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Rogers Bank World Elite Mastercard Insurance Claims Experience
July 6, 2023
8:22 am
Wrayzor
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Does anyone have any experience with making claims for any of the insurance benefits that come with the Rogers Bank World Elite Mastercard? I'm most interested in the Rental Car and Emergency Medical coverage.

It may be that all World Elite cards have the same coverage/insurer. I'm especially looking at the Rogers Bank version, but experience with claims with other issuers of the same card and benefits would be of interest as well.

July 6, 2023
12:59 pm
Loonie
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I have no CLDW claims experience with any of them but can advise that you check whether the insurance is "primary" or "secondary" .
You want primary. SEcondary means they can claim first against your pesonal insurance, which creates a claimas history that you don't want. If it's primary, that means it's their problem, no claims history.
At least that is my understanding.
Odds are high, especially with a "free" card, that it is secondary. In general, you are more likely to get primary with a card you pay for but we have not rented a car in a long time and I am not up to date.
You need to read the actual policy; don't depend on CSRs as they probably don't know and may not be willing to admit it. With some card companies, it's hard to get hold of the policy before you apply and get the card. If necessary, you can ask to be referred to the insurance company that underwrites the policy; they will know the answer.

I don't know what the implications are if you don't own a car and therefore have no car insurance for them to claim against. Perhaps it then becomes their sole responsibility.

July 6, 2023
2:14 pm
Wrayzor
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Thanks Loonie. Good advice. The Certificate of Insurance doesn't specifically mention primary vs secondary coverage. Just that the copy of the policy may be requested - which is where the details reside, I'm sure. I'll have to see if that provides further info. I do have an auto insurance policy, so that is of importance to me.

My only experience with a claim for a rental car was in Ireland many (20+) years ago. (I don't know if CDW was included with the rental then or not - it supposedly is now). I had knocked off a side mirror and scraped a fender. I submitted a claim through my then credit card issuer. When I returned the car and mentioned the damage, the rental car agent just pointed to a corner of the office for me to drop off the side mirror with a pile of others (like it happens several times every day and no big deal). Never did hear anything back about the claim and was not charged anything additional. Maybe the CDW was already covered with the rental and I was unaware.

I don't want to focus on car rentals - the medical coverage (especially in the US) is probably a more significant benefit, if it's real.

July 6, 2023
3:02 pm
Dean
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.
Good idea about requesting a copy of the policy ... it's the only way one can get the 'Full Scoop'.

Fortunately, they're a Lot easier to read these days, as they're now all written in common language, with very little legal jargon.

    Dean

sf-cool " Live Long, Healthy ... And Prosper! " sf-cool

July 6, 2023
3:05 pm
Norman1
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The certificate of insurance for the Rogers World Elite Mastercard is available through the link in footnote #3:

3. Insurance benefits included with the Rogers World Elite Mastercard are underwritten by CUMIS General Insurance Company, a member of The Co-operators group of companies and administered by Allianz Global Assistance, which is a registered business name of AZGA Service Canada Inc. Coverage is subject to conditions, limitations and exclusions, including a pre-existing condition for certain benefits as well as the requirement to charge the eligible expenses and/or items to the Rogers World Elite Mastercard. For full terms and conditions, please refer to the certificates of insurance at rogersbank.com/coverage

At the top of page 17, it says the rental car collision/damage coverage is secondary.

July 6, 2023
3:54 pm
Briguy
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Norman1 said
The certificate of insurance for the Rogers World Elite Mastercard is available through the link in footnote #3:

3. Insurance benefits included with the Rogers World Elite Mastercard are underwritten by CUMIS General Insurance Company, a member of The Co-operators group of companies and administered by Allianz Global Assistance, which is a registered business name of AZGA Service Canada Inc. Coverage is subject to conditions, limitations and exclusions, including a pre-existing condition for certain benefits as well as the requirement to charge the eligible expenses and/or items to the Rogers World Elite Mastercard. For full terms and conditions, please refer to the certificates of insurance at rogersbank.com/coverage

At the top of page 17, it says the rental car collision/damage coverage is secondary.  

I looked at it, and it says its only secondary if you have primary coverage, otherwise it serves as primary coverage.

