Not sure if things have changed at AMEX but so far it hasn't been smooth at all. My laptop died, so I filed a claim and submitted an invoice from the first "Laptop Repair" that popped up in google. Apparently that is no longer good enough and they now would like me to go in person, drop the machine off, pay for another estimate etc etc. I would be more than happy to just ship AMEX the machine but apparently that's not even an option so far. So just a heads up, it seems they've become more of the typical insurance company, lined with red tape.