unbelievably bad

I have been a platinum card carrying member since 1973
As a product manager at Citicorp Consumer Group, Amex was the gold standard
I have trusted that any service offered by Amex would have the same level of service and quality
this belief gave me confidence to buy travel insurance (977.98) on September 13, 2015
On Feb 1, 2016, the death of my mother used us to cancel our flight reservation
We notified Amex Assurance supplying the required documentation in a timely manner and expected to receive the $14949.16 less the $977.98 insurance fee.
One month later we received $489.00 !!
United claimed the ticket remained valid for one year from date of purchase. I offered United every form of affidavit declaring that we had no use for such a large credit and expected a refund.
neither the Platinum card staff nor the Assurance staff could be entreated to intervene in our behalf.
Again, neither department would help.

I gave up.

I assumed that your focus on service would have a prompted follow up date for the continuation of this exasperating process on 9/13/16 , one year past the purchase date
No such notification came.
Realizing that I had purchased a product from an organization without any form of follow up or sense of customer service, I initiated a call on September 24.

Again on oct 10, I repeated my inquiry. At that time i was informed that a review was begin oct 9

I will certainly never buy such a product from Amex.
the quality of the brand has greatly diminished