Allianz Global Assistance

Review: while planning a trip to [redacted] , 3 adults and 1 teenager through [redacted] which included airfare, car rental and the hotel . we decide to purchase trip ins. in case of bad weather. we were leaving [redacted] on feb. 13 2014 6:05 am and arriving [redacted]. 12:30 pm . On feb. 12th I returned home from work at 3p and on my answering machine was a message from[redacted] that our flights were cancelled . we drove to [redacted] airport and talked to [redacted] and they explained that due to travel all airline were grounded and the soonest we could get a flight was that following monday ( feb . 17th ) . I then called [redacted] and they explained there was nothing they could do as far as any of our travel reservations and they would have to refund .I then called Allianz Global assistance and they advised us to send all paper work showing that our airline was cancelled and the proof that we could not get an air flight out for 24 hours or more , I called [redacted] and [redacted] , which they both sent me the information . I faxed it all to Allianz on feb 23rd. On march 27th , I received a denial letter . On march 31st I called them and spoke to [redacted] a [redacted] , she explained that the claim was denied due to all airlines NOT being grounded for more than 24 hours. I in turn explained that if flights were full for the following days travel than we could not get on any .I really do not even know how long the flights were grounded because they were flying in other states. I do not think this really makes any sense because there will allways be a plane in the air some where so why have insurane . Thnak _you [redacted]Desired Settlement: we were insured for $1000.00 each person for flight cancel and no other flight out until 4 days later. we were also covered for travel delay and trip interruption ... none of these were talked about .

Business

Response:

Dear [redacted]:

Thank you for bringing this matter to my attention to my attention.

Our insurance, like any other insurance had terms, conditions and exclusions that impact coverage. Specifically included in those terms were the following:

Strikes, natural disasters, bad weather or FAA mandated
shutdown resulting in the complete cessation of services
by the airline, the tour operator or the cruise line for at
least 24 consecutive hours.

According to flight information, the consumer’s airline did not cease all services on the consumer’s route for 24 hours thus we were not able to provide coverage under the Trip Cancelation/Trip Interruption benefit.

The [redacted] is currently reviewing expenses incurred on 02/13/14 as the consumer was still in route to the destination at that point and was able to reach the destination on 2/14/14 which equals a one day delay.

If the consumer wishes to follow up, they may contact our Claim Department at [redacted].

Thank you,

[redacted]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.

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

Regards,

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: I purchased insurance for a trip to NY on May 30,2014. ... I purchased the insurance then I started getting ACUTE lower back pains because I tripped and fell. PRIOR to that I had been going for my recovery from a HIP REPLACEMENT 5/2013.

I went to ORTHEPEDIC SURGEON and he said I needed an IMMEDIATE REVISION TO THE OTHER SIDE THAT HAD BEEN DONE 15 YEARS AGO.

Therefore... this was NOT PRE EXSISTING CONDITION. I had NO IDEA that this could happen. My walking was difficult... I HAD TO CANCEL MY TRIP!!!!

Now they will not get my 1500.00 back... Shame on themDesired Settlement: I want them to [redacted] OVERNITE TODAY MY FUNDS>

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 records indicate that consumer sent in documentation to the Appeal Department for review and sent in records to indicate that the condition was a covered loss. At this time, the claim has been resolved.

Sincerely,

Review: I booked an [redacted] in July 2013 with a departure of Jun 23, 2014. In April, my brother's cancer returned and I cancelled my trip to take him to chemo and radiation treatments. I paid the following: [redacted] $5484.00; trip cancellation $454.72; Taxes and fees $205.24 totaling: $6343.96. I recovered 5207.16 and am requesting $1136.80. Allianz states that my brother's condition was pre-existing and I am not due a refund. It was pre-existing but he was in remission. I purchased trip cancellation is exactly for any unexpected incident that would prevent me from going on the trip. My brother was admitted to hospice care this week.Desired Settlement: Refund check in the amount of $1136.80.

