Allianz Global Assistance

Review: I purchased a travel package through [redacted] to Grand Cayman Island. Their website always promotes buying trip insurance to protect your investment. Since this trip required a sizable investment I purchased the trip insurance. Because of mechanical problems with the [redacted] plane we missed out on one day of our vacation. However, since this was a prepaid package the resort would not refund the money for the unused room and resort fee that amounted to about $350. Therefore I filed a claim with the travel insurance company since I was led to believe that this is exactly what the insurance was for. On March 6, 2014 I received a letter from the insurance company denying my claim. The letter said "Prepaid expenses are not covered as part of the policy".

I was unaware that any airline would let me fly without prepaying the expense. The same is true for travel packages sold by [redacted] and other travel services. I guess I am confused as to why a company could sell a product that would never have to pay a claim. I feel that I have been scammed by this company.

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,

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.

The policy number is [redacted]

Regards,

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.

According to the consumers claim documentation, the cause of loss was due to an event that fell under the benefit of Travel Delay. The Travel Delay benefit provides reimbursement for additional accommodations and transportation expenses you incur while you are delayed. It does not provide reimbursement for pre-paid expenses. Pre-paid expenses are covered under the Trip Cancelation and Trip Interruption benefit. As the loss did not meet the terms of those benefits, we processed the claim under the appropriate benefit of Travel Delay.

The consumer claimed expenses that were pre-paid; therefore, we were not able to honor the claim.

At this time 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.

I still look at this as a scam. Any one purchasing a travel package which includes air and lodging like I purchased from [redacted] must pay for the trip in advance. Using the insurance company's logic they will never have to pay a claim since all expenses were prepaid. Does not seem legal to me.

Regards,

Review: I purchased insurance in November for tickets to an event to occur in January. The event was canceled about a week later. I contacted Allianz to have the insurance cancelled and my money refunded. I called, 11/23/15, 11/24/15, 12/24/15, 12/29/15, and 1/4/16. I've spoken to Thomas, Isaac, Omar, Carlos, and the supervisor Roger. I even disputed it on my [redacted] card. They denied the dispute. Then told me that my money would be refunded in 48 hours. As of today I still do not have my refund.Desired Settlement: I cancelled the service in November 2015 and was told my money would be refunded in 48 hours. It is now January 2016 and I still don't have my refund.. I have called repeatedly to no avail.

Business

Response:

Dear Ms. [redacted]: Thank you for forwarding this matter to my attention. According to our records, the consumer’s policy was canceled and the credit card was refunded for the full cost on January 11, 2016. Sincerely, Kalinda [redacted]Claims Escalation Examiner 9950 Mayland Drive Richmond, Virginia 23233 www.allianzassistance.com

Review: I made a reservation for a rental car through Enterprise on 12/18/15. The rental dates were ALWAYS for pick up on Wed 12/23/15 and to be dropped off on Wed 12/30/15.

On Tues 12/22/15 I went online to purchase rental care insurance coverage through Allianz.

I triple checked the dates of Wed 12/23- Wed 12/30 and paid the total due.

Unfortunately I was involved in an accident on my way home on the morning of Wed 12/30.

I called to file a claim after it happened and at that time I was told my policy was for Tues 12/22 through Tues 12/29 and that the rental was not covered because of this! When I spoke to supervisor he told me that I should of read the contract. The contract was never emailed to me like it said it would be. I had to call Allianz on 12/23 when I was picking up the vehicle only after I realized they never sent it. It was my mistake for not double checking what they sent me but it was finally sent to me in the heat of the moment of picking up a rental, packing, and traveling. My issues is this, In 2012 I had a similar policy through Allianz and later after safely returning the vehicle ect I saw that they had ended the policy a day early at that time as well. I never thought much about it then but it can not be a coincidence that this happened again. They are essentially getting out of 2 days of coverage. They are covering it for a day that customers dont actually have the rental vehicle and ending it a day before they should. That's 2 days less likely they have to cover something. I feel like this is common practice with this company and also feel like its bait and switch type of situation. How many other people have they done this to?Desired Settlement: I want the correct dates that I entered to be honored. My original reservation never changed and the coverage should not of been held on a day that I didnt have the rental and ended a day before return. I want my claim on the vehicle filed and honored. I also want other consumers to be aware.

Business

Response:

Dear Ms. [redacted]:Thank you for forwarding this matter to my attention.I have reviewed the consumer’s policy that was purchased on the website by the consumer. The rental dates entered by the consumer were 12/22 – 12/29/15. If the consumer was involved in an accident after those insured dates, then the insuring agreement would not cover that loss. I regret that we are unable to provide a more favorable response at this time. 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.

