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Description

This company offers Consumer Specialty Insurance and Assistance Services.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Allianz Global Assistance meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Allianz Global Assistance include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 393 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

393 complaints closed with BBB in last 3 years | 73 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 59
Billing/Collection Issues 20
Delivery Issues 12
Guarantee/Warranty Issues 27
Problems with Product/Service 275
Total Closed Complaints 393

Customer Reviews Summary Read customer reviews

51 Customer Reviews on Allianz Global Assistance
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 1
Negative Experience 49
Total Customer Reviews 51

Additional Information

BBB file opened: December 12, 1990 Business started: 01/01/1983 Business incorporated 04/20/1990 in
Type of Entity

Corporation

Business Management
Mr. Jeff Rolander, Director of Travel Claims
Contact Information
Customer Contact: Ms. Kalinda Harmon, Complaint Handler
Business Category

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

Alternate Business Names
Access America Access America Access America Svc Corp AGA Service Company Enhancement Services Household Protection Plus Jefferson Insurance Company Mondial Assistance Trip Assist Visa Enhancement Services World Access Service Corp. World Access Service Corporation
Industry Tips
Buying Insurance

Customer Review Rating plus BBB Rating Summary

Allianz Global Assistance has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 9950 Mayland Drive

    Henrico, VA 23233

  • P.O Box 90315

    Richmond, VA 23230

  • P.O. Box 72034

    Richmond, VA 23255

  • P.O. Box72031

    Richmond, VA 23255

  • PO BOX 5725

    Glen Allen, VA 23058

  • PO BOX 71533

    Richmond , VA 23286

  • PO Box 72045

    Richmond, VA 23255 (804) 673-1586 (800) 284-8300 (804) 673-4468 (804) 285-3300 (804) 673-1402 (804) 673-1413 (180) 033-4752

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

4/19/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased two tickets to see **** **** at the Tennessee Theater in Knoxville, TN for Sat. Jan 23, 2016 at 8:00 pm. That afternoon and evening a snowstorm hit Knoxville and the **** **** event was cancelled. We were travelling from Oak Forest, IL. to Key West, FL. and was not going to be in Tennessee for more than the one day. When I have tried to get a refund for these tickets, I was told by Allianz Global Assistance that they could not help because the tickets were purchased thru ************ and I had to take the issue up with them. When I called Ticketmaster, Stephanie told me that because I bought insurance for the tickets thru Allianz Global Assistance that they would be responsible to refund my money, Neither Allianz or ************ are taking responsibility for this refund and therefore I am not able to receive back my $66.85 for the tickets and $13.98 for the insurance. Please help!

Desired Settlement: I want my $66.85 refunded and also the $13.98 for the insurance refunded.

Business Response:

Dear Ms. *******:

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,

Kalinda H*****

Claims Escalation Analyst

Description: C:\AGAlogos\allianz_global_assistance.gif
9950 Mayland Drive
Richmond, Virginia 23233

www.allianzassistance.com

Business Response:

Dear Ms. *******:

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


According to our records, the consumer has not filed a claim at this time so there isn’t anything to adjudicate.

I have looked over the insuring agreement and cancelation of the event by the venue isn’t a named peril. ************ would not be the venue so the consumer may want to contact the actual venue- place where the event was held- to inquire about a refund.

Sincerely,

Kalinda H*****

Claims Escalation Examiner

Description: C:\AGAlogos\allianz_global_assistance.gif
9950 Mayland Drive
Richmond, Virginia 23233

www.allianzassistance.com

Consumer Response: Better Business Bureau:

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

I did contact the venue and they told me to contact ************ who the tickets were purchased through.  When I contacted Ticketmaster, they told me to contact Allianz because that is who the insurance was purchased through.  Now I am back to my original problem.  I am just being sent in a circle that never ends.  I WANT THIS TO END!

Regards,

******** *****




4/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ********* *********, doing business as part of Allianz, sold me a travel insurance policy (Policy No.: ***************) for a flight I was taking to Ireland for business. This policy was identified on the ******** ******** site, for a trip to be taken Sep 22, 2015. My trip was cancelled because of business reasons, and I asked for a refund. However, during the purchase of this insurance, in no way did Allianz mentioned that the conditions for Trip Cancellation refunds were on the basis of "named perils." A claim refund is not mentioned on the web site, nor during purchase. It only appears after the product is purchased, and only if you bother to read the fine print further down were "Trip Cancellation" clauses are provided for the named perils. The only named peril for work is if you are laid off, not if the customer cancels the trip. This type of marketing for the insurance product is disingenuous at best. The "named perils" clauses could easily be linked to on the site to purchase the travel insurance, but in no way does Allianz make that available until after purchase. They should be required to have a linked to the named perils on the website for making a purchase, and I would like my trip refunded.

Desired Settlement: a) Allianz must post a link on the airlines' websites it provides it product for all the "named perils" so travelers have a full understanding of the insurance coverage b) refund of my ticket to Ireland.

Business Response:

Dear Ms. *******:

 

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.

 

At this time we are not showing a claim has been filed on the policy. If the consumer wishes to file a claim, she may. The claim will be adjudicated based on the terms of her insuring agreement.

Sincerely,

 

Kalinda H*****

Claims Escalation Examiner

Description: C:\AGAlogos\allianz_global_assistance.gif
9950 Mayland Drive
Richmond, Virginia 23233

www.allianzassistance.com

4/18/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Event coverage was added to my event without my knowledge and I have been trying to cancel my policy with this company since February 28. I have called twice and sent three emails to the company and have been told by customer service representatives and a supervisor the my policy has been canceled and a refund submitted. I am told that the refund has not been credited to my checking account because my bank is withholding it and the issue lies with my bank JP Morgan Chase. After speaking with my bank, I have learned this is untrue. I continue to contact the company and receive the same response each time.

Desired Settlement: I would like to have the full refund of this service.

Business Response:

Dear Ms. *******:

 

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


According to our records, the policy was canceled on February 28th. The consumer was advised that it may take up to one billing cycle for the credit to appear.  At this time we do not show an error in that credit being submitted.


If the consumer still has not received the credit, she is encouraged to call and request to speak to a manager for escalation.  

Sincerely,

 

Kalinda H*****

Claims Escalation Examiner

Description: C:\AGAlogos\allianz_global_assistance.gif
9950 Mayland Drive
Richmond, Virginia 23233

www.allianzassistance.com

4/18/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Booked flight to attend a pre-retirement conference. Paid for flight cancellation insurance. Had to later cancel flight because conference was cancelled. Would be conducted in another state. Requested payment from alliance for plane reservation. States it didnot meet the criteria for canellation repayment. States only specific situations, events and losses included in the document. States the cancellation /delay of a conference is not included among those reasons. When buying the insurance states if for any reason you have to cancel your flight.

Desired Settlement: I would like replacement of payment of plane flight ie. 305 dollars. If this is not possible, at least I believe Allanz should make it very plain at the the time one purchases the insurance that the company only pays for certain reasons a trip is cancelled.

Business Response:

Dear Ms. *******:

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


Our insurance, like any other insurance had terms, conditions and exclusions that impact coverage. 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.

Unfortunately, the consumer’s cause of cancelation was not listed as a named peril in the insuring agreement. For this reason, we were unable to honor the claim for payment.

Sincerely,

Kalinda H*****

Claims Escalation Examiner

Description: C:\AGAlogos\allianz_global_assistance.gif
9950 Mayland Drive
Richmond, Virginia 23233

www.allianzassistance.com

4/13/2016 Problems with Product/Service
4/13/2016 Problems with Product/Service
4/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I cancelled my travel insurance within the time line. They sent me a letter stating my account has be credited back the amount. This was 12-21-2015. As of 2-29-2016 the money has not been put back in. since the letter I have called 4 times to try to get the money and they say they will contact me when they find the problem. Three months later still have not received a call from them. I have to keep calling with the same results. NOTHING.

Desired Settlement: Just send me my money. Cash, good check, or put it back in my account just as long as it is done.

Business Response:

Dear Ms. *******:

Thank you for forwarding this matter to my attention. I apologize for any frustration the consumer has endured.

The updated information on the account from finance on March 1st indicated that the insured was refunded back to his **** card.

If the consumer still has not received the refund, he is encouraged to call and request to speak to management.

Sincerely,

Kalinda H*****

Claims Escalation Examiner

Description: C:\AGAlogos\allianz_global_assistance.gif
9950 Mayland Drive
Richmond, Virginia 23233

www.allianzassistance.com

Consumer Response:

Better Business Bureau:

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

The money has not been put back. It was not an **** card and I have asked to speak to managment and I am not allowed to. I have asked to speak to billing and they will not. I have turned the matter over to my bank ( which the money came from). They credited my account but it didn't come from Alianz. My bank is disputing the charges but still haven't heard back from Alianz

Regards,

***** *******

 




4/13/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On February 15th I purchased a set of tickets via ticketmaster and selected I wanted the travel insurance. Once purchased it shows at the bottom of my order that I wiould be charged .21 cent per ticket (.063 total) for the ticket sinsurance and that I will be billed via Allianz global. After logging into my credit card account I see I was charged $21.12 so I contacted Allianz. I spoke with a rep who was very helpful. While on the call with the rep I also sent him a screen shot of my order details from ticket master. After being put on hold the rep said he spoke with his supervisor and billing and he told me there was nothing that could be done about the discrepancy. The rep said the only thing he could do is cancel the insurance on the tickets. I advised the rep I wanted to keep the insurance however I want to be charged the amount I was told when I purchased them. I asked the rep would this be a ticket master issue and he said no because ticket master would only refer me back to them. He said at this point it was out of his hands and there was nothing he could do. He really did try to assist me. I don't think its fair to be told I would be charged one amount and then I am charged another amount. This is not my fault and I am being penalized for it. The refrerence number is **************.

Desired Settlement: I would like to be charged that ticket master said I would be charged and that is $.63 cents and I want to keep my travel insurance.

Business Response:

Dear Ms. *******:

 

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


Upon review of the product online at the Ticketmaster website, there must’ve been an error when the consumer was misquoted as our insurance would never be offered for .21.  The issue was brought to managements’ attention when the consumer initially called.

 

The only thing we could offer was to have the policy canceled which the consumer did not want.

As we are not able to change the price of a product, the cost currently charged would remain the same.

Sincerely,

 

Kalinda H*****

Claims Escalation Examiner

Description: C:\AGAlogos\allianz_global_assistance.gif
9950 Mayland Drive
Richmond, Virginia 23233

www.allianzassistance.com

Consumer Response:

Better Business Bureau:

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

I do not understand why I would have to cancel the insurance. If I have a receipt showing an amount that I am to be charged for a product how can I be charged more because of a computer glitch? I want to keep the insurance because   you never know what life will bring however I want to be charged the amount per my receipt.


Regards,

***** *******




4/13/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased airline ticket for husband’s 77-year-old dad October 2016 from CA to Georgia & travel insurance for $20.13. Price was reasonable if it provided reimbursement if he did not make his flight for any reason. 3 weeks before trip, father hospitalized for 2 weeks. After release, he was told not to fly for 2 months. We planned to reschedule the trip for early 2016, so were not concerned. Very sad turn of events, he was back in hospital early December; passed away in hospice late December. Claim submitted to Allianz for reimbursement of ticket: $292.18. Allianz requested Physician’s Form (doctor's e-mail was unacceptable). Doctor would not do form due to HIPAA laws, but instead wrote detailed letter saying that he was told not to fly for 2 months. We sent letter to Allianz. A week later they sent two e-mails requesting the Phys Form again. I spoke with a supervisor and explained that it could not be completed due to HIPAA laws. He said I would have to speak to the Claims dept. I re-sent doctor’s letter, explaining that the doctor could not, by law, complete the form & that the letter should be adequate as even their claim form states that a letter from the doctor is acceptable. Allianz is playing the Catch-22 game with us. We again (third time after submitting doctor’s letter) received a request for the physician’s form. I am beyond frustrated and feel that Allianz is doing their best to NOT pay claims. (Prior, Allianz said that if we had a power-of-attorney, that the HIPAA law would not apply and we could get the form completed by the doctor. I don't know how to explain to Allianz that a DECEASED person cannot be exhumed to sign a POA.) We did not have a hand in his personal affairs, either. After the fact, we saw thousands of bad reviews & complaints for Alllianz refusal to pay valid claims. We are grieving his death & dealing with an insurance co. not satisfied with a Death Certificate, obituary & offer from doctor to contact her personally.

Desired Settlement: We would like our full refund for this flight. Insured is deceased and we, in good faith, purchased the travel insurance should something impede his flight. He was told not to fly so he could NOT make the flight. Now he is deceased and cannot fly, obviously.

Business Response:

Dear Ms. *******:

 

Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the insured's family and offer our condolences on their loss.

 

Review of the claim indicates that the cause of loss was due to illness, which is why we cannot accept an obituary because the death occurred after the travel dates.  We understand that the form can not be completed so we have agreed to accept the admission and discharge papers to be sure that the cause of loss is a reason that is covered under the policy.

 

At this time, we still have not received the admission and discharge papers. Once the Claim Department receives them, we will be able to move forward with the claim processing.

Sincerely,

 

Kalinda H*****

Claims Escalation Examiner

Description: C:\AGAlogos\allianz_global_assistance.gif
9950 Mayland Drive
Richmond, Virginia 23233

www.allianzassistance.com

Consumer Response:

Better Business Bureau:

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

We do not have power of attorney, so we cannot get the admission and discharge papers. The attending doctor has stated in her letter that he was ill and was not told he could not travel. She has offered that they can contact her to confirm these details. The insurance company can take the time to respond to a public complaint, but not call the doctor?


Regards,

******* *****




4/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a travel insurance from it last Dec for my January Hawaii trip. Due to snow storm Joaner, my trip have to be cancelled. So I asked Allianz pay me loss of airflight tickets. After Allianz receiving all it asked documents, a client service called me, said, my claim was approved and take 45 day to get money back from airline companies. Then they closed my case. So I called it to give me a written document about the result. They gave me an email make my very suprise. The email said, they need more document to process the claim but they didn't specify what kind of document. The status bacame "Inactived". Finally, I independently contacted airline companies to get tickets refund. Allianz charged me $80.24 insurance fee but didn't pay my loss.

Desired Settlement: Refund $80.24

Business Response:

Dear Ms. *******:

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

The consumer’s insuring agreement provided coverage for pre-paid non-refundable expenses. Due to the nature of the cancelations, the airlines were processing refunds for the airline tickets, thus the insured was not eligible for a refund from us since the airline was refunding them within 45 days.

The consumer was previously offered the option to reuse the insurance since it was outside of the 10 day satisfaction guarantee period.

Sincerely,

Kalinda H*****

Claims Escalation Examiner

Description: C:\AGAlogos\allianz_global_assistance.gif
9950 Mayland Drive
Richmond, Virginia 23233

www.allianzassistance.com

Consumer Response:

Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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 buy the insurance just for in the case I cannot make or continue my trevel they may pay me loss. Due to natural disarst, I could not make trevel. According the the agreement, the insurance campony should pay me the loss, not for refund. Instead of paying me loss, they called me said they sent refund request to airline coampanies and the refund work would be processed in 45 business days. When I asked for writen documents, they send me email said, the case need more document and turned the claim into 'suspended'. They didn't tell me what kind document and who need to provide those documents. That is: they charge me money but did nothing. All refund work did by meself late. That is why I ask them give money back to me. Also, it turned out, the airline companies didn't receive or  process their requests. 

Regards,

****** **




4/11/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased travel insurance before leaving for my trip. My trip was canceled/interrupted due to a state of emergency. I called Allianz once this happened and a representative confirmed that my plan covered this inconvenience. In addition the Allianz representative informed me of the amount I was covered for and the cap on that amount. I completed the claim and received a reply that I was not covered. I was not given the name of this travel insurance company in order research them beforehand as it was purchased and incorporated within an American Airlines flight transaction. I am seeing now that Yelp has 127x 1 star reviews and the BBB has 44 complaints against this company. This company does not deliver and based on their reviews all the customers have been scammed as they are not receiving compensation back for purchasing travel insurance.

Desired Settlement: I wish to be refunded the expenses I was told were covered by my policy. I was told twice that my policy did cover my travel cancellation/interruption/delay - however the company wishes to categorize what a consumer understands they are purchasing travel insurance. Consumer protection from insurance companies like this who deceive the public.

Business Response:

Dear Ms. *******:

 

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

 

Our records indicate that the claim was finalized and paid under the Travel Delay benefit on March 8th after we received verification of the airlines for the cancelation.

 

Sincerely,

 

Kalinda H*****

Claims Escalation Analyst

Description: C:\AGAlogos\allianz_global_assistance.gif
9950 Mayland Drive
Richmond, Virginia 23233

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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ***************************.

Regards,
***** ********


3/28/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 2/4 I purchased international airline tickets through Delta Airlines and agreed to the purchase of travel insurance through Allianz. I was charged $ 241.47 on that day, as expected. On 2/11, I received an email stating my insurance policy was not issued as my credit card was declined. Upon calling I was told they never charged me on 2/4 and had tried to do so on 2/11 and the purchase was declined. I have bank records that show the transaction on 2/4 was completed for 241.47. The phone rep was rude, told me I couldn't afford their services and hung up on me. Later 2/11, I filed an online inquiry requesting someone call me to discuss further. On 2/12 I received a call, explained my situation and was told I would have to email. I was told doing so would get a response within 48 hours / 2 business days. I did so and have still not heard back from anyone, a week later. I further followed up with the same email address and even emailed the CEO Michael * ****** on Wednesday 2/17/2016 and have still not received a response. As of the last attempted contact I have informed Allianz I no longer wish to have insurance through them as I don't feel I can trust their ability to provide the agreed upon service. At time point, I just want my account corrected of the $ 241.47 they charged me on 2/4/2016. Problem being, based on what the rep told me on 2/11, they can't issue a credit since they have no record of my payment. I have confirmed with my bank this transaction was successful and Allianz received my funds as expected on 2/4. I just want a refund and to end this nightmare. Their core business is to provide comfort to travelers. I've received no comfort, no insurance and a debit which seemingly can't be corrected. In my opinion, there is something systemically wrong with a company that can't account for their own financial transactions and that allows employees to treat customers poorly and remain unresponsive to complaints.

Desired Settlement: I want my account credited in the amount of $ 241.47, the amount charged by Allianz for the services they will not be providing.

Business Response:

Dear Ms. *******:

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

At this time, the consumer may either mail in a copy of the statement showing only the charge with a brief explanation of what has occurred to our customer service department at the address below or file a dispute with the credit card company. Unfortunately, without seeing the information, or having it in our system, the finance department cannot research this request.

Sincerely,

Kalinda H*****

Claims Escalation Analyst

Description: C:\AGAlogos\allianz_global_assistance.gif
9950 Mayland Drive
Richmond, Virginia 23233

www.allianzassistance.com

3/24/2016 Problems with Product/Service
3/23/2016 Problems with Product/Service
3/18/2016 Problems with Product/Service
2/23/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased insurance for a marathon ticket. After finding out I would be unable to run I contacted Allianz to file a claim. The reason I stated for the cancellation is a reason that is covered under their policy. However, upon speaking to Ivan from their "customer service" line I was informed that I would have to prove "my personal change of plans without further information." After a series of questions wherein I asked him for suggestions about proving my personal change, he stated he did not know. Allianz expects me to provide documentation without informing me as to what, if anything, is acceptable in this circumstance. Their rep then suggested I fill out a claim online. After I informed him that the website could not find my policy (although he was able to do it over the phone), his attitude about filing the claim over the phone became rude and condescending. The initial "contract" entered did not state the series of holes I would have to jump in order for them to pay on my $28.24 dollar claim. I abided with my side of the contract, and I simply desire a pay on my claim, as deserved.

Desired Settlement: Although I would like a refund in FULL to include the price of the event ticket and the $6.99 I paid this "company," I would settle for the benefit of the bargain, the $28.24 I paid to have insured.

Business Response:

Dear Ms. *******:

 

Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the consumer. I have forwarded the call quality concerns to management for additional review and coaching.

 

The consumers insuring agreement excluded coverage for the following: You or Your Companion: a) making changes to personal plans or b) having a business or contractual obligation;


According to the notes from the phone call, the consumer indicated that the loss was due to work related problems.  Even though this is not a covered reason, we cannot adjudicate a claim until we receive supporting documentation. If the consumer wishes to proceed with the claim process she may just send in a letter indicating the cause of the cancelation.


At this time, it appears that the cause of loss would not be covered. If she has additional questions, I encourage her to contact the Claim Department at 800-334-7525.

 

 

Sincerely,

 

Kalinda ******

Claims Escalation Analyst

Description: C:\AGAlogos\allianz_global_assistance.gif
9950 Mayland Drive
Richmond, Virginia 23233

www.allianzassistance.com

2/23/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased trip insurance for a vacation via this company. My mother was admitted to a hospital and we had to cancel our trip. The insurance company told me that since my insurance was purchased after my mother entered the hospital that her condition was considered pre-existing. I had no idea my mother would need to be hospitalized. She had no pre-condition for congestive heart failure that caused her to be admitted. Allianz did not clearly explain these issues in their printed materials prior to purchasing the insurance. If they considered this situation to be pre-existing, they should never have allowed me to purchase the insurance to begin with. Lastly, they never informed me about the claim being denied - I had to call them to find out the status.

Desired Settlement: I request a refund of the cost of the trip insurance that I paid. The company falsely advertised their product.

Business Response:

Dear Ms. *******:

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

Our insurance, like any other insurance had terms, conditions and exclusions that impact coverage. We would have no way of knowing what reason may cause a person to cancel which is why we make the terms readily available for viewing prior to purchase and also email to the address provided.

Specifically excluded from coverage was any loss arising directly or indirectly from an existing medical condition. These were defined as:

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

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

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

you purchased it.

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

an existing medical condition if you, a traveling companion or

family member:

· saw or were advised to see a doctor

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

· were taking prescribed medication for the condition or the

symptoms, unless the condition or symptoms are effectively

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

The medical documentation on file indicated that the cause of loss was symptomatic on 1/12/16 which was during the 120 day exclusionary period as the insurance was purchased on 1/16/16. Due to this, I regret that we are unable to overturn the denial of the claim.

Sincerely,

Kalinda H*****

Claims Escalation Analyst

Description: C:\AGAlogos\allianz_global_assistance.gif
9950 Mayland Drive
Richmond, Virginia 23233

www.allianzassistance.com

2/23/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had purchased insurance from allianz for a pair of concert tickets on 10/24/15. On the the night of the concert , 12/09/15, my son came down with a stomach virus and I was not able to attend the concert. When I called allianz to inquire about a claim, I was told to fill out all the necessary paper work. Since my son was sick with a virus I did not take him to the doctors. The virus came on about 7pm that evening and by morning he was ok. I explained this to the representative and he assured me that it was not an issue , to continue with the claim and that I would get reimbursed for the price of the tickets. A few weeks later I received an email stating that I need a doctors note. When I called the claims department I spoke with a young woman named Tiffany. She had told me that I was given the wrong information, that I needed a doctors note. When I expressed my disappointment of being dragged out throughout this process, she continued to express to me that whenever a child is sick that they should immediately be taken to the doctors and that she couldn't believe that I wouldn't do such a thing for my child. Not only did I pay for a service that was misrepresented to me, I had to endure being lectured by an employee who is not in a position to do such. It was extremely unprofessional and uncalled for. I am extremely disappointed with lack of customer service and the misrepresentation from this company.

Desired Settlement: I am looking to be awarded $116.00, the amount of my loss on 12/09/15, I purchased the insurance to cover these costs in case of an emergency or unexpected event. If this is not possible then I am looking for a refund of $20.97, the amount it cost me to purchase the insurance.

Business Response:

Dear Ms. *******:

 

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

 
I have requested to have the phone call reviewed in which the consumer called to advise of the cancelation. Once received I will update the complaint.

Sincerely,

 

Kalinda ******

Claims Escalation Analyst

Description: C:\AGAlogos\allianz_global_assistance.gif
9950 Mayland Drive
Richmond, Virginia 23233

www.allianzassistance.com

2/23/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Obtained travel insurance that covered medical expenses & trip delay. Filed claim. Was PARTLY paid. Have discussed with company several times (twice they promised to get back to my wife, once they promised to provide an accounting, most recently 12/21/15, no responses received) that it APPEARS that part of the claim (for $65 euros) was overlooked. Also filed (12/31/15) appeal of denial of coverage for $41.50 in additional expenses incurred related to emergency hospitalization and making telephone calls to Allianz and to rebook travel arrangements. Have not had response to former (letter dated 12/29/15 indicates "Please allow ten days to review") nor acknowledgement of receipt to latter, nor action on either.

Desired Settlement: Please review and reimburse overlooked claim for 65Euros; please consider appeal of denied $41.50.

Business Response:

Dear Ms. *******:

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

From the history of the claim, a letter was mailed to the insured on January 8th in response to the inquiry made in December. The response time for review can take up to 10 business days excluding holidays.

Our records indicate that the consumer was made aware of an additional payment approved on the claim as of February 9, 2016.

Sincerely,

Kalinda H*****

Claims Escalation Analyst

Description: C:\AGAlogos\allianz_global_assistance.gif
9950 Mayland Drive
Richmond, Virginia 23233

www.allianzassistance.com

Tell us why here...

2/23/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased 4 *** ***** ***** ** ******* tickets for Dec 19,2015 through ************. I paid an additional amount for two of my tickets since I live all the way in ******** just in case I had issues making the trip to the event. A few weeks prior to the event, my vehicle transmission went out on the highway. The vehicle was towed away as this was the second time I'd had a vehicle have this happen. The vehicle was a little older and not worth repairing so I didn't bother paying to get out of the tow lot. I contacted ************ regarding my situation. Somehow I had only put insurance on two of the tickets. I was told I'd have to contact Allianz to get my refund for the tickets. ************ said no problem with the other two, and gave me a full refund. I then contacted Allianz for the other tickets as ************ informed me that it's out of their hands when insurance has been purchased. I spoke with a representative at Allianz but was not accommodating of the situation at all. They wanted me to produce documentation for the vehicle. I attempted to contact police department of vehicle breaking down on highway as an officer stopped. No report was filed. Because I signed over the title to scrap lot, the car was turned into scrap and didn't have documentation for either. I'm extremely dissatisfied with the situation with this company and how my case has been handled. It is even more disappointing that I pay for an additional service in which has no value when the company who is affiliated with Allianz (************) was so accommodating and understanding.

Desired Settlement: I would like to be refunded in full as I was through ************. Also for the additional fees for the useless service.

Business Response:

Dear Ms. *******:

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

The insuring agreement provided coverage for the following: Your or Your Companion's automobile having a Mechanical Breakdown within 48 hours of the event which results in the vehicle being unable to be driven to the event.

According to the complaint, the breakdown occurred weeks prior to the event and not within 48 hours of the event. We would not be able to honor the consumers claim due to this reason.

The consumer should receive an updated letter in the mail within 5 to 7 business days.

Sincerely,

Kalinda ******

Claims Escalation Analyst

Description: C:\AGAlogos\allianz_global_assistance.gif
9950 Mayland Drive
Richmond, Virginia 23233

www.allianzassistance.com

2/23/2016 Problems with Product/Service
2/23/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: To whom this may concern My name is ****** *******, July 29, 2015, I purchased a ticket from ******** ******** with travel insurance from a provider on their website called Allianz. I was supposed to be departing from Cleveland ,OH to New York, NY, September 07, 2015 and returning September 18th, 2015. This ticket was purchased on my Visa ******* *** card for $253.00 round trip. August 29th, I was notified that my grandfather had cancer and that it had progressed all over his body, I called the airline September 1st, 2015 to change my departure date from September 07, 2015 to September 10, 2015 so that I could spend the holiday with my family. For changing the ticket I incurred a $200 cancellation fee and $352 fee for the price of a new ticket.I placed the $552 balance on my discover card which the representative told me would be covered by the insurance. Had I not been lead to believe that I was following the protocol for a successful claim I'd have just purchased a new ticket bypassing the $200 cancellation fee. Due to the nature of my grandfather's illness he was no longer able to receive effective treatment, he was then placed in a long term care facility/hospice. My grandfather passed November 5th, 2015, unfortunately there was no doctor on site to provide a physical. I was then told by a representative at Allianz that an obituary or certificate of death would be suffice to finish my claim. I submitted an obituary and a statement from his social worker stating the ailments from which he'd died, later another representative told me that they had still needed a physical form completed and that by my grandfather being deceased my claim would continue to go unfilled.

Desired Settlement: I would like my claim to be processed by Allianz so the the $552 I'd spent on the new ticket may be returned.

Business Response:

Dear Ms. *******:

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


The consumers insuring agreement required that an exam be performed by a licensed physician within 72 hours of cancelation in order for Trip Cancelation for medical reasons to apply. To this date, we have not received the physician’s statement form. The claim is pending for that documentation.

We were unable to use the death certificate because the death occurred after the insured travel dates, thus the cause of loss was not the passing away of a family member, but the illness of one. To be sure that we can provide coverage for the illness, the form is needed in order to proceed.

The consumer may contact the Claim Department at 80-334-7525 for any additional questions. .

Sincerely,

Kalinda ******

Claims Escalation Analyst

Description: C:\AGAlogos\allianz_global_assistance.gif
9950 Mayland Drive
Richmond, Virginia 23233

www.allianzassistance.com

Consumer Response: Better Business Bureau:

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

[notified the insurance company and let them know that he was being moved to hospice care center since there was no other form of treatment that could be rendered. I also made them aware that there were no doctors on site to immediately sign thephysicians form. I had his socialworker send over paper work that was dated as far as the day he was diagnosed with his illness and assignment to a long term care facilityForgive me for being hesitant to call in but each time I've called I was given the wrong information or told we would not be able to reach a resolution which is why I had to contact the Better Business Bureau.  I would like to come to some form of a solution. At this point would either like to know how we can move forward as far as having the facility furnish a physical or if I can refile the claimas nonmedical cancellation andbe refunded any amount of moneyI feel like I purchased insurance and seeing how I had to cancel my trip there should be some form of reimbursement.

Regards,

****** *******




2/17/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I made reservations via the ****** ******** website for two persons to fly from **** ********** to ***** ******* (Bahamas) on Dec 29 and return on Jan 6. At the time of my making reservation I also purchased insurance for trip interruption from Allianz Global Assistance (policy # **************) via the United website. There was a problem with our reservation. We had to spend an extra day in Fort Lauderdale and another in Marsh Harbour — a delay of two days. A claim was filed for $947.27 and we received a check for $300.00. The information on the United Airlines website was not detailed, but seemed to indicate that the premium paid was to insure us if we had problems with our travel plans. When we received our policy there was a statement of the benefits of the policy that included: Travel/Trip Delay Coverage of a maximum $500 and Trip Interruption of up to $456.50. When I called, for an explanation, I was referred to page 10 of the insurance contract that indicated that there was a special limit of $150 per day per person. Nowhere else was this limit noted. The customer is told one thing in one place and then, something else buried in the contract. It should be noted that even under their special limit, we received less than expected. Two-persons, delayed for two days equals a minimum of $600.

Desired Settlement: To be reimbursed for the full amount of $947. 27 in additional costs because of trip delay/interruption. This would require an additional payment of $647.27.

Business Response:

Dear Ms. *******:

 

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

 

According to the consumers claim documentation, the cause of loss was due to an event that fell under the benefit of Travel Delay. The Travel Delay benefit provides reimbursement for additional accommodations and transportation expenses you incur while you are delayed up to $150.00 per person, per day.

 

According to the documentation on file, the consumer incurred a one day delay due to an airline discrepancy. This event triggered coverage under the Travel Delay benefit for the delay on 12/29/15. The consumer then changed the return flight as a personal decision but a delay by the airline did not cause their return flight to be delayed. The charges resulting from the decision to change the return flight to one day later would not be covered. Due to this reason, the claim was reimbursed $300.00.

 

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

 

Sincerely,

 

Kalinda H*****

Claims Escalation Analyst

Description: C:\AGAlogos\allianz_global_assistance.gif
9950 Mayland Drive
Richmond, Virginia 23233

www.allianzassistance.com

Consumer Response:

Better Business Bureau:

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

The changes that I made were directly the result of the problem with my flight. I had to re-book the flight the next day and then could not

return until a day later than planned. As a result of the problem with my reservation I was delayed both at the beginning, and end of my reservation.


Regards,

******* ** ****




2/17/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When on **************** purchasing my trip to ********, ****** for March, Allianz Global insurance was advertised as protection against trip cancellations due to terrorist attacks. Due to the current global environment, I purchased this insurance in case my event had to be cancelled due to such attacks. The following weeks two attacks occurred in Istanbul that were linked to terrorism, so I decided I cannot go. Before I cancelled my trip completely, I submitted a claim to ensure that I could be able to get my money back first, otherwise I would work with the airline or hotel to try to seek a credit for future travel. Allianz notified me that I had to cancel my trip first and provide proof of cancellation before my claim is considered. Hesitantly, I cancelled my trip package and was told that I would lose the cost of the entire itinerary. Then I provided this proof to Allianz. Allianz then communicates to me that my claim was not approved because terrorist attacks are not part of the insurance. Even though this was advertised and the reason I purchased this insurance. I think it is very dishonest and misleading and as a consumer just lost ~$1,200 because of Allianz's false advertising of their protection services.

Desired Settlement: I believe I should be entitled to some, if not all, of my package cost to be refunded to me, especially since Allianz made me cancel my package before even considering my claim , causing me to lose out on all other alternative options to seek credit for my trip other ways.

Business Response:

Dear Ms. *******:

 

Thank you for forwarding this matter to my attention.

 

The consumers policy included coverage for terrorist events  if a terrorist event happens at your foreign destination within 30 days of the day you’re scheduled to arrive.

 

Terrorist event was defined as: When an organized terrorist group, as defined by the U.S. State Department, injures or kills people or damages property to achieve a political, ethnic or religious goal or result. Terrorist events don’t include general civil protest, unrest, rioting or acts of war

 

At the time of the claim decision no terrorist organization listed by the US state department has claimed responsibility for this event; therefore, the event was not considered terrorist event under the insuring agreement. Travel warnings and bulletins and being afraid to travel is also not covered. If the consumer feels as though the event now qualifies as a terrorist event, verification of this can be sent to claimsinquiry@allianzassistance.com for additional review.

 

Sincerely,

 

Kalinda H*****

Claims Escalation Examiner

Description: C:\AGAlogos\allianz_global_assistance.gif
9950 Mayland Drive

Consumer Response:

Better Business Bureau:

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

The policy details were not made clear to me until after the policy had already been purchased. You will find in the attached that a terrorist attacked took place one month ago, 60 days before I was scheduled to travel to the city. Also, I have included a recently updated travel warning from our US State Department. My claim must be reconsidered and approved under these circumstances. 

Regards,

********* *******




2/16/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I booked a trip for my husband and I on 12/04/2015 to go to Cancun, my policy ID# is **********, I shortly found out I was pregnant after booking the trip. As of 01/19/16 CDC has released an advisory for pregnant woman traveling to specific areas (specifically effecting me, Cancun Mexico) to postpone travel while pregnant or cancel. My doctor has advised per the risk to cancel or reschedule the trip and would fill out a physician’s form advising of such. On 01/19/16 I called the insurance company we purchased with original booking to see the options available. The representative and supervisor advised they are labeling this as an "epidemic" which is not eligible for a refund. However, per the policy information the definition provided for an "epidemic" is "An outbreak of a contagious disease that spreads rapidly and widely and that is identified as an epidemic by The Centers for Disease Control and Prevention (CDC)." The CDC has NOT identified this as an epidemic, and so there for Allianz cannot define it as such, if that is not the definition they are providing in their policy information. I strongly feel they are using this definition in order to not refund the affected population, which is not fair to the consumers. If I was not pregnant, and if there was not a recent advisory to not travel, I would not be requesting a refund. The point of travelers insurance is to cover you when things are out of your control, and most certainly this is out of my control, or any woman that is pregnant that has previously booked a trip. This would be covered under section 2 of the policy allowing me rightful refund if they would allow me to provide a physician’s form for the above reason, however, Allianz is stating that due to the “epidemic” I am free to file a claim, but it will be declined per epidemic is the reason my doctor is requesting I cancel or post pone travel.

Desired Settlement: I am requesting a rightful full refund per the definition in the policy provided by the company. I will gladly file a claim and submit required physician's form in order to receive the refund.

Business Response:

Dear Ms. *******:

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

Our records indicate that the consumer has received a full refund from the travel supplier. We have subsequently canceled the policy and refunded the consumer the premium cost.

Sincerely,

Kalinda H*****

Claims Escalation Analyst

Description: C:\AGAlogos\allianz_global_assistance.gif
9950 Mayland Drive
Richmond, Virginia 23233

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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ***************************.

Regards,

******* ********



2/16/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have a set of benefits through my ***** credit card. But ***** is unable/unwilling to help me in resolving this matter as they allege that it is solely the responsibility of this company to handle benefits. In my cardmember agreement it states certain stipulations for Price Protection, including that an item is only eligible for a full reimbursement of the difference if it is advertised as a result of being in low quantities. In my case, the benefit was not paid in full because the documentation said that the item was low in stock. This company has chosen repeatedly to say that items being in low stock and items whose sale price are dependent on a limited quantity, are the same thing. Obviously they are not. An item can be OUT of stock, and still be for sale by that company. It's called a raincheck. There is literally zero evidence that this item was for sale as a result of limited quantity. Yet this company has chosen to take the stance that I must prove otherwise. In other words, guilty until proven innocent. This company has an obligation to keep to it's contractual obligations for what claims it pays, and under what stipulations. This company has taken it upon themselves to twist contractual language and conflate terms that are not listed in the original terms and conditions. In other words, if they chose to have a definition that points out that low stock and limited quantity sales are considered to be the same, then I understand. However, in this case, this company is acting as the bully. They can choose to not abide by the contract in hopes that they will not get sued for not keeping to contracts. It's easy to be the big company where you can take reckless legal action without consequences. Unless I'm proven otherwise, this company has chosen to ignore their contractual obligations leaving the customer to pay the consequences. ***** has been no more helpful as they will not take responsibility for the benefits they offer me.

Desired Settlement: I was entitled to $100 of price protection benefits. I followed ALL of the rules and I believe I am entitled to what my contract says I am entitled to. The company cannot deny benefits based upon reasons that are not stated. They also do not get to redefine words as they please for the sake of denying benefits. I will be satisfied with the remaining payout of $50.

Business Response:

Dear Ms. *******,

Thank you for forwarding this complaint to my attention. I have notified our Bankcard Management team of this complaint. They will be reviewing and following up with the consumer.

Thank you,

Kalinda H*****
Claims Escalation Examiner

Business Response:

Dear Ms. Stevens:

Thank you for forwarding this matter to my attention. I have contacted the Department and have been advised that the consumer has been contacted and the problem resolved.

Sincerely,

Kalinda H*****

Claims Escalation Analyst

Description: C:\AGAlogos\allianz_global_assistance.gif
9950 Mayland Drive
Richmond, Virginia 23233

www.allianzassistance.com

Consumer Response:


Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  They reviewed my claim and reversed their decision.  I received a phone call as well where the representative indicated that they should have done this in the first place, and that I shouldn't have had to contact them so many times in order to get this reviewed and processed properly.  They thanked me for highlighting this issue so that they can make sure it does not happen to other customers.  They are issuing me the money owed.

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: ***************************.

Regards,
***** ******



2/4/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a two way flight ticket with travel insurance. I started my journey from Seattle - LA, was not able to catch the flight back to Seattle on same day. I contacted the travel insurance company that my trip got interrupted due to health condition. I stayed at my friend house and bought another ticket to return back. After back home, I filed a claim with the newly purchased ticket & invoice. Then, spoke to customer service and was told that the medical reason is not covered.

Desired Settlement: Because I bought the travel insurance to cover the cost incase flight get interrupted, I am looking for the 363 $ due to fact that I was not feeling well and I missed the flight on the same day. There is not other expenses I am claiming for expect flight ticket.

Business Response:

Dear Ms. *******:

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


The consumers insuring agreement required that an exam be performed by a licensed physician within 72 hours of cancelation in order for Trip Cancelation for medical reasons to apply. To this date, we have not received the physician’s statement form. The claim is not denied it is pending for that documentation.

The consumer also called in and spoke to one of our representatives and explained that he wanted to change the cause of the loss to not being able to obtain a visa. That reason isn’t covered.

The Claim Department is awaiting the requested form along with the trip invoice.

Sincerely,

Kalinda H*****

Claims Escalation Analyst

Description: C:\AGAlogos\allianz_global_assistance.gif
9950 Mayland Drive
Richmond, Virginia 23233

www.allianzassistance.com

2/4/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought tickets for the *** Concert in Sacramento Ca. for 12/4. On the fourth I got sick with the stomach flu and could not make the concert. I did not see a Dr. for the illness but stayed home.

Desired Settlement: Just refund the money I payed less the insurance fee.

Business Response:

Dear Ms. ********

 

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

 
The consumers insuring agreement required that an exam be performed by a licensed physician within 72 hours of cancelation in order for Trip Cancelation for medical reasons to apply. Our records indicate that an exam was not performed.

As the loss did not meet the terms of the insuring agreement, we were unable to honor the claim for payment.

 

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

 

Sincerely,

 

Kalinda H*****

Claims Escalation Analyst

Description: C:\AGAlogos\allianz_global_assistance.gif
9950 Mayland Drive
Richmond, Virginia 23233

www.allianzassistance.com

2/4/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased insurance in November for tickets to an event to occur in January. The event was canceled about a week later. I contacted Allianz to have the insurance cancelled and my money refunded. I called, 11/23/15, 11/24/15, 12/24/15, 12/29/15, and 1/4/16. I've spoken to Thomas, Isaac, Omar, Carlos, and the supervisor Roger. I even disputed it on my ******** ******* card. They denied the dispute. Then told me that my money would be refunded in 48 hours. As of today I still do not have my refund.

Desired Settlement: I cancelled the service in November 2015 and was told my money would be refunded in 48 hours. It is now January 2016 and I still don't have my refund.. I have called repeatedly to no avail.

Business Response:

Dear Ms. *******:

 

Thank you for forwarding this matter to my attention.

 

According to our records, the consumer’s policy was canceled and the credit card was refunded for the full cost on January 11, 2016.

 

Sincerely,

 

Kalinda ******

Claims Escalation Examiner

Description: C:\AGAlogos\allianz_global_assistance.gif
9950 Mayland Drive
Richmond, Virginia 23233

www.allianzassistance.com

2/1/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I made a reservation for a rental car through Enterprise on 12/18/15. The rental dates were ALWAYS for pick up on Wed 12/23/15 and to be dropped off on Wed 12/30/15. On Tues 12/22/15 I went online to purchase rental care insurance coverage through Allianz. I triple checked the dates of Wed 12/23- Wed 12/30 and paid the total due. Unfortunately I was involved in an accident on my way home on the morning of Wed 12/30. I called to file a claim after it happened and at that time I was told my policy was for Tues 12/22 through Tues 12/29 and that the rental was not covered because of this! When I spoke to supervisor he told me that I should of read the contract. The contract was never emailed to me like it said it would be. I had to call Allianz on 12/23 when I was picking up the vehicle only after I realized they never sent it. It was my mistake for not double checking what they sent me but it was finally sent to me in the heat of the moment of picking up a rental, packing, and traveling. My issues is this, In 2012 I had a similar policy through Allianz and later after safely returning the vehicle ect I saw that they had ended the policy a day early at that time as well. I never thought much about it then but it can not be a coincidence that this happened again. They are essentially getting out of 2 days of coverage. They are covering it for a day that customers dont actually have the rental vehicle and ending it a day before they should. That's 2 days less likely they have to cover something. I feel like this is common practice with this company and also feel like its bait and switch type of situation. How many other people have they done this to?

Desired Settlement: I want the correct dates that I entered to be honored. My original reservation never changed and the coverage should not of been held on a day that I didnt have the rental and ended a day before return. I want my claim on the vehicle filed and honored. I also want other consumers to be aware.

Business Response:

Dear Ms. *******:

Thank you for forwarding this matter to my attention.

I have reviewed the consumer’s policy that was purchased on the website by the consumer. The rental dates entered by the consumer were 12/22 – 12/29/15.

If the consumer was involved in an accident after those insured dates, then the insuring agreement would not cover that loss.

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

Sincerely,

Kalinda H*****

Claims Escalation Examiner

Description: C:\AGAlogos\allianz_global_assistance.gif
9950 Mayland Drive
Richmond, Virginia 23233

www.allianzassistance.com

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. 

I want SOMEONE to do research into whether or not this company has had similar complaints.  I feel as if it is common practice.  They did this twice to me where the policy was started a day early and ended a day short.  That can not be a coincidence.  They are basically getting out of coverage for 2 days. I KNOW what days I entered when I purchased the policy as I TRIPLE checked the info.  My rental dates NEVER changed.
Regards,

*** ******



1/27/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought Allianz insurance for a trip to The Philippines. I had two medical issues and one of my suit cases was damaged. I have medical coverage through my medical insurance AND another insurance carrier (Trip Mate) from a second airline. I requested Allianz and Trip Mate to let my medical insurance settle the medical before addressing that issues, but asked them to process the rest of the claim for trip interruption, damaged luggage, ect. Allianz sent me a request to sign a document that they were the only insurance company and this was after I sent them a registered letter noting my medical coverage and Trip Mate insurance. They want me to commit a crime ? After about six weeks, Allianz sent me a check for a little more $300, about10% of my claim. I telephoned Allianz and requested the adjustor's name, was told they did not have that information and I should have been mailed an explanation letter. A week later, still no explanation letter. They are also not paying for my damaged luggage.

