ComplaintsforAllianz Global Assistance

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Initial Complaint
07/08/2024
Complaint Type:
Order Issues
Status:
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.
Transaction date was 12/11/2023, Amount paid was $130, The business committed to provide me with collision coverage on my rental car,The nature of the dispute is that after providing all the necessary documents requested for my claim regarding damage to the car, the business has failed to reimburse me for the damage that happened to the car, they keep claiming the never received my police report after me speaking to numerous customer ********************** representatives and confirming their email address which is the same one I emailed all the other requested documents which they confirmed receipt of yet they keep claiming they never received my police report I have emailed it over 8 times and they keep alleging they never received it, the customer ********************** representative are never willing to assist any further and show no importance to the matter, and there is never even a supervisor available, the company has done little to nothing to assist me with my claim.
Business response
07/09/2024
Dear *********************,
Please find the attached letter detailing our review.
Sincerely,
*******************************
Claims Escalation Analyst Travel Claims, ***
********************************************; 23233
********************************************************
Customer response
07/09/2024
Better Business Bureau:

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

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

Regards,

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

Customer response
07/09/2024
Better Business Bureau:

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

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

Regards,

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

I reject offer as there is none in their correspondence
Initial Complaint
07/02/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had purchased insurance for concert tickets for the month of October. Since this was a bit away I purchased insurance as you never know what may arise with school, health etc. They make it sound so easy to claim if something comes up. Well things did come up! So I filed a claim thru their app. Then I called the company the same day with questions about the policy, ease, claim value, process etc. It has been 3 weeks now and I JUST NOW received a notice saying that I need to require proof in certain jpeg, png, svg form whether it be email, fax etc. God knows what that all means or how on earth is one without zero tech skills suppose to know how to do all that! Not to mention one of the reasons for the claim is school related. School is not in session at the moment. Their website is up which just posted the new calendar year schedule which I screenshot and sent but that's not good enough. So what??...I wait until school starts and hassle with this as well as if that's not enough dealing with the firsts of school. I have had insurance policy claims over my 47 years. Whether it be for a wreck, injury or a storm ....claims on a $300,000 home and $35,000 vehicle have been easier! And your telling me that I am required to jump thru hoops for $270 dollars worth of tickets? Ridiculous
Business response
07/03/2024
Dear *********************,
Please find the attached letter detailing our review.
Sincerely,
*******************************
Claims Escalation Analyst Travel Claims, ***
********************************************; 23233
********************************************************
Customer response
07/03/2024
[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,

*********************
Initial Complaint
06/29/2024
Complaint Type:
Order Issues
Status:
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.
In May 2024, I bought tickets through Ticketmaster for an upcoming event in August 2024. I purchased Allianz ticket protection. Later in May, we had a major plumbing issue and need some extensive home repair. I went on the website and filed a claim right away. They asked for photos and verification, which I provided. They said it would take 14 days to process. After 3 weeks. I contacted them again and they said they needed verification and photos. I have called, emailed, and gone on their website to get more information. I received an email in June that saud as long as I requested a refund agead of the event, it should be fine. I have not received anything. I went on the website again today, and they said they need photos and verification AGAIN, so I submitted them for the 3rd time and called to make sure they received it. The call center representative was ibviously reading from a script and again repeated that it would be 14 days.At this point, I think they have no intention of refunding my payment. I bought the insurance in good faith, and Allianz is not honoring the policy.Could you please help me secure a refund? Thank you so much.
Business response
07/03/2024
Dear *********************,
Please find the attached letter detailing our review, along with a copy of the associated policy.
Sincerely,
*******************************
Claims Escalation Analyst Travel Claims, ***
*******************************************************************************; 23233
********************************************************
Customer response
07/03/2024
Better Business Bureau:

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

As stated in the letter you sent, the insurance covers sudden, unexpected loss. This plumbing issue is a sudden, unexpected loss.
Please process my refund immediately.

