Allianz Global Assistance

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 bought a round plane ticket to Panama via [redacted] from [redacted] that site they offer a health insurance from Alliance Global Assistanceincase you get sick and can't make the trip due to health reason the money you paid for the plain ticket would be refunded that is what the secretary at Allianz inform me when I called after I canceled my reservation online.My doctor and I faxed and mailed all the paper work the requested and they refuse to refund my money they have me running around today they e-mailed more paper work for me and my doctor to fill again. I can take any more please get in touch with and have them refund my money now!!Allianz Global Assistance Claim Number [redacted]Please help me, Thank youWhen I bought the plane ticket I was not sick, I was informed by my doctor in April that I was sick I have ESRD.Desired Settlement: I need Revdex.com to contact Allianz Global Assistance to get my money refundednow. I would never by a plane ticket from [redacted] or by healt insurance from Allianz.

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.

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. Without this document, we are unable to process the claim.

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.

The consumer called and stated that he has faxed over the documentation.

Regards,

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

The Physician Statement form indicates a referral from the primary care physician. To be sure that we are able to provide coverage for the consumers loss, we would need the form completed by the physician who initially saw the consumer for the condition.

Sincerely,

Claims Escalation Analyst

www.allianzassistance.com

Allianz is a company I would never use again. Their rejection of my claim was a long drawn out process and they do anything they can to make it as difficult as possible to pay. My claim was very valid; I am a health care professional.

Review: I purchase a round trip ticket from Berlin Germany to Atlanta Georgia - Returning Atlanta Georgia to Berlin Germany on 25 July 20013, using my credit card.

The person who flew from Berlin Germany was [redacted], her daughter and son on [redacted]. While I was on-line filling out all the information needed to book the flight,

there was an option to purchase insurance to be able to get a full refund in-case the flight needed to be cancel. The way the insurance information read was that I would

get a full refund if I cancel the flight. The instructions did not read a refund will only be given if there was a medical emergency requiring admission into the hospital. The

Alliance Global Insurance did not explained nor did they displayed the full terms of purchasing insurance. I was under the impression when I purchase the insurance and if

the flight needed to be cancel as long as proof of the cancellation was provided to the insurance company, they would honor the cancellation. Well, I submitted a reason for

cancelling the return flight on 25 July 2013 from Atlanta to Berlin due to [redacted] was evicted from the address she was vacationing and had to find assistance to take her

and her family in, provide them with shelter and food. The total cost of the tickets was $2,454.30. I was asking for the insurance company to reimburse me half that amount

totaling $1,227.15. The insurance company refuse to honor the insurance because now they stated being evicted does not fall under one of their conditions.Desired Settlement: I want the insurance company to refund my $1,227.15 back to my credit card. This is the address that is listed on the letter they send me stating they will not honor the request

for a refund. [redacted] Claims Escalation Analyst USA, Allianz Global Assistance, [redacted]

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. These terms were readily available in the booking path on the [redacted] website, prior to purchase and also emailed to the email address that the consumer provided. We show no error in that submission.

Specifically included in the terms were the following:

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

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

According to the claim documentation, the consumer’s loss was not listed as a named peril in the insuring agreement; therefore, we were unable to honor the claim for reimbursement.

Sincerely,

Review: Bought Trip Interruption Insurance

Trip was interrupted on Feb. 12th when [redacted] flight from Key West to Atlanta was cancelled to do snowstorm

A claim was made to Allianz and a response requested documents proving damages of delay

Insurance certificate states it will pay $150 per day, so I should have received $300. I provided receipts for more than $300.

Those documents were send on Feb. 27th and finally on April 1st I received check for only $77 and no explanation of why the amount was 1/4 of what was to be paid.

I called a claim rep of Allianz and was told: 1: Cash receipts are not acceptable, I had excessive food receipts, fuel and rental car were not covered, and extra days for my

car to be parked in lot was also not covered. None of that information is found in the certificate.

Claims for insurance no doubt are high for that snow storm, but only paying 1/4 of a claim with no explanation is just a rip off.

Certificate says I can file for arbitration, but does not say how or who the company they name as an arbitrator can be contacted.

