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Central Virginia

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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 16 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 526 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

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Customer Complaints Summary Read complaint details

526 complaints closed with BBB in last 3 years | 198 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 54
Billing/Collection Issues 20
Delivery Issues 8
Guarantee/Warranty Issues 51
Problems with Product/Service 393
Total Closed Complaints 526

Customer Reviews Summary Read customer reviews

20 Customer Reviews on Allianz Global Assistance
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 19
Total Customer Reviews 20

Additional Information

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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
Customer Contact: Ms. Kalinda Harmon, Complaint Handler
Principal: Mr. Mike Nelson, President & CEO
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

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

  • 1
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  • Guarantee or Warranty

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Additional Web Addresses

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Additional Email Addresses

  • - Communication/Mass Email
  • - eQuote
  • - Technical Support
  • - Sales
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Complaint Detail(s)

8/27/2014 Advertising/Sales Issues
8/27/2014 Problems with Product/Service | Read Complaint Details
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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,

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



BBB's Final Determination: Consumer accepted resolution offered by the business.

8/26/2014 Problems with Product/Service
8/21/2014 Problems with Product/Service | Read Complaint Details
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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,
******* **********



BBB's Final Determination: Consumer accepted resolution offered by the business.

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,

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



BBB's Final Determination: Consumer accepted resolution offered by the business.

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,
 
******* ******
****** **********
 ******* **** ******* *
**** ********* ********
 ***** ****************
*********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/4/2014 Problems with Product/Service | Read Complaint Details
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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,

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

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,

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



BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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,

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

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.

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

7/31/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We purchased travel insurance from Allianz Assistance via ****** ******** website for a trip we were to take in July 2014. Unfortunately, we had to cancel the trip due to financial issues. During the process of purchasing the insurance as well as immediately after canceling we were told that financial hardship would be a covered reason. Once we filed our claim to refund incurred costs, it was denied. Reason for the denial was financial hardship was not a named covered event. Unfortunately, their website does not call this out unless you dig down deep into their policies nor did their agents we talked to prior to purchasing the policy. As a matter of fact, one person told me directly that financial hardship was a covered event. Only when I talked to an actual claims adjuster was I told the first person was wrong. They stated that the initial "sales" people are not claims adjusters and have the right to state something is covered without actually talking to a claims adjuster. Furthermore, I was told by the claims department supervisor that I should have contacted their claims adjustors department prior to purchasing (normally not allowed by sales) to verify coverage and sales just "stated everything would be covered" type of message. To me this is false advertising that cost me not only the price to cancel my airline tickets but their insurance premium as well.

Desired Settlement: Please refund the amount of my airline tickets ($800) as claimed and promised by Allianz's sales department. It does not matter that only a claims adjustor can decided what is covered or not if your sales group is making promises as to what is covered or not.

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention.
 
Our insurance programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage. These terms were emailed to the insured immediately after purchase along with a 10 day satisfaction guarantee period which allows the consumer to look over the policy to decide if it will meet their needs.
 
Financial hardship was not included as a named peril in the consumers insuring agreement. We also have not been able to locate a phone call in which one of our agents advised the consumer that it was a covered reason. If the information was provided to the consumer by the airline, the consumer may want to contact the airline for any additional recourse.
 
I regret that we are unable to provide the insured with a more favorable response. 
 
Sincerely,
 
******* ******
Claims Escalation Analyst
**** ******* *****
********* ******** *****
www.allianzassistance.com

Consumer Response: Better Business Bureau:

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

I do not know why they have no record of our calls but we called several times from either ***** ******** or ***** ********.  Maybe their records are incorrect or they don't actually record/save calls from last February, I personally don't know.  I do agree it was not a "named" coverage but their sales stated it would be covered, not once but twice.  Their website puts the requirements several clicks down while stating that most items will be covered (false advertising) which is also mentioned in a lot of the complaints listed against them via BBB.org.  They should do the right thing for a customer and honor their mistake and refund my cost for canceling the trip or worst case the cost for the insurance as a "good measure."  Policies should be changed along with their website to clearly state what is or is not covered rather than making a person hunt it down.

Regards,

**** *****

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

7/31/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Took out Allianz insurance on 14 May 14 after I booked *** **** hotel. My trip was scheduled for the 15th of May 14. Two hours later I had to cancel because of a death in my wife's family (first cousin). After putting in a claim with Allianz, they denied my claim due to not having cancelled on the day of my trip, which was for the 15th of May.

Desired Settlement: If I take out insurance of the 14th, then I should be covered right then and there. I should receive full restitution.

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention. I apologize for any frustration the claims process may have caused the insured and offer our condolences on the passing of his family member.  
 
Our insurance had terms, conditions and exclusions that impact coverage. These terms were readily available in the booking path prior to purchase and also emailed to the insured.
 
The terms indicated that the Trip Cancelation benefit went into effect the next day after purchase at 12:01 am. Unfortunately, the loss occurred prior to the insurance effective date.

Also, the policy provided coverage for the death of a family member. Unfortunately, cousin was not included in the definition of a family member.
 
The claim has been reviewed and the proper decision was made.
 
I regret that we are unable to provide the consumer with a more favorable response at this time.
 
Sincerely,
 
******* ******
Claims Escalation Analyst
**** ******* *****
********* ******** *****
www.allianzassistance.com

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

7/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased tickets to the ******* ***** **** as a Father's Day gift for my husband. Because of his work travel schedule and frequent international trips, I purchased trip insurance. I hadn't done this before and on the ************ site when it advertised that (as quoted from ************, "With Event Ticket Insurance, if you can't attend an event for any covered reason – such as illness, airline delays, traffic accidents and more – you'll get 100% of the ticket price returned to you" I decided to go ahead and purchase the insurance. My husband came home ill from a trip to Mexico on the day before the race. Due to diarrhea and fever, he obviously was not interested in attending the race. Today, I looked up the ticket confirmation to see how I go about claiming the tickets and noticed that it said I should have received a separate email from Allianz Global. The number to Allianz was provided anyway, so I just called. The representative informed me that my husband needed to be seen by a doctor within 72 hours, which had passed. I offered to supply my husband's air ticket from Mexico, but was told that was not good enough. They explained that I should have received an email after purchasing the tickets telling me the coverage information as well as what needed to happen in order for illness to be approved for a refund. I looked through my email and never received this. I guess had I read my ************ receipt better, I would have known to expect this document. That said, as I show above, ************ does not say on their site that we would have to include a doctor's visit for something that doesn't really require anything but liquids and rest to get over and that the doctor's visit would likely cost us as much or more than the tickets. So, is it not unfair practices for them to advertise illness as covered when purchasing the insurance and then after it is bought, send an email stating all the hoops that would need to be jumped through in order for them to cover an illness?

Desired Settlement: I would like a refund of the tickets since they were purchased under the description on the ************ site stating that illness is covered by this insurance policy.

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the consumer.
 
Our insurance programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage. These terms were readily available in the booking path prior to purchase and also emailed to the consumer.
 
The terms required that an exam be performed by a licensed physician within 72 hours of cancelation.
 
According to the consumer this was not done.

Due to this, I regret that we would be unable to honor the consumers claim.
 
Sincerely,
 
******* ******
Claims Escalation Analyst
**** ******* *****
********* ******** *****
www.allianzassistance.com

Consumer Response: Better Business Bureau:

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

Please review the attached document, which is what I saw when purchasing the insurance on the ************ site.  It says under the "how it works" heading "With Event Ticket Insurance, if you can't attend an event for any covered reason-such as illness, airline delays, traffic accidents and more, you'll get 100% of the ticket price returned to you."  There are no asterisks for disclaimers stating a doctor's visit would be required.  Just this heading stating that illness is an example of a covered reason.  Under tab 3 "How to Buy" it also does not say anything about how I should've received an email with a policy after purchase.  As you can see, it only says there will be a separate charge from Alliance Global.  I also looked on your site and do not see this policy readily available to read as you claim.  That isn't the point though, the document I'm showing you is what is on the ************ site about your insurance.  Your not honoring this I believe is a scam and criminal. 
Regards,

**** *****

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

7/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had so many issues with this company. There customer service was horrible, their website wasn't clear when I needed to file a travel insurance claim, I was given false information when I called the company about filing the online claim, they stopped processing my claim without telling me for no reason and when they finally did process the claim they used every loop hole possible to not pay me the amount that was appropriate.

Desired Settlement: They need to better educate their employees so they are giving factual information and processing claims correctly the first time. Their insurance policies should be much more clearly stated. As they are now, they are very misleading to the consumer. I would never purchase travel insurance from them again because I would always be concerned about how they are going to get out of paying me back for the money that I am entitled too. The overall process of working with the company was exhausting and frustrating and I felt completely taken advantage of.

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention. I apologize for any frustration the claims process may have caused the insured.
 
Our claim review process is 7-10 business days after all documentation has been received.
 
According to the information on file, the consumer’s loss was covered under the Travel Delay benefit and this benefit had a daily limit for each day of delay.
 
The claim has been reviewed and the proper decision was made.
 
Sincerely,
 
******* ******
Claims Escalation Analyst
**** ******* *****
********* ******** *****
www.allianzassistance.com

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/29/2014 Advertising/Sales Issues | Read Complaint Details
X

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

****** *****

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

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,

**** *******

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

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,
****** ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

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.

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

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,

***** ******

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

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,
 
******* ******
****** ********** *******

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

****** *****

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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 ********. 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

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,

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

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,

**** ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

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,

****** ****

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

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



BBB's Final Determination: Consumer accepted resolution offered by the business.

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,

**** ******

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

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,

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

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,

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

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,

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

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,

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

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,
 ******* ****** ****** ********** ******* **** ******* ***** ********* ******** ***** *************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

**** ******




BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

6/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a travel insurance plan from this company when it was called Access America back in 2010 for $130. This was for the Basics Plan. The date of purchase was 10/1/10. I was suppose to travel to Sydney, Australia to see the rock group, Bon Jovi, perform in concert. I didn't go because my cousin passed away, prior to the trip. The travel dates were 12/14/10 to 12/19/10. The trip was through ******* ***** in New York and the package was for $1,974. That isn't including the airline tickets. I had flights on ** *** and ****** for a total of $1,879. Total expenses, $3,853. I never did receive a penny back from either company when I canceled this trip. My claim was denied in October of 2010. I tried to get the $1,974 portion of the trip from ******* ***** but received nothing. I really never did understand why. What is the purpose of having travel insurance, if you can't get your money back when you cancel the trip because of that reason. I also suffer from anxiety and depression and was taking ******* and ******* during that time. I really think that I was cheated out of a lot of money. Also, had to purchase a passport to travel. I have been trying for years to recover the funds. I filed a complaint about ******* ***** in the passed. The trip was listed on the *************** website. I contacted them too, and didn't accomplish anything.

Desired Settlement: Would really like my $3,853 back. A minimum of $130, because I feel that this company did absolutely nothing for me. I paid for a service that I never did receive.

Business Response: Dear Ms. ********:
 
Thank you for forwarding this matter to my attention.
 
Our insurance programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage.
 
In particular, the coverage provided reimbursement for the death of a family member. Family member was defined in the insuring agreement and unfortunately a cousin was not included in that definition.
 
At this time, my review indicates that the proper decision was made and I regret that we are unable to provide the insured was a more favorable response.  
 
Sincerely,
 
******* ******
Claims Escalation Analyst
9950 Mayland Drive
Richmond, Virginia 23233
www.allianzassistance.com

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/3/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: *****.com a travel booking company partners with Allianz.com to provide "travel insurance". They don't say what is covered online. Most people by insurance so that if their travel plans change they can either cancel or change their flight plans. Those conditions are NOT covered by the insurance. This is a SCAM.

Desired Settlement: I want my money back for the insurance policy and my flight.

Business Response: Dear Ms.******:
 
Thank you for forwarding this matter to my attention. 
 
Our insurance programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage. These terms were readily available in the booking path prior to purchase and also emailed to the consumer on 05/08/2014 at 6:53PM EDT. We show no error in that submission. The policy also included a 10 day satisfaction guarantee period which enables consumers to look over the policy and decide if it will meet their needs. If not, a request can be made for the full refund of the premium
 
 
The agent was correct in that the insuring agreement did not provide coverage for the consumer’s loss. The consumer opted not to file a claim.
 
I regret that we were unable to provide the consumer with a more favorable response. The consumer may still contact the Customer Service Department to inquire about a refund of the premium.
 
Sincerely,
 
******* ******
Claims Escalation Analyst
9950 Mayland Drive
Richmond, Virginia 23233
www.allianzassistance.com

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,
***** ***************




BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/2/2014 Guarantee/Warranty Issues | Read Complaint Details
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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.

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

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,

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

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,
****** ******




BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

***** ******

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

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,

******* ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

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.

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

***********

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

* *

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

5/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased the travel insurance through Allianz. I traveled to WV during my Spring Break to see my mother who has ovarian cancer. I am a school counselor living in Georgia. I planned to drive back to GA after my spring break, work a few days then fly back to WV for a court appearance I was scheduled to make. However, while I wa in WV, my mother's condition became increasingly worse, and I decided to stay in WV to help with her care. I filed a claim with Allianz. When I returned to GA, I sent the same paperwork I used for the ****** ******* ***** *** (the doctor's clinical notes) and sent them to Allianz. I waited the 10 business days and called back as I had not heard anything. A representative from Allianz told me they would not accept the clinic notes as they did not contain a date of onset. Clearly, in the clinic notes under History of Present Illness_it does indicate a date of onset. I am a school counselor. I do not have $300 to throw away. Hence, I bought the insurance in the case the court case were cancelled or postponed. Never in my wildest dreams would I have to use it for my mother's illness. However, it does apply in this case. Having to jump through more hoops and continue to put more on my credit card as I continue to have to drive back and forth to WV is only making matters worse. My **** was approved, done and over. Allianz can't seem to approve to do better than the federal government.

Desired Settlement: I would like them to read the documentation I have already sent! They information they requested is there! Approve the claim and send me my refund.

Business Response: Dear *** ******:
 
Thank you for bringing this matter to my attention. I apologize for any frustration the claims process may have caused the consumer.
 
Our insurance, like any other insurance, had terms, conditions and exclusions that impact coverage. These terms were readily available for review prior to the purchase in the booking path and also emailed to the consumer. We show no error in that submission. The policy also came with a 10 day satisfaction guarantee period in which the consumer could have canceled after review of the terms if she felt as though the policy did not meet her needs.

Unfortunately, the cause of loss was one that was excluded from coverage.

My review shows that the proper decision was made and I regret that we are unable to provide the consumer with a more favorable response.
 
******* ******
Claims Escalation Analyst
Allianz Global Assistance

Consumer Response: Better Business Bureau:

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

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

Regards,

***** *****


As most of who have had relatives who have battled cancer know, cancer has symptoms that over the treatment period, the symptoms wax and wane.  My mother has been treatment free and has had to go back on treatment a couple times.  As this company states, her condition is pre-existing being that it has existed in her body for over 120 days.  Yes.  For two years I have traveled between WV and GA to help her.  This company cannot see past their red tape to read between the lines to see how severe this situation was for me.  Nor can they ever imagine the heartache they have caused all over what they deem as JUST $300.

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

5/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This company is a fraud! They take your money and if you have a legitimate claim, their "employees" (I use this term in quotes as they don't seem to be able to do their jobs properly) don't help you and they don't give you your money back. I was hospitalized unexpectedly after a trip to the emergency room for what was assumed to be gallbladder pain and after 4 days in the hospital it was discovered I have a rare congenital issue which will require a major invasive surgery. During this time in the hospital where I underwent more tests than I knew existed to diagnose this issue, I was obviously unable to attend a play (for which I purchased insurance as I always do - just in case). My husband called Allianz and they said I just had to file a claim on line within 90 days and provide a doctors note. I did this a week later and waited the 10 business days for processing. Nothing. I called. Nothing. I emailed. Nothing. Finally I got a hold of someone who said they were waiting on forms. I said I had no idea what they were talking about and was told that they "should have sent me forms for my doctor to fill out". WHAT? I WAS IN THE ER - THEY AREN'T GOING TO FILL OUT FORMS FOR ME TO GET MY MONEY BACK FOR PLAY TICKETS! I submitted their form without an ER doctors signature and as my general doctor (who has been my doctor for several years) coincidentally (and unfortunately for me) retired to take care of her elderly father at the end of March, it made this form impossible to have signed by a physician. I submitted letters from the doctor, letters from myself, links to the doctors who treated me that I could recall, links to my new doctor, I even asked if they wanted to see the invoices in the amount of $73K from this hospital visit and they refuse to refund my money. DO NOT use this company - they are a fraud and they take your money with NO intentions of ever refunding it should something terrible happen to you causing you to be unable to attend an event.

Desired Settlement: $218 - the cost of my tickets refunded in full

Business Response: Dear *** *****:
 
Thank you for bringing this matter to my attention.
 
Upon review of the claim, the consumer originally purchased tickets for the date of 03/20/2014. These are the tickets that were insured by Allianz. According to the claim documentation, these tickets were canceled and the consumer brought tickets for the date of 03/26/2014. These tickets were not insured with Allianz.

Due to this reason, we were unable to provide coverage for the consumer’s loss. The insurance policy that was emailed to the consumer listed the coverage date of 03/20/2014.

While the consumer’s loss was a covered reason under the insuring agreement, the event on 03/26/2014 was not insured, therefore, we are unable to reimburse for that event.

My review shows that the proper decision was made and I regret that we are unable to provide the consumer with a more favorable response.
 
Thank you,
 
******* ****** ****** ********** ******* ******* ****** **********

Consumer Response: Better Business Bureau:

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

The issue I had with this offer is that I have explained several times that the same tickets purchased on the first date were changed within an hour for the second date and I was never told by Allianz that I needed to change the insurance policy date when I changed the ticket date. Why would I pay insurance for tickets I no longer had? They should at least reimburse me for half considering they never stated this!

Regards,

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




BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/13/2014 Problems with Product/Service | Read Complaint Details
X

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,

******

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

5/13/2014 Problems with Product/Service | Read Complaint Details
X

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/12/2014 Guarantee/Warranty Issues | Read Complaint Details
X

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.

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


BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

5/7/2014 Advertising/Sales Issues | Read Complaint Details
X

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,

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

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,

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

5/5/2014 Problems with Product/Service | Read Complaint Details
X

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/28/2014 Delivery Issues | Read Complaint Details
X

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/25/2014 Advertising/Sales Issues | Read Complaint Details
X

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,

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

4/25/2014 Guarantee/Warranty Issues | Read Complaint Details
X

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,

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

4/24/2014 Advertising/Sales Issues | Read Complaint Details
X

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.  

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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

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. 

****** *****

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

4/21/2014 Delivery Issues | Read Complaint Details
X

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,

**** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

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,

***** *****


BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/15/2014 Advertising/Sales Issues | Read Complaint Details
X

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,

***** *****


BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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

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,

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



BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

4/4/2014 Problems with Product/Service | Read Complaint Details
X

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,
  ******* ****** ****** ********** ******* **** ******* ***** ********* ******** ***** *************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,
 
******* ******
****** ********** ******* **** ******* ***** ********* ******** ***** *************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

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




BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

3/31/2014 Advertising/Sales Issues | Read Complaint Details
X

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,

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




BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

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

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.
 
****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/27/2014 Advertising/Sales Issues | Read Complaint Details
X

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/26/2014 Delivery Issues | Read Complaint Details
X

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,

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




BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

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.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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,

***** ****


BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

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




BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

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 




BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

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,

 

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

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,

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


BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

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

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,

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



BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/11/2014 Advertising/Sales Issues | Read Complaint Details
X

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,
 
******* ******
****** ********** *******
******* ****** **********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/10/2014 Delivery Issues | Read Complaint Details
X

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


 




BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

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

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,

**** *****




BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

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,

***** *** ****** ****** 



BBB's Final Determination: Consumer accepted resolution offered by the business.

3/4/2014 Billing/Collection Issues | Read Complaint Details
X

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,

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



BBB's Final Determination: Consumer accepted resolution offered by the business.

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

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,

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



BBB's Final Determination: Consumer accepted resolution offered by the business.

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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

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. 
 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

2/25/2014 Guarantee/Warranty Issues | Read Complaint Details
X

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,

****** **** 




BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

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

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,

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


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

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, 
 ******* *****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

2/20/2014 Advertising/Sales Issues | Read Complaint Details
X

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,

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




BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

2/19/2014 Advertising/Sales Issues | Read Complaint Details
X

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,

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




BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

2/19/2014 Advertising/Sales Issues | Read Complaint Details
X

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,

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


BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

2/19/2014 Advertising/Sales Issues | Read Complaint Details
X

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,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

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

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,

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




BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

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

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,

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

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,

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



BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

2/18/2014 Advertising/Sales Issues | Read Complaint Details
X

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,
******* *****


BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/18/2014 Guarantee/Warranty Issues | Read Complaint Details
X

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/14/2014 Billing/Collection Issues | Read Complaint Details
X

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer called the BBB and stated the complaint is resolved.

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

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,

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




BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

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

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,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

1/27/2014 Advertising/Sales Issues | Read Complaint Details
X

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

BBB Comments: The customer did not provide new information pertinent to the complaint.

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

Additional Notes

Complaint: I purchased online tickets thru ******* and purchased the travel insurance as well. My trip was interrupted from ********** ******* to ******* causing me to miss connection from ******* to ********** **********. I had a medical procedure and was unable to complete due to interruption. On the return flight from ******* to ********** ******* on 1/6/14 I was to depart at 9:00am my flight was changed without notification to depart at 1:30pm I had a 6 hour layover which caused me to have an anxiety attack in which my breathing was compromised due to my chronic asthma and I was not able to complete my final leg of the flight to ********** *******. I have contacted the third party travel insurance Allianz and they told me to fax copy of receipt for reimbursement. Now 18 days later from submission of claim they stated I have to contact ******* because that is who I purchased travel ticket from. This is frustrating for a 18 year old college student on her own.

Desired Settlement: I would like the cost of my trip and insurance refunded back to me

Business Response: Dear *** *****:
 
Thank you for forwarding this matter to my attention.
 
According to our records, the insured called and spoke with one of our Travel Claims representatives on 1/10/2014 and was advised of the status of her claim.
 
As her loss did not meet the terms of the insuring agreement, we were unable to honor her claim for reimbursement.
 
