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Complaint Details
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Initial Complaint
10/09/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
We purchased a *** **** vacation to Aruba for October 23 and purchased flight insurance through Allianz. Two covered reasons, as listed in their plan, for cancelation have occurred death of a family member and hospitalization of another family member. We filed a claim on 9/9/21. Their review time is stated as 7-10 days however due to volume they note that it can take 30 days. We are seeking a full trip refund and do not believe their delays should go any further. This is causing additional stress. **** * *****Business response
11/15/2021
Dear Ms. ******:
Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the consumer.
Our insurance records indicate that the claim was paid on 11/3/21.
Sincerely,
Kalinda H*****
Claims Escalation Examiner
**** ******* ***** ********* ******** ***** *************************Initial Complaint
10/07/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
i bought travel insurance on april 25 2021 to protect our trip to hawaii that was ******* in airfare the trip was cancelled due to the state of hawaii not wanting outsiders coming into the state unless u had official business i called allianz to put a claim in and after a run around they tell me i am not insured for this cancellation they never told me this or had any fine print about what u can use travel insurance for now i’m out ****** and *******Business response
11/15/2021
Dear Ms. ******:
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 is a named perils travel insurance certificate, which means it covers only the specific situations, events and losses included in this document, and only under the conditions we describe.
The plan provided trip cancelation coverage for a number of reasons. Unfortunately, the cause of the loss was not one that would trigger trip cancelation coverage. The policy excluded coverage for any loss related directly or indirectly to an epidemic, due to this reason, any loss related to COVID 19 would be excluded from coverage. For that reason, we are unable to honor the claim for reimbursement.If the consumer has any additional questions or concerns the Claim Department can be reached at *************
Sincerely,
Kalinda H*****
Claims Escalation Examiner
**** ******* ***** ********* ******** ***** *************************Initial Complaint
10/07/2021
- Complaint Type:
- Order Issues
- Status:
- Resolved
MY WIFE AND I BOOKED A VACATION THRU *** **** VACATIONS..BOOKING *******..flight confirmation code....******...SUN. AUG 22- SUN. AUG 29....2021 THIS YEAR. WE PURCHASED TRAVEL INSURANCE THRU ALLIANZ INS. ON AUG. 3, 2021 COVERAGE EFFECTIVE DATE AUG. 4,2021. FOR OUR FLIGHT AND TRIP THRU JET **** VAC.....AUG..22----AUG...29-2021. MY WIFE MICHELLE WAS DIAGNOSED WITH ******* AND ************ *********.....DUE TO THESE CONDITIONS WAS TOLD BY HER DOCTOR NOT TO FLY ON AUG.22-2021. FILED A CLAIM..FOR $******* COST OF THE TRIP... FILED A CLAIM ON THE THRU PURCHASED INS. ALLIANZ GLOBAL ON THEIR ON SITE FOR CLAIMS.... REF#**********...E-MAILED ALL THE PAPER WORK REQUESTED 9 PGES....ATTACHED...CALLED THE CLAIMS NUMBER 6 TIMES AND WAS TOLD NO ATTACHMENTS WE INCLUDED WITH MY E-MAILED CLAIM OR THEY COULD NOT OPEN THE ATTACHMENTS......9/9/2021... I MAILED THE SAME INFO USPS PRIORITY MAIL WITH SIGNATURE....TRACKING # **********************.....CHECKED ON LINE WAS SIGNED FOR 9/12... NEED UPDATEBusiness response
11/15/2021
Dear Ms. ******,
Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the consumer.
We have attached the documentation to the consumers claim and was able to issue reimbursement for the canceled trip. The consumer should receive the check within the next 7-10 business days.
Sincerely,
Kalinda H*****
Claims Escalation Examiner
**** ******* ***** ********* ******** ***** *************************Initial Complaint
10/07/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I purchased travel insurance (Allianz Travel Insurance) from Atlanta to Providence from 28 Aug - 4 Sep 2021. On day 2 of the trip, I fell and fractured my ankle. I was transported to the hospital. The doctor wanted me to do surgery. I declined because I would have to be in the hospital for 3-4 weeks before being released. I had my ankle reset and asked for medication to prepare me to fly out. I was advised that I would be ready to fly as long as I took the blood thinners. I sent in the claim on 1 Sep. The claim should have taken 7-10. 29 Sep I called back after not hearing from anyone only to find out more documentation is needed. Once given those documents, I was told it would take another 7-10 days. I called back 5 Oct and was told something else was missing, once given another 7-10 days. Each time I have called, it has been something else with no resolution. My bill is almost two months past due; please help me resolve this issue.Business response
10/11/2021
Dear Ms. ******:
Thank you for forwarding this matter to my attention.
