Business Profile

Insurance Companies

Allianz Global Assistance

Headquarters

Complaints

This profile includes complaints for Allianz Global Assistance's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,183 total complaints in the last 3 years.
254 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:05/28/2025
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.
Im seeking BBB assistance with a denied claim from Allianz Travel Insurance. While in *****, my mother fractured her leg and doctors required her to fly business class ($9,100) to elevate her leg. Allianz misadvised us to file under trip interruption instead of medi*** transportation. They reimbursed medi*** expenses but refuse the airline upgrade, despite policy coverage. We ask BBB to help hold Allianz accountable and reimburse the full amount. We have tried numerous attempts to speak to an examiners and supervisors in claims but kept getting told they will *** us back. This misleading a consumer. Allianz sold us a product to insure us during the trip and not being available in ***** or given proper direction in a time or emergency is unaaceptable. We were very nervous to buy this business class seat as it is but she wasn't allowed to fly home otherwise. The doctors couldn't put a cast as 15 ours in the airplane will cause swelling. She HAD to have her leg elevated. Please see all attached documentation.
Customer Answer
Date: 06/02/2025
Hi,

Can I cancel this case? They ended up paying me.

Complaint ID: ********

Regards,

****** *********
************
Initial Complaint
Date:05/14/2025
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.
Allianz and their travel insurance program offered insurance for my trip. They claimed that all expenses would be covered but when I tried to file a claim today, they said I was only covered for $350 per person. Our flights cost us over $800 each. This was not in writing on their site. This is a classic bait and switch program that need to be ended if not corrected.
Business Response
Date: 05/23/2025
Dear ******* *****,
Please find the attached letter detailing our review.
Sincerely,
******* ********
Claims Escalation Analyst Travel Claims, ***
****************************************************************************************
********************************************************************************
Thank you for directing this matter to my attention. I apologize for any frustration this may have caused
the consumer.

Mr. ****** purchased a policy through our partner, *****, on April 1, 2025. According to our records, the
flight cost per person was $248.78, and the insurance premium was $50.76. The policy provided
coverage for travel from May 15, 2025, through May 18, 2025. A copy of the policy was sent to the email
address provided at the time of purchase.

Please note that the policys limit of liability is based on the airfare cost at the time of purchase. It does
not include any add-ons or upgrades added after the initial transaction. If changes are made to the travel
arrangements, the consumer must contact Allianz to update the policy and ensure any additional
coverage limits are added.

At this time, our records do not indicate that a claim has been filed under policy number
EUSP2482270135. If Mr. ****** would like to submit a claim, he may do so using one of the following
methods:

To File Your Claim Online:
Go to ***************************************** and click on File a Claim.
Provide policy details.
Determine which forms and documentation are required.
File your claim and track your claim status.

Or, To File Your Claim by Contacting Us by Phone or Email
Email: ******************************************************************************************************
Toll-Free: ************

Should Mr. ****** have any further questions or concerns, the ***************** is available at 800-
334-7525.