Coverage under this certificate of insurance is secondary to any other coverage you may have, but becomes primary in
cases where there is no other applicable coverage.

July 6, 2023
4:24 pm
Nehpets
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administered by Allianz Global Assistance

Poor customer service, incompetence of CSRs, inordinately long wait times on hold and unreliability of claims being correctly processed by Allianz have been a significant problem for several years, as they have had contracts like this with numerous Canadian providers.

I have had first hand experience with several different types of claims that I had to have processed by this outfit.

Stephen

July 6, 2023
4:31 pm
Briguy
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Nehpets said

administered by Allianz Global Assistance

Poor customer service, incompetence of CSRs, inordinately long wait times on hold and unreliability of claims being correctly processed by Allianz have been a significant problem for several years, as they have had contracts like this with numerous Canadian providers.

I have had first hand experience with several different types of claims that I had to have processed by this outfit.

Stephen  

I've heard that AMEX gives good service on their car CDW claims.

July 6, 2023
9:21 pm
Loonie
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You might check with your own car insurer to see if your coverage could be accessed to cover a rental.
If it can, then Roger's is clearly secondary to that and they will ding your insurer.
The reason I suggest contacting them is because there is a waiver that you can purchase with your car insurance that allows it to cover other cars. Most people don't buy it, I gather, and may not know it exists although it's cheap - used to be about $30, not sure now. What I'm not clear about is whether this waiver would be necessary for the rental company to bill your insurance.

Another way to get a recommendation about CCs is to chat up staff at a local car rental outlet when they aren't busy, especially a manager or someone who has worked there a while. I can assure you that they do know which cards are best! I used to rent tons of cars and got to know the staff and have discussed this with them. They know because they have to deal with the irate customers who find their CC insurance is no good - and also with the ones that are satisfied.

I can't say much about the medical insurance. I wouldn't trust it though. I read some good advice once to the effect that you should always buy travel health insurance from someone who is licensed to sell insurance, which CCs don't provide. (I realize it's not exactly a purchase but the principle applies.) If licensed, they are under some sort of obligation to be honest with you - no doubt somewhat loosely defined but better than no obligation at all. The details of the policy really matter - note both exclusions and pre-existing conditions clauses as well as age and duration limits. What happens if you get stranded somewhere? (not so uncommon these days); can you buy an extension or are you simply cut off?

I have a suspicion that Allianz may have cornered this market. I think it was them I had to deal with a couple of years ago on an Extended Warranty on a computer from CC purchase. They did pay up, about $1000 so I was happy about that, but dealing with insurance companies is always nervous-making.

July 7, 2023
7:43 am
Wrayzor
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Thank you all for the input. It's very helpful. I knew I'd learn some new things by asking the question here. I've also re-learned the old advice of RTFM, or certificate in this case. I skimmed the preamble so didn't see the secondary coverage condition. A simple search would have found it easily (thanks Norman1 for doing my work for me).

I see the Purchase Protection is also secondary, which makes the loss/damage coverage of no value if you have home insurance.

I do have the non-owned automobile coverage on my policy. Bundled with several other optional coverages (loss of use, etc.), it's costing me $75.

July 7, 2023
11:12 am
Loonie
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Hmm. Sounds like the Rogers CC insurance is worse than useless as it inspires false confidence. That's about what I expect from a free card though.

It may be worth your while to look around for a fee-based card that gives you what you want. I haven't looked at ours for a while as we don't rent cars right now and don't travel, but it's a BMO card and we DID get reimbursed for extended warranty fairly recently.

My personal opinion, having looked at some policies in the past, is that I would restrict my search to cards issued by the big banks.

Some other free but unsolicited advice: don't make a claim on your home insurance for small amounts. Your insurance can be cut off after X number of claims, regardless of size. A friend of mine who worked for a big bank in management and was very aware of their policies advised me that you should basically only claim for major events like fire etc. We made a relatively small theft claim about forty years ago and the insurance company still mentions it from time to time. It seems it never gets erased. Claims on credit card policies are OK though because they are not technically insuarnac.e - at least that is my understanding

July 7, 2023
9:51 pm
Norman1
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The coverage from the Rogers Bank World Elite Mastercard is insurance. The coverage is from group insurance policies from the CUMIS General Insurance Company.