I am not the only one, I found over 80 reports of rip off by this company on [redacted] Insurance #[redacted] I am happy to email documents as proof.Desired Settlement: Full payment of claim, and additional $222.16

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.

The consumer filed a claim under the Travel Delay benefit which provided coverage for:

Meals, accommodation and transportation

? Reasonable expenses for additional meals and accommodation

while you’re delayed.

? Reasonable additional transportation expenses.

Special limit:

? Maximum of $[redacted] per person per day, up to the limit shown on your

letter of confirmation.

The consumer sent an email indicating that there will be an additional charge of $[redacted] per day for accommodations; however, this was never accompanied by a receipt of payment.

The consumer was sent a letter dated March 21, 2014, which explained that coverage was provided for the meals. In order to consider the lodging expenses, we would need the invoice and proof of payment for the $[redacted], which in itself would max out the allowed amount and allow us to reimburse him in full.

As of today, we have not received proof of payment nor an invoice for the lodging expense.

At this time, we are not able to issue additional payment until the requested documents are received.

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.

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

Regards,

Revdex.com: I have never received a letter about why this claim was denied.

Seems just an excuse to not pay.

I was told on the phone that since I could not provide a copy of payment by Credit Card receipt the claim was denied, I paid by cash and that cash statement was denied.

Now What?

Business

Response:

Dear [redacted],

The information provided does not include a receipt for the accommodation expense.

We have gone ahead and reimbursed the consumer for the gas expense incurred during the delay.

At this time, this is all that we are able to process.

Thank you,

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.

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

In my documents I sent is a cash receipt for payment of room, that is

the problem with their refusal to pay,, they demand a credit card

receipt and refuse the cash receipt, but the terms does not state I have

to have a credit card receipt. So how was I to know, informing me after

the loss is not acceptable.

Regards,

Review: In September 2014, I was planning a trip to [redacted](my hometown). I did tickets month(s) in advance. However, about a week before my trip, [redacted] was hit with massive floods and as such, I ended up canceling the trip. Just that you are aware, I had purchased travel insurance from Allianz when I booked my tickets months ago, and natural disaster such as floods was covered.

The floods were so massive that people were stuck on their roof-tops for days without food, water, medicines, communication or electricity. The entire state was completely devastated. Water had been flowing through densely populated cities, rising up to 27 feet and destroying everything in its path, including homes, hospitals, schools, communication, roads, emergency centers and businesses. In a situation this bad, I had no option but to cancel my trip, which I did(like any other reasonable person would have possibly done)

I filed a claim with Allianz and also submitted documentation, including news articles, pictures, etc. that proved the magnitude of the floods. Even though, I have produced enough documentation to support my claim, Allianz claims department is giving me a hard time in processing the claim, which I think is unfair, inappropriate and unethical. I sent few emails to Allianz grievance department but they didn't even bother to respond.

It would not take a genius to review the documents that I have submitted to understand the depth of the disaster(vis a vis all the articles that prove that entire [redacted] city was flooded). I don't understand even though I produced articles that prove that the state was in complete shambles due to floods, I am being given a hard time and my claim is not being processed. As I mentioned earlier, "floods" was covered in my policy and you can even do a quick search on the internet that shows that [redacted] was flooded around that time.Desired Settlement: Allianz needs to process my claim and make the payment of my insurance coverage ( i.e. $200) as they should honor the coverages they promise on their website and/or the promise they make at the time of selling insurance coverage to customers.

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 and offer our condolences on the passing of her family member. Our insurance programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage. In particular, coverage was only provided if your primary residence was made uninhabitable due to flood. It did not provide coverage if your destination was made uninhabitable. At this time, my review indicates that the proper decision was made and I regret that we are unable to provide the insured with a more favorable response. 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.

