Allianz Global Assistance

Review: [redacted], doing business as part of Allianz, sold me a travel insurance policy (Policy No.: [redacted]) for a flight I was taking to Ireland for business. This policy was identified on the [redacted] site, for a trip to be taken Sep 22, 2015. My trip was cancelled because of business reasons, and I asked for a refund.

However, during the purchase of this insurance, in no way did Allianz mentioned that the conditions for Trip Cancellation refunds were on the basis of "named perils." A claim refund is not mentioned on the web site, nor during purchase. It only appears after the product is purchased, and only if you bother to read the fine print further down were "Trip Cancellation" clauses are provided for the named perils. The only named peril for work is if you are laid off, not if the customer cancels the trip.

This type of marketing for the insurance product is disingenuous at best. The "named perils" clauses could easily be linked to on the site to purchase the travel insurance, but in no way does Allianz make that available until after purchase. They should be required to have a linked to the named perils on the website for making a purchase, and I would like my trip refunded.Desired Settlement: a) Allianz must post a link on the airlines' websites it provides it product for all the "named perils" so travelers have a full understanding of the insurance coverage

b) refund of my ticket to Ireland.

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 programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage. These terms were readily available in the booking path prior to purchase and also emailed to the consumer. We show no error in that submission. The policy also included a 10 day satisfaction guarantee period which enables consumers to look over the policy and decide if it will meet their needs. If not, a request can be made for the full refund of the premium. At this time we are not showing a claim has been filed on the policy. If the consumer wishes to file a claim, she may. The claim will be adjudicated based on the terms of her insuring agreement. Sincerely, Kalinda H[redacted]Claims Escalation Examiner 9950 Mayland Drive Richmond, Virginia 23233 www.allianzassistance.com

I purchased the travel insurance because an upcoming trip dates couldn't be finalized until the last moment. Had to reschedule my flight due to date changes and the airport start location. Allianz denied my claim and needless to say I'm certain is nothing more than another worthless insurance company. Will not use this business again.

Review: Purchased travel tickets for my son and grandchildren on the 23rd of July 2013 and added travel insurance with Allianz Global Assistance. My son called my a couple of days later stating that received a subpoena to appear in court and had to be in [redacted] by August 26th. The return date in the tickets was for the 31st. So I cancelled the tickets, contacted Allianz and they emailed me a claim package which includes instructions to file a claim for nonmedical reasons and it reads "Coverage can only be provided if your cancellation is for one of the outlined reasons within your certificate of insurance. (for example, if you are subpoenaed to court, a copy of the subpoena is required,etc.) . I filled all the documents required and sent them by fax and mail. I contacted Allianz today and they informed me that the subpoena submitted was not valid since it has to do with a previous missed court date in March 2013 by my son. I purchased the tickets and the insurance, not my son. How convenient of them to adjust their rules at their convenience. When you purchase the travel insurance, it does not specify the subpoenas to court that are elegible. This is a personal matter of the person traveling, whether is child support case or traffic violation, it is completely irrelevant. It is a subpoena to appear in court. I paid for insurance but the company does not want to reimburse for the tickets.Desired Settlement: All I want is the reimbursement of the plane tickets purchased and insured with Allianz.

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

I have reviewed the claim documents and we have overturned the denial.

Please advise the consumer to allow 5 to 7 business days for payment.

Sincerely,

Review: I bought on february 23 or 24,2014. only 2 tickets for a circus event in Beaumont Texas for March 05,2014. My husband and I drove to Beaumont from Houston where we have an apartment and just when we was parking the car, we received a phone call about an emergency, so with confidence that I bought the insurance for the tickets, we decided to drive home to get the passport and because we have a dog in Houston, then we drove back to Houston. We spent almost all night driving, from Beaumont to San Antonio and then to Houston.Finally I flew from Houston on March 6, and I took care of the family emergency.I submitted the copy of travel plans and the unused circus tickets to the insurance company by fax on March 27,2014.I called insurance company and they told me to wait, because the were reviewing my case.There is no update and not acceptance that they received the forms in the system even though the customer assistance told me they have them.How long do I need to wait to get my refund?I don't have to submit more paperwork, because I prove them I left the country.Desired Settlement: I need my refund as soon as possible.

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.

