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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 454 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

454 complaints closed with BBB in last 3 years | 103 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 62
Billing/Collection Issues 17
Delivery Issues 8
Guarantee/Warranty Issues 34
Problems with Product/Service 333
Total Closed Complaints 454

Customer Reviews Summary Read customer reviews

30 Customer Reviews on Allianz Global Assistance
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 1
Negative Experience 28
Total Customer Reviews 30

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. Mike Nelson, President & CEO Mr. Keith J. Redden-McAllister, Senior Regulatory Compliance Analyst
Contact Information
Principal: Amber Thomas
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)

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

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



2/24/2015 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
X

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
X

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
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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
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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
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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
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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
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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
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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
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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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
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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
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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
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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
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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
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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,

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



8/6/2014 Problems with Product/Service | Read Complaint Details
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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
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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
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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
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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
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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
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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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
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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
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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
X

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
X

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
X

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
X

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 treated.  Here's the claim number **************.  Appreciate your help.


 
****** **********

Business Response: Dear *** *****:
 
Thank you for bringing this matter to my attention.
 
Our insurance requires verification of all causes of loss. In all cases when the cancelation is due to a medical reason, we require a completed Physician Statement form which is sent to all consumers with the initial claim documentation.  This form is very thorough and asks questions to ensure that the cause of loss would be one that is covered under the insuring agreement.

At this time, all we have on file is a letter from the doctor which does not provide the information that is needed to finalize the claim. The consumer was notified of this by email.

At this time, we are unable to complete our review without a completed Physician Statement form.
 
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,

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



This is such a scam and not worth my time.  I will splash them all over media.  

4/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: If it were possible to give zero or negative stars I absolutely would. I submitted claim paperwork in February because my husband's tour of duty in AFG was extended and my supervisor cancelled my leave request because of a ************* ********. Even if I could have taken a later flight...we have 2 small children who would uncared for because of the tour of duty extension. I explained all of this when I submitted the claim and supporting documentation : extension orders, original orders, letter from the Commander, statement from my supervisor, and original ticket invoice. More than a month later I receive correspondence asking for more documentation...fine I'll play along. I call the number provided and ask what additional information is needed, the response "nothing, we have everything." A month later (yes, nearly 60 days after the claim was submitted) I inquire about the status of my claim to be told it was denied and essentially the reasons I submitted for my trip cancellation are not covered. I will NEVER purchase insurance from this company! They truly are a sham and have appalling customer service. I should have read reviews for this company prior to purchasing...Fool me once- shame on Allianz, fool me twice-shame on me. What a disgraceful company!

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. These terms were readily available for review in the booking path and also emailed to the insured along with a 10 satisfaction guarantee period.

According to the terms of the insuring agreement, coverage was excluded for business or contractual obligations.

The claim was then reviewed for military obligations as the insuring agreement provided coverage if you or a traveling companion had their personal leave revoked.  The consumer’s documentation indicated that her husband was not her traveling companion; therefore, we were unable to provide coverage for this expense.

At this time my review shows that the claim was handled appropriately and we regret that we are unable to provide the consumer with a more favorable response 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.

The response indicates that coverage included if my or my traveling companion's leave was revoked. While my husband deployment orders were extended, I also provided documentation of my leave being revoked by my supervisor as part of my claim and yet it was still not honored.  I provided a complete explanation and documentation upon initial submission of my complaint as well as in phone calls and follow up emails to this company. It's clear from the response provided that no one took the time to read my submission or properly review all of the documentation provided because had they done so, according to the company's response my claim should have been approved and the insurance I purchased honored as written. 

****** *****

4/21/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purhased "Event Ticket Insurance" for concert tickets purchased early January. These tickets were a gift for a concert on 3/6/2014. The receipient of the Tickets has to undergo a biospy procedure in a hospital for a new illness recently diagnosed in the End of Feburary as indicated by his physician on the insurance reimbursement form. Due to recovering for the procedure on 3/4/2014, they could not attend the concert. The physician filled out the form. I submitted for reimbursement and am now undergoing a constant battle with Allianz that this may be do to a pre-existing condition and I must supply further medical information. The customer service line keeps you on hold for over 20 minutes before anyonere picks up,making it impossible to provide or communicate more information to the insurance company. I believe they also violating HIPAA COMPLIANCE RULES of privacy for medical information. The surgeon and the PCP will not give out medial diagnostic information to an event ticket insurance agent! The form submitted should have been enough to qualify for reimbursement.

Desired Settlement: A full refund of the concert tickets ASAP.

Business Response: Dear *** ******:
 
Thank you for bringing this matter to my attention.  We apologize for any frustration the claims process may have caused the consumer.
 
We have received additional medical documentation on April 14 which has allowed us to proceed with the finalization of the claim.
 
The consumer should expect reimbursement within the next 5 to 7 business days at the address on file.
 
 
Thank you,
 
******* ******
Claims Escalation Analyst
Allianz Global Assistance

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

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,

**** ******

4/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: while planning a trip to ****** , 3 adults and 1 teenager through ***** **** which included airfare, car rental and the hotel . we decide to purchase trip ins. in case of bad weather. we were leaving ******** on feb. 13 2014 6:05 am and arriving ******* ***. 12:30 pm . On feb. 12th I returned home from work at 3p and on my answering machine was a message from****** ******* that our flights were cancelled . we drove to ******** airport and talked to ****** ******** and they explained that due to travel all airline were grounded and the soonest we could get a flight was that following monday ( feb . 17th ) . I then called ***** **** and they explained there was nothing they could do as far as any of our travel reservations and they would have to refund .I then called Allianz Global assistance and they advised us to send all paper work showing that our airline was cancelled and the proof that we could not get an air flight out for 24 hours or more , I called ****** ******** and ***** **** , which they both sent me the information . I faxed it all to Allianz on feb 23rd. On march 27th , I received a denial letter . On march 31st i called them and spoke to *** ******** a ****** ****** ******** , she explained that the claim was denied due to all airlines NOT being grounded for more than 24 hours. I in turn explained that if flights were full for the following days travel than we could not get on any .I really do not even know how long the flights were grounded because they were flying in other states. I do not think this really makes any sense because there will allways be a plane in the air some where so why have insurane . Thnak _you *****

Desired Settlement: we were insured for $1000.00 each person for flight cancel and no other flight out until 4 days later. we were also covered for travel delay and trip interruption ... none of these were talked about .

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

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

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

According to flight information, the consumer’s airline did not cease all services on the consumer’s route for 24 hours thus we were not able to provide coverage under the Trip Cancelation/Trip Interruption benefit.

The ****** ********** is currently reviewing expenses incurred on 02/13/14 as the consumer was still in route to the destination at that point and was able to reach the destination on 2/14/14 which equals a one day delay.

If the consumer wishes to follow up, they may contact our Claim Department at ************.

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,

***** *****


4/15/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: ******** ******** as well as Allianz Global leads you to believe that if you buy their product you will recieve a refund if you cancel your flight. Allianz Global as well as the airline refuse to refund airfair for a trip that will not be taken. There entire policy was not on the web site when purchasing the insurance. I can aaure you if I had read all the fine print they have sent me since trying to get a refund I would have not paid the extra expense.

Desired Settlement: The company should not be able to lure consumers into buying insurance that misrepresents its coverage. The only thing I want is a refund and for others not to make the same mistake of paying for nothing!

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

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

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

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

Thank you,



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

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

***** *****


4/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: I am requesting a full refund of $550.00

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention.
 
We are sorry to hear that the consumer has not received the claim documentation. I have requested to have another one sent by way of email and U.S. mail to the consumer.
 
If the consumer has any questions regarding the claim process, they may contact our Claim Department at ************.
 
Sincerely,
 
******* ******
Claims Escalation Analyst

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

Consumer Response: Better Business Bureau:
I am not happy with this response from Allianz , I should have to be filing compalints .
I have reviewed the offer made by the business in reference to complaint ID *******, 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,

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



4/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: I would like my claim to be approved and my expenses for my trip interruption to be covered by my insurance company.

Business Response: Dear *** *****:
 
Thank you for forwarding this matter to my attention.
 
We have reviewed the consumers claim.

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

The consumer has been reimbursed the maximum amount allowed under the Travel Delay benefit.
 
If the consumer has any questions regarding the claim process, they may contact our Claim Department at ************.
 
Sincerely,
  ******* ****** ****** ********** ******* **** ******* ***** ********* ******** ***** *************************

4/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased event ticket protection through Allianz Global Assistance on January 13, 2014 for an event that my husband and I planned to attend in *** **** **** on January 31, 2014. Due to a very rare and unexpected snow and ice storm that began on January 28, 2014, we were unable to go on the trip and attend the event as planned. My husband actually was stranded on the interstate for more than 24 hours, finally reaching our home at approximately 5:00pm on January 29th. Allianz refuses to pay on the claim that I have submitted. Our state's governor declared a state of emergency for our area and most roads were unsafe for driving, schools were closed (we have 3 school-age children), and it would have been virtually impossible for us to take this trip and attend this event. Allianz's website states that "Wild horses couldnt keep you from your event. But a case of the flu could. So could car trouble or a family emergency. If life throws an unexpected wrench in your plans, Event Ticket Protector can help you recoup the money you spent on your tickets." I do not feel that Allianz lived up to my expectation that I was "protected" when I purchased a plan to cover my event ticket purchase.

Desired Settlement: I would like for Allianz to refund my ticket purchase for the event, as I believed that purchasing insurance with Allianz would do.

Business Response: Dear *** *****:
 
Thank you for forwarding 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:
 
            You or Your Companion not arriving at the venue due to a delay by the Common Carrier used
            for transportation.
 
According to the documentation on file, the consumer’s flight that was scheduled a day before the event departed. We do not have documentation on file to show that the common carrier would not have been able to get the consumer to the destination to attend the event.  The insuring agreement did not provide coverage for bad weather.
 
At this time, our decision remains and I regret that we are unable to overturn the denial.
 
If the consumer has any questions regarding the claim process, they may contact our Claim Department a* ************.
 
Sincerely,
 
******* ******
****** ********** ******* **** ******* ***** ********* ******** ***** *************************

4/4/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased 2 tickets for the ******* ** *** ***** show for 2 of my daughters, knowing that my mother was ill and that it could be a potential problem, I also purchased the insurance for those tickets. 2 days prior to the show, my mother slipped into a coma at our home. For obvious reasons, I was not able to take my daughters to the show, nor were they in any condition to enjoy the show under such circumstances. My mother passed away 3 days later. After a few days passed, feeling secure with my decision to purchase the insurance, I contacted Allianz to file my claim and send them my mother's death certificate. It is now nearly 2 months later and I received a letter from the stating that because my mother passed AFTER the date of the show, they were not able to honor the refund. This is the most ridiculous excuse I ever expected to hear from someone. How dare they deny a claim like this under such circumstances. i really don't feel i even needed to explain the situation, WHO would attend a function like that when their loved one is dying?

Desired Settlement: I would like all of my money refunded. I will never attend another function at a location that has a company such as this handling their claims.

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention.
 
We have reviewed the consumers claim.

Our insurance, like any other insurance, had specific reasons in which coverage would apply. The insuring agreement provided coverage for the following:
 
“The death of a Family Member or a Companion on or within thirty (30) days prior to the event date.”
 
According to the documentation on file, the passing away of a family member occurred after the event date which would not be covered under the policy as this was not the cause of the cancelation of the trip since the family member was ill on the event date.

If the consumer wishes to file a claim due to the illness of the family member, which would have been the cause of the loss, we are sending a physician statement form which the insured may have completed and in return send in to the Claim Department for review.
 
If the consumer has any questions regarding the claim process, they may contact our Claim Department at ************.
 
