TL;DR

• My new $1,059 DJI Osmo Pocket 4 broke on the first day of my European trip.
• Amex requested a detailed technician’s report before approving my claim.
• After I supplied the right documents, I received a full $1,059 statement credit.

Disclosure: This post describes my personal experience and is not financial or insurance advice. Card benefits vary, exclusions apply, and terms can change. Check the current benefit guide for your specific card before relying on Amex Purchase Protection. This post may also contain an American Express referral link. If American Express approves your application through my link, I may receive a referral bonus at no additional cost to you.

What happened in London

Two hours after I took a vacation photo in London, I was checking into my first hotel when my purse fell. As it was falling, my brand-new camera came out and hit the ground.

The gimbal took the impact, and the camera no longer worked correctly. My DJI Osmo Pocket 4 had cost $1,059, and this was day one of a trip through London, Portugal, and France.

I felt sick.

I had bought the camera specifically for travel content. Replacing it overseas was not realistic, and most of the trip still lay ahead. Once the initial panic settled, I remembered why I had intentionally used my American Express Platinum Card.

I had heard a story from The Points Guy about American Express Purchase Protection covering accidental damage to an expensive purchase. I made a mental note: the next time I bought something costly, I would think about the protections attached to the card—not only the points I could earn.

That decision mattered. After some unexpected documentation problems and help from an excellent claims representative, American Express reimbursed me the full $1,059 as a statement credit.

This is exactly how my Amex Purchase Protection claim worked, including the mistake that nearly derailed it and what I would do differently next time.

I bought the camera for our European trip

Before our London, Portugal, and France trip, I ordered a DJI Osmo Pocket 4 from Amazon. I wanted smooth travel video without carrying a bulky setup all day.

At $1,059, it was not an impulse purchase. When I checked out, I deliberately charged it to my American Express Platinum Card. Like many travelers, I knew about the card’s lounges and travel-related benefits. Purchase Protection was easier to overlook because I had never needed it.

Until then, it was simply a benefit I had heard someone else discuss. I hoped I would never need it.

Then I dropped it on the first day of the trip

Only a couple of hours after taking photos in London, I was checking into my first hotel when my purse fell. As the purse was falling, the camera came out and hit the ground. Its gimbal took the impact.

Anyone who travels with a camera knows the awful moment when you pick it up and hope the damage only looks bad. In this case, it was not cosmetic. The gimbal had broken, and the camera would not function properly.

It was the beginning of a trip through London, Portugal, and France. I had bought the camera to document it, and now I could not use it.

I could not solve the problem while traveling, so I put the camera away and dealt with it after I returned home.

How Amex Purchase Protection worked in my case

American Express says Purchase Protection on eligible cards may help when a covered purchase is accidentally damaged or stolen during the coverage period. Rules, limits, exclusions, and required documents vary.

The official American Express Purchase Protection terms are the right place to find the benefit guide for a specific card. Amex’s guide says cardmembers can begin a qualifying claim through its online claims center and Amex may request proof such as an itemized receipt, photographs, or a repair estimate.

The repair estimate became the most important part of my claim. This is my experience with one accidental-damage claim, not a promise that another claim will have the same result.

Filing my Amex Purchase Protection claim was the easy part

When I got home, I opened an Amex Purchase Protection claim online. The process was straightforward: I explained what happened and submitted information about the camera, purchase, and damage.

My files included the Amazon receipt and proof that I had used my American Express Platinum Card. I also had the damaged camera. The clearest evidence, I assumed, would be information from DJI showing that the needed replacement parts were unavailable.

So I submitted the relevant material from the manufacturer’s website. Without the parts, I assumed, a repair would be impossible.

But that was not enough for the claim.

The mistake that nearly derailed my claim

American Express did not formally decline my claim after I submitted the manufacturer information. Instead, the claims team requested more documentation: an actual technician needed to inspect the camera and describe the damage.

I had misunderstood the requirement. The adjuster needed a professional assessment of my specific camera: which parts had broken, whether a technician could repair them, and what the repair would cost.

Instead of guessing what to submit next, I called my claims representative. That phone call made the process much less stressful. The representative clearly explained what was missing and told me to take the camera to a repair shop for an inspection.

I found a local repair technician who examined it. He confirmed that the gimbal had broken and replacement parts were unavailable. I uploaded the additional document, but when I later called American Express, the representative said Amex had not received it. I uploaded it again.

Even then, the shop’s first report did not contain enough detail. A general statement that no one could repair the camera was not enough. The claims team needed the technician’s explanation of the specific failure.

At this point, what impressed me most was that the representative did not leave me to shuttle vague messages back and forth. American Express contacted the repair shop directly. The technician explained what had failed, and the claims team received the detail it needed.

After American Express received the documentation and all required details, the claims team approved my Purchase Protection claim and reimbursed the full $1,059 purchase price as a statement credit.

The customer service surprised me as much as the reimbursement

I expected a stressful process with repeated calls, different representatives, and constant retelling of the story.