Currently, the consumers claim is pending for a completed Physician Statement form and proof of payment for the event tickets. Our records indicate that we have reached out to the insured and advised of this documentation that was needed to finalize the claim. Currently, we do not have the documentation on file. Without this documentation we are unable to complete our review of the consumers claim.

Sincerely,

Claims Escalation Analyst

Allianz Global Assistance

Consumer

Response:

The business have not send me an offer yet 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.]The business have not send me an offer yet, I am submitting more documentation to the business today 5/16/2014.

Regards,

Business

Response:

[redacted],

According to our records, this claim was paid on May 28th after all necessary documenation was received.

Thank you,

Claims Escalation Analyst

Allianz Global Assistance

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: We cancelled my husband trip which was to depart on November 20, 2014 because he had vertigo. I phoned Allianz and informed them he was unable to travel and cancelled his trip. I filled all forms and was denied refund for this travel insurance. My info is :Name: [redacted]Policy No.: [redacted].Desired Settlement: Ticket refund.

Business

Response:

Dear Mrs. [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. Specifically included within that coverage is the following: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.Our records indicate Mr. [redacted] did not see a doctor prior to cancellation of the trip or within 72 hours of doing so.At this time I regret that we are unable to provide you with a more favorable response. Sincerely,[redacted]Quality AnalystClaims Quality Assurance9950 Mayland DriveRichmond, VA 23233www.allianzassistance.com

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 ruled on the side of the consumer and overturned the denial of the claim. For any payment updates, the consumer may contact the Claim Department at [redacted]. Sincerely, [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,

Review: On 7/20/2013 I made a reservation for a car rental online via [redacted] for a car through [redacted] in Managua, Nicaragua. I was offered auto insurance protection from Allianz for $36.00 for my rental, which I accepted. The Policy # for this insurance is POLICY# [redacted]. Upon arriving at the [redacted] in Managua, I was told that [redacted] did not honor 3rd party insurance for their rentals because, as mandated by Nicaraguan law, I must purchase the mandatory insurance coverage that they offered via [redacted]. The coverage of this insurance policy fully overlaps the Allianz insurance and hence the Allianz coverage is 100% not necessary, nor is it accepted as the sole coverage of the vehicle. I contacted Allianz on 8/23/2013 to request a refund for their policy #[redacted]. They told me I could be refunded only if I have the original rental contract, which unfortunately I do not (my mistake for not saving it). I did however, send Allianz a PDF of the credit card receipt for the full rental and insurance coverage. I also told them they could verify that I did indeed purchase insurance via [redacted] in [redacted] My complaint is that although I do not have the original insurance contract (again, my fault), this should not be necessary to prove this refund request. The bottom line is that 3rd party insurance via Allianz is NOT ACCEPTED at this car rental location, therefore the advertisement of such service was fully misrepresented as it CANNOT BE USED. I explained this to Allianz and they said "there is no we we'd no if it's accepted everywhere". I would suggest that they are being willfully ignorant, as they could easily find out that their insurance is not accepted as a 3rd party coverage in the entire country of Nicaragua (mandatory law). This is willful ignorance at best, criminal negligence at worst (although I don't know the legality). I am simply requiring a refund of $36.00 to close this matter.Desired Settlement: I am simply requiring a refund of $36.00 to close this matter.

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

I am sorry to hear of the inconveniences you encountered during your travel to Nicaragua.

As explained by one of our customer service agents, our insurance does not exclude travel to Nicaragua, and thus would have covered you if you had to file a covered claim.

According to your claim, you have been charged twice for insurance.

We have accepted the documentation that you have submitted and issued a refund of the policy in the amount of $[redacted].

Sincerely,

Review: I purchased travel insurance from Allianz Global on July 15, 2013 for an October 2013 trip. I had been diagnosed with acid reflux in June 2013 by 2 doctors and treated accordingly. I was diagnosed with cancer on August 22, 2013 and while seeking treatment was forced to cancel my trip. I filed a claim with Alliamz and was denied due to pre-existing condition even though no one even suspected cancer when I bought the insurance my only problem was heartburn. I have appealed and tried several avenues with Allianz but they continue to say since I had heartburn symptoms they consider my cancer as pre-existing although not found for months afterward. I think they have taken an unfair interpretation of the policy terms to keep from paying. I have heard complaints about this company while seeking treatment in Texas from hospital staff who have dealt with them with other patients as well. My daughter had insurance with another company who did pay her claim since we did not know of my condition when the policy was purchased.Desired Settlement: I would like my claim paid so that I may pay the credit card company for my unused ticket.

