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Allianz Global Assistance

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Reviews Allianz Global Assistance

Allianz Global Assistance Reviews (448)

Review: Purchased flight for my fiance out of Jamaica from [redacted] and they offered Allianz Global protection for the tickets in case anything would happen. Come to find out later that they do not cover much of anything, and their exclusions are half a mile long. The trip was cancelled and I accepted [redacted] ticket voucher to be used at a different time, and all Allianz Global needed to cover was $50.00. Unfortunately, they could not even handle that. They fail to mention that only the name on the ticket can basically recover any issuance claims, which in most cases would be fine, however in this case due to us still living in different countries will not work. All y information was used, besides it having her name on the ticket. The customer service agent said they could sent the check to her, however that is not going to work due to the country and exchange rate differences. Reference Number: [redacted]Desired Settlement: Since they do not seem interested in helping with the $50 ticket voucher charge, I would prefer a refund of the insurance cost $26.25. I suggest the terms and conditions be listed on such sites that due business with Allianz Global, instead of their 'buy it now and look it over for 10 days' policy. Nowhere in the terms and conditions was I able to read that the name on the ticket would be the only person to be able to recover anything..

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention. I am sorry for the consumer’s frustration regarding his insurance purchase.

We and our partner, [redacted], want consumers to make informed decisions regarding the purchase of our products. To ensure that consumers are clear that our products are not “all risk” in nature, we indicate that “Limitations Apply” and provide a hyperlink which consumers may use if they wish to review the policy prior to the purchase.

Of course, we also offer a 10-day period following the purchase for review of the program. If a consumer believes it may not meet his or her needs, we gladly refund his or her premium in that 10-day period, as long as he or she has not filed a claim or departed on the trip.

Unfortunately, a claim was filed against this policy and more than 10 days have passed since it was purchased. Accordingly, we will be unable to refund the premium in this situation.

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.]

Regards,

They did not address my question whatsoever! No where in their 'terms and conditions' did it state that the refund will ONLY be made to the person the ticket is in the name of. That does not work for me, and I would not have purchased the insurance if that was explained anywhere! They can re-read my initial complaint since they did not before.

Business

Response:

Dear [redacted]:

Insurance policies are a contract between the named insured and the insurer. Payment can not be issued to another party unless the named insured(s) sign an Assignment of Benefits document that directs us to do so.

Also, in the contract, we indicate that we will provide reimbursement to "you" or "your". We define at the beginning of the insuring agreement "you" or "your" as the individual(s) listed on the Letter of Confirmation.

Sincerely,

Review: On January 23, 2014, I received a phone call from the Assistant District Attorney, [redacted] to tell me a Subpoena had been mailed for me to appear as a witness in [redacted] for a court date scheduled for February 10, 2014. On that date the 23rd I purchased a round trip plane ticket for 2/8/2014 to 2/15/2014 on [redacted] and 'Trip Insurance' through Allianz Global Assistance on the AA website. On February 3 I received another telephone call from [redacted] stating the defendant had reached a plea agreement and my subpoena was void. I did not need to appear. I contacted [redacted] to cancel my ticket and Allianz to notify them I would need to file a claim. Allianz sent the PDF of their 'Policy Manual' along with forms to fill out online and return to them. I was then contacted by [redacted] instructing me that I needed to travel to Decatur for the defendant's restitution hearing on April 9th. I purchased another ticket from [redacted] and traveled there from the dates 4/4/2014 to 4/19/2014. I have returned from that trip to find a letter in the mail from Allianz stating they 'cannot provide benefits' because, "As your insuring agreement indicated, this is a named perils travel insurance program, which means it covers only the specific situations, events and losses included in this document, and only under the conditions we describe. Unfortunately, a schedule change or no longer needing to appear in court is not included among those reasons". I called Allianz today and spoke with '[redacted]' and together we read the policy over the phone. This is what their policy states: "LEGAL Jury Duty or Court-Ordered Appearance You're summoned by a court order or subpoena to serve on a jury or appear in court." That is All. Nothing more. I purchased the ticket BECAUSE I received a subpoena. Now they don't want to honor their policy.Desired Settlement: I want Allianz to honor their policy and refund the cost of my ticket which cost $408.00.