My hometown is [redacted], [redacted] and that is what was inhabitable due to floods. If you look at the coverage policy, this is what it states under "Environment"Home uninhabitable: Your primary residence is uninhabitable because of a natural disaster, fire, flood, burglary or vandalism.In addition, it should also fall under the below category because all flights to and from [redacted] airport were canceled due to floods. Canceled servicesYour airline, cruise line, or tour operator or travel supplier stops offering all services for at least 24 consecutive hours where you’re departing,arriving or making a connection because of:? a natural disaster; or? severe weather.You can refer to the articles that I have submitted before showing the magnitude of the disaster. In addition, here are some more-[redacted]

Regards,

Business

Response:

[redacted]The consumers insuring agreement defined primary residence as : Your permanent, fixed address and primary residence for legal and taxpurposes. We call the place your primary residence is located yourplace of residence.We do not have anything on file to show that the consumers primary residence is in [redacted]. Also, we do not have anything on file that indicates that the airline ceased all services on the consumers route for 24 consecutive hours on the day of departure. What we have on file is an email of the consumer requesting to have the ticket canceled. At this time the claim remains in a closed status. The consumer is more than welcome to send in any documentation to support the aforementioned. Thank you, [redacted]

Review: I purchased insurance protection for an airline ticket, do to medical reason (also a letter from the doctor, which costed me $50 to have forms filled out). The statement that pops up to purchase the insurance states, " trip can be cancelled at anytime if you purchase insurance for your flight".

This is not true, I've tried to file a claim with the company, provided proper documentation for reimbursement of the ticket and was denied the refund.

They sent after the fact their, when I requested a refund for the ticket. Their guidelines was sent later in "fine" print about what is covered. When I submitted my request it was denied because it stated, "pre-existing conditions."

that should be spelled out prior to accepting the insurance. I did click on term prior to purchase and it read as if you could cancel for a simple cold, but the documentation send after the fact stated, "you need documentation from a hospital or doctor." VERY MISLEADING AND IT LEAVES CONSUMERS like me, out of money and no ways of recouping your monies.Desired Settlement: They be held accountable for their misleading information, spell out in black and white right beside the box if you want to purchase the insurance. It should be stated on the web page when you have the option for the insurance and not attached in fine print when you need to file a claim. The sadness of it all is "thinking you are protected but, find out later fom some paragraph "hidden" on page XXX, paragraph XX!

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 reading the reply, I have to beg the differ with the gentleman. He stated, the formation was sent out prior to purchasing the ticket, that's so untrue, you cannot get the information reference the ticket. The customer service representative mentioned it to me when I was trying to get info on submitting my claim. Also, what person doesn't have a pre-existence condition, that should be referenced in the option block when they have the option for insurance. A company that descriminates for pre-existence conditions is unethical. Thank God for ACA! We should all be offered and treated without stipulation and be 100% non pre-existence any type of conditions including family members and matters.Why would they offer coverage but exclude vs include!Thank you for your assistance.[redacted] Their policies should be written like other policies that accept claims without stipulations!

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, like any other insurance, had terms, conditions and exclusions that impact coverage. These terms were readily available for review online prior to the purchase and also emailed to the consumer. We show no error in that submission. Specifically excluded from coverage was any loss arising directly or indirectly from an existing medical condition. These were defined as: An illness or injury that you, a traveling companion or familymember were seeking or receiving treatment for or had symptoms of onthe day you purchased your plan, or at any time in the 120 days beforeyou purchased it.You, a traveling companion or family member are considered to havean existing medical condition if you, a traveling companion orfamily 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 thesymptoms, unless the condition or symptoms are effectivelycontrolled by the prescription, and the prescription hasn’t changed. The claim documentation on file indicated that the cause of loss was due to an excluded condition. As the insuring agreement excluded coverage for these conditions, I regret that we are unable to overturn the denial of the claim. Sincerely, [redacted]Claims Escalation Analyst9950 Mayland DriveRichmond, Virginia 23233www.allianzassistance.com

Review: We had purchased insurance for our air travel arrangements for a trip to [redacted], arriving on May 19, 2014. On May 21, my husband became ill with a gastroenteritis. We called Allianz for help with a flight home. They told us that there was nothing that they could do for us and offered no assistance other than to tell us that we would need documentation from an MD to file a claim. Without their help, we were able to secure flights home the next day on May 22. MY husband called in MD on 5/23 the next morning. His physicians office said that they faxed the information to ALlianz that day..We sent other documentation requested for cost of flights, etc. After 10 days I called and was told that it had been denied because the form from the MD was not received until 5/27. The tour group , [redacted] offered to send documentation as well, but they were not intereseted when I called to protest the claim. I beleive they have missrepresented their product and did not fulfill their contractDesired Settlement: I would like our air fare refunded as per the insurance that we purchased.

