Allianz Global Assistance

Review: On July 30, 2013 I purchase two flight tickets to Cairo, Egypt, at $1278 each, plus insurance coverage with Allianz Global Assistance for $164.86 in order to protect my travel investment. The policy states that it would cover trip cancellations up to the amount that each ticket cost. The flight was set to leave on Wednesday, August 21 and return on Friday, August 30. Roughly a week or two prior to my date of travel, unrest broke out in Egypt. The country was declared to be in a state of emergency, with a curfew placed so that no one could be out in the streets at night. The [redacted] issued a warning for all US citizens not to travel to Egypt. Flights to Cairo from around the world were being cancelled. Violence broke out in the streets, with the army shooting at protesters and protesters shooting at the army and at innocent people. Hundreds of people died, and much of the violence happened very close to the airport where I would be arriving. [redacted] burned churches down. In light of the circumstances, the festival that I would be attending in Egypt was postponed. Given the situation, I had no choice but to cancel my flight. As soon as I cancelled the flight, I filed a claim with Allianz Global Assistance in order to have the cost of my tickets reimbursed. Two weeks later I had not heard back from them neither by phone, nor by mail, nor by email. I followed up on their website, where it said my claim had been denied. No reason was given and no attempt was made to contact me. Upon contacting their customer service department, I was told that my claim was denied because my reasons for cancelling my trip were not covered. If a country in the brink of civil war, with a curfew in place, in a state of emergency, where my own government is issuing warnings against it, and hundreds of people dead near the area where I would be arriving, are not covered reasons, then what is? Furthermore, their policy lists that a "terrorist attack" would be a covered reason. Well, during the time my trip was nearing, [redacted] was attacking [redacted] homes, businesses, and churches. Are those not terrorist attacks? What is the point of travel insurance if it does not cover even the most extreme of scenarios?Desired Settlement: I would like for Allianz to refund me the price of both tickets, at $1,278.00 each, or $2,556.00 total, as stated they would in the Trip Cancellation Protection that was supposed to be included in the insurance plan I purchased from them.

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, excluded from coverage was the following:

war (declared or undeclared), acts of war, military duty, civil disorder or unrest (unless specifically included in Section 2).

The consumer’s policy did provide the following coverage under the Trip Cancelation benefit:

A terrorist event happens at your foreign destination within 30 days of

the day you’re scheduled to arrive.

Specific requirement

· For locations outside the United States, you’re not covered if there’s

been a terrorist event at your destination in the 30 days before

your plan’s effective date.

Terrorist events were defined as the follows:

When an organized terrorist group, as defined by the [redacted] injures or kills people or damages property to achieve a

political, ethnic or religious goal or result. Terrorist events don’t include

general civil protest, unrest, rioting or acts of war.

As the issues going on in Egypt are related to civil unrest and political instability we were not able to provide coverage for the consumer’s loss.

The consumers claim documents were received on 8/19 and on 08/20/2013 and denied on 9/03/2013. A letter was mailed out to the consumers address on file. We are sorry to hear that he did not receive this.

My review does show that the claim was handled properly.

Sincerely,

Manager, Regulatory Claims, USA

Review: Event coverage was added to my event without my knowledge and I have been trying to cancel my policy with this company since February 28. I have called twice and sent three emails to the company and have been told by customer service representatives and a supervisor the my policy has been canceled and a refund submitted. I am told that the refund has not been credited to my checking account because my bank is withholding it and the issue lies with my bank JP Morgan Chase. After speaking with my bank, I have learned this is untrue. I continue to contact the company and receive the same response each time.Desired Settlement: I would like to have the full refund of this service.

Business

Response:

Dear Ms. [redacted]: Thank you for forwarding this matter to my attention. We apologize for any frustration the consumer may have endured. According to our records, the policy was canceled on February 28th. The consumer was advised that it may take up to one billing cycle for the credit to appear. At this time we do not show an error in that credit being submitted. If the consumer still has not received the credit, she is encouraged to call and request to speak to a manager for escalation. Sincerely, Kalinda H[redacted]Claims Escalation Examiner 9950 Mayland Drive Richmond, Virginia 23233 www.allianzassistance.com