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.

In particular, the coverage provided reimbursement if you’re summoned by a court order or subpoena to serve on a jury or appear in court.

The cause of cancelation was that there was no need for the consumer to travel as the case had been settled. The consumers insuring agreement did not list having a court date canceled as a named peril.

Coverage is designed to provide reimbursement for trip expenses that were paid for and later had to be canceled because the consumer received a subpoena to appear in court which would interfere with the scheduled trip.

At this time, my review indicates that the proper decision was made and I regret that we are unable to provide the insured was 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.

This is the policy Allianz emailed to me when I purchased the insurance. On Page 6 under 'Legal' there is one sentence regarding receiving a subpoena for jury duty. It does not specify ANYWHERE that this applies ONLY if one has 'already purchased a ticket and cannot travel because they received a subpoena'. That was the response given me by Allianz for refusing to honor their policy.

Apparently Allianz has TWO different policy manuals; one for the consumer and one for their corporate lawyers. The only rules they follow are the ones not specified in the Policy they provide to their customers.

I want Allianz to show me WHERE in their Policy the lengthy language is located that IS the rhetoric sent in their last email message.

Regards,

Review: I took out the travel trip cancellation coverage. My central air conditioner went out & the company plans to put it in on the date my trip was scheduled. I called the insurance & they do not consider that a reason to cancel my trip. I was told my house either had to burn down or I had to be admitted to the hospital through the emergency room to qualify for trip cancellation. I do not think this is right. Their presentation on the site says any emergency.Desired Settlement: Whatever is right. I will have to give the trip to someone else to use.

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.

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, needing to be at home for a contractor to install AC was not included among the reasons which would have triggered her trip cancellation coverage.

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,

Review: My husband purchased tickets to go see a broadway play for us as my christmas present. He also purchased insurance for the tickets. We were unable to go due to an emergency situation causing me to have to work that day. Its quotes on Allianz website " Based on covered reasons: Notarized statement signed by an officer of your employer verifying the requirement to work." I provided them a notarized letter from my employer and they sent a letter stating that this in not a covered reason. I called customer service and they were also no help and could not give me a reason why it would say it on there website but not accept it.Desired Settlement: We would like the price of the tickets refunded... as this was the reason we purchased the insurance coverage for them.

Business

Response:

Dear [redacted]:

Thank you for bringing this matter to my attention.

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

Thank you,

Claims Escalation Analyst

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.

The consumer called and gave us the claim number. It is [redacted].

Regards,

Business

Response:

Dear [redacted]:

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

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 consumer.

As an insurance company, we provide personalized third party insurance to many companies, as well as provide our own insurance products for consumers who travel.

The consumer purchased an Event Ticket protector policy, for an event that was sold thru [redacted]. This product does not offer coverage for any loss due to business obligations. This information was available on the [redacted] website and also listed as a general program exclusion in the insuring agreement that was emailed to the consumer.

The consumer may have been on our general website when she observed information pertaining to business obligations, as some of our personalized travel insurance products may offer coverage for this reason; however, this coverage does not apply to any of the Event Ticket protector policies.

At this time, I regret that we are not able to provide the insured with a more favorable response as according to her insuring agreement; her loss was excluded from coverage.

Thank you,

Claims Escalation Analyst

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.

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

Those stipulations should be noted on your example forms on your general website if the do not apply to everyone. They are extremely misleading and are considered to be false advertisement.

Regards,

Review: I purchased Insurance for a concert from [redacted]. I was unable to attend due to an unexpected illness. The concert was on a Sunday evening at 8 PM. I was ill with the stomach flu that evening and unable to attend the concert due to discomfort. I would have had to drive one and one half hours each way to reach the venue. I was not ill enough to seek medical attention at an emergency room but thought it best to stay home considering my discomfort.

