ComplaintsforAllianz Global Assistance

• Initial Complaint

  10/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Aug. 13,2021, I purchased two concert tickets to see Lady A in Orange Beach, FL. ($***) + ($**.) for insurance. On Aug 16, even though I had had both COVID SHOTS, I tested positive and became very ill. I was able to get the infusion treatment at the hospital on the night of Aug.17. I am trying to recoup my money. I sent the tickets to Allianz. Later, I was told I had to send documentation from the hospital - which I did. It has been three months -- saying I need more documentation. Why would I spend $***., if I had not planned to go. I call and you are put on hold - saying " there are a number of claims they are working on." Now I understand why, Today I was on hold for 30 min. They want you to hang up. I can't upload the paper from the hospital; I can mail a copy.

  Business response

  11/15/2021

  
  Dear Ms. ******:
  
  Thank you for forwarding this matter to my attention.
  
  Please have the consumer provide the policy or claim number so that we may address their concerns.
  
  Sincerely,
  
  Kalinda H*****
  Claims Escalation Examiner
  
  **** ******* ***** ********* ******** ***** *************************

• Initial Complaint

  10/04/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased travel insurance through this company as a just in case policy. Turns out I needed to cancel my trip due to emergency surgery. This was back in July. On July 23, 2021, I filed a claim with Allianz. Claim number **********. And was told it would take up to 30 days to have a resolution. I gave them all the necessary paperwork and whatnot to move the process along. In August I reached out. We need more time. September. You will have an answer in five business days. That was over two weeks ago. It is now October 4th. Still nothing. I paid for this insurance for protection from my trip. I am 100 percent entitled to a refund based on their guidelines. I provided all the correct information. And now...I still dont have a refund. What a rip off! A scam. Terrible business practice.

  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 records indicate that the claim was paid on 10/13/2021.
  
  Sincerely,
  
  Kalinda H*****
  Claims Escalation Examiner
  **** ******* *****
   Richmond, Virginia *****
  *************************

• Initial Complaint

  10/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a hotel threw ********* to ******* Hotel Miami on May 14, 2021. Right before you complete your booking it ask "would you like to add insurance" I click yes for insurance threw Allianz Global Assistance. Within the details of the insurance it guarantee a 100% refund in the event of a occurrence. Fast forwarding to the incident, we arrived at the terminal about 45 minutes early. As I am waiting to board my plane, I received a email notification from ********* stating that my flight was updated and changed, there was no way I could make it to the next terminal in time but I still tried. Once I got to the new updated terminal the plane had just left. I missed it by 3 minutes. I immediately called Allianz to tell them what happened they opened a claim and I am still trying to get my refund as of today 10/3/2021. I have spoke with 15 different representatives, sent 23 emails. Every response is "please send supporting documents" I have sent the same supporting documents 23 times.

  Business response

  01/15/2022

  
  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 lodging cancelation coverage for a number of reasons.  The reason the consumer has listed - cancelation of the scheduled flight by the airline- is not a named peril under the plan unless it is due to one of the covered reasons below:

  
  Your travel carrier cannot get you to your original itinerary’s destination for at least 24 consecutive hours
  from the originally scheduled arrival time due to one of the following reasons:
  A. A natural disaster;
  B. Severe weather; or
  C. A strike, unless threatened or announced prior to the purchase of your policy.

  
  Currently, there is nothing on file to indicate that the loss was due to a covered reason as listed above. As both parts of the trip were purchased thru Priceline, we do encourage the consumer to contact them for any refund/credit that may be offered. 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 Examiner
  
  

  Customer response

  01/18/2022

  In the beginning of the complaint ********* was the first person I contacted. They advised me that the insurance is covered threw Allianz, ********* just process the payment and that I will have to contact the provider (Allianz) for a credit because there is nothing they can do on there end. 

  
  

• Initial Complaint

  10/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Allianz Gloabal assistance denied my claim filed on 9/28 stating that my " entire trip was used" despite the fact that attached documents support otherwise. Please see supporting documents.

  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 in full on 10/12/21.
  
