Allianz Global Assistance

Review: We bought travelers ins. through Allianz. This was for a 50th anniversary trip to AK. (first vaca in 12 years and first cruise.) 3 days into our 13 day trip my husband had [redacted] and we had to go home for treatment. We are in the process of working on the claim but we started Sept. 8 and are not finished! When I call to see what the status of my claim is, the automated system tells me go online for status. When I go online the site does not recognize my claim number nor policy number ! They did refund the unexpected flight home and each time they asked for back up info I complied. Then they asked for more. I followed through again. I was told the last paperwork was in review and we would hear something by Jan. 30. Nothing happened. I called my agent for help and she contacted them again Feb. 2nd and was told we would hear something in 48 hours. That was 8 days ago!

I am totally disgusted for this runaround ! I expect to be refunded more than half the cost and never expected this delay in payment !Desired Settlement: I want this finalized ASAP. I expect to be reimbursed for more than half the cost of this trip. We only started to enjoy the trip. We never even got to see the cruise ship..I would like the amount refunded to be itemized so I know what they are covering, not just a lump sum.

Business

Response:

Dear Ms. [redacted],Thank you for bringing this matter to my attention. Our records indicate that the consumers claim was finalized and paid on 2/19/2014. We apologlize for any frustration the process may have caused the consumer. If the consumer has any questions regarding payment, they may contact the Claim Department at [redacted]. Thank you,[redacted]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 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: On November 12, 2013, I purchased tickets for the musical [redacted] in [redacted], for January 4, 2014. Unfortunately, I had to end up canceling the event due to a bad snow storm that had taken place the weekend of the event (January 4, 2014). I purchased insurance from Allianz Global Assistance just in case an emergency occurred such as this. When I called Allianz Global Assistance to let them know that I had to cancel due to a snow storm and wanted to choose another date to see the show. The sales clerk told me that I had to complete a form before I would be able to receive a refund. If I wanted to see the show on another weekend, I had to purchase additional tickets I immediately faxed the form to the Claims Department on January 2, 2014, and an email was sent on January 3rd, letting me know that they received my claim. The email specified that it was being reviewed and they would contact me shortly. However, on January 23rd, I received an email stating that my claim was denied due to the insurance program provided trip cancellation benefits for the named perils outlined in the insuring agreement. Unfortunately, bad weather conditions preventing you getting to the event was not included among those reasons. Before you are able to read the FULL policy, you must 1). Purchase the tickets for the event and 2). Purchase the insurance policy from Allianz Global Assistance then you will receive an email with the Full policy requirements. I think this insurance policy is false advertising and no one should waste their money by purchasing this garbage. I can understand if I cancelled the event for no reason but we had a bad snow storm that was affected the entire East Coast. Instead of Allianz Global Assistance denying my claim they should have given me the option to choose another weekend.Desired Settlement: Change their policy and requirements.

Business

Response:

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 prior to purchase on the event website and were also emailed to the consumer along with a 10 day satisfaction guarantee period if the coverage did not meet the consumer’s needs.

As the cause of loss was not listed as a named peril in the insuring agreement we were unable to provide coverage for the consumer’s loss.

Sincerely,

Consumer

Response:

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

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

I reject this offer because I should have been given the opportunity to be able to select another date to see the show. Due to a bad snow storm that affected the entire east coast, I had to end up cancelling which cost me $356.70. There were other venues that were affected by the snow storm that allowed individuals to trade in their tickets and select to see another show on a different date. Per the website, it was recommended that this insurance policy be taken out when you purchase tickets, however, it does not cover for inclement weather which could affect any individual. Any assistance would be greatly appreciated.