When I contacted the insurance company, I received a rote response that I required vitrification from a doctor. I took the form required to my doctor and was told that they could not attest to my illness after the fact. I agree. They did not see me when I was sick to my stomach. This is a catch 22 situation, that I can not substantiate, "officially". The insurance policy dies not state that the health coverage is only for catastrophic instances. Please advise.Desired Settlement: I would like a refund for the ticket purchase price and the insurance cost.

Allianz Policy Number: [redacted]

Claim Number: [redacted] Order # [redacted]

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 the consumers agreement was the following:

Any serious Injury or any unforeseen serious Illness occurring to You or Your Companion

which results in You being unable to attend the event for which the Single-Day Ticket is

purchased. You or Your Companion must be examined by a Physician within 72 hours of the

cancellation and the Physician must advise You or Your Companion not to attend the event.

According to the documentation on file, the consumer did not see a Physician who advised her not to attend the event.

Due to this, I regret that we are unable to overturn the denial.

Sincerely,

Claims Escalation Analyst

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.

1. [redacted] I was unable to attend, was held in Hershey, PA on SUNDAY, March 09, 2014 at 8:00 PM. I live in [redacted] PA 74 miles away.

2. I became ill on SUNDAY, March 09, 2014 at approximately, 4:00 PM. My illness was gastrointestinal. I was sick to my stomach and had diarrhea for several

hours. When I sufficiently recovered form the symptoms, I decided that it was best to remain in bed for the rest of the evening.

3. I did not see a doctor’s attention for my illness for tow OBVIOUS reasons: firstly, it was Sunday and the office was closed; secondly, my illness was not severe

enough to intrude on the important work done in the emergency room of my local hospital.

4. In live in a very rural area. There are no walk-in medical clinics or alternatives available… at all.

5. It is wholly MY DECISION not a doctors as to whether or not I attend a concert if I am not feeling well. If you think in my condition on Sunday evening that I should have driven 74 miles (148 miles round-trip) form my home in [redacted], PA to Hershey, PA.; you are sadly mistaken.

6. I called your Customer Service Representative on Monday, March 10, 2014 and inquired as to how I should proceed with my claim. He suggested that I visit a walk-in

clinic; we have none. He did not “SAY I NEEDED TO HAVE AN EXAMINATION”. He said. I should have the form filled out. I took him at his word and you see where that has gotten me! I did go to my local physicians office on Monday, March 10, 2014. My doctor was not in on that day. I left the form a requested that it be filled out,

explaining the circumstances. They declined saying that a physician did not examine me. I am beyond frustrated with the runaround on partial information I am receiving form all parties concerned

7. Your criteria are outrageous. Shame on you and your industry.

8. Your policy should make clear that your illness should occur during your doctor’s office hours, when he is in his office and accepting appointments.

9. You should honor my claim! 9. You should honor my claim!

Regards,

Review: I purchased insurance for the [redacted] back in August 2013. Coverage was necessary since my mom was terminally ill and I was unsure if my daughter and I would be able to attend. She has since passed away and we are planning a burial service on the weekend of the [redacted] event. When I contacted Allianz, I was first told of a disclaimer that was sent to my e-mail explaining the terms of the coverage and that based on this e-mail I had 14 days to cancel. I advised them that I did not receive an e-mail and the Allianz personal told me that I should check my spam folder. If Allianz is aware that many people do not receive these e-mail's then why don't they do something about it. This is fraud! They should have the disclaimer in the purchase window or have the customer re-directed to review the policy either before purchase or immediately after.

I was denied a refund since my mom's death had to be within 30 days of the event. Very bad business practices! Very shady! Will never do business with this company again and I hope to spread the news... we don't need companies like this scamming consumers!Desired Settlement: I would like a FULL refund to my credit card. My claim # is [redacted]

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. These terms were readily available in the booking path prior to purchase and also emailed to [redacted]. We show no error in that submission.

The consumers insuring agreement included a named perils certificate. The following coverage was included under the event cancelation benefit:

The death of a Family Member or a Companion on or within thirty (30) days prior to the event

date

According to the claim documents on file, the loss occurred prior to 30 days of the event. Due to this, I regret that we are unable to overturn the denial of the claim.