Desired Settlement: Simply do what you advertise and pay me.

Business Response:

Dear Ms. *******:

Thank you for forwarding this matter to my attention.

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

The number provided did not bring up a claim.

Sincerely,

Kalinda H*****

Claims Escalation Analyst

Description: C:\AGAlogos\allianz_global_assistance.gif
9950 Mayland Drive
Richmond, Virginia 23233

www.allianzassistance.com

1/27/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased trip insurance through this company. They will not assist me with cancellation/changes in air travel as advertised.

Desired Settlement: 1. Keep this complaint in this company's file and viewable by others that may "check out" this company. 2. Refund my insurance purchase for this trip.

Business Response:

Dear Ms. *******:

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,

Kalinda ******

Claims Escalation Examiner

Description: C:\AGAlogos\allianz_global_assistance.gif
9950 Mayland Drive
Richmond, Virginia 23233

www.allianzassistance.com

1/22/2016 Problems with Product/Service | Complaint Details Unavailable
1/12/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought travel insurance through Allianz Travel Insurance. Emailed proof from my dentist that I was having an emergency root canal and could not travel. They have sent form letter after form letter. They will not respond directly to my inquiries. If you do an internet search for reviews on this company, the first 3 or 4 websites are THEIR OWN review websites that they have sponsored and created a false impression that this is a reliable company. If you go to Yelp, you will see all the people that have been scammed by this company. I have been to two or three independent review sites and this company is obviously taking people's money with no intention of paying any losses. Please go to Yelp and type in "Allianz Travel Insurance". The public needs protection from this company.I have their name directly from their emails. They sell tens of thousands of policies every year. There are hundreds of complaints on the internet and you do not have them in your system? THAT ALONE shows something seriously wrong is going on.

Desired Settlement: My refund and this company run out of business. They are scamming people EACH FEW MINUTES and no one is protecting the public from these scammers.

Business Response:
Dear Ms. *******:

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,

Kalinda H*****
Claims Escalation Analyst

9950 Mayland Drive
Richmond, Virginia 23233
www.allianzassistance.com

Business Response:

Dear Ms. *******:

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

The consumer filed a claim for $160.00 in October 2015. We requested refund information from the consumer which we did not receive. Subsequently, the claim was finalized and paid in that amount on November 24, 2015 after we received verification directly from ****** of the refund amount that the consumer had received from them.

The claim is paid and closed.

Sincerely,

Kalinda H*****

Claims Escalation Analyst

Description: C:\AGAlogos\allianz_global_assistance.gif
9950 Mayland Drive
Richmond, Virginia 23233

www.allianzassistance.com

Consumer Response:

Better Business Bureau:

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

Ms. *******,

Allianz Global has made the mistake of stating two major facts in this complaint that they know are blatantly false. 1) Ms. H***** said I filed a claim for $160. Why would I file a claim for $420. less than my loss? They did mail a check for $160 which I did not cash. Please ask her for a copy of the claim I filed.

2) Ms. H***** said ****** had paid part of the claim. A complete fabrication. Ms. *******, PLEASE ask her for a copy of this communication with ******.

Yes, I would like my money back but I feel a stronger pull to stop this company from systematically scamming the public.  Read the thousands of complaints this company has it becomes obvious that the public is not lying. Allianz Global  needs to be stopped and so many people look towards the BBB to be their advocate in such circumstances. ASK THEM FOR COPIES OF MY ORIGINAL CLAIM AND THEIR COMMUNICATION WITH ****** SAYING THEY PAID ME. 

Thank you,


Regards,

********* ******




1/5/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 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. *******:

 

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*****

Claims Escalation Analyst

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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,

**** ******




1/5/2016 Problems with Product/Service
1/5/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought this insurance for international flight travel. After I missed my return flight I contacted an agent and described my problem. The agent said I need to file a claim under "interruption travel" and postal mail it along with their proper paper work to their office. After one and half months they notified me they could not provide my benefits because it did not cover specific situations. I stated I missed my flight due to traffic accidents in route to the airport. Traffic accidents are clearly stated benefits in the coverage I purchased. Instead of refunding over 800 dollars they are trying to rename "traffic accidents" as "Traffic congestion". They manipulated my refund claim to deny my 800 dollar refund.

Business Response: Dear Ms. *******:

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,

Kalinda H*****
Claims Escalation Analyst

9950 Mayland Drive
Richmond, Virginia 23233
www.allianzassistance.com

Consumer Response: Hello, I am **** ***** making a complaint and statement against Allianz Global Assistance for denying a claim refund for $800.00 due to (Trip interruption) as stated in their travel insurance policy I purchased for travel abroad.

 Name of my plan   trip protector
 Policy identification number   **************
 Date of purchase   8/2/15
 Plan effective date  8/3/15
 Travel dates 9/17/15 - 9/24/15
Total cost paid $73.55
Benefit
  Trip interruption protection   $1,471.05

I contacted Allianz customer service agent on 9/25/15 for a missed returned flight from Ukraine, Odessa to Houston, Texas on 9/24/15. Their customer service agent request I file a claim under their (trip interruption) policy for a refund on my return trip purchased from Turkish Airlines on 9/25/15.
This is the, Claim number **********  for refund of $800.00
I mailed a registered claim to Allianz Global Assistance stating the reasons for missing my return flight on 9/24/15 and having to purchase a new return flight on 9/25/2015.
The reasons I stated in claim ********** is for a missed return flight because the driver was involved in traffic accidents and congested traffic. Allianz claims department discarded the CLAIMED traffic accidents as reason and considered only on traffic congestion in their response for refund denied.
Allianz insurance policy clearly states, 6, sec.2
Trip Interruption,
 You or your travel companion is in a traffic accident on the way to your departure;

My claim ********** states clearly my trip was interrupted from traffic accidents and congested traffic. I am filing for a refund on return flight of $800.00

Thanks for your help resolving this problem,
**** *****

Business Response:
Dear Ms. *******:

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

The consumer listed the cause of loss as multiple traffic accidents and traffic congestion on the way to departure.

The insuring agreement provided coverage for the following:

You or a traveling companion is in a traffic accident on the way to your
point of departure; and:
· you or the traveling companion need medical attention; or
· the car needs to be repaired because it’s not safe to drive.

As the consumer was not involved in a traffic accident we were unable to cover the loss.

Sincerely,

Kalinda H*****
Claims Escalation Analyst

9950 Mayland Drive
Richmond, Virginia 23233
www.allianzassistance.com

1/5/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Allianz travel insurance was offered when I purchased two first class plane tickets to ******* on *****, May 11 of this year. I purchased the policy for 143.16. On Friday November 6, one day before my scheduled flight, I became extremely ill with gastroenteritis and did not feel that I would be able to fly on Saturday, November 7. I called my doctor on the 6th and he suggested that I stay home to avoid contaminating an entire plane full of people. I cancelled my flight Friday evening, the 6th and immediately filed a claim with Allianz. On Friday evening while filing my claim, I discovered that I needed to physically see my doctor within 72 hours on cancellation. My doctor did not maintain weekend hours so I called first thing Monday morning the schedule an appointment. My doctor could not get me in that day which left me over the 72 hour mark. I contacted Allianz claims services as soon as I spoke with my doctor to ask if it was okay that my doctor could not see me in 72 hours, if not I offered to go to primary care that day within the 72 hour time frame. Allianz did not get back to me until 2 days later to let me know that I should still see my doctor. I saw my doctor and submitted the requested forms to Allianz. It has been nearly a month since my first contact with Allianz and my claim is still not resolved. I e-mailed them last week to ask why it was taking such a long time and they finally got back to me yesterday to say that they still needed more medical records from my doctor. I already submitted the requested form and gastroenteritis is not a pre-existing condition so there should be no need for additional information. Allianz also never provided me written notice that they needed this so my claim has been sitting open all this time without resolution. At this point I am extremely frustrated with the poor service, long wait, and extremely unnecessary requests. I would like a refund of my initial premium paid and to simply be done with this terrible company.

Desired Settlement: Refund of 143.16 paid for the policy on May 11, 2015

Business Response:
Dear Ms. *******:

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

The insuring agreement required that an exam be performed within 72 hours of the cancelation and for the doctor to advise cancelation of the trip.

The current information on file does not indicate there was a phone consultation as the consumer has stated in her complaint. We would need a letter confirming this and then we can finalize our review.

Sincerely,

Kalinda H*****
Claims Escalation Analyst

9950 Mayland Drive
Richmond, Virginia 23233
www.allianzassistance.comTell us why here...

Consumer Response:

Better Business Bureau:

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

Allianz did not provide notice to me that they would require additional medical records until I reached out to them after my claim had been active for nearly a month. Per my original communication with Allianz during the claims filing process directly on their web-site, I let them know that I spoke with my doctor on Friday, November 6, however they insisted that they never received that communicate from me. Again, this has been incredibly poor service and a painstakingly long claims process with ridiculously slow response times from Allianz.

I believe that ultimately Allianz should pay my original claim, but due to poor timing between when I was able to see my physician and the extremely long response time about my question regarding their physician policy (much longer than the timeframe promised in their auto response e-mail), I will accept a refund of my original premium paid in order to resolve this claim. To me, this is more than a reasonable resolution. I don't understand why there is so much push back from the company, who is clearly in the wrong.


Regards,

***** ********




1/5/2016 Billing/Collection Issues
1/5/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On July, 2015, I reserved lodging for 11-18 July with ******* and added protection insurance in the case of an emergency for approximately $45. I called them on or about July 11, 2015, to inform them I would not check in on 11 July due to a mandatory meeting at work I missed my flight and connection. I called 866-468-9473 who told me to call 800-771-1281; who told me to call 866-468-9473. My situation was stressful enough without the added run around.

Desired Settlement: Please refund the $45 due to not offering me any protection or service. Thank you

Business Response:

Dear Ms. *******:

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

I have requested to have the policy canceled. Please advise the consumer that it may take up to one billing cycle to see the credit from the financial institution.

Sincerely,

Kalinda H*****

Claims Escalation Analyst

Consumer Response:


Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I would appreciate the business considering reimbursing the $110 lodging rate plus $24.65 tax amount; in addition to original insurance fee.

 

I will wait for the business to perform the agreed upon action and hope they will consider reimbursement of all items; if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ***************************.

Regards,

***** *****



1/4/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased traveler's insurance for a trip through ******. It states the trip insurance protects your travel plans including trip cancellation protection. I went to check the terms and conditions and clicked on the link, the link was unavailable. I then bought the insurance. I went to cancel my trip, and clicked on the terms and conditions link, and again, it was unavailable. I checked the FAQ's page, and it states 'Changing your mind about taking a trip or having certain business obligations are not covered'. The company is falsely advertising 'trip cancellation protection', but then not allowing you to cancel unless it is one of their specific reasons. Please check into the reasons because they are not common, valid reasons.

Desired Settlement: I would like to be refunded for the $40.18 the company charged me, as well as have them remove that their trip insurance covers 'Trip Cancellation Protection'. I have previously used their service on other flights, and I believe it's a scam.

Business Response:
Dear Ms. *******:

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 are readily available in the booking path prior to purchase. I am not sure why the consumer was not able to review them.  The terms were 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.  As the 10 days have passed since the consumer bought the policy, we are not able to issue a refund. The consumer may request to reuse the policy for a different trip and inquire about a date change as the dates of travel have not passed as of yet. Once the dates have passed the consumer will not be able to request the change.

For more information about future use of the policy, the consumer may email the Sales Support Department at salessupport@allianzassistance.com

Sincerely,

Kalinda H*****
Claims Escalation Analyst

9950 Mayland Drive
Richmond, Virginia 23233
www.allianzassistance.com

12/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hello, I have attempted to resolve this problem with the business for many years. They have refused, although I have continued to provide them with all evidence they have requested. In October 2008, my daughter, a US Army Officer, and her husband were attempting to adopt children from Poland while she was stationed in Germany. When they received a call from Poland telling them they were to travel to adopt their children, they were also told that because there were three children, three adults had to travel. I bought my ticket through ******, and I purchased trip insurance insurance through Allianz. Before I traveled, my doctor found I had an enlarged spleen. He ordered an ultrasound which showed I had enlarged lymph nodes throughout my stomach. My doctor told me to cancel my travel plans, which I did immediately, with an explanation. My doctor then referred me to an oncologist who dianosed me with Lymphoma Leukemia. It turned out, my diastase was not aggressive and I underwent treatment a few times since then each time, putting me in remission. Later, my daughter and her husband were told to make their second trip to Poland to bring their children home in December 2008. When I tried to rebook my ticket, or receive a refund, ******, referred me to Allianz. Both ****** and Allianz have requested proof of the medical diagnosis and all documents and bank statements showing the purchase. We have provided all of these documents numerous times. However, each time, we are told that we have not submitted sufficient documentation. My Genral practitioner who first found the enlarged spleen, ordered the ultrasound, and told me not to travel and referred me to the oncologist, has since died. My oncologist also retired recently. Besides not reimbursing us the money owed, We have a problem with the principle violated but this insurance company, as they are not providing the service for which we paid. I can and will submit to you all documents in this case. Thank you very much for any assistance you mighn

Desired Settlement: We would like to be refunded the cost of the airline ticket for which we purchased travel insurance.

Business Response:
Dear Ms. *******:

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

The consumer insured a trip with Allianz for the dates of 12/16/2008 - 12/30/2008. Those dates were changed on 10/06/2008, exchanged to 11/06/2008 - 12/30/2008. As the consumer did not purchase a policy for the new trip dates or file a claim for this change, we were not able to cover any cancelations for the trip dates of 11/06/2008 - 12/30/2008.

The consumer sent in a letter from the doctor indicating that he was seen a month after the initial date change. If the consumer is filing for the original trip dates of 12/16/2008 - 12/30/2008, we would need a completed physician statement form from the primary care physician who advised cancelation in October of the insured trip. The only ticket we would be able to cover is the one that was insured with us for travel on 12/16/2008 - 12/30/2008.

Sincerely,

******* ****** ****** ********** ******* **** ******* ***** ********* ******** ***** *************************

12/28/2015 Problems with Product/Service
12/21/2015 Problems with Product/Service | Complaint Details Unavailable
12/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have purchased travelers insurance for my wifes round trip flight from ***********, TN to ******, TX. My wife (****** ******) was originally set to return on Dec 3rd, but due to waiting for a child birth that was delayed by 2 days, required to change the return date to Dec 5th. It was not clear that the travelers insurance was not American Airlines from the booking and when we tried to change the flight, we were told that the American Airlines required the $200 changing fee and that the insurance complany stated they would not take care of the flight changes and would only re-imburse after reviewing all reuested information fro their reviewers. They also stated that this would probably not result in a refund. This is a very deceptive travel insurance company that refuses to allow for travel changes and has made no effort to assist with travell changes.

Desired Settlement: I would prefer if American Airlines would cease using shady business practices that do not provide the services they claim and no longer use this insurance company. Also, if travel insurances are paid for, flight changes should be straightforward. I suppose I would have to settle for a full refund of $37.62

Business Response:
Dear Ms. *******:

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 a birth that was delayed two days. The insuring agreement excluded coverage for any loss resulting directly or indirectly from normal pregnancy.

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

Sincerely,

Kalinda H*****
Claims Escalation Analyst

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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,

****** ******




12/9/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I booked a ******* getaways package on September 16th. I also purchased travel insurance. Our trip was scheduled for November 16th. On November 10th I was diagnosed with shingles. I also have a per diem job which I lost. These two things caused me to cancel my trip. So far I sent Allianz a note from my doctor, a copy of my prescription, and a letter from JetBlue stating that they did cancel the trip but didn't give me a refund. I called Allianz customer service several times to get nowhere with them. I sent them several emails asking for the status to get no response. Please help me get a refund of $1,601.19 which I am entitled to

Desired Settlement: I want my money back which I am entitled to. This company is horrible and I would never deal with them again. I called them again on Thursday, November 19th to be told that I would get a call back on Friday, November 20th. I was home all day and never got a call. I e-mailed them several times to get no response.

Consumer Response:

Dear Sir/Madam

This complaint has been resolved.

Thank you 

***** ******** 

12/1/2015 Problems with Product/Service
11/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Allianz double charged my credit card for policy number **************. When their customer service line was called they flat out refused to acknowledge the second charge. I was given an email address to take my escalate my complaint. Following the phone call I was sent an email stating my policy was canceled. Allianz would rather cancel an account without the customer's consent before taking the responsibility to refund a duplicate charge. Allianz continued to ignore my complaint until I emailed the customer assistance department with attachments of the original policy and price, my credit card statement showing the double charge, and the email showing the account as canceled. At this time no refund has been credited to my credit card, no meaningful apology was given, and my policy is still canceled without my consent. I did receive an email from their department claiming the double charge occurred on account of "technical error". This technical error is an unethical business model used to exploit their customers. They are counting on customers to not monitor their accounts and they hope that no one catches them in the act.

Desired Settlement: When will the BBB take action against Allianz? The statistics of this company speak volumes! 98% of customers are dissatisfied with the conduct of Allianz! 100% of those customers would not recommend Allianz to other customers! On behalf of these customers I demand that BBB lower Allianz's grade to the lowest possible. I desire Allianz to make a formal PUBLIC apology for all the victims this complaint represents. America does not need corrupt companies like Allianz!

Business Response:

Dear Ms. Smith,


Thank you for bringing this matter to my attention.

Our records indicate that the consumer was notified on October 29th that the Finance Department has completed their review and the additional charge in error was refunded. As the consumer requested a cancelation of the policy, all charges have been refunded.

Thank you,

******* ****** *

11/30/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Allianz claim #************** First, I want to alert you I have a new address my old address was in ****** ****. My traveling companiom, **** **** ******* ****** and I bought travel insurance in case one of us beame I'll and could not make the trip. **** **** became I'll and was unable to go on the trip. We were told our money would not be refunded to us because she had a pre-existing illness and they do not cover those. We were never informed they do not cover pre- existing conditions prior to our purchase. Because both myself and **** **** have health problems we bought the policy For that reason.

Desired Settlement: We want the cost of the trip to be refunded to us

Business Response: Dear Ms. *******:

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. 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.

Upon review of the claim, the cause of loss was due to a general program exclusion.

Due to this, I regret that we are unable to honor the claim for reimbursement.        

Sincerely,

Kalinda H*****
Claims Escalation Examiner

9950 Mayland Drive
Richmond, Virginia 23233
www.allianzassistance.com

11/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a hotel stay in Las Vegas and Purchased insurance from Allianz. I was unable to Go at that particular time. in good faith I called and cancelled the trip in advance, ask if I could go at a later date, the answer was no. Even though I purchased the insurance. After 1 month I was told that the insurance I purchased only covered if I became ill and ended up in the hospital or myself or companion died. I was told when booking the trip that the insurance will cover all cancellation monies provided that I cancel 3 days prior to check in. booking was made via hotwire.com

Desired Settlement: to be credit from Allianz or from ***********

Business Response: Dear Ms. *******:

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. 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 policy included a named perils certificate which outlined all named perils.

Unfortunately, the consumers reason was not listed as a named peril in the policy thus we are unable to honor the claim for reimbursement.       

Sincerely,

Kalinda H*****
Claims Escalation Examiner

9950 Mayland Drive
Richmond, Virginia 23233
www.allianzassistance.com

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********* 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,

************* *******




11/25/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased travel insurance from Allianz on 6/5/15 when purchasing airline tickets to travel overseas. Upon arriving at our destination our bags were missing. I filed a report at the airport and notified Allianz right a way which opened a claim. At that time I was told by Allianz that I would be reimbursed $300 for each person on the policy that lost a bag and I did not have to keep receipts to be reimbursed. Upon returning to the states I continued the claim with Allianz. After a couple of weeks I called to find out about the claim and was told it would be denied because my policy didn't cover delayed baggage. I told the representative that the bag had been lost for three weeks and I had to purchase items while on the cruise until returning to the US so I should be reimbursed. She said the bag is considered delayed since it showed up even if it was three weeks later. My "Letter of Confirmation" from Allianz states I had "Baggage Coverage" and the "Insurance Certificate" I received stated there was "Lost" Baggage Coverage and "Delayed" Baggage Coverage which led me to believe I had coverage regardless to whether it was lost or delayed because my Confirmation Letter stated I had "Baggage Coverage". They are saying I didn't have "Baggage Delay" coverage that I only had "Lost" baggage coverage. No where in the documents they sent me does it state this. I informed them that according to the IATA the Montreal Convention provides a liability regime for baggage that airlines are to follow for International Flights and according to it baggage is considered to be "lost" after 21 days which is the case with my bag and I asked why they aren't following this order. They didn't have an answer. Allianz considers it lost if it NEVER shows up. Consider the term "Lost and Found" my bag was "LOST" and then it was found three weeks later therefore I should be compensated in some way since I paid for "Baggage Coverage".

Desired Settlement: Due to the fact that I paid for "Baggage Coverage" and my Confirmation Letter states I had "Baggage Coverage" I should be compensated for the items I had to purchase while I did not have my baggage.

Business Response: Dear Ms. *****:

Thank you for forwarding this matter to my attention.

Our insurance, like any other insurance had terms, conditions and exclusions that impact the coverage. These terms were readily available in the booking path prior to purchase and also emailed to the consumer.

The certificate of insurance guide sent to the insured indicated the following:

Please make sure you read these documents carefully. This certificate may describe coverage
your plan doesn’t include. Make sure you review carefully your letter of confirmation. Contact us
immediately if you don’t receive your letter of confirmation or if you think there is a mistake.

The letter of confirmation listed Baggage coverage and not baggage delay coverage. The information on file indicates the baggage was delayed. As the consumers loss did not evoke the coverage of the plan, we are unable to overturn the denial of the claim.

Sincerely,

******* ****** ****** ********** ******** **** ******* ***** ********* ******** ***** *************************

Consumer Response:

Better Business Bureau:

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

The Letter of Confirmation states that I had "Baggage Coverage" as you can see on the **********.  No where in writing does it state that it is limited to lost baggage coverage.  The Certificate of Insurance I received states the there is Lost, damaged or stolen baggage coverage and there is delayed baggage coverage.  Again my policy stated that I had "Baggage Coverage".   The bag was lost for three weeks and no where does the policy state what time frame is considered lost or delayed.  I believe that they are misrepresenting the actual coverage by only stating "Baggage Coverage" on the plan inclusions.

Regards,

****** *******




11/25/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased Allianz travel insurance along with a flight package through ****** (Purchased in May for an October Departure). At the time we had just learned that my wife was pregnant, but did not expect any issues (discussed with her doctor ahead of time). As the pregnancy progressed my wife had several ongoing issues (early contractions, etc.). At this point her doctor advised her against traveling past September due to the risk of her going into labor, and not being close to a NICU. I called both Allianz to ask how to proceed and they advised me to file a claim (requiring me to cancel the booking through ******). We submitted the required paperwork for the claim, and had not gotten a response almost a month later. At this point I called Allianz and was told that our claim had been rejected a week and a half prior (called 10/12, told claim had been rejected on 10/3). The representative told me that Allianz would only have covered the incident if we had flown and severe issues had occurred with the baby & mother (not covered as the doctors recommendation was to prevent that from occurring, they only cover if the event actually happens). I was told by the same representative that it was acceptable and normal for a baby to be delivered on an air plane.

Desired Settlement: Full delivery of services - Payout of the insurance policy matching the lost cost of airfare.

Business Response: **** *** ******

Thank you for forwarding this matter to my attention.

Our insurance, like any other insurance had terms, conditions and exclusions that impact the coverage. These terms were readily available in the booking path prior to purchase and also emailed to the consumer.

The insuring agreement provides coverage for complications of pregnancy. Normal pregnancy is excluded from coverage. The agreement does not provide coverage for risk of complications based on passed pregnancies. As the form on file indicates there was a history of pre-term labor without any indication of complications of the actual pregnancy itself, we are unable to honor the claim for payment.

Unless we receive documentation that the current pregnancy has complications we would be unable to overturn the denial.


Sincerely,

******* ****** ****** ********** ******** **** ******* *****
********* ******** ***** *************************

Consumer Response:

Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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 provided on more than 1 occasion proof that my wife's pregnancy is currently experiencing complications (which was the reason to cancel the trip - not to avoid complications, but to not compound them).  We have send in a HIPPA release as well so that Allianz can review themselves.  In discussing with them, they had no medical professionals on hand to review, they were simply looking for a specific diagnosis code.  As it stands currently, my wife needs to take injections daily to prevent her from going into labor.  My wife's doctor advised us that taking any type of long trip (plane or otherwise) was ill advised as it most likely would trigger an early labor scenario, which in turn would have resulted in many complications for both my wife and child.  Frankly, I find it offensive that Allianz suggested (verbally to me on the phone), that I should have had my wife board the flight and go into significant preterm labor - as that would have been covered.  The message I received was essentially that I should have put both my wife and baby's health at risk (and caused Allianz significant cost).  Frankly, every conversation I have had with Allianz has demonstrated a high level of ignorance, and general disregard for human life.  If their service only covered certain diagnostic codes, that should have been spiked out in the agreement instead of using general verbiage. 

Regards,

********* *******




11/25/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: You buy the insurance for your tickets because they are so far from the date than when you need to use it you have to jump through hoops. This insurance should be called accident or death insurance because that's all it covers. Misleading to buyers and total waste of consumers money. People please don't buy it. It's a gimmick to get money out of people who prepare for bad or unforeseen situations. I had a baby that was in the NICU and still having some issues so I don't feel comfortable leaving the baby home now I have to go have his pediatrician fill out paperwork to get my money back. When you buy airplane tickets you get your money or exchange without hassle when you pay for the service.

Desired Settlement: Refund

Business Response:

*** ******

Thank you for forwarding this matter to my attention.

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

Thank you,

******* ******

Consumer Response: Better Business Bureau:

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

It was alot of work to get my money back. Hassle and even at the end they have the right to deny it so we gave our 300. Tickets away. Will never buy this protection package again as i feel scammed like so many others did after looking it up. My husband and I are advising everyone we no to not buy into this. You should have so many days to return without hassle if within two weeks maybe than require paperwork. My personal business is none of yours. I tried returning with almost two months notice. Many negative stuff about your company on the internet. 

Regards,

***** ******




11/25/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a plain ticket through ****** in the summer for a trip from Phoenix to Portland. I have had to cancel my trip. After canceling the plane ticket I proceeded to cancel the insurance since it was no longer needed. The service representative said that the policy can not be canceled because more than 10 days have passed since I bought it. He said I could use it on future travel if I wish to, as stated in the contract, according to him. That is outrageous. Even if it is stated so in the 2000 page tiny letter size document that no reasonable person can read, it is robbery. They are taking my money for a service that they will not provide.

Desired Settlement: Alianz should not hold money for services that have not been performed and will not be needed. I would like to have my money back. It should be up to me to decide on future travel if I want their services or not.

Business Response: **** *** ******

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

The premium is only refundable within 10 days of purchase. This information was included in the confirmation that was sent to the consumer.

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

Sincerely,

******* ******
Claims Escalation Analyst

9950 Mayland Drive
Richmond, Virginia 23233
www.allianzassistance.com

Consumer Response:

Better Business Bureau:

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

When a company offers insurance for travel, an option for refund within 10 days is unreasonable. Travel plans are made sometimes months in advance and since I didn't travel in the end, no services were rendered by the business. Furthermore, it has been well estalished by now that contracts that are offered to consumeres are made confusing and frustrating so that consumers would not be able to understand exactly what is written in them. The business response shows that they are not playing a fair game.

Regards,

**** *****



11/23/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: While reviewing my bank statement recently, i saw I had been charged by Global Allianz. As I made no INTENTIONAL purchase from them, i went back to see when it occurred. While purchasing some concert tickets, Global Allianz his a small paragraph asking you to buy their insurance, and the 'YES' box was already checked, making this an OPT-OUT situation instead of an OPT-IN. In addition, the price of the concert tickets reflected the price I intended to pay, and Allianz Global's add-on price was intentionally not tacked onto the final price. I contacted the company to resolve this issue, and they will not respond.

Desired Settlement: Request a refund of the price Allianz Global tricked me into paying. I doubt they will cease this practice on their own. I am likewise filing a complaint with the VA States Attorney's office, suggesting Allianz Global be investigated for this corrupt practice.

Business Response: Dear Ms. *******:

Thank you for forwarding this matter to my attention. I apologize for any frustration regarding the purchase of insurance on vividseats.com website.

I have reviewed the complaint. Currently, on the vividseats website, the  insurance is offered in the booking path. Yes or No are the choices, both options are blank and you could choose either yes or no.

I have forwarded the consumers request to the Customer Service Department for cancelation. Currently I am not able to see where the consumer reached out to them.

If he has additional questions, they may be reached by calling the number on the credit card statement.

Thank you,

Sincerely,

Kalinda H*****
Claims Escalation Examiner

9950 Mayland Drive
Richmond, Virginia 23233
www.allianzassistance.com

Consumer Response:

Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
In their response to my BBB complaint, Allianz Global claimed-
"I have reviewed the complaint. Currently, on the ********** website, the  insurance is offered in the booking path. Yes or No are the choices, both options are blank and you could choose either yes or no."

This is patently false. The option for YES is already checked, and in tiny font, making it difficult to read. Is Allainz Global suggesting I chose to purchase their product, then suddenly complained about being tricked into it 2 days later?
Considering the large number of complaints similar to mine, all of which have the same ("Both boxes are blank, and you could choose yes or no"), it is obvious that Allianz Global DOES ensure the YES box is checked, and simply repeats 
the same lie on every BBB complaint.

Allianz Global also claimed-

"Currently I am not able to see where the consumer reached out to them. "

Again, false. I clicked on the 'Customer Service' link provided in their email to me, filed my complaint, and no response was given. Now that I have filed a BBB complaint, My refund magically appears. 

That this business maintains an A+ rating is ridiculous. Instead of allowing Allianz Global to game your system, I suggest BBB take a closer look at their business practices. I see many many complaints

similar to mine on the BBB website, so it's obvious that an A+ rating is not warranted.  


Regards,

**** *********




11/4/2015 Problems with Product/Service
11/4/2015 Problems with Product/Service
10/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased 4 airline tickets from ****** , Riyadh to Newark, I also purchased Allianz INS so that if anything happened then I will get a full refund. I went to airport and was denied boarding because apparently ******* *******, requires getting a visa to England, I argued with the crew that I have no plans to leave airport in London, they said they can't let me travel and its better if I cancelled my tickets so that I am not charged. I filed a claim with Allianz, they requested documents as proof of purchase, I submitted all requested documents but received absolutely no response. I went online to check the status of my claim I saw that it was denied without any explanation. When I tried talking to them they said that Orbitz, the travel agent should pay me back because they should have informed me that I needed visa, and when I call ****** they tell me that Allianz is the insurance and they are responsible for the refund. in the attached statement from Allianz website they advertise that they would reimburse prepaid , non refundable tickets for covered trip interruptions and cancellations . I feel misinformed and mislead into buying this insurance and when something actually occurred they simply denied all. Please find ******** documents of my trip . ***** ** *********** ******* *** **************

Desired Settlement: I need your help to hold Allianz accountable for refunding my four tickets as promised when I made the purchase of the travel policy. Thank you

Business Response: Dear Ms. *****:

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 insured.

According to the claim documentation, the cause of loss was not listed as a named peril in the insuring agreement. Coverage was not provided for not being able to obtain travel documents.

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

Sincerely,

******* ****** ****** ********** *******


10/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I tried to book a hotel in the Atlanta region, Buford, GA, through ******* & purchased the trip cancellation through Allianz. However, I was not given a hotel in Buford, instead I was given a motel in Gainsville, GA, America's **** ***** *** ** *** ****** ***** ****. I quickly learned that this motel had complaints against it for having drug paraphernalia found under a guest bed. I then contacted the ********** Police Dept. and learned that this motel was in a very dangerous part of Atlanta & that people had died there from overdosing. They highly recommended that I do not stay there because it was so unsafe. I tried contact ******* & they refused to help, so then I turned to Allianz as this was my trip cancellation insurance. My 1st contact was on Aug. 24, 2015, upon speaking to customer service rep. , Andrew, & filing my complaint & voicing my concerns, he led me to believe that if I provided proof from the police then I would be given back my $250 dollars. I was lied to numerous times. They kept telling me they would get back to me within 24-48 hours to which they never did. I had to keep returning calls & complaining. It has taken me well over a month, & they continued to denied me a refund. I ended up not staying at the motel for the 4 nights that I had booked Sept. 3-7, 2015. I was terrified for my safety. I think it is criminal that this insurance company will not even consider the safety of the customers. It is also criminal that they continue to do business with people & places involved in drugs. I will NEVER use Allianz Global Assistance nor ******* again & I will advise everyone I know of the same thing.

Desired Settlement: I would like to get my $250.00 back from Allianz Global Assistance, ******* Discount Travel, or America's **** ***** ***. I'm not sure who is responsible for my refund, but this is criminal that these businesses continue to do business with this motel. I will never use any of these businesses again. They do not take seriously the customer's concerns. Both Allianz & ******* claim customer service & satisfaction is of great interest, what a joke!! Bottom line they care more about the almighty dollar. When the local police department even suggests do not stay out of safety concerns then the business should be more aware of problems.

Business Response:

Dear Ms. *****,

Thank you for bringing this matter to my attention.

The phone call the consumer placed was reviewed by management and during that call the agent advised the consumer that the cause of her loss was not listed as a named peril in the insuring agreement. As with all insurances, we can not deny the consumer the right to file a claim. With all claims, verification of the reason for filing was needed.

The documents were reviewed by the Claim Department and unfortunately, we were unable to honor the claim for reimbursement.

At this time we show that the proper decision was made.

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

Thank you,
******* ****** ****** ********** ********* *** **** ******* ***** ********* ******** ***** *************************

10/22/2015 Problems with Product/Service
10/5/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I looked at my credit card transactions online at about 11:00 pm tonight. I see that there is a charge of $27.96 transaction date yesterday 9/20/15 and posted date today 9/21/15. The description of the transaction is "Event Ticket Insurance". I did not make this transaction /purchase for insurance. I called 3 service agents today at the number of the company ************** and they said the transaction was not made. One agent asked me for my entire credit card number and I did not give it to him because I didn't trust him. It appears this company has taken my money without my consent.

Desired Settlement: $27.96 back to my credit card or paid to me via check ASAP

Business Response:

Dear Ms. *****,

Thank you for forwarding this matter to my attention.

Our insurance offered on all event ticket websites are offered as opt in, which means the insurance has to be selected by the consumer in order for there to be a charge.

I have searched by the consumers name and was not able to locate a policy which is why the agent asked for the credit card number. If the tickets were purchased in someone elses name, the consumer may provide that information to the Customer Service Department in order to request a cancelation of the insurance.

The consumer may also dispute the charge with the credit card company. If the consumer has any other questions she may contact the number on her credit card statement.

Thank you,

******* ****** ****** ********** ********

Consumer Response: Hello,

I read the response from ******* ****** (Claim Escalation Examiner/Allianz Global).

This company employs deceptive tactics by charging consumers of event ticket hidden insurance fees.  When I called each of the three customer service reps at Allianz Global they asked me for my "insurance policy number"

My credit card was charged for insurance 9/21/15,  I NEVER received a policy purchase notification or receipt of such a purchase.  The only way I knew I had been charged was by examining recent activity on my credit card. 

I am concerned that other event ticket consumers without their knowledge will be charged Allianz Global fees. 

Thank you,

******* *******













Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID 10825846, 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,

Stefani Largent




9/28/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased travel insurance from Allianz through ****** ******** when I booked travel for my wife and I in October. According to the confirmation from ****** the insurance was purchased for both us at $20.13 each. I didn't receive an email from Allianz confirming the purchases so I checked my credit card account. I noticed that Allianz only charged me $20.13 and I still had not received an email. When I contacted them they claimed they had no record of my purchase and there was nothing they could do. I said they had put through a charge and told them the reference number but they continued to claim there was nothing they could do. I do not understand how they could have no record of my purchase and yet put through a charge to my credit card.

Desired Settlement: I want a refund for the $20.13 they charged me.

Business Response:

**** *** ******
Thank you for forwarding this matter to my attention.

I have notified the customer service department of this issue and a representative will be contacting the consumer directly to troubleshoot the issue.

Thank you,

******* ****** ****** ********** ********

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.]

Better Business Bureau:

The business ultimately provided an insurance policy on both my wife and I. Therefore I consider this complaint resolved. 

Regards,

***** *******


8/31/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased tickets through ************, and was charged for insurance that I did not want. Many comments online indicate that this is a scam by Allianz. I have contacted my state attorney general, who is also filing a claim in my behalf. This company has 446 complaints in 3 years, yet you give them an a+ rating.

Desired Settlement: I would like this company to be more forthright in the way that they try to collect insurance on tickets.

Business Response:

Dear Ms. *****,

Thank you for forwarding this issue to my attention.

According to our records, the consumer purchased event tickets on July 26, 2015 on the ************ website.  Our insurance premium was charged to his credit card at the time of purchase.

Our insurance offering on the ************ website is not an "opt out" process. In order to purchase insurance the consumer must click the "yes" box. If no box is chosen, insurance will not be purchased.

Our records indicate that the insurance premium was refunded on August 26, 2015. The consumer may want to follow up with the credit card company for any other further questions regarding the reimbursement.

Thank you,

******* ****** ****** ********** ********

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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ****************************

Regards,

***** *****



8/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My husband and I flew to ********* *** We both purchased separate Travel Insurance through Allianz with the party of ********* ********* ******* on the Letterhead. My police # is **********. My husband and I both got ill from Altitude Sickness and I call this company immediately. They informed us to do what was necessary and they would make a notation of this call on August 2 and upon our arrival back home on August 5th, I should file a claim, which I have done. Claim# **********. We had to purchase over the counter meds as well as cancel a hotel stay paying a penalty of $35 with a total Claim amt of $55.00. I cannot get help with this nor a response. I am placed on 35 to 40 minute holding time and none of my e-mails have been answered. I would like reimbursed and also to cancel my policy I purchased on August 7 for another upcoming trip. It is such a hassle to get a claim paid, it is not worth my trouble since I suffer from PTSD due to service to my country.

Desired Settlement: A refund for the $55.00 as well as cancellation of the upcoming travel coverage with policy # ************** at the cost of $26. I do not feel like fighting this insurance company again should I have any problems with future travel to MSP. All for a total refund of $81.00 Thank you

Business Response:

Dear Ms. *****,

Thank you for forwarding this issue to my attention.

According to our records, the consumers claim was submitted for payment on August 26, 2015. The consumer should allow 5 to 7 business days to receive the check.
 
The policy listed in the complaint has also been canceled effective today.
 
Thank you,
******* ****** ****** ********** ********

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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ****************************

Regards,

******** *******



7/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Since 5/12/15 when I canceled (4) insurance claims that I did not order I have been waiting for a refund. I received (1) refund the next day for $4.99 the other (3) cancelations were NEVER refunded. I have called a total of 4 times and have not only been given the run around, told my bank could take up to 30 days for refund but every time I was transferred to the "financial dept" I was hung up on-twice. I finally got the name of the manager/supervisor named "Tony" ext 20184 and he gave me all (4) reference id numbers. I called my financial institution (****) they not only searched the database with no luck but also stated they would NEVER deny a refund/credit if the account is open. My bank gave me the courtesy of refunding the $14.97-$4.99 x 3 claims. I then tried to call "****" back with the ext he gave me and they tell me there are NO ext at this number-sketchy company!! I was unable to put the ref# in this form because it thought I was putting a SS number-I have the reference and claim numbers if you need them. I know I received the small credit from my bank but it is the principal of getting my money back from this company. I have spent WAY too much time and effort on this but don't want someone else to get the run around from this scam of a company!!

Desired Settlement: $14.97 from (3) canceled insurance policies that were $4.99 each and never ordered!

Business Response:

**** *** ******
 
Thank you for forwarding this matter to my attention.
 
According to our records, the consumer’s policy was canceled and the credit card was refunded for the full cost of all four policies.
 
As the consumer has indicated that the bank has refunded the charges, they may request that the bank investigate the charges from their end to be sure that the funds transferred correctly.



Sincerely,
 
******* ****** ****** ********** ******** **** ******* ***** ********* ******** ***** *************************

Consumer Response: Better Business Bureau:

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

Please find the attached copy of my credit card expenses from the date the travel insurance was purchased (5/13/15) (4) policies of $4.99 each.  The SAME day the insurance was canceled since I DID NOT want it and as you can see only 1 credit of $4.99 was credited to my account.  I even enclosed the FULL month of my credit card transactions so that you could see they DID NOT credit the remaining 3 policies of $4.99 each.  My bank **** would NEVER deny a credit on my open active account.  This has NOTHING to do with my bank and wait to hear from someone to rectify this situation!!


Regards,
******** *****



6/11/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: March 29th i purchased a ticket from *****. i did not elect insurance but on the website you acctually have to deselct that option and i did not before i completed the purchase. i cancelled the flight through ***** and was issued a cancellation ticket and was told it would take 14 business days for the cancellation to be processed. I called ***** back today as i noticed that the insurance never was refunded. i was told today 5/18 that i need to call the insurance company direclty. i didnt have thier information as i deleted the confirmations for hat trip since i cancelled it. i called Allianz today and spoke with rep Rita and Supervisor ***** and they both would not process the refund as it has been more than 10 days. but i told them had i known to call them i would have that day when i cancelled the tickets. but when i had the cancellation processed i thought it was for both the ticket and the insurance. when i made the purchase it was all throght ***** so i thought the cancellatioi would be also. **** was very inconsiderate. she would not alow me to explainand continued to talk over me and cut me off. she answered the call with an attitude. they will not refund the $40.00.

Desired Settlement: i would like a refund of $40.00. As i was not aware i needed to call both companies to request a refund. Thanks for your help. I can be reached at ************ the policy number is *********** my cancellation number was ************* made on 3/29

Business Response:

**** *** ******
 
Thank you for forwarding this matter to my attention. We apologize for any frustration the cancelation process may have caused the consumer.
 
The premium is only refundable within 10 days of purchase. This information was included in the confirmation that was sent to the consumer that she unfortunately deleted.
 
The consumer may email the Sales Support Department at ********************************** for additional consideration of the cancelation of the policy. The consumer should include the email that verifies the ticket was canceled on the same day as it was purchased.
 
Sincerely,
 
******* ****** ****** ********** ******* **** ******* ***** ********* ******** ***** *************************

6/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Our church group was traveling to NY. On 3/2/15 my foot just started swelling. Went and had an x-ray but nothing showed up. Since then my foot keeps swelling and I am unable to walk. We had been planning this trip for over a year. The person who booked out flight with ***** booked the flight and asked if we wanted the insurance in case something happened and we were unable to go. We all purchased the insurance and now Allianz will not refund the money. I called and sent an on line request and no one will respond. At the time the girl that booked our flight was not told anything about not getting our money back. Why have insurance if you can't get your money back. On 3/2/15 I was still planning on going to NY on 5/7/15 but now I am unable to walk. The other people in our group went but I was not able. Why buy insurance if it is not going to pay anything?

Desired Settlement: I just want the money I spent on my ticket. I gave plenty of notice for ***** to sell another ticket for my seat. This is just like double dipping. You get 2 people to pay for the same seat. I just want the $327.20 I spent on my ticket

Business Response:

**** *** ******

Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the consumer.
 
Our insurance, like any other insurance had terms, conditions and exclusions that impact coverage. Specifically excluded from coverage was any loss arising directly or indirectly from an existing medical condition. These were defined as:
 
An illness or injury that you, a traveling companion or family
member were seeking or receiving treatment for or had symptoms of on
the day you purchased your plan, or at any time in the 120 days before
you purchased it.
You, a traveling companion or family member are considered to have
an existing medical condition if you, a traveling companion or
family member:
· saw or were advised to see a doctor
· had symptoms that would cause a prudent person to see a doctor
· were taking prescribed medication for the condition or the
symptoms, unless the condition or symptoms are effectively
controlled by the prescription, and the prescription hasn’t changed.
 
The medical documentation on file indicated that the cause of loss was due to an excluded condition. As the insuring agreement excluded coverage for these conditions, I regret that we are unable to overturn the denial of the claim.
 
 
Sincerely,
 
******* ****** ****** ********** ******* **** ******* ***** ********* ******** ***** *************************

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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,

****** ****

When asked if we wanted the insurance it was implied that this was to cover us incase we could make our flight.  At no time did were we given any disclaimer that a pre-exisitng injury or illness would cause us to lose our money.  I gave an advanced notice so my seat could be sold.  Why buy this insurance if it does not protect the traveler in case they are not able to fly for any reason.  This is just a scam to take peoples money and to get paid 2 times for the same seat.  This type of claus should be told to the buyer at the time the insurance is bought.  It is sad that they take advantage of people and try to get away with it.   