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 prior to purchase and also emailed to the consumer at the requested email address.

According to the claim documents, the date listed as the onset date of symptoms by the physician was a date that was during an exclusionary period as listed in the consumers insuring agreement.

Due to this, we are unable to overturn the denial.

Regards,

Review: I booked a flight through [redacted] for my son who is active duty military. He wanted to come home on leave for Christmas of 2013. I did not know whether the airline arrangement that I made for him would be convenient for him. My son was newly assigned to [redacted] in Shreveport, Louisiana. He had only been there a few days and did not know exactly what his schedule was but he knew he would be coming home sometime the week of the 20th 0r 21st. I knew that my son was a new Airman in the Air Force so he didn't have much money. I booked a flight for him that he tentatively told me would be his departure date from there to home. I purchased his ticket through [redacted] and also purchased cancellation insurance through Allianz. Upon finding out from my son that he would have a problem making this flight because of last minute information that he got from Air Force officials. He would have to do some processing that was unexpected and crucial to his processing in to [redacted]. I then phoned Allianz to let them know that my son could not fly on the date purchased and that I would need to file a claim for my money to be refunded. I was told by the representative that I probably would not be able to get my money back at all but I was welcome to file for a refund but I would have to have some sort of documentation proving that my sons leave was not approved. My son had no documentation because his leave had not been requested at this time. He had only been assured by his supervisor that it would be okay for him to take leave. He had filed no paperwork yet. Allianz let me know from the beginning that they would probably not honor my request and honor their claims on the website that I paid for cancellation insurance.Desired Settlement: Refund the cost of the airline ticket that I purchased and stop deceptive practices.

Business

Response:

[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,

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.

I tried to get my money back within 1 hour of purchase and was told by the representative that I spoke with at Allianz that I would probably not get my money back because the reason that my son was denied lease was not a viable reason. I was not told at any time of a ten day cancellation period. Even though I called them within one hour to stress my dissatisfaction.

Regards,

Review: Made reservations for San Francisco trip in August 2014 and purchased insurance, because reservation had a no cancellation or change clause. The insurance selection is located as one of the selections to pick for $22.74 (The insurance as listed on the confirmation page is called hotel protection) while completing the reservation information, but I found out that it's not. It what is called a bait and switch. Show you one thing and give you another. The reason for my cancellation was that my fiance had made reservations for a different hotel . I also found out that the hotel has been reported to have a bed bug infestation. This is what I mean by a bait and switch. I paid for the insurance assuming that it would cover the need if necessary to cancel., but speaking with [redacted]., (case# [redacted]) and [redacted] ([redacted]), it appears I will not get me money back. This is a rip off. [redacted] needs to remove that option from it's web page or be honest and inform customers that Allianz Global Assistance is not part of their organization. This company is ripping people off and [redacted] is part of the ripping people off and I will personally let all my friends know not to use your site for any of their travel needs..Desired Settlement: I want my money back. The total was 591.12 ASAP

Business

Response:

Dear [redacted]:

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

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

Upon review of all of the named perils that are listed in the consumers insuring agreement, unfortunately, cancelation of your hotel room due reading reviews of a possible bed bug infestation and booking a room at a different hotel was not listed as a named peril in the insuring agreement.

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

Sincerely,

Claims Escalation Analyst

www.allianzassistance.com

Consumer

Response:

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

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

Regards,

Review: We purchased travel insurance from Allianz Assistance via [redacted] website for a trip we were to take in July 2014. Unfortunately, we had to cancel the trip due to financial issues. During the process of purchasing the insurance as well as immediately after canceling we were told that financial hardship would be a covered reason. Once we filed our claim to refund incurred costs, it was denied. Reason for the denial was financial hardship was not a named covered event. Unfortunately, their website does not call this out unless you dig down deep into their policies nor did their agents we talked to prior to purchasing the policy. As a matter of fact, one person told me directly that financial hardship was a covered event. Only when I talked to an actual claims adjuster was I told the first person was wrong. They stated that the initial "sales" people are not claims adjusters and have the right to state something is covered without actually talking to a claims adjuster. Furthermore, I was told by the claims department supervisor that I should have contacted their claims adjustors department prior to purchasing (normally not allowed by sales) to verify coverage and sales just "stated everything would be covered" type of message. To me this is false advertising that cost me not only the price to cancel my airline tickets but their insurance premium as well.Desired Settlement: Please refund the amount of my airline tickets ($800) as claimed and promised by Allianz's sales department. It does not matter that only a claims adjustor can decided what is covered or not if your sales group is making promises as to what is covered or not.