I want SOMEONE to do research into whether or not this company has had similar complaints. I feel as if it is common practice. They did this twice to me where the policy was started a day early and ended a day short. That can not be a coincidence. They are basically getting out of coverage for 2 days. I KNOW what days I entered when I purchased the policy as I TRIPLE checked the info. My rental dates NEVER changed.

Regards,

Review: I purchased traveler's insurance for a trip through [redacted]. It states the trip insurance protects your travel plans including trip cancellation protection. I went to check the terms and conditions and clicked on the link, the link was unavailable. I then bought the insurance. I went to cancel my trip, and clicked on the terms and conditions link, and again, it was unavailable. I checked the FAQ's page, and it states 'Changing your mind about taking a trip or having certain business obligations are not covered'. The company is falsely advertising 'trip cancellation protection', but then not allowing you to cancel unless it is one of their specific reasons. Please check into the reasons because they are not common, valid reasons.Desired Settlement: I would like to be refunded for the $40.18 the company charged me, as well as have them remove that their trip insurance covers 'Trip Cancellation Protection'. I have previously used their service on other flights, and I believe it's a scam.

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 consumer.Our

insurance programs are like any other type of insurance in that there are

terms, conditions, and exclusions that impact coverage. These terms are readily

available in the booking path prior to purchase. I am not sure why the consumer

was not able to review them. The terms

were also emailed to the consumer. 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. As the 10 days have passed since the consumer

bought the policy, we are not able to issue a refund. The consumer may request

to reuse the policy for a different trip and inquire about a date change as the

dates of travel have not passed as of yet. Once the dates have passed the

consumer will not be able to request the change. For more information

about future use of the policy, the consumer may email the Sales

Support Department at [email protected],Kalinda

H[redacted]Claims

Escalation Analyst9950 Mayland Drive Richmond, Virginia 23233www.allianzassistance.com

Review: I purchased travel insurance from Allianz on 6/5/15 when purchasing airline tickets to travel overseas. Upon arriving at our destination our bags were missing. I filed a report at the airport and notified Allianz right a way which opened a claim. At that time I was told by Allianz that I would be reimbursed $300 for each person on the policy that lost a bag and I did not have to keep receipts to be reimbursed. Upon returning to the states I continued the claim with Allianz. After a couple of weeks I called to find out about the claim and was told it would be denied because my policy didn't cover delayed baggage. I told the representative that the bag had been lost for three weeks and I had to purchase items while on the cruise until returning to the US so I should be reimbursed. She said the bag is considered delayed since it showed up even if it was three weeks later. My "Letter of Confirmation" from Allianz states I had "Baggage Coverage" and the "Insurance Certificate" I received stated there was "Lost" Baggage Coverage and "Delayed" Baggage Coverage which led me to believe I had coverage regardless to whether it was lost or delayed because my Confirmation Letter stated I had "Baggage Coverage". They are saying I didn't have "Baggage Delay" coverage that I only had "Lost" baggage coverage. No where in the documents they sent me does it state this. I informed them that according to the IATA the Montreal Convention provides a liability regime for baggage that airlines are to follow for International Flights and according to it baggage is considered to be "lost" after 21 days which is the case with my bag and I asked why they aren't following this order. They didn't have an answer. Allianz considers it lost if it NEVER shows up. Consider the term "Lost and Found" my bag was "LOST" and then it was found three weeks later therefore I should be compensated in some way since I paid for "Baggage Coverage".Desired Settlement: Due to the fact that I paid for "Baggage Coverage" and my Confirmation Letter states I had "Baggage Coverage" I should be compensated for the items I had to purchase while I did not have my baggage.

Business

Response:

Dear Ms. [redacted]:Thank you for forwarding this matter to my attention.Our insurance, like any other insurance had terms, conditions and exclusions that impact the coverage. These terms were readily available in the booking path prior to purchase and also emailed to the consumer. The certificate of insurance guide sent to the insured indicated the following:Please make sure you read these documents carefully. This certificate may describe coverageyour plan doesn’t include. Make sure you review carefully your letter of confirmation. Contact usimmediately if you don’t receive your letter of confirmation or if you think there is a mistake.The letter of confirmation listed Baggage coverage and not baggage delay coverage. The information on file indicates the baggage was delayed. As the consumers loss did not evoke the coverage of the plan, we are unable to overturn the denial of the claim. Sincerely,[redacted]

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.The Letter of Confirmation states that I had "Baggage Coverage" as you can see on the [redacted]. No where in writing does it state that it is limited to lost baggage coverage. The Certificate of Insurance I received states the there is Lost, damaged or stolen baggage coverage and there is delayed baggage coverage. Again my policy stated that I had "Baggage Coverage". The bag was lost for three weeks and no where does the policy state what time frame is considered lost or delayed. I believe that they are misrepresenting the actual coverage by only stating "Baggage Coverage" on the plan inclusions.

