Allianz Global Assistance

Review: I purchased travel insurance from Allianz Global Assistance (insurance underwritten by [redacted].) I am a care-giver for an elderly dementia patient as this person has no relatives in the local area. She requires my care on a daily basis for bathing, exercise, and transportation. I made arrangements for alternative care while I was away. Unfortunately, eight hours before I was scheduled to depart, she became confused and upset about the fact I would not be available for the next two weeks. I could not go away and leave this person in such a state. In addition, we experienced an issue with the shower in her residence that evening making it impossible for her to bathe. As such, I cancelled my trip.I purchased the trip insurance based on the stated claims of this company on their Web site. The information presented on the website indicated medical situations are a good reason to take out insurance. Unfortunately, I found the company is so restrictive in their definition of a medical emergency that almost anything a normal person would consider an emergency wont be included. Specifically Allianz stated since my patient was not in imminent danger of death my situation was not covered under their policy. If this company is going to promote insurance based on medical emergencies they should clearly state in their advertising that a medical emergency must be a life or death situation to be covered. The impact my absence on the health and welfare of a dementia patient is a medical emergency. I understand they do give you the opportunity to review an insurance policy. However, how many people are going to read through 20 to 25 pages of legalese to attempt to determine what is or is not an emergency. This organizations Web site is deliberately misleading in what situations are covered. They should state specifically on their Web site their definition of a medical emergency is extremely limited and most cases will not be covered. I am not the only one with an issue with this company. A check of the Revdex.com shows over 500 complaints over the last three years.If nothing else, I want my premium of $21.00 dollars refunded. This company should also be forced to clearly indicate on their home page the extremely restrictive nature of their coverage.Desired Settlement: Refund of premium paid ($21.00.) Also, this company should state in clear terms on their Web site reimbursement for medical issues is very restrictive. Specifically, a medical situation must be a matter of life or death in some cases. This would clearly convey to potential customers the restrictive nature of their product.

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

Like any other type of insurance, our products have terms, conditions, and limitations that impact coverage. Our products are not “all risk” in nature, and not every unforeseen situation is one which triggers coverage.

So that consumers are clear in that regard, we indicate the following in our contracts:

Travel insurance doesn’t cover everything. It’s designed to protect you when there’s

a sudden, unexpected problem or event.

Please see Section 3, What this certificate excludes, for more information.

Unfortunately, the consumer’s insuring agreement contained an exclusion for any claim arising directly or indirectly out of a mental or nervous health condition.

In order to ensure that we are not being arbitrary and capricious in deciding what may or may not be considered a mental or nervous health disorder, and as the illnesses listed are not limited to the ones mentioned, we refer to the Diagnostic and Statistical Manual of Mental Disorders (DSM).

The DSM is published by the [redacted] and provides diagnostic criteria for mental disorders. It is used in the United States and in varying degrees around the world, by clinicians, researchers, psychiatric drug regulation agencies, insurance companies, pharmaceutical companies and policy makers.

Also, the person to whom the consumer provided care becoming upset over his departure, was not included among the reasons which would have triggered his trip cancellation coverage.

As outlined in [redacted] contract, we are unable to refund any premium once a claim has been filed against a policy.

Please feel free to contact me should you have any additional questions.

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.

The advertisement provided by this company on the airlines’ website indicates you should buy insurance to protect yourself against medical emergencies. Nowhere on this site does the company indicate the coverage of medical issues is extremely limited. This company should be forced to state on their website (upfront) many medical issues a normal person would consider a medical emergency are not covered under their policy. Obviously this company does not do this because if they did most people would not buy their insurance.

As I stated before, this company engages in deceptive advertising policy.

Regards,

Review: When buying an airline ticket, about 27 Feb 14, I bought travel insurance from Allianz. I received a email confirmation on 28 Feb on the insurance. Early March, I tried to cancel the policy. They replied since it was more than 10 days since I bought the policy, I could not cancel. The email confirmation letter of 28 Feb did not state that I could not cancel. (I will forward this email, if desired)Desired Settlement: Refund all charges.

Business

Response:

Dear [redacted]:

Thank you for bringing this matter to my attention.

I have reviewed the consumers request and the document that was emailed on February 28, 2014. On the Letter of Confirmation was the following:

“We will refund your insurance premium if you cancel your plan within

10 days of purchase and you haven’t started your trip or filed a claim.”

Listed on page 3 of the Certificate of Insurance guide was the following:

Satisfaction Guarantee

We will refund your insurance premium if you cancel your plan within 10 days of purchase

and you haven’t started your trip or filed a claim.

As the consumers request was received after 10 days of purchase, we are unable to cancel the policy.

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.

This is the cover letter, which says nothing about a cancellation policy. You have to look into the attachment to find that. I didn't look soon enough. Besides, I never heard of an insurance policy that you could not cancel.