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,

******* ****
They are still not honoring their commitment, what else can I do.


BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

1/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Insurance Policy offered cover virtually nothing. I have had 2 claims denied relating to 2 completely different experiences. They are very unethical. I have been screwed by this insurer not once but twice. Being that this the only travel insurance that ********** offers I have always purchased the travel insurance thinking one day it may pay off. Well I couldn't have been more wrong. They only off one policy and after you review the "General Exclusions" section you'll see that this section basically gives them the ability to contend and deny virtually any claim made by a policy holder. My first experience filing a claim with this pathetic excuse for an insurer was when I was traveling to a safari in ****** and while in route to ****** ******** Airport we were re-routed to ****** due to weather at ********. We were forced to stay overnight there and miss our connecting flights. Not wanting to take a chance and miss any of my safari, instead of waiting to be rebooked on a flight to ******** where I would catch a connection to ********* I just bought a direct flight from ****** to ********* where i would catch my next connection in time to get to ****** on schedule. Well Allianz didn't believe by purchasing a roughly $400 ticket to avoid losing what could have been thousands due to missed days and accommodation while on safari was a valid claim. They also were extremely slow in addressing my claims and managed to drag the matter on for so long that they just wore me out. I feel that this was the obvious intention of their plan and for that I just have to call them a shady operator. Recently I made the mistake of purchasing their pathetic excuse for a policy on another trip overseas to ******. I had to purchase 2 very expensive tickets 8 months in advance. Prior to leaving my fiance came down with terrible crippling anxiety at the thought of a 10+ hour flight to the middle east. She went to a doctor and was recommended to cancel her ticket as her anxiety was effecting her work. After submitting this claim, doctor's note and all, we were declined as this was stated in the "General Exclusions" of the policy statement. This section basically gives this insurer the ability to contest virtually all claims submitted to them. How ethical is that that they have managed to draft a policy statement that gives them the ability to deny almost every claim that comes their way. This company does not deserve such a superior rating with the BBB due to their quasi-fraudulent and unethical business practices.

Desired Settlement: I would like the refund of the premium paid for this most recent policy in the amount of $216.00 Their policy covers virtually nothing and I have been repeatedly deceived in to purchasing it thinking it will suffice my unexpected needs or the needs of my loved ones. Why can't they offer different levels of coverage?!? I would pay a higher premium if it would actually cover the unforeseen or even pre-existing conditions. The pre-existing conditions clause of the policy is pure evil, every

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 prior to purchase and also include a 10 day satisfaction guarantee period which enables consumers to review the product and decide if it meets their needs.
 
Unfortunately, anxiety is one condition that is listed as an exclusion our Certificate of Insurance guides and thus we would have been unable to honor the consumers claim for that condition.
 
The premium charged for the insurance is only refundable within 10 days of purchase as long as the consumer has not departed on their trip or filed a claim. I regret that we are unable to provide the consumer with a more favorable answer.
 
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.

Their insurance covers basically nothing and their response to my compliant was so brief they obviously care very little about their customers.  I will continue to blast them with complaints on every review website possible so others will not get sucked into this joke of an insurance policy.

Regards,

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


BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

1/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Having travel insurance with Allianz Global Assistance is like having no insurance at all. They DO NOT HONOR THEIR POLICIES. I have two claims against them. The first one involved trip cancelation coverage. We were in a car accident on the way to the airport. We sent a report from the body shop proving the car was in an accident and a sworn affidavit from the owner of the car that she was a personal witness. The Allianz people in so many words said, "You're all liars...no accident occurred and we're not responsible." The second involved medical evacuation from*****. I was quarantined and even though I sent them documentation from the ******* government hospital that yes, indeed I was quarantined, the insurance companies’ response was, “we do not cover expenses when you’re deported." It’s not a real insurance company. They’re just greedy, unethical, thieves’ and liars in suits who rip off the public and don’t pay out unless you file a lawsuit which in and of itself is a huge hassle most people would rather forego and just write of the ten thousand or so dollars the insurance company is refusing to pay.

Desired Settlement: I want them to pay out the outbound flight ($4,800) to ***** as well as the emergency evacuation flight out of ***** ($5200) for a total of $10,000.00

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

Thank you for bringing this matter to my attention.

Please have the consumer provide the claim number/policy number for the trip to ***** so that we may address the entire complaint.

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 provider of insurance has requested additional information on the claim and I accept that part and am ********* the pertinent information but they haven't made an offer; therefore; the matter is not yet resolved to my satisfaction

Regards,

*** ******


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

Our records indicate the claim was finalized 1/07/2014.

The consumer may follow up with the Claims Department for more information regarding the claim.

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,
*** ******


BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/16/2014 Problems with Product/Service | Complaint Details Unavailable
1/13/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: SUBJECT: Comcast Cable account # ********* On 08/26/2013 I paid $457.60 for 2 plane tickets for ******* and $45.50 for an insurance policy. On 10/03/2013 I canceled the plane tickets / trip and I filed a claim with your company. I completed my claim and was told I was mailed 2 checks for $100.00 in late November. It is now late December and I still don’t have my claim refund. Please express mail the two checks to the address listed above within 10 business days. Sincerely, ****** *****

Desired Settlement: SUBJECT: Comcast Cable account #********* On 08/26/2013 I paid $457.60 for 2 plane tickets for ******* and $45.50 for an insurance policy. On 10/03/2013 I canceled the plane tickets / trip and I filed a claim with your company. I completed my claim and was told I was mailed 2 checks for $100.00 in late November. It is now late December and I still don’t have my claim refund. Please express mail the two checks to the address listed above within 10 business days. Sincerely, ****** *****

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


According to our records, we have resubmitted payment to the consumer on 12/30/2013.

To receive an update on the status, the consumer may contact our Claim Department at ************.


Thank you,


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

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/30/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased Trip Insurance when I bought a Vacation Package. We were to leave on October 5th 2013 and I was unable to go because I became ill. I spoke with the customer service agent at Allianz and he told me I was denied due to the fact that I had a medical condition and they do not cover people who have illnesses. I was like really and he was like yeah read the fine print and then he hung the phone up before I was done talking. I will let everyone I know not to purchase trip insurance because it is a scam.

Desired Settlement: I think I deserve a refund for my trip, I had the doctor note and paperwork filed out and done within the 90 day period. 90 days is January 5th 2014.

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

Thank you for forwarding this matter to my attention.
 
Our insurance, like any other insurance had terms, conditions and exclusions that impact coverage. These terms were readily available for review in the booking path prior to purchase.
 
The insuring agreement provided coverage for cancelations due to medical reasons however certain conditions were excluded if they fell under the definition of an existing medical condition. The definition of this exclusion was included in the insuring agreement.
 
We have reviewed several recorded phone calls and were unable to locate an interaction in which the consumer was treated unfairly nor were we able to locate a call that was ended by prompt disconnection by our agents.
 
The consumer may contact our Claim Department to provide information additional information to locate the call in question so that it may be addressed with the appropriate agent.
 
At this time our review does reflect that the appropriate decision was made.
 
 
Sincerely, 


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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/27/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: Full refund of my $368.10 airline ticket as the Allianz on-line advertised guaranteed.

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

Thank you for forwarding this matter to my attention.
 
Our insurance, like any other insurance had terms, conditions and exclusions that impact coverage. These terms were readily available for review in the booking path prior to purchase and also sent to the consumer.
 
The insuring agreement provided coverage for cancelations due to medical reasons; however, certain conditions may fall under a general program exclusion as explained in the insuring agreement.
 
Unfortunately, without a completed Physician Statement form, we are unable to proceed with the consumers claim. At this time, the claim remains in a temporary closed status until the requested documentation is received.
 
Sincerely,
 


***** ** *****************
Manager, Regulatory Claims, USA
**************************************

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/27/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Here is a copy of the email I sent to Allianz: This does not serve as a question but more as a complaint. I purchased this policy two months prior to my travel date with the understanding I could cancel for health or weather related issues. Upon purchasing the policy, it was clearly misrepresented. Basically death, a natural disaster or terrorism has to occur in order to cancel your trip for a refund. While I have addressed my cancellation with ****** and very happy with the outcome and their ability to please their customer, I would like to share with you the complete opposite encounter I experiences with Allianz. While I know the policy was only $20.13, it is more the principle. When inquiring about cancelling the trip I was basically given an very brushed off apology of "I'm sorry". Upon further expressing my thoughts I then got a "I'm sorry YOU feel that way." which in my opinion, is even worse! I would like you to know that a customer, such as myself, purchases this policy for an emergency. The definition of emergency is a serious, unexpected, and often dangerous situation requiring immediate action. NOT something that occurs 10 days within purchasing a policy I MAY need to cancel. I would simple like to express my unfortunate experience with your company fully aware you will do NOTHING at all. I understand your customer service representatives are given certain limitations as to what they can do, but you should really have a better training program set in place because "I'm sorry" just does not cut it in the world today!

Desired Settlement: While I understand $20.13 is not going to break the bank, I am submitting this complaint more on principle and the lack of customer service Allianz provides.

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 insurance comes with a 10 day satisfaction guarantee period, which means that the consumer has 10 days to read over the certificate and decide if it will meet their needs. If not, the consumer can contact us for cancelation of the insurance and receive a refund for the full cost of the insurance premium.
 
Unfortunately, as the consumers request to cancel the policy was received after the 10 day period, we were unable to cancel the policy.
 
Sincerely,
 


***** ** *****************
Manager, Regulatory Claims, USA
**************************************

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

BBB Comments: The customer did not provide new information pertinent to the complaint.

12/27/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchase insurance for a *** Hawaiian cruise on November 16-23, 2013 with Allianz Global Assistance through my cruise planner, *** ******** (****************************). Cruise in Hawaii was canceled with cruise planner, *** ********. I have proof of this email. I was instructed by him to make a claim with Allianz Global Assistance. I have email documentation. Received two checks for **** ********* & ****** ***** totaling $******* ($******* each)out of the full $******* claim. I called Allianz and was told that a cover letter was also mailed separately, which I did not receive, stating that *** would be send the full balance of $******* ($****** each). Emailed *** ******** and he replied that we would only be receiving only $****** from *** ($***** each for Gov't taxes & ***** each for other fees) They claim that it was not canceled in time; however, I have email to *** ******** with his reply stating that we need to cancel this cruise. I also have full medical documentation from several doctors and emergency care providers. I purchased insurance counting on full ease of mind that if an emergency should arise, I would be covered entirely. It seems to me that these insurance companies always find excuses to capitalize off of individuals with legitimate claims. They always find excuses to keep our money even if we are careful to do everything right. Who takes advantage of people in times like this when they are already going through a tough time. I cannot believe the lack of morals & ethics of these case reviewers, who seem to do everything in their power to deny people with legitimate excuses what they are counting on receiving byspending the extra money to cover emergency situations like this. The stress from all this has been unbearable!

Desired Settlement: I would like the balance of my full claim for each passenger sent promply.

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.
 
The insuring agreement required that the insured cancel the trip within 72 hours of the event to qualify for the largest reimbursement possible. If the consumer notifies their suppliers later and get a smaller refund, we will not cover the difference.
 
According to the documentation on file, the physician advised cancelation when the consumer was in 75% penalty. Records suggest that the actual cancelation was not done until the insured’s were in 100% penalty.
 
Unfortunately, as the cancelation was not done within 72 hours, additional reimbursement would not be granted at this time.
 
Sincerely,
 


***** ** *****************
Manager, Regulatory Claims, USA
**************************************

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

BBB Comments: The customer did not provide new information pertinent to the complaint.

12/27/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: We would like Allianzo to honor our contract and pay us the $2400.

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

Thank you for forwarding this matter to my attention.
 
Our insurance, like any other insurance had terms, conditions and exclusions that impact coverage. These terms were readily available for review in the booking path prior to purchase and also sent to the consumers email address upon purchase along with a 10 day satisfaction guarantee period.
 
The consumers insuring agreement included a named peril certificate which outlined each covered event. According to the consumers claim documents, the cause of loss was not a named peril as listed in their insuring agreement.

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


***** ** *****************
Manager, Regulatory Claims, USA
**************************************

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

BBB Comments: The customer did not provide new information pertinent to the complaint.

12/12/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased $40,000 of auto insurance for a rental car. The car received damage from a hailstorm which passed over the area I was staying. I was not driving and their was no covered parking at the hotel. ****** rental car stated there was $5999 dollars in damage. After negotiations between ****** and Allianz, ****** stated they would settle for $4600. Allianz first tried to settle for $2800 and then for $3400. I was never told by Allianz of the $4600 settlement. When Allianz could not come to an arrangement it thought would benefit them, they called me and told me they would be sending the check to me so that I could sort it out thus washing their hands of it. I told them no and said they needed to pay the full amount and not to send it to me that I would sue for the amount, but they sent the check any way. There was no blame placed on my by Allianz, only that they were not willing to pay the $5999. In this complaint I make the following accusations. 1) Breach of contract. I paid for $40,000 of insurance, that is what I should get. They being treated fair by another company is not my concern. 2) Working the law. The $1200 difference is something done in small claims court. Because they are in Virginia they know it would not be worth my time to file from *********. 3) Delaying prompt service. This incident was in April and the paperwork completed in May. It took them to October to decide they were going to wash their hands of it. It furthers my liability with ****** as I am the responsible party with them. This is also another example of working the law. Had I known what I know now, I would have bought the insurance directly from ******.

Desired Settlement: I want $1500. This is the $1200 difference plus damages in taxes as now I will have to pay them on this settlement. After I report my $3400 to the IRS, it will be taxed. This is true of the $1200 I am seeking. Had they just paid the $4600 directly then this would not have been a problem.

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.
 
According to the consumers file, the consumer was advised that the Claim Department was in the process of settling the claim with the rental agency. As there are specific guidelines that the examiners are required to follow, and a settlement was not reached with the rental agency, the claim was finalized appropriately.
 
Reimbursement for the loss was sent to the consumer which is standard policy and procedure when a settlement isn’t reached with the rental agency.


At this time, my review indicates that the claim was handled appropriately and additional payment will not be granted.
 
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.

Regardless of what they say, ****** **** * *** provided all documentation in a timely manner. There was no justification made to me or to ****** as per anything out of the ordinary by *******, only the cost was the issue. They tried low balling at arround $2000 and then $3000 before they just left me  out there to absorb the damages.

That being said, I paid for $40,000 of coverage, I should have recieved it. The fact that they said they came to an appropriate outcome is false, putting it lightly. The only thing that was done properly by Allianz was to work the system as it felt appropriate in a manner to delay the issue until the client became legally liable.

In closing I feel Allianz is working you the same manner that they worked me. Holding replies to the last minute and coming out with a blanket statement that is nowhere near fact. I would hope the BBB compiles my complaint along with others here to show a pattern of abuse by Allianz of its clients.

Regards,

***** ****



BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/11/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Claim#********** I was to travel on 11/23/12 when some medical issues came up, and I canceled my flight. I was told by Allianz as long as I purchase a ticket for another flight at a later date, and have my doctor fill out medical forms why I couldn't fly, I can receive a refund for the first flight of 432.30. I complied to the companies policy,medical form was completed by my doctor, and returned to Allianz, I also booked a new trip that cost me 444.33 and already traveled to **** on March 30, 2013 & returned home April 2, 2013. It is now almost 1 year later from when this matter had began, and I am still waiting for a refund from my first canceled flight. I have spoken to a few representatives at Allianz,and they stated my medical info has been received from my doctor, but still have an unanswered question. I find it very hard to believe, that there is even a question here. Allianz received what was asked for, and they have failed to honor their policy of a refund as long as another flight was booked.

Desired Settlement: That the information a Medical Doctor gave Allianz, should be sufficient enough as why I couldn't fly 11/23/12, and that I complied with their policy and booked a new trip, paid for new trip, already traveled and returned home. I did my part they should honor my end of the deal. Regards, ***** *****

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.
 
We received incomplete documentation from the consumer’s physician and therefore reached out to the Physician’s office for clarification. As we were informed this information had to be placed in writing and not given verbally we faxed the office numerous times and have yet to receive a response.
 
At this time we are unable to move forward without the requested documentation. 
 
One option for the consumer at this point is to contact our Claim Department as they may be able to send the form to her if she wishes to personally take it to her physician to be completed.
 
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 am still not satisfied with Allianz, I did what I needed to do, my doctor stated paperwork was completed to Allianz and sent back.  I have complied with their policy by booking another flight and took that trip already, I would like my money from the first flight refunded.  I will also post this on the BBB website, so that no other consumer has to go through this ridiculous situation.  I do not believe a company doesn't take into consideration what a medical doctor reports to them.


Regards,

***** *****



BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/10/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased Travel inusrance from Allianz for my flight ticket. I had some tight deadlines at my work place so i had to stay back and my manager did not apptove my vacation. I call the customer care guys and they said this would be covred under my insurance and i can get my money back . when i checked the claim status they said my claim was rejected because i`m not laid off from my job.

Desired Settlement: refund the ticket amount

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:
 
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 we are unable to overturn the denial because the cause of loss was not listed as a named peril in the insuring agreement. All phone calls are reordered and we were also not able to locate a call in which the consumer called us prior to filing a claim.
 
 
 
Sincerely,
 


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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/10/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased travel insurance from Allianz for an upcoming trip. We had to cancel because my husband, who is an attorney, was subpoenaed by the court to appear at a trial. Prior to canceling, I spoke to several representatives who told at Allianz Travel Insurance who told me that I would be covered. After I cancelled, I was denied because it was "job related" and therefore not covered.

Desired Settlement: I am only seeking reimbursement of $600 for the Air Tran waiver fee, not the total trip. If I had received the correct information, three of us would have taken the trip and my only loss would be the waiver fee for my husband's ticket.

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

Thank you for forwarding this matter to my attention.
 
Our records indicate that the consumers claim was honored and reimbursement has been sent.
 
Sincerely,
 


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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/27/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased travel insurance from this company when I bought my ticket to a conference. At the time, a family member had passed, but no funeral arrangements had been made at the time I bought the ticket. During the course of my travel, the family decides to cremate and have the funeral, which I am to officiate (I am an ordained deacon). I had to leave my conference a day early and paid for the change in ticket cost as well as the change of date. I filed a claim with Allianz Global Insurance and provided them with every piece of information that they requested. They denied the claim basing it on the fact that the family member's death happened before I bought insurance. The reason for the complaint is that I bought insurance to cover change of plans which could not have been known prior to buying the ticket.

Desired Settlement: I would like the exact amount that I filed the claim for and no more run-around asking me to provide arbitrary documentation (which I have done time and again)

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.
 
Unfortunately, cancelation due to any event that is already known at the time of purchase was excluded from coverage.
 
My review does show that the proper decision was made on the claim.
 
Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/22/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We booked Trip Protector Insurance through this company in June of 2012 for a trip we planned on taking in February of 2013 at a cost of $75.28. Unfortunately we had to cancel that trip and rebooked it through the same airline (****** ********) for November 2013. I contacted Allianz Global Assistance to amend the policy, they sent an email asking me to send my information to an email address: (*************************) which I did on November 01, 2013. I received an email from them stating they did not understand the problem so I sent another email with the proof of cancellation and rebooking. I called them and they said they did not receive the information so I sent the information again. Today November 07 I called the company and at first I was told they had received the emails, then when I asked if they could send a new Letter of Confirmation for my trip, they stated that I had sent the information to the wrong email address and I needed to send it a third time. The customer service person was very nice and very apologetic, none of which helps me with my Trip Protector Insurance.

Desired Settlement: I want other travellers to know this company is not one to do business with. I will be contacting ****** ******** also. I was not asking to be reimbursed any money, the trip was much shorter than the original, all I wanted was a new Letter of Confirmation.One can only guess what would happen if there was a medical emergency with this company!

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

Thank you for forwarding this matter to my attention.
 
We apologize for any frustration the consumer may have experienced while trying to update the insurance policy.
 
There are several steps and documentation that is required in order to submit a change. We received communication that the consumer has changed the dates on the airline ticket but did not state the intent of the email was to request a change of the policy dates. Before our agents make a change such as this, it would need to be specifically stated by the consumer. 

At this time we are showing that the consumers date change request was approved and a new letter of confirmation has been sent.

Sincerely,
 


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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/22/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased an airline ticket to Los Angeles on 8/28/2013 through ******. I had the ticket insured through Allianz. The departure date was for 10/2/2013. Because of a medical problem (Heart) I cancelled the flight with the carrier ****** on 8/31/2013. When I went to the insurance carrier (Allianz) I received little or no help to have them remit the value of the tickets. There were several rediculous conversations that the insurance did not cover the instance. It was finally agreed that it was a legal claim and they sent me a pdf with instuctons and forms to remit to them. The instructions inclued a requirement that I obtain a Doctor's statement relative to the incident. In fact the pdf included a long form for the doctor to complete. I filled out the forms and had the doctor complete the doctor form and faxed the package to the fax number they provided ie. *** *** **** on 10/9 or 10,10. To date I have had no response from them. Today, my wife called them (they do not have a free call line) and after a 20 minute hold, she spoke to a person who said they never received the info we sent. However, when we sent it, we asked for a response as to wthwer thwy received it. They did give us a claim number originally, it is, **********. The value of the claim is $387.80. So, once again, we are trying to send the package to them and their fax line is always busy. We hav tried for hours.

Desired Settlement: I want my credit card credited with the $387.80 amount.

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

Thank you for forwarding this matter to my attention.
 
We are showing that the consumers documentation was received and the claim was finalized on 11/07/2013.
 
Regards,


***** ** *****************
Manager, Regulatory Claims, USA
**************************************

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/22/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Rejected Travel Claim Twice with Doctor's letter. policy number ************** Rejected Travel Claim Twice with Doctor's letter. policy number ************** Traveling dates - Houston to Cancun August 28th to September 3rd by ****** ********. My doctor confirmed my pregnancy on 08/21/2013 and being a high risk pregnancy with past OB history of stillborn at 32 weeks, she strongly recommended no travel during the pregnancy as it will increase the risk of clotting. I called Alianz and described them the situation and customer service was so nice and sent me the forms for the claim. Customer service person said they would accept my claim as it is high risk. I completed the form and submitted the claim and I got rejected saying additional explanation is required. On September 23rd, 2013 I resubmitted the claim appeal and again got rejected saying it is not covered. This is not the right way of doing business CHEATING INNOCENT PEOPLE. I am not sure how BBB gave A+ rating for such a scam company. I want justice for my case and strongly recommend BBB to solve my complaint.

Desired Settlement: I am requesting the Allianz Travel insurance to settle my claim and refund my air fare money ON FAIR GROUNDS...

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 normal pregnancy. The information on file indicates that the cause of loss was due to the physician advising against travel based on the previous history and not a complication of the current pregnancy.
 
While we empathize with the consumer and offer our condolences for her lost, our insuring agreement provides coverage if there is a complication with the pregnancy. As our insurance isn’t speculative in nature and does not provide coverage for what-if situations, I regret that we are unable to overturn the denial of the claim at this time.

Sincerely,
 


***** ** *****************
Manager, Regulatory Claims, USA
**************************************

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

BBB Comments: The customer did not provide new information pertinent to the complaint.