Review: On 02-25-2013 I bought 3 tickets from [redacted] and a travel insurance policy [redacted]. I went to France with my wife and a son. On 03-01-2013 my son was operated in a France hospital. We postpone our return flight and prolonged our stancy in France. I call the insurance and after I demostrated that I bought the insurance (they declined to help us because Alliance Global assistance intitially told us that we never bought that insurance). On April 10, 2013 I sent by fax the claim and the copies of the requested support documentation. On April 19, 2013 I received a letter, where they told me that they received my claim. After 3 months (07-02-2013) I received another letter that they informed my case was closed because they did not receive additional supporting documentation. I never receive any letter asking for more documentation. The claim # [redacted]. The person in charge of my case is: [redacted]. Claims Department. Phone [redacted]Desired Settlement: I want this company process my claim correctly. Since when I made the call they refused cover us with the insurance that I bought. I had to demostrate that I bought the insurance. After that, they never asked me for more information support to my claim. Really, they do not want to cover us with the extra expenses that we have in our travel to France. I sent more documentation with a certified mail.

Business

Response:

Dear **. [redacted]:

We provided the consumer with a checklist of documentation we required when we sent him claim forms.

We also wrote to him on May 2nd and again on July 2nd when we had received nothing further from him. We again wrote the consumer on August 8th requesting the documentation we required to finalize his claim.

We look forward to his providing that documentation at his earliest opportunity!

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,

Dear [redacted]

Thanks for your message in regard my complaint against Allianz. I sent the requested documentation with the complaint by fax on April 2013. I received a communication on April 12, 2013 where Allianz confirmed the documentation was received with the claim. On July 2, 2013 [redacted] sent me a letter where she communicated me the claim was close. On July 26, 2013 I sent again all support documents by certified mail [redacted] they were received on July 30, 2013 at 8:08 am. I sent again documnetation by regular mail on August 15, 2013. With a copy of this letter I am sending again the documentation to [redacted]

I have the copy of the fax confirmation to [redacted] and the certified mail.

Thanks for your attention and help.

Business

Response:

Dear [redacted]

Our Claim Department did receive the documentation from [redacted] on September 11th. Our Claim Department will have a review completed within 10 business days.

Sincerely,

Review: I purchased travel insurance CLAIM # [redacted]. I purchased a ticket for my nephew flying from [redacted] for April 11, 2014. The plane was delayed 3 seperate times due to safety concerns. My nephew was unable to make the trip due to the time allotment as he needed to be back in Texas April 14, 2014. I submitted a claim for the price of the ticket amount 317.00 under the trip disruption claim. I faxed Global Allianz the receipt of the paid ticket. I had to email and call several times for them to follow up on this matter. On May 12, 2014 I received an email stating they could not honor a claim when they didn't have proof of the expense. I have faxed proof and have a seperate email where they admit that they are in receipt of it. They simply do not want to pay for the reimbursement. I do not look forward to submitting this claim as it was a very sad event in my family's life for my nephew to miss this sacred/religious/milestone event.Desired Settlement: I want my $317.00 ticket refunded.

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 claim documentation, the consumer filed a claim under the Travel Delay benefit which provided coverage for additional transportation and accommodation expenses while you are delayed. For this reason our Claim Department pended the claim for necessary receipts of these expenses.

As it was just communicated that the claim is for the cost of the ticket I have changed the type of claim to Trip Cancelation. This benefit provided coverage for the following under flight cancelations by the airline:

Your airline, cruise line, or tour operator or travel supplier stops offering

all services for at least 24 consecutive hours where you’re departing,

arriving or making a connection because of:

· a natural disaster; or

· severe weather.

According to the consumer’s complaint, the cause of loss was not due to weather that caused the airline to stop offering all services for 24 consecutive hours. Due to this reason, we are unable to honor the claim for reimbursement of the ticket cost.

If the consumer wishes to pursue a claim for the taxi ride under the Travel Delay benefit he may do so by submitting a copy of the receipt for this expense.

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

Sincerely,

[redacted]

Review: I purchased two [redacted] tickets, with Travel insurance on Wednesday, April 10, 2013 for two adults. I paid a total of $890.80 for two adult [redacted] air tickets on [redacted]. I called Allianz Global Assistance to request a refund for the airline tickets, because the two adults are no longer available to travel. I would like the full amount of $890.80 refunded to me, since both parties are no longer able to go on the trip, and I paid for insurance coverage.Desired Settlement: I would like the full amount of $890.80 refunded to me, since both parties are no longer able to go on the trip, and I paid for insurance coverage.

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

Like any other type of insurance, our programs are contracts between the individuals named on the insuring agreement and ourselves. If our insureds have a covered claim, we are able to issue payment to a third party, but ONLY with their written permission.

To date we have no claim filed on the policy number this consumer provided.