Regards,

Review: I booked a flight to Seattle for my wife through [redacted] because I was working there on a project, on the [redacted] website there was an option to add travel insurance which literally said to protect your purchase incase your plans change etc, refund of your tickets upto 100%, but it didnt say anything about any clause that there has to be something critical in order to process the claim like only in case of an emergency I can claim it. So I had to cancel her flight because my project got cancelled and I called the company for my refund, they told me they can't refund anything because I have to have a valid reason like death or emergency in order to process a claim they told me all this was mentioned after I purchased the insurance, but I got the email after I bought the tickets which at that point were nonrefundable. So to make the long story short, they did false advertisement portraying that I was covered and then hit me with a clause. So I literally wasted $531 on air fare but I did cancel the policy to get the $26 refund.Desired Settlement: Even though I cancelled the policy, I would still want them to refund me my airfare of $531.

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. These terms were readily available in the booking path prior to purchase and also emailed to the consumer on 05/13/2014 at 2:15PM EST. 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 agent was correct in that the insuring agreement did not provide coverage for the consumers loss. The consumer canceled the policy during the 10 day satisfaction guarantee period and the premium has been refunded. As the policy has been canceled, the consumer is not eligible for a claim of reimbursement for the airline ticket.

Sincerely,

Claims Escalation Analyst

9950 Mayland Drive

Richmond, Virginia 23233

www.allianzassistance.com

Review: Please see attached for Travel Insurance policy.

trip interruption protection travel trip delay coverage was not refunded missed flight in dc had to be back to work next day would not schedule us

til next day I had my 81 and 80 mother with us had to rent a car and return from Washington dc to Huntington wv they only will pay for van. our plane was 5 minutes late and they said our plane would held but it was not my father was in a wheelchair. [redacted] would not assist us in any way with getting us home that night or to find us a hotel I feel they should reimburse us the fees of interruptionation protection has stated in our contract and not just the coverage of a car I had to miss a day of work because of traveling all night in a car 6 hour trip it is stated travel trip delay coverage 200.00 trip interruption 350.00 I fell they should at least refund us for delay coverage the date of this incident was Monday July 1 2013

__________________________________________________

July 29/13 - Additional information provided by the consumer.

we have spoken to the company they said all they would pay for was the rental car When I was at the airport (Washington DC ) they united courtesy desk said I did not have insurance they told us we were on stand by for the next day in which my wife was soppose to be back at work. I was traveling with my 2 elderly in-laws wife and grandson we were on our way home from Portland Maine. My father in law is 82 yrs old handicap needing assistance with wheelchair they took the wheelchair away from him and his wife left him sitting without assistance while my wife and I were trying to arrange flight arrangements. I feel they should reimburse us part of our travel because it was intereupted or delayed as stated that they should cover move than just a car I had to drive 6 1/2 hours from Washington to Charleston Wv where we left our car at that airport we when had left the week before. They told us it was weather related in Portland why our flight left late when there was no plane there to begin with to take off. and there was flights from other airlines coming and going even though there was some rain. We were told our flight in DC would wait for us and it was taxing out as we were getting off our plane. I will never fly [redacted] again! there was another flight in Maine that they had made a mistake and did not have a pilot to fly those poor people to Chicago maybe that is what happen to us and why there was no plane there to take us on time to DC because there weather sure wasn't a problem for the other airlinesDesired Settlement: our insurance with allanz global assistance states

travel trip delay coverage $200.00

Trip [redacted] both senior citizens ages 81 and 80 years of age [redacted] is handicap I feel that all of our fees should be honored as stated in the contract our flight date that this occurred was July 1 2013

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 out of pocket expenses incurred due to a travel delay. The benefit does not pay out the maximum amount as an inconvenience benefit.

Our records indicate that the only out of pocket cost was the additional transportation expenses to return home and they were reimbursed for that amount. The consumer has claimed the limit of liability for the Travel Delay benefit for all travelers and is not eligible for that compensation.

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

Review: I did got hotel insurance for my trip, and for an emergency I can NOT make it. I filed claim with 18 pages, and they need all my medical history.

I did give them what they ask for but I have NOT get my money back. "scam company"

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.

