Allianz Global Assistance

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: I purchased flight insurance from Allianz. I then was required to appear in court and had to cancel my trip. Allianz has denied my claim. I purchased the flight insurance. Subsequent to that, I was required to appear in court as the attorney of record in a trial. I had to cancel my flight, and I made a claim for reimbursement for the cost of my flight. I submitted supporting documentation for my claim on January 9, 2014. I received an email the next day indicating that my claim would be under review and they would contact me shortly. When I hadn't received any information by January 30, I called the company. I spoke to a representative who looked up my information and then indicated to me that she was denying my claim. My understanding is that this person not only answers the phone but is also a claims adjustor as well. I told her I would like to appeal that denial. She indicated to me that being required to appear in court on a trial was not covered because it was "my job." I explained to her that I was required to appear in court just like an individual who was subpoenaed as a witness or a juror who received a summons. The consequences of failing to appear are the same for all - possible contempt of court. She told me that she used to work for an attorney and she knew that public defenders can just have another attorney cover their case. First, I believe that my situation should be covered. I was required to be in court for a felony trial which was scheduled after my trip was booked. I had no choice but to appear. The fact that I am an attorney does not make a difference. Second, it is very rude for a phone representative to insinuate that I was somehow lying about having to appear in court. It was ridiculous for her to deny my claim on the basis that she knows public defenders can just have another attorney go to court for them. It's factually untrue and totally unprofessional.Desired Settlement: I would like my claim paid in full - the cost of the flight was $578.

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. These terms were readily available for review prior to the purchase of the insurance and also emailed to the email address provided.

The insuring agreement provided the following coverage:

You’re summoned by a court order or subpoena to serve on a jury or appear in court.

Currently we do not have official documentation on file to show that the consumer was summoned by a court order or subpoena to appear in court. If the consumer can furnish this documentation we may be able to reconsider the claim.

Sincerely,

Review: I purchased tickets to an [redacted] game through Ticketmaster's website and received a notice that an additional charge would be made to my card for insurance on my tickets by Allianz Global. I did not choose to purchase the services of Allianz.Desired Settlement: I would like an apology from Allianz Global for their devious business practices. This should be illegal.

Business

Response:

Dear [redacted]

Thank you for forwarding this matter to my attention.

Our insurance is optional and is offered in the booking path on the provider’s website. If a consumer wishes to purchase the insurance, they would need to opt in for it.

The consumer has requested to have the policy canceled thru our Customer Service Department and our records indicate that this has been done.

Sincerely,

[redacted]

Review: On January 14, 201,4 I filed a baggage delay claim. On February 8, 2014, after several calls inquiring about this matter, I received a check for a total of $100.02. The documentation that was sent supporting claim #[redacted] was for a total of 141.19 euros (copies of the receipts were sent with my claim) which in dollars is equivalent to a total of $192.41. I do not understand why this simple claim is causing such problems. This was the first time I used their service and probably the last time.

[redacted]Desired Settlement: Honor the terms of your insurance product and issue the correct amount for the claim ($192.41)

Business

Response:

Dear [redacted],

Thank you for bringing this matter to my attention.

Our records indicate that there were two checks submitted on the consumers claim. One for $[redacted] and the other for $[redacted]. The consumer was actually reimbursed for a larger amount than was claimed due to the conversion on the receipts and since there were two people insured on the policy, a check went out to each person as described above.