11/22/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I am a High School Student under the legal "ADULT" age of 18. I purchased a ticket to an event online and was offered insurance in case I could not attend the event. I was not notified of any clauses involved in the acceptance of this insurance. I was notified by my school a week before my event that I had to attend school on the same day as the event I bought the ticket for. I tried to use the ticket insurance to get my money back and they refuse to give me back my money. My mother called on my behalf and explained that by me not being an adult they should honor the claim but the company refuses to give me back my money. I looked at the website again and it does not clearly spell out any clauses or conditions that they would not honor. I feel they charged me for insurance on a ticket that they never intended to honor. After my mom called them they emailed her the copy of the ticket insurance, at my age, I would "NEVER" qualify to get my money back. I feel like they lied to me and misrepresented what the insurance was for. Not only am I going to miss my event but I am losing almost $100 of my saved money.

Desired Settlement: I want my money returned to me.

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 in the booking path prior to the purchase of the insurance along with the following language:
 
Limitations apply. See full Coverage Details
 
The consumer is able to click on “Coverage Details” to obtain a full copy of the insuring agreement. We also offered a 10 day satisfaction guarantee period in which the policy could have been canceled if it did not meet the needs of the consumer. Unfortunately, the cause of loss was not one that was listed in the consumers insuring agreement. 

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


***** ** *****************
Manager, Regulatory Claims, USA
**************************************

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

BBB Comments: The consumer did not provide new information pertinent to the complaint.

11/22/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased travel insurance from Allianz Global on July 15, 2013 for an October 2013 trip. I had been diagnosed with acid reflux in June 2013 by 2 doctors and treated accordingly. I was diagnosed with cancer on August 22, 2013 and while seeking treatment was forced to cancel my trip. I filed a claim with Alliamz and was denied due to pre-existing condition even though no one even suspected cancer when I bought the insurance my only problem was heartburn. I have appealed and tried several avenues with Allianz but they continue to say since I had heartburn symptoms they consider my cancer as pre-existing although not found for months afterward. I think they have taken an unfair interpretation of the policy terms to keep from paying. I have heard complaints about this company while seeking treatment in Texas from hospital staff who have dealt with them with other patients as well. My daughter had insurance with another company who did pay her claim since we did not know of my condition when the policy was purchased.

Desired Settlement: I would like my claim paid so that I may pay the credit card company for my unused ticket.

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 in the booking path prior to purchase and also emailed to the consumer at the requested email address.
 
According to the claim documents, the date listed as the onset date of symptoms by the physician was a date that was during an exclusionary period as listed in the consumers insuring agreement.

Due to this, we are unable to overturn the denial.
 
Regards,


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

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

BBB Comments: The customer did not provide new information pertinent to the complaint.

11/8/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I never received $**** reimbursement for travel interruption expense that occurred on October 30th, 2012. Despite filing their Trip Interruption Claim Form and repeated requests they have refused to honor my claim and have been misleading and willful in refusing to reimburse me.

Desired Settlement: Check in amount of $1500 for Trip Interruption Reimbursement.

Business Response: Dear *** ******,

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

Sincerely,
 
 
 
***** ** *****************
Manager, Regulatory Claims, USA
**************************************

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

BBB Comments: The customer did not provide new information pertinent to the complaint. 

11/7/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Travel insurance misrepresented through ***** site. Bought travel insurance through ***** with the understanding that could cancel flight up to about 24 hours ahead for a full refund. It was not explained that you had to have certain reasons only for cancellation. They misrepresented themselves. It is only after buying the insurance do you find out the "fine print." Bought this insurance on 7/19/13 in good faith. Phone number of business **************. Only address I have **** ***** ****** ***** ********* ** ****** Cost of insurance $49.89.

Desired Settlement: Sanctions to this business. Force them to give full disclosure prior to purchase.

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 on the US Airways website prior to purchase and also emailed to the consumer along with a 10 day satisfaction guarantee period.
 
We provide this information upfront to allow consumers to make informed decisions on whether the policy would meet their needs. 

The consumer is welcomed to contact our Claims Department at ************ to file an appeal if they feel as though the incorrect decision was made on their claim.
 
Sincerely,
 
 
 
***** ** ***************** ******** ********** ******* *** ************************************** **** ******* ***** ********* ******** ***** *************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/31/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was involved in a motor vehicle accident on I-94 on 3/22/2013 getting hit by a Semi tractor/trailer totaling my vehicle. I went on to find out in early April that I had a concussion and in late through late April - June after four MRIs that I had sustained 11 bulging disc accompanied by bone & nerve damage to my hip as well. I filed a claim in early August when after having my car totaled and all of my funds tied up in legal matters due to the accident and delayed workers compensation settlement that I wasn't going to have a vehicle to get me from ********* to ********* and even if I did I spent almost four months in bed due to back, neck, & hip pain that would make it severely difficult to make the trip in any case. I emailed over a dozen pages of relevant data concerning the accident & treatment that I have been receiving since the accident and they claimed that it was insufficient in order to honor their claim and it was pretty much case closed with no recourse to persuade them to honor the point of the insurance. I can still barely sit or stand for more than a few hours at a time, I'm still not back to work and even having gone through six months of therapy with more on the way none of this was sufficient for them to honor their end of the deal. I'm out of work due to restrictions from driving as I commute from the ********* metro area to clients in the ******* metro area. Given this I don't see how a trip to ********* is in any way in possible. I purchased this insurance given the distance to the concert and thought it a wise investment. Not so wise after all. My transportation to the show was totaled, which is a coverable occurrence under their policy as well as all the medical issues resulting from the accident that have getting progressively worse ever since.

Desired Settlement: I'm seeking a full refund of $503.95, the cost with the insurance and taxes, etc. Basically what I paid for the two tickets in total for the show that I wasn't able to attend due to the reasons stated above. I find it a dirty way to do business to sell insurance and then to not honor their end of the agreement at the cost of my misfortune. I would recommend never buying any type of concert insurance as they did virtually nothing to remedy the situation.

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 consumers insuring agreement provided coverage for unforeseen injuries.
 
We are not able to process the consumers claim until we receive proof of payment for the event cost and the actual event tickets.
 
Once we receive the above requested documents we can complete our review.
 
Sincerely,
 
***** ** ***************** ******** ********** ******* *** ************************************** **** ******* ***** ********* ******** ***** *************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/30/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased trip insurance from Allianz Global Assistance for a plane ticket to travel from Florida to Michigan and back. The ticket was purchased along with the trip insurance on August 17, 2013 for the amount of $359.10. I had a hardship and called the insurance company to refund my payment to ***** Airlines or a replacement round trip ticket for a future trip and was denied. I lost my job on July 26, 2013 and was unemployed for 6 weeks, and returned to a new job on 9-9-2013. I would not get my first paycheck for 2 weeks and that is the hardship I had to have to cancel the trip, not having any money that was unforeseen at the time I purchased the ticket.

Desired Settlement: i want my money back or a new airline ticket to fly to Michigan and back from Florida at a future date.

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 benefit provided coverage if the consumer was laid off after the plan purchase date, thru no fault of their own and worked for that same employer for three continuous years.
 
The consumers insuring agreement did not provide coverage for financial hardship.
 
According to the documentation on file, the consumer’s loss did not meet the terms of the insuring agreement; therefore, we are unable to provide coverage for the loss.
 
Sincerely,
 
***** ** ***************** ******** ********** ******* *** ************************************** **** ******* ***** ********* ******** ***** *************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/29/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My Family planned a trip to visit my mother in law in **. I purchased Global Assistance Insurance in case we could not make the trip. I have got there insurance more then once, never had to use it. Unfortunately, my husband was seen in the ER prior to me purchasing the insurance for complaints of light headedness, ear problems. He had a chest x-ray, EKG, lab work which all came back normal. There was no DX made when we had left the ER. He had been admitted to the hospital the pervious yr for a complete cardiac work up and was 100% healthy. So we planned on traveling to ** as planned. In the mean time my husband had irregular heart beats and he did not feel comfortable on flying. I cancelled our flight and notified insurance 7/28/13. They told me all the documentations I would need. We did follow up with a cardiologist at the ********* ****** for his heart problems, we were also followed up with a ENT, Neurologist. My husband went truth extensive testing which all came back negative. The only advice came from the Neurologist, was to stay to stay away from sweet and low. It has been proven to cause a lot of abnormal side effects. So it is now October 23rd I was informed the travel insurance at the beginning of the month that all my paper work was received and reviewed and that three checks would be cut for myself, my husband and my daughter to cover the rebooking charges. Well in steed of getting checks we got a rejection letter. I called them yesterday, I have never spoken to the same case manager. *** informed me that this was a pre-existing condition and that there fore it would not be covered. I asked him what the DX was on the ER visit he stated it was undetermined. So therefore how can it be a pre-existing condition when no medical abnormalities were found. Global has no medical personal working for them ie: Doctors, RN's. How can some one with no medical background determine this outcome? I was informed I could appeal if I wanted. I have put a lot of time into this, with no help from Global. I myself am a RN, when I purchased this assistance I had myself in mind. I have pre-existing illness and I though if I had gotten sick then we would be covered. I guess not.

Desired Settlement: The amount we had to pay for the cancellation fee and to rebook the flight.

Business Response: Dear *** *****:
 
Thank you for forwarding this matter to my attention.
 
Our insurance programs are like any other type of insurance in that there are terms, conditions, and exclusions that impact coverage. These terms were readily available in the booking path and also emailed to the consumer along with a 10 day satisfaction guarantee. 
 
In particular, the consumer’s policy excluded coverage for existing medical conditions. According to the claim documentation, the consumer’s loss was due to a condition that was excluded from coverage.

Due to this, we are unable to honor the consumer’s loss.
 
Sincerely,
***** ** *****************
******** ********** ******* ***
**************************************

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/28/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Date: August 3, 2013 Allianz Global Assistance Travel Claims Dept.**** *** ***** ********* ** ********** ************** **** ************ *********************************** Reference Number:*********** ****** ******** To Whom It May Concern: On July 9, 2013 I booked two tickets via ******* *** my son and I to meet my sister in Texas. The flight was booked for Aug 6- Aug 11, 2013 at a rate of 644.34 for both tickets plus the additional cost for the Allianz Insurance. My sister went to her doctor’s office in New York for a headache and slight dizziness on June 30, 2013. After being admitted she spent 4 weeks in intensive care. From June 30, 2013 to Aug 2 she was in the hospital and then released to home care. I called Allianz Assistance several time in regards to this matter. An Allianz representative explained to me that in order to file a claim I would have to simply fill out a claim form and cancel my flight with the airlines. I asked several questions about the policy and the claim procedure. I was assured that if I had the doctor’s form submitted I would have no problem with refunding the cost of the flight ticket. I had the doctor to fill out the required paperwork and I cancelled the flight. The doctor’s notes clearly stated my sister had developed an illness that was a “life threatening emergency and briefly on a ventilator”. This was unknown to my entire family until she went to her doctor’s office for the headache. I had no idea her situation would have her incapacitated for a month and be life threatening. In order to file the insurance claim I had to first cancel my flight tickets only to later be denied by Allianz Insurance Company. On August 1, 2013 5:36pm I called and spoke to the customer service and eventually spoke to ***** **** stated that because I purchased the ticket after she went to her doctor’s office for the headache that was the reason my claim was denied. I asked to speak to someone on else and eventually was able to leave a voice message with ***** *****. I am still awaiting that call. In closing, I respectfully request that my flight insurance policy be approved on the grounds that that my sister was diagnosed with a potentially terminal illness in the time I was due to travel. Her physician documented this in the forms on your application. If I had any thought my claim would be denied by Allianz Insurance, I would have not cancelled my flight. I would have given the tickets to other family members or at minimum called the airlines. I hope to get this matter resolved as soon as possible. Sincerely, ****** ** **** **** ************ **********************

Desired Settlement: refund the cost of me flight ticket.

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.  Specifically excluded from coverage was any loss arising directly or indirectly from an existing medical condition. This was defined in the consumers insuring agreement.
 
According to the consumers claim documents, the cause of the loss did not meet the terms of the insuring agreement as it was outlined in the certificate of insurance.
 
According to the consumers claim a manager has been attempting to get in touch with the consumer.
 
At this time I regret that we are unable to overturn the denial.
 
Sincerely,
 
***** ** ***************** ******** ********** ******* *** ************************************** **** ******* ***** ********* ******** ***** *************************

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/25/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We bought a rental car and flight through **************** and were prompted on the rental car part if we would like to purchase insurance for the rental. So we did but it turns out that the company Allianz Travel USA was not approved as an insurer of ****** ****** ****. This was verified by ****** on the phone for they do not accept 3rd party insurance. We thought we had bought insurance through ****** but this was not the case thanks to **************** and Allianz Travel USA. When I tried to get a refund, Allianz said that I had to purchase insurance from ****** (4 times higher rate) in order to get a refund???? After dealing with extremely rude nasty people on the phone Allianz, I feel like we were scammed out of $50 for no reason. This was such a bad experience I will spend the rest of my life making sure people know Allianz is rip off insurance agency stealing money from honest Americans.

Desired Settlement: I want a refund and apology from Allianz after the nastiness we have dealt with from their company. I also feel that others will and have gone through this with no repercussions for Allianz. Something needs to be done asap.

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 these terms were explained on the website prior to the insurance purchase along with our company’s name as the issuer, which would have been different from the rental agency’s name.
 
As our contract is with the consumer and not the rental agency, the consumer was covered by our insurance for the duration of the policy dates.
 
According to the policy, the dates have already passed therefore we are unable to issue refund of the premium unless the consumer is able to show that they were double insured for the rental period.
 
Sincerely,
***** ** *****************
******** ********** ******* ***
**************************************
**** ******* *****
********* ******** *****
*************************

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/25/2013 Problems with Product/Service
10/24/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased travel tickets for my son and grandchildren on the 23rd of July 2013 and added travel insurance with Allianz Global Assistance. My son called my a couple of days later stating that received a subpoena to appear in court and had to be in ********** by August 26th. The return date in the tickets was for the 31st. So I cancelled the tickets, contacted Allianz and they emailed me a claim package which includes instructions to file a claim for nonmedical reasons and it reads "Coverage can only be provided if your cancellation is for one of the outlined reasons within your certificate of insurance. (for example, if you are subpoenaed to court, a copy of the subpoena is required,etc.) . I filled all the documents required and sent them by fax and mail. I contacted Allianz today and they informed me that the subpoena submitted was not valid since it has to do with a previous missed court date in March 2013 by my son. I purchased the tickets and the insurance, not my son. How convenient of them to adjust their rules at their convenience. When you purchase the travel insurance, it does not specify the subpoenas to court that are elegible. This is a personal matter of the person traveling, whether is child support case or traffic violation, it is completely irrelevant. It is a subpoena to appear in court. I paid for insurance but the company does not want to reimburse for the tickets.

Desired Settlement: All I want is the reimbursement of the plane tickets purchased and insured with Allianz.

Business Response: Dear *** *****:
 
Thank you for forwarding this matter to my attention.
 
I have reviewed the claim documents and we have overturned the denial.
 
Please advise the consumer to allow 5 to 7 business days for payment.



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

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/24/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I rented a vehicle through ********* in May 2013 for a trip to Mexico in July. At the time, it asked if I wanted to purchase rental insurance through Allianz Global Assistance [policy #**************]. I did, and my card was immediately charged for this rental insurance. In July, I arrived at the ****** ****** counter and was told that the insurance isn't valid in Mexico. I said that I purchased it online when I went to reserve my car and they still insisted that no insurance can be purchased online for use in Mexico. They wouldn't honor the insurance and said that I'd have to purchase insurance through them. I canceled my reservation and found a local car provider rather than go with ******. I contacted the company in August when I returned from my trip and was told that I could have canceled the insurance within a certain window [10 days] of time. I mentioned that I wasn't canceling the insurance and that the purchase of insurance online that is not usable in Mexico was never mentioned and that it was a scam. There was no way I could know this until I tried to use the insurance in Mexico. By the way, two other customers in line at ****** had the same experience with Allianz and said they felt ******* as well. I haven't received any other response from them after my last response. I expect to receive a refund of the $135.00 I paid for an insurance policy I was not allowed to use and was not valid in the country I was traveling.

Desired Settlement: I would like a refund of the $135.00 and I would like the company to add a disclaimer to their Mexico travel purchase that the insurance is not valid in Mexico. I would like ***** *** ****** to be contacted with this information as well.

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.

Our insuring agreement did not exclude coverage for rentals in Mexico. Our contract is with the consumer and not the rental agency. If the consumer had a covered loss, we would have provided reimbursement for the expenses to repair the vehicle.
 
If the consumer purchased insurance with the rental agency in Mexico and was double insured for her rental she may send in verification of this and we will in return refund the cost of the premium.
 
Sincerely,
 
***** ** ***************** ******** ********** ******* *** ************************************** **** ******* ***** ********* ******** ***** *************************

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/23/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased travel insurance for one way flights, Phoenix to Medford Oregon and return Seattle to Phoenix on ******. The Phoenix to Medford flights were cancelled by ****** due to weather. ****** credited my **** account. We cancelled the trip as a result so did not need the return flights. ** ******* did not reimburse for the Seattle to Phoenix flights. I filed a claim with Allianz for the return flights and was denied.

Desired Settlement: They should do the honorable thing. They represent themselves as insurance that provides flight/trip coverage. Maybe they do...some of the time. If they can't cover this claim, they should reimburse me for the insurance cost. I did not file a claim for the outgoing flight since ****** reimbursed me, so they can reimburse me for that insurance charge as well. I emailed them full documentation on or about Monday, Sept 23 and spoke with several claims agents on Monday, October 14 to no avail. Their advertising on ****** is misleading. I feel scammed and I am sure I am not the first victim.

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.
 
Our terms were readily available in the booking path prior to purchase and also emailed to the insured after the purchase.
 
The insuring agreement provided coverage for:
 
            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;
            ? severe weather; or
            ? a strike.
 
According to the documentation on file, the cause of loss did not meet the terms of the insuring agreement. The flight that the insured is requesting a refund for departed as scheduled. The flight that was canceled was not due to a 24 hour shutdown of services by the airline as several flights on that route departed that day.
 
At this time we are unable to overturn the denial as the claim was handled accordingly to the terms of the consumers insuring agreement.
 
 
Sincerely,
 
***** ** ***************** ******** ********** ******* *** ************************************** **** ******* ***** ********* ******** ***** *************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought advertised cancellation insurance for an 70.3 mile triathlon race that was offered at the time of registration. I was unable to attend the race due to an unexpected 2 day notice job assignment in which I was temporarily relocated away from my home. I filed a claim with claim number **************. After a conversation with Sr claims examiner ****** ** *****, I was told they would not pay my claim although in the policy it specifically states that is a covered reason.

Desired Settlement: A check for $******

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.
 
Our terms were readily available in the booking path prior to purchase and also emailed to the insured after the purchase.
 
According to the claim documents, the insured was not able to attend the event due to a business obligation as he was required to work during the event date. Unfortunately, this was listed as a general program exclusion thus any loss resulting from this would not be covered. 

 
At this time we are unable to provide coverage for the loss.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: Payment for claim.

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention.
 
This matter has been settled with the consumer and is now closed.
 
Sincerely,
 
***** ** ***************** ******** ********** ******* *** ************************************** **** ******* ***** ********* ******** ***** *************************

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/23/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased Allianz insurance to cover a stay at a hotel during a business trip. The ad suggested that it would cover last minute cancellations. However, when I had to change travel plans at the last minute and tried to file a claim, I was told that the insurance basically only covered cancellations due to extreme circumstances such a severe weather (tornados, floods, etc.) and severe medical emergencies. I filed a claim and it was, of course, denied because my reason for having to cancel was due to business obligations, not a weather/health emergency.

Desired Settlement: Refund of the cost of the insurance - less than $10.

Business Response: Dear Ms. Boykin:
 
Thank you for forwarding this matter to my attention.
 
Please have the consumer include a policy or claim number so that we may review the appropriate documentation.
 
Sincerely,
 
***** ** ***************** ******** ********** ******* *** ************************************** **** ******* ***** ********* ******** ***** *************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The original problem which is car rental via *** **** Itinerary Number ********** * ********* (May 31,2013) resulted in hot wire removing all charges The insurance attached to this rental is subject to the same results, therefore we are requesting the prompt removal of charges.....($72.00 & $126.00)

Desired Settlement: Prompt refund of all charges

Business Response: Dear*** ******:
 
Thank you for forwarding this matter to my attention.
 
I have reviewed the policies and the consumer did not contact our Customer Service Department for a refund.
 
If the consumer wishes to request a refund, the proper channel would be to contact our Customer Service Department to start the process.
 
They may be reached at Tel: ************** ** ***********************************  
Sincerely,
 
***** ** ***************** ******** ********** ******* *** ************************************** **** ******* ***** ********* ******** ***** *************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased insurance with Allianz prior to my flight to Detoit, MI on 6/9/13. My trip was made due to my mother being in the hospital and seriously ill. I had scheduled my return flight for 6/17/13. Unfortunately my mother passed away on 6/13/13. Due to her funeral taking place on 6/19/13, I had to reschedule my flight back for 6/20/13. ** ******* charged me $*** to make this change. Upon returning home I called Allianz and received instructions on how to file a claim and the information (including my mother's death certificate) I faxed everything to Allianz on 7/23/13. As of today (9-11-13) I had not received any information about my claim. So, I called them and spoke to a man in customer service. He proceeded to tell me that a letter was sent to me on 8/3/13 which told me that I needed to send additional information. When I tried to tell him that I had never received this letter he talked over me and again told me they had sent the letter. He was rude and unprofessional. He continued to tell me that unless I sent the information they would not continue with my claim. I would like to know why I never received this "supposed letter", and also why I was not instructed to send this information when I originally called to find out what information needed to be sent. Due to the reason why I had to make this change in the first place was bad enough, but then this matter wasn't dealt with in a timely matter and I had to deal with a very rude customer "service" agent, only made it worse. I am disgusted by this whole event. I told the agent that I would never purchase their product again and that I would certainly inform family and friends not to either.

Desired Settlement: I would like my $*** refunded and a formal apology for the way I was treated by the customer service agent.

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention.
 
Please have the consumer provide a policy number or claim number so that I may assist her appropriately.
 
Sincerely,
 
***** ** ***************** ******** ********** ******* *** ************************************** **** ******* ***** ********* ******** ***** *************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I booked a vacation in June and purchased travel instance just in case of an emergency. My manager granted me permission to have the week off. However, in the past few weeks we've had a major decline at work and have began laying off. My manager notified me that if I took the trip, I would return unemployed. I immediately filed a claim and contacted my insurance and travel company. The insurance agent said I would "probably not" be covered because I needed to already a be laid off or terminated before I filed a claim. I responded and told her, I was filing this claim to avoid losing my job. So after a lengthy review my claim was denied and the final decision was my policy did not cover me because I was still employed. I continued to fight and stress the WHOLE point in filing the claim was so that I would not lose my job. They eventually quit responding and acted as if I didn't exist.

