ComplaintsforAllianz Life Insurance Company of North America

• Initial Complaint

  06/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My father died at 101 years old. He had a cremation policy through Allianz insurance. The cremation company made a claim on the policy, they refused to pay. I made a claim on the policy, i am named as personal representative in will and trust. They refused to pay as I had no court order naming me personal representative. There is no court order because it didn't go through probate, it was a trust, naming me personal representative. I paid it myself, but frustrating the company requires court order when it never went to court, and cost of attorney doesn't make sense. Typical insurance company.

  

  Business response

  06/11/2024

  Good morning,

  Please provide a policy number and the name of the insured to help us locate this policy.  Thank you

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

  Allianz Life Insurance

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

• Initial Complaint

  04/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We switch to Allianz for my *** life insurance policy on 1/28/24. After a little under 60 days, a financial advisor suggested that we drop the *** and change to a much less expensive policy. We had a job change that cut our household income in half. When I first called to cancel on 3/28/24, I was told to submit a letter with account information, desire to cancel, and a signature. I sent the email that day. I called today, 4/24/24, to ensure that the policy was cancelled since I did not hear from the company. They informed me that the policy was not cancelled and told me that I cannot policy at all. This was the first I had heard that the policy I signed up for (the process of which was quite simple) was not able to be cancelled. I feel taken advantage of and need a resolution as we are not able to continue with the policy.

  

  Business response

  04/26/2024

  Re: Complaint ID #: ********
  Complainant: *******************
  Policy Number: 60185338
  
  Dear ******,
  
  We received your letter, dated April 25, 2024, related to the complaint referenced above. Thank you for making us aware of these concerns and giving us the opportunity to respond with more details.
  
  Allianz Life is committed to reaching a judicious and timely resolution for every customer grievance. Our review process relies on a dedicated team of compliance analysts who review each complaint in a detailed, objective manner and in full accordance with federal and state laws. We will respond directly to the complainant by the specified date with the result of our investigation. We consider your file closed.
  
  Please contact the analyst assigned to this case *********************** by email at ********************************************* phone at ************, or fax at ************ if you have any questions or need further assistance in this matter.
  
  

  Customer response

  04/27/2024

   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. I do not yet have resolution, but I will be in contact with the assigned representative.

  
  Thank you!

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

• Initial Complaint

  01/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My wife passed away in January 2023. We filed the paperwork and sent the death certificate to this company. Received the check on December 5th of 2023. Bank would not cash due to names not correct on check. Contacted the company on December 19th, they put a stop payment on the check and it was to be reissued with correct name and that would the no more than 15 days. Have given the benefit of doubt to the company and called back on January 16th, was told it is with the claims department and to call back in 2 days. Called back on the 18th was told the exact same thing its with the claims department. Called again on January 26th told the exact same thing wait 5 more days. The claims department has had this for over a year and nothing has been done. I depend on that check and the company will not give a straight answer.

  

  Business response

  01/30/2024

  We received your letter, dated January 29, ****, related to the complaint referenced above. Thank you for making us aware of these concerns and giving us the opportunity to respond with more details.
  
  Allianz Life is committed to reaching a judicious and timely resolution for every customer grievance. Our review process relies on a dedicated team of compliance analysts who review each complaint in a detailed, objective manner and in full accordance with federal and state laws. We will respond directly to the complainant by the specified date with the result of our investigation. We consider your file closed.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have a variable annuity, account number is ********. MY last contract anniversary date was 6/9/23. At that time my balance was $187,487.10 per statement as of 6/9/23. I decided to take a fixed interest rate option on the portion that was eligible for the next contract year, which would end 6/9/24. The portion, roughly 50% of the value in the account, was eligible for the fixed interest option which I am fairly sure is paying me daily 2.2%. I did take out on 8/4/23 a 10% penalty free withdrawl of $19,323.83. My problem is this, unless there is some odd system glitch, the balance in my account as of today should be approximately $162,280, through interest paid as of 1-21-24. I check and post on a spreadsheet my balance every day, due to problems with Allianz in the past with this type of thing. Today as of 1/22/24 at 7:53 AM CST the balance shows $159,481.08. There is NO WAY this could be possible. I do plan on trying to call the ***** number but the problem is the people that answer those calls cannot solve this type of problem. Please contact me during the hours of 7 am to 6 pm Mon-Fri to get this resolved, and once it is fixed, I do expect an explanation as to how this could happen in the system. In effect you are a bank, and banks do not make these types of mistakes. I feel that I have to watch every day to make sure no screwups. Thank you.

  

  Business response

  01/23/2024

  We received your letter, dated January 22, ****, related to the complaint referenced above. Thank you for making us aware of these concerns and giving us the opportunity to respond with more details.
  