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

1. Any injury occurring to You, a Traveling Companion or a

Family Member prior to and including the effective date of

Your insurance; and

2. Any illness occurring to You, a Traveling Companion, or a

Family Member during the 60 days prior to and including

the effective date of Your insurance for which: a) medical

diagnosis or treatment by a Physician has been sought or

advised or for which symptoms exist which would cause a

prudent person to seek diagnosis, care or treatment; or b)

require taking prescribed drugs or medicine unless the

illness remains controlled without any change in the

required prescription.

According to the medical documentation on file, the condition that caused the consumer’s loss was excluded from coverage as the condition was symptomatic during the 60 day exclusionary period.

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

Sincerely,

Consumer

Response:

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

The entire reason for purchasing travel insurance is for the 'unplanned event'. Yes, my brother had cancer and was in treatment, but his condition worsened during the time I was scheduled to take my trip. Although it matters little to Allianz Global because they received their money and don't care as long as they don't have to pay any money out. My brother was buried yesterday and I did my part.

Thank you for your assistance.

Regards,

Review: I NEVER RECEIVED A CAR RENTAL FROM [redacted] CAR RENTAL, SO THEREFORE I NEVER USED THEIR POLICY. I WANT MY MONEY BACK AND I HAVE ALREADY PROVED THAT I NEVER RECEIVED THE CAR RENTAL. I HAVE IT DOCUMENTED TWICE.Desired Settlement: I WANT EVERY DIME OF MY MONEY BACK....ASAP

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 have located the consumer’s policy and documentation that was sent in for review.

The document is a screenshot of the consumer’s information from the rental agency but it did not state that the consumer was denied or did not rent the vehicle.

In order to process the request, the consumer would need to send in supporting documentation to the Customer Service department in order to have the policy canceled. This may be an email from the rental agency or a letter on [redacted] company letterhead.

If the consumer has any additional questions he may contact the Customer Service department at[redacted] or via telephone at [redacted].

Sincerely,

Claims Escalation Analyst

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, because I KNOW THAT WITH TODAYS TECHNOLOGY ALL ALLIANZ HAS TO DO IS SEND AN EMAIL TO [redacted] OR SIMPLY PICK UP THE PHONE TO VERIFY THAT I NEVER RECEIVED THE RENTAL CAR. BUT THEY WANT TO INCONVENIENCE ME.

IF I GET A LETTER FROM [redacted] ON [redacted] LETTERHEAD PROVING THAT I NEVER RECEIVED A CAR, THEN I SHOULD RECEIVE AN ADDITIIONAL $10 TO RECUP FROM USING MY GAS TO GET MY REFUND...

Regards,

Review: Dear Revdex.com,I purchased the Allianz Global Assistance trip protection coverage for $29 and some odd change on February 28, 2015 to cover a trip to [redacted]. I purchased the ticket online for $490.20 from Delta airlines and planned to travel on March 9, 2015. I was traveling to Valdosta, Georgia to attend the trial of [redacted], the man who killed my sister in a car accident on May 10, 2013. The defendant pleaded guilty to vehicular homicide and reckless driving Friday, March 6 which caused the trial scheduled for March 9, 2015 to be canceled.I contacted Global Allianz on March 6, 2015 and informed them of my dilemma and had them send me the paper work to apply for my refund. I submitted all paper work March 9, including a letter from the DA's office in [redacted] my bank statement showing the trip purchase and information from [redacted] showing the canceled ticket. I was sent an email stating that they would review my paper work and let me know in 10 days if my claim would be accepted or denied. I contacted the company today, March 24, 2015 and was informed that my claim was denied because I was not ordered to appear in court.Why would I not plan to attend the trial of the person who killed my only sister? Whether it was a court ordered appearance or not, Allianz Global Trip protection should honor my claim. The insurance was purchased in good faith and the company should honor my request.I believe that this is unjust and unfair business practices since none of this was up front in writing when I clicked on to purchase the trip protection coverage. I would not have even bothered to pay for the coverage if they were not going to honor it.I am contacting you to aid me in receiving a refund of $490.20 from Allianz Global Assistance Trip Protection based in Richmond, Virginia.Desired Settlement: I would appreciate a full refund of $490.20 for the airfare ticket I purchased.

