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: 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

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

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: 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: 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: 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,

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.