Review: We tried to purchase tickets via [redacted] and added Trip Insurance Trip Insurance for $190.96 but the tickets were not issued within 24 hours and [redacted] emailed me (see below.I contacted ** the next day to make sure they won't charge me for the Trip Insurance Allianz Global Assistance and the representative in UA said that the Trip Insurance will also be cancelled automatically because no ticket was issued.However, after I received my Credit Statement, it showed that I was charged for the Trip Insurance.The Email:Thu 10/30/2014 3:20 [redacted] - Unable to process tickets ([redacted])Dear Mr. [redacted], Thank you for booking your travel on www.[redacted].com. We are unable to ticket the above-referenced reservation. Some airlines require 24 hours to confirm a seat on their flight. In this case, we were unable to confirm your flight(s) on [redacted]. Please call us at [redacted] so we can assist you in making alternate arrangements. I apologize for any inconvenience this may cause. Regards, [redacted].com Web Support"Desired Settlement: refund the amount for $190.96

Business

Response:

Dear Ms. [redacted]: Thank you for forwarding this matter to my attention. We apologize for any frustration the consumer may have endured. Our records indicate that when the policy was purchased the consumer was sent an email advising of the satisfaction guarantee period to cancel the policy. As we did not receive a request prior to the trip dates the policy was not canceled. We currently have no proof that the consumer did not purchase an airline ticket over the phone with an agent. If the consumer did not purchase another ticket with the airline and therefore had no use for the insurance, they may send in a request to the Sales Support Department along with verification that they did not call into purchase another ticket with the airline. This Department may be reached by calling [redacted]. Sincerely, [redacted]Claims Escalation Analyst9950 Mayland DriveRichmond, Virginia 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.

Once again, Allianz Assistance is diverting the attention to something that is not relevant for the case.I never claimed that I spoke with an agent from ** over the phone to purchase my ticket so please stop saying that I was with an agent over the phone to purchase my tickets. In fact, I was trying to purchase the tickets online and there were NO Tickets issued because ** could not issue any tickets within 24 hours of window, so, ergo Allianz Insurance should have NEVER issued any policy since no tickets were issued.I just don't understand which part Allianz as an Insurance Comapny do not understand and let me break it down for you, Allianz Assistance, NO TICKETS ISSUED THEN NO POLICY SHOULD BE ISSUED!!!Allianz Assistance, STOP WASTING MY TIME AND REFUND ME MY MONEY THAT SHOULDN'T HAVE BEEN TAKEN IN FIRST PLACE !!!

Regards,

Review: 3-11-2014

To Whom This May Concern

My husband and I booked our vacation through [redacted] and out trip protection on September 18, 2013, our trip was to take place on February 11 – 19, 2014 fly from Orlando Florida to Honolulu Hawaii and a seven night stay at the [redacted], our vacation was all paid for as was our trip insurance.

On December 18th, 2013 my husband died unexpectedly, so I call the Allianz Global Assistance to see what I could do to get a refund our change the name on my husbands ticket, I was told it would cost my around one thousand six hundred to do any thing and the I would be better off going to the airline or just go on the trip because it is paid for, after weeks trying and phone call after phone call between the airline and [redacted] , I keep being told I should just go on this trip or lose the money we paid for the trip, I was losing this battle with them all, so here I have just lost my husband and I am being told I will lose the $2,568.72 as well. My husband was a [redacted] and we lived off his pension, so to lose that much money at this point can not happen, so I made my way to Florida to get the flight alone. I arrived in Hawaii and paid $44.50 to take me to the hotel. Once I got in side the room, I know I could not stay her and got right on the phone trying to get out of there, it took me three days to finely get someone to understand how bad this was for me to be here, the airport even called the crises hot line to have someone talk to me. On 2-13-2014 I called the Allianz Global Assistance and talked to a [redacted] and a **, both told me I would get money back for leaving so soon, my money I had to pay for my new ticket and the 4 nights I was not able to stay at the hotel and my husbands part of the trip, they sent me the claim form and I sent it in on 2-15-2015. I called a few times to see if the claim was going through and spoke to someone [redacted] on 2-24-2014 she said she would work on it and send me a check as soon as possible, On 3-6- 2014 I was told I am not covered to get any thing back and so I am sending a copy of this letter to the appeals department, one to my congress and one to better business department. This is not right what these insurance company’s can do to people and get away with it. Thank you for your time in this matter. Allianz Claim # [redacted]Desired Settlement: Denied

Business

Response:

Dear [redacted]:

Thank you for bringing this matter to my attention.

The consumers claim was reviewed as an appeal this week. The Appeal Department has reached out to the consumer for additional information to process the claim.

The consumer may contact our Claim Department at [redacted] for an update.

Thank you,

Claims Escalation Analyst

Allianz Global Assistance

Review: I purchased event tickets for [redacted] live to have performed in [redacted] on Sunday November 9, 2014 in the amount of $181.98. I also purchased event insurance for $20.97. The show was cancelled due to a power outage. Some ticketholders have received a full refund, but I have not. I am seeking a full refund including the event insurance charge of $20.97 from Allianz Global Assistance .Desired Settlement: a full refund of $20.97 from Allianz Global Assistance

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.As your insuring agreement indicated, this is a named perils travel insurance program, which means it covers only the specific situations, events and losses included in this document, and only under the conditions we describe. Unfortunately, the venue cancelling the event is not covered by the policy. You may want to reach out to the venue again regarding refunds they were offering.At this time I regret that we are unable to provide you with a more favorable response. Sincerely,[redacted]Claims Quality Assurance[redacted]Richmond, VA 23233www.allianzassistance.com

Business

Response:

Dear Ms. [redacted],Unfortunately, the policy only offers a 10 day satisfaction guarantee. Once purchased, if within 10 days you determine the policy does not fit your needs, you can request a full refund for the premium. In addition to this, once a claim is filed a refund for the premium is not available.I regret that we are unable to provide you with a more favorable response. Sincerely,[redacted]Claims Quality Assurance[redacted]Richmond, VA 23233www.allianzassistance.com

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID 10411805, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The credit card (company) that I used to purchase this insurance, is reversing this charge of $20.97 in my favor. The business has no choice in this matter, as the credit is now applied to my account.