6/8/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: In September 2014, I was planning a trip to *******(my hometown). I did tickets month(s) in advance. However, about a week before my trip, ******* was hit with massive floods and as such, I ended up canceling the trip. Just that you are aware, I had purchased travel insurance from Allianz when I booked my tickets months ago, and natural disaster such as floods was covered. The floods were so massive that people were stuck on their roof-tops for days without food, water, medicines, communication or electricity. The entire state was completely devastated. Water had been flowing through densely populated cities, rising up to 27 feet and destroying everything in its path, including homes, hospitals, schools, communication, roads, emergency centers and businesses. In a situation this bad, I had no option but to cancel my trip, which I did(like any other reasonable person would have possibly done) I filed a claim with Allianz and also submitted documentation, including news articles, pictures, etc. that proved the magnitude of the floods. Even though, I have produced enough documentation to support my claim, Allianz claims department is giving me a hard time in processing the claim, which I think is unfair, inappropriate and unethical. I sent few emails to Allianz grievance department but they didn't even bother to respond. It would not take a genius to review the documents that I have submitted to understand the depth of the disaster(vis a vis all the articles that prove that entire ******* city was flooded). I don't understand even though I produced articles that prove that the state was in complete shambles due to floods, I am being given a hard time and my claim is not being processed. As I mentioned earlier, "floods" was covered in my policy and you can even do a quick search on the internet that shows that ******* was flooded around that time.

Desired Settlement: Allianz needs to process my claim and make the payment of my insurance coverage ( i.e. $200) as they should honor the coverages they promise on their website and/or the promise they make at the time of selling insurance coverage to customers.

Business Response:

**** *** ******
 
Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the consumer and offer our condolences on the passing of her family member.
 
Our insurance programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage.
 
In particular, coverage was only provided if your primary residence was made uninhabitable due to flood. It did not provide coverage if your destination was made uninhabitable.
 
At this time, my review indicates that the proper decision was made and I regret that we are unable to provide the insured with a more favorable response. 
 
Sincerely,
 
******* ****** ****** ********** ******* **** ******* ***** ********* ******** ***** *************************

Consumer Response: Better Business Bureau:

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

My hometown is *******, ***** and that is what was inhabitable due to floods. If you look at the coverage policy, this is what it states under "Environment"
Home uninhabitable: Your primary residence is uninhabitable because of a natural disaster, fire, flood, burglary or vandalism.

In addition, it should also fall under the below category because all flights to and from ******* airport were canceled due to floods. 

Canceled services
Your airline, cruise line, or tour operator or travel supplier stops offering all services for at least 24 consecutive hours where you’re departing,
arriving or making a connection because of:
? a natural disaster; or
? severe weather.

You can refer to the articles that I have submitted before showing the magnitude of the disaster. In addition, here are some more-

************************************************************************************ *******************************************************************************************************

Regards,

***** ****

Business Response:

**** *** ******

The consumers insuring agreement defined primary residence as :
 
Your permanent, fixed address and primary residence for legal and tax
purposes. We call the place your primary residence is located your
place of residence.

We do not have anything on file to show that the consumers primary residence is in *****.
 
Also, we do not have anything on file that indicates that the airline ceased all services on the consumers route for 24 consecutive hours on the day of departure. What we have on file is an email of the consumer requesting to have the ticket canceled.

At this time the claim remains in a closed status. The consumer is more than welcome to send in any documentation to support the aforementioned.
 
Thank you, 
 
******* ****** ****** ********** ********* ***

6/4/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I recently acquire insurance through your company for an upcoming trip. However, I have been unable to reach your company through the multiple numbers and occasions that I have tried. I even tried the number listed with the BBB and left a message. I have an issue I was trying to discuss with you, but after 8 phone calls and over 2 hours on hold I have yet to reach and actual person.

Desired Settlement: I honestly want someone to contact me to discuss my question and I would like a refund.

Business Response:

**** *** ******
 
Thank you for forwarding this matter to my attention.
 
According to our records, the consumer’s policy was canceled on 6/2/2015 and he no longer has insurance with us.

If he still has questions unanswered I can request to have a customer service representative give him a call.
 
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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ****************************

Regards,
****** ****



5/14/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My wife bought me plane tickets out to Maine. She opted in to the insurance program when it specifically states we can cancel or changes float with out paying the fee. It did not mention that they only will only reimburse you for specific reasons. They did not state these reason when it was purchased nor in the email explaining. I was spoke to ****** employee ID *****, would not offer me a refund. I told him what the product "sales pitch was." He then stated there was all these disclaimers in a package. I never received that package nor an email. For a company to promote travel insurance that non hassle cancelation or changes to flight than to deny when i need to make changes is ridiculous. They used deception to gain 30 dollars. When I need to use it they would not let me.

Desired Settlement: I want a full refund for the tickets I purchased. Plus the cancelation fee covered.

Business Response:

Dear Ms. *****:
 
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 medical reasons; however we have not received the required documentation to process the claim. Until that time, we would be unable to finalize our review.
 
The consumer may contact the Claim Department at ************ to obtain more information on the claim process.
 
Sincerely,
 
******* ****** ****** ********** ******* **** ******* ***** ********* ******** ***** *************************

Consumer Response: Better Business Bureau:

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

The issue is this company did not mention anything about limitation and 10 day grace period in any of their promotional advertisements more any of the emails I received. The company did not notify me about any terms and conditions to make matters worse I had ******* **** ****** ******** be extremely rude to me. I tired to forward whom ever this added issue.

**** ****** ******** *** *****Refused to help me when I asked.He kept interrupting me, speaking over me, he would ask a question then he refused jot allow me to answer. He belittle me by stating I was rude for interrupting him after he would ask a question then kept talking. He started an insurance claim that was not authorized, (on the audio recording). he tried to bully me stating after I said all I want is a full refund due to the company false advertisement. He did state that an email was sent to spam which gets deleted. He then sent me other unauthorized emails. 


I did not authorize creating a claim and the claim forms was sent. I did not authorize any emails to be sent and they were still sent. My issue revolves around the bases that the company in the advertisement and the itinerary email (the only/original email i received) did not mention any of these terms, conditions, grace period, or future emails I needed to read.

Because of false advertisement, and lack of bring everything to my attention  

Regards,
****** ********



5/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Got a room with *********** on 04-15-2015 paid for insurance on the Hotel I lost my job next day on 04-16-2015 ******* told me to contact ALLIANZ Global Assistance they me a claim number '*********' 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. *****:
 
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 ************ to obtain more information on the claim process.
 
Sincerely,
  ******* ****** ****** ********** ******* **** ******* ***** ********* ******** ***** *************************

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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,


                      *** **** 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

5/12/2015 Problems with Product/Service | Complaint Details Unavailable
5/11/2015 Delivery Issues
4/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dear Better Business Bureau,I purchased the Allianz Global Assistance trip protection coverage for $29 and some odd change on February 28, 2015 to cover a trip to ******** *******. I purchased the ticket online for $490.20 from Delta airlines and planned to travel on March 9, 2015. I was traveling to Valdosta, Georgia to attend the trial of ****** ******, the man who killed my sister in a car accident on May 10, 2013. The defendant pleaded guilty to vehicular homicide and reckless driving Friday, March 6 which caused the trial scheduled for March 9, 2015 to be canceled.I contacted Global Allianz on March 6, 2015 and informed them of my dilemma and had them send me the paper work to apply for my refund. I submitted all paper work March 9, including a letter from the DA's office in ******* ****** ******** my bank statement showing the trip purchase and information from ***** ******** showing the canceled ticket. I was sent an email stating that they would review my paper work and let me know in 10 days if my claim would be accepted or denied. I contacted the company today, March 24, 2015 and was informed that my claim was denied because I was not ordered to appear in court.Why would I not plan to attend the trial of the person who killed my only sister? Whether it was a court ordered appearance or not, Allianz Global Trip protection should honor my claim. The insurance was purchased in good faith and the company should honor my request.I believe that this is unjust and unfair business practices since none of this was up front in writing when I clicked on to purchase the trip protection coverage. I would not have even bothered to pay for the coverage if they were not going to honor it.I am contacting you to aid me in receiving a refund of $490.20 from Allianz Global Assistance Trip Protection based in Richmond, Virginia.

Desired Settlement: I would appreciate a full refund of $490.20 for the airfare ticket I purchased.

Business Response:

**** *** ******
 
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.
 
Upon review of all of the named perils that are listed in the consumers insuring agreement, unfortunately, the cancellation of a court case was not included amongst the reasons for Trip Cancelation coverage.

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

3/18/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a flight 12/28/2014 through **************** to visit my girlfriend who had recently moved. I purchased the travel insurance through Allianz because the advertisement on the website says"Get reimbursed up to 100% if you have to cancel or interrupt your trip for reasons like illness, injury, layoff, and more." It also says "It's wise to always consider a travel protection plan to cover your trip costs from the unexpected." I wanted to protect my flight because I had to purchase it before getting PTO approved from work and because of the advertisement, decided that since I can get reimbursed I can buy the ticket and worst case scenario, I'll get refunded for my flight if my pto is not approved. My PTO was approved the first week of January, however, I found out on 1/11/2015 that she was cheating on me, so I cancelled my flight the next day. After cancelling my flight, I called the insurance and spoke to **** who explained to me that my situation does qualify for a reimbursement. I asked why because the advertisement from them clearly says that it's to protect yourself from unexpected events and this was clearly an unexpected event which falls under the "and more" category listed above. Then I asked him to describe unexpected events that qualify. He explained to me that it covers things such as natural disasters (tornadoes, earthquakes, etc.) and terrorist attacks. Otherwise if it's due to illness or death you have to provide doctors notes or death certificates. I explained to him that if that's the case then it should clearly state that in the advertising rather than make it sound like you can get refunded for any reason you need to cancel. After speaking with his supervisor, ****, I was allowed to file a claim, which was declined on 2/4/2015. I later found that you get 10 days after purchasing the service to cancel for any reason and get 100% reimbursement. I cancelled after only 15 days, 11 business days.

Desired Settlement: My flight that the insurance was supposed to protect cost $144.20. I'm looking for Allianz Global Assistance to honor their advertising and refund me the cost of my flight ticket. ****, the supervisor, told me that my insurance plan covers up to $350, so my request is within my purchased policy, which I paid $20.13 for.

Business Response:

Dear Ms. *******:
 
Thank you for forwarding this matter to my attention.
 
Our insurance programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage.
 
The insuring agreement included a named perils certificate that provided a list of all covered reasons. While we understand the circumstances that caused the consumers loss, unfortunately a change in relationship status was not included among those reasons.
 
At this time, my review indicates that the proper decision was made and I regret that we are unable to provide the insured with a more favorable response. 
 
Sincerely,


 ******* ******
Claims Escalation Analyst
9950 Mayland Drive
Richmond, Virginia 23233
www.allianzassistance.com

3/18/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Unresolved claim filed 12/27/14 provided required documents 1/16/15 no resolution should take only 10 businesses days. claim#********** Claim#********** filed 12/27/15 submitted all requests 1/16/15 it should of only taken 10 days to get my refund is almost 2 months now and no resolution I have called several times all they tell me is its still under review. Emailed the company 3 days ago no email yet and states it only takes 48 hours for a response.

Desired Settlement: I would like my refund to the concert as I purchased the insurance and supplied them with my proof.

Business Response:

Dear Ms. *******:
 
Thank you for forwarding this matter to my attention.
 
Our records indicate that we have not received the actual event tickets as requested which is why the claim still isn’t finalized.
 
The consumer needs to mail in the event tickets that were sent to her.
 
Sincerely,
 
******* ******
Claims Escalation Analyst

9950 Mayland Drive
Richmond, Virginia 23233
www.allianzassistance.com

3/16/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We cancelled my husband trip which was to depart on November 20, 2014 because he had vertigo. I phoned Allianz and informed them he was unable to travel and cancelled his trip. I filled all forms and was denied refund for this travel insurance. My info is :Name: ********* ********Policy No.: ***************.

Desired Settlement: Ticket refund.

Business Response: Dear Mrs. *** ******:


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. Specifically included within that coverage is the following:

A doctor must examine you or a traveling companion and advise you or a traveling companion to cancel or interrupt your trip before you cancel or interrupt it. If that isn’t possible, a doctor must examine you within 72 hours of your cancellation or interruption.


Our records indicate Mr. *** ****** did not see a doctor prior to cancellation of the trip or within 72 hours of doing so.

At this time I regret that we are unable to provide you with a more favorable response.


Sincerely,

***** ******
Quality Analyst
Claims Quality Assurance
9950 Mayland Drive
Richmond, VA 23233
www.allianzassistance.com

Business Response:

Dear Ms. *******:
 
Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the consumer.
 
We have ruled on the side of the consumer and overturned the denial of the claim.
 
For any payment updates, the consumer may contact the Claim Department at ************.
 
Sincerely,
 
******* ******
Claims Escalation Analyst

9950 Mayland Drive
Richmond, Virginia 23233
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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ***************************.

Regards,

********* ** ******



3/16/2015 Problems with Product/Service | Complaint Details Unavailable
3/10/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I had purchased an airline ticket and had simultaneously purchased Travel Insurance from Allianz Global Assistance USA on December 18, 2014. Soon after purchasing my ticket and insurance plan, I fell ill. I went to see a doctor who advised me not to travel. The insurance company is denying my claim on the grounds that my medical condition was pre-existing. But that is categorically false. I developed my illness AFTER I had purchased my airline ticket and the insurance policy. Upon receiving the denial for my claim, I contacted Allianz via email on February 17 2015 to try to resolve the situation. I got an email confirming that Allianz had received my email and that they would get back to me within 48 hours. They did not uphold that commitment. So, I contacted Allianz via email AGAIN on February 21 2015. Again, I got an acknowledgement from them that they had received my email and I will be getting a response within 48 hours. Once again, they failed to keep their promise. I finally called their customer service line on February 23 2015; and was given a feeble excuse for their lack of response and their broken promises. Further, they claim that the policy wasn't in effect when my illness occurred; even though the first signs and symptoms of my illness manifested themselves AFTER I had purchased my airline ticket and travel insurance policy.

Desired Settlement: A fair resolution to this matter would be if Allianz were to approve my claim and process the payment that is owed to me.

Business Response:

Dear Ms. *******:

Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the consumer.
 
Our insurance, like any other insurance had terms, conditions and exclusions that impact coverage. Specifically excluded from coverage was any loss arising directly or indirectly from an existing medical condition. These were defined as:
 
An illness or injury that you, a traveling companion or family
member were seeking or receiving treatment for or had symptoms of on
the day you purchased your plan, or at any time in the 120 days before
you purchased it.
You, a traveling companion or family member are considered to have
an existing medical condition if you, a traveling companion or
family member:
· saw or were advised to see a doctor
· had symptoms that would cause a prudent person to see a doctor
· were taking prescribed medication for the condition or the
symptoms, unless the condition or symptoms are effectively
controlled by the prescription, and the prescription hasn’t changed.
 
The medical documentation on file indicated that the cause of loss was due to an excluded condition. As the insuring agreement excluded coverage for these conditions, I regret that we are unable to overturn the denial of the claim.
 
 
Sincerely,
 
******* ******
Claims Escalation Analyst

9950 Mayland Drive
Richmond, Virginia 23233
www.allianzassistance.com

Consumer Response: Better Business Bureau:

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

I find Aliianz's explanation for denying my claim weak at best, and a farce at worst.

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

I intend to pursue my case to WHATEVER LENGTHS THAT I NEED TO in order to get a fair and reasonable result and outcome. If that means that I have to file a case with the ****, ******** *******, ********* *************, and/or the court of law, then I am fully prepared to do that.

Regards,

***** *********




3/10/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: refund the amount for $190.96

Business Response:

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

9950 Mayland Drive
Richmond, Virginia 23233
www.allianzassistance.com

Consumer Response: Better Business Bureau:

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

Once again, Allianz Assistance is diverting the attention to something that is not relevant for the case.

I never claimed that i spoke with an agent from ** over the phone to purchase my ticket so please stop saying that i was with an agent over the phone to purchase my tickets.

In fact, I was trying to purchase the tickets online and there were NO Tickets issued because ** could not issue any tickets within 24 hours of window, so, ergo Allianz Insurance should have NEVER issued any policy since no tickets were issued.

I just don't understand which part Allianz as an Insurance Comapny do not understand and let me break it down for you, Allianz Assistance, NO TICKETS ISSUED THEN NO POLICY SHOULD BE ISSUED!!!

Allianz Assistance, STOP WASTING MY TIME AND REFUND ME MY MONEY THAT SHOULDN'T HAVE BEEN TAKEN IN FIRST PLACE !!!

Regards,

******* **********




3/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased insurance protection for an airline ticket, do to medical reason (also a letter from the doctor, which costed me $50 to have forms filled out). The statement that pops up to purchase the insurance states, " trip can be cancelled at anytime if you purchase insurance for your flight". This is not true, I've tried to file a claim with the company, provided proper documentation for reimbursement of the ticket and was denied the refund. They sent after the fact their, when I requested a refund for the ticket. Their guidelines was sent later in "fine" print about what is covered. When I submitted my request it was denied because it stated, "pre-existing conditions." that should be spelled out prior to accepting the insurance. I did click on term prior to purchase and it read as if you could cancel for a simple cold, but the documentation send after the fact stated, "you need documentation from a hospital or doctor." VERY MISLEADING AND IT LEAVES CONSUMERS like me, out of money and no ways of recouping your monies.

Desired Settlement: They be held accountable for their misleading information, spell out in black and white right beside the box if you want to purchase the insurance. It should be stated on the web page when you have the option for the insurance and not attached in fine print when you need to file a claim. The sadness of it all is "thinking you are protected but, find out later fom some paragraph "hidden" on page XXX, paragraph XX!

Consumer Response: Better Business Bureau:

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

After reading the reply, I have to beg the differ with the gentleman.  He stated, the formation was sent out prior to purchasing the ticket, that's so untrue, you cannot get the information reference the ticket.  The customer service representative mentioned it to me when I was trying to get info on submitting my claim.  Also, what person doesn't have a pre-existence condition, that should be referenced in the option block when they have the option for insurance.  A company that descriminates for pre-existence conditions is unethical. Thank God for ACA! We should all be offered and treated without stipulation and be 100% non pre-existence any type of conditions including family members and matters.
Why would they offer coverage but exclude  vs include!

Thank you for your assistance.

* *********  
Their policies should be written like other policies that accept claims without stipulations!






Business Response:

Dear Ms. *******:

Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the consumer.
 
Our insurance, like any other insurance, had terms, conditions and exclusions that impact coverage. These terms were readily available for review online prior to the purchase and also emailed to the consumer. We show no error in that submission.
 
Specifically excluded from coverage was any loss arising directly or indirectly from an existing medical condition. These were defined as:
 
An illness or injury that you, a traveling companion or family
member were seeking or receiving treatment for or had symptoms of on
the day you purchased your plan, or at any time in the 120 days before
you purchased it.
You, a traveling companion or family member are considered to have
an existing medical condition if you, a traveling companion or
family member:
· saw or were advised to see a doctor
· had symptoms that would cause a prudent person to see a doctor
· were taking prescribed medication for the condition or the
symptoms, unless the condition or symptoms are effectively
controlled by the prescription, and the prescription hasn’t changed.
 
The claim documentation on file indicated that the cause of loss was due to an excluded condition. As the insuring agreement excluded coverage for these conditions, I regret that we are unable to overturn the denial of the claim.
 
 
Sincerely,
 
******* ******
Claims Escalation Analyst

9950 Mayland Drive
Richmond, Virginia 23233
www.allianzassistance.com

3/5/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I inquired about their product then told them to remove all my contact information confidential information from their system on 2-20-14. Now on 2-13-15 they emailed me again. This representative and company is harassing me and ignored my requests. This is a violation of the Can Spam Act

Desired Settlement: I want them to stop contacting me directly, indirectly or by third party. I would like a letter of apology and confirmation they have removed all my confidential contact information from their records and will not contact me again. I also want my complaint put into ***** ********'s personnel file

Business Response: Dear Mr. ********:


Thank you for forwarding this matter to my attention.

Our records show we last contacted you in July 2014 via e-mail. You were on this list because you opted to receive e-mails from 3rd party vendors. We have added you to our "Do Not Solicit" file per this complaint.

I apologize for any frustration we may have caused you.


Sincerely,

***** ******
Quality Analyst
Claims Quality Assurance
9950 Mayland Drive
Richmond, VA 23233
www.allianzassistance.com

Consumer Response: Better Business Bureau:

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

They were notified not to contact me again.  Additionally, I am on the list of do not contact and do not call by anyone including third party. As far as last contact I don't as I send Allianz and email dated 2-24-14 to remove all my
contact information from their system 

See below copy of email:

********* ***** (Allianz
Global Assistance)

CC

me

Feb 20, 2014

remove my all contact
info and confidential info from you system
 

I am no longer
interested in your product


Regards,

**** ********

P.S. I do not want them to contact me, directly, indirectly or by third party in an fashion. 

3/2/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a travel insurance policy from Allianz Global on February 5th, 2015 that went into effect on 2/6/15. I went on there website an clicked on the "Classic Plan" option to purchase the insurance policy. On this web page the policy describes the product details and under product details it says there is the benefit of change of fee coverage for up to $250. When i clicked on this product option the description says "provides reimbursement for fees to change the date of your airline ticket." At this point in time, I made a phone call to the customer service department of Allianz in order to confirm this benefit. The representative on the phone assured me that if I was charged a fee for changing my airline ticket that I would be reimbursed for that fee. At this point in time, I purchased the policy. I then changed my airline ticket and was charged a fee of $100. per ticket. I submitted a claim in order to be reimbursed for this fee and to my dismay my claim was denied because I did not change the ticket for a reason that was stated in the policy. I was unaware that there needed to be a specific reason to change the ticket because when purchasing the policy on the website under the products section there was no disclaimer that stated there had to be specific reason. Again, under the products section, when clicking on the change of fee benefit, it said nothing of there being a reason to have to change the ticket. It merely stated "provides reimbursement for fees to change the date of your airline ticket", period. If this is what the product and benefit stated then Allianz needs to come through on there end of the deal. The supervisor I spoke with claims that under the General Exclusions section that the change of fee reasons are listed, but they are not. Allianz is advertising falsely and misleading there consumers when they put statements like the change of fee reimbursement underneath there product benefits. I was mislead into buying the policy and they should stand by what they advertise and reimburse me for the change of fee charge I incurred on my airline ticket.

Desired Settlement: I want Allianz to follow through on there benefits and reimburse me for my change fee charge on my airline tickets for $100/ticket.

Business Response:

Dear Ms. *******:
 
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 for review online 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.
 
Upon review of all of the named perils that are listed in the consumers insuring agreement, unfortunately, needing to change the flight time was not included amongst the reasons for Change Fee coverage.

I regret that we are unable to provide the consumer with a more favorable response. 
 
Sincerely,
 
******* ******
Claims Escalation Analyst
9950 Mayland Drive
Richmond, Virginia 23233
www.allianzassistance.com

Consumer Response: Better Business Bureau:

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

I am not satisfied with this response because the company didn't even address the issue at hand which that they falsely advertised there product on there website. They entice as well mislead there consumers into buying a product that they do not provide. They do not state that there needs to be a specific reason for the change of flight fee on the website as you are purchasing the product but instead put it in fine print after purchase in there policy information. I didn't feel the need to read the policy since the products were already described on there website and I thought I knew what I was purchasing since I assumed they were an honest insurance company. Unfortunately, I guess I was wrong, and thus am still not satisfied with this company's reply.





Regards,

***** ******




2/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 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 * ***** ****** ***** 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. *******,

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 ************.

Thank you,

******* ******
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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ***************************.

Regards,

******** *****



2/26/2015 Problems with Product/Service
2/24/2015 Problems with Product/Service | Complaint Details Unavailable
2/18/2015 Delivery Issues | Complaint Details Unavailable
2/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased this insurance through ******* for my mother ***** ***** for a rental ca out of the Atlanta airport through *****. I paid for the insurance and car through my ******** for my elderly mother since she doesn't own a credit card. ***** denied her rental because she had no credit cards, and ******* would not change the reservation. The car was never used or picked up so the insurance was never used or needed .

Desired Settlement: Refund to my ******** Card. ****** * ******** coverage of *******. *** *** ****

Business Response: Dear Ms. ********,


We do offer a 10 day satisfaction guarantee. Our Customer Service Department would be able to help you with this matter. I am not showing you have contacted them. Please do so by calling *************


Sincerely,

***** ******
Quality Analyst
Claims Quality Assurance
9950 Mayland Drive
Richmond, VA 23233
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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ***************************.

 

This company has reimbursed me, thank you so much for your help. ****** ********


Regards,

****** ********



2/13/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We purchased travel insurance with a flight for *** **** "Travel Insurance Request (ref:**************)" flights Jan 19-31. Allianz Global Assistance Claim Number ************** The insurance implied that if travel was cancelled for medical reasons, we were insured "Health Injury, illness or medical condition You or a traveling companion is seriously ill or injured." We thought we were insured. Flight was cancelled due to virus/flu, but I did not go to a doctor to get a medical examination- I was home ill.

Desired Settlement: It would be nice if Allianz paid my claim of $300. Barring that they should refund the $32 I paid.

Business Response: Dear Ms. *************:


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

Our insurance, like any other insurance had terms, conditions and exclusions that impact coverage. Specifically included in those terms were the
following:

A doctor must examine you or a traveling companion and advise you or a traveling companion to cancel or interrupt your trip before you cancel or interrupt it. If that isn’t possible, a doctor must examine you within 72 hours of your cancellation or interruption.

These terms were readily available in the booking path prior to purchase and also emailed to you. We show no error in that submission. The policy also included a 10 day satisfaction guarantee period which enables you to look over the policy and decide if it will meet your needs. If not, a request can be made for the full refund of the premium within that 10 day period.

At this time I regret that we are unable to provide you with a more favorable response.


Sincerely,

***** ******
Quality Analyst
Claims Quality Assurance
www.allianzassistance.com

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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,

***** ************* *************


Their advertisement is misleading.  It should say up front if you have to cancel for medical reasons you must have a doctor's note.  The omission is mis-leading.

2/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I contacted this company on January 30 prior to picking p my rental because I wanted to cancel my rental due to not receiving a policy number. They informed me that the payment had been declined when in actuality, I was charged 27.00. I have sent over proof and they did provide me with a policy number but they have yet to provide me with a refund.

Desired Settlement: I want my 27.00 refunded to my card.

Business Response: Dear Mr. ******:


Thank you for bringing this matter to my attention. I apologize for any frustration we may have caused you.

In looking at your policy I do not see where we've received any documentation from you regarding the charge to your card. Please fax or e-mail a copy of the charge to us. Please ensure you include your policy number on any documentation you send. The policy number begins with an H and was referenced in your complaint.

Fax: ************
E-Mail: ***********************************

We look forward to hearing from you.


Sincerely,

***** ******
Quality Analyst
Claims Quality Assurance
9950 Mayland Drive
Richmond, VA 23233
www.allianzassistance.com

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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.]
They have teceievrd my information but are dragging their feet on my refund.
Regards,

**** ******




2/10/2015 Problems with Product/Service | Complaint Details Unavailable
2/10/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On December 4, 2014 I booked a room in *****, FL under ***********. I was not absolutely sure if I was going to be able to keep the reservation due to my work schedule so I purchased the additional reservation insurance to protect my purchase in case I needed to cancel. I purchased the extra reservation insurance through Allianz Global Assistance. I did end up being asked to come into work the weekend of my reservation and so I did file a claim with Allianz to request a refund for the Hotel Reservation since I wouldn't be able to make it. Upon submitting the claim I also included a signed letter from my Department Director verifying that I was working that weekend. This was the necessary back-up that was required for the claim submittal. Allianz then mailed me a letter that said my claim was not approved and that "having to work" was not a valid reason to give me a refund! I am in shock. I have to cancel my Valentine's Day weekend trip that I have paid $*** for(including the trip insurance). I have to work because I need the money, and now Allianz wants to keep my $*** BECAUSE I have to work. It will cost me more in a lost reservation than what I am going to earn at the office that weekend. On top of that, the hotel will be glad to keep my unused reservation money and then book the rooms anyway. Making DOUBLE for the night, while I'm out almost $***. My reason for cancelling is 100% valid and I can't believe that Allianz would turn down my claim even after I provided back-up. They are taking advantage of people by "offering protection" but with no intention of providing the "protection." Please help, I cannot afford to lose all of this money on an un-used reservation.

Desired Settlement: I would like my refund of the original reservation amount including taxes and fees of $******.Our family is NOT rich and we cannot afford to pay for vacations we do not use. Allianz should NOT take advantage of families like this.

Business Response: Dear Ms. ********:


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. These terms were readily available in the booking path prior to purchase and also emailed to you. We show no error in that submission. The policy also included a 10 day satisfaction guarantee period which enables you to look over the policy and decide if it will meet your needs. If not, a request can be made for the full refund of the premium within that 10 day period.

Upon review of all of the named perils that are listed in your insuring agreement, unfortunately, being required to work is not included.

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


Sincerely,

***** ******
Quality Analyst
Claims Quality Assurance
9950 Mayland Drive
Richmond, VA 23233
www.allianzassistance.com

Consumer Response: Better Business Bureau:

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

Having to work IS an emergency situation. I DID NOT have to work when I made the reservation. It was an UNFORSEEN event which is what the insurance states that it will cover. We are a military family and do not have the luxury or the money to risking it on vacations that we may need to cancel.  Allianz is taking advantage of Military Families who have gone above and beyond to take care of the people working for their company. All we ask is for a simple refund. I am shocked by this response. 
Regards,

**** ********




2/5/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased travel insurance thru Allianz Global (via Hotline) for a flight from *** ***** to *******. I have found it necessary to cancel the reservation due to the impending death of our traveling companion's daughter. When I purchased the insurance I only "checked the box." According to Allianz I received an email outlining the details of the policy. I do not remember receiving such a document. My initial reaction was "Am I that clueless or have others had this problem?" Lo and behold, I "googled" customer dissatisfaction with Allianz found 1 or 2 positive responses followed by hundreds of negative ones. If the guidelines are indeed so stringent they need to be stated at the time of booking-- not in an email supposedly sent after the fact!

Desired Settlement: I wish to be refunded the cost of the airline tickets for our flights which were through ******** ********.

Business Response: Dear Ms. *****,


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. These terms were readily available in the booking path prior to purchase and also emailed to you upon purchase. We show no error in that submission. The policy also included a 10 day satisfaction guarantee period which enables you to look over the policy and decide if it will meet your needs. If not, a request can be made for the full refund of the premium.

With that being said, coverage does extend to family members of your traveling companion. We would require a copy of your companion's trip invoice to verify you were traveling together as you are the only person listed on the policy with us. If the illness or death falls within the scope of your coverage we would reimburse you for the cost of your airline ticket. I apologize for any confusion our agent may have caused you and encourage you to file a claim so our Claims Department can review your file.

You may file your claim online at www.allianztravelinsurance.com or call us at ************ to obtain a claim form.


Siincerely,

***** ******
Quality Analyst
Claims Quality Assurance
9950 Mayland Drive
Richmond, VA 23233
www.allianzassistance.com




2/5/2015 Problems with Product/Service | Complaint Details Unavailable
2/4/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased plane tickets to *** and insurance on the tickets through Allianz. I became pregnant with our second child in May of 2014, and I was seeing my OB-GYN (Dr. ******* ********) starting in July for regular monthly pregnancy visits. When I saw him for my October visit, 10-16-14 I was experiencing "2+ edema in the pretibial region." He advised me at that time not to traveling as the swelling would put me at a higher risk for blood clots. So we did not take the trip to *** ****.My husband sent paperwork to Allianz to get a refund for our trip. Allianz said they needed to determine if my edema was a pre-exisiting condition, so needed paperwork from the Doctor's office. Dr. ******** filled out the Physician's Statement Form and sent it in. On 11-6-14, Allianz requested additional clarification. Dr. ********'s office also comp**ted this form, but since I am pregnant and having been seeing Dr. ******** since July the questions were very confusing...yes I was seeing the Doctor for Pregnancy in July, but no I did not have swelling of my hands and feet prior to the purchase of the ticket. According to Allianz, the forms were filled out incorrectly and they denied my claim. ****** and ******* from Dr. ********'s office have both called on this and filled out additional forms trying to clarify yes, I was pregnant in July but the swelling did not occur until my 10-16-14 visit but we were never ab** to get our money returned and they kept putting us through the appeals process.I personally cal**d on 1-8-15. I talked with ******** at Allianz and she said they were waiting on medical records from the Dr's office, I had in hand the Dr's fax dated 12-18-14, but I resent forms and followed up on 1-15-15. I again spoke with ******** and she said they had received additional paperwork and it was in the appeals process. I spoke with ****** and then his superior ***** today to learn our appealed claim has been denied even though paperwork was resent with medical records from 10-16-14.

Desired Settlement: I now have to send in all medical records from March 25, 2014 through July 22, 2014. I was not pregnant in March and never saw Dr. ******** until 7-21-2014. I am going to have the office send in additional paperwork today. This has been a cumbersome and ridiculous jump through the hoops process, with horrible customer service and trick questions to confuse consumers and doctors.I want a full refund of our plane tickets and an additional $500 for lost time on phone calls and emails to alliaz

Business Response: Dear Ms. ****,


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

The initial denial of your claim was due to information received by your physician. As you know, the policy you purchased does not cover "existing medical conditions". The exclusionary period for such conditions was March 25, 2014 through July 22, 2014. Your physician specifically advised you were experiencing symptoms during that period which resulted in the denial of your claim. On December 18, 2014 your physician sent us a new form with new information. That form was in different handwriting than the first form. Due to the discrepancy we asked for medical records to clear up any confusion. We received those records today, January 28, 2015. I have forwarded your claim to the Claims Department and have recommended they issue payment on your behalf. An update to the status of your claim should be available online within 48 hours or you may contact the Claims Department directly at ************.


Sincerely,

***** ******
Quality Analyst
Claims Quality Assurance
9950 Mayland Drive
Richmond, VA 23233
www.allianzassistance.com

2/4/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: 1865. is the amount of insurance I purchased and that is what I expect back.

Business Response: Dear Ms. ******,


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

I am showing your claim was paid on 1/20/2015. For any updates, you may contact the Claim Department at ************.


Sincerely,

***** ******
Quality Analyst
Claims Quality Assurance
9950 Mayland Drive
Richmond, VA 23233
www.allianzassistance.com




2/4/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 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 ********** Dear Sir or Madam, In regards to the above referenced claim **********, 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 ****** train to ******* ** (scheduled departure time 9:45AM at ******** *******, 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 ****** train, thus cancelled the 9:45AM ****** 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 ******* and ******* around 9AM to explain the emergency situation, and asked CSR to cancel the existing hotel reservation due to above emergency. ****, of the heating company at 2** ******* *** ******* ** *****, 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. **** 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 ****, you may also contact him at ***** ********. 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. · ****, 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, -******** *****

Desired Settlement: A full refund of $866.43 for the hotel reservation.

Business Response: Dear Ms. *****:


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,

***** ****** ******* *******
Claims Quality Assurance
**** ******* *****
Richmond, VA 23233
www.allianzassistance.com


Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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,

******** *****




2/3/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought insurance due to booking a flight home after serving overseas for a year. Army did not approve date and u was charged a fee & wasn't paid Travel insurance did not cover my fee from having to change my flight from ******* to******* when going home after serving with the army overseas for a year. I bought insurance for this reason and was not reimbursed for this fee which is why I bought it. I am a 20 year old serviceman who just wanted to go home to see my family after a year serving our country.

Desired Settlement: My fee for changing tickets. $200

Business Response: Dear Mr. ******,


Thank you for forwarding this matter to my attention. I 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.

In particular, the coverage provides reimbursement if you are serving in the U.S. Armed Forces and are reassigned or have your personal leave revoked. The documents we have in file show your reassignment from 2013; however, this was not the cause of your loss. Please provide proof that your leave was revoked.

For any further questions, you can contact the Claim Department at ************.


Sincerely,

***** ******
Quality Analyst
Claims Quality Assurance
9950 Mayland Drive
Richmond, VA 23233
www.allianzassistance.com






Business Response: Dear Mr. ******,


I have forwarded your claim to our Claims Department for finalization. An update to the status of your claim should be available online within 48 hours. You may also contact the Claims Department directly at ************.


Sincerely,

***** ******
Quality Analyst
Claims Quality Assurance
9950 Mayland Drive
Richmond, VA 23233
www.allianzassistance.com

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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,

******** ******




1/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: a full refund of $20.97 from Allianz Global Assistance

Business Response: Dear Ms. ****,


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

As your insuring agreement indicated, this is a named perils travel insurance program, which means it covers only the specific situations, events and losses included in this document, and only under the conditions we describe. Unfortunately, the venue cancelling the event is not covered by the policy. You may want to reach out to the venue again regarding refunds they were offering.

At this time I regret that we are unable to provide you with a more favorable response.


Sincerely,

***** ******
******* *******
Claims Quality Assurance
**** ******* *****
Richmond, VA 23233
www.allianzassistance.com


Business Response: Dear Ms. ****,


Unfortunately, the policy only offers a 10 day satisfaction guarantee. Once purchased, if within 10 days you determine the policy does not fit your needs, you can request a full refund for the premium. In addition to this, once a claim is filed a refund for the premium is not available.

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


Sincerely,

***** ******
******* *******
Claims Quality Assurance
**** ******* *****
Richmond, VA 23233
www.allianzassistance.com

Consumer Response: Better Business Bureau:

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

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

Regards,

***** ****




1/28/2015 Problems with Product/Service | Complaint Details Unavailable
1/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: My insurance travel, cover changes for departure. they have all needed to make the claim.

Business Response: Dear Mr. *******,


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


Thank you,

***** ****** ******* *******
Claims Quality Assurance
9950 Mayland Drive
Richmond, VA 23233
www.allianzassistance.com

Consumer Response:

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

1/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a travelers insurance policy for a back country hunting trip to cover myself and my family and our gear from any unforeseen incident. Our horses freaked out on the trip and I was bucked off and injured and all of our gear was thrown off and a few pieces of gear/equipment was damaged (a hunting bow, arrows and our backpacking mattresses). My injures were covered, but they are refusing to cover gear that was damaged (around $850 - $950 of damages to gear). Their reasoning differs depending on who I have talked to; one person said that damage to gear/luggage is only covered if our trip was not guided by ourselves (this is not indicated in the contract), and the second person said that it is only covered if I was able to file a police report within 24 hours of the incident (which was impossible because we were 20 miles from civilization with no cell reception or access to medical help or even roads for that matter!). It seems to me that this company is doing everything they can to avoid paying the claim, and are finding every possible excuse and loophole to avoid paying the claim (which is curiously inconsistent anyway, depending on who I'm talking to). They had no problem taking my money when I paid for the insurance but aren't interested in being reasonable (due to our back country circumstances) to make good on their side of the claim, saying "... it's our policy". If they are able to pay a medical claim, then I should be eligible for any luggage claim from the same trip as well. This to me, is evidence of the nonsensical and manipulative nature of this company and their unwillingness to make good on their contracts. I am well connected to social media and other online outlets (I have two online businesses) and am fully prepared to use social media and other outlets to communicate the dishonest nature of this company to everyone I know (and most likely everyone they know), if fair resolution is not reached.

Desired Settlement: I would like them to honor the luggage claims for me and my wife's gear - approximately $850-$950 in total.

Business Response: Dear Mr. *******,


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

I'm not showing that you filed a Baggage claim. ***** does have an open Baggage claim that was closed per her request on 1/12/2015. I do show there was a call under your policy on 9/16/2014 where a baggage loss was discussed; however, I do not know the details of that call. In any event, I apologize if you were discouraged from filing a claim to determine whether or not coverage can be extended under your benefits.

The policy does state you must file a report giving a description of the property and its value with the appropriate local authorities, common carrier, hotel or tour operator within 24 hours of the loss. This is to ensure we are able to verify your loss. Given the circumstances of your loss we understand this may not have been possible. You may still file a Baggage claim and *****'s claim is able to be re-opened. Please provide us with a breakdown of the items you are claiming (we have this under *****'s online submission already) along with the cost for each item, receipts if you have them and repair estimates showing the cost to repair your items or a statement of non-repair. We can also accept photographs of the damaged items in this case.

You may file your Baggage claim online at www.allianztravelinsurance.com. *****'s claim number is **************. You may e-mail documents for both claims to ******************************* or fax them to ************.

Should you have further questions please contact our Claims Department directly at 800-334-7525.


Sincerely,

***** ******
******* *******
Claims Quality Assurance
9950 Mayland Drive
Richmond, VA 23233
www.allianzassistance.com

Consumer Response: Better Business Bureau:

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

I believe ****** response is misleading and inaccurate on two counts.  First, she isn't actually promising any real resolution of the claim by payment, just that we can keep/re-open a claim. I am well aware of my right to keep a claim open.  So let me be clear.  My issue is that my wife and I were each told, on two separate occasions, that because of our circumstances, our claim wouldn't be approved for payment-- This is what discouraged me from opening a claim and why my wife conceded to closing hers. There isn't much sense in opening a claim (in my case) or keeping one open and pursuing it (in my wife's case), if it would never (admittedly by Allianz agents) be approved for payout.  My issue has NEVER been about my right to keep a claim open or my right to file one... it has always been about their manipulative policies in approving our claim.  

So if ***** would like to discuss THAT, then I would consider closing my complaint with the BBB. To be clear, I am seeking for fair payment of my claim with Allianz... NOT their permission to open/re-open a claim.

Secondly, ***** stated, in her BBB response, that my wife's claim "...was closed per her request...".  This is simply not true and is yet another example of manipulation of details. My wife certainly conceded to the claim being closed, but not in the way that ***** is making sound.  She was directly told by the agent that her claim would not be paid. Here is a paraphrased conversation per my wife:

My Wife: "...So there is no sense in filing a claim, even though there was no way that we could file a police report and we can't get one now?"

Agent: "Right... So you might as well just close it.  Would you like me to do that for you?"

----------






Regards,

***** *******




1/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased the trip insurance together with my trip and am asking why it is not canceled together with my trip? Policy ID: ************** I have canceled the trip with *** **** shortly after purchase and am dismayed at the fact the trip insurance is not automatically canceled when a trip is canceled. I have spoken to your agent on the phone and they refused to cancel a policy to a trip that has been canceled. I purchased the trip insurance together with my trip and am asking why it is not canceled together with my trip? Policy ID: ************** I already have another trip booked with another policy from Allianz and therefore request a credit to my credit card and not a credit for future travel.

Desired Settlement: Requesting a full refund for policy number: ************** The trip has been canceled and therefore I do not need the insurance.

Business Response: Dear ***** ***********:


Thank you for directing this matter to my attention. We apologize for any inconvenience you may have experienced.

Regarding the policy number you've provided:

Our records show you paid $101.32 in premium on 12/2/2013. I see you cancelled the policy on 12/14/2013 and a credit was issued to your credit card for $101.32 (one credit for $48.82 and one credit for $52.50).

If you have further questions you may contact our Customer Service Department at ************.


Sincerely,

***** ******
******* *******
Claims Quality Assurance
9950 Mayland Drive
Richmond, VA 23233
www.allianzassistance.com

1/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am an ordained member of my Church, I live in the rectory in NY. I was traveling from FL to NY. I purchased travel insurance because my dad passed in FL and we buried him in NY. I thought I would have to change the date in case of any change in the funeral arrangements. Then when I arrived in NY the head Priestess that I am caretaker of passed away. I am closer to her than family. She is the one who I took care of in the Church for 15 years. They could do nothing with the body unless I signed or gave consent. She is closer than family. I had to change my plane ticket because of my responsibility with the Church and the Priestess. They could not touch the body unless I was there, I had to make all the arrangements. All the other Ministers helped but I was the one who told them everything because I know her life and everything about her. She is more than just family, I took care of her every need and every responsibility that is needed. I did have a bad cold at the time but I did not go to the doctor to document it. I purchased the insurance in case I had to change the plane ticket. This was one of the things that they said they would do, give the money back if you change your plane ticket. This company would not give my money back. They had every excuse in the book not to give my money back. I am an ordained member of the Church, I do not make much money at all. They should have respected all the proof I gave them of the both deaths and gave me my money back and they did not. I am very, very upset with this company that they took my money so fast and misrepresented what they would do for me.

Desired Settlement: For them to give me my money back as their policy said. They owe me $245.78.

Business Response: Dear *** ******
 
Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may  have caused the consumer and offer our condolences on the passing of his loved ones.
  
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 what the consumer has described 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 with a more favorable response. 
 