Business

Response:

[redacted] Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the consumer. Our insurance programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage. These terms were readily available in the booking path prior to purchase and also emailed to the consumer We show no error in that submission. The policy also included a 10 day satisfaction guarantee period which enables consumers to look over the policy and decide if it will meet their needs. If not, a request can be made for the full refund of the premium. Upon review of all of the named perils that are listed in the consumers insuring agreement, unfortunately, the cancellation of a court case was not included amongst the reasons for Trip Cancelation coverage. I regret that we are unable to provide the consumer with a more favorable response. Sincerely, [redacted]

Review: I looked at my credit card transactions online at about 11:00 pm tonight. I see that there is a charge of $27.96 transaction date yesterday 9/20/15 and posted date today 9/21/15.

The description of the transaction is "Event Ticket Insurance". I did not make this transaction /purchase for insurance.

I called 3 service agents today at the number of the company [redacted] and they said the transaction was not made. One agent asked me for my entire credit card number and I did not give it to him because I didn't trust him.

It appears this company has taken my money without my consent.Desired Settlement: $27.96 back to my credit card or paid to me via check ASAP

Business

Response:

Dear Ms. [redacted],Thank you for forwarding this matter to my attention. Our insurance offered on all event ticket websites are offered as opt in, which means the insurance has to be selected by the consumer in order for there to be a charge. I have searched by the consumers name and was not able to locate a policy which is why the agent asked for the credit card number. If the tickets were purchased in someone elses name, the consumer may provide that information to the Customer Service Department in order to request a cancelation of the insurance. The consumer may also dispute the charge with the credit card company. If the consumer has any other questions she may contact the number on her credit card statement. Thank you,[redacted]

Consumer

Response:

Hello,I read the response from [redacted] (Claim Escalation Examiner/Allianz Global).This company employs deceptive tactics by charging consumers of event ticket hidden insurance fees. When I called each of the three customer service reps at Allianz Global they asked me for my "insurance policy number"My credit card was charged for insurance 9/21/15, I NEVER received a policy purchase notification or receipt of such a purchase. The only way I knew I had been charged was by examining recent activity on my credit card. I am concerned that other event ticket consumers without their knowledge will be charged Allianz Global fees. Thank you,[redacted]

I have reviewed the offer and/or response made by the business in reference to complaint ID 10825846, 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,

Stefani Largent

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,

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 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,

in my opinion this is fraud , you will not collect a penny, you will talk to an [redacted] and another one and another one

be on hold for ever , just to hear that you are out of luck and the premium you

paid are not covering your particular case...

Review: I purchased a airfare ticket from [redacted] for my wife to go to San Diego Ca. leaving 6-6-13 to 6-10-13 I went thru an agent he asked if I wanted to get a travel insurance for cancellation ect. I agreed and proceeded then a few day before departure, her blood sugar levels drop to danger levels 6-3-13 ,I called to cancel her flight since she was traveling by her self and had a lay over in Salt Lake City for 2 1/2 hours,brought me to the conclusion not to let her fly, due to safety and health reasons. Dealing with Allianz has been terrible!! We had to go to the Dr. office two times to fill paperwork out The Dr. office clearly stated, "patients blood sugar level were too low and she was unable to fly."I talked to the [redacted] on 7-12-13 and was told that this was a pre existing condition. I was out ragged they did not mind sending someone with low blood sugar on a trip. This is a insurance company that is going out of their way not give what their product are. Everyone has some sort of pre-exsiting condition and do not know when ill will come. This company should not be in business if it is to not give what people pay for!

Product_Or_Service: Travel insurance

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Change practice full discloser from [redacted] and stop this practice.

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

As with any type of insurance, our products have terms, conditions and limitations that impacted the coverage you purchased. They are not “all risk” in nature, and not every unforeseen situation was one which would have triggered trip cancellation coverage.

