Allianz Global Assistance

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,

I bought an airline ticket from [redacted] has Allianz right there on their website recommending that you insure the cost of your ticket with Allianz. I cannot believe a reputable airline would recommend this company. It has taken months and I have not even had my claim reviewed yet. I sent everything they asked for, receipt and doctor's statement, which they said they did not get but I had the email where I sent it. So I sent it again and they are still jerking me around. Good luck getting them on the phone and if you do, you will get a new claims examiner who say they have to start all over. Go on the website and it says your claim is being reviewed. [redacted].

They claim to help if you take ill while traveling overseas. Not my experience. It was just the opposite. They said do everything on your own, and submit bills when you return.

Should have said, "TRY and collect when you return."

They do all they can NOT pay the claim. Even had a woman say they don't pay for a car service from the airport because my wife wasn't ambulatory. We were flying back to the USA because she was so ill she had trouble standing. Allianz offered absolutely NO help.

Because they offered no help, we made decision for my wife to try and recover in a hotel room, rather than in a hospital in China. First, it was much nicer than any of hospitals there. Second, it was cheaper than being in a hospital. Now, Allianz had already said to do whatever was necessary and they would reimburse us. Not the case. They declined to pay the hotel bill, because she was not in the hospital. They said they would pay it for me, if she had been admitted to a hospital facility.

They didn't offer any help in getting us back to the States. We used a mileage. That's a no-no to them. They wanted us to pay for the trip. Sure. Then, they would not have paid that either.

Run away when someone suggests buying their policy.

I was worried that my accommodation would fall through so I called to see if my policy covered that possibility before I bought the policy. I was told yes it does. when I went to submit a claim I was told it wasn't covered.

We booked a trip to Las Vegas for my wife and I. This was originally purchased through [redacted], there was an option for Travel insurance, which led us to believe we could cancel at any time for any reason. Two days before our trip, our home was broken into and many items were stolen and our door was broken and had to be repaired. We called [redacted] to cancel out trip and they forwarded me to Allianz to file a claim to get our money back for the airline portion of the trip. Allianz denied my claim as I could not prove my home was inhabitable, even though I supplied them with Police reports and proof of purchase. This company is a complete fraud and I will NEVER buy travel insurance with an airline that uses Allianz as a partner. Please beware of this company.

Review: I booked a trip for my husband and I on 12/04/2015 to go to Cancun, my policy ID# is [redacted], I shortly found out I was pregnant after booking the trip. As of 01/19/16 CDC has released an advisory for pregnant woman traveling to specific areas (specifically effecting me, Cancun Mexico) to postpone travel while pregnant or cancel. My doctor has advised per the risk to cancel or reschedule the trip and would fill out a physician’s form advising of such. On 01/19/16 I called the insurance company we purchased with original booking to see the options available. The representative and supervisor advised they are labeling this as an "epidemic" which is not eligible for a refund. However, per the policy information the definition provided for an "epidemic" is "An outbreak of a contagious disease that spreads rapidly and widely and that is identified as an epidemic by The Centers for Disease Control

and Prevention (CDC)." The CDC has NOT identified this as an epidemic, and so there for Allianz cannot define it as such, if that is not the definition they are providing in their policy information. I strongly feel they are using this definition in order to not refund the affected population, which is not fair to the consumers. If I was not pregnant, and if there was not a recent advisory to not travel, I would not be requesting a refund. The point of travelers insurance is to cover you when things are out of your control, and most certainly this is out of my control, or any woman that is pregnant that has previously booked a trip. This would be covered under section 2 of the policy allowing me rightful refund if they would allow me to provide a physician’s form for the above reason, however, Allianz is stating that due to the “epidemic” I am free to file a claim, but it will be declined per epidemic is the reason my doctor is requesting I cancel or post pone travel.Desired Settlement: I am requesting a rightful full refund per the definition in the policy provided by the company. I will gladly file a claim and submit required physician's form in order to receive the refund.

