Allianz Global Assistance

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: 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 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: My 71 year old mother filed a claim for medical cost related to surgery that she was required to have during a visit back from the caribbean. Each week the forms that are required to be submitted list gets longer and longer. We file all the paperwork that is required and then they take 10 days to review the paperwork and they request another new document after every 10 day period. Each time I call I get different information from the customer service reps. We started this process in early September with no resolution. My mother only has medicare insurance and has has paid all the bills that medicare did not cover and was told by Allainz that this would be easy to file and get the non-covered amount back from them. It has turned into multiple emails, file up loads and more than 10 calls with no resolution. My mother has received an additional bill in the amount of $201.48 after we filed the claim but we chose not to upload this bill fearing that it will delay the process even more. Her Claim #[redacted]Desired Settlement: The medical bills claim paid so we can move on from this nightmare situation. Claim #[redacted]

Business

Response:

Dear [redacted]

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

The claim has been reviewed and the consumer has now been reimbursed for the medical expenses. The consumer may want to contact the Claim Department for more information regarding the claim.

The consumer should allow 5 to 7 business days to receive the check in the mail.

Sincerely,

Review: My husband and I booked a trip to [redacted] and purchased insurance as we had just found out we were pregnant and thought this would be a good idea just in case there were any issues that came up that would cause us to cancel our trip. Not long after that purchase, I flew to [redacted] on a work trip. During my flight there and back, I experienced severe nausea and vomiting. It was miserable and I had not had any of this throughout the pregnancy at all. I visited my doctor when I returned and he told me that due to this I should not be flying by any means as my body was not responding to the high altitude well. First issue, we spoke with the airline and due to us purchasing insurance, we had to file a complaint which would in turn take 10 business days to get a response. I have flown over 100 times and not once purchased flight insurance and have had instances where we needed to change or cancel a flight. This was never as complicated as it was when dealing with this company. Second, our file was denied because my situation was classified as a "regular" pregnancy. Clearly it was not regular. I called the company and in doing so, spoke with a supervisor and explained my entire story. She told me that what my doctor wrote was not enough to get a reimbursement so I had to go back to my doctor to add more information. After I resubmitted AGAIN, it was denied because it was still classified as "regular." Now we are over a month past when this trip was supposed to happen and we are still dealing with the chaos. My husband called again and they said that they need MORE information in order to get reimbursed. Ok...this is absolutely ridiculous. Not only is all of this such a pain to handle for myself and my doctor, we are STILL dealing with this. We bought the tickets, we purchased insurance for this reason and experienced issues that we were advised NOT to fly for and we can't get reimbursed? The customer service at this company is appalling and has made it so that I will not ever recommend insurance to anyone let alone this company and I plan on never flying with their business partner Hawaiian. When there is another human life that is on the line, it shouldn't matter if there is a doctors note or not. If someone feels that it is unsafe to fly when they are pregnant, that should not be something that is questioned. I am so disappointed with how this has all gone down and do intend to get our flight reimbursed. This company needs to figure out what is more worth it, refunding a flight that a husband and wife would have taken if something had not come up that is a LEGITIMATE reason to cancel for, or keep the money they are so deceitfully trying to keep. Not okay.Desired Settlement: Our trip costed $814. We should be reimbursed for more after all the hoops we had to jump through but at this point, we want our money back.

Business

Response:

Dear [redacted]:Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused you. Our insurance, like any other insurance, has terms, conditions and exclusions that impact coverage. Specifically excluded from coverage is any loss arising directly or indirectly from: Normal Pregnancy (unless as specifically covered), fertility treatments, Childbirth or elective abortion, other than unforeseen complications of pregnancy, of You, a Traveling Companion or a Family Member. The medical documentation on file indicates that the pregnancy in question did not involve any complications. At this time we are requesting additional medical records from your physician. Sincerely,[redacted]Quality AnalystClaims Quality Assurance [redacted]

