Allianz Global Assistance

Review: Date: August 3, 2013 Allianz Global Assistance Travel Claims Dept.[redacted] Reference Number:[redacted] To Whom It May Concern: On July 9, 2013 I booked two tickets via [redacted] my son and I to meet my sister in Texas. The flight was booked for Aug 6- Aug 11, 2013 at a rate of 644.34 for both tickets plus the additional cost for the Allianz Insurance. My sister went to her doctor’s office in New York for a headache and slight dizziness on June 30, 2013. After being admitted she spent 4 weeks in intensive care. From June 30, 2013 to Aug 2 she was in the hospital and then released to home care. I called Allianz Assistance several time in regards to this matter. An Allianz representative explained to me that in order to file a claim I would have to simply fill out a claim form and cancel my flight with the airlines. I asked several questions about the policy and the claim procedure. I was assured that if I had the doctor’s form submitted I would have no problem with refunding the cost of the flight ticket. I had the doctor to fill out the required paperwork and I cancelled the flight. The doctor’s notes clearly stated my sister had developed an illness that was a “life threatening emergency and briefly on a ventilator”. This was unknown to my entire family until she went to her doctor’s office for the headache. I had no idea her situation would have her incapacitated for a month and be life threatening. In order to file the insurance claim I had to first cancel my flight tickets only to later be denied by Allianz Insurance Company. On August 1, 2013 5:36pm I called and spoke to the customer service and eventually spoke to [redacted] stated that because I purchased the ticket after she went to her doctor’s office for the headache that was the reason my claim was denied. I asked to speak to someone on else and eventually was able to leave a voice message with [redacted]. I am still awaiting that call. In closing, I respectfully request that my flight insurance policy be approved on the grounds that that my sister was diagnosed with a potentially terminal illness in the time I was due to travel. Her physician documented this in the forms on your application. If I had any thought my claim would be denied by Allianz Insurance, I would have not cancelled my flight. I would have given the tickets to other family members or at minimum called the airlines. I hope to get this matter resolved as soon as possible. Sincerely, [redacted]Desired Settlement: refund the cost of me flight ticket.

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

Our insurance programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage. Specifically excluded from coverage was any loss arising directly or indirectly from an existing medical condition. This was defined in the consumers insuring agreement.

According to the consumers claim documents, the cause of the loss did not meet the terms of the insuring agreement as it was outlined in the certificate of insurance.

According to the consumers claim a manager has been attempting to get in touch with the consumer.

At this time I regret that we are unable to overturn the denial.

Sincerely,

Review: I had purchased travel cancellation insurance that I thought was through the airline. My father-in-law was at abiou tthe smae time as my trip was diagnosed with cancer. After many procedures it was decided that he would need to go on a weekly regiment of Chemo and would tehrefore need a ride there and back every week. Do to this diagonisis I was forced to cancel my trip. I then learned from the airline that the insurance was purchased through a 3rd party. I informed Global Allianz of the situation and was requitrred to fill out documentation which I did. after 2-3 weeks I notified by email that I would need to provide signed paperwork from my Father-In-Law's physician. I did so with great reluctantcy as my the physician has better things to do with his time then fill out a travel insurance claim form. I submitted the for and about 4 weekas later received a letter denying my claim for not having the foresight to know that I would be need to drive my father in law to chemo and back everyweek. I have purchased travel cancellation insirance before and had no issues when I had t cancvel in fact I wasn't required to fill out anything or have a physician fill out anything.Desired Settlement: I believe the insurance company should refund the entire amounts of my airline tickets as that is what they were paid to do.

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the consumer.

Our insurance programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage. These terms were readily available in the booking path prior to purchase and also emailed to the consumer. The policy also included a 10 day satisfaction guarantee period which enables consumers to look over the policy and decide if it will meet their needs. If not, a request can be made for the full refund of the premium.

The consumers insuring agreement excluded coverage for any loss resulting directly or indirectly from an existing medical condition. These were defined as:

An illness or injury that you, a traveling companion or family

member were seeking or receiving treatment for or had symptoms of on

the day you purchased your plan, or at any time in the 120 days before

you purchased it.

You, a traveling companion or family member are considered to have

an existing medical condition if you, a traveling companion or

family member:

· saw or were advised to see a doctor

· had symptoms that would cause a prudent person to see a doctor

· were taking prescribed medication for the condition or the

symptoms, unless the condition or symptoms are effectively

controlled by the prescription, and the prescription hasn’t changed.

According to the medical documentation on file, the condition that caused the consumer’s loss was excluded from coverage as the condition was symptomatic and/or being treated during the 120 day exclusionary period.

At this time, my review indicates that we are unable to provide coverage for the consumer's loss and I regret that we are unable to provide the consumer with a more favorable response.

