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: 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: 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 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: 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: 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: 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: 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 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,

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,

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."

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,

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: 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 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 purchased a travel insurance from it last Dec for my January Hawaii trip. Due to snow storm Joaner, my trip have to be cancelled. So I asked Allianz pay me loss of airflight tickets. After Allianz receiving all it asked documents, a client service called me, said, my claim was approved and take 45 day to get money back from airline companies. Then they closed my case. So I called it to give me a written document about the result. They gave me an email make my very suprise. The email said, they need more document to process the claim but they didn't specify what kind of document. The status bacame "Inactived". Finally, I independently contacted airline companies to get tickets refund.

Allianz charged me $80.24 insurance fee but didn't pay my loss.Desired Settlement: Refund $80.24

Business

Response:

Dear Ms. [redacted]:Thank you for forwarding this matter to my attention. I apologize for any frustration the claims process may have caused. The consumer’s insuring agreement provided coverage for pre-paid non-refundable expenses. Due to the nature of the cancelations, the airlines were processing refunds for the airline tickets, thus the insured was not eligible for a refund from us since the airline was refunding them within 45 days. The consumer was previously offered the option to reuse the insurance since it was outside of the 10 day satisfaction guarantee period.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.

[Provide details of why you are not satisfied with this resolution.]I buy the insurance just for in the case I cannot make or continue my trevel they may pay me loss. Due to natural disarst, I could not make trevel. According the the agreement, the insurance campony should pay me the loss, not for refund. Instead of paying me loss, they called me said they sent refund request to airline coampanies and the refund work would be processed in 45 business days. When I asked for writen documents, they send me email said, the case need more document and turned the claim into 'suspended'. They didn't tell me what kind document and who need to provide those documents. That is: they charge me money but did nothing. All refund work did by meself late. That is why I ask them give money back to me. Also, it turned out, the airline companies didn't receive or process their requests.

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: Purchased travel insurance for trip because fiancee's mother is ill. The ad states Travel With Confidence It's Ok. You're Covered.

Why Trip Protection? Get it for: Travel cancellation or interruption coverage. What they don't tell you is all the hoops you have to go through in order to have a chance of traveling with confidence. Really I will need a dr's note from her Dr? It's okay you are covered is their headline, but they don't inform you that it's not guaranteed and everything you have to go through to try to get a refund. I truly believe this is false advertisement and I will make sure I tell everyone I know what happened and warn them.Desired Settlement: I want the insurance that was suppose to make me confident in my travel

Business

Response:

Dear [redacted]:

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

Our insurance programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage. These terms were readily available in the booking path prior to purchase and also emailed to the consumer on 01/05/2014 at 9:09AM EST. We show no error in that submission. The policy also included a 10 day satisfaction guarantee period which enables consumers to look over the policy and decide if it will meet their needs. If not, a request can be made for the full refund of the premium

In order to effectively adjudicate a claim, we require a completed Physician Statement form for all medical claims to ensure that the condition is covered under the policy. The consumer may contact the Claim Department at [redacted] if he wishes to proceed with the claim process.

Sincerely,

Claims Escalation Analyst

www.allianzassistance.com

Review: Hello,

I have attempted to resolve this problem with the business for many years. They have refused, although I have continued to provide them with all evidence they have requested.

In October 2008, my daughter, a US Army Officer, and her husband were attempting to adopt children from Poland while she was stationed in Germany. When they received a call from Poland telling them they were to travel to adopt their children, they were also told that because there were three children, three adults had to travel. I bought my ticket through [redacted], and I purchased trip insurance insurance through Allianz. Before I traveled, my doctor found I had an enlarged spleen. He ordered an ultrasound which showed I had enlarged lymph nodes throughout my stomach. My doctor told me to cancel my travel plans, which I did immediately, with an explanation. My doctor then referred me to an oncologist who dianosed me with Lymphoma Leukemia. It turned out, my diastase was not aggressive and I underwent treatment a few times since then each time, putting me in remission. Later, my daughter and her husband were told to make their second trip to Poland to bring their children home in December 2008. When I tried to rebook my ticket, or receive a refund, [redacted], referred me to Allianz. Both [redacted] and Allianz have requested proof of the medical diagnosis and all documents and bank statements showing the purchase. We have provided all of these documents numerous times. However, each time, we are told that we have not submitted sufficient documentation. My Genral practitioner who first found the enlarged spleen, ordered the ultrasound, and told me not to travel and referred me to the oncologist, has since died. My oncologist also retired recently. Besides not reimbursing us the money owed, We have a problem with the principle violated but this insurance company, as they are not providing the service for which we paid. I can and will submit to you all documents in this case. Thank you very much for any assistance you mighnDesired Settlement: We would like to be refunded the cost of the airline ticket for which we purchased travel insurance.