Sincerely,

Claims Escalation Analyst

Allianz Global Assistance

Review: I purchased insurance for a concert that was a Christmas Gift and they refuse to refund my money. First of all they are quite tricky in the way they get you to purchase the insurance - when you buy tickets it is automatically checked off to get the insurance so you really aren't aware at the time. I purchased a total of 4 tickets (2 at one time and 2 more at another) and did not notice the insurance was included on 2 of the tickets. Once I realized this, it was too late to cancel, but I thought since these were a gift maybe that was a good idea anyway so I did not argue and kept the insurance. Well as luck would have it, we had a major snow/ice storm that day and after we got to our friends house - the recipients of the gift tickets - our vehicle would not start back up. We were the only ones with a 4 wheel drive vehicle that would be able to drive the hour+ distance to the venue and didn't know what to do. So I called Allianz and they told me that auto problems would be covered under the policy! I took them at their word and although we were all upset about missing the concert, I thought I would at least be getting reimbursed for 2 of the tickets. However, once I placed the claim I had to contact the company 3 times to even get a response and then they said they needed a towing receipt...??? I told them that it wasn't towed, it just wouldn't start, I think it was a wet/frozen distributor?? I had witnesses but that was all - the vehicle started about 4 hours later and the concert was over by then. They told me to write all that down and they would look at it. After another couple weeks I received an email and written correspondence that this was denied. The biggest part of the problem is they never told me that when I called and asked what I needed to do and what would happen. If I had been told that I needed some proof I could have taken a video or something. It would have cost more money to have it towed especially in a snow storm.Desired Settlement: I would like to have a refund for the amount of 2 of the tickets which is $164.00

Business

Response:

[redacted],

Thank you for bringing this matter to my attention.

Our insurance, like any other insurance had terms, conditions and exclusions that impact coverage. Those terms were readily available prior to the purchase of the insurance and also emailed to the address provided along with a 10 day satisfaction guarantee period. This allowed the consumer to look over the insuring agreement and if it did not meet the needs of the consumer, the policy could have been canceled for a full refund of premium.

I have listened to the initial phone call in which the consumer advised our agent that it was snowing, sleeting and freezing rain where she was and wanted to know if it was covered.

Our agent then went over the reasons we provide coverage for related to weather (mechanical breakdown of vehicle and your home being uninhabitable due to weather). The consumer at that point just said she would wait and see once it gets closer if she could make the event. At no point was there a mention of a mechanical breakdown of the consumers vehicle therefore our agent did not go over the necessary documents needed to support that claim. The consumer at that point just said she would wait and see once it gets closer if she could make the event.

At this time we are unable to reimburse for the claim without verification of the incident that caused the loss.

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.

I called to see what would happen if the event was cancelled and to inform them of the weather conditions and this was hours before the show. I could not give more details or look up more details at the time because we hadn't tried to drive yet and didn't have a psychic around to let us know what was going to happen. We went to pick up our friends and attempt to make it to the concert, however, when we tried to leave their house, this is when the vehicle would not start. Since I was led to believe that this would be covered and we did not think it was necessary to tow the vehicle at this time or have a mechanic come out and give me a note!! - remember there were hazardous conditions and this was unnecessary at the time, we were only about 5 miles from our home.

I feel that Allianz purposely misleads their clients into believing they have 'insurance' but doesn't follow through with their promises when there is a problem. All conditions should be made CLEAR especially when I called regarding the circumstances. In addition, why did I have to contact Allianz three times to even get a response???? Sounds like avoidance to me.

Regards,

Review: My parents bought Travel insurance for a trip they scheduled to visit me. I cancelled the trip 2 days prior to departure with a note drafted by my psychologist. Allianze management "[redacted]"said my parents (around 80 years old), failed to read the fine print where it stated health disorders not covered. I feel they took advantage of the elderly. I tried to explain the circumstances to "[redacted]" however, she rejected my trip cancellation claim form. This rejection of claim caused great psychological distress that lead to the Emergency room.Desired Settlement: I believe the "Right thing to do" would be to honor the claim that was provided two days before the flight. $746.00 was the cost of the claim.

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 address provided.

According to the claim documentation on file, the consumer’s loss was due to a condition that was excluded from coverage. Due to this we were unable to honor the claim for reimbursement.

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

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.

After doing research on-line, I have found literally 100’s

of complaints from customers about this company saying,” you should have read

the small print!” I also found out that

60 Minutes did a special on how they were ripping people off. HOW can a company like this stay in business? If I had the time, money or if I worked at

the Revdex.com, I would pursue this Scam until it was resolved! However, I have to get back to work. What’s America coming to?