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 emailed to the insured immediately after purchase along with a 10 day satisfaction guarantee period which allows the consumer to look over the policy to decide if it will meet their needs.

Financial hardship was not included as a named peril in the consumers insuring agreement. We also have not been able to locate a phone call in which one of our agents advised the consumer that it was a covered reason. If the information was provided to the consumer by the airline, the consumer may want to contact the airline for any additional recourse.

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

Sincerely,

Claims Escalation Analyst

www.allianzassistance.com

Consumer

Response:

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

I do not know why they have no record of our calls but we called several times from either [redacted] or [redacted]. Maybe their records are incorrect or they don't actually record/save calls from last February, I personally don't know. I do agree it was not a "named" coverage but their sales stated it would be covered, not once but twice. Their website puts the requirements several clicks down while stating that most items will be covered (false advertising) which is also mentioned in a lot of the complaints listed against them via Revdex.com.org. They should do the right thing for a customer and honor their mistake and refund my cost for canceling the trip or worst case the cost for the insurance as a "good measure." Policies should be changed along with their website to clearly state what is or is not covered rather than making a person hunt it down.

Regards,

Review: Purchased the round trip ticket on 04/29/14 for 05/15/14 travel and then changed the travel date for 05/29/15. The Plan effective date was 04/30/14 Policy number [redacted] for [redacted]. The amount paid was 20.55 USD.

Trip cancellation - 411.00

Travel/Trip Delay - 200.00

Trip Interruption – 411.00

On 05/21/14 I was told by [redacted] of Jacksonville, Florida that an emergency surgery on my back is needed and not allowed to travel. The surgery was performed on 05/22/14. I cancelled my trip and file a claim. I provided all the documents including the doctor’s letter. Allianz denied my claim under “pre existing condition”. TI will not planned the travel if I knew I will have surgery and if I have a pre existing condition I would have schedule my surgery where it will not affect my travel plans.Desired Settlement: They need to honor the refund for trip cancellation of 411.00

Business

Response:

[redacted]:

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

Our insurance, 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. 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 medical documentation on file indicates that the condition which caused the loss was symptomatic during the exclusionary period. As the insuring agreement excluded coverage for these conditions, I regret that we are unable to overturn the denial of 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.

This is a chronic condition I have had since 2004, due to a car accident. I had surgery in 2006 on my back...[redacted] performed a Diskectomy...he is with [redacted], [redacted].

My Primary Care Physician for this initial accident and years after was [redacted] with [redacted], at [redacted].

He also sent me to a [redacted] Specialist, [redacted] with [redacted], [redacted].

Then, I was involved with another accident, neither my fault, in 2009, which reinjured everything. I continued with [redacted] for some time and then requested another [redacted] Specialist due to no improvements. I went to [redacted] with [redacted], at [redacted]. During my time with this [redacted] facility, it was deemed necessary for another surgical consult, which was to [redacted] with [redacted], at [redacted].

I ended up having 2 surgeries with this surgeon on 4/17 and 5/22, which is the paperwork included with my claim.

This is not a problem that began 120 days before my flight was to take place, but a chronic problem for over 10 years.

Please contact the above referenced facilities for further information, and to confirm this letter so this may be resolved quickly.

I should not be punished for this because I have a lifetime of pain ahead, and request a refund of my flight please.

Thank you,

Review: Hello,

I have been working with this firm since March 23 to pay claims on a travel insurance claim. 1. They haven't paid all the claims. 2. They do not provide any details on the claims paid. I call them and call them and provide information on the website with no satisfaction.

Secondly, I ask to escalate the issue internally and I am told that someone will call me. No one has ever returned my calls. Please help me in making sure that these claims are claims are paid and explanation of benefits is provided.