Sincerely,

Claims Escalation Analyst

www.allianzassistance.com

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

It would have been comletely impossible for us to have foreseen that a family member would need our assistance in going to and from Chemo appointments. While yes he had seen the Dr. prior the actaul diagnosis and treatment course of action weas not determinerd until after our trip was booked. We purchased insurance strictly in case spomething where to happen like this. We belived we were purchseing directly from the Airline not some 3rd party shisters. I had requested upon there first review for them to contact me which they didn't do. I provided ebery piece of documentation the asked for. If the language they proved you was indeed readily available it was not in plain site or easily accessible. This is not an insurance policy it is a scam. I suggest you take a look a some of the feedback regarding this company on line. It seems they deny every claim they get. With thier exclusions they can pretty much tie it to every circumstance under the sun. I will never purchase travel insurance again inless it is directly from a reputable company. It is my fault for not doing my homework on this account.

Regards,

Review: Purchased airline ticket for husband’s 77-year-old dad October 2016 from CA to Georgia & travel insurance for $20.13. Price was reasonable if it provided reimbursement if he did not make his flight for any reason. 3 weeks before trip, father hospitalized for 2 weeks. After release, he was told not to fly for 2 months. We planned to reschedule the trip for early 2016, so were not concerned.

Very sad turn of events, he was back in hospital early December; passed away in hospice late December. Claim submitted to Allianz for reimbursement of ticket: $292.18. Allianz requested Physician’s Form (doctor's e-mail was unacceptable). Doctor would not do form due to HIPAA laws, but instead wrote detailed letter saying that he was told not to fly for 2 months. We sent letter to Allianz. A week later they sent two e-mails requesting the Phys Form again. I spoke with a supervisor and explained that it could not be completed due to HIPAA laws. He said I would have to speak to the Claims dept.

I re-sent doctor’s letter, explaining that the doctor could not, by law, complete the form & that the letter should be adequate as even their claim form states that a letter from the doctor is acceptable. Allianz is playing the Catch-22 game with us.

We again (third time after submitting doctor’s letter) received a request for the physician’s form. I am beyond frustrated and feel that Allianz is doing their best to NOT pay claims.

(Prior, Allianz said that if we had a power-of-attorney, that the HIPAA law would not apply and we could get the form completed by the doctor. I don't know how to explain to Allianz that a DECEASED person cannot be exhumed to sign a POA.) We did not have a hand in his personal affairs, either.

After the fact, we saw thousands of bad reviews & complaints for Alllianz refusal to pay valid claims. We are grieving his death & dealing with an insurance co. not satisfied with a Death Certificate, obituary & offer from doctor to contact her personally.Desired Settlement: We would like our full refund for this flight. Insured is deceased and we, in good faith, purchased the travel insurance should something impede his flight. He was told not to fly so he could NOT make the flight. Now he is deceased and cannot fly, obviously.

Business

Response:

Dear Ms. [redacted]: Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the insured's family and offer our condolences on their loss. Review of the claim indicates that the cause of loss was due to illness, which is why we cannot accept an obituary because the death occurred after the travel dates. We understand that the form can not be completed so we have agreed to accept the admission and discharge papers to be sure that the cause of loss is a reason that is covered under the policy. At this time, we still have not received the admission and discharge papers. Once the Claim Department receives them, we will be able to move forward with the claim processing. Sincerely, Kalinda H[redacted]Claims Escalation Examiner 9950 Mayland Drive Richmond, Virginia 23233 www.allianzassistance.com

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

We do not have power of attorney, so we cannot get the admission and discharge papers. The attending doctor has stated in her letter that he was ill and was not told he could not travel. She has offered that they can contact her to confirm these details. The insurance company can take the time to respond to a public complaint, but not call the doctor?

Regards,

Review: Travelled to Nigeria with [redacted] on 02/08/13 and was scheduled to return to USA on 02/27/13. Unfortunately I was sick in Nigeria. Purchased insurance with my trip that covers illness as well as flight changes. Finally returned to USA on 03/03/13. I filed my claim within the specified time frame, I actually was paid for my medical expenses. I have faxed /Email all that this company requested about 3 times, I have email from the company saying they have all information they need to process my claims. I got an E mail from them on 06/21/2013 stating that they needed proof of payment of my original purchase of tickets and my purchase as a result of rescheduled flight secondary to my illness, which warranted my flight changes. The issue here is I spoke to a [redacted] on 06/13/13 who acknowledged receipt of the same documents being requested on 06/21/13. I have sent them this document more than twice. The last communication I had with them was by Email on 06/26/2013Desired Settlement: I need them to pay the cost of my rescheduling my ticket as a result of illness. Cost is $250.00

Business

Response:

Dear [redacted]:

I apologize for the consumer's frustration while we investigated his claim. The $[redacted] he was claiming was paid on September 10th at the conclusion of that investigation.

I trust our tender of payment in this matter has concluded it satisfactorily.

Sincerely,

Review: Purchased trip insurance through this company. They will not assist me with cancellation/changes in air travel as advertised.Desired Settlement: 1. Keep this complaint in this company's file and viewable by others that may "check out" this company. 2. Refund my insurance purchase for this trip.