Sincerely,
 
******* ******
Claims Escalation Analyst
**** ******* *****
********* ******** *****
*************************

4/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July 9, 2013, I purchased airfare to and from Montreal Canada with ******** ******** for future travel on November 14-18, 2013. Upon purchasing the airfare, I was prompted to purchase trip insurance with Allianz Global Assistance. So i went ahead and purchased a policy. I was told that the policy can offer reimbursement of expenses if the trip is cancelled. I was then emailed a copy of their policy, which I reviewed at the time. Then on September 9 of 2013, my employers, *** ****** ** **** ***** - which is funded by the Federal Government, notified me and my fellow coworkers that our funding for the school year had been reduced by the government shut down and sequestration. I personally lost $5000 for the school year, which is roughly a $500 loss a month. After two months of adjusting my budget, I realized that my trip to Montreal was financially impossible. So, within the first week of November I cancelled the trip and filed a claim with Allianz to recover the $453.73 for airfare. On February 19, 2014 I received a letter from Allianz denying my claim. On March 12, 2014 I called Allianz and spoke with ***, a Supervisor with Allianz. I asked if we could reach a compromise and see if I could recover half the $453.73. I was then denied and told that the policy they sent me does not cover a reduce in pay. Upon speaking further, *** told me to review the policy that it has a list of events covered under the policy and events "not covered" under the policy. Upon reviewing the policy again, any terms for a decrease in pay that is unforeseeable is not listed under events not covered. I can supply copies of all the policies that I received. It has some very specific events that are both covered and not covered - none of which include a decrease in pay.

Desired Settlement: I wish for Allianz to reimburse me for the full $453.73 for the cancelled trip.

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 the following language:
 
                                This is a named perils travel insurance policy, which means it covers only the specific situations, 
                                events and losses included in this document, and only under the conditions we describe.

Unforuntaley, having to cancel your trip due to a pay decrease was not listed as a named peril.

My review indicates that the proper decision was made and I regret that we are unable to overturn the denial at this time.
 
Sincerely,
 
******* ******
Claims Escalation Analyst

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

Consumer Response: Better Business Bureau:

I have reviewed the letter sent 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 feel no offer or solution was even attempted on Allianz’s part.

When speaking to representatives from Allianz to get reimbursed for  a cancelled trip, they kept asking me to go back and look at the policy that they sent me. I was told within this policy is a list of events that are covered (such as a court subpoena) under the “peril” policy, as well as, events NOT covered.  

 Well the term “deduction in pay” is not listed in events not covered also.

The term perils is used to describe the policy; and the word peril is defined as the dangers or difficulties that arise from a particular situation or activity. For me a decrease in pay of $500 a month is a difficulty that came about from the Government shutdown that affected the funding of my current place of employment. How can I justify spending money on a trip if my very livelihood had taken such a financial hit?

I don’t understand how a court subpoena can be considered a peril, but an unforeseen loss in pay due to circumstances beyond my control cannot!

I can’t believe Allianz wouldn’t even agree to reimburse me half the costs of the airfare. They aren’t even attempting to make me an offer.


Regards,

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




3/31/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: While preparing for deployment, I purchased a policy from this company in case my flight itinarary changed to avoid unnecessary charges for changing or cancelling my planned flight scheduled between a training event and deployment to Afghanistan. To ensure my specific scenario would be covered, I called the company and spoke to a customer service representative who confirmed that the policy would cover my situation. I notified the rep that I would not be at my home, but instead at a deployment platform in Mississippi and to send all policy information to my email. Instead, the company sent policy information to my home some two weeks later. The policy information contradicted the information provided by the customer service rep's information provided over the phone. The customer service rep indicated that all I needed to do was to provide a letter from my commanding officer explaining the need to change itinarary and my costs would be covered by this policy, however, upon submitting the necessary documentation, I was denied coverage. I insisted upon a second review and provided additional information and was subsequently denied again. I feel this was an act of bait and switch.

Desired Settlement: I would like for fees incurred for changing flights to be covered. I am not looking for my airline ticket to be refunded, although due to extended delays in the initial itinarary, I could make a strong case for at least a partial refund from ****** *******, I only wish to recover the costs incurred from changing flights, which was $426.

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

Thank you for bringing this matter to my attention.

Our records indicate the consumer’s policy was mailed to him on 11/26/13. It was then emailed directly to the consumer on 12/10/2013 when he called in to our Customer Service Department to fix his travel dates. This was 12 days prior to the insured trip departure date.

Our insuring agreement included a named peril certificate in which we only provided coverage for the reasons that are listed, exactly how we list them.

The consumer has indicated that he was told that his reason would be covered. We have confirmed that he was provided that information by his travel supplier and not by Allianz Customer Service.

Unfortunately, the consumers delay did not meet requirements as listed in the insuring agreement.

At this time I regret that we are unable to overturn the denial of the 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.

The response from Allianz Global Insurance claim is erroneous. I did not claim the information that circumstances related to claim was provided by ****** ********, but instead a representative from Allianz Global Insurance company. As is common with most insurance companies, their first line of defense is to deny the claim and ask for additional information. Having worked a number of years within the ****** ****** ********, this strategy keeps profit margins high and claims paid out low. Most complaints either give up due to the many man-hours being dedicated to fight such denials. I would never have purchased the policy unless it was applicable to my situation and confirmed by a representative from their company, not the airline service provider. I would not allow an airline service provider to confirm the policy guidelines of a third-party insurance provider due to my previous experience with insurance companies while serving as a manager for a durable medical equipment provider submitting claims to such an organization. I am an American Servicemember fighting for our country overseas and deserve better treatment than what I have received.

Regards,

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




3/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: I want my airfare refunded ($751.20).

Business Response: *** ******
Thank you for bringing this matter to my attention.

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

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

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

Thank you,

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

Consumer Response: 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,

**** *******


Firstly,When you buy the tickets on line you're SOLD the opportunity to INSURE the cost of the flight. There are no list of reasons for cancellations given to the buyer.  It is sold as "Flight Insurance" in case you must cancel the flight. This is a scam and takes advantage of people who do not fly very often.
My wife and I booked the flight for the sole purpose of attending our daughter's wedding. When that event was cancelled we had no reason to fly to *******. I bought the insurance in case of a hurricane or a change in date due to unforeseen circumstances. I never imagined the groom would back out.  For this company not to pay off is very despicable.
 
****

3/28/2014 Problems with Product/Service | Complaint Details Unavailable
3/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I filed a complaint with Allianz Global Assistance on Feb 1st, and uploaded all of the required documentation for the claim on Feb 4th it is now March 11, I have called to check on the status since the 10 day "window" that they claim it will take almost daily to inquire as to the status of the claim and if there is further documentation needed. While the reps are pleasant it doesn't give me any hope of getting my money back. I was supposed to travel with my 81 yr old mother and my 10 yr old daughter we were flying to Miami and going on the long awaited vacation on the ****** ******...unfortunately the morning of our flight I awoke extremely ill dizzy and vomiting and simply could not travel. I went to the dr's and had the forms filled out etc. 24 hours later both my daughter and mother came down with the same illness and were very ill as well. I'm sure that ****** would not have wanted us on the boat!The ****** rep felt positive that I would get a prompt refund from the travel insurance company as they use them all the time but to call ****** back if I didn't get my refund they would put the $$ towards another trip. I can't book another trip unless I get the $$ back...It is very frustrating to be told to "call back in 4 more days, oh 48 more hours then today another 48 hours" I need to get my $$ it is CLEAR that I was ill and I promptly sent in all documentation as required to do so. Very disappointing to just be given the run around

Desired Settlement: I am asking for a full refund of the travel amount so that I can travel again.Reservation #: ******** Cruise Itinerary: 5 Night Cruise departing from Miami Guest Name: ***** ***** Ship: ****** ****** ****** Date: 02-Feb-2014 Debark Date: 07-Feb-2014 Fare/Payment Information Today's Date: 01-Feb-2014 Vacation Price: $2,458.05 Money Received: $2,458.05200.00 received back from ****** (taxes)would like to get the 2455.00 back

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

Thank you for bringing this matter to my attention.

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

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

Thank you,

******* ******
Claims Escalation Analyst
Allianz Global Assistance

3/27/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: 3-11-2014 To Whom This May Concern My husband and I booked our vacation through ****** and out trip protection on September 18, 2013, our trip was to take place on February 11 – 19, 2014 fly from Orlando Florida to Honolulu Hawaii and a seven night stay at the ********** *******, our vacation was all paid for as was our trip insurance. On December 18th, 2013 my husband died unexpectedly, so I call the Allianz Global Assistance to see what I could do to get a refund our change the name on my husbands ticket, I was told it would cost my around one thousand six hundred to do any thing and the I would be better off going to the airline or just go on the trip because it is paid for, after weeks trying and phone call after phone call between the airline and ****** , I keep being told I should just go on this trip or lose the money we paid for the trip, I was losing this battle with them all, so here I have just lost my husband and I am being told I will lose the $2,568.72 as well. My husband was a **** *** ******* and we lived off his pension, so to lose that much money at this point can not happen, so I made my way to Florida to get the flight alone. I arrived in Hawaii and paid $44.50 to take me to the hotel. Once I got in side the room, I know I could not stay her and got right on the phone trying to get out of there, it took me three days to finely get someone to understand how bad this was for me to be here, the airport even called the crises hot line to have someone talk to me. On 2-13-2014 I called the Allianz Global Assistance and talked to a *** and a **, both told me I would get money back for leaving so soon, my money I had to pay for my new ticket and the 4 nights I was not able to stay at the hotel and my husbands part of the trip, they sent me the claim form and I sent it in on 2-15-2015. I called a few times to see if the claim was going through and spoke to someone ******* on 2-24-2014 she said she would work on it and send me a check as soon as possible, On 3-6- 2014 I was told I am not covered to get any thing back and so I am sending a copy of this letter to the appeals department, one to my congress and one to better business department. This is not right what these insurance company’s can do to people and get away with it. Thank you for your time in this matter. Allianz Claim # *********

Desired Settlement: Denied

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

Thank you for bringing this matter to my attention.

The consumers claim was reviewed  as an appeal this week. The Appeal Department has reached out to the consumer for additional information to process the claim.

The consumer may contact our Claim Department at ************ for an update.

Thank you,

******* ******
Claims Escalation Analyst
Allianz Global Assistance

3/26/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased Insurance for a concert from ****** ******. I was unable to attend due to an unexpected illness. The concert was on a Sunday evening at 8 PM. I was ill with the stomach flu that evening and unable to attend the concert due to discomfort. I would have had to drive one and one half hours each way to reach the venue. I was not ill enough to seek medical attention at an emergency room but thought it best to stay home considering my discomfort. When I contacted the insurance company, I received a rote response that I required vitrification from a doctor. I took the form required to my doctor and was told that they could not attest to my illness after the fact. I agree. They did not see me when I was sick to my stomach. This is a catch 22 situation, that I can not substantiate, "officially". The insurance policy dies not state that the health coverage is only for catastrophic instances. Please advise.

Desired Settlement: I would like a refund for the ticket purchase price and the insurance cost. Allianz Policy Number: ************** Claim Number: ********** ************ Order # ************

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 the consumers agreement was the following:

Any serious Injury or any unforeseen serious Illness occurring to You or Your Companion
which results in You being unable to attend the event for which the Single-Day Ticket is
purchased. You or Your Companion must be examined by a Physician within 72 hours of the
cancellation and the Physician must advise You or Your Companion not to attend the event.

According to the documentation on file, the consumer did not see a Physician who advised her not to attend the event.

Due to this, I regret that we are unable to overturn the denial.

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.

1.  *** **** ***** ******* I was unable to attend, was held in Hershey, PA on SUNDAY, March 09, 2014 at 8:00 PM. I live in *********** PA 74 miles away.

2.  I became ill on SUNDAY, March 09, 2014 at approximately, 4:00 PM. My illness was gastrointestinal. I was sick to my stomach and had diarrhea for several
hours.  When I sufficiently recovered form the symptoms, I decided that it was best to remain in bed for the rest of the evening.

3.   I did not see a doctor’s attention for my illness for tow OBVIOUS reasons: firstly, it was Sunday and the office was closed; secondly, my illness was not severe
enough to intrude on the important work done in the emergency room of my local hospital.