Regards,

****************
Initial Complaint
06/25/2024
Complaint Type:
Order Issues
Status:
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.
ChatGPT On Monday, April 15, 2024, at 3:16 PM, I purchased tickets for the *************** concert totaling $543. I also opted for insurance through Allianz Global Assistance, which promised 100% coverage in case of cancellation or non-attendance. Today, I contacted Allianz Global Assistance to request a full refund because the individuals who were supposed to accompany me to the event cannot attend anymore.The customer ********************** representative at Allianz informed me that I am not eligible for a 100% refund because the policy I purchased to cover non-attendance does not apply in this situation. They did not offer any additional solutions. I also expressed my concern about how the insurance, which I added during checkout, was advertised to cover 100% of the ticket value, yet it now does not cover this situation. At the time of purchase, the insurance policy did not specify its conditions or exclusions, only that it covered the full ticket value.I urgently need assistance in obtaining a refund for the tickets, as the insurance did not clarify how the 100% refund policy is valid. It feels misleading to offer this as an add-on without explaining its conditions or exclusions. I also want to highlight that I received a PDF outlining the insurance conditions only after purchasing the tickets and insurance, which I find misleading and inaccurate. Allianz Global Assistance did not provide a solution or offer a full refund for my tickets. The people who were supposed to accompany me cannot attend and live outside the country, leaving me with unusable tickets which supposedly the issuance would cover the refund for any reason. Please help me resolve this issue.Additionally, Allianz Global Assistance was unwilling to provide any assistance or solutions and their handling of the situation was rude and unhelpful.
Business response
07/02/2024
Dear *********************,
Please find the attached letter detailing our review.
Sincerely,
*******************************
Claims Escalation Analyst Travel Claims, ***
********************************************; 23233
********************************************************
Initial Complaint
06/23/2024
Complaint Type:
Order Issues
Status:
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.
I reserved a car with **** through my employer portal and checked yes for rental car insurance.This was pre-paid and I thought I was purchasing **** insurance. I only discovered it was 3rd-party insurance until later. The policy listed maximum coverage for "Rental Car Damage and Theft Coverage" as $75,000.When the car was damaged by a fence, I had to submit a claim though Allianz. They listed this issue as "Trip Interruption Coverage" which has a maximum of only $250.00. I spent 60 minutes on the phone trying to get them to change it to the appropriate Rental Car Damage and Theft Coverage.Allianz asked me if I would prefer to have them work with AVID (Sedgewick). I consented.Now, **** has reached out directly to me with a final bill of $2,279.30. Allianz is telling me this final bill includes "costs/fees that are not covered by the insuring agreement." I also was informed Allianz would directly negotiate a lower fee with ****/Sedgewick, but ****/Sedgewick has reached out to me multiple times requesting the full payment of $2,279.30. Please attend to this matter to ensure that my out-of-pocket costs are zero. This is predatory at best. Deceptive at worst.Also, I want to highlight the initial dark pattern of opting into 3rd-party insurance. I never purchase 3rd-party insurance and wouldn't have done it knowingly. The purchase made it look like it was part of the agreement with ****.
Business response
06/25/2024
Dear *********************,
Please find the attached letter detailing our review, along with a copy of the associated policy.
Sincerely,
*******************************
Claims Escalation Analyst Travel Claims, ***
*******************************************************************************; 23233
********************************************************
Customer response
06/26/2024
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
Reason:
- I have contacted the Allianz claims adjuster several times and have not received a response. I have communicated directly with Allianz/VDC Sedgewick and have not received a response.
- AVIS/********* keeps sending me reminders for a final bill for all the charges, but Allianz stated they would be negotiating this on my behalf.
- Additionally, I have filed a new claim with Allianz through the **** card I used to rent the car. I informed the Allianz Travel Claims adjuster and did not receive a response.
Attached, you'll find a letter covering these details, including all the pertinent claim numbers, addressed to Allianz claim escalation specialist, *******************************.
Regards,

***********************************
Initial Complaint
06/21/2024
Complaint Type:
Order Issues
Status:
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.
I purchased Travel Insurance in which they only reimbursed me for $400, presumably the $200/day cap on travel DELAY. However, i pointed out to them (they should know the policy) I had (enhanced) trip interruption which at a minimum should also cover the rebooking transportation charge as per "Reasonable transportation expenses you incur to continue your trip" of the policy. This was transport from ****** to the hotel (50% upcharge after 11:00 PM), costing an additional ***** NOK ($155.50). I have had multiple emails and calls in which they keep telling me different things. I put this entire CLAIM under the policy i purchased. Attached a screenshot of a interchange that gives all pertinent info.
Business response
06/25/2024
Dear *********************,
Please find the attached letter detailing our review, along with a copy of the associated policy.
Sincerely,
*******************************
Claims Escalation Analyst Travel Claims, ***
*******************************************************************************; 23233
********************************************************
Customer response
06/25/2024
Better Business Bureau:

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

******* is also unaware of the policy i purchased. Two comments (policy attached)
1) I purchased "ENHANCED' Travel Interruption &
2) It States "Reasonable transportation expenses you incur to continue your trip...."

The addition transport charges (50% uplift because after 11:00PM) is EXACTLY that. There is no time duration related to that clause as it relates to the 'delay' portion.

I understand the $200/day (Paid) under DELAY, however the transport as i gave them receipts, should be paid. This was transport from ****** to the hotel (50% upcharge after 11:00 PM), costing an additional ***** NOK ($155.50)

This part of the policy has a $4725 max.

As an aside, not a SINGLE customer ********************** person addressed travel interruption aspect other than to tell me to 'file another claim'.

Regards,

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

Business response
06/25/2024
Dear *********************,
Please find the attached letter detailing our review.
Sincerely,
*******************************
Claims Escalation Analyst Travel Claims, ***
********************************************; 23233
********************************************************
Customer response
06/25/2024
Better Business Bureau:

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

The response should be SPECIFIC to that actual policy purchased (that i attached). Not snippets written in a separate word doc. Given that, the word doc does contain the sentence I now have repeated 3 times under trip interrruption:
Reasonable transportation expenses you incur to continue your trip --- Additional taxi charges because of a delayed flight is a REASONABLE transportation expenses you incur to continue your trip.