Desired Settlement: I need my money back! I paid $336 in June, plus an extra $20 for insurance. I notified them a month in advance and made sure they were fully aware of my issue. They refuse to assist me.

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, included in the terms were the following:
 
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, having to cancel or make changes to your travel plans due to business or contractual obligations was not listed as a name peril in the consumers insuring agreement.

My review shows that the claim was handled properly. 
 
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 policy DOES cover termination & being laid off. That's the exact problem, it's not a business obligation or contract. I'm being laid off and CANNOT make the trip or I WILL be terminated. I've contacted them several times after they made a decision regarding my claim and I am getting no response. Everyone I've spoken with has been very rude and unhelpful. This is one of the worst experiences I've ever had with a business. They refuse to help and they told me before I even filed a claim, I would probably be denied. How would they know that before seeing all the documentation? It's a scam! They're trying to rip me off for $336. 

Regards,

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



Business Response: Dear *** *****:
 
Thank you for forwarding this matter to my attention.
 
The consumer has re-filed the claim due to a different reason.

The new cause of loss was one that was listed in our insuring agreement and we were able to honor the claim for payment.
 
Sincerely,
 
***** ** *****************
******** ********** ******* ***
**************************************
**** ******* *****
********* ******** ******************************

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/18/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased Allianz Travel Insurance to cover my flight plan. On the day of travel I became ill and notified the insurance company. I was told to provide a note from my doctor. My doctor was unable to see me and so I had to go to the emergency. I provided Allianz Insurance the note from the Emergency room doctor but they are asking to disclose very private health information which was not covered in their policy statement. Allianz Insurance misrepresents their services and does not disclose every details that the member has to go through to complete the process. I believe a physician note should be sufficient or they should fully disclose the entire process and all requirements in the policy. The consumers should be fully aware of all the details. The terms said it would cover me for illness. Clearly this was misrepresented. I am sure I am not the only victim of this Insurance company.

Desired Settlement: I would like my refund to purchase another flight

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.

Due to this, when a claim is filed for a medical reason, we require a Physician Statement form be completed. This document is included in all claim forms sent for medical reasons.
 
We have listened to the phone call in which the consumer made to file the loss.
 
The consumer was advised that she will be emailed claim forms, which would include one the doctor will have to fill out.

At this time, we are unable to process the claim without the form. The form is needed to be sure that we are able to cover the medical reason.
 
Sincerely,
 
***** ** *****************
******** ********** ******* ***

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

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 believe your business practice mislead consumers it should be very clear to the consumers that before they purchase the insurance that they would require a doctor's note that revealed their diagnosis. This was not clear before I purchased the insurance. I was told that I would be covered if I got sick. Therefore you company is misleading and deceptive.

Regards,

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




BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

10/14/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My understanding of trip cancelation insurance IS TO BE ABLE TO CANCEL A TRIP. The insurance company takes your money and then sends out a 27 page email giving them the right to deny just about any claim they want to. I am trying to cancel a trip almost 60 days in advance. This is a scam company through ******* to lead consumers they have some protection against non refundable bookings. I'm pretty sure a hotel room can be canceled 2 months out without sending the entire travel industry into a death spiral.

Desired Settlement: I want the travel insurance company to pay the 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. These terms were readily available in the booking path prior to purchase and also emailed to the insured along with a 10 day satisfaction guarantee period.
 
Specifically included in those terms were the following:
 
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.
 
Upon review of the claim, the consumer’s loss did not fall under one of the named perils as listed in their insuring agreement.

Due to this, we are unable to provide coverage for the consumers loss.
 
Thank you,
 
***** ** *****************
******** ********** ******* ***
**** **************
**************************************

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Allianz advertises travel insurance; however they refuses to honor a claim. I paid for insurance and when I filed the claim, they rejected it. After a second request they changed the reason why they could not honor it. I see it as false advertising because this is not the first time and they refuses to pay for legitimate claims

Desired Settlement: I want them to honor the claim or refund my payment.

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, included in the terms were the following:
 
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.
 
The insuring agreement also included several general program exclusions.
 
Review of the claim indicates that while the cause of loss was listed as a named peril, the consumer failed to meet a time requirement as required by the terms of the insuring agreement and the condition also fell under one of the general program exclusions.

The consumer filed an appeal and the decision was upheld.
 
My review of the claim does show that the claim was handled properly.  
 
Sincerely,
 
***** ** ***************** ******** ********** ******* *** ************************************** **** ******* ***** ********* ******** ***** *************************

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased airline tickets through ******* and when I did this I also purchased the travel insurance through Allianz. Me and partner are no longer together so I am trying to get a refund on the airline tickets. Allianz has denied my claim and even told me they do no know "why I would purchase travel insurance". I have contacted them verbally and written a letter with no positive outcome. This is 680.50 in airline tickets and I feel as though they are not holding their end of the contract up. One thing is when I purchased the insurance they never sent me a copy of the policy until I started complaining and wanted a refund of the airline tickets. I also contacted the airlines and filed a complaint on them with no resolution. They will only refund half of the premiums I paid for the tickets and advised that the insurance company should be paying for this claim. I am a single mom now and I can not afford to through this much money and I feel as though I am being taken advantage of. Please help.

Desired Settlement: I want a full refund of the airline tickets that I purchased.

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 insured at the email address that was provided online along with a 10 day satisfaction guarantee period.
 
Specifically included in those terms were the following:
 
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.
 
Upon review of the claim, the consumer’s loss did not fall under one of the named perils as listed in their insuring agreement.

Due to this, we are unable to provide coverage for the consumer’s loss.
 
Thank you,
 
***** ** ***************** ******** ********** ******* *** **** **************************************************** **** ******* ***** ********* ******** ***** *************************

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July 30, 2013 I purchase two flight tickets to Cairo, Egypt, at $1278 each, plus insurance coverage with Allianz Global Assistance for $164.86 in order to protect my travel investment. The policy states that it would cover trip cancellations up to the amount that each ticket cost. The flight was set to leave on Wednesday, August 21 and return on Friday, August 30. Roughly a week or two prior to my date of travel, unrest broke out in Egypt. The country was declared to be in a state of emergency, with a curfew placed so that no one could be out in the streets at night. The ** ***** ********** issued a warning for all US citizens not to travel to Egypt. Flights to Cairo from around the world were being cancelled. Violence broke out in the streets, with the army shooting at protesters and protesters shooting at the army and at innocent people. Hundreds of people died, and much of the violence happened very close to the airport where I would be arriving. *** ****** *********** burned churches down. In light of the circumstances, the festival that I would be attending in Egypt was postponed. Given the situation, I had no choice but to cancel my flight. As soon as I cancelled the flight, I filed a claim with Allianz Global Assistance in order to have the cost of my tickets reimbursed. Two weeks later I had not heard back from them neither by phone, nor by mail, nor by email. I followed up on their website, where it said my claim had been denied. No reason was given and no attempt was made to contact me. Upon contacting their customer service department, I was told that my claim was denied because my reasons for cancelling my trip were not covered. If a country in the brink of civil war, with a curfew in place, in a state of emergency, where my own government is issuing warnings against it, and hundreds of people dead near the area where I would be arriving, are not covered reasons, then what is? Furthermore, their policy lists that a "terrorist attack" would be a covered reason. Well, during the time my trip was nearing, *** ****** *********** was attacking ********* homes, businesses, and churches. Are those not terrorist attacks? What is the point of travel insurance if it does not cover even the most extreme of scenarios?

Desired Settlement: I would like for Allianz to refund me the price of both tickets, at $1,278.00 each, or $2,556.00 total, as stated they would in the Trip Cancellation Protection that was supposed to be included in the insurance plan I purchased from them.

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, excluded from coverage was the following:
 
war (declared or undeclared), acts of war, military duty, civil disorder or unrest (unless specifically included in Section 2).
 
The consumer’s policy did provide the following coverage under the Trip Cancelation benefit:
 
A terrorist event happens at your foreign destination within 30 days of
the day you’re scheduled to arrive.
Specific requirement
· For locations outside the United States, you’re not covered if there’s
been a terrorist event at your destination in the 30 days before
your plan’s effective date.
 
Terrorist events were defined as the follows:
           
When an organized terrorist group, as defined by the **** ***** *********** injures or kills people or damages property to achieve a
political, ethnic or religious goal or result. Terrorist events don’t include
general civil protest, unrest, rioting or acts of war.
  
As the issues going on in Egypt are related to civil unrest and political instability we were not able to provide coverage for the consumer’s loss. 

The consumers claim documents were received on 8/19 and on 08/20/2013 and denied on 9/03/2013. A letter was mailed out to the consumers address on file. We are sorry to hear that he did not receive this.
 
My review does show that the claim was handled properly. 
 
Sincerely,
 
***** ** *****************
Manager, Regulatory Claims, USA

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My father purchased a travel insurance policy with Allianz Global in 2012 for a cruise in July 2013 for himself and my Mother. My Father passed away in a drowning accident approximately one month before the trip was to have taken place. My Mother and the rest of us were undecided about going - it was only a month away - ultimately, we felt we should go since my Dad had planned it for us - so we notified the cruise and trip insurance company of our decision around the first week in July - and filed a claim to get a refund for my Father's portion. The cruise line was sympathetic - as was the airline - but Allianz proceeded to tell us they were basing the estimate on the date of my dad's death rather than the actual date we cancelled - something that is not clear in the policy as far as I can tell. What if we had decided to have someone else go in his place (for awhile my Mom's sister thought about going with her) - the change would have been made and they probably would not have had a problem with that - when I first called the representative acted sympathetic and assured me we would not have a problem - but when it actually came to sending in the forms, everything changed. I first used ****** ******* on the advice of a *** travel agent many years ago and was happy with the service - I will NEVER use Allianz again and I will make sute to tell anyone I know not to use them either - I write reviews on **** ******* and other sites and will be sure to spread the word of their unreliability and insincerity in providing a service travelers need to feel certain of.

Desired Settlement: I think Allianz - not the cruise line - should refund my Father's portion of the cruise fare.

Business Response: Dear *** ******:
 
Thank you for bringing this matter to my attention. We offer our sincerest condolences to the consumer on the loss of their family member.Our insurance, like any other insurance had terms, conditions and exclusions that impact coverage. Specifically included in those terms were the following:
 
For all of the covered reasons outlined below, You must
notify the appropriate travel supplier(s) of Your
cancellation or interruption within 72 hours of the
occurrence, unless the condition prevents it, then as soon
as reasonably possible. Otherwise the right to
compensation will lapse.

You have a duty to make all reasonable efforts to minimize
losses from any insured benefit or Covered Service.
 
 
According to the documentation on file, the loss occurred at a time in which the consumer was in 50% penalty with the cruise line.

The insuring agreement requires that the cancelation be done within 72 hours of the event; otherwise the right to compensate will lapse.  We have however made the decision to consider the consumers claim.
 
We are processing reimbursement for the penalty amount that would have been assessed at the time the loss occurred.
 
Thank you,
 
***** ** *****************
******** ********** ******* *** **** ************** **************************************

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/4/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased travel insurance for a trip to London which was advertised to include trip cancellations and trip changes. Before leaving for my trip, due to business reasons I could not controlI had to change my return flight which cost me $300. I called Allianz and spoke to a customer service respresentative who told me to file a trip claim, which he quickly submitted for me over the phone but did not fill out any of the details for me. After reading further on my trip insurance, it will not cover any trip changes related to business travel which the customer service representative didn't tell me over the phone. Allianz should have let me cancel the travel insurance. They have a policy that they will give you a refund if you purchased the policy within 10 days, if you haven't left for your trip yet, AND if you have not filed a claim. Now, I have not left for my trip yet, am within 10 days of having purchased this phony insurance, and I can't get a refund because they technically started a claim over the phone (although its not submitted and they did not help with any of the details). Now I am supposed to go through all the details of submitting a claim that they will ultimately deny because changes in business travel are not covered. They should either be more explicit for what is actually covered on their trip insurance when it is purchased or you should be able to get a refund after purchasing and you have not left for your trip yet (upon realizing that their insurance is not beneficial for the reason you purchased it in the first place). Their policy of not getting a refund after a claim is started (yet not fully submitted) is a scam because they know people will call in to ask about a claim which they will start over the phone and then when you go to submit the claim you can't get a refund becuase they have "started" the claim over the phone. If you understand what I am talking about, then you understand that this is truly a scam and unfair to customers who purchase Allianz's trip insurance and try to either get a refund or submit a claim for their insurance. I recommend no one purchase this product/service from Allianz if your trip schedule may change. You will not be able to win after submitting your claim and you will be unable to get a refund after submitting your claim even though you realize that you bascially you purchased their service/product in error.

Desired Settlement: All I want is a refund for my trip insurance, having realized its not beneficial for the reason I bought it for. I haven't left for my trip yet (Allianz's criteria for a reund), am within 10 days of purchasing their insurance (Allianz's criteria for a reund), and haven't fully submitted a claim yet (Allianz's criteria for a reund), but because their customer service representative didn't tell me about the refund option and just STARTED a claim on my behalf (not fully COMPLETED), I am not eligible for a refund. I have never submitted a BBB claim before and only took the time to do it this time because I feel that Allianz does this scam on purpose so that they can collect your premium and then not let you request a refund when you get on the phone with their representatives because they push you to let them START a claim on your behalf that they know you will not be able to win. Once the claim is started you cannot get refund. The representative should have not started the claim for me but rather offered me the refund as part of their policy.

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

Thank you for forwarding this matter to my attention.
 
Upon review of the consumer’s information, we did not receive his claim documentation during the 10 day satisfaction guarantee period; therefore, we are making a consideration on this matter and refunding the premium as the consumer has requested.
 
Sincerely,
 


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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: refund

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

Thank you for forwarding this matter to my attention.
 
Our insurance, like any other insurance had terms, conditions and exclusions that impact coverage.
 
According to the documentation on file, the insured’s cause of loss was included in the insuring agreement but was subject to the terms and conditions of the certificate of insurance.
 
One of the exclusions was that we do not cover for known and foreseeable events. The situation that led to the change in the consumers travel plans occurred on April 26, 2013 which was prior to the purchase date on May 31, 2013.
 
Accordingly we have declined to cover the consumers claim.

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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/2/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchase a round trip ticket from Berlin Germany to Atlanta Georgia - Returning Atlanta Georgia to Berlin Germany on 25 July 20013, using my credit card. The person who flew from Berlin Germany was ***** ****, her daughter and son on *****. While I was on-line filling out all the information needed to book the flight, there was an option to purchase insurance to be able to get a full refund in-case the flight needed to be cancel. The way the insurance information read was that I would get a full refund if I cancel the flight. The instructions did not read a refund will only be given if there was a medical emergency requiring admission into the hospital. The Alliance Global Insurance did not explained nor did they displayed the full terms of purchasing insurance. I was under the impression when I purchase the insurance and if the flight needed to be cancel as long as proof of the cancellation was provided to the insurance company, they would honor the cancellation. Well, I submitted a reason for cancelling the return flight on 25 July 2013 from Atlanta to Berlin due to ***** **** was evicted from the address she was vacationing and had to find assistance to take her and her family in, provide them with shelter and food. The total cost of the tickets was $2,454.30. I was asking for the insurance company to reimburse me half that amount totaling $1,227.15. The insurance company refuse to honor the insurance because now they stated being evicted does not fall under one of their conditions.

Desired Settlement: I want the insurance company to refund my $1,227.15 back to my credit card. This is the address that is listed on the letter they send me stating they will not honor the request for a refund. **** ******* Claims Escalation Analyst USA, 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. These terms were readily available in the booking path on the ************** website, prior to purchase and also emailed to the email address that the consumer provided. We show no error in that submission.

               

Specifically included in the terms were the following:

 

                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.

 

According to the claim documentation, the consumer’s loss was not listed as a named peril in the insuring agreement; therefore, we were unable to honor the claim for reimbursement.


Sincerely,
 

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/2/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 7/20/2013 I made a reservation for a car rental online via ************* for a car through ****** ********** in Managua, Nicaragua. I was offered auto insurance protection from Allianz for $36.00 for my rental, which I accepted. The Policy # for this insurance is POLICY# **************. Upon arriving at the ****** ********** in Managua, I was told that ****** did not honor 3rd party insurance for their rentals because, as mandated by Nicaraguan law, I must purchase the mandatory insurance coverage that they offered via ******. The coverage of this insurance policy fully overlaps the Allianz insurance and hence the Allianz coverage is 100% not necessary, nor is it accepted as the sole coverage of the vehicle. I contacted Allianz on 8/23/2013 to request a refund for their policy #**************. They told me I could be refunded only if I have the original rental contract, which unfortunately I do not (my mistake for not saving it). I did however, send Allianz a PDF of the credit card receipt for the full rental and insurance coverage. I also told them they could verify that I did indeed purchase insurance via ****** ********** in ******** ********* ******* ******* *************** My complaint is that although I do not have the original insurance contract (again, my fault), this should not be necessary to prove this refund request. The bottom line is that 3rd party insurance via Allianz is NOT ACCEPTED at this car rental location, therefore the advertisement of such service was fully misrepresented as it CANNOT BE USED. I explained this to Allianz and they said "there is no we we'd no if it's accepted everywhere". I would suggest that they are being willfully ignorant, as they could easily find out that their insurance is not accepted as a 3rd party coverage in the entire country of Nicaragua (mandatory law). This is willful ignorance at best, criminal negligence at worst (although I don't know the legality). I am simply requiring a refund of $36.00 to close this matter.

Desired Settlement: I am simply requiring a refund of $36.00 to close this matter.

Business Response:  Dear *** ******:

Thank you for forwarding this matter to my attention.
 
I am sorry to hear of the inconveniences you encountered during your travel to Nicaragua.
 
As explained by one of our customer service agents, our insurance does not exclude travel to Nicaragua, and thus would have covered you if you had to file a covered claim.
 
According to your claim, you have been charged twice for insurance.
 
We have accepted the documentation that you have submitted and issued a refund of the policy in the amount of $*****.
 
Sincerely, 
 

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The complaint is regarding a travel insurance policy not being honored. I had a vacation trip and purchased an insurance policy from Allianz Global Assistance, my policy number is *************. The coverage included trip interruption caused by the following: “Death You, a traveling companion or family member dies. Specific requirement: A traveling companion’s or family member’s death must occur before or during your trip.” Unfortunately I had a death in my family that occurred in the middle of my vacation and to accommodate to this event I incurred in additional transportation expenses. I had to purchase two additional flights for my wife and I; one to travel from the vacation location to the city where the funeral was held and another flight from this city to home (Houston). According to the policy the trip cancellation protection is $599.17 per person. The total additional transportation expenses I incurred for both my wife and I totaled $1,663.96. The breakdown of the fees is $371.04 to travel from the vacation location to the city of the funeral and $1,292.92 for the flight to get back home. I submitted claim ********** and the insurance company only covered the flight to travel to the city of the funeral ($342.36) but not the flight to reach my final destination in Houston, TX ($1,292.92). I called customer service for clarification at ************** and spoke with **** at 1406hrs for 12minutes on 08/20/13 and her explanation was that the policy only covers the first change. In other words, according to her my “first change” was the flight to the city of the funeral and the “second change” was the flight to home which was not covered. I had read the policy and I was not aware of any “first or second change” coverage so I asked her to show me where this was mentioned in the policy which she was not able to verify and referred me back to the contract. Under Section 2 (“What this policy includes”) page 9 the policy states the following for trip interruption coverage: “Reasonable transportation expenses for getting to your final destination or a place where you can continue your trip”. Since no further details exist my understanding of “…expenses for getting to your final destination” include the flight to get back home ($1,292.92) which is my final destination but apparently the insurance policy only honored the second part relating to “…place where you can continue your trip”. The context of the coverage implies “option A OR option B” with no additional details regarding the “first or second change”. Given this I want to request a refund for the expenses incurred to reach my final destination as per the insurance contract provided to me after purchasing the policy. Since the policy only covered $599.17 per person and I spent $646.46 per person on the flight to reach our final destination I am requesting the difference minus the check of $185.52 already provided per person. The remaining amount owed per person is $413.65 (total: $827.3).

Desired Settlement: The business should honor their contract and refund $827.3.

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

Thank you for forwarding this matter to my  attention.  The consumer is correct that his trip interruption benefit reimburses the additional transportation cost to get to his final destination OR to a place where he could continue his trip; not both.
 
Accordingly, we only reimbursed the first change which was the flight to get to the place of the funeral in Mexico (the place where he continued his trip) and the additional cost incurred $185.52 for a total payment of $371.04.

My review does show our payment was proper in this situation.

Sincerely,

***** ** ****************** *******, Regulatory Claims, USA

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased airline insurance through this company, on 06/19/2013 I suffered an injury to my right ankle that rendered me unable to go on my trip. I went to the Tampa VA Hospital to seek treatment. I submitted all possible documentation from my primary physicain from the Orlando VA Outpatient clinic along with my podiatrists recommendations and notes from my medical records. On 08/07/2013, the discharge paperwork was requested. I was in the middle of an emergency transfer with my employer and those papers were not found. However, I went to the Orlando VA and printed out more notes from appointments that I had with my primary doctor and podiatrist on 07/03/2013. The Orlando VA is unable to access the Tampa VA system and I am unable to travel to Tampa to retrieve the discharge paperwork. I am in a cam-walker (walking cast) and I cannot drive long distances. I now reside in Jacksonville and I don't have the available time off to travel. I have more than cooperated with this company and have yet to receive my refund in the amount of 1,131.18. I faxed all documents to them in a timely manner and still have not been given the assistance due to me. There is no compassion what so ever! I can barely drive myself around town let alone long distances and retireving the discharge papers is not possible, especially when they have the information from the doctor's who are treating me and they want information from a doctor who saw me once! This is outrageous and bad business practice. I have even sent them the narcotics that I had to sign for, what more can I possible give them that they don't already have? Your assistance is very much appreciated, thank you.

Desired Settlement: I would like my full refund and an apology! I am not trying to get anything for free. I am just trying to get what was mine in the first place. I should not have beg for what is rightfully mine!

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

Thank you for forwarding this to my attention.

In reviewing the consumer's claim, I note that payment for the full amount has already been issued by the Claim Department.  She should receive that check in the next 3-5 business days.

I trust our tender of payment has concluded this matter satisfactorily.