Regards,

Review: I purchased event ticket protection through Allianz Global Assistance on January 13, 2014 for an event that my husband and I planned to attend in [redacted] on January 31, 2014. Due to a very rare and unexpected snow and ice storm that began on January 28, 2014, we were unable to go on the trip and attend the event as planned. My husband actually was stranded on the interstate for more than 24 hours, finally reaching our home at approximately 5:00pm on January 29th. Allianz refuses to pay on the claim that I have submitted. Our state's governor declared a state of emergency for our area and most roads were unsafe for driving, schools were closed (we have 3 school-age children), and it would have been virtually impossible for us to take this trip and attend this event. Allianz's website states that "Wild horses couldnt keep you from your event. But a case of the flu could. So could car trouble or a family emergency. If life throws an unexpected wrench in your plans, Event Ticket Protector can help you recoup the money you spent on your tickets." I do not feel that Allianz lived up to my expectation that I was "protected" when I purchased a plan to cover my event ticket purchase.Desired Settlement: I would like for Allianz to refund my ticket purchase for the event, as I believed that purchasing insurance with Allianz would do.

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. Specifically included in those terms were the following:

You or Your Companion not arriving at the venue due to a delay by the Common Carrier used

for transportation.

According to the documentation on file, the consumer’s flight that was scheduled a day before the event departed. We do not have documentation on file to show that the common carrier would not have been able to get the consumer to the destination to attend the event. The insuring agreement did not provide coverage for bad weather.

At this time, our decision remains and I regret that we are unable to overturn the denial.

If the consumer has any questions regarding the claim process, they may contact our Claim Department a[redacted].

Sincerely,

Review: I purchased the trip insurance together with my trip and am asking why it is not canceled together with my trip?

Policy ID: [redacted] I have canceled the trip with [redacted] shortly after purchase and am dismayed at the fact the trip insurance is not automatically canceled when a trip is canceled.

I have spoken to your agent on the phone and they refused to cancel a policy to a trip that has been canceled.

I purchased the trip insurance together with my trip and am asking why it is not canceled together with my trip?

Policy ID: [redacted] I already have another trip booked with another policy from Allianz and therefore request a credit to my credit card and not a credit for

future travel.Desired Settlement: Requesting a full refund for policy number: [redacted] The trip has been canceled and therefore I do not need the insurance.

Business

Response:

Dear [redacted]:Thank you for directing this matter to my attention. We apologize for any inconvenience you may have experienced.Regarding the policy number you've provided: Our records show you paid $101.32 in premium on 12/2/2013. I see you cancelled the policy on 12/14/2013 and a credit was issued to your credit card for $101.32 (one credit for $48.82 and one credit for $52.50). If you have further questions you may contact our Customer Service Department at [redacted].Sincerely,[redacted]Claims Quality Assurance9950 Mayland DriveRichmond, VA 23233www.allianzassistance.com

Review: On November 21st I flew to Argentina where my suitcase was delayed, and opened. On my way back, I reported the missing things to the Insurance company. I took the insurance through [redacted], however it showed a "[redacted]" logo...

I provided information relevant to the few things that were stolen from my suitcase, however they kept sending me letters to "provide documentation" I just answered properly every letter that I've received.

Finally on January 24th. then sent me a letter alleging that my policy did not include the benefit to which I filed the claim. I considered this deceiving since is what they advertise. What I lost was less than $300.00 and I have no idea how could I provide documents for for example: "a silk tie that I got from the [redacted]"

I feel deceived by this insurance scam.

thanks for the attention to this matter.

[redacted]Desired Settlement: Pay for the damages and honor the policies that they advertise.

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

Our insurance, like any other insurance had a 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 the date of purchase.

Specifically included in those terms were the following:

Please make sure you read this Letter of Confirmation, your enclosed Certificate of

Insurance/Policy, and any other attached documents, including riders or other

forms carefully. Because the Certificate of Insurance/Policy may describe coverage

not included in your plan, be sure to look at all of the documents to understand your

specific coverage. Contact us immediately if you think there is a mistake in your

Letter of Confirmation.

We were not able to provide coverage for the consumers loss because the consumer did not have the benefit that would have covered the loss. The consumer filed a claim for loss or stolen baggage however the insured only had baggage delay coverage.

My review reflects that the proper decision was made. At this time we are unable to overturn the denial of the claim.

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.