Business

Response:

Dear Ms. [redacted]:Thank you for forwarding this matter to my attention.Please have the consumer provide a claim or proper policy number so that we may address their concerns.Sincerely,Kalinda [redacted]Claims Escalation Examiner 9950 Mayland Drive Richmond, Virginia 23233 www.allianzassistance.com

Review: We purchased travel insurance for an upcoming flight because it was for a wedding. Sadly, I have been left with tickets out of town when weddings were canceled. Something on Allianz website caught my eye and I thought it was just the answer, "Life throws curveballs.You've planned every detail of your family's long-awaited trip to [redacted], and then you get laid off. Or your daughter gets pneumonia. Or you are directly involved in a car accident on the way to the airport. Even the best-planned trips may have to be cancelled last minute because of unforeseen circumstances. The Essential travel insurance plan can provide reimbursement for non-refundable trip payments and deposits in case of trip cancellation. Reasons include the covered serious illness or injury of a family member or travel companion, as well as employer termination, military obligations and jury duty." It does not say under their life will throw you curveballs section that these are the only reasons that one can receive a refund. What is most frustrating is that the reason they will reimburse you are no different from what the airline will do, however they don't charge a fee. They just refund the money. I feel lied to and stolen from and I want my money back.Desired Settlement: Total refund for travel insurance (2 tickets) and $125 airline cancellation fee.

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

Please have the consumer provide a claim or policy number so that we may address their concerns.

Sincerely,

Business

Response:

Dear[redacted]:

Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the consumer.

Our insurance programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage. These terms were readily available in the booking path prior to purchase and also emailed to the consumer on 01/16/2014 at 10:12AM EST. We show no error in that submission. The policy also included a 10 day satisfaction guarantee period which enables consumers to look over the policy and decide if it will meet their needs. If not, a request can be made for the full refund of the premium.

Upon review of all of the named perils that are listed in the consumers insuring agreement, unfortunately, cancelation of a wedding was not listed.

I regret that we are unable to provide the consumer with a more favorable response.

Sincerely,

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I reject that a company can sell a policy that has no value. The airline covers the exact same situations with full refund or trip credit. It is outrageous that their website can sell one thing and the fine print negate it. This company should reverse their advertising, and make this crystal clear when someone purchases it, or stop selling this product which is useless and nonrefundable! Shame on you!

Regards,

Review: I scheduled a flight to Memphis, Tn May 8-15 I had to cancel due to my Boyfriend being in the Navy his days off werent approvedc, so therefore I had to cancel my whole trip. I went throught [redacted], but the insurance is to cover you in case of things of this sort. I understand that everyone can't have a complaint but, everyone isnt rich ti just let a company take their money when they have had a legitiment reason for wanting their money back..Desired Settlement: I would like my money refunded to me, nothing is free in this world, especially not someone elses money.

Business

Response:

Dear Ms. [redacted]:

Thank you for forwarding this matter to my attention.

I do apologize for the consumer’s frustration regarding our rejection of coverage in this matter.

As with any type of insurance, our programs have terms, conditions, and exclusions that impact coverage. Not every unforeseen situation is covered, and our programs are not “all risk” in nature.

So the consumers are clear in that regard, we indicate on the website where the consumer purchased her insurance that “Limitations apply”. We also provided a hyperlink which can be used to review the terms and conditions of the insuring agreement prior to making the purchase should a consumer wish to do so.

We also stated in her insuring agreement that:

“This is a named perils travel insurance policy, which means it covers only the specific situations,

events and losses included in this document, and only under the conditions we describe.”

Unfortunately, her boyfriend not being able to secure time off from work was not a reason which would have triggered her trip cancellation benefits as he was not an insured on her policy.

My review does show that our decision in this particular situation was proper. I regret we will be unable to reverse our decision in this instance.

Please feel free to contact me with any further questions you may have.

Sincerely,

Manager, Regulatory Claims, USA

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

I am not satisfied with the results of my complaint…

Mrs. [redacted] stated that my boyfriend having time off was not questionable or valid enough for this issue yes it is.. He is in the Navy and I don’t have or know anyone there where I was going so this is more than enough reason MATTER OF FACT HE IS A NAVY SEAL SO THEIR EXPEDITIONS ARE NOT PLANNED THEY ARE SUBJEST TO WHATEVER HAPPENS,AND I DON’T CARE ABOUT AN UNDER WRITING COMPANY AT ALL THAT’S MY MONEY AND I WOULD LIKE IT REFUNDED, AND I WONT STOP UNTIL IT IS.

“So the consumers are clear in that regard, we indicate on the website where the consumer purchased her insurance that “Limitations apply”. We also provided a hyperlink which can be used to review the terms and conditions of the insuring agreement prior to making the purchase should a consumer wish to do so.”

THE STATEMENT ABOVE, I DIDN’T SEE WHERE THE STIPULATIONS WAS THIS SO IM NOT GOING TO CLAIM THIS.

This is a named perils travel insurance policy, which means it covers only the specific situations,

events and losses included in this document, and only under the conditions we describe.”

