Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/10/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have purchased our Travel Insurance for $587.52 (from Allianz Travel Insurance - Policy #: ***************) on August 23, 2024 for our Trip to Europe this coming December 2024. However, we received an email from ********* ***** that our scheduled Tour has been cancelled (please refer to the attached email from ********* ***** for details of the cancellation). Since our Tour has been cancelled, I are requesting a refund from Allianz. I contacted them and spoke to one of the agents and I was told that they are going to refund the full amount. But he hung up and never called me back again. I tried calling numerous times and managed to speak to another agent. This time the agent told me that they are only going to refund $105. This is very disappointing since we did not use the insurance at all. And it was not our fault that ********* cancelled the Tour recently. I would like to be reimbursed the full amount. Thank you.

  Business Response

  Date: 07/10/2024

  Good day,

  Thank you for profiling your concerns.  Please be advised that a representative from the Sales Department at Allianz will contact you within the next 24 hours.  We apologize for any confusion or frustrations caused.

  Thank you.

  Kind regards,

  Allianz Global Assistance

  Customer Relations

  Customer Answer

  Date: 10/10/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:29/04/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Allianz Global Assistance has not paid the claim. Had a year to do so according to the contract. Also indicated they will pay out anything over $200. That year has passed. My account online with this company regarding the claim ,indicates as of Apr. 2023 the claim is still under review. All the required docs. have been uploaded to this account. I can see them. And at the time of the claim the redundancy in providing them info about the medical situation was RIDICULOUS. At least 3 times we provided the same info. We were astonished. Have tried to contact someone on the phone and have been sent in circles. Also in my account with these guys there is no way to contact them about the claim. It feels like we have just been forgotten by this company. Case # ******* Cert./Policy # ** ********* Hope you can help. Thx. ***

  Business Response

  Date: 02/05/2024

  Good afternoon,

  Thank you for profiling your concerns. I have requested that Joel from our Customer Resolution team contact you so that we can ensure your claim is reviewed and finalized.

  Kind regards,

  Amanda

• Initial Complaint

  Date:21/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pair of tickets to an *** hockey game for my husband in early November 2023. Both my husband and I are serving CAF military members and can be called to duty at any time, so I felt it prudent to purchase event ticket protector insurance coverage. Turns out my husband was informed shortly after I purchased the tickets that he would be required for duty, during the dates of the hockey game, so I filed a claim 29 Nov 2023 for full reimbursement as per the certificate of insurance coverage. All required proof and documentation were provided during the 29 Nov 2023 claim submission, and on 17 Dec 2023 the Allianz portal was updated to state that my claim had been reviewed and I would be contacted. Multiple telephone calls talking to reps informed me that the were experiencing higher than normal vclaim volumes and to expect 8 - 10 weeks before claim processing / payment. Multiple emails went unanswered and I recently called after 12 weeks of waiting and was toldI was unable to speak with a manager and my claim would be "elevated", but no timetable for payment was given. I was told they would contact me if they needed anything further, but my response was that they had acknowledged and reviewed my claim 17 Dec 2023, which would have been the time to inform me if any additional info was need. Alas it has been 13 weeks since I submitted my simple claim for refund of my tickets, and have zero indication of when or if my claim will be paid. I should state that my certificate of insurance specifically states military duty as being covered by the policy. Very disappointed and frustrated in dealing with Allianz, and it is extremely unfortunate that I have had to resort to writing to the BBB to try and get some resolution. CAse number *******.

  Business Response

  Date: 01/03/2024

  Good morning,

  Thank you for raising your concerns, we apologize for any frustration the delay in processing your claim has caused.

  Your claim has been finalized and paid out on February 23rd. You should receive payment via ****** **** within the next 7-10 days. 

  Kind regards,

  Amanda

   

• Initial Complaint

  Date:14/02/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My spouse and I travelled to PEI in September 2022 on a vacation. During that time period, hurricane Fiona hit the east coast. We submitted a travel claim for 'unused' accommodations while in PEI during hurricane FIONA. ******** ****** **** my original letter to Allianz and then *** Appeal which provides full details of the claim and my concerns regarding Allianz's denial of our claim and refusal to provide definitions to support their denial. We would ask for your review of this matter. Initially, we did our research to support definitions of 'USED' and 'Uninhabitable' to support our claim. After each denial from Allianz, Allianz Appeal and *** Appeal, we requested and have been denied wordings of their definitions they relied on to support their denial. They have not provided where those definitions can be located in their policy or procedures to reach a conclusion of denial. Our request for their definitions is a reasonable and a legally appropriate request for us, as a claimant, to better understand their position and equip us with the necessary information to proceed with next steps. We view this as an unfair claims practice leaving us, as a claimant, at a disadvantage to pursue or discount our position. We would appreciate your review. We look forward to your comments.

