Allianz Global Assistance

Review: I purchased insurance with Allianz prior to my flight to Detoit, MI on 6/9/13. My trip was made due to my mother being in the hospital and seriously ill. I had scheduled my return flight for 6/17/13. Unfortunately my mother passed away on 6/13/13. Due to her funeral taking place on 6/19/13, I had to reschedule my flight back for 6/20/13. [redacted] charged me $[redacted] to make this change. Upon returning home I called Allianz and received instructions on how to file a claim and the information (including my mother's death certificate) I faxed everything to Allianz on 7/23/13. As of today (9-11-13) I had not received any information about my claim. So, I called them and spoke to a man in customer service. He proceeded to tell me that a letter was sent to me on 8/3/13 which told me that I needed to send additional information. When I tried to tell him that I had never received this letter he talked over me and again told me they had sent the letter. He was rude and unprofessional. He continued to tell me that unless I sent the information they would not continue with my claim. I would like to know why I never received this "supposed letter", and also why I was not instructed to send this information when I originally called to find out what information needed to be sent. Due to the reason why I had to make this change in the first place was bad enough, but then this matter wasn't dealt with in a timely matter and I had to deal with a very rude customer "service" agent, only made it worse. I am disgusted by this whole event. I told the agent that I would never purchase their product again and that I would certainly inform family and friends not to either.Desired Settlement: I would like my $[redacted] refunded and a formal apology for the way I was treated by the customer service agent.

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

Please have the consumer provide a policy number or claim number so that I may assist her appropriately.

Sincerely,

Review: I purchased Allianz insurance to cover a stay at a hotel during a business trip. The ad suggested that it would cover last minute cancellations. However, when I had to change travel plans at the last minute and tried to file a claim, I was told that the insurance basically only covered cancellations due to extreme circumstances such a severe weather (tornados, floods, etc.) and severe medical emergencies. I filed a claim and it was, of course, denied because my reason for having to cancel was due to business obligations, not a weather/health emergency.Desired Settlement: Refund of the cost of the insurance - less than $10.

Business

Response:

Dear Ms. Boykin:

Thank you for forwarding this matter to my attention.

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

Sincerely,

Review: I am a High School Student under the legal "ADULT" age of 18. I purchased a ticket to an event online and was offered insurance in case I could not attend the event. I was not notified of any clauses involved in the acceptance of this insurance. I was notified by my school a week before my event that I had to attend school on the same day as the event I bought the ticket for.

I tried to use the ticket insurance to get my money back and they refuse to give me back my money.

My mother called on my behalf and explained that by me not being an adult they should honor the claim but the company refuses to give me back my money.

I looked at the website again and it does not clearly spell out any clauses or conditions that they would not honor. I feel they charged me for insurance on a ticket that they never intended to honor.

After my mom called them they emailed her the copy of the ticket insurance, at my age, I would "NEVER" qualify to get my money back. I feel like they lied to me and misrepresented what the insurance was for.

Not only am I going to miss my event but I am losing almost $100 of my saved money.Desired Settlement: I want my money returned to me.

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 the purchase of the insurance along with the following language:

Limitations apply. See full Coverage Details

The consumer is able to click on “Coverage Details” to obtain a full copy of the insuring agreement. We also offered a 10 day satisfaction guarantee period in which the policy could have been canceled if it did not meet the needs of the consumer. Unfortunately, the cause of loss was not one that was listed in the consumers insuring agreement.

At this time I regret that we are unable to overturn the denial.

Manager, Regulatory Claims, USA

Review: This is a well known company that purports to protect you when you buy a policy. Unfortunately, the company, in our experience, does not do what they claim. They did not accept collect calls from China. They did not offer to help when my wife became ill. They tell you to do what you need to do, and save receipts. They did not offer to get us a flight home, when we needed to return to the states because of medical emergency. They did not even have a working fax machine to accept the many pages of proof of illness and expense. They did not pay claims (even partially) in 10 days (claimed they were very busy). Did not pay all of the expenses submitted (i.e. ride from airport to home, as they said very sick person could have taken a bus or something). Did not pay for the taxes and surcharges from airline for flights and changes. Best suggestion, be very careful if you deal with this companyDesired Settlement: Be paid for the claim!

