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Allianz Global Assistance

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Reviews Allianz Global Assistance

Allianz Global Assistance Reviews (448)

Review: I purchased insurance to cover a December trip and my father passed away and since he had a [redacted] they will not cover my claim. I contacted customer service several times and was told the same thing however I never received anything in writing that says that [redacted] would not be covered. My father did not pass from [redacted] and that was not his primary cause of death however I was told it didn't matter. I provided an Aps from the physician saying that my Dad was dying from [redacted] and recommended that I not leave for my trip. The last person I spoke to told me that info was in an email they sent me. I never received any such email and have been a customer for over twenty years and have never gotten any such email with any of past trips. I also contacted the CEO Mr. [redacted] in writing but never got a response. After reading lots of complaints on several web pages this seems to be how they operate. I would appreciate any assistance you can give me in this matter.Desired Settlement: 1865. is the amount of insurance I purchased and that is what I expect back.

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 you.I am showing your claim was paid on 1/20/2015. For any updates, you may contact the Claim Department at [redacted].Sincerely,[redacted]Quality AnalystClaims Quality Assurance9950 Mayland DriveRichmond, VA 23233www.allianzassistance.com

Review: I have contracted their rental car insurance thru[redacted]. What happened is that once we arrived at the [redacted] airport, the rental car company was closed therefore we were unable to rent the car. We called [redacted] at the same time and they processed the refund on our rental car immediately without any hassle. We contacted Allianz to refund the insurance and the company is giving me a extremely hard time to do that. They would proof that we did not rent the car. I have sent the refund confirmation from Hotwire but they still do not accept that. What's proof of not renting a car? That's beyond ridiculous!

Policy is under my name: [redacted] Policy/Claim #:[redacted]Desired Settlement: Refund the insurance bought immediately back to my card.

Business

Response:

Dear [redacted]

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

We have confirmed the cancelation of the rental and canceled the policy.

The consumer may want to allow one billing cycle for the credit to show up on his credit card statement.

Sincerely,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: I had a surgery on January 8th 2014, shortly later I purchased an airline ticket to New York, as I was preparing for the trip i've got ill and my surgery was hurting . due to my illness my doc strongly advised me not go on with the trip. i've cancel my trip and asked for refund witch i'm in tittle to because I have purchased an insurance to cover the trip just in case anything happen. the insurance company refused to refund me. here is a copy of my claim.

?January 31, 2014

Dear [redacted],

Claim Number: [redacted]

Thank you for submitting supporting documents for your claim with Allianz Global Assistance. Please allow 10 business days for us to review this documentation.

Our goal is to make this process easy for you. For the most up-to-date information regarding the status of your claim, please visit our website. There you will find many easy to use tools designed to help you through the claims process.

We will send you notification when the status of your claim has been updated. Sincerely,

Claims Department Allianz Global Assistance

TRVL_MM

Insurance Underwritten by Insurance Company

?Allianz Global Assistance [redacted]

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

Our insurance, like any other insurance had terms, conditions and exclusions that impact coverage. Specifically excluded from coverage was any loss arising directly or indirectly from existing medical conditions. These were defined as:

An illness or injury that you, a traveling companion or family

member were seeking or receiving treatment for or had symptoms of on

the day you purchased your plan, or at any time in the 120 days before

you purchased it.

You, a traveling companion or family member are considered to have

an existing medical condition if you, a traveling companion or

family member:

· saw or were advised to see a doctor;

· had symptoms that would cause a prudent person to see a doctor; or

· were taking prescribed medication for the condition or the

symptoms, unless the condition or symptoms are effectively

controlled by the prescription, and the prescription hasn’t changed.

According to the claim documentation on file, the condition which caused the loss was being treated prior to the purchase of insurance.

As the cause of loss was treated during the exclusionary period, I regret that we are unable to overturn the denial of the claim.

Sincerely,

Claims Escalation Analyst, USA

There is no reason to buy insurance through them because you can not get your money back when you go to cancel your ticket even if there is a death in the family or if it is deployment related!!!