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 records indicate that the consumer has received a full refund from the travel supplier. We have subsequently canceled the policy and refunded the consumer the premium cost. Sincerely,Kalinda H[redacted]Claims Escalation Analyst 9950 Mayland Drive Richmond, Virginia 23233 www.allianzassistance.com

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: Below letter outlines what I have sent to Allianz. My flight was cancelled, all flights were full [redacted], and Airport Supervisor). I have put in several calls, and not one assoicate was willing to help or provide me their last name. I would have to start over each time. I am not an expert traveler and bought this insurance to protect me for this type of matter, I feel Allianz has taken advantage of me, and I am sure I am not first this is happening to, and want this matter to protect others going forward.Allianz Global AssistanceClaim Dept. Claim AppealsClaim # [redacted]May 13, 2013Claims Examiner,One of my travel companions, [redacted], and I were going on the trip of a lifetime: [redacted], [redacted], March 18 through March 29, 2013. We had booked our tour and flight six months in advance, did extensive research of the countries, secured our passports, bought our foreign currency, paid for the trip in full, and bought travel insurance through your company. The Allianz Travel Insurance ad on your website said: Peace of mind is priceless. Protect yourself and your travel investment with innovative travel insurance with us. You took our money and we trusted you.You cannot imagine how hurt and greatly disappointed we were that snowy evening of our departure from [redacted], standing at the [redacted] gate and being told that our 5:32 pm flight #[redacted] had to be cancelled due to severe winter weather! We went immediately to the [redacted] desk to book another flight to our connecting flight in [redacted] that was boarding at 10:20 pm for [redacted]. [redacted] agents worked with us to secure another flight, but none were available that night because the airport had to cancel all flights in and out of [redacted]. To make matters even worse, remaining flights that whole week (March19th through March 24th) were totally booked due to heavy Spring Break travel. At this point we called our travel agent and she coached us about what to do. We had no other choice but to cancel our dream trip. We obtained flight cancellation documentation from [redacted] that night and printed travel insurance claim forms. They were in the mail to you the next day, March 19, 2013.While still greatly disappointed, we took comfort in the fact that we had purchased the best travel insurance. Allianz website read: Life is unpredictable. Some trips have to be cancelled. With insurance, travelers dont have to pay for a trip they are unable to take. We help travelers every day through unanticipated travel delays, bad weather,. etc. We trusted Allianz!I dont really know why we havent received our claimed expenses after almost two months of working with Allianz. Every time I call Allianz Travel Insurance Co. I have to talk with a different representative. When I ask by name for the person I last talked with, it is denied. On April 11, 2013 I printed my Claim Status from your website that stated, .unable to approve your claim. You will be receiving a letter from Allianz Global Assistance with more details. My travel companion and I have yet to receive that letter and we live at separate addresses!We sincerely hope the enclosed documents from [redacted], Airport Director, and [redacted], [redacted] station supervisor at [redacted], both stating the cancellation of our flight was due to severe winter weather and the complete unavailability of seats on later flights the next day and week, is what you need to finally approve our claim. Allianz accepted our money and we trusted Allianz! I look forward to hearing from you that our claims have been approved.Sincerely,[redacted], MI [redacted]Desired Settlement: 100% insurance claim recieved . Backup from [redacted], and Airport has been provided.

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention. I am sorry for the consumer’s frustration regarding the handling of her claim.

Like any other insurance product, terms, conditions and limitations are a part of the insuring agreement.

In particular, we provided trip cancellation coverage to the consumer in situations where bad weather shut flights down on the route she was to have travelled for 24 or more consecutive hours.

In reviewing this for you, the cancelled flights were from [redacted] on March 18th. However, the flight was not cancelled. It was just a delayed departure. The departure delay was only 126 minutes and they landed 80 minutes late. Had the consumer taken the flight which was only delayed, they still would have had two hours and 13 minutes to make their connection to London

My review of this matter does show that coverage was correctly declined in this instance.

Sincerely,

Manager, Regulatory Claims, USA

Consumer

Response:

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

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

Regards,

Dear [redacted]

Thank you for helping me with my Revdex.com complaint against Allianz Global Assistance. I cannot, however, accept the Allianz Globel Assistance reply to my travel insurance claim dispute with them.

In his reply, [redacted], Regulatory Claims Manager stated my March 18, 2013 [redacted] flight from [redacted] to [redacted] was not cancelled and that it was just a delayed departure. That is totally false! I have documentation from both the [redacted] Director and the [redacted] stating, "due to a winter storm commercial airline flights were cancelled on Monday, March 18, 2013 and did not resume until the next day." I both mailed and faxed these two letters of documentation to Allianz. They confirmed receipt of the documents but continue to insist the flight was not cancelled!