My review does show that the proper decision was made in this matter.

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.]

Regards,

I am disappointed with the response I received from Allianz Global. Regretfully, I do not wish to pursue this matter any further, as it is a waste of my time. I truly believe it is the intent of this company to deceive the Consumer and Revdex.com should consider removing the A+ rating due to all of the unresolved complaints filed against this company.

Review: Short version, Purchase tickets for "MINDLESS BEHAVIOR" concert on line thru the [redacted] Theatre ticket master website, not knowing thier are serveral parties like "allianz global" putting insurance on tickets sold on-line that are partners with "ticket gallery" who I was unaware of as a second party when purchaing my tickets on line. Tickets that are on pre-sale before hitting the public. They are charging me $50-$65 original ticket price and raised it to $168.00 per ticket and added $16.80 of insurance per ticket of 2. Who in their right mine would place insurance on concert ticket "not me"! I want my money back and they autorizied the transaction on their own. I never agreed to that! If anything I would of pick up my tickets at the gate. I am 100%, I have faith in the United States postal service, now one knows what's inside the evelope until it's opened, unless it is written outside "concert tickets", then I can see it would come up missing or undelivered because someone knew what was inside. I have also made my complaint "[redacted] LLC"-Ticket Gallery your parnter. I will not be out 337.56 for a teen concert! Shame on you! What a SCAM!Desired Settlement: Credit back my credit card of $33.60 as little as it may be to you its a lot for me !

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

The insurance which [redacted] purchased was not an “opt out” program where the insurance is added automatically to the ticket cost. A consumer has to actively choose “yes” for the insurance purchase to consummate. Checking “no”, or leaving both boxes unchecked, will not result in an insurance purchase.

As we provide premium refunds within 10 days of purchase, and this insurance was purchased on May 17th, we are refunding [redacted] premium per her request.

Please feel free to contact me should you have any additional questions

Sincerely,

Review: When booking flight to Dallas in June 2014 for July 26th I purchased flight insurancebecause my mom was 96 years old and one never knows at that age. Not ill, just old.I sent in all that was required, letter fron the doctor flight information.They are now telling me that my claim can not be paid because my mom had a pre-existingproblem because she was put into hospice for end stage Cardiac Diaease. Not a diagnosis she had earlier. My Mom was on no meds. My Mom Passed away on Aug 17,2014Desired Settlement: PAY MY CLAIM. I should not have to jump through more of their hoops. They did not easily have information up front regarding what they would not pay when they took my money.Old is always pre-existing

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.

Currently the consumers claim is pending, it has not been denied. In order to effectively adjudicate a claim, we require a completed Physician Statement form for all medical claims to ensure that the condition is covered under the policy. Without this document, we are unable to process the claim.

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.]

Regards,

Review: I purchased flight cancellation insurance form Allianz. My flight was delayed over 24 hours due to an ice storm. The airline placed me on a flight 28 hours later. I did not have a choice to get on an earlier flight. This is clearly a qualifying circumstance under the terms and conditions of their contract. Yet I was told that since the airline did fly the route within the 24 hours it was not qualifying. I did not have a choice, I was told when I would be allowed to fly, therefore my delay is over 24 hours, if I could have gotten on an earlier flight I would have. This company is fraudulant.Desired Settlement: Pay the cost of my airfare as indicated in the insurance policy.

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. In particular, our trip cancelation/interruption benefit reimburses when there is a 24 hour stoppage of service on the consumers scheduled route by the airline.

According to flight records, the airline did not stop offering services for 24 consecutive hours as there was a flight that departed on the consumers scheduled route. The insuring agreement is very specific in its terms. Unfortunately, not being able to board that flight due to availability of seats was not listed as a named peril.

Sincerely,

Claims Escalation Analyst, USA

Allianz Global Assistance

I am SHOCKED that Allianz Global Assistance has a rating above 1. Do not waste your money. My claim was denied before it was even "reviewed" according to "customer no service". It is a scam and should be avoided!!!!!!!!!!!!!!!

