TWG Innovative Solutions

I am a Fidelity FIA Card Services American Express customer with a claim for a broken tablet. The tablet was damaged within a month of purchase. I filed a claim by postal mail with TWG Innovative Solutions and after 4 month I called, since I did not hear back from them. They claim they asked for additional info by email which I never received. I asked for proof for them contacting me and they did not have it. So they closed the claim and cannot reopen the claim. When I told them that this makes the use of the American Express Card mute, since the benefit claims are circumvented, they said, they are a 3^rd party provider and I can take up my complaint with Fidelity/​FIA Card Services American Express. Unfortunately at Fidelity/​FIA Card Services American Express I had only a sympathetic operator, who could only refer me back to the 3^rd party provider. So the card benefits look great but are useless. They waist your time and find a way to stick the loss to you.

Provide purchase protection for Fideltiy/​FIA Card Services American Express. They are worthless. Denied my claim to recoup my deductible (my regular insurance paid the amount over the $ 500) for the items stolen after I was robbed. No matter what I did, they would not help me. I am going to reevaluate what cards I have that use them, and stop using them.

rejected my claim for an extended warranty after I sent in all the documents they requested several times. they keep asking for more and more, until 180 days had passed and then stated that the time for submitting a claim had passed.
total jerks!

Terrible trap for extended warranty program!
Filed a claim for extended warranty to cover repair cost for my phone. Was asked when the phone was broken. I said:” It started to become non-​responsive sometime in February, and let’s just say Feb 1^st”. Didn’t realize this is a trap question. Later received a claim denial letter saying the date of loss was Feb 1^st, and when I filed the claim it was beyond 30 days from date of loss. Well, when I said Feb 1^st, it was very clear a rough estimate! Maybe you should clarify that this date is important, and provide the exact date instead.

They rejected a mere $ 58 claim on a camera. They will do everything imaginable to deny your claim: They said the problem cannot be pre-​existing nor can it be caused by damage. What other scenarios are there then? (the repair shop only estimated the cause MAY have been from being bumped). They also tried to reject the claim because my entire credit card numbers were not printed on the credit card statement. They finally backed off with that request when I told them that for security purposes NO financial institution prints the entire number on the statement.
I agree with the other commenter that TWG is a scam and I will let their contractor Citi Card know about it. Right now I am filing a complaint with the California Department of Insurance and may ultimately sue them in Small Claims Court for not only the pittance of $ 58, but the back and forth hassel with these shysters.

I would NOT use a Credit card that uses this company for warranty processing.
I was denied stating that I did NOT file the claim within a 30 day window.
I see bad reviews about these guys online and in other Forums.

They would not pay my claim because I used a coupon/​gift card when I made my purchase. Even though my purchase was way over the amount they cover.
Complete SCAM!!!

This company seems to do everything possible to thwart payment for any warranty claims. This certainly does not stand up to AMEX standards. I have been in the process of requesting $ 80 for a tablet claim and, so far, I have faxed about 50 pages of information to them which costs me and them lots of wasted paper and monies. At least they do contact me via email, but you cannot submit anything to them as a PDF or similar. I am going to contact AMEX and see if they have had complaints about how their customers are treated by this company.

Good Luck getting any claim through this company. They keep requesting information; for example you must have original warranty papers, original receipt. After providing all the information requested they informed me that I did not have enough information to settle the claim. This has been a 2 month process!!! A complete rip-​off !!!

Had a Discover Card travel claim denied despite the admission by the customer service representative that i technically qualified. These people have clear goals not to help their customers… there must be a white board in an office somewhere with competing claims denied totals. Miserable attitude and service. I called Discover, who acknowledged my claim and took care of it. Avoid these people if you can…

Extended Warranty for American Express Credit Card
1) Will give you some hassles before you get your extended warranty service.
2) Can e-​mail you documents, but claim to not be able to accept e-​mail on return documents.
3) When you fax in your documents, they will say it is not legible. So don’t even bother faxing in, you might as well just print out the documents and mail them back.