Due to the fact the week of March 18, 2013 was during our area's Spring Break time and flights through that week and following weekend were booked at 100 percent, I was unable to meet my scheduled departure time for a nine day coach tour of [redacted]. I had no other choice but to cancel my dream tour. After submitting all the required claim forms, faxing all documents and after many emails and phone conversations with Allianz I am greatly distressed to have them repeatedly refuse to honor the travel insurance they sold me. Allianz Global Assistance took my money and I trusted them.

Please help me to make Allianz know that they cannot refuse to settle bonafied insurance claims with their travel customers. In good faith I insured my valuable [redacted] and airline travel investment with Allianz Global Assistance and they refuse my claim. This is not right!

Sincerely,

Business

Response:

Dear [redacted],

Even if [redacted] flight on the 18th been cancelled, [redacted] resumed flights the next day at 5:29 AM. As there was not a 24+ hour cessation of all [redacted] flights on that route due to weather, her trip interruption benefit was not triggered.

That benefit is not triggered on when a consumer may be able to get the next flight.

I understand [redacted] frustration; however, our decision remains the same.

Please feel free to contact me with any further questions.

Sincerely,

Manager, Regulatory Claims, USA

Review: This so called travel insurance states that it "will cover the expense of your flight in the event you need to cancel your trip" when you are directed to purchase it. Now that I find myself no longer needing to make the trip, I am unable to refund the cost of the ticket due to unadvertised loopholes. It turns out you basically have to be dead as your excuse to file a claim for trip cancellation and you better have the death certificate to prove it.Desired Settlement: I would like this company to stand by its advertisement and actually refund the cost of my ticket due to a necessary trip cancellation.

Business

Response:

[redacted]:

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

Thank you,

Consumer

Response:

[redacted]

Business

Response:

Dear [redacted],

Thank you for bringing this matter to my attention.

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

Currently, we are not showing that a claim has been filed by the consumer.

We are unable to comment because we do not have the necessary documentation to adjudicate this claim and therefore cannot address the consumers concerns but to say that the terms itself were accessible prior to purchase.

We also include a 10 day satisfaction guarantee period which allows consumers to look over the policy and deicide if it will meet their needs. If not, the consumer is allowed to cancel the policy and receive a refund of the premium as long as it’s within the 10 days of purchase and they have not yet departed on their trip or filed a claim.

Thank you,

Review: I started a claim on 2/2/14 (#[redacted]) to initiate a claim for several travel issues I had during my trip. My issues included lost baggage, weather delays causing inability to return home during the time planned as well as a hotel stay related to the weather/flight cancellation. The website said to upload documentation at my earliest convenience. I returned home and collected all of my documentation. All documentation was submitted by uploading on the online claim form as attachments - on 2/18/14. I received an email response that documentation had been received and would require 10 business days for review. After not hearing from Allianz and the claim continuing to show pended on 2/28/14, I began contacting Allianz through their online Customer Contact Form/follow up on an existing claim. I received an automated reply response. Claim still pended. I checked claim status again on 3/3/14 and claim still showed pended so I submitted another Customer Contact Form. I received another automated replay response. Claim still pending. I checked claim status again on 3/4/14 and claim still showed pended so I submitted another Customer Contact Form. Claim still pending. I emailed the Customer Service Dept. with policy/claim numbers hoping someone might help. Claim still pending. 3/5/14 claim still pending. 3/6/14 Submitted another Customer Contact Form and received another automated response. I even uploaded a note to my documentation hoping someone would notice the new contact attempt. Attempted to reach company by phone and went to "endless" on hold waiting for someone to answer. I had all details related to why I should be reimbursed for my lost baggage, canceled flight and related hotel expense. I purchased travel insurance to be "insured" against these difficulties, but I certainly had no idea that Allianz would not be there for claim support.Desired Settlement: I would like a payment of $763.32 but will accept a payment of $750.00 = Baggage delay $200.00 coverage [redacted] documentation was uploaded), Travel/trip delay $200.00 coverage ([redacted] flight cost of $251.05 was uploaded), Trip interruption protection coverage $350.00, ($312.27 Hotel reimbursement = 4,124.89 pesos receipt was uploaded)

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

Our records indicate that the consumers Travel Delay claim was paid on March 11, 2014 and the baggage delay claim is pending for receipts.

The consumer may contact the Claim Department at [redacted] for more information.

Sincerely,

Claims Escalation Analyst, 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.

