Allianz Global Assistance

Dear [redacted]:
 
Thank you for forwarding this matter to my attention.
 
Our insurance programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage.  In particular, our trip...

cancelation/interruption benefit reimburses when there is a 24 hour  stoppage of service on the consumers scheduled route by the airline.
 
According to flight records, the airline did not stop offering services for 24 consecutive hours as there was a flight that departed on the consumers scheduled route. The insuring agreement is very specific in its terms. Unfortunately, not being able to board that flight due to availability of seats was not listed as a named peril.
 
Sincerely,
 
[redacted]
Claims Escalation Analyst, USA
Allianz Global Assistance
[redacted]
[redacted]
[redacted]

[redacted],
 
Thank you for bringing this matter to my attention.
 
Our insurance, like any other insurance had terms, conditions and exclusions that impact coverage. Those terms were readily available prior to the purchase of the insurance and...

also emailed to the address provided along with a 10 day satisfaction guarantee period. This allowed the consumer to look over the insuring agreement and if it did not meet the needs of the consumer, the policy could have been canceled for a full refund of premium.
 
We currently do not have any documents on file and therefore would not be able to adjudicate the consumers claim. What we can advise of is the terms and conditions and the terms were very specific in that it provided coverage if your personal leave was revoked due to certain military obligations.
 
At this time we are not able to finalize the claim without claim documents. If the consumer wishes to proceed with the claim we would need the requested claim documents.
 
Thank you,
 
[redacted]
Claims Escalation Analyst
Allianz Global Assistance

Review: When I purchased my UA ticket ([redacted])I bought trip insurance thru Allianz Global Assistance Policy ID# [redacted], I was deployed in Dec when the original ticket was made for, so I moved the dates to March 2016 (Same Con# [redacted]), when I was deployed again. I submitted a claim on Apr 01, 2016. Checked status on 06 Apr 2016, website said approved, went to website this morning to get phone #. Website now says disapproved. I submitted all docs that were asked for, I would like to have my claimed approved and refund my claim of $551.20Desired Settlement: I would like to have my claimed approved and refund my claim of $551.20.

Business

Response:

Dear Ms. [redacted]: Thank you for forwarding this matter to my attention. We apologize for any frustration the consumer may have experienced. Our records indicate that the claim was paid on May 5, 2016 and the claim is now closed and paid. Sincerely, Kalinda H[redacted]Claims Escalation Analyst 9950 Mayland Drive Richmond, Virginia 23233 www.allianzassistance.com

Consumer

Response:

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

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

Regards,

Review: The event was on Thu, Aug. 20, 2015 07:30 PM at [redacted]. I called the day before the event (within 24hours) to cancel my tickets as I had bought insurance from Allianz as protection. I had either came down with the flu or had bad food poisoning as I was throwing up, had a fever and was sweating profusely. I made the decision to not go to the doctor as I didn't feel it was necessary to pay the fee and had a family member that was a retired doctor with us on the trip. I was told by the Allianz representative in August to send any documentation via email, however they never mentioned to me during this phone call about seeing a doctor. I called back a few weeks later in September after the trip, to tell the representative that I didn't have any documentation because I didn't go to the doctor; I didn't want to pay a fee for something he wasn't going to be able to fix, apart from over the counter medicine I could get myself. The representative in August agreed that it was a difficult situation and there is no requirement to see a doctor if I am missing an event for being sick. I was told I would get a response back or the refund would be distributed back to me. I didn't hear or receive anything for a month, so I called back and had the same conversation again with another representative. Again, I waited a month and no response. I have done this several times and at this time I am feeling that they have been giving me the "run-around". Today I called them for the last time and they told me that there is nothing they can do for me, so I thought it was the right time to file a claim with Revdex.com. The representative I talked to is named Dave. It kept taking them about a month or more to respond to me via email or mail, when in fact their letters kept saying it would take 10 business days. They also said that twice the postal mail came back them, but was never informed via email or phone that they couldn't get the information to mDesired Settlement: I paid for the ability to get a refund on my Event tickets if I was not able to make it. I paid $132.15 for the tickets and I paid $27.96 for the Insurance. I would like to get back $132.15.