In order to effectively adjudicate a claim, we require a completed Physician Statement form for all medical claims to ensure that the condition is covered under the policy. The claim is also pending for the trip itinerary and proof of payment for the trip cost. Without these documents, we are unable to process the claim.

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.

[I have submitted all documents they ask for.]

Regards,

Review: I have booked a flight [redacted] to [redacted] before july long week end and I took insurance for my flight through Allianz Global Assistance USA. After booking the flight on the day of the travel the flight got delayed eventually cancelled. and I was re booked for different flight twice and cancelled. After that delta airline did not assure me of any flight or accommodation that night. having no other choice I rented a rental vehicle and left to Wisconsin on road.

But when I made a claim they say that flight resumed normal in 24 hrs so they wont pay the claim. but the fact that delta did not offer any flight at that time in-spite of me spending on phone for 2 hours with delta for a flight.

This just unjust and not a good practice for Allianz Global Assistance USA. they just want to find a way to not pay the ticket price.Desired Settlement: payment of my claim

Business

Response:

[redacted]

Thank you for forwarding this matter to my attention.

Please have the consumer provide a claim or proper policy number so that we may address their concerns.

Sincerely,

Review: I paid for a travel insurance policy through Allianz Global Assistance for my daughter and her friend. When they had to cancel for a reason covered by the policy, we received one check for my daughter's refund. No check has been sent for the friend's refund. Everyone we talk to gives us a different story and for weeks we have been told the check will come in a few days. It has been months now and still we have only half of the refund for which we bought the insurance policy.Desired Settlement: We want Allianz to honor the insurance policy in full as they promised, not just half of it. We want them to quit telling us a different story every time and just send the check. They acknowledge that we have a valid policy and already paid half. Finish the job.

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 records indicate that the check was sent out multiple times and voided because it wasn’t received. Another check was sent out on 09/11 to a different address as requested.

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.

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

Regards,

Review: I was billed for ticket insurance after purchasing tickets on line through a [redacted] site. I received notice that I had also purchased this ticket insurance. The amount was $18.60. I am very diligent about reading details of my on line purchases. I have no recollection of selecting this insurance, and would not have authorized this purchase. I do not know where the information to purchase was buried in the print, but feel this was purposely done to hide the selection in order to open unauthorized insurance policies.Their "guarantee" says they will refund the premium if they are notified within 13 days of purchase. I received the notification 11 days after purchase, which was my first indication I had been billed for this. Now they are giving me the run around as it is past 10 days.I feel this is a set up and is not posted clearly as the tickets were being purchased.Desired Settlement: I want this amount of $18.60 credited back to the charged credit card.

Business

Response:

Dear [redacted]Our records indicate a refund for the insurance premium was credited to your card on 12/30/14. If you do not see a credit on your next billing cycle please contact us at [redacted]Sincerely,[redacted]

Review: Got a room with [redacted] on 04-15-2015 paid for insurance on the Hotel I lost my job next day on 04-16-2015 [redacted] told me to contact ALLIANZ Global Assistance they me a claim number '[redacted]' I full out all the forms and faxed it to them . I call a week later they needed my termination paper and a Bank Statement I faxed it to them. $282.80 is what I paid for the room and $12 for insurance.Desired Settlement: Refund of $282.80

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 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 consumer has filed a claim for employment termination. The policy provides coverage for this reason if you are terminated after your purchase date, have been with the company for three continuous years and the termination was due to no fault of your own. At this time, we do not have verification of the length of employment. The claim is pending for this documentation. The consumer may contact the Claim Department at [redacted] to obtain more information on the claim process. Sincerely,

Consumer

Response:

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

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

Regards,

[redacted] put us through 6 hours of hell on the phone, no one new any thing they could not find our reservation , they hung up on us like a million times. the only reservation they kept finding was a past one from Dec. I was very dissatisfied with the way they handled our problem. all we want is our money back, and be done with hot wire and never use them again. there is a 10 day satisfaction, and we were not satisfied by any means. thank you

Review: I purchased this insurance for a flight, for a funeral I was attending and when the services where changed due to religious reasons, I changed my flight but insurance refused to except the change and charged me $200.00. I sent documentation several times but they continue to reply with we need more.Desired Settlement: I would like my refund as per the reason for purchasing the insurance to begin with.