Their service has been horrible. I'm on month 3 without complete resolution. They have made a partial payment but not a complete payment.Desired Settlement: 1. Pay the medical claims of:

$7.19 to [redacted] $95.42 to [redacted] $389.72 to [redacted] $13.69 to [redacted] 2. Pay the following claims to [redacted]:

$161.45

$1061.01

$155.39

$289.64

$54.61

$224.35

3. Itemize their payments and give me a complete accounting of my claim.

4. Apologize for their inferior service.

Thanks!!

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.

A request has been made for the examiner whom finalized the claim provide the insured with a break down of what was paid for clarification. If additional amounts are owed, the claim will be reviewed for additional payment according to the terms of the insuring agreement.

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.

Allianz keeps promising me a breakdown and they never provide it. This issue is not resolved until someone takes full accountability to provide details. Thanks.

Regards,

Business

Response:

[redacted],

Records indicate that this was prepared and sent on August 4.

Thank you,

Consumer

Response:

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

On the detailed explanation, not all of my medical charges have been paid. I will submit charges for [redacted] dated 3/14/14 for $13.69 and for [redacted] dated 3/14/14 for $7.19. Unless, Allianz can show that those were paid. Thanks!

Regards,

Review: Today I received the "final" correspondence from Alliance essentially stating that they will not pay for a wig stolen from our travel bag in an airport --- in August. I will attempt to stay with the pertinent facts. We live in a retirement community that scheduled an Alaska cruise through the L[redacted]. Thirty five of us went and we bought Allianz Travel Insurance because that is the type that was offered. Seven or eight of the group, including my wife and myself, requested wheelchair assistance in the airports. Let it be said that [redacted] provided less than satisfactory wheelchair service in that they would push group members to some spot and leave them while they went back to get others. On the last leg of our return trip, my wife and I were left for a long period and were the last to get to baggage claim. Our charter bus was waiting with all passengers on board and all luggage loaded when we got there. We noticed that a zipper compartment was open and empty. My wife remembered that she had put a ship's "closeout sale" dress in the compartment because we already had our suitcases closed to place in the hall after dinner. We attempted unsuccessfully to file a claim at the [redacted] window (which was really a United Airline window with a very small "[redacted]" marking on it. Since the item was inexpensive and the bus could not wait much longer, we gave up and boarded. When we emptied the suitcases the next day (August 28), my wife noticed that her wig was missing. Then she remembered that she also placed her wig in the zipper compartment to save the effort of opening the suitcase. The wig was a $265 item. I immediately called [redacted], the [redacted] Travel Agent, and she said that she would report it. She notified me by email that she had reported it and Allianz said something about "she probably left it in the cabin on the ship." After a few days with no information, I emailed [redacted] again and found that she was out of town with a family emergency. (MORE - ASK)Desired Settlement: Sorry, the "Complaint Description" cut me off - understandably. In any case with further available information, it can be seen that I did what was required.I want payment for the replacement wig.

Business

Response:

Dear [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, [redacted]

Consumer

Response:

The Allianz Claim # is: [redacted]; the policy # is: [redacted];

Business

Response:

Dear [redacted] Thank you for forwarding this matter to my attention. I apologize for any frustration the claims process may have you.Our insurance, like any other insurance, has terms, conditions and exclusions that impact coverage. Specifically included in those terms were the following: You file a report giving a description of the property and its valuewith the appropriate local authorities, common carrier, hotel or tour operator within 24 hours of the loss.According to the claim documentation, this requirement was not met. At this time I regret that we are unable to provide you with a more favorable response. [redacted]

Consumer

Response:

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

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

Regards,

I contacted my travel agent within the 24 hours and she contacted Allianz within the same 24 hours. If Allianz did not request a claim form at that time, it is not my fault. I expect the payment of $265.If Allianz will not settle the matter with Revdex.com, my next step is the Virginia State Insurance Adjuster.