Business

Response:

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

apologize for any frustration the claims process may have caused the consumer.The consumer insured a trip with Allianz for the dates of 12/16/2008 - 12/30/2008. Those

dates were changed on 10/06/2008, exchanged to 11/06/2008 - 12/30/2008. As the

consumer did not purchase a policy for the new trip dates or file a claim for

this change, we were not able to cover any cancelations for the trip dates of 11/06/2008

- 12/30/2008. The consumer sent in a letter from the doctor indicating that he was seen a

month after the initial date change. If the consumer is filing for the original

trip dates of 12/16/2008 - 12/30/2008, we would need a completed physician statement

form from the primary care physician who advised cancelation in October of the

insured trip. The only ticket we would be able to cover is the one that was

insured with us for travel on 12/16/2008 - 12/30/2008. Sincerely,[redacted]

Review: I purchased Allianz travel insurance along with a flight package through [redacted] (Purchased in May for an October Departure). At the time we had just learned that my wife was pregnant, but did not expect any issues (discussed with her doctor ahead of time). As the pregnancy progressed my wife had several ongoing issues (early contractions, etc.). At this point her doctor advised her against traveling past September due to the risk of her going into labor, and not being close to a NICU. I called both Allianz to ask how to proceed and they advised me to file a claim (requiring me to cancel the booking through [redacted]). We submitted the required paperwork for the claim, and had not gotten a response almost a month later. At this point I called Allianz and was told that our claim had been rejected a week and a half prior (called 10/12, told claim had been rejected on 10/3). The representative told me that Allianz would only have covered the incident if we had flown and severe issues had occurred with the baby & mother (not covered as the doctors recommendation was to prevent that from occurring, they only cover if the event actually happens). I was told by the same representative that it was acceptable and normal for a baby to be delivered on an air plane.Desired Settlement: Full delivery of services - Payout of the insurance policy matching the lost cost of airfare.

Business

Response:

[redacted]Thank you for forwarding this matter to my attention.Our insurance, like any other insurance had terms, conditions and exclusions that impact the coverage. These terms were readily available in the booking path prior to purchase and also emailed to the consumer. The insuring agreement provides coverage for complications of pregnancy. Normal pregnancy is excluded from coverage. The agreement does not provide coverage for risk of complications based on passed pregnancies. As the form on file indicates there was a history of pre-term labor without any indication of complications of the actual pregnancy itself, we are unable to honor the claim for payment. Unless we receive documentation that the current pregnancy has complications we would be unable to overturn the denial. Sincerely,[redacted]

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 have provided on more than 1 occasion proof that my wife's pregnancy is currently experiencing complications (which was the reason to cancel the trip - not to avoid complications, but to not compound them). We have send in a HIPPA release as well so that Allianz can review themselves. In discussing with them, they had no medical professionals on hand to review, they were simply looking for a specific diagnosis code. As it stands currently, my wife needs to take injections daily to prevent her from going into labor. My wife's doctor advised us that taking any type of long trip (plane or otherwise) was ill advised as it most likely would trigger an early labor scenario, which in turn would have resulted in many complications for both my wife and child. Frankly, I find it offensive that Allianz suggested (verbally to me on the phone), that I should have had my wife board the flight and go into significant preterm labor - as that would have been covered. The message I received was essentially that I should have put both my wife and baby's health at risk (and caused Allianz significant cost). Frankly, every conversation I have had with Allianz has demonstrated a high level of ignorance, and general disregard for human life. If their service only covered certain diagnostic codes, that should have been spiked out in the agreement instead of using general verbiage.

Regards,