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. We were originally unable to make a determination on the claim because we required verification of the incident (obituary, death certificate); however, from the complaint it is clear that the death occurred prior to the purchase date. As the cause of loss was not listed as a named peril (rescheduling due to a change in funeral services), we have denied the claim and sent the consumer documentation to his email address. I regret that we are unable to provide a more favorable response at this time. Sincerely, Kalinda H[redacted]Claims Escalation Analyst

Consumer

Response:

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

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

Regards,

ZERO ... negative if possible. Bought insurance for trip. Found out week before departure wife's sister has cancer, had major surgery 2 days before trip wife flew to be with her sister. Cancelled hotel, air, etc. Allianz ran us around in circles for 3 months. Sent trip cancellations, ticket receipts, emails, letter from hospital plus hospital discharge papers to Allianz; faxed, mailed and downloaded onto their website. WHAT a bunch of crooks !!! DO NOT USE THEIR SERVICE - Waste of Your Money and You Will Be Sorry if You Have a CLAIM.

So far this has been a bad experience. I am a sorry sap that usually buys insurance but NEVER needs to use it. I was flying to Texas to visit a friend, a week before my trip my husband had a minor routine procedure. His healing process went bad, and instead of 1-2 days it took over two weeks for him to heal. Because his consultation was back in May this was a foreseen circumstance. Mind you, when I bought my ticket, I didn't think I'd have any issues with anything, my husbands procedure didn't even cross my mind as something to be concerned about. Yet, the unforeseen happened, but it's still pre-existing to them. I had to cancel my trip, I even called them to make sure my situation was okay. But I still had no choice but to cancel, he was in no condition or physical ability to take care of our kids, couldn't walk, stand or drive. Today I find out they denied my claim, and now I have to go through an appeal process that most likely I'll have to take to the Revdex.com. This was completely out of our control, this was a routine procedure, there was NO indication anything could possibly go wrong. I'm quite upset, especially because I tried to do the right thing and call them first to make sure it was okay.

I would rather loose money than to ever use this company again, I had to cancel a trip, called and canceled in ample time. I’ve had to cancel trips before and all I had to say is something came up or for personal reasons. Allianz, says the only way you can retrieve your money is through sickness with traveler or travelers family. The first time I called regarding canceling my trip I was explaining to a gentleman representative that I needed to cancel for personal reasons he started laughing, I asked him what was the problem (I assumed saying “personal” was not going to get my money back) I requested a supervisor she took my e-mail and sent me all these papers to fill out, she also said she would talk to the representative.
I called backed the second time again we went round and round as I was explaining to the young lady it would have been nice if the company would have put the rules down before I paid my $17 the representative said it was your option to purchase it or not and you chose to purchase (I liked to puke). I explained I thought they where associated with [redacted] (that’s why I purchased), since they were on the same page as [redacted] and I thought they where legit. Her response was; No we’re separate from [redacted].
After speaking with these is I called [redacted] back they explained to me that company’s like Allianz are not affiliated with them what so ever and they usually just pop up/attach themselves on the end of the payment site/page. [redacted] was so gracious to me they refunded all my money back with NO questions ask and many apologies even though they have NO affiliation with Allianz.
Allianz this is why we pay for travel insurance so we can be taken care of if things come up-not always illnesses happen. Shame on you Allianz, how YOU make money on others with problems. Thank You [redacted] for taking care of your customer(s), sadly to say this company Allianz will never have the kindness for it’s customers as YOU have. Team [redacted]!!!