Regards,

Review: SUBJECT: Comcast Cable account # [redacted] On 08/26/2013 I paid $457.60 for 2 plane tickets for [redacted] and $45.50 for an insurance policy. On 10/03/2013 I canceled the plane tickets / trip and I filed a claim with your company. I completed my claim and was told I was mailed 2 checks for $100.00 in late November. It is now late December and I still don’t have my claim refund. Please express mail the two checks to the address listed above within 10 business days. Sincerely, [redacted]Desired Settlement: SUBJECT: Comcast Cable account #[redacted] On 08/26/2013 I paid $457.60 for 2 plane tickets for [redacted] and $45.50 for an insurance policy. On 10/03/2013 I canceled the plane tickets / trip and I filed a claim with your company. I completed my claim and was told I was mailed 2 checks for $100.00 in late November. It is now late December and I still don’t have my claim refund. Please express mail the two checks to the address listed above within 10 business days. Sincerely, [redacted]

Business

Response:

Dear [redacted],

According to our records, we have resubmitted payment to the consumer on 12/30/2013.

To receive an update on the status, the consumer may contact our Claim Department at [redacted].

Thank you,

Review: Insurance Policy offered cover virtually nothing. I have had 2 claims denied relating to 2 completely different experiences. They are very unethical. I have been screwed by this insurer not once but twice. Being that this the only travel insurance that [redacted] offers I have always purchased the travel insurance thinking one day it may pay off. Well I couldn't have been more wrong. They only off one policy and after you review the "General Exclusions" section you'll see that this section basically gives them the ability to contend and deny virtually any claim made by a policy holder. My first experience filing a claim with this pathetic excuse for an insurer was when I was traveling to a safari in [redacted] and while in route to [redacted] Airport we were re-routed to [redacted] due to weather at [redacted]. We were forced to stay overnight there and miss our connecting flights. Not wanting to take a chance and miss any of my safari, instead of waiting to be rebooked on a flight to [redacted] where I would catch a connection to [redacted] I just bought a direct flight from [redacted] to [redacted] where I would catch my next connection in time to get to [redacted] on schedule. Well Allianz didn't believe by purchasing a roughly $400 ticket to avoid losing what could have been thousands due to missed days and accommodation while on safari was a valid claim. They also were extremely slow in addressing my claims and managed to drag the matter on for so long that they just wore me out. I feel that this was the obvious intention of their plan and for that I just have to call them a shady operator. Recently I made the mistake of purchasing their pathetic excuse for a policy on another trip overseas to [redacted]. I had to purchase 2 very expensive tickets 8 months in advance. Prior to leaving my fiance came down with terrible crippling anxiety at the thought of a 10+ hour flight to the middle east. She went to a doctor and was recommended to cancel her ticket as her anxiety was effecting her work. After submitting this claim, doctor's note and all, we were declined as this was stated in the "General Exclusions" of the policy statement. This section basically gives this insurer the ability to contest virtually all claims submitted to them. How ethical is that that they have managed to draft a policy statement that gives them the ability to deny almost every claim that comes their way. This company does not deserve such a superior rating with the Revdex.com due to their quasi-fraudulent and unethical business practices.Desired Settlement: I would like the refund of the premium paid for this most recent policy in the amount of $216.00 Their policy covers virtually nothing and I have been repeatedly deceived in to purchasing it thinking it will suffice my unexpected needs or the needs of my loved ones. Why can't they offer different levels of coverage?!? I would pay a higher premium if it would actually cover the unforeseen or even pre-existing conditions. The pre-existing conditions clause of the policy is pure evil, every

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 for review prior to purchase and also include a 10 day satisfaction guarantee period which enables consumers to review the product and decide if it meets their needs.

Unfortunately, anxiety is one condition that is listed as an exclusion our Certificate of Insurance guides and thus we would have been unable to honor the consumers claim for that condition.

The premium charged for the insurance is only refundable within 10 days of purchase as long as the consumer has not departed on their trip or filed a claim. I regret that we are unable to provide the consumer with a more favorable answer.

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.

Their insurance covers basically nothing and their response to my compliant was so brief they obviously care very little about their customers. I will continue to blast them with complaints on every review website possible so others will not get sucked into this joke of an insurance policy.

Regards,

Review: I'm not sure where to truly file this, a there are several issues I have had with this company. To start, I was told my claim was paid. After a few months with no check, I called, and they said they sent a second check and it would be a few days. A few weeks later I called once more and they said they would send a second check since I never received one, and there was no prior record of a second check already sent. Months later, I called again, and they then told me the first check was cashed and very obviously fraudulently (there was no signature on the check, and it was at a bank without a name that is on an account associated with the name that was on the check). They told me to send them notarized letters from I and my mother (I purchased the insurance but my mother was on the check as the trip that was insured was a gift to her and my family). They assured me they would be in contact within 10 business days in regard to further steps I needed to take. After a month I called once more and was told the paperwork I sent was wrong, but nobody bothered to inform me. This process began in February and has finally reached a point where I am frustrated by the run around, especially on something that is considered fraud. I do not know where else to go regarding this issue.Desired Settlement: I want assurance neither my mother or I will ever be affected by a fraudulent case due to their unwillingness to aide in this process, and I want the refund I was promised over six months ago and have to strenuously work to get.