I received an email on 3/10/14 that stated they were processing my claim for $[redacted] for my travel delay and they requested receipts regarding my lost luggage portion. First of all, the $[redacted] is not nearly the amount that I was requesting and that should have been included in my coverage. I responded to them by email and have yet to receive a response back (yet again). The next issue I have is that if they had read my initial submission letter in which I gathered all of the facts for them, they would realize that it was my inconvenience that I was requesting reimbursement on - not actual purchases. I did not go out and make purchases because I continued to believe that my luggage would arrive "soon" as I was told by the airlines. They neglected to address the remainder of my claim at all. My email response to them is included below for your review. As I mentioned, Allianz has yet to respond to my email. It is very disappointing that their customer service has been this difficult to deal with when they sell policy after policy in which they never have to pay a dime on. I'm sure that they are making big money by not responding to policy holders who eventually just give up instead of standing up for what is right. Thank you for helping resolve this matter.

Regards,

Email sent to Allianz in response Mon 3/10/2014 8:06 PM to 'claimsinquiry (Allianz Assistance USA)' <[redacted]>:

[redacted]:

Thank you. However, I’m a little confused – why was

$[redacted] the only amount covered when the policy covered $[redacted] for trip delay

as well as $[redacted] for trip interruption protection? Also, I am unable to

submit receipts for the baggage claim because I did not purchase clothing, etc.

as [redacted] told me my baggage would be arriving “soon”.

However, I was still terribly inconvenienced by the lack of prompt delivery of

my lost luggage which included all of my clothing, toiletries and prescription

medication.

Can you please reprocess this claim for the appropriate claim

amount or help me understand the lower amount?

Thank you,

From: claimsinquiry (Allianz Assistance USA) [[redacted]]

Sent: Monday, March 10, 2014 4:02 PM

To: [redacted]

Subject: RE: Contact Us Submission | [redacted] |

[redacted] | Status of a Claim - [redacted]

Dear [redacted],

Claim Number: [redacted]

Thank you for contacting Allianz Global Assistance regarding your

claim. Please accept our apologies for the delay in response.

Your claim information has been reviewed for your Baggage Delay

claim and it has been determined that the following documents are needed in

order to properly adjudicate your claim:

Review: A trip to Ecuador based on information that my father-in-law was near death. He was 91 years old, declining for the last 6 months, but his death at this point was deemed imminent. Since nothing was for certain, I made reservations for three weeks in case we needed to be there longer. However, not knowing for certain that we might stay fewer or more days, I purchased the Allianz Flight Insurance Trip Protection in the event our dates needed to be changed.

My wife is a school teacher, and each day we are gone was no income for her, so this was important to calculate and plan accordingly.

After carefully reading all the coverage information as it pertains to changing dates for tickets once purchased, and taking into account both the inclusions and exclusions for coverage as written on the website, the cost seemed fair in the event we might have to change dates, and knew beforehand that there would be charges by the airlines for short notice changes if it came to that.

As it turned out, after a week and many consultations with the doctor, it was determined that even though deat was imminent, my father-in-law was still strong enough that he could last three weeks, or even three months, but it was impossible to pin down an exact time. Based on this, we determined we should return prepared to go again when the time became necessary. My wife could not afford to loose two more weeks of pay from school.

Getting our return tickets cost an additional $698 to change our dates, and a claim was filed a few days after returning. Allianz sent forms by email with the requirements that needed to accompany the claim. We provided all that was asked, including a signed letter from the Doctor as to my father-in-laws condition before, during and after our visit.

All documents were delivered, received and processed by Allianz on May 22, 2014, and acknowledged both by email from Allianz and a proof or receipt return notification from the [redacted]. On June 12, 2014, I sent an email requiring the outcome of our claim, since the 10 business days stated by Allianz had passed with no communication. they replied a decision would be forth coming within 48 hours, and we received notice by mail that they would not honor our claim as it was not covered, supposedly based on pre-existing conditions if I understood their letter correctly. This is contrary to what is stated in the coverage information. Getting in contact with Allianz was a waste of time.

We approached [redacted] which is a consumer advocate group through the local TV affiliate, [redacted] in Tampa. [redacted], suggested we first contact Revdex.com to request assistance with this.