THIS STATEMENT. I DON’T BELIEVE BECAUSE I KNOW PEOPLE WHO HAV HAD PROBLEMS EVEN WHEN THE PERSON WAS SICK, SO IT’S BS.. IM NOT STOPPING UNTIL I BECOME A NEUSSANCE..

“Unfortunately, her boyfriend not being able to secure time off from work was not a reason which would have triggered her trip cancellation benefits as he was not an insured on her policy.”

AND TO THIS STATEMENT I WILL GET HIM TO WRITE A LETTER STATING OF ALL OF THIS AND SEE WHAT HAPPENS THEN.

Review: I first contacted Allianz Global Assistance since they were the insurance provider on the insurance we had to cover our plan fare in case of an emergency Etc. In March. I had contacted Allianz Global Assistance to tell them we could not go on our flight, due to being laid off work. I was given a Claim number: [redacted] I filled out all the paperwork the had asked of me. sent it in. Contacted them again April 6 2014 no response. they sent me an email dated April 7,2014 attached, I got all the paper work they needed sent it back in, No response. Contacted them again April 15, 2014. I got all the paper work they needed sent it back in. No response. Contacted them again May 1 2014. I got all the paper work they needed sent it back in, No response. my wife called May 13,2014 spoke with [redacted]. then on may 16, spoke with [redacted]. no resolution. My wife has also spoken with [redacted], [redacted], and [redacted]. last week they told my wife it would be another 10 days. when this is what we were told in March. My wife told them no way if we did not have an answer we were turning them into the Revdex.com. They said give us till Monday and we will have you an answer. today comes and they say claim denied, I had to be on the job three years. What a load of garbage. we have never heard this before. no one has ever said it. I feel we have been taken advantage of a a scam to get people to get insurance and then get denied. We want the refund that is due us. we have complied with everything they have asked us to do and we have been given the run around.Desired Settlement: refund in amount of $ 667.00

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the consumer.

Our insurance programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage. These terms were readily available in the booking path prior to purchase and also emailed to the consumer on 01/07/2014 at 2:11PM EST. We show no error in that submission. The policy also included a 10 day satisfaction guarantee period which enables consumers to look over the policy and decide if it will meet their needs. If not, a request can be made for the full refund of the premium.

The consumers insuring agreement provided coverage for the following:

You or a traveling companion is terminated or laid off from a company

after your plan’s effective date.

Specific requirements: (all must apply)

· The termination or layoff isn’t your fault; and

· You worked for this employer for at least three continuous years.

The consumer was not employed with this employer for three continuous years. We were unable to finalize the claim without verification of the length of employment, which was the cause of the delay. We received this document on May 2nd and the claim was finalized on the 10th business day, May 16th.

At this time, my review indicates that the proper decision was made and I regret that we are unable to provide the consumer with a more favorable response.

Sincerely,

Claims Escalation Analyst

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

This is a load of garbage. There was no details on the site when insurance was paid for. If at the time we paid for this insurance. if there were any of this onj the site we would never have paid for it. If this is the case then why did alliance give us such a run around. saying at the first time of contact it would take ten days. It has taken 3 monts and only got a decision once we told them we were going to make a complaint with the Revdex.com. I believe they do this to people to make them give up on the claim cause frustration and deny the claim. This claim was denied because we had enough and told them we were going to make the complaint.

I am applauded at the way this has been handled. I will make sure I continue this whether here or another venue. This was wrong and they know it.

Review: I purchased travel insurance and was told that if me or a travel companion lost our jobs we would be covered. My friend who I am traveling to see lost her job and has to move before my trip takes place on 5/31/13 so I tried to get some of my money back for the trip since the person I going to see lost their job and will no longer be there when I travel to see her.The customer service rep that I spoke to on 5/16/13 named Jo at 6:54pm, said it only applies if the person I travel to see lives out of the country, I spoke to a supervisor name Mario and said that wasn't true, it only applies if I lost my job or if a travel companion loses their job, not the person I'm going to see.Not only is Allianz is unethical by not reimbursing my ticket cost but I think they are practicing fraudulent services because 1 rep tells me 1 thing, the paperwork says something different and the supervisor refused to have me speak to a manager.Also, they are based in Germany and won't honor their services to someone that has been laid off in the USA, only out of the countryDesired Settlement: I would like to be refunded for my trip since I contacted them 10 days prior to my departure and I now have no where to fly to since my friend has to leave her residence before the end of the month.My travel dates are from 5/31/2013 - 6/2/2013I appreciate any assistance from this organization.Thank you,[redacted]

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

I do apologize for the consumer’s frustration regarding our rejection of coverage in this matter.

As with any type of insurance, our programs have terms, conditions, and exclusions that impact coverage. Not every unforeseen situation is covered, and our programs are not “all risk” in nature. [redacted] is correct in that her insurance only would have provided trip cancellation benefits as follows:

Family or friends can’t accommodate you as planned

Family or friends outside the United States can’t accommodate you as

planned because someone in the household has died or been diagnosed

with a serious illness or injury.