Allianz Insurance is designed to cheat people and should be closed by the [redacted] for

continually fraudulent business practices. Never book with this company for anything at anytime unless you want to be scammed.

Review: My Family planned a trip to visit my mother in law in **. I purchased Global Assistance Insurance in case we could not make the trip. I have got there insurance more then once, never had to use it. Unfortunately, my husband was seen in the ER prior to me purchasing the insurance for complaints of light headedness, ear problems. He had a chest x-ray, EKG, lab work which all came back normal. There was no DX made when we had left the ER. He had been admitted to the hospital the pervious yr for a complete cardiac work up and was 100% healthy. So we planned on traveling to ** as planned. In the mean time my husband had irregular heart beats and he did not feel comfortable on flying. I cancelled our flight and notified insurance 7/28/13. They told me all the documentations I would need. We did follow up with a cardiologist at the [redacted] for his heart problems, we were also followed up with a ENT, Neurologist. My husband went truth extensive testing which all came back negative. The only advice came from the Neurologist, was to stay to stay away from sweet and low. It has been proven to cause a lot of abnormal side effects. So it is now October 23rd I was informed the travel insurance at the beginning of the month that all my paper work was received and reviewed and that three checks would be cut for myself, my husband and my daughter to cover the rebooking charges. Well in steed of getting checks we got a rejection letter. I called them yesterday, I have never spoken to the same case manager. [redacted] informed me that this was a pre-existing condition and that there fore it would not be covered. I asked him what the DX was on the ER visit he stated it was undetermined. So therefore how can it be a pre-existing condition when no medical abnormalities were found. Global has no medical personal working for them ie: Doctors, RN's. How can some one with no medical background determine this outcome? I was informed I could appeal if I wanted. I have put a lot of time into this, with no help from Global. I myself am a RN, when I purchased this assistance I had myself in mind. I have pre-existing illness and I though if I had gotten sick then we would be covered. I guess not.Desired Settlement: The amount we had to pay for the cancellation fee and to rebook the flight.

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

Our insurance programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage. These terms were readily available in the booking path and also emailed to the consumer along with a 10 day satisfaction guarantee.

In particular, the consumer’s policy excluded coverage for existing medical conditions. According to the claim documentation, the consumer’s loss was due to a condition that was excluded from coverage.

Due to this, we are unable to honor the consumer’s loss.

Sincerely,

Review: June 27th 2013 I purchased a vacation package. Unfortunately, On June 28th I was ordered to bed-rest due my pregnancy becoming a high risk pregnancy whereby complications include early signs of miscarriage, bleeding and possible embryo not developing. Allianz does NOT consider this as a "complicated" pregnancy and they have denied my travel insurance claim to refund $1,034.80. My OB has provided 2 notes on his stationary prescription pad that I cannot travel and early signs of a miscarriage. Yet, Allianz deems this as a "NORMAL" pregnancy and has denied my claim. The Ritz Carlton reimbursed me immediately and I will definitely stay with them in the future. However this experience with Allianz has left a terrible imprint that will be difficult to erase.Desired Settlement: An apology and refund of my airline tickets as well as the insurance cost for the aggravation.

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

As with any type of insurance, our products have terms, conditions and limitations that impacted the coverage you purchased. They are not “all risk” in nature, and not every unforeseen situation was one which would have triggered trip cancellation coverage.

In particular, this consumer’s program excluded coverage for any claim arising directly or indirectly from an existing medical condition. We defined existing medical conditions as any condition that she would have been treated for, or would have exhibited symptoms of, in the 120 days prior to and including the date the insurance was purchased; June 27, 2013.

According to her doctor, the condition which led to the change in her travel plans began on the date the insurance was purchased and her condition would be considered an existing medical condition.

Additionally, her insuring agreement excluded coverage for any claim directly or indirectly related to “fertility treatments” which may have been applicable as well.

My review does show that coverage was properly declined. I regret we will be unable to reverse our decision in this particular situation.

Sincerely,

Review: Allianz failed to communicate steps for an insurance policy change prior to date of service. Documentation provided doesn't reflect quoted policies.