Review: I purchased travel insurance from Allianz for our flight and trip to France. We had delayed baggage delivery, almost 72 hours after our flight landed. We filed a report, and have documentation of the flight time, and baggage delivery time. On the declarations page of the Letter of Confirmation, it states that our plan includes "Baggage Coverage". In reading the details of the policy, a section is titled "Your Baggage is Lost, Stolen, or Delayed", and goes on to describe when it applies and what it covers. There are no other baggage sections. It would seem to me that if one would have "Baggage Coverage", it would apply to the Baggage section in general, not necessarily only certain parts of baggage coverage. But this is not what Allianz is telling me after they denied my claim. They state that "Baggage Coverage" does not include delayed baggage. I don't see how, after reading the policy multiple times, that one would not assume that "Baggage Coverage" should include coverage in everything in the baggage section. There is no mention of delayed baggage not being covered. There were no options to purchase a policy to include delayed baggage. There is no hint that "Baggage Coverage" is intended to cover only a few of the situations described in "Your Baggage is Lost, Stolen, or Delayed". If "Baggage Coverage" is supposed to be more specific, it should be titled/described as such. If "Baggage Coverage" does not includ delayed baggage, that should be indicated in writing somewhere in the policy.Desired Settlement: I should be given the full $300 benefit as described in the policy. Our expense to cover 3 days worth of essentials exceeded that amount. Also, the underwriters should change the written policy or declaration if delayed baggage coverage is intended to be separate from other baggage issues.

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

Like any other type of insurance, our products have terms, conditions, and limitations that impact coverage.

The consumer is correct that there is a general heading, which we indicate in the contract is for “convenience only” indicating:

Your baggage is lost, damaged, stolen or delayed

Delayed baggage Your baggage is delayed by a common carrier

Lost, damaged or stolen baggage Your baggage is lost, damaged or stolen

Please note that there are two distinct benefits contained under the overall caption of “baggage”; coverage for delayed baggage and coverage for lost, damaged or stolen baggage.

Unfortunately, Mr. Ebener did not have a delayed baggage benefit on his insuring agreement.

However, we have chosen to make a one-time consideration payment in this matter to the policy limit of $300.00. The consumer should receive that check in the next 3-5 business days.

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

Sincerely,

Review: I purchased trip insurance from this company for a vacation to celebrate our 25th wedding anniversary in France, believing that a local company would be most efficient. Unfortunately, my husband became ill and died suddenly 2 months before our trip. I completed all the forms required for my insurance claim with this company. They harassed me with letters listing what information was reportedly missing from my claim. I called my travel agent to assist with compliance and tried again to submit my claim. Allianz did not reimburse me the amount that was owed based on my complaint I received 600$ of the $2200. that I was owed. I contacted the company and after waiting on hold for 15 minutes they stated that they did indeed have all the correct claim information and they were very sorry for the error. I was told that the full reimbursement would be sent to me directly. This was at least 3 weeks ago. I did not receive any communication or reimbursement and thus contacted the company again today to find out the status of my claim . I was again placed on hold for a significant amount of time and told they were "checking to make sure they had all the information." I was asked to continue waiting on hold or they would call me back "in a few minutes" . They claimed they were very busy today. I have now been waiting falmost an hour and have not received a return call from the company. This is unacceptable business practice.Desired Settlement: I expect to be paid the full amount that I am entitled to under the claim contract with the company. Given the circumstances, I should not have to beg and plead for what I am rightfully owed by the company. They are trying to get out of paying by dragging their feet, and hoping that in my current state of grief and confusion I will forget they owe me money.

Business

Response:

Dear [redacted]:

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

Our records indicate that there was documentation that was requested from the consumer’s travel agent that we hadn’t received and needed in order to determine the amount of liability for the claim.

Our records indicate that at this time the consumers claim has been resolved.

Sincerely,

Claims Escalation Analyst

www.allianzassistance.com

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.]