4.  In live in a very rural area. There are no walk-in medical clinics or alternatives available… at all.

5.   It is wholly MY DECISION not a doctors as to whether or not I attend a concert if I am  not feeling well. If you think in my condition on Sunday evening that I should have driven 74 miles (148 miles round-trip) form my home in **********, PA to Hershey, PA.; you are sadly mistaken.

6.   I called your Customer Service Representative on Monday, March 10, 2014 and inquired as to how I should proceed with my claim. He suggested that I visit a walk-in
clinic; we have none. He did not “SAY I NEEDED TO HAVE AN EXAMINATION”.  He said. I should have the form filled out. I took him at his word and you see where that has gotten me! I did go to my local physicians office on Monday, March 10, 2014. My doctor was not in on that day. I left the form a requested that it be filled out,
explaining the circumstances.  They declined saying that a physician did not examine me. I am beyond frustrated with the runaround on partial information I am receiving form all parties concerned

7.   Your criteria are outrageous. Shame on you and your industry.

8.   Your policy should make clear that your illness should occur during your doctor’s office hours, when he is in his office and accepting appointments.

9.  You should honor my claim! 9. You should honor my claim!


Regards,

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




3/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I cancelled a trip/tour from ****** ** **********, as I have some medical problems which prevented me from traveling. The tour began on January 3, 2014 and I cancelled Dec. 19th 2013. I had paid for the cancellation insurance with Allianz Insurance Co ($263.00). I received a partial refund through my travel agent. The remainder of the refund had to be approved by Allianz. I inquired as to the delay and was told that the medical reason for my cancelling the trip, by a nurse practitioner, was not covered, I was told that I had received a letter stating what was covered and what was not covered by Allianz. I had and have not received such a letter. The medical reason, I believe (as I did not see the nurse practitioner) while completing our separate forms, was and is *******. This is a disease which is considered as such by the ******** ******* ***********. I have been in treatment with her for this problem (and others) for several years. She deemed me unfit to travel, in view of the circumstances, at this time. This is what she reported to Allianz. I am 75 years old and am now suffering from treatable cancer, which I did not know I had at the time. However, the ******* alone is reason enough for me to be refunded the full amount of Allianz = $1,521.68. This is a huge amount of money to me and I hope you will intervene with Allianz to pursue their refusal and get me the refund. (*******, as **********) is a recognized disease. I hope to travel in the future, but could not medically, manage this trip. Thanks for your help.

Desired Settlement: Refund of $1,521.68

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.  These terms were mailed to the consumer along with a 10 day satisfaction guarantee period.

Specifically excluded from coverage was any loss arising directly or indirectly from a mental or nervous health disorders. To be sure that we adjudicate these claims as consistently as possible, we use the ********** *** *********** ****** ** ****** ********* (DSM IV).

As the cause of loss listed was included as a mental or nervous health disorder, I regret that we were unable to provide coverage for the consumer’s loss.


My review indicates that the proper decision was made.

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,

**** ******


*** notes provided to your office from doctors.

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

Thank you for bringing this matter to my attention.

We have reviewed the additional documentation sent in by the consumer and unfortunately, we are unable to overturn the denial.

The consumers insuring agreement was purchased on 10/31/2013. The terms of the agreement indicated that existing medical conditions were excluded from coverage and also events that were known or foreseeable when the insurance was purchased.

According to the recent documentation from the doctor, “*** ****** was treated in our office from October 2nd, 2013 – December 9th 2013 for severe left knee pain. During this time, she was unable to drive or travel beyond a few mile radius”….

As the consumer was not medically able to travel when the insurance was purchased, she would not be eligible for the waiver for existing medical conditions and due the event of not being able to travel being known or foreseeable we are not able to overturn the denial of the claim.

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

**** ******

The customer is very disappointed with the way this complaint was handled by Allianz and their unwillingness to compromise with an older woman that was clearly unable to travel due to medical reasons.

3/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My family and I supposed to go to ****** cruise vacation from 2/14/14 to 1/17/14. Unfortunaetly however, winter storm hit the ******** area and my flight was cancelled. My flight supposed to leave ******** @ 6:00 am. Crusie was the same day. Once I miss the flight there was no way to catch the cruise which was to leave the port @ 4:00 pm. I called airline and my trevel agent and asked any possible alternatives for catching any flight that day available around ********* **** ********* *** Answer was no since every flight was booked. Next available flight was next Tue when the vacation would be over. We anyway went to the airport with hope for stand by. No seat was available. I called ****** cruise and the travel agent to cancell the trip. I filed the cliame for the cruise reimbuersement with the forms and paperwork they askedincluding the letter from the ********* airline. No response from the insurance and I called Allianz. The clerk told me that I needed further docu from the ********* saying that when was the next available flight. I called *********. They told me that the letter they sent initially was the standard and sufficiant for the claim. I called Allianz and explined what the airline told me. But Allianz told me that because of that they are to deny my claim. First of all, since the flight was cancelled that day of cruise and we missed the ship which left the port aleady. If we missed the flight that morning no way to catch the ship. It doesnt matter when I could fly to the ******. Ship would not be there any more. Why they need more docu for that. The reason I got the insurance was to cover those possible situations. That is a simply an excuse to deny the claim. Second of all. I never read and signed any terms and conditions. They did not provide those things in advance. The clerk told me that the terms and conditions limis my claim. What terms and conditions are they talking about? They neve let me know in advance.

Desired Settlement: I want full refund of my money I paid, $2,647.76

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

Thank you for bringing this matter to my attention.

The consumers claim is currently in the final stages of being processed.

The consumers claim should be finalized within the next 5 to 7 business days.

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.

No solution mentioned. Simply they try to get more time.

Regards,

***** ****


3/21/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: FORM QUESTIONS > Name of Company: Allianz Insurance Co. (traveler insurance for US > Airways) Company's Contact Number: ************** Detailed Complaint: My issue is with the Allianz insurance co. ** ******* 9 other carriers as well. My husband and I had planned to take our family to *** ****** for our 50th anniversary. He passed on our 48th but my adult children and family were thrilled when I said we would go just the same...this April, 2014. I bought 6 tickets and insurance for each last Sept, 2013. In February, my son was able to make a career move by changing jobs, but because he has only been with the company for a short while, they could not grant him early vacation. We were all very disappointed but job/vacation is not a choice. I immediately contacted the insurance co. who told me to cancel his flight. I did so and have talked to at least 3 sr. agents at Allianz who quote policy and say they cannot make exception for a "work" reason as stated in the policy. US Airways does not allow passenger transfer so he must use the ticket (770.00) PLUS change fee of up to 200.00 by 9/22 when I purchased the 6 tickets or I/he will lose. That also is not an option. I am upset and cannot afford to lose this money, I thought I was doing the right thing by taking out the insurance...only to get stuck in a "loophole." Can you help at all? The 3 different agents at Allilanz have been very polite but rigid in quoting company "policy" that was out there for me to see when I purchased. I work for a large corporation as well and know about policy. Always an exception with extenuating circumstances and explanations. Thank you---******** *********

Desired Settlement: I do not feel it is unreasonable to request a refund on this one out of 6 tickets purchased. The circumstance was out of my son's control as a job opportunity /career move had to take precedence over a family vacation. The Allianz reps kept quoting policy : he had not been in the previous job 3 yrs and he had not been terminated. So someone seeing the writing on the wall of a job ending and taking another gets penalized for making the change in today's economy. I am pretty frustrated and have always bought the insurance when an airline offers it. What this has taught me is to tell myself and everyone who will listen NOT to buy the insurance. Rather take your chances that all will be well than get stuck in a "loophole."

Business Response:

*** *****:

Thank you for bringing this matter to my attention.

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

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

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

Thank you,

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

Consumer Response: [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: complaints@richmond.bbb.org.

Regards,

******** ********* Giving up has never been my style, but you have left me no alternative.  I will know in the future to refuse the insurance offered as a legitimate request was made and refused

I have shared my story with many who all were appalled and will choose to take their chances on "life " rather than buy the insurance which only covers major catastrophes.

3/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased travel insurance for a trip for myself and my wife from *********** to ** ***** ******* through ****** website. After purchase, my wife's physician required a second, followup surgery on her back that was not anticipated and was scheduled during our trip, therefore the trip had to be cancelled. When I filed a claim, the coverage was denied.

Desired Settlement: Pay claim for coverage purchased.

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

Please have the consumer include a policy or claim number so that we may further review.

Thank you,

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

Consumer Response: claims #*******  &    #*******     *** ******

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 readily available in the booking path prior to purchase and also emailed to the consumer.
 
Specifically excluded from coverage was any loss resulting directly or indirectly from an existing medical condition.

According to the terms of the insuring agreement, we were unable to provide coverage for the consumers loss as the loss was due to a condition that fell under the definition of an existing medical condition and was excluded from coverage.
 
 
Sincerely,
 
******* ******
****** ********** *******, USA

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

3/20/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: We purchased travel insurance from Allianz while booking airline tickets for my parents to see us on January 8, 2014. My mother had a routine checkup on January 8 and was diagnosed with cancer five days after we booked the trip and purchased the insurance. Due to need to operate and perform medical treatments, we canceled the trip and the event we were planning. We provided Allianz with the paperwork detailing my mother's appointments and diagnosis, but because her routine checkup date was the same date that we booked tickets, they are denoting this circumstance to be a 'preexisting issue' that is not worthy of travel refund. However, test results and prognosis were delivered on January 13, five days after the tickets were booked. We have called them a number of times and spoken with various representatives who all indicate that my mother's condition was pre-existing and unworthy of refund.

Desired Settlement: We would like for Allianz to refund us the airline ticket prices purchased, along with the amount spent to purchase their insurance policy.

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 readily available in the booking path prior to purchase and also emailed to the email address provided at the time of purchase.
 
The consumers insuring agreement included a named perils certificate. 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;or
                · were taking prescribed medication for the condition or the
                symptoms, unless the condition or symptoms are effectively
                controlled by the prescription, and the prescription hasn’t changed.
 
According to the documentation on file, the consumer’s Physician has indicated that symptoms for the condition that caused the loss began on 12/12/2013. The consumer’s insuring agreement was purchased on 01/08/2014, which means that the condition that caused the loss began during the 120 day exclusionary period and was thus excluded from coverage.
 
My review does show that the proper decision was made in this matter.
 
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.

I did not receive any offer from Allianz. They rejected my complaint because is inaccurate documentation compiled by them.

 
The nurse that completed the form was misinformed regarding the details included on the documentation. The December 10th date referred to in their response was the date of a regular annual mammogram checkup. Supplemental documentation was provided to Allianz to clarify that a regular checkup was performed on December 10, and that an actual diagnosis for cancer on January 13. This documentation received physician sign-off as well. Allianz has not acknowledged that and continues to point to the inaccurate dates. This is yet another reason why the service provided does not satisfy customers, and in fact, not reliable and do not offer what is promised in their agreements.
 
BBB, please let me know what else I can provide to help resolve this matter. This is clearly upsetting as my mother was diagnosed with cancer and was not able to travel. Had we known this could have been the case, we would have never booked airline travel.
 
Regards,

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




Business Response:

Dear *** ******:
 
Thank you for forwarding this matter to my attention.
 
As indicated in my previous response, the defintion of an existing medical condition is defined below:
 
                An illness or injury that you, a traveling companion or family
                member were seeking or receiving treatment for or had symptoms of on
                the day you purchased your plan, or at any time in the 120 days before
                you purchased it.
                You, a traveling companion or family member are considered to have
                an existing medical condition if you, a traveling companion or
                family member:
                · saw or were advised to see a doctor;
                · had symptoms that would cause a prudent person to see a doctor;or
                · were taking prescribed medication for the condition or the
                symptoms, unless the condition or symptoms are effectively
                controlled by the prescription, and the prescription hasn’t changed.
 
According to the documentation on file, the consumer’s Physician has indicated that symptoms for the condition that caused the loss began on 12/12/2013. The consumer’s insuring agreement was purchased on 01/08/2014, which means that the condition that caused the loss began during the 120 day exclusionary period and was thus excluded from coverage. The exclusion does not require a definite diagnosis.
 
My review does show that the proper decision was made in this matter.
 
