Allianz Global Assistance

Review: I purchased travel insurance for a trip I was taking. I was traveling to [redacted] to see my husband who was to be away for months working in [redacted]. I was to leave on Thursday April 17 2014. However on Wednesday April 16, 2014 my husband was unexpectedly laid off from work due to lack of work. So therefore I had to cancel my trip. I sent Allianz Global Assistance letters from my husband's employer stating he was laid off due to lack of work. They had told me that was all I needed to get claim paid. I keep calling and checking onlien and they tell me my claim is closedI asked why and they tell me that the claim was denied. According to policy I have there is a full refund if you or a traveling companion is terminated or laid off from a company after yoyr plane effective date. I purchased the plan on April 8, 2014., I am truely entitled to the full refund and they won't respond backDesired Settlement: Full refund of ticket price paid $690.00

Business

Response:

Dear [redacted]

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

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

Specifically included in those terms were the following: You or a traveling companion is terminated or laid off from a company after your plan’s effective date.

According to the claim documentation, the person who was laid off was not the insured nor a traveling companion of the insured as defined in the insuring agreement. Coverage did not apply for a family member being laid off.

At this time 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.

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

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 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,

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 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].

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: 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,

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: 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: 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: 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: 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,

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.

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.

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.

Review: I rented a van through [redacted] for travel from Huntsville, AL to Atlanta, GA to Providence, RI on June 19th through the 23rd 2014. I opted for the "recommended" Rental Car Damage Protection for a total of $9 USD per day for a total of $45 USD. In the section of the screen to select this insurance, the bottom has a quote that reads, "Think twice before turning down rental-car insurance on your next tirp."--[redacted] Feb 2014. I assumed the insurance was being offered through the car rental company, [redacted]. When I went to pick up the vehicle, [redacted] asked if I wanted insurance through them. I didn't understand. I thought I had insurance through [redacted] already. The representative explained that I did not. And although the actual [redacted] was less expensive, I also assumed that I could not cancel any portion of my purchase as noted in confirmation email from [redacted] ('no cancellation"..."no refund"). Then in NY we got a flat tire and had to towed to a 24 hour tire shop for a replacement tire. I spoke with [redacted] road side assistance and they (and the tow truck drive) advised I keep my receipts for reimbursement. Upon return of the vehicle on June 23rd I presented the receipts to the [redacted] representative who informed me since I did not have insurance through them, they could not reimburse me. And the representative further explained to me that road side assistance was only $4.99 per day. I then contacted Allianz who also declined reimbursement. I feel that [redacted] and Allianz had misleading advertisement.Desired Settlement: I have selected refund as the ultimate desired settlement, but additionally [redacted] should have a disclaimer concerning their affiliation with the said insurance company. And Allianz should definitely list a disclaimer regarding their non relationship with the actual car rental vendors. I absolutely had no idea that I was not purchasing insurance through the car rental vendor. And when that was determined, I assumed I couldn't get out of it.

I am not looking for reimbursement for the actual insurance. I expected and had every intention to purchase insurance to especially cover road side assistance as I wanted to be safe and covered on such a long trip with my family.

I am however looking to be reimbursed for the tow ($136.09) and replacement of the tire ($65.32).

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

Our records indicate that the consumer has not filed a claim with our company. I have requested to have claim forms sent out to the email address on file to initiate the process.

Sincerely,

Claims Escalation Analyst

www.allianzassistance.com

Review: I just had my claim denied. I bought insurance for concert tickets totaling $287. When this options pops up on [redacted], it is a take it or leave it deal. I thought that a $14 insurance policy would be a good idea since the concert is 4 hours away. It covers mechanical breakdowns and several other perils. Well, I did have a breakdown, but it did not fit their parameters exactly. I got my final denial today. I quote, " As your insuring agreement indicated, this is a named perils travel insurance program, which means it covers only the specific situations, events and losses included in this document, and only under the conditions we describe."

For starters, I had to convince several "claims analysts" that there were no tickets; you had to use the same credit card at the gate that you bought the tickets with to enter. Your credit card was your ticket!

I produced proof that I had bought the part and had it replaced at my leisure at home. Unfortunately, I did not get it repaired soon enough. There is an unwritten deadline, which you can discover after you have sent in your proof of repair. If you are thinking of buying this insurance, you should go to the Global Allianz web site and carefully read all the named perils before you buy a policy and actually expect to get reimbursed. Then, you better document everything and do it quickly and, if you have an unusual situation, forget it.Desired Settlement: Refund of the $287 I spent on concert tickets that I was unable to attend due to a mechanical breakdown.

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. The insuring agreement provided coverage if Your or Your Companion's automobile having a Mechanical Breakdown within 48 hours of the event which results in the vehicle being unable to be driven to the event.

As the insuring agreement is a named peril policy only we would need verification that the breakdown occurred within the 48 hours of the event. Unfortunately, the consumer did not have verification of this occurring within that timeframe.

Due to this, we were unable to honor the claim for reimbursement.

Sincerely,

Claims Escalation Analyst

www.allianzassistance.com

Consumer

Response:

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

I was not offered an offer to accept or reject! They just reiterated their denial of my claim

Regards,

Review: I purchased insurance for a marathon ticket. After finding out I would be unable to run I contacted Allianz to file a claim. The reason I stated for the cancellation is a reason that is covered under their policy. However, upon speaking to Ivan from their "customer service" line I was informed that I would have to prove "my personal change of plans without further information." After a series of questions wherein I asked him for suggestions about proving my personal change, he stated he did not know. Allianz expects me to provide documentation without informing me as to what, if anything, is acceptable in this circumstance. Their rep then suggested I fill out a claim online. After I informed him that the website could not find my policy (although he was able to do it over the phone), his attitude about filing the claim over the phone became rude and condescending.