Sincerely,
 
******* ****** ****** ********** ******* **** ******* ***** ********* ******** ***** *************************

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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,

******* ******



I have been waiting for my money back from this company that was not honest and then I receive a letter from BBB that the complaint is complete.  How could this complaint be complete if I did not get justice from this company that took my money and claimed that I would get my money back if I change my flight.  Well I only didn’t just changed my flight  I had 2 major deaths one after the other and this horrible company gave me hell while I was at my lowest of sadness.  They told me when I purchased this insurance that all I had to do is change my flight and I will get my money back and  I had a most major things happen to my family and this insurance company made me go over the events so many times and just when I thought I was going to get my money they just did not answer and they still will not answer with a reason why they will not give my money back.  Then BBB I feel took this companies side and not mine.  This is not right at all at my lowest time.  There is no compassion in this world anymore. I see it’s all about fooling people into giving money and then no matter what happens to them at my lowest point in my life I get screwed.  I am very sad with the outcome of this complaint, on top of my very sad deaths I had. I do wish you come to your senses and do the right thing and return my money.


1/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The terms to excercise the event insurance described by the representative are ridiculous and in a difficult situation not an option. Misleading I purchased tickets to a concert back in September. I cannot attend the concert which is tomorrow so I called Allianz to exercise the insurance I purchased. The representative asked why I could not go to the event and I explained that it was a family situation, an illness. He then proceeded to say that I had to provide evidence from a doctor that the family member is ill. That is something I cannot provide today, and don't know that I can provide at all. This is an invasi�³n of privacy for the person who is ill. The concert is tomorrow. Bottom line... if the conditions to exercise this insurance would have been explained in detail when it is offered on line, I would have most likely not purchased it. It puts a person who is going through a difficult situation in a stressful position which is the last thing I need at this time. Hence, the insurance sales tactic is misleading, and should not be allowed.

Desired Settlement: I would like to get the money for the tickets I paid, and a refund of this ridiculous and misleading insurance. This should not be allowed. Why would a person buy insurance for an event if they are going to require all of these things. I would not cancel going to an event just for the sake of it. Something had to come up that would prohibit me from attending. The stipulations for exercising the insurance should be clear and concise which they are not.

Business Response: Dear Ms. *******


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

Our insurance programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage. Within those terms we require that you provide any requested proof of loss. These terms were readily available in the booking path prior to purchase and also emailed to you on 9/6/2014. The policy also included a 10 day satisfaction guarantee period which enables you to look over the policy and decide if it will meet your needs. If not, a request can be made for the full refund of the premium within those 10 days.

At this time, I regret that we are unable to provide you with a more favorable response.


Sincerely,

***** ****** ******* *******
Claims Quality Assurance
9950 Mayland Drive
Richmond, VA 23233
www.allianzassistance.com




Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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,

***** ******




1/15/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My husband was diagnosed with Pancreatic cancer and scheduled for a whipple surgery which was suppose to CURE his condition. He had this surgery on 05/31/2014. When it appeared he was going to have a full recovery I bought airline tickets on 06/22/2014 for travel in Nov and I bought traveler's insurance at that time. On his follow up we were told he had to have Chemo and radiation and he was to begin treatment in Aug. The treatments left him very sick and with low white blood counts. After his first two rounds he was advised not to travel because he could get sick. I was still planning on going but his last round left him too sick and too weak for him to take care of himself. I submitted a claim and a physician's statement and now we are being denied the claim because cancer is a "preexisting" condition. The cancer was not making him sick the chemo was and I do not have a pre-existing condition. When I call to find out more information I am being told that I bought the wrong policy. I will be copying the******** ****** ******** and all of the Cancer foundations on their unfair sales practices. I was told I had to read their 400 page document and then get back to them with the policy I needed. I do not recall seeing anything about the correct policy I should have bought on their website.

Desired Settlement: I would like them to either honor the claim or refund the travel policy. This policy of the airlines and their associates (Orbitz, Allianz) goes against all people who have/or have had cancer in the past. It might also go against Americans with Disablitiies Act.

Business Response: Dear **** ******


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. These terms were readily available in the booking path prior to purchase and also emailed to you. The policy also included a 10 day satisfaction guarantee period which enables you to look over the policy and decide if it will meet your needs. If not, a request can be made for a full refund of the premium within those 10 days.

The insuring agreement excluded coverage for any loss resulting directly or indirectly from an existing medical condition. These are defined as:
 
An illness or injury that you, a traveling companion or family member were seeking or receiving treatment for or had symptoms of on the day you purchased your plan,
or at any time in the 120 days before you purchased it.

According to the medical documentation on file, the condition that caused your loss is excluded from coverage as the condition was symptomatic during the 120
day exclusionary period. Although chemotherapy began after the purchase of the policy, the illness causing the need for chemotherapy is considered "existing."

At this time, my review indicates that we are unable to provide coverage for your loss. I regret that we are unable to provide you with a more favorable response.
 

Sincerely,

***** ****** ******* ******* ****** ******* ********* **** ******* ***** ********* ** *****

Consumer Response: Better Business Bureau:

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

The language is buried deep in the policy which is 42 pages long.  I feel the insurance company and the airline industry have created ways to keep people with chronic illnesses from traveling without possibility of deep forfeiture.  It is extremely bias that someone with cancer cannot travel until they are at a stage of "no sign of cancer".  Do you realize that someone who has gone through cancer treatment has to visit their doctor every 90 days in the first year.  Allianz's policy says that if you see a doctor for this condition within 120 days prior to buying their policy they are exempt from having to pay the claim if they than have a recurrence of the cancer and have to be treated.  This does not allow the traveler and company to take advantage of discounted airfare.  Short of someone dying or getting sick while in travel status will they pay the claim. 


Regards,

******** *****



1/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In October 2013, my family and I planned a family vacation to **** ****** ***** ** ******** ******* in February 2014. As a long-term member of AAA, we elected to use their travel services to book our reservations. After purchasing the vacation package, we also chose to purchase the travel insurance, offered by Allianz as a third party. This insurance was purchased for $160 for the dates of February 13-18, 2014. We were scheduled to fly to ******* from our hometown of ********** ********* on February 13, 2014. Unfortunately, we experienced the heaviest one-day snowfall in ********* since 1993 on that day. This led to cancellation of our initial flight from ********* to *******. Additionally, due to the weather, all of the flights from ******* to ******* were cancelled as well. We have been told that one flight was able to be made from ********* to ******* on the day of our departure, but for obvious reasons there were no available seats. Even if we had been able to make it to *******, there were no available subsequent flights to ******* until Saturday February 15, 2014. Our return flight was booked for Tuesday February 18, 2014 meaning that a four-day ****** trip would have been cut to two days even in the best case scenario. ****** worked with us immediately once the weather situation became clear, and we were able to juggle our schedules and rebook for a trip in March. When we contacted our AAA travel agent and explained the situation, he took it upon himself to shift the insurance coverage with Allianz to the new March dates. After reviewing our Allianz policy and discussing over the next couple of days, we came to the conclusion that we could make a claim due to the weather delay to cover the increased expenses associated with the re-booking of our trip (particularly the cost of airline tickets which had to be repurchased at a higher rate). Our travel agent was in agreement with this, but unfortunately because he had shifted the coverage dates from February to March, we were unable to file the claim. Our travel agent called Allianz and explained the situation and was told to request that the dates be moved back to the original February dates so that a claim could be filed. He followed this with an email requesting that the original trip dates of February 13-18, 2014 be re-instated. This request was accompanied by ample documentation of the flight cancellations from Delta Airlines as well as receipts from US Airways and SunTrust Rewards for the re-purchase of tickets for our March trip. On February 28th, our travel agent received a response from Allianz noting that dates could not be changed on a policy, but that we could still file the claim and just make special note of the circumstances. We did so and the claim was filed. Because we filed a claim on this travel insurance policy, we knew that the policy was now considered “spent” and in order to have true coverage for our upcoming March trip, we actually purchased a second policy in good faith for $114 on March 3, 2014. Quoting from the policy: A maximum benefit of up to the amount indicated in Your Letter of Confirmation is provided to cover certain expenses as listed below which result from the cancellation or interruption of Your Trip due to: 4. Strikes, natural disasters, bad weather or FAA mandated shutdown resulting in the complete cessation of services by the airline, the tour operator or the cruise line for at least 24 consecutive hours. Additionally, the policy’s Travel Delay Coverage (excerpted from the policy below) implies application in this situation: TRAVEL DELAY COVERAGE* Coverage under the plan will pay on a one-time basis up to the maximum amount listed in Your Letter of Confirmation for: a) reasonable, additional accommodation and traveling expenses and b) the unused part of Your prepaid expenses missed (less any Refunds You receive) due to a departure delay of 6 or more hours. Expenses must be incurred by You. Payments for the above expenses will not exceed $200 per day per person. Covered reasons for Travel Delay are: 1. Carrier caused delay (including bad weather); 2. Lost or stolen passports, money, or travel documents; 3. Quarantine; 4. Hijacking; 5. Unannounced strikes; 6. Natural disaster; 7. Civil disorder or unrest; or 8. Severe storms that cause a route closing validated by the National Weather Service records and local Department of Transportation records. Benefits are payable under either Travel Delay or Missed Connection for any one incident resulting in a delay. This was a complete cessation of services and at the very least a “travel delay” per Allianz definition. Whatever flight actually departed from ********* on February 13th was not one for which we were eligible. On March 24th, 2014, we received a letter from Allianz denying our claim. The initial reason given was that the coverage was not provided if the stated trip departure and return dates did not reflect our intended departure and return dates. This made no sense based on what our travel agent and subsequently an Allianz representative explained to me as I completed the claim forms – that despite changing our coverage dates to reflect the new trip, we could state clearly within our claim the full situation. I called Allianz and spoke with Denise at extension 41089 for clarification. After several calls back and forth, Denise reported that even if I could get the date issue resolved, we didn’t really qualify for reimbursement because at least ONE flight left ********* bound for ******* on February 13th. Despite our provision of ample documentation, Allianz denied our claim for the difference we incurred in cost of re-booking airline tickets: a total of $1435 for five passengers. The final reason given to us was that there wasn’t a TOTAL shut down of the airlines for 24 hours. Apparently, because one flight left ********* bound for ******* (also extremely affected by the snow and ice) on February 13, 2014, this absolved Allianz from paying our claim. We were not eligible, per the airline, for seats on that flight because the passengers who were affected by the previous day’s cancelled flights understandably had priority. Additionally, as stated above, even if we had been able to get to ******* on February 13th, there were no flights from ******* to ******* until February 15th. Allianz’s misrepresentation of their Trip Interruption Protection is egregious. Per the policy, we were insured for up to $1500 per person (a total of $7500). Our claim was for $1435 for all five of us. All we wanted was re-imbursement for the difference in the cost of the airline tickets from the original purchase in October 2013 to February 2014. For Allianz to maintain that because a plane left ********* on February 13th (one for which no seats were available to us) that our claim is not valid just proves to us that this travel insurance plan is a scam. To write a policy with such broad and subjectively interpreted exclusions should be criminal.

Desired Settlement: Obviously, we'd like our claim to be paid as we think we've interpreted the policy correctly and Allianz is wiggling out of responsibility on semantics.

Business Response: Dear **** ********


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

Generally, if the policy dates are moved to a new trip you are unable to also file a claim against the policy. Because you later purchased a new policy for the new trip dates we will be considering coverage for your claim. I apologize this was not done sooner. An examiner should reach out to you today. Otherwise, you may contact the Claims Department at *************


Sincerely,

***** ****** ******* ******* ****** ******* ********* **** ******* ***** ********* ******** ***** *************************




Consumer Response: Please be advised that my previous response to complaint # ******** rejecting the solution offered by the business needs to be changed to "Accepted as resolution." I responded on January 11, 2015 rejecting the offer simply because after several days, no one from Allianz had contacted us as the response had indicated. However, on January 12th, we received 4 checks addressed to 4 of our 5 family members from Allianz (business in question). Yesterday, we received the 5th check along with an explanation for the payment. We will consider this issue resolved and greatly appreciate the BBB's involvement and help. 
Sincerely,
*** *******

1/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was billed for ticket insurance after purchasing tickets on line through a ************ 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 *** ******


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 ***** *********

Sincerely,

***** ****** ******* ******* ****** ******* ********* **** ******* ***** ********* ******** ***** *************************

1/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased travel insurance for a trip from January 1st to January 10th to Washington, D.C. from ******* airways. They suggested Allianz for my travel insurance needs so I purchased the insurance for an additional price. I came to find out that I was no longer able to travel to D.C. and contacted them to have my flights cancelled and my money reimbursed. I provided documentation of the flight being paid in full (as they ask) as well as additional documentation and waited to hear back from them and have my money reimbursed. I had not heard a thing from them, so decided to check online to see the status of my claim. It was denied without so much as contacting me about the denial. I then called them and asked them what documentation I would need to provide and was told it honestly didn't matter because they would not allow me to use my travel insurance as needed. I asked them what the point of travel insurance was, if I purchased it knowing that I may possibly need to cancel my flights. They were unable to help me and continued to run me in a circle and deny me the information I needed in order to make my claim acceptable. Rather than give me any option, I was out of money. They didn't care to help me with my claim. I am very upset and told them this was an unforeseen event, which is why I purchased travel insurance to begin with. The woman I spoke to on the phone didn't seem to care or want to offer any alternative to help me provide documentation. Furthermore, I was told if I wanted to try to get the claim resolved I would have to open up a new case, rather than helping me resolve it while on the phone.

Desired Settlement: I would like to be reimbursed the USD $428.40 I am entitled to as part of purchasing my Travel Insurance. The information that is provided on the website is falsified and is in the company's best interest, not the consumers.

Business Response: Dear *** ******,

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. These terms were readily available in the booking path prior to purchase and also emailed to you upon purchase on 10/31/2014. 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 a full refund of the premium. 

Upon review of all of the named perils that are listed in the insuring agreement, unfortunately, cancellations due to a change in your scheduled court appearance are not covered by the policy.

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


Sincerely,

***** ******
Quality Analyst
Claims Quality Assurance
**** ******* *****
********* ******** *****
*************************





1/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On September 23rd, 2014 I purchased a hotel stay for December 18th, 2014 thru December 21st, 2014. This stay was with my travel companion who was going to be on leave from a deployment with the****. I knew the possibility of changes to the dates; therefore, I bought insurance coverage through Allianz. To get my refund, I was required to provide documentation of why I had to cancel. I provided my documentation which included official order changes from the **** and the dates it changed to. Allianz has not refunded my money and refuses to do anything to help with the situation. I have contacted them and reached no one willing to process my refund appropriately. The company has scammed me from my money and I need assistance in getting them to follow the guidelines of my contract.

Desired Settlement: To receive my refund of $340.67 covered by the insurance coverage I purchased for a hotel stay.

Business Response: Dear *** *******:


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

Our insurance records indicate you sent in documentation to the Appeal Department for review and we have determined the loss is covered by the policy. At this time, the claim has been resolved.

Sincerely,

***** ******
Quality Analyst
Claims Quality Assurance
**** ******* *****
********* ******** *****
*************************

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID********, 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: ****************************

Regards,

***** *******



1/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: To Whom it May Concern, I purchased travel insurance from Allianz Global on August 14, 2014. I filed a claim on August 28, 2014. I can provide reference number and claim numbers if necessary. I planned a trip to go to ***** **** with a friend during the first week of Sept 2014. We bought our ******** ******** plane tickets separately but purchased seats on the same flights. I purchased travel insurance from Allianz Global on August 14, 2014. My friend did not purchase any travel insurance. Unfortunately, my friend had a medical situation and needed to go to the hospital on August 19th. She sent me an email, dated August 20, 2014, stating that she had been in the hospital the day before. A few days later, her Dr. advised her not to travel. On August 26th, ** ****** ******** wrote my friend a letter, addressed to ******** ********, stating that she was advised not to travel in order to undergo further medical evaluation. As a result, my friend and I cancelled our trip. I filed a claim with Allianz on Aug 28th and on Aug 29, I changed my ******** ******** flight and was charged $304 to change the ticket. In order to be considered for the claim, I submitted all the documentation requested by Allianz, including my original******** ******** e-ticket confirmation, the ******** ******** e-ticket reflecting charge for changing the ticket, the Dr's note, on letterhead, from my friend, the email from my friend, dated Aug 20th, when she told me that she had been in the hospital all day, etc. In response, Allianz Global said that I had to have ** ****** ******** fill out the Allainz Global Form in order for them to consider my claim. I asked my friend if her Dr could fill out the form. But her Dr said that she would not fill out a form detailing medical history on behalf of someone who was not her patient. Since my friend did not purchase travel insurance, she was able to get ******** ******** to reimburse her. However, I thought that I would be covered from having to pay the change in airfare because I had purchased travel insurance from Allianz. It is now Dec 18, and Allianz has refused to review my claim because I haven't submitted a completed version of their form (as if their form is the only way to verify a medical condition). Even though I have submitted all other required documentation, including a letter from the Dr. I am incredibly disappointed. I don't know how many hours I've already spent filling out the online forms for Allianz in order to file a claim, uploading documents for Allianz, calling Allianz to ask questions. And they won't even consider my claim because I could not get someone else's Dr to fill in their required form. I tried to talk to them by phone to explain the complicated nature of requesting someone else's Dr to fill in a medical form for my benefit. But they will not budge. I will no longer be purchasing travel insurance from them. The amount of time and energy I spent trying to get reimbursed for a legitimate medical emergency has cost me so much time and energy without any results. I am also going to notify all my friends and family that it's a big scam. Allianz Global takes your insurance money but makes it incredibly difficult to get reimbursed for a real issue. I would love to know the numbers: How many travel insurance claims does Allianz receive in a year? And how many travel insurance claims have resulted in reimbursement?

Desired Settlement: I would like to be refunded by check for $304. The amount of money ******** ******** charged me to change my ticket.

Business Response: Dear *** **********:


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. 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. In lieu of that, we will accept the hospital admissions/discharge summary outlining the same. Your traveling companion can provide this form to her doctor or provide you with a copy of the hospital admissions/discharge summary . Without those documents, we are unable to process the claim.

Sincerely,

***** ******
Quality Analyst
Claims Quality Assurance
**** ******* *****
********* ******** *****




12/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I traveled to California for a family visit. I took out insurance on my trip. During my stay, my grandson became hospitalized. My son in law was deployed with the Navy for 8 months and so it was important for me to stay and assist my daughter and family during his hospitalization. I checked with Allianz, explained the situation and asked if my insurance would cover the cost ofrescheduling my return trip home. The attentent at Allianz was very sympathetic and went out of his way to express his concern for my family and my delay. He said, "Yes, your insurance policy will pay for your delay."As a result of his affirmative answer, I spent the time collecting the needed information to fill out a claim form and submit it to Allianz. A few weeks later I received a letter from Allianz informing me that my claim for payment had been rejected because the reason for my grandson's hospitalization did not qualify for insurance payment.I called Allianz and explained that I would not have filed a claim if I had been told my request for filing a claim was not valid. I explained the situation again and the supervisor I was talking with said she would have to go back into the phone records to check on what the original representative had told me. She said it would take a month or so to locate the records. It has now been over two months since that conversation and promise to bring this claim to a conclusion.I am very disappointed at the service provided for this insurance policy. The original agent that replied to my phone inquiry was very professional. The representative that handled my follow up request for information on why the request had been rejected was less than professional.The point is this: If I had not been given the OK to file a claim, I would not have done so. It takes a lot of time to gather all of your records and information to file a claim, to copy it, send it; and then be told: "Oh, you can't file a claim for this." Less than professional!

Desired Settlement: The desired settlement is payment from Allianz for the promised cost of rescheduling my flight back home.

Business Response: Dear **** ********


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

I have listened to the phone call and during that phone call *** ******* advised that he wanted to know if there was coverage for hospitalization of a family member. Our agent informed *** ******* that you can claim for and seek reimbursement for the illness of a family member. A guarantee of coverage was not made.

Our insurance, like any other insurance, has terms, conditions and exclusions that impact coverage. Specifically excluded from coverage is any loss that results directly or indirectly from the following general exclusion: a mental or nervous health disorder (like anxiety, depression, neurosis, psychosis and others), or any related physical complications (physical complication means any physical symptom).

We have provided feedback to the claims department regarding your complaint about the service you received. You may contact them directly at ************ if you have additional questions or concerns.

At this time I regret that we are unable to provide you with a more favorable response.
 

Sincerely,

***** ****** ******* ******* ****** ******* ********* **** ************ **** ******* ***** ********* ******** ***** *************************




Consumer Response:

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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,

***** *******



I would like a transcript of the phone call I had with the original representative who told me that my insurance covered my staying longer in San Diego. 

Yes, the transcript is the sticking point.  They claim that there was no mention of my grandson's condition in the original conversation regarding being cover by the insurance policy.  I believe there was and the transcript of the phone conversation is the only way to prove that.  Now whether they will provide that or not is the issue. 
 
So, yes, that is the only request now.

12/22/2014 Problems with Product/Service
12/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 9/23/2014 I purchased tickets to an *** game online. Immediately I received an email from Allianz offering ticket protection. I lost the tickets. Allianz refused to reimburse me because on page 4 of their agreement item 17 lists lost or stolen tickets as an exclusion. On a PC this item appears on the next page in the same column as the covered items. The exclusions are not highlighted on the covering email. Although Allianz is technically correct I refusing to pay, this constitutes a deceptive, non-transparent business practice.

Desired Settlement: Allianz refund, BBB post complaint, Allianz revise the covering email and the brochure to highlight that there are exclusions, list and highlight some of the common ones such as lost or stolen tickets.

Business Response: Dear *** *****


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. These terms were readily available in the booking path prior to purchase and also emailed to you. 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. 

Unfortunately, the cause of loss was listed as a general program exclusion thus we are unable to honor your claim.

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


Sincerely,

***** ****** ******* ******* ****** ******* ********* **** ******* ***** ***************** ***** *************************


 



Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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,
***** ****


I am not satisfied with the resolution.  I asked the company to rewrite their policy to clarify it as well as reimburse me.  They did neither.

12/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My husband and I booked a trip to ****** and purchased insurance as we had just found out we were pregnant and thought this would be a good idea just in case there were any issues that came up that would cause us to cancel our trip. Not long after that purchase, I flew to ********** on a work trip. During my flight there and back, I experienced severe nausea and vomiting. It was miserable and I had not had any of this throughout the pregnancy at all. I visited my doctor when I returned and he told me that due to this I should not be flying by any means as my body was not responding to the high altitude well. First issue, we spoke with the airline and due to us purchasing insurance, we had to file a complaint which would in turn take 10 business days to get a response. I have flown over 100 times and not once purchased flight insurance and have had instances where we needed to change or cancel a flight. This was never as complicated as it was when dealing with this company. Second, our file was denied because my situation was classified as a "regular" pregnancy. Clearly it was not regular. I called the company and in doing so, spoke with a supervisor and explained my entire story. She told me that what my doctor wrote was not enough to get a reimbursement so I had to go back to my doctor to add more information. After I resubmitted AGAIN, it was denied because it was still classified as "regular." Now we are over a month past when this trip was supposed to happen and we are still dealing with the chaos. My husband called again and they said that they need MORE information in order to get reimbursed. Ok...this is absolutely ridiculous. Not only is all of this such a pain to handle for myself and my doctor, we are STILL dealing with this. We bought the tickets, we purchased insurance for this reason and experienced issues that we were advised NOT to fly for and we can't get reimbursed? The customer service at this company is appalling and has made it so that I will not ever recommend insurance to anyone let alone this company and I plan on never flying with their business partner Hawaiian. When there is another human life that is on the line, it shouldn't matter if there is a doctors note or not. If someone feels that it is unsafe to fly when they are pregnant, that should not be something that is questioned. I am so disappointed with how this has all gone down and do intend to get our flight reimbursed. This company needs to figure out what is more worth it, refunding a flight that a husband and wife would have taken if something had not come up that is a LEGITIMATE reason to cancel for, or keep the money they are so deceitfully trying to keep. Not okay.

Desired Settlement: Our trip costed $814. We should be reimbursed for more after all the hoops we had to jump through but at this point, we want our money back.

Business Response: Dear *** ******:


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

Our insurance, like any other insurance, has terms, conditions and exclusions that impact coverage. Specifically excluded from coverage is any loss arising directly or indirectly from: Normal Pregnancy (unless as specifically covered), fertility treatments, Childbirth or elective abortion, other than unforeseen complications of pregnancy, of You, a Traveling Companion or a Family Member.

The medical documentation on file indicates that the pregnancy in question did not involve any complications. At this time we are requesting additional medical records from your physician.


Sincerely,

***** ******
Quality Analyst
Claims Quality Assurance
**** ******* *****
*********
******** *****
*************************





Consumer Response: Better Business Bureau:

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

Clearly there were issues OUTSIDE of a normal pregnancy leading us to cancel and needing a doctors note, which we got. Then due to not enough information, we got more and stated on the sheet the nurse said CANNOT FLY. This still was not enough information. Now I had to go back a 3rd time now over a span of about 2 months...so inconvenient and if this doesn't work we are going to have to take legal action. The hospital has now posted information on this insurance company on their discussion board as a notification to never use and we will never speak highly of it again as this has been such a headache over something so simple. If this was a normal pregnancy, we would have been on that flight and enjoyed our trip but we could not. I have been treated poorly by every individual that i've spoken with at the company and my husband has as well. All appropriate documents have been submitted multiple times and its clear based on reviews on BBB as well as **** that i'm not the first victim of these very sly practices. A customer couldn't fly due to complications in a pregnancy that were caused due to high altitude. Instead of providing exceptional customer service and hearing out the situation and understanding what was going on, it has been drug on and avoided i'm assuming in hopes of me forgetting about it and the company gets to keep the money that they do NOT deserve. I expect a refund.

Regards,

****** ******




12/9/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Today I received the "final" correspondence from Alliance essentially stating that they will not pay for a wig stolen from our travel bag in an airport --- in August. I will attempt to stay with the pertinent facts. We live in a retirement community that scheduled an Alaska cruise through the L******** ***. Thirty five of us went and we bought Allianz Travel Insurance because that is the type that was offered. Seven or eight of the group, including my wife and myself, requested wheelchair assistance in the airports. Let it be said that *** ****** provided less than satisfactory wheelchair service in that they would push group members to some spot and leave them while they went back to get others. On the last leg of our return trip, my wife and I were left for a long period and were the last to get to baggage claim. Our charter bus was waiting with all passengers on board and all luggage loaded when we got there. We noticed that a zipper compartment was open and empty. My wife remembered that she had put a ship's "closeout sale" dress in the compartment because we already had our suitcases closed to place in the hall after dinner. We attempted unsuccessfully to file a claim at the *** ****** window (which was really a United Airline window with a very small "*** ******" marking on it. Since the item was inexpensive and the bus could not wait much longer, we gave up and boarded. When we emptied the suitcases the next day (August 28), my wife noticed that her wig was missing. Then she remembered that she also placed her wig in the zipper compartment to save the effort of opening the suitcase. The wig was a $265 item. I immediately called ***** *********, the *** Travel Agent, and she said that she would report it. She notified me by email that she had reported it and Allianz said something about "she probably left it in the cabin on the ship." After a few days with no information, I emailed ***** again and found that she was out of town with a family emergency. (MORE - ASK)

Desired Settlement: Sorry, the "Complaint Description" cut me off - understandably. In any case with further available information, it can be seen that I did what was required.I want payment for the replacement wig.

Business Response: Dear *** ******
 
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,
 
******* ****** ****** ********** ******* **** ******* ***** ********* ******** ***** *************************

Consumer Response: The Allianz Claim # is: **********-***;  the policy # is: ***********; 

Business Response: Dear *** *****


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

Our insurance, like any other insurance, has terms, conditions and exclusions that impact coverage. 

Specifically included in those terms were the following: You file a report giving a description of the property and its value
with the appropriate local authorities, common carrier, hotel or tour operator within 24 hours of the loss.

According to the claim documentation, this requirement was not met.

At this time I regret that we are unable to provide you with a more favorable response.


***** ****** ******* ******* ****** ******* ********* **** ************ **** ******* ***** ********* ******** ***** *************************





 


Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID********, 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,

******* ****



I contacted my travel agent within the 24 hours and she contacted Allianz within the same 24 hours.  If Allianz did not request a claim form at that time, it is not my fault.  I expect the payment of $265.

If Allianz will not settle the matter with BBB, my next step is the Virginia State Insurance Adjuster.

Consumer Response:

Sirs:

 

Since I have not heard from you, I assume that Allianz did not contact you.  Yesterday I received a check from them for full payment of my stolen item.  I appreciate all your help and have not changed my feeling for Allianz.

 

Sincerely,

 

******* ****

12/1/2014 Problems with Product/Service | Complaint Details Unavailable
12/1/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On August 31st, my girlfriend and I were driving to ** to attend a ****** ** ****** show. It started raining and flash floods were occuring throughout ***. The highway we were on was closed off at a certain point and we were stuck in traffic because the ****/**** closed it down for safety reasons. We were in traffic for over 3 hours, and we made it to the last 20 minutes of the show. We bought the insurance just in case something happened. I included excerpts from the newspaper and *** severe weather alerts stating the bad weather occurred. This was our anniversary and this weather really killed our plans.

Desired Settlement: I would like for Allianz to accept my claim and reimburse me for the amount of money I spent on ****** ** ******. Thank you

Business Response: Dear *** *******:
 
Thank you for forwarding this matter to my attention.
 
Our insurance programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage.
 
The insuring agreement included a named ****** certificate that provided a list of all covered reasons. While we understand the circumstances that caused the consumers loss, unfortunately arriving to the event late due to bad weather while driving was not included among those reasons.
 
At this time, my review indicates that the proper decision was made and I regret that we are unable to provide the insured with a more favorable response. 
 
Sincerely,
 
******* ******
Claims Escalation Analyst

**** ******* ***** ********* ******** ***** *************************
 

11/20/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a travel Insurance Policy from this Company. I have circumstances that are covered under this policy. This Company does absolutely everything in its Power to find loopholes harass the consumer . I want to be reimbursed what I paid for under this Contract of Insurance.

Desired Settlement: For this Company to pay what was advertised under this policy, and stop giving me the run around.

Business Response: Dear *** ******
 
Thank you for forwarding this matter to my attention.
 
Please have the consumer provide a claim or  policy number so that we may address their concerns.
 
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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ****************************

Regards,

********* ******



11/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I NEVER RECEIVED A CAR RENTAL FROM ***** CAR RENTAL, SO THEREFORE I NEVER USED THEIR POLICY. I WANT MY MONEY BACK AND I HAVE ALREADY PROVED THAT I NEVER RECEIVED THE CAR RENTAL. I HAVE IT DOCUMENTED TWICE.

Desired Settlement: I WANT EVERY DIME OF MY MONEY BACK....ASAP

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention. We apologize for any frustration the cancelation process may have caused the consumer.
 
We have located the consumer’s policy and documentation that was sent in for review.

The document is a screenshot of the consumer’s information from the rental agency but it did not state that the consumer was denied or did not rent the vehicle.
 
In order to process the request, the consumer would need to send in supporting documentation to the Customer Service department in order to have the policy canceled. This may be an email from the rental agency or a letter on ******* company letterhead.
 
If the consumer has any additional questions he may contact the Customer Service department at************************************** or via telephone at **************.
 
Sincerely,
 
******* ******
Claims Escalation Analyst
**** ******* ***** ********* ******** ***** *************************

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below, because I KNOW THAT WITH TODAYS TECHNOLOGY ALL ALLIANZ HAS TO DO IS SEND AN EMAIL TO ***** OR SIMPLY PICK UP THE PHONE TO VERIFY THAT I NEVER RECEIVED THE RENTAL CAR.   BUT THEY WANT TO INCONVENIENCE ME.

IF I GET A LETTER FROM ***** ON ******* LETTERHEAD PROVING THAT I NEVER RECEIVED A CAR, THEN I SHOULD RECEIVE AN ADDITIIONAL $10 TO RECUP FROM USING MY GAS TO GET MY REFUND...


Regards,

****** *****


11/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased ticket insurance for 3 tickets for a concert in Florida - anticipating my Dad and his new wife would be living in Florida by the date of the tickets. Currently, my father is still living in Maine. He is 84 yrs old and is the PRIMARY CARE GIVER to my grandmother who is 106 yrs old. This requires him to live with her 24/7. He is unable to leave her and come to Florida and is unable to move her because the fear she will not make the trip. My Dad's new wife is still living in South Carolina, She has not been able to move because of various maladies that she has had over the last few months. My plan was to fly down and go to the concert with them. (I live in NH) I am certainly not flying down to go to a concert by myself. I called Allianz this morning and explained the situation and was told that they would not cover any of the tickets.

Business Response: Dear *** *****:
 
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.
 
While we understand the reason for the cancelation, unfortunately, a family member not being relocated to the state of the event at the time the event was to take place was not included among those reasons.

Our records indicate that the consumer has now changed the reason for the claim due to the illness of a family member. That claim is currently in process.

For any updates, the consumer may contact the Claim Department at *************
 
Sincerely,
 
******* ****** ****** ********** ******* **** ******* ***** ********* ******** ***** *************************

Consumer Response: Better Business Bureau:

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

They have not offered any resolution.  They are simply stating why they won't pay.  In the meantime my Dad requires emergency surgery.  He is to have it this week and then requires 3-5 days stay in the hospital.  In order for them to process that they need a "doctor's note" requiring a lot of person information .. While trying to emotionally deal with emergency surgery ... having to go through this paperwork is crazy.  They can just call hospital Thursday morning and ask to be transferred to his room.  

Regards,

***** ********


11/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased********* insurance from Allianz Global prior to my trip from********* to ****** (traveling with my 3 children). Unfortunately, the airline cracked my stroller. I immediately, went to the airline desk and they said tha they do not cover liability for broken strollers. However, they can provide a courtesy letter that shows that they viewd the damage etc for my ********* insurance. I immediately called Allianz and they told me to file the claim online and send in the required documents which I did. They said that it would take 10 days to process . It is passed 10 days and I am stuck with no stroller and did not hear back from Allianz. My entire vacation with my children was ruined because I did not have a usable stroller.

Desired Settlement: Although, much of my vacation was ruined by the delay of the stroller compensation. I expect at least as the desired outcome for the compensation to purchase a new stroller as soon as possible. As i purchased********* insurance to cover me on the trip.

Business Response: Dear *** ******:
 
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 consumer sent in documentation to the Claim Department for review and the event was a covered loss. At this time, the claim has been resolved as of 10/22, the same date as the complaint.
 
Sincerely,
 
******* ******
Claims Escalation Analyst
**** ******* ***** ********* ******** ***** *************************

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Although the issue was resolved on 10/22 I filed the claim on 10/1 and was told that it takes 10 days to process. After calling multiple times, and finally filing complaint with BBB, I got through to a supervisor who processed the claim (10/22). It would be false to say that claim was brought up AND resolved on 10/22 as I have tried to solve it before with no success. Although my compensation was taken care of. It would be false to agree to "offer" that the issue was raised and resolved on 10/22. That would be a lie on the company's part.

Regards,

**** ***********




11/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I desire them to fulfill their terms of the contract and given this unique situation to pay the claim for the amount of $587.40

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the consumer.
 
Our insurance programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage. These terms were readily available in the booking path prior to purchase and also emailed to the consumer. We show no error in that submission. The policy also included a 10 day satisfaction guarantee period which enables consumers to look over the policy and decide if it will meet their needs. If not, a request can be made for the full refund of the premium.
 
The consumers insuring agreement excluded coverage for normal pregnancy unless there are unforeseen physical complications of the pregnancy itself.  The insurance did not provide coverage for risk of complications. As the pregnancy itself was normal, we were unable to provide coverage for the loss.
 
I regret that we are unable to provide the consumer with a more favorable response at this time.
 
Sincerely,
 
******* ******
Claims Escalation Analyst
**** ******* *****
********* ******** ***** *************************

Consumer Response: Better Business Bureau:

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

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

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

Regards,

******* *******




11/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased insurance for a live play for September 21, 2014 the play was canceled on today 09/18/14 this company is refusing to refund me my fee. I contacted this company to notify them that I wanted a refund for the tickets I purchased which is a total of $20.97 for three tickets. The cancellation of the play was not caused by myself and not my fault they just now are notifying ticketholders of this cancellation, therefore I should be able to recoup my money seeing it was to insure my tickets for such events as this. Instead the rep was only trying to get me to keep the insurance to apply to additional insurance in the future. I don't want it, I only want a refund. It is about principle and being an honest company. I will never use them ever again.

Desired Settlement: I want a full refund of the money I expended for this play in its entirety. That is all no exceptions. Period.

Business Response: Dear *** ******
 
Thank you for forwarding this matter to my attention. We apologize for any frustration the cancelation process may have caused the consumer.
 
We were able to locate a policy for an event matching the consumers date.
 
I have looked over the policy and according to the terms, the insurance is only refundable within 10 days of the purchase. As the consumers request was outside of the 10 day period the agent was unable to refund the insurance premium.
 
The consumer is able to reuse the event ticket protector for any event up to 770 days from the original purchase date. Hopefully she will utilize the policy.
 
Sincerely,
 
******* ****** ****** ********** *******   **** ******* ***** ********* ******** ***** *************************

11/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My elderly mother purchased concert ticket for my daughters ages 16 and 9, she purchased the insurance too. I was the form of transportation for my daughter's to the concert. The concert was August 17th, I got into a car accident Aug 16th. I had a **** ****** ****** and the front of the car crushed in and dented the radiator. I called Allainz on Sunday and explained what happened and was told that I had to provide them with proof the car was in an accident within 48 hours of the event. I did and on top of that took numerrous pictures to show the damage. The damage to car was to severe and needed a car for work purposes so I ended up leaaing a car and figured everything was ok. My claim got denied because they said not only did I have to prove the car was in an accident I now had to prove that the car was un drivable. So I called my insurance company and the person there handiling it ****** ******* at ******** ********* ***************. I explained what happened sent her the pictures, I'm paying the surcharge and the other orperator was an obvious witness to accident. She said the car was clearly unsafe and unoperatable to drive. Here's my probem, she has called the insurance company at least 3 times to where they wont't get back to her. When she gets through she sends an email to where she is told and provides the information being requested and gets a confirmation her email was received with still no response. I call inquiring about it and they constantly tell me they have never been contacted by my insurance company. ****** is an impartial party in this and has documented everything. They are refusing to respond to her and are refusing to reimburse the money. Also when she did get through the person made it very dificult saying she couldn't find complaint. My mother ****** ******** purchased it and I ****** ******** have been handling it because for obvious health reason my mother wouldnt be able to handle this stress this company is providing, she is almost 80. The claim # for my insurance claim is ****** and for Allainz is ***********. Please help in resolving this matter. Im not sure what else or who else I can contact to resolve it. Thank you ****** ********

Desired Settlement: I would like the insurance company to honor it contract and refund the money. I would also like to make know that this insurance company I find very unpofessional and not truthful at all. I'm very lucky my insurance agent is an impartial third party who keeps excellent documentation.

Business Response: Dear *** ******:
 
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 consumer sent in documentation to the Claim Department for review and the event was a covered loss. At this time, the claim has been resolved as of 10/29.
 
Sincerely,
 
******* ******
Claims Escalation Analyst
**** ******* ***** ********* ******** ***** *************************

11/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To whom it may concern. Back in February 2014 I planned a trip to **** ***** for over 1000 ticket that is round trip. I elected to purchase travel insurance due to the expensive cost and for assurance that I would be covered for unforseen circumstances. In June of this year I experienced some financial setbacks and was no longer able to reside in my place of residence and was disclocated. I reached out to Allianz which rejected my concern stating it was not applicable under the terms and conditions outlined in the agreement. I was disappointed but did not appeal and eventually was able to travel again and my concerns were water under the bridge. On October 1st my husband and myself learned from our doctor that we were pregnant and felt thrilled but scared as well. I have a history of miscarriages and my doctor was aware of this. Under my dosctors Supervision he learned that I had a trip for Italy that was set for October 8th 2014. My doctor stated it was best and needed that I hold off on travel until the second trimester was reached to be safe. My husband and I agreed and I then reached out to Allianz and informed them of this. I provided my documentation from my Board Certified Licensed Obstertrician along with tests being performed and appointments and his stating that travel internationally was not permitted until after delivery. I called frequently for an update and was originally informed my concern would be addressed within 10 business days. Upon the designated date to call in and check on status I did. Th Customer Service representative "A man with an accent was friendly" He stated that Appeals Claims were backed up and falling behind but I would receive an update no later than 10/17/14. I called today 10/16/14 and spoke with a woman who informed me my claim was denied. I am utterly disgusted and concerned with the ethical and moral values of Allianz. In addition I provided documentation from my physician with his contact info. I am UNABLE to travel due to a medical history of miscarriages and prob;ems during pregnancy and Allianz took my money insuring that I would be covered nad have not delievered. Their business practices are unethical and unrealistic.

Desired Settlement: A refund for my money paid for my flight ASAP!!!

Business Response: Dear *** ******
 
Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the consumer.
 
Our insurance programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage. These terms were readily available in the booking path prior to purchase and also emailed to the consumer. We show no error in that submission. The policy also included a 10 day satisfaction guarantee period which enables consumers to look over the policy and decide if it will meet their needs. If not, a request can be made for the full refund of the premium.
 
The consumers insuring agreement excluded coverage for normal pregnancy unless there are unforeseen physical complications of the pregnancy itself.  The insurance did not provide coverage for risk of complications. As the pregnancy itself was normal, we were unable to provide coverage for the loss.
 
I regret that we are unable to provide the consumer with a more favorable response at this time.
 
Sincerely,
 
******* ****** ****** ********** ******* **** ******* ***** ********* ******** ***** *************************

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID********, 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,
****** *****

11/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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 BBB 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 *** ******
 
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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID********, 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: ****************************
Regards,
******* *******



11/5/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased trip interruption insurance in May 2014 for our trip in July 2014. Unfortunately, our trip was cut short due to dad's medical illness requiring ICU hospitalization for 1 month. We returned early after incurring approximately $2000 in costs to change our flights. We contacted Allianz Global Assistance immediately when changing our flights, and were told everything was in accordance to our insurance and that everything should be covered. After returning home, we submitted the appropriate documents 3 times -- the first couple of times our paperwork was lost from our email to theirs. This took place during the entire month of August and beginning of September. Finally we had everything submitted. We were then told that they would need a letter from dad's physician documenting that he was in fact hospitalized and the reason for which he was hospitalized. That was received and we were told they had all the needed documentation. Our decision would be rendered within 10 business days. Those days came and went, and I called again to check the status of our claim. Again I was told they had all of the necessary documentation, and that we would receive a judgement shortly. We finally received an email from Allianz Global Assistance on September 30, now stating they need a copy of all of dad's medical records from his month long hospitalization in order to make a judgement on our claim. They already have a letter from dad's physician that he was admitted for acute renal failure requiring ICU level of care, and we were told that was sufficient. Now its not enough. For over 2 months this company has continued to play games in order to not honor the travel insurance policy that we purchased on May 18. On top of that, there have been multiple phone conversations with them that have ended with their staff either being uncooperative or outright rude to my wife and I. We are asking that the BBB address this issue with this company and help us receive the reimbursement that was guaranteed by purchasing this insurance policy.

Desired Settlement: payment of reimbursement costs for travel interruption

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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID********, 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: ****************************

Regards,

***** *******



Business Response: Dear *** ******
 
Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the consumer.
 
Our records indicate that the documentation that was received allowed us to finalize the consumers claim. The claim was finalized on October 20 and the consumer should have received reimbursement by now.
 
For any updates, the consumer may contact the Claim Department at *************  
Sincerely,
 
******* ****** ****** ********** ******* **** ******* ***** ********* ******** ***** *************************

10/23/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased tickets to an *** 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 *** ******
 
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,
 ******* ****** ****** ********** ******* **** ******* ***** ********* ******** ***** *************************

10/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When booking flight to Dallas in June 2014 for July 26th I purchased flight insurancebecause my mom was 96 years old and one never knows at that age. Not ill, just old.I sent in all that was required, letter fron the doctor flight information.They are now telling me that my claim can not be paid because my mom had a pre-existingproblem because she was put into hospice for end stage Cardiac Diaease. Not a diagnosis she had earlier. My Mom was on no meds. My Mom Passed away on Aug 17,2014

Desired Settlement: PAY MY CLAIM. I should not have to jump through more of their hoops. They did not easily have information up front regarding what they would not pay when they took my money.Old is always pre-existing

Business Response: Dear *** ******:
 
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.
 
Currently the consumers claim is pending, it has not been denied. 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. Without this document, we are unable to process the claim.
 
Sincerely,
 
******* ******
Claims Escalation Analyst
**** ******* *****
********* ******** *****
www.allianzassistance.com

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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,

***** *****

10/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased travel insurance 12-06-13 through Allianz Global Assistance for travel to ****** on July 7 2014. I was unable to travel because I had to have a total hysterectomy (precancer - complex hyperplasia with atypia) on July 11 2014. They denied my claim and refused my refund. I have more health issues with my spine (Displacement of cervical intervertebral disc, Brachial neuritis or radiculitis NOS, cervical spondylosis, degeneration of cervical intervetebral disc, and myalgia and myositis). When I called to report the new health issues they refused to refund me again because "I missed my plane".

Desired Settlement: Refund flights from travel insurance (Allianz policy number: ************** purchased on 12-06-2013)

Business Response: Dear *** ******
 
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.
 
The consumers insuring agreement excluded coverage for any loss resulting directly or indirectly from an existing medical condition.
 
According to the medical documentation on file, the condition that caused the consumer’s loss was excluded from coverage as the condition was symptomatic during the 120 day exclusionary period.
 