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

The consumers claim has been reviewed and payment has been issued for the fees the consumer incurred to change the tickets.

The consumer may contact the Claim Department at [redacted] to obtain an updated status.

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 travel insurance for a trip from January 1st to January 10th to Washington, D.C. from [redacted] airways. They suggested Allianz for my travel insurance needs so I purchased the insurance for an additional price. I came to find out that I was no longer able to travel to D.C. and contacted them to have my flights cancelled and my money reimbursed. I provided documentation of the flight being paid in full (as they ask) as well as additional documentation and waited to hear back from them and have my money reimbursed. I had not heard a thing from them, so decided to check online to see the status of my claim. It was denied without so much as contacting me about the denial. I then called them and asked them what documentation I would need to provide and was told it honestly didn't matter because they would not allow me to use my travel insurance as needed. I asked them what the point of travel insurance was, if I purchased it knowing that I may possibly need to cancel my flights. They were unable to help me and continued to run me in a circle and deny me the information I needed in order to make my claim acceptable. Rather than give me any option, I was out of money. They didn't care to help me with my claim. I am very upset and told them this was an unforeseen event, which is why I purchased travel insurance to begin with. The woman I spoke to on the phone didn't seem to care or want to offer any alternative to help me provide documentation. Furthermore, I was told if I wanted to try to get the claim resolved I would have to open up a new case, rather than helping me resolve it while on the phone.Desired Settlement: I would like to be reimbursed the USD $428.40 I am entitled to as part of purchasing my Travel Insurance. The information that is provided on the website is falsified and is in the company's best interest, not the consumers.

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 upon purchase on 10/31/2014. 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 a full refund of the premium. Upon review of all of the named perils that are listed in the insuring agreement, unfortunately, cancellations due to a change in your scheduled court appearance are not covered by the policy.I regret that we are unable to provide you with a more favorable response. Sincerely,[redacted]Quality AnalystClaims Quality Assurance[redacted]

Insurance from Allianz is a total waste of money. The advertised coverage is quite a contrast to what the vague policy actually covers or what Allianz interprets as coverage.
I don't understand why their Revdex.com rating is so high given all of the negative comments and unfavorable resolutions.
In addition to wasted money, I spent a lot of time submitting a well documented claim. An appeal was also denied and the only option was to spend another $200 to submit the claim for arbitration.
A terrible experience. Don't make the same mistake.

Review: purchased a hotel stay along with travel insurance. venue of camp my son was attending changed to a location 1 1/2 hours away. thought travel insurance covered trip cancellation. [redacted] asked me to contact allianz to file a claim. I filed a claim and the claim was denied b/c change of venue is not seen as insurable method. apparently it has to be health or natural disaster elated. although a filed claim for two additional trip cancellations and both were accepted and fully refunded under what & why I purchased insurance. I contacted [redacted] for help they told me to take it up with allianz and a I spoke to 9(2) supervisors with no help, offer of full refund or partial refund...they simply said they could not help b/c insurance doesn't cover that. so now I am out $150.00 and a hotel 2 night stay was purchased which is not being used. who got ripped off here. they make money off me and i'm left paying for something I am not usingDesired Settlement: full refund of $150.27 due to purchase of insurance and the denial of claim due to a cancellation of hotel room

Business

Response:

Dear [redacted]:

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

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 in the booking path and also emailed to the consumer. We show no error in that submission. The policy also came with a 10 day satisfaction guarantee period in which the consumer could have canceled after review of the terms if he felt as though the policy did not meet his needs.

Unfortunately, the cause of loss was not listed as a named peril in the insuring agreement.

My review shows that the proper decision was made and I regret that we are unable to provide the consumer with a more favorable response.