Sincerely,

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

Like any other type of insurance, our programs are contracts between the individuals named on the insuring agreement and ourselves. If our insureds have a covered claim, we are able to issue payment to a third party, but ONLY with their written permission.

To date we have no claim filed on the policy number this consumer provided.

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.

[Claim # [redacted]]

Consumer

Response:

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

[Claim # [redacted]]

Business

Response:

Dear [redacted]:

The consumer has merely advised us that a claim will be filed. That was accomplished on May28th. To date, we have received no claim documentation that our Claim Department could review to make any type of coverage determination.

Sincerely,

Business

Response:

Dear [redacted]:

The consumer has merely advised us that a claim will be filed. That was accomplished on May28th. To date, we have received no claim documentation that our Claim Department could review to make any type of coverage determination.

Sincerely,

Review: I purchased a hotel stay in Las Vegas and Purchased insurance from Allianz. I was unable to Go at that particular time. in good faith I called and cancelled the trip in advance, ask if I could go at a later date, the answer was no. Even though I purchased the insurance. After 1 month I was told that the insurance I purchased only covered if I became ill and ended up in the hospital or myself or companion died. I was told when booking the trip that the insurance will cover all cancellation monies provided that I cancel 3 days prior to check in. booking was made via hotwire.comDesired Settlement: to be credit from Allianz or from [redacted]

Business

Response:

Dear Ms. [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 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.The policy included a named perils certificate which outlined all named perils. Unfortunately, the consumers reason was not listed as a named peril in the policy thus we are unable to honor the claim for reimbursement. Sincerely,Kalinda H[redacted]Claims Escalation Examiner9950 Mayland DriveRichmond, Virginia 23233www.allianzassistance.com

Consumer

Response:

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

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

Regards,

Review: March 29th I purchased a ticket from [redacted]. I did not elect insurance but on the website you acctually have to deselct that option and I did not before I completed the purchase. I cancelled the flight through [redacted] and was issued a cancellation ticket and was told it would take 14 business days for the cancellation to be processed.

I called [redacted] back today as I noticed that the insurance never was refunded. I was told today 5/18 that I need to call the insurance company direclty. I didnt have thier information as I deleted the confirmations for hat trip since I cancelled it.

I called Allianz today and spoke with rep Rita and Supervisor [redacted] and they both would not process the refund as it has been more than 10 days. but I told them had I known to call them I would have that day when I cancelled the tickets. but when I had the cancellation processed I thought it was for both the ticket and the insurance. when I made the purchase it was all throght [redacted] so I thought the cancellatioi would be also. [redacted] was very inconsiderate. she would not alow me to explainand continued to talk over me and cut me off. she answered the call with an attitude. they will not refund the $40.00.Desired Settlement: I would like a refund of $40.00. As I was not aware I needed to call both companies to request a refund.

Thanks for your help.

I can be reached at [redacted] the policy number is [redacted] my cancellation number was [redacted] made on 3/29

Business

Response:

[redacted] Thank you for forwarding this matter to my attention. We apologize for any frustration the cancelation process may have caused the consumer. The premium is only refundable within 10 days of purchase. This information was included in the confirmation that was sent to the consumer that she unfortunately deleted. The consumer may email the Sales Support Department at [redacted] for additional consideration of the cancelation of the policy. The consumer should include the email that verifies the ticket was canceled on the same day as it was purchased. Sincerely, [redacted]

Review: Unresolved claim filed 12/27/14 provided required documents 1/16/15 no resolution should take only 10 businesses days.

claim#[redacted] Claim#[redacted] filed 12/27/15 submitted all requests 1/16/15 it should of only taken 10 days to get my refund is almost 2 months now and no resolution I have called several times all they tell me is its still under review. Emailed the company 3 days ago no email yet and states it only takes 48 hours for a response.Desired Settlement: I would like my refund to the concert as I purchased the insurance and supplied them with my proof.

Business

Response:

Dear Ms. [redacted]: Thank you for forwarding this matter to my attention. Our records indicate that we have not received the actual event tickets as requested which is why the claim still isn’t finalized. The consumer needs to mail in the event tickets that were sent to her. Sincerely, [redacted]Claims Escalation Analyst9950 Mayland DriveRichmond, Virginia 23233www.allianzassistance.com