Allianz:

Our records indicate you still have not paid for documented cost of airline ticket taxes paid to [redacted] for the complete trip, $1477.44.

You have NOT paid documented airport transportation of $269.

You have declined to pay hotel bills.

You have asked for additional information concerning medical and doctor’s costs. These were paid by [redacted] In addition, your company did not perform services claimed to be part of your contract when we needed them while in[redacted]. You did not accept collect calls. You did not help with arranging a doctor. You did not offer, nor help, with arranging emergency transportation back to our home.

As it has been months and no written information has been received about the missing amounts, if we do not hear back from you concerning that unpaid portions of the claim, we will file a complaint with the Massachusetts Attorney General, the Massachusetts Insurance Commissioner, and a claim with small claims court in our area.

Business

Response:

Dear [redacted]

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

I am sorry to hear the consumer had a difficult time calling while overseas. All of our insurance plans include a collect number that lets the operator know that we accept all collect calls.

According to the claim notes, the claim was paid in separate installments as the Claim Department received additional supporting documentation.

The consumers claim was reviewed and processed based on the terms of their insuring agreement. At this time, further payment isn’t available on 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.

Respectfully disagree. This company doesn't cover their advertised claims. They were supposed to arrange and pay for air. They offered no help, and no offer to book flight. Our travel agent is aware of their lack of help, and I even documented that to them.

Regards,

Review: On July 30, 2014 , I took out traveling insurance policy for a car I decided to rent for July 30th 2014 to August 3, 2014 . I decided not to rent the car. I called Allianz Global Assistance about one hour after and canceled the policy. A refund of $45.00 was supppose to be issued to me. To this date , I have not be issused a refund of $45.00. I've contacted them three times, and they have sent me a confirmation of the cancelation, saing that I will be refuded. When I recently spoke to the comnpany, I was told that my bank was the hold up, that they would not release it to my account.

Their phone number is [redacted] Date Issused July 30, 2014

Policy identification number: [redacted] TYPE OF ORDER: GATEWAY

Person Insured: [redacted] Date purchaced: July 30, 2014

Travel dates: July, 30 2014- August 3, 2014

Total amount: $45.00Desired Settlement: Total refund of $45.00

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 records indicate that the consumer’s policy was canceled and refunded on July 30, 2014. The consumer may want to check with their credit card company for an update.

Sincerely,

Review: Our church group was traveling to NY. On 3/2/15 my foot just started swelling. Went and had an x-ray but nothing showed up. Since then my foot keeps swelling and I am unable to walk. We had been planning this trip for over a year. The person who booked out flight with [redacted] booked the flight and asked if we wanted the insurance in case something happened and we were unable to go. We all purchased the insurance and now Allianz will not refund the money. I called and sent an on line request and no one will respond. At the time the girl that booked our flight was not told anything about not getting our money back. Why have insurance if you can't get your money back. On 3/2/15 I was still planning on going to NY on 5/7/15 but now I am unable to walk. The other people in our group went but I was not able. Why buy insurance if it is not going to pay anything?Desired Settlement: I just want the money I spent on my ticket. I gave plenty of notice for [redacted] to sell another ticket for my seat. This is just like double dipping. You get 2 people to pay for the same seat. I just want the $327.20 I spent on my ticket

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 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 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]

Consumer

Response:

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

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

Regards,

When asked if we wanted the insurance it was implied that this was to cover us incase we could make our flight. At no time did were we given any disclaimer that a pre-exisitng injury or illness would cause us to lose our money. I gave an advanced notice so my seat could be sold. Why buy this insurance if it does not protect the traveler in case they are not able to fly for any reason. This is just a scam to take peoples money and to get paid 2 times for the same seat. This type of claus should be told to the buyer at the time the insurance is bought. It is sad that they take advantage of people and try to get away with it.