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. Our records indicate that the consumer filed a claim online on August 20th with the following cause “Issue with transportation caused me not to be able to go.” At this time we do not have information that indicates that the consumer spoke with someone in August and filed a claim for medical reasons. The consumer called our office in April 2016 and at that time we advised him we needed verification of cause of cancelation along with the appropriate claim forms. The consumer referenced food poisoning at that point. In order to process a claim for a medical reason, we would need verification of the loss, which is why we require an examination within 72 hours of the loss. This information was stated in the terms and agreement of the policy. I am more than happy to assist by reviewing the phone call the consumer states that was made in August. To do so, I will need the phone number that the consumer called from. Sincerely, Kalinda H[redacted]

Review: My name is [redacted] and I was assisting my deaf brother, [redacted] ([redacted]), with processing his cancelled mid May 2016, [redacted] reservation. [redacted] had purchased travel insurance through Allianz Global Assistance (AGA) when purchasing his UA ticket. [redacted] cancelled his travel due to a medical condition in early April 2016. Allianz provided him a medical form to be completed by his doctor to initiate the process. AGA required info re a full diagnosis, dates of treatment, types of treatment, onset, etc. The doctor provided a statement that due to joint/spine issues [redacted] was advised not to travel in mid May/2016. AGA sent a letter to [redacted] indicating this was not enough info. I advised AGA that they could not legally request this info under HIPPA regulations; they are not compliant. AGA advised that they realized they could not request this; therefore, the client ([redacted]) is asked to acquire the info and provide it to them, even though they have no legal rights to gather, store and/or disseminate any of his med information. To help [redacted] the doctor provided a second statement; AGA again denied the claim due to a pre-existing condition. Trying to work with AGA customer Service (CS) has taken 3-4 weeks; each call resulted in AGA requesting another 7-10 days to review the case. CS puts you on hold from 15-20 minutes in 2-minute intervals transferring to another CS rep. It takes 2-3 people to get to a Claims person. They argue every issue for payment or indicate they will send another form to the doctor. It should be noted that they faxed a request for information directly to the doctor’s office, which violated HIPPA reg’s through their own admission. After 4-weeks, the claim is still in appeal. They clearly have a policy not to pay or use regulations that restrict them from acquiring info required by them to approve a claim. This is a complete scam.Desired Settlement: A refund from Allianz travel insurance due to cancelling travel regarding a medical condition.

Business

Response:

Dear Ms. [redacted]: Thank you for forwarding this matter to my attention. Please have the consumer provide a claim or proper policy number so that we may address their concerns. The number listed in the file appears to be a policy from Allianz Mexico, which we do not handle. Sincerely, Kalinda H[redacted]Claims Escalation Analyst

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Allianz Global Assistance, (AGA), [redacted] claims they do not have the proper policy number. Note: The Revdex.com template populated the city address for AGA as ‘Henrico’ vice ‘Richmond’, VA 23233. We would like the complaint resubmitted with the additional requested information. The policy information is provided below.[redacted] for:[redacted]

Claim number: [redacted]AGA Customer Service number: [redacted] Regards,[redacted]Richmond, VA

Business

Response:

Dear Ms. [redacted],Thank you for forwarding this complaint to my attention. I apologize for any frustration this process has caused. The insuring agreement required that the consumer be medically able to travel on the date of insurance purchase in order for existing medical conditions to be considered. The claim department received a letter from the physician indicating the condition and recommendation for cancelation. As the documentation received was not enough to finalize the claim, a fax was sent to the doctor asking if the consumer was medically able to travel on the insurance purchase date, based on the condition which caused the loss. The doctor indicated "no".Due to this, we are unable to honor the claim for payment. If the consumer feels as though the information we received is incorrect, we would accept a clarification document from the doctor indicating the proper information. At this time, we are unable to overturn the denial of the claim. Best regards,Kalinda H[redacted]