Please have the consumer provide the policy number so that we may address their concerns. This would have been included in the email that was sent to her upon successful purchase.
Sincerely,
Kalinda H*****
Claims Escalation Examiner
**** ******* ***** ********* ******** ***** *************************Business response
11/15/2021
Thank you for the information.
This claim was paid on 10/18/2021.Initial Complaint
10/07/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Allianz sells international travel health insurance and refuses to pay claims. They delay the processing and payment of claims by repeatedly requesting the same documents over and over. They rarely answer their 800 #, and when they do, the employees don't speak English. I have even had their call center reps just hang up. I have submitted a basic, $*** claim for my son's ER visit, with the supporting documentation FROM THE HOSPITAL numerous times. Allianz waits 30 days, then requests the same documentation AGAIN, then repeats this for months. They have been provided with every single document we have, and they refuse to pay. They provide only a PO Box address, and a 1-800 to a call center in Mexico. They took money for a policy that they claim covers healthcare in Canada, and now they refuse to pay the claim by giving me the runaround for months on end. They are a scam!Business response
11/15/2021
Dear Ms. ******:
Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the consumer.
Our insurance records at this time indicate that the claim is pending. I have set up a call back for the consumers examiner to discuss the claim and finalization. The consumer should be contacted within 48 hours.
Sincerely,
Kalinda H*****
Claims Escalation Examiner
**** ******* ***** ********* ******** ***** *************************Customer response
11/18/2021
Although they claimeded by email that this claim would immediately be paid via direct deposit, they have yet to pay this claim. They now want an additional 5-10 business days to look into why the claim has not been paid. Not one dime has been paid on this claim. They have closed it out as a COMPLETED claim, but that is a lie. This company is a complete scam.Initial Complaint
10/05/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased travel insurance on 7/16/2021 for a trip to New Orleans, LA. My plan number is ************** and the amount of my tickets was $******. We canceled our trip due to hurricane Ida and the damage New Orleans sustained. I filed a claim with Allianz on 08/31/21. My claim number is **********. I received several emails over a 2 week period that my claim was being processed. My travel companions processed their claims ********** 2 weeks and submitted the same documentation. They received a refund 5 days later. I was advised that I would need to submit more documentation for further review. I contacted their customer service and was advised that the reason my travel companions claimed was approved was due to it being a lower amount. I provided documentation that the governor declared a state of emergency for New Orleans and my claim was still denied. My compliant is the claim was denied due to the amount and not the legitimate reason which I provided documentation.Business response
11/15/2021
Dear Ms. ******:
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 is a named perils travel insurance certificate, which means it covers only the specific situations, events and losses included in this document, and only under the conditions we describe.
The plan provided trip cancelation coverage for a number of reasons. Unfortunately at this time according to the file, the cause of the loss was not one that would trigger trip cancelation coverage. It appears that the traveling companions claim should not have been approved. I would encourage the consumer to contact the Appeal Department *********************************** * for further resolution.
If the consumer has any additional questions or concerns, the Claim Department can be reached at *************
Sincerely,
Kalinda H*****
Claims Escalation Examiner
**** ******* ***** ********* ******** ***** *************************Initial Complaint
10/05/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I filled a claim August 30 due to a trip interruption ,due to hurricane ida, with documentation. It states on the site that it takes 7-10 days to process but may take up to 30 days. After nearly 3 weeks with no phone call or email I reached out several times and was finally told that one document was missing which i submitted the same day. I was told if anything else was needed that i would be contacted however i was never contacted initially. I call every other day and receive a different response stating it's being processed and we are busy. However it is beyond the 30 days as it states on the website and if I'm being told if everything has been received then how is it that no decision or refund has been made. This is my first time taking travel insurance and at this point I feel it's a scam and will never do it again. I have been hung up on by the agents and transferred to different agents that say different things. I call every other day for the last week and no resolutionBusiness response
11/15/2021
Dear Ms. ******:
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 is a named perils travel insurance certificate, which means it covers only the specific situations, events and losses included in this document, and only under the conditions we describe.
The plan provided trip cancelation coverage for a number of reasons. Unfortunately, the cause of the loss was not one that would trigger trip cancelation coverage. The policy excluded coverage for any loss related directly or indirectly to any events that were known at the time of purchase. According to the documentation on file, the weather event was already known when the policy was purchased. The consumer was sent an email advising of the claim decision.
