Allianz Global Assistance

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 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 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 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 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: 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: 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: 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: 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: [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: 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 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,

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: 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: 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,

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: We purchased travel insurance for a cruise/tour for the dates of July 29-Aug 15. On July 31st our trip was interrupted by the news my mother had suffered a stroke so 2 days into our cruise we needed to return home. My mother died 2 days later. Allianz is claiming our travel was NOT within the intended dates as the travel agent neglected to enter our flight date of July 25th correctly as we did a 4 day stay with a relative prior to the cruise. Our claim falls within the dates on the policy and we are not seeking reimbursement for that flight, even though our premium included the price of that flight. Correspondence from the claims department has been SLOW -- letters they say they have mailed have NOT arrived and their website where can supposedly download those letters has been unable to download them.Desired Settlement: Payment for claim.

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

This matter has been settled with the consumer and is now closed.

Sincerely,

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: 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: We purchased travel insurance from Allianz.Our plane trip was cancelled because of a bird strike, and we were unable to get another connecting flight to Ft. Lauderdale and our cruise ship. We missed the cruise ship and lost our cost of $2400. Allianz will not cover our lost, because they claim it is not a specific situation that they cover.We purchased insurance, in good faith that we would be covered, in the event our trip was interrupted.We paid for insurance, that we did not receive.Desired Settlement: We would like Allianzo to honor our contract and pay us the $2400.

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

Our insurance, like any other insurance had terms, conditions and exclusions that impact coverage. These terms were readily available for review in the booking path prior to purchase and also sent to the consumers email address upon purchase along with a 10 day satisfaction guarantee period.

The consumers insuring agreement included a named peril certificate which outlined each covered event. According to the consumers claim documents, the cause of loss was not a named peril as listed in their insuring agreement.

Due to this reason, we were unable to provide coverage for the loss. My review of the claim shows that the proper decision was made.

Sincerely,

Manager, Regulatory Claims, USA