Sincerely,

******* ********
Initial Complaint
Date:05/13/2025
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.
I purchased trip insurance from Allianz Global Assistance & filed a claim for emergency medical & trip interruption coverage. I emailed them 4 or 5 times with supporting documents but each time they tell me they are either unable to open them, or they only received one or two of the pages. In total I sent them 47 ********** documents (e.g., ***************** bills; medical reports; copies of ************* lists of meds prescribed; credit card statements; taxi receipts to/from ****************** offices; etc.)I can see each document clearly attached in my outgoing emails, yet they continue to tell me they are not receiving them. Shortly after each email I send them, I receive an auto reply acknowledging they received my email, yet they say they dont have the documents?I asked to speak with a supervisor, or with someone in their tech **** but they say there is no one I can talk to. I dont believe them every Customer Srvc **** has a supervisor to handle escalated issues. They are making it very difficult to deal with them & nearly impossible to resolve my claim. Seems like they're stalling & Im extremely frustrated. I would never recommend them.Every bill I submitted is legit & will be covered under the policy I purchased. I laid out a total of USD $6,875.18 ($6,634.06 for medical & related charges + $152.73 for prepaid, non-refundable ferry tickets + $88.39 representing 20% of a prepaid, non-refundable hotel fee) and I want to be reimbursed for these ***************** is my Claim # ********** My policy # is EUSP2420601693 While on vacation in *******, I injured myself on a bike tour on Mar 4, 2025. I subsequently went to the **** at a hospital in *****, and several days later consulted with a spinal specialist in ********* & needed to undergo an emergency epidural procedure. I contacted Allianz Global Assistance at the time & am now back home, still recovering from my accident.Hoping the BBB can help me get the money that is owed to me.Thank you.
Business Response
Date: 06/02/2025
Dear ******* *****,
Please find the attached letter detailing our review.
Sincerely,
******* ********
Claims Escalation Analyst Travel Claims, ***
****************************************************************************************
********************************************************************************
Thank you for directing this matter to my attention. I apologize for any frustration the claims process may
have caused the consumer.
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 for which coverage
applies.
Mr. ****** initiated both a Trip Interruption and an Emergency Medical claim online on April 12, 2025.
Documentation was submitted on April 21, 2025; however, it was provided in an unsupported format and
was not legible. On May 2, 2025, we contacted Mr. ****** via email to request that the documentation be
resubmitted in a supported, readable format.
On May 5, 2025, we received the necessary documentation supporting the Trip Interruption claim. The
claim was reviewed and the full value was paid on May 17, 2025.
The Emergency Medical claim remained under review pending receipt of the required documents. These
were uploaded on May 19, 2025. Following review, the full value of the claim was paid via direct deposit
on May 28, 2025.
If the consumer has any further questions or concerns, our ***************** can be reached at 800-
334-7525
Initial Complaint
Date:05/13/2025
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.
Purchased trip insurance for a business trip which stated it covered for several reasons. I submitted a claim and it was denied and when I asked for a refund of the policy I was also denied.
Business Response
Date: 05/23/2025
Dear ******* *****,
Please find the attached letter detailing our review.
Thank you for directing this matter to my attention. I apologize for any frustration the claims process may
have caused the consumer.
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 for which coverage
applies. To help our consumers understand this, we include the following in the insuring agreement:
This travel insurance policy covers only the specific situations, events, and losses included in this
policy, and only under the conditions described. For this reason, it is known as a named perils
policy.

NOTE:
Not every loss is covered, even if it is due to something sudden, unexpected, or out of
your control. Only those losses meeting the conditions described in this policy may be
covered.
Our records indicate that Ms. ****** filed a trip cancellation claim online on April 25, 2025. Based on the
information provided in the claim submission, the business trip was canceled due to scheduling conflicts
and border issues. Unfortunately, the trip cancellation benefit does not provide coverage for these
reasons. As a result, the claim was denied on May 7, 2025, and an email was sent to the email address
on file that same day.
Ms. ****** subsequently requested an appeal of the claim denial for the same reason and indicated that
if the decision was not overturned, she would like a refund of the insurance premium. Consequently, the
decision was upheld as the original reason for filing is not a listed covered reason under the trip
cancellation benefit. An email was sent to Ms. ****** detailing our decision on May 8, 202

Sincerely,
******* ********
Claims Escalation Analyst Travel Claims, ***
*******************************************************************************; 23233
********************************************************************************
Customer Answer
Date: 05/23/2025
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.

I am not accept this response because I believe that before purchasing the trip protection, I was not given proper documentation about what would be covered nor I was advised that it had to be cancelled with 15 days. I believe that this company purposefully hides information in order to make money and not pay claims.
But again, customers are never right anymore and the lack of receiving proper documentation with no legal jargon is how they are able to get away with never paying a claim.
Regards,

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

Business Response
Date: 06/05/2025
Dear ******* *****,
Please find the attached letter detailing our review.
Sincerely,
******* ********
Claims Escalation Analyst Travel Claims, ***
****************************************************************************************
********************************************************************************
Customer Answer
Date: 06/09/2025
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,

****** ******
Initial Complaint
Date:05/07/2025
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.
Claim #:0010542391 (Policy number EUSP2484538373) originally filed on April 13, 2025 and related to the trip cancellation due to illness.Considering the number of documents provided and Trip Cancellation Policy eligibility I firmly believe that I am entitled to the total refund of $ ******* (tour operator charges $ ******* and 2 air plane tickets amount with seats assignment charges minus tax amount refunded $2276.60 ((1062.71+104.00+58.00)x2 - $172.82 ($86.41x2)).t this point the claim status is showing More Info Needed and requesting Travel Supplier's Penalty document again (3rd time!!!)
Customer Answer
Date: 05/16/2025