Sincerely,
 
******* ******
Claims Escalation Analyst
**** ******* *****
********* ******** *****
*************************

3/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i had a surgery on January 8th 2014, shortly later i purchased an airline ticket to New York, as i was preparing for the trip i've got ill and my surgery was hurting . due to my illness my doc strongly advised me not go on with the trip. i've cancel my trip and asked for refund witch i'm in tittle to because i have purchased an insurance to cover the trip just in case anything happen. the insurance company refused to refund me. here is a copy of my claim. ?January 31, 2014 ****** ***** **** * ******** ******* ******* ** ***** *** Dear ****** *****, Claim Number: ********** Thank you for submitting supporting documents for your claim with Allianz Global Assistance. Please allow 10 business days for us to review this documentation. Our goal is to make this process easy for you. For the most up-to-date information regarding the status of your claim, please visit our website. There you will find many easy to use tools designed to help you through the claims process. We will send you notification when the status of your claim has been updated. Sincerely, Claims Department Allianz Global Assistance TRVL_MM Insurance Underwritten by Insurance Company ?Allianz Global Assistance **** *** ***** ********* ** ********** ******************************

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

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

3/19/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On November 21st I flew to Argentina where my suitcase was delayed, and opened. On my way back, I reported the missing things to the Insurance company. I took the insurance through ****** ********, however it showed a "***** ********" logo... I provided information relevant to the few things that were stolen from my suitcase, however they kept sending me letters to "provide documentation" I just answered properly every letter that I've received. Finally on January 24th. then sent me a letter alleging that my policy did not include the benefit to which I filed the claim. I considered this deceiving since is what they advertise. What I lost was less than $300.00 and I have no idea how could I provide documents for for example: "a silk tie that I got from the ***** ******* ****** ****" I feel deceived by this insurance scam. thanks for the attention to this matter. ***** ** ********

Desired Settlement: Pay for the damages and honor the policies that they advertise.

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

Thank you for forwarding this matter to my attention.
 
Our insurance, like any other insurance had a 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 the date of purchase.
 
Specifically included in those terms were the following:
 
Please make sure you read this Letter of Confirmation, your enclosed Certificate of
Insurance/Policy, and any other attached documents, including riders or other
forms carefully. Because the Certificate of Insurance/Policy may describe coverage
not included in your plan, be sure to look at all of the documents to understand your
specific coverage. Contact us immediately if you think there is a mistake in your
Letter of Confirmation. 

We were not able to provide coverage for the consumers loss because the consumer did not have the benefit that would have covered the loss. The consumer filed a claim for loss or stolen baggage however the insured only had baggage delay coverage.
 
My review reflects that the proper decision was made. At this time we are unable to overturn the denial of the claim.
 
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.

Their response is as deceiving as their advertising. That is exactly the issue: they advertise something and, if you don't read the small print, you are "*******". Forgive my bluntness but this is exactly the case. Indeed, my suitcase was delayed and when it shower up, was opened and with some of my stuff missing. All the insurance has been asking me is to give them "support material" what is that suppose to mean? I described what I was missing twice and they kept sending me the same answer. 

 
What am I suppose to do?

Regards,

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




3/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I started a claim on 2/2/14 (#**********) to initiate a claim for several travel issues I had during my trip. My issues included lost baggage, weather delays causing inability to return home during the time planned as well as a hotel stay related to the weather/flight cancellation. The website said to upload documentation at my earliest convenience. I returned home and collected all of my documentation. All documentation was submitted by uploading on the online claim form as attachments - on 2/18/14. I received an email response that documentation had been received and would require 10 business days for review. After not hearing from Allianz and the claim continuing to show pended on 2/28/14, I began contacting Allianz through their online Customer Contact Form/follow up on an existing claim. I received an automated reply response. Claim still pended. I checked claim status again on 3/3/14 and claim still showed pended so I submitted another Customer Contact Form. I received another automated replay response. Claim still pending. I checked claim status again on 3/4/14 and claim still showed pended so I submitted another Customer Contact Form. Claim still pending. I emailed the Customer Service Dept. with policy/claim numbers hoping someone might help. Claim still pending. 3/5/14 claim still pending. 3/6/14 Submitted another Customer Contact Form and received another automated response. I even uploaded a note to my documentation hoping someone would notice the new contact attempt. Attempted to reach company by phone and went to "endless" on hold waiting for someone to answer. I had all details related to why I should be reimbursed for my lost baggage, canceled flight and related hotel expense. I purchased travel insurance to be "insured" against these difficulties, but I certainly had no idea that Allianz would not be there for claim support.

Desired Settlement: I would like a payment of $763.32 but will accept a payment of $750.00 = Baggage delay $200.00 coverage ********* ******** documentation was uploaded), Travel/trip delay $200.00 coverage (******** ******** flight cost of $251.05 was uploaded), Trip interruption protection coverage $350.00, ($312.27 Hotel reimbursement = 4,124.89 pesos receipt was uploaded)

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention.
 
Our records indicate that the consumers Travel Delay claim was paid on March 11, 2014 and the baggage delay claim is pending for receipts.
 
The consumer may contact the Claim Department at *********** for more information.
 
Sincerely,
 
******* ******
Claims Escalation Analyst, USA

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

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 received an email on 3/10/14 that stated they were processing my claim for $****** for my travel delay and they requested receipts regarding my lost luggage portion.  First of all, the $****** is not nearly the amount that I was requesting and that should have been included in my coverage. I responded to them by email and have yet to receive a response back (yet again).  The next issue I have is that if they had read my initial submission letter in which I gathered all of the facts for them, they would realize that it was my inconvenience that I was requesting reimbursement on - not actual purchases.  I did not go out and make purchases because I continued to believe that my luggage would arrive "soon" as I was told by the airlines.  They neglected to address the remainder of my claim at all.  My email response to them is included below for your review.  As I mentioned, Allianz has yet to respond to my email.  It is very disappointing that their customer service has been this difficult to deal with when they sell policy after policy in which they never have to pay a dime on.  I'm sure that they are making big money by not responding to policy holders who eventually just give up instead of standing up for what is right.  Thank you for helping resolve this matter.

Regards,

****** ****





Email sent to Allianz in response Mon 3/10/2014 8:06 PM to 'claimsinquiry (Allianz Assistance USA)' <***********************************>:

********:

 Thank you.  However, I’m a little confused – why was $****** the only amount covered when the policy covered $****** for trip delay as well as $****** for trip interruption protection?  Also, I am unable to submit receipts for the baggage claim because I did not purchase clothing, etc. as ******** ******** told me my baggage would be arriving “soon”.  However, I was still terribly inconvenienced by the lack of prompt delivery of my lost luggage which included all of my clothing, toiletries and prescription medication. 

Can you please reprocess this claim for the appropriate claim amount or help me understand the lower amount?

Thank you,

****** ** **** 

 

 

From: claimsinquiry (Allianz Assistance USA) [******************************************]
Sent: Monday, March 10, 2014 4:02 PM
To: ***********************
Subject: RE: Contact Us Submission | ************************** | ****** **** | Status of a Claim - **********

Dear ****** ****,


Claim Number: **********

 

Thank you for contacting Allianz Global Assistance regarding your claim.  Please accept our apologies for the delay in response. 

 

Your claim information has been reviewed for your Baggage Delay claim and it has been determined that the following documents are needed in order to properly adjudicate your claim:

 

·         The receipts for emergency items purchased

 

We received all of the required documentation for your Travel Delay claim.  Your claim has been paid today.  We will be sending the check on 03/11/2014 in the amount of $******, to the following address: *** * ********* *** ************* *** **********, USA.  Your payment should arrive within 7-14 days.  If you do not receive the payment within this time frame, please contact our office to place a stop payment. 

 

Reason for pay:

 

·         The amount you submitted with your claim exceeded the daily coverage amount provided under your policy.  Please refer to your Letter of Confirmation for specific coverage details.

 

If you have any questions, or if we are able to provide you with any additional services, please feel free to contact Allianz Global Assistance at ***** ******** or via email at ***********************************.

 

Sincerely,

 

********

Travel Claims Department, USA

Allianz Global Assistance 




3/18/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a trip policy, for my daughter from Daytona, Fl, to Baltimore, Md. Unknown to me at the time I bought this policy, my Daughters illness got worse. we had just flown down to Fl less then 90 days before, with the same airline and travel insurance. the tickets were bought on Nov,03,2013. the trip was for 12/23/2013, over that time period my daughter became worse with the one condition and now has others. they say since a person was treated 120 days before for any illness they are not covered. if that's the case half the people that would fly, and try to use this would be denied. Which may be the case for this company? If a person gets sicker, the illness changes, and I'm not so sure that a Dr. would say that a condition could not get worse, and change to good or bad as time goes forward without anyone knowing its going to happen. If you buy trip insurance, you should be able to use it.

Desired Settlement: the only reason I ask for a refund, is I know you can not force this company to close. Its not bad enough that you have to struggle with illnesses, but then you have company's that take advantage of it.

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

Please have the consumer provide either the policy number or claim number so that we may review.

Thank you,

******* ******
Claims Escalation Analyst
Allianz Assistance

Consumer Response:

Better Business Bureau:

 

They say they want more information, they can not find their own claim number. here it is for them.

Claim Number: **********

 


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,

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




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 readily available for review in the booking path prior to purchase.
 
The certificate of insurance listed several conditions that were excluded from coverage, among those were existing medical conditions.  As the consumer was treated for the conditions that caused her loss during the 120 day exclusionary period we were unable to provide coverage for the loss.

My review shows that the proper decision was made.
 
 
Sincerely,
 
******* ******
Claims Escalation Analyst, USA

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

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,

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

Hello, I have read the 26 page document 3 times  now and can not find anything that says you can not be sick for 120 days before with the same illness??? the closest thing in their 26 page document that said 120 was in feet and that was for scuba diving. you should visit their web site it makes it look so easy to get insurance, says if you get the flu 2 days before your covered, then in the fine print it says look at the policy, TRY DOING IT!!!. (plus keep in mind this pops up when your trying to buy airplane tickets) it will take you all day to find it, its a flim flam, bate and switch. I did print my policy out when I bought it, if it says you can't be see for 120 days for the same thing, you would need a magnifying glass to find it .I will be happy to fax it to the BBB, as you won't be able to find it on their site. this was also death related according to the Doctors report. these people are out of control. it seems to me that they will use any excuse not to pay the claim.

Let me know if you want the 26 page insurance document faxed to the BBB.

Thanks,

 

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

3/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased 2 tickets to see *** at the ****** ****** ******* in ************ **. The date of the show was December 31, 2013. On my way the show, my right front tire blew out on the ************ ********. I did not have a spare tire in the car and had to call a friend for assistance. My friend went to my house, picked up the spare tire from my garage and drove to where my son and I had broken down. I changed the tire and got back on the road. Buy this time, 3 hours had gone by and we had no choice but to go back home - unable to make it to the show in time. When I purchased the tickets, I took out insurance with Allianz to cover any unforeseen circumstances. The cost for the insurance was an extra $14.00 which I paid when I purchased the tickets. I filed a claim on January 28, 2014with Allianz (Reference Number**********) and provided the required documentation - including the actual unused tickets from the show. The total cost of the claim was $163.50. I waited over a month without a reply from Allianz. I decided to call the claims department on February 25th and spoke to **** (* *****) who said she was a claims examiner. She informed me that unless I can provide a repair bill, my claim would not be honored. I explained that the circumstance did not require a repair bill. My friend was able to get the spare tire in my garage and bring it to where we had broken down. Her response was the same - unless I can provide a repair bill I was simply out of luck. To my utmost disbelief, I then asked to be reimbursed for the $14.00 I paid for the insurance coverage. She again refused.

Desired Settlement: I would like to have the cost of the tickets ($163.50) credited back to my credit card. I bought the insurance in good faith and never expected I would be declined reimbursement simply due to the fact that I did not incur repair bills - which is something I couldn't afford to do anyway. I am appalled at Allianz's refusal to reimburse me for something that I had no control over.

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 coverage specifically provided coverage for a mechanical breakdown on that day of the event.
 