It is our feeling that Allianz owes us the full amount of the additional charges we paid for changing dates for our return flight. Here is our claim #: [redacted]Desired Settlement: That Allianz acknowledges either they are at fault, or lax in the explanation of how their coverage works in the case of having to change travel dates and what is or is not covered. I am certain we are not the only ones who have experienced this o.utcom

Business

Response:

[redacted]:

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

Our insurance, like any other insurance had terms, conditions and exclusions that impact coverage. Specifically excluded from coverage was any loss arising directly or indirectly from an existing medical condition. These were defined as:

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

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

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

you purchased it.

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

an existing medical condition if you, a traveling companion or

family member:

· saw or were advised to see a doctor

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

· were taking prescribed medication for the condition or the

symptoms, unless the condition or symptoms are effectively

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

The medical documentation on file indicates that the condition which caused the loss was symptomatic during the exclusionary period. As the insuring agreement excluded coverage for these conditions, I regret that we are unable to overturn the denial of the claim.

Sincerely,

Claims Escalation Analyst

www.allianzassistance.com

Consumer

Response:

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

Being an avid reader and fluent in two languages, reviewing the conditions and exclusions prior to making the purchase of the coverage was not ignored. The whole purpose of making the purchase was to cover the likelihood that there would be changes in our travel plans because of the very nature of our travel, which was due to a terminal illness of a family member.

Even now when re-reading the information as posted on the webpage for Allianz, I would have a hard time understanding that the coverages were contrary to what I was attempting to purchase.

Allianz can claim ignorance on my part, just as I could claim deliberate wording to confuse the buyer on mine. At the very least I want my premium refunded for what I consider misrepresentation of the coverage I was buying, and that the manner in which exclusions for coverage are listed and written is not conducive to good translation or understanding by the ordinary customer.

I would further state that Allianz knows full well that in such instances as ours, where a family illness is involved, the emotional state of mind of the customer is a factor that can lead to misunderstanding.

As a former Insurance Agent, in retrospect, I fully recognize the intent of insurance is not to pay claims, rather to give ease of mind. Actuaries constantly "run the numbers" to reduce the exposure and liability of an insurer, and constantly test the phycological content of verbiage in coverage pages to be anything but clear and specific. It is much like the [redacted] or [redacted] of a software product, that is written in very small print to discourage actual reading. For that reason I believe I took extra care to read the coverages and exclusions several times to make certain I felt covered.

Others may throw up their hands in frustration with companies like Allianz, and it is possible I am 1 of 100's who have had this experience and am willing to take some action. It is an old saying that "What you fight you strengthen. What You resist, persists.” I may simply be helping this company discover new ways to avoid paying out a legitimate claim. So it is my word against the corporate giant, who provides work and revenue to others and is therefore given a great deal of leeway.

I'm not sure where I will go next to pursue this, but where I won't go is away!

Regards,

Review: I purchased tickets to the [redacted] as a Father's Day gift for my husband. Because of his work travel schedule and frequent international trips, I purchased trip insurance. I hadn't done this before and on the [redacted] site when it advertised that (as quoted from [redacted], "With Event Ticket Insurance, if you can't attend an event for any covered reason – such as illness, airline delays, traffic accidents and more – you'll get 100% of the ticket price returned to you" I decided to go ahead and purchase the insurance. My husband came home ill from a trip to Mexico on the day before the race. Due to diarrhea and fever, he obviously was not interested in attending the race. Today, I looked up the ticket confirmation to see how I go about claiming the tickets and noticed that it said I should have received a separate email from Allianz Global. The number to Allianz was provided anyway, so I just called. The representative informed me that my husband needed to be seen by a doctor within 72 hours, which had passed. I offered to supply my husband's air ticket from Mexico, but was told that was not good enough. They explained that I should have received an email after purchasing the tickets telling me the coverage information as well as what needed to happen in order for illness to be approved for a refund. I looked through my email and never received this. I guess had I read my [redacted] receipt better, I would have known to expect this document. That said, as I show above, [redacted] does not say on their site that we would have to include a doctor's visit for something that doesn't really require anything but liquids and rest to get over and that the doctor's visit would likely cost us as much or more than the tickets. So, is it not unfair practices for them to advertise illness as covered when purchasing the insurance and then after it is bought, send an email stating all the hoops that would need to be jumped through in order for them to cover an illness?Desired Settlement: I would like a refund of the tickets since they were purchased under the description on the [redacted] site stating that illness is covered by this insurance policy.

Business

Response:

Dear [redacted]:

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

Our insurance programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage. These terms were readily available in the booking path prior to purchase and also emailed to the consumer.