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Clearly there were issues OUTSIDE of a normal pregnancy leading us to cancel and needing a doctors note, which we got. Then due to not enough information, we got more and stated on the sheet the nurse said CANNOT FLY. This still was not enough information. Now I had to go back a 3rd time now over a span of about 2 months...so inconvenient and if this doesn't work we are going to have to take legal action. The hospital has now posted information on this insurance company on their discussion board as a notification to never use and we will never speak highly of it again as this has been such a headache over something so simple. If this was a normal pregnancy, we would have been on that flight and enjoyed our trip but we could not. I have been treated poorly by every individual that i've spoken with at the company and my husband has as well. All appropriate documents have been submitted multiple times and its clear based on reviews on Revdex.com as well as [redacted] that i'm not the first victim of these very sly practices. A customer couldn't fly due to complications in a pregnancy that were caused due to high altitude. Instead of providing exceptional customer service and hearing out the situation and understanding what was going on, it has been drug on and avoided i'm assuming in hopes of me forgetting about it and the company gets to keep the money that they do NOT deserve. I expect a refund.

Regards,

Review: I inquired about their product then told them to remove all my contact information

confidential information from their system on 2-20-14.

Now on 2-13-15 they emailed me again. This representative and company is harassing me and

ignored my requests. This is a violation of the Can Spam ActDesired Settlement: I want them to stop contacting me directly, indirectly or by third party. I would

like a letter of apology and confirmation they have removed all my confidential

contact information from their records and will not contact me again.

I also want my complaint put into [redacted]'s personnel file

Business

Response:

Dear Mr. [redacted]:Thank you for forwarding this matter to my attention.Our records show we last contacted you in July 2014 via e-mail. You were on this list because you opted to receive e-mails from 3rd party vendors. We have added you to our "Do Not Solicit" file per this complaint. I apologize for any frustration we may have caused you.Sincerely,[redacted]Quality AnalystClaims Quality Assurance9950 Mayland DriveRichmond, VA 23233www.allianzassistance.com

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.They were notified not to contact me again. Additionally, I am on the list of do not contact and do not call by anyone including third party. As far as last contact I don't as I send Allianz and email dated 2-24-14 to remove all mycontact information from their system See below copy of email:[redacted] (AllianzGlobal Assistance)CCmeFeb 20, 2014remove my all contactinfo and confidential info from you system I am no longerinterested in your product

Regards,

P.S. I do not want them to contact me, directly, indirectly or by third party in an fashion.

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,

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

I purchased travel insurance from Allianz for myself and a friend with whom I booked a trip to Mexico. My friend's mom fell ill and was hospitalized before our trip started so I filed a claim with Allianz to get a refund of our airfare. They asked for a physician form so my friend had the physician fill out the form. A couple days later my friend's mom passed away. I called Allianz to see if they just needed the death certificate or both that and the physician form. The woman I spoke with had absolutely no compassion and said they would like both. My friend faxed in both forms and a couple weeks later I got an email saying that they needed more info on the physician form. REALLY? Her mom just died and now you're asking for more info when you already have the death certificate? I'm calling today to complain but wanted to warn ppl to not buy this insurance! They are a greedy company with no compassion and are obviously trying to get out of paying us what they owe. Completely disgusted!!! I will be filing a claim if this doesn't get resolved ASAP.

Review: My daughter,[redacted] was to go on a trip to Spain for over a month. Her grandfather passed away suddenly and unexpectedly. The trip is scheduled for 5/25/13. The service was held on 5/18/13. The claim to refund the trip was denied.Desired Settlement: Would like to have the trip cost reimbursed since she will not be able to travel due to helping out with grandmother who does not work nor drive.

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

Our products provide trip cancellation benefits to insureds when they become ill and are unable to travel as planned subject to terms, conditions, and exclusions. In that regard, our insurance programs are like any other type of insurance.

On March 17th the consumer filed an e-claim with us indicating the trip had been cancelled due to “depression and anxiety”. To support her claim, she supplied a Physician Statement Form indicating her doctor advised her not to travel on March 7th due to “anxiety & depression”.

Unfortunately, [redacted] insurance program excluded coverage for any claim directly or indirectly related to mental or nervous health issues. Accordingly, coverage was denied.

The consumer’s insuring agreement contained the following:

“Your coverage ends on the earliest of…

· the day and time you cancel your trip”

As [redacted] filed a claim for trip cancellation benefits on March 17th, her coverage ended on that day. We are unable to consider her grandfather’s passing on May 7th as her insurance coverage had ended prior to his death.

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

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.