Termination or layoff

You or a traveling companion are terminated or laid off from a company

after your plan’s effective date.

As her friend did not live outside the United States, coverage under this benefit was not triggered. Further, only if she had been laid off would coverage have been applicable.

[redacted] Service Company, the administrator of “Allianz Global Assistance” – branded travel insurance programs is not based in Germany. Our US office is based here in Richmond, Virginia.

Please feel free to contact me with any further questions you may have.

Sincerely,

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am not satisfied because they should tell purchasers of their insurance that the benefit doesn't apply unless the person you're visiting lives outside the United States-by just saying you refund in case of the parties being laid-off from their jobs is tittering on the truth; it is a 1/2 truth and I should have the cost of the insurance credited back to me on the basis of fraud.

Also, this IS a German based company!

Regards,

Review: I booked a [redacted] getaways package on September 16th. I also purchased travel insurance. Our trip was scheduled for November 16th. On November 10th I was diagnosed with shingles. I also have a per diem job which I lost. These two things caused me to cancel my trip. So far I sent Allianz a note from my doctor, a copy of my prescription, and a letter from JetBlue stating that they did cancel the trip but didn't give me a refund. I called Allianz customer service several times to get nowhere with them. I sent them several emails asking for the status to get no response. Please help me get a refund of $1,601.19 which I am entitled toDesired Settlement: I want my money back which I am entitled to. This company is horrible and I would never deal with them again. I called them again on Thursday, November 19th to be told that I would get a call back on Friday, November 20th. I was home all day and never got a call. I e-mailed them several times to get no response.

Consumer

Response:

Dear Sir/Madam

Review: I filed claim number [redacted]. Since over 10 weeks I have not received any update from Allainz about the claim nor do I get any satisfactory response on phone. I am told its on management review status and typically it is resolved in 6-10 weeks. Its been 11 weeks now but no update whatsoever.Desired Settlement: Prompt settlement of claim

Business

Response:

Dear [redacted]
Thank you for bringing this matter to my attention.

We apologize for the consumer’s frustration. However, our investigation into his claim is continuing and as soon as that investigation is complete, we will certainly advise him.

In the meantime, the consumer is more than welcome to contact the Claim Department for any updates.

Thank you,

Allianz Global Assistance

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Claim has been under management review for 4 months now. No update from Allainz. When I call, customer service does not provide me any update either. I need resolution of the claim.

Regards,

Review: I have been trying to get reimbursed from this bus trip since Dec. 3, 2013. My companion of 28 yrs, was hospitalized on Nov.3, 2013 which left him extremely weak from pneumonia. My companion , [redacted], is over 81 yrs old and I couldn't leave him to go on this trip. I contacted our trip coordinator, [redacted], on Nov.19, 2013 and informed him about cancelling this trip. My companion was hospitalized again on Nov. 29 with congestive heart failure until Dec. 6, 2013. I have faxed every piece of information Allianz needed including the emergency room doctor's form, letter from his primary care dr. and invoice they requested from the bus company to no avail. As of yet, I still have not received one word from them or my reimbursement of $475.00.Please help me with this reimbursement.Desired Settlement: I would like you to contact them and find out why I never received my reimbursement from the trip to The Biltmore in North Carolina on Dec. 3, 2013. I have sent them every form they requested and they are still not responding.

Business

Response:

Dear [redacted],

Thank you for bringing this matter to my attention.

In order for us to process the consumers claim we were in need of information from the Travel Agent.

Since last speaking with the consumer, we have received this information.

The consumer should receive reimbursement within the next 5 to 7 business days.

Thank you,

Claims Escalation Analyst

Allianz Global Assistance

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: I was admitted to the ER in Puerto Vallarta on vacation, it was life threatening. I paid for the bill out of pocket. Upon returning to the states, I faxed over all the medical paperwork I received from the hospital, including the doctor's notes, signatures, medical ID #'s, prescriptions, and copy of the bill I paid, etc. Allianz says it takes 5-10 business to review the information... It took 30 days. I phoned the customer service agent and she said, "I'm sorry, it has taken an extra long time, but it was the holidays and all, and it has been quite cold here." I don't care how cold it is, she picked up the phone, which means the company and its employees are working. I asked if they needed any documents, she said, "we just need your itenerary" which I sent again. She then said, "I see your claim is in Spanish, we will need to find a translator." I said, "Good God, you're a global insurance company, are you telling me you only have English speaking employees even though you guarantee insurance globally?" She apologized. 1 week later I still hadn't heard anything, so I sent an email to their website where they guarantee I will be contacted by customer service within 48 hours. It has now been 6 days since I sent that message, and I also received an auto generated email stating they received my request. This is the MOST ridiculous company I have ever come into contact with. I still do not have my money, nor has anyone bothered to contact me whatsoever after my multiple attempts. You have better chance at winning the lottery than getting any kind of care from this company. NEVER, EVER AGAIN!Desired Settlement: I want my entire medical bill paid for per the contract, as well as the premium I paid for to get it.