The issue has been resolved. The complaint can be closed.
Initial Complaint
Date:05/06/2025
Type:Service or Repair 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 took a cruise last June, 2024 and had a ***** issue while traveling. I purchased a medical travel policy and my claim was denied due to the cruise line not finding my records. I then submitted all the record directly to Allianz and my claim was denied.... I have submitted claim appeals twice trying to understand why, all documentation to my knowledge has been submitted. When I call directly, there is no one at Allianz that I can speak directly to, they tell me I have to email *********************************************************** I get the standard response.... thanks for reaching out, we'll get back to you in 5-7 days and no one ever reaches out. My claim is 10k USD, so my guess they are trying to avoid paying such a large claim amount. I just want someone to respond to me so we can work this out!!! This has been almost a year that I owe 10k on my credit card and I am tired of paying the interest!
Business Response
Date: 06/04/2025
Dear ******* *****,
Please find the attached letter detailing our review.
Sincerely,
******* ********
Claims Escalation Analyst Travel Claims, ***
****************************************************************************************
********************************************************************************
Customer Answer
Date: 06/12/2025
I would like to update that I have been paid for my claim! Received the check today, thank you!
Initial Complaint
Date:05/05/2025
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 had ordered tickets for an ********* *********** concert at the ************** in *************************** for an April 9, 2025 show. I purchased the insurance from Allianz Global because the tickets purchased were for my parents who are both in their late 80's. On March 25 I informed Allianz that my parents could not attend the show and I asked for a refund. They responded and wanted medical proof that my folks could not attend. I replied on April 4 and asked for a refund again reminding them that my parents were late 80's and that was the sole reason I purchased the insurance, and to mention that disclosing medical information was in fact a HIPPA violation. I never received a response to this. I simply want my refund for the event. Thank you
Business Response
Date: 05/22/2025
Dear ******* *****,
Please find the attached letter detailing our review. Thank you for directing this matter to my attention. I apologize for any frustration this may have caused the *********** 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 for which coverage applies. To help our consumers understand this, we include the following in the insuring agreement:This event insurance policy covers only the specific situations, events, and losses included in this policy, and only under the conditions described. For this reason, it is known as a named perilspolicy. Please review this policy carefully.NOTE:Not every loss is covered, even if it is due to something sudden, unexpected, or out of your control. Only those losses meeting the conditions described in this policy may be **********. Combites plan includes the following provision, in relevant part:
Sincerely,
******* ********
Claims Escalation Analyst Travel Claims, ***
********************************************; 23233
********************************************************************************
Initial Complaint
Date:04/30/2025
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 purchased travel insurance for the first time for a trip to ***** with my children. I received verbal approval from my co-parent to travel internationally for the children so I purchased tickets and purchased travel insurance in case circumstances changed. Unfortunately 2 months before our travel date, the children's mother denied permission. Because her refusal to allow international travel is legally binding I cannot travel with the children.I submitted a claim to Allianz which was denied as outside of the terms. When I dug deeper into the terms it appears that Allianz's terms are incredibly narrow but the way they market the insurance and the language used on the Delta ticketing page is very deceptive and makes it seem as if reimbursement is covered for a wide variety of reasons. I feel that for consumers not well versed in legal language Allianz's marketing and promotional language is deceptive especially when nuanced legal reasons are not covered.
Business Response
Date: 05/22/2025
Dear ******* *****,
Please find the attached letter detailing our review. Thank you for bringing this matter to our attention. I apologize for any frustration the claims process may
have caused the consumer.
Our records indicate Mr. ************** purchased a policy through our partner, *****, on November
20, 2024. ***** offers a quick overview of the insurance and includes a link for the customer to review
prior to purchasing. Once the offer is accepted, a copy of the policy is emailed to the address provided at
checkout.
Additionally, we also make clear that the consumer may, for any reason, cancel the insurance and
receive a premium refund within a 15-day free-look period by calling our toll free number, faxing, or
emailing a written request.
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 for which coverage
applies. To help our consumers understand this, we include the following in the insuring agreement:
This travel insurance certificate covers only the specific situations, events, and losses included in
this certificate, and only under the conditions described. For this reason, it is known as a named
perils certificate. Please review this certificate carefully.