I do not understand how the benefits would end given that the trip was not canceled and my daughter had planned to go when the first claim was rejected. We did not anticipate the death of her grandfather. He drove himself to the emergency room. Was taken into a bay and died within 30 minutes of a heart attack. He had no prior heart problems. I was not notified that the coverage ended on 3/17/13. Why would they end it if the flight was not canceled??

Regards,

Business

Response:

Dear [redacted]:

The consumer admits that they filed a claim. In order to do so, one has to cancel one's trip, otherwise, had the claim been covered, payment could not have been made if the trip had not been cancelled.

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.

I feel that this company has many stipulations to prohibit one from actually being covered. I did not know I had to cancel the trip. When I called to inquire about a claim due to the death, I was forwarded an email with an attachment. I was not informed to cancel the trip to be eligible.

The first response from the company regarding my Revdex.com complaint was that I was not covered due to a first claim being filed, now it changed that the trip was not canceled? My father passed away. My priority was making the arrangements, calling his employer, etc etc. We did not anticipate getting a phone call to go to an Emergency Room to see my daughter's grandfather dead on a stretcher.

I was never told to cancel the trip to be eligible to file a claim when I called after my father's passing. I was simply told to fill out the form. I was asked if I canceled the trip after the original claim was filed and said no that she planned to go on the trip until the death. She did not advise me to cancel to be eligible for a claim.

Regards,

Review: My understanding of trip cancelation insurance IS TO BE ABLE TO CANCEL A TRIP. The insurance company takes your money and then sends out a 27 page email giving them the right to deny just about any claim they want to. I am trying to cancel a trip almost 60 days in advance. This is a scam company through [redacted] to lead consumers they have some protection against non refundable bookings. I'm pretty sure a hotel room can be canceled 2 months out without sending the entire travel industry into a death spiral.Desired Settlement: I want the travel insurance company to pay the claim.

Business

Response:

Dear [redacted]:

Thank you for bringing this matter to my attention.

Our insurance, like any other insurance had terms, conditions and exclusions that impact coverage. These terms were readily available in the booking path prior to purchase and also emailed to the insured along with a 10 day satisfaction guarantee period.

Specifically included in those terms were the following:

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

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

Upon review of the claim, the consumer’s loss did not fall under one of the named perils as listed in their insuring agreement.

Due to this, we are unable to provide coverage for the consumers loss.

Thank you,

Review: I booked a vacation in June and purchased travel instance just in case of an emergency. My manager granted me permission to have the week off. However, in the past few weeks we've had a major decline at work and have began laying off. My manager notified me that if I took the trip, I would return unemployed. I immediately filed a claim and contacted my insurance and travel company. The insurance agent said I would "probably not" be covered because I needed to already a be laid off or terminated before I filed a claim. I responded and told her, I was filing this claim to avoid losing my job. So after a lengthy review my claim was denied and the final decision was my policy did not cover me because I was still employed. I continued to fight and stress the WHOLE point in filing the claim was so that I would not lose my job. They eventually quit responding and acted as if I didn't exist.Desired Settlement: I need my money back! I paid $336 in June, plus an extra $20 for insurance. I notified them a month in advance and made sure they were fully aware of my issue. They refuse to assist me.

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, included in the terms were the following:

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

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

describe.

Unfortunately, having to cancel or make changes to your travel plans due to business or contractual obligations was not listed as a name peril in the consumers insuring agreement.

My review shows that the claim was handled properly.

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.

The policy DOES cover termination & being laid off. That's the exact problem, it's not a business obligation or contract. I'm being laid off and CANNOT make the trip or I WILL be terminated. I've contacted them several times after they made a decision regarding my claim and I am getting no response. Everyone I've spoken with has been very rude and unhelpful. This is one of the worst experiences I've ever had with a business. They refuse to help and they told me before I even filed a claim, I would probably be denied. How would they know that before seeing all the documentation? It's a scam! They're trying to rip me off for $336.

Regards,

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

The consumer has re-filed the claim due to a different reason.

The new cause of loss was one that was listed in our insuring agreement and we were able to honor the claim for payment.