Review: Hello Revdex.com,

On May 12, 2016, I purchase tickets for a concert; for August 16, 2016. Total $122.25 for two tickets. On yesterday, June 22, 2016, I received a call from my doctor stating I needed surgery. The surgery has been scheduled unfortunately for August 15, 2016. In which the recovery requires a 4-5 day hospital stay and bed rest at home upon discharge. I contacted [redacted] whom said I had to contact Allianz since I purchased insurance in case of a situation like this should occur. I cannot attend this concert of course so I would like a refund. I was told by a representative of Allianz name: Alex. Who stated that they needed documentation of the surgery and the date of the surgery. That is against HIPPA laws and I should not have to send them my personal and confidential medical information to get a refund back for a concert. Really what is more important; them keeping my refund to increase their revenue or my health? I refuse to send these people who are station in a call center not knowing whose hands my documents will end up in. I was also told by [redacted] that sales are final. However there is nothing on the website stating that it was a final sale after purchase. This is causing me stress and really does not make any sense. And no I do not have anyone I can sell the tickets to. I want my money back; since I will be out of work for a while.Desired Settlement: I want Allianz whom I purchase insurance through to refund my money and not have to send in my personal health information.

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 insurance does not cover for any reason, and is not advertised as such. The insuring agreement that listed the named perils was readily available for review online prior to purchase and also emailed to the consumer. We show no error in that submission. Our records indicate that the consumer has alerted us on the intent to file a claim; however we have not received any claim documentation to include: The claim form, the original tickets, proof of payment for the tickets, verification of the incident that caused the loss, which in this case would be a completed physician statement form. As there are medical conditions that are excluded from coverage, we would need to be sure that the condition is covered. The consumer may send these items into the Claim Department for processing which normally takes 7-10 business days for review. Sincerely, Kalinda H[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 do not have any documents to show when and where my surgery will be and further more than is personal and confidential. These tickets were purchase through [redacted] in which I have not printed the tickets as of yet. My surgery is personal and confidential. I am not obligated to give you my PHI and contact information of my doctor for some concert tickets. I want my money back since I cannot attend.

Regards,

Review: 6/27/16 AM -Ticket & insurance purchased. 6/28/16 AM & PM - Attempted to file ticket cancellation due to a covered, as stated on their website, unforeseen obstacle but their website was malfunctioning. Sent email, received response stating I would be contacted Mon - Fri from 8AM to 12AM. 7/1/16 AM - Received response at 2:51AM informing me to call a number to file cancellation. Number was not in order. Sent email informing them that the number they provided me was not in order. No response. 7/1/16 PM - Called their customer service line and finally got to speak with someone. Informed them that the number they provided was out of order & that I had also had informed of that in an email earlier. They denied ever knowing the number was out of order or ever receiving my email. They did confirm; however, that the unforeseen obstacle was covered. I requested an insurance claim form be emailed immediately. Claim form was emailed to me shortly thereafter. The name on the form was for the person I was buying the ticket for & not me. 7/6/16 PM - Requested they change the name on the form to my name and not the person who I bought the ticket for. 7/10/16 - They responded by informing me that they could not change the name and that they were unable to help me.Desired Settlement: Aside from this being the worst customer experience of my life, there is no actual way for me to file a claim of ticket cancellation to receive my refund. They willingly provided me with misinformation as well as refused to provide assistance with regards to my claim. There is no way for my to file a claim and this completely unacceptable. That is why I am pursuing a full refund.

Business

Response:

Dear Ms. [redacted]:Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused.Our records indicate that the consumer has alerted us on the intent to file a claim; however we have not received any claim documentation to include:The claim form, the original tickets, proof of payment for the tickets and verification of the incident that caused the loss.Our insurance insures the ticket holder and not the person who paid for the ticket. The consumer was advised of the following by our Customer Service Department on July 10, 2016“I’m afraid that we cannot modify the name on the forms because by law, the forms and any documents need to have the same name of the policy holder. For you to be able to change the name, you can send us a notarized letter requesting the change on the policy holder’s name.”If the consumer still wishes to proceed with the claim process, all previous mentioned documentation will be needed, and if the claim is payable, we would need a notarized statement from our insured indicating she would like the check made payable to the consumer.

