ComplaintsforAllianz Global Assistance

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Initial Complaint
08/07/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
April 19, 2024 with a return on April 30,2024did a car rental from ***** and bought insurance from Allianz global insurance. We have an incident that the car was vandalized and reported to the car rental in *********** and now none of the agency want too be responsible when I paid insurance from the rental. This incident happened 3 months ago, and now I received a email from the insurance that they closed the claims because they didnt have enough information, when all requests from them I submitted in details .
Business response
08/08/2024
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
08/08/2024
[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
08/06/2024
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 for $991.00 on December 27, 2023 from Allianz Global Assistance to cover my trip to ***** from March *****, 2024. The travel insurance covers medical evacuation. While in *****, I required medical transportation via helicopter due to altitude sickness while on a hiking trek. Since submitting the initial claim on April 19, 2024,Allianz Global Assistance has repeatedly asked me for more documentation, which I have provided on more than 3 occasions over the past 90 days. Each time I have spoken to a representative via telephone, the requested information has not matched what is shown on my claim status on their website. Each time I have spoken to a representative over the past 90 days, the requested information has changed. I believe Allianz Global Assistance is acting in bad faith to pay my claim.I have submitted detailed invoices, helicopter company information, as well as symptoms of altitude sickness that led to my evacuation. As a registered nurse, I knew the importance of getting getting down from altitude as quickly as possible.On July 26, 2024, I sent a written email to Allianz Global Assistance asking for a final decision within 14 days of receipt of the email to which I have received no response.
Business response
08/08/2024
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
08/08/2024
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.
I am not satisfied with their resolution because Allianz never asked for this information previously. I am unclear why it took them almost 90 days into filing my claim to suddenly ask for this information. Every time I submit the additional requested information (which I have done on my multiple occasions), they ask for new information, which was never previously requested. They are acting in bad faith, and I have no trust that submitting this information will not yield a request for more information again and again as they have done to me the past 4 months.

Regards,

***********************
Initial Complaint
08/03/2024
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.
My parents booked a trip with American Airlines (AA) on May 7, 2023. Due to my father having a serious health issues on June 13, 2023, and being in an ICU in ******, **. They call AA and rescheduled with AA for October 2023. All this time they had insurance with Allianz to cover the trip. The insurance was bought at the time of the original tickets, 5-7-23. In September when their rescheduled trip was approaching my father had not been discharged home, he was in a SNF and my mother had been diagnosed with leukemia (in the month of September) and was actively dying. The trip was canceled. Since then my mother has died and my father is living with me. I have been trying to file a claim with Allianz since 11-11-23. They have received the claim and the TWO letters from two different doctors stating that my parents were unable to travel at the time of the flight (again, my father was IN PATIENT, the day the flight took off) We still have not been reimbursed and every conversation with Allianz has something new that they want. Side note: they have also received a copy of my mother Death Certificate along with the doctors information. I am attaching the bank statement with the total air fair cost and the two letters from treating doctors.
Business response
08/07/2024
Dear *********************,
Please find the attached letter detailing our review.
Sincerely,
*******************************
Claims Escalation Analyst Travel Claims, ***
****************************************************************************************
********************************************************
Initial Complaint
08/01/2024
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 February I purchased tickets and insurance for a concert on 07/20/24. Circumstances arose and I was unable to attend. For weeks I have been trying to contact this company. Nothing but foreign reps who talk with marbles in their mouth and don't understand English. If I ask for a manager they hang up. Real classy. Found an email on FB for customer **********************. Email rejected. They are 100% con artists and I want my refund. Simple as that. The plan number is EUSP2395395627.
Business response
08/02/2024
Dear *********************,
Please find the attached letter detailing our review.
Sincerely,
*******************************
Claims Escalation Analyst Travel Claims, ***
****************************************************************************************
********************************************************
Initial Complaint
07/30/2024
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.
On May 21, 2024 at 3:27 p.m. I sent a claim to Allianz Travel--0009901237 about having to cancel a trip with traveling companion ***************************** *************** developed hypertension of the heart-a life-threatening disorder and pulmonary fibrosis making it impossible for us to travel. Allianz e-mailed me about sending them: An itinerary of the trip, receipt and medical, which I didl Allianz sends me e-mails saying they have received my documents. Allianzassistance *************************** I have send Allianz my documents as of July 28, 2024--4x.In June, I received an e-mai saying my claim was approved and the my claim checks would be arriving shortly July 27, 2024--I receive an e-mail saying "This is your second reminder, we have not received your documents. As a customer of ********************** Travel--I am very frustrated. I have called them 3x and get representatives from *****. When i ask to speak to a supervisor, they apologize and say that is not possible. Today, July 29, 2024 I called again. This time I asked for a representative in the ************* I was put on hold for the rep. to get a U.S. number. She returned and said that was not possible and hung up on me I called again--new India representative. I told him the situations--he apologized. He told me it would take abut ***** hours to update their records. In addition to the 4th e-mail. I am sending a hard copy to: Allianz Global Assistance ********************************** I need your help I purchase my insurance i good faith. I never dreamed that my travel companion who come down with a life-threatening disease. The total cost of my insurance was ******** to cover my trip that cost ********* --which i have paid in full. Please help me collect my claim checks--one is for 1200 and the other 9000.
Business response
08/07/2024
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
07/30/2024
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.
Company printed fraudulent check with incorrect address then voided the check and asked me to send direct deposit information. On the 25th rep stated that they had information and it would be direct deposited. Now it's states I'm receiving check
Business response
07/31/2024
Dear *********************,
Please fund the attached letter detailing our review.
Sincerely,
*******************************
Claims Escalation Analyst Travel Claims, ***
****************************************************************************************
********************************************************
Customer response
07/31/2024
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,