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 was sent documentation on 9/14 to complete and send back so that the Finance Department may begin their investigation on the check that was sent to the consumers address and cashed.

For any updates, the consumer would need to contact the Claim Department at [redacted]

Sincerely,

Review: We booked Trip Protector Insurance through this company in June of 2012 for a trip we planned on taking in February of 2013 at a cost of $75.28. Unfortunately we had to cancel that trip and rebooked it through the same airline ([redacted]) for November 2013. I contacted Allianz Global Assistance to amend the policy, they sent an email asking me to send my information to an email address: ([redacted]) which I did on November 01, 2013. I received an email from them stating they did not understand the problem so I sent another email with the proof of cancellation and rebooking. I called them and they said they did not receive the information so I sent the information again. Today November 07 I called the company and at first I was told they had received the emails, then when I asked if they could send a new Letter of Confirmation for my trip, they stated that I had sent the information to the wrong email address and I needed to send it a third time. The customer service person was very nice and very apologetic, none of which helps me with my Trip Protector Insurance.Desired Settlement: I want other travellers to know this company is not one to do business with. I will be contacting [redacted] also. I was not asking to be reimbursed any money, the trip was much shorter than the original, all I wanted was a new Letter of Confirmation.One can only guess what would happen if there was a medical emergency with this company!

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

We apologize for any frustration the consumer may have experienced while trying to update the insurance policy.

There are several steps and documentation that is required in order to submit a change. We received communication that the consumer has changed the dates on the airline ticket but did not state the intent of the email was to request a change of the policy dates. Before our agents make a change such as this, it would need to be specifically stated by the consumer.

At this time we are showing that the consumers date change request was approved and a new letter of confirmation has been sent.

Sincerely,

Review: We bought a rental car and flight through [redacted] and were prompted on the rental car part if we would like to purchase insurance for the rental. So we did but it turns out that the company Allianz Travel USA was not approved as an insurer of [redacted]. This was verified by [redacted] on the phone for they do not accept 3rd party insurance. We thought we had bought insurance through [redacted] but this was not the case thanks to [redacted] and Allianz Travel USA. When I tried to get a refund, Allianz said that I had to purchase insurance from [redacted] (4 times higher rate) in order to get a refund???? After dealing with extremely rude nasty people on the phone Allianz, I feel like we were scammed out of $50 for no reason. This was such a bad experience I will spend the rest of my life making sure people know Allianz is rip off insurance agency stealing money from honest Americans.Desired Settlement: I want a refund and apology from Allianz after the nastiness we have dealt with from their company. I also feel that others will and have gone through this with no repercussions for Allianz. Something needs to be done asap.

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. Specifically these terms were explained on the website prior to the insurance purchase along with our company’s name as the issuer, which would have been different from the rental agency’s name.

As our contract is with the consumer and not the rental agency, the consumer was covered by our insurance for the duration of the policy dates.

According to the policy, the dates have already passed therefore we are unable to issue refund of the premium unless the consumer is able to show that they were double insured for the rental period.

Sincerely,

Review: I rented a vehicle through [redacted] in May 2013 for a trip to Mexico in July. At the time, it asked if I wanted to purchase rental insurance through Allianz Global Assistance [policy #[redacted]]. I did, and my card was immediately charged for this rental insurance. In July, I arrived at the [redacted] counter and was told that the insurance isn't valid in Mexico. I said that I purchased it online when I went to reserve my car and they still insisted that no insurance can be purchased online for use in Mexico. They wouldn't honor the insurance and said that I'd have to purchase insurance through them. I canceled my reservation and found a local car provider rather than go with [redacted]. I contacted the company in August when I returned from my trip and was told that I could have canceled the insurance within a certain window [10 days] of time. I mentioned that I wasn't canceling the insurance and that the purchase of insurance online that is not usable in Mexico was never mentioned and that it was a scam. There was no way I could know this until I tried to use the insurance in Mexico. By the way, two other customers in line at [redacted] had the same experience with Allianz and said they felt [redacted] as well. I haven't received any other response from them after my last response. I expect to receive a refund of the $135.00 I paid for an insurance policy I was not allowed to use and was not valid in the country I was traveling.Desired Settlement: I would like a refund of the $135.00 and I would like the company to add a disclaimer to their Mexico travel purchase that the insurance is not valid in Mexico. I would like [redacted] to be contacted with this information as well.

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.

Our insuring agreement did not exclude coverage for rentals in Mexico. Our contract is with the consumer and not the rental agency. If the consumer had a covered loss, we would have provided reimbursement for the expenses to repair the vehicle.

If the consumer purchased insurance with the rental agency in Mexico and was double insured for her rental she may send in verification of this and we will in return refund the cost of the premium.