Business

Response:

[redacted],

Thank you for bringing this matter to my attention.

Please have the consumer provide the claim number so that we may continue our review.

Thank you,

Claims Escalation Analyst

Allianz Global Assistance

Review: Claim#[redacted] I was to travel on 11/23/12 when some medical issues came up, and I canceled my flight. I was told by Allianz as long as I purchase a ticket for another flight at a later date, and have my doctor fill out medical forms why I couldn't fly, I can receive a refund for the first flight of 432.30. I complied to the companies policy,medical form was completed by my doctor, and returned to Allianz, I also booked a new trip that cost me 444.33 and already traveled to [redacted] on March 30, 2013 & returned home April 2, 2013. It is now almost 1 year later from when this matter had began, and I am still waiting for a refund from my first canceled flight. I have spoken to a few representatives at Allianz,and they stated my medical info has been received from my doctor, but still have an unanswered question. I find it very hard to believe, that there is even a question here. Allianz received what was asked for, and they have failed to honor their policy of a refund as long as another flight was booked.Desired Settlement: That the information a Medical Doctor gave Allianz, should be sufficient enough as why I couldn't fly 11/23/12, and that I complied with their policy and booked a new trip, paid for new trip, already traveled and returned home. I did my part they should honor my end of the deal. Regards, [redacted]

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

Our insurance, like any other insurance had terms, conditions and exclusions that impact coverage.

We received incomplete documentation from the consumer’s physician and therefore reached out to the Physician’s office for clarification. As we were informed this information had to be placed in writing and not given verbally we faxed the office numerous times and have yet to receive a response.

At this time we are unable to move forward without the requested documentation.

One option for the consumer at this point is to contact our Claim Department as they may be able to send the form to her if she wishes to personally take it to her physician to be completed.

Sincerely,

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]. I am still not satisfied with Allianz, I did what I needed to do, my doctor stated paperwork was completed to Allianz and sent back. I have complied with their policy by booking another flight and took that trip already, I would like my money from the first flight refunded. I will also post this on the Revdex.com website, so that no other consumer has to go through this ridiculous situation. I do not believe a company doesn't take into consideration what a medical doctor reports to them.

Regards,

You buy insurance to cover any unexpected problem. When you buy car insurance, youre paying for coverage regardless of who is at fault.
I bought the insurance because I knew I might be needing cancel the flight because my brother hadn't found out if he was moving to a different state. When it was confirmed that he was moving, I went to cancel the flight only to find that the only way I could receive a refund for a canceled flight was if I got severely ill or a family member died.
ALL AIRLINES COVER THIS AT THE BARE MINIMUM.
If that had been made clear, I would have never bought the insurance.
Very deceptive service.

Review: I purchased travel insurance with Allianz Global Assistance after a family member used them last year and had a good experience. I was injured on one of my trips this year and processed a trip interruption/medical claim. The website says that they process all claims in 10 business days. I submitted all my information and waited 10 business days from the date of the last piece of information submitted. I heard nothing, so I went online to check my status. There has been a permanent error message on my claim status page that won't allow me to view the documents I've submitted or get any information on the claim. So I called them. They said it was still being processed and viewed by managers and it should be resolved in another week or two. At this point I wasn't that upset because the claim was a large one and figured I wouldn't get compensation immediately, even though I have to pay interest on my credit card for the charges incurred. I waited another 3 weeks. Still nothing. Today I called them again and they said that I should just call back in another week. They said they couldn't even give me an estimate on when it might be dealt with, and the woman on the phone wouldn't even let me speak with the manager handling my claim. They won't tell me if they need any more information or why the claim is being held up needlessly. My Terms and Conditions clearly state that ALL claims are processed in 10 business days. My claim has been submitted in full now for 6 weeks and they just told me to call again in another week and won't let me speak with anyone about it.Desired Settlement: I'd like them to update my claim status and give me a reason as to why it is being held up so I can at least explain or fix whatever error or hold up may be causing the slow claim time. I also expect them to change their advertising and T&C policies to outline clearly that they DO NOT process claims in 10 business days. They take a minimum of 2 weeks to respond to any inquiries, yes, but their advertising is FALSE in that they do not *process* the claims in that amount of time as promised. I also expect to be able to speak to whomever is handling my claim directly, instead of getting the run around.

Business

Response:

Dear [redacted]

Thank you for forwarding this matter to my attention. We apologize for any frustration the consumer may have endured.

Our Claim Department processes all claims within 10 business days as long as all documentation requested has been received.

Upon review of the consumers claim, a HIPPA release form has been sent to the consumer so that the medical documents surrounding the loss may be reviewed.

The consumer may contact the Claim Department to get an up to status of the claim.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and have they did not propose any action to resolve my complaint and have lied again.

The response says "Our Claim Department processes all claims within 10 business days as long as all documentation requested has been received." This is a deliberately inaccurate information. What they do is provide an incomplete list of required documents from the start, and wait months to tell you they need anything more.