The company was not honest in its review of the complaint. I was told that the company had ALL the necessary documentation to settle my case and they apologized for any convenience caused by the delay due to their oversight and a check would be sent to settle the case. I did not receive the check and after waiting over 3 weeks I called the company and was put on hold for over 15 min while they "tried to figure out the status of the claim". I was then told that they needed ADDITIONAL documentation from the travel agency and would get back to me briefly. Needless to say they did not get back to me and when I called the following the day they again wanted to place me on hold. I refused to do so and told them to have a supervisor call me back. The case was resolved because I would not take no for an answer and screamed a lot. I have since received my settlement but the company was dishonorable throughout the entire ordeal. I would NEVER recommend that the company not be used but anyone.

Regards,

Review: Allianz Global Assistance car insurance is offered online with [redacted]. I bought their insurance as I made a car rental reservation for a vacation in the Dominican Republic. At the car pick up site, a [redacted] booth within an airport, I was told that Allianz Global insurance is not valid with [redacted]. I had to buy additional car rental insurance from [redacted]. I am upset that I was sold a product by Allianz Global Assistance that was worthless. The two business should not sell their products together online, on the same web page as if they will work together.Desired Settlement: I would like a refund of $108 from Allianz Global Assistance.

Business

Response:

Dear [redacted]:

Thank you for forwarding this matter to my attention.

I am sorry for [redacted] experience.

I can assure her that, contrary to the rental agency’s statements to her, the coverage she purchased from us was valid and would have responded had she damaged her rental vehicle.

Employees of rental agencies are incented to sell their own insurance product and on occasion will advise consumers that our product is not valid.

We will gladly refund [redacted] premium. She only needs to contact our Sales Support Department and provide them with a copy of the rental agreement which shows that she purchased the insurance through the agency.

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

Sincerely,

Review: I called this Company on TuesdAY May 21ST, to cancel My trip to Richmond, Va due to a death of one of my Realitives. I'm thiking that Since I bought travel Insurance for my plane ticket. everything would be ok. wrong? I was told that in order for me to get all my Money back I had to supply a obituiary or death certificate. Ok for starters that is none of this company business. If I can't go on this trip. Then I cant go. I bought the insurance and I had to cancel the trip. Providing this company with Info that Is none of your business and I am grieving. Is unacceptable to me. Cancel My trip And Move on.Desired Settlement: I want a refund of the total. amount of $373.59. I will make sure to never use your services ever again. my [redacted] iternary number is [redacted]. I do not want any phone calls about this just e-mail. If I cannot have a refund and You still request the info stated as far as a certificate of death, etc. I will contact a lawyer and maybe I can get my money back that way.

Business

Response:

Dear Ms. [redacted]:

Like any other type of insurance, if a consumer is making a claim they are required to submit documentation that will allow an insurer to determine if they are going to be able to make a claim payment. When a consumer wishes to be reimbursed for the passing of a relative, it is not burdensome to request official verification of that person's death.

We look forward to receiving the requested documentation from the consumer so that we may be able to finalize our review of her claim.

Sincerely,

[redacted], Manager, Regulatory Claims, USA

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,

2 reasons why I am rejecting this. First off my last name is not Mrs. [redacted].

second. I want my Money back for this trip. I should NOT have to provide any documents. If I cant go I cant go. Its not that difficult.

So that we are clear. My full Name is [redacted]

I go By Miss [redacted] or MIss [redacted].

Review: I purchased travel insurance and cancelled the trip weeks before travel date. The company is requesting a lot of personal information that doesn't relate to my refund. I've provided quite a lot of information and now I'm waiting on my refund. It's been two months since I sent the information.Desired Settlement: refund

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.

According to the documentation on file, the insured’s cause of loss was included in the insuring agreement but was subject to the terms and conditions of the certificate of insurance.

