Allianz Global Assistance

Review: I purchased a travel insurance policy through my travel agency's link to Allianz.

Due to health issues with my mother that arose prior to our departure date, we were forced to cancel the flights and the cruise we were planning.

I submitted documentation per Allianz' guidelines.

Each and every time I submit ANY documentation, Allianz took the full "up to 10 days (it should state business days, since they are a 24/7 agency to handle claims or issues that arise)

After several attempts and talking directly with representatives, they were finally satisfied I had submitted all required documentation.

I finally saw that the claim was paid. NOT for the total amount between what was filed and what reimbursements had been made.

I have requested an complete explanation and break down of the claim pay out details, yet well past their own assigned deadline of responding within 48 hours, I have yet to hear back from Allianz.

Then, for some reason, even though I bought and paid for the policy, the air fares and part of the cruise, I now see a status update showing they made the check out to my mother. (Whom does not live at my address)Desired Settlement: I would like the legitimate claims that I filed be paid. Not just a portion.

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.

The consumer’s insurance policy insures the person(s) listed on the letter of confirmation, and not the person who paid for the insurance and/or trip expenses. By law, we reimburse the insured(s), which in this case, the consumer and his mother. For this reason, two separate checks were issued in that exact manner.

Upon review of the claim, the consumer was reimbursed the actual loss of his travel expense as indicated in the claim documentation by the travel suppliers.

Sincerely,

Claims Escalation Analyst

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: On June 12, 2014 I purchased travel protection insurance (policy #[redacted]) for United airline ticket for my son, [redacted]. My son's international flight was delayed from Houston to Amsterdam. As result he missed his connecting flight in Amsterdam. When he finally arrived to destination in [redacted] his luggage was lost. A claim (#[redacted]) was filed with Allianz online and by phone for baggage delay coverage and travel/trip delay. All documents such as purchase for clothing, overnight hotel stay, paperwork from airline regarding lost luggage was submitted. A total of six documents was submitted online. Several weeks has passed and the online claim status review says "claim is under review" and "some additional information is needed to process claim." I paid for the airline ticket, travel protection insurance and additional day of accommodation for family of 5. My son's travel delayed the family trip to Italy in which we had to reserve a room for additional night using 40,000 [redacted] Honor points while we wait for the arrival of his luggage which did not show up until over 24 hours later.Desired Settlement: Allianz needs to honor the insurance claim and reimburse us for purchase of replacement clothing ($43), hotel stay (40,000 points = 475 Swiss Franc = $522.51), cost of insurance ($27) and inconvenience.

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

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

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

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 am not satisfied with the resolution because the insurer recently requested additional information to process my claim and they still have not accepted the six documentations submitted.

Regards,

Business

Response:

Dear [redacted]:

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

The consumer has been reimbursed for the baggage expense incurred due to the delay.

The claim form indicated that the hotel for one night was required due to the consumer’s luggage being delayed . As luggage delay does not trigger his Travel Delay coverage, we were not able to cover the hotel expense.

At this time I regret that we are not able 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 find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: In December I faxed a group of claims for hospital costs in Ft. Lauderdale, FLA, hotel costs, cremation cost, and baggage cost. The only response I received was a denial of the baggage claim. I have called repeatedly and the claims adjusters are unable to tell me why my other claims have not been processed. I have asked for one person to work with, I've asked for calls back to no avail. I can't get any responses.Here are the claims I am requesting - ALL INFORMATION HAS ALREADY BEEN PROVIDED TO ALLIANZ, THIS IS JUST A SUMMARYEmergency Medical claims - $1688.58 - all information was faxed, including the bill from each provider and the reimbursement information from my primary provider for each claim. Submitted with a claim form listing each item. I paid these items out of pocket.Baggage Claim - I dispute the denial of this claim - the reason given was that "it was not the fault of a commercial carrier". The commercial carrier would not take our bags because we were flying on a medical flight, therefore - it was due to the commercial carrier rules/regulations that I incurred extra costs. The expense of shipping our luggage was $310.42.Hotel costs - $500 - per policy $100/day for up to 5 days - receipt was provided.Cremation cost - I did not ask for any type of reimbursement for flight home and was told by Allianz representative that in lieu of the cost of transporting a body home, I could be reimbursed the cost of cremation - cost was $2070 - an itemized bill was provided.I don't know where to turn. At best this is horrible customer service - at worst - it is fraudulent advertising and failure to uphold the terms of your contract.Desired Settlement: 1. I would like payment, per the terms of my contract, for all covered expenses related to this claim, including expenses still being processed by my primary insurance.2. I have not been reimbursed for ANY of my out of pocket expenses that were contracted in good faith with this company.3. Customer service refuses to provide me with any explanations when contacted via phone and only one claim via mail - which was a baggage claim that was denied.