The initial "contract" entered did not state the series of holes I would have to jump in order for them to pay on my $28.24 dollar claim. I abided with my side of the contract, and I simply desire a pay on my claim, as deserved.Desired Settlement: Although I would like a refund in FULL to include the price of the event ticket and the $6.99 I paid this "company," I would settle for the benefit of the bargain, the $28.24 I paid to have insured.

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. I have forwarded the call quality concerns to management for additional review and coaching. The consumers insuring agreement excluded coverage for the following: You or Your Companion: a) making changes to personal plans or b) having a business or contractual obligation; According to the notes from the phone call, the consumer indicated that the loss was due to work related problems. Even though this is not a covered reason, we cannot adjudicate a claim until we receive supporting documentation. If the consumer wishes to proceed with the claim process she may just send in a letter indicating the cause of the cancelation. At this time, it appears that the cause of loss would not be covered. If she has additional questions, I encourage her to contact the Claim Department at 800-334-7525. Sincerely, Kalinda [redacted]Claims Escalation Analyst 9950 Mayland Drive Richmond, Virginia 23233 www.allianzassistance.com

Review: My wife and I purchased Travel Insurance: [redacted]/ Cancel Anytime/Trip Cancellation Plus from Allianz Global Assistance through [redacted] on 9 February 2013. Date of supposed travel 5 August thru 22 August 2013. However, I had an emergency on 25 June 2013 which led to a right-eye surgery on 26 June 2013 thus preventing me to execute this travel. As intended I filed a claim with [redacted] and Allianz Global Assistance. Actual cost of this trip for us was $5 611.48 (including the [redacted] services which cost $516.00). We were told that we cannot claim the $408.08, the actual price we paid for the insurance. In a nutshell, we could only claim for $5203.40. [redacted] re-imbursed $[redacted] leaving us $3776.24 of un-refunded expenses. Allianz Global sent us 2 checks, one for $[redacted] and another for $[redacted] for a total of $[redacted]. I then asked Allianz how they arrived at these figures and so far has not responded to this request. This prompted me to write Revdex.com for assistance. My insurance policy states that for trip cancellation we could get as much as 100% of the trip cost, and or 80 % of our pre-paid, non-refundable expenses if we must cancel our trip for an unforeseen reason. We have provided Allianz Global with all the documentations including a physicians statements of the hospital where I was operated on. If I met all their requirements, how come we were refunded only $[redacted] which is 46% only of $3776.24? Up to now I have been waiting for Allianz to provide me a breakdown of how they came up with $[redacted]. I believe we have been short-changed. Note: Under the Certificate of Insurance, Part IV, Description of Travel Insurance Benefits (what is covered), specifically item #**, on page 3, it says : Coverage is for -- published, trip payments, or deposits incurred as a result of cancellation penalties for which you are not eligible to receive a refund.Desired Settlement: Same as above. Fair and equitable refund as per term of contract with deailed breakdown of amount refunded with explanations.

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

Our insurance programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage. In particular, our trip cancellation benefit reimburses actual loss a consumer incurs, up to 100% of their trip cost, etc. However, our reimbursement is less any refunds, credits or vouchers for future travel, the consumer receives or is due to receive from their travel supplier. Those are defined as “refunds” in our insuring agreements.

According to the consumer’s Travel Agent, they received a credit for future travel from their airline. Accordingly, that amount, $[redacted], was deducted from the amount we paid. We did include the amount of the tickets that were not applied to a future credit, $[redacted], in our claim payment.

The consumer also recieved a refund for the land portion of the trip. The cost of the tour was $[redacted], and the consumer was refunded $[redacted]. That total tour cost included $[redacted] for insurance premium which, of course, is non-refundable. Our claim payment included $[redacted] owed to the insured from the total paid for the tour.

Our payment also included the $[redacted] which they paid for [redacted].

The unreimbursed costs I outline above equal our claim payment of $[redacted].

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

Sincerely,

Manager, Regulatory Claims, USA

Review: Allianz double charged my credit card for policy number [redacted]. When their customer service line was called they flat out refused to acknowledge the second charge. I was given an email address to take my escalate my complaint. Following the phone call I was sent an email stating my policy was canceled. Allianz would rather cancel an account without the customer's consent before taking the responsibility to refund a duplicate charge. Allianz continued to ignore my complaint until I emailed the customer assistance department with attachments of the original policy and price, my credit card statement showing the double charge, and the email showing the account as canceled.

At this time no refund has been credited to my credit card, no meaningful apology was given, and my policy is still canceled without my consent. I did receive an email from their department claiming the double charge occurred on account of "technical error". This technical error is an unethical business model used to exploit their customers. They are counting on customers to not monitor their accounts and they hope that no one catches them in the act.Desired Settlement: When will the Revdex.com take action against Allianz? The statistics of this company speak volumes!

98% of customers are dissatisfied with the conduct of Allianz!

100% of those customers would not recommend Allianz to other customers!

On behalf of these customers I demand that Revdex.com lower Allianz's grade to the lowest possible.

I desire Allianz to make a formal PUBLIC apology for all the victims this complaint represents. America does not need corrupt companies like Allianz!

Business

Response:

Dear Ms. Smith,

Thank you for bringing this matter to my attention. Our records indicate that the consumer was notified on October 29th that the Finance Department has completed their review and the additional charge in error was refunded. As the consumer requested a cancelation of the policy, all charges have been refunded. Thank you,