The terms required that an exam be performed by a licensed physician within 72 hours of cancelation.

According to the consumer this was not done.

Due to this, I regret that we would be unable to honor the consumers claim.

Sincerely,

Claims Escalation Analyst

www.allianzassistance.com

Consumer

Response:

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

Please review the attached document, which is what I saw when purchasing the insurance on the [redacted] site. It says under the "how it works" heading "With Event Ticket Insurance, if you can't attend an event for any covered reason-such as illness, airline delays, traffic accidents and more, you'll get 100% of the ticket price returned to you." There are no asterisks for disclaimers stating a doctor's visit would be required. Just this heading stating that illness is an example of a covered reason. Under tab 3 "How to Buy" it also does not say anything about how I should've received an email with a policy after purchase. As you can see, it only says there will be a separate charge from Alliance Global. I also looked on your site and do not see this policy readily available to read as you claim. That isn't the point though, the document I'm showing you is what is on the [redacted] site about your insurance. Your not honoring this I believe is a scam and criminal.

Regards,

Review: I purchased travel insurance for a cruise on the [redacted] through [redacted] The cruise was scheduled to leave on May 3, 2014. On April 27, 2014, I was admitted to the hospital for dehydration due to a kidney infection. I was released on April 29th but was advised by my doctor not to travel to Europe. I did not leave on the cruise from Venice, Italy as scheduled.

Allianz will not reimburse me for the cruise stating that the kidney infection was a pre-existing condition. I do have a condition known as polycystic kidney disease and am susceptible to kidney infections. However, the kidney infections are treated with a prescription of antibiotics.

I have complied with Allianz by filing my claim with a statement from my primary care physician, credit card statement for $1,126.46 for the cost of the cruise, $107.00 for the cost of the travel insurance, confirmation letter from [redacted] and Letter of Confirmation for the purchased travel insurance from Allianz Global Assistance underwritten by [redacted] When my claim was denied, I appealed to the Allianz Claim Appeal Department, [redacted] I also sent packets of the required documents to [redacted], my vacation Planner, [redacted] with [redacted] To date, July 24, 2014, I have only received denials on the insurance claim. In researching Allianz Global Assistance, I noticed that I am not the only person filing a similar complaint. The website is full of similar complaints. [redacted] This company should not be allowed to remain in business. As other travelers have complained, they are a scam.Desired Settlement: Refund the cost of the cruise, $1,126.46 as agreed in the travel insurance contract.

Business

Response:

Dear [redacted]

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

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

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

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

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

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

you purchased it.

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

an existing medical condition if you, a traveling companion or

family member:

· saw or were advised to see a doctor

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

· were taking prescribed medication for the condition or the

symptoms, unless the condition or symptoms are effectively

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

According to the medical documentation on file, the condition that caused the consumer’s loss was excluded from coverage as the condition was symptomatic 5 days prior to the purchase of insurance.

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

Sincerely,

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.

There was nothing in the contract that indicated that a person must be healthy and disease free 5 days prior to traveling. [redacted] travel offers last minute travel to airline employees based on availability on cruise lines. There are circumstances that when making these travel plans, five days is not substantial. I will be sure to notify [redacted] not to use Allianz in the future. There are many other customers who have similar complaints about Allianz.

A kidney infection is not a pre-existing condition. The doctor was confident that after the prescribed dosage of antibiotic, I would be able to travel. Unfortunately, that was not the case.

I will follow up with our local troubleshooter in Cincinnati. Allianz Travel Assistance should not be doing business. Needless to say, I am very disappointed and dissatisfied about the flimsy excuse for not providing travel insurance. They will find any excuse not to make good on their travel contract.

Regards,

Review: I have purchased travelers insurance for my wifes round trip flight from [redacted], TN to [redacted], TX. My wife ([redacted]) was originally set to return on Dec 3rd, but due to waiting for a child birth that was delayed by 2 days, required to change the return date to Dec 5th. It was not clear that the travelers insurance was not American Airlines from the booking and when we tried to change the flight, we were told that the American Airlines required the $200 changing fee and that the insurance complany stated they would not take care of the flight changes and would only re-imburse after reviewing all reuested information fro their reviewers. They also stated that this would probably not result in a refund.