Consumer

Response:

Sirs: Since I have not heard from you, I assume that Allianz did not contact you. Yesterday I received a check from them for full payment of my stolen item. I appreciate all your help and have not changed my feeling for Allianz. Sincerely, [redacted]

Review: The terms to excercise the event insurance described by the representative are ridiculous and in a difficult situation not an option. Misleading

I purchased tickets to a concert back in September. I cannot attend the concert which is tomorrow so I called Allianz to exercise the insurance I purchased. The representative asked why I could not go to the event and I explained that it was a family situation, an illness. He then proceeded to say that I had to provide evidence from a doctor that the family member is ill. That is something I cannot provide today, and don't know that I can provide at all. This is an invasi�³n of privacy for the person who is ill. The concert is tomorrow. Bottom line... if the conditions to exercise this insurance would have been explained in detail when it is offered on line, I would have most likely not purchased it. It puts a person who is going through a difficult situation in a stressful position which is the last thing I need at this time. Hence, the insurance sales tactic is misleading, and should not be allowed.Desired Settlement: I would like to get the money for the tickets I paid, and a refund of this ridiculous and misleading insurance. This should not be allowed. Why would a person buy insurance for an event if they are going to require all of these things. I would not cancel going to an event just for the sake of it. Something had to come up that would prohibit me from attending. The stipulations for exercising the insurance should be clear and concise which they are not.

Business

Response:

Dear Ms. [redacted]Thank you for directing this matter to my attention. We apologize for any frustration you may have endured.Our insurance programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage. Within those terms we require that you provide any requested proof of loss. These terms were readily available in the booking path prior to purchase and also emailed to you on 9/6/2014. 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 those 10 days. At this time, I regret that we are unable to provide you with a more favorable response. Sincerely, [redacted]

[redacted]Claims Quality Assurance9950 Mayland DriveRichmond, VA 23233www.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,

Review: Allianz claim #[redacted]

First, I want to alert you I have a new address my old address was in [redacted].

My traveling companiom, [redacted] and I bought travel insurance in case one of us beame I'll and could not make the trip. [redacted] became I'll and was unable to go on the trip. We were told our money would not be refunded to us because she had a pre-existing illness and they do not cover those. We were never informed they do not cover pre- existing conditions prior to our purchase. Because both myself and [redacted] have health problems we bought the policy

For that reason.Desired Settlement: We want the cost of the trip to be refunded to us

Business

Response:

Dear Ms. [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. We show no error in that submission. The policy also included a 10 day satisfaction guarantee period which enables consumers to look over the policy and decide if it will meet their needs. If not, a request can be made for the full refund of the premium.Upon review of the claim, the cause of loss was due to a general program exclusion. Due to this, I regret that we are unable to honor the claim for reimbursement. Sincerely,Kalinda H[redacted]Claims Escalation Examiner9950 Mayland DriveRichmond, Virginia 23233www.allianzassistance.com

Review: I purchased trip insurance for a vacation via this company. My mother was admitted to a hospital and we had to cancel our trip. The insurance company told me that since my insurance was purchased after my mother entered the hospital that her condition was considered pre-existing. I had no idea my mother would need to be hospitalized. She had no pre-condition for congestive heart failure that caused her to be admitted. Allianz did not clearly explain these issues in their printed materials prior to purchasing the insurance. If they considered this situation to be pre-existing, they should never have allowed me to purchase the insurance to begin with. Lastly, they never informed me about the claim being denied - I had to call them to find out the status.Desired Settlement: I request a refund of the cost of the trip insurance that I paid. The company falsely advertised their product.

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. We would have no way of knowing what reason may cause a person to cancel which is why we make the terms readily available for viewing prior to purchase and also email to the address provided. 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 medical documentation on file indicated that the cause of loss was symptomatic on 1/12/16 which was during the 120 day exclusionary period as the insurance was purchased on 1/16/16. Due to this, I regret that we are unable to overturn the denial of the claim. Sincerely,Kalinda H[redacted]Claims Escalation Analyst 9950 Mayland Drive Richmond, Virginia 23233 www.allianzassistance.com

Do not ever Buy this insurance they are a SCAM! When you buy it you are not told of the over 13 pages of legal ease. You are lead to believe that if you have to cancel an event you are covered when in fact You have to prove that you had an emergency to include a death certificate in order to get a refund. This is a terrible company please never use them.

Review: I purchased "Travel Insurance" from the company. The policy included coverage for travel delays. My travel was delayed due to an Air Traffic Control request that [redacted] reduce the number of their flights flying into [redacted]. Because of this and the fact that AA had no other flights from [redacted] to [redacted] in time to make my connection to [redacted] I was told by [redacted] to return the next day to travel on the same flights. I notified Allianz of this delay and requested claim forms. Upon returning from my trip I filed my claim which was immediately denied because the delay occurred within 100 miles of my home. In addition I had prepaid a hotel stay in [redacted] and lost the cost of 1 nights lodging because I arrived 1 day late. Allianz also states that they do not cover "Prepaid Expenses". What then is the purpose of "Travel Insurance"Desired Settlement: I am not asking for a refund of the cost of the supposed travel insurance, just the reimbursement of my claim.