I purchased Allianz travel insurance through [redacted]. I am a 68 year old woman who has been battling breast cancer for 8 years. It has been in remission for quite some while and luckily I have excellent doctors who check on me constantly. In October I made resrevations to fly to Chicago to visit my daughter and attend a wedding. I bought the insurance because you never know when u have cancer, when it could strike again. Two days before I was supposed to go, I found out that my cancer had spread to my bone marrow and I would have to start a chemo treatment and needed a blood transfusion. Of course I had to cancel my trip and thought how lucky I was to have insurance. Unfortunately, Allianz isn't in business to help people, but only to make money. They said it was a preexisting condition and I had office visits 4 months prior and would not cover it. Never mind the fact that cancer patients have many office visits just to make sure things are all right. Just because I have been treated for breast cancer for many years, means that they won't cover. Please do not buy this insurance. Read the reviews and see how they will go to any lengths to not honor your policy.

Review: Bought the travel insurance back in December of 2012. On my way back from Mexico , I discover that someone went in into my luggage and stole a few things. At the moment I called the [redacted] and Allianz to submit a claim. [redacted] took all my information. Also I submit claim to Allianz. Then they (Allianz) star asking me, some kind of a letter that Air Mexico is not providing. Alllianz and I tried to contact [redacted] . They not responding to the emails. When you trying call to customer service of [redacted]. The answer, that they can only answer by email.

One and a half years and claim didnt move no where. Allianz keep saying they need that letter. That theres no way to provide. I feel that im getting run around. Allianz is asking for peace of paper that can not be provide it, in no way. The reason they do that, so they wont pay.Desired Settlement: I would like to get my money back for stolen items.

Business

Response:

[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, like any other insurance, had terms, conditions and exclusions that impact coverage. These terms were emailed to the consumer.

As we were secondary to the common carrier the insuring agreement required the following:

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

A determination letter from the airline is required in order for us to proceed with reimbursement as it is used to determine the amount of liability. Unfortunately, without this document we are unable to proceed with the finalization of the consumers claim.

Sincerely,

[redacted]

[redacted]

I bought a round trip ticket to Australia last September, 2013. I was diagnosed with cancer in mid January 2014. I had a tumor threatening a colon blockage for which I was promptly scheduled for surgery to remove it in early February in hopes of recovering enough to be able to still make my 8 March trip to Australia. I had complications from the surgery for which I was hospitalized a second time within a week of my scheduled departure. I was under the caref of my surgeon, seeing him every week to two weeks, tending an open incision from the original surgery for nearly 6 weeks. My surgeon provided the

physicians form stating he did not recommend I take the

trip. This should have been enough, yet Allianz insists they

need a second form from the referring doctor. I hadn't

seen my gastroenterologist since January when he

discovered the tumor by performing a colonoscopy. Yet

they insist he must also provide a physicians form "in

case my claim violates the pre existing condition waiver".

My surgeon clearly stated I was diagnosed with colon

cancer in mid January of 2014. This company has had

my claim for 90 days. My $1800 plane ticket remains on

my credit card racking up interest charges.

I can't possibly have predicted this health condition. I did

everything in my power to try to go on the trip. I simply

wasn't healthy enough to do so. My gastroenterologist did

provide a letter for me to upload to my claim as I was

unable to access any forms a subsequent time. I tried

every link I had and could not get the form. Allianz insists

his statement must be on the physicians form. They have his contact information, yet made no effort to contact him for clarification they say they need.

My friend who did make the trip, got his camera stolen. It was caught on a surveillance camera and a police report was filled. They would not reimburse him because he did not have his original receipt for his camera. Do you keep every receipt for every purchase you make?

I spoke with a customer service rep and a claims evaluator for 25 minutes today. This ess my second call to Allianz asking them why my surgeon's recommendation wasn't good enough. I got the repeated response, "we must have the form".

I believe this company is doing everything in their power not to provide me coverage that I paid over $150 for. I filed my claim in late February and I remain unrefunded as of late May 2014. I will look very hard to find a different trip insurance provider in the future and I will vehemently recommend that no one use this trip insurance service!! I don't understand how the Revdex.com fits nit use this feedback add part of the company's rating.