That was not my experience.

I had a dedicated claims representative who returned my calls. The representative followed up when promised, explained what the documentation needed to show, and communicated directly with the repair technician when the paperwork was still unclear.

The communication was professional throughout. At the end, the representative even thanked me for being a loyal cardmember.

The $1,059 statement credit was the tangible benefit, but the service mattered too. The team explained exactly which evidence the claim required and helped resolve the documentation gap.

Clear expectations and a real person who stayed involved made a frustrating situation manageable.

Lessons I learned filing an Amex Purchase Protection claim

My claim ended well, but it taught me several practical lessons I will remember whenever I make a costly purchase.

Save the itemized receipt

Save the receipt, order confirmation, and any document showing the exact item, price, sales tax, purchase date, and payment method.

Use the right card for an expensive purchase

Points are only one part of a credit card’s value. Before buying costly electronics, luggage, or other travel gear, look at the protections offered by the cards already in your wallet. Then read the current terms, because coverage and exclusions vary.

File the claim promptly

Do not put it off. The current benefit guide for your particular card will explain the coverage window and claim deadlines. Starting promptly also makes it easier to preserve photos, receipts, and a clear account of what happened.

Do not assume a manufacturer’s website is enough

This was my biggest mistake. General manufacturer information did not replace an inspection of my actual camera. If the claims representative requests a repair estimate, ask exactly what it must include.

Make the repair documentation specific

Based on my experience, the technician’s paperwork should clearly state:

• what component is broken;
• whether the item can be repaired;
• the estimated repair cost, if applicable; and
• why repair is impossible, if parts or service are unavailable.

DJI’s official guidance for a handheld device damaged by a drop recommends sending affected products for diagnosis when the gimbal fails its self-check or the device no longer records properly. Readers with a damaged DJI camera can start with DJI’s official repair guidance.

Keep copies of everything

Save the original files and a copy of every document you upload. I would keep the receipt, photos of the damage, claim communications, repair paperwork, and final decision together until the claim is completely resolved.

Call the claims representative when something is unclear

That was the turning point for me. A short conversation told me exactly what the claims team needed and prevented me from continuing to submit the wrong kind of evidence.

My honest opinion of Amex Purchase Protection

Most conversations about the American Express Platinum Card focus on airport lounges, statement credits, hotel benefits, or welcome bonuses. Those perks can be valuable, but they were not the benefit I was thinking about as I stared at a broken $1,059 camera in London.

Amex Purchase Protection turned out to be one of the most valuable card benefits I have personally used.

That does not mean the card is right for everyone, and my approved claim does not guarantee anyone else’s. The Platinum Card has a significant annual fee, and its value depends on which benefits a person will genuinely use. Anyone considering it should review the current offer, annual fee, benefit terms, and eligibility rules rather than applying because of one good claim story.

If you have already decided that the card makes sense for you, you can review my referral offer here:

Review the American Express Platinum Card referral offer

Referral disclosure: If American Express approves your application through my link, I may receive a referral bonus at no additional cost to you. Offers may vary, and you should compare the referral offer with other publicly available offers before applying.

The card you use can matter as much as what you buy

Breaking a brand-new camera at the start of a trip through London, Portugal, and France was still awful. Purchase Protection could not give me back the footage I had planned to capture.

But it prevented one accident from becoming a $1,059 loss. Even better, the claims team handled everything with far less stress than I expected.

The biggest lesson is not simply to buy an American Express Platinum Card. It is to think carefully about which credit card you use whenever you make an expensive purchase. The protections attached to that card may ultimately matter just as much as the points—or even the item itself.

Have you ever filed a Purchase Protection claim? Did it go smoothly? And after hearing my story, would you choose a different card the next time you buy something expensive? Share your experience in the comments.

The post Does Amex Purchase Protection Work? How It Reimbursed My Broken $1,059 Camera appeared first on Gen X Travel Mom.

Europe’s Entry/Exit System sounds more intimidating than it is. The steps are straightforward: scan your passport, register your biometrics, and answer any questions about your visit.

What is unpredictable is how long it will take.

Entering through Faro Airport was easy for me. Leaving Faro was the opposite—the passport-control lines were terrible. The same airport can deliver two completely different experiences depending on passenger volume, staffing, and whether the machines are cooperating.

Here’s what to expect at airports and international train stations.

Does EES apply to you?

EES records when most non-EU travelers enter and leave 29 participating European countries for a short stay. For most American tourists, EES applies. It generally covers non-EU nationals visiting for up to 90 days in any 180-day period.

The system records passport information, entry and exit dates, a facial image, and, when required, fingerprints. Children under 12 are not fingerprinted. Certain travelers, including qualifying European residents and those traveling with an EU passport, are exempt.

EES has been fully operational at external border crossings since April 10, 2026. Check the official EU EES guide for the complete rules and exemptions.