Their response is as deceiving as their advertising. That is exactly the issue: they advertise something and, if you don't read the small print, you are "[redacted]". Forgive my bluntness but this is exactly the case. Indeed, my suitcase was delayed and when it shower up, was opened and with some of my stuff missing. All the insurance has been asking me is to give them "support material" what is that suppose to mean? I described what I was missing twice and they kept sending me the same answer.

Review: We purchased travel insurance for our [redacted] trip scheduled for January 3-5, 2014. We knew there was a risk of weather issues because we live in [redacted] and were travelling to [redacted]. That is the reason we purchased travel insurance and all language obviously available at the time of purchase indicated that we'd be covered. Upon confirmation of our [redacted] purchase, we did receive notification of the insurance with an attached policy document. The email gave no indication that there was a review period during which I could cancel my insurance. Even if there was, I would probably not have checked because an inability to travel due to confirmed travel advisories seemed like such an obvious covered event. Also, cancelling the insurance would have only saved me $8 of the $200 I spent for the hotel and the insurance. I could not have known that I wasn't covered for inability to travel due to travel advisories, even if I'd have done everything I could to research it, until I purchased the [redacted] hotel package and received the policy document via email. I see no way I could have protected myself and the information I had at the time was extremely misleading.Desired Settlement: I would be satisfied if I could receive a refund of my $200.91 spent for the trip I was unable to take.

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 for review prior to the purchase of the insurance and also emailed to the email address provided.

The insuring agreement included the following language:

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 theconditions we describe.

Unfortunately, travel advisories/warnings were not listed as a named peril in the consumers insuring agreement.

Due to this reason, I regret that we are unable to honor the consumers request for reimbursement.

Sincerely,

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 company refused to make any offer to resolve my complaint. My complaint is that the way the policy is advertised would lead a reasonable person to purchase the insurance without even considering that the inability to travel to the destination wouldn't be covered. The terms and conditions were summarized on the purchase page of the website in a way that made them sound much more inclusive and, to view the full terms and conditions, a consumer would have had to click through multiple pages to bring them up. I believe 9 out of 10 consumers would go forward with the purchase without going through the hoops to view the Terms and Conditions. They were more easily available after purchase, but at that time I could only cancel the insurance and save $8, but would have been out the nearly $200 for the trip. I may have not even realized I wasn't covered after viewing the terms and conditions because they aren't entirely clear to an average consumer.

Review: I purchased insurance on a couple of event tickets back in November of 2012 for an event scheduled in October of 2013. The policy states that I may file a claim for a refund if my vehicle brakes down within 24 hours of the event. The morning of the event, as my husband and I were driving out of town and picked up speed we noticed a really loud grinding noise and began feeling some trembling. As we continued driving our vehicle suddenly stopped and the check engine light came out. We turned our vehicle back on with no problem but the light stayed on. At this point, we decided that it was too dangerous to take a trip clear down to Los Angles, California. We were coming from up north and decided to turn around and head back home. This happened that Friday morning and was leading into the weekend. We come from a small town so there aren't many places where we can take out vehicle to get checked out. Most vehicles can only be seen by appointment only and the shop is closed on the weekends. We also didn't have the finances at the time to take it in to be put through the machine so we just had a mechanic we knew take a look at it. When we finally were able to be seen by the shop the following week, we received some unexpected news about our vehicle. There were a few things that needed to be replaced including brakes, rotors, and a few other things. We spend over $800 in order to get our vehicle running again. I submitted a claim to Global Assistance Allianz immediately and they gave me the run around. I tried for several months and even included an invoice and receipt of the expenses we had to make on our vehicle in order to fix it but for some reason it wasn't enough. I made phone calls and sent emails to follow up with my claim and still nothing. I am upset at the way this company has handled our claim. I feel like my husband and I put our trust and invested in this insurance company believing that they would take care of us in case something happened and we have been let down.Desired Settlement: We would like for Global Assistance Allianz to refund the money we paid for our event tickets which is a total of $296.30.

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 address provided.

At this time we do not have sufficient information on file to honor the consumers claim. I encourage the consumer to file an appeal with the Appeal Department and obtain a notarized statement from the mechanic who they indicated inspected their car when it was broke down. The statement should support the consumer’s statement of when the breakdown occurred and when it was inspected by the mechanic. They may contact the Appeal Department at [email protected] .

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.

I have already provided documentation and a statement from the business who worked on my vehicle. It clearly states that my vehicle had broke down and that it needed repairs immediately. I don't know what other documentation they need. I would like to be refunded for my tickets that I purchased. I have clearly met the requirements of the insurance's policy.