Review: I purchased a travel insurance policy from Allianz Global on February 5th, 2015 that went into effect on 2/6/15. I went on there website an clicked on the "Classic Plan" option to purchase the insurance policy. On this web page the policy describes the product details and under product details it says there is the benefit of change of fee coverage for up to $250. When I clicked on this product option the description says "provides reimbursement for fees to change the date of your airline ticket." At this point in time, I made a phone call to the customer service department of Allianz in order to confirm this benefit. The representative on the phone assured me that if I was charged a fee for changing my airline ticket that I would be reimbursed for that fee. At this point in time, I purchased the policy. I then changed my airline ticket and was charged a fee of $100. per ticket. I submitted a claim in order to be reimbursed for this fee and to my dismay my claim was denied because I did not change the ticket for a reason that was stated in the policy. I was unaware that there needed to be a specific reason to change the ticket because when purchasing the policy on the website under the products section there was no disclaimer that stated there had to be specific reason. Again, under the products section, when clicking on the change of fee benefit, it said nothing of there being a reason to have to change the ticket. It merely stated "provides reimbursement for fees to change the date of your airline ticket", period. If this is what the product and benefit stated then Allianz needs to come through on there end of the deal. The supervisor I spoke with claims that under the General Exclusions section that the change of fee reasons are listed, but they are not. Allianz is advertising falsely and misleading there consumers when they put statements like the change of fee reimbursement underneath there product benefits. I was mislead into buying the policy and they should stand by what they advertise and reimburse me for the change of fee charge I incurred on my airline ticket.Desired Settlement: I want Allianz to follow through on there benefits and reimburse me for my change fee charge on my airline tickets for $100/ticket.

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 were readily available for review online and 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. Upon review of all of the named perils that are listed in the consumers insuring agreement, unfortunately, needing to change the flight time was not included amongst the reasons for Change Fee coverage. I regret that we are unable to provide the consumer with a more favorable response. Sincerely, [redacted]Claims Escalation Analyst9950 Mayland DriveRichmond, Virginia 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.

I am not satisfied with this response because the company didn't even address the issue at hand which that they falsely advertised there product on there website. They entice as well mislead there consumers into buying a product that they do not provide. They do not state that there needs to be a specific reason for the change of flight fee on the website as you are purchasing the product but instead put it in fine print after purchase in there policy information. I didn't feel the need to read the policy since the products were already described on there website and I thought I knew what I was purchasing since I assumed they were an honest insurance company. Unfortunately, I guess I was wrong, and thus am still not satisfied with this company's reply.

Regards,

Review: I contacted this company on January 30 prior to picking p my rental because I wanted to cancel my rental due to not receiving a policy number. They informed me that the payment had been declined when in actuality, I was charged 27.00. I have sent over proof and they did provide me with a policy number but they have yet to provide me with a refund.Desired Settlement: I want my 27.00 refunded to my card.

Business

Response:

Dear Mr. [redacted]:Thank you for bringing this matter to my attention. I apologize for any frustration we may have caused you.In looking at your policy I do not see where we've received any documentation from you regarding the charge to your card. Please fax or e-mail a copy of the charge to us. Please ensure you include your policy number on any documentation you send. The policy number begins with an H and was referenced in your complaint.Fax: [redacted]E-Mail: [redacted]We look forward to hearing from you.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.

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

They have teceievrd my information but are dragging their feet on my refund.

Regards,

Review: I purchased a travel insurance policy ([redacted]) from Allianz to cover a trip from [redacted] to [redacted] on [redacted] flight 1318 on January 5, 2014. On that day, my flight was delayed for 8 hours, after which [redacted] lost my bag for three days. Since I had purchased travel insurance, I filed a claim number [redacted] for the baggage delay. As we received no response for several days, my wife inquired about the status by phone several times, when they said that everything was in order, the receipts were complete, and that it would take some more time. Today, on January 31st, we found out that the claim was denied because baggage delay claims only cover purchases made on the day of travel, January 5th. Their policy states that coverage is provided for essential items if baggage is delayed for 24 hours or more. However, despite the fact that we arrived close to midnight on January 5th, apparently any purchases related to the baggage delay must be made on the day of travel, January 5th. These two clauses cannot be consistent with each other, and if this is truly Allianz policy, then this is false advertising and an insurance scam. If we must wait 24 hours to know if we can make a purchase, yet must make the purchase within 20 minutes of our arrival to receive travel delay coverage, then Allianz cannot honestly advertise baggage delay coverage. They also are unable to process food purchased on January 5th during the 6 hour delay because that must be filed on a separate claim. This is a dishonest insurance company that tries to shirk its responsibilities to its customers. While checking to write a scathing review on Yelp, I found that their rating is 1.5 stars. It seems like I am not alone here.Desired Settlement: Payment of claim

Business

Response:

Dear [redacted],

Thank you for bringing this matter to my attention.