Sincerely,

Review: I purchased travel insurance for one way flights, Phoenix to Medford Oregon and return Seattle to Phoenix on [redacted]. The Phoenix to Medford flights were cancelled by [redacted] due to weather. [redacted] credited my [redacted] account. We cancelled the trip as a result so did not need the return flights. [redacted] did not reimburse for the Seattle to Phoenix flights. I filed a claim with Allianz for the return flights and was denied.Desired Settlement: They should do the honorable thing. They represent themselves as insurance that provides flight/trip coverage. Maybe they do...some of the time. If they can't cover this claim, they should reimburse me for the insurance cost. I did not file a claim for the outgoing flight since [redacted] reimbursed me, so they can reimburse me for that insurance charge as well.

I emailed them full documentation on or about Monday, Sept 23 and spoke with several claims agents on Monday, October 14 to no avail.

Their advertising on [redacted] is misleading.

I feel scammed and I am sure I am not the first victim.

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.

Our terms were readily available in the booking path prior to purchase and also emailed to the insured after the purchase.

The insuring agreement provided coverage for:

Your 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;

? severe weather; or

? a strike.

According to the documentation on file, the cause of loss did not meet the terms of the insuring agreement. The flight that the insured is requesting a refund for departed as scheduled. The flight that was canceled was not due to a 24 hour shutdown of services by the airline as several flights on that route departed that day.

At this time we are unable to overturn the denial as the claim was handled accordingly to the terms of the consumers insuring agreement.

Sincerely,

Review: I purchased 4 [redacted] tickets for Dec 19,2015 through [redacted]. I paid an additional amount for two of my tickets since I live all the way in [redacted] just in case I had issues making the trip to the event.

A few weeks prior to the event, my vehicle transmission went out on the highway. The vehicle was towed away as this was the second time I'd had a vehicle have this happen. The vehicle was a little older and not worth repairing so I didn't bother paying to get out of the tow lot. I contacted [redacted] regarding my situation. Somehow I had only put insurance on two of the tickets. I was told I'd have to contact Allianz to get my refund for the tickets. [redacted] said no problem with the other two, and gave me a full refund.

I then contacted Allianz for the other tickets as [redacted] informed me that it's out of their hands when insurance has been purchased.

I spoke with a representative at Allianz but was not accommodating of the situation at all. They wanted me to produce documentation for the vehicle. I attempted to contact police department of vehicle breaking down on highway as an officer stopped. No report was filed. Because I signed over the title to scrap lot, the car was turned into scrap and didn't have documentation for either.

I'm extremely dissatisfied with the situation with this company and how my case has been handled.

It is even more disappointing that I pay for an additional service in which has no value when the company who is affiliated with Allianz ([redacted]) was so accommodating and understanding.Desired Settlement: I would like to be refunded in full as I was through [redacted]. Also for the additional fees for the useless service.

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 consumerThe insuring agreement provided coverage for the following: Your or Your Companion's automobile having a Mechanical Breakdown within 48 hours of the event which results in the vehicle being unable to be driven to the event.According to the complaint, the breakdown occurred weeks prior to the event and not within 48 hours of the event. We would not be able to honor the consumers claim due to this reason. The consumer should receive an updated letter in the mail within 5 to 7 business days. Sincerely,Kalinda [redacted]Claims Escalation Analyst 9950 Mayland Drive Richmond, Virginia 23233 www.allianzassistance.com

Review: FILED A CLAIM WITH SAID COMPANY 1/16/13 (EX-1A,B,C) CLAIM WAS DENIED (EX-2). AS CAN BE SEEN THEDEALER PAID NOTHING(EX-3B,4). THIS HAS BEEN AN ONGOING PROBLEM FOR 4 MONTHS THE BEST RESPOND I HAVE RECEIVED "IT IS UNDER REVIEW" OR THE CLAIM HAS BEEN CLOSED. EITHER/OR CUSTOMER SERVICE CAN NOT LOCATE WHERE THE CLAIM IS. PAST EXPERIENCE WITH CLAIMS USUALLY TAKE ABOUT 2 WEEKS TO PROCESSNOW THEY ARE UP TO 4 MONTHS NO END IN SITE.Desired Settlement: HONOR THE PROGRAM I HAVE DISPROVED THEIR CLAIM AS SEEN ON EX-3B,4 THE DEALER PAID FOR IT. AS THE DEALER STATED IF WE PAY FOR THE RENTAL THE DOLLAR AMOUNT WILL SHOW ON THAT LINE.

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

[redacted] claim was originally denied as information in his claim file showed that a dealership had paid for his rental vehicle while his personal auto was being repaired.

He subsequently appealed that decision and provided an incomplete copy of a rental agreement which indicated that he had paid for the rental car, not the dealership.

Our investigation showed that the charges for the rental were billed to the dealership. We requested and received a copy of the original rental agreement from his rental agency and it was not the same rental agreement that we originally received from him.

Accordingly, we were not able to honor the claim he have filed with us.

Please feel free to contact me should you have any additional questions.

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.

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

Regards,

This is a copy of the email

sent to [redacted] as previously

requested a copy of the original rental agreement

obtained by Allianz

Global Assistance. When requesting the document before it was

not

available according to their response it is now in their

possession. But

for some reason they will not release it as requested. So in

summary

my claim has not been fulfilled. Thank You, [redacted].