In addition, the 24 hours noted, is per section 10. Your travel carrier cannot get you to your original itinerarys destination for at least 24 consecutive hours .
This ONE CONDITION (Carrier) has nothing to do with with that associated charge/section (That is under delay) of taxi transport. EVEN travel delay is 5 hours.

Its OBVIOUS Allianz Travel Insurance is doing everything they can to NOT pay a claim. A SMALL claim I might add, given i spent over $30k on this trip in total.
I'm only pushing this for the principal of it and also to be able to show everyone I know (Travel Agents, ***************************** etc) the details of how they treat customers.
Who would be expected to dig into the policy at this level to demonstrate what any rational person would think is covered?

Regards,

*********************
Initial Complaint
06/18/2024
Complaint Type:
Order Issues
Status:
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.
I bought this travel insurance and had a valid reason why I filed a claim. My vehicle was having brake problems which is a reason listed for coverage. The customer ********************** is extremely rude and unhelpful
Business response
06/20/2024
Dear *********************,
Please find the attached letter detailing our review, along with a copy of the associated policy.
Sincerely,
*******************************
Claims Escalation Analyst Travel Claims, ***
*******************************************************************************; 23233
********************************************************
Initial Complaint
06/18/2024
Complaint Type:
Order Issues
Status:
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.
A complete write up including exhibits is included in the attached file. I purchased an air line ticket with travel insurance. This complaint is for the travel insurance which did not provide the services that were purchased. Throughout the process of filing a claim they led us to believe the issue would be covered only to say it was not part of the insurance.Date of transaction May 5th 2024 The plan number is EUSP2415882393 The claim number is 0009931278-001 I am seeking a refund of the insurance premium $50.48
Business response
06/20/2024
Dear *********************,
Please find the attached letter detailing our review, along with a copy of the associated policy.
Sincerely,
*******************************
Claims Escalation Analyst Travel Claims, ***
*******************************************************************************; 23233
********************************************************
Initial Complaint
06/17/2024
Complaint Type:
Order Issues
Status:
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.
I purchased insurance for an event that I was unsure I could attend. The advertising they use is "we know things come up...no problem...get the insurance and we'll take care of it". That is absolutely not the case! When I called to tell them I was not able to attend the event, I asked how to get my refund for the tickets (event). They asked lots of questions about why and had to check if it was covered. Why would it not be covered?? And then they proceeded to tell me that I would not be covered for a "family matter". FALSE ADVERTISING AND MISLEADING TO CONSUMERS! I would like my $46 paid to them refunded. And for an advisement to be made that they are not a reputable company as they claim to be.
Business response
06/18/2024
Dear *********************,
Please find the attached letter detailing our review, along with a copy of the associated policy.
Sincerely,
*******************************
Claims Escalation Analyst Travel Claims, ***
*******************************************************************************; 23233
********************************************************
Customer response
06/18/2024
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and the information provided by the company does not resolve my complaint. My complaint remains the misrepresentation of the "offer" and then to say no your reason for cancelling does not meet our reasons/policy. Below is an insert of their claims in the offer when wanting me to purchase the insurance...which is why I did.
* Claims Center
If the unexpected hits, don't worryfiling a claim is fast and simple.
* Allianz Ticket Protection can reimburse 100% of your ticket purchase if you cant make the event due to a covered illness, injury, traffic accident, and more.
There are so many negative reviews regarding using this company - Reddit, CNBC, Forbes and yes even BBB! My regret is not reading these reviews about such a misleading and sleazy company and regret believing their marketing tactics to get money.
Further, I am requesting a refund of my $46 paid for "insurance".
I have and will continue to do everything in my power and job to ensure that people are well aware of this company's sleazy tactics! I trust BBB will be able to help resolve in getting my refund.

Regards,

*************************
Initial Complaint
06/14/2024
Complaint Type:
Order Issues
Status:
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.
I purchased an Allianz insurance plan through Ryzer.com as I was signing up for school related sports camps (4/12/2024), Allianz plan number EUSP2411264797. The camp was for volleyball from 6/10-6/12.My daughter broke her finger on 5/23/2024 and was mandated a 4wk recovery time.I called to file a claim on 6/10/2024. The customer ********************** agent said the policy had been cancelled by the system on 5/1/2024. I'd had no communication with Allianz and my daughter hadn't even broken her finger when this was cancelled. I was told they were looking into it and I'd be contacted within 24 hours.I called on 6/11/2024 because there was no response from Allianz. They told me there were still looking into it and it'd be 48 hrs.I now called on 6/14/2024 and was told I cannot submit a claim because the event is over and I cannot submit a claim.
Business response
06/18/2024
Dear *********************,
Please find the attached letter detailing our review.
Sincerely,
*******************************
Claims Escalation Analyst Travel Claims, ***
********************************************; 23233
********************************************************

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