EES is not ETIAS: EES records border crossings and biometric information. ETIAS is a separate travel-authorization program.

You register at your first external EES border

You do not necessarily complete EES at your final destination. If you fly from New York to Rome with a connection in Lisbon, you normally complete passport control and EES registration in Lisbon because Portugal is where you first enter the participating European area.

This matters when booking connections. A seemingly comfortable layover may feel very different if it includes your first EES registration, a terminal change, or another security check.

The same principle applies when entering by international train.

When Matthew, Matalie, and I traveled from London to Paris on Eurostar, we completed French border formalities at London St Pancras International before boarding.

Eurostar passengers complete ticket checks, luggage security, and passport formalities before departure. Eligible travelers also complete EES registration before leaving the UK rather than after arriving in Paris. Check Eurostar’s current St Pancras guidance before deciding when to arrive.

What happens during your first EES registration?

The setup varies, but your first registration may combine a self-service kiosk with a staffed passport-control desk.

1. Scan your passport

Place the passport’s photo page on the scanner and follow the instructions. Some machines also read the electronic chip in a biometric passport. Remove your passport from its cover unless instructed otherwise.

2. Take a facial photo

Look directly at the camera. Remove hats, sunglasses, face coverings, or regular glasses when requested.

3. Register your fingerprints

Visa-exempt travelers may have four fingerprints collected. Travelers with short-stay visas normally provided fingerprints during the visa process. Follow the screen diagrams, keep your fingers flat, and wait for the machine’s prompt before moving your hand.

4. Answer questions about your visit

EES is the electronic registration system, but the usual entry requirements still apply. A kiosk or border officer may ask why you are visiting, how long you are staying, where you are staying, which countries you will visit, whether you have a return or onward ticket, and whether you have sufficient funds.

Not everyone will be asked every question. Still, keep your first accommodation address, itinerary, and return reservation accessible without relying on airport Wi-Fi. European authorities may require travelers to explain the purpose of their visit and show they can support themselves. The EU provides more information about financial means for entry.

Fingerprints may be the slowest step

Sometimes the fingerprint scanner works immediately. Sometimes it takes several attempts. Dry skin, hand placement, movement, and the scanner itself can affect the result.

Keep your fingers flat, follow the diagrams, and do not panic if the first scan fails. A failed scan is not the same as being refused entry.

What happens if the kiosk rejects you?

If the machine cannot complete your check, you may be directed to an officer or a separate staffed line. Your passport chip may not have scanned properly, your face may not have been verified, your fingerprint image may be incomplete, or an entry requirement may need manual review.

The official EES border-check guidance says biometric information may occasionally need to be collected again.

Being redirected does not automatically mean there is a problem with your eligibility to travel. But it can add time—especially when several passengers need help and only a limited number of officers are processing those cases.

Why are wait times so unpredictable?

Your experience can depend on how many flights or trains arrive together, how many travelers need first-time registration, how many kiosks and staffed desks are open, how well the machines scan passports and fingerprints, and how many travelers are sent for manual processing.

The kiosk may take only a few minutes. The backup often begins when the technology does not work or several travelers need individual help at once. That is why another traveler’s five-minute experience cannot predict yours.

Leaving Europe also involves EES

Your departure is recorded electronically when you leave the participating area. The exit process may involve a passport scan, biometric verification, or an officer.

At an airport, remember that airline check-in, airport security, exit passport control, and boarding are separate stages. A short security line does not guarantee a short passport-control line.

Fast Track may not include passport control

Some airports sell Fast Track, but always check what it covers. At Faro, Fast Track provides a priority security channel. It does not eliminate EES or passport control. The airport’s official Fast Track information confirms that the service applies to security.

Can the Travel to Europe app help?

The official Travel to Europe app allows eligible biometric-passport holders to submit certain information within 72 hours of travel. It does not replace border control, and its features vary.

Sweden currently supports passport data, a facial image, and the entry questionnaire. Portugal supports the questionnaire. Check the official Travel to Europe app page before relying on it. Consider it a possible head start—not a guarantee that you will avoid a line.

Screenshot this: Your EES checklist

✓ Confirm whether EES applies to you
✓ Identify your first external EES border
✓ Allow extra time for your first registration
✓ Keep your accommodation address accessible
✓ Save your return or onward reservation offline
✓ Have your passport out and ready
✓ Follow the fingerprint diagrams slowly
✓ Expect a staffed check if the kiosk cannot verify you
✓ Do not assume Fast Track includes passport control
✓ Check whether the Travel to Europe app supports your crossing
✓ Avoid planning a tight connection around someone else’s experience

My best advice

EES itself is not especially complicated. The uncertainty comes from where you encounter it, whether the equipment accepts your passport and biometrics, and how quickly that border crossing can help travelers who need manual processing.

Prepare the information you may be asked to provide and allow extra time—particularly during your first registration or before a connection.

If everything works, you may be through in minutes. If it does not, the extra time in your itinerary could save your trip.

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