Sincerely,

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 02-25-2013 I bought 3 tickets from ** ******* and a travel insurance policy ** ********. I went to France with my wife and a son. On 03-01-2013 my son was operated in a France hospital. We postpone our return flight and prolonged our stancy in France. I call the insurance and after I demostrated that I bought the insurance (they declined to help us because Alliance Global assistance intitially told us that we never bought that insurance). On April 10, 2013 I sent by fax the claim and the copies of the requested support documentation. On April 19, 2013 I received a letter, where they told me that they received my claim. After 3 months (07-02-2013) I received another letter that they informed my case was closed because they did not receive additional supporting documentation. I never receive any letter asking for more documentation. The claim # **************. The person in charge of my case is: *******. Claims Department. Phone *************

Desired Settlement: I want this company process my claim correctly. Since when I made the call they refused cover us with the insurance that I bought. I had to demostrate that I bought the insurance. After that, they never asked me for more information support to my claim. Really, they do not want to cover us with the extra expenses that we have in our travel to France. I sent more documentation with a certified mail.

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

We provided the consumer with a checklist of documentation we required when we sent him claim forms.

We also wrote to him on May 2nd and again on July 2nd when we had received nothing further from him.  We again wrote the consumer on August 8th requesting the documentation we required to finalize his claim.

We look forward to his providing that documentation at his earliest opportunity!

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,
****** *******

Dear *********

Thanks for your message in regard my complaint against Allianz. I sent the requested documentation with the complaint by fax on April 2013. I received a communication on April 12, 2013 where Allianz confirmed the documentation was received with the  claim. On July 2, 2013 *********** sent me a letter where she communicated me the claim was close. On July 26, 2013 I sent again all support documents by certified mail ***** they were received on July 30, 2013 at 8:08 am. I sent again documnetation by regular mail on August 15, 2013. With a copy of this letter I am sending again the documentation to *************

I have the copy of the fax confirmation to ****** and the certified mail.

Thanks for your attention and help.


**********



Business Response: Dear *** *******
Our Claim Department did receive the documentation from *** ******* on September 11th.  Our Claim Department will have a review completed within 10 business days.

Sincerely,

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/25/2013 Problems with Product/Service
9/25/2013 Problems with Product/Service
9/25/2013 Problems with Product/Service
9/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: June 27th 2013 i purchased a vacation package. Unfortunately, On June 28th I was ordered to bed-rest due my pregnancy becoming a high risk pregnancy whereby complications include early signs of miscarriage, bleeding and possible embryo not developing. Allianz does NOT consider this as a "complicated" pregnancy and they have denied my travel insurance claim to refund $1,034.80. My OB has provided 2 notes on his stationary prescription pad that I cannot travel and early signs of a miscarriage. Yet, Allianz deems this as a "NORMAL" pregnancy and has denied my claim. The Ritz Carlton reimbursed me immediately and I will definitely stay with them in the future. However this experience with Allianz has left a terrible imprint that will be difficult to erase.

Desired Settlement: An apology and refund of my airline tickets as well as the insurance cost for the aggravation.

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention.
 
As with any type of insurance, our products have terms, conditions and limitations that impacted the coverage you purchased.  They are not “all risk” in nature, and not every unforeseen situation was one which would have triggered trip cancellation coverage.
 
In particular, this consumer’s program excluded coverage for any claim arising directly or indirectly from an existing medical condition.  We defined existing medical conditions as any condition that she would have been treated for, or would have exhibited symptoms of, in the 120 days prior to and including the date the insurance was purchased; June 27, 2013.  
 
According to her doctor, the condition which led to the change in her travel plans began on the date the insurance was purchased and her condition would be considered an existing medical condition.
 
Additionally, her insuring agreement excluded coverage for any claim directly or indirectly related to “fertility treatments” which may have been applicable as well.
 
My review does show that coverage was properly declined.  I regret we will be unable to reverse our decision in this particular situation.
 
Sincerely,
 
***** ** ***************** ******** ********** ******* *** ************************************** **** ******* ***** ********* ******** ***** *************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Travelled to Nigeria with ****** ******* on 02/08/13 and was scheduled to return to USA on 02/27/13. Unfortunately I was sick in Nigeria. Purchased insurance with my trip that covers illness as well as flight changes. Finally returned to USA on 03/03/13. I filed my claim within the specified time frame, I actually was paid for my medical expenses. I have faxed /Email all that this company requested about 3 times, I have email from the company saying they have all information they need to process my claims. I got an E mail from them on 06/21/2013 stating that they needed proof of payment of my original purchase of tickets and my purchase as a result of rescheduled flight secondary to my illness, which warranted my flight changes. The issue here is I spoke to a *** ** *** ***** on 06/13/13 who acknowledged receipt of the same documents being requested on 06/21/13. I have sent them this document more than twice. The last communication I had with them was by Email on 06/26/2013

Desired Settlement: I need them to pay the cost of my rescheduling my ticket as a result of illness. Cost is $250.00

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

I apologize for the consumer's frustration while we investigated his claim.  The $*** he was claiming was paid on September 10th at the conclusion of that investigation.

I trust our tender of payment in this matter has concluded it satisfactorily.

Sincerely,

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a airfare ticket from *********** for my wife to go to San Diego Ca. leaving 6-6-13 to 6-10-13 I went thru an agent he asked if I wanted to get a travel insurance for cancellation ect. I agreed and proceeded then a few day before departure, her blood sugar levels drop to danger levels 6-3-13 ,I called to cancel her flight since she was traveling by her self and had a lay over in Salt Lake City for 2 1/2 hours,brought me to the conclusion not to let her fly, due to safety and health reasons. Dealing with Allianz has been terrible!! We had to go to the Dr. office two times to fill paperwork out The Dr. office clearly stated, "patients blood sugar level were too low and she was unable to fly."I talked to the ****** ********** on 7-12-13 and was told that this was a pre existing condition. I was out ragged they did not mind sending someone with low blood sugar on a trip. This is a insurance company that is going out of their way not give what their product are. Everyone has some sort of pre-exsiting condition and do not know when ill will come. This company should not be in business if it is to not give what people pay for! Product_Or_Service: Travel insurance Account_Number: **********

Desired Settlement: DesiredSettlementID: Refund Change practice full discloser from *** **** and stop this practice.

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention.
 
As with any type of insurance, our products have terms, conditions and limitations that impacted the coverage you purchased.  They are not “all risk” in nature, and not every unforeseen situation was one which would have triggered trip cancellation coverage.
 
In particular, our insured’s program excluded coverage for any claim arising directly or indirectly from an existing medical condition.  We defined existing medical conditions as any condition that a person would have been treated for, or would have exhibited symptoms of, in the 120 days prior to and including the date the insurance was purchased; May 31, 2013.  
 
According to the information in her claim file, she was treating in the exclusionary period for the condition which led to the cancellation of her travel plans.   Accordingly, we declined to provide coverage for her claim.
 
Sincerely,
 
***** ** ***************** ******** ********** ******* *** ************************************** **** ******* ***** ********* ******** ***** *************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/23/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On July 26th 2013 I purchased one airline ticket and travel insurance on the ****** web site. Prior to selecting travel insurance, I looked at the travel insurance document(s) via a link. I saw trip cancellation/interruption and other terms and felt confident about the insurance provided by Allianz Travel Insurance. The document itself is about 24 pages. I continued through the process going by all the other add-ons (hotel, car, etc) and added my billing information in order to complete my booking. On Tuesday July 30th 2013 I was informed that the trip was being cancelled by the accommodation owner. The owner has refunded the cost ($498) of the accommodation. This was his call and not my decision as I was very disappointed. At this point, I called the Allianz Travel Insurance company and relayed the information and asked about the steps I need to take for my claim. The Allianz customer service gentleman informed me that my airline fee would be covered and that I should make the claim online. He then stated that I should call Orbitz to cancel my airline ticket so that the seat would be freed up. He asked if I needed the number for Orbitz to cancel the flight and I replied yes.Later in the day on Tuesday I called Orbitz and cancelled the flight as instructed. I then logged onto the Allianz web site and filed the claim. While online I called Allianz as I didnt think my claim was going through their online system. Then the Allianz web site updated and everything looked good. At this point in time a woman customer service representative came on the phone and asked what my inquiry was about. I told her that I entered my claim online and everything went through successfully and I no longer needed her assistance. She asked for my claim number and wanted to review everything, so I complied. She then informed me that I was not covered for the tickets. If you have any questions or require documentation, please advise.

Desired Settlement: I would like the cost ($463.60) of my airline tickets refunded. The total cost of the airline tickets and insurance was $493.73

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.  To ensure consumers are clear in that regard, we included the following in your insuring agreement:
 
“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, having one’s travel plans cancelled by the accommodation owner was not included among the reasons which would have triggered his trip cancellation benefit.
 
In reviewing the call he mentions in his complaint, our Associate did not guarantee that his claim would be covered and directed him to file his claim on-line, which he did.
 
My review does show that coverage was properly declined.  I regret we will be unable to reverse our decision in this particular situation.
 
Sincerely,
 
***** ** ***************** ******** ********** ******* *** ************************************** **** ******* ***** ********* ******** ***** *************************

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife and I purchased Travel Insurance: *** */ Cancel Anytime/Trip Cancellation Plus from Allianz Global Assistance through ***** ***** on 9 February 2013. Date of supposed travel 5 August thru 22 August 2013. However, I had an emergency on 25 June 2013 which led to a right-eye surgery on 26 June 2013 thus preventing me to execute this travel. As intended I filed a claim with ***** ***** and Allianz Global Assistance. Actual cost of this trip for us was $5 611.48 (including the ******* **** services which cost $516.00). We were told that we cannot claim the $408.08, the actual price we paid for the insurance. In a nutshell, we could only claim for $5203.40. ***** ***** re-imbursed $******* leaving us $3776.24 of un-refunded expenses. Allianz Global sent us 2 checks, one for $****** and another for $****** for a total of $*******. I then asked Allianz how they arrived at these figures and so far has not responded to this request. This prompted me to write BBB for assistance. My insurance policy states that for trip cancellation we could get as much as 100% of the trip cost, and or 80 % of our pre-paid, non-refundable expenses if we must cancel our trip for an unforeseen reason. We have provided Allianz Global with all the documentations including a physicians statements of the hospital where I was operated on. If I met all their requirements, how come we were refunded only $******* which is 46% only of $3776.24? Up to now I have been waiting for Allianz to provide me a breakdown of how they came up with $*******. I believe we have been short-changed. Note: Under the Certificate of Insurance, Part IV, Description of Travel Insurance Benefits (what is covered), specifically item #**, on page 3, it says : Coverage is for -- published, trip payments, or deposits incurred as a result of cancellation penalties for which you are not eligible to receive a refund.

Desired Settlement: Same as above. Fair and equitable refund as per term of contract with deailed breakdown of amount refunded with explanations.

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 cancellation benefit reimburses actual loss a consumer incurs, up to 100% of their trip cost, etc.  However, our reimbursement is less any refunds, credits or vouchers for future travel, the consumer receives or is due to receive from their travel supplier.  Those are defined as “refunds” in our insuring agreements.
 
According to the consumer’s Travel Agent, they received a credit for future travel from their airline.  Accordingly, that amount, $********, was deducted from the amount we paid.  We did include the amount of the tickets that were not applied to a future credit, $******, in our claim payment.
 
The consumer also recieved a refund for the land portion of the trip.  The cost of the tour was  $********, and the consumer was refunded $********.  That total tour cost included $****** for insurance premium which, of course, is non-refundable.  Our claim payment included $****** owed to the insured from the total paid for the tour.   
 
Our payment also included the $*** which they paid for *****.
 
The unreimbursed costs I outline above equal our claim payment of $********.
 
My review does show that our payment in this matter was proper.  I regret no further payments will be issued.
 
Sincerely,
 
***** ** *****************
Manager, Regulatory Claims, USA

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

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/18/2013 Problems with Product/Service
9/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On May25 I began a cruise (******* ** ********* around Ireland) with my husband and several friends. Unfortunately a severe storm occurred on the 3rd day and our trip ended significantly early. This storm caused the generator on the ship to fail. The ship was then evacuated shortly after, This is public information and can be easily confirmed. Before this trip I bought trip insurance from Allianz. As soon as I returned, I followed the Allianz claim policy under the "interruption" clause, which should cover up to $3000.Cruise line gave us 60% refund and I claimed 40% from insurance, which is $1500.But insurance company covered under "delay" clause, which is $300 in total. After reviewing the Allianz insurance policy, which says strikes,natural disasters,bad weather resulting in the complete cessation of services by cruise line, airlines, the tour operator for at least 24 hrs.,goes under "interruption" clause.Due to the above stated facts, I believe strongly that I am in title to get $1200 back.My claim is # **********. Thank you for your help.

Desired Settlement: I would like to get $1200 refund back.

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 interruption  benefit reimburses the pro-rata portion of an interrupted trip less any refunds the consumer receives or is due to receive from their travel supplier.
 
In this claim, the consumer was actually reimbursed by her cruise line in excess of the number of days she missed.  Accordingly, we were unable to provide coverage under her trip interruption benefit.
 
She did qualify to have unreimbursed expenses covered under her travel delay benefit.  We exhausted her travel delay benefit, which had a limit of liability of ****, by payment.
 
Unfortunately, having one’s travel plans cancelled by the accommodation owner was not included among the reasons which would have triggered his trip cancellation benefit.
 
In reviewing the call he mentions in his complaint, our Associate did not guarantee that his claim would be covered and directed him to file his claim on-line, which he did.
 
My review does show that our handling of this matter was proper.  I regret no further payments will be issued.
 
Sincerely,
 
***** ** *****************
Manager, Regulatory Claims, USA

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought additional insurance for a rental car in Aruba ***** for July 6th-July 13th which I was going to rent with ********.I arrived at 1 pm , but my rental was for 11 am. I have an email that the rental company at the Airport sent to their main store , noting that " NS 11 AM ".When I got there they did not have a car for me.Later in the day , I sent an email to my daughter ( since Allianz only had the 800 #) asking her to call to explain the situation. she was told I needed to produce proof that i had not rented the car.Upon return to US , I call the phone number listed ut was told needed to send the information. I sent them 2 communications fro ******** communication from ******** in which it was noted that I , " Did not show and didn't rent a car" " NS 11 am".I also sent an email , a response to all of my contact was ( see below). Obviously they want to keep my money.Please look into this matter***************************************************************Policy #: ************** Dear ***** ****** , Thank you for contacting Allianz Global Assistance. We apologize for the confusion regarding your recent purchase. We did receive your fax however the documents does not confirm the car was not rented. In order to process your request, please provide the following documentation: -Copy of a letter or email from the ******** on company letterhead confirming the vehicle was not picked up. Please include your name and policy number in all correspondence. For your convenience, you may email, fax, or mail supporting documents as listed below. Allianz Global Assistance"Customer Service Department"** ** *** ************** ** ******** *************

Desired Settlement: refund of money paid

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

A refund of the consumer's premium was processed for her on July 18th.  I trust this has concluded the matter satisfactorily.

Sincerely,

***** ** *****************, Manager, Regulatory Claims, USA

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/5/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I paid ******** for my Ireland trip for my niece's wedding and purchased Allianz travel insurance through ***** (***********), thinking my trip was covered. The day of travel, Thurs., June 13th, we evacuated our home due to the Black Forest fire, the largest fire in Colorado history. Our home became uninhabitable because of the fire danger. Once I ensured my childrens' safety and evacuated (not knowing if our home would still be there or not when we returned), I-25 was then closed and there was no way to get up to the ****** ******* in time for my flight. I called Allianz & the girl I spoke with said that my trip should be reimbursed and sent me the paperwork. When the evacuation order was lifted and we returned home and all was well, thank God, I filed the paperwork, fully expecting travel reimbursement for circumstances beyond my control. Allianz denied my claim because my home was not damaged eventhough I evacuated and my home became unihabitable (which is supposedly covered under their policy). The day of my travel was beyond stressful. I would have made the trip if I could and cried for days because I missed the wedding. That day, I was getting ready for an international trip, my husband, a retired Army officer and current *** civilian had to rush home from work to help with the evacuation of our home because of a raging forest fire, I needed to make sure my kids and pets were safe, console my stressed out kids, and then got stuck because the interstate was closed. Allianz took a very stressful situation and made it worse by not honoring their policy, having compassion, and providing poor customer service.

Desired Settlement: I would like Allianz to honor their policy, do the right thing, & reimburse the cost of travel, ********, claim ***********.Their policy says:"Your primary residence is uninhabitable because of a natural disaster, fire, flood, burglary or vandalism."- We had to evacuate our home due to a forest fire, which makes the home uninhabitable.Travel delay: When it applies:"Natural disaster Theres a natural disaster."-The interstate was closed beyond my control and I could not make it to the airport.

Business Response: Dear *** ****:
 
Thank you for forwarding this matter to my attention. 
 
I do apologize for the consumer’s frustration regarding our rejection of coverage in this matter.
 
As with any type of insurance, our programs have terms, conditions, and exclusions that impact coverage.  Not every unforeseen situation is covered, and our programs are not “all risk” in nature. 
 
So the consumers are clear in that regard, we indicate on the website where the consumer purchased her insurance that “Limitations apply”.  We also provided a hyperlink which can be used to review the terms and conditions of the insuring agreement prior to making the purchase should a consumer wish to do so.
 
We also stated in her insuring agreement that:
 
“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.”
 
*** ********* insuring agreement contained the following as it related to one’s home being “uninhabitable”:
 
Your primary residence is uninhabitable because of a natural
disaster, fire, flood, burglary or vandalism..
 
Her insuring agreement defined “uninhabitable” as:
 
                        A natural disaster, fire, flood, burglary or vandalism causes enough
damage to make a reasonable person find their home or other
accommodation unfit for use.
 
As the consumer’s residence received no damage, her trip cancellation coverage was not triggered.
 
Also, being evacuated from one’s residence was not included among the reasons which would have triggered her coverage.
 
Please feel free to contact me with any further questions you may have.
 
Sincerely,
 
***** ** *****************
Manager, Regulatory Claims, USA

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/5/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Travel insurance was purchased for a friend and our intended gestational surrogate to come to CO for a visit. Her daughter ended up getting the flu and she coulnd't make it. She's a single mother so there was nobody else to take care of her daughter, so she had to cancel her trip. A claim was filed. Now Allianz is not honoring the claim because no doctor was consulted. This is a single mother, with no health insurance, who's child had the flu. Who takes their kid to the doctor for the flu, with or without health insurance?

Desired Settlement: I'd like them to refund me for the cost of the ticket as they should, for which this travel insurance was purchsed. $550 give or take was the total cost.

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

As a one-time consideration we have chosen to issue payment to the insured.  She should receive her check in the next 3-5 business days.

Sincerely,

***** ** *****************, Manager, Regulatory Claims, USA

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/30/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On July 10th, I rented a car from ********** for July 11-15. I rented through *******. Either ******* or ********** made me purchase the insurance through Alliance Global Assistance in order to reserve the car. However, when I went to pick up the car, ********** would not rent me the car because I had not arrived on a plane (I live locally) so, I went to ******** and rented a car from them. I called Alliance to cancel the insurance, but they said because it was the day coverage was to start I could not cancel it; however, I could just send in the documentation from the other rental company showing insurance was bought and that would cancel the claim. I have called Alliance twice, sent them my insurance policy through the ******** and they insist that this was extra insurance. I do not believe I should have to pay for an insurance bought through a company that would not rent to me. When I called, they did not tell me, not to buy additional insurance and that they could cover me, if they had said that I would have kept Alliance's insurance and not bought from the other company. I believe that their advertising was criminal and that their refusal to offer me a refund of $45 is also criminal.

Desired Settlement: I refund to my credit card for $45 for the service that was not used.

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

I am sorry for the confusion regarding refunding *** ******** premium...  I have arranged to have the premium refunded and it should appear on his credit card statement within his next billing cycle.

Sincerely,

***** ** *****************, Manager, Regulatory Claims, USA

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/30/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In January 2013, I purchased an airline ticket to see my father for Father's Day in June 2013. The ticket was for travel round trip from ******** ** ** ******** **. I purchased the travel insurance from Allianz Global when I purchased the ticket. The end of May, my father notified me that he would be needing surgery on his bladder, the doctors found another tumor. The surgery was scheduled for the day after I was going to be leaving. I called Allianz and a claim was opened, they said paperwork would be sent that needed to be filled out by me and by the doctor, and include reciepts of the charges of changing my airline ticket and car rental. I filled out all of the paperwork, the doctor filled out all of the paperwork, I included all the reciepts showing the difference, which was more than the allowed $200.00 maximum allowed for the claim. I sent all the paperwork in for the max of $200.00 allowed. One week later, my father passed away from complications from the surgery. I then recieved a letter from Allianz DENYING the claim because he had been treated for this cancer 1 year prior. They must not think that a cancer can come back!!! This company does not HONOR what they say. Familys with any tragedy, beware. All I wanted was to be reimbursed for what they said they would cover, MEDICAL EMERGENCYS!!

Desired Settlement: I want to be refunded the $200.00 that was filed with Allianz Global Assistance. All of the correct paperwork was filled out and sent. Just because a CANCER returns, and KILLS my father 1 WEEK after, appartently is not enough to have them HONOR a trip insurance plan that was purchased.

Business Response: Dear *** ****:
 
Thank you for forwarding this matter to my attention. 
 
I do apologize for the consumer’s frustration regarding our rejection of coverage in this matter.
 
As with any type of insurance, our programs have terms, conditions, and exclusions that impact coverage.  Not every unforeseen situation is covered, and our programs are not “all risk” in nature. 
 
In particular, *** ********* program excluded coverage for any claim arising directly or indirectly from an existing medical condition of a family member.   
 
We defined existing medical conditions as any condition that her father would have been treated for, or would have exhibited symptoms of, in the 120 days prior to and including the date the insurance was purchased; January 16, 2013.   
 
According to her father’s doctor, he had been treated for the same illness which led to the change in travel plans in that exclusionary period.  Accordingly, we were unable to provide coverage for her claim.  I regret we will be unable to reverse our decision in this particular situation.
 
Please feel free to contact me with any further questions you may have.
 