I regret that we were unable to provide the consumer with a more favorable outcome. If the consumer has any additional questions or concerns, the Claim Department can be reached at *************
Sincerely,
Kalinda H*****
Claims Escalation Examiner
**** ******* ***** ********* ******** ***** *************************Initial Complaint
10/05/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought flight insurance in May 2021 for a wedding trip to Kansas City on Aug 13 2021. The wedding family came down with COVID and due to CDC advice I was unable to make the trip. Allianz refused my claim. When I purchased the insurance they did not advise that COVID was an exception. They are also stating that I should have anticipated COVID. This is unfair business practice hiding behind COVID as an excuse for not providing protection and reimbursing me for my trip.Business response
01/17/2022
Dear Ms. ********:
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 is a named perils travel insurance certificate, which means it covers only the specific situations, events and losses included in this document, and only under the conditions we describe.
The plan provided trip cancelation coverage for a number of reasons. Unfortunately, the cause of the loss was not one that would trigger trip cancelation coverage. The policy excluded coverage for any loss related directly or indirectly to an epidemic, due to this reason, any loss related to COVID 19 would be excluded from coverage. For that reason, we are unable to honor the claim for reimbursement.
I regret that we were unable to provide the consumer with a more favorable outcome. If the consumer has any additional questions or concerns, the Claim Department can be reached at 800-334-7525.
Sincerely,
Kalinda H*****
Claims Escalation ExaminerCustomer response
01/18/2022
I would like to see the specific language regarding an epidemic. I did not see it when buying the insurance. That was my main reason for buying the insurance. Otherwise, I had no reason to anticipate not being able to make the trip. Also, the Federal government has reprimanded the industry for not providing refunds to fliers who had to cancel due to COVID 19.
Initial Complaint
10/05/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought insurance for 4 concert tickets at Indian Ranch in Webster Ma. Concert date was 8/26. My friend tested positive for covid so her and her spouse had to cancel. I submitted the claim along w the positive covid letter (excluding her name) to Allianz on 8/16. They have sent me 4 emails stating claims taking longer than usual. I have attempted to email them and it is a bogus email address. I finally got someone on the phone today after 30 min hold time. She states that they need the letter to have my friends name on it! This is a complete hippa violation and should never be requested. Truthfully, i did not even need to provide them w a reason. Anyway, i blew up on her and she hung up on me. I feel that this is a fraudulent company and something needs to be done about this! Thank you. The dollar amount is approx $***Business response
11/15/2021
Dear Ms. ******:
Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused. I have forwarded the consumers complaint to the management team for review.
Our records indicate that the claim has been pending for verification of the incident that caused the loss. As some medical conditions are excluded from coverage, verification of the condition is required for all medical claims.
Unfortunately, without this documentation, we are unable to finalize the claim. Once its received, we will process the claim for review.
Sincerely,
Kalinda H*****
Claims Escalation Examiner
**** ******* ***** ********* ******** ***** *************************Initial Complaint
10/05/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
My daughter ******* ********** purchased Dan & Shay concert tickets on 1/4/2020 using my credit card. The original concert date was 3/13/20 when Covid-19 hit and everything was cancelled and shut down. We purchased insurance via Allianz ************** Thank you for adding Event Ticket Insurance to your order. You will be billed $***** separately by Allianz Global Assistance. Unable to track our claim, comes up as not found. Reached out to Allianz and ************ to cancel 2 tickets prior to Concert date of 9/10/2021. Requested a refund for 2 tickets, sent emails, went thru websites, called both companies, but unable to reach anyone or get a resolution. Phone calls are unanswered. This is very frustrating.Business response
11/15/2021
Dear Ms. ******:
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 is a named perils travel insurance certificate, which means it covers only the specific situations, events and losses included in this document, and only under the conditions we describe.
The plan provided event cancelation coverage for a number of reasons. Unfortunately, we are unable to honor the claim for reimbursement. The insuring agreement did not provide coverage for the event being canceled or rescheduled. Also, any loss related to COVID 19 was not covered under the policy as the consumers coverage excluded any loss resulting directly or indirectly from an epidemic.
We are encouraging all consumers to contact the vendor for any change in refund policies regarding the cancelation/rescheduling of the events due to COVID 19.
I regret that we were unable to provide the consumer with a more favorable outcome. An email has been sent to the consumer advising of the decision. If the consumer has any additional questions or concerns, the Claim Department can be reached at *************
Sincerely,
Kalinda H*****
Claims Escalation Examiner
**** ******* ***** ********* ******** *****
www.allianzassistance.comCustomer response
11/17/2021
We bought Allianz ticket protection in case 1 or more attendees were not able to attend the concert BEFORE Covid happened. The world was turned upside down. Very frustrating experience to purchase and then be told later not covered due to a once in a lifetime pandemic. Basically you took OUR money and did not honor the ticket protection.
Needless to say, I am a VERY unhappy customer. and will not be recommending your company to anyone.
Regards,
******* **********
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Customer Complaints Summary
1,505 total complaints in the last 3 years.
362 complaints closed in the last 12 months.