Status: checked against official sources; automated independent review
GUIDE
How to file a purchase protection claim
For a purchase protection claim, American Express separates the terms for a specific product from its Membership Rewards terms: it says its Membership Rewards terms relate only to the rewards programme and that terms and conditions for a specific product are in the separate document or documents received at enrollment. [4]
Facts checked: 18 October 2026
Key takeaways
- American Express says its Membership Rewards terms relate only to the rewards programme and that terms and conditions for a specific product are in the separate document or documents received at enrollment. [4]
- A flight booked with frequent flyer miles is not charged to the card, so the insurance and other benefits that apply when a flight is charged to the card do not apply to it. [3] [4]
- American Express says most customer concerns can be resolved by calling its Customer Service Department at the number listed on the back of the card. [4]
Where do the rules for a claim come from?
American Express publishes its Membership Rewards Program Terms and Conditions as an agreement covering the rewards programme, and says in them that these terms relate only to the Rewards Program. [4] For terms and conditions related to a specific product, it refers card members to the separate document or documents received at enrollment. [4]
American Express also reserves the right to make changes to the rewards programme and to add to or change its terms at any time. [4]
Which purchases sit outside a card benefit claim?
Flights booked with miles. American Express states that if you book a flight using frequent flyer miles, the booking is not charged to the Card Account, and that as a result you do not receive the insurance and other benefits that may apply when you charge a flight to the card. [3] [4]
Tickets and gift cards taken as rewards. Where a reward redeemed with points is a ticket or a gift card, American Express says that it and participating brands are not responsible for replacing lost, stolen or damaged tickets or gift cards. [4] Gift cards have no cash value, cannot be exchanged for cash, and you cannot get a cash return for any unused amount unless the gift card itself says otherwise. [4]
Retailer returns. When you return a purchase you paid for with an enrolled product, American Express says the statement credit you receive will cause a corresponding deduction of the points you earned on that purchase. [4]
How should you prepare before you call?
American Express says most customer concerns can be resolved by calling its Customer Service Department at the number listed on the back of your card. [4] Its Membership Rewards terms also direct card members to the separate document or documents received at enrollment for the terms and conditions related to a specific product. [4]
Exceptions and limits
- A flight booked with frequent flyer miles is not charged to the Card Account, so it does not receive the insurance and other benefits that apply when a flight is charged to the card. [3] [4]
- Tickets and gift cards redeemed with points are not replaced by American Express or participating brands if they are lost, stolen or damaged. [4]
- Rewards programme terms can be added to or changed at any time. [4] The card product terms sit in a separate document from the rewards terms. [4]
Frequently asked questions
Does a flight booked with miles receive the insurance and other benefits that apply when a flight is charged to the card?
No, on American Express terms: a flight booked with frequent flyer miles is not charged to the Card Account, so it does not receive the insurance and other benefits that apply when a flight is charged to the card. [3] [4]
Where do I find the rules that apply to my card?
In the separate document or documents received at enrollment for that card product, which American Express distinguishes from its Membership Rewards programme terms. [4]
Who do I contact with a customer concern?
American Express says most customer concerns can be resolved by calling its Customer Service Department at the number listed on the back of your card. [4]
Are tickets or gift cards redeemed with points replaced if they are lost or stolen?
American Express says that it and participating brands are not responsible for replacing lost, stolen or damaged tickets or gift cards. [4]
Sources
- American Express Membership Rewards Program Terms and Conditions (US), rewards and transfer sections, checked 18 October 2026
- American Express Membership Rewards Program Terms and Conditions (US), full programme terms, checked 18 October 2026