  Allianz Life is committed to reaching a judicious and timely resolution for every customer grievance. Our review process relies on a dedicated team of compliance analysts who review each complaint in a detailed, objective manner and in full accordance with federal and state laws. We will respond directly to the complainant by the specified date with the result of our investigation. We consider your file closed.

  Customer response

  01/23/2024

   Better Business Bureau:
  The message simply says that they acknowledge receiving the complaint but they need to investigate further and respond.   So I accept the process but await a reply to this issue.   Thank you.

   

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an Allianz travel insurance plan on an ****** train trip. I submitted a trip cancellation claim and it was approved. However, I was never asked how I would like to receive my money, which was especially important as I had just moved. Instead, the company defaulted to sending it as a check to an address I no longer resided at --- something they would have known had they checked-in with how I wanted to receive my money, as their procedure typically entails. Fortunately, I discovered this oversight before the check was sent and requested the check be voided so that I could receive a refund to my card. Unfortunately, despite being promised an expedited request to void the check would be submitted, the check was sent out the next morning to an address I no longer live at nor have access to. A medical emergency resulted in my trip cancellation and I need that funding to help cover related expenses. The company has yet to offer a solution that will allow me timely access to the money they have agreed I am ***********.

  

  Business response

  09/08/2023

  The attached BBB Complaint was sent to Allianz Life Insurance Company of North America in error. This BBB complaint should have been directed to for Allianz Travel Insurance Company "AGA Service Company", which is a separate company/business entity/insurance carrier from Allianz Life Insurance Company of North America.
  
  Allianz Life Insurance Company of North America does not issue and/or administrate travel and event insurance, we are an annuity and life insurance carrier.
  
  Allianz Life Insurance Company of North America does not administer or have any oversight of Allianz Global Assistance because the two insurance companies are separate, and do not share insurance lines of business, clients or record systems.
  
  We respectfully request your question(s) be redirected accordingly. You can contact Allianz Global Assistance at the following:
  
  Email: **************************************************
  Phone: ************** (toll-free)
  Mail: Allianz Global Assistance, *******************************************************************
  
  Please update your records to reflect Allianz Life Insurance Company of North America is not the correct insurance carrier and/or recipient of this complaint correspondence for Allianz Travel Insurance Company "AGA Service Company". 

• Initial Complaint

  07/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called Allianz Customer Service, on 7.12.23 because of a Grace Period Notice, and Lapse Notice I received dated 5.22.23 and 7.2.23 regarding policy no ********. (The notices are relative to a policy that normally would require no action, because premiums are paid from the cash value of the policy.) We discussed the notices, and they sent me the original insurance plan prepared 10.9.2013. Finally, on 7.22.23, after several requests, I received unacceptable reinstatement documents from Allianze electronically. I sent a message requesting a phone conversation about the matter, with Allianz upper management, but received another email asking me again to call customer service, ************! This goes back a year to July 2022. The policy apparently lapsed because in 2022 I spoke by telephone 7.13.22 with Allianz Customer Service. I noted that I had not taken loans from the policy for several years. Allanz notified me in the telephone conversation that I could safely borrow 27,158.62. I subsequently borrowed a smaller amount that Allianz recommended subsequently. Allianz sent a letter and check 11.08.22 for $25,290.69, which I deposited 11.17.22 in my Fairwinds bank account. Apparently Allianz' advice to borrow $25,000-27,000 from the policy in 2022 was ill advised. Now we are faced with a policy with unpaid premiums because the cash value was insufficient. The cash value of the policy is insufficent because Allianz advised me to borrow a large amount from my policy! The solution is for Allianz Upper Management to have a phone conversation with me, to reinstate this policy at their earliest convenience with no penalties to me, and advise me as to the amount from the $25,290.69 which I should return. James H. *******

  

  Business response

  08/04/2023

  Hello,

  On 7/31/23, I sent you (BBB) a letter stating that I will send a letter to the customer by the due date of 8.7.23. Letter to customer sent today, he may contact me directly if he still has questions.

  Regards

  Customer response

  08/07/2023

   I am rejecting this response because:  The letter I received (Allianz Ltr of  8.4.23) was simply a summary of Allianz' position, and provided nothing new as to the problem solution.  I sent a response this morning to Allianz requesting a phone negotiation.  Allianz has yet to address the fact that the loan amount they suggested I take out of the cash surrender value in 2022, is the reason there is a problem.   