Regards,

This company is a total fraud. I was to travel to a state that was declared a state of emergency by the governor of South Carolina. The president of the United States declared the entire state a disaster area! My little claim for flight reimbursement was denied because they do not cover "States of emergency"??? I have talked to the claim representatives and have been told that is not covered. If my flight had been cancelled the airline would have given me a full refund. So basically, this insurance company had zero liability. Take my money and I have no responsibility...is this what we have come to??

Review: On May25 I began a cruise ([redacted] around Ireland) with my husband and several friends. Unfortunately a severe storm occurred on the 3rd day and our trip ended significantly early. This storm caused the generator on the ship to fail. The ship was then evacuated shortly after, This is public information and can be easily confirmed. Before this trip I bought trip insurance from Allianz. As soon as I returned, I followed the Allianz claim policy under the "interruption" clause, which should cover up to $3000.Cruise line gave us 60% refund and I claimed 40% from insurance, which is $1500.But insurance company covered under "delay" clause, which is $300 in total. After reviewing the Allianz insurance policy, which says strikes,natural disasters,bad weather resulting in the complete cessation of services by cruise line, airlines, the tour operator for at least 24 hrs.,goes under "interruption" clause.Due to the above stated facts, I believe strongly that I am in title to get $1200 back.My claim is # [redacted]. Thank you for your help.Desired Settlement: I would like to get $1200 refund back.

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 interruption benefit reimburses the pro-rata portion of an interrupted trip less any refunds the consumer receives or is due to receive from their travel supplier.

In this claim, the consumer was actually reimbursed by her cruise line in excess of the number of days she missed. Accordingly, we were unable to provide coverage under her trip interruption benefit.

She did qualify to have unreimbursed expenses covered under her travel delay benefit. We exhausted her travel delay benefit, which had a limit of liability of [redacted], by payment.

Unfortunately, having one’s travel plans cancelled by the accommodation owner was not included among the reasons which would have triggered his trip cancellation benefit.

In reviewing the call he mentions in his complaint, our Associate did not guarantee that his claim would be covered and directed him to file his claim on-line, which he did.

My review does show that our handling of this matter was proper. I regret no further payments will be issued.

Sincerely,

Manager, Regulatory Claims, USA

Review: I purchased travel insurance form Allianz Ins Co. for a hotel reservation in Charleston So Carolina May 1 through May 6, 2013. I immediately canceled the hotel reservation upon finding out the hotel was under construction, from my son who lived there. This was done within 2 hours. I notified the hotel, [redacted], and Allianz that I could not stay at that hotel due to asthma and allergies. Allianz stated this should not be a problem since it was cancelled so soon. The hotel accepted the cancelation and [redacted], after several conversations, kept referring me back to Allianz. Allianz requested a note from my M.D.. I complied with their request. They then called and stated they needed a form sent from my M.D., by fax, within 48 hours, again I complied with no results. The last communication was 6/21/13 with a three way conversation with Chase cc, and Alliance in which again Alliance requested another fax from my M.D. on a Friday night. Saturday morning I again received a letter from Alliance stating the case is closed. Chase had sent their required forms to Allianz. Chase has stated the charge for this unused reservation will appear on the next bill again after I contested this charge of $1,294.02. I have communicated with them on these dates3/12/13,3/13/13,3/14/13,3/28/13,4/13/13/,4/22/13,5/1/13,6/12/13,6/21/13,6/2...⇄ thank you [redacted]Desired Settlement: I request that Alliance send a check for $1,294.02, the cost of the hotel since I purchased insurance for this purpose.

Business

Response:

Dear [redacted]:

I reveiwed the consumer's policy and it appears that our Finance Department has not received the documentation which would show the consumer has cancelled the dispute of the charge for her policy. Accordingly, we are unable to process her claim.

We stand ready to do that for her as soon as Finance receives the information which shows the consumer has paid her premium.

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 did not ask for the cost of purchasing the insurance to be refunded. I am asking for Allianz to pay the charge for the [redacted] bill. I did not use the hotel and have notified both hot wire and allianz and [redacted] and the hotel on many occasions by all methods. I have sent the required information from my physician to both companies and [redacted] cc has sent their information. They consistently lie and send me conflicting information to continue the run around. There is no premium to be paid it was done at the purchase.

Review: I recently acquire insurance through your company for an upcoming trip. However, I have been unable to reach your company through the multiple numbers and occasions that I have tried. I even tried the number listed with the Revdex.com and left a message. I have an issue I was trying to discuss with you, but after 8 phone calls and over 2 hours on hold I have yet to reach and actual person.Desired Settlement: I honestly want someone to contact me to discuss my question and I would like a refund.