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention. We certainly apologize for [redacted] frustration and apologize for our oversight in not settling this matter sooner for her.

Yesterday, we issued the following payments:

$[redacted] for [redacted] medical expenses

$[redacted] for his trip interruption

$[redacted] for the cremation expenses

$[redacted] towards [redacted] hotel expenses. The trip interruption benefit she purchased provided a maximum benefit level of $[redacted]

We are unable to consider her baggage claim. Her baggage benefit only applied if personal property had been lost, stolen, or delayed. There was no coverage for the additional shipping costs she incurred for her baggage under her program with us.

[redacted] should receive her checks in the next 3-5 business days.

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

Sincerely,

Review: Having travel insurance with Allianz Global Assistance is like having no insurance at all. They DO NOT HONOR THEIR POLICIES. I have two claims against them. The first one involved trip cancelation coverage. We were in a car accident on the way to the airport. We sent a report from the body shop proving the car was in an accident and a sworn affidavit from the owner of the car that she was a personal witness. The Allianz people in so many words said, "You're all liars...no accident occurred and we're not responsible." The second involved medical evacuation from[redacted]. I was quarantined and even though I sent them documentation from the [redacted] government hospital that yes, indeed I was quarantined, the insurance companies’ response was, “we do not cover expenses when you’re deported." It’s not a real insurance company. They’re just greedy, unethical, thieves’ and liars in suits who rip off the public and don’t pay out unless you file a lawsuit which in and of itself is a huge hassle most people would rather forego and just write of the ten thousand or so dollars the insurance company is refusing to pay.Desired Settlement: I want them to pay out the outbound flight ($4,800) to [redacted] as well as the emergency evacuation flight out of [redacted] ($5200) for a total of $10,000.00

Business

Response:

Dear [redacted],

Thank you for bringing this matter to my attention.

Please have the consumer provide the claim number/policy number for the trip to [redacted] so that we may address the entire complaint.

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 provider of insurance has requested additional information on the claim and I accept that part and am [redacted] the pertinent information but they haven't made an offer; therefore; the matter is not yet resolved to my satisfaction

Regards,

Business

Response:

[redacted]

Thank you for bringing this matter to my attention.

Our records indicate the claim was finalized 1/07/2014.

The consumer may follow up with the Claims Department for more information regarding the claim.

Thank you,

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 am very disappointed and frustrated with how our case has been handled by the Allianz. I purchased this trip protection through a straight forward process when booking my travel. There were NO terms and conditions displayed. I planned to travel with my mother. Although having CHRONIC arthritis for the past couple of years, it never interfered with her life prior to booking our travel. However, she started experiencing significant pain and trouble walking on October 13th, about a week after we booked our tickets. I called and talked to several representatives who gave me conflicting accounts on WHO was covered. Once it was established that (according to your contract with the travel agency) both of us were covered, I was told to file the claim. I described the medical problem several times in great detail and not one person said it was not covered as a preexisting condition. Due to the complexity, representatives’ confusion and lack of clarity of the claim process, I chose to cancel the trip entirely, rather than keep and use the tickets within the year and I filed the claim. I did not hear from anyone for over 3 weeks, at which point I called and was told that it was denied due to preexisting condition. I then proceeded to submit new documentation from a different doctor with the new diagnosis. Although, my mother exhibited some symptoms for 2 years prior, they were either MISDIAGNOSED as arthritis or unrelated to the pain she experienced on October 13th. She was diagnosed with the Bilateral Severe Superficial Venous Insufficiency on October 29, 2013. This was NEVER diagnosed before and required 13 procedures (so far) to treat. She was advised not to travel at that point due to increased risk of deep vein thrombosis. I have not heard anything following the submission of new documentation and the claim status is still listed as "not approved".Desired Settlement: The desired settlement is the approval of my claim. If the health situation described above is not covered despite being clearly a medical emergency (especially since I was never advised of preexisting condition exclusion), then this travel protection plan has no value and is meant to deceive.

Business

Response:

Dear [redacted],

Thank you for bringing this matter to my attention.

The consumers claim is currently being handled by the [redacted] Department. Additional information has been requested to determine if the cause of loss is one that would be covered. The communication was sent to the consumers address on file.

