can I learn more about existing or new Air Canada reservations?
You can visit Air Canada’s website to learn more about existing and new reservations.
Where can I find out which Air Canada Maple Leaf Lounges are open?
You can visit Air Canada's website to find out which Air Canada Maple Leaf Lounges are open.
Will the expiry on my Annual Free Night Award be extended?
Effective December 2021, eligible Marriott Bonvoy American Express Cardmembers who currently have a Free Night Award (FNA) with an expiration date between January 3, 2022 and June 29, 2022, will be able to redeem it through June 30, 2022. Certain hotels have resort fees. Subject to the Marriott Bonvoy Program terms.
Do I need to do anything to extend my Annual Free Night Award expiry?
No. Marriott Bonvoy American Express Cardmembers do not need to take any action. The system automatically completed the updates and should be reflected in your account..
Will my Elite Status be extended?
Yes. Members who earned Elite Status in 2019 or 2020 received an extension of their Elite Status to February 2023.
Where can I find more information on how my Marriott Bonvoy program benefits/elite status/points are impacted?
Marriott will keep you updated on all loyalty program changes through the Marriott Bonvoy member benefits website.
Where can I find more information on Marriott International’s response to COVID-19, including their cancellation policy?
Please visit Marriott’s COVID-19 Travel Update page for the most up to date information.
Is American Express still offering access to events?
As a precaution due to the health concerns arising around the world with COVID-19, many events have been postponed or cancelled for the time being.
What happens to tickets that I have bought through American Express Front Of The Line?
If you already have tickets in hand for a third-party event, please check online at the ticketing issuers site to see if your event has been postponed or cancelled. In the case of the event being delayed, please hold on to your tickets as the same ticket may be valid for a future date.
Ticket Issuers: Ticketmaster – ticketmaster.ca | Mirvish Productions – mirvish.ca | Broadway Across Canada - broadwayacrosscanada.ca | Evenko - evenko.ca
I’m expecting mail from American Express. Has there been any change to delivery service?
Due to COVID-19, there may be a delay in outgoing mail from American Express. This could impact deliveries for new, renewal or replacement Cards, Paper Statement deliveries and gift card and merchandise redemptions made from the Membership Rewards Program. Please note for merchandise and gift card redemptions where a signature would normally be required, signatures may not be requested upon delivery at this time.
How can I get in contact with American Express?
We strongly encourage you to use our digital tools for self-servicing. You can access your accounts online and by using the Amex App at your convenience.
For travel queries, please contact the provider directly.
For questions about the insurance benefits on your Consumer or Small Business Card and to view the Certificates of Insurance, please visit our Insurance page.
For questions about the insurance benefits on your Corporate Card, please visit our Customer Center.
For more information regarding insurance coverages while travelling, visit the RSA FAQ page.
If you would like to make an insurance claim online, please visit the RSA claims portal.
For urgent requests, please call the number on the back of your Card.