Review: I purchased a ticket for my friend and she could not go the concert I was told that if I sent a doctors note that I would get a full refund for the ticket, I did not get a refund. I later received an email saying that the show was canceled and then postponed, and it should not have mattered I was to get a refund any how. I faxed the doctors not with a fax cover sheet on January 20, 2016. I would like my money back. NOW please. I was promised a full refundDesired Settlement: A full refund of my money and the insurance purchased

Business

Response:

Dear Ms. [redacted]: Thank you for forwarding this matter to my attention. Please have the consumer provide a claim or proper policy number so that we may address their concerns. Sincerely, Kalinda H[redacted]Claims Escalation Analyst 9950 Mayland Drive Richmond, Virginia 23233 www.allianzassistance.com

Review: I purchased insurance on concert tickets with Allianz through the venue because my fiance is fighting a serious medical condition, and though we weren't sure how the spring was going to go we wanted something positive to look forward to. I purchased the tickets and accompanying insurance in late February, and in April when we found out he needed another procedure that would make it necessary to cancel our trip. I went to cancel the tickets - this is exactly why we bought insurance, so there'd be no additional stress. Come to find out that there was apparently some sort of processing issue that I wasn't notified of, and though I was under the impression that the order was a done deal they are now saying they could find no record from their end of me ordering the policy. I asked if having two copies of the order confirmation from the venue stating that I indeed had selected to purchase the insurance would be enough proof, and that I would give them new payment info to clarify the error that I was never notified of, but they said that wasn't enough proof of intended purchase - in fact, I was asked why I didn't notice that after I received two confirms from the venue, both of which stated in black and white that I selected the insurance option, why I didn't notice not receiving a separate THIRD e-mail from them confirming a $21 insurance charge had processed.

Any other vendor I have ever purchased insurance of this kind through (and I do it a lot since I work in a field which requires me to see shows and travel often) I have never had a company refuse to either honor or help correct a situation like this - the insurance is literally supposed to keep things like this from happening! The least they could've done was allowed the paper proof that we had of the original purchase date and reprocessed the charge to honor the insurance that I clearly chose, especially considering our situation..."I'm sorry for your unfortunate medical situation, but there's nothing we can do."Desired Settlement: I want the event insurance that I selected - and have paper proof that I selected - honored, since the company that I purchased it from never notified me that there was a problem with purchasing the order in the first place. Assuming that the guest would figure out after the fact that a $21 portion of a $400+ purchase is ridiculous, and it makes me wonder how regularly this kind of "error" happens to their customers...

Business

Response:

Thank you for directing this to my attention. Please have the consumer send in verification that the insurance was purchased on her end. I will then review it with the Customer Service Department's management team.Thank you, Kalinda H[redacted]Claims Escalation ExaminerAllianz Global Assistance

Allianz Global (Travel Insurance) did not consider an unexpected birth of a child that needed to be delivered within 24 hours and weeks ahead of the due date a medical emergency. That I guess does not qualify. We filled out all the forms and still does not qualify. I wish I would have come here first before purchasing their travel insurance (through [redacted]), which I will never do again. How they have an "A+" rating is beyond me. they've had almost 400 complaints in the last year. It takes a lot for people to formally complain through the Revdex.com.

Review: On May 25, 2016 at 11:30am (eastern time) I made a payment with United airlines.com for tickets totalling $1060.82 they website asked if I would like to add trip proection for $66.30. I agreed and then made a payment of $1127.12

I checked my email 2mins later and the airfare from United was charged $1127.12 and another charge of 66.30 was taken out also! this is a clear double charge.

I spoke with a representative from Allianz and informed them that there was a double charge on my account.

I was told by the rep for this company that this happens frequently.

What kind of business is this? It is deceiving and unprofessional!!!

Upon my request--A representative explained that for policy number [redacted] he would be cancelling to refund my money of $66.30.

However, Allianz Globgal Assistance or BCS Insurance company has another payment of $66.30 that was taken out of my account that I want credited back to my account immediately.

I HAVE ANOTHER charge from this company for $66.30 that needs to go back to my account.

I would like for someone to fix this mistake and contact me via email or phone and refund both amounts totaling $132.60. which is the total charge they took out.

Seems like a scam and I am out $132.60Desired Settlement: I want my refund of $132.60 and this busniess needs to investigated because the rep told me this happens alot to other people which is unacceptable.