If the consumer has additional questions, she may contact the Claim Department at [redacted].

Thank you,

Consumer

Response:

There has been no offer and the company's reply has not solved anything so far. All it says is that my complaint/claim is still under review. I am definitely not satisfied.

Regards,

Business

Response:

[redacted],

According to the consumers file, the Appeal Department has reached out to obtain additional documentation to finalize the Appeal.

Appeal status updates are not available online and if she wishes to follow up, she may want to contact the Claim Department at[redacted].

Thank you,

Review: I purchased Allianz Global Assistance Insurance to cover the flight of both my son and myself. My son's trip had to be cancelled. Allianz will not cover the cost, because it did not meet the criteria. Below is why I purchased - focus on "Trip Cancellation".

From their webpage:

Why Trip Protection? Get it for:

•Travel cancellation or interruption coverage •Emergency medical and dental coverage •24-hour emergency assistance anywhere in the world.

I went back to their website to confirm. There was nothing substantial other than "trip cancellation".Desired Settlement: Full purchase amount of my airfare purchase

Business

Response:

Dear [redacted],

Thank you for bringing this matter to my attention.

Our insurance, like any other insurance had terms, conditions and exclusions that impact coverage. These terms were readily available for review prior to the purchase and also emailed to the consumer along with a 10 day satisfaction guarantee period. The insuring agreement included the following language:

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, the consumer’s reason for cancelation was not listed as a named peril in his insuring agreement.

My review indicates that the proper decision was made and I regret that we are unable to issue reimbursement for the loss.

Sincerely,

[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.

I purchased travel via [redacted] - their webapage Whether you’re flying halfway across the country or halfway around the world,

Trip Insurance from Allianz Global Assistance helps you plan for the

unpredictable. If an unexpected wrench interferes with your trip, you can have

financial protection from a global leader that covered over 13 million people

last year. Benefits of Trip Insurance include:

• Up to 100% cash back

for covered trip cancellations, delays, and interruptions

• Reimbursement

for the covered purchase of personal items when baggage is delayed for longer

than 24 hours

• 24/7 hotline assistance

Let Allianz provide peace of

mind and help take the worry out of unforeseen events that can disrupt your

travel plans. Please see the Certificate of Insurance/Policy for terms,

conditions, and exclusions.

Whether you’re flying halfway across the country or halfway around the world,

Trip Insurance from Allianz Global Assistance helps you plan for the

unpredictable. If an unexpected wrench interferes with your trip, you can have

financial protection from a global leader that covered over 13 million people

last year. Benefits of Trip Insurance include:

Allianz's policy is not readily available. I was lured into the obvious insurance benefits - you have to search out the details. Bottom line it was a worthless product. I have met and discussed this on Internet pages about their unethical behaviors. Apologize and refund my ticket purchase $498 and you should do the same for the other people you have scammed into a false benefit!

Regards,

Review: I booked a flight for myself and two family members and purchased travel insurance with Allianz Global Assistance. The day after I purchased the tickets and insurance I was notified that my uncle had passed away. I called and canceled my flight and started steps to file a claim with Allianz Global Assistance. I sent in all the required documents and waited. three weeks later I received a letter stating

"Travel insurance doesn't cover everything. It's designed to protect you when there's a sudden, unexpected problem or event. Specifically excluded is any problem or event that could have reasonably been foreseen or expected when you purchased your plan. Per the documents received, the death of your family member occurred prior to the purchase of the policy."

I disagree with their finding because according to the policy they sent me when I purchased this insurance it says that the policy covers death in your family before or during your trip.

They define death as

"Death

You, a traveling companion or family member dies.

Specific requirement

A traveling companion or family member’s death must occur

before or during your trip."Desired Settlement: I am only asking that Allianz Global Assistance honor their own policy and refund my flight.

Business

Response:

Dear [redacted]:

Thank you for bringing this matter to my attention. We apologize for any frustration the claims process may have caused and offer our condolences on the passing away of the family member.

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

The consumer is correct in that the policy specifically states “You, a traveling companion or family member dies.” This policy is designed to provide coverage for deaths that occur during the insurance coverage period which result in the cancelation of the trip.

The policy excluded coverage for any event that was known or foreseeable at the time of purchase.

Our records indicate that the consumer’s policy was purchased on 02/09/2014, and according to the claim documents, the death occurred on 02/03/2014.

As the death occurred prior to the insurance purchase date, and while the insured was not covered under our policy, unfortunately, that event would be excluded from coverage. I regret that we are unable to overturn our decision at this time.

