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I informed the police of the theft, but American Express says there is 'insufficient substantiation'
I gave up my job to go travelling for six months in south-east Asia. I booked into a cheap hotel in Bangkok and, while I was asleep, £4,000 of American Express travellers cheques were stolen. I reported it to the hotel and police, but I was so traumatised I decided to take an early flight home. American Express turned down my claim because of "insufficient substantiation". Assuming nobody has fraudulently cashed these cheques, this leaves American Express £4,000 in pocket. RF, Nottingham
American Express said stolen cheques are usually cashed soon after a theft, hinting that, as yours weren't, they couldn't have been stolen. It took another three months to tell me that it was still concerned about "idiosyncrasies" and that you had provided insufficient information. It stands by its original decision. But as the cheques have not been cashed it will, as a goodwill gesture, refund your £4,000. If they turn up, it will re-open the case.
You can email Margaret Dibben at your.problems@observer.co.uk or write to Margaret Dibben, Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU and include a telephone number. Do not enclose SAEs or original documents. The newspaper accepts no legal responsibility for advice.
Margaret Dibben
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