Review: On April 1, 2014 I had to cancel a trip overseas due to the fact that my father-in-law, [redacted] xxxx required my care. He is a 90 year old WWII Pearl Harbor Vet. I am his [redacted]. I purchased a trip cancellation policy from Allianz Global for a 2599.00 ticket. The trip cancellation policy stated that trip cancellation due to the need to care for a family member would be covered. I submitted the claim to Allianz but was denied. I then was told to file an appeal with necessary doctor documentation which I did. I have just learned that this appeal was also denied. I appealed the initial decision based on the following from their own coverage policy: the plan specifically stated that a family member not travelling with you requires your care and in a phone conversation with the Allianz office, I was asked to verify the claim with a doctor's note and that it might be successful. This morning, I phoned Allianz to find out the status of my appeal and was told it was denied! They are claiming that "preexisting medical conditions" were not covered! What 90 year old man DOESN'T have some kind of pre-existing medical condition? I asked the person "under what circumstances would you cover caring for a 90 year old?" The person could not answer this question. I asked to speak with a manager or complaint department and she said there was no such office. This insurance company is completely unethical and is engaging in very misleading advertising and their insurance policy is very deceptive. They had no intention of paying out anything from the get go. We would like our money back: 2599 was the cost of the ticket and we paid 168 for the insurance plan. We have also submitted a formal complaint to [redacted] which partnered with Allianz for travel insurance coverage. They are investigating this company at this time. Please help look into this company's terrible business practice. They should be shut down! We have read many negative reviews about this firm.Desired Settlement: We would like a total refund of the money we paid for the insurance policy: $168 plus the value of the airline ticket of $2599.00.

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. 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 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.

Pre-existing conditions is not the issue, the live -in health care provider moved out suddenly leaving me no choice but to cancel my trip as I am the other healthcare provider. We chose this insurance because it stated that if cancellation was to care for a family member needing my care, refer to page 6 section 2 under what certificate includes, it would be covered. This company has very deceptive adds and by reading the complaints online I feel there is no condition that they would cover. This company is stealing from the consumer in a way that makes [redacted] look like a Saint. At least [redacted] did not pretend not to be a crook! I would like this company to tell me a single case that WOULD be covered for a 90 year old.!

Regards,

Review: Allianz is used by [redacted] travel. [redacted] approved my refund, but Allianz has held on to it for months and failed to communicate to me exactly what they need in a timely fashion. The nature of our medical problem is complicated, but Allianz refused to work with us. They still have my money.Desired Settlement: I would like my money credited to my account.

Business

Response:

Dear [redacted]:

Our records indicate that the consumer has been reimbursed for the nonrefundable trip expenses. We apologize for the delay. Whenever documentation is received, it is reviewed within 7 to 10 business days.

Sincerely,

Claims Escalation Analyst

www.allianzassistance.com

Review: I received permission from my grandson's father ([redacted]) to take him ([redacted]) on a [redacted] which I was paying for everything except his passport. Two weeks prior to the cruise I found out that he had no intentions of securing a passport for [redacted]. Allianz was notified by my travel agent, [redacted] from [redacted]) and I received soon after that a denial of the claim because they said it was listed on the contract. This was unforseen, I was blindsided not to mention the disappointment my 9 yr old grandson experienced because of his selfish father. I have been in contact with Allianz May 28 & June 3 by email and they keep putting me off, first telling me in 10-12 business days they'll get back to me after they review it. Then I contacted them again after the 12 days now they are saying in 10 days they'll send me their decision. I keep getting the run around no one calls or emails me I have initiated every correspondence. With a abundance of single and divorced parents this could and may happen to someone else. I feel I should be refunded $328.00 that was paid for the cruise that he never went.Desired Settlement: I paid $328.00 for [redacted] to go on the cruise and I feel I should be refunded that was the purpose of taking out the insurance never knowing I would be requesting at all.

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.

While we understand the event was unforeseen, unfortunately, a child not being allowed to travel because of a parent refusing to obtain the child’s passport was not included among those reasons.