Thank you,

Claims Escalation Analyst

Allianz Global Assistance

Consumer

Response:

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

After reviewing the reply I am not satisfied from their response. I do not see anywhere where they state "The policy excluded coverage for any event that was known or foreseeable at the time of purchase" as stated in their reply. further more, The death of my uncle occurred six days before I purchased my airline tickets and travel insurance. If I had known I would not have purchased the airline tickets unfortunately I did not find out until a week after the fact. Any help or advice in resolving this matter would bee greatly appreciated. The company offers travel insurance for unforeseeable situation, but once those situations occur they say they exclude any event that were foreseeable. Thank you for you help.

Regards,

Review: I filed a claim for a change of flight fee for the amount of $200 dollars and was denied because

the date I purchased the insurance policy was one day after my mothers visit to her doctor. My mother had knee relpacement surgery on 1/16/14 and was supposed to be released from the hospital on 1/21/14. However she had to stay in the hospital until 1/24/14. I had to change my return flight to 1/25/14. The reason for her delayed stay in the hospital was due to a blood pressure issue that had to be stabalized for her release. The knee replacement surgery was not the cause for her extended stay. I was instructed by their claim agent because she had previously seen the doctor on 12/6/2013 and I did not purchase the policy until 12/7/2013 I was denied the claim. However I explained to the agent on 12/6 she went in for clearance to have the surgery and to set the date for her surgery, I could not have purchased my plane ticket before that date since we did not have the date before her visit! How can a claim be deniedbfor an illness that has nothing to do with the surgery which was performed? I would not have purchased their insurance policy had I known this information, I would also like to note, when trying to contact the claims adjuster I was placed on hold for at least 25 minutes the first time I tried calling and 15 minutes the second time! I asked the adjuster if my mother had died due to her blood pressure issue would the claim have been denied and was instructed "not necessarily" again this was not a preecisting condition.Desired Settlement: Payment of my claim!

Business

Response:

Dear [redacted]:

Thank you for bringing this matter to my attention.

Our insurance, like any other insurance, had terms, conditions and exclusions that impact coverage. Specifically excluded from coverage was any loss resulting directly or indirectly from an existing medical conditions. 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 Physician Statement form filled out by the doctor, the cause of loss was due to the surgery scheduled for a condition that was being treated during the 120 day period. The form on file does not attribute the loss to anything but the surgery itself.

Due to this reason, we are unable to overturn the denial at this time.

Thank you,

Claims Escalation Analyst

Allianz Global Assistance

Review: Allianz is a service offered by [redacted], a NY company that sells tickets for [redacted]. Upon purchasing tickets from [redacted], the buyer is prompted to purchase "Ticket Insurance" in the event that the buyer cannot attend the show the tickets were purchased for. Being it is a small fee, I purchased them in the event something occurred. The tickets were purchased as a gift for my wife's birthday and we were to attend a show on February 4, 2014. On February 3, a snow/ice storm hit the NY Metro area which affected the area on the 4th. I am a manager for a truck leasing company which had numerous employees call out due to the weather. I had to wait until early evening for employees to show up to relieve myself as well as others. Naturally due to the time, I could not attend the show due to my employment duties.. I called Allianz to file a claim with them, and was advised it needed to be filed on-line. The representative walked me through the process and even suggested to look at the sample letter I would need to supply with my claim. I found a sample letter Allianz had on their site, this letter reflected a work scenario where" an employee was required to travel out of state for business". I contacted the VP of my company and asked if he could put together a letter as proof to inform Allianz of my work priority which was required. The letter was submitted, with all the necessary information. On 3/26, I emailed them requesting a status. On 4/1 I received a letter from Allianz denying the claim, based on this paragraph: "You or your traveling companion having to cancel or interrupt your trip due to a business or contractual obligation is not covered reason within your policy. " I feel this is a company is acting in a fraudulent manner, as they represent themselves as "ticket insurance" when all they are a company full of excuses. They list different claim samples, the one most similar to my claim is rejected and both are on the same basis.Desired Settlement: I would like to be reimbursed for my total claim of $487.20 which is what I purchased this insurance for.

Business

Response:

Dear [redacted]:

Thank you for bringing this matter to my attention.

We apologize for any frustration the claims process may have caused the consumer.

We have reviewed a phone call from the consumer which took place one day prior to the event date. During that phone call the consumer advised that the cancelation was due to inclement weather. The agent advised that the policy did not list weather as covered reason and offered to send the consumer the Certificate of Insurance guide which outlined all reasons for coverage.