The consumer may send in documentation for the back injury and we will review that. The consumers claim has been updated to show that additional documentation may be forthcoming.
 
Sincerely,
 
******* ****** ****** ********** ******* **** ******* ***** ********* ******** ***** *************************

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID********, 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,

******* *******




My medical conditions were NOT pre-existing.  Please reject.  Thank you and please let me know what I need to do to help resolve this. *******

10/16/2014 Problems with Product/Service
10/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought travel insurance when I booked my trip through ***********. While on the trip I didn't feel well and went home one day early. I called ******* to cancel the one night of hotel that I would not be using. ******* transferred me to Allianz. Allianz told me that I would need to go to the doctor and provide them with proof of the visit. I objected and told them that just because I don't feel well doesn't mean I need to go to the doctor. The proceeded to send me pages of claims forms just to get simple refund for one night's hotel stay. It is ridiculous that I should have to incur time and expense of seeing a doctor just to get a refund of a hotel stay for which I bought travel insurance. To me that would be an abuse of my medical insurance and just plain frivolous.

Desired Settlement: Just give me a refund of my one night hotel stay for which I bought insurance and stop giving me the runaround!

Business Response: Dear *** ******:
 
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.
 
Upon review of the insuring agreement, the consumer was required to have a medical exam performed by a licensed physician within 72 hours of the cancelation or interruption of their trip. As this was not done, we would be unable to move forward with the consumers claim.

I regret that we are unable to provide the consumer with a more favorable response. 
 
Sincerely,
 
******* ******
Claims Escalation Analyst

**** ******* *****
********* ******** *****
www.allianzassistance.com

10/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased travel insurance like I do for all mytravel plans. Unfortunately due to medical reason, my doctor recommend I post poned my trip. I called into Allianz Global Assistance one week later to file my claim which was in May. I provided all of the proper documentation that was asked from me. I went back and forth on the phone with several reps for 4 months. All of them telling different steps I needed to take. Conclusion, after providing all my documentation with my medical excuses, my claim was denied. I think that was a bad way of handling business and I would not recommend anyone or will I ever use them for my traveling needs again. I never had to file a claim before and with this being my first experience, I will never purchase through AGA again.

Desired Settlement: The money was not the issue. It was just the principal of someone so willingly to take your payment for insurance if need to be utilize, the process was not at all easy and not fair.

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention.
 
Our insurance programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage.
 
According to the claim documentation, the consumer used a gift card to purchase the ticket and was refunded by the airline in the same manner. As a loss was not incurred, we were unable to honor the claim.
 
At this time, my review indicates that the proper decision was made and I regret that we are unable to provide the insured with a more favorable response. 
 
Sincerely,
 
******* ******
Claims Escalation Analyst
**** ******* *****
********* ******** *****
www.allianzassistance.com

10/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My 71 year old mother filed a claim for medical cost related to surgery that she was required to have during a visit back from the caribbean. Each week the forms that are required to be submitted list gets longer and longer. We file all the paperwork that is required and then they take 10 days to review the paperwork and they request another new document after every 10 day period. Each time I call I get different information from the customer service reps. We started this process in early September with no resolution. My mother only has medicare insurance and has has paid all the bills that medicare did not cover and was told by Allainz that this would be easy to file and get the non-covered amount back from them. It has turned into multiple emails, file up loads and more than 10 calls with no resolution. My mother has received an additional bill in the amount of $201.48 after we filed the claim but we chose not to upload this bill fearing that it will delay the process even more. Her Claim #**********

Desired Settlement: The medical bills claim paid so we can move on from this nightmare situation. Claim #**********

Business Response: Dear *** ******  
Thank you for forwarding this matter to my attention. I apologize for any frustration the claims process may have caused the consumer.
 
The claim has been reviewed and the consumer has now been reimbursed for the medical expenses. The consumer may want to contact the Claim Department for more information regarding the claim.
 
The consumer should allow 5 to 7 business days to receive the check in the mail.
 
 
Sincerely,
 
******* ****** ****** ********** ******* **** ******* ***** ********* ******** ***** *************************

10/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased travel insurance with Allianz Global assistance. The policy coverage states that I am entitled to a "Cancel Anytime Flight" coverage (no questions asked.) The Policy also covers an airlines change fee coverage up to $250.00. I have had to change my flight due to my trip being shorter than anticipated. I have sent a copy of the new Itinerary to the insurance for a refund of $166.00 and am getting the run around. All I am requesting is the reimbursement of my fee to change flights. There was no incident and I feel that the company is looking for an excuse not to refund me. I received a letter advising of a date of incident when all I really did was change flight dates.

Desired Settlement: I have providede the necessary information to the insurance company. I am not sure what else is needed. My policy covers change of flights. I just want the change of flight fee paid to me as the policy states.

Business Response: Dear *** ******
 
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,
  ******* ****** ****** ********** ******* **** ******* ***** ********* ******** ***** *************************

Consumer Response: The customer called the policy number is:
**************

Business Response: Dear *** ******
 
Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the consumer.
 
Our records indicate that the consumer’s claim was finalized on September 16, 2014.
 
For any updates, the consumer would need to contact the Claim Department at *************
 
Sincerely,
 
******* ****** ****** ********** ******* **** ******* ***** ********* ******** ***** *************************

10/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I booked an ****** ******* ****** ******* in July 2013 with a departure of Jun 23, 2014. In April, my brother's cancer returned and I cancelled my trip to take him to chemo and radiation treatments. I paid the following: ****** $5484.00; trip cancellation $454.72; Taxes and fees $205.24 totaling: $6343.96. I recovered 5207.16 and am requesting $1136.80. Allianz states that my brother's condition was pre-existing and I am not due a refund. It was pre-existing but he was in remission. I purchased trip cancellation is exactly for any unexpected incident that would prevent me from going on the trip. My brother was admitted to hospice care this week.

Desired Settlement: Refund check in the amount of $1136.80.

Business Response: Dear *** ******
 
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.
 
The consumers insuring agreement excluded coverage for any loss resulting directly or indirectly from an pre-existing medical condition. These were defined as:
 
1. Any injury occurring to You, a Traveling Companion or a
Family Member prior to and including the effective date of
Your insurance; and
2. Any illness occurring to You, a Traveling Companion, or a
Family Member during the 60 days prior to and including
the effective date of Your insurance for which: a) medical
diagnosis or treatment by a Physician has been sought or
advised or for which symptoms exist which would cause a
prudent person to seek diagnosis, care or treatment; or b)
require taking prescribed drugs or medicine unless the
illness remains controlled without any change in the
required prescription.
 
According to the medical documentation on file, the condition that caused the consumer’s loss was excluded from coverage as the condition was symptomatic during the 60 day exclusionary period.
 
At this time, my review indicates that we are unable to provide coverage for the consumer's loss and I regret that we are unable to provide the consumer with a more favorable response.
 
Sincerely,
 
******* ****** ****** ********** ******* **** ******* ***** ********* ******** ***** *************************

Consumer Response: Better Business Bureau:

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

The entire reason for purchasing travel insurance is for the 'unplanned event'.  Yes, my brother had cancer and was in treatment, but his condition worsened during the time I was scheduled to take my trip.  Although it matters little to Allianz Global because they received their money and don't care as long as they don't have to pay any money out.  My brother was buried yesterday and I did my part. 

Thank you for your assistance.

Regards,

****** *****




10/16/2014 Advertising/Sales Issues
10/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased insurance on a couple of event tickets back in November of 2012 for an event scheduled in October of 2013. The policy states that I may file a claim for a refund if my vehicle brakes down within 24 hours of the event. The morning of the event, as my husband and I were driving out of town and picked up speed we noticed a really loud grinding noise and began feeling some trembling. As we continued driving our vehicle suddenly stopped and the check engine light came out. We turned our vehicle back on with no problem but the light stayed on. At this point, we decided that it was too dangerous to take a trip clear down to Los Angles, California. We were coming from up north and decided to turn around and head back home. This happened that Friday morning and was leading into the weekend. We come from a small town so there aren't many places where we can take out vehicle to get checked out. Most vehicles can only be seen by appointment only and the shop is closed on the weekends. We also didn't have the finances at the time to take it in to be put through the machine so we just had a mechanic we knew take a look at it. When we finally were able to be seen by the shop the following week, we received some unexpected news about our vehicle. There were a few things that needed to be replaced including brakes, rotors, and a few other things. We spend over $800 in order to get our vehicle running again. I submitted a claim to Global Assistance Allianz immediately and they gave me the run around. I tried for several months and even included an invoice and receipt of the expenses we had to make on our vehicle in order to fix it but for some reason it wasn't enough. I made phone calls and sent emails to follow up with my claim and still nothing. I am upset at the way this company has handled our claim. I feel like my husband and I put our trust and invested in this insurance company believing that they would take care of us in case something happened and we have been let down.

Desired Settlement: We would like for Global Assistance Allianz to refund the money we paid for our event tickets which is a total of $296.30.

Business Response: Dear *** ******:
 
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.
 
At this time we do not have sufficient information on file to honor the consumers claim. I encourage the consumer to file an appeal with the Appeal Department and obtain a notarized statement from the mechanic who they indicated inspected their car when it was broke down. The statement should support the consumer’s statement of when the breakdown occurred and when it was inspected by the mechanic.  They may contact the Appeal Department at claimappeals@allianzassistance.com .
 
Sincerely,
 
******* ******
Claims Escalation Analyst
**** ******* *****
********* ******** *****
www.allianzassistance.com

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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 already provided documentation and a statement from the business who worked on my vehicle. It clearly states that my vehicle had broke down and that it needed repairs immediately. I don't know what other documentation they need. I would like to be refunded for my tickets that I purchased.  I have clearly met the requirements of the insurance's policy.

Regards,

******* ******

10/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased "Travel Insurance" from the company. The policy included coverage for travel delays. My travel was delayed due to an Air Traffic Control request that ******** ******** reduce the number of their flights flying into *** ************* *******. Because of this and the fact that AA had no other flights from ******* ** to *** in time to make my connection to ****** **** ******* I was told by ******** ******** to return the next day to travel on the same flights. I notified Allianz of this delay and requested claim forms. Upon returning from my trip I filed my claim which was immediately denied because the delay occurred within 100 miles of my home. In addition I had prepaid a hotel stay in *********** ******* and lost the cost of 1 nights lodging because I arrived 1 day late. Allianz also states that they do not cover "Prepaid Expenses". What then is the purpose of "Travel Insurance"

Desired Settlement: I am not asking for a refund of the cost of the supposed travel insurance, just the reimbursement of my claim.

Business Response: **** *** ******
 
Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the consumer.
 
The consumers claim has been reviewed. Reimbursement for the taxi expenses has been processed. As the Travel Delay benefit did not provide reimbursement for pre-paid expenses we are unable to cover the loss for the lodging. Each benefit is explained in the consumers insuring agreement.
 
For any updates, the consumer may contact the Claim Department at *************
 
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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID********, 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: ****************************

Regards,

******* *****



10/8/2014 Problems with Product/Service
10/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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 *** ******:
 
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: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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,

***** ****

9/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: RE: ********* ***** ****** **** *********** *** **** *********** *** ***** ************ ****** ******** 2/10/2014 till 8/12/2014 ********** *** ** ****** ***** ********* Allianz Travel Insurance ************** underwritten by ********* **** *** To Whom It May Concern: I purchased the above referenced insurance in Good Faith thru ****** ******** website. I had a medical emergency and had to go to the hospital. I did in fact return to Alabama early due to ongoing unsolved health issues. Upon returning I contacted Allianz and was told because I did not purchase a “round trip ticket” the policy was null at midnight of the 10th of February not the 11th when I actually arrived. They also stated that the medical, trip interruption, etc... Was not in effect. I purchased the outbound and return flight prior to purchasing Allianz for such an emergency. I had in fact purchased my ****** return ticket prior to buying the said policy because I had to have firm travel dates. I also called to verify how the policy worked if I had an emergency and was sold that everything was as I thought. I am requesting United, Allianz and Jefferson to explain how misleading information can be given to the public and where on the 50+/- page policy is it explained to the layman. Regards, ********* ***** ******

Desired Settlement: Reimburse me as promised. Do not tell people they are getting something they are not.

Business Response: Dear *** ******
 
Thank you for forwarding this matter to my attention. I apologize for any frustration the claims process may have caused.

Our insurance, like any other insurance had terms, conditions and exclusions that impact coverage.
 
According to the documentation on file, the consumer insured a one way flight; therefore, coverage was only applicable during the consumer’s departure flight as coverage was not purchased for the entirety of the trip.  
 
At this time I regret that we are unable to provide the consumer with a more favorable response.
 
 
Sincerely,
******* ****** ****** ********** ******* **** ******* ***** ********* ******** ***** *************************

Consumer Response: Better Business Bureau:

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

I had the return ticket. This is how I was able to give a return date. Their information is miss leading and I even called to verify the medical aspect of the policy. Their website only asked for travel dates.

Regards,

********* ******




9/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought travel insurance to insure against emergency situations. My Dad passed away and as a result, I had to cancel my trip due to his death. I submitted aclaim under # ********** and it was denied based on "any mental or nervous health disorder, like anxiety, depression, neurosis, psychosis and others, or any related physical complications from it. My Dad was 90 years old and had dementia. He died of natural causes. The day of my trip, I noticed that he started to have trouble breathing and he subsequently passed. The reason for my cancellation was due to my Dad's death and not due to the fact that he had dementia or a physical complication related to it. He passed away.The policy clearly states that it covers death in the immediate family, and does not qualify it in any way.This claim is valid and covered under your policy. The person in customer service was extremely unhelpful. Please abide by your end of the contract and cover my Dad's death. My trip was canceled due to my father's DEATH. I called customer service to no avail. I can'tbelieve that this company would categorize my Dad's death as something other than what it is. If you do not cover deaths of immediate family members if they have dementia, then you should clearly write that exception down and not cause additional stress togrieving families.

Desired Settlement: I would like to be compensated for my airplane fare as promised by the travel insurance due to the death of my beloved father.

9/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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 "*****"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 "*****" 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 *** ******
 
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: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID********, 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 BBB, 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,

**** *******  





9/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have booked a flight *** to *** 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: **** *** ******
 
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,
 
******* ****** ****** ********** *******

9/23/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I'm not sure where to truly file this, a there are several issues I have had with this company. To start, I was told my claim was paid. After a few months with no check, I called, and they said they sent a second check and it would be a few days. A few weeks later I called once more and they said they would send a second check since I never received one, and there was no prior record of a second check already sent. Months later, I called again, and they then told me the first check was cashed and very obviously fraudulently (there was no signature on the check, and it was at a bank without a name that is on an account associated with the name that was on the check). They told me to send them notarized letters from I and my mother (I purchased the insurance but my mother was on the check as the trip that was insured was a gift to her and my family). They assured me they would be in contact within 10 business days in regard to further steps I needed to take. After a month I called once more and was told the paperwork I sent was wrong, but nobody bothered to inform me. This process began in February and has finally reached a point where I am frustrated by the run around, especially on something that is considered fraud. I do not know where else to go regarding this issue.

Desired Settlement: I want assurance neither my mother or I will ever be affected by a fraudulent case due to their unwillingness to aide in this process, and I want the refund I was promised over six months ago and have to strenuously work to get.

Business Response: Dear *** *****:
 
Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the consumer.
 
Our records indicate that the consumer was sent documentation on 9/14 to complete and send back so that the Finance Department may begin their investigation on the check that was sent to the consumers address and cashed.
 
For any updates, the consumer would need to contact the Claim Department at *************
 
Sincerely,
 
******* ****** ****** ********** ******* **** ******* ***** ********* ******** ***** *************************

9/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On June 11, 2014 I bought a travel Insurance policy from Allianz Global Assist for my trip to **** ******* *******. On July 24, 2014, While in *******, I became ill and was diagnosed with Typhoid fever. I tried contacting Allianz to obtain medical emergency help in keeping with my policy but due to poor phone communication, I was not successful in making pre medical emergency arrangements with Allianz. Subsequently, I went and sought medical attention at a local clinic. As a direct result of my illness, my return trip from ******* on July 27, 2014 was rescheduled to August 10, 2014. During my illness in *******, I was required to pay all medical expenses in cash (out of pocket) as the medical establishment in ******* does not take Check, credit cards, or Insurance claims. To pay my medical bills and treatment cost, I withdrew cash and paid bank transactions fees totaling $1,953.75. I also incurred other financial loses for lodging and food as a result of my prolong stay in ******* resulting from my illness. I returned to the U.S. on August 11, 2014. On August 14, 2014, I filed a medical expenses claim (Claim Number **********) with Allianz for $1,953.75. I provided supporting documentation for my claim then. On August 29, 2014, Michael, from Allianz Travel claims Department, sent me a letter requesting additional medical records which outline my diagnosis. The documentation requested was provided on September 1, 2014. On September 5, 2014, I called Allianz claims, on phone number **************, to obtain status on my claim. The representative I spoke with told me they (Allianz) cannot process my claim unless I provide claim denial letter from my primary insurance. I told the representative I have no primary Insurance to submit a claim to, and I bought a policy to protect me against Medical, Travel, and personal property losses. I further told the representative I have suffered medical losses for which I filed a claim. The representative was belligerent. At this point, I am considering legal action in small claims for failure to honor a claim on a purchased policy benefit(s), but to help resolve the issue short of litigation, I am hereby seeking your help in resolving the matter amicably.

Desired Settlement: At this point, I am considering legal action in small claims for failure to honor a claim on a purchased policy benefit(s), but to help resolve the issue short of litigation, I am hereby seeking your help in resolving the matter amicably.

Business Response:

Dear *** *****:
 
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.
 
At this time we do not have sufficient information on file to honor the consumers claim.
 
Additional documentation has been requested by the Claims Management Team. For any updates, the consumer should contact the Claim Department at *************
 
Sincerely,
 
******* ****** ****** ********** ******* **** ******* ***** ********* ******** ***** *************************

9/23/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased insurance for a trip to NY on May 30,2014. ... I purchased the insurance then I started getting ACUTE lower back pains because I tripped and fell. PRIOR to that I had been going for my recovery from a HIP REPLACEMENT 5/2013. I went to ORTHEPEDIC SURGEON and he said I needed an IMMEDIATE REVISION TO THE OTHER SIDE THAT HAD BEEN DONE 15 YEARS AGO. Therefore... this was NOT PRE EXSISTING CONDITION. I had NO IDEA that this could happen. My walking was difficult... I HAD TO CANCEL MY TRIP!!!! Now they will not get my 1500.00 back... Shame on them

Desired Settlement: I want them to *** ** OVERNITE TODAY MY FUNDS>

Business Response: Dear *** ******
 
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 consumer sent in documentation to the Appeal Department for review and sent in records to indicate that the condition was a covered loss. At this time, the claim has been resolved.

Sincerely,
  ******* ****** ****** ********** ******* **** ******* ***** ********* ******** ***** *************************

9/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July 11, 2014 I purchased an airline ticket for my wife to travel to Germany. I also purchased travel insurance through Allianz Global Assistance because the ticket cost 2,010.60 dollars (Policy/Claim #: **************). On July 16, 2014 I received a message from my mother that my dad had gone into surgery for lung cancer and was having severe post surgery complications. This is the first time I had heard of anything going on with my father. I ended up canceling the trip so I could travel down to ******* and visit my father in the ICU. I contacted Allianz and downloaded the claim form from the website. When the Dr filled out the claim form she put down May for the first visit, apparently my father had an appointment in May to test for lung cancer. Again, I had no knowledge of what was going on, I did not know he was getting tested for lung cancer. I was later told my father told my mother not to tell us what was going on so we wouldn't worry and travel down to *******. Allianz denied my claim because of a pre-existing condition with my father. Their policy states that if any traveler or family has a condition within a certain amount of days purchasing the ticket they will no honor the policy. The issue is I never knew about any condition at the time. I should not be penalized because I was not informed of the situation and therefore had no knowledge of it. If I had known that my father was going into surgery I would NOT have bought a 2,000 dollar place ticket. I do not believe it is fair to deny a claim based on the fact information was not disseminated to me. I believe Allianz is intentionally doing this because the cost of the ticket. I have already appealed their decision and my appeal was denied.

Desired Settlement: I want a refund for the airline ticket, 2,010.60 dollars.

Business Response: Dear *** ******

Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the consumer.
 
Our insurance, like any other insurance had terms, conditions and exclusions that impact coverage. Specifically excluded from coverage was any loss arising directly or indirectly from an existing medical condition. These were defined as:
 
An illness or injury that you, a traveling companion or family
member were seeking or receiving treatment for or had symptoms of on
the day you purchased your plan, or at any time in the 120 days before
you purchased it.

You, a traveling companion or family member are considered to have
an existing medical condition if you, a traveling companion or
family member:
· saw or were advised to see a doctor
· had symptoms that would cause a prudent person to see a doctor
· were taking prescribed medication for the condition or the
symptoms, unless the condition or symptoms are effectively
controlled by the prescription, and the prescription hasn’t changed.
 
The medical documentation on file indicated that the cause of loss was due to an excluded condition. As the insuring agreement excluded coverage for these conditions, I regret that we are unable to provide the consumer with a more favorable response.  
 
Sincerely,
 
******* ****** ****** ********** ******* **** ******* ***** ********* ******** ***** *************************

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID********, 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.]


The insurance company is neglecting the fact that I had no idea of my fathers condition or visits, I have attached a text message my mother sent me that proves I was not aware of any condition on his part.  How can the insurance company deny my claim when I was not informed of the situation?  If I would have known that my father had lung cancer I would not have bought a 2,000 dollar airline ticket, simple as that.


Regards,

*********** ********



9/23/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased travel insurance for a trip I was taking. I was traveling to ****** **** to see my husband who was to be away for months working in ****** ****. I was to leave on Thursday April 17 2014. However on Wednesday April 16, 2014 my husband was unexpectedly laid off from work due to lack of work. So therefore I had to cancel my trip. I sent Allianz Global Assistance letters from my husband's employer stating he was laid off due to lack of work. They had told me that was all I needed to get claim paid. I keep calling and checking onlien and they tell me my claim is closedI asked why and they tell me that the claim was denied. According to policy I have there is a full refund if you or a traveling companion is terminated or laid off from a company after yoyr plane effective date. I purchased the plan on April 8, 2014., I am truely entitled to the full refund and they won't respond back

Desired Settlement: Full refund of ticket price paid $690.00

Business Response: Dear *** ******
 
Thank you for forwarding this matter to my attention. I apologize for any frustration the claims process may have caused.

Our insurance, like any other insurance had terms, conditions and exclusions that impact coverage.
 
Specifically included in those terms were the following: You or a traveling companion is terminated or laid off from a company after your plan’s effective date.

According to the claim documentation, the person who was laid off was not the insured nor a traveling companion of the insured as defined in the insuring agreement. Coverage did not apply for a family member being laid off.
 
At this time I regret that we are unable to provide the consumer with a more favorable response.
 
 
Sincerely,
******* ****** ****** ********** ******* **** ******* ***** ********* ******** ***** *************************

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID********, 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,

******** *********




9/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a flight for my son to come visit me (a minor) through United Airlines and also purchased insurance - through Allianz Global Assistance in case an event happened where he could not make the flight. The flight was for August 2, 2014 and my son was not able to make the flight due to a personal issue involving drug overdose and admission into a long term care facility. Since my son was not going to be able to make the flight I contacted Allianz Global Assistance for information on how to begin the refund process. I was given proper documentation to fill out and returned in a timely manner; however, my claim was rejected because my policy did not cover drug overdose? This is the most unethical thing I have ever heard of and I thought that paying "extra" for the insurance would protect the consumer in case of a personal situation like this would happen? Either way, I'm out $582.00 USD and I cannot even use the ticket for another flight because it was in my son's name.

Desired Settlement: I would like to have my e-ticket purchase refunded in full as that was the purpose of paying for the additional insurance to begin with. The total ticket price was $582.00 USD.

Business Response: Dear *** ******
 
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.  

Upon review of all of the named perils that are listed in the consumers insuring agreement, unfortunately, the cause of loss was listed as a general program exclusion thus we were unable to honor the consumers claim.
 
I regret that we are unable to provide the consumer with a more favorable response. 
 
Sincerely,
  ******* ****** ****** ********** ******* **** ******* ***** ********* ******** ***** *************************

Consumer Response: Better Business Bureau:

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

The terms and restrictions of the insurance were sent via e-mail "after" I purchased my ticket through United.  This is a very shady outfit and you can ****** Allianz Global and find hundreds of complaints against them.  This is not right!

Regards,

**** *******




9/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Dad was not able to travel and this insurance company was trying to find way not pay the 3000.00 woth of tikets saying he does not qulify because he had that condition before and trying to discredit the doctor saying he did not put correct information that is way they are denieng clain. This is redicules he went to the doctor on August 5 the doctor sad he cant travel on August 11 because of his problemes in his leges and this Insurance company trying to find a way to not pay out. If theBusiness Burea want help I will file a law Sute for a Million Dollars in Damages.

Desired Settlement: I would Like Allanz to pay what they suppose to on the claim $3000 that is it. He could not Travel all the documents where provided.

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the consumer.
 
Our insurance programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage. These terms were readily available in the booking path prior to purchase and also emailed to the consumer. The policy also included a 10 day satisfaction guarantee period which enables consumers to look over the policy and decide if it will meet their needs. If not, a request can be made for the full refund of the premium.
 
The consumers insuring agreement excluded coverage for any loss resulting directly or indirectly from an existing medical condition. These were defined as:
 
An illness or injury that you, a traveling companion or family
member were seeking or receiving treatment for or had symptoms of on
the day you purchased your plan, or at any time in the 120 days before
you purchased it.
You, a traveling companion or family member are considered to have
an existing medical condition if you, a traveling companion or
family member:
· saw or were advised to see a doctor
· had symptoms that would cause a prudent person to see a doctor
· were taking prescribed medication for the condition or the
symptoms, unless the condition or symptoms are effectively
controlled by the prescription, and the prescription hasn’t changed.
 
 According to the medical documentation on file, the condition that caused the consumer’s loss was excluded from coverage as the condition was symptomatic during the 120 day exclusionary period and the doctor has indicated that the insured was not medically able to travel when the insurance was purchased.
 
At this time, my review indicates that we are unable to provide coverage for the consumer's loss and I regret that we are unable to provide the consumer with a more favorable response.
 
Sincerely,
 
******* ******
Claims Escalation Analyst

**** ******* *****
********* ******** *****
www.allianzassistance.com

Consumer Response: Better Business Bureau:

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

There was no offer provided just a response this company are bunch of crooks.
They 

 Regards,

****** ***********

9/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 1/24/14 my daughter ***** ****** made a purchase for a ***** ***** for a concert (on 8/11/14 ) concert threw ****** ****** . They recommended purchasing insurance threw Allianz Global Assistance which we did. Serval months latter she received a job offer from an employer in florida we live in Michigan. ***** contacted Allanze(policy # **************) and let them know they asked for information and sent out forms which were completed and submitted. A couple weeks latter she called back and they had missed place the forms and asked that they be resubmitted which they were. the week of 8/18/14 they sent a letter that the claim was rejected because her moving was voluntary and not the result of a company transfer. The concert was 8/11/14. I contacted them and spoke with a ***** (who was extremely rude and disrespectful) And I all transfers are voluntary and she said it was because its was an internship. ****** calls it a internship but she is a full time paid employe and I told her that she said I could appeal it if I wanted to. 1 I believe this claim is legitimate and they should pay it but even if it were not and they had told us in a timely manner we could have tried to sell the tickets ************* uses this insurance and sell it from their site and I also hold them responsible for this.

Desired Settlement: A compete refund of 297.65

Business Response: Dear *** ******:
 
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 reason that was not listed as a named peril in the insuring agreement. The claim was finalized within 10 business days after the requested documentation was received which unfortunately was after the consumers event date.
 
I regret that we are unable to provide the consumer with a more favorable response. 
 
Sincerely,
 
******* ******
Claims Escalation Analyst

**** ******* *****
********* ******** *****
www.allianzassistance.com

Consumer Response: Better Business Bureau:

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

Their was no offer made

Regards,

**** ******

9/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I had to resschedule a flight with ***** ********, because of a family emergency. We PURCHASED ANOTHER FLIGHT FOR THE SAME PASSENGER, because the passenger could not be accomadated until a later date. The policy states that if the passenger cannot be accomodated, the event is covered. I was informed that it only applies to accomations in another country! Unbelieveable Clearly, if you purchase travel insurance for emergencies, you expect to be covered. Why does it matter what country? Documentation was provided. I fell duped!!!!! That a consumer purchases "travel insurance", they expect to be covered for changes in travel. Isn't that the basic idea of insurance? In light of the fact that we purchased another flight for the same person.......this .really angers me that Allianze customer support was so cavalier in their attitude in denying my claim. I don't have 448.00 dollars to throw away. This has wasted more time and emotion than I care to say! I feel that ***** ******** and Allianz offer a false sense of security in offering "travel insurance" with the insuations that trip interruptions, cancelations are covered. I feel my money was wasted, and that the "idea" of travel insurance is falsely presented.

Desired Settlement: I want a refund of 448.00. Since another flight, which cost more, was also purchased for the same passenger.

Business Response: Dear *** *****:
 
Thank you for forwarding this matter to my attention. We apologize for any frustration the consumer may have endured with the claims process.
 
In the event a family member could not accommodate the consumer, the insurance program included the following trigger of trip cancellation/interruption coverage:
 
Family or friends can’t accommodate you as planned
Family or friends outside the United States can’t accommodate you as
planned because someone in the household has died or been diagnosed
with a serious illness or injury.
 
 
As the family member who was to accommodate the consumer resides in the United States, and the change in plans was not the result of the passing or medical emergency of someone in the household, trip cancellation/interruption coverage was not triggered. 
 
At this time I regret that we are not able to provide the insured with a more favorable response.
 
Sincerely,
******* ****** ****** ********** ******* **** ******* ***** ********* ******** ***** *************************

Consumer Response: Better Business Bureau:

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

AGAIN ...THERE WAS NO OFFER.  IT IS VERY CLEAR THAT ALLIANZ GLOBAL IS 'STICKING TO THEIR SCRIP".  PLEASE SEE THE ABOVE RESPONSE WHERE IT IS STATED THAT IF THE FAMILY MEMBER CANNOT BE ACCOMADATED, TRIP INTERRUPTION IS COVERED. THAT IS THE FIRST STATEMENT......ONLY AFTER THAT STATEMENT DO THEY 'DEFINE' THE TERMS!

BASED ON THAT.......I FEEL I, AND MOST LIKELY OTHER CONSUMERS ARE TRICKED IN TO BUYING THEIR POLICIES!!!!!!

I AM NOT SATISFIED WITH THIS RESPOND AND WILL COMMUNICATE VIA WRITTEN LETTER TO *** *******


Regards,

***** *******



9/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Dear Sirs, I had to travel with my wife and 2 daughters to ******, I bought 4 tickets from ******** ******** from ***** ** **, and got a ticket from ** to ******** from ** ** with ** ** miles. After that the US government warned all American citizens not to fly to ******** and even the *** extended a ban to flight there. As a consequence we called ** ** and they kindly gave us an open credit to use in for a future flight for the segment**-********. The segment******** was bought from the ******** ******** website, and when I was going to pay they offered an Insurance policy through the Allianz company , which I paid. I filed a complaint in their website on July 23rd, they assigned the number **********, but I never got back from them, no email nor phone call. So I tried to go to the link they have in the email I got to check for complaints, which was: ***************************************************************************, but as you can double check you'll get an error: The page cannot be found. I called several times, they simply hang up in the middle of my conversation. Today I called again and before giving my claim number the lady told me there was missing documentation, how can she know before I gave her my claim number?. When I insisted and gave her my claim number she started to give excuses like the problem was with a third party ******** ********, but the reality is that they sold it to me together at the same time in the same webpage all as a bundle. They sold me it all together they have all the information, any way I gave them the tickets numbers: **************, **************, **************, ************** and all the details even the links to the prohibition to fly to the destination (******************************************************************* This is what I paid copied from the American Airline email: Passenger Ticket # Fare-USD Taxes and Carrier- Imposed Fees Ticket Total ***** ****** ************* ****** ***** ****** ****** ****** ************* ****** ***** ****** ****** ****** ************* ****** ***** ****** ***** ******* ************* ****** ***** ****** ******** ******* *************** * ****** An this is what I paid them for the Insurande (copied from their email): Information about your plan Name of your plan: Trip Protection Policy identification number: ************** Type of order: Gateway Number of people insured: 4 Who it insures: ***** ************* ************* ************ ******* Date of purchase: July 14, 2014 Plan effective date: July 15, 2014 Travel dates: July 24, 2014 - July 24, 2014 Total cost: $84.00

Desired Settlement: I want them to respect what they advertise, and to cover my tickets: $ 824.00 They say that they cover you from trip cancellations because of terrorist acts *********************************************************************************************************************** is there a bigger terrorist problem for somebody flying than bombs at the airports* ********************************************************************************************* *** *** raising a ban not to fly there? ***************************************************************************or the US Government warning not to fly there *********************************************************************************************

Business Response: Dear *** ******
 
Thank you for forwarding this matter to my attention. We apologize for any frustration the consumer may have endured.
 
Our records indicate that we have not received any supporting documentation to finalize the consumers claim.
 
The claim form indicates all avenues the consumer may take to send in the information. If the consumer is having issues uploading the documents, he may contact the Customer Service Department to assist him.
 
Sincerely,
 
******* ****** ****** ********** ******* **** ******* ***** ********* ******** ***** *************************

Consumer Response: Better Business Bureau:

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

Dear Sirs, thanks so much for your help. Actually what their offer is, seems to be the way they work. When I initially called them they told me that they were missing the documents, however the unbelievable thing is that they told me this before I gave them my policy number, so they seem to tell the same story to everyone.

On the other side their customer service people hung up on my calls, after repeating the same script. What kind of documentation do  they need? They don't say it because it is not true. The only possible documentations needed are 3 and they have them. The policy number which they have, the tickets that they have (actually they sold me the policy through the ******** ******** web, and the same policy has the ticket details), and the *** announcement and US government warnings preventing flights to ****** because of the terrorist threats, which is publicly available, and anyways I also sent them the links.

In Summary this is all of the information that they have:
1) My Claim Number:  ***********
2) Policy identification number: **************
3) The tickets and Receipt information from ******** ********: (Original********)

Passenger   Ticket # Fare-USD Taxes Ticket Total   
 
***** ******  ************* ****** ***** ******  
****** ****** ************* ****** ***** ******  
****** ****** ************* ****** ***** ******  
***** ******* ************* ****** ***** ******  
 
  ******** ******* *************** * ****** 

** *** ************* ******************************************************************
** ** ********** ****** *********************************************************************

Thanks so much!, you really do a great job by helping families get a fair treatment by Companies.

Regards,

***** ******

Business Response: Dear *** *****:
 
Thank you for forwarding this matter to my attention and obtaining the documentation needed from the consumer.
 
We have finalized the consumers claim. Payment may be expected within 5 to 7 business days at the address on file.
 
The consumer may contact the Claim Department for an update.
 
 
Sincerely,
******* ****** ****** ********** ******* **** ******* ***** ********* ******** ***** *************************

9/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On June 12, 2014 I purchased travel protection insurance (policy #**************) for United airline ticket for my son, **** ******. My son's international flight was delayed from Houston to Amsterdam. As result he missed his connecting flight in Amsterdam. When he finally arrived to destination in ****** his luggage was lost. A claim (#**********) was filed with Allianz online and by phone for baggage delay coverage and travel/trip delay. All documents such as purchase for clothing, overnight hotel stay, paperwork from airline regarding lost luggage was submitted. A total of six documents was submitted online. Several weeks has passed and the online claim status review says "claim is under review" and "some additional information is needed to process claim." I paid for the airline ticket, travel protection insurance and additional day of accommodation for family of 5. My son's travel delayed the family trip to Italy in which we had to reserve a room for additional night using 40,000 ****** Honor points while we wait for the arrival of his luggage which did not show up until over 24 hours later.

Desired Settlement: Allianz needs to honor the insurance claim and reimburse us for purchase of replacement clothing ($43), hotel stay (40,000 points = 475 Swiss Franc = $522.51), cost of insurance ($27) and inconvenience.

Business Response: Dear *** *****:
 
Thank you for forwarding this matter to my attention.
 
Our records indicate that the consumers claim has now been resolved according to the terms of his insuring agreement.
 
He may contact the Claim Department for an updated status on both claims.
 
Sincerely,
 

******* ****** ****** ********** ******* **** ******* ***** ********* ******** ***** *************************

Consumer Response: Better Business Bureau:

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

I am not satisfied with the resolution because the insurer recently requested additional information to process my claim and they still have not accepted the six documentations submitted.

Regards,

******* *** **** ******



Business Response: Dear *** *****:
 
Thank you for forwarding this matter to my attention. We apologize for any frustration the consumer may have endured with the claims process.
 
The consumer has been reimbursed for the baggage expense incurred due to the delay.

The claim form indicated that the hotel for one night was required due to the consumer’s  luggage being delayed . As luggage delay does not trigger his Travel Delay coverage, we were not able to cover the hotel expense.
 
At this time I regret that we are not able to provide the consumer with a more favorable response.
 
Sincerely,
******* ****** ****** ********** ******* **** ******* ***** ********* ******** *****
*************************

Consumer Response:
Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID********, 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: ****************************
Regards,

******* *** **** ******



9/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Allianz Global Assistance denied my claim after I provided pages of documentation. Their "insurance" is a total scam. Don't waste your time and money My policy number ********* for "Hotel Protection" My trip was cancelled. "Protect your investment in the event of cancellation" loomed over the purchase button. I purchased in good faith. I sent in all required documentation and was told the my medical reason was not covered. I read the complete policy documentation and no where in my information does it say anything about excluding certain illnesses. This company does hot intend to pay out any money, if you purchase this insurance you may as well light your money on fire instead.

Desired Settlement: Honor my claim for the hotel payment like you promised.

Business Response: Dear *** ******  
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.
 
Upon review of the  consumers insuring agreement, unfortunately, the cause of loss was listed as a general program exclusion thus we were unable to honor the consumers claim.
 
I regret that we are unable to provide the consumer with a more favorable response. 
 
Sincerely,
 
******* ****** ****** ********** *******
**** ******* ***** ********* ******** ***** *************************

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID********, 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,

****** ********

No where in my information does it list this exclusion. This company had no intention of honoring any claims, they are just in it to collect money




9/2/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On July 30, 2014 , I took out traveling insurance policy for a car I decided to rent for July 30th 2014 to August 3, 2014 . I decided not to rent the car. I called Allianz Global Assistance about one hour after and canceled the policy. A refund of $45.00 was supppose to be issued to me. To this date , I have not be issused a refund of $45.00. I've contacted them three times, and they have sent me a confirmation of the cancelation, saing that I will be refuded. When I recently spoke to the comnpany, I was told that my bank was the hold up, that they would not release it to my account. Their phone number is ************** Date Issused July 30, 2014 Policy identification number: ************** TYPE OF ORDER: GATEWAY Person Insured: ***** ******* Date purchaced: July 30, 2014 Travel dates: July, 30 2014- August 3, 2014 Total amount: $45.00

Desired Settlement: Total refund of $45.00

Business Response: Dear *** ******
 
Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the consumer.
 
Our records indicate that the consumer’s policy was canceled and refunded on July 30, 2014. The consumer may want to check with their credit card company for an update.
 
Sincerely,
 
******* ****** ****** ********** ******* **** ******* ***** ********* ******** ***** *************************

8/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased travel insurance with Allianz Global Assistance after a family member used them last year and had a good experience. I was injured on one of my trips this year and processed a trip interruption/medical claim. The website says that they process all claims in 10 business days. I submitted all my information and waited 10 business days from the date of the last piece of information submitted. I heard nothing, so I went online to check my status. There has been a permanent error message on my claim status page that won't allow me to view the documents I've submitted or get any information on the claim. So I called them. They said it was still being processed and viewed by managers and it should be resolved in another week or two. At this point I wasn't that upset because the claim was a large one and figured I wouldn't get compensation immediately, even though I have to pay interest on my credit card for the charges incurred. I waited another 3 weeks. Still nothing. Today I called them again and they said that I should just call back in another week. They said they couldn't even give me an estimate on when it might be dealt with, and the woman on the phone wouldn't even let me speak with the manager handling my claim. They won't tell me if they need any more information or why the claim is being held up needlessly. My Terms and Conditions clearly state that ALL claims are processed in 10 business days. My claim has been submitted in full now for 6 weeks and they just told me to call again in another week and won't let me speak with anyone about it.

Desired Settlement: I'd like them to update my claim status and give me a reason as to why it is being held up so I can at least explain or fix whatever error or hold up may be causing the slow claim time. I also expect them to change their advertising and T&C policies to outline clearly that they DO NOT process claims in 10 business days. They take a minimum of 2 weeks to respond to any inquiries, yes, but their advertising is FALSE in that they do not *process* the claims in that amount of time as promised. I also expect to be able to speak to whomever is handling my claim directly, instead of getting the run around.

Business Response: Dear *** ******
 
Thank you for forwarding this matter to my attention. We apologize for any frustration the consumer may have endured.
 
Our Claim Department processes all claims within 10 business days as long as all documentation requested has been received.

Upon review of the consumers claim, a HIPPA release form has been sent to the consumer so that the medical documents surrounding the loss may be reviewed.
 
The consumer may contact the Claim Department to get an up to status of the claim.
 
Sincerely,
 
******* ****** ****** ********** ******* **** ******* ***** ********* ******** ***** *************************  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and have they did not propose any action to resolve my complaint and have lied  again.

The response says "Our Claim Department processes all claims within 10 business days as long as all documentation requested has been received." This is a deliberately inaccurate information. What they do is provide an incomplete list of required documents from the start, and wait months to tell you they need anything more. 

******** is a screenshot of my claim online which shows all my documents that I've submitted along with the dates. This is every piece of information they list on their claims site. Word for word, I put down everything they listed as required. I also submitted a notarized statement of no other insurance to them via postal mail to cover all my bases. No where on their site do they say they may need or want a HIPPA.  After I submitted all my documentation in late June (you can see the date stamp on the image), I called (and have audio recordings which I am more than willing to send, although I can't attach them to this form) and asked if they needed any more documentation. On 4 separate occasions over the course of 2 months, I was told they had all the documentation they needed from me. Two months later I finally ask to speak to a manager and she tells me all I need to do is send in a HIPPA, but that after I send in the HIPPA it will be at least another six weeks before they can review the claim any further. The manager is recorded saying it would another six weeks. So the businesses response to the BBB that it would be dealt with in 10 business days is an outright lie.

After hanging up with the manager I receive the email with the HIPPA form ******** and a note to return it (this email is********). When I open the attachment there is a letter with a statement saying that I need to submit a signed claim form (which they have not sent me and therefore would be impossible to return to them, this was also not mentioned on the phone as a requested item), and that I need to send in medical documents (which I already sent in the form of a physicians statement, itemized hospital bill, credit card charges, and hospital receipts, and was also not mentioned on the phone as being needed, I have the manager recorded saying the only thing they needed was a HIPPA).


This business has outright lied, they do not process all claims in 10 business days. They waited two months to tell me I needed to submit additional documentation after telling me repeatedly that they needed nothing else from me, and then told me it would be another six weeks after I submitted it to process it any further. I have proof of these statements (********) and made all phone calls on my computer and saved the telephone conversations which I will gladly submit to you, and to the insurance fraud protections agencies.


Regards,

***** ******



8/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: Prompt refund of the deposit (1,360 Euro)

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention. We apologize for any frustration the consumer may have endured.
 
According to the documentation on file, the consumer is claiming only the hotel expense. We have everything we need except the credit card statement showing the charge for the hotel. The original purchase was made in Euros. In order to be sure that the insured is reimbursed the exact amount of the charge in USD including any foreign transactions fees, we would need the credit card statement.
 
Sincerely,
 
******* ******
Claims Escalation Analyst

**** ******* *****
********* ******** *****
www.allianzassistance.com

Consumer Response: Better Business Bureau:

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

Dear Sir or Ma'am,
Thank you for your help.  I am having a hardest time showing the charge on my credit card.  Since the travel agency is located in Greece, they do things differently.  They don't keep the credit card record on file for their clients' security.  They went extra mile to create a letterhead with the credit card information.  To add to the complication, my credit card was based in Japan so it was charged in Japanese yen.  The insurance company is insisting on showing the amount in the U.S. dollar which will be very difficult for me.  Please help me with this issue.  It has been more than 6 months since I cancel this trip and $1800 is too much to wait forever.  I am attaching the letterhead my travel agent gave me as proof of payment. Thank you.  **** *******

Business Response: Dear *** ******:
 
Our records indicate that the consumer’s claim has been finalized for the hotel expense. She may contact the Claim Department for an up to date status.
 