Good Day Sir, Names [redacted]

emailing in regards to a conversation I had with [redacted]. After along

wait on hold and several attempts made I have the letter of denial on said

claim. Thank you for that. When asking for receipt that Allianz obtained from

Enterprise proving whats seems to be the accusation of fraud it was denied

again. Both Allianz and Auto Club of Southern California have denied the

Enterprise receipt proving the mistake. This is important to assure future

claims are done correctly and to research why their are conflicting receipts. I

have the assumption the request is being denied at this level. Please advice.

Thank You, [redacted] ©

available according to their response it is now in their

possession. But

for some reason they will not release it as requested. So in

summary

my claim has not been fulfilled. Thank You, [redacted]

Business

Response:

Dear [redacted]:

We are unable to provide [redacted] with a copy of the document which was obtained by our SIU Department. We have respectfully suggested that he contact Enterprise directly to obtain a copy of the document which shows he did not in fact pay for the rental vehicle as he claimed. The cost of the rental was billed directly to the delearship which was working on his car.

Sincerely,

Review: Purchased travel insurance through Allianz Global Assistance (Travel Protection) for travel through [redacted], itinerary number and ticket number below:Ticket# [redacted] Itinerary# [redacted].Was unable to complete itinerary due to grave illness of my mother and have been unable to get a refund.Desired Settlement: REFUND

Business

Response:

[redacted]

Please have the consumer provide a policy or claim number so that we may review her concerns.

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.

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

Regards,

Dear [redacted]: The above complaint number against Allianz

Global Assistance, has not been resolved. I have not received my refund.

Review: I purchased the travel insurance through Allianz. I traveled to WV during my Spring Break to see my mother who has ovarian cancer. I am a school counselor living in Georgia. I planned to drive back to GA after my spring break, work a few days then fly back to WV for a court appearance I was scheduled to make. However, while I wa in WV, my mother's condition became increasingly worse, and I decided to stay in WV to help with her care. I filed a claim with Allianz. When I returned to GA, I sent the same paperwork I used for the [redacted] (the doctor's clinical notes) and sent them to Allianz. I waited the 10 business days and called back as I had not heard anything. A representative from Allianz told me they would not accept the clinic notes as they did not contain a date of onset. Clearly, in the clinic notes under History of Present Illness_it does indicate a date of onset. I am a school counselor. I do not have $300 to throw away. Hence, I bought the insurance in the case the court case were cancelled or postponed. Never in my wildest dreams would I have to use it for my mother's illness. However, it does apply in this case. Having to jump through more hoops and continue to put more on my credit card as I continue to have to drive back and forth to WV is only making matters worse. My [redacted] was approved, done and over. Allianz can't seem to approve to do better than the federal government.Desired Settlement: I would like them to read the documentation I have already sent! They information they requested is there! Approve the claim and send me my refund.

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 she felt as though the policy did not meet her needs.

Unfortunately, the cause of loss was one that was excluded from coverage.

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.

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,

As most of who have had relatives who have battled cancer know, cancer has symptoms that over the treatment period, the symptoms wax and wane. My mother has been treatment free and has had to go back on treatment a couple times. As this company states, her condition is pre-existing being that it has existed in her body for over 120 days. Yes. For two years I have traveled between WV and GA to help her. This company cannot see past their red tape to read between the lines to see how severe this situation was for me. Nor can they ever imagine the heartache they have caused all over what they deem as JUST $300.

Review: This complaint is about the deceptive manner in which Allianz claims to be insuring travelers. Their policies are written so that when Allianz must face a claim it can easily skew it's response in it's own favor. I am only one of so many complaints against this company on [redacted] and other sites which the Revdex.com should really take the time to read. Some of the stories are truly horrific. I have been trying for 4 months to claim a small portion of our travel expenses from when [redacted] was forced to cease flying for 5 days due to the Polar Vortex in NY. I sent Allianz a letter from [redacted] explaining exactly what happened and that we were given the very first available seats, but to no avail. I actually had TWO policies for this flight and was able to collect for one 24 hour delay in the amount of $150 each (for two of us). I did NOT try to collect on both policies. I sent Allianz all my receipts and told them I'd be happy with $150 each for the days we were delayed. The insurance through [redacted] didn't offer a written policy. All that we had to go by was the wording on the [redacted] site which says the following: "All these benefits for a fraction of the ticket cost: Get reimbursed up to 100% of non-refundable, prepaid trip costs due to covered injury, illness or other covered reasons. +150% trip interruption coverage of ticket cost; +Travel delay coverage; +Coverage for existing medical conditions." Their wording is deceptively vague for good reason. Our travel insurance policy had a letter of confirmation which claimed "Travel/Trip Delay Coverage $150.00. Also Trip Interruption Protection $4,500." The policy itself under "Travel Delay Coverage reads as follows. Coverage under the plan will pay on a one-time basis up to the maximum amount listed in Your Letter Of Confirmation for: a)reasonable, additional accommodation and traveling expenses; AND b) the unused part of YOUR prepaid expenses missed (less any Refunds You receive) due to a departure delay of 6 or more hours. Expenses must be incurred by YOU. Payments for the above expenses will not exceed $150 per day per person. Covered reasons for Travel Delay are: 1. Carrier caused delay (including bad weather);" etc. I have capitalized as they have done in the original policy. Their logic escapes me. Their reason for only paying $150 each was that our Letter of Confirmation says "Coverage Limits" in the column over the amount paid for the Benefit. They are in the business of deception and their practice has hurt countless people with major disappointments and hardships. Allianz does not deserve to be endorsed by the highly respected Revdex.com. Their response to my shock and disappointment included a list of mediators (so that I could incur even more expense). I have written to [redacted] suggesting they not offer Allianz for insurance but if they must, to at least consider offering a selection of companies to chose from.Desired Settlement: Allianz Global Assistance is a sick joke. Their business practice needs to be scrutinized carefully as they are committing fraud which they're getting away with. If I had the means and I were younger I'd start a class action law suit. . I'm out just a few hundred dollars. I sent Allianz receipts for a very conservative $1700 in actual expenses for for 5 days (our original flight was for January 3rd) at the [redacted], a car rental and dinner. I would have settled on $1200 of which they've paid $300. Subtracting the credit from [redacted] of $240, in my book they still owe me $660 unless I claim they owe me for "Trip Interruption Protection" with a coverage limit of $4,500! It's not the money, it's the principal that's got me and others so very, very angry and feeling so powerless. My desired outcome is that the Revdex.com take the bull by the horns and make a difference for the victims of Allianz. . Read some of the [redacted] entries. It will make you wonder how you can support this company and give them your seal of approval.