Our insurance, like any other insurance had terms, conditions and exclusions that impact coverage. Specifically included in those terms were the following:
Your coverage ends on the earliest of:
? the day you’re scheduled to return;
? the day you actually return, if you come back earlier;
? the day and time you cancel your trip; or
? the 365th day of the trip.

According to the consumer’s policy, the policy effective date was 01/05-01/05/2014, which reflects a one way ticket.
We were unable to provide coverage for the items purchased because the expenses were incurred when the policy was no longer in effect.

Due to this, I regret that we are unable to overturn the denial of the claim for the baggage expense.
The Travel Delay claim for the incurred food expenses will be considered since this expense was incurred during the policy effective date and was a covered expense. The consumer should expect reimbursement for this expense during the next 5 to 7 business days.

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,

[redacted] Hello,

Review: To whom it may concern.

Back in February 2014 I planned a trip to [redacted] for over 1000 ticket that is round trip. I elected to purchase travel insurance due to the expensive cost and for assurance that I would be covered for unforseen circumstances.

In June of this year I experienced some financial setbacks and was no longer able to reside in my place of residence and was disclocated. I reached out to Allianz which rejected my concern stating it was not applicable under the terms and conditions outlined in the agreement. I was disappointed but did not appeal and eventually was able to travel again and my concerns were water under the bridge. On October 1st my husband and myself learned from our doctor that we were pregnant and felt thrilled but scared as well. I have a history of miscarriages and my doctor was aware of this. Under my dosctors Supervision he learned that I had a trip for Italy that was set for October 8th 2014. My doctor stated it was best and needed that I hold off on travel until the second trimester was reached to be safe. My husband and I agreed and I then reached out to Allianz and informed them of this. I provided my documentation from my Board Certified Licensed Obstertrician along with tests being performed and appointments and his stating that travel internationally was not permitted until after delivery. I called frequently for an update and was originally informed my concern would be addressed within 10 business days. Upon the designated date to call in and check on status I did. Th Customer Service representative "A man with an accent was friendly" He stated that Appeals Claims were backed up and falling behind but I would receive an update no later than 10/17/14. I called today 10/16/14 and spoke with a woman who informed me my claim was denied. I am utterly disgusted and concerned with the ethical and moral values of Allianz. In addition I provided documentation from my physician with his contact info. I am UNABLE to travel due to a medical history of miscarriages and prob;ems during pregnancy and Allianz took my money insuring that I would be covered nad have not delievered. Their business practices are unethical and unrealistic.Desired Settlement: A refund for my money paid for my flight ASAP!!!

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. We show no error in that submission. The policy also included a 10 day satisfaction guarantee period which enables consumers to look over the policy and decide if it will meet their needs. If not, a request can be made for the full refund of the premium.

The consumers insuring agreement excluded coverage for normal pregnancy unless there are unforeseen physical complications of the pregnancy itself. The insurance did not provide coverage for risk of complications. As the pregnancy itself was normal, we were unable to provide coverage for the loss.

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

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,

Review: I purchased Travel inusrance from Allianz for my flight ticket. I had some tight deadlines at my work place so I had to stay back and my manager did not apptove my vacation. I call the customer care guys and they said this would be covred under my insurance and I can get my money back . when I checked the claim status they said my claim was rejected because i`m not laid off from my job.Desired Settlement: refund the ticket amount

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:

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

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

describe.

Unfortunately we are unable to overturn the denial because the cause of loss was not listed as a named peril in the insuring agreement. All phone calls are reordered and we were also not able to locate a call in which the consumer called us prior to filing a claim.

Sincerely,

Review: The original problem which is car rental via [redacted] Itinerary Number [redacted] (May 31,2013) resulted in hot wire removing all charges The insurance attached to this rental is subject to the same results, therefore we are requesting the prompt removal of charges.....($72.00 & $126.00)Desired Settlement: Prompt refund of all charges

Business

Response:

Dear[redacted]:

Thank you for forwarding this matter to my attention.

I have reviewed the policies and the consumer did not contact our Customer Service Department for a refund.

If the consumer wishes to request a refund, the proper channel would be to contact our Customer Service Department to start the process.