  I am looking forward to further communication from them.   JC

   
  

  
  

• Initial Complaint

  07/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I took out a variable annuity with Allianz Life Insurance Company of North America. When I recently closed the account, ********************** made a claims processing error. I was sent a check for the incorrect amount. Check was made out for $27,148.37. on 5/4/23 Correct amount is $34,738.37. The annuity included a rider that set a target value protected from poor market performance. Ive been paying nearly 1% of the total value for a decade for that protection. I submitted with directions to be paid the target value of the annuity. We were paid the contract value. I closed the account online. They are refusing to pay the target value amount because a signature wasnt faxed. Allianz had zero contact with me before cutting the check in the incorrect amount. By the time the check had reached me, the target date had passed, and they refused any consideration. Allianz refuses to correct. They are responsible for the difference between market performance and the target value. Its in their best interest to refuse paying their clients the target value amount even if the customer is entitled to it. A quick online review reviews this to be a common Allianz practice. Is there anything you can do to get me the correct amount?Thank you

  

  Business response

  07/20/2023

  We received your letter, dated July 17, 2023, related to the complaint referenced above. Thank you for making us aware of these concerns and giving us the opportunity to respond with more details.
  
  Allianz Life is committed to reaching a judicious and timely resolution for every customer grievance. Our review process relies on a dedicated team of compliance analysts who review each complaint in a detailed, objective manner and in full accordance with federal and state laws. We will respond directly to the complainant by the specified date with the result of our investigation. We consider your file closed.

• Initial Complaint

  03/10/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have been paying my life insurance policy since approx. ****. My policy had been $57.50 a month for years. Now the policy has jumped to $87.90 per month with all the cash value depleted. Every few months I get a Grace ****** that says I must pay $400 or more to keep the policy plus whatever they determine the monthly amount to be. Today, they quote it will be $181.81 per month. How can they keep doing this?

  

  Business response

  03/15/2023

  Hello - Thank you for your recent inquiry regarding ID ********. ********************** Life will respond to the client directly by end of business on 3/10/2023. Please reach out to *********************** for any additional requests regarding this complaint at ***************************************** or ************. Thank you.

  Customer response

  03/22/2023

   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.

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have reached out to this business four times by telephone. They communicated that they would send paperwork for me to complete and submit for money to be dispensed from the policy. I have had this insurance since **** and was told by employers of the company that this would be possible. I never received paperwork. I started this process in November of 2022 and has yet to receive the paperwork after continuously communicating with the company. I no longer trust this company and would rather cash out and cancel the policy.

  

  Business response

  01/26/2023

  Your File #: 18882836
                 Complainant: ********************
                 Contract/Policy Number: *******
  
  Dear ******************,
  
  We received your letter, dated January 17, 2023, related to the complaint referenced above. Thank you for making us aware of these concerns and giving us the opportunity to respond with more details.
  
  Allianz Life is committed to reaching a judicious and timely resolution for every customer grievance. Our review process relies on a dedicated team of compliance analysts who review each complaint in a detailed, objective manner and in full accordance with federal and state laws. We will respond directly to the complainant by the specified date with the result of our investigation. We consider your file closed.
  
  Please contact the analyst assigned to this case ***************** by email **************************************** phone *************), or fax *************) if you have any questions or need further assistance in this matter.

• Initial Complaint

  11/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  July,2022 filed ************** Claim. Filled out all forms sent by company and returned. Also, gave them all health information my late husband' s medical records. Actual reimbursement goes back to first hospitalization in July, 2021. Have had multiple requests for copy of his will and reason for Late file of claim. Have complied multiple times and have spoken with claims adjustor assigned to claim. She keeps saying she did not receive it. When I spoke with her on 10/06/2022, I again emailed the information requested and ************ acknowledged it was received. I am still receiving letters requesting the will and late claim information.I am of the opinion that this is a round around and they are just waiting for me to give up. I keep calling and leaving message and so it goes. It is next to impossible to get someone on the phone.Seven ****, claims adjustor, **************: ************ Her manager is ********************* ************ ex **** claim number: ******** policy number: *********

  

  Business response

  11/22/2022

  Re:         Your File #:  18437520

                  Complainant: *************

                  Contract/Policy Number:  060077034

   

  Dear ****************:

   

  We received your letter, dated November 21, 2022, related to the complaint referenced above.  Thank you for making us aware of these concerns and giving us the opportunity to respond with more details.

   

  Allianz Life is committed to reaching a judicious and timely resolution for every customer grievance. Our review process relies on a dedicated team of compliance analysts who review each complaint in a detailed, objective manner and in full accordance with federal and state laws. 

   

  On November 17, 2022, Allianz Life received the same complaint filed with your office from the ****************, Department of Insurance.  Based on their requirement, our response will be provided directly to their office no later than December 12, 2022, with the results of our review.  We consider your file closed.

   

    Please contact me by telephone or fax referenced above, or email ************************************************************, whichever is more convenient, if you have any questions regarding the information provided in this response.

   

  Sincerely,

   

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

   

  Allianz Life Insurance Company of North America

*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. ↩