Sadly disappointed in the system,

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

Review: I never received $[redacted] reimbursement for travel interruption expense that occurred on October 30th, 2012. Despite filing their Trip Interruption Claim Form and repeated requests they have refused to honor my claim and have been misleading and willful in refusing to reimburse me.Desired Settlement: Check in amount of $1500 for Trip Interruption Reimbursement.

Business

Response:

Dear [redacted],

Our records indicate that payment was issued for the expenses the insured actually incurred. This was processed on October 29, 2013.

Sincerely,

Manager, Regulatory Claims, USA

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 Africa and while in route to London [redacted] Airport we were re-routed to Dublin 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 Amsterdam I just bought a direct flight from Dublin to Amsterdam where I would catch my next connection in time to get to Africa 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 Israel. 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.

Review: I bought tickets for a [redacted] show in March, 2014 and I bought the insurance in case I couldn't attend the show to get my money back. The show was on June 15th, 2014 at 7:00 pm at [redacted] in Washington. I lost my beloved dog at 12:15 pm and I couldn't attend the show. I e-mailed the insurance explaining what had happen provided the policy number which is [redacted], my name, my address, the date of the event and order number for the purchase which was [redacted].

I got an e-mail back from [redacted] Customer Service Representative from Allianz Global Assistance saying that it would not apply to my case. When I bought the ticket and the insurance from the ticketmaster website it covered in case of unforeseen situations, disease, etc... and when I needed I didn't get the protection that I was promised.

Which means that this is a false advertising and I got scammed.Desired Settlement: I want the price that I paid for the tickets to be refunded back to me as promised.

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.

In particular, the coverage provided reimbursement for the death of a family member. Family member was defined in the insuring agreement and unfortunately a pet was not included in that definition.

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. For your reference, details of the offer I reviewed appear below.

This is not acceptable because the death of a pet like she mentioned is not exactly true. [redacted] was not a pet, he was a family member to us. It was an unforeseen situation and therefore should be covered. I would advise people to not buy this insurance, and I am not satisfied with the results. Is very easy for them to take your money, but when it comes to pay for the benefits that you thought you were covered you get this no sense answer.

No one that has a pet for 14 years will be able to attend a show in the same day your pet dies.

I will continue to look for other venues, and also advise [redacted] of their decision.

Regards,

Review: I have requested a refund for a travel insurance policy that was apparently issued in error. Here is my experience thus far:

Why on earth does this company have an A+ Revdex.com rating?!

Allianz Travel Insurance / Global Assistance is a total scam. Disregard any positive review or rating.

At least the phone rep was honest about what we could expect when my wife developed a rash and we were debating going home for treatment or staying and seeking treatment on our trip. My wife is not a US citizen, but resides with me in the US. The rep informed us that Allianz policies are not intended to insure non-US citizens, but if we were to seek medical care, that Allianz would have to review any claim for out-of-pocket reimbursement that would be filed, thereby making our claim the exception, not the rule. There is NO mention whatsoever in the insurance contract of ones nationality, nor the nationality or place of residence of their traveling partners. The phone rep informed us that this policy is secondary insurance. Upon re-inspecting our insurance documents upon arrival home, it was clearly stated that in the state addendum for Minnesota, this is primary insurance- this was the reason we bought the policy, so that my wife would be insured with this as her primary policy, should things go wrong. What went wrong was our interaction with the representative. Who knows what would have been covered? I sure don't.

Given the uncertainty of any reimbursement for claims we might file, we decided to risk traveling home. After seeking a refund for this policy that was apparently issued in error, we were delayed several weeks (3-5 days at a time) until Allianz representative [redacted] was finally able to inform us that we were denied because:

" According to the call, our representative advised that our policy is designed for US residents; however a claim can be filed and our Claims Department will review the information accordingly. "

What really happened was this: We had an emergency, we were informed that the insurance we purchased might not have been right for us. They MIGHT have reimbursed us, if the outcome was favorable - but that was a MIGHT, not a will.