Business

Response:

Dear Ms. [redacted]: Thank you for forwarding this matter to my attention. An issue with duplicate charges does not happen frequently and is more than likely due to a technical error in the booking path. I have located the consumer’s policy and the correspondence between her and the sales department. At this time, I encourage the consumer to either file a dispute for the duplicate charge with the credit card company or send in copy of the multiple charges to the sales support department. The finance department has indicated that they do not see a duplicate charge on their end. This will allow a more in-depth investigation of the issue. Sincerely, Kalinda H[redacted]

Review: I had to cancel my plane flight from TX to CA due to my husbands deployment dates changing on when he is coming home from Iraq. We are both active duty and we are not stationed together at this time. I booked travel insurance through Allianz Global Assistance, when I booked my ticket for this reason. I sent in all of the necessary paperwork that they asked for (claims) explaining my issue on why I had to change my flights to Allianz. The travel angency told me I had to first cancel my plan ticket before they could help me. I asked if I could change the dates and they said I needed to cancel it with the airline first completely and then sumbit paperwork for a refund instead. After 12 days of waiting for a response they have told me they need an addtional paper stating the orginal date my Husband is coming home and the day he was suppose to come home, for the discrepency. That information is classified and is not allowed to be out to just anyone, ESPECIALLY before he comes home.Desired Settlement: I would like to recieve my money back on the plane ticket that I purchased for $591.20 through the travel insurance Allianz.

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. Our insuring agreement provides coverage for specific named perils as they are listed in the insuring agreement. Regarding military leave, the following is covered:Military Duty in the U.S. Armed ForcesYou or a traveling companion, serving in the U.S. Armed Forces, isreassigned, or have personal leave revoked, except because of war, theWar Powers Act, base or unit mobilization, unit reassignment ordisciplinary action. If the consumer’s loss falls under this specific named peril, we need verification of this. A letter from the superior officer indicating the leave was revoked and the reason would suffice. Sincerely,Kalinda H[redacted]Claims Escalation Analyst9950 Mayland DriveRichmond, Virginia 23233www.allianzassistance.com

Consumer

Response:

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

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

Regards,

We were denied a refund after the March 22, 2016 terrorist attacks in Europe because our arrival date into Europe was 7 days after their "30 days after terrorist attack event" occurred. Meaning, even though the US State Dept filed a Europe Travel Alert covering our travel area and time, because we were scheduled to arrive more than (only by 7 days) 30 days after the horrific Brussels attack conducted by ISIL, Allianz persistently denied our claim. I find it heartless and grossly negligent on the part of this company to assume that 30 days after such a seriously dangerous event, they believe people should be OK to travel in that region even though our State Dept advised otherwise. I'm writing this review to warn others that Allianz has many holes to their policies and although you may feel safe with them before/during travel, they do not have your best interests in mind and are, unfortunately, only out for themselves and their business. I also strongly believe any warnings/alerts issued by the US State Dept for the safety of its citizens should trump any loopholes insurance companies come up with.

Review: Dear Sir/Madam,

I am writing to you in connection with the insurance coverage purchased from Allianz Global Assistance for our European trip.

The insurance was purchased on February 20th, 2016 covering the whole trip (total amount paid for the trip $9,615.70).

The trip was canceled shortly after it started due to flood in the canals. Cancelation was announced by the Cruise Director[redacted] and the [redacted] cruise line refunded money.

In this letter we are requesting remaining compensation from the Allianz insurance in the amount of $3,423.32

Calculations as following: Total amount of coverage $9,615.70

Amount refunded by the [redacted] cruise line $5,931.98

Amount refunded by Allianz Global Assistance $260.40 [redacted] Remaining $3,423.32

All required documents and receipts were submitted to the Allianz Global Assistance.

[redacted]Desired Settlement: Refund in amount of $3,423.32

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 following was sent to the consumer in June 2016. "We have completed our review of your claim. Based on the claim documents you submitted and your policy coverage, we are unfortunately unable to issue payment for the full amount of your claim. Please see details below: Amount Claimed: $3,683.60Amount Paid: $260.40 Reason: •This payment is to reimburse you the additional transportation expenses you incurred. We are unable to reimburse the original, used portion of your flights and cruise." We are unable to reimburse for the used portions of the flight and cruise as the benefit reimburses for the unused pre-paid trip portions. As the consumers trip was interrupted, we would only reimburse for the portion that wasn't used and wasn't refundable by the travel suppliers. At this time, we are unable to issue reimbursement with the current documentation on file. We can consider additional expenses upon receipt of proof of payment for additional meals, additional transportation expenses, additional hotels, and/or unused, prepaid trip expenses. Sincerely, Kalinda H[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.The insurance company’s rejection of our claim is self-evidently spurious, as you will clearly see. The insurer’s excuse for not paying—it can hardly be considered an explanation—seems to be based on the fact that our air fare was used. But of course we had no alternative but to use the tickets. That is because we had already arrived in Prague when we were informed that flooding had cancelled our trip, and we needed to return to the United States. In any event, the use of the plane tickets in no way alters the only relevant fact in this claim: Our entire trip was ruined for reasons beyond our control, and it was the protect ourselves from that possibility that we bought coverage in the first place. We wanted to be reimbursed in the event that our planned trip did not take place, and we paid this company for that protection. The fact that we did or did not use the tickets is irrelevant, because we paid for coverage for the entire trip and not any portion of it. We fulfilled our end of the contract, and the insurer should fulfill its end of the contract.Regards,