The email was sent and the call ended.

We do not have record of any other call on file for the cancelation of the event.

Unfortunately, having to cancel due to business obligations is excluded from coverage in the [redacted] policy.

At this time, we regret that we are unable to overturn the denial.

Thank you,

Claims Escalation Analyst

Allianz Global Assistance

Review: I enrolled in Allianz's insurance on a flight I had from Hethrow UK to Philadelphia, PA on April 18, 2014.

I cancelled my flight this month (August 2013) 8 months in advance. When I called Allianz they told me I only had 10 days to cancel? This was not told to me when I contacted to them over the phone for this insurance and never received anything in writing or any form of contract?Desired Settlement: Refund for a flight that is not going to happen.

What are they insuring?

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 had to resschedule a flight with [redacted], because of a family emergency. We PURCHASED ANOTHER FLIGHT FOR THE SAME PASSENGER, because the passenger could not be accomadated until a later date. The policy states that if the passenger cannot be accomodated, the event is covered. I was informed that it only applies to accomations in another country! Unbelieveable Clearly, if you purchase travel insurance for emergencies, you expect to be covered. Why does it matter what country? Documentation was provided.

I fell duped!!!!! That a consumer purchases "travel insurance", they expect to be covered for changes in travel. Isn't that the basic idea of insurance? In light of the fact that we purchased another flight for the same person.......this .really angers me that Allianze customer support was so cavalier in their attitude in denying my claim. I don't have 448.00 dollars to throw away.

This has wasted more time and emotion than I care to say! I feel that [redacted] and Allianz offer a false sense of security in offering "travel insurance" with the insuations that trip interruptions, cancelations are covered. I feel my money was wasted, and that the "idea" of travel insurance is falsely presented.Desired Settlement: I want a refund of 448.00. Since another flight, which cost more, was also purchased for the same passenger.

Business

Response:

Dear [redacted]:

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

In the event a family member could not accommodate the consumer, the insurance program included the following trigger of trip cancellation/interruption coverage:

Family or friends can’t accommodate you as planned

Family or friends outside the United States can’t accommodate you as

planned because someone in the household has died or been diagnosed

with a serious illness or injury.

As the family member who was to accommodate the consumer resides in the United States, and the change in plans was not the result of the passing or medical emergency of someone in the household, trip cancellation/interruption coverage was not triggered.

At this time I regret that we are not able to provide the insured 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.

AGAIN ...THERE WAS NO OFFER. IT IS VERY CLEAR THAT ALLIANZ GLOBAL IS 'STICKING TO THEIR SCRIP". PLEASE SEE THE ABOVE RESPONSE WHERE IT IS STATED THAT IF THE FAMILY MEMBER CANNOT BE ACCOMADATED, TRIP INTERRUPTION IS COVERED. THAT IS THE FIRST STATEMENT......ONLY AFTER THAT STATEMENT DO THEY 'DEFINE' THE TERMS!

BASED ON THAT.......I FEEL I, AND MOST LIKELY OTHER CONSUMERS ARE TRICKED IN TO BUYING THEIR POLICIES!!!!!!

I AM NOT SATISFIED WITH THIS RESPOND AND WILL COMMUNICATE VIA WRITTEN LETTER TO [redacted]

Regards,

Review: I purchased insurance for a live play for September 21, 2014 the play was canceled on today 09/18/14 this company is refusing to refund me my fee.

I contacted this company to notify them that I wanted a refund for the tickets I purchased which is a total of $20.97 for three tickets. The cancellation of the play was not caused by myself and not my fault they just now are notifying ticketholders of this cancellation, therefore I should be able to recoup my money seeing it was to insure my tickets for such events as this. Instead the rep was only trying to get me to keep the insurance to apply to additional insurance in the future. I don't want it, I only want a refund. It is about principle and being an honest company. I will never use them ever again.Desired Settlement: I want a full refund of the money I expended for this play in its entirety. That is all no exceptions. Period.

Business

Response:

Dear [redacted]

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

We were able to locate a policy for an event matching the consumers date.

I have looked over the policy and according to the terms, the insurance is only refundable within 10 days of the purchase. As the consumers request was outside of the 10 day period the agent was unable to refund the insurance premium.

The consumer is able to reuse the event ticket protector for any event up to 770 days from the original purchase date. Hopefully she will utilize the policy.