We went home and simply requested a refund for this useless policy, and amazingly, we were denied even that! Now we will be starting a charge-back through our credit card issuer.

I recorded all phone calls, so I am ready to go to court on this if needed.

I am sorry for anyone who has, like me, bought these Allianz policies over the years. This time, I was made aware that these policies were in fact a complete scam.

Do not buy. Take your chances. Allianz does not cover the painful feeling you'll have in your rear after seeking reimbursement or refund for this total scam.Desired Settlement: I would like this policy refunded.

Business

Response:

Dear [redacted]:

Thank you for bringing this matter to my attention. I apologize for any frustration the consumer may have experienced.

I have reviewed the policy. Currently we do not have a claim on file. As the consumer has purchased a policy with our company, if there is a covered loss under the insuring agreement, we will honor the policy they have with us. Our agents cannot guarantee coverage over the phone as we would need to review the documentation to be sure coverage applies.

I have requested to have Trip Interruption claim forms mailed and emailed to the consumer. A claim has been generated as well. Our Claims Department will be more than happy to review the documentation and assist the consumer in any way we can.

If there are additional questions, the consumer can contact the Claim Department at [redacted].

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.

I was not able to seek medical care for my wife during the period covered by my policy, due to information shared with us by an Allianz Travel Insurnace representative before seeking medical care that my wife might not be covered as she is not a "US Citizen" - the representative used that term, not US resident (even though my wife resides with me in the US). Although this information is not present on any page of the policy documents, Allianz Travel Insurnace policies are apparently not designed for non-US residents, and this may have been what the representative meant to share with us. The reason I am requesting a full refund of the policy is that any claim I would file would, as far as I understood, likely resulted in a refusal to reimburse for out of pocket expenses.

Regards,

Review: I purchased travel insurance with Allianz Global Assistance for my trip to [redacted] in January, 2014. The cost of the insurance was $78. Among other things, my policy covered trip cancellation and trip interruption. I filled out the details of my trip on their website. One piece of information I had to include was my departure date and my return date. My departure date was January 25th and my return date (from [redacted]) was February 2nd. I left [redacted] on Feb. 2nd, and arrived in [redacted] on Feb. 3rd at 5.25am. My flight from [redacted] to [redacted] was cancelled due to bad weather. I was forced to stay in [redacted] for three days (2 nights hotel, plus other expenses, including new air ticket home) and got home on Wed. Feb 5th. I submitted an insurance claim to Allianz a week later (on line). They refused to honor their contract because they said that because my departure date from [redacted] was Feb 2nd, I was not covered for Feb 3rd! They said my insurance policy ended on Feb 2nd, even though I did not actually arrive home until Feb 3rd because it was a 23 hour trip around the world. And so my claim was denied. I claimed approx. $650 in expenses.Desired Settlement: I would like my claim to be approved and my expenses for my trip interruption to be covered by my insurance company.

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

We have reviewed the consumers claim.

Due to the time change that was to take place on the return flight, we have made the decision to overturn the denial.

The consumer has been reimbursed the maximum amount allowed under the Travel Delay benefit.

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

Sincerely,

Review: I would like to draw attention to the lack of help from Allianz Travel Insurance Company. I have submitted a claim in August

and the employees have been rude, condescending, exhibiting unprofessional behavior , and most of all a lack of caring

about their product. I followed the exact procedures, and I have been stalled, ignored and even been told that I had

not submitted all that was necessary. I have mailed , had faxed, and called on every possible detail.

My purpose in writing this is not even to acquire the money I am due, but to call attention to a business that does not care,

treats its patrons rudely and with a attitude that they could care less. The managers are the worse , for they just brush one

off and then hang up. Their attitude is "you just try fooling with us".Desired Settlement: The outcome I desire is for the Revdex.com to draw attention to a business that does not live up to its standards.

I think their rating should drop dramatically in order to protect others for experiencing the "hell" I have endured

from them. I do not even care about the money anymore, this is about justice and the way clients are treated.

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.

Here at Allianz we strive to provide world class customer service to our consumers. The consumers complaint will be looked into further and any appropriate action will be taken.