In particular, our insured’s program excluded coverage for any claim arising directly or indirectly from an existing medical condition. We defined existing medical conditions as any condition that a person would have been treated for, or would have exhibited symptoms of, in the 120 days prior to and including the date the insurance was purchased; May 31, 2013.

According to the information in her claim file, she was treating in the exclusionary period for the condition which led to the cancellation of her travel plans. Accordingly, we declined to provide coverage for her claim.

Sincerely,

Review: Allianz advertises travel insurance; however they refuses to honor a claim. I paid for insurance and when I filed the claim, they rejected it. After a second request they changed the reason why they could not honor it. I see it as false advertising because this is not the first time and they refuses to pay for legitimate claimsDesired Settlement: I want them to honor the claim or refund my payment.

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

Our insurance programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage. In particular, included in the terms were the following:

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

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

describe.

The insuring agreement also included several general program exclusions.

Review of the claim indicates that while the cause of loss was listed as a named peril, the consumer failed to meet a time requirement as required by the terms of the insuring agreement and the condition also fell under one of the general program exclusions.

The consumer filed an appeal and the decision was upheld.

My review of the claim does show that the claim was handled properly.

Sincerely,

Review: I have still not received the full value of my trip policy and I am demanding an arbitration hearing to pursue the remaining balance of my trip to [redacted] via [redacted]. The final monies owed to me is a total of $[redacted].This complaint has been reviewed by [redacted] of New Jersey, Banking and Insurance Commission of New Jersey, New Jersey Attorney General, and the Attorney General of Virginia. Allianz Global Assistance did not respond to the [redacted] request for mutual filing.Desired Settlement: Allianz did not respond to the request from the [redacted] for a desk or telephone hearing to hear the case filing # [redacted] for the OWED balance of $3,330.42.

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

According to our records a settlement was reached with the consumer and the Department of Insurance.

As we have already reimbursed the consumer the amount of the settlement, we did not agree to arbitrate the matter as the settlement resulted in the closure of the claim.

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 received a partial payment as stated in my original complaint, but upon receipt of the payment, I did not sign or waive my rights to arbitrate as stated in their contracts to the public. I have policies from other claims of their position to arbitrate complaints and I want to arbitrate for the remainder of the insurance claim.

Regards,

Review: I have twice used Allianz Global to insure travel related expenses. Several years ago they refused to pay for a Dr.'s services on a cruise ship that were specifically covered by the policy. This time they refuse to pay my claim in refunding show tickets that were not used because travel was canceled. Claim [redacted]. My rejection letter was in reference to accommodations being lost not being a covered reason for trip cancelation, when in fact, the entire trip was cancelled. My frustration is that when their services are marketed in [redacted] and other places, they specifically say "Trip Cancellation" as a covered reason to get the tickets insured. The reasons for cancellation are buried within their policies and difficult to understand. I find their advertising misleading, and their products disingenuous. Twice I have used them and twice I have been read a script on the phone and tried to be brushed aside by both claims adjusters and supervisors. I feel their advertising is misleading, their policies intentionally difficult to understand, and their claims services disingenuous. They cover, according to their web advertisement on [redacted] 'bad traffic' but don't cover trip cancellation.Desired Settlement: I would love a refund of the tickets that I covered with them. They won't do it. But I wanted to complain about their misleading advertising, rude customer service, and tedious paperwork both in the policies itself, and in filing a claim. This is a very shoddy business that people need to know not to trust.

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. 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.

Upon review of all of the named perils that are listed in the consumers insuring agreement, unfortunately, cancelation of event due to the host family unable to host the trip was not listed as a named peril in the insuring agreement.

I regret that we are unable to provide the consumer with a more favorable response.

Sincerely,

Claims Escalation Analyst

www.allianzassistance.com

Consumer

Response:

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

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

Regards,

Consumer

Response:

I purchased this policy for trip cancellation. The trip was cancelled. They refuse to honor the policy, when their advertising does not go in to cancellation reasons. I should have just said I got stuck in traffic, then they would have paid. But because I said that the host family called off the trip, they said the trip should still have happened. Why? We decided to cancel it. Cancelled trip = coverage.