They may be reached at Tel: [redacted]

Sincerely,

Review: I bought travel insurance through Allianz Travel Insurance. Emailed proof from my dentist that I was having an emergency root canal and could not travel. They have sent form letter after form letter. They will not respond directly to my inquiries. If you do an internet search for reviews on this company, the first 3 or 4 websites are THEIR OWN review websites that they have sponsored and created a false impression that this is a reliable company. If you go to Yelp, you will see all the people that have been scammed by this company. I have been to two or three independent review sites and this company is obviously taking people's money with no intention of paying any losses. Please go to Yelp and type in "Allianz Travel Insurance". The public needs protection from this company.I have their name directly from their emails. They sell tens of thousands of policies every year. There are hundreds of complaints on the internet and you do not have them in your system? THAT ALONE shows something seriously wrong is going on.Desired Settlement: My refund and this company run out of business. They are scamming people EACH FEW MINUTES and no one is protecting the public from these scammers.

Business

Response:

Dear Ms. [redacted]:Thank you for forwarding this matter to my attention.Please

have the consumer provide a claim or proper policy number so that we may

address their concerns.Sincerely,Kalinda

H[redacted]Claims

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

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.The consumer filed a claim for $160.00 in October 2015. We requested refund information from the consumer which we did not receive. Subsequently, the claim was finalized and paid in that amount on November 24, 2015 after we received verification directly from [redacted] of the refund amount that the consumer had received from them. The claim is paid and closed. Sincerely,Kalinda H[redacted]Claims Escalation Analyst 9950 Mayland Drive Richmond, Virginia 23233 www.allianzassistance.com

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowMs. [redacted],Allianz Global has made the mistake of stating two major facts in this complaint that they know are blatantly false. 1) Ms. H[redacted] said I filed a claim for $160. Why would I file a claim for $420. less than my loss? They did mail a check for $160 which I did not cash. Please ask her for a copy of the claim I filed.2) Ms. H[redacted] said [redacted] had paid part of the claim. A complete fabrication. Ms. [redacted], PLEASE ask her for a copy of this communication with [redacted].Yes, I would like my money back but I feel a stronger pull to stop this company from systematically scamming the public. Read the thousands of complaints this company has it becomes obvious that the public is not lying. Allianz Global needs to be stopped and so many people look towards the Revdex.com to be their advocate in such circumstances. ASK THEM FOR COPIES OF MY ORIGINAL CLAIM AND THEIR COMMUNICATION WITH [redacted] SAYING THEY PAID ME. Thank you,

Regards,

Review: [redacted].com a travel booking company partners with Allianz.com to provide "travel insurance". They don't say what is covered online. Most people by insurance so that if their travel plans change they can either cancel or change their flight plans. Those conditions are NOT covered by the insurance. This is a SCAM.Desired Settlement: I want my money back for the insurance policy and my flight.

Business

Response:

Dear Ms.[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 the consumer on 05/08/2014 at 6:53PM EDT. We show no error in that submission. The policy also included a 10 day satisfaction guarantee period which enables consumers to look over the policy and decide if it will meet their needs. If not, a request can be made for the full refund of the premium

The agent was correct in that the insuring agreement did not provide coverage for the consumer’s loss. The consumer opted not to file a claim.

I regret that we were unable to provide the consumer with a more favorable response. The consumer may still contact the Customer Service Department to inquire about a refund of the premium.

Sincerely,

Claims Escalation Analyst

9950 Mayland Drive

Richmond, Virginia 23233

www.allianzassistance.com

Review: I purchased flight insurance from Allianz for my whole family and they made it seem that any emergency is covered - That is why I bought the insurance. My wife got pregnant and her doctor recommended her not to travel the last two months of her pregnancy due to a previous preeclampsia situation.When I first contacted Allianz to file a claim I was told that pregnancy is not covered but since it's a matter of life threatening I can file a claim and I would be covered and the money would be refunded for my plane tickets.All required documents were faxed to Allianz this included Claim application and original invoice they have since denied my claim and does not want to pay me for my losses.Desired Settlement: I would like to be paid the $4000 that I paid for the plane tickets knowing the flights are for August 2013 and they can sell it again with higher prices.

Business

Response:

Dear Ms. [redacted]:

Would the consumer be able to supply me with the claim number so that I may review this matter further?

Sincerely,

[redacted], Manager, Regulatory Claims, USA

Consumer

Response:

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

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

Regards,

Hi I got a letter from you and the company that I sent a complaint about asked for the claim number that I submitted to them. It's : [redacted]

Review: I purchased tickets through [redacted], and was charged for insurance that I did not want. Many comments online indicate that this is a scam by Allianz. I have contacted my state attorney general, who is also filing a claim in my behalf. This company has 446 complaints in 3 years, yet you give them an a+ rating.Desired Settlement: I would like this company to be more forthright in the way that they try to collect insurance on tickets.