[redacted] is a screenshot of my claim online which shows all my documents that I've submitted along with the dates. This is every piece of information they list on their claims site. Word for word, I put down everything they listed as required. I also submitted a notarized statement of no other insurance to them via postal mail to cover all my bases. No where on their site do they say they may need or want a HIPPA. After I submitted all my documentation in late June (you can see the date stamp on the image), I called (and have audio recordings which I am more than willing to send, although I can't attach them to this form) and asked if they needed any more documentation. On 4 separate occasions over the course of 2 months, I was told they had all the documentation they needed from me. Two months later I finally ask to speak to a manager and she tells me all I need to do is send in a HIPPA, but that after I send in the HIPPA it will be at least another six weeks before they can review the claim any further. The manager is recorded saying it would another six weeks. So the businesses response to the Revdex.com that it would be dealt with in 10 business days is an outright lie.

After hanging up with the manager I receive the email with the HIPPA form [redacted] and a note to return it (this email is[redacted]). When I open the attachment there is a letter with a statement saying that I need to submit a signed claim form (which they have not sent me and therefore would be impossible to return to them, this was also not mentioned on the phone as a requested item), and that I need to send in medical documents (which I already sent in the form of a physicians statement, itemized hospital bill, credit card charges, and hospital receipts, and was also not mentioned on the phone as being needed, I have the manager recorded saying the only thing they needed was a HIPPA).

This business has outright lied, they do not process all claims in 10 business days. They waited two months to tell me I needed to submit additional documentation after telling me repeatedly that they needed nothing else from me, and then told me it would be another six weeks after I submitted it to process it any further. I have proof of these statements ([redacted]) and made all phone calls on my computer and saved the telephone conversations which I will gladly submit to you, and to the insurance fraud protections agencies.

Regards,

Review: I purchased airline tickets through [redacted] and when I did this I also purchased the travel insurance through Allianz. Me and partner are no longer together so I am trying to get a refund on the airline tickets. Allianz has denied my claim and even told me they do no know "why I would purchase travel insurance". I have contacted them verbally and written a letter with no positive outcome. This is 680.50 in airline tickets and I feel as though they are not holding their end of the contract up. One thing is when I purchased the insurance they never sent me a copy of the policy until I started complaining and wanted a refund of the airline tickets. I also contacted the airlines and filed a complaint on them with no resolution. They will only refund half of the premiums I paid for the tickets and advised that the insurance company should be paying for this claim. I am a single mom now and I can not afford to through this much money and I feel as though I am being taken advantage of. Please help.Desired Settlement: I want a full refund of the airline tickets that I purchased.

Business

Response:

Dear [redacted]:

Thank you for bringing this matter to my attention.

Our insurance, like any other insurance had terms, conditions and exclusions that impact coverage. These terms were readily available in the booking path prior to purchase and also emailed to the insured at the email address that was provided online along with a 10 day satisfaction guarantee period.

Specifically included in those terms were the following:

This is a named perils travel insurance policy, which means it covers only the specific situations,

events and losses included in this document, and only under the conditions we describe.

Upon review of the claim, the consumer’s loss did not fall under one of the named perils as listed in their insuring agreement.

Due to this, we are unable to provide coverage for the consumer’s loss.

Thank you,

Review: I purchased airline insurance through this company, on 06/19/2013 I suffered an injury to my right ankle that rendered me unable to go on my trip. I went to the Tampa VA Hospital to seek treatment. I submitted all possible documentation from my primary physicain from the Orlando VA Outpatient clinic along with my podiatrists recommendations and notes from my medical records. On 08/07/2013, the discharge paperwork was requested. I was in the middle of an emergency transfer with my employer and those papers were not found. However, I went to the Orlando VA and printed out more notes from appointments that I had with my primary doctor and podiatrist on 07/03/2013. The Orlando VA is unable to access the Tampa VA system and I am unable to travel to Tampa to retrieve the discharge paperwork. I am in a cam-walker (walking cast) and I cannot drive long distances. I now reside in Jacksonville and I don't have the available time off to travel. I have more than cooperated with this company and have yet to receive my refund in the amount of 1,131.18. I faxed all documents to them in a timely manner and still have not been given the assistance due to me. There is no compassion what so ever! I can barely drive myself around town let alone long distances and retireving the discharge papers is not possible, especially when they have the information from the doctor's who are treating me and they want information from a doctor who saw me once! This is outrageous and bad business practice. I have even sent them the narcotics that I had to sign for, what more can I possible give them that they don't already have? Your assistance is very much appreciated, thank you.Desired Settlement: I would like my full refund and an apology! I am not trying to get anything for free. I am just trying to get what was mine in the first place. I should not have beg for what is rightfully mine!

Business

Response:

Dear [redacted]

Thank you for forwarding this to my attention.

In reviewing the consumer's claim, I note that payment for the full amount has already been issued by the Claim Department. She should receive that check in the next 3-5 business days.

I trust our tender of payment has concluded this matter satisfactorily.