Sincerely,

I ordered tickets on [redacted] and clicked the button for this service on accident. Not even 2 minuets after seeing that I paid 27.96 to this company, that I have to idea who they or what they do I called and emailed asking for a refund. When I called I spoke to employee ([redacted]) and explained I need a refund and he requested the policy number. I explained I do not have a policy number , but I can see the charge on my bank account. [redacted] said he can not help me and I should get an email with the policy number in 20 minuets. I then explained if I can see a charge on my account then he should be able to see that its paid and get someone to help refund me. He tried looking up my account and was EXTREMELY rude and taking deep breaths as if it was a problem. I asked to speak to a supervisor and he said, " they are just going to tell you the same thing". He then came back to the phone and said his supervisors are on a more important call. I then asked what his supervisors name is, and he said there are a lot of supervisors. I then asked for his direct supervisors name , which he gave with an attitude. I would NEVER deal with a company that has such rude customer service!!!!!!!!!!!!!!!!!!

Review: My father purchased a travel insurance policy with Allianz Global in 2012 for a cruise in July 2013 for himself and my Mother. My Father passed away in a drowning accident approximately one month before the trip was to have taken place. My Mother and the rest of us were undecided about going - it was only a month away - ultimately, we felt we should go since my Dad had planned it for us - so we notified the cruise and trip insurance company of our decision around the first week in July - and filed a claim to get a refund for my Father's portion. The cruise line was sympathetic - as was the airline - but Allianz proceeded to tell us they were basing the estimate on the date of my dad's death rather than the actual date we cancelled - something that is not clear in the policy as far as I can tell. What if we had decided to have someone else go in his place (for awhile my Mom's sister thought about going with her) - the change would have been made and they probably would not have had a problem with that - when I first called the representative acted sympathetic and assured me we would not have a problem - but when it actually came to sending in the forms, everything changed.

I first used [redacted] on the advice of a [redacted] travel agent many years ago and was happy with the service - I will NEVER use Allianz again and I will make sute to tell anyone I know not to use them either - I write reviews on [redacted] and other sites and will be sure to spread the word of their unreliability and insincerity in providing a service travelers need to feel certain of.Desired Settlement: I think Allianz - not the cruise line - should refund my Father's portion of the cruise fare.

Business

Response:

Dear [redacted]:

Thank you for bringing this matter to my attention. We offer our sincerest condolences to the consumer on the loss of their family member.Our insurance, like any other insurance had terms, conditions and exclusions that impact coverage. Specifically included in those terms were the following:

For all of the covered reasons outlined below, You must

notify the appropriate travel supplier(s) of Your

cancellation or interruption within 72 hours of the

occurrence, unless the condition prevents it, then as soon

as reasonably possible. Otherwise the right to

compensation will lapse.

You have a duty to make all reasonable efforts to minimize

losses from any insured benefit or Covered Service.

According to the documentation on file, the loss occurred at a time in which the consumer was in 50% penalty with the cruise line.

The insuring agreement requires that the cancelation be done within 72 hours of the event; otherwise the right to compensate will lapse. We have however made the decision to consider the consumers claim.

We are processing reimbursement for the penalty amount that would have been assessed at the time the loss occurred.

Thank you,

Review: I bought travel insurance to insure against emergency situations. My Dad passed away and as a result, I had to cancel my trip due to his death. I submitted aclaim under # [redacted] and it was denied based on "any mental or nervous health disorder, like anxiety, depression, neurosis, psychosis and others, or any related physical complications from it. My Dad was 90 years old and had dementia. He died of natural causes. The day of my trip, I noticed that he started to have trouble breathing and he subsequently passed. The reason for my cancellation was due to my Dad's death and not due to the fact that he had dementia or a physical complication related to it. He passed away.The policy clearly states that it covers death in the immediate family, and does not qualify it in any way.This claim is valid and covered under your policy. The person in customer service was extremely unhelpful. Please abide by your end of the contract and cover my Dad's death. My trip was canceled due to my father's DEATH. I called customer service to no avail. I can'tbelieve that this company would categorize my Dad's death as something other than what it is. If you do not cover deaths of immediate family members if they have dementia, then you should clearly write that exception down and not cause additional stress togrieving families.Desired Settlement: I would like to be compensated for my airplane fare as promised by the travel insurance due to the death of my beloved father.