Business

Response:

Dear Ms. [redacted],Thank you for forwarding this issue to my attention. According to our records, the consumer purchased event tickets on July 26, 2015 on the [redacted] website. Our insurance premium was charged to his credit card at the time of purchase. Our insurance offering on the [redacted] website is not an "opt out" process. In order to purchase insurance the consumer must click the "yes" box. If no box is chosen, insurance will not be purchased. Our records indicate that the insurance premium was refunded on August 26, 2015. The consumer may want to follow up with the credit card company for any other further questions regarding the reimbursement. Thank you,[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: In October 2013, my family and I planned a family vacation to [redacted] in February 2014. As a long-term member of AAA, we elected to use their travel services to book our reservations. After purchasing the vacation package, we also chose to purchase the travel insurance, offered by Allianz as a third party. This insurance was purchased for $160 for the dates of February 13-18, 2014.

We were scheduled to fly to [redacted] from our hometown of [redacted] on February 13, 2014. Unfortunately, we experienced the heaviest one-day snowfall in [redacted] since 1993 on that day. This led to cancellation of our initial flight from [redacted] to [redacted]. Additionally, due to the weather, all of the flights from [redacted] to [redacted] were cancelled as well. We have been told that one flight was able to be made from [redacted] to [redacted] on the day of our departure, but for obvious reasons there were no available seats. Even if we had been able to make it to [redacted], there were no available subsequent flights to [redacted] until Saturday February 15, 2014. Our return flight was booked for Tuesday February 18, 2014 meaning that a four-day [redacted] trip would have been cut to two days even in the best case scenario.

[redacted] worked with us immediately once the weather situation became clear, and we were able to juggle our schedules and rebook for a trip in March. When we contacted our AAA travel agent and explained the situation, he took it upon himself to shift the insurance coverage with Allianz to the new March dates. After reviewing our Allianz policy and discussing over the next couple of days, we came to the conclusion that we could make a claim due to the weather delay to cover the increased expenses associated with the re-booking of our trip (particularly the cost of airline tickets which had to be repurchased at a higher rate). Our travel agent was in agreement with this, but unfortunately because he had shifted the coverage dates from February to March, we were unable to file the claim. Our travel agent called Allianz and explained the situation and was told to request that the dates be moved back to the original February dates so that a claim could be filed. He followed this with an email requesting that the original trip dates of February 13-18, 2014 be re-instated. This request was accompanied by ample documentation of the flight cancellations from Delta Airlines as well as receipts from US Airways and SunTrust Rewards for the re-purchase of tickets for our March trip. On February 28th, our travel agent received a response from Allianz noting that dates could not be changed on a policy, but that we could still file the claim and just make special note of the circumstances. We did so and the claim was filed.

Because we filed a claim on this travel insurance policy, we knew that the policy was now considered “spent” and in order to have true coverage for our upcoming March trip, we actually purchased a second policy in good faith for $114 on March 3, 2014.

Quoting from the policy: A maximum benefit of up to the amount indicated in Your Letter of Confirmation is provided to cover certain expenses as listed below which result from the cancellation or interruption of Your Trip due to: 4. Strikes, natural disasters, bad weather or FAA mandated shutdown resulting in the complete cessation of services by the airline, the tour operator or the cruise line for at least 24 consecutive hours. Additionally, the policy’s Travel Delay Coverage (excerpted from the policy below) implies application in this situation:

TRAVEL DELAY COVERAGE*

Coverage under the plan will pay on a one-time basis up to

the maximum amount listed in Your Letter of Confirmation

for: a) reasonable, additional accommodation and traveling

expenses and b) the unused part of Your prepaid

expenses missed (less any Refunds You receive) due to a

departure delay of 6 or more hours. Expenses must be

incurred by You. Payments for the above expenses will not

exceed $200 per day per person.

Covered reasons for Travel Delay are:

1. Carrier caused delay (including bad weather);

2. Lost or stolen passports, money, or travel documents;

3. Quarantine;

4. Hijacking;

5. Unannounced strikes;

6. Natural disaster;

7. Civil disorder or unrest; or

8. Severe storms that cause a route closing validated by

the National Weather Service records and local

Department of Transportation records.

Benefits are payable under either Travel Delay or Missed

Connection for any one incident resulting in a delay.