At this time, my review indicates that the proper decision was made and I regret that we are unable to provide the insured was 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.]

Regards,

They never offered anything not even half. I paid for the insurance in good faith not realizing that I would have to use it. Even the airline ([redacted]) gave me a credit for the amount I had paid for the air for [redacted].

Review: On July, 2015, I reserved lodging for 11-18 July with [redacted] and added protection insurance in the case of an emergency for approximately $45. I called them on or about July 11, 2015, to inform them I would not check in on 11 July due to a mandatory meeting at work I missed my flight and connection. I called 866-468-9473 who told me to call 800-771-1281; who told me to call 866-468-9473. My situation was stressful enough without the added run around.Desired Settlement: Please refund the $45 due to not offering me any protection or service. Thank you

Business

Response:

Dear Ms. [redacted]:Thank you for forwarding this matter to my attention. We apologize for any frustration the cancelation process may have caused the consumer.I have requested to have the policy canceled. Please advise the consumer that it may take up to one billing cycle to see the credit from the financial institution. Sincerely,Kalinda H[redacted]Claims Escalation Analyst

Consumer

Response:

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 would appreciate the business considering reimbursing the $110 lodging rate plus $24.65 tax amount; in addition to original insurance fee. I will wait for the business to perform the agreed upon action and hope they will consider reimbursement of all items; 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: Company lost my policy and refuses to refund my money. The reason is that they cannot find the policy. Proof of purchase was sent to the company.

I've bought travel insurance through [redacted], had to cancel trip, received an email from [redacted] saying that insurance has to be canceled separately and it can be done through web-site. I went on web-site, it says that policy is invalid, called the agency, customer service agent told me that they cannot locate a record and I need to send a proof of purchase. I sent in a proof or purchase, did not get any response or refund. contacted company again, they cannot locate record and therefore cannot refund money. The agent refused to escalate call to supervisor, saying that there is no one available. The agent's ID [redacted], his name is [redacted].Desired Settlement: I expect them to refund the full amount ASAP

Business

Response:

Dear [redacted]:

Thank you for bringing this matter to my attention. We apologize for any frustration the consumer may have experienced while his case was being researched.

Our records indicate that the consumer’s policy was canceled on April 14, 2014.

The consumer has been advised of the timeframe for the refund.

Thank you,

Claims Escalation Analyst

Allianz Global Assistance

Review: While preparing for deployment, I purchased a policy from this company in case my flight itinarary changed to avoid unnecessary charges for changing or cancelling my planned flight scheduled between a training event and deployment to Afghanistan. To ensure my specific scenario would be covered, I called the company and spoke to a customer service representative who confirmed that the policy would cover my situation. I notified the rep that I would not be at my home, but instead at a deployment platform in Mississippi and to send all policy information to my email. Instead, the company sent policy information to my home some two weeks later. The policy information contradicted the information provided by the customer service rep's information provided over the phone. The customer service rep indicated that all I needed to do was to provide a letter from my commanding officer explaining the need to change itinarary and my costs would be covered by this policy, however, upon submitting the necessary documentation, I was denied coverage. I insisted upon a second review and provided additional information and was subsequently denied again. I feel this was an act of bait and switch.Desired Settlement: I would like for fees incurred for changing flights to be covered. I am not looking for my airline ticket to be refunded, although due to extended delays in the initial itinarary, I could make a strong case for at least a partial refund from [redacted], I only wish to recover the costs incurred from changing flights, which was $426.

Business

Response:

Dear [redacted]:

Thank you for bringing this matter to my attention.

Our records indicate the consumer’s policy was mailed to him on 11/26/13. It was then emailed directly to the consumer on 12/10/2013 when he called in to our Customer Service Department to fix his travel dates. This was 12 days prior to the insured trip departure date.

Our insuring agreement included a named peril certificate in which we only provided coverage for the reasons that are listed, exactly how we list them.

The consumer has indicated that he was told that his reason would be covered. We have confirmed that he was provided that information by his travel supplier and not by Allianz Customer Service.

Unfortunately, the consumers delay did not meet requirements as listed in the insuring agreement.