Business

Response:

[redacted] Thank you for forwarding this matter to my attention. According to our records, the consumer’s policy was canceled on 6/2/2015 and he no longer has insurance with us. If he still has questions unanswered I can request to have a customer service representative give him a call. Sincerely, [redacted]

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: On July 9, 2013, I purchased airfare to and from Montreal Canada with [redacted] for future travel on November 14-18, 2013. Upon purchasing the airfare, I was prompted to purchase trip insurance with Allianz Global Assistance. So I went ahead and purchased a policy. I was told that the policy can offer reimbursement of expenses if the trip is cancelled. I was then emailed a copy of their policy, which I reviewed at the time. Then on September 9 of 2013, my employers, [redacted] - which is funded by the Federal Government, notified me and my fellow coworkers that our funding for the school year had been reduced by the government shut down and sequestration. I personally lost $5000 for the school year, which is roughly a $500 loss a month. After two months of adjusting my budget, I realized that my trip to Montreal was financially impossible. So, within the first week of November I cancelled the trip and filed a claim with Allianz to recover the $453.73 for airfare. On February 19, 2014 I received a letter from Allianz denying my claim. On March 12, 2014 I called Allianz and spoke with [redacted], a Supervisor with Allianz. I asked if we could reach a compromise and see if I could recover half the $453.73. I was then denied and told that the policy they sent me does not cover a reduce in pay. Upon speaking further, [redacted] told me to review the policy that it has a list of events covered under the policy and events "not covered" under the policy. Upon reviewing the policy again, any terms for a decrease in pay that is unforeseeable is not listed under events not covered. I can supply copies of all the policies that I received. It has some very specific events that are both covered and not covered - none of which include a decrease in pay.Desired Settlement: I wish for Allianz to reimburse me for the full $453.73 for the cancelled trip.

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. The insuring agreement included the following language:

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.

Unforuntaley, having to cancel your trip due to a pay decrease was not listed as a named peril.

My review indicates that the proper decision was made and I regret that we are unable to overturn the denial at this time.

Sincerely,

Claims Escalation Analyst

Consumer

Response:

I have reviewed the letter sent 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 feel no offer or solution was even attempted on Allianz’s part.

When speaking to representatives from Allianz to get reimbursed for a cancelled trip, they kept asking me to go back and look at the policy that they sent me. I was told within this policy is a list of events that are covered (such as a court subpoena) under the “peril” policy, as well as, events NOT covered.

Well the term “deduction in pay” is not listed in events not covered also.

The term perils is used to describe the policy; and the word peril is defined as the dangers or difficulties that arise from a particular situation or activity. For me a decrease in pay of $500 a month is a difficulty that came about from the Government shutdown that affected the funding of my current place of employment. How can I justify spending money on a trip if my very livelihood had taken such a financial hit?

I don’t understand how a court subpoena can be considered a peril, but an unforeseen loss in pay due to circumstances beyond my control cannot!

I can’t believe Allianz wouldn’t even agree to reimburse me half the costs of the airfare. They aren’t even attempting to make me an offer.

Regards,

Review: On December 4, 2014 I booked a room in [redacted], FL under [redacted]. I was not absolutely sure if I was going to be able to keep the reservation due to my work schedule so I purchased the additional reservation insurance to protect my purchase in case I needed to cancel. I purchased the extra reservation insurance through Allianz Global Assistance. I did end up being asked to come into work the weekend of my reservation and so I did file a claim with Allianz to request a refund for the Hotel Reservation since I wouldn't be able to make it. Upon submitting the claim I also included a signed letter from my Department Director verifying that I was working that weekend. This was the necessary back-up that was required for the claim submittal. Allianz then mailed me a letter that said my claim was not approved and that "having to work" was not a valid reason to give me a refund! I am in shock. I have to cancel my Valentine's Day weekend trip that I have paid $[redacted] for(including the trip insurance). I have to work because I need the money, and now Allianz wants to keep my $[redacted] BECAUSE I have to work. It will cost me more in a lost reservation than what I am going to earn at the office that weekend. On top of that, the hotel will be glad to keep my unused reservation money and then book the rooms anyway. Making DOUBLE for the night, while I'm out almost $[redacted]. My reason for cancelling is 100% valid and I can't believe that Allianz would turn down my claim even after I provided back-up. They are taking advantage of people by "offering protection" but with no intention of providing the "protection." Please help, I cannot afford to lose all of this money on an un-used reservation.Desired Settlement: I would like my refund of the original reservation amount including taxes and fees of $[redacted].Our family is NOT rich and we cannot afford to pay for vacations we do not use. Allianz should NOT take advantage of families like this.