Review: On September 23rd, 2014 I purchased a hotel stay for December 18th, 2014 thru December 21st, 2014. This stay was with my travel companion who was going to be on leave from a deployment with the[redacted]. I knew the possibility of changes to the dates; therefore, I bought insurance coverage through Allianz. To get my refund, I was required to provide documentation of why I had to cancel. I provided my documentation which included official order changes from the [redacted] and the dates it changed to. Allianz has not refunded my money and refuses to do anything to help with the situation. I have contacted them and reached no one willing to process my refund appropriately. The company has scammed me from my money and I need assistance in getting them to follow the guidelines of my contract.Desired Settlement: To receive my refund of $340.67 covered by the insurance coverage I purchased for a hotel stay.

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 records indicate you sent in documentation to the Appeal Department for review and we have determined the loss is covered by the policy. At this time, the claim has been resolved. 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 find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: On July 10th, I rented a car from [redacted] for July 11-15. I rented through [redacted]. Either [redacted] or [redacted] made me purchase the insurance through Alliance Global Assistance in order to reserve the car. However, when I went to pick up the car, [redacted] would not rent me the car because I had not arrived on a plane (I live locally) so, I went to [redacted] and rented a car from them. I called Alliance to cancel the insurance, but they said because it was the day coverage was to start I could not cancel it; however, I could just send in the documentation from the other rental company showing insurance was bought and that would cancel the claim. I have called Alliance twice, sent them my insurance policy through the [redacted] and they insist that this was extra insurance. I do not believe I should have to pay for an insurance bought through a company that would not rent to me. When I called, they did not tell me, not to buy additional insurance and that they could cover me, if they had said that I would have kept Alliance's insurance and not bought from the other company. I believe that their advertising was criminal and that their refusal to offer me a refund of $45 is also criminal.Desired Settlement: I refund to my credit card for $45 for the service that was not used.

Business

Response:

Dear [redacted]:

I am sorry for the confusion regarding refunding [redacted] premium... I have arranged to have the premium refunded and it should appear on his credit card statement within his next billing cycle.

Sincerely,

[redacted], Manager, Regulatory Claims, USA

Review: I purchased Allianz Travel Insurance to cover my flight plan. On the day of travel I became ill and notified the insurance company. I was told to provide a note from my doctor. My doctor was unable to see me and so I had to go to the emergency. I provided Allianz Insurance the note from the Emergency room doctor but they are asking to disclose very private health information which was not covered in their policy statement. Allianz Insurance misrepresents their services and does not disclose every details that the member has to go through to complete the process. I believe a physician note should be sufficient or they should fully disclose the entire process and all requirements in the policy. The consumers should be fully aware of all the details. The terms said it would cover me for illness. Clearly this was misrepresented. I am sure I am not the only victim of this Insurance company.Desired Settlement: I would like my refund to purchase another flight

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.

Due to this, when a claim is filed for a medical reason, we require a Physician Statement form be completed. This document is included in all claim forms sent for medical reasons.

We have listened to the phone call in which the consumer made to file the loss.

The consumer was advised that she will be emailed claim forms, which would include one the doctor will have to fill out.

At this time, we are unable to process the claim without the form. The form is needed to be sure that we are able to cover the medical reason.

Sincerely,

9950 Mayland Drive

Richmond, Virginia 23233

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 believe your business practice mislead consumers it should be very clear to the consumers that before they purchase the insurance that they would require a doctor's note that revealed their diagnosis. This was not clear before I purchased the insurance. I was told that I would be covered if I got sick. Therefore you company is misleading and deceptive.

Regards,

Review: I was involved in a motor vehicle accident on I-94 on 3/22/2013 getting hit by a Semi tractor/trailer totaling my vehicle. I went on to find out in early April that I had a concussion and in late through late April - June after four MRIs that I had sustained 11 bulging disc accompanied by bone & nerve damage to my hip as well. I filed a claim in early August when after having my car totaled and all of my funds tied up in legal matters due to the accident and delayed workers compensation settlement that I wasn't going to have a vehicle to get me from [redacted] to [redacted] and even if I did I spent almost four months in bed due to back, neck, & hip pain that would make it severely difficult to make the trip in any case. I emailed over a dozen pages of relevant data concerning the accident & treatment that I have been receiving since the accident and they claimed that it was insufficient in order to honor their claim and it was pretty much case closed with no recourse to persuade them to honor the point of the insurance. I can still barely sit or stand for more than a few hours at a time, I'm still not back to work and even having gone through six months of therapy with more on the way none of this was sufficient for them to honor their end of the deal. I'm out of work due to restrictions from driving as I commute from the [redacted] metro area to clients in the [redacted] metro area. Given this I don't see how a trip to [redacted] is in any way in possible. I purchased this insurance given the distance to the concert and thought it a wise investment. Not so wise after all. My transportation to the show was totaled, which is a coverable occurrence under their policy as well as all the medical issues resulting from the accident that have getting progressively worse ever since.Desired Settlement: I'm seeking a full refund of $503.95, the cost with the insurance and taxes, etc. Basically what I paid for the two tickets in total for the show that I wasn't able to attend due to the reasons stated above. I find it a dirty way to do business to sell insurance and then to not honor their end of the agreement at the cost of my misfortune. I would recommend never buying any type of concert insurance as they did virtually nothing to remedy the situation.