Sincerely,

Review: I purchase insurance for a [redacted] Hawaiian cruise on November 16-23, 2013 with Allianz Global Assistance through my cruise planner, [redacted] ([redacted]). Cruise in Hawaii was canceled with cruise planner, [redacted]. I have proof of this email. I was instructed by him to make a claim with Allianz Global Assistance. I have email documentation. Received two checks for [redacted] & [redacted] totaling $[redacted] ($[redacted] each)out of the full $[redacted] claim. I called Allianz and was told that a cover letter was also mailed separately, which I did not receive, stating that [redacted] would be send the full balance of $[redacted] ($[redacted] each). Emailed [redacted] and he replied that we would only be receiving only $[redacted] from [redacted] ($[redacted] each for Gov't taxes & [redacted] each for other fees) They claim that it was not canceled in time; however, I have email to [redacted] with his reply stating that we need to cancel this cruise. I also have full medical documentation from several doctors and emergency care providers. I purchased insurance counting on full ease of mind that if an emergency should arise, I would be covered entirely. It seems to me that these insurance companies always find excuses to capitalize off of individuals with legitimate claims. They always find excuses to keep our money even if we are careful to do everything right. Who takes advantage of people in times like this when they are already going through a tough time. I cannot believe the lack of morals & ethics of these case reviewers, who seem to do everything in their power to deny people with legitimate excuses what they are counting on receiving byspending the extra money to cover emergency situations like this. The stress from all this has been unbearable!Desired Settlement: I would like the balance of my full claim for each passenger sent promply.

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

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

The insuring agreement required that the insured cancel the trip within 72 hours of the event to qualify for the largest reimbursement possible. If the consumer notifies their suppliers later and get a smaller refund, we will not cover the difference.

According to the documentation on file, the physician advised cancelation when the consumer was in 75% penalty. Records suggest that the actual cancelation was not done until the insured’s were in 100% penalty.

Unfortunately, as the cancelation was not done within 72 hours, additional reimbursement would not be granted at this time.

Sincerely,

Manager, Regulatory Claims, USA

Review: I purchased online tickets thru [redacted] and purchased the travel insurance as well. My trip was interrupted from [redacted] to [redacted] causing me to miss connection from [redacted] to [redacted]. I had a medical procedure and was unable to complete due to interruption. On the return flight from [redacted] to [redacted] on 1/6/14 I was to depart at 9:00am my flight was changed without notification to depart at 1:30pm I had a 6 hour layover which caused me to have an anxiety attack in which my breathing was compromised due to my chronic asthma and I was not able to complete my final leg of the flight to [redacted]. I have contacted the third party travel insurance Allianz and they told me to fax copy of receipt for reimbursement. Now 18 days later from submission of claim they stated I have to contact [redacted] because that is who I purchased travel ticket from. This is frustrating for a 18 year old college student on her own.Desired Settlement: I would like the cost of my trip and insurance refunded back to me

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

According to our records, the insured called and spoke with one of our Travel Claims representatives on 1/10/2014 and was advised of the status of her claim.

As her loss did not meet the terms of the insuring agreement, we were unable to honor her claim for reimbursement.

Sincerely,

Consumer

Response:

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

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

Regards,

They are still not honoring their commitment, what else can I do.

Review: I just got back from my trip to Cancun. Had a fantastic time, but when I got there and went to pick up my rental car from [redacted], I was told that [redacted] doesn't honor the insurance I purchased through Allianz and that I would have to put a 300.00 deposit down for insurance to rent my car because I wouldn't drive with out insurance. What is the point of purchasing insurance trough your company if it is not honored by the rental car company. I finally just canceled the car and ate 300.00 that I can't get back. All because you policy isnt honored by [redacted] in Cancun, Mexico. The was no information saying that it is not valid in Cancun. You have all my info as to my itinerary when I purchase the insurance why do you offer it if it is not valid. Needless to say I will never purchase this insurance again. This is not the first time it has happened. It also happened when I went to New Orleans, LA. I am going to let everyone know not to use this service because it just is not a service. It is a Disservice and seems like a scam!Desired Settlement: For this business to make sure that the rental car companies actually honor their insurance coverage before they offer it or advertise that it is honored. This same thing happened both in the USA and in Mexico. I ended up canceling the car rental and lost over 300.00 because of it.

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

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

Sincerely,

Claims Escalation Analyst

www.allianzassistance.com

Review: I bought Allianz insurance for a trip to The Philippines. I had two medical issues and one of my suit cases was damaged.

I have medical coverage through my medical insurance AND another insurance carrier (Trip Mate) from a second airline. I requested Allianz and Trip Mate to let my medical insurance settle the medical before addressing that issues, but asked them to process the rest of the claim for trip interruption, damaged luggage, ect.