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.

Upon review of the consumer’s claims, one of her policies included Travel Delay coverage, whereas the other policy that was purchased only included Trip Cancelation and Interruption coverage.

Trip Cancelation/Interruption coverage provided the following benefit:

Natural disasters or bad weather resulting in the complete

cessation of services by the airline, the tour operator or

the cruise line for at least 24 consecutive hours.

This means that the airline shut down all services on the consumer’s route for at least 24 consecutive hours. The flight records indicated that this was not the case.

We were able to assist the consumer with the claim that included the Travel Delay benefit as this provided the following benefit:

Coverage under the plan will pay on a one-time basis up to

the maximum amount listed in Your Letter of Confirmation

for: a) reasonable, additional accommodation and traveling

expenses; and b) the unused part of Your prepaid

expenses missed (less any Refunds You receive) due to a

departure delay of 6 or more hours. Expenses must be

incurred by You. Payments for the above expenses will not

exceed $[redacted] per day per person.

Covered reasons for Travel Delay are:

1. Carrier caused delay (including bad weather);

The maximum listed in the consumer’s letter of confirmation was $[redacted] per person; therefore, the consumer has been reimbursed the maximum allowed amount under this claim.

My review indicates that the proper decision was made on both claims.

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.

Dear [redacted],

Thank you for the timely manner in which you tried to handle my complaint against Allianz Global Assistance. Their response is no different from what I expected and what I've already been told by them. More than personal financial gain, my strongest desire is that you take a look at their policy writing strategy and their business practice. You can clearly see an example in what they copied from their own policy as their response to me. I fail to see how the letter from [redacted] does NOT support my claim for reimbursement (letter is below) but continue to marvel at their deceptive, twisted policy writing. I have wasted considerable time and stress over this and if nothing else, I plan to continue to spread the word not to use Allianz. As the Revdex.com I would ask that you inform your member that they are NOT living up to the standards for which the Revdex.com is recognized. Their policy can not say one thing while their letter of confirmation says another and the two parts equal the whole (or should I say hole). The policy needs to reflect the truth and what one can expect. One portion can not cancel out the other. Travel insurance is expensive. I urge you to spend a few minutes reading these complaints. [redacted]

THIS IS FROM [redacted]:

March 20, 2014

To Whom It May Concern,

[redacted] and [redacted] from confirmation [redacted] were scheduled to fly on [redacted] Flight #[redacted] on Saturday January 04, 2014 departing [redacted] ([redacted]) at 12.07 p.m. and arriving [redacted] ([redacted]) at 02.59 p.m.

Due to inclement weather in our route path, their flight was cancelled and the earliest available date we could accommodate them on was Wednesday January 08, 2014 on Flight #[redacted] departing [redacted] at 7.35 p.m. and arriving [redacted] at 10.29 p.m.

For any further details please contact our Reservations Team at [redacted] ([redacted]).

Thank you for choosing [redacted]. We look forward to a smoother flight experience in the near future.

Regards,

Customer Commitment Crew

[redacted], I am NOT satisfied by the outcome but had little hope for anything else. I think Allianz is committing fraud and it is not in my nature to sit by and watch or be the brunt of it.

Regards,

Review: I purchased a flight 12/28/2014 through [redacted] to visit my girlfriend who had recently moved. I purchased the travel insurance through Allianz because the advertisement on the website says"Get reimbursed up to 100% if you have to cancel or interrupt your trip for reasons like illness, injury, layoff, and more." It also says "It's wise to always consider a travel protection plan to cover your trip costs from the unexpected." I wanted to protect my flight because I had to purchase it before getting PTO approved from work and because of the advertisement, decided that since I can get reimbursed I can buy the ticket and worst case scenario, I'll get refunded for my flight if my pto is not approved.