Unfortunately, without proof of the breakdown, we are unable to provide coverage for the loss.
 
The claim is currently pending for documentation. The consumer advised that the damaged tire was replaced by a spare. If the consumer can provide coverage to show a tire was purchased to replace the damaged tire we can reconsider the claim.
 
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.

 
As stated in the response from the insurance carrier, 'The coverage specifically provided coverage for a mechanical breakdown on that day of the event'.
 
They are denying my claim based  on the fact that I did not supply proof of the breakdown, and therefore they are unable to provide coverage for the loss.
 
I have explained in my response and in my complaint that I did not incur any expense in this situation.  My tire blew out on the highway on our way to the play.  I called a friend who picked up a spare at my house and brought it to where I broke down.  We put on the new tire and went on our way.  By the time the tire was put on, 3 hours had gone by and we weren't able to make the play on time.  We had no choice but to go back home.  My son was extremely disappointed that we could not make the play (as was I).

Believe me - we would have much rather seen the play than to break down on the highway.  I find it appalling that the denial is based on the fact that I did not incur an expense.  There simply was not expense - thanks to my friend.


Regards,

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


3/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I filed claim number **********. Since over 10 weeks I have not received any update from Allainz about the claim nor do I get any satisfactory response on phone. I am told its on management review status and typically it is resolved in 6-10 weeks. Its been 11 weeks now but no update whatsoever.

Desired Settlement: Prompt settlement of claim

Business Response: Dear *** ******
Thank you for bringing this matter to my attention.

We apologize for the consumer’s frustration.  However, our investigation into his claim is continuing and as soon as that investigation is complete, we will certainly advise him.

In the meantime, the consumer is more than welcome to contact the Claim Department for any updates.

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.

Claim has been under management review for 4 months now. No update from Allainz. When I call, customer service does not provide me any update either. I need resolution of the claim.


Regards,

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



3/11/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This so called travel insurance states that it "will cover the expense of your flight in the event you need to cancel your trip" when you are directed to purchase it. Now that I find myself no longer needing to make the trip, I am unable to refund the cost of the ticket due to unadvertised loopholes. It turns out you basically have to be dead as your excuse to file a claim for trip cancellation and you better have the death certificate to prove it.

Desired Settlement: I would like this company to stand by its advertisement and actually refund the cost of my ticket due to a necessary trip cancellation.

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

Please have the consumer provide his claim number so that we may complete our review.

Thank you,

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

Consumer Response:

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

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. 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.

Currently, we are not showing that a claim has been filed by the consumer.
 
We are unable to comment because we do not have the necessary documentation to adjudicate this claim and therefore cannot address the consumers concerns but to say that the terms itself were accessible prior to purchase.
 
We also include a 10 day satisfaction guarantee period which allows consumers to look over the policy and deicide if it will meet their needs. If not, the consumer is allowed to cancel the policy and receive a refund of the premium as long as it’s within the 10 days of purchase and they have not yet departed on their trip or filed a claim.

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

3/10/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Trip Insurance. My wife had an unplanned surgery a month before our European trip that was booked a year in advance. After the surgery which removed approx. 55% of her right kidney, we asked the Doctor if it was still OK to take our planned 40th wedding anniversary trip to Europe. He said as long as she does not lift over 15 pounds of weight. On our trip, one leg was booked by train. After finding out the particulars that with the train you do not check you luggage in like air travel; you must carry your luggage with you and store it in your compartment. Our trip involved one transfer and during our trip we found that we needed an additional transfer. The train trip would have exceeded the 15 pound weight limit for my wife. Therefore, I made the decision to book a one hour plane flight verses a 1.5 day train ride with two transfers. I spent a good portion of three days filling out the complaint which included supporting documentations such as emails, Doctor instructions, our attempt to get a refund prior to the train departure date. The denial of our permit from Allianz was a short letter that stated trip insurance does not cover all aspects of every trip.

Desired Settlement: In the claim,. I referenced the contract that covered our situation and I believe that we deserve a refund of some type. If Allianz does not agree then it would be a bit more professional to give supporting rational that explains why they denied the claim verse the canned statement that "trip insurance does not cover all aspects of every trip". Since the claim referenced the contract I believe the denial should also reference the contract.

Business Response:  
*** ******,
 
Thank you for bringing this matter to my attention.
 
Our insurance, like any other insurance had terms conditions and exclusions that impact coverage. The consumers insuring agreement included a named perils certificate which listed all perils that were covered under the policy.
 
Unfortunately, we were unable to provide coverage for the consumer’s loss because making changes to the insured trip itinerary due to weight restrictions imposed prior to the purchase of the trip was not listed as a named peril. These restrictions would have also been known prior to the purchase of the trip.
 
My review reflects that the claim was processed appropriately.
 
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.

TO: ******* ******
 
******* ******, Claims Escalation Analyst for Allianz Global Assistance stated in the response to you that "Unfortunately, we were unable to provide coverage for the consumer's loss because making changes to the insured trip itinerary due to weight restrictions imposed prior to the purchase of the trip was not listed as a named peril.  These restrictions would have also been known prior to the purchase to the trip."
 
According to my wife we purchased the trip and trip insurance late in 2012.  The trip departure was in Sep 2013 and my wife's kidney surgery was not expected and was preformed three weeks prior to the trip departure.  The doctor considered a requirement of not allowing my wife to take the trip but since it was our 40th wedding anniversary, he agreed that she could go if she did not lift over 15 pounds and did not stress her healing during travel.  Our house burnt down in Feb 2013 and we lost all of our records. 
 
I do not agree with Allianz that we knew about the 15 pound weight restriction from the Aug 2013 surgery prior to the purchase of the trip in 2012.  I have checked with our travel agent (*** ******) and they told me that the 2012 records have been sent to their archives.  I am requesting the appropriate documentation from the archives and will submit a chronological list that will support our claim that the 15 pound weight restriction was not known prior the purchase of the trip as Allianz states in their response.
 
*******, whatever the outcome is with Allianz, we do appreciate your assistance with our disagreement with Allianz. For your information in upon our return of our trip we booked a trip in October of 2014 and again purchased trip insurance with Allianz.  If I would have know the issues that I am now dealing with we would have picked a different insurance.
 
Thanks again and I will send the additional information in the next couple of weeks.
 
******* and ***** *****
**** * ****** **** **
******** ** *****
 
************ 


 




3/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an insurance from Allianz on 25 Sep 2013 for our flight to *** scheduled for 6-9 Dec 2013. The purpose of our flight to Dallas was to celebrate my daughter's 1st bday. However, there was an ice storm in *** that interrupted our flight. On 6 Dec, my husband and I had to take a vacation leave from work to fly out of *****. Our flight was cancelled that day and was automatically rebooked for 7 Dec. On 7 Dec, the connecting flight to Dallas was looking good. Hence, we were able to fly from *****, ND to Minneapolis. As soon as we landed, I checked on the connecting flight to Dallas but it was not in the screen. When I inquired from *****, we were told all flights to *** were cancelled that day. We were rebooked again for the next day (8 Dec) but the flight was going to Atlanta then ***. The next day was 08 Dec and that was supposedly my daughter's party. We decided to cancel the party as we wouldn't make it if we flew on the 8th and we had no guarantee that *** airport would be then functional. We tried to go back to ***** that day (7th) but flights were booked. We had no choice but to stay in a hotel overnight, spent more money in hotel and foods. If we knew ahead of time that *** connecting flight would be cancelled again, we would have not flown to Minneapolis. Our purpose was to have a party for our daughter in Dallas and not to spend out of budget money at Minneapolis but we had no choice as we were stranded and flight to *** was cancelled again right after we got to Minneapolis. I called the insurance company and talked to an agent and I was provided guidance for claims. I was told that due to the flight interruption that I would be reimbursed for the flight cost as well as accidental expenses. I sent the claim with all receipts and supporting documents on 12 Dec 2013. I never heard from the insurance company until I called them on 20 Jan 2014. I was told by claim agent named ******* that 3 checks were cut for me, my husband and daughter and each amounting to $81+. I was shocked as it looked like they only paid the premium. I explained what happened to ******* and she promised to review and get back with me the next day. I missed ********* call the next day so I called the insurance again on 23 or 24 Jan 2014. I talked to another claim agent and she told me that ******* reviewed the claim and we are getting reimbursed for a total of $******. I told her that it's not even enough for how much I paid for the tickets. My total claims was $1180.20. That was for the following: $767.20 for tickets; $65.14 for insurance; $50.00 Baggage (we would NOT be paying this if we knew flight to *** was cancelled, why would we travel to Minneapolis for?); $9.00 for seat as we had to request to be seated together because we had a baby on lap; $78.36 for hotel in Minneapolis; $160 for taxi - back and forth for 2 days; $50 for our meal when we got stranded. Nobody wanted this to happen. We were thankful we bought insurance but Allianz shortchanged us. The 2nd agent I talked to told me that we are not being refunded for full cost of ticket because we used part of it. Have we known that *** connecting flight would be cancelled, we would have not flown to Minneapolis. This event not only caused us too much money by cancelling the birthday party but also emotional distressed. For the insurance not to pay what is due to us is unacceptable. We were not asking for anything we didn't incur nor deserve.

Desired Settlement: We would like to get refunded for the total cost of our flight tickets and all accidental expenses due to travel interruptions beyond our control for a total of $1180.20.

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

Thank you for bringing this matter to my attention.

Please have the consumer provide a claim number so that we may better assist them.

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.  

 
I have provided the claim number when I first filed the complaint. This shows lack of attention from Global Allianz insurance. This is the reference number I was provided during my email correspondence with the insurance company: *************.
 
Not only the staff were unhelpful, the first time they tried to send me an $** check, my husband's & daughter's names were incorrect & address was also incorrect, it took longer than longer to get the check. Everything was messed up. I will never get insurance from them nor would I recommend it. I know it is a business and that's all they care about their own interest not customers. I still require full refund of all my expenses. I wasted not only money and effort but time!

Regards,

**** *****




Business Response: *** ******,
 
Thank you for bringing this matter to my attention.
 
Please be advised that the number provided by the consumer was not the claim number as requested. The number just recently provided by the consumer is the policy number which also wasn’t included in the initial complaint and has now allowed us to access the claim.
 
Our insurance, like any other insurance had terms, conditions and exclusions that impact coverage. These terms were readily able during the booking path prior to purchase and also emailed to the email address provided along with a 10 day satisfaction guarantee period.
 
Trip Interruption provided coverage for additional transportation expenses to return home and unused pre-paid trip expenses. The consumer’s used part of their tickets during travel therefore the consumer isn’t eligible for a full refund of their insured airline tickets. The consumer’s also claimed baggage fees and seat fees for the portion of the flight that was used which isn’t eligible for reimbursement.  The consumer also filed a claim for their insurance premium which is never a refundable expense under a claim.
 
My review reflects that the claim was processed appropriately.
 
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.

Thank you for forwarding. 
The insurance reply is unacceptable. If we have known that the connecting flight to Dallas would be cancelled again, we would have not taken the flight to Minneapolis. I have reiterated that in my claim.
The first time Dallas flight was canceled, we were informed hence our flight from Minot to Minneapolis was cancelled as well. On the 2nd try to get to Dallas, the connecting flight was still good so we were able to get into Minneapolis. As we arrived to Minneapolis, we noticed that connecting flight was cancelled. It's not our fault that we were subjected to going to Minneapolis. If we wanted to go there we could have just driven. we didn't intend to go there therefore I demand a full refund of the ticket.
 
Regards,

**** *****




3/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My husband, ******, and I are trying to get a refund of travel tickets we bought Oct 31, 2013. I developed an illness and had to cancel the trip. We bought travel insurance with Allianz and therefore we filled out the needed forms. It is now March 2014 and we cannot contact Allianz. I have been left on HOLD for 30 minutes at a time. I have sent emails with no response. I was able to talk to a person who said I needed to send my itinerary. Another time I got a letter saying I needed to send another physician's report. I have sent both to them but I cannot hear from them. Meanwhile it gives them the opportunity to use our money with interest to their benefit. We are talking about 2 tickets. I need this taken care of ASAP as I believe I have waited too long.

