Here is a weird one. My son was flying and his baggage did not show up at the destination. The cc printed policy showed a $1,000 policy. I had checked online to make sure an independently traveling child would be covered (since this had happened to me before on a different card where my son was not covered) before I had purchased the ticket with this card and checked on line again to confirm. Then I called the company to start the claim and was told that the policy had changed and he was not covered because he was not traveling with me. I checked again on the website and could not find this update so I called back, spoke to two different departments and a supervisor for close to an hour in total - who all told me that the policy has been changed and that the bank had not updated the website.
I told my son to hold off on purchasing anything but a few hours later sent him a message to just go ahead and buy what he needs and a suit for yomtov which was fast approaching and I would cover it out of pocket. He felt bad and did not buy anything and wore his travel clothes, planning to borrow something to wear over yomtov - and thankfully his luggage showed up in about 24 hours, jut before yomtov.
Meanwhile, I took up my frustration with the cc company customer relations and they finally got back to me explaining that there was an exclusion clause that I missed - but they would offer $25 as a goodwill gesture. I thanked them.
When I downloaded the policy again, I still could not find any such exclusion and I contacted the cc company, asking the rep to please clarify where the exclusion was. She finally called back and admitted that everyone on her end had been making a mistake and the exclusion applied to a different benefit (trip interruption) but not to the lost baggage claim. She added that since we did not end up suffering a financial loss, they stood by their goodwill gesture of a $25 gift card. I told her that in light of all this I felt that, notwithstanding we didn't "incur" financial loss, the $25 token compensation was entirely inadequate. She is taking this up with her team, now.
Does anyone (not personally involved like me) want to suggest what the proper comp should be?