NOTE:
Sincerely,
******* ********
Claims Escalation Analyst Travel Claims, ***
********************************************; 23233
********************************************************************************
Initial Complaint
Date:04/30/2025
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've used this company multiple times to use their insurance to cover entertainment events to cover the possibly of not attending the event. In two instances that I could not attend the event where insurance was purchased, and documents were submitted. One in which was directly correlated to COVID-19, the company did not refund the cost of tickets purchase. They should not be allowed to operate under the falsehood that they will refund your tickets, even when buyers present the documentation requested. Even at the minimal level of decency, the company should refund the cost they charge of you for purchasing their insurance policy. For the 2025 denial I just encountered, they did not even send me the policy or agreement originally after I purchased the insurance with the concert tickets. Forcing me to investigate the policy information on top of filing the claim. I only claimed up to the amount of the policy amount offered of $200, which is still under the total value of tickets purchased, even though I explained the financial hardship that the external issues transpired that is preventing me from using the tickets purchased. If the desired resolution is not reached, at the very least this company needs to be reported for their unethical practices as this is not the first issue I have encountered with them and WILL NOT do business with them again.
Business Response
Date: 05/21/2025
Dear ******* *****,
Please find the attached letter detailing our review, along with copies of the associated policies.
May 21, 2025
Customer: ***** ******
******************** Case # ********
Dear ******* *****,
Thank you for bringing this matter to our attention. I apologize for any frustration the claims process may
have caused the consumer.
Upon reviewing our records, we were able to locate two claims for Ms. ******* one filed under policy
EUSP2199274067 (claim **********) for an event on September 5, 2021, and another filed under
policy EUSP2467071461 (claim **********) for an event on September 6, 2025.
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 for which coverage
applies. To help our consumers understand this, we include the following in the insuring agreement:
This event insurance policy covers only the specific situations, events, and losses included in this
policy, and only under the conditions described. For this reason, it is known as a named perils
policy. Please review this policy carefully.

NOTE:
Not every loss is covered, even if it is due to something sudden, unexpected, or out of
your control. Only those losses meeting the conditions described in this policy may be
covered.

Sincerely,
******* ********
Claims Escalation Analyst Travel Claims, ***
****************************************************************************************
********************************************************************************
Initial Complaint
Date:04/28/2025
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 traveled to ******** 3/14-3/24. I was supposed to return to the states on 3/21 but was impacted by the fire at *************** (flight was ******* to ****** to ******). The airlines were of no help, so my other two travel companions worked for 2 hrs to find the best way home. The only option was to fly to ****** and leave on the 24th. So that is what we did. We got a small amount of refund for our canceled flight but we had to pay more than double to flight home on another flight, not to mention a hotel and food. I felt lucky because I got travel insurance and thought at least I would get some of this extra expense back. One of my travel partners also had travel insurance and she got money back. After waiting a month I learned today that Allianz has denied my claim, citing that the fire was not a "natural disaster" and per my policy would not be covered. How is that even possible? This incident impacted thousands if not millions of people. It has never happened before and no one could predict it. I feel like Allianz is finding a loop hole to avoid paying. Due to this unforseen situation, I feel Allianze should pay, I feel this is poor business practice. The total below is what I paid out of pocket that I feel Allianz should reimburse a portion of.
Business Response
Date: 05/19/2025
May 19, 2025

Customer: **** **********
BBB Case # ********

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

Thank you for directing this matter to my attention. I apologize for any frustration this may have caused
the consumer.

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 for which coverage
applies. To help our consumers understand this, we include the following in the insuring agreement:

This travel insurance policy covers only the sudden and unexpected specific situations, events,
and losses included in this policy, and only under the conditions described. Please review this
policy carefully. It is important that you understand the provisions and exclusions that are
included in your travel insurance plan.

NOTE:
Not every loss is covered, even if it is due to something sudden, unexpected, or out of
your control. Only those losses meeting the conditions described in this policy may be
covered. Please refer to the General Exclusions section of this document for exclusions
applicable to all coverages under your policy.

Our records indicate that the consumer initiated both a Travel Delay and Trip Interruption claim online on
March 26, 2025. The full value of the Travel Delay claim was paid on March 31, 2025.

Upon further review, since the consumer experienced a multi-day delay, they were eligible for the
maximum benefit under the Travel Delay coverage. An additional payment of $96.48 has been issued by
check today. The consumer should receive this payment within 710 business days.

Regarding the Trip Interruption claim, the policy includes the following relevant provisions:

Additionally, the plan defines Natural Disaster as follows:

The consumers Trip Interruption claim was based on the cancellation of their return flight due to a power
outage at ****************, which was caused by an electrical fire. Unfortunately, as the fire was not the
result of a natural disaster, as defined in the policy, the event does not meet the requirements for
coverage under this benefit.

After a thorough review, I can confirm that the claim decisions made are in alignment with the policys
terms, conditions, and exclusions.

Should the consumer have any further questions or concerns, the ***************** is available at 800-
334-7525.

Sincerely,

******* ********
Claims Escalation Analyst Travel Claims, ***
******************************************************************************
********************************************************************************

Allianz Global Assistance
P.O. Box ***** TRVL_PARTPAY
REV 10/2020
********, ** 23255-1533

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