This is the second time I have used this company and I never will again. They never pay claims. They are also condescending and rude when you deal with them.

Review: Allianz Global Assistance denied my claim after I provided pages of documentation. Their "insurance" is a total scam. Don't waste your time and money

My policy number [redacted] for "Hotel Protection"

My trip was cancelled. "Protect your investment in the event of cancellation" loomed over the purchase button. I purchased in good faith. I sent in all required documentation and was told the my medical reason was not covered. I read the complete policy documentation and no where in my information does it say anything about excluding certain illnesses.

This company does hot intend to pay out any money, if you purchase this insurance you may as well light your money on fire instead.Desired Settlement: Honor my claim for the hotel payment like you promised.

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 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.

Upon review of the consumers insuring agreement, unfortunately, the cause of loss was listed as a general program exclusion thus we were unable to honor the consumers claim.

I regret that we are unable to provide the consumer with a more favorable response.

Sincerely,

Consumer

Response:

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

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

Regards,

No where in my information does it list this exclusion. This company had no intention of honoring any claims, they are just in it to collect money

Review: I purchased[redacted] insurance from Allianz Global prior to my trip from[redacted] to [redacted] (traveling with my 3 children). Unfortunately, the airline cracked my stroller. I immediately, went to the airline desk and they said tha they do not cover liability for broken strollers. However, they can provide a courtesy letter that shows that they viewd the damage etc for my [redacted] insurance. I immediately called Allianz and they told me to file the claim online and send in the required documents which I did. They said that it would take 10 days to process . It is passed 10 days and I am stuck with no stroller and did not hear back from Allianz. My entire vacation with my children was ruined because I did not have a usable stroller.Desired Settlement: Although, much of my vacation was ruined by the delay of the stroller compensation. I expect at least as the desired outcome for the compensation to purchase a new stroller as soon as possible. As I purchased[redacted] insurance to cover me on the trip.

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 records indicate that consumer sent in documentation to the Claim Department for review and the event was a covered loss. At this time, the claim has been resolved as of 10/22, the same date as the complaint.

Sincerely,

Claims Escalation Analyst

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.

Although the issue was resolved on 10/22 I filed the claim on 10/1 and was told that it takes 10 days to process. After calling multiple times, and finally filing complaint with Revdex.com, I got through to a supervisor who processed the claim (10/22). It would be false to say that claim was brought up AND resolved on 10/22 as I have tried to solve it before with no success. Although my compensation was taken care of. It would be false to agree to "offer" that the issue was raised and resolved on 10/22. That would be a lie on the company's part.

Regards,

Review: On 9/23/2014 I purchased tickets to an [redacted] game online. Immediately I received an email from Allianz offering ticket protection. I lost the tickets. Allianz refused to reimburse me because on page 4 of their agreement item 17 lists lost or stolen tickets as an exclusion. On a PC this item appears on the next page in the same column as the covered items. The exclusions are not highlighted on the covering email. Although Allianz is technically correct I refusing to pay, this constitutes a deceptive, non-transparent business practice.Desired Settlement: Allianz refund, Revdex.com post complaint, Allianz revise the covering email and the brochure to highlight that there are exclusions, list and highlight some of the common ones such as lost or stolen tickets.

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 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 you. 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 ifit will meet their needs. If not, a request can be made for the full refund of the premium. Unfortunately, the cause of loss was listed as a general program exclusion thus we are unable to honor your claim. I regret that we are unable to provide you with a more favorable response. 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.

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

Regards,

I am not satisfied with the resolution. I asked the company to rewrite their policy to clarify it as well as reimburse me. They did neither.