We thank the consumer for expressing her concerns and look forward to providing a more positive interaction in the future.

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 purchased airline tickets to [redacted], [redacted] from [redacted] Airport([redacted]) on United for my daughter's wedding. The flights were to leave [redacted] on Oct 5, 2013 and return on Oct 8. My daughter's wedding was scheduled at the [redacted] on Oct 7. Unfortunately, on August 21, 2013 the prospective groom cancelled the wedding.I purchased flight insurance in case of bad weather, a postponement, a health issue etc. I didn't think that the groom would pull out. But, he did and we never took the flights. I submitted the claim to Allianz, they asked for documentation. I sent them a copy of the email sent to my daughter from the [redacted] verifying that the wedding had been cancelled. After waiting a month, I went on their website in order to track my claim. There I saw that the claim was denied without any explanation. My Policy # is [redacted] and my claim # is[redacted]. One buys travel insurance to recoup the cost of the flights. Why this company has refused to settle my claim is bewildering.Desired Settlement: I want my airfare refunded ($751.20).

Business

Response:

[redacted]
Thank you for bringing this matter to my attention.

Our insurance, like any other insurance had terms, conditions and exclusions that impact coverage. These terms were readily available in the booking path prior to purchase and also emailed to the consumer along with a 10 day satisfaction guarantee period.

The insuring agreement included a named perils certificate. Unfortunately, having to cancel the trip due to the cancelation of a wedding was not included as a named peril in the consumer’s certificate.

At this time I regret that we are unable to honor the consumers claim for reimbursement.

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,

Firstly,When you buy the tickets on line you're SOLD the opportunity to INSURE the cost of the flight. There are no list of reasons for cancellations given to the buyer. It is sold as "Flight Insurance" in case you must cancel the flight. This is a scam and takes advantage of people who do not fly very often.

Review: We had a home emergency prevented us from travelling, hence we filed a claim to recover the money we paid for hotel reservation covered the insurance purchase through Allianz, but Allianz refused to honor the claim.

Below is what we filed for the claim...

--------------------------------------------------------------------------------...⇄ />
Allianz Global Assistance

PO Box 72031

Richmond, VA 23255

800-892-0130

RE: Claim number [redacted] Dear Sir or Madam,

In regards to the above referenced claim [redacted], I just received a claim denial letter in the past weekend. Perhaps I did not state the emergency situation clearly. Here I will represent the claim. Would you please kindly reconsider the claim?

First, let me rephrase the emergency situation. In early morning of Dec 24, 2014 (around 8AM), we were about to leave for catching the [redacted] train to [redacted] (scheduled departure time 9:45AM at [redacted], which is 8 miles from my home, should only take 20 minutes to get there, and arriving the next day Dec 25). I went to basement to check on water supply line and found some accumulated water around the oil burner. Further inspection found that the oil burner pressure gauge was reading at alarmingly high pressure -- 30 psi. As you know the normal operation pressure for the oil burner is 10-18psi, such a high pressure trigged the pressure relief valve equipped with the burner to discharge hot water out of the oil burner (in order to relieve pressure issue). This clearly indicates that the oil burner is an abnormal situation. For your reference, I also attached a photography taken at that moment, which clearly showed a small steady stream of hot water coming out of the pressure relief outlet.

As oil burner is the only heating source to provide heating to the house, the abnormality of oil burner requires immediate attention and need to be addressed. If further failure occurs after this malfunction without being addressed, this would lead to even more dangerous consequence including the followings:

· Complete loss of heating, which would damage the piping system for the whole house since temperature in New England in this season could reach single digit (far below freezing point). Due to extremely cold temperature and no heat, all plumbing pipes could be frozen then be bursted.

· If the water dripping out of pressure relief valve continues, there is high chance of flooding in the basement as well.