One of the exclusions was that we do not cover for known and foreseeable events. The situation that led to the change in the consumers travel plans occurred on April 26, 2013 which was prior to the purchase date on May 31, 2013.

Accordingly we have declined to cover the consumers claim.

Sincerely,

Review: Allianz has refused to cover bills for a medical emergency due to travel, although a CSR initially promised they would. I was in a scooter accident on my honeymoon in [redacted] on 10/17/13. It was minor, but due to the trauma and the long plane ride home, I landed back in the US on 11/2/13 with deep venous thrombosis (blood clots) in my left leg. I was seen at an urgent care center and sent immediately to the ER. An ultrasound of my femoral artery showed clots in my left thigh, calf, and a cluster behind my knee. An X-ray showed a foreign body suspended in my calf muscle as well. After being treated with [redacted] for the clots and put on bed rest for swelling I called Allianz to ask what I should do with the bills. The customer service rep. was pleasant and advised me to pay for everything and send them all bills and receipts, along with the filled out paperwork (which he put in the mail and I received the following week), and they would take care of everything. He wished me a speedy recovery and I hung up the phone feeling positive about the experience. Between the urgent care center, emergency room visit, ultrasound of my veins, blood work, hematologist visits, surgeon visits, prescriptions, etc., I had paid $2774.43 worth of medical bills, on top of a period of time in which I could not return to work (I am a bartender and must be on my feet for hours). I was thankful to have purchased Allianz travel insurance, just for these types of situations. About a week after I had sent a package of bills and paperwork to Allianz, I received a letter saying that they were not going to cover my expenses because they were incurred after I had returned from our trip, not during. I called (reasonably upset) and told the rep. that I had been advised that all of my bills would be taken care of because my medical emergency was due to travel. The rep. handed me off to a supervisor who promised to pull that call and, if the initial rep. had indeed said that Allianz would cover the expenses then they would have to honor his statement. Either way, he said, he or another supervisor would call me when they had pulled the call. A week went by with no phone call. The following week I received another letter in the mail stating that Allianz would not cover my expenses because the expenses had to be "medically necessary" (untreated, the clots could've moved to my heart, lungs or brain causing a pulmonary embolism, stroke, and possibly death) and be incurred during a trip, which they specified as a destination "over 100 miles from your home". When my leg swelled up like a watermelon on the plane, what should I have done? Told them to turn around and land on foreign soil so I could have my treatment covered? Ridiculous! I landed in my home state and was treated there. My medical emergency did happen while I was on my trip, but I don't think I should be penalized merely because I had no option but to be treated once the plane arrived home. I called Allianz one more time to ask why I was not given the promised return call and to ask if my call had ever been pulled. The rep. I spoke with was very patient and kind, and he tried to transfer my call to that supervisor (who was, coincidentally, not at his desk at the moment), but ultimately he could do nothing for me either. Before our honeymoon, my husband was against me purchasing travel insurance because he believed it to be a giant scam (he's a bit of a cynic). I purchased it anyway because we were both without health insurance at the time and we're adventurous travelers. If something were to happen to us on the other side of the world, I wanted to feel that we would be taken care of. I guess he was right. They were happy to take the money from us but dug in their heels so as to not pay anything back. I am still curious as to whether my initial call was ever pulled, and why a company would want to screw over travelers like my husband and I. We aren't going to stop traveling any time soon and, had they taken cDesired Settlement: I would like Allianz to pay what the initial customer service rep. promised they would, a refund of the total of my medical expenses due to deep venous thrombosis (DVT) from combination of trauma from the scooter accident and long plane ride home. Because the DVT happened on the flight home, I COULD NOT be treated abroad. I had no choice but to wait until the plane landed. The total of my expenses was $2774.43. Allianz has returned all of my bills and receipts to me, and I would be happy to shar

Business

Response:

Dear [redacted],

Thank you for bringing this matter to my attention.