Sincerely,
 
******* ******
Claims Escalation Analyst

**** ******* *****
********* ******** *****
www.allianzassistance.com

Consumer Response: Better Business Bureau:

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

Thank you for your notice.  As I expected (that's the base of my complaint), I haven't had any notice from the insurance company.  I emailed them to rush response.  No info from the insurance company except for the notice that my email was received.  **** *******
 

Consumer Response:

*******,
Thank you for staying with me in this battle with the insurance company.  I received an email from them informing me that the payment has been approved (finallly!)  They will mail me 2 separate checks.  Honestly, I can't jump with happiness until I see those checks.  I will let you know when I have the checks in my hands.  **** *******

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ***************************.

Regards,

**** *******

8/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This is a well known company that purports to protect you when you buy a policy. Unfortunately, the company, in our experience, does not do what they claim. They did not accept collect calls from China. They did not offer to help when my wife became ill. They tell you to do what you need to do, and save receipts. They did not offer to get us a flight home, when we needed to return to the states because of medical emergency. They did not even have a working fax machine to accept the many pages of proof of illness and expense. They did not pay claims (even partially) in 10 days (claimed they were very busy). Did not pay all of the expenses submitted (i.e. ride from airport to home, as they said very sick person could have taken a bus or something). Did not pay for the taxes and surcharges from airline for flights and changes. Best suggestion, be very careful if you deal with this company

Desired Settlement: Be paid for the claim! Allianz: Our records indicate you still have not paid for documented cost of airline ticket taxes paid to ******* *** for the complete trip, $1477.44. You have NOT paid documented airport transportation of $269. You have declined to pay hotel bills. You have asked for additional information concerning medical and doctor’s costs. These were paid by **** ****** In addition, your company did not perform services claimed to be part of your contract when we needed them while in*******. You did not accept collect calls. You did not help with arranging a doctor. You did not offer, nor help, with arranging emergency transportation back to our home. As it has been months and no written information has been received about the missing amounts, if we do not hear back from you concerning that unpaid portions of the claim, we will file a complaint with the Massachusetts Attorney General, the Massachusetts Insurance Commissioner, and a claim with small claims court in our area. ******** ** ****

Business Response: Dear *** ******
 
Thank you for forwarding this matter to my attention. We apologize for any frustration the consumer may have endured.
 
I am sorry to hear the consumer had a difficult time calling while overseas.  All of our insurance plans include a collect number that lets the operator know that we accept all collect calls.
 
According to the claim notes, the claim was paid in separate installments as the Claim Department received additional supporting documentation.
 
The consumers claim was reviewed and processed based on the terms of their insuring agreement. At this time, further payment isn’t available on the claim.
 
 
Sincerely,
 
******* ****** ****** ********** ******* **** ******* ***** ********* ******** ***** *************************

Consumer Response: Better Business Bureau:

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

Respectfully disagree. This company doesn't cover their advertised claims. They were supposed to arrange and pay for air. They offered no help, and no offer to book flight. Our travel agent is aware of their lack of help, and I even documented that to them. 

Regards,

****** ****



8/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A travel insurance policy was obtained before my wife and I went on vacation to the Dominican Republic the week of April 26, 2014. A claim was submitted to Allianz Travel Insurance (Allianz Global Assistance) due to an emergency medical illness while in the Dominican Republic that required an overnight hospital stay. The claim documentation and support was mailed to Allianz on May 11, 2014. Allianz confirmed receipt of this information on May 17, 2014, and assigned it Claim Number **********. After reviewing what was provided Allianz requested a letter from my wife's primary insurer (********) saying that they would not reimburse medical expenses incurred in the Dominican Republic. ********** denial letter was received on July 7 and immediately forwarded to Allianz through their website and receipt was acknowledged by Allianz on July 8 saying they would need 10 business days to review. My wife called on July 25 to check on the status of payment on the claim and was told the check had been mailed that day. She called again today (August 1) since the check had not been received and was told that on final audit before the check was mailed it was determined a denial letter was also needed from my wife's supplemental insurance with AARP and that a letter requesting this was mailed on July 28. This letter has not yet been received and is not on the Allianz website to retrieve. We have furnished all information requested under this claim and feel this final request is another stall tactic to delay payment since the supplemental insurance coverage will be denied since it was denied by ********. Any help in putting pressure on Allianz to pay on this legitimate claim would be greatly appreciated.

Desired Settlement: Prompt payment in full of $2,454.72 documented in claim request.

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention.
 
Our records indicate that the consumers claim has now been resolved according to the terms of his insuring agreement.
 
He may contact the Claim Department for an updated status on the claim.
 
Sincerely,
 
******* ******
Claims Escalation Analyst

**** ******* *****
********* ******** *****
www.allianzassistance.com

Consumer Response: There is no need to forward this response to Allianz. A check was received today for the amount of the insurance claim filed so the matter is closed. Thank you for your assistance. 

Regards,

*** **********



8/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hello, I have been working with this firm since March 23 to pay claims on a travel insurance claim. 1. They haven't paid all the claims. 2. They do not provide any details on the claims paid. I call them and call them and provide information on the website with no satisfaction. Secondly, I ask to escalate the issue internally and I am told that someone will call me. No one has ever returned my calls. Please help me in making sure that these claims are claims are paid and explanation of benefits is provided. Their service has been horrible. I'm on month 3 without complete resolution. They have made a partial payment but not a complete payment.

Desired Settlement: 1. Pay the medical claims of: $7.19 to ********* *********** ** ***** ******* $95.42 to ******** ***** ******* $389.72 to ******** ********** *** $13.69 to ********* ********** ** ********* 2. Pay the following claims to ******** ********* ******: $161.45 $1061.01 $155.39 $289.64 $54.61 $224.35 3. Itemize their payments and give me a complete accounting of my claim. 4. Apologize for their inferior service. Thanks!!

Business Response:

Dear *** ******:
 
Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the consumer. 
 
A request has been made for the examiner whom finalized the claim provide the insured with a break down of what was paid for clarification. If additional amounts are owed, the claim will be reviewed for additional payment according to the terms of the insuring agreement.  

Sincerely,
 
******* ******
Claims Escalation Analyst

**** ******* *****
********* ******** *****
www.allianzassistance.com

Consumer Response: Better Business Bureau:

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

Allianz keeps promising me a breakdown and they never provide it.  This issue is not resolved until someone takes full accountability to provide details.  Thanks.

Regards,

***** ********

Business Response: *** ******,

Records indicate that this was prepared and sent on August 4.

Thank you,

******* ******

Consumer Response: Better Business Bureau:

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

On the detailed explanation, not all of my medical charges have been paid.  I will submit charges for ********* ********** dated 3/14/14 for $13.69 and for ********* *********** dated 3/14/14 for $7.19.  Unless, Allianz can show that those were paid.  Thanks!

Regards,

***** ********

8/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: Refund the insurance bought immediately back to my card.

Business Response: Dear *** ******
 
Thank you for forwarding this matter to my attention. We apologize for any frustration the consumer may have endured with cancelation request.
 
We have confirmed the cancelation of the rental and canceled the policy.
 
The consumer may want to allow one billing cycle for the credit to show up on his credit card statement.
 
Sincerely,
 
******* ****** ****** ********** ******* **** ******* ***** ********* ******** ***** *************************

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

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID********, 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: ****************************

Regards,
******* **********



8/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We bough two tickets in January 2014 and the sales person offered us a trip insurance for any problem could happens. That's what an insurance is set for, Isn't it? I'd like to mention that We fly many times a year for the last 20 years to many places( ****** ****** ***** ******** ********** ***** ****** ******** *** ****** *** ********* ****** ****** **** ***) and we never have placed a claim for anything so, we were specting being covered by " Allianz Global Assistance Insurance" as they promese in their webpage and advertaisments in any eventuality but when was needed, because we had two very complicated difficulties before this trip, and as they say in their policy "Trip Cancelation"one was a lay off in my job and for health problem with my wife, then we dicided to filed this claim, beliving that we were covered but unfortunitly they respond negativily and after submiting more papers we are still waiting for several months for a fair solution of our problem. This company looks pratty serious and we are being in business aswell and we think they should honor their offer to cover for any trip cancelation their customers have. This is what they say in their Webpage: Trip cancellation insurance gives cash back for prepaid, nonrefundable payments if you have to cancel your trip for one of the reasons covered by your policy. It also may cover the extra cost of single accommodations if your travel companion canceled his or her trip for a covered reason.

Desired Settlement: Pay for the amount we are cover for ($1400)

Business Response: Dear *** ******
 
Thank you for forwarding this matter to my attention.
 
Our records indicate that the consumers claim has since been resolved by the Appeals Department.
 
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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID********, 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: ****************************

Regards,

****** ******



8/18/2014 Delivery Issues
8/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Bought the travel insurance back in December of 2012. On my way back from Mexico , i discover that someone went in into my luggage and stole a few things. At the moment i called the ********* and Allianz to submit a claim. ********* took all my information. Also i submit claim to Allianz. Then they (Allianz) star asking me, some kind of a letter that Air Mexico is not providing. Alllianz and I tried to contact ********* . They not responding to the emails. When you trying call to customer service of *********. The answer, that they can only answer by email. One and a half years and claim didnt move no where. Allianz keep saying they need that letter. That theres no way to provide. I feel that im getting run around. Allianz is asking for peace of paper that can not be provide it, in no way. The reason they do that, so they wont pay.

Desired Settlement: I would like to get my money back for stolen items.

Business Response: *** ******

Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the consumer.
 
Our insurance, like any other insurance, had terms, conditions and exclusions that impact coverage. These terms were emailed to the consumer.
As we were secondary to the common carrier the insuring agreement required the following:
          

You file a report giving a description of the property and its value
with the appropriate local authorities, common carrier, hotel or tour
operator within 24 hours of the loss

A determination letter from the airline is required in order for us to proceed with reimbursement as it is used to determine the amount of liability.  Unfortunately, without this document we are unable to proceed with the finalization of the consumers claim.

Sincerely,
 
******* ******
****** **********
 ******* **** ******* *
**** ********* ********
 ***** ****************
*********

8/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased the round trip ticket on 04/29/14 for 05/15/14 travel and then changed the travel date for 05/29/15. The Plan effective date was 04/30/14 Policy number *************** for ****** ******. The amount paid was 20.55 USD. Trip cancellation - 411.00 Travel/Trip Delay - 200.00 Trip Interruption – 411.00 On 05/21/14 I was told by ** ******** ******* of Jacksonville, Florida that an emergency surgery on my back is needed and not allowed to travel. The surgery was performed on 05/22/14. I cancelled my trip and file a claim. I provided all the documents including the doctor’s letter. Allianz denied my claim under “pre existing condition”. TI will not planned the travel if I knew I will have surgery and if I have a pre existing condition I would have schedule my surgery where it will not affect my travel plans.

Desired Settlement: They need to honor the refund for trip cancellation of 411.00

Business Response:  *** ******:

Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the consumer.
 
Our insurance, like any other insurance had terms, conditions and exclusions that impact coverage. Specifically excluded from coverage was any loss arising directly or indirectly from an existing medical condition. These were defined as:
 
An illness or injury that you, a traveling companion or family
member were seeking or receiving treatment for or had symptoms of on
the day you purchased your plan, or at any time in the 120 days before
you purchased it.
You, a traveling companion or family member are considered to have
an existing medical condition if you, a traveling companion or
family member:
saw or were advised to see a doctor
had symptoms that would cause a prudent person to see a doctor
were taking prescribed medication for the condition or the
symptoms, unless the condition or symptoms are effectively
controlled by the prescription, and the prescription hasn’t changed.
 
The medical documentation on file indicates that the condition which caused the loss was symptomatic during the exclusionary period.  As the insuring agreement excluded coverage for these conditions, I regret that we are unable to overturn the denial of the claim.
 
 
Sincerely,
 
******* ******
Claims Escalation Analyst
**** ******* *****
********* ******** *****
www.allianzassistance.com

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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 a chronic condition I have had since 2004, due to a car accident. I had surgery in 2006 on my back...*** ****** **************** performed a Diskectomy...he is with ****** ************, ***** ********.
My Primary Care Physician for this initial accident and years after was *** ******* ******* with *** ******** *****, at ***** ********.
He also sent me to a **** ********** Specialist, *** ******* ******* with ******** **** **********, ***** ********.
Then, I was involved with another accident, neither my fault, in 2009, which reinjured everything. I continued with *** ******* for some time and then requested another **** ********** Specialist due to no improvements. I went to *** ***** ***** with ********* *****, at ***** ********. During my time with this **** ********** facility, it was deemed necessary for another surgical consult, which was to *** ******** ** ******* with *** ******** ************ *********, at ***** ********.
I ended up having 2 surgeries with this surgeon on 4/17 and 5/22, which is the paperwork included with my claim.
This is not a problem that began 120 days before my flight was to take place, but a chronic problem for over 10 years.
Please contact the above referenced facilities for further information, and to confirm this letter so this may be resolved quickly.
I should not be punished for this because I have a lifetime of pain ahead, and request a refund of my flight please.

Thank you,

****** ******
***** ********
*************************

8/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased travel insurance for a cruise on the *** ********** through ****** ********* ********** The cruise was scheduled to leave on May 3, 2014. On April 27, 2014, I was admitted to the hospital for dehydration due to a kidney infection. I was released on April 29th but was advised by my doctor not to travel to Europe. I did not leave on the cruise from Venice, Italy as scheduled. Allianz will not reimburse me for the cruise stating that the kidney infection was a pre-existing condition. I do have a condition known as polycystic kidney disease and am susceptible to kidney infections. However, the kidney infections are treated with a prescription of antibiotics. I have complied with Allianz by filing my claim with a statement from my primary care physician, credit card statement for $1,126.46 for the cost of the cruise, $107.00 for the cost of the travel insurance, confirmation letter from ****** ********* ********* and Letter of Confirmation for the purchased travel insurance from Allianz Global Assistance underwritten by ********* ********* ******** When my claim was denied, I appealed to the Allianz Claim Appeal Department, ******* ******** I also sent packets of the required documents to **** ******* ** ** ******* ****** ********* *********, my vacation Planner, ******* ********* with ****** ********* ********** To date, July 24, 2014, I have only received denials on the insurance claim. In researching Allianz Global Assistance, I noticed that I am not the only person filing a similar complaint. The website is full of similar complaints. *************************************************************************************** This company should not be allowed to remain in business. As other travelers have complained, they are a scam.

Desired Settlement: Refund the cost of the cruise, $1,126.46 as agreed in the travel insurance contract.

Business Response: Dear *** ******
 
Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the consumer.
 
Our insurance programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage. These terms were readily available in the booking path prior to purchase and also emailed to the consumer. The policy also included a 10 day satisfaction guarantee period which enables consumers to look over the policy and decide if it will meet their needs. If not, a request can be made for the full refund of the premium.
 
The consumers insuring agreement excluded coverage for any loss resulting directly or indirectly from an existing medical condition. These were defined as:
 
An illness or injury that you, a traveling companion or family
member were seeking or receiving treatment for or had symptoms of on
the day you purchased your plan, or at any time in the 120 days before
you purchased it.
You, a traveling companion or family member are considered to have
an existing medical condition if you, a traveling companion or
family member:
· saw or were advised to see a doctor
· had symptoms that would cause a prudent person to see a doctor
· were taking prescribed medication for the condition or the
symptoms, unless the condition or symptoms are effectively
controlled by the prescription, and the prescription hasn’t changed.
 
 
According to the medical documentation on file, the condition that caused the consumer’s loss was excluded from coverage as the condition was symptomatic 5 days prior to the purchase of insurance.
 
At this time, my review indicates that we are unable to provide coverage for the consumer's loss and I regret that we are unable to provide the consumer with a more favorable response.
 
Sincerely,
 
******* ****** ****** ********** ******* **** ******* ***** ********* ******** ***** *************************

Consumer Response: Better Business Bureau:

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

There was nothing in the contract that indicated that a person must be healthy and disease free 5 days prior to traveling.  ****** ********* travel offers last minute travel to airline employees based on availability on cruise lines.   There are circumstances that when making these travel plans, five days is not substantial.  I will be sure to notify ****** ********* ****** not to use Allianz in the future.  There are many other customers who have similar complaints about Allianz.
 
**************************************************************************************


A kidney infection is not a pre-existing condition.  The doctor was confident that after the prescribed dosage of antibiotic, I would be able to travel.  Unfortunately, that was not the case. 

I will follow up with our local troubleshooter in Cincinnati.  Allianz Travel Assistance should not be doing business.  Needless to say, I am very disappointed and dissatisfied about the flimsy excuse for not providing travel insurance.  They will find any excuse not to make good on their travel contract.


******* ** *****


Regards,

******* *****



8/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Allianz will not refund my airfare or cost to purchase insurance which was not honored. I purchased two tickets through ****** going to Nassau, Bahamas on Friday, June 13th. Apparently, I was booked leaving Thursday night instead of Friday night. It was my understanding that by purchasing flight insurance, I would be refunded for a missed flight. I called Allianz on June 14 and spoke to ****. He said I could file a claim and also an Appeal for the total amount of the tickets of $1298.48. I called Allianz on June 27th and spoke to **** who said that regardless of the death in my family or a missed flight I could not file a claim. I also spoke to **** on 6/27/14, and she said this particular insurance only covers very specific things. She was unable to assist and support me either. I am looking for a credit for my flights and for a reimbursement for the cost of the insurance. I was improperly and I'll informed of the purpose of the purchase and what it's uses were.

Desired Settlement: I am seeking a reimbursement for both flights through ******** ******** and the coat of the insurance. The total cost is $1248.98 and the cost of the insurance is $73.50.

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the consumer.
 
Our insurance programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage. These terms were readily available in the booking path prior to purchase and also emailed to the consumer.

The insuring agreement offered a 10 day satisfaction guarantee period which gave consumers time to look over the policy and decide if it’ll meet their needs. The consumer requested to have the policy canceled after the 10 days thus we were unable to honor her request.
 
According to our records, the consumer initially called to cancel her trip because the flight was booked incorrectly. Unfortunately, that reason is not a named peril as listed in the insuring agreement.
 
Our records indicate that the consumer has not filed a claim with us. If the consumer wishes to file a claim due to the death of a family member that occurred after the insurance purchase date we would be more than happy to assist her.
 
I have requested to have claim forms emailed to the consumer.
 
 
Sincerely,
 
******* ******
Claims Escalation Analyst
**** ******* *****
********* ******** *****
www.allianzassistance.com

Consumer Response: Better Business Bureau:

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

I spoke to **** on 6/15 to resolve the issue of this claim.  He said I could file a complaint as needed, but my complaint would probably go to appeals, and I would not be reimbursed.  Later that day I paid and additional $1004.00 to rebook my travel.  When I returned, I spoke to **** with Allianz who said that the family death and missed flight did not qualify for a claim, and a claim could not be submitted at that time.  Allianz refused to allow me to file a claim.

Regards,

****** ********

8/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a round plane ticket to Panama via ****** ******** from ************ that site they offer a health insurance from Alliance Global Assistanceincase you get sick and can't make the trip due to health reason the money you paid for the plain ticket would be refunded that is what the secretary at Allianz inform me when I called after I canceled my reservation online.My doctor and I faxed and mailed all the paper work the requested and they refuse to refund my money they have me running around today they e-mailed more paper work for me and my doctor to fill again. I can take any more please get in touch with and have them refund my money now!!Allianz Global Assistance Claim Number **************Please help me, Thank youWhen I bought the plane ticket I was not sick, I was informed by my doctor in April that I was sick I have ESRD.

Desired Settlement: I need BBB to contact Allianz Global Assistance to get my money refundednow. I would never by a plane ticket from ********** or by healt insurance from Allianz.

Business Response: Dear *** ******:
 
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. Without this document, we are unable to process the claim.
 
Sincerely,
 
******* ******
Claims Escalation Analyst
**** ******* *****
********* ******** *****
www.allianzassistance.com

Consumer Response: Better Business Bureau:

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

The consumer called and stated that he has faxed over the documentation.

Regards,

******* *****

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention.
 
The Physician Statement form indicates a referral from the primary care physician. To be sure that we are able to provide coverage for the consumers loss, we would need the form completed by the physician who initially saw the consumer for the condition.
 
Sincerely,
 
******* ******
Claims Escalation Analyst
**** ******* *****
********* ******** *****
www.allianzassistance.com

8/1/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased travel insurance from this company for a cruise I went on 4/26/14 - 5/4/14. Insurance was sold through the travel agent at **************. Upon return of my trip I had damaged items in my luggage due to a broken bottle and liquid. I didn't know what was damaged until I arrived home on 5/4/14. I called Allianz immediately (within the 24 hr period), they told me they needed a letter from the cruise line or police stating there was damage. I contacted ********* cruises and reported the damage, they sent me a letter stating that I reported damaged luggage and I forwarded the letter to Allianz along with pictures of the items damaged, prices of the damaged items. I waited about 3 weeks for them to respond at which point they said it was denied because I hadn't filed the report within the required 24 hours. I was told I could appeal it, so I did. I then contacted ********* again for a letter showing the date I filed the damage report and provided Alliaz phone numbers of who to contact to verify this. I called numerous times to be told that it hadn't been reviewed. This took almost another 3 weeks and they said it was denied because I didn't give a detail of the items damaged. The cruise line did not ask for a detailed list of items damaged to provide that info in their letter and Allianz did not ask for that information until they denied my appeal. I originally sent all of that along with pictures when I first filed this claim. They are constantly making up excuses not to pay the claim. They do not respond at all. I called after the appeal was denied and spoke to a manager named *** who said he would have it re-reviewed on 6/26/14 and see what he could do to get it paid and they would be back with my NLT 7/1/14. I have called and left messages, but still no return calls. Obviously by the number of claims this company has this is a regular routine for them to deny everything in hopes that the customer will just give up and then they don't have to pay.

Desired Settlement: I want my insurance claim to be paid, and reimbursed for damaged items in luggage.

Business Response: *** ******:

Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the consumer.
 
Our insurance, like any other insurance, had terms, conditions and exclusions that impact coverage. These terms were emailed and mailed to the consumer.
We were unable to honor the consumers claim for reimbursement because the consumer did not meet the terms of the insuring agreement as explained under the baggage coverage. As we were secondary to the common carrier who caused the damaged the insuring agreement required the following:

You file a report giving a description of the property and its value
with the appropriate local authorities, common carrier, hotel or tour
operator within 24 hours of the loss

According to the cruise line, the consumer did not file a report giving a description of the property and its value which is why they were unable to honor the consumers claim.

Due to this, we were unable to honor the consumer request for reimbursement. I regret that we were unable to provide the consumer with a more favorable response.
 
 
Sincerely,
 
******* ******
Claims Escalation Analyst
**** ******* *****
********* ******** *****
www.allianzassistance.com

Consumer Response: Better Business Bureau:

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


There was no offer for any kind of resolution.

Regards,

***** *************

Consumer Response: Yes, the complaint for the damaged luggage and items in luggage were filed with ********* ****** lines.  They wrote a letter about the damage, but could not list damaged items since they didn't visually see the damage.  The damage wasn't seen until we got home so there was no way for ********* to view the damaged items.  They told me to file a claim with my travel insurance company, which is Allianz Insurance.  Allianz has the letter, pictures of damaged items, values of damaged items but refuse to pay because the letter from ********* doesn't list the items.

They just keep running me in circles.  There was no way for ********* to see the damaged items as bag was slightly wet when we picked it up, but we didn't know items were ruined until we returned home.  It doesn't make sense.  What are you supposed to do when you discover damaged items after you get home?  We travelled home by bus so no one else handled our baggage after we left the cruise port.

7/31/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We purchased travel insurance from Allianz Assistance via ****** ******** website for a trip we were to take in July 2014. Unfortunately, we had to cancel the trip due to financial issues. During the process of purchasing the insurance as well as immediately after canceling we were told that financial hardship would be a covered reason. Once we filed our claim to refund incurred costs, it was denied. Reason for the denial was financial hardship was not a named covered event. Unfortunately, their website does not call this out unless you dig down deep into their policies nor did their agents we talked to prior to purchasing the policy. As a matter of fact, one person told me directly that financial hardship was a covered event. Only when I talked to an actual claims adjuster was I told the first person was wrong. They stated that the initial "sales" people are not claims adjusters and have the right to state something is covered without actually talking to a claims adjuster. Furthermore, I was told by the claims department supervisor that I should have contacted their claims adjustors department prior to purchasing (normally not allowed by sales) to verify coverage and sales just "stated everything would be covered" type of message. To me this is false advertising that cost me not only the price to cancel my airline tickets but their insurance premium as well.

Desired Settlement: Please refund the amount of my airline tickets ($800) as claimed and promised by Allianz's sales department. It does not matter that only a claims adjustor can decided what is covered or not if your sales group is making promises as to what is covered or not.

Business Response: Dear *** ******:
 
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 emailed to the insured immediately after purchase along with a 10 day satisfaction guarantee period which allows the consumer to look over the policy to decide if it will meet their needs.
 
Financial hardship was not included as a named peril in the consumers insuring agreement. We also have not been able to locate a phone call in which one of our agents advised the consumer that it was a covered reason. If the information was provided to the consumer by the airline, the consumer may want to contact the airline for any additional recourse.
 
I regret that we are unable to provide the insured with a more favorable response. 
 
Sincerely,
 
******* ******
Claims Escalation Analyst
**** ******* *****
********* ******** *****
www.allianzassistance.com

Consumer Response: Better Business Bureau:

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

I do not know why they have no record of our calls but we called several times from either ***** ******** or ***** ********.  Maybe their records are incorrect or they don't actually record/save calls from last February, I personally don't know.  I do agree it was not a "named" coverage but their sales stated it would be covered, not once but twice.  Their website puts the requirements several clicks down while stating that most items will be covered (false advertising) which is also mentioned in a lot of the complaints listed against them via BBB.org.  They should do the right thing for a customer and honor their mistake and refund my cost for canceling the trip or worst case the cost for the insurance as a "good measure."  Policies should be changed along with their website to clearly state what is or is not covered rather than making a person hunt it down.

Regards,

**** *****

7/31/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Took out Allianz insurance on 14 May 14 after I booked *** **** hotel. My trip was scheduled for the 15th of May 14. Two hours later I had to cancel because of a death in my wife's family (first cousin). After putting in a claim with Allianz, they denied my claim due to not having cancelled on the day of my trip, which was for the 15th of May.

Desired Settlement: If I take out insurance of the 14th, then I should be covered right then and there. I should receive full restitution.

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention. I apologize for any frustration the claims process may have caused the insured and offer our condolences on the passing of his family member.  
 
Our 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 insured.
 
The terms indicated that the Trip Cancelation benefit went into effect the next day after purchase at 12:01 am. Unfortunately, the loss occurred prior to the insurance effective date.

Also, the policy provided coverage for the death of a family member. Unfortunately, cousin was not included in the definition of a family member.
 
The claim has been reviewed and the proper decision was made.
 
I regret that we are unable to provide the consumer with a more favorable response at this time.
 
Sincerely,
 
******* ******
Claims Escalation Analyst
**** ******* *****
********* ******** *****
www.allianzassistance.com

7/31/2014 Advertising/Sales Issues | Complaint Details Unavailable
7/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I would like to have my ticket reimbursed as they promised. I had purchased insurance for both my son and myself, but he came back on the original flight. I stayed with the promise that they would reimburse up to 350.00. We paid 37.60 for the policy for the two of us. My son ordered it for us and it was under his name, ****** ****. Please help me!

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the consumer.
 
Our insurance programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage. These terms were readily available in the booking path prior to purchase and also emailed to the consumer. The policy also included a 10 day satisfaction guarantee period which enables consumers to look over the policy and decide if it will meet their needs. If not, a request can be made for the full refund of the premium.
 
The consumers insuring agreement excluded coverage for any loss resulting directly or indirectly from an existing medical condition. These were defined as:
 
An illness or injury that you, a traveling companion or family
member were seeking or receiving treatment for or had symptoms of on
the day you purchased your plan, or at any time in the 120 days before
you purchased it.
You, a traveling companion or family member are considered to have
an existing medical condition if you, a traveling companion or
family member:
· saw or were advised to see a doctor
· had symptoms that would cause a prudent person to see a doctor
· were taking prescribed medication for the condition or the
symptoms, unless the condition or symptoms are effectively
controlled by the prescription, and the prescription hasn’t changed.
 
 
According to the medical documentation on file, the condition that caused the consumer’s loss was excluded from coverage as the condition was symptomatic and being treated during the 120 day exclusionary period.
 
At this time, my review indicates that we are unable to provide coverage for the consumer's loss and I regret that we are unable to provide the consumer with a more favorable response.
 
Sincerely,
 
******* ******
Claims Escalation Analyst
**** ******* *****
********* ******** *****
www.allianzassistance.com

Consumer Response: Better Business Bureau:

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

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

Regards,

****** ******

7/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased tickets to the ******* ***** **** as a Father's Day gift for my husband. Because of his work travel schedule and frequent international trips, I purchased trip insurance. I hadn't done this before and on the ************ site when it advertised that (as quoted from ************, "With Event Ticket Insurance, if you can't attend an event for any covered reason – such as illness, airline delays, traffic accidents and more – you'll get 100% of the ticket price returned to you" I decided to go ahead and purchase the insurance. My husband came home ill from a trip to Mexico on the day before the race. Due to diarrhea and fever, he obviously was not interested in attending the race. Today, I looked up the ticket confirmation to see how I go about claiming the tickets and noticed that it said I should have received a separate email from Allianz Global. The number to Allianz was provided anyway, so I just called. The representative informed me that my husband needed to be seen by a doctor within 72 hours, which had passed. I offered to supply my husband's air ticket from Mexico, but was told that was not good enough. They explained that I should have received an email after purchasing the tickets telling me the coverage information as well as what needed to happen in order for illness to be approved for a refund. I looked through my email and never received this. I guess had I read my ************ receipt better, I would have known to expect this document. That said, as I show above, ************ does not say on their site that we would have to include a doctor's visit for something that doesn't really require anything but liquids and rest to get over and that the doctor's visit would likely cost us as much or more than the tickets. So, is it not unfair practices for them to advertise illness as covered when purchasing the insurance and then after it is bought, send an email stating all the hoops that would need to be jumped through in order for them to cover an illness?

Desired Settlement: I would like a refund of the tickets since they were purchased under the description on the ************ site stating that illness is covered by this insurance policy.

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the consumer.
 
Our insurance programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage. These terms were readily available in the booking path prior to purchase and also emailed to the consumer.
 
The terms required that an exam be performed by a licensed physician within 72 hours of cancelation.
 
According to the consumer this was not done.

Due to this, I regret that we would be unable to honor the consumers claim.
 
Sincerely,
 
******* ******
Claims Escalation Analyst
**** ******* *****
********* ******** *****
www.allianzassistance.com

Consumer Response: Better Business Bureau:

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

Please review the attached document, which is what I saw when purchasing the insurance on the ************ site.  It says under the "how it works" heading "With Event Ticket Insurance, if you can't attend an event for any covered reason-such as illness, airline delays, traffic accidents and more, you'll get 100% of the ticket price returned to you."  There are no asterisks for disclaimers stating a doctor's visit would be required.  Just this heading stating that illness is an example of a covered reason.  Under tab 3 "How to Buy" it also does not say anything about how I should've received an email with a policy after purchase.  As you can see, it only says there will be a separate charge from Alliance Global.  I also looked on your site and do not see this policy readily available to read as you claim.  That isn't the point though, the document I'm showing you is what is on the ************ site about your insurance.  Your not honoring this I believe is a scam and criminal. 
Regards,

**** *****

7/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had so many issues with this company. There customer service was horrible, their website wasn't clear when I needed to file a travel insurance claim, I was given false information when I called the company about filing the online claim, they stopped processing my claim without telling me for no reason and when they finally did process the claim they used every loop hole possible to not pay me the amount that was appropriate.

Desired Settlement: They need to better educate their employees so they are giving factual information and processing claims correctly the first time. Their insurance policies should be much more clearly stated. As they are now, they are very misleading to the consumer. I would never purchase travel insurance from them again because I would always be concerned about how they are going to get out of paying me back for the money that I am entitled too. The overall process of working with the company was exhausting and frustrating and I felt completely taken advantage of.

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention. I apologize for any frustration the claims process may have caused the insured.
 
Our claim review process is 7-10 business days after all documentation has been received.
 
According to the information on file, the consumer’s loss was covered under the Travel Delay benefit and this benefit had a daily limit for each day of delay.
 
The claim has been reviewed and the proper decision was made.
 
Sincerely,
 
******* ******
Claims Escalation Analyst
**** ******* *****
********* ******** *****
www.allianzassistance.com

7/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I just got back from my trip to Cancun. Had a fantastic time, but when I got there and went to pick up my rental car from ****, I was told that **** doesn't honor the insurance I purchased through Allianz and that I would have to put a 300.00 deposit down for insurance to rent my car because I wouldn't drive with out insurance. What is the point of purchasing insurance trough your company if it is not honored by the rental car company. I finally just canceled the car and ate 300.00 that I can't get back. All because you policy isnt honored by **** in Cancun, Mexico. The was no information saying that it is not valid in Cancun. You have all my info as to my itinerary when I purchase the insurance why do you offer it if it is not valid. Needless to say I will never purchase this insurance again. This is not the first time it has happened. It also happened when I went to New Orleans, LA. I am going to let everyone know not to use this service because it just is not a service. It is a Disservice and seems like a scam!

Desired Settlement: For this business to make sure that the rental car companies actually honor their insurance coverage before they offer it or advertise that it is honored. This same thing happened both in the USA and in Mexico. I ended up canceling the car rental and lost over 300.00 because of it.

Business Response:  
Dear *** ******:
 
Thank you for forwarding this matter to my attention.
 
Please have the consumer provide a policy number so that we may address their concerns.
 
Sincerely,
 
******* ******
Claims Escalation Analyst
**** ******* *****
********* ******** *****
www.allianzassistance.com

7/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased 2 tickets with *** **** on 1-13-13 for travel from Ft. Myers Fl. to NYC, NY. I purchased a policy with Alliance at that time. The trip was for consultation with my husbands doctors on his surgery in NYC which was performed 08-24-13. *** ****** had been ill off and on since the surgery The surgeon was anxious for him to come to ******** ***** ********* ******** where his surgery was performed for consultation. *** ****** saw his doctor in Fl. again on Jan.24th and she advised him not to go to NY at this time. His health was not good. I called and cancelled the flight and informed Alliance about the cancellation. They sent me forms which I filled out and had his doctor in Naples, Fl. fill out. Alliance has not honored this contract. I have been in contact with them several times and tried to explain the problem. They keep telling me the forms are not filled out correctly. The doctor sent in a new form and I sent them a letter explaining the whole problem. Now they are denying the claim. I spoke to ****** ****** ************** a claims analyst today and she said this claim is being denied because it was cancelled because of an exclusion in the contract about *** ****** seeking medical attention. When I purchased this policy there was no discussion about his health and why and where we were going. I have tried to be patient but this company has put my husband who is 85 yrs old thru a difficult time. Collecting on a policy should go smoothy. We recently were able to go to NYC for consultation on *** **** and would never have thought of taking out insurance with this company ever again. The reason I took out insurance in the first place was because of his health and this aggravation has been so difficult I am not sure any more about my health. I hope and pray that the Better Business Bureau can help me with this issue. Companies like this should not be able to take advantage of people.

Desired Settlement: Honor the contract in full.

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the consumer.
 
Our insurance had terms, conditions and exclusions that impact coverage. These terms were emailed to the consumer along with a 10 day satisfaction guarantee period. Specifically included in the terms was the definition of a trip as it is insured with the policy:
 
“Your insuring agreement defines a Trip 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.”
 
Unfortunately, as the reason for the travel was to receive medical care, we were unable to provide coverage for the consumer’s loss.

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

Sincerely,
 
******* ******
Claims Escalation Analyst
**** ******* *****
********* ******** *****
www.allianzassistance.com

7/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I rented a van through *********** for travel from Huntsville, AL to Atlanta, GA to Providence, RI on June 19th through the 23rd 2014. I opted for the "recommended" Rental Car Damage Protection for a total of $9 USD per day for a total of $45 USD. In the section of the screen to select this insurance, the bottom has a quote that reads, "Think twice before turning down rental-car insurance on your next tirp."--**** ****** ******** Feb 2014. I assumed the insurance was being offered through the car rental company, *****. When I went to pick up the vehicle, ***** asked if I wanted insurance through them. I didn't understand. I thought I had insurance through ***** already. The representative explained that I did not. And although the actual **** ********* was less expensive, I also assumed that I could not cancel any portion of my purchase as noted in confirmation email from ******* ('no cancellation"..."no refund"). Then in NY we got a flat tire and had to towed to a 24 hour tire shop for a replacement tire. I spoke with ***** road side assistance and they (and the tow truck drive) advised I keep my receipts for reimbursement. Upon return of the vehicle on June 23rd I presented the receipts to the ***** representative who informed me since I did not have insurance through them, they could not reimburse me. And the representative further explained to me that road side assistance was only $4.99 per day. I then contacted Allianz who also declined reimbursement. I feel that *********** and Allianz had misleading advertisement.

Desired Settlement: I have selected refund as the ultimate desired settlement, but additionally *********** should have a disclaimer concerning their affiliation with the said insurance company. And Allianz should definitely list a disclaimer regarding their non relationship with the actual car rental vendors. I absolutely had no idea that I was not purchasing insurance through the car rental vendor. And when that was determined, I assumed I couldn't get out of it. I am not looking for reimbursement for the actual insurance. I expected and had every intention to purchase insurance to especially cover road side assistance as I wanted to be safe and covered on such a long trip with my family. i am however looking to be reimbursed for the tow ($136.09) and replacement of the tire ($65.32).

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention.
 
Our records indicate that the consumer has not filed a claim with our company.  I have requested to have claim forms sent out to the email address on file to initiate the process.
 
 
Sincerely,
 
******* ******
Claims Escalation Analyst
**** ******* *****
********* ******** *****
www.allianzassistance.com

7/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I paid for insurance to cover hotel in the situation that I was unable to make it as scheduled and they won't cover now that I am unable to arrive. I booked a hotel using *********** and through their partnership with Allianz Global Assistance I paid for insurance in case something happened that I can not make the flight. Flights are booked solid for the day and I am not able to make the flight but they do not want to honor the insurance.

Desired Settlement: I would like a refund of the amount paid for hotel. If they do not refund I would be happy with rescheduling the arrival date.

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention.
 
Please have the consumer provide a claim or policy number so that we may address their concerns.
 
Sincerely,
 
******* ******
Claims Escalation Analyst
**** ******* *****
********* ******** *****
www.allianzassistance.com

7/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I just had my claim denied. I bought insurance for concert tickets totaling $287. When this options pops up on ************, it is a take it or leave it deal. I thought that a $14 insurance policy would be a good idea since the concert is 4 hours away. It covers mechanical breakdowns and several other perils. Well, I did have a breakdown, but it did not fit their parameters exactly. I got my final denial today. I quote, " As your insuring agreement indicated, this is a named perils travel insurance program, which means it covers only the specific situations, events and losses included in this document, and only under the conditions we describe." For starters, I had to convince several "claims analysts" that there were no tickets; you had to use the same credit card at the gate that you bought the tickets with to enter. Your credit card was your ticket! I produced proof that I had bought the part and had it replaced at my leisure at home. Unfortunately, I did not get it repaired soon enough. There is an unwritten deadline, which you can discover after you have sent in your proof of repair. If you are thinking of buying this insurance, you should go to the Global Allianz web site and carefully read all the named perils before you buy a policy and actually expect to get reimbursed. Then, you better document everything and do it quickly and, if you have an unusual situation, forget it.

Desired Settlement: Refund of the $287 I spent on concert tickets that I was unable to attend due to a mechanical breakdown.

Business Response: Dear *** ******:
 
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.  The insuring agreement provided coverage if Your or Your Companion's automobile having a Mechanical Breakdown within 48 hours of the event which results in the vehicle being unable to be driven to the event.
 
As the insuring agreement is a named peril policy only we would need verification that the breakdown occurred within the 48 hours of the event. Unfortunately, the consumer did not have verification of this occurring within that timeframe.

Due to this, we were unable to honor the claim for reimbursement.
 
Sincerely,
 
******* ******
Claims Escalation Analyst

**** ******* *****
********* ******** *****
www.allianzassistance.com

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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 offered an offer to accept or reject!  They just reiterated their denial of my claim

Regards,

****** *****

7/28/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: A trip to Ecuador based on information that my father-in-law was near death. He was 91 years old, declining for the last 6 months, but his death at this point was deemed imminent. Since nothing was for certain, I made reservations for three weeks in case we needed to be there longer. However, not knowing for certain that we might stay fewer or more days, I purchased the Allianz Flight Insurance Trip Protection in the event our dates needed to be changed. My wife is a school teacher, and each day we are gone was no income for her, so this was important to calculate and plan accordingly. After carefully reading all the coverage information as it pertains to changing dates for tickets once purchased, and taking into account both the inclusions and exclusions for coverage as written on the website, the cost seemed fair in the event we might have to change dates, and knew beforehand that there would be charges by the airlines for short notice changes if it came to that. As it turned out, after a week and many consultations with the doctor, it was determined that even though deat was imminent, my father-in-law was still strong enough that he could last three weeks, or even three months, but it was impossible to pin down an exact time. Based on this, we determined we should return prepared to go again when the time became necessary. My wife could not afford to loose two more weeks of pay from school. Getting our return tickets cost an additional $698 to change our dates, and a claim was filed a few days after returning. Allianz sent forms by email with the requirements that needed to accompany the claim. We provided all that was asked, including a signed letter from the Doctor as to my father-in-laws condition before, during and after our visit. All documents were delivered, received and processed by Allianz on May 22, 2014, and acknowledged both by email from Allianz and a proof or receipt return notification from the ****. On June 12, 2014, I sent an email requiring the outcome of our claim, since the 10 business days stated by Allianz had passed with no communication. they replied a decision would be forth coming within 48 hours, and we received notice by mail that they would not honor our claim as it was not covered, supposedly based on pre-existing conditions if I understood their letter correctly. This is contrary to what is stated in the coverage information. Getting in contact with Allianz was a waste of time. We approached * ** **** **** which is a consumer advocate group through the local TV affiliate, **** in Tampa. ******, suggested we first contact BBB to request assistance with this. It is our feeling that Allianz owes us the full amount of the additional charges we paid for changing dates for our return flight. Here is our claim #: **********

Desired Settlement: That Allianz acknowledges either they are at fault, or lax in the explanation of how their coverage works in the case of having to change travel dates and what is or is not covered. I am certain we are not the only ones who have experienced this o.utcom

Business Response: *** ******:

Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the consumer.
 
Our insurance, like any other insurance had terms, conditions and exclusions that impact coverage. Specifically excluded from coverage was any loss arising directly or indirectly from an existing medical condition. These were defined as:
 
An illness or injury that you, a traveling companion or family
member were seeking or receiving treatment for or had symptoms of on
the day you purchased your plan, or at any time in the 120 days before
you purchased it.
You, a traveling companion or family member are considered to have
an existing medical condition if you, a traveling companion or
family member:
· saw or were advised to see a doctor
· had symptoms that would cause a prudent person to see a doctor
· were taking prescribed medication for the condition or the
symptoms, unless the condition or symptoms are effectively
controlled by the prescription, and the prescription hasn’t changed.
 
The medical documentation on file indicates that the condition which caused the loss was symptomatic during the exclusionary period.  As the insuring agreement excluded coverage for these conditions, I regret that we are unable to overturn the denial of the claim.
 
 
Sincerely,
 
******* ******
Claims Escalation Analyst

**** ******* *****
********* ******** *****
www.allianzassistance.com

Consumer Response: Better Business Bureau:

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

Being an avid reader and fluent in two languages, reviewing the conditions and exclusions prior to making the purchase of the coverage was not ignored. The whole purpose of making the purchase was to cover the likelihood that there would be changes in our travel plans because of the very nature of our travel, which was due to a terminal illness of a family member.

Even now when re-reading the information as posted on the webpage for Allianz, I would have a hard time understanding that the coverages were contrary to what I was attempting to purchase.

Allianz can claim ignorance on my part, just as I could claim deliberate wording to confuse the buyer on mine. At the very least I want my premium refunded for what I consider misrepresentation of the coverage I was buying, and that the manner in which exclusions for coverage are listed and written is not conducive to good translation or understanding by the ordinary customer. 

I would further state that Allianz knows full well that in such instances as ours, where a family illness is involved, the emotional state of mind of the customer is a factor that can lead to misunderstanding.

As a former Insurance Agent, in retrospect, I fully recognize the intent of insurance is not to pay claims, rather to give ease of mind. Actuaries constantly "run the numbers" to reduce the exposure and liability of an insurer, and constantly test the phycological content of verbiage in coverage pages to be anything but clear and specific. It is much like the *** or *** of a software product, that is written in very small print to discourage actual reading. For that reason I believe I took extra care to read the coverages and exclusions several times to make certain I felt covered. 

Others may throw up their hands in frustration with companies like Allianz, and it is possible I am 1 of 100's who have had this experience and am willing to take some action. It is an old saying that "What you fight you strengthen. What You resist, persists.” I may simply be helping this company discover new ways to avoid paying out a legitimate claim. So it is my word against the corporate giant, who provides work and revenue to others and is therefore given a great deal of leeway.

I'm not sure where I will go next to pursue this, but where I won't go is away!

Regards,

**** *******

7/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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 *** ******:
 
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.]