Rogers Bank is not paying the claims itself after Allianz Global Assistance takes in the claims and adjudicates them.

July 8, 2023
11:58 am
Loonie
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My understanding from talking to various people in this field is that you are not getting insurance on the car rental when you acquire this card. That's why they call it a "waiver" ("Collision Loss Damage Waiver", CLDW). Yes, there is an insurance company behind it but you are not getting insurance per se. You would not have access to whatever forms of appeal are open to those who buy insurance, there is no liability coverage, and you as a driver are not individually rated by any insurer, all of which are standard with car insurance, at least in Ontario. This is why I said it is "technically" not insurance. It may be that the CC company has contracted with an insurer to cover cost of collision loss damage on all rentals by card holders on a secondary or primary basis, however
I can't comment on the other forms of CC 'insurance" as I don't know if they qualify as insurance; they may.

July 8, 2023
12:38 pm
Nehpets
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Allianz Global Assistance takes in the claims and adjudicates them

Although not directly related to main topic of this thread, a further insight regarding Allianz might be of interest.
apologies for creating thread drift

As a Sun Life group policyholder who endured the inept handling of several of my claims (alluded to earlier) administered by Allianz under contract to Sun Life, it has been posted on the Sun Life site that Allianz has been replaced by Global Excel effective July 1, 2023 to administer Sun Life out of Country emergency medical insurance.

FYI, after escalating my issues to senior management within Sun Life, the inept handling of my claims by Allianz were all reversed and processed according to the benefits for which I was always entitled.

Stephen

July 8, 2023
9:20 pm
Norman1
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Loonie said
My understanding from talking to various people in this field is that you are not getting insurance on the car rental when you acquire this card. That's why they call it a "waiver" ("Collision Loss Damage Waiver", CLDW). Yes, there is an insurance company behind it but you are not getting insurance per se. …

That's not correct. There is insurance. The coverage offered by the credit card is called "insurance" and not a "waiver". That's because no-one is waiving anything.

The people you spoke with are confused. They are confused between that collision loss damage waiver (CLDW) offered by the car rental company and the insurance provided by certain credit cards and sometimes by the car renter's own car insurance.

If renter agrees to pay extra per day for the CLDW from the car rental company, then the rental company will waive its right under the car rental agreement to hold the renter responsible for damages to the car. That's why the CLDW fine print says the CLDW is not insurance. It's just the rental company agreeing to not enforce certain of its rights under the rental agreement.

If renter declines to pay extra for the CLDW, then there is no waiver and the rental company will continue to have its right under the car rental agreement to hold the renter responsible for damages to the car. It is then up to the renter whether he or she pays for any damages out of pocket or obtains insurance coverage for such damages.

July 8, 2023
9:57 pm
Loonie
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It's a long time since i rented a car but I used to rent them almost every week for several years, so I suppose things may have changed.
However, I don't see how a driver can be "insured" when said driver is not rated, etc.
If it weren't so much bother, I'd look up our current CC policies as we still have the same card we used to use. I gave up driving a few years ago due to poor vision.

I did, by the way, once have a few hundred dollars damage on a rental car about 30 years ago. I felt uneasy about the CC policy for no logical reason, just a little paranoia, and opted to pay it myself. That was one of the occasions when I discussed this extensively with various employees.

July 9, 2023
8:20 am
Norman1
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An insurer doesn't have to individually rate each cardholder as a driver to insure the cardholders for damage to the cars the cardholders rent.

The insurer can charge the card issuer an averaged premium for the group of cardholders. Insurers do that all the time for employee group life insurance policies.

March 6, 2024
12:32 pm
Loonie
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Wrayzor said

I don't want to focus on car rentals - the medical coverage (especially in the US) is probably a more significant benefit, if it's real.  

Watch for age limits on the medical insurance. Most expire at 65; some at 75. Also, see if there is anything about "pre-existing conditions", and check under the section on "exclusions", if any.

Yes, it can be difficult to get hold of the actual policy. I remember seeing one once where they said you could view the policy at such-and-such office but could not have a copy! I hope it doesn't get to the point where they all act like this. It ain't worth the paper it's not printed on!

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