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

Sincerely,

Claims Escalation Analyst

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.

The response from Allianz Global Insurance claim is erroneous. I did not claim the information that circumstances related to claim was provided by [redacted], but instead a representative from Allianz Global Insurance company. As is common with most insurance companies, their first line of defense is to deny the claim and ask for additional information. Having worked a number of years within the [redacted], this strategy keeps profit margins high and claims paid out low. Most complaints either give up due to the many man-hours being dedicated to fight such denials. I would never have purchased the policy unless it was applicable to my situation and confirmed by a representative from their company, not the airline service provider. I would not allow an airline service provider to confirm the policy guidelines of a third-party insurance provider due to my previous experience with insurance companies while serving as a manager for a durable medical equipment provider submitting claims to such an organization. I am an American Servicemember fighting for our country overseas and deserve better treatment than what I have received.

Regards,

Review: We purchased plane tickets to [redacted] and insurance on the tickets through Allianz. I became pregnant with our second child in May of 2014, and I was seeing my OB-GYN (Dr. [redacted]) starting in July for regular monthly pregnancy visits. When I saw him for my October visit, 10-16-14 I was experiencing "2+ edema in the pretibial region." He advised me at that time not to traveling as the swelling would put me at a higher risk for blood clots. So we did not take the trip to [redacted].My husband sent paperwork to Allianz to get a refund for our trip. Allianz said they needed to determine if my edema was a pre-exisiting condition, so needed paperwork from the Doctor's office. Dr. [redacted] filled out the Physician's Statement Form and sent it in. On 11-6-14, Allianz requested additional clarification. Dr. [redacted]'s office also comp**ted this form, but since I am pregnant and having been seeing Dr. [redacted] since July the questions were very confusing...yes I was seeing the Doctor for Pregnancy in July, but no I did not have swelling of my hands and feet prior to the purchase of the ticket. According to Allianz, the forms were filled out incorrectly and they denied my claim. [redacted] and [redacted] from Dr. [redacted]'s office have both called on this and filled out additional forms trying to clarify yes, I was pregnant in July but the swelling did not occur until my 10-16-14 visit but we were never ab** to get our money returned and they kept putting us through the appeals process.I personally cal**d on 1-8-15. I talked with [redacted] at Allianz and she said they were waiting on medical records from the Dr's office, I had in hand the Dr's fax dated 12-18-14, but I resent forms and followed up on 1-15-15. I again spoke with [redacted] and she said they had received additional paperwork and it was in the appeals process. I spoke with [redacted] and then his superior [redacted] today to learn our appealed claim has been denied even though paperwork was resent with medical records from 10-16-14.Desired Settlement: I now have to send in all medical records from March 25, 2014 through July 22, 2014. I was not pregnant in March and never saw Dr. [redacted] until 7-21-2014. I am going to have the office send in additional paperwork today. This has been a cumbersome and ridiculous jump through the hoops process, with horrible customer service and trick questions to confuse consumers and doctors.I want a full refund of our plane tickets and an additional $500 for lost time on phone calls and emails to alliaz

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 you.The initial denial of your claim was due to information received by your physician. As you know, the policy you purchased does not cover "existing medical conditions". The exclusionary period for such conditions was March 25, 2014 through July 22, 2014. Your physician specifically advised you were experiencing symptoms during that period which resulted in the denial of your claim. On December 18, 2014 your physician sent us a new form with new information. That form was in different handwriting than the first form. Due to the discrepancy we asked for medical records to clear up any confusion. We received those records today, January 28, 2015. I have forwarded your claim to the Claims Department and have recommended they issue payment on your behalf. An update to the status of your claim should be available online within 48 hours or you may contact the Claims Department directly at [redacted].Sincerely,[redacted]Quality AnalystClaims Quality Assurance9950 Mayland DriveRichmond, VA 23233www.allianzassistance.com

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Description: Insurance Companies, Insurance Services, Insurance Agencies and Brokerages (NAICS: 524210)

Address: 9950 Mayland Drive, Henrico, Virginia, United States, 23233

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