Such consequences forced us to make a conscious decision to terminate the Dec 24-31 trip plan. We immediately called several emergency oil burner service providers, and got only one company promised to come by at noon time, possibly due to the Christmas holiday. As a result, we would have no chance to catch the 9:45AM [redacted] train, thus cancelled the 9:45AM [redacted] train reservation (at 8:32AM, see cancellation email in the original submission). This also resulted in a penalty due to cancellation within 24 hours departure time. While waiting for burner service provider to come, I called [redacted] and [redacted] around 9AM to explain the emergency situation, and asked CSR to cancel the existing hotel reservation due to above emergency. [redacted], of the heating company at 2[redacted], finally came at noon time on Dec 24. He inspected the burner system, and changed the relief valve system, and made other necessary adjustment for burner system to resume burner operation. [redacted] advised me to watch the system closely in the next few days if any further abnormality, which may need to be addressed. If you need further information or confirmation on this emergency service provide by [redacted], you may also contact him at [redacted]. All these details were also given in the original claim form. In addition, I have also attached a cancelled check of $200 payable to the heating company for the emergency service provided.

In summary, we had an emergency situation on the planned departure date (Dec 24), which did not allow us to travel.

· Oil burner system, the only heating source for the house, was in abnormal condition. The oil burner pressure was reading at 30 psi with hot water being discharged from pressure relief outlet. This clearly constituted a home emergency. Please note normal operation pressure inside burner should be 10-18 psi, and there should be no water coming out of pressure relief outlet under normal condition. This abnormality required emergency burner service.

· [redacted], the heating company, provided emergency burner service on Dec 24, 2014, to fix the issue and make the burner safer to run.

· Should the burner not being taken care of, serious consequence could emerge, such as complete loss of heating, pipe bursting, basement flooding etc in cold New England area.

Given the above emergency state occurred, I would sincerely ask you to reconsider the claim.

Sincerely,

-[redacted]Desired Settlement: A full refund of $866.43 for the hotel reservation.

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. Our insurance programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage. While we understand the event was unforeseen, unfortunately, cancellation due to the necessity of home repairs is 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 you with a more favorable response. Sincerely,[redacted]

[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 [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 regretted that I bought this insurance to give so called piece of mind, and fully agreed with so many complaints posted online against this company. I wished that I read those complaints before I bought such an insurance. I certainly will share my experience with my friend and colleagues. To me, I just could not jeopardize my home in such an emergency condition to continue for vacation trip with the only heating burner to the house in abnormal condition. ]

Regards,

Review: On Feb 5, 2014; thru Cheap Tickets purchased (2) tickets including Trip Insurance to Dallas TX for Mar 29 - Apr 3. Trip Insurance was $40.26; Within 1 day of our arrival in Dallas; I received a call that my daughter was rushed through the hospital emergency for stomach pains. On Mar 31, we received a call that she was being prepped for surgery for "Acute Appendicitis". I called the airline, paid the $200.00 per person ($400.00 total), change ticket fee and flew back to Michigan. I made a claim April 2, 2014 sent all the documents via PDF. It is April 30th, still have not heard anything reagrding this claim. I called this afternoon at approximately 2:41 p.m. and now there are a significant other documents they claim they need. They want a dctor's statement. This was an emergency room surgoen, How am I suppose to retrieve anything. I sent them the hospital documents that state her name, shows emergency surgery, date, and diagnosis. I sent them the receipt for the fee for the change ticket, but NOW they want a letter from [redacted]. This is a SCAM !!!!Desired Settlement: I want what I paid Travel Insurance for. I want the 400.00 paid for the ticket change fee. I didn't claim the rental car charges. I just want my ticket change fee. They have all the necessary documentation.

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.

Upon review of the claim, the consumers claim has been pending for the original e-ticket itinerary. Our records indicate that we have requested this documentation twice. We have received the new itinerary with the changed flight. We are unable to proceed with the claim without verification of the original insured trip. We have not requested additional medical documentation as the current information on file for the condition will suffice.

Sincerely,

Consumer

Response:

I have downloaded to the claim site and I have faxed a copy. This will be the second time that I have submitted this information. Hopefully this will be the last.