  Business Response

  Date: 01/03/2024

  Good morning, 

  Your claim and appeals have been reviewed and we have maintained denial of your claims.

  As per the letter dated, May 16th, 2023:

  We have reviewed our findings with our management team and you may consider this decision as final on behalf of *** Insurance. Our complaint management guidelines are designed to assure that all client concerns receive a fair and uniform review process. You also have an option to appeal your complaint to the *** Client Complaints Appeal Office (CCAO), which is the most senior designated office appointed to address appealed complaints within ***.

  You may write directly to the *** Complaints Appeal Office at ****@***.com indicating why you feel your concerns have not been addressed in a satisfactory manner and include a copy of our response. Additional details regarding the escalation process can be found online at http://************************* 

  Kind regards,

  Amanda

• Initial Complaint

  Date:20/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought tickets for a show through ************ and I bought insurance on the tickets because the value of the tickets was well over $1000. I relied on the insurance when I had challenges retrieving the electronic tickets. I followed the insurance policy and would have still had to absorb a bit of a loss. The insurance company pretended to collect information towards the claim but then refused to pay, refused to offer a reason that showed policy or legal reasons for their decision. It seems as though I was ****** *** by the ticket seller and the insurance company served as the fake service intended to make the ticket sales look legitimate but it was not.

  Business Response

  Date: 23/01/2024

  Good day, thank you for profiling your concerns. As per the terms and conditions of your policy: the event is cancelled by the venue or promoter and the venue or promoter does not reschedule or offer a refund. The event was rescheduled therefore the claim is not eligible. I am sorry that this was not a favorable outcome. Should you have additional information to support the eligibility of your claim can you submit your appeal in writing to [email protected]. Kind regards, ******

• Initial Complaint

  Date:11/01/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim with Allianz Global Assistance through my credit card's (*** ***** ****) purchase protection program. The claim was filed in early September 2023. I provided all the required documentation, which included a quote for repairs. Twice now, Allianz Global Assistance has rejected my claim, saying that "The cost to obtain an estimate is not eligible for reimbursement." I have not submitted a "cost to OBTAIN an estimate"...rather, I have submitted the actual estimate for repairs (as requested). I was very clear with my second correspondence that this was the actual estimate for the repairs -- which is also clearly stated on the quotation provided by the repair facility. It is impossible to speak with anyone at this company to try and clarify what seems to be a purposeful attempt at dragging this on so long (presumably in the hopes I will give up). As I type, I've been on hold for 60 minutes! It has been a full four months of going back and forth with them. What should have been a routine claim has turned into a Allianz Global Assistance nightmare. I will be sharing this feedback with *** ***** **** as well. They should know their service provider makes life so difficult for their customers.

  Business Response

  Date: 16/01/2024

  Good afternoon, we apologize for the frustrating experience you had in having your claim reviewed. Your claim was finalized and payment was issued on January 5th.

  Kind regards,

  Amanda

  Customer Answer

  Date: 19/01/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:23/11/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  I am the authorized representative for the patient. The patient traveled to Nashville, Tennessee on Sunday, April 9, 2023. 10 hours into her vacation, she fell and fractured her right ankle and dislocated her right elbow. The group she was with, tried contacting Allianz and could not get an answer. The patient was taken to ********** ********** Hospital for treatment. I then spent 10 hours on hold with Allianz on Monday, April 10 to try and get the patient home. I was on two different telephones at once and was disconnected numerous times before speaking to a case manager. It was decided that she would need an escort home, however, Allianz said it must be a medical escort. They spent Tuesday & Wednesday trying to get someone, however, when I spoke to them again on Wednesday around 2pm, they could not get one. They told me, that according to the Dr. in Nashville, that she needed to have surgery within 3 days and that would mean on Friday, April 14 and they could not have anyone there until at least Saturday, April 15. They then told me they gave the direct billing information to the hospital and authorized them to do the surgery. After spending three days on the phone with this company, & doing my job as a tax preparer, I had had enough. I told them I would be going down to get her & would be her escort home. They said I couldn’t, as bringing her home would be against medical advice. I flew out of Saskatoon down to Nashville on Wednesday, April 22, landed in Nashville on Thursday, April 23 in the afternoon. The patient & I then made our way back to the hospital, where, after another eight hour wait, we were told that they would not be doing surgery and they didn’t know what the insurance company was talking about…..there is much more to this story, there is not sufficient space to provide all the details. Please feel free to contact me. Fast forward to today, after being told in September & October that they had sent cheques, they have never arrived

  Business Response

  Date: 03/01/2024

  Good afternoon,

  Claims have been finalized and payments were issued on December 20th as discussed during the call with *****. Kind regards, Amanda

  Customer Answer

  Date: 03/01/2024

  I am rejecting this response because:  While payment was issued, the fact that not all monies were received is why this is being rejected. As previously stated in an email of January 2, not all money for hotel and meal expenses were paid, no compensation for time spent dealing with this company and doing their job to bring the patient home. The hospital invoice is still outstanding and is now in collections.   My original claim was over $12000 to Allianz and the check issued was $8000. There was no interest added to the payment.  
  