This is a very deceptive travel insurance company that refuses to allow for travel changes and has made no effort to assist with travell changes.Desired Settlement: I would prefer if American Airlines would cease using shady business practices that do not provide the services they claim and no longer use this insurance company. Also, if travel insurances are paid for, flight changes should be straightforward. I suppose I would have to settle for a full refund of $37.62

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 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 consumer has filed a claim for a birth that was

delayed two days. The insuring agreement excluded coverage for any loss

resulting directly or indirectly from normal pregnancy. I regret that we are unable to provide the consumer with a more favorable

response at this time. Sincerely,Kalinda H[redacted]Claims Escalation Analyst

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: When on [redacted] purchasing my trip to [redacted], [redacted] for March, Allianz Global insurance was advertised as protection against trip cancellations due to terrorist attacks. Due to the current global environment, I purchased this insurance in case my event had to be cancelled due to such attacks. The following weeks two attacks occurred in Istanbul that were linked to terrorism, so I decided I cannot go. Before I cancelled my trip completely, I submitted a claim to ensure that I could be able to get my money back first, otherwise I would work with the airline or hotel to try to seek a credit for future travel. Allianz notified me that I had to cancel my trip first and provide proof of cancellation before my claim is considered. Hesitantly, I cancelled my trip package and was told that I would lose the cost of the entire itinerary. Then I provided this proof to Allianz. Allianz then communicates to me that my claim was not approved because terrorist attacks are not part of the insurance. Even though this was advertised and the reason I purchased this insurance. I think it is very dishonest and misleading and as a consumer just lost ~$1,200 because of Allianz's false advertising of their protection services.Desired Settlement: I believe I should be entitled to some, if not all, of my package cost to be refunded to me, especially since Allianz made me cancel my package before even considering my claim , causing me to lose out on all other alternative options to seek credit for my trip other ways.

Business

Response:

Dear Ms. [redacted]: Thank you for forwarding this matter to my attention. The consumers policy included coverage for terrorist events if a terrorist event happens at your foreign destination within 30 days of the day you’re scheduled to arrive. Terrorist event was defined as: When an organized terrorist group, as defined by the U.S. State Department, 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 At the time of the claim decision no terrorist organization listed by the US state department has claimed responsibility for this event; therefore, the event was not considered terrorist event under the insuring agreement. Travel warnings and bulletins and being afraid to travel is also not covered. If the consumer feels as though the event now qualifies as a terrorist event, verification of this can be sent to [email protected] for additional review. Sincerely, Kalinda H[redacted]Claims Escalation Examiner 9950 Mayland Drive

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 policy details were not made clear to me until after the policy had already been purchased. You will find in the attached that a terrorist attacked took place one month ago, 60 days before I was scheduled to travel to the city. Also, I have included a recently updated travel warning from our US State Department. My claim must be reconsidered and approved under these circumstances.

Regards,

I have been attempting to receive payment from this company since my initial flight on December 16, 2013. To date I not received payment. After gathering multiple pieces of documentation, i.e. Initial Flight itinerary, changed flight itinerary, bank statements, credit card statements, death certificate, obituary, etc. they have yet to send payment. Via email, on March 27, I was told a check would be sent in 7-10 days. No check. On April 28, I was told another check would be issued and confirmed my physical address, although I had recieved previous correspondence from them, still no check! On May 22, I was again emailed from [redacted] that a check would be sent [redacted]. Again, no check. I will never again do business with this company and recommend to all family, friends and business associates to do the same. Shame on Allianz Global Assistance, such a sub-par company.

I don't recommend purchasing Allianz event insurance. My experience was extremely negative. It was an arduous process that seems difficult only to dissuade people from submitting claims. It took me five months to have my claim processed. I had to fight numerous decisions where Allianz closed and denied my claim. My doctor had to be too involved considering her busy schedule. Given what I'm going through medically, I only continued because of the principle. Claims shouldn't be this difficult to process if the insured FOLLOWS the rules and provides the necessary medical documentation.

I bought an expensive concert ticket and purchased Allianz event insurance due to the ticket cost. Several months AFTER purchasing the ticket on [redacted] CONCURRENTLY with the Allianz insurance (which is when [redacted] has you purchase event insurance on their web site), I was diagnosed with cancer.

My doctor had to get involved several times and submitted a couple of physician's statements. I was told that I KNEW that I had cancer at the time of the purchase of insurance. According to Allianz personnel, you are diagnosed with cancer at the time of your mammogram. I didn't even have word on the outcome of my mammogram when I purchased the ticket and event insurance. I did a timeline of medical procedures and included the date I purchased Allianz insurance. I FINALLY was able to get my claim processed after five (5) months.