****************************
This is the second time that they have voided a check which I did not authorize. The check hadn't even been sent out yet. My claim was on the 9th it's going on September 1. When can they estimate when I'll receive my ****** that's alot of money. and im in financial hardship due to u not giving me my money. When will I receive my.money. I need an exact date.
Initial Complaint
07/30/2024
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 August 2023, I had an ********* and landed in the hospital for ********* surgery during a trip. I was covered by Allianz insurance, and part of the policy was 'Travel/Trip Delay Coverage for up to $1,600.00'. This ********* costed me the ******* ********* room, and procedure. They gave me back $595.46 for that. However, I also had to rebook my flight scheduled for that night, which costed me $1,150 + a night in the hotel. I sent in ALL claim documents and kept following up with Allianz. They said that all the documents needed are in and good; it just needs to be processed. However, they've been dragging me around for months, and they claim they can't do anything until they hear back from a certain department. I gave them enough time to figure this out and I am so angry that I paid for insurance thinking I am covered, and I wasn't.
Business response
08/02/2024
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
08/06/2024
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.
They claim that my emergency is an illness and part of their exclusions.
However, this was an unforeseen medical emergency that occurred right before my flight that was booked a while before.
I COULD NOT STAND NOR WALK due to the cyst that erupted within a few hours.
I WAS NOT AWARE OF THIS CONDITION BEFORE.

This kind of emergency was supposed to be covered by the insurance plan that I bought.
Allianz is looking for an excuse not to pay as they won't even negotiate about this.

They can't get away with this fraud.

Please let me know how to proceed and if you need more information or documents from me.

Regards,

*********************
Initial Complaint
07/30/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello, I bought 4 concert tickets along with Allianz Insurance. I filed a claim due to event companions sickness (2) were not able to attend the concert to unforeseen sickness. On the way to the show, our transportation had to drop us off blocks away due to safety hazards caused by a protest with guns that was blocking the arena, due to heat and the distance walking I guess two people got sick and had to go back to the hotel. Sickness is covered under my policy. By the time the rest of the people made it to the arena due to the blockade of the protest. We missed part of the show. But the other two did not make it.
Business response
07/31/2024
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
07/31/2024
[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
07/27/2024
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 several flights with travel insurance. I cancelled the flights. I then cancelled the travel insurance. I was told the payment will be returned to me in ***** days. It has been well over that and they haven't mailed the check. Each time I call they give me another excuse as why I haven't received the check. I have an email from ****** (employee) 7/10/2024- She states that the check should arrive in ***** days. Still hasn't arrived. They are stating that I cancelled the policy on 7/11/24; however ****** emailed me on the 10th, so clearly I cancelled the policies beforehand. Today I spoke to a person that said, the check was mailed on the 22nd... Yet I still haven't received my refund.I would like a refund.
Business response
07/31/2024
Dear *********************,
Please find the attached letter detailing our review.
Sincerely,
*******************************
Claims Escalation Analyst Travel Claims, ***
****************************************************************************************
********************************************************
Initial Complaint
07/26/2024
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.
On May 5, 2024, I purchased insurance from this company, Allianz Event Insurance for tickets purchased from Ticketmaster on the same date and at the same time. I was unable to attend the concert and filed a claim with this company. I provided all the information they requested to file the claim. I was assigned Claim # **********. Although the claim was approved and filed as completed on 6/13/2024 ( I have a copy from them that states; "Event Cancellation COMPLETED")and that the refund payment is being processed, they will not provide the refund for the tickets. I have called many times, as well as my husband has called many times. They have hung up on us several times. We want our refund payment from this company for $222.89, the cost of the tickets we purchased and insured by this company, Allianz Event Insurance.
Business response
07/30/2024
Dear *********************,
Please find the attached letter detailing our review.
Sincerely,
*******************************
Claims Escalation Analyst Travel Claims, ***
****************************************************************************************
********************************************************
Customer response
08/03/2024
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.

[I have not received a refund for the cost of the concert ticket purchase. As stated before the insurance was purchased at the same time of the tickets for this purpose. Since this response I contacted Discover Card. They said they attempted contact with Alliance Event Insurance but have received no reply.
The Insurance Company can mail my claim check to: ***************************, ***************************************, and that will resolve this matter.

Regards,

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

Business response
08/07/2024
Dear *********************,
Please find the attached letter detailing our review.
Sincerely,
*******************************
Claims Escalation Analyst Travel Claims, ***
****************************************************************************************
********************************************************

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