Desired Settlement: We would like a refund of our tickets: 2 tickets in amount of $597.60 The travel insurance cost $26.88

Business Response: Dear *** *****,
 
Thank you for bringing this matter to my attention.
 
I have located two claims for the consumers and both have been processed for payment today.
 
We were in need of additional information on the Physician Statement form and received that information yesterday.
 
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,

***** *** ****** ****** 



3/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 02/16/14, I purchased tickets with ****** ****** (online purchase) to the ******* *** ** ******** ******* for 06/21/14, using my ***** credit card. On 02/17/14, that purchase was posted to my ***** account. On 02/18/14, another Charge was made to my ***** credit card for the amount of $13.98 from Allianz-Global-Assistance for event ticket insurance (Ref # VA ********* **). When I purchased the tickets with ****** ******* I DID NOT authorize Allianz-Global-Assistance to charge my credit card. therefore, this is a fraudulent practice and I can't help but wonder how many other victims are being taken by this action committed by Allianz-Global-Assistance.

Desired Settlement: I would like for my money be returned to my account, but more importantly, I'm hoping that the BBB can stop Allinz-Global-Assistance from continuing these fraudulent / unknown charges to people's credit card.

Business Response:

Dear *** ******,

Thank you for bringing this matter to my attention.
 
Our insurance is offered for purchased on the ****** ****** website. If the consumer did not want to purchase the insurance, the option to opt out would have been the option to choose.
 
The consumer also has the option to cancel the insurance plan by calling the Customer Service Department within 10 days of the purchase.  I have forwarded the request to the Customer Service Department to have the policy canceled.  

Thank you,
 
******* ******
Claims Escalation Analyst
Allianz Global Assistance

Consumer Response: Hi *******,

1.  First and Foremost, please accept my sincere appreciation for your assistance and dedication to public service.  I received a separate email from the business that my ticket insurance was cancelled and that the funds will be returned to my account.  I'm most certain that I would not have been able to have accomplished this without your help.

 
2.  In reading the response from Allianz-Global-Assistance to you, it is clear that they will continue in their deceptive ways to obtain funds from unsuspecting customers.  They clearly pointed out that I should have chosen to "opt out" from purchasing the insurance, clearly indicating that if you don't, you will be charged for the insurance.  
 
In my case, as I am sure it is with others, I wasn't even thinking of ticket insurance and therefore admit that I should have looked closer.  To me it is a deceptive and fraudulent practice.  Instead of automatically applying ticket insurance, what I think is the better practice is that Allianz-Global-Assistance AND ************ should instead have a pop up box asking the customer if they would like to purchase the insurance, instead of automatically charging unsuspecting consumers as I was. 

With best Regards,

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



3/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been trying to get reimbursed from this bus trip since Dec. 3, 2013. My companion of 28 yrs, was hospitalized on Nov.3, 2013 which left him extremely weak from pneumonia. My companion , **** *******, is over 81 yrs old and I couldn't leave him to go on this trip. I contacted our trip coordinator, **** ********, on Nov.19, 2013 and informed him about cancelling this trip. My companion was hospitalized again on Nov. 29 with congestive heart failure until Dec. 6, 2013. I have faxed every piece of information Allianz needed including the emergency room doctor's form, letter from his primary care dr. and invoice they requested from the bus company to no avail. As of yet, I still have not received one word from them or my reimbursement of $475.00.Please help me with this reimbursement.

Desired Settlement: I would like you to contact them and find out why I never received my reimbursement from the trip to The Biltmore in North Carolina on Dec. 3, 2013. I have sent them every form they requested and they are still not responding.

Business Response:

Dear *** ******,

Thank you for bringing this matter to my attention.
 
In order for us to process the consumers claim we were in need of information from the Travel Agent.

Since last speaking with the consumer, we have received this information.

The consumer should receive reimbursement within the next 5 to 7 business days.

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,

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



2/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an insurance policy through Allianz to reimburse travel expenses in case I needed to cancel my trip. I purchased 2 tickets from ** ******* on January 13th and then 2 additional tickets on January 14th after my wife's doctor determined that she was fit for travel. She was 7 months pregnant, but the doctor checked her out and claimed that she would be safe to fly. I decided to purchase the policy on January 15th just in case she went into labor early. Later that day she went to the hospital with what we thought were Braxton Hicks contractions, but the doctors said she was in labor and that they needed to perform an emergency C-Section. Our son was born 7 weeks early and we could not make our planned travel on the morning of the 16th of January. Because the plan was purchased on the 15th, it did not go into effect until the 16th. The sales person assured me that if something were to happen that caused me to miss my flight, I would be covered and my travel costs would be reimbursed. We provided them with all medical documentation to prove our claim. My claim was denied because Allianz claimed that my wife was showing signs and symptoms before purchase of the insurance. However, my wife showed symptoms of pre-term pregnancy after purchase of the policy, but before it went into effect at midnight that night. At this point they considered this a pre-existing condition as stated in a denial letter I received. On page 14 of the policy I purchased, it claims that I am covered for pre-existing conditions. It states "You, a traveling companion or family member can have an existing medical condition and you will still be eligible for all coverage and assistance services." Because we meet the criteria for a pre-existing condition and we purchased this as part of our policy. Allianz should honor my claim. In addition, the salesperson who sold me the policy told me that because my travel occurred after the effective time/date, my travel would be covered if I missed my flight. This was obviously incorrect and Allianz is using deceptive sales practices to entice their customers into purchasing a worthless product.

Desired Settlement: I would like my travel expenses reimbursed

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, our insuring agreement excluded coverage for 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 insuring agreement also offered a waiver for these excluded conditions, however one of the criteria was that the consumer be medically able to travel on the insurance purchase date.
 
Unfortunately, as the onset of symptoms began prior to the insurance effective date, and the consumer was medically unable to travel on the effective date of insurance, I regret that we are unable to provide coverage for the loss.
 
My review does show that the proper decision was made in this matter.
 
Sincerely,
 
******* ******
Claims Escalation Analyst
**** ******* *****
********* ******** *****
*************************

2/27/2014 Problems with Product/Service | Complaint Details Unavailable
2/26/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased insurance for the **** **** back in August 2013. Coverage was necessary since my mom was terminally ill and I was unsure if my daughter and I would be able to attend. She has since passed away and we are planning a burial service on the weekend of the **** **** event. When I contacted Allianz, I was first told of a disclaimer that was sent to my e-mail explaining the terms of the coverage and that based on this e-mail I had 14 days to cancel. I advised them that I did not receive an e-mail and the Allianz personal told me that I should check my spam folder. If Allianz is aware that many people do not receive these e-mail's then why don't they do something about it. This is fraud! They should have the disclaimer in the purchase window or have the customer re-directed to review the policy either before purchase or immediately after. I was denied a refund since my mom's death had to be within 30 days of the event. Very bad business practices! Very shady! Will never do business with this company again and I hope to spread the news... we don't need companies like this scamming consumers!

Desired Settlement: I would like a FULL refund to my credit card. My claim # is **********

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 readily available in the booking path prior to purchase and also emailed to ****************. We show no error in that submission.
 
The consumers insuring agreement included a named perils certificate. The following coverage was included under the event cancelation benefit:
 
                The death of a Family Member or a Companion on or within thirty (30) days prior to the event
                date
 
According to the claim documents on file, the loss occurred prior to 30 days of the event. Due to this, I regret that we are unable to overturn the denial of the claim.  
 
My review does show that the proper decision was made in this matter.
 
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 disappointed with the response I received from Allianz Global. Regretfully, I do not wish to pursue this matter any further, as it is a waste of my time.  I truly believe it is the intent of this company to deceive the Consumer and BBB should consider removing the A+ rating due to all of the unresolved complaints filed against this company. 
 

2/25/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

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

Desired Settlement: Change their policy and requirements.

Business Response:  
*** ****** 
Thank you for bringing this matter to my attention.
 
Our insurance, like any other insurance had terms, conditions and exclusions that impact coverage. These terms were readily available prior to purchase on the event website and were also emailed to the consumer along with a 10 day satisfaction guarantee period if the coverage did not meet the consumer’s needs.
 
As the cause of loss was not listed as a named peril in the insuring agreement we were unable to provide coverage for the consumer’s loss.
 
Sincerely,
 
******* ******
****** **********
******* ******* ****** **********

Consumer Response:

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.]

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


Regards,

****** **** 




2/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: I would like Allianz to pay what the initial customer service rep. promised they would, a refund of the total of my medical expenses due to deep venous thrombosis (DVT) from combination of trauma from the scooter accident and long plane ride home. Because the DVT happened on the flight home, I COULD NOT be treated abroad. I had no choice but to wait until the plane landed. The total of my expenses was $2774.43. Allianz has returned all of my bills and receipts to me, and I would be happy to shar

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

Thank you for bringing this matter to my attention.

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

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

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

******* ******
****** ********** *******
Allianz Global Assistance

Consumer Response: 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.

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

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


2/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a travel insurance policy (**************) from Allianz to cover a trip from *** to ****** on ******* flight 1318 on January 5, 2014. On that day, my flight was delayed for 8 hours, after which ******* lost my bag for three days. Since I had purchased travel insurance, I filed a claim number ********** for the baggage delay. As we received no response for several days, my wife inquired about the status by phone several times, when they said that everything was in order, the receipts were complete, and that it would take some more time. Today, on January 31st, we found out that the claim was denied because baggage delay claims only cover purchases made on the day of travel, January 5th. Their policy states that coverage is provided for essential items if baggage is delayed for 24 hours or more. However, despite the fact that we arrived close to midnight on January 5th, apparently any purchases related to the baggage delay must be made on the day of travel, January 5th. These two clauses cannot be consistent with each other, and if this is truly Allianz policy, then this is false advertising and an insurance scam. If we must wait 24 hours to know if we can make a purchase, yet must make the purchase within 20 minutes of our arrival to receive travel delay coverage, then Allianz cannot honestly advertise baggage delay coverage. They also are unable to process food purchased on January 5th during the 6 hour delay because that must be filed on a separate claim. This is a dishonest insurance company that tries to shirk its responsibilities to its customers. While checking to write a scathing review on Yelp, I found that their rating is 1.5 stars. It seems like I am not alone here.

Desired Settlement: Payment of 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 included in those terms were the following:
                Your coverage ends on the earliest of:
                ? the day you’re scheduled to return;
                ? the day you actually return, if you come back earlier;
                ? the day and time you cancel your trip; or
                ? the 365th day of the trip.

According to the consumer’s policy, the policy effective date was 01/05-01/05/2014, which reflects a one way ticket.
We were unable to provide coverage for the items purchased because the expenses were incurred when the policy was no longer in effect.

Due to this, I regret that we are unable to overturn the denial of the claim for the baggage expense.
The Travel Delay claim for the incurred food expenses will be considered since this expense was incurred during the policy effective date and was a covered expense. The consumer should expect reimbursement for this expense during the next 5 to 7 business days.      

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,

******* ***** Hello, 

 
Thank you for your response on this.  Their response did not resolve any of my complaints and continued to cite a limitations policy that is not clearly communicated to customers and essentially makes it impossible to receive compensation for a covered insurance event.  I would not classify this event as "complaints have been resolved", though I do not know what other options I have.  
 