I had a medical emergency with my mother and had to change my flight out of nj to Phoenix three days earlier.. My aunt flew out of San Diego and also had to change her flight she used a diff company and had a much easier time receiving her refund through travel guard... I submitted a form from the hospital and did not hear back from Allianz for over two weeks so I sent a second inquiry on my claim, still no response after several days.. I finally called.. Only to be told a date was missing on the hospital paperwork and without that date I will receive no refund.. I spoke with a supervisor Denise and explained the situation, that my mother is bedbound on hospice in Phoenix trying an alternative approach to treat her cancer getting the hospital paperwork would be difficult but I tried to explain the date I flew was the onset date which was not enough for a refund although my aunt and I submitted the same paperwork on our insurance claims.. She was refunded I was given a headache after several calls and emails no refund.. I would NOT recommend anyone use this company unless you're looking to throw away money on useless travel insurance filled with scams and loopholes .. Terrible

Clearly stated false advertising and an absolute scam,as far as simple "travel insurance" goes. Simply put, when purchasing an airline ticket from the airlines or various travel websites the "Allianz Global" insurance company comes up as an option for "insurance" in case your travel needs change... what is NOT stated as their as so many loopholes to their policy, you would to basically DIE to get your money back..
And my circumstances was simply a request for reimbursement to change an airline ticket's date--- if I had stuck with original date of travel, I would have been terminated from my job. Thus, I HAD to make a date change, yet Allianz stated that "They dont cover for POSSIBLE termination, only termination".

Review: My husband, [redacted], and I are trying to get a refund of travel tickets we bought Oct 31, 2013. I developed an illness and had to cancel the trip. We bought travel insurance with Allianz and therefore we filled out the needed forms. It is now March 2014 and we cannot contact Allianz. I have been left on HOLD for 30 minutes at a time. I have sent emails with no response. I was able to talk to a person who said I needed to send my itinerary. Another time I got a letter saying I needed to send another physician's report. I have sent both to them but I cannot hear from them. Meanwhile it gives them the opportunity to use our money with interest to their benefit. We are talking about 2 tickets. I need this taken care of ASAP as I believe I have waited too long.Desired Settlement: We would like a refund of our tickets: 2 tickets in amount of $597.60 The travel insurance cost $26.88

Business

Response:

Dear [redacted],

Thank you for bringing this matter to my attention.

I have located two claims for the consumers and both have been processed for payment today.

We were in need of additional information on the Physician Statement form and received that information yesterday.

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: [redacted].

Regards,

Review: No resolution yet to trip insurance claim filed May 9. Issue was need to cancel vacation for medical reasons.

I am an attorney, so I knew to read the contract. I know what documentation they needed. I faxed it in and waited the requisite 10 business days. No response. I contacted them, and they said they needed a different form from my doctor. So, I got their form filled out and resubmitted via email on May 27. Still no word, so I followed up with [redacted] on June 3. He said they didn’t have the documents I emailed, so I emailed to his direct email. He confirmed he received the email. I waited another 10 business days and called again today. [redacted] told me the documents weren’t received. I resent them to her direct email, and at 5:16pm tonight, she confirmed she received them. She told me to check back online in a few hours to be sure the documents were scanned into my file. I checked back online, and my claim status shows that information is needed and I see no way to check the documents in my file because their website says for my privacy, no documents will be shown.

I just called and spoke with [redacted] who said their system is down and call back tomorrow.

There has been no final resolution yet, so I will reserve final judgment, but I am disgusted with how I have been treated. I had to cancel a vacation I very much wanted to go on, for a medical condition which was serious enough I ended up having surgery about 2 weeks later. I paid for trip insurance for such an occurrence, submitted THREE TIMES the documents they needed, and should have had my money refunded a month ago.

The delays are bad enough, but the changing stories by differently employees seriously harms their credibility.Desired Settlement: Quit delaying and saying you don't have documents you received three times. Honor the claim and refund the price of the airline tickets I purchased through [redacted], as you agreed to do in the contract.

Business

Response:

Dear [redacted]:

Our records indicate that the consumer has been reimbursed for the cost of the airline tickets. We apologize for the delay. Whenever documentation is received, it is reviewed within 7 to 10 business days.

Sincerely,

Claims Escalation Analyst

www.allianzassistance.com

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,