Review: Since 5/12/15 when I canceled (4) insurance claims that I did not order I have been waiting for a refund. I received (1) refund the next day for $4.99 the other (3) cancelations were NEVER refunded. I have called a total of 4 times and have not only been given the run around, told my bank could take up to 30 days for refund but every time I was transferred to the "financial dept" I was hung up on-twice. I finally got the name of the manager/supervisor named "Tony" ext 20184 and he gave me all (4) reference id numbers. I called my financial institution ([redacted]) they not only searched the database with no luck but also stated they would NEVER deny a refund/credit if the account is open. My bank gave me the courtesy of refunding the $14.97-$4.99 x 3 claims. I then tried to call "[redacted]" back with the ext he gave me and they tell me there are NO ext at this number-sketchy company!! I was unable to put the ref# in this form because it thought I was putting a SS number-I have the reference and claim numbers if you need them. I know I received the small credit from my bank but it is the principal of getting my money back from this company. I have spent WAY too much time and effort on this but don't want someone else to get the run around from this scam of a company!!Desired Settlement: $14.97 from (3) canceled insurance policies that were $4.99 each and never ordered!

Business

Response:

[redacted] Thank you for forwarding this matter to my attention. According to our records, the consumer’s policy was canceled and the credit card was refunded for the full cost of all four policies. As the consumer has indicated that the bank has refunded the charges, they may request that the bank investigate the charges from their end to be sure that the funds transferred correctly. 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.Please find the attached copy of my credit card expenses from the date the travel insurance was purchased (5/13/15) (4) policies of $4.99 each. The SAME day the insurance was canceled since I DID NOT want it and as you can see only 1 credit of $4.99 was credited to my account. I even enclosed the FULL month of my credit card transactions so that you could see they DID NOT credit the remaining 3 policies of $4.99 each. My bank [redacted] would NEVER deny a credit on my open active account. This has NOTHING to do with my bank and wait to hear from someone to rectify this situation!!

Regards,

Review: On 2/4 I purchased international airline tickets through Delta Airlines and agreed to the purchase of travel insurance through Allianz. I was charged $ 241.47 on that day, as expected. On 2/11, I received an email stating my insurance policy was not issued as my credit card was declined. Upon calling I was told they never charged me on 2/4 and had tried to do so on 2/11 and the purchase was declined. I have bank records that show the transaction on 2/4 was completed for 241.47. The phone rep was rude, told me I couldn't afford their services and hung up on me. Later 2/11, I filed an online inquiry requesting someone call me to discuss further. On 2/12 I received a call, explained my situation and was told I would have to email. I was told doing so would get a response within 48 hours / 2 business days. I did so and have still not heard back from anyone, a week later. I further followed up with the same email address and even emailed the CEO Michael [redacted] on Wednesday 2/17/2016 and have still not received a response. As of the last attempted contact I have informed Allianz I no longer wish to have insurance through them as I don't feel I can trust their ability to provide the agreed upon service. At time point, I just want my account corrected of the $ 241.47 they charged me on 2/4/2016. Problem being, based on what the rep told me on 2/11, they can't issue a credit since they have no record of my payment. I have confirmed with my bank this transaction was successful and Allianz received my funds as expected on 2/4. I just want a refund and to end this nightmare. Their core business is to provide comfort to travelers. I've received no comfort, no insurance and a debit which seemingly can't be corrected. In my opinion, there is something systemically wrong with a company that can't account for their own financial transactions and that allows employees to treat customers poorly and remain unresponsive to complaints.Desired Settlement: I want my account credited in the amount of $ 241.47, the amount charged by Allianz for the services they will not be providing.

Business

Response:

Dear Ms. [redacted]:Thank you for forwarding this matter to my attention. We apologize for any frustration the consumer may be experiencing. At this time, the consumer may either mail in a copy of the statement showing only the charge with a brief explanation of what has occurred to our customer service department at the address below or file a dispute with the credit card company. Unfortunately, without seeing the information, or having it in our system, the finance department cannot research this request. Sincerely,Kalinda H[redacted]Claims Escalation Analyst 9950 Mayland Drive Richmond, Virginia 23233 www.allianzassistance.com