Allianz Global Assistance

Review: I purchased insurance prior to my flight and unfortunately, suffered a physical injury and my physician would not allow me to fly or go on this trip. Allianz is refusing to pay out the insurance claim despite my purchase of the insurance prior to my travel date. Terms of the policy: "Insurance shall be effective at 12:01 A.M. on the date the scheduled Trip begins. Trip Cancellation coverage, if purchased, begins the day after Your application is postmarked, Your telephone order is placed, Your faxed order is received, or Your web order is received and Your application is accepted. In no event will coverage be effective if all premiums due have not been received prior to the Scheduled Departure Date or prior to the Trip Cancellation date if You cancel Your Trip or it is canceled for any reason." My Trip Cancellation coverage, based on the wording provided above, covers me for the full $1026.08.Desired Settlement: I expect Allianz to pay out the insurance claim of $1026.08 to myself, [redacted].

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 arising directly or indirectly from an existing medical condition unless the consumer was eligible for the waiver. In order for the waiver to be applied, the following criteria had to have been met:

§ Must be US resident

§ Must be medically able to travel on purchase date

§ Trip cost cannot exceed $5,000 per person

§ Must purchase insurance within 14 days of trip deposit

According to the documentation on file, the consumer purchased her airline tickets on 01/11/2014 for travel dates of 03/17 – 03/30/2014 and the insurance was not purchased until 03/16/2014. As the insurance was not purchased within 14 days of the trip deposit, all losses due to existing medical conditions were excluded.

The insurance program defined an existing medical condition as “any illness occurring during the 120 days prior to and including the effective date of Your insurance for which a person was seeking diagnosis or treatment, or for which symptoms exist which would cause a prudent person to seek diagnosis, care or treatment.” The consumer’s effective date of insurance was 03/17/2014.

According to the claim documentation, the consumer was seen for the condition on the effective date of insurance, and due to this reason, we regret that we are unable to provide coverage for the loss.

Thank you,

Claims Escalation Analyst

Allianz Global Assistance

Review: I purchased 2 tickets for the [redacted] show for 2 of my daughters, knowing that my mother was ill and that it could be a potential problem, I also purchased the insurance for those tickets. 2 days prior to the show, my mother slipped into a coma at our home. For obvious reasons, I was not able to take my daughters to the show, nor were they in any condition to enjoy the show under such circumstances. My mother passed away 3 days later. After a few days passed, feeling secure with my decision to purchase the insurance, I contacted Allianz to file my claim and send them my mother's death certificate. It is now nearly 2 months later and I received a letter from the stating that because my mother passed AFTER the date of the show, they were not able to honor the refund. This is the most ridiculous excuse I ever expected to hear from someone. How dare they deny a claim like this under such circumstances. I really don't feel I even needed to explain the situation, WHO would attend a function like that when their loved one is dying?Desired Settlement: I would like all of my money refunded. I will never attend another function at a location that has a company such as this handling their claims.

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

We have reviewed the consumers claim.

Our insurance, like any other insurance, had specific reasons in which coverage would apply. The insuring agreement provided coverage for the following:

“The death of a Family Member or a Companion on or within thirty (30) days prior to the event date.”

According to the documentation on file, the passing away of a family member occurred after the event date which would not be covered under the policy as this was not the cause of the cancelation of the trip since the family member was ill on the event date.

If the consumer wishes to file a claim due to the illness of the family member, which would have been the cause of the loss, we are sending a physician statement form which the insured may have completed and in return send in to the Claim Department for review.

If the consumer has any questions regarding the claim process, they may contact our Claim Department at [redacted].

Sincerely,

Claims Escalation Analyst

Review: We purchased travel insurance with a flight for [redacted] "Travel Insurance Request (ref:[redacted])" flights Jan 19-31.

Allianz Global Assistance Claim Number [redacted]

The insurance implied that if travel was cancelled for medical reasons, we were insured "Health Injury, illness or medical condition You or a traveling companion is seriously ill or injured."

We thought we were insured. Flight was cancelled due to virus/flu, but I did not go to a doctor to get a medical examination- I was home ill.Desired Settlement: It would be nice if Allianz paid my claim of $300. Barring that they should refund the $32 I paid.