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.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 you. We show no error in that submission. The policy also included a 10 day satisfaction guarantee period which enables you to look over the policy and decide if it will meet your needs. If not, a request can be made for the full refund of the premium within that 10 day period.Upon review of all of the named perils that are listed in your insuring agreement, unfortunately, being required to work is not included.I regret that we are unable to provide the consumer with a more favorable response. Sincerely,[redacted]Quality AnalystClaims Quality Assurance9950 Mayland DriveRichmond, VA 23233www.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.

Having to work IS an emergency situation. I DID NOT have to work when I made the reservation. It was an UNFORSEEN event which is what the insurance states that it will cover. We are a military family and do not have the luxury or the money to risking it on vacations that we may need to cancel. Allianz is taking advantage of Military Families who have gone above and beyond to take care of the people working for their company. All we ask is for a simple refund. I am shocked by this response.

Regards,

Review: A travel insurance policy was obtained before my wife and I went on vacation to the Dominican Republic the week of April 26, 2014. A claim was submitted to Allianz Travel Insurance (Allianz Global Assistance) due to an emergency medical illness while in the Dominican Republic that required an overnight hospital stay. The claim documentation and support was mailed to Allianz on May 11, 2014. Allianz confirmed receipt of this information on May 17, 2014, and assigned it Claim Number [redacted]. After reviewing what was provided Allianz requested a letter from my wife's primary insurer ([redacted]) saying that they would not reimburse medical expenses incurred in the Dominican Republic. [redacted] denial letter was received on July 7 and immediately forwarded to Allianz through their website and receipt was acknowledged by Allianz on July 8 saying they would need 10 business days to review. My wife called on July 25 to check on the status of payment on the claim and was told the check had been mailed that day. She called again today (August 1) since the check had not been received and was told that on final audit before the check was mailed it was determined a denial letter was also needed from my wife's supplemental insurance with AARP and that a letter requesting this was mailed on July 28. This letter has not yet been received and is not on the Allianz website to retrieve. We have furnished all information requested under this claim and feel this final request is another stall tactic to delay payment since the supplemental insurance coverage will be denied since it was denied by [redacted]. Any help in putting pressure on Allianz to pay on this legitimate claim would be greatly appreciated.Desired Settlement: Prompt payment in full of $2,454.72 documented in claim request.

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

Our records indicate that the consumers claim has now been resolved according to the terms of his insuring agreement.

He may contact the Claim Department for an updated status on the claim.

Sincerely,

Claims Escalation Analyst

www.allianzassistance.com

Consumer

Response:

There is no need to forward this response to Allianz. A check was received today for the amount of the insurance claim filed so the matter is closed. Thank you for your assistance.

Regards,

Review: FORM QUESTIONS > Name of Company: Allianz Insurance Co. (traveler insurance for US > Airways) Company's Contact Number: [redacted] Detailed Review: My issue is with the Allianz insurance co. [redacted] 9 other carriers as well. My husband and I had planned to take our family to [redacted] for our 50th anniversary. He passed on our 48th but my adult children and family were thrilled when I said we would go just the same...this April, 2014. I bought 6 tickets and insurance for each last Sept, 2013. In February, my son was able to make a career move by changing jobs, but because he has only been with the company for a short while, they could not grant him early vacation. We were all very disappointed but job/vacation is not a choice. I immediately contacted the insurance co. who told me to cancel his flight. I did so and have talked to at least 3 sr. agents at Allianz who quote policy and say they cannot make exception for a "work" reason as stated in the policy. US Airways does not allow passenger transfer so he must use the ticket (770.00) PLUS change fee of up to 200.00 by 9/22 when I purchased the 6 tickets or I/he will lose. That also is not an option. I am upset and cannot afford to lose this money, I thought I was doing the right thing by taking out the insurance...only to get stuck in a "loophole." Can you help at all? The 3 different agents at Allilanz have been very polite but rigid in quoting company "policy" that was out there for me to see when I purchased. I work for a large corporation as well and know about policy. Always an exception with extenuating circumstances and explanations. Thank you---[redacted]Desired Settlement: I do not feel it is unreasonable to request a refund on this one out of 6 tickets purchased. The circumstance was out of my son's control as a job opportunity /career move had to take precedence over a family vacation. The Allianz reps kept quoting policy : he had not been in the previous job 3 yrs and he had not been terminated. So someone seeing the writing on the wall of a job ending and taking another gets penalized for making the change in today's economy. I am pretty frustrated and have always bought the insurance when an airline offers it. What this has taught me is to tell myself and everyone who will listen NOT to buy the insurance. Rather take your chances that all will be well than get stuck in a "loophole."

