AMEX card has limitations

AMEX cards issued in Indonesia have many limitations that you may not be aware of until you are denied a claim. My daughter is a supplementary AMEX cardholder and so are my two other children who are residing and studying in the U.S. I gave them these cards as a protective measure since I was confident that AMEX is, as it proclaims, one of the most comprehensive credit card companies.

But that confidence has eroded. My daughter recently rented a car and paid for it with her AMEX card and opted for automatic insurance by AMEX. When she returned the car, it had a small chip on the bumper and consequently, she was charged for it. The car rental attendant, however, assured her that the cost for the repair will be paid for by AMEX. She filed her claim with the San Francisco AMEX office. The AMEX office there agreed that the claim for damages was legitimate but that my daughter would have to file the claim in Indonesia, since this was where her card was originally issued.

She did as she was told. Much to my surprise, however, AMEX Indonesia refused to cover the damages because as Ms. Tandiana Crombie (Cardmember Enquiries Team) stated in her letter "this claim privilege does not apply to Indonesian Cardmembers."

Upon clarification with Ms. Agustina Nugraha (Team Leader, Customer Services), it is policy that an AMEX issued in Indonesia will only cover those items that are specifically stated in the information pack that you receive when you become a member.

I wonder what other privileges that you assume are automatic are not covered by "AMEX Indonesia"? This double standard makes it hard to believe that there is any truth to their ad that proclaims, "Don't leave home without it"? After all, is it practical to call "AMEX Indonesia" when you are abroad to find out if your card entitles you to a privilege that is automatic in the U.S.? Maybe AMEX should not call itself American Express International, Inc -- "AMEX Indonesia" would be more appropriate. By affixing Indonesia after AMEX, the cardholder is made aware that the card has an Indonesian character and could have limitations, as in fact, it has.

NORA M.

Jakarta