Review: I purchased this insurance when booking a hotel on Hotwire. Seven hours after I purchased the hotel & insurance my daughter was injured. The only reason for the trip was for my daughter to compete in a gymnastics meet, which she would not be able to do after this injury. Allianz tells me that my coverage doesn't start until the following day after it was purchased so the injury was an existing condition and will not cover my claim. So now I have to pay for the hotel & this worthless insurance. If I purchased the insurance on a certain date why is it not effective as soon as it is purchased? Sounds like another scam to me. Why would I book the hotel to go to gymnastics meet if my daughter had an existing condition that prevented her from going in the first place? Allianz will not approve my claim even though I have forms from 2 different doctors saying my daughter is not able to do gymnastics and the trip should be canceled. Hotwire won't let me cancel which is why I purchased the insurance in the first place and now the insurance company won't refund me either. This was not an existing condition when I purchased the insurance.Desired Settlement: I would like my money for the hotel that I paid for on Hotwire refunded. That is what this insurance company is supposed to do and that is why I purchased the insurance in the first place.

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. Our insurance, like any other insurance, had terms, conditions and exclusions that impact coverage. Specifically included in the terms were the following: Your plan’s effective date depends on how you purchased it. you purchased it’s effective: in person the day and time you purchase your plan. by mail the day after your application or other form is postmarked. over the phone the day after you place your telephone order. by fax the day after we receive your fax. online the day after we receive your online order. Trip cancellation coverage begins on your plan’s effective date, as long as we receive your premium before you cancel your trip or make a claim. The insuring agreement did not provide coverage for any illness or injury that occurred within the 120 days prior to the purchase of the insuring agreement. Due to this reason, I regret that we are unable to overturn the denial of the claim at this time. Sincerely, Kalinda H[redacted] Claims Escalation Analyst 9950 Mayland Drive Richmond, Virginia 23233 www.allianzassistance.com Tell us why here...

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.

First of all, my last name is [redacted] and this response is addressed to Ms. [redacted], whoever that is. Second of all this injury did not happen anytime 120 days prior to PURCHASE, it happened 7 hours AFTER PURCHASE of the insurance.

Regards,

Review: Trip insurance purchased for an airline trip as encouraged by the customer service agent for the airline. After months of jumping through hoops providing the same paperwork over and over and over and over again for a medical claim via the trip insurance and FINALLY getting it approved I still do not have my money back. My claim was approved and I was told I would be getting my money refunded. However, the airline will now not refund my money claiming that having the trip insurance means nothing. Thus I am still charge for 2 airline tickets that I am unable to use as one person in the party has passed away and the airline does not fly out of any airport near me here in the southern U.S.

Multiple contacts made via phone, email, U.S. mail, bank representative, and such. Also during these times bank and myself noted discrepancies within the same conversation of representatives lying to us.Desired Settlement: Refund of the two airline tickets for a total of $2200. No refund requested for the purchase of the trip 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. Our insurance records indicate that the claim was paid in full on 4/27/16. If the consumer has not received the check, they may contact the Customer Service Department at [redacted] to request a stop payment on the check and reissue.

Review: Purchased flight insurance over the phone I was completely miss lead I tried to change my flightand it was going to coast to much. I deceided to use and afer calling twice and using web site I got no where so tried to get cancel insurance since I would no longer be on that flight I was told I only had 10 days from date of purchase in the state of Texas I was not told that when I purchased it over the phone. Iwas lead to beleave I could cance scam!l my flight at any time and insurance would cover it. Total scam!Desired Settlement: I want my money I want the company to be up front about how their policy works.