Better Business Bureau:

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,
****** ****

7/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have twice used Allianz Global to insure travel related expenses. Several years ago they refused to pay for a Dr.'s services on a cruise ship that were specifically covered by the policy. This time they refuse to pay my claim in refunding show tickets that were not used because travel was canceled. Claim **********. My rejection letter was in reference to accommodations being lost not being a covered reason for trip cancelation, when in fact, the entire trip was cancelled. My frustration is that when their services are marketed in ************ and other places, they specifically say "Trip Cancellation" as a covered reason to get the tickets insured. The reasons for cancellation are buried within their policies and difficult to understand. I find their advertising misleading, and their products disingenuous. Twice I have used them and twice I have been read a script on the phone and tried to be brushed aside by both claims adjusters and supervisors. I feel their advertising is misleading, their policies intentionally difficult to understand, and their claims services disingenuous. They cover, according to their web advertisement on ************ 'bad traffic' but don't cover trip cancellation.

Desired Settlement: I would love a refund of the tickets that I covered with them. They won't do it. But I wanted to complain about their misleading advertising, rude customer service, and tedious paperwork both in the policies itself, and in filing a claim. This is a very shoddy business that people need to know not to trust.

Business Response: Dear *** ******:
 
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.
 
Upon review of all of the named perils that are listed in the consumers insuring agreement, unfortunately, cancelation of event due to the host family unable to host the trip was not listed as a named peril in the insuring agreement.
 
I regret that we are unable to provide the consumer with a more favorable response. 
 
Sincerely,
 
******* ******
Claims Escalation Analyst

**** ******* *****
********* ******** *****
www.allianzassistance.com

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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,

***** *****

Consumer Response: I purchased this policy for trip cancellation.  The trip was cancelled.  They refuse to honor the policy, when their advertising does not go in to cancellation reasons.  I should have just said I got stuck in traffic, then they would have paid.  But because I said that the host family called off the trip, they said the trip should still have happened.  Why?  We decided to cancel it.  Cancelled trip = coverage.  

This is the second time I have used this company and I never will again.  They never pay claims. They are also condescending and rude when you deal with them.

7/16/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I had purchased travel cancellation insurance that I thought was through the airline. My father-in-law was at abiou tthe smae time as my trip was diagnosed with cancer. After many procedures it was decided that he would need to go on a weekly regiment of Chemo and would tehrefore need a ride there and back every week. Do to this diagonisis I was forced to cancel my trip. I then learned from the airline that the insurance was purchased through a 3rd party. I informed Global Allianz of the situation and was requitrred to fill out documentation which i did. after 2-3 weeks I notified by email that I would need to provide signed paperwork from my Father-In-Law's physician. I did so with great reluctantcy as my the physician has better things to do with his time then fill out a travel insurance claim form. I submitted the for and about 4 weekas later received a letter denying my claim for not having the foresight to know that I would be need to drive my father in law to chemo and back everyweek. I have purchased travel cancellation insirance before and had no issues when I had t cancvel in fact i wasn't required to fill out anything or have a physician fill out anything.

Desired Settlement: I believe the insurance company should refund the entire amounts of my airline tickets as that is what they were paid to do.

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the consumer.
 
Our insurance programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage. These terms were readily available in the booking path prior to purchase and also emailed to the consumer. The policy also included a 10 day satisfaction guarantee period which enables consumers to look over the policy and decide if it will meet their needs. If not, a request can be made for the full refund of the premium.
 
The consumers insuring agreement excluded coverage for any loss resulting directly or indirectly from an existing medical condition. These were defined as:
 
An illness or injury that you, a traveling companion or family
member were seeking or receiving treatment for or had symptoms of on
the day you purchased your plan, or at any time in the 120 days before
you purchased it.
You, a traveling companion or family member are considered to have
an existing medical condition if you, a traveling companion or
family member:
· saw or were advised to see a doctor
· had symptoms that would cause a prudent person to see a doctor
· were taking prescribed medication for the condition or the
symptoms, unless the condition or symptoms are effectively
controlled by the prescription, and the prescription hasn’t changed.
 
 
According to the medical documentation on file, the condition that caused the consumer’s loss was excluded from coverage as the condition was symptomatic and/or being treated during the 120 day exclusionary period.
 
At this time, my review indicates that we are unable to provide coverage for the consumer's loss and I regret that we are unable to provide the consumer with a more favorable response.
 
Sincerely,
 
******* ******
Claims Escalation Analyst

**** ******* *****
********* ******** *****
www.allianzassistance.com

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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.]

It would have been comletely impossible for us to have foreseen that a family member would need our assistance in going to and from Chemo appointments. While yes he had seen the Dr. prior the actaul diagnosis and treatment course of action weas not determinerd until after our trip was booked. We purchased insurance strictly in case spomething where to happen like this. We belived we were purchseing directly from the Airline not some 3rd party shisters. I had requested upon there first review for them to contact me which they didn't do. I provided ebery piece of documentation the asked for. If the language they proved you was indeed readily available it was not in plain site or easily accessible. This is not an insurance policy it is a scam. I suggest you take a look a some of the feedback regarding this company on line. It seems they deny every claim they get. With thier exclusions they can pretty much tie it to every circumstance under the sun. I will never purchase travel insurance again inless it is directly from a reputable company. It is my fault for not doing my homework on this account.

Regards,

***** ******

7/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hi,I faced the below issue with ******* and Allianz global assistance I booked a hotel through ******* website (on may 19th 2014) along with allianz global assistance policy ..in which policy shows that if you are laid-off/and other reasons they will refund full lodging money if we cancel in advance This is regarding to Global alliance travel policy no ********* I called to one of your representative on the same day which i booked(may 19th 2014) to cancel my hotel booking ($157.71 for hotel + $8.00 for hotel protection policy) and also to get full refund, since i got laid-off from the company, the Representative informed me that he cancelled my policylater on i received email saying that i got refunded only for $ 8.00 (actually i booked hotel + policy for $ 165.71) which states that they cancelled only policy and not the hotel lodging and then i got fed up and i called global assistance again and he said nothing can be done from their end ..... allianz is saying that since they cancelled the policy , they can't give refund of full amount , so i was forced to check with ******* ... and ******* says as per his policy no refund at all for any reason ...later on i was calling both allianz and ******* for almost 2-3 hours and nothing turn out ..******* is pointing allianz and allianz is pointing ******* ... but these guys are doing business togetherand one of your Representative from allianz told me to inquiry with hot-wire ...now ******** is asking me to check with global assistance ,since they can't refund my money pl let me know thanks

Desired Settlement: Hi,I faced the below issue with ******* and Allianz global assistance I booked a hotel through ******* website (on may 19th 2014) along with allianz global assistance policy ..in which policy shows that if you are laid-off/and other reasons they will refund full lodging money if we cancel in advance This is regarding to Global alliance travel policy no ********* I called to one of your representative on the same day which i booked(may 19th 2014) to cancel my hotel booking ($157.71 for hotel + $8.00 for hotel protection policy) and also to get full refund, since i got laid-off from the company, the Representative informed me that he cancelled my policylater on i received email saying that i got refunded only for $ 8.00 (actually i booked hotel + policy for $ 165.71) which states that they cancelled only policy and not the hotel lodging and then i got fed up and i called global assistance again and he said nothing can be done from their end ..... allianz is saying that since they cancell

Business Response: Dear *** *****:
 
Thank you for forwarding this matter to my attention. We apologize for any frustration the consumer may have endured.
 
I have listened to the phone call and during that phone call the consumer advised that he wanted to cancel the travel program and the reservation. The agent had the consumer confirm that he wanted to cancel the policy and confirmed the last four digits of the policy number. The consumer agreed. The agent advised that once the policy has been canceled a claim can not be filed and the consumer indicated he understood. The consumer was advised that the credit in the amount of $8.00 will be refunded by to the card.
 
The consumer then wanted to know who to talk to for the remaining amount and was then transferred to *******.
 
At this time I regret that we are unable to provide the consumer with a more favorable response.
 
Sincerely,
 
******* ******
****** ********** *******

**** ******* *****
********* ******** *****
*************************

7/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On April 1, 2014 I had to cancel a trip overseas due to the fact that my father-in-law, *** ***** xxxx required my care. He is a 90 year old WWII Pearl Harbor Vet. I am his ** ******** ******* *********. I purchased a trip cancellation policy from Allianz Global for a 2599.00 ticket. The trip cancellation policy stated that trip cancellation due to the need to care for a family member would be covered. I submitted the claim to Allianz but was denied. I then was told to file an appeal with necessary doctor documentation which I did. I have just learned that this appeal was also denied. I appealed the initial decision based on the following from their own coverage policy: the plan specifically stated that a family member not travelling with you requires your care and in a phone conversation with the Allianz office, I was asked to verify the claim with a doctor's note and that it might be successful. This morning, I phoned Allianz to find out the status of my appeal and was told it was denied! They are claiming that "preexisting medical conditions" were not covered! What 90 year old man DOESN'T have some kind of pre-existing medical condition? I asked the person "under what circumstances would you cover caring for a 90 year old?" The person could not answer this question. I asked to speak with a manager or complaint department and she said there was no such office. This insurance company is completely unethical and is engaging in very misleading advertising and their insurance policy is very deceptive. They had no intention of paying out anything from the get go. We would like our money back: 2599 was the cost of the ticket and we paid 168 for the insurance plan. We have also submitted a formal complaint to ****** ******** which partnered with Allianz for travel insurance coverage. They are investigating this company at this time. Please help look into this company's terrible business practice. They should be shut down! We have read many negative reviews about this firm.

Desired Settlement: We would like a total refund of the money we paid for the insurance policy: $168 plus the value of the airline ticket of $2599.00.

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the consumer.
 
Our insurance programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage. These terms were readily available in the booking path prior to purchase and also emailed to the consumer. The policy also included a 10 day satisfaction guarantee period which enables consumers to look over the policy and decide if it will meet their needs. If not, a request can be made for the full refund of the premium.
 
The consumers insuring agreement excluded coverage for any loss resulting directly or indirectly from an existing medical condition. These were defined as:
 
An illness or injury that you, a traveling companion or family
member were seeking or receiving treatment for or had symptoms of on
the day you purchased your plan, or at any time in the 120 days before
you purchased it.
You, a traveling companion or family member are considered to have
an existing medical condition if you, a traveling companion or
family member:
· saw or were advised to see a doctor
· had symptoms that would cause a prudent person to see a doctor
· were taking prescribed medication for the condition or the
symptoms, unless the condition or symptoms are effectively
controlled by the prescription, and the prescription hasn’t changed.
 
 
According to the medical documentation on file, the condition that caused the consumer’s loss was excluded from coverage as the condition was symptomatic and being treated during the 120 day exclusionary period.
 
At this time, my review indicates that we are unable to provide coverage for the consumer's loss and I regret that we are unable to provide the consumer with a more favorable response.
 
Sincerely,
 
******* ******
Claims Escalation Analyst

**** ******* *****
********* ******** *****
www.allianzassistance.com

Consumer Response: Better Business Bureau:

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

Pre-existing conditions is not the issue, the live -in health care provider moved out suddenly leaving me no choice but to cancel my trip as I am the other healthcare provider. We chose this insurance because it stated that if cancellation was to care for a family member needing my care, refer to page 6 section 2 under what certificate includes, it would be covered. This company has very deceptive adds and by reading the complaints online I feel there is no condition that they would cover. This company is stealing from the consumer in a way that makes ** ****** look like a Saint. At least ** ****** did not pretend not to be a crook! I would like this company to tell me a single case that WOULD be covered for a 90 year old.!

Regards,

****** *****

7/11/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Allianz is used by ****** travel. ****** approved my refund, but Allianz has held on to it for months and failed to communicate to me exactly what they need in a timely fashion. The nature of our medical problem is complicated, but Allianz refused to work with us. They still have my money.

Desired Settlement: I would like my money credited to my account.

Business Response: Dear *** ******:
 
Our records indicate that the consumer has been reimbursed for the nonrefundable trip expenses. We apologize for the delay. Whenever documentation is received, it is reviewed within 7 to 10 business days.  
 
Sincerely,
 
******* ******
Claims Escalation Analyst

**** ******* *****
********* ******** *****
www.allianzassistance.com

7/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received permission from my grandson's father (****** ****) to take him (******** ****) on a ****** ****** which I was paying for everything except his passport. Two weeks prior to the cruise I found out that he had no intentions of securing a passport for ********. Allianz was notified by my travel agent, ****** **** from ***** ****** *** ****** ***) and I received soon after that a denial of the claim because they said it was listed on the contract. This was unforseen, I was blindsided not to mention the disappointment my 9 yr old grandson experienced because of his selfish father. I have been in contact with Allianz May 28 & June 3 by email and they keep putting me off, first telling me in 10-12 business days they'll get back to me after they review it. Then I contacted them again after the 12 days now they are saying in 10 days they'll send me their decision. I keep getting the run around no one calls or emails me I have initiated every correspondence. With a abundance of single and divorced parents this could and may happen to someone else. I feel I should be refunded $328.00 that was paid for the cruise that he never went.

Desired Settlement: I paid $328.00 for ******** **** to go on the cruise and I feel I should be refunded that was the purpose of taking out the insurance never knowing I would be requesting at all.

Business Response:

Dear *** ******:
 
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.
 
While we understand the event was unforeseen, unfortunately, a child not being allowed to travel because of a parent refusing to obtain the child’s passport was not included among those reasons.
 
At this time, my review indicates that the proper decision was made and I regret that we are unable to provide the insured was a more favorable response. 
 
Sincerely,
 
******* ******
Claims Escalation Analyst
**** ******* *****
********* ******** *****
www.allianzassistance.com

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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,

****** ******

They never offered anything not even half. I paid for the insurance in good faith not realizing that I would have to use it. Even the airline (*********) gave me a credit for the amount I had paid for the air for ********. 

7/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought tickets for a ******* ****** 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 ********** ******* 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 **************, my name, my address, the date of the event and order number for the purchase which was ***********. I got an e-mail back from ********* ** 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 *** ******:
 
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: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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. ******* 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 ************ of their decision.

Regards,

******* ******

7/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: No resolution yet to trip insurance claim filed May 9. Issue was need to cancel vacation for medical reasons. I am an attorney, so I knew to read the contract. I know what documentation they needed. I faxed it in and waited the requisite 10 business days. No response. I contacted them, and they said they needed a different form from my doctor. So, I got their form filled out and resubmitted via email on May 27. Still no word, so I followed up with ****** ******** on June 3. He said they didn’t have the documents I emailed, so I emailed to his direct email. He confirmed he received the email. I waited another 10 business days and called again today. ******** ******* told me the documents weren’t received. I resent them to her direct email, and at 5:16pm tonight, she confirmed she received them. She told me to check back online in a few hours to be sure the documents were scanned into my file. I checked back online, and my claim status shows that information is needed and I see no way to check the documents in my file because their website says for my privacy, no documents will be shown. I just called and spoke with ***** who said their system is down and call back tomorrow. There has been no final resolution yet, so I will reserve final judgment, but I am disgusted with how I have been treated. I had to cancel a vacation I very much wanted to go on, for a medical condition which was serious enough I ended up having surgery about 2 weeks later. I paid for trip insurance for such an occurrence, submitted THREE TIMES the documents they needed, and should have had my money refunded a month ago. The delays are bad enough, but the changing stories by differently employees seriously harms their credibility.

Desired Settlement: Quit delaying and saying you don't have documents you received three times. Honor the claim and refund the price of the airline tickets I purchased through ******, as you agreed to do in the contract.

Business Response: Dear *** ******:
 
Our records indicate that the consumer has been reimbursed for the cost of the airline tickets. We apologize for the delay. Whenever documentation is received, it is reviewed within 7 to 10 business days.  
 
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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ***************************.

Regards,

**** ****

6/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 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 *** ******:
 
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: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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,

****** ****

6/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 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. ****** ******** 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 ****** ******** 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 airlines

Desired Settlement: our insurance with allanz global assistance states travel trip delay coverage $200.00 Trip **** *** ******* **** both senior citizens ages 81 and 80 years of age ** **** 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 *** ******:
 
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

6/27/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I rented a car through ******* and added $9.00/day insurance from Allianz for property damage. When I went to ***** (the company selected through *******), they did not have a car available. I had to take my own car which was not up to the trip. I contacted Allianz IMMEDIATELY when I returned home from out of town (the next day), and asked them not to process the payment inasmuch as the car was not available and there was no rental. Their response is that I was "too late." I couldn't get a refund. Their policy clearly states that it is refundable if notified "before the trip starts." Since I NEVER rented a car, there was no trip to start. I complied with their terms and now they are refusing to refund the amount even though NO rental was ever made. This is fraud and it is an unlawful use of my credit card. I used a company credit card, and now I am in jeopardy with my company, and this amount, if required to be paid, will come out of my pocket. This is a scam. The person I got the email from is "***** I." They don't even use their full names. The two emails (mine to them and their response) are attached if I am allowed to attach documents.

Desired Settlement: Immediate refund and a negative BBB rating or complaint status. Thank you so very much.

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention.
 
Our insurance programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage.
 
The consumer contacted the Customer Service Department after the travel dates on the policy had past; therefore, the agent was correct in advising that the request should have been made at the time the car could not be rented.
 
We are going to go ahead and issue a refund of the $18.00 premium as a one-time consideration to the consumer.
 
Sincerely,
 
******* ******
Claims Escalation Analyst
**** ******* *****
********* ******** *****
www.allianzassistance.com

6/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I enrolled in Allianz's insurance on a flight I had from Hethrow UK to Philadelphia, PA on April 18, 2014. I cancelled my flight this month (August 2013) 8 months in advance. When I called Allianz they told me I only had 10 days to cancel? This was not told to me when I contacted to them over the phone for this insurance and never received anything in writing or any form of contract?

Desired Settlement: Refund for a flight that is not going to happen. What are they insuring?

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention.
 
Please have the consumer provide a policy number so that we may address their concerns.
 
Sincerely,
 
******* ******
Claims Escalation Analyst

**** ******* *****
********* ******** *****
www.allianzassistance.com

6/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We had purchased insurance for our air travel arrangements for a trip to ******, arriving on May 19, 2014. On May 21, my husband became ill with a gastroenteritis. We called Allianz for help with a flight home. They told us that there was nothing that they could do for us and offered no assistance other than to tell us that we would need documentation from an MD to file a claim. Without their help, we were able to secure flights home the next day on May 22. MY husband called in MD on 5/23 the next morning. His physicians office said that they faxed the information to ALlianz that day..We sent other documentation requested for cost of flights, etc. After 10 days I called and was told that it had been denied because the form from the MD was not received until 5/27. The tour group , **** ****** offered to send documentation as well, but they were not intereseted when I called to protest the claim. I beleive they have missrepresented their product and did not fulfill their contract

Desired Settlement: I would like our air fare refunded as per the insurance that we purchased.

Business Response: Dear *** *****:
 
Thank you for forwarding this matter to my attention.
 
The consumers claim has been reviewed and payment has been issued for the fees the consumer incurred to change the tickets.
 
The consumer may contact the Claim Department at ************ to obtain an updated status.
 
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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID********, 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: ****************************

Regards,

***** **********



6/25/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Made reservations for San Francisco trip in August 2014 and purchased insurance, because reservation had a no cancellation or change clause. The insurance selection is located as one of the selections to pick for $22.74 (The insurance as listed on the confirmation page is called hotel protection) while completing the reservation information, but I found out that it's not. It what is called a bait and switch. Show you one thing and give you another. The reason for my cancellation was that my fiance had made reservations for a different hotel . I also found out that the hotel has been reported to have a bed bug infestation. This is what I mean by a bait and switch. I paid for the insurance assuming that it would cover the need if necessary to cancel., but speaking with **** *., (case# **********) and ***** (*****), it appears I will not get me money back. This is a rip off. ********* needs to remove that option from it's web page or be honest and inform customers that Allianz Global Assistance is not part of their organization. This company is ripping people off and ********** is part of the ripping people off and I will personally let all my friends know not to use your site for any of their travel needs..

Desired Settlement: I want my money back. The total was 591.12 ASAP

Business Response: Dear *** ******:
 
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.
 
Upon review of all of the named perils that are listed in the consumers insuring agreement, unfortunately, cancelation of your hotel room due reading reviews of a possible bed bug infestation and booking a room at a different hotel was not listed as a named peril in the insuring agreement.
 
I regret that we are unable to provide the consumer with a more favorable response. 
 
Sincerely,
 
******* ******
Claims Escalation Analyst
**** ******* *****
********* ******** *****
www.allianzassistance.com

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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,

**** ******

6/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: Refund of $55.06 or change of covered policy dates.

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention.
 
Our insurance programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage.
 
According to the policy, the claim was filed online and the following was put by the consumer as the reason “Starting new job 8/5/13. Per new employment contract, cannot take extended time off during first 16 weeks of employment. Had to cancel flight from Seattle to Orlando and re-schedule 9/21/13 - 9/28/13. Charged $150/ person to cancel flight reservations for a total of $300.  Would like to recuperate cancellation fees.”
 
The claim was filed correctly as the consumer filed for the cancelation fees. We were unable to provide coverage for the loss as it was not listed as a named peril in the consumers insuring agreement.
 
As a claim had already been filed, the policy could not be changed.
 
At this time, my review indicates that the proper decision was made and I regret that we are unable to provide the insured was a more favorable response. 
 
Sincerely,
 
******* ******
Claims Escalation Analyst
**** ******* *****
********* ******** *****
www.allianzassistance.com

Consumer Response: Better Business Bureau:

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

Regards,

****** ***********

6/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i purchased travel insurance through *******. I had an emergency and went to the hospital and had to cancel my trip due to increasing pain i was experiencing. Allianze travel insurance denied my claim even though there was a valid medical documentation. I spoke to a women named ***** and ***They have poor customer service and offered no help at all. Product_Or_Service: may 3

Desired Settlement: DesiredSettlementID: Refund full reund 158.30

Business Response: *** ******:

Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the consumer.
 
Our insurance, like any other insurance had terms, conditions and exclusions that impact coverage. Specifically excluded from coverage was any loss arising directly or indirectly from an existing medical condition. These were defined as:
 
            An illness or injury that you, a traveling companion or family
            member were seeking or receiving treatment for or had symptoms of on
            the day you purchased your plan, or at any time in the 120 days before
            you purchased it.

            You, a traveling companion or family member are considered to have
            an existing medical condition if you, a traveling companion or
            family member:
            · saw or were advised to see a doctor
            · had symptoms that would cause a prudent person to see a doctor
            · were taking prescribed medication for the condition or the
            symptoms, unless the condition or symptoms are effectively
            controlled by the prescription, and the prescription hasn’t changed.
 
The medical documentation on file indicates that the onset of the condition was the same date as the purchase of the policy. As the insuring agreement excluded coverage for these conditions, I regret that we are unable to overturn the denial of the claim.
 
 
Sincerely,
******* ******
Claims Escalation Analyst
**** ******* *****
********* ******** *****
www.allianzassistance.com

Consumer Response: I had increasing pain and was not able to complete my travels. At time of purchase, I had no pain. I purchased insurance and expect a full refund.

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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,

****** *******

6/19/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a travel package through ****** to Grand Cayman Island. Their website always promotes buying trip insurance to protect your investment. Since this trip required a sizable investment I purchased the trip insurance. Because of mechanical problems with the ******** ******** plane we missed out on one day of our vacation. However, since this was a prepaid package the resort would not refund the money for the unused room and resort fee that amounted to about $350. Therefore I filed a claim with the travel insurance company since I was led to believe that this is exactly what the insurance was for. On March 6, 2014 I received a letter from the insurance company denying my claim. The letter said "Prepaid expenses are not covered as part of the policy". I was unaware that any airline would let me fly without prepaying the expense. The same is true for travel packages sold by ****** and other travel services. I guess I am confused as to why a company could sell a product that would never have to pay a claim. I feel that I have been scammed by this company.

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention.
 
Please have the consumer provide a claim or policy number so that we may address their concerns.
 
Sincerely,
 
******* ******
Claims Escalation Analyst
**** ******* *****
********* ******** *****
www.allianzassistance.com

Consumer Response: Better Business Bureau:

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

The policy number is **********

Regards,

******* ******

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the consumer.
 
According to the consumers claim documentation, the cause of loss was due to an event that fell under the benefit of Travel Delay. The Travel Delay benefit provides reimbursement for additional accommodations and transportation expenses you incur while you are delayed. It does not provide reimbursement for pre-paid expenses. Pre-paid expenses are covered under the Trip Cancelation and Trip Interruption benefit. As the loss did not meet the terms of those benefits, we processed the claim under the appropriate benefit of Travel Delay.
 
The consumer claimed expenses that were pre-paid; therefore, we were not able to honor the claim.
 
At this time I regret that we are unable to provide the consumer with a more favorable response.
 
Sincerely,
 
******* ******
Claims Escalation Analyst
**** ******* *****
********* ******** *****
www.allianzassistance.com

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 
I still look at this as a scam.  Any one purchasing a travel package which includes air and lodging like I purchased from ****** must pay for the trip in advance.  Using the insurance company's logic they will never have to pay a claim since all expenses were prepaid.  Does not seem legal to me.

Regards,

******* ******

6/18/2014 Problems with Product/Service | Complaint Details Unavailable
6/12/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased travel insurance from Allianz through ***** for my families travel to Jamaica the last week in December, 2013. One of our bags was taken by another traveler at the airport in Jamaica, therefore, we needed to purchase cooler clothes for our son since we were dressed for winter weather, having flown from Des Moines, IA. We purchased swim trunks and a shirt (receipts I submitted with our original claim for $88.55 on 1/6/2014). Our luggage was then found destroyed when we arrived back home. I also filed a claim for the damaged luggage $500.00 as stated on my policy for baggage coverage. I am going on 4 mos. without getting payment from my claim filed 1/2014. I have responded to the ongoing requests for verification, which have become impossible to satisfy. I have send verification from ***** detailing my luggage loss/damage. I am expecting $788.55 - $500 for baggage coverage, $200.00 baggage delay & $88.55 for replaced clothing.

Desired Settlement: $788.55 - $500.00 baggage coverage, $200.00 baggage delay coverage (as stated on the front page of my policy) and $88.55 for replaced clothing.

Business Response: Dear *** ******,
 
Thank you for bringing this matter to my attention.

Our insurance, like any other insurance, had terms, conditions and exclusions that impact coverage. Specifically included in those terms were the following:
 
Lost, damaged or stolen baggage
 
            Your baggage is lost, damaged or stolen while you’re traveling.
 
            Specific requirements (all must apply)
            · You take reasonable steps to keep your baggage safe and intact,
            and to recover it.
 
            · You file a report giving a description of the property and its value
            with the appropriate local authorities, common carrier, hotel or tour
            operator within 24 hours of the loss.
 
Baggage Delay
 
            A common carrier, hotel or tour operator delays your baggage for 24
            hours or more.
            Specific requirement
            · You report the loss and file a claim with the common carrier, hotel
              or tour operator.
 

As we are secondary to the common carrier for Lost or Stolen baggage, we are still in need of the claim determination from them for the damaged luggage. We are unable to issue reimbursement for the baggage delay claim without this document.
 
In relation to the delayed luggage and the expense of $*****, we have gone ahead and issued reimbursement for this expense as the airline did indicate that the luggage was switched. The consumer is only eligible for $***** of this baggage delay expense and not an additional $******, as this benefit does not pay out due to inconvenience; you have to actually incur the expenses.

At this time, the claim is for the damage is still pending as we are not able to finalize it without the airline finalizing their claim first.
 
 
Thank you,
 
******* ******
Claims Escalation Analyst

Consumer Response: Better Business Bureau:

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

[I emailed my luggage damage response from ***** dated January 18, 2014]

Regards,

****** *********

Business Response: Dear *** ******:

We are in receipt of a copy of the reimbursement from the airline that was received by the consumer.

According to the claim documentation, the consumer claimed the full amount of baggage coverage for the suitcase that was damaged. As indicated in the previous communication, the benefit does not just pay out the maximum amount of the benefit. We would need to know the approximate cost of the luggage itself along with the make and model type.
 
Thank you,
******* ******
Claims Escalation Analyst
Allianz Global Assistance

6/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a travel insurance policy through my travel agency's link to Allianz. Due to health issues with my mother that arose prior to our departure date, we were forced to cancel the flights and the cruise we were planning. I submitted documentation per Allianz' guidelines. Each and every time I submit ANY documentation, Allianz took the full "up to 10 days (it should state business days, since they are a 24/7 agency to handle claims or issues that arise) After several attempts and talking directly with representatives, they were finally satisfied I had submitted all required documentation. I finally saw that the claim was paid. NOT for the total amount between what was filed and what reimbursements had been made. I have requested an complete explanation and break down of the claim pay out details, yet well past their own assigned deadline of responding within 48 hours, I have yet to hear back from Allianz. Then, for some reason, even though I bought and paid for the policy, the air fares and part of the cruise, I now see a status update showing they made the check out to my mother. (Whom does not live at my address)

Desired Settlement: I would like the legitimate claims that I filed be paid. Not just a portion.

Business Response: Dear *** ******:
 
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.
 
The consumer’s insurance policy insures the person(s) listed on the letter of confirmation, and not the person who paid for the insurance and/or trip expenses. By law, we reimburse the insured(s), which in this case, the consumer and his mother. For this reason, two separate checks were issued in that exact manner.
 
Upon review of the claim, the consumer was reimbursed the actual loss of his travel expense as indicated in the claim documentation by the travel suppliers. 
 

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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ***************************.

Regards,

***** *******

6/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought on february 23 or 24,2014. only 2 tickets for a circus event in Beaumont Texas for March 05,2014. My husband and I drove to Beaumont from Houston where we have an apartment and just when we was parking the car, we received a phone call about an emergency, so with confidence that I bought the insurance for the tickets, we decided to drive home to get the passport and because we have a dog in Houston, then we drove back to Houston. We spent almost all night driving, from Beaumont to San Antonio and then to Houston.Finally I flew from Houston on March 6, and I took care of the family emergency.I submitted the copy of travel plans and the unused circus tickets to the insurance company by fax on March 27,2014.I called insurance company and they told me to wait, because the were reviewing my case.There is no update and not acceptance that they received the forms in the system even though the customer assistance told me they have them.How long do I need to wait to get my refund?I don't have to submit more paperwork, because I prove them I left the country.

Desired Settlement: I need my refund as soon as possible.

Business Response: Dear *** ******: 
 
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.

Currently, the consumers claim is pending for a completed Physician Statement form and proof of payment for the event tickets.  Our records indicate that we have reached out to the insured and advised of this documentation that was needed to finalize the claim. Currently, we do not have the documentation on file.  Without this documentation we are unable to complete our review of the consumers claim.

Sincerely,
 
******* ******
Claims Escalation Analyst
Allianz Global Assistance

Consumer Response: Better Business Bureau:

 The business have not send me an offer yet in reference to complaint ID ********, 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.]The business have not send me an offer yet, I am submitting more documentation to the business today 5/16/2014.

Regards,

****** *******

Business Response: *** ******,

According to our records, this claim was paid on May 28th after all necessary documenation was received.

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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ***************************.

Regards,

****** *******

6/9/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: When you purchase a ******* flight you can purchase travel insurance. The advertise what this covers but they don't send you the fine print until after you purchase the policy. I recently purchased it on two flights from San Diego to Chicago. Unfortunately, my fiance and my self were laid off and had to relocate to TN before we could make our trip. I tried to submit a claim after two months of sending them paperwork and documentation more then once and multiple follow ups and frustrating phone calls with the worst customer service they said we don't qualify.... WHAT!!! I told them on the very first phone call the reason for our claim and they said we qualified because we were laid off. The time I have spent trying to get my money back is horrible I could have made it another way. ******* and Allianz Global are criminals and they kicked us when were down.

Desired Settlement: I would like the amount promised in our policy that was bought refunded, and an apology.

Business Response: Dear *** ******:
 
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 on 01/25/2014 at 11:16AM 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 consumers insuring agreement provided coverage for the following:
 
            You or a traveling companion is terminated or laid off from a company
            after your plan’s effective date.
            Specific requirements: (all must apply)
            · The termination or layoff isn’t your fault; and
            · You worked for this employer for at least three continuous years.
 
The consumer was not employed with this employer for three continuous years.
 
At this time, my review indicates that the proper decision was made and I regret that we are unable to provide the consumer with a more favorable response.  
 
Sincerely,
 
******* ******
Claims Escalation Analyst
**** ******* *****
********* ******** *****
www.allianzassistance.com

Consumer Response: Better Business Bureau:

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

We were both lost our jobs and I was with my company for more then three years and I was the purchaser of the tickets !!!!

Regards,

******* ******

6/5/2014 Problems with Product/Service | Complaint Details Unavailable
6/5/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased travel insurance CLAIM # **********. I purchased a ticket for my nephew flying from *** ******** ***** ** ****** ** for April 11, 2014. The plane was delayed 3 seperate times due to safety concerns. My nephew was unable to make the trip due to the time allotment as he needed to be back in Texas April 14, 2014. I submitted a claim for the price of the ticket amount 317.00 under the trip disruption claim. I faxed Global Allianz the receipt of the paid ticket. I had to email and call several times for them to follow up on this matter. On May 12, 2014 I received an email stating they could not honor a claim when they didn't have proof of the expense. I have faxed proof and have a seperate email where they admit that they are in receipt of it. They simply do not want to pay for the reimbursement. I do not look forward to submitting this claim as it was a very sad event in my family's life for my nephew to miss this sacred/religious/milestone event.

Desired Settlement: I want my $317.00 ticket refunded.

Business Response:

Dear *** ******
 
Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the consumer.
 
According to the claim documentation, the consumer filed a claim under the Travel Delay benefit which provided coverage for additional transportation and accommodation expenses while you are delayed. For this reason our Claim Department pended the claim for necessary receipts of these expenses.  
 
As it was just communicated that the claim is for the cost of the ticket I have changed the type of claim to Trip Cancelation. This benefit provided coverage for the following under flight cancelations by the airline:
 
                Your airline, cruise line, or tour operator or travel supplier stops offering
                all services for at least 24 consecutive hours where you’re departing,
                arriving or making a connection because of:
                · a natural disaster; or
                · severe weather.
 
According to the consumer’s complaint, the cause of loss was not due to weather that caused the airline to stop offering all services for 24 consecutive hours. Due to this reason, we are unable to honor the claim for reimbursement of the ticket cost.
 
If the consumer wishes to pursue a claim for the taxi ride under the Travel Delay benefit he may do so by submitting a copy of the receipt for this expense.

At this time I regret that we are unable to provide the consumer with a more favorable response.
 
Sincerely,
 ******* ****** ****** ********** ******* **** ******* ***** ********* ******** ***** *************************

6/4/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased travel insurance for trip because fiancee's mother is ill. The ad states Travel With Confidence It's Ok. You're Covered. Why Trip Protection? Get it for: Travel cancellation or interruption coverage. What they don't tell you is all the hoops you have to go through in order to have a chance of traveling with confidence. Really I will need a dr's note from her Dr? It's okay you are covered is their headline, but they don't inform you that it's not guaranteed and everything you have to go through to try to get a refund. I truly believe this is false advertisement and I will make sure I tell everyone I know what happened and warn them.

Desired Settlement: I want the insurance that was suppose to make me confident in my travel

Business Response: Dear *** ******:
 
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 on 01/05/2014 at 9:09AM 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
 
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 consumer may contact the Claim Department at ************ if he wishes to proceed with the claim process.  

Sincerely,
 
******* ******
Claims Escalation Analyst
**** ******* *****
********* ******** *****
www.allianzassistance.com 

6/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I extended a trip to take care of my son who was recovering from chemotherapy treatments. I had purchased trip protection in case I needed to extend. I purchased trip protection in case I would need to extend a trip to take care of my son recovering from chemotherapy treatments. I did need to extend as his side effects made him to ill to drive or manage on his own. When I extended my trip $450 charge I was told my Allianz this would be covered. However they wanted documentation from my son's doctor stating his treatment. I do not accept they need this kind of private information. I filled out all of the other documents they requested and a letter of explanation and they denied the claim. The trip protection should cover the issue of me extending for family reason, period.

Desired Settlement: Reimbursement for the flight extension only of $434.70 which is what the trip protection should cover.

Business Response: Dear Ms. *******:
 
Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the consumer.
 
Our insurance programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage. These terms were readily available in the booking path prior to purchase and also emailed to the consumer. The policy also included a 10 day satisfaction guarantee period which enables consumers to look over the policy and decide if it will meet their needs. If not, a request can be made for the full refund of the premium.
 
The consumers insuring agreement excluded coverage for any loss resulting directly or indirectly from an existing medical condition. These were defined as:
 
            An illness or injury that you, a traveling companion or family
            member were seeking or receiving treatment for or had symptoms of on
            the day you purchased your plan, or at any time in the 120 days before
            you purchased it.
            You, a traveling companion or family member are considered to have
            an existing medical condition if you, a traveling companion or
            family member:
            · saw or were advised to see a doctor
            · had symptoms that would cause a prudent person to see a doctor
            · were taking prescribed medication for the condition or the
            symptoms, unless the condition or symptoms are effectively
            controlled by the prescription, and the prescription hasn’t changed.
 
According to the claim forms filled out by the consumer on file, the condition that caused the consumer’s loss was excluded from coverage as the condition was symptomatic and being treated during the 120 day exclusionary period.
 
At this time, my review indicates that we are unable to provide coverage for the consumer's loss and I regret that we are unable to provide the consumer with a more favorable response. The consumer should receive a letter confirming the decision within the next 5 to 7 business days.  
 

Sincerely,
 
******* ******
Claims Escalation Analyst
9950 Mayland Drive
Richmond, Virginia 23233
www.allianzassistance.com

Consumer Response: Better Business Bureau:

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

I can't believe they do not stand behind their insurance product. I was taking care of my Son going through Chemotherapy treatments that started October 27, 2013 and completed December 23, 2013. The treatments did not even span 90 days nor was this requested 90 days after the process. I submitted my request for reimbursement per the terms of the insurance by January 10, 2014. How they cannot see that taking care of a loved one does not comply with their terms is absolutely absurd. Also it should not be required that my son's doctor provide personal and confidential patient information. I was taking care of my Son, period end of story.

Both of the following reasons apply which is part of their insurance coverage, supposedly.
An illness or injury that you, a traveling companion or family
            member were seeking or receiving treatment for or had symptoms of on
            the day you purchased your plan, or at any time in the 120 days before
            you purchased it.
            You, a traveling companion or family member are considered to have
            an existing medical condition if you, a traveling companion or
            family member:

I would hope that you can see the issue here and be able to get them to see the issue as well for reimbursement. If there is additional information you require please advise. However I am not satisfied with their response and still seek full reimbursement.

Regards,

**** ******




6/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a travel insurance plan from this company when it was called Access America back in 2010 for $130. This was for the Basics Plan. The date of purchase was 10/1/10. I was suppose to travel to Sydney, Australia to see the rock group, Bon Jovi, perform in concert. I didn't go because my cousin passed away, prior to the trip. The travel dates were 12/14/10 to 12/19/10. The trip was through ******* ***** in New York and the package was for $1,974. That isn't including the airline tickets. I had flights on ** *** and ****** for a total of $1,879. Total expenses, $3,853. I never did receive a penny back from either company when I canceled this trip. My claim was denied in October of 2010. I tried to get the $1,974 portion of the trip from ******* ***** but received nothing. I really never did understand why. What is the purpose of having travel insurance, if you can't get your money back when you cancel the trip because of that reason. I also suffer from anxiety and depression and was taking ******* and ******* during that time. I really think that I was cheated out of a lot of money. Also, had to purchase a passport to travel. I have been trying for years to recover the funds. I filed a complaint about ******* ***** in the passed. The trip was listed on the *************** website. I contacted them too, and didn't accomplish anything.

Desired Settlement: Would really like my $3,853 back. A minimum of $130, because I feel that this company did absolutely nothing for me. I paid for a service that I never did receive.

Business Response: Dear Ms. ********:
 
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 cousin 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
9950 Mayland Drive
Richmond, Virginia 23233
www.allianzassistance.com

6/3/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: *****.com a travel booking company partners with Allianz.com to provide "travel insurance". They don't say what is covered online. Most people by insurance so that if their travel plans change they can either cancel or change their flight plans. Those conditions are NOT covered by the insurance. This is a SCAM.

Desired Settlement: I want my money back for the insurance policy and my flight.

Business Response: Dear Ms.******:
 
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 05/08/2014 at 6:53PM EDT. 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 consumer’s loss. The consumer opted not to file a claim.
 
I regret that we were unable to provide the consumer with a more favorable response. The consumer may still contact the Customer Service Department to inquire about a refund of the premium.
 
Sincerely,
 
******* ******
Claims Escalation Analyst
9950 Mayland Drive
Richmond, Virginia 23233
www.allianzassistance.com

6/3/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I booked a flight to Seattle for my wife through ** ******* because I was working there on a project, on the ** ******* 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.******:
 
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

6/2/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased travel insurance for an upcoming flight because it was for a wedding. Sadly, I have been left with tickets out of town when weddings were canceled. Something on Allianz website caught my eye and I thought it was just the answer, "Life throws curveballs.You've planned every detail of your family's long-awaited trip to ****** *****, and then you get laid off. Or your daughter gets pneumonia. Or you are directly involved in a car accident on the way to the airport. Even the best-planned trips may have to be cancelled last minute because of unforeseen circumstances. The Essential travel insurance plan can provide reimbursement for non-refundable trip payments and deposits in case of trip cancellation. Reasons include the covered serious illness or injury of a family member or travel companion, as well as employer termination, military obligations and jury duty." It does not say under their life will throw you curveballs section that these are the only reasons that one can receive a refund. What is most frustrating is that the reason they will reimburse you are no different from what the airline will do, however they don't charge a fee. They just refund the money. I feel lied to and stolen from and I want my money back.

Desired Settlement: Total refund for travel insurance (2 tickets) and $125 airline cancellation fee.

Business Response: Dear *** *****:
 
Thank you for forwarding this matter to my attention.
 
Please have the consumer provide a claim or policy number so that we may address their concerns.
 
Sincerely,
 
******* ****** ****** ********** *******
**** ******* ***** ********* ******** ***** *************************  

Business Response: Dear*** ******:
 
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 on 01/16/2014 at 10:12AM 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.
 
Upon review of all of the named perils that are listed in the consumers insuring agreement, unfortunately, cancelation of a wedding was not listed.
 
I regret that we are unable to provide the consumer with a more favorable response.  
 
Sincerely,
 

******* ****** ****** ********** ******* **** ******* ***** ********* ******** ***** *************************

Consumer Response: Better Business Bureau:

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

I reject that a company can sell a policy that has no value.  The airline covers the exact same situations with full refund or trip credit.  It is outrageous that their website can sell one thing and the fine print negate it.  This company should reverse their advertising, and make this crystal clear when someone purchases it, or stop selling this product which is useless and nonrefundable!  Shame on you!

Regards,
***** ***************




6/2/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I first contacted Allianz Global Assistance since they were the insurance provider on the insurance we had to cover our plan fare in case of an emergency Etc. In March. I had contacted Allianz Global Assistance to tell them we could not go on our flight, due to being laid off work. I was given a Claim number: ********** I filled out all the paperwork the had asked of me. sent it in. Contacted them again April 6 2014 no response. they sent me an email dated April 7,2014 attached, I got all the paper work they needed sent it back in, No response. Contacted them again April 15, 2014. I got all the paper work they needed sent it back in. No response. Contacted them again May 1 2014. I got all the paper work they needed sent it back in, No response. my wife called May 13,2014 spoke with *******. then on may 16, spoke with ******. no resolution. My wife has also spoken with ********, *****, and *****. last week they told my wife it would be another 10 days. when this is what we were told in March. My wife told them no way if we did not have an answer we were turning them into the Better Business Bureau. They said give us till Monday and we will have you an answer. today comes and they say claim denied, I had to be on the job three years. What a load of garbage. we have never heard this before. no one has ever said it. I feel we have been taken advantage of a a scam to get people to get insurance and then get denied. We want the refund that is due us. we have complied with everything they have asked us to do and we have been given the run around.

Desired Settlement: refund in amount of $ 667.00

Business Response: Dear *** ******:
 
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 on 01/07/2014 at 2:11PM 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 consumers insuring agreement provided coverage for the following:
 
            You or a traveling companion is terminated or laid off from a company
            after your plan’s effective date.
            Specific requirements: (all must apply)
            · The termination or layoff isn’t your fault; and
            · You worked for this employer for at least three continuous years.
 
The consumer was not employed with this employer for three continuous years. We were unable to finalize the claim without verification of the length of employment, which was the cause of the delay. We received this document on May 2nd and the claim was finalized on the 10th business day, May 16th.


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

Sincerely,
 
******* ******
Claims Escalation Analyst
**** ******* *****
********* ******** *****
*************************

Consumer Response: Better Business Bureau:

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

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

Regards,

****** ***********

This is a load of garbage. There was no details on the site when insurance was paid for. If at the time we paid for this insurance. if there were any of this onj the site we would never have paid for it. If this is the case then why did alliance give us such a run around. saying at the first time of contact it would take ten days. It has taken 3 monts and only got a decision once we told them we were going to make a complaint with the better business bureau. I believe they do this to people to make them give up on the claim cause frustration and deny the claim. This claim was denied because we had enough and told them we were going to make the complaint.