  Allianz said they gave the hospital the direct billing information, however, it obviously was incorrect as the hospital was not able to direct bill and the invoice is now nine months outstanding and the patient is being sent to collections.

  It is my opinion that this company does not want to be held responsible for providing the services that are paid for.

  Sincerely,   ******** ****** C/o ***** ******

  Business Response

  Date: 04/01/2024

  Good afternoon, 

  Claims for meals and accommodations have been paid to the policy maximum. The payment for the hospital was issued in December 20th, an explanation of benefits was sent to you which is considered proof of payment.

  We would like to offer our sincerest apologies for the frustration we may have caused however, the policy does not compensate time and inconvenience. We have met with the Claims Leadership team to discuss ways that we can improve our handling of claims to avoid future delays such as this one. 

  Kind regards,

  Amanda 

  Customer Answer

  Date: 07/02/2024

  I am sending you a copy of the Allianz travel insurance that was purchased.
  
  We checked with the hospital billing system  last night, because we thought maybe they just hadn’t posted the $32 payment last week, however, it is still outstanding.
  
  Thank you.
  
  ***** ******

  Business Response

  Date: 01/03/2024

  Good morning, your appeal has been received and will be reviewed by our appeals department. Once the review is complete the team will notify you in writing. Kind regards, Amanda

• Initial Complaint

  Date:01/05/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally filed a claim for a stolen item. This was purchased with my ****** ***** ***** card and covered by Alianz Global Assistance. My item is low value (under $1000). First they denied my claim because of a lack of police report. (The police can't provide a report to an active investigation) I emailed them all of the police info, they never responded. I finally was able to receive a redacted report / some information. Then they deny my claim under 802.21 - This expense is not eligible under this benefit We reserve the right to invoke other terms, limitations, and exclusions upon further review of your claim. These people will give you the run around and then deny your claim anyways. What a waste of my time and HUGE lack of customer service. I wouldn't ever purchase any insurance from these guys and now I know my ****** ***** ***** insurance is just an advertising scheme and not real.

  Business Response

  Date: 05/05/2023

  Good morning 

  Unfortunately this is not an eligible claim under this card.

  The claim was denied 04/24/2023 with an explanation of benefits that was sent to the client.

  We are sorry we could not provide a better outcome, however we are bound to adjudicate against the policy. 

   

  Thank you,

  Amanda

  Customer Answer

  Date: 05/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: No explanation of what is covered and not covered was provided, you only sent a letter saying you have the right to invoke other terms, limitations and exclusions upon review. You did not express why, how or what terms you invoked. Once again, another lie just to deny coverage.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 05/05/2023

  Good afternoon, 

  After reviewing again, we have decided to overturn this denial and approve it. 

  Cheque and explanation of benefits will be in the mail 05/06/2023

  Thank you for your patience and sharing your experience.

  Amanda

  Customer Answer

  Date: 05/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:21/04/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 29th 2022 I filed for an insurance claim through my **** with the company Allianz. I paid $420 to have my phone screen replaced. As per my *** **** contract, I should be reimbursed for the repair of the screen after all necessary information was provided. I provided all the information required and communication stopped with them. I have tried emailing and calling with no response. I've tried calling for over two months now and I get put on hold for hours just to be hung up on, or I go through the callback procedure only to never receive a call back. I have no idea what's going on with my claim. As far as I know, I have provided all the information they asked for. I don't know what else to do, as I'm constantly hung up on and ignored - I have no way of getting in contact with anyone from this company to resolve the issue.

  Business Response

  Date: 05/05/2023

  Hi ******,

  Our sincerest apologies for the frustration you have experienced.

  Your case has now been adjudicated, with a cheque and explanation of benefits that will be sent to you tomorrow 05/06/2023.

  Thank you,

  Amanda G

• Initial Complaint

  Date:27/03/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ** **** *** I purchased trip cancellation insurance last year through a travel agency handling the ***** *********** train travel. We elected coverage for cancellation for any reason. After cancellation, we filed a claim, acknowledged by Allianz on August 5, 2022. On September 27, Allianz notified us that our claim was denied because "The line charges on your bill do not match the grand total. Please submit a corrected bill...." This "explanation" did not make sense to us. ** *** **** ******* **** **** ** *** *********** ** *********** **** *** ****** ***** *** *** ************ ************ But the Allianz website does not permit us to access our claims file online. Repeated phone conversations requesting further explanation or at least a copy of our claims file as Allianz received it have resulted in representations the file would be sent. However, nothing more has been sent to us and communications from Allianz have ended.