I purchased travel insurance for a trip to Florida for dates 9/21/13- 9/28/13 through Allianz Travel Insurance. I was then offered a job, beginning 8/5/13 which would not allow me to take off vacation. I canceled the trip in September and rescheduled to 7/23/13-7/30/13. I submitted a claim, 6/4/13, through Allianz to try to recuperate the costs of canceling and rescheduling the trip. I contacted Allianz 7/6/13 to ask how to go about changing dates on my travel insurance policy to cover as I had not heard anything about the decision on the claim. I received a generic email 4 days later, 7/10/13, telling me to call customer service. I called customer service and they told me that I would have to cancel my claim to change the dates, but I had to email another department to cancel the claim. I emailed the department, but heard nothing back. So I called the next day, 7/11/13 to try again and this time I was told that a supervisor would be calling me back to help me cancel the claim within 24-48 hours. No one called me back, so 7/15/13 I called to find out why no one was contacting me and I spoke with a supervisor who told me there was no such record of this previous conversation and that a denial decision had been made on 7/8/13 for my claim and I was no longer able to change the dates of the policy. I have not received any communication by email, mail, or telephone telling me that a decision has been made. None of the documentation states anything about travel dates being unchangeable or what to do with a denied claim. All I wanted was to change the dates on the policy and Allianz has made every effort to get out of it. If they would have told me when I initially contacted them that I needed to cancel the claim to change the dates, I could have. But I didn't even know until 7/15/13, 8 days after the decision was made, that a decision had been made or that I wasn't able to change the policy at that point.Desired Settlement: Refund of $55.06 or change of covered policy dates.

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.

According to the policy, the claim was filed online and the following was put by the consumer as the reason “Starting new job 8/5/13. Per new employment contract, cannot take extended time off during first 16 weeks of employment. Had to cancel flight from Seattle to Orlando and re-schedule 9/21/13 - 9/28/13. Charged $150/ person to cancel flight reservations for a total of $300. Would like to recuperate cancellation fees.”

The claim was filed correctly as the consumer filed for the cancelation fees. We were unable to provide coverage for the loss as it was not listed as a named peril in the consumers insuring agreement.

As a claim had already been filed, the policy could not be changed.

At this time, my review indicates that the proper decision was made and I regret that we are unable to provide the insured was a more favorable response.

Sincerely,

Claims Escalation Analyst

www.allianzassistance.com

Consumer

Response:

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

Regards,

Review: My family planned a trip to the Florida Keys in February 2013. My wife had been receiving treatment for cancer and was on a break from treatment, we all planned on having a family vacation together (10 of us). My wife and I purchased 2 round-trip tickets from [redacted] airlines to leave on February 28, 2013 and returning on March 11, 2013. My wife was cleared from her doctor to travel at the time that we purchased the tickets and rented the house. On February 25, my wife was admitted to the hospital and her doctor advised us to cancel the trip. All of us did so. We filed the necessary paperwork for our claim, and my 2 daughter's claims. My oldest daughter's claim was paid (4 airline tickets) but my claim (2 tickets) and my youngest daughter's claim (4 tickets) were denied. The same supporting documentation was given for all 3 claims. They are now stating that my wife had a pre-existing condition that would negate the policy. However, my oldest daughter's claim was processed and paid for.Desired Settlement: I want the airline tickets refunded for claim number [redacted] and for claim number [redacted]. Their argument does not hold up considering that they paid claim number [redacted].

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention. I am sorry for the consumer’s frustration regarding the handling his claim.

A consideration payment was issued by our Claim Department on June 26th. I trust our tender of that payment has concluded the matter satisfactorily.

Sincerely,

Review: I bought a plain ticket through [redacted] in the summer for a trip from Phoenix to Portland. I have had to cancel my trip. After canceling the plane ticket I proceeded to cancel the insurance since it was no longer needed. The service representative said that the policy can not be canceled because more than 10 days have passed since I bought it. He said I could use it on future travel if I wish to, as stated in the contract, according to him. That is outrageous. Even if it is stated so in the 2000 page tiny letter size document that no reasonable person can read, it is robbery. They are taking my money for a service that they will not provide.Desired Settlement: Alianz should not hold money for services that have not been performed and will not be needed. I would like to have my money back. It should be up to me to decide on future travel if I want their services or not.