My PTO was approved the first week of January, however, I found out on 1/11/2015 that she was cheating on me, so I cancelled my flight the next day. After cancelling my flight, I called the insurance and spoke to [redacted] who explained to me that my situation does qualify for a reimbursement. I asked why because the advertisement from them clearly says that it's to protect yourself from unexpected events and this was clearly an unexpected event which falls under the "and more" category listed above. Then I asked him to describe unexpected events that qualify. He explained to me that it covers things such as natural disasters (tornadoes, earthquakes, etc.) and terrorist attacks. Otherwise if it's due to illness or death you have to provide doctors notes or death certificates. I explained to him that if that's the case then it should clearly state that in the advertising rather than make it sound like you can get refunded for any reason you need to cancel. After speaking with his supervisor, [redacted], I was allowed to file a claim, which was declined on 2/4/2015.

I later found that you get 10 days after purchasing the service to cancel for any reason and get 100% reimbursement. I cancelled after only 15 days, 11 business days.Desired Settlement: My flight that the insurance was supposed to protect cost $144.20. I'm looking for Allianz Global Assistance to honor their advertising and refund me the cost of my flight ticket.

[redacted], the supervisor, told me that my insurance plan covers up to $350, so my request is within my purchased policy, which I paid $20.13 for.

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. The insuring agreement included a named perils certificate that provided a list of all covered reasons. While we understand the circumstances that caused the consumers loss, unfortunately a change in relationship status was not included among those reasons. 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]Claims Escalation Analyst9950 Mayland DriveRichmond, Virginia 23233www.allianzassistance.com

Review: I had purchased an airline ticket and had simultaneously purchased Travel Insurance from Allianz Global Assistance USA on December 18, 2014. Soon after purchasing my ticket and insurance plan, I fell ill. I went to see a doctor who advised me not to travel.

The insurance company is denying my claim on the grounds that my medical condition was pre-existing. But that is categorically false. I developed my illness AFTER I had purchased my airline ticket and the insurance policy.

Upon receiving the denial for my claim, I contacted Allianz via email on February 17 2015 to try to resolve the situation. I got an email confirming that Allianz had received my email and that they would get back to me within 48 hours. They did not uphold that commitment.

So, I contacted Allianz via email AGAIN on February 21 2015. Again, I got an acknowledgement from them that they had received my email and I will be getting a response within 48 hours. Once again, they failed to keep their promise.

I finally called their customer service line on February 23 2015; and was given a feeble excuse for their lack of response and their broken promises. Further, they claim that the policy wasn't in effect when my illness occurred; even though the first signs and symptoms of my illness manifested themselves AFTER I had purchased my airline ticket and travel insurance policy.Desired Settlement: A fair resolution to this matter would be if Allianz were to approve my claim and process the payment that is owed to me.

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. 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]Claims Escalation Analyst9950 Mayland DriveRichmond, Virginia 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.

I find Aliianz's explanation for denying my claim weak at best, and a farce at worst. Bottom line is that I purchased an airline ticket for a flight that I was intending to take the very next day; and at the same time that I purchased the ticket, I bought travel insurance to cover myself for the few hours between the time of my ticket purchase and the time of my flight. If Allianz's travel insurance policies do NOT in fact take effect from the moment that they are purchased and paid for, then Allianz should make their customers & prospective customers aware of this fact BEFORE buy/pay for a policy. As for me, had I known about this delay in having my travel insurance take effect, I would NOT have purchased the policy at all...because I was intending to fly the very next day and the policy would have been essentially useless to me. So, as a rule and requirement, in the absence of apprising Allianz policy purchasers that their policy would not take effect immediately after purchase - AND MAKING US AWARE OF THIS FACT PRIOR TO THE TIME OF POLICY PURCHASE - Allianz MUST change their policy and make their policies effective from the moment that a customer purchases a travel insurance policy. In today's world, where customers can purchase their travel in real-time (i.e. buy now and travel within a few hours), it is INCUMBENT on companies like Allianz to make their customers (and prospective customers) aware of ALL the important facts, features, AND LIMITATIONS before an individual buys their product. Simply sending an email/communication AFTER the purchase is categorically insufficient.I intend to pursue my case to WHATEVER LENGTHS THAT I NEED TO in order to get a fair and reasonable result and outcome. If that means that I have to file a case with the [redacted], [redacted], [redacted], and/or the court of law, then I am fully prepared to do that.

Regards,

Review: I bought travel insurance on Nov. 1st, 2014. The trip was canceled on Jan. 25, 2014 so I notified Allianz Insurance company on Feb. 3rd and started emailed documentations in March. This company's response is "we will contact you within 10 days" and no response. When I email or call for the clain status, instead of telling me what they need to complete the claim, they tell me one document at a time so I have to repeat this 4-week cycle 4 times to finish sending them required documents. It has been 4 months since I filed the claim (claim#[redacted]) Today, I emailed again to question what's going on, they emailed back with an 800# to call. I called the # with the voice saying "we are experiencing high volume of calling. please visit us online..." After 10 minutes of holding, I gave up and decided to contact Revdex.com. Insurance compannies are known for delaying payments but this has gotten unreasonable and upsetting.Desired Settlement: Prompt refund of the deposit (1,360 Euro)

Business

Response:

Dear [redacted]:

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

According to the documentation on file, the consumer is claiming only the hotel expense. We have everything we need except the credit card statement showing the charge for the hotel. The original purchase was made in Euros. In order to be sure that the insured is reimbursed the exact amount of the charge in USD including any foreign transactions fees, we would need the credit card statement.

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.

Dear Sir or Ma'am,