Review: While reviewing my bank statement recently, I saw I had been charged by Global Allianz.

As I made no INTENTIONAL purchase from them, I went back to see when it occurred.

While purchasing some concert tickets, Global Allianz his a small paragraph asking you to buy their insurance,

and the 'YES' box was already checked, making this an OPT-OUT situation instead of an OPT-IN. In addition,

the price of the concert tickets reflected the price I intended to pay, and Allianz Global's add-on price was intentionally not tacked onto the final price.

I contacted the company to resolve this issue, and they will not respond.Desired Settlement: Request a refund of the price Allianz Global tricked me into paying. I doubt they will cease this practice on their own.

I am likewise filing a complaint with the VA States Attorney's office, suggesting Allianz Global be investigated for this corrupt practice.

Business

Response:

Dear Ms. [redacted]:Thank you for forwarding this matter to my attention. I apologize for any frustration regarding the purchase of insurance on vividseats.com website. I have reviewed the complaint. Currently, on the vividseats website, the insurance is offered in the booking path. Yes or No are the choices, both options are blank and you could choose either yes or no. I have forwarded the consumers request to the Customer Service Department for cancelation. Currently I am not able to see where the consumer reached out to them. If he has additional questions, they may be reached by calling the number on the credit card statement. Thank you,Sincerely,Kalinda H[redacted]Claims Escalation Examiner9950 Mayland DriveRichmond, Virginia 23233www.allianzassistance.com

Consumer

Response:

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

In their response to my Revdex.com complaint, Allianz Global claimed-"I have reviewed the complaint. Currently, on the [redacted] website, the insurance is offered in the booking path. Yes or No are the choices, both options are blank and you could choose either yes or no."This is patently false. The option for YES is already checked, and in tiny font, making it difficult to read. Is Allainz Global suggesting I chose to purchase their product, then suddenly complained about being tricked into it 2 days later?Considering the large number of complaints similar to mine, all of which have the same ("Both boxes are blank, and you could choose yes or no"), it is obvious that Allianz Global DOES ensure the YES box is checked, and simply repeats the same lie on every Revdex.com complaint.Allianz Global also claimed-"Currently I am not able to see where the consumer reached out to them. "Again, false. I clicked on the 'Customer Service' link provided in their email to me, filed my complaint, and no response was given. Now that I have filed a Revdex.com complaint, My refund magically appears. That this business maintains an A+ rating is ridiculous. Instead of allowing Allianz Global to game your system, I suggest Revdex.com take a closer look at their business practices. I see many many complaintssimilar to mine on the Revdex.com website, so it's obvious that an A+ rating is not warranted.

Regards,

Review: Booked flight to attend a pre-retirement conference. Paid for flight cancellation insurance. Had to later cancel flight because conference was cancelled. Would be conducted in another state. Requested payment from alliance for plane reservation. States it didnot meet the criteria for canellation repayment. States only specific situations, events and losses included in the document. States the cancellation /delay of a conference is not included among those reasons. When buying the insurance states if for any reason you have to cancel your flight.Desired Settlement: I would like replacement of payment of plane flight ie. 305 dollars. If this is not possible, at least I believe Allanz should make it very plain at the the time one purchases the insurance that the company only pays for certain reasons a trip is cancelled.

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 in the booking path prior to purchase and also emailed to the consumer. We show no error in that submission. Unfortunately, the consumer’s cause of cancelation was not listed as a named peril in the insuring agreement. For this reason, we were unable to honor the claim for payment. Sincerely,Kalinda H[redacted]Claims Escalation Examiner 9950 Mayland Drive Richmond, Virginia 23233 www.allianzassistance.com