Business

Response:

[redacted]Thank you for forwarding this matter to my attention. We apologize for any frustration the cancelation process may have caused the consumer. The premium is only refundable within 10 days of purchase. This information was included in the confirmation that was sent to the consumer.I regret that we are unable to provide a more favorable response at this time. Sincerely,[redacted]Claims Escalation Analyst9950 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.When a company offers insurance for travel, an option for refund within 10 days is unreasonable. Travel plans are made sometimes months in advance and since I didn't travel in the end, no services were rendered by the business. Furthermore, it has been well estalished by now that contracts that are offered to consumeres are made confusing and frustrating so that consumers would not be able to understand exactly what is written in them. The business response shows that they are not playing a fair game.

Regards,

Review: [redacted] as well as Allianz Global leads you to believe that if you buy their product you will recieve a refund if you cancel your flight. Allianz Global as well as the airline refuse to refund airfair for a trip that will not be taken. There entire policy was not on the web site when purchasing the insurance. I can aaure you if I had read all the fine print they have sent me since trying to get a refund I would have not paid the extra expense.Desired Settlement: The company should not be able to lure consumers into buying insurance that misrepresents its coverage. The only thing I want is a refund and for others not to make the same mistake of paying for nothing!

Business

Response:

Dear [redacted]:

Thank you for bringing this matter to my attention to my attention.

Our insurance, like any other insurance had terms, conditions and exclusions that impact coverage. These terms were readily available in the booking path prior to purchase and also emailed to the consumer along with a 10 day satisfaction guarantee period. This provides an opportunity for the consumer to review the terms to determine if it will meet their needs. If not, the policy could’ve been canceled and the premium refunded as long as a claim hadn’t been filed and the consumer hadn’t departed on the trip.

According to policy details, the reason for the consumers claim is one that was not included as a named peril in the insuring agreement. Due to this, we are unable to reimburse the consumer for his loss.

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.

The explanation the company provided was false. I had never received the fine print until I made a claim. Again the company in it's advertizment leads the consumer to believe that a refund is given at anytime for any reason. To me this was fraud or an outright lie. How many others will make the same mistake by giving this company their money for a product that is useless?
Regards,

Review: When I had purchaced the tickets from [redacted] , I had purchaced insurance from them thru this company '' Allianz '' and when I purchased the tickets ( Date of event 2/16/2014 ) . my uncle died on 2/6/2014 , I had processed a claim on Feb 22nd 2014 . and spoke to a gentleman by the name of [redacted] ot Allianz on 2/22/2014 at 5:05 pm . when I spoke to him he gave me a claim number # [redacted]. and was told I was to get a claim form in the mail , and by email . I never got email. nor did I get anything in the mail. its been almost a month and got no claim forms to fill out .Desired Settlement: I am requesting a full refund of $550.00

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

We are sorry to hear that the consumer has not received the claim documentation. I have requested to have another one sent by way of email and U.S. mail to the consumer.

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

Sincerely,

Claims Escalation Analyst

Consumer

Response:

I am not happy with this response from Allianz , I should have to be filing compalints .

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

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

Regards,

Review: I purchased travel insurance for my flight to Mexico departure 11-02-2014, for medical appointment I need changed departure to 11-09-2014. Airline Co. [redacted] charged to me $430.00 fee payment made with credit card 10-23-2014. Then I make claim for reimbursement to Allianz insurance Co. and they gave me phone number from Mexico. I did call and they said to make claim I need fillout forms, total 11 documents, and only was send on-line, not mail. nothing. I sent all they asked me and e-mail me saying my documents were no complete, that my sign on ID (driver Licenses [redacted]) try to make more equal to done in thee forms sent.And Not sent this Driver Licenses both sides. I phone call them and said that it is not possible to sign exactly, I am old and my Licenses was signed years ago. Well I look for This company here in USA, I make my purchase for insurance when purchased my tickets on line and call phone [redacted] and they give me policy number [redacted], same sumber for my tickets reservation, and found taht to make claim I need to send only 4 documents, and I mailed to them "global Assistance" but not aswer, I did phone call and they say they dont have nothing about it, I mailed first class postal office 3 weeks ago. I purchased here in USA not in Mexico.Desired Settlement: My insurance travel, cover changes for departure. they have all needed to make the claim.

