Russell Dennett sent a message to Kenneth Chenault that said:
I am a platinum member and have been with Amex for 40 years, for the first time I had to use your travel Ins and I checked with Amex before my trip re the Ins but to my surprise I found using your insurance almost impossible, you need to change the way you do this and I have been trying to talk to someone in management but I find you all hide very well as if the doors of the management team are all closed, we pay enough so we should me able to speak to someone in authority.