This was a complete cessation of services and at the very least a “travel delay” per Allianz definition. Whatever flight actually departed from [redacted] on February 13th was not one for which we were eligible. On March 24th, 2014, we received a letter from Allianz denying our claim. The initial reason given was that the coverage was not provided if the stated trip departure and return dates did not reflect our intended departure and return dates. This made no sense based on what our travel agent and subsequently an Allianz representative explained to me as I completed the claim forms – that despite changing our coverage dates to reflect the new trip, we could state clearly within our claim the full situation. I called Allianz and spoke with Denise at extension 41089 for clarification. After several calls back and forth, Denise reported that even if I could get the date issue resolved, we didn’t really qualify for reimbursement because at least ONE flight left [redacted] bound for [redacted] on February 13th.

Despite our provision of ample documentation, Allianz denied our claim for the difference we incurred in cost of re-booking airline tickets: a total of $1435 for five passengers. The final reason given to us was that there wasn’t a TOTAL shut down of the airlines for 24 hours. Apparently, because one flight left [redacted] bound for [redacted] (also extremely affected by the snow and ice) on February 13, 2014, this absolved Allianz from paying our claim. We were not eligible, per the airline, for seats on that flight because the passengers who were affected by the previous day’s cancelled flights understandably had priority. Additionally, as stated above, even if we had been able to get to [redacted] on February 13th, there were no flights from [redacted] to [redacted] until February 15th.

Allianz’s misrepresentation of their Trip Interruption Protection is egregious. Per the policy, we were insured for up to $1500 per person (a total of $7500). Our claim was for $1435 for all five of us. All we wanted was re-imbursement for the difference in the cost of the airline tickets from the original purchase in October 2013 to February 2014.

For Allianz to maintain that because a plane left [redacted] on February 13th (one for which no seats were available to us) that our claim is not valid just proves to us that this travel insurance plan is a scam. To write a policy with such broad and subjectively interpreted exclusions should be criminal.Desired Settlement: Obviously, we'd like our claim to be paid as we think we've interpreted the policy correctly and Allianz is wiggling out of responsibility on semantics.

Business

Response:

Dear [redacted]Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused you. Generally, if the policy dates are moved to a new trip you are unable to also file a claim against the policy. Because you later purchased a new policy for the new trip dates we will be considering coverage for your claim. I apologize this was not done sooner. An examiner should reach out to you today. Otherwise, you may contact the Claims Department at [redacted]Sincerely,[redacted]

Consumer

Response:

Please be advised that my previous response to complaint # [redacted] rejecting the solution offered by the business needs to be changed to "Accepted as resolution." I responded on January 11, 2015 rejecting the offer simply because after several days, no one from Allianz had contacted us as the response had indicated. However, on January 12th, we received 4 checks addressed to 4 of our 5 family members from Allianz (business in question). Yesterday, we received the 5th check along with an explanation for the payment. We will consider this issue resolved and greatly appreciate the Revdex.com's involvement and help. Sincerely,[redacted]

Review: Here is a copy of the email I sent to Allianz: This does not serve as a question but more as a complaint. I purchased this policy two months prior to my travel date with the understanding I could cancel for health or weather related issues. Upon purchasing the policy, it was clearly misrepresented. Basically death, a natural disaster or terrorism has to occur in order to cancel your trip for a refund. While I have addressed my cancellation with [redacted] and very happy with the outcome and their ability to please their customer, I would like to share with you the complete opposite encounter I experiences with Allianz. While I know the policy was only $20.13, it is more the principle. When inquiring about cancelling the trip I was basically given an very brushed off apology of "I'm sorry". Upon further expressing my thoughts I then got a "I'm sorry YOU feel that way." which in my opinion, is even worse! I would like you to know that a customer, such as myself, purchases this policy for an emergency. The definition of emergency is a serious, unexpected, and often dangerous situation requiring immediate action. NOT something that occurs 10 days within purchasing a policy I MAY need to cancel. I would simple like to express my unfortunate experience with your company fully aware you will do NOTHING at all. I understand your customer service representatives are given certain limitations as to what they can do, but you should really have a better training program set in place because "I'm sorry" just does not cut it in the world today!Desired Settlement: While I understand $20.13 is not going to break the bank, I am submitting this complaint more on principle and the lack of customer service Allianz provides.

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. These terms were readily available for review in the booking path prior to purchase.

The insurance comes with a 10 day satisfaction guarantee period, which means that the consumer has 10 days to read over the certificate and decide if it will meet their needs. If not, the consumer can contact us for cancelation of the insurance and receive a refund for the full cost of the insurance premium.

Unfortunately, as the consumers request to cancel the policy was received after the 10 day period, we were unable to cancel the policy.

Sincerely,

Manager, Regulatory Claims, USA