Business

Response:

Dear Mr. [redacted],I am unable to locate a policy under your name. Can you provide me with your policy number? If you purchased our insurance you would have received an e-mail within 24 hours of purchasing that contains your policy number. Thank you,[redacted]

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

Consumer

Response:

I did buy my insurance travel from Allienz, I did phone call and said my policy was made for Mexico; I purchased here Allienz travel is the company, and I never know if the office is located in Mexico, or in another country. They have Global Assistance, they charged to my credit card visa, togheter with fly tickets, never send me e-mail, I asked policy number, and give me [redacted], same code for reservation. Call center [redacted] Houston TX they charged my credit card.

Review: On August 31st, my girlfriend and I were driving to ** to attend a [redacted] show. It started raining and flash floods were occuring throughout [redacted]. The highway we were on was closed off at a certain point and we were stuck in traffic because the [redacted] closed it down for safety reasons. We were in traffic for over 3 hours, and we made it to the last 20 minutes of the show. We bought the insurance just in case something happened. I included excerpts from the newspaper and [redacted] severe weather alerts stating the bad weather occurred. This was our anniversary and this weather really killed our plans.Desired Settlement: I would like for Allianz to accept my claim and reimburse me for the amount of money I spent on [redacted]. Thank you

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. The insuring agreement included a named [redacted] certificate that provided a list of all covered reasons. While we understand the circumstances that caused the consumers loss, unfortunately arriving to the event late due to bad weather while driving 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 Analyst[redacted]

Review: My wife had insurance through Allianz and was ordered by the doctor not to fly due to a high risk situation regarding her pregnauncy. This was unforseen as normally it is perfectly fine to travel while pregnaunt with twins. Due the unique situation we got the multiple pages of documentation from the doctor and turned it in. The claim was denied. Customer service was rude and disrespectful given the sensitive nature of the situation. This was not some ordinary situation, but no remedy was done. I am very disappointed with how this case was treated. The biggest disappointment is not the denial of the claim, but the clear lack to even try to understand the situation or provide any help whatsoever on customer service. Based on that I am very disappointed.Desired Settlement: I desire them to fulfill their terms of the contract and given this unique situation to pay the claim for the amount of $587.40

Business

Response:

Dear [redacted]:

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

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

The consumers insuring agreement excluded coverage for normal pregnancy unless there are unforeseen physical complications of the pregnancy itself. The insurance did not provide coverage for risk of complications. As the pregnancy itself was normal, we were unable to provide coverage for the loss.

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

Sincerely,

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.

The reason why I am disputing this does not have to do with the original paperwork that was turned in based on pregnancy. It is the appeal which I still have yet to hear from which has a signed letter from my doctor indicated the pre-labor condition which is code 644.00 (I have attached the note from the Doctor as a followup to the physicians statement that was already submitted). There is still no response from them and under the terms of agreement on this insurance claim that is an adequate reason for the insurance claim being accepted.

I look forward to a response and hope to resolve this issue in a positive way.

Regards,

This company peddles a scam. They DO NOT INSURE TRAVEL PLANS. You have to jump through so many hoops, they just pocket your money and tie you up on hold/transfer/hold/transfer etc. [redacted] (CEO for the past 2 years) has obviously not effected change.

Review: Travel insurance misrepresented through [redacted] site.

Bought travel insurance through [redacted] with the understanding that could cancel flight up to about 24 hours ahead for a full refund. It was not explained that you had to have certain reasons only for cancellation. They misrepresented themselves. It is only after buying the insurance do you find out the "fine print." Bought this insurance on 7/19/13 in good faith. Phone number of business [redacted]. Only address I have [redacted] Cost of insurance $49.89.Desired Settlement: Sanctions to this business. Force them to give full disclosure prior to purchase.