Sincerely,
 
***** ** *****************
Manager, Regulatory Claims, USA

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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/30/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Below letter outlines what I have sent to Allianz. My flight was cancelled, all flights were full **** ***** **********, and Airport Supervisor). I have put in several calls, and not one assoicate was willing to help or provide me their last name. I would have to start over each time. I am not an expert traveler and bought this insurance to protect me for this type of matter, I feel Allianz has taken advantage of me, and I am sure I am not first this is happening to, and want this matter to protect others going forward.Allianz Global AssistanceClaim Dept. Claim AppealsClaim # ********** *** ******May 13, 2013Claims Examiner,One of my travel companions, ***** *******, and I were going on the trip of a lifetime: ****** ****, ********* ******* *** *******, March 18 through March 29, 2013. We had booked our tour and flight six months in advance, did extensive research of the countries, secured our passports, bought our foreign currency, paid for the trip in full, and bought travel insurance through your company. The Allianz Travel Insurance ad on your website said: Peace of mind is priceless. Protect yourself and your travel investment with innovative travel insurance with us. You took our money and we trusted you.You cannot imagine how hurt and greatly disappointed we were that snowy evening of our departure from ******** ****, standing at the ***** gate and being told that our 5:32 pm flight #**** had to be cancelled due to severe winter weather! We went immediately to the ***** desk to book another flight to our connecting flight in ******* that was boarding at 10:20 pm for ******. ***** agents worked with us to secure another flight, but none were available that night because the airport had to cancel all flights in and out of ******** ****. To make matters even worse, remaining flights that whole week (March19th through March 24th) were totally booked due to heavy Spring Break travel. At this point we called our travel agent and she coached us about what to do. We had no other choice but to cancel our dream trip. We obtained flight cancellation documentation from ***** that night and printed travel insurance claim forms. They were in the mail to you the next day, March 19, 2013.While still greatly disappointed, we took comfort in the fact that we had purchased the best travel insurance. Allianz website read: Life is unpredictable. Some trips have to be cancelled. With insurance, travelers dont have to pay for a trip they are unable to take. We help travelers every day through unanticipated travel delays, bad weather,. etc. We trusted Allianz!I dont really know why we havent received our claimed expenses after almost two months of working with Allianz. Every time I call Allianz Travel Insurance Co. I have to talk with a different representative. When I ask by name for the person I last talked with, it is denied. On April 11, 2013 I printed my Claim Status from your website that stated, .unable to approve your claim. You will be receiving a letter from Allianz Global Assistance with more details. My travel companion and I have yet to receive that letter and we live at separate addresses!We sincerely hope the enclosed documents from *** ***** *****, Airport Director, and *** ****** *****, ***** station supervisor at ******** **** ****** ******* *******, both stating the cancellation of our flight was due to severe winter weather and the complete unavailability of seats on later flights the next day and week, is what you need to finally approve our claim. Allianz accepted our money and we trusted Allianz! I look forward to hearing from you that our claims have been approved.Sincerely,*** ********* ****** *********** ****, MI *********************

Desired Settlement: 100% insurance claim recieved . Backup from *****, and Airport has been provided.

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention.  I am sorry for the consumer’s frustration regarding the handling of her claim.
 
Like any other insurance product, terms, conditions and limitations are a part of the insuring agreement.
 
In particular, we provided trip cancellation coverage to the consumer in situations where bad weather shut flights down on the route she was to have travelled for 24 or more consecutive hours.
 
In reviewing this for you, the cancelled flights were from ******** **** ** ******* on March 18th.    However, the flight was not cancelled.  It was just a delayed departure.  The departure delay was only 126 minutes and they landed 80 minutes late.  Had the consumer taken the flight which was only delayed, they still would have had two hours and 13 minutes to make their connection to London
 
My review of this matter does show that coverage was correctly declined in this instance.
 
Sincerely,
 
***** ** *****************
Manager, Regulatory Claims, 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,

*** ******


 

Dear ***** ********

Thank you for helping me with my Better Business Bureau complaint against Allianz Global Assistance.  I cannot, however, accept the Allianz Globel Assistance reply to my travel insurance claim dispute with them.

In his reply, ***** ** *****************, Regulatory Claims Manager stated my March 18, 2013 ***** ******** flight from ******** **** to ******* was not cancelled and that it was just a delayed departure.  That is totally false!  I have documentation from both the ******** **** ******* Director and the ******** **** ***** ********** stating, "due to a winter storm commercial airline flights were cancelled on Monday, March 18, 2013 and did not resume until the next day."  I both mailed and faxed these two letters of documentation to Allianz.  They confirmed receipt of the documents but continue to insist the flight was not cancelled!

Due to the fact the week of March 18, 2013 was during our area's Spring Break time and flights through that week and following weekend were booked at 100 percent, I was unable to meet my scheduled departure time for a nine day coach tour of *** ******* *** *******.  I had no other choice but to cancel my dream tour.  After submitting all the required claim forms, faxing all documents and after many emails and phone conversations with Allianz I am greatly distressed to have them repeatedly refuse to honor the travel insurance they sold me.  Allianz Global Assistance took my money and I trusted them.

Please help me to make Allianz know that they cannot refuse to settle bonafied insurance claims with their travel customers.  In good faith I insured my valuable *** ******* **** and airline travel investment with Allianz Global Assistance and they refuse my claim.  This is not right!

Sincerely,

*** ******

 

Business Response:

Dear *** ******,

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

Even if *** ******** flight on the 18th been cancelled, ***** resumed flights the next day at 5:29 AM.  As there was not a 24+ hour cessation of all ***** flights on that route due to weather, her trip interruption benefit was not triggered.
 
That benefit is not triggered on when a consumer may be able to get the next flight.
 
I understand *** ******** frustration; however, our decision remains the same.
 
Please feel free to contact me with any further questions.
 
Sincerely,
 
***** ** *****************
Manager, Regulatory Claims, USA

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

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/7/2013 Problems with Product/Service
8/2/2013 Problems with Product/Service
8/2/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased travel insurance form Allianz Ins Co. for a hotel reservation in Charleston So Carolina May 1 through May 6, 2013. I immediately canceled the hotel reservation upon finding out the hotel was under construction, from my son who lived there. This was done within 2 hours. I notified the hotel, *** ****, and Allianz that I could not stay at that hotel due to asthma and allergies. Allianz stated this should not be a problem since it was cancelled so soon. The hotel accepted the cancelation and *** ****, after several conversations, kept referring me back to Allianz. Allianz requested a note from my M.D.. I complied with their request. They then called and stated they needed a form sent from my M.D., by fax, within 48 hours, again I complied with no results. The last communication was 6/21/13 with a three way conversation with Chase cc, and Alliance in which again Alliance requested another fax from my M.D. on a Friday night. Saturday morning I again received a letter from Alliance stating the case is closed. Chase had sent their required forms to Allianz. Chase has stated the charge for this unused reservation will appear on the next bill again after I contested this charge of $1,294.02. I have communicated with them on these dates3/12/13,3/13/13,3/14/13,3/28/13,4/13/13/,4/22/13,5/1/13,6/12/13,6/21/13,6/22/13 thank you ***** *********

Desired Settlement: I request that Alliance send a check for $1,294.02, the cost of the hotel since I purchased insurance for this purpose.

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

I reveiwed the consumer's policy and it appears that our Finance Department has not received the documentation which would show the consumer has cancelled the dispute of the charge for her policy.  Accordingly, we are unable to process her claim.

We stand ready to do that for her as soon as Finance receives the information which shows the consumer has paid her premium.

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 did not ask for the cost of purchasing the insurance to be refunded. I am asking for Allianz to pay the charge for the ******* bill.  I did not use the hotel and have notified both hot wire and allianz  and ***** and the hotel on many occasions by all methods. I have sent the required information from my physician to both companies and ***** cc has sent their information. They consistently lie and send me conflicting information to continue the run around. There is no premium to be paid it was done at the purchase.

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

Until such time as the consumer provides our Finance Department with proof that she has paid premium, we are unable to issue any claim payment.

Sincerely,

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/30/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased flight for my fiance out of Jamaica from *********** and they offered Allianz Global protection for the tickets in case anything would happen. Come to find out later that they do not cover much of anything, and their exclusions are half a mile long. The trip was cancelled and I accepted ********* ticket voucher to be used at a different time, and all Allianz Global needed to cover was $50.00. Unfortunately, they could not even handle that. They fail to mention that only the name on the ticket can basically recover any issuance claims, which in most cases would be fine, however in this case due to us still living in different countries will not work. All y information was used, besides it having her name on the ticket. The customer service agent said they could sent the check to her, however that is not going to work due to the country and exchange rate differences. Reference Number: **********

Desired Settlement: Since they do not seem interested in helping with the $50 ticket voucher charge, I would prefer a refund of the insurance cost $26.25. I suggest the terms and conditions be listed on such sites that due business with Allianz Global, instead of their 'buy it now and look it over for 10 days' policy. Nowhere in the terms and conditions was I able to read that the name on the ticket would be the only person to be able to recover anything..

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention.  I am sorry for the consumer’s frustration regarding his insurance purchase.
 
We and our partner, *******, want consumers to make informed decisions regarding the purchase of our products.    To ensure that consumers are clear that our products are not “all risk” in nature, we indicate that “Limitations Apply” and provide a hyperlink which consumers may use if they wish to review the policy prior to the purchase.
 
Of course, we also offer a 10-day period following the purchase for review of the program.  If a consumer believes it may not meet his or her needs, we gladly refund his or her premium in that 10-day period, as long as he or she has not filed a claim or departed on the trip.
 
Unfortunately, a claim was filed against this policy and more than 10 days have passed since it was purchased.  Accordingly, we will be unable to refund the premium  in this situation.
 
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,

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


 

 They did not address my question whatsoever!  No where in their 'terms and conditions' did it state that the refund will ONLY be made to the person the ticket is in the name of.  That does not work for me, and I would not have purchased the insurance if that was explained anywhere!  They can re-read my initial complaint since they did not before.

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

Insurance policies are a contract between the named insured and the insurer.  Payment can not be issued to another party unless the named insured(s) sign an Assignment of Benefits document that directs us to do so.

Also, in the contract, we indicate that we will provide reimbursement to "you" or "your".  We define at the beginning of the insuring agreement "you" or "your" as the individual(s) listed on the Letter of Confirmation.

Sincerely,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

BBB Comments: The customer did not provide new information pertinent to the complaint.

7/23/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Allianz Global Assistance makes it easy to acquire their insurance but of course they WILL NOT pay on a premium without significant and frankly overwhelming red tape, hoops, and what I believe is a practice to make it so challenging that they hope you give up.Rarely have I purchased trip cancellation insurance. I have now spent the past four weeks seeking reimbursement of a small amount of money - but its now become less about the money and more about COMPASSION and PRINCIPLE - which Allianz has neither. Unexpected health challenges occurred at the last minute due to a situation that is protected by HIPPA compliance. The decision was made to delay my trip to another time when the situation improved. Allianz Global Assistance made me create an entire documented health record that again verged on breaking HIPPA compliance. When a company portrays themselves as offering a service to assist you in a time of emergency - to suggest otherwise is a false claim or marketing. To have to go through a process that included taking parents away from the care of their children to have to support the claim is extraordinarily insensitive. By the way, they do offer their own suggested company for which you can appeal a rejected claim, too if you are so inclined. Yes I could just leave my lost funds on the table with Allianz Global Assistance - but how many other families have had to go through this, how many other families have been denied, how many other doctors and staff have had their time wasted in providing appropriate levels of paperwork. I was not lying, I was not trying to falsely claim my reimbursement, and I was not seeking to benefit any differently than the next customer. My trip was on ** *******. I now have read every review I can find online about Allianz - and I have also read their responses to certain accusations. I am not a gullible consumer - but this is setup to benefit only their pocketbooks and its an embarrassment that ** ******* is affiliated with them. Therefore, here is

Desired Settlement: $185 in charges incurred

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention.  I am sorry for the consumer’s frustration regarding the handling of her claim.
 
We, and our partner ** *******, want consumers to make informed decisions regarding their insurance purchase.  This is especially true as our travel insurance programs are like any other kind of insurance in that they have terms, conditions, and exclusions that impact coverage.  They are not “all risk” in nature, and not every unforeseen situation triggers coverage.  To help convey that, we indicate on the ** ******* website that “Limitations apply” and provide a hyperlink which consumers may use to review the terms and conditions of our products prior to making the purchase should they wish to do so.  
 
In regards to any concern(s) surrounding our request for information violating HIPAA, a consumer is under no obligation to have his or her doctor release more information to us than he or she may want to.  We respect that right to privacy, however, there is basic information we need to be able to assess the eligibility of the claim.  Our asking for this information is not a violation of the HIPAA Privacy Rule which sets limits and conditions on the uses and disclosures that may be made of such information without patient authorization.
 
The insurance industry is one of the most highly regulated in this country.  Unlike other service companies, we are obligated to ensure that our insureds are treated consistently when it comes to their insurance coverage.  To issue payment to one consumer, while declining coverage to others in the same circumstance, would place us at odds with various fair claims settlement regulations.  Unfortunately, we do not include great-nieces in our definition of a family member and *** ******** program also excluded coverage for any claim directly or indirectly related to medical conditions which her great-niece would have had symptoms of, or treatment for, in the 120-day period prior to the insurance purchase.
 
My review does show that her claim was properly handled. I regret we will be unable to reverse our decision in this particular instance.
 
Sincerely,
 
***** ** ***************** ******** ********** ******* *** ************************************** **** ***** ****** **** ********* ******** ***** *************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/23/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My family planned a trip to the Florida Keys in February 2013. My wife had been receiving treatment for cancer and was on a break from treatment, we all planned on having a family vacation together (10 of us). My wife and I purchased 2 round-trip tickets from ***** airlines to leave on February 28, 2013 and returning on March 11, 2013. My wife was cleared from her doctor to travel at the time that we purchased the tickets and rented the house. On February 25, my wife was admitted to the hospital and her doctor advised us to cancel the trip. All of us did so. We filed the necessary paperwork for our claim, and my 2 daughter's claims. My oldest daughter's claim was paid (4 airline tickets) but my claim (2 tickets) and my youngest daughter's claim (4 tickets) were denied. The same supporting documentation was given for all 3 claims. They are now stating that my wife had a pre-existing condition that would negate the policy. However, my oldest daughter's claim was processed and paid for.

Desired Settlement: I want the airline tickets refunded for claim number ********** and for claim number **********. Their argument does not hold up considering that they paid claim number **********.

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention.  I am sorry for the consumer’s frustration regarding the handling his claim.
 
A consideration payment was issued by our Claim Department on June 26th.  I trust our tender of that payment has concluded the matter satisfactorily.
 
Sincerely,
 
***** ** ***************** ******** ********** ******* ***
************************************** **** ***** ****** **** ********* ******** ***** *************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/23/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My father whom is 70 years of age purchased travel insurance from this company November 12th 2012. We were unable to go on this trip because my father got very sick and was put on a breathing machine. My father has be to the doctor twice to fill out paper work stating he was unfit and unable to travel. We have called Allianz Global Assistance many times over the last 6 months trying to get his refund of $570.23 This company has given us the run around every time and refuses refund his money! Every phone call we are put on hold for 20 plus minutes before they tell us they will call back. Never once in the 6 months has Allianz Global Assistance tried to contact by mail, email, phone or any other way. Please don't let this company rip you off! Please do not use this company. ****** is retired military and fought for this country for our freedom and rights! Not this...Thank you for reading,****** * *******

Desired Settlement: I just need my father to get his refund in the amount of $570.23Maybe a letter of apology would be nice also.

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention.  I am sorry for *** ********* frustration.
 
We tried on multiple occasions to have *** ********* PCP provide clarification regarding dates he included on a Physician Statement Form he completed.  Without that clarification, we are unable to determine if we can provide coverage for this claim.
 
We stand ready to continue our review of this matter and suggest that the consumer contact his doctor and have him call our Claim Department.
 
Sincerely,
 
***** ** ***************** ******** ********** ******* ***

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/28/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I scheduled a flight to Memphis, Tn May 8-15 i had to cancel due to my Boyfriend being in the Navy his days off werent approvedc, so therefore I had to cancel my whole trip. I went throught ***********, but the insurance is to cover you in case of things of this sort. I understand that everyone can't have a complaint but, everyone isnt rich ti just let a company take their money when they have had a legitiment reason for wanting their money back..

Desired Settlement: I would like my money refunded to me, nothing is free in this world, especially not someone elses money.

Business Response: Dear Ms. ****:
 
Thank you for forwarding this matter to my attention. 
 
I do apologize for the consumer’s frustration regarding our rejection of coverage in this matter.
 
As with any type of insurance, our programs have terms, conditions, and exclusions that impact coverage.  Not every unforeseen situation is covered, and our programs are not “all risk” in nature. 
 
So the consumers are clear in that regard, we indicate on the website where the consumer purchased her insurance that “Limitations apply”.  We also provided a hyperlink which can be used to review the terms and conditions of the insuring agreement prior to making the purchase should a consumer wish to do so.
 
We also stated in her insuring agreement that:
 
“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.”
 
Unfortunately, her boyfriend not being able to secure time off from work was not a reason which would have triggered her trip cancellation benefits as he was not an insured on her policy.
 
My review does show that our decision in this particular situation was proper.  I regret we will be unable to reverse our decision in this instance.
 
Please feel free to contact me with any further questions you may have.
 
Sincerely,
 
***** ** *****************
Manager, Regulatory Claims, 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,

***** ******


 

I am not satisfied with the results of my complaint…

Mrs. **** stated that my boyfriend having time off was not questionable or valid enough for this issue yes it is.. He is in the Navy and I don’t have or know anyone there where I was going so this is more than enough reason MATTER OF FACT HE IS A NAVY SEAL SO THEIR EXPEDITIONS ARE NOT PLANNED THEY ARE SUBJEST TO WHATEVER HAPPENS,AND I DON’T CARE ABOUT AN UNDER WRITING COMPANY AT ALL THAT’S MY MONEY AND I WOULD LIKE IT REFUNDED, AND I WONT STOP UNTIL IT IS.

 

“So the consumers are clear in that regard, we indicate on the website where the consumer purchased her insurance that “Limitations apply”. We also provided a hyperlink which can be used to review the terms and conditions of the insuring agreement prior to making the purchase should a consumer wish to do so.”

THE STATEMENT ABOVE, I DIDN’T SEE WHERE THE STIPULATIONS WAS THIS SO IM NOT GOING TO CLAIM THIS.

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.”

THIS STATEMENT. I DON’T BELIEVE BECAUSE I KNOW PEOPLE WHO HAV HAD PROBLEMS EVEN WHEN THE PERSON WAS SICK, SO IT’S BS.. IM NOT STOPPING UNTIL I BECOME A NEUSSANCE..

“Unfortunately, her boyfriend not being able to secure time off from work was not a reason which would have triggered her trip cancellation benefits as he was not an insured on her policy.”

AND TO THIS STATEMENT I WILL GET HIM TO WRITE A LETTER STATING OF ALL OF THIS AND SEE WHAT HAPPENS THEN.

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

6/26/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Allianz Insurance denied reimburse of airline tickets for an "unexpected" life changing event. On November 6 2012, while purchasing airline tickets, I also purchased Allianz Insurance on those airlines tickets. Our trip was scheduled for Feb. 8-15 2013. I have never purchased insurance before, but this time I did as my mother in-law was diagnosed with cancer in late September 2012. We did not know the prognosis nor what to expect so we thought it would be best to purchase the insurance in case we needed to cancel our trip for some unexpected reason. Two weeks prior to our trip, my mother in-law was admitted to the hospital for several days. She came home but only to find herself back in the hospital a few days later. On Feb 6 2013 (two days prior to our trip), her doctor informed us that the cancer had taken a turn for the worse and she did not have much longer to live. He gave us a prognosis of two weeks. He informed us to contact *******. It was at that point we decided that we could not go forward with our trip. I filed a re-imbursement claim to Allianz Insurance (on Feb 6 2013) which included a form from my mother in-laws doctor explaining the turn of cancer and prognosis.On Feb 8 (the day of our trip), we brought my mother in-law home from the hospital, to our home in home care hospice to live out her remaining weeks. We were appointed her primary care givers.I received a response back from Allianz denying my reimbursement claim. They indicated that the situation was pre-existing therefore I would not be reimbursed. Please tell me how you I could have predicted this.Given Allianzs reasoning, I looked through documentation from Allianz of reasons for trip cancellation, and pre-existing is not mentioned anywhere nor do I think it is plausible.If I do not get reimbursement for my reasonable claim, I will contact my lawyer.

Desired Settlement: I would like to be reimbursed in full or I will contact my lawyer.

Business Response: Dear Ms. ****:
 
Thank you for forwarding this matter to my attention. 
 
Our products provide trip cancellation benefits to insureds when they or family members become ill and/or are unable to travel as planned.  However, there are certain situations where we are not able to cover the claims filed by our customers.
 
On page 5 of the insuring agreement we directed the consumer to review the exclusions in her insuring agreement.  In particular, Ms. ********’s program excluded coverage for any claim directly or indirectly related to any condition which her mother-in-law would have had symptoms of, or treatment for, in the 120 days prior to and including the date the insurance was purchased. 
 
In this case, and as Ms. ******** indicates in her complaint, her mother-in-law’s condition was diagnosed some sixty days prior to the insurance purchase.  As it was this condition which led to the change in her travel plans, the condition was considered to be an existing medical condition which we were unable to cover.
 
My review does show that the decision made on her claim was proper.  I regret we will be unable to reverse our decision in this particular situation.
 
Please feel free to contact me should you have any additional questions.
 
Sincerely,
 
***** ** *****************
Manager, Regulatory Claims, 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.

People are diagnosed with cancer all the time and live for years with it.  A matter of fact, the doctor said my mother in-law could live up to 5 years.  The whole purpose of buying the insurance was to protect us in getting our money back in case something terribly went wrong and we needed to stay and take care of her.   

Two weeks prior to the departure of our trip (Feb 8th, 2013) my mother in-law spent several days in and out of the hospital (I am happy to provide the hospital records if requested.)  It was only two days prior to our trip, while at the hospital, we were told she had two weeks to live.  On the day we were supposed to go on our trip, we were bringing my mother in-law home from the hospital to LIVE in our home.  We were now the PRIMARY Caregivers for the remainder of her days.

Isn’t the purpose of insurance  to protect you from the unexpected?  How more unexpected is a doctor telling you, you only have two weeks to live.

I assume that if a person had a triple by-pass, and the family bought insurance for a trip, and the person had a heart attack and died and had to cancel the trip that you would give them the SAME answer….. it was a pre-existing condition.

I don’t accept this explanation and will be contacting my attonery.

Regards,

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

6/25/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I took out the travel trip cancellation coverage. My central air conditioner went out & the company plans to put it in on the date my trip was scheduled. I called the insurance & they do not consider that a reason to cancel my trip. I was told my house either had to burn down or I had to be admitted to the hospital through the emergency room to qualify for trip cancellation. I do not think this is right. Their presentation on the site says any emergency.

Desired Settlement: Whatever is right. I will have to give the trip to someone else to use.

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention. 
 
I do apologize for the consumer’s frustration regarding our rejection of coverage in this matter.
 
As with any type of insurance, our programs have terms, conditions, and exclusions that impact coverage.  Not every unforeseen situation is covered, and our programs are not “all risk” in nature. 
 
So the consumers are clear in that regard, we indicate on the website where the consumer purchased her insurance that “Limitations apply”.  We also provided a hyperlink which can be used to review the terms and conditions of the insuring agreement prior to making the purchase should a consumer wish to do so.
 
We also stated in her insuring agreement that:
 
“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.”
 