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. To address the consumers concerns, the insurance is offered in the booking path and with that offer there is additional information. It states in that section that terms and conditions apply and there are limitations. There is also a link to review the insuring agreement prior to purchase. The same insuring agreement is then emailed to the consumer along with a 10 day satisfaction guarantee period in which the premium can be refunded in 10 days if the terms do not meet the consumer’s needs. I am sorry to hear that we were unable to assist the insured at this time. Sincerely, Kalinda H[redacted]Claims Escalation Examiner9950 Mayland DriveRichmond, Virginia 23233www.allianzassistance.com

Review: Can not get refund on trip that we could not go on due to medical problems. I have sent in 3 claim forms that they say they never got. One I mailed to them and two I faxed to them never getting a conformation or anything from them. I have called many times and they tell me they have not received anything. After three times and more than six months I am out of patience and need help, can you please help me?Desired Settlement: I bought travel insurance because of health issues . The travel date was a month away and anything can happen in that time. I would just like my money back.

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. We have received one document on 07/20/16- dated and signed 07/19/16 from the attending physician. This document is currently being reviewed by our Claim Department. We would also need proof of payment for the ticket cost, and the actual event tickets. This documentation would need to be sent in to the Claim Department for review. Sincerely, Kalinda H[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.

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

Regards,

Review: I purchased tickets for a concert for me and my brother. My brother was unable to fly in from Kansas for the concert. And I was not able to go due to car issues. The event was 2 hours away. When I called to file claim. and then filed a claim like they asked. I have still not received a refund, I keep asking for the refund that is due to me, I purchased their insurance that states I would receive a refund no matter the reason if unable to attend. Yet now I am getting the run around and they are not willing to refund my money! The website even shows that I have claim number: Claim # [redacted] already exists for this policy.

I paid 62.00 for 2 tickets 13.00 for insurance that if We were unable to attend we would recieve a full refund. total cost was 158.00Desired Settlement: I would appricate a refund for the amount of my tickets.

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 insurance does not cover for any reason, and is not advertised as such. The insuring agreement that listed the named perils was readily available for review online prior to purchase and also emailed to the consumer. We show no error in that submission. Our records indicate that the consumer has alerted us on the intent to file a claim; however we have not received any claim documentation to include:The claim form, the original tickets, proof of payment for the tickets, verification of the incident that caused the loss. He may send these items into the Claim Department for processing which normally takes 7-10 business days for review. Sincerely,Kalinda H[redacted]Claims Escalation Analyst9950 Mayland DriveRichmond, Virginia 23233www.allianzassistance.com

Consumer

Response:

Sorry I have had to work. I sent in the information they said they didnt have plus I have a picture from their websit that says that if you get the protection cause life sometimes throws a wrench in plans. that I would be covered. My brother lives in Kansas and was unable to fly into town to go with me. And So I had no transportation down to see the concert,

Review: Recently I purchased a plane ticket with Delta Airlines for the summer of 2016. Upon purchasing the ticket, the Delta recommended myself on purchasing an insurance plan. This particular ticket was non-fundable so buying insurance would be a smart plan if I needed to cancel the ticket. I purchased the insurance from Allianz Global Assistance. I did cancel my ticket but found out that the insurance would not cover the plan. I am not complaining that Allianz won't cover the ticket but not clearly stating that the policy is only if someone died. Although this seems a little absurd but Allianz needs to clearly state this when a customer is buying a ticket. They do offer a packet that has the policy but like I said before, they don't push it to you until after you purchase the insurance. I feel that I was scammed and taken advantage of.Desired Settlement: I would like Allianz Global Assistance to clearly state when purchasing their insurance that the policy only covers a death of a person. This is an easy fix by updating the website.

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. To address the consumers concerns, the insurance is offered in the booking path and with that offer there is additional information. It states in that section that terms and conditions apply and there are limitations. There is also a link to review the insuring agreement prior to purchase. The same insuring agreement is then emailed to the consumer along with a 10 day satisfaction guarantee period in which the premium can be refunded in 10 days if the terms do not meet the consumer’s needs. I am sorry to hear that we were unable to assist the insured at this time. Sincerely, Kalinda H[redacted]Claims Escalation Analyst 9950 Mayland DriveRichmond, Virginia 23233www.allianzassistance.com