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

Our insurance programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage. These terms were readily available in the booking path on the US Airways website prior to purchase and also emailed to the consumer along with a 10 day satisfaction guarantee period.

We provide this information upfront to allow consumers to make informed decisions on whether the policy would meet their needs.

The consumer is welcomed to contact our Claims Department at [redacted] to file an appeal if they feel as though the incorrect decision was made on their claim.

Sincerely,

Review: I live in WV and my father lived in Wisconsin. I traveled every few months to visit him as he was 91 and had been sick for eleven years. When I purchased a ticket in May, 2014 to visit him, Allianz Travel Insurance popped up on my computer. It stated that if I had to change my ticket for any reason, they would reimburse me. While visiting with my father, he got worse daily and I knew I couldn't leave him. Knowing I had purchased insurance for this reason, I felt relieved that it would be covered. He passed away on May 16, and I flew home a few days later. I sent in all required paperwork for the claim, but they refused to pay since he was already sick. He was 91! Of course he wasn't in the best of health. I have followed all of the rules and sent in the appropriate papers. They keep saying they will not pay. I have called and been turned down. I bought this insurance as I thought I was making a smart decision. Turns out, I wasted my money and time. Is there anything you can do to help me?Desired Settlement: I would like to have my ticket reimbursed as they promised. I had purchased insurance for both my son and myself, but he came back on the original flight. I stayed with the promise that they would reimburse up to 350.00. We paid 37.60 for the policy for the two of us. My son ordered it for us and it was under his name, [redacted]. Please help me!

Business

Response:

Dear [redacted]:

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

Our insurance programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage. These terms were readily available in the booking path prior to purchase and also emailed to the consumer. The policy also included a 10 day satisfaction guarantee period which enables consumers to look over the policy and decide if it will meet their needs. If not, a request can be made for the full refund of the premium.

The consumers insuring agreement excluded coverage for any loss resulting directly or indirectly from an existing medical condition. These were defined as:

An illness or injury that you, a traveling companion or family

member were seeking or receiving treatment for or had symptoms of on

the day you purchased your plan, or at any time in the 120 days before

you purchased it.

You, a traveling companion or family member are considered to have

an existing medical condition if you, a traveling companion or

family member:

· saw or were advised to see a doctor

· had symptoms that would cause a prudent person to see a doctor

· were taking prescribed medication for the condition or the

symptoms, unless the condition or symptoms are effectively

controlled by the prescription, and the prescription hasn’t changed.

According to the medical documentation on file, the condition that caused the consumer’s loss was excluded from coverage as the condition was symptomatic and being treated during the 120 day exclusionary period.

At this time, my review indicates that we are unable to provide coverage for the consumer's loss and I regret that we are unable to provide the consumer with a more favorable response.

Sincerely,

Claims Escalation Analyst

www.allianzassistance.com

Consumer

Response:

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

[My father had been sick for eleven years. My sister works at the nursing he was living in. She has people there on hospice for a year at a time. We had no idea he would get worse and pass while I was there to visit him. I bought this insurance policy just in case he got worse. I feel I am entitled to payment for the new ticket. Please review again. Provide details of why you are not satisfied with this resolution.]

Regards,

Review: Allianz Global Assistance makes it easy to acquire their insurance but of course they WILL NOT pay on a premium without significant and frankly overwhelming red tape, hoops, and what I believe is a practice to make it so challenging that they hope you give up.Rarely have I purchased trip cancellation insurance. I have now spent the past four weeks seeking reimbursement of a small amount of money - but its now become less about the money and more about COMPASSION and PRINCIPLE - which Allianz has neither. Unexpected health challenges occurred at the last minute due to a situation that is protected by HIPPA compliance. The decision was made to delay my trip to another time when the situation improved. Allianz Global Assistance made me create an entire documented health record that again verged on breaking HIPPA compliance. When a company portrays themselves as offering a service to assist you in a time of emergency - to suggest otherwise is a false claim or marketing. To have to go through a process that included taking parents away from the care of their children to have to support the claim is extraordinarily insensitive. By the way, they do offer their own suggested company for which you can appeal a rejected claim, too if you are so inclined. Yes I could just leave my lost funds on the table with Allianz Global Assistance - but how many other families have had to go through this, how many other families have been denied, how many other doctors and staff have had their time wasted in providing appropriate levels of paperwork. I was not lying, I was not trying to falsely claim my reimbursement, and I was not seeking to benefit any differently than the next customer. My trip was on [redacted]. I now have read every review I can find online about Allianz - and I have also read their responses to certain accusations. I am not a gullible consumer - but this is setup to benefit only their pocketbooks and its an embarrassment that [redacted] is affiliated with them. Therefore, here isDesired Settlement: $185 in charges incurred