Sincerely,

Review: I purchased travel insurance from Allianz through [redacted] for my families travel to Jamaica the last week in December, 2013. One of our bags was taken by another traveler at the airport in Jamaica, therefore, we needed to purchase cooler clothes for our son since we were dressed for winter weather, having flown from Des Moines, IA. We purchased swim trunks and a shirt (receipts I submitted with our original claim for $88.55 on 1/6/2014). Our luggage was then found destroyed when we arrived back home. I also filed a claim for the damaged luggage $500.00 as stated on my policy for baggage coverage. I am going on 4 mos. without getting payment from my claim filed 1/2014. I have responded to the ongoing requests for verification, which have become impossible to satisfy. I have send verification from [redacted] detailing my luggage loss/damage. I am expecting $788.55 - $500 for baggage coverage, $200.00 baggage delay & $88.55 for replaced clothing.Desired Settlement: $788.55 - $500.00 baggage coverage, $200.00 baggage delay coverage (as stated on the front page of my policy) and $88.55 for replaced clothing.

Business

Response:

Dear [redacted],

Thank you for bringing this matter to my attention.

Our insurance, like any other insurance, had terms, conditions and exclusions that impact coverage. Specifically included in those terms were the following:

Lost, damaged or stolen baggage

Your baggage is lost, damaged or stolen while you’re traveling.

Specific requirements (all must apply)

· You take reasonable steps to keep your baggage safe and intact,

and to recover it.

· You file a report giving a description of the property and its value

with the appropriate local authorities, common carrier, hotel or tour

operator within 24 hours of the loss.

Baggage Delay

A common carrier, hotel or tour operator delays your baggage for 24

hours or more.

Specific requirement

· You report the loss and file a claim with the common carrier, hotel

or tour operator.

As we are secondary to the common carrier for Lost or Stolen baggage, we are still in need of the claim determination from them for the damaged luggage. We are unable to issue reimbursement for the baggage delay claim without this document.

In relation to the delayed luggage and the expense of $[redacted], we have gone ahead and issued reimbursement for this expense as the airline did indicate that the luggage was switched. The consumer is only eligible for $[redacted] of this baggage delay expense and not an additional $[redacted], as this benefit does not pay out due to inconvenience; you have to actually incur the expenses.

At this time, the claim is for the damage is still pending as we are not able to finalize it without the airline finalizing their claim first.

Thank you,

Claims Escalation Analyst

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[I emailed my luggage damage response from [redacted] dated January 18, 2014]

Regards,

Business

Response:

Dear [redacted]:

We are in receipt of a copy of the reimbursement from the airline that was received by the consumer.

According to the claim documentation, the consumer claimed the full amount of baggage coverage for the suitcase that was damaged. As indicated in the previous communication, the benefit does not just pay out the maximum amount of the benefit. We would need to know the approximate cost of the luggage itself along with the make and model type.

Thank you,

Claims Escalation Analyst

Allianz Global Assistance

Review: In January 2013, I purchased an airline ticket to see my father for Father's Day in June 2013. The ticket was for travel round trip from [redacted]. I purchased the travel insurance from Allianz Global when I purchased the ticket. The end of May, my father notified me that he would be needing surgery on his bladder, the doctors found another tumor. The surgery was scheduled for the day after I was going to be leaving. I called Allianz and a claim was opened, they said paperwork would be sent that needed to be filled out by me and by the doctor, and include reciepts of the charges of changing my airline ticket and car rental. I filled out all of the paperwork, the doctor filled out all of the paperwork, I included all the reciepts showing the difference, which was more than the allowed $200.00 maximum allowed for the claim. I sent all the paperwork in for the max of $200.00 allowed. One week later, my father passed away from complications from the surgery. I then recieved a letter from Allianz DENYING the claim because he had been treated for this cancer 1 year prior. They must not think that a cancer can come back!!! This company does not HONOR what they say. Familys with any tragedy, beware. All I wanted was to be reimbursed for what they said they would cover, MEDICAL EMERGENCYS!!Desired Settlement: I want to be refunded the $200.00 that was filed with Allianz Global Assistance. All of the correct paperwork was filled out and sent. Just because a CANCER returns, and KILLS my father 1 WEEK after, appartently is not enough to have them HONOR a trip insurance plan that was purchased.

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

I do apologize for the consumer’s frustration regarding our rejection of coverage in this matter.

As with any type of insurance, our programs have terms, conditions, and exclusions that impact coverage. Not every unforeseen situation is covered, and our programs are not “all risk” in nature.

In particular, [redacted] program excluded coverage for any claim arising directly or indirectly from an existing medical condition of a family member.

We defined existing medical conditions as any condition that her father would have been treated for, or would have exhibited symptoms of, in the 120 days prior to and including the date the insurance was purchased; January 16, 2013.

According to her father’s doctor, he had been treated for the same illness which led to the change in travel plans in that exclusionary period. Accordingly, we were unable to provide coverage for her claim. I regret we will be unable to reverse our decision in this particular situation.

Please feel free to contact me with any further questions you may have.

Sincerely,

Manager, Regulatory Claims, USA