Allianz sent me a request to sign a document that they were the only insurance company and this was after I sent them a registered letter noting my medical coverage and Trip Mate insurance. They want me to commit a crime ?

After about six weeks, Allianz sent me a check for a little more $300, about10% of my claim. I telephoned Allianz and requested the adjustor's name, was told they did not have that information and I should have been mailed an explanation letter. A week later, still no explanation letter.

They are also not paying for my damaged luggage.Desired Settlement: Simply do what you advertise and pay me.

Business

Response:

Dear Ms. [redacted]:Thank you for forwarding this matter to my attention.Please have the consumer provide the correct claim or policy number so that we may address their concerns. The number provided did not bring up a claim. Sincerely,Kalinda H[redacted]Claims Escalation Analyst 9950 Mayland Drive Richmond, Virginia 23233 www.allianzassistance.com

Review: I purchased two tickets to see [redacted] at the Tennessee Theater in Knoxville, TN for Sat. Jan 23, 2016 at 8:00 pm. That afternoon and evening a snowstorm hit Knoxville and the [redacted] event was cancelled. We were travelling from Oak Forest, IL. to Key West, FL. and was not going to be in Tennessee for more than the one day. When I have tried to get a refund for these tickets, I was told by Allianz Global Assistance that they could not help because the tickets were purchased thru [redacted] and I had to take the issue up with them. When I called Ticketmaster, Stephanie told me that because I bought insurance for the tickets thru Allianz Global Assistance that they would be responsible to refund my money, Neither Allianz or [redacted] are taking responsibility for this refund and therefore I am not able to receive back my $66.85 for the tickets and $13.98 for the insurance. Please help!Desired Settlement: I want my $66.85 refunded and also the $13.98 for the insurance refunded.

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 Analyst 9950 Mayland Drive Richmond, Virginia 23233 www.allianzassistance.com

Business

Response:

Dear Ms. [redacted]:Thank you for forwarding this matter to my attention. We apologize for any frustration the consumer may have endured. According to our records, the consumer has not filed a claim at this time so there isn’t anything to adjudicate. I have looked over the insuring agreement and cancelation of the event by the venue isn’t a named peril. [redacted] would not be the venue so the consumer may want to contact the actual venue- place where the event was held- to inquire about a refund. Sincerely,Kalinda H[redacted]Claims Escalation Examiner 9950 Mayland Drive Richmond, Virginia 23233 www.allianzassistance.com

Consumer

Response:

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

I did contact the venue and they told me to contact [redacted] who the tickets were purchased through. When I contacted Ticketmaster, they told me to contact Allianz because that is who the insurance was purchased through. Now I am back to my original problem. I am just being sent in a circle that never ends. I WANT THIS TO END!

Regards,

I submitted a claim, which wasn't acknowledged for over a month. When I contacted Allianz, I received an automated reply saying I could expect a reply within 10 business days. When they eventually replied said they had sent a letter several weeks earlier. (Obviously, I hadn't received a letter like that, or I wouldn't have been emailing saying I'd heard nothing from them.)

I emailed back, asking them to re-send the letter. Again, I received a response saying they would take 10 business days to review and respond to my email. I still haven't heard anything. I've also tried checking my claim status online, but their site is out of order and I get an automated response telling me to email them.

This company is extremely slow to respond, so much so that it appears to be a stalling tactic.

I'd also add that, considering how low the coverage limits are and how few events are covered, the travel insurance this company offers is extremely overpriced.

Allianz refused to refund cost to reschedule a flight. You will jump through all the documentation hoops only to be denied. I had to change a flight after my sister's brain tumor surgery complication. It was "pre-existing condition." Her mother-in-law's death(which delayed my brother-in-law return to aid her) was not my immediate family member. Read all the fine print on this one. They make great promises and do not deliver.

This company is very insensitive to dealing with clients undergoing emergency situations in their lives. They do not follow through with information that they say they will. When you call to get in contact with them, you are given the runaround that doesn't even address your concerns/questions. They have no problem taking your money for the travel insurance but then have lots of issues when you have to use the insurance during emergencies. Their employees have ZERO customer service skills and are not able to help out. I've called 6 times and have been given this run around with 6 different customer services reps. I was told today that "This is a process and it needs time to take effect."