Business

Response:

[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 consumer along with a 10 day satisfaction guarantee period.
The insuring agreement included a named perils certificate. Unfortunately, having to cancel the trip due to business obligations was not included as a named peril in the consumer’s certificate.
At this time I regret that we are unable to honor the consumers claim for reimbursement.
Thank you,

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: [email protected].

Regards,

[redacted] Giving up has never been my style, but you have left me no alternative. I will know in the future to refuse the insurance offered as a legitimate request was made and refused

I have shared my story with many who all were appalled and will choose to take their chances on "life " rather than buy the insurance which only covers major catastrophes.

Review: Trip Insurance. My wife had an unplanned surgery a month before our European trip that was booked a year in advance. After the surgery which removed approx. 55% of her right kidney, we asked the Doctor if it was still OK to take our planned 40th wedding anniversary trip to Europe. He said as long as she does not lift over 15 pounds of weight. On our trip, one leg was booked by train. After finding out the particulars that with the train you do not check you luggage in like air travel; you must carry your luggage with you and store it in your compartment. Our trip involved one transfer and during our trip we found that we needed an additional transfer. The train trip would have exceeded the 15 pound weight limit for my wife. Therefore, I made the decision to book a one hour plane flight verses a 1.5 day train ride with two transfers.

I spent a good portion of three days filling out the complaint which included supporting documentations such as emails, Doctor instructions, our attempt to get a refund prior to the train departure date. The denial of our permit from Allianz was a short letter that stated trip insurance does not cover all aspects of every trip.Desired Settlement: In the claim,. I referenced the contract that covered our situation and I believe that we deserve a refund of some type. If Allianz does not agree then it would be a bit more professional to give supporting rational that explains why they denied the claim verse the canned statement that "trip insurance does not cover all aspects of every trip". Since the claim referenced the contract I believe the denial should also reference the contract.

Business

Response:

[redacted],

Thank you for bringing this matter to my attention.

Our insurance, like any other insurance had terms conditions and exclusions that impact coverage. The consumers insuring agreement included a named perils certificate which listed all perils that were covered under the policy.

Unfortunately, we were unable to provide coverage for the consumer’s loss because making changes to the insured trip itinerary due to weight restrictions imposed prior to the purchase of the trip was not listed as a named peril. These restrictions would have also been known prior to the purchase of the trip.

My review reflects that the claim was processed appropriately.

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.

TO: [redacted]

Review: On June 11, 2014 I bought a travel Insurance policy from Allianz Global Assist for my trip to [redacted].

On July 24, 2014, While in [redacted], I became ill and was diagnosed with Typhoid fever. I tried contacting Allianz to obtain medical emergency help in keeping with my policy but due to poor phone communication, I was not successful in making pre medical emergency arrangements with Allianz. Subsequently, I went and sought medical attention at a local clinic. As a direct result of my illness, my return trip from [redacted] on July 27, 2014 was rescheduled to August 10, 2014.

During my illness in [redacted], I was required to pay all medical expenses in cash (out of pocket) as the medical establishment in [redacted] does not take Check, credit cards, or Insurance claims. To pay my medical bills and treatment cost, I withdrew cash and paid bank transactions fees totaling $1,953.75. I also incurred other financial loses for lodging and food as a result of my prolong stay in [redacted] resulting from my illness.

I returned to the U.S. on August 11, 2014. On August 14, 2014, I filed a medical expenses claim (Claim Number [redacted]) with Allianz for $1,953.75. I provided supporting documentation for my claim then.

On August 29, 2014, Michael, from Allianz Travel claims Department, sent me a letter requesting additional medical records which outline my diagnosis. The documentation requested was provided on September 1, 2014.

On September 5, 2014, I called Allianz claims, on phone number [redacted], to obtain status on my claim. The representative I spoke with told me they (Allianz) cannot process my claim unless I provide claim denial letter from my primary insurance. I told the representative I have no primary Insurance to submit a claim to, and I bought a policy to protect me against Medical, Travel, and personal property losses. I further told the representative I have suffered medical losses for which I filed a claim. The representative was belligerent.

At this point, I am considering legal action in small claims for failure to honor a claim on a purchased policy benefit(s), but to help resolve the issue short of litigation, I am hereby seeking your help in resolving the matter amicably.Desired Settlement: At this point, I am considering legal action in small claims for failure to honor a claim on a purchased policy benefit(s), but to help resolve the issue short of litigation, I am hereby seeking your help in resolving the matter amicably.

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 address provided.

At this time we do not have sufficient information on file to honor the consumers claim.

Additional documentation has been requested by the Claims Management Team. For any updates, the consumer should contact the Claim Department at [redacted]

Sincerely,