Unfortunately, needing to be at home for a contractor to install AC was not included among the reasons which would have triggered her trip cancellation coverage. 
 
My review does show that our decision in this particular situation was proper.  I regret we will be unable to reverse our decision in this instance.
 
Please feel free to contact me with any further questions you may have.
 
Sincerely,
 
***** ** ***************** ******** ********** ******* *** ************************************** **** ***** ****** **** ********* ******** ***** *************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/25/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: FILED A CLAIM WITH SAID COMPANY 1/16/13 (EX-1A,B,C) CLAIM WAS DENIED (EX-2). AS CAN BE SEEN THEDEALER PAID NOTHING(EX-3B,4). THIS HAS BEEN AN ONGOING PROBLEM FOR 4 MONTHS THE BEST RESPOND I HAVE RECEIVED "IT IS UNDER REVIEW" OR THE CLAIM HAS BEEN CLOSED. EITHER/OR CUSTOMER SERVICE CAN NOT LOCATE WHERE THE CLAIM IS. PAST EXPERIENCE WITH CLAIMS USUALLY TAKE ABOUT 2 WEEKS TO PROCESSNOW THEY ARE UP TO 4 MONTHS NO END IN SITE.

Desired Settlement: HONOR THE PROGRAM I HAVE DISPROVED THEIR CLAIM AS SEEN ON EX-3B,4 THE DEALER PAID FOR IT. AS THE DEALER STATED IF WE PAY FOR THE RENTAL THE DOLLAR AMOUNT WILL SHOW ON THAT LINE.

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention. 
 
*** ******** claim was originally denied as information in his claim file showed that a dealership had paid for his rental vehicle while his personal auto was being repaired.  
He subsequently appealed that decision and provided an incomplete copy of a rental agreement which indicated that he had paid for the rental car, not the dealership.
 
Our investigation showed that the charges for the rental were billed to the dealership.  We requested and received a copy of the original rental agreement from his rental agency and it was not the same rental agreement that we originally received from him.   
 
Accordingly, we were not able to honor the claim he have filed with us.
 
Please feel free to contact me should you have any additional questions.
 
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,

**** ******


 

 This is a copy of the email sent to *** ***************** as previously 

requested a copy of the original rental agreement obtained by Allianz 

Global Assistance. When requesting the document before it was not 

available according to their response it is now in their possession. But

for some reason they will not release it as requested. So in summary

my claim has not been fulfilled. Thank You, **** ******.  

Good Day Sir, Names **** ****** emailing in regards to a conversation I had with ***** **** *****. After along wait on hold and several attempts made I have the letter of denial on said claim. Thank you for that. When asking for receipt that Allianz obtained from Enterprise proving whats seems to be the accusation of fraud it was denied again. Both Allianz and Auto Club of Southern California have denied the Enterprise receipt proving the mistake. This is important to assure future claims are done correctly and to research why their are conflicting receipts. I have the assumption the request is being denied at this level. Please advice. Thank You, **** ****** ©

 

 

available according to their response it is now in their possession. But

for some reason they will not release it as requested. So in summary

my claim has not been fulfilled. Thank You, **** *******  


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

We are unable to provide *** ****** with a copy of the document which was obtained by our SIU Department.  We have respectfully suggested that he contact Enterprise directly to obtain a copy of the document which shows he did not in fact pay for the rental vehicle as he claimed.  The cost of the rental was billed directly to the delearship which was working on his car.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/14/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased two ******* tickets, with Travel insurance on Wednesday, April 10, 2013 for two adults. I paid a total of $890.80 for two adult ******* air tickets on ***********. I called Allianz Global Assistance to request a refund for the airline tickets, because the two adults are no longer available to travel. I would like the full amount of $890.80 refunded to me, since both parties are no longer able to go on the trip, and I paid for insurance coverage.

Desired Settlement: I would like the full amount of $890.80 refunded to me, since both parties are no longer able to go on the trip, and I paid for insurance coverage.

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

Thank you for forwarding this matter to my attention.

Like any other type of insurance, our programs are contracts between the individuals named on the insuring agreement and ourselves.  If our insureds have a covered claim, we are able to issue payment to a third party, but ONLY with their written permission. 

To date we have no claim filed on the policy number this consumer provided.

Sincerely,

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

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

Thank you for forwarding this matter to my attention.

Like any other type of insurance, our programs are contracts between the individuals named on the insuring agreement and ourselves.  If our insureds have a covered claim, we are able to issue payment to a third party, but ONLY with their written permission. 

To date we have no claim filed on the policy number this consumer provided.

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.

[Claim # **********]

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

 

 

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 # **********]

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

 

 

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

The consumer has merely advised us that a claim will be filed.  That was accomplished on May28th.  To date, we have received no claim documentation that our Claim Department could review to make any type of coverage determination.

Sincerely,

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

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

The consumer has merely advised us that a claim will be filed.  That was accomplished on May28th.  To date, we have received no claim documentation that our Claim Department could review to make any type of coverage determination.

Sincerely,

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/11/2013 Guarantee/Warranty Issues
6/6/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My daughter,******* *** ** was to go on a trip to Spain for over a month. Her grandfather passed away suddenly and unexpectedly. The trip is scheduled for 5/25/13. The service was held on 5/18/13. The claim to refund the trip was denied.

Desired Settlement: Would like to have the trip cost reimbursed since she will not be able to travel due to helping out with grandmother who does not work nor drive.

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention. 
 
Our products provide trip cancellation benefits to insureds when they become ill and are unable to travel as planned subject to terms, conditions, and exclusions.  In that regard, our insurance programs are like any other type of insurance.
 
On March 17th the consumer filed an e-claim with us indicating the trip had been cancelled due to “depression and anxiety”.  To support her claim, she supplied a Physician Statement Form indicating her doctor advised her not to travel on March 7th due to “anxiety & depression”.
 
Unfortunately, *** ***** insurance program excluded coverage for any claim directly or indirectly related to mental or nervous health issues.  Accordingly, coverage was denied.
 
The consumer’s insuring agreement contained the following:
 
“Your coverage ends on the earliest of…
 
· the day and time you cancel your trip”
 
As *** **** filed a claim for trip cancellation benefits on March 17th, her coverage ended on that day.  We are unable to consider her grandfather’s passing on May 7th as her insurance coverage had ended prior to his death.
 
Please feel free to contact me should you have any additional questions
 
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 do not understand how the benefits would end given that the trip was not canceled and my daughter had planned to go when the first claim was rejected.  We did not anticipate the death of her grandfather.  He drove himself to the emergency room. Was taken into a bay and died within 30 minutes of a heart attack.  He had no prior heart problems.  I was not notified that the coverage ended on 3/17/13.  Why would they end it if the flight was not canceled??

Regards,

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


 

 

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

The consumer admits that they filed a claim.  In order to do so, one has to cancel one's trip, otherwise, had the claim been covered, payment could not have been made if the trip had not been cancelled.

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 feel that this company has many stipulations to prohibit one from actually being covered.  I did not know I had to cancel the trip.  When I called to inquire about a claim due to the death, I was forwarded an email with an attachment.  I was not informed to cancel the trip to be eligible. 

The first response from the company regarding my BBB complaint was that I was not covered due to a first claim being filed, now it changed that the trip was not canceled?  My father passed away. My priority was making the arrangements, calling his employer, etc etc.  We did not anticipate getting a phone call to go to an Emergency Room to see my daughter's grandfather dead on a stretcher. 

I was never told to cancel the trip to be eligible to file a claim when I called after my father's passing.  I was simply told to fill out the form.  I was asked if I canceled the trip after the original claim was filed and said no that she planned to go on the trip until the death.  She did not advise me to cancel to be eligible for a claim.  

Regards,

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


 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/6/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In December I faxed a group of claims for hospital costs in Ft. Lauderdale, FLA, hotel costs, cremation cost, and baggage cost. The only response I received was a denial of the baggage claim. I have called repeatedly and the claims adjusters are unable to tell me why my other claims have not been processed. I have asked for one person to work with, I've asked for calls back to no avail. I can't get any responses.Here are the claims I am requesting - ALL INFORMATION HAS ALREADY BEEN PROVIDED TO ALLIANZ, THIS IS JUST A SUMMARYEmergency Medical claims - $1688.58 - all information was faxed, including the bill from each provider and the reimbursement information from my primary provider for each claim. Submitted with a claim form listing each item. I paid these items out of pocket.Baggage Claim - I dispute the denial of this claim - the reason given was that "it was not the fault of a commercial carrier". The commercial carrier would not take our bags because we were flying on a medical flight, therefore - it was due to the commercial carrier rules/regulations that I incurred extra costs. The expense of shipping our luggage was $310.42.Hotel costs - $500 - per policy $100/day for up to 5 days - receipt was provided.Cremation cost - I did not ask for any type of reimbursement for flight home and was told by Allianz representative that in lieu of the cost of transporting a body home, I could be reimbursed the cost of cremation - cost was $2070 - an itemized bill was provided.I don't know where to turn. At best this is horrible customer service - at worst - it is fraudulent advertising and failure to uphold the terms of your contract.

Desired Settlement: 1. I would like payment, per the terms of my contract, for all covered expenses related to this claim, including expenses still being processed by my primary insurance.2. I have not been reimbursed for ANY of my out of pocket expenses that were contracted in good faith with this company.3. Customer service refuses to provide me with any explanations when contacted via phone and only one claim via mail - which was a baggage claim that was denied.

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention.  We certainly apologize for *** ******** frustration and apologize for our oversight in not settling this matter sooner for her.
 
Yesterday, we issued the following payments:
 

$******* for *** ******** medical expenses
$****** for his trip interruption
$******* for the cremation expenses
$****** towards *** ******** hotel expenses.  The trip interruption benefit she purchased provided a maximum benefit level of $*******
 
We are unable to consider her baggage claim.  Her baggage benefit only applied if personal property had been lost, stolen, or delayed.  There was no coverage for the additional shipping costs she incurred for her baggage under her program with us.
 
*** ****** should receive her checks in the next 3-5 business days.
 
Please feel free to contact me should you have any additional questions
 
Sincerely,
 
***** ** ***************** ******** ********** ******* *** ************************************** **** ***** ****** **** ********* ******** ***** *************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/4/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased flight insurance from Allianz for my whole family and they made it seem that any emergency is covered - That is why I bought the insurance. My wife got pregnant and her doctor recommended her not to travel the last two months of her pregnancy due to a previous preeclampsia situation.When I first contacted Allianz to file a claim I was told that pregnancy is not covered but since it's a matter of life threatening i can file a claim and I would be covered and the money would be refunded for my plane tickets.All required documents were faxed to Allianz this included Claim application and original invoice they have since denied my claim and does not want to pay me for my losses.

Desired Settlement: I would like to be paid the $4000 that I paid for the plane tickets knowing the flights are for August 2013 and they can sell it again with higher prices.

Business Response: Dear Ms. ****:

Would the consumer be able to supply me with the claim number so that I may review this matter further?

Sincerely,

***** ** ****************, Manager, Regulatory Claims, 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,

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


 

Hi I got a letter from you and the company that I sent a complaint about asked for the claim number that I submitted to them. It's : **********

Will you provide it to them .

Thank you

 

Business Response: Dear Ms. ****:
 
Thank you for forwarding this matter to my attention. 
 
Our products provide trip cancellation benefits to insureds when they or family members become ill and/or are unable to travel as planned.  We also provide coverage when a person has a complication with her pregnancy. 
 
However, there are certain situations where we are not able to cover the claims filed by our customers.  No insurance program responds to speculative situations.  In this matter, the consumer’s wife had a complication in a previous pregnancy. 
 
According to the OB/GYN, this pregnancy is normal (ICD 9 V22.1) and luckily there are no complications.  While the doctor may not want her to fly at the end of her last trimester, only if there had been an actual complication prior to the planned departure date would the insurance have been able to respond.
 
My review does show that the decision made on her claim was proper.  I regret we will be unable to reverse our decision in this particular situation.
 
Please feel free to contact me should you have any additional questions.
 
Sincerely,
 
***** ** *****************
Manager, Regulatory Claims, USA

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/4/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Having satisfied Allianz with thorough medical documentation of why airline tickets for my family needed to be cancelled early in February 2013, and being assured in March that the checks were in the mail, my family has yet to receive those 2 checks as of May 18. I have spoken to 7 claims people since April 8. There was one legitimate address error early on, and one unexplainable address error in March that is still unresolved. Bottom line is that approved claim (**********)has not been resolved as promised and promised re-imbursement is not received 3 months after approval.

Desired Settlement: Checks in the names of ****** ***** *** **** ** ***** should be sent immediately to the address provided 3 times:****** ******* *** **** **** ************************ *** **** ************** ** ** ************when this transaction has occurred

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

We do apologize for the consumer's frustration regarding the issuance of her claim payments.  To expedite resolution, we set up a new claim for her and had the payments issued on Friday.  She should receive those at the correct address in the next 3-5 business days.

Sincerely,

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/4/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased travel insurance from Allianz Global Assistance (insurance underwritten by ********* ********* *******.) I am a care-giver for an elderly dementia patient as this person has no relatives in the local area. She requires my care on a daily basis for bathing, exercise, and transportation. I made arrangements for alternative care while I was away. Unfortunately, eight hours before I was scheduled to depart, she became confused and upset about the fact I would not be available for the next two weeks. I could not go away and leave this person in such a state. In addition, we experienced an issue with the shower in her residence that evening making it impossible for her to bathe. As such, I cancelled my trip.I purchased the trip insurance based on the stated claims of this company on their Web site. The information presented on the website indicated medical situations are a good reason to take out insurance. Unfortunately, I found the company is so restrictive in their definition of a medical emergency that almost anything a normal person would consider an emergency wont be included. Specifically Allianz stated since my patient was not in imminent danger of death my situation was not covered under their policy. If this company is going to promote insurance based on medical emergencies they should clearly state in their advertising that a medical emergency must be a life or death situation to be covered. The impact my absence on the health and welfare of a dementia patient is a medical emergency. I understand they do give you the opportunity to review an insurance policy. However, how many people are going to read through 20 to 25 pages of legalese to attempt to determine what is or is not an emergency. This organizations Web site is deliberately misleading in what situations are covered. They should state specifically on their Web site their definition of a medical emergency is extremely limited and most cases will not be covered. I am not the only one with an issue with this company. A check of the Better Business Bureau shows over 500 complaints over the last three years.If nothing else, I want my premium of $21.00 dollars refunded. This company should also be forced to clearly indicate on their home page the extremely restrictive nature of their coverage.

Desired Settlement: Refund of premium paid ($21.00.) Also, this company should state in clear terms on their Web site reimbursement for medical issues is very restrictive. Specifically, a medical situation must be a matter of life or death in some cases. This would clearly convey to potential customers the restrictive nature of their product.

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention. 
 
Like any other type of insurance, our products have terms, conditions, and limitations that impact coverage.  Our products are not “all risk” in nature, and not every unforeseen situation is one which triggers coverage.
 
So that consumers are clear in that regard, we indicate the following in our contracts:
 
            Travel insurance doesn’t cover everything. It’s designed to protect you when there’s
a sudden, unexpected problem or event.
Please see Section 3, What this certificate excludes, for more information.
 
Unfortunately, the consumer’s insuring agreement contained an exclusion for any claim arising directly or indirectly out of a mental or nervous health condition. 
 
In order to ensure that we are not being arbitrary and capricious in deciding what may or may not be considered a mental or nervous health disorder, and as the illnesses listed are not limited to the ones mentioned, we refer to the Diagnostic and Statistical Manual of Mental Disorders (DSM).
 
The DSM is published by the ******** *********** *********** and provides diagnostic criteria for mental disorders. It is used in the United States and in varying degrees around the world, by clinicians, researchers, psychiatric drug regulation agencies, insurance companies, pharmaceutical companies and policy makers.
 
Also, the person to whom the consumer provided care becoming upset over his departure, was not included among the reasons which would have triggered his trip cancellation coverage.

As outlined in *** *********** contract, we are unable to refund any premium once a claim has been filed against a policy.
 
Please feel free to contact me should you have any additional questions.
 
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 advertisement provided by this company on the airlines’ website indicates you should buy insurance to protect yourself against medical emergencies.  Nowhere on this site does the company indicate the coverage of medical issues is extremely limited.  This company should be forced to state on their website (upfront) many medical issues  a normal person would consider a medical emergency are not covered under their policy.  Obviously this company does not do this because if they did most people would not buy their insurance. 

As I stated before, this company engages in deceptive advertising policy. 

Regards,

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


 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/30/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called this Company on TuesdAY May 21ST, to cancel My trip to Richmond, Va due to a death of one of my Realitives. I'm thiking that Since I bought travel Insurance for my plane ticket. everything would be ok. wrong? I was told that in order for me to get all my Money back I had to supply a obituiary or death certificate. Ok for starters that is none of this company business. If I can't go on this trip. Then I cant go. I bought the insurance and I had to cancel the trip. Providing this company with Info that Is none of your business and i am grieving. Is unacceptable to me. Cancel My trip And Move on.

Desired Settlement: i want a refund of the total. amount of $373.59. I will make sure to never use your services ever again. my ******* iternary number is **********. I do not want any phone calls about this just e-mail. If I cannot have a refund and You still request the info stated as far as a certificate of death, etc. I will contact a lawyer and maybe I can get my money back that way.

Business Response: Dear Ms. ****:

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

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

Sincerely,

***** ** ****************, Manager, Regulatory Claims, 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,

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


 

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

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

 

 

    So that we are clear. My full Name is ****** ***************

  I go By Miss ****** or MIss ***.

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

5/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: I would like a refund of $108 from Allianz Global Assistance.

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention. 
 
I am sorry for *** ****** experience. 
 
I can assure her that, contrary to the rental agency’s statements to her, the coverage she purchased from us was valid and would have responded had she damaged her rental vehicle.
Employees of rental agencies are incented to sell their own insurance product and on occasion will advise consumers that our product is not valid.
 
We will gladly refund *** ****** premium.  She only needs to contact our Sales Support Department and provide them with a copy of the rental agreement which shows that she purchased the insurance through the agency.
 
Please feel free to contact me should you have any additional questions
 
Sincerely,
 
***** ** ***************** ******** ********** ******* *** ************************************** **** ***** ****** **** ********* ******** ***** *************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had booked a trip for my daughters bday back in March in Austin,TX...I currently live in Oakland,CA. I purchased the Allianz Insurance with it in case. I made a claim in March with them... after I was laid off from my job of 1.5 years & I told Alianz this & followed all procedures & filled out all the claims documents, etc. When I called to check the status of this, 2 months later and not hearing anything, they said I cant be refunded because I havent been at that job for more than 3 years. So I literally spent $189 on ABSOLUTELY nothing (including their insurance WHICH states if laid off=qualifies for refund). I was NOT able to take my trip, bought the insurance... for what? & cant get my money back? I have already contacted my bank which is just as much another headache to deal with trying to get MY MONEY back! PLEASE HELP ME!! THIS IS RIDICULOUS. I have sent in all my documents to them & dont even have records of some because I am in the process of moving & things are being stored away.

Desired Settlement: the amount I paid was &189 total I want 100% refund

Business Response: Dear Ms. ****:
 
Thank you for forwarding this matter to my attention. 
 
Our products provide trip cancellation benefits to insureds when they encounter sudden and unforeseen situations.  However, like all other types of insurance, our products have terms, conditions, and limitations that impact coverage.  In that regard they are not “all risk” in nature.
 
So that consumers are clear in that regard, we include the following in our insuring agreements:
 
            “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.”
 
Ms. ** *****’s plan did provide coverage relating to layoffs from employment as follows:
 
            “You or a traveling companion are 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.
· You worked for this employer for at least three continuous years.”
 
Unfortunately, the consumer advised us that she had only been with her employer for 1.5 years.  Accordingly, we were unable to provide coverage for her trip cancellation claim.
 
I am sorry we will be unable to reverse our decision in this particular situation.
 
Please feel free to contact me should you have any additional questions.
 
Sincerely,
 
***** ** *****************
Manager, Regulatory Claims, 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,

**** ** *****


 

 I paid for this hotel & never stayed there. It is ridiculous that I couldnt be reimbursed because I gave adequate amount of time to cancel & for them to re-book the room. I am out $189 for absolutely nothing, on top of paying for insurance in case something happened. These terms were not available to me when I was booking the hotel because everything is hidden until purchase, so this statement makes no sense. Please I just want my money back, rightfully so.

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

5/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i purchased travel insurance thru ******* for a hotel stay. my son was to travel with me and due to him not feeling well due to his diabetes i had to canceled trip . i furnished all doctors documentation needed and this insurance company is denying to reimburse me for my reservation. at no time was i advised of any such restrictions they do not re-route you to any Terms and Conditions they just flat out keep your money. this travel insurance company is a scam.my son is now legally blind due to his illness and out of 402.59. what is this world coming too. please help us recover our money.

Desired Settlement: 402.59

Business Response: Dear Ms. ****:
 
Thank you for forwarding this matter to my attention. 
 
Our products provide trip cancellation benefits to insureds when they or family members become ill and/or are unable to travel as planned.  However, there are certain situations where we are not able to cover the claims filed by our customers.
 
In particular, the consumer’s program excluded coverage for any claim directly or indirectly related to any condition which his son would have had symptoms of, or treatment for, in the 120 days prior to and including the date the insurance was purchased.  By contract definition those are existing medical conditions.
 
In this case, his son’s doctor had indicated that symptoms of the condition(s) which led to the change in the travel plans began on December 8, 2011.  This insurance was purchased on June 9, 2012.  As the consumer’s son had symptoms and treatment for the same condition(s) within the 120 day period prior to the insurance purchase, our denial of coverage was proper. 
 
I am sorry we will be unable to reverse our decision in this particular situation.
 
Please feel free to contact me should you have any additional questions.
 
Sincerely,
 
***** ** *****************
Manager, Regulatory Claims, 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,

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


i was never told in written or verbally on any Pre-Exiting Terms on this Purchase if you look on my Proof of Purchase you will see that i would receive a seperate confirmation e-mail with insurance details in four to six hours after purchase .which i never received . when purchasing insurance they dont show you Terms and Conditions . once you purchase you have no options to get any reimbursement on this no terms Travel Insurance.

 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

5/28/2013 Guarantee/Warranty Issues | Complaint Details Unavailable
5/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: I should be given the full $300 benefit as described in the policy. Our expense to cover 3 days worth of essentials exceeded that amount. Also, the underwriters should change the written policy or declaration if delayed baggage coverage is intended to be separate from other baggage issues.

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention. 
 
Like any other type of insurance, our products have terms, conditions, and limitations that impact coverage.
 