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention. I am sorry for the consumer’s frustration regarding the handling of her claim.

We, and our partner [redacted], want consumers to make informed decisions regarding their insurance purchase. This is especially true as our travel insurance programs are like any other kind of insurance in that they have terms, conditions, and exclusions that impact coverage. They are not “all risk” in nature, and not every unforeseen situation triggers coverage. To help convey that, we indicate on the [redacted] website that “Limitations apply” and provide a hyperlink which consumers may use to review the terms and conditions of our products prior to making the purchase should they wish to do so.

In regards to any concern(s) surrounding our request for information violating HIPAA, a consumer is under no obligation to have his or her doctor release more information to us than he or she may want to. We respect that right to privacy, however, there is basic information we need to be able to assess the eligibility of the claim. Our asking for this information is not a violation of the HIPAA Privacy Rule which sets limits and conditions on the uses and disclosures that may be made of such information without patient authorization.

The insurance industry is one of the most highly regulated in this country. Unlike other service companies, we are obligated to ensure that our insureds are treated consistently when it comes to their insurance coverage. To issue payment to one consumer, while declining coverage to others in the same circumstance, would place us at odds with various fair claims settlement regulations. Unfortunately, we do not include great-nieces in our definition of a family member and [redacted] program also excluded coverage for any claim directly or indirectly related to medical conditions which her great-niece would have had symptoms of, or treatment for, in the 120-day period prior to the insurance purchase.

My review does show that her claim was properly handled. I regret we will be unable to reverse our decision in this particular instance.

Sincerely,

Review: I have been purchasing travel insurance for 20 years. This winter was the first time I ever had to use it. This company has been completely non-responsive. I filed a claim, read all the fine print, am 100% in line with all requirements, and they keep asking for additional (unnecessary) information. Then I send it and get a note saying to wait another 10-15 business days. This has been going on since January. It is now late April and I still have not received the travel reimbursal I qualify for.

What is the point of travel insurance if it is this much work and effort and you still don't get your money back?Desired Settlement: I would like the travel reimbursal I should have received in January. After the length of time and amount of effort wasted I would also like a refund of the $80.52 I paid for the travel insurance. Total is $1,246.32.

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.

As the consumer’s policy contained several general program exclusions, a completed Physician Statement form is needed to be sure that the cause of loss is on that is covered. Without this documentation we are unable to complete our review of the consumers claim. Our records indicate that we have reached out to the insured and advised of this documentation that was needed to finalize the claim. Currently, we do not have the documentation on file. Without this documentation we are unable to complete our review of the consumers claim.

Sincerely,

Claims Escalation Analyst

Allianz Global Assistance

Consumer

Response:

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 have offered multiple forms of documentation. I have bills, dated pictures of the patient in the hospital in a full body cast, and appointments, among others. All of these things are referenced as acceptable documents in the AllianzTravel Insurance documentation and are more than sufficient to prove that the injury is qualified for me to stay home with her. All of these things have been denied by Allianz Travel Insurance, even though they are listed as acceptable forms on their policy documentation.

The only thing I can't do is violate my mother's health privacy by filling out the specific form they are requesting. This is not up to me, this is a legal limitation.

Regards,

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Description: Insurance Companies, Insurance Services, Insurance Agencies and Brokerages (NAICS: 524210)

Address: 9950 Mayland Drive, Henrico, Virginia, United States, 23233

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