Thank you, 
 ******* *****

2/20/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased ******** show tickets from ****** ****** as a Christmas gift for my parents on 12/13/13. I knew that because it was a gift I should purchase the insurance offered in the event my parents would not be able to make the show. After purchasing the insurance I received an email from Allianz Global Assistance for an emergency assistance card as well as a link to their website to download the insurance policy. I clicked on the link to the website but was never able to find the link for the policy itself. After Christmas passed my parents got a call from our family that my father's first cousin had died of a sudden heart attack. My parents immediately made arrangements to fly to ******** for the funeral not allowing them to attend the show that was scheduled for January 4th 2014. I contacted the insurance company right away and filed a claim as they requested. I emailed them the tickets for the show as well as the claim forms that were sent to me and a receipt for the tickets for my proof of purchase. In my claim form I explained that my parents had a death in the family and that my father's first cousin had died. After 2 weeks of waiting for a response and not receiving one (they ask for 10 days to reply) I called and spoke to the claims agent who informed me that she would not be able to provide my money back for my tickets because it did not fall under the listing of the specified family member. They cover parents,children,grandparents, grandchildren, Aunts, Uncles, nieces, nephews but not your first cousins. The claims agent stated that Allianz had sent me a copy of the policy but they never did. I absolutely never received it. I was so upset when I learned they would not honor my request. And extremely upset because I could not find the policy anywhere on their site to even find this out. On top of all of that they still made me pay for the insurance that I purchased for the tickets and lost money for the insurance and the tickets as well. I feel that I have been bamboozled and scammed. I purposely paid for insurance for coverage in the event my parents might not be able to make the show and they refused to pay out!!! Very unbelievable and unethical to me!

Desired Settlement: I decided to dispute this with my credit card company (******** *******) so if they give me the money back all will be okay but there is a possibility that ****** ****** will not give me back my money. If that is the case I want Allianz Global Service to honor my $316.70 by mailing me a check in the full amount. I also think that they need to make their policy clear and have it easily accessible on their website. Its almost as if they don't want you to find it so they don't have to pay out. I really hope that you investigate their practices because they are guilty of falsely advertising their product! Its not fair that you purchase insurance and they refuse to pay you for your loss and also refuse to pay back the insurance money itself. What is the point of purchasing the insurance if they are going to refuse to honor people's inability to attend an event specifically related to a death in the family. How awful!!!

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. These terms were readily available for review prior to the purchase on the ************ website and also emailed to ***************** on 12/13/2013 at 9:26PM EST. We show no error in that submission.  

The consumer's insuring agreement provided coverage for the following:

    The death of a Family Member or a Companion on or within thirty (30) days prior to the event date.

According to the consumer's insuring agreement, family member was defined as:

                Family Member means spouse; parent; child(ren), including children who are, or are in the
                process of becoming, adopted; sibling; grandparent or grandchild(ren); step-parent; stepchild; or
                stepsibling; in-laws (parent, son, daughter, brother or sister); aunt; uncle; niece; nephew; legal
                guardian; ward; an employed caregiver who lives with You; or a person with whom You have lived
                for 12 continuous months prior to the coverage effective date.

Unfortunately, a cousin was not listed as a covered family member.

Due to this, I regret that we are unable to issue reimbursement for the consumer’s loss.                

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 Insurance Company did not offer to make good on my complaint about them. They did not offer me my money back for my tickets and nor did they offer me my money back that I spent on the insurance. I really did not think that they would and I am quite disappointed in them although not really surprised. They claim that their terms are readily available on their website before you purchase the insurance but that is not true and I ask that you look into their website to see if you can find them.

I also think that they should change their family member terms (for a death in the family) to any blood related relative. I just don't believe that their terms are reasonable and because of their policy being the way it is, it probably will cause people to lie about which family members have passed away. If they haven't already, which is probably what I should have done had I been able to get a hold of the policy which I couldn't. That way I would have at least been reimbursed my money. Its a real shame and a bad way to run a business.

In any event. I did not get anything in return from this company for my troubles however I was able to dispute my claim for this problem with ******** *******. They have taken care of it. Its unfortunate that many other people in my situation will not have the same outcome. I hope that "YOU" Better Business Bureau, have a thorough look at this company and the way they run their company. They are getting away with scamming the public! Please look into it or more people will get scammed!!!

Regards,

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




2/19/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased Allianz Global Assistance Insurance to cover the flight of both my son and myself. My son's trip had to be cancelled. Allianz will not cover the cost, because it did not meet the criteria. Below is why I purchased - focus on "Trip Cancellation". From their webpage: Why Trip Protection? Get it for: •Travel cancellation or interruption coverage •Emergency medical and dental coverage •24-hour emergency assistance anywhere in the world. I went back to their website to confirm. There was nothing substantial other than "trip cancellation".

Desired Settlement: Full purchase amount of my airfare purchase

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. These terms were readily available for review prior to the purchase and also emailed to the consumer along with a 10 day satisfaction guarantee period. The insuring agreement included the following language:
               
     This is a named perils travel insurance certificate, which means it covers only the specific situations, events and losses
     included in this document, and only under the conditions we describe.

Unfortunately, the consumer’s reason for cancelation was not listed as a named peril in his insuring agreement.

My review indicates that the proper decision was made and I regret that we are unable to issue reimbursement for the loss.

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 purchased travel via ********* ******************************************** - their webapage Whether you’re flying halfway across the country or halfway around the world, Trip Insurance from Allianz Global Assistance helps you plan for the unpredictable. If an unexpected wrench interferes with your trip, you can have financial protection from a global leader that covered over 13 million people last year. Benefits of Trip Insurance include:

• Up to 100% cash back for covered trip cancellations, delays, and interruptions
• Reimbursement for the covered purchase of personal items when baggage is delayed for longer than 24 hours
• 24/7 hotline assistance

Let Allianz provide peace of mind and help take the worry out of unforeseen events that can disrupt your travel plans. Please see the Certificate of Insurance/Policy for terms, conditions, and exclusions.
Whether you’re flying halfway across the country or halfway around the world, Trip Insurance from Allianz Global Assistance helps you plan for the unpredictable. If an unexpected wrench interferes with your trip, you can have financial protection from a global leader that covered over 13 million people last year. Benefits of Trip Insurance include:

Allianz's policy is not readily available. I was lured into the obvious insurance benefits - you have to search out the details. Bottom line it was a worthless product. I have met and discussed this on Internet pages about their unethical behaviors. Apologize and refund my ticket purchase $498 and you should do the same for the other people you have scammed into a false benefit!

Regards,

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




2/19/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased travel insurance for our ******* trip scheduled for January 3-5, 2014. We knew there was a risk of weather issues because we live in ***** ****** and were travelling to ********* ******. That is the reason we purchased travel insurance and all language obviously available at the time of purchase indicated that we'd be covered. Upon confirmation of our ******* purchase, we did receive notification of the insurance with an attached policy document. The email gave no indication that there was a review period during which I could cancel my insurance. Even if there was, I would probably not have checked because an inability to travel due to confirmed travel advisories seemed like such an obvious covered event. Also, cancelling the insurance would have only saved me $8 of the $200 I spent for the hotel and the insurance. I could not have known that I wasn't covered for inability to travel due to travel advisories, even if I'd have done everything I could to research it, until I purchased the ******* hotel package and received the policy document via email. I see no way I could have protected myself and the information I had at the time was extremely misleading.

Desired Settlement: I would be satisfied if I could receive a refund of my $200.91 spent for the trip I was unable to take.

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

The insuring agreement included the following language:
    
    This is a named perils travel insurance policy, which means it covers only the specific situations, events and losses included in this document,
    and only under theconditions we describe.

Unfortunately, travel advisories/warnings were not listed as a named peril in the consumers insuring agreement.

Due to this reason, I regret that we are unable to honor the consumers request for reimbursement.      

Sincerely,

******* ******
****** ********** *******
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 company refused to make any offer to resolve my complaint. My complaint is that the way the policy is advertised would lead a reasonable person to purchase the insurance without even considering that the inability to travel to the destination wouldn't be covered. The terms and conditions were summarized on the purchase page of the website in a way that made them sound much more inclusive and, to view the full terms and conditions, a consumer would have had to click through multiple pages to bring them up. I believe 9 out of 10 consumers would go forward with the purchase without going through the hoops to view the Terms and Conditions. They were more easily available after purchase, but at that time I could only cancel the insurance and save $8, but would have been out the nearly $200 for the trip. I may have not even realized I wasn't covered after viewing the terms and conditions because they aren't entirely clear to an average consumer. 

 
The setup they have is very misleading and to find the truth takes effort that is unreasonable to expect from the majority of their potential customers. I believe their business model is based off of getting consumers to buy their product without understanding how limited the coverage is. A quick search of the company name on the internet reveals that I am not alone in having problems with this company.

Regards,

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


2/19/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a package flight and hotel from ******. com for my husband and his sister to fly across the country to see their mother in **. My husband has ** so when I proceeded to ****** checkout, they offer insurance for medical issues or interrupted travel plans. It seems wise to buy the insurance. I did so in good faith that they would honor a medical issue. We had to cancel the trip because my husband was experiencing exhaustion and extreme weakness. (typical episodes with **). We filled out all forms and sent in a note from his Dr. that knows how these episodes affect my husband and agreed that he should not travel. Allianz refused to honor our policy because he didn't physically see the dr. the day of cancellation.

Desired Settlement: I would like them to honor the policy, because it is the right and honorable thing to do.

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:

    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.

According to the documentation on file, a physical examine did not take place prior to the interruption of the trip. Due to this we were unable to provide coverage for the consumer’s loss.

Sincerely,

******* ****** ******
********** *******
Allianz Global Assistance

Consumer Response:

Better Business Bureau:

I understand that they required a doctors examination. It seems only fair that they should make this clear on the web site where they advertise coverage for medical issues. Another issue that is hidden deep in the policy is that it can't be something that has occured in the last six or nine months. This stipulation rules out anyone with a chronic illness. I believe that this too, should be made clear up front; after all who else would be most likely need coverage for medical reasons? If consumers are to be protected from slight of hand, cons, greedy businesses and just immoral business practices, I believe that consumers should speak out to protect other unsuspecting, if even naive, consumers.

Disappointed,

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

2/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have still not received the full value of my trip policy and I am demanding an arbitration hearing to pursue the remaining balance of my trip to ****** via ******** **********. The final monies owed to me is a total of $********.This complaint has been reviewed by ******* *** *** of New Jersey, Banking and Insurance Commission of New Jersey, New Jersey Attorney General, and the Attorney General of Virginia. Allianz Global Assistance did not respond to the ******** *********** *********** request for mutual filing.

Desired Settlement: Allianz did not respond to the request from the ******** *********** *********** for a desk or telephone hearing to hear the case filing # ** *** **** ** for the OWED balance of $3,330.42.

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention.
 
According to our records a settlement was reached with the consumer and the Department of Insurance.

As we have already reimbursed the consumer the amount of the settlement, we did not agree to arbitrate the matter as the settlement resulted in the closure of 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.

I received a partial payment as stated in my original complaint, but upon receipt of the payment, I did not sign or waive my rights to arbitrate as stated in their contracts to the public.  I have policies from other claims of their position to arbitrate complaints and I want to arbitrate for the remainder of the insurance claim.

Regards,

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




2/18/2014 Problems with Product/Service | Complaint Details Unavailable
2/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: I would like my claim paid in full - the cost of the flight was $578.

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

Thank you for bringing this matter to my attention.

Our insurance, like any other insurance had terms, conditions and exclusions that impact coverage. These terms were readily available for review prior to the purchase of the insurance and also emailed to the email address provided.

The insuring agreement provided the following coverage:

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

Sincerely,

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

2/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On January 25, 2013 I bought a travel Insurance in conjunction with my travel ticket at **************** to protect myself in an event of any travel emergency. My travel duration is from April 19, 2013 through May 29, 2013. May 03, 2013 I had an accident on a driveway and fell fracturing my wrist requiring surgery. As required by Allianz to file a claim and supporting documentation which was adhered. The issue came when we received a settlement check for only $600 from a calculated bill of $5,000.00.. This calculated amount includes the medical emergency, and travel, Emergency Medical Transportation $50,000. When we asked Allianz about why only $600 they said that's all its covered. We looked at the contract and states Emergency Medical and Dental coverage $10,000, Trip $200, and Trip Interruption Protection $1331.90.

Desired Settlement: I would like this matter resolved for Allianz to cover the expenses incurred on the travel emergency.

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

Thank you for forwarding this matter to my attention.
 
Our insurance, like any other insurance had terms, conditions and exclusions that impact coverage. These terms were readily available for review in the booking path prior to purchase.
 