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 you.Our insurance, like any other insurance had terms, conditions and exclusions that impact coverage. Specifically included in those terms were thefollowing: A doctor must examine you or a traveling companion and advise you or a traveling companion to cancel or interrupt your trip before you cancel or interrupt it. If that isn’t possible, a doctor must examine you within 72 hours of your cancellation or interruption.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 you to look over the policy and decide if it will meet your needs. If not, a request can be made for the full refund of the premium within that 10 day period.At this time I regret that we are unable to provide you with a more favorable response. Sincerely,[redacted]Quality AnalystClaims Quality Assurancewww.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,

Their advertisement is misleading. It should say up front if you have to cancel for medical reasons you must have a doctor's note. The omission is mis-leading.

Review: I cancelled a trip/tour from [redacted], as I have some medical problems which prevented me from traveling. The tour began on January 3, 2014 and I cancelled Dec. 19th 2013. I had paid for the cancellation insurance with Allianz Insurance Co ($263.00). I received a partial refund through my travel agent. The remainder of the refund had to be approved by Allianz. I inquired as to the delay and was told that the medical reason for my cancelling the trip, by a nurse practitioner, was not covered, I was told that I had received a letter stating what was covered and what was not covered by Allianz. I had and have not received such a letter. The medical reason, I believe (as I did not see the nurse practitioner) while completing our separate forms, was and is [redacted]. This is a disease which is considered as such by the [redacted]. I have been in treatment with her for this problem (and others) for several years. She deemed me unfit to travel, in view of the circumstances, at this time. This is what she reported to Allianz. I am 75 years old and am now suffering from treatable cancer, which I did not know I had at the time. However, the [redacted] alone is reason enough for me to be refunded the full amount of Allianz = $1,521.68. This is a huge amount of money to me and I hope you will intervene with Allianz to pursue their refusal and get me the refund. ([redacted], as [redacted]) is a recognized disease. I hope to travel in the future, but could not medically, manage this trip. Thanks for your help.Desired Settlement: Refund of $1,521.68

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 mailed to the consumer along with a 10 day satisfaction guarantee period.

Specifically excluded from coverage was any loss arising directly or indirectly from a mental or nervous health disorders. To be sure that we adjudicate these claims as consistently as possible, we use the [redacted] (DSM IV).

As the cause of loss listed was included as a mental or nervous health disorder, I regret that we were unable to provide coverage for the consumer’s loss.

My review indicates that the proper decision was made.

Thank you,

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,

[redacted] notes provided to your office from doctors.

Business

Response:

Dear [redacted]:

Thank you for bringing this matter to my attention.

We have reviewed the additional documentation sent in by the consumer and unfortunately, we are unable to overturn the denial.

The consumers insuring agreement was purchased on 10/31/2013. The terms of the agreement indicated that existing medical conditions were excluded from coverage and also events that were known or foreseeable when the insurance was purchased.

According to the recent documentation from the doctor, “[redacted] was treated in our office from October 2nd, 2013 – December 9th 2013 for severe left knee pain. During this time, she was unable to drive or travel beyond a few mile radius”….

As the consumer was not medically able to travel when the insurance was purchased, she would not be eligible for the waiver for existing medical conditions and due the event of not being able to travel being known or foreseeable we are not able to overturn the denial of the claim.

Sincerely,

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,

The customer is very disappointed with the way this complaint was handled by Allianz and their unwillingness to compromise with an older woman that was clearly unable to travel due to medical reasons.

Review: I purchased travel insurance for a trip for myself and my wife from [redacted] to [redacted] through [redacted] website. After purchase, my wife's physician required a second, followup surgery on her back that was not anticipated and was scheduled during our trip, therefore the trip had to be cancelled. When I filed a claim, the coverage was denied.Desired Settlement: Pay claim for coverage purchased.

Business

Response:

[redacted]

Please have the consumer include a policy or claim number so that we may further review.

Thank you,

Consumer

Response:

claims #[redacted] & #[redacted]

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. These terms were readily available in the booking path prior to purchase and also emailed to the consumer.

Specifically excluded from coverage was any loss resulting directly or indirectly from an existing medical condition.

According to the terms of the insuring agreement, we were unable to provide coverage for the consumers loss as the loss was due to a condition that fell under the definition of an existing medical condition and was excluded from coverage.