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.

The consumers claim has been reviewed. Reimbursement for the taxi expenses has been processed. As the Travel Delay benefit did not provide reimbursement for pre-paid expenses we are unable to cover the loss for the lodging. Each benefit is explained in the consumers insuring agreement.

For any updates, the consumer may contact the Claim Department at [redacted]

Sincerely,

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: Having satisfied Allianz with thorough medical documentation of why airline tickets for my family needed to be cancelled early in February 2013, and being assured in March that the checks were in the mail, my family has yet to receive those 2 checks as of May 18. I have spoken to 7 claims people since April 8. There was one legitimate address error early on, and one unexplainable address error in March that is still unresolved. Bottom line is that approved claim ([redacted])has not been resolved as promised and promised re-imbursement is not received 3 months after approval.Desired Settlement: Checks in the names of [redacted] should be sent immediately to the address provided 3 times:[redacted]when this transaction has occurred

Business

Response:

Dear [redacted]:

We do apologize for the consumer's frustration regarding the issuance of her claim payments. To expedite resolution, we set up a new claim for her and had the payments issued on Friday. She should receive those at the correct address in the next 3-5 business days.

Sincerely,

Review: The complaint is regarding a travel insurance policy not being honored. I had a vacation trip and purchased an insurance policy from Allianz Global Assistance, my policy number is [redacted]. The coverage included trip interruption caused by the following: “Death You, a traveling companion or family member dies. Specific requirement: A traveling companion’s or family member’s death must occur before or during your trip.” Unfortunately I had a death in my family that occurred in the middle of my vacation and to accommodate to this event I incurred in additional transportation expenses. I had to purchase two additional flights for my wife and I; one to travel from the vacation location to the city where the funeral was held and another flight from this city to home (Houston). According to the policy the trip cancellation protection is $599.17 per person. The total additional transportation expenses I incurred for both my wife and I totaled $1,663.96. The breakdown of the fees is $371.04 to travel from the vacation location to the city of the funeral and $1,292.92 for the flight to get back home. I submitted claim [redacted] and the insurance company only covered the flight to travel to the city of the funeral ($342.36) but not the flight to reach my final destination in Houston, TX ($1,292.92). I called customer service for clarification at [redacted] and spoke with [redacted] at 1406hrs for 12minutes on 08/20/13 and her explanation was that the policy only covers the first change. In other words, according to her my “first change” was the flight to the city of the funeral and the “second change” was the flight to home which was not covered. I had read the policy and I was not aware of any “first or second change” coverage so I asked her to show me where this was mentioned in the policy which she was not able to verify and referred me back to the contract. Under Section 2 (“What this policy includes”) page 9 the policy states the following for trip interruption coverage: “Reasonable transportation expenses for getting to your final destination or a place where you can continue your trip”. Since no further details exist my understanding of “…expenses for getting to your final destination” include the flight to get back home ($1,292.92) which is my final destination but apparently the insurance policy only honored the second part relating to “…place where you can continue your trip”. The context of the coverage implies “option A OR option B” with no additional details regarding the “first or second change”. Given this I want to request a refund for the expenses incurred to reach my final destination as per the insurance contract provided to me after purchasing the policy. Since the policy only covered $599.17 per person and I spent $646.46 per person on the flight to reach our final destination I am requesting the difference minus the check of $185.52 already provided per person. The remaining amount owed per person is $413.65 (total: $827.3).Desired Settlement: The business should honor their contract and refund $827.3.

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention. The consumer is correct that his trip interruption benefit reimburses the additional transportation cost to get to his final destination OR to a place where he could continue his trip; not both.

Accordingly, we only reimbursed the first change which was the flight to get to the place of the funeral in Mexico (the place where he continued his trip) and the additional cost incurred $185.52 for a total payment of $371.04.

My review does show our payment was proper in this situation.

Sincerely,

[redacted], Regulatory Claims, USA