The insuring agreement provided emergency medical benefits during your covered trip. A trip was defined as Round-trip or one-way travel to and from a place at least 100 miles from your home. It can’t include travel to receive health care or medical treatment of any kind, or commuting to and from work.
 
Upon further review, it was determined that the consumer’s loss did not fall within the guidelines of the insuring agreement. Unfortunately, we are unable to issue any additional payments on the claim as the loss and treatment was incurred within 100 miles of the consumer’s home.
 
 
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,

the consumer states that his primary residence is in the *********** and his billing address is in
*** ******Please be informed that I purchased my travel insurance online and I used my BILLING ADDRESS, viz:

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

Business Response:  
*** *****,

Thank you for bringing this matter to my attention.

The proof of residency sent does not coincide with the travel dates. We would need a bill that includes the date that the incident occurred. Preferably a bill from April and May 2013.


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,

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


Sent Via       :  Email

From            :   ***** ********
To                :   BBB Serving Central Virginia, Inc.

To Email       :   ****** *****
Subject         :   Reply to Busines re: ********* ** *******
Date Sent     :   January 26/2014

***********  :

** ****** *****:

     This refers to the letter sent to your office by ** ******* ****** of Allianz Global Assistance asking for proof of residency that coincide with the travel date.

     Please **** ******** the bills from April 2013 and May 2013 as mentioned by** ******* ****** in her letter to the BBB; viz:
     Utility bills-
     (1) Water: April 2013 and May 2013
     (2) Telephone: Aril 2013 and May 2013
     (3) Electric: April 2013 and May 2013

Regards

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

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

Thank you for bringing this matter to my attention.

The utility bills received will suffice in verification of home address.

The consumers insuring agreement excluded coverage for palliative care; therefore, therapy services and related expenses received after the covered emergency are not covered.

In order to process the consumer’s dental expenses, we need a copy of the Explanation of Benefits for the claim expenses. Our coverage is secondary in nature and therefore we cannot proceed without this information.

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.]  The
  Business stated..."The consumers insuring agreement excluded coverage for palliative care; therefore, therapy services and related expenses received after the covered emergency are not covered."

The policy contract did not specify that therapy services is not covered. The therapy expenses incurred should be reimbursed.

The Business also stated..."In order to process the consumer's dental expenses, we need a copy of the Explanation of Benefits for the claim expenses."

Since I have no dental coverage with any other insurance, so therefore, no copy of Explanation of Benefits for the dental expenses can be furnished to the Business.

Regards,

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



2/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I booked a flight through *********** for my son who is active duty military. He wanted to come home on leave for Christmas of 2013. I did not know whether the airline arrangement that I made for him would be convenient for him. My son was newly assigned to ********* *** in Shreveport, Louisiana. He had only been there a few days and did not know exactly what his schedule was but he knew he would be coming home sometime the week of the 20th 0r 21st. I knew that my son was a new Airman in the Air Force so he didn't have much money. I booked a flight for him that he tentatively told me would be his departure date from there to home. I purchased his ticket through ******* and also purchased cancellation insurance through Allianz. Upon finding out from my son that he would have a problem making this flight because of last minute information that he got from Air Force officials. He would have to do some processing that was unexpected and crucial to his processing in to *********. I then phoned Allianz to let them know that my son could not fly on the date purchased and that I would need to file a claim for my money to be refunded. I was told by the representative that I probably would not be able to get my money back at all but I was welcome to file for a refund but I would have to have some sort of documentation proving that my sons leave was not approved. My son had no documentation because his leave had not been requested at this time. He had only been assured by his supervisor that it would be okay for him to take leave. He had filed no paperwork yet. Allianz let me know from the beginning that they would probably not honor my request and honor their claims on the website that I paid for cancellation insurance.

Desired Settlement: Refund the cost of the airline ticket that I purchased and stop deceptive practices.

Business Response:  
*** ******,
 
Thank you for bringing this matter to my attention.
 
Our insurance, like any other insurance had terms, conditions and exclusions that impact coverage. Those terms were readily available prior to the purchase of the insurance and also emailed to the address provided along with a 10 day satisfaction guarantee period. This allowed the consumer to look over the insuring agreement and if it did not meet the needs of the consumer, the policy could have been canceled for a full refund of premium.
 
We currently do not have any documents on file and therefore would not be able to adjudicate the consumers claim. What we can advise of is the terms and conditions and the terms were very specific in that it provided coverage if your personal leave was revoked due to certain military obligations.
 
At this time we are not able to finalize the claim without claim documents. If the consumer wishes to proceed with the claim we would need the requested claim documents.
 
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 tried to get my money back within 1 hour of purchase and was told by the representative that I spoke with at Allianz that I would probably not get my money back because the reason that my son was denied lease was not a viable reason. I was not told at any time of a ten day cancellation period. Even though I called them within one hour to stress my dissatisfaction. 

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


2/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

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

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

Thank you for bringing this matter to my attention.

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

Sincerely,

******* ******
Claims Escalation Analyst
Allianz Global Assistance

2/18/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I was admitted to the ER in Puerto Vallarta on vacation, it was life threatening. I paid for the bill out of pocket. Upon returning to the states, I faxed over all the medical paperwork I received from the hospital, including the doctor's notes, signatures, medical ID #'s, prescriptions, and copy of the bill I paid, etc. Allianz says it takes 5-10 business to review the information... It took 30 days. I phoned the customer service agent and she said, "I'm sorry, it has taken an extra long time, but it was the holidays and all, and it has been quite cold here." I don't care how cold it is, she picked up the phone, which means the company and its employees are working. I asked if they needed any documents, she said, "we just need your itenerary" which I sent again. She then said, "I see your claim is in Spanish, we will need to find a translator." I said, "Good God, you're a global insurance company, are you telling me you only have English speaking employees even though you guarantee insurance globally?" She apologized. 1 week later I still hadn't heard anything, so I sent an email to their website where they guarantee I will be contacted by customer service within 48 hours. It has now been 6 days since I sent that message, and I also received an auto generated email stating they received my request. This is the MOST ridiculous company I have ever come into contact with. I still do not have my money, nor has anyone bothered to contact me whatsoever after my multiple attempts. You have better chance at winning the lottery than getting any kind of care from this company. NEVER, EVER AGAIN!

Desired Settlement: I want my entire medical bill paid for per the contract, as well as the premium I paid for to get it.

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

Thank you for bringing this matter to my attention.

Please have the consumer provide the claim number so that we may continue our review.

Thank you,

******* ******
Claims Escalation Analyst
Allianz Global Assistance

2/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased tickets on **************** web site for an event with order #************ and the Incident #(where Allianz Global Assistance had a checked box on the processing form; saying I would buy insurance for the three (3) tickets I had purchased) ****** ******. This is illegal on the behalf of ************ to allow another vendor to illegally piggyback charges on an order for tickets. The charge was $21.00 that went to Allianz Global Assistance and I would like my money back. Had Allianz Global been reputable; they could have had a box there but not checked: knowing they were NOT part of the transaction!!Please help me get my $21.00 back; and put restrictions on Allianz Global to STOP this illegal practice.THANK YOU

Desired Settlement: I WANT ALLIANZ GLOBAL ASSISTANCE TO REFUND MY $21.00 back to me! I neither requested their insurance nor do I need it. I am 66 years old and quite capable of keeping my tickets SAFE.

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

Thank you for bringing this matter to my attention.

Please have the consumer provide a policy number so that we may look into this matter further.

Thank you,

******* ******
Claims Escalation Analyst
Allianz Global Assistance

2/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: I would like to have a refund for the amount of 2 of the tickets which is $164.00

Business Response: *** ******,
 
Thank you for bringing this matter to my attention.
 
Our insurance, like any other insurance had terms, conditions and exclusions that impact coverage. Those terms were readily available prior to the purchase of the insurance and also emailed to the address provided along with a 10 day satisfaction guarantee period. This allowed the consumer to look over the insuring agreement and if it did not meet the needs of the consumer, the policy could have been canceled for a full refund of premium.
 
I have listened to the initial phone call in which the consumer advised our agent that it was snowing, sleeting and freezing rain where she was and wanted to know if it was covered.
 
Our agent then went over the reasons we provide coverage for related to weather (mechanical breakdown of vehicle and your home being uninhabitable due to weather). The consumer at that point just said she would wait and see once it gets closer if she could make the event. At no point was there a mention of a mechanical breakdown of the consumers vehicle therefore our agent did not go over the necessary documents needed to support that claim. The consumer at that point just said she would wait and see once it gets closer if she could make the event.

At this time we are unable to reimburse for the claim without verification of the incident that caused the loss.
 
Thank you,
 
******* ******
Claims Escalation Analyst
Allianz Global Assistance

Consumer Response:

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

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


Regards,

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




1/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am very disappointed and frustrated with how our case has been handled by the Allianz. I purchased this trip protection through a straight forward process when booking my travel. There were NO terms and conditions displayed. I planned to travel with my mother. Although having CHRONIC arthritis for the past couple of years, it never interfered with her life prior to booking our travel. However, she started experiencing significant pain and trouble walking on October 13th, about a week after we booked our tickets. I called and talked to several representatives who gave me conflicting accounts on WHO was covered. Once it was established that (according to your contract with the travel agency) both of us were covered, I was told to file the claim. I described the medical problem several times in great detail and not one person said it was not covered as a preexisting condition. Due to the complexity, representatives’ confusion and lack of clarity of the claim process, I chose to cancel the trip entirely, rather than keep and use the tickets within the year and I filed the claim. I did not hear from anyone for over 3 weeks, at which point I called and was told that it was denied due to preexisting condition. I then proceeded to submit new documentation from a different doctor with the new diagnosis. Although, my mother exhibited some symptoms for 2 years prior, they were either MISDIAGNOSED as arthritis or unrelated to the pain she experienced on October 13th. She was diagnosed with the Bilateral Severe Superficial Venous Insufficiency on October 29, 2013. This was NEVER diagnosed before and required 13 procedures (so far) to treat. She was advised not to travel at that point due to increased risk of deep vein thrombosis. I have not heard anything following the submission of new documentation and the claim status is still listed as "not approved".

Desired Settlement: The desired settlement is the approval of my claim. If the health situation described above is not covered despite being clearly a medical emergency (especially since I was never advised of preexisting condition exclusion), then this travel protection plan has no value and is meant to deceive.

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

Thank you for bringing this matter to my attention.

The consumers claim is currently being handled by the ****** Department. Additional information has been requested to determine if the cause of loss is one that would be covered. The communication was sent to the consumers address on file.

If the consumer has additional questions, she may contact the Claim Department at ************.

Thank you,

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

Consumer Response: Better Business Bureau:

There has been no offer and the company's reply has not solved anything so far. All it says is that my complaint/claim is still under review. I am definitely not satisfied.

Regards,

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


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

According to the consumers file, the Appeal Department has reached out to obtain additional documentation to finalize the Appeal.

Appeal status updates are not available online and if she wishes to follow up, she may want to contact the Claim Department at************.

Thank you,

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

1/27/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased flight cancellation insurance form Allianz. My flight was delayed over 24 hours due to an ice storm. The airline placed me on a flight 28 hours later. I did not have a choice to get on an earlier flight. This is clearly a qualifying circumstance under the terms and conditions of their contract. Yet I was told that since the airline did fly the route within the 24 hours it was not qualifying. I did not have a choice, I was told when I would be allowed to fly, therefore my delay is over 24 hours, if I could have gotten on an earlier flight I would have. This company is fraudulant.

Desired Settlement: Pay the cost of my airfare as indicated in the insurance policy.

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, our trip cancelation/interruption benefit reimburses when there is a 24 hour  stoppage of service on the consumers scheduled route by the airline.
 
According to flight records, the airline did not stop offering services for 24 consecutive hours as there was a flight that departed on the consumers scheduled route. The insuring agreement is very specific in its terms. Unfortunately, not being able to board that flight due to availability of seats was not listed as a named peril.
 
Sincerely,
 
******* ******
Claims Escalation Analyst, USA
Allianz Global Assistance
**** ******* *****
********* ******** *****
*************************

1/24/2014 Problems with Product/Service | Read Complaint Details