We have reviewed the phone call in which the consumer called in to report her loss after the coverage ended. Our agent listened to the consumer and offered to send her a claim form and advised of all documentation needed to process the claim. The agent did not promise that the expenses would be covered and nor was he advised of when the expenses were incurred.

During the phone call, the consumer did indicate that the loss occurred on the flight home which was during the coverage period. During the review of the claim, it was determined that medical treatment was incurred within 100 miles of the consumer’s home. A trip was defined as: Round-trip or one-way travel to and from a place at least 100 miles from your home. It can’t include travel to receive health care or medical treatment of any kind, or commuting to and from work.

While the initial review of the claim was correct, we have agreed to issue a one-time consideration payment for any expenses incurred on the day of the emergency and only while the policy was in effect (10/31/2013). If the consumer has any bills that fall under this criterion she may send them in for review and payment.

Sincerely,

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.

As my medical emergency was incurred on the return flight from my trip, I was unable to receive treatment until the plane had landed. Due to traveling through time zones (and an unfortunate 24 hour layover in [redacted] due to our booking agent's error), by the time the plane had landed it was after the date our travel insurance ended. The associated bills, beginning with the urgent care and emergency room visits, were the first of our expenses and I could physically not have been seen there earlier because I was in the air. I purchased Allianz Travel Insurance for assurance that any unforseen travel expenses would be covered. The customer service representative I first talked with about this was very assuring that I would be taken care of. If he did not explicitly promise to cover my expenses, he certainly lead me to feel confident that they would be. Because my deep venous thrombosis was CAUSED BY TRAVEL, I would think that they would do the honorable thing and, as a travel insurance company, cover the associated bills. I hate to lump insurance companies together, but I feel like at every turn insurance companies are trying to take your money with the promise that they'll be there when you need them, only to run for the hills when the call for help is made. I understand their stipulations for what a "trip" is outlined as, but due to the circumstances of my medical emergency, I would hope they would make an exception. When and where I incurred my medical bills was unavoidable.

Review: I filed a complaint with Allianz Global Assistance on Feb 1st, and uploaded all of the required documentation for the claim on Feb 4th it is now March 11, I have called to check on the status since the 10 day "window" that they claim it will take almost daily to inquire as to the status of the claim and if there is further documentation needed. While the reps are pleasant it doesn't give me any hope of getting my money back. I was supposed to travel with my 81 yr old mother and my 10 yr old daughter we were flying to Miami and going on the long awaited vacation on the [redacted]...unfortunately the morning of our flight I awoke extremely ill dizzy and vomiting and simply could not travel. I went to the dr's and had the forms filled out etc. 24 hours later both my daughter and mother came down with the same illness and were very ill as well. I'm sure that [redacted] would not have wanted us on the boat!The [redacted] rep felt positive that I would get a prompt refund from the travel insurance company as they use them all the time but to call [redacted] back if I didn't get my refund they would put the $$ towards another trip. I can't book another trip unless I get the $$ back...It is very frustrating to be told to "call back in 4 more days, oh 48 more hours then today another 48 hours" I need to get my $$ it is CLEAR that I was ill and I promptly sent in all documentation as required to do so. Very disappointing to just be given the run aroundDesired Settlement: I am asking for a full refund of the travel amount so that I can travel again.Reservation #: [redacted] Cruise Itinerary: 5 Night Cruise departing from Miami Guest Name: [redacted] Ship: [redacted] Date: 02-Feb-2014 Debark Date: 07-Feb-2014 Fare/Payment Information Today's Date: 01-Feb-2014 Vacation Price: $2,458.05 Money Received: $2,458.05200.00 received back from [redacted] (taxes)would like to get the 2455.00 back

Business

Response:

[redacted]:

Thank you for bringing this matter to my attention.

Our records indicate that the consumers claim was paid on 03/12/2014.

If the consumer would like specific information regarding the refund, she may contact our Claim Department at [redacted].

Thank you,

Claims Escalation Analyst

Allianz Global Assistance