Sincerely,

[redacted], USA

Review: I purchased 2 tickets to see [redacted] at the [redacted] in [redacted]. The date of the show was December 31, 2013. On my way the show, my right front tire blew out on the [redacted]. I did not have a spare tire in the car and had to call a friend for assistance. My friend went to my house, picked up the spare tire from my garage and drove to where my son and I had broken down. I changed the tire and got back on the road. Buy this time, 3 hours had gone by and we had no choice but to go back home - unable to make it to the show in time. When I purchased the tickets, I took out insurance with Allianz to cover any unforeseen circumstances. The cost for the insurance was an extra $14.00 which I paid when I purchased the tickets. I filed a claim on January 28, 2014with Allianz (Reference Number[redacted]) and provided the required documentation - including the actual unused tickets from the show. The total cost of the claim was $163.50. I waited over a month without a reply from Allianz. I decided to call the claims department on February 25th and spoke to [redacted] ([redacted]) who said she was a claims examiner. She informed me that unless I can provide a repair bill, my claim would not be honored. I explained that the circumstance did not require a repair bill. My friend was able to get the spare tire in my garage and bring it to where we had broken down. Her response was the same - unless I can provide a repair bill I was simply out of luck. To my utmost disbelief, I then asked to be reimbursed for the $14.00 I paid for the insurance coverage. She again refused.Desired Settlement: I would like to have the cost of the tickets ($163.50) credited back to my credit card. I bought the insurance in good faith and never expected I would be declined reimbursement simply due to the fact that I did not incur repair bills - which is something I couldn't afford to do anyway. I am appalled at Allianz's refusal to reimburse me for something that I had no control over.

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.

The coverage specifically provided coverage for a mechanical breakdown on that day of the event.

Unfortunately, without proof of the breakdown, we are unable to provide coverage for the loss.

The claim is currently pending for documentation. The consumer advised that the damaged tire was replaced by a spare. If the consumer can provide coverage to show a tire was purchased to replace the damaged tire we can reconsider the claim.

Thank you,

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.

As stated in the response from the insurance carrier, 'The coverage specifically provided coverage for a mechanical breakdown on that day of the event'.

They are denying my claim based on the fact that I did not supply proof of the breakdown, and therefore they are unable to provide coverage for the loss.

I have explained in my response and in my complaint that I did not incur any expense in this situation. My tire blew out on the highway on our way to the play. I called a friend who picked up a spare at my house and brought it to where I broke down. We put on the new tire and went on our way. By the time the tire was put on, 3 hours had gone by and we weren't able to make the play on time. We had no choice but to go back home. My son was extremely disappointed that we could not make the play (as was I).

Believe me - we would have much rather seen the play than to break down on the highway. I find it appalling that the denial is based on the fact that I did not incur an expense. There simply was not expense - thanks to my friend.

Regards,

Review: I traveled to California for a family visit. I took out insurance on my trip. During my stay, my grandson became hospitalized. My son in law was deployed with the Navy for 8 months and so it was important for me to stay and assist my daughter and family during his hospitalization. I checked with Allianz, explained the situation and asked if my insurance would cover the cost ofrescheduling my return trip home. The attentent at Allianz was very sympathetic and went out of his way to express his concern for my family and my delay. He said, "Yes, your insurance policy will pay for your delay."As a result of his affirmative answer, I spent the time collecting the needed information to fill out a claim form and submit it to Allianz. A few weeks later I received a letter from Allianz informing me that my claim for payment had been rejected because the reason for my grandson's hospitalization did not qualify for insurance payment.I called Allianz and explained that I would not have filed a claim if I had been told my request for filing a claim was not valid. I explained the situation again and the supervisor I was talking with said she would have to go back into the phone records to check on what the original representative had told me. She said it would take a month or so to locate the records. It has now been over two months since that conversation and promise to bring this claim to a conclusion.I am very disappointed at the service provided for this insurance policy. The original agent that replied to my phone inquiry was very professional. The representative that handled my follow up request for information on why the request had been rejected was less than professional.The point is this: If I had not been given the OK to file a claim, I would not have done so. It takes a lot of time to gather all of your records and information to file a claim, to copy it, send it; and then be told: "Oh, you can't file a claim for this." Less than professional!Desired Settlement: The desired settlement is payment from Allianz for the promised cost of rescheduling my flight back home.