The consumer is correct that there is a general heading, which we indicate in the contract is for “convenience only” indicating:
 
Your baggage is lost, damaged, stolen or delayed
Delayed baggage                                  Your baggage is delayed by a common carrier
Lost, damaged or stolen baggage        Your baggage is lost, damaged or stolen
 
Please note that there are two distinct benefits contained under the overall caption of “baggage”; coverage for delayed baggage and coverage for lost, damaged or stolen baggage.
 
Unfortunately, Mr. Ebener did not have a delayed baggage benefit on his insuring agreement.
 
However, we have chosen to make a one-time consideration payment in this matter to the policy limit of $300.00.  The consumer should receive that check in the next 3-5 business days.
 
Please feel free to contact me should you have any additional questions.
 
Sincerely,
 
***** ** ***************** ******** ********** ******* *** ************************************** **** ***** ****** **** ********* ******** ***** *************************

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/28/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Short version, Purchase tickets for "MINDLESS BEHAVIOR" concert on line thru the ****** Theatre ticket master website, not knowing thier are serveral parties like "allianz global" putting insurance on tickets sold on-line that are partners with "ticket gallery" who I was unaware of as a second party when purchaing my tickets on line. Tickets that are on pre-sale before hitting the public. They are charging me $50-$65 original ticket price and raised it to $168.00 per ticket and added $16.80 of insurance per ticket of 2. Who in their right mine would place insurance on concert ticket "not me"! I want my money back and they autorizied the transaction on their own. I never agreed to that! If anything I would of pick up my tickets at the gate. I am 100%, I have faith in the United States postal service, now one knows what's inside the evelope until it's opened, unless it is written outside "concert tickets", then I can see it would come up missing or undelivered because someone knew what was inside. I have also made my complaint "** *** LLC"-Ticket Gallery your parnter. I will not be out 337.56 for a teen concert! Shame on you! What a SCAM!

Desired Settlement: Credit back my credit card of $33.60 as little as it may be to you its a lot for me !

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention. 
 
The insurance which *** **** purchased was not an “opt out” program where the insurance is added automatically to the ticket cost.  A consumer has to actively choose “yes” for the insurance purchase to consummate.  Checking “no”, or leaving both boxes unchecked, will not result in an insurance purchase.
 
As we provide premium refunds within 10 days of purchase, and this insurance was purchased on May 17th, we are refunding *** ****** premium per her request.
 
Please feel free to contact me should you have any additional questions
 
Sincerely,
 
***** ** ***************** ******** ********** ******* *** ************************************** **** ***** ****** **** ********* ******** ***** *************************

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was charged for ************ Tickets for the ******** *********** Hockey playoff tickets. We were required to purchase the tickets BEFORE the *********** made the playoffs which, in the end, they did not. Therefore, I contacted Allianz for the purpose of recooping my $14. ************ credited my credit card with the dollar amount for the tickets and I think that Allianz should also as the tickets were never printed. When I contacted them they said no because it wasn't within a 10 day period of purchase. This seems unscrupulous to charge someone for a service that was never provided. I may never recoop my money but hopefully others will not be taken by this company.

Desired Settlement: I just want my $14 refunded as they provided no service (no insurance) because there was never any tickets printed/provided.

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention. 
 
Our insurance programs provide specifically that a consumer’s premium can be refunded within 10 days of the original purchase and as long as they have not filed a claim, or the date of the event has not passed.
 
The consumer contacted us for a premium refund on May 13th.  The insurance had been purchased on April 20th.  As the request was not made within 10 days, we were unable to accommodate his request.
 
However, we are willing to make a one-time consideration in this matter if the consumer can provide our Sales Support Department with evidence he received a full refund from ************.
 
Please feel free to contact me should you have any additional questions.
 
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: complaints@richmond.bbb.org.

Regards,

**** ******


 

 

Yes, it appears that they have refunded my $**.  Thank you for your assistance in this matter.

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Benefit Claim No. ************ In 2011 I experienced a case that had to be covered by the insurance policy I had as a ******** **** card holder (Emergence Evacuation - No.I in the leaflet I reveived together with my **** card). I did not remember that I have this coverage until I discovered this accasionally in the beginning of December, 2012.12/03/2012 I called in Enhancement Services especially to clarify may I claim the benefit now (more than 1 year after the accident, but less than 2 years they provide as a maximum time for a claim) explaining why I did not do it early (the reason is simplest only now I recollect that I have this possibility). After two long (together near 1 hour) telephone conversation, instead of simply saying me that claim after 180 days cannot be honoured, the manager open the case and send me the descriptions of documents I need to provide to support the claim. She also was informed by me that the transportation was not and could not be pre-approved by ******* *******. As result I spent about 15 hours and $50 to prepare the claim just to be informed after 2 months that my claim is illegible. 2) Even more important that the condition of the policy that transportation have to be pre-approved by ******* ******* (it was among 2 reason they decline my claim) makes this entire program meaningless and, in fact, a sort of fake. I experienced a heart attack in this condition the person must be transferred in a hospital immediately. There is no even a minute to call in a big company to get permission for transportation. A patient with acute pain in chest almost losing his conscience must call to Beneficiary Manager to get his authorisation. It is against common sense. Nobody in this condition cannot look for this kind of authorisation. Thus, nobody can pretend for benefits under this program. Thus, the program itself is a kind of misinformation rather than real enhancement services.

Desired Settlement: I want the benefits that leaflet promisses will pay to me.

Business Response: Dear Mr. ****

On May 3, 2013, rec evied a copy of the complaint filed by Mr. *********** regarding an Emergency Evacuation and Transportation loss that occurred on August 12th, 2011. 

The **** Guide to benefits for Emergency Evacuation and Transportation (attached), in part, states under Emergency Evacuation
When you charge a trip via a Common Carrier, the duration of which is not less than five (5) days and does not exceed sixty (60) days and is in excess of one hundred (100) miles* from your place of Residence--with your eligible ****, you will be eligible to receive reimbursement for covered expenses not paid or payable by your medical insurance or other reimbursement if any injury or illness commencing during your trip results in a necessary emergency evacuation, subject to the maximum benefit limit. The evacuation must be pre-approved by the Benefit Administrator in a consultation with a legally licensed Physician who certifies that the severity of the in jury or sickness warrants emergency evacuation. The Benefit Administrator must also make the actual medical transportation arrangements. Please note: this benefit is supplemental and excess of any valid and collectible insurance or other reimbursement.

How do I file a claim?
Complete the claim form you receive from your call to the Benefit Administrator. Mail the following items within one hundred and eight (180) days from the date of occurrence to: ******************

As outlined above the evacuation must be pre-approved by the administrator. Mr. ************ did not obtain prior approval for the medical transportation: if pre-approval is not obtained due to medical reasons this requirement would be waived.

In addition, as outlined, the claim must be reported within 180 days from the date of the incidient. Mr. *********** reported this loss on December 12, 2012, 480 days after the incident. Mr. *********** refers to a two year limit in which to file a claim. This two year limit is a limit for filing legal action and not for filing of the claim. As a result, Mr. *********** claim is ineligible for the Emergency Evacuation and Transportation benefit. 

Thank you for your consideration in this matter. If you should require any additional information, please do not hesitate to contact me directly at the number or e-mail provided above.

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 did not make any offer. They did accept that their rejection of my claim basing on pre-aproval was baseless, since in accordance with their leter "if pre-aproval is not obtained  due to medical reasons this requirement woukd be waived" (acute heart attack is clearly such case), but did not write a single word about the reason of my complain to BBB, that is that upon preliminary assessment of my case they forced me to file a claim spending a lot of money and time although they knew already that they are not going to honor my claim. This is what I call "bad business"

Regards,

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


 

 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

5/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased travel insurance and was told that if me or a travel companion lost our jobs we would be covered. My friend who I am traveling to see lost her job and has to move before my trip takes place on 5/31/13 so I tried to get some of my money back for the trip since the person I going to see lost their job and will no longer be there when I travel to see her.The customer service rep that I spoke to on 5/16/13 named Jo at 6:54pm, said it only applies if the person I travel to see lives out of the country, I spoke to a supervisor name Mario and said that wasn't true, it only applies if I lost my job or if a travel companion loses their job, not the person I'm going to see.Not only is Allianz is unethical by not reimbursing my ticket cost but I think they are practicing fraudulent services because 1 rep tells me 1 thing, the paperwork says something different and the supervisor refused to have me speak to a manager.Also, they are based in Germany and won't honor their services to someone that has been laid off in the USA, only out of the country

Desired Settlement: I would like to be refunded for my trip since I contacted them 10 days prior to my departure and I now have no where to fly to since my friend has to leave her residence before the end of the month.My travel dates are from 5/31/2013 - 6/2/2013I appreciate any assistance from this organization.Thank you,****** ******

Business Response: Dear *** ******:
 
Thank you for forwarding this matter to my attention. 
 
I do apologize for the consumer’s frustration regarding our rejection of coverage in this matter.
 
As with any type of insurance, our programs have terms, conditions, and exclusions that impact coverage.  Not every unforeseen situation is covered, and our programs are not “all risk” in nature.  *** ****** is correct in that her insurance only would have provided trip cancellation benefits as follows:
 
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.
 
Termination or layoff
You or a traveling companion are terminated or laid off from a company
after your plan’s effective date.
 
As her friend did not live outside the United States, coverage under this benefit was not triggered.  Further, only if she had been laid off would coverage have been applicable.
 
*** Service Company, the administrator of “Allianz Global Assistance” – branded travel insurance programs is not based in Germany.  Our US office is based here in Richmond, Virginia. 
 
Please feel free to contact me with any further questions you may have.
 
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 because they should tell purchasers of their insurance that the benefit doesn't apply unless the person you're visiting lives outside the United States-by just saying you refund in case of the parties being laid-off from their jobs is tittering on the truth; it is a 1/2 truth and I should have the cost of the insurance credited back to me on the basis of fraud.

Also, this IS a German based company!

Regards,

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


 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: According to the **** Enhancement Services I have rental car insurance through my ******* *** **** card. ******* *** has verified this.I rented a rental car, I hit a coyote, I filed a claim within hours (I am an insurance agent by the way) and now all I am getting is the run around. My claim has been denied on account that I did not file in time. I call and I have been told "We will return your call within 24-48 hours" and it took 3 weeks.Now I am being told "We are going to reevaluate your claim and see if we will pay it." I am being told this will take 7-10 business days and I am fed up.This is absolutely ridiculous, this is nothing short of FRAUD. If **** does not want to cover rental car protection, then this needs to be removed as a service that is offered.

Desired Settlement: I want my claim paid to ****** **** * ****

Business Response: Dear Mr. ****

On May 6, 2013, we received a copy of the complaint filed by Ms. ***** regarding damage to a rental vehicle while in her possession this claim was filed under the Auto Rental Collision Damage waiver Coverage that is provided as a free benefit when using your **** credit card to initiate and pay for your entire rental.

The claim in question was paid and processed on May 1, 2013, prior to receiving the complaint (check copy attached). The claim was never denied. Once all of the requested documentation was received from the cardholder, a settlement release was issued to the ****** ***** ****** on March 26, 2013. Unfortunately there was a delay in receiving the release back from ******. Three releases were provided to ****** on 3/26/2013, 4/9/2013, and 4/23/2013. We apologize for any inconvenience this may have caused.

Thank you for your consideration in this matter. If you should require any additional information, please do not hesitate to contact me directly at the number or e-mail provided above.

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

BBB's Final Determination: Business resolved the complaint issues, but not within BBB's timeframe

5/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an insurance policy with Allianz for a trip. Due to health reasons, I had to cancel the trip. I provided them detailed documentation and my physician filled out the form stating that the first test didn't show any major problems and I was fit to travel when I purchased the insurance; however, several days later an additional test determined that my condition needed immediate attention. He then advised me to cancel my trip.My physician stated this in the form and Allianz still rejected my claim. Allianz said they do not care about what the doctor advised me. They just consider this as a pre-existing condition when I purchased the insurance policy.The pre existing condition they are talking about was not considered serious enough to stop me from travel, it was not until additional tests were done that the severity of the problem was discovered. Also, I did not have any symptoms and was not taking medications for the condition. Lastly, I believe my physician's advise of whether or not I could travel is the best advise to determine my decision to travel. I am surprised to hear they do not care about my physician's opinion.These are all documented and verified by my physicians, but Allianz still declined my claim.

Desired Settlement: I am requesting Allianz to review the documents I sent them carefully.It clearly states that my claim is valid.I want to be refunded the fees that the airline had charged me for the cancellation. Also, I did not receive any notification that they had rejected it. I also did not receive any notification that they were even processing it. I was expecting from a big Company like Allianz to be more professional in handling claims.

Business Response:

Dear Ms. *******:

Thank you for forwarding this matter to my attention. 

Our products provide trip cancellation benefits to insureds when they or family members become ill and/or are unable to travel as planned.  However, there are certain situations where we are not able to cover the claims filed by our customers.

In particular, Ms. *******’s program excluded coverage for any claim directly or indirectly related to any condition which she mother would have had symptoms of, or treatment for, in the 120 days prior to and including the date the insurance was purchased. 

In this case, and as Ms. ******* indicates in her complaint, her condition was considered to be an existing medical condition by contract definition.  While her doctor may have cleared her to travel, she had been symptomatic and treating for the condition that led to the change in her travel plans in the 120-day exclusionary period. 

My review does show that the decision made on her claim was proper.  I regret we will be unable to reverse our decision in this particular situation.

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

Sincerely,

***** ** *****************
Manager, Regulatory Claims, 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.

Allinz is stil inisting that they won't refund the fee because my condition was pre-existing even though I have all

the documentations from my doctor explaining how he cleared me for travel and later retracted that decision.

This Company has very poor judgement  and  I will never use any of their services in the future.

I will tell all my friends and family about my experience with them and for them not to use their service so they may not

experience the aggrevation I had to go through. There are so many other better insurance Companies out there.

In fact, I also had an international trip I had to cancel for the same medical condition and I did not have any problem

getting a refund from the insurance Company.

Regards,

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


 

 

BBB's Final Determination: Business resolved the complaint issues, but not within BBB's timeframe

5/13/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased flight insurance from Allianz ans they made it seem that even bad weather or any emergency is covered - That is why I bought the insurance. Hurricane ***** hit NY 3 days before my trip. As a result of the hurricane my home had no power, no heat, no HW, no food. My car had hardly any gas. I could not leave my home and my kids under these conditions. When I first contacted Allianz to file a claim I was told that I would be covered and I would be refunded the money for my plane ticket. They have since denied my claim and does not want to pay me for my losses.

Desired Settlement: I would like to be paid the $359.60 that I paid for the plane ticket.

Business Response:

Dear Ms. ****: 

 

Thank you for forwarding this matter to my attention.   

 

While we have designed our products to cover a number of unforeseen situations our customers might encounter, our programs are not “all risk” in nature.  Mr. *****’s policy did provide cancellation coverage in situations where his home would have been made uninhabitable due to a natural disaster. 

 

In this matter, Mr. ***** wrote us and advised that he stayed in his home following the hurricane.  This indicates that his home had not been made uninhabitable due to the storm and we were unfortunately unable to make payment on his claim. 

 

I am sorry that his insurance program was unable to provide coverage in this particular situation. 

 

Please feel free to contact me with any further questions you may have. 

 

Sincerely, 

 

 

***** ** *****************
Manager, Regulatory Claims, USA 


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

BBB's Final Determination: Business resolved the complaint issues, but not within BBB's timeframe

5/10/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased travel insurance for a cruise sailing December 1st, 2012 through ****** ****** ***** My father-in-law passed away on November 27, 2012, which is a covered reason for a full refund. All required documents were faxed to Allianz on December 5, 2012, this included Claim application, original invoice with zero balance and the death certificate. After 83 days of waiting for a check, the claim is still processing. They have blamed the delay on my documents, ****** ****** **** and their own IT Department. I have called three to four times a month to stay on top of a resolution, but I receive the standard answer of you should get the check my next week. Unfortunately, it is my opinion that there are some processing problems or slow down paying out valid claims. I have contacted ****** ****** **** and they are investigating the issue from their side to assist me in recuperating my original payment.

Desired Settlement: Full payment due to me for the purchase amount of the trip plus interest for any time after the first 30 days after the claim was submitted.

Business Response:

Dear Ms. ****:

We certainly apologize for the consumer's frustration while we were processing his claim.  We rely on our partner, ******, to provide us with data regarding consumers who have purchased their insurance program which we adminster.  There were technical issues involved, but we were able to resolve those and issued payment to the consumer on February 26th.

I trust our tender of payment has resolved this matter satisfactorily.

Regards,

***** ** *****************, Manager, Regulatory Claims, USA

BBB's Final Determination: Business resolved the complaint issues, but not within BBB's timeframe

5/10/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: on 2/12/2013 i purchased travel insurance through allianz. on 3/16/13 i alerted allianz that i was forced to change my flights and asked for them to cover the change fee and the fee for the new flight. CLAIMS #**********; bill id:**************. on april 19, allianz informed me that they would not honor the insurance claim as they felt that the reason i had to change flights was due to pre-existing conditons. this is NOT true. i flew to********* to be w/my son who was having an aortic valve replacement at the cleveland clinic. upon discharge, he had arrhythmias and two syncopal episodes and stopped breathing. fortunately i am an er nurse and was in the car w/him and so i did rescue breathing. he began breathing again on his own and was taken by ambulance to the clinic's er and admitted to the hospital for several more days until the arrhythmias subsided. so i had to change my flight to go to san diego, calif. to be w/him for his recuperation. NOT PRE-EXISTING CONDITION.

Desired Settlement: i had to make a change in my flight from *** ***** to my home ******** ** and i was charged $150 change fee by the airlines. then as i was an er nurse i had to get a ticket on the same flight that he was on to go home w/him to *** ***** - it was on southwest and it cost me $535.80. i wish to get a check from allianz for what i pd. due to unforeseen circumstances and for which i had bought insurance in the first place. i want a check for $685.80.

Business Response:

Dear Ms. ****:

 

Thank you for forwarding this matter to my attention.   

 

Our products provide trip cancellation benefits to insureds when they or family members become ill and/or are unable to travel as planned.  However, there are certain situations where we are not able to cover the claims filed by our customers.  

 

In particular, the consumer’s program excluded coverage for any claim directly or indirectly related to any condition which her son would have had symptoms of, or treatment for, in the 120 days prior to and including the date the insurance was purchased.  By contract definition those are existing medical conditions. 

 

In this case, it appeared based on the Physician Statement Form that the patient’s underlying heart condition(s) led to the issue which changed the consumer’s travel plans. 

 

I am having payment issued for the $470.09 in coverage which Ms. ****** paid premium for as I understand how the doctor could have misinterpreted the form which was filled out.  Ms. ****** should receive that payment in the next 5-7 business days.   

 

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

 

Sincerely, 

 

***** ** *****************
Manager, Regulatory Claims, USA 


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

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My husband and I paid for travel insurance for our trip to ****** that was to occur on Nov 12,2012 leaving from ***** ******* **** . I was unable to leave on the trip as my mother was Diagnosed with Progressive Supranuclear Palsy previous to our leaving - I was informed that the claim was denied because my mother was symptomatic previous to the purchase of the insurance - but the diagnosis was not made until later and with this it meant that I had to stay here to assist my father in her care - This disease is such that her brain is dying - she is falling up to 2 times a day and I need to be available to assist as my father has had 5 heart attacks and cannot / should not lift her. I was told when I first contacted them that it did not look like there would be any problems with this coverage only to learn 4 months after the claim was file that it was denied. I do not feel that they have honored their policy or my claim. I am hoping you can assist me in this matter.

Desired Settlement: I would like the claim paid that I filed in the amount of $1386.40. I have supplied all paper work that is needed for this claim as have my mothers doctors.

Business Response:

Dear *** *******:

 

Thank you for forwarding this matter to my attention

 

Our products provide trip cancellation benefits to insureds when they or a family member becomes ill and they are unable to travel as planned.  However, there are certain situations where we are not able to cover the claims filed by our customers.  As with any type of insurance, our programs have terms, conditions, and exclusions that impact coverage.  They are not “all risk” in nature and not every unforeseen situation is one that triggers trip cancellation coverage.

 

In particular, *** *****s program excluded coverage for any claim directly or indirectly related to what we defined in her insuring agreement as an “existing medical condition”.  Those conditions are any condition(s) her mother would have had treatment for, or symptoms of, the 120 days prior to and including the day the insurance was purchased; August 29, 2012. 

 

In this matter, her mother’s doctor verified that she had been exhibiting symptoms and receiving treatment in the exclusionary period.  We understand that there may not have been an ultimate diagnosis until after the insurance was purchased, but the exclusion does not require that there be one.

 

Accordingly, we were unable to provide her with coverage when she had to cancel her trip related to that illness.   

 

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

 

Sincerely,

 

***** ** *****************
Manager, Regulatory Claims, USA


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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

5/9/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I was scammed by Allianz, the used car salesmen of Insurance. I recently saved up and booked a flight to the eastern asia with US Airways. I purchased the Allianz Travel insurance that they recommended in case I lost the money I'd worked for. In the insurance coverage contract, it informed me that they would cover everything from job loss to terrorism. Great.3 days before my flight, there were missiles fired at the city I was flying into. I checked the Allianz policy before cancelling and talked to customer service. They stated that as long as there were no attacks in my destination before I booked the flight, I was covered. So, it came as a complete shock to me when they denied my claim based on the fact that there were attacks in that "destination" prior to me booking that flight. I checked the definition of destination based on their policy and it defines it as "a place more than 100 miles from your primary residence where you spend more than 24 hours of your trip." So really it doesn't matter where I'm flying as long as there are attacks SOMEWHERE in the world SOMETIME before I book my flight.. There could be missiles fired at mars a month before I book my flight and they'd reject my policy?? I responded requesting proof of these attacks and they fell silent. I've tried three times now with nothing.This is awful. I saved up a long time for this flight and purchased insurance so I wouldn't get screwed. So not only am I totally out of the money I paid for the flight, it'll take me two days to work make back ONLY the money I paid to allianz for jerking me around like this!!! I've been scammed by a huge multinational corporation that is clearly in the public eye. How can it be possible for them to get away with this?

Desired Settlement: Refund the cost of the flight.



Claim Number **********

Business Response:

Dear Ms. ******:

Would the consumer be able to provide me a claim number so I may review this matter further?

Regards,

***** ** *****************, Manager, Regulatory Claims Compliance

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 Number 

**********

Regards,

** ****


 

 

Business Response:

Dear Ms. ******:

Thank you for forwarding this matter to my attention. 

Our insurance products are like any other type of insurance.  They have terms, conditions, and exclusions that impact coverage. 

In this claim, the consumer did not cancel his planned departure on November 18, 2012, due to terrorism.  He indicated in an email to us that “Prior to late Nov 2012, there was no indication of "terrorist" activity in Tel Aviv.”

According to his claim file, he