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,

Business

Response:

Dear [redacted]:

Our records indicate that the consumer has now been reimbursed for the change fees associated with their Trip Interruption claim.

Sincerely,

Claims Escalation Analyst

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 the refund as stated, 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 purhased "Event Ticket Insurance" for concert tickets purchased early January. These tickets were a gift for a concert on 3/6/2014.

The receipient of the Tickets has to undergo a biospy procedure in a hospital for a new illness recently diagnosed in the End of Feburary as indicated by his physician on the insurance reimbursement form. Due to recovering for the procedure on 3/4/2014, they could not attend the concert. The physician filled out the form. I submitted for reimbursement and am now undergoing a constant battle with Allianz that this may be do to a pre-existing condition and I must supply further medical information.

The customer service line keeps you on hold for over 20 minutes before anyonere picks up,making it impossible to provide or communicate more information to the insurance company. I believe they also violating HIPAA COMPLIANCE RULES of privacy for medical information.

The surgeon and the PCP will not give out medial diagnostic information to an event ticket insurance agent! The form submitted should have been enough to qualify for reimbursement.Desired Settlement: A full refund of the concert tickets ASAP.

Business

Response:

Dear [redacted]:

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

We have received additional medical documentation on April 14 which has allowed us to proceed with the finalization of the claim.

The consumer should expect reimbursement within the next 5 to 7 business days at the address on file.

Thank you,

Claims Escalation Analyst

Allianz Global Assistance

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,

worst business ever. I can't believe they have a partnership with [redacted]. Won't be using either of them again. These guys use a classic misdirection borderline DTPA. You have to go four levels deep to actually get to the fine print. Throwing your money away.

Review: I purchased Trip Insurance when I bought a Vacation Package. We were to leave on October 5th 2013 and I was unable to go because I became ill. I spoke with the customer service agent at Allianz and he told me I was denied due to the fact that I had a medical condition and they do not cover people who have illnesses. I was like really and he was like yeah read the fine print and then he hung the phone up before I was done talking. I will let everyone I know not to purchase trip insurance because it is a scam.Desired Settlement: I think I deserve a refund for my trip, I had the doctor note and paperwork filed out and done within the 90 day period. 90 days is January 5th 2014.

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.

The insuring agreement provided coverage for cancelations due to medical reasons however certain conditions were excluded if they fell under the definition of an existing medical condition. The definition of this exclusion was included in the insuring agreement.

We have reviewed several recorded phone calls and were unable to locate an interaction in which the consumer was treated unfairly nor were we able to locate a call that was ended by prompt disconnection by our agents.

The consumer may contact our Claim Department to provide information additional information to locate the call in question so that it may be addressed with the appropriate agent.

At this time our review does reflect that the appropriate decision was made.

Sincerely,

Review: I purchased a trip protection plan from Allianz Global {policy number [redacted]} to ensure reimbursement should I need to cancel my scheduled flight in November 2013. Unfortunately, my plans did in fact change, and I needed to cancel my flight. Plans changed because my friend had to cancel because of his wife's health issue. When I contacted an Allianz rep they informed me I needed a letter explaining why, which I provided, then they requested a letter from my friends doctor. I declined the request for the doctors letter because it was third party information and not Allianz concern. In reviewing Allianz on-line benefit it reflects the following "provides reimbursement for non-refundable trip payments and deposits if you must cancel your trip before you get started". This product was purchased in good faith and trust your review will agree that I am entitled to a full refund of $368.10 which represents the cost of my airline ticket. Your consideration to the subject claim is appreciated.Desired Settlement: Full refund of my $368.10 airline ticket as the Allianz on-line advertised guaranteed.

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 consumer.

The insuring agreement provided coverage for cancelations due to medical reasons; however, certain conditions may fall under a general program exclusion as explained in the insuring agreement.

Unfortunately, without a completed Physician Statement form, we are unable to proceed with the consumers claim. At this time, the claim remains in a temporary closed status until the requested documentation is received.

Sincerely,

Manager, Regulatory Claims, USA