Business

Response:

Dear [redacted]Thank you for forwarding this matter to my attention. We apologize for any frustration you may have endured.I have listened to the phone call and during that phone call [redacted] advised that he wanted to know if there was coverage for hospitalization of a family member. Our agent informed [redacted] that you can claim for and seek reimbursement for the illness of a family member. A guarantee of coverage was not made.Our insurance, like any other insurance, has terms, conditions and exclusions that impact coverage. Specifically excluded from coverage is any loss that results directly or indirectly from the following general exclusion: a mental or nervous health disorder (like anxiety, depression, neurosis, psychosis and others), or any related physical complications (physical complication means any physical symptom).We have provided feedback to the claims department regarding your complaint about the service you received. You may contact them directly at [redacted] if you have additional questions or concerns.At this time 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,

[redacted] I would like a transcript of the phone call I had with the original representative who told me that my insurance covered my staying longer in San Diego. Yes, the transcript is the sticking point. They claim that there was no mention of my grandson's condition in the original conversation regarding being cover by the insurance policy. I believe there was and the transcript of the phone conversation is the only way to prove that. Now whether they will provide that or not is the issue.

Review: I purchased an insurance policy through Allianz to reimburse travel expenses in case I needed to cancel my trip. I purchased 2 tickets from [redacted] on January 13th and then 2 additional tickets on January 14th after my wife's doctor determined that she was fit for travel. She was 7 months pregnant, but the doctor checked her out and claimed that she would be safe to fly. I decided to purchase the policy on January 15th just in case she went into labor early. Later that day she went to the hospital with what we thought were Braxton Hicks contractions, but the doctors said she was in labor and that they needed to perform an emergency C-Section. Our son was born 7 weeks early and we could not make our planned travel on the morning of the 16th of January. Because the plan was purchased on the 15th, it did not go into effect until the 16th. The sales person assured me that if something were to happen that caused me to miss my flight, I would be covered and my travel costs would be reimbursed. We provided them with all medical documentation to prove our claim.

My claim was denied because Allianz claimed that my wife was showing signs and symptoms before purchase of the insurance. However, my wife showed symptoms of pre-term pregnancy after purchase of the policy, but before it went into effect at midnight that night. At this point they considered this a pre-existing condition as stated in a denial letter I received. On page 14 of the policy I purchased, it claims that I am covered for pre-existing conditions. It states "You, a traveling companion or family member can have an existing medical condition and you will still be eligible for all coverage and assistance services." Because we meet the criteria for a pre-existing condition and we purchased this as part of our policy. Allianz should honor my claim.

In addition, the salesperson who sold me the policy told me that because my travel occurred after the effective time/date, my travel would be covered if I missed my flight. This was obviously incorrect and Allianz is using deceptive sales practices to entice their customers into purchasing a worthless product.Desired Settlement: I would like my travel expenses reimbursed

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

Our insurance programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage. In particular, our insuring agreement excluded coverage for any loss arising directly or indirectly from an existing medical condition. 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

The insuring agreement also offered a waiver for these excluded conditions, however one of the criteria was that the consumer be medically able to travel on the insurance purchase date.

Unfortunately, as the onset of symptoms began prior to the insurance effective date, and the consumer was medically unable to travel on the effective date of insurance, I regret that we are unable to provide coverage for the loss.

My review does show that the proper decision was made in this matter.

Sincerely,

Claims Escalation Analyst

Bad experience with Allianz Global Assistance insurance from Jefferson Insurance Company
I bought an Allianz Global Assistance cancellation policy form Jefferson Insurance Company for a trip. When I needed to cancel the trip because the country I was going to visit didn't give me a visa (a country with strained relations with the US), it turns out that this policy doesn't cover it. One has to provide the tickets to apply for a visa, so I bought the insurance in case I wouldn't be granted the visa. I have no choice but to cancel!
Of course the insurer suggests that one submit a claim for them to reconsider, but after all the time it takes to do this, I am sure they will still not change their position... First and last time I deal with this company!