Business

Response:

Dear[redacted]:

Thank you for forwarding this matter to my attention.

Our insurance programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage. The consumers insuring agreement provided coverage for unforeseen injuries.

We are not able to process the consumers claim until we receive proof of payment for the event cost and the actual event tickets.

Once we receive the above requested documents we can complete our review.

Sincerely,

Review: I purchased an insurance from Allianz on 25 Sep 2013 for our flight to [redacted] scheduled for 6-9 Dec 2013. The purpose of our flight to Dallas was to celebrate my daughter's 1st bday. However, there was an ice storm in [redacted] that interrupted our flight. On 6 Dec, my husband and I had to take a vacation leave from work to fly out of [redacted]. Our flight was cancelled that day and was automatically rebooked for 7 Dec. On 7 Dec, the connecting flight to Dallas was looking good. Hence, we were able to fly from [redacted], ND to Minneapolis. As soon as we landed, I checked on the connecting flight to Dallas but it was not in the screen. When I inquired from [redacted], we were told all flights to [redacted] were cancelled that day. We were rebooked again for the next day (8 Dec) but the flight was going to Atlanta then [redacted]. The next day was 08 Dec and that was supposedly my daughter's party. We decided to cancel the party as we wouldn't make it if we flew on the 8th and we had no guarantee that [redacted] airport would be then functional. We tried to go back to [redacted] that day (7th) but flights were booked. We had no choice but to stay in a hotel overnight, spent more money in hotel and foods. If we knew ahead of time that [redacted] connecting flight would be cancelled again, we would have not flown to Minneapolis. Our purpose was to have a party for our daughter in Dallas and not to spend out of budget money at Minneapolis but we had no choice as we were stranded and flight to [redacted] was cancelled again right after we got to Minneapolis.

I called the insurance company and talked to an agent and I was provided guidance for claims. I was told that due to the flight interruption that I would be reimbursed for the flight cost as well as accidental expenses. I sent the claim with all receipts and supporting documents on 12 Dec 2013. I never heard from the insurance company until I called them on 20 Jan 2014. I was told by claim agent named [redacted] that 3 checks were cut for me, my husband and daughter and each amounting to $81+. I was shocked as it looked like they only paid the premium. I explained what happened to [redacted] and she promised to review and get back with me the next day. I missed [redacted] call the next day so I called the insurance again on 23 or 24 Jan 2014. I talked to another claim agent and she told me that [redacted] reviewed the claim and we are getting reimbursed for a total of $[redacted]. I told her that it's not even enough for how much I paid for the tickets. My total claims was $1180.20. That was for the following: $767.20 for tickets; $65.14 for insurance; $50.00 Baggage (we would NOT be paying this if we knew flight to [redacted] was cancelled, why would we travel to Minneapolis for?); $9.00 for seat as we had to request to be seated together because we had a baby on lap; $78.36 for hotel in Minneapolis; $160 for taxi - back and forth for 2 days; $50 for our meal when we got stranded.

Nobody wanted this to happen. We were thankful we bought insurance but Allianz shortchanged us. The 2nd agent I talked to told me that we are not being refunded for full cost of ticket because we used part of it. Have we known that [redacted] connecting flight would be cancelled, we would have not flown to Minneapolis. This event not only caused us too much money by cancelling the birthday party but also emotional distressed. For the insurance not to pay what is due to us is unacceptable. We were not asking for anything we didn't incur nor deserve.Desired Settlement: We would like to get refunded for the total cost of our flight tickets and all accidental expenses due to travel interruptions beyond our control for a total of $1180.20.

Business

Response:

Dear [redacted],

Thank you for bringing this matter to my attention.

Please have the consumer provide a claim number so that we may better assist them.

Thank you,

Claims Escalation Analyst

Allianz Global Assistance

Consumer

Response:

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