I am applauded at the way this has been handled. I will make sure I continue this whether here or another venue. This was wrong and they know it.

6/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On January 23, 2014, I received a phone call from the Assistant District Attorney, ***** ****** to tell me a Subpoena had been mailed for me to appear as a witness in ******** ** for a court date scheduled for February 10, 2014. On that date the 23rd I purchased a round trip plane ticket for 2/8/2014 to 2/15/2014 on ******** ******** and 'Trip Insurance' through Allianz Global Assistance on the AA website. On February 3 I received another telephone call from *** ****** stating the defendant had reached a plea agreement and my subpoena was void. I did not need to appear. I contacted ******** ******** to cancel my ticket and Allianz to notify them I would need to file a claim. Allianz sent the PDF of their 'Policy Manual' along with forms to fill out online and return to them. I was then contacted by *** ****** instructing me that I needed to travel to Decatur for the defendant's restitution hearing on April 9th. I purchased another ticket from ******** and traveled there from the dates 4/4/2014 to 4/19/2014. I have returned from that trip to find a letter in the mail from Allianz stating they 'cannot provide benefits' because, "As your insuring agreement indicated, this is a named perils travel insurance program, which means it covers only the specific situations, events and losses included in this document, and only under the conditions we describe. Unfortunately, a schedule change or no longer needing to appear in court is not included among those reasons". I called Allianz today and spoke with '********' and together we read the policy over the phone. This is what their policy states: "LEGAL Jury Duty or Court-Ordered Appearance You're summoned by a court order or subpoena to serve on a jury or appear in court." That is All. Nothing more. I purchased the ticket BECAUSE I received a subpoena. Now they don't want to honor their policy.

Desired Settlement: I want Allianz to honor their policy and refund the cost of my ticket which cost $408.00.

Business Response: Dear *** ******:
 
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 particular, the coverage provided reimbursement if you’re summoned by a court order or subpoena to serve on a jury or appear in court.
 
The cause of cancelation was that there was no need for the consumer to travel as the case had been settled. The consumers insuring agreement did not list having a court date canceled as a named peril.

Coverage is designed to provide reimbursement for trip expenses that were paid for and later had to be canceled because the consumer received a subpoena to appear in court which would interfere with the scheduled trip.
 
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
**** ******* *****
********* ******** *****
*************************

Consumer Response: Better Business Bureau:

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

This is the policy Allianz emailed to me when I purchased the insurance. On Page 6 under 'Legal' there is one sentence regarding receiving a subpoena for jury duty. It does not specify ANYWHERE that this applies ONLY if one has 'already purchased a ticket and cannot travel because they received a subpoena'. That was the response given me by Allianz for refusing to honor their policy.

Apparently Allianz has TWO different policy manuals; one for the consumer and one for their corporate lawyers. The only rules they follow are the ones not specified in the Policy they provide to their customers.

I want Allianz to show me WHERE in their Policy the lengthy language is located that IS the rhetoric sent in their last email message.


Regards,

********* **************

5/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased airline tickets through ***** ******* who offered this travel insurance. We were traveling for my husband to have surgery. The surgery was cancelled as a result of him being too sick right before and upon filing the claim were informed that because the travel for FOR SURGERY they did not cover it. Upon purchasing this insurance there was nowhere where it stated that if the flight was for medical reasons they would not cover the cancellation and reimburse. Only AFTER were we informed about this. Contacted ***** ******* who only offers their service and does not handle customer service for Allianz. Actually you do not even get the whole policy until you purchase it and therefore I believe it is FALSE ADVERTISING and therefore leads people to BELIEVE they have coverage when in fact they do not.

Desired Settlement: I wish to have Allianz Global Assistance reimburse us for those plane tickets as promised originally when purchased as Travel Insurance. I do not mind paying for the insurance, I just want them to hold up their end of the bargain as stated upon purchasing.

Business Response: Dear *** *****:
 
Thank you for bringing this matter to my attention. I apologize for any frustration the claims process may have caused the consumer.
 
Our insurance, like any other insurance, had terms, conditions and exclusions that impact coverage. These terms were readily available for review prior to the purchase in the booking path and also emailed to the consumer. We show no error in that submission. The policy also came with a 10 day satisfaction guarantee period in which the consumer could have canceled after review of the terms if he/she felt as though the policy did not meet their needs.

The insuring agreement provided coverage for trips taken by the consumer. Trip was defined in the consumer’s agreement 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.

My review shows that the proper decision was made and I regret that we are unable to provide the consumer with a more favorable response.
 
******* ****** ****** ********** ******* ******* ****** **********

Consumer Response: Better Business Bureau:

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

Basically, contacting you only served to continue this horrible experience!!  Basically they can say whatever they want and of course I read the entire HUGE booklet emailed and read every line to confirm that I had "trip insurance" which I purchased. (I am totally joking) they MISLEAD you into thinking you are purchasing insurance and if your trip is cancelled you get it reimbursed.  On the website it does not say ANYTHING about medical reasons, that you get after purchasing and reading an entire huge booklet which I can guarantee you no one reads because they believe they got something as stated on the website.  Either way, I have no recourse and this has been a learning experience to NEVER use ***** ******* again as a website as they do not stand behind their vendors and to NEVER purchase trip insurance again!!  

Regards,
****** ******




5/27/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: To Whom It May Concern, ( email directed to Allianz Global Assistance) I'm very dissapointed in the protection policy you presented to cover unexpected changes in the travel planning of my mother to come visit. As all the little legal loopholds that your resorted to in order to deny a legitimate claim we filed because of medical reasons.Were not fully explained in the detail necessary when you sold us the initial policy. We basically threw away our money for nothing. As you had no intention to pay out. As a customer I feel discrimanted againt and abused by your small print legal mumbo jumbo, and I believe there are lots of customers that feel the same and don't say or express their voice like I'm doing now. At this point I consider that the Business affairs should look up closely how you people operate business taking advantage of customers and filling your pocket with easy money that for us as a person like myself takes lots of work effort to make it. Its funny all these little technicalities that you are hidding behind now to deny this claim were never explained or mentioned up front when you explained the policy that you were trying to sell us. I consider that very unprofessional, dishonest and questionable business practices. I intend to see if the Better Business Bureau shares the same opinion of you as I intend to report this incident to them. My experience with you was the worst customer service representation that I have ever incountered with a business of your supposed reputation. I don't think that your company possesses the honor or integrity to truly represent the services that you offered, beginning with the very rude customer representative that I spoke with when I called and I was advised about the denial of the claim. Overall this was a very unplasant experience, wasting my time,my money and my doctor's time completing your dumb forms that you have no intentions of approving anyway. Nice little money grabbing scheme you have going on here.

Desired Settlement: There were not up front open and honest about the exclusion policies when they represented it in the sales pitch when we told them the exact reason why we wanted to purchase it, being that our visiting mother may have to extend her stay because of upcoming medical procedure, they asure us that this was a good policy under the circumstances. So we did purchase it, and afterwords they denied the claim because they said that It was a pre-existing medical condition. That was an out rite lie, and total misrepresentation. We want the expenses we paid both for the policy and the cost to change her tickeets reimbursed, because of this misrepresentation.

Business Response: Dear *** ******:
 
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 shortly thereafter. We show no error in that submission. The policy also came with a 10 day satisfaction guarantee period in which the consumer could have canceled after review of the terms if she felt as though the policy did not meet her needs.

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

My review shows that the proper decision was made and I regret that we are unable to provide the consumer with a more favorable response.

Thank you, 
 
******* ******
Claims Escalation Analyst
Allianz Global Assistance

Consumer Response: Better Business Bureau:

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

Hi sorry I missed the previous email, however nothing has been resolved with the company, they didn't even bother to contact me. At this point I still have no resolution to the dispute.
Thank you

****** ** *******

5/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: purchased a hotel stay along with travel insurance. venue of camp my son was attending changed to a location 1 1/2 hours away. thought travel insurance covered trip cancellation. ******* asked me to contact allianz to file a claim. i filed a claim and the claim was denied b/c change of venue is not seen as insurable method. apparently it has to be health or natural disaster elated. although a filed claim for two additional trip cancellations and both were accepted and fully refunded under what & why i purchased insurance. i contacted ******* for help they told me to take it up with allianz and a i spoke to 9(2) supervisors with no help, offer of full refund or partial refund...they simply said they could not help b/c insurance doesn't cover that. so now i am out $150.00 and a hotel 2 night stay was purchased which is not being used. who got ripped off here. they make money off me and i'm left paying for something i am not using

Desired Settlement: full refund of $150.27 due to purchase of insurance and the denial of claim due to a cancellation of hotel room

Business Response: Dear *** *****:
 
Thank you for bringing this matter to my attention. I apologize for any frustration the claims process may have caused the consumer.
 
Our insurance, like any other insurance, had terms, conditions and exclusions that impact coverage. These terms were readily available for review prior to the purchase in the booking path and also emailed to the consumer. We show no error in that submission. The policy also came with a 10 day satisfaction guarantee period in which the consumer could have canceled after review of the terms if he felt as though the policy did not meet his needs.

Unfortunately, the cause of loss was not listed as a named peril in the insuring agreement.

My review shows that the proper decision was made and I regret that we are unable to provide the consumer with a more favorable response.
 
******* ******
****** ********** *******
Allianz Global Assistance

5/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I would like the travel reimbursal I should have received in January. After the length of time and amount of effort wasted I would also like a refund of the $80.52 I paid for the travel insurance. Total is $1,246.32.

Business Response: Dear *** ******:
 
Thank you for bringing this matter to my attention. I apologize for any frustration the claims process may have caused the consumer.
 
Our insurance, like any other insurance, had terms, conditions and exclusions that impact coverage. These terms were readily available for review prior to the purchase in the booking path and also emailed to the consumer. We show no error in that submission.

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

Sincerely,
 
******* ******
Claims Escalation Analyst
Allianz Global Assistance

Consumer Response: Better Business Bureau:

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

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

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


Regards,

***** ******

5/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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 ***** ********. 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 *** ******:
 
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.

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ***************************.

Regards,

******* ****

Business Response: Dear *** ******:
 
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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ***************************.

Regards,

******* ****

5/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: REFUND

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

Thank you,

******* ****** ****** ********** *******

Consumer Response: Better Business Bureau:

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

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

Regards,

******** *******

Dear ******: The above complaint number against Allianz
Global Assistance, has not been resolved. I have not received my refund.

******* *****

***********

5/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The company is a travel insurance company that clearly states in their policy that a lay off from a company of 3 years or more will qualify for travel insurance and expenses will be covered. However, the company failed to acknowledge this and they denied my claim as stating "Simply having to work does not meet criteria". However, I provided them proof that I am being laid off from ****** effective May 30th 2014 and provided them an offer letter from ***** that shows a rehire date. By being laid off all my planed vacation time is cancelled and voided and although being employed via *****, it is considered a layoff from ****** and being hired by ***** is changing my schedule and the company refuses to honor their policy.

Desired Settlement: To either have my claim approved as it should have been per my policy or a refund of the charges for the insurance purchased.

Business Response: *** ******:
 
Please have the consumer provide a policy or claim number so that we may appropriately address their concerns.
 
Thank you,

******* ******
Claims Escalation Analyst
Allianz Global Assistance

5/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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+ BBB 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 ******** 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 *** ******:
 
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 ************.
 
Thank you,
 
******* ******
Claims Escalation Analyst
Allianz Global Assistance

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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,

* *

5/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I would like them to read the documentation I have already sent! They information they requested is there! Approve the claim and send me my refund.

Business Response: Dear *** ******:
 
Thank you for bringing this matter to my attention. I apologize for any frustration the claims process may have caused the consumer.
 
Our insurance, like any other insurance, had terms, conditions and exclusions that impact coverage. These terms were readily available for review prior to the purchase in the booking path and also emailed to the consumer. We show no error in that submission. The policy also came with a 10 day satisfaction guarantee period in which the consumer could have canceled after review of the terms if she felt as though the policy did not meet her needs.

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

My review shows that the proper decision was made and I regret that we are unable to provide the consumer with a more favorable response.
 
******* ******
Claims Escalation Analyst
Allianz Global Assistance

Consumer Response: Better Business Bureau:

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

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

Regards,

***** *****


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

5/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This company is a fraud! They take your money and if you have a legitimate claim, their "employees" (I use this term in quotes as they don't seem to be able to do their jobs properly) don't help you and they don't give you your money back. I was hospitalized unexpectedly after a trip to the emergency room for what was assumed to be gallbladder pain and after 4 days in the hospital it was discovered I have a rare congenital issue which will require a major invasive surgery. During this time in the hospital where I underwent more tests than I knew existed to diagnose this issue, I was obviously unable to attend a play (for which I purchased insurance as I always do - just in case). My husband called Allianz and they said I just had to file a claim on line within 90 days and provide a doctors note. I did this a week later and waited the 10 business days for processing. Nothing. I called. Nothing. I emailed. Nothing. Finally I got a hold of someone who said they were waiting on forms. I said I had no idea what they were talking about and was told that they "should have sent me forms for my doctor to fill out". WHAT? I WAS IN THE ER - THEY AREN'T GOING TO FILL OUT FORMS FOR ME TO GET MY MONEY BACK FOR PLAY TICKETS! I submitted their form without an ER doctors signature and as my general doctor (who has been my doctor for several years) coincidentally (and unfortunately for me) retired to take care of her elderly father at the end of March, it made this form impossible to have signed by a physician. I submitted letters from the doctor, letters from myself, links to the doctors who treated me that I could recall, links to my new doctor, I even asked if they wanted to see the invoices in the amount of $73K from this hospital visit and they refuse to refund my money. DO NOT use this company - they are a fraud and they take your money with NO intentions of ever refunding it should something terrible happen to you causing you to be unable to attend an event.

Desired Settlement: $218 - the cost of my tickets refunded in full

Business Response: Dear *** *****:
 
Thank you for bringing this matter to my attention.
 
Upon review of the claim, the consumer originally purchased tickets for the date of 03/20/2014. These are the tickets that were insured by Allianz. According to the claim documentation, these tickets were canceled and the consumer brought tickets for the date of 03/26/2014. These tickets were not insured with Allianz.

Due to this reason, we were unable to provide coverage for the consumer’s loss. The insurance policy that was emailed to the consumer listed the coverage date of 03/20/2014.

While the consumer’s loss was a covered reason under the insuring agreement, the event on 03/26/2014 was not insured, therefore, we are unable to reimburse for that event.

My review shows that the proper decision was made and I regret that we are unable to provide the consumer with a more favorable response.
 
Thank you,
 
******* ****** ****** ********** ******* ******* ****** **********

Consumer Response: Better Business Bureau:

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

The issue I had with this offer is that I have explained several times that the same tickets purchased on the first date were changed within an hour for the second date and I was never told by Allianz that I needed to change the insurance policy date when I changed the ticket date. Why would I pay insurance for tickets I no longer had? They should at least reimburse me for half considering they never stated this!

Regards,

******* *****




5/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This complaint is about the deceptive manner in which Allianz claims to be insuring travelers. Their policies are written so that when Allianz must face a claim it can easily skew it's response in it's own favor. I am only one of so many complaints against this company on **** and other sites which the BBB should really take the time to read. Some of the stories are truly horrific. I have been trying for 4 months to claim a small portion of our travel expenses from when ******* was forced to cease flying for 5 days due to the Polar Vortex in NY. I sent Allianz a letter from ******* explaining exactly what happened and that we were given the very first available seats, but to no avail. I actually had TWO policies for this flight and was able to collect for one 24 hour delay in the amount of $150 each (for two of us). I did NOT try to collect on both policies. I sent Allianz all my receipts and told them I'd be happy with $150 each for the days we were delayed. The insurance through ******* didn't offer a written policy. All that we had to go by was the wording on the ******* site which says the following: "All these benefits for a fraction of the ticket cost: Get reimbursed up to 100% of non-refundable, prepaid trip costs due to covered injury, illness or other covered reasons. +150% trip interruption coverage of ticket cost; +Travel delay coverage; +Coverage for existing medical conditions." Their wording is deceptively vague for good reason. Our travel insurance policy had a letter of confirmation which claimed "Travel/Trip Delay Coverage $150.00. Also Trip Interruption Protection $4,500." The policy itself under "Travel Delay Coverage reads as follows. Coverage under the plan will pay on a one-time basis up to the maximum amount listed in Your Letter Of Confirmation for: a)reasonable, additional accommodation and traveling expenses; AND b) the unused part of YOUR prepaid expenses missed (less any Refunds You receive) due to a departure delay of 6 or more hours. Expenses must be incurred by YOU. Payments for the above expenses will not exceed $150 per day per person. Covered reasons for Travel Delay are: 1. Carrier caused delay (including bad weather);" etc. I have capitalized as they have done in the original policy. Their logic escapes me. Their reason for only paying $150 each was that our Letter of Confirmation says "Coverage Limits" in the column over the amount paid for the Benefit. They are in the business of deception and their practice has hurt countless people with major disappointments and hardships. Allianz does not deserve to be endorsed by the highly respected BBB. Their response to my shock and disappointment included a list of mediators (so that I could incur even more expense). I have written to ******* suggesting they not offer Allianz for insurance but if they must, to at least consider offering a selection of companies to chose from.

Desired Settlement: Allianz Global Assistance is a sick joke. Their business practice needs to be scrutinized carefully as they are committing fraud which they're getting away with. If I had the means and I were younger I'd start a class action law suit. . I'm out just a few hundred dollars. I sent Allianz receipts for a very conservative $1700 in actual expenses for for 5 days (our original flight was for January 3rd) at the ******* ***, a car rental and dinner. I would have settled on $1200 of which they've paid $300. Subtracting the credit from ******* of $240, in my book they still owe me $660 unless I claim they owe me for "Trip Interruption Protection" with a coverage limit of $4,500! It's not the money, it's the principal that's got me and others so very, very angry and feeling so powerless. My desired outcome is that the BBB take the bull by the horns and make a difference for the victims of Allianz. . Read some of the **** entries. It will make you wonder how you can support this company and give them your seal of approval.

Business Response:  Dear *** ******,
 
Thank you for bringing this matter to my attention.

Our insurance, like any other insurance, had terms, conditions and exclusions that impact coverage.
 
Upon review of the consumer’s claims, one of her policies included Travel Delay coverage, whereas the other policy that was purchased only included Trip Cancelation and Interruption coverage.
 
Trip Cancelation/Interruption coverage provided the following benefit:
 
Natural disasters or bad weather resulting in the complete
cessation of services by the airline, the tour operator or
the cruise line for at least 24 consecutive hours.
 
This means that the airline shut down all services on the consumer’s route for at least 24 consecutive hours. The flight records indicated that this was not the case. 

We were able to assist the consumer with the claim that included the Travel Delay benefit as this provided the following benefit:
 
Coverage under the plan will pay on a one-time basis up to
the maximum amount listed in Your Letter of Confirmation
for: a) reasonable, additional accommodation and traveling
expenses; and b) the unused part of Your prepaid
expenses missed (less any Refunds You receive) due to a
departure delay of 6 or more hours. Expenses must be
incurred by You. Payments for the above expenses will not
exceed $*** per day per person.
 
Covered reasons for Travel Delay are:
1.     Carrier caused delay (including bad weather);
 
The maximum listed in the consumer’s letter of confirmation was $****** per person; therefore, the consumer has been reimbursed the maximum allowed amount under this claim.

My review indicates that the proper decision was made on both claims.
 
Thank you,
 
******* ******
Claims Escalation Analyst

Consumer Response: Better Business Bureau:

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

Dear ******* ******, 

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


THIS IS FROM *******:

March 20, 2014
To Whom It May Concern,
*** ****** ***** **** and *** ****** ****** ******* from confirmation ****** were scheduled to fly on ******* Flight #*** on Saturday January 04, 2014 departing **** ********** ********* ************* ******* (***) at 12.07 p.m. and arriving ***** ****************** ****** ************* ******* (***) at 02.59 p.m.
Due to inclement weather in our route path, their flight was cancelled and the earliest available date we could accommodate them on was Wednesday January 08, 2014 on Flight #*** departing *** at 7.35 p.m. and arriving *** at 10.29 p.m.
For any further details please contact our Reservations Team at ************* (********).
Thank you for choosing *******. We look forward to a smoother flight experience in the near future.

Regards,
****
Customer Commitment Crew
******* *******
********** *****

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

Regards,

******

5/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Re: Allianz Global Assistance Claim Number: ********** Bill ID: ************** Last year I purchased travel insurance from Allianz Global Assistance for my family trip in November of 2013 from Newark, NJ to Puerto Plata, Dominican Republic. Unfortunately our language was delayed. My claim for delayed luggage was partially denied based solely on the name of the store. I provided Allianz Global Assistance a copy of my itemized bill for the $35 expenses for child’s shoes and a beach hat, which was denied solely based on the name of the store. Therefore, I am kindly asking for your help resolving this dispute.

Desired Settlement: Send me a refund of $35.

Business Response: Dear *** ******:

Thank you for bringing this matter to my attention.

Our insurance, like any other insurance had terms, conditions and exclusions that impact coverage. Specifically, the baggage delay benefit provided coverage for reasonable and essential items for you to use while your luggage is delayed.

Currently on file, we have a receipt that isn’t itemized from *** ********* ***** **** for $35.00. We also have an itemized receipt for $35.00 from ****** ***** ******* for a hat and what appears to be 2 other items for a girl which has been reimbursement.

We do not have an itemized receipt on file from *** ********* ***** ****. If the consumer has this, she may send this in for review.

Thank you,


******* ******
Claims Escalation Analyst
Allianz Global Assistance

Consumer Response: Better Business Bureau:

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

> Thank you for providing me the detail list of excluded
> purchases.  Yes, indeed there is a HUGE
> misunderstanding on your part.  Which items on my
> receipt, according to the terms of the Allianz policy, fall
> into the tobacco category?  I am resubmitting an
> enlarged copy of my receipts for your review.  Unless
> ***** **** ******* or ******** ******* translate in your
> language to any of the Exclusions in Section 3 of Allianz
> policy, you've made a point.  Also, for your and other
> well versed, fluent in foreign languages employees
> information, the *** is a BUSINESS TAX IDENTIFICATION NUMBER
> in Dominican Republic.  As everyone, including you can
> see the same number appears on both copies. 
> Now, speaking about publishing on the internet about my
> ordeal with your company.  Indeed, if the complaint
> will not be resolved by Allianz in a timely manner, I will
> publish it on the internet.  Also, I will seek a legal
> action against Allianz in the Small Claims Court in the
> State of New Jersey.  An Allianz representative would
> have to appear in the court, otherwise there will be a
> default judgment against company.  Please be advised,
> that in addition to the $** currently in dispute, the
> judgment against Allianz will also my cover costs and
> disbursements, including my attorney's fee.  As you
> know, my total claim was for $******, including transactions
> for $***** on 11/23/13, $***** on 11/24/12 and $** on
> 11/24/13.  I received reimbursement of $******. 
> Please do not make false representation to The Bettter
> Business Bureau that the $** has been already
> reimbursed.  Therefore, I am expecting to be promptly
> reimbursed for my travel losses by Allianz. 
> ******** *********.

Business Response:  
Dear *** ******,
 
I have reached out to the claims examiner for a more detailed print out of what was paid.
 
The conversion amounts indicate that this amount was not reimbursed. The examiner has gone ahead and processed the payment.
 
Thank you,
 
******* ******
Claims Escalation Analyst

Consumer Response:

Dear *** *******,
 
I am happy to report that the check for $** has arrived on Saturday 05/10th.  Thank you so much for all your help in resolving this dispute.
 
Have a wonderful day.
******** *********

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID *******, 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: ***************************.

5/12/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

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

Desired Settlement: Refund all charges.

Business Response: Dear *** ******:

Thank you for bringing this matter to my attention.

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


                “We will refund your insurance premium if you cancel your plan within
                10 days of purchase and you haven’t started your trip or filed a claim.”
 
Listed on page 3 of the Certificate of Insurance guide was the following:
 
                Satisfaction Guarantee

                We will refund your insurance premium if you cancel your plan within 10 days of purchase
                and you haven’t started your trip or filed a claim.
 
As the consumers request was received after 10 days of purchase, we are unable to cancel the policy.

Thank you,


******* ******
Claims Escalation Analyst
Allianz Global Assistance

Consumer Response: Better Business Bureau:

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

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

***** ********


5/7/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Bought Trip Interruption Insurance Trip was interrupted on Feb. 12th when ***** flight from Key West to Atlanta was cancelled to do snowstorm A claim was made to Allianz and a response requested documents proving damages of delay Insurance certificate states it will pay $150 per day, so I should have received $300. I provided receipts for more than $300. Those documents were send on Feb. 27th and finally on April 1st I received check for only $77 and no explanation of why the amount was 1/4 of what was to be paid. I called a claim rep of Allianz and was told: 1: Cash receipts are not acceptable, I had excessive food receipts, fuel and rental car were not covered, and extra days for my car to be parked in lot was also not covered. None of that information is found in the certificate. Claims for insurance no doubt are high for that snow storm, but only paying 1/4 of a claim with no explanation is just a rip off. Certificate says I can file for arbitration, but does not say how or who the company they name as an arbitrator can be contacted. I am not the only one, I found over 80 reports of rip off by this company on ******************** Insurance #************** I am happy to email documents as proof.

Desired Settlement: Full payment of claim, and additional $222.16

Business Response: Dear *** ******:
 
Thank you for bringing this matter to my attention.
 
Our insurance, like any other insurance, had terms, conditions and exclusions that impact coverage.  
 
The consumer filed a claim under the Travel Delay benefit which provided coverage for:
 
Meals, accommodation and transportation
? Reasonable expenses for additional meals and accommodation
while you’re delayed.
? Reasonable additional transportation expenses.
Special limit:
? Maximum of $*** per person per day, up to the limit shown on your
letter of confirmation.
 
The consumer sent an email indicating that there will be an additional charge of $****** per day for accommodations; however, this was never accompanied by a receipt of payment.  
 
The consumer was sent a letter dated March 21, 2014, which explained that coverage was provided for the meals. In order to consider the lodging expenses, we would need the invoice and proof of payment for the $***, which in itself would max out the allowed amount and allow us to reimburse him in full.
 
As of today, we have not received proof of payment nor an invoice for the lodging expense.
 
At this time, we are not able to issue additional payment until the requested documents are received.
 
Thank you,
 
******* ******
Claims Escalation Analyst
Allianz Global Assistance

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID *******, 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,

****** ********

BBB: I have never received a letter about why this claim was denied.
Seems just an excuse to not pay.

I was told on the phone that since I could not provide a copy of payment by Credit Card receipt the claim was denied, I paid by cash and that cash statement was denied.

Now What?

Business Response:  Dear *** ******,
 
The information provided does not include a receipt for the accommodation expense.

We have gone ahead and reimbursed the consumer for the gas expense incurred during the delay.

At this time, this is all that we are able to process.
 
Thank you,
 
******* ******
Claims Escalation Analyst

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID *******, 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.]

In my documents I sent is a cash receipt for payment of room, that is
the problem with their refusal to pay,, they demand a credit card
receipt and refuse the cash receipt, but the terms does not state I have
to have a credit card receipt. So how was I to know, informing me after
the loss is not acceptable.

Regards,

****** ********

5/5/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: In January 2014, I purchased Allianz travel insurance to cover myself and my wife for a trip to Reykjavik , Iceland. We purchased the trip and the travel insurance through ******. We learned that my wife was pregnant, and her physician advised us to cancel the trip because it was a high-risk pregancy. We fulfilled all documentation requested by Allianz, and were informed on April 15 that our claim was denied. To quote the Allianz representative I spoke with, ""We do not consider a high risk pregnancy a complication. It means a complication might occur. I'm not saying it was prudent to go on the trip, but it is not covered under the terms of your insurance." According to the terms of our insurance, a pregnancy is not an exclusion, "unless there are unforeseen complications or problems with the pregnancy." I am baffled to understand how this does not qualify as an unforeseen problem with the pregnancy.

Desired Settlement: We want Allianz to honor the price of our flights, $928.50 per person, and the $25 penalty for cancelling. We would also like an apology for the absurd treatment we received from the Allianz representative I dealt with who issued the denial for our claim, or any person responsible for these sorts of decisions.

Business Response: Dear *** ******:
 
Thank you for bringing this matter to my attention.
 
We apologize for any frustration the claims process may have caused the consumer. Our insurance, like any other insurance, had terms, conditions and exclusions that impact coverage. Specifically excluded from coverage was any loss resulting directly or indirectly from pregnancy, (unless specifically included in Section 2), unless there are unforeseen complications or problems with the pregnancy.

According to the Physician Statement form filled out by the doctor, the cause of loss was not due to an actual physical complication of the pregnancy itself, but rather the consumer’s medical history.

My review indicates that the proper decision was made on the claim. At this point, the consumer may file an appeal by contacting the Appeals Department at ********************************** for further review.

Thank you,
 
******* ******
Claims Escalation Analyst
Allianz Global Assistance

Consumer Response: Better Business Bureau:

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

First, their insurance document says "unless there are unforeseen complications or problems with the pregancy."

1. Where is "complication" defined so narrowly in this insurance document? In the very next line of their insurance, they define "physical complication," but they do not limit complications with a pregnancy to physical criteria. "Complication" is NOT listed under their defined term. They seem to define as best fits the convenience of the denial of any given claim.
2. What qualifies as a "complication" with a pregnancy, if not a doctor warning you that a trip might result in the death of your unborn child?
3. Even if we accept that "complication" is so narrowly defined, it is NOT the only criteria by which our situation is addressed within their insurance policy. It says, "OR PROBLEMS WITH THE PREGNANCY." Are they honestly arguing that a highrisk pregnancy is not an unforeseen problem?

 
Second, on page 6 of my policy, it says, "A doctor must examine you or a traveling companion and advise you or a traveling companion to cancel or interrupt your trip before you cancel or interrupt it."

Our doctor identified two criteria by which she recommended we cancel our trip: past infertility, and a present high-risk pregnancy. This IS a highrisk pregnancy, present tense. This pregnancy is not a pre-existing condition. Our doctor can tell you the exact date when we found out that we were pregnant.


Regards,

***** *******

5/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Allianz is a service offered by **********, a NY company that sells tickets for ******** ***********. Upon purchasing tickets from **********, the buyer is prompted to purchase "Ticket Insurance" in the event that the buyer cannot attend the show the tickets were purchased for. Being it is a small fee, I purchased them in the event something occurred. The tickets were purchased as a gift for my wife's birthday and we were to attend a show on February 4, 2014. On February 3, a snow/ice storm hit the NY Metro area which affected the area on the 4th. I am a manager for a truck leasing company which had numerous employees call out due to the weather. I had to wait until early evening for employees to show up to relieve myself as well as others. Naturally due to the time, I could not attend the show due to my employment duties.. I called Allianz to file a claim with them, and was advised it needed to be filed on-line. The representative walked me through the process and even suggested to look at the sample letter I would need to supply with my claim. I found a sample letter Allianz had on their site, this letter reflected a work scenario where" an employee was required to travel out of state for business". I contacted the VP of my company and asked if he could put together a letter as proof to inform Allianz of my work priority which was required. The letter was submitted, with all the necessary information. On 3/26, I emailed them requesting a status. On 4/1 I received a letter from Allianz denying the claim, based on this paragraph: "You or your traveling companion having to cancel or interrupt your trip due to a business or contractual obligation is not covered reason within your policy. " I feel this is a company is acting in a fraudulent manner, as they represent themselves as "ticket insurance" when all they are a company full of excuses. They list different claim samples, the one most similar to my claim is rejected and both are on the same basis.

Desired Settlement: I would like to be reimbursed for my total claim of $487.20 which is what I purchased this insurance for.

Business Response: Dear *** ******:
 
Thank you for bringing this matter to my attention.
 
We apologize for any frustration the claims process may have caused the consumer.
 
We have reviewed a phone call from the consumer which took place one day prior to the event date. During that phone call the consumer advised that the cancelation was due to inclement weather. The agent advised that the policy did not list weather as covered reason and offered to send the consumer the Certificate of Insurance guide which outlined all reasons for coverage.

The email was sent and the call ended.

We do not have record of any other call on file for the cancelation of the event.

Unfortunately, having to cancel due to business obligations is excluded from coverage in the ************ policy.
 
At this time, we regret that we are unable to overturn the denial.

Thank you,
 
******* ******
Claims Escalation Analyst
Allianz Global Assistance

5/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I filed a claim for a change of flight fee for the amount of $200 dollars and was denied because the date I purchased the insurance policy was one day after my mothers visit to her doctor. My mother had knee relpacement surgery on 1/16/14 and was supposed to be released from the hospital on 1/21/14. However she had to stay in the hospital until 1/24/14. I had to change my return flight to 1/25/14. The reason for her delayed stay in the hospital was due to a blood pressure issue that had to be stabalized for her release. The knee replacement surgery was not the cause for her extended stay. I was instructed by their claim agent because she had previously seen the doctor on 12/6/2013 and I did not purchase the policy until 12/7/2013 I was denied the claim. However I explained to the agent on 12/6 she went in for clearance to have the surgery and to set the date for her surgery, I could not have purchased my plane ticket before that date since we did not have the date before her visit! How can a claim be deniedbfor an illness that has nothing to do with the surgery which was performed? I would not have purchased their insurance policy had I known this information, I would also like to note, when trying to contact the claims adjuster I was placed on hold for at least 25 minutes the first time I tried calling and 15 minutes the second time! I asked the adjuster if my mother had died due to her blood pressure issue would the claim have been denied and was instructed "not necessarily" again this was not a preecisting condition.

Desired Settlement: Payment of my claim!

Business Response:

Dear *** ******:
 
Thank you for bringing this matter to my attention.
 
Our insurance, like any other insurance, had terms, conditions and exclusions that impact coverage. Specifically excluded from coverage was any loss resulting directly or indirectly from an existing medical conditions. These were defined as:
 
                An illness or injury that you, a traveling companion or family
                member were seeking or receiving treatment for or had symptoms of on
                the day you purchased your plan, or at any time in the 120 days before           
                you purchased it.

               You, a traveling companion or family member are considered to have
               an existing medical condition if you, a traveling companion or
               family member:
                 · saw or were advised to see a doctor
                 · had symptoms that would cause a prudent person to see a doctor
                 · were taking prescribed medication for the condition or the
                 symptoms, unless the condition or symptoms are effectively
                 controlled by the prescription, and the prescription hasn’t changed.

According to the Physician Statement form filled out by the doctor, the cause of loss was due to  the surgery scheduled for a condition that was being treated during the 120 day period. The form on file does not attribute the loss to anything but the surgery itself.

Due to this reason, we are unable to overturn the denial at this time.
 
Thank you,
 
******* ******
Claims Escalation Analyst
Allianz Global Assistance

4/28/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased insurance prior to my flight and unfortunately, suffered a physical injury and my physician would not allow me to fly or go on this trip. Allianz is refusing to pay out the insurance claim despite my purchase of the insurance prior to my travel date. Terms of the policy: "Insurance shall be effective at 12:01 A.M. on the date the scheduled Trip begins. Trip Cancellation coverage, if purchased, begins the day after Your application is postmarked, Your telephone order is placed, Your faxed order is received, or Your web order is received and Your application is accepted. In no event will coverage be effective if all premiums due have not been received prior to the Scheduled Departure Date or prior to the Trip Cancellation date if You cancel Your Trip or it is canceled for any reason." My Trip Cancellation coverage, based on the wording provided above, covers me for the full $1026.08.

Desired Settlement: I expect Allianz to pay out the insurance claim of $1026.08 to myself, ******* *******.

Business Response: Dear *** ******:
 
Thank you for bringing this matter to my attention.
 
Our insurance, like any other insurance, had terms, conditions and exclusions that impact coverage.   Specifically excluded from coverage was any loss arising directly or indirectly from an existing medical condition unless the consumer was eligible for the waiver. In order for the waiver to be applied, the following criteria had to have been met:
 
§  Must be US resident
§  Must be medically able to travel on purchase date
§  Trip cost cannot exceed $5,000 per person
§  Must purchase insurance within 14 days of trip deposit
 
According to the documentation on file, the consumer purchased her airline tickets on 01/11/2014 for travel dates of 03/17 – 03/30/2014 and the insurance was not purchased until 03/16/2014. As the insurance was not purchased within 14 days of the trip deposit, all losses due to existing medical conditions were excluded.
 
The insurance program defined an existing medical condition as “any illness occurring during the 120 days prior to and including the effective date of Your insurance for which a person was seeking diagnosis or treatment, or for which symptoms exist which would cause a prudent person to seek diagnosis, care or treatment.” The consumer’s effective date of insurance was 03/17/2014.
According to the claim documentation, the consumer was seen for the condition on the effective date of insurance, and due to this reason, we regret that we are unable to provide coverage for the loss.
 
Thank you,
 
******* ******
Claims Escalation Analyst
Allianz Global Assistance

4/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company lost my policy and refuses to refund my money. The reason is that they cannot find the policy. Proof of purchase was sent to the company. I've bought travel insurance through *********, had to cancel trip, received an email from ***** saying that insurance has to be canceled separately and it can be done through web-site. I went on web-site, it says that policy is invalid, called the agency, customer service agent told me that they cannot locate a record and I need to send a proof of purchase. I sent in a proof or purchase, did not get any response or refund. contacted company again, they cannot locate record and therefore cannot refund money. The agent refused to escalate call to supervisor, saying that there is no one available. The agent's ID *****, his name is ****.

Desired Settlement: I expect them to refund the full amount ASAP

Business Response: Dear *** ******:
 
Thank you for bringing this matter to my attention.  We apologize for any frustration the consumer may have experienced while his case was being researched.
 
Our records indicate that the consumer’s policy was canceled on April 14, 2014.

The consumer has been advised of the timeframe for the refund.
 
Thank you,
 
******* ******
Claims Escalation Analyst
Allianz Global Assistance

4/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To Whom It May Concern:I am writing this letter in order to bring to your attention my frustration and unsatisfactory feelings about travel insurance company Allianz Global Assistance ***** ******* *** ********* ** ***** ***** ********.After several months of back and forth communication with several representatives of this company and a Senior Claim Examiner *** *** ********, and after providing all the necessary documentations in order to prove the reason of cancellation of my trip, my travel insurance claim was dismissed.I find this way of conducting a business unsatisfactory, unprofessional and unethical because the reason of my claim involved the death of the mother of my travel companion.Due to high unpredictability of health state of my travel companions mother (late stage of ovarian cancer), and sudden change on her condition, we had to cancel our priory scheduled trip to visit her in November 2013. I purchased my travel insurance on September 14, 2013, but my travel companion had to urgently travel to Russia on September, 26 to take care of her mother due to sudden worsening conditioning of her health (she became bedridden, and passed away in February,2014). I believe that denying my claim to be reimbursed for our canceled tickets is unreasonable and unethical because I had provided all medical documentations necessary, including a death certificate.Please take your time to look at my complain, because the very reason we had bought this travel insurance, like other people would do, is to be covered for unpredictable life situations like the one me and my travel companion had to face.

Desired Settlement: We would like to be refunded of the cost of our flight tickets.

Business Response: Dear *** ******:
 
Thank you for bringing this matter to my attention.
 
We apologize for any frustration the claims process may have caused the consumer.
 
We have reviewed the consumers claim in depth and have overturned the denial.
 
The consumers should allow 5 to 7 business days to receive the reimbursement.

Thank you,
 
******* ******
Claims Escalation Analyst
Allianz Global Assistance

Consumer Response: The Better Business Bureau:

Ms. ******* ******,

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ***************************.

Regards,

***** ********

4/25/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My husband purchased tickets to go see a broadway play for us as my christmas present. He also purchased insurance for the tickets. We were unable to go due to an emergency situation causing me to have to work that day. Its quotes on Allianz website " Based on covered reasons: Notarized statement signed by an officer of your employer verifying the requirement to work." I provided them a notarized letter from my employer and they sent a letter stating that this in not a covered reason. I called customer service and they were also no help and could not give me a reason why it would say it on there website but not accept it.

Desired Settlement: We would like the price of the tickets refunded... as this was the reason we purchased the insurance coverage for them.

Business Response: Dear *** ******:

Thank you for bringing this matter to my attention.

Please have the consumer provide the claim number so that we may address their concerns.


Thank you,


******* ******
Claims Escalation Analyst
Allianz Global Assistance

Consumer Response: Better Business Bureau:

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

The consumer called and gave us the claim number. It is **********.

Regards,

****** ********




Business Response: Dear *** ******:
 
Thank you for bringing this matter to my attention.  We apologize for any frustration the claims process may have caused the consumer.
 
Our insurance, like any other insurance, had terms, conditions and exclusions that impact coverage. These terms were readily available in the booking path prior to purchase and also emailed to the consumer.
 
As an insurance company, we provide personalized third party insurance to many companies, as well as provide our own insurance products for consumers who travel.
 
The consumer purchased an Event Ticket protector policy, for an event that was sold thru **************. This product does not offer coverage for any loss due to business obligations. This information was available on the ************** website and also listed as a general program exclusion in the insuring agreement that was emailed to the consumer.
 
The consumer may have been on our general website when she observed information pertaining to business obligations, as some of our personalized travel insurance products may offer coverage for this reason; however, this coverage does not apply to any of the Event Ticket protector policies.
 
At this time, I regret that we are not able to provide the insured with a more favorable response as according to her insuring agreement; her loss was excluded from coverage.
 
Thank you,
 
******* ******
Claims Escalation Analyst
Allianz Global Assistance

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID *******, 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.]

Those stipulations should be noted on your example forms on your general website if the do not apply to everyone.    They are extremely misleading and are considered to be false advertisement. 
Regards,

****** ********

4/25/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I booked a flight for myself and two family members and purchased travel insurance with Allianz Global Assistance. The day after I purchased the tickets and insurance I was notified that my uncle had passed away. I called and canceled my flight and started steps to file a claim with Allianz Global Assistance. I sent in all the required documents and waited. three weeks later I received a letter stating "Travel insurance doesn't cover everything. It's designed to protect you when there's a sudden, unexpected problem or event. Specifically excluded is any problem or event that could have reasonably been foreseen or expected when you purchased your plan. Per the documents received, the death of your family member occurred prior to the purchase of the policy." I disagree with their finding because according to the policy they sent me when I purchased this insurance it says that the policy covers death in your family before or during your trip. They define death as "Death You, a traveling companion or family member dies. Specific requirement A traveling companion or family member’s death must occur before or during your trip."

Desired Settlement: I am only asking that Allianz Global Assistance honor their own policy and refund my flight.

Business Response: Dear *** ******:
 
Thank you for bringing this matter to my attention.  We apologize for any frustration the claims process may have caused and offer our condolences on the passing away of the family member.  
 
Our insurance, like any other insurance had terms, conditions and exclusions that impact coverage.

The consumer is correct in that the policy specifically states “You, a traveling companion or family member dies.” This policy is designed to provide coverage for deaths that occur during the insurance coverage period which result in the cancelation of the trip.
 
The policy excluded coverage for any event that was known or foreseeable at the time of purchase.
 
Our records indicate that the consumer’s policy was purchased on 02/09/2014, and according to the claim documents, the death occurred on 02/03/2014.  

As the death occurred prior to the insurance purchase date, and while the insured was not covered under our policy, unfortunately, that event would be excluded from coverage.  I regret that we are unable to overturn our decision at this time.
 
Thank you,
 
******* ******
Claims Escalation Analyst
Allianz Global Assistance

Consumer Response: Better Business Bureau:

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

    After reviewing the reply I am not satisfied from their response. I do not see anywhere where they state "The policy excluded coverage for any event that was known or foreseeable at the time of purchase" as stated in their reply. further more, The death of my uncle occurred six days before I purchased my airline tickets and travel insurance. If I had known I would not have purchased the airline tickets unfortunately I did not find out until a week after the fact. Any help or advice in resolving this matter would bee greatly appreciated. The company offers travel insurance for unforeseeable situation, but once those situations occur they say they exclude any event that were foreseeable. Thank you for you help.

  
Regards,

***** **********

4/24/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Deceptive advertising. I use ******* alot for travel and aware of their policies. However they use Allianz on their site. Allianz is an insurance that guarantees you can make changes and/or cancel if you purchase their insurance. I made reservations for Hotel in December 15, 2013 in advance (October). Unfortunately, I had to have foot surgery and wasn't able to travel. I notified Allianz immediately (two weeks prior to the trip) and ******* and provided all the necessary documents. I've gone round and round with Allianz. They continue to tell me they need more information with all kind of excuses. My hotel was less than $74.57. My time chasing them down and getting no where has been waisted. Today i recv'd yet another letter with the same excuse. It's a scam and everyone needs to know this.

Desired Settlement: Just want my credit card credited for $74.57 (just like they advertised)

Business Response: Dear *** *****:

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

Please have the consumer provide her claim number so that we may address her concerns.

Thank you,

******* ******
****** ********** *******
Allianz Global Assistance

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID *******, 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,

******* *********


*******

Yes, I'm very frustrated as to how I've been treate