  Sincerely,
  
  Kalinda H*****
  Claims Escalation Examiner
  
  **** ******* ***** ********* ******** ***** *************************

• Initial Complaint

  10/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Since last year we are trying to get reimbused by the expenses we had due to a shock my baby had during a trip. We were returning from an International Travel and in Miami, more than 200miles away. he shocked and got purple. We called 911 and took him to the hospital where he spent the whole night. Also, we contacted Allianz to file a claim and did it. After that, they asked us for several documents. I provided everything needed but they kept sending the same automated email to require the same documents again and again and again. The last one was May 29 /21. I would like to be reimbursed for the expenses my primary coverage health insurance did not cover since this insurance is for travels. The claim numbers are ************** *** ****. ******* ******* ******* ***** ***** ********** ******* ******* ***** - Who got sick ***** ****** ***** ********** ******* - SPOUSE ****** ***** ********** ******* ******* _ DAUGHTER We needed to stay in Miami another day because of that.

  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.
  
  Our records indicate that the claim has been pending since April. At that time, the consumer was advised that we needed additional documentation to include:

   Full round trip ticket itinerary - this is the original itinerary 
   List of claimed expenses, their value, and the date they were incurred

  I have also set up a call back so that the consumer can be contacted by an examiner within 48 hours.
  
  
  Sincerely,
  
  Kalinda H*****
  ****** ********** ********  **** ******* ***** ********* ******** ***** *************************

   

• Initial Complaint

  10/01/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This complaint is against Allianz foreign call center. I have a very complicated situation and this call center simply doesn’t understand English. I ended up hanging up with these people. The call was going nowhere. Please have Allianz call me ************  Claim #***********

  Business response

  11/15/2021

  
  Dear Ms. ******:
  
  Thank you for forwarding this matter to my attention.
  
  I have forwarded the consumer’s complaint to the management team in the Claim Services Department.  We will also be contacting the consumer within 48 hours to address his concerns in regards to the recovery process. 
  
  Sincerely,
  
  Kalinda H*****
  Claims Escalation Examiner
  
  **** ******* ***** ********* ******** ***** *************************
  

• Initial Complaint

  09/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought insurance for concert tickets back on 12-16-2019. This year the insurance term ran out and they are required to issue a refund. The card that they are requiring the refund to go back to was closed due to being compromised and has fallen off the banks system completely. There for there is no way for them to issue a refund to that card. They are not willing to cut me a check or put it on another card. We have been dealing with this for several months through email and phone with no resolution.

  Business response

  11/15/2021

  
  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.
  
  Sincerely,
  
  Kalinda H*****
  Claims Escalation Examiner
  
  **** ******* ***** ********* ******** ***** *************************

• Initial Complaint

  09/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased event ticket insurance, ticket total was for $***, they refunded only for 1 ticket even though in my claim I noted ***/each for total of 2 tickets. I don't have access to that as the claim was filed online and they don't provide a copy of the questions I answered. They still owe $***, however I have contacted them so many times and called. Everytime I call I am on the phone for at minimum 1 hour with no questions answered. I provided additional proof of ticket total to them and still no refund. The event was in July and this is still not resolved. Please any help would be appreciated.

  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 records indicate that the claim was paid on 10/12/2021
  
  Sincerely,
  
  Kalinda H*****
  Claims Escalation Examiner
  **** ******* *****  ********* ******** ***** *************************

• Initial Complaint

  09/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchase travel insurance on a trip I had planned to go to this past June they made me go through a whole claims process submitting documentation from my doctor and everything else just to tell me that pregnancy was not covered under their insurance which is not stated on their site nor in the description when I purchased the policy!

  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 normal pregnancy.  If there was a complication that caused the cancelation of the trip, the consumer may send in verification of the condition for additional review.
  
  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
  
  **** ******* ***** ********* ******** ***** *************************

  Customer response

  11/16/2021

  I apologize I must have read the email wrong the first time I replied! I don’t see why pregnancy wouldn’t be covered as a reason for cancellation the trip that I was taking was to Costa Rica to have a plant medicine ceremony with  Ayahuasca, you cannot participate if you are pregnant. 

  
  

• Initial Complaint

  09/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Aug. 3, 2021, I paid $*** US for an annual travel insurance policy for an upcoming international trip. My card was promptly charged, and I was given policy number ************** and told it was active. I could not download the policy; when I attempted to download the policy, I was told there was no such policy. I've spent over 7 hours on the phone with Allianz and exchanged several emails with them. They all tell me that I have no policy by that number and they do not even offer to further investigate the matter. I have retained the emails and Allianz has not responded to my last email. I had to purchase another single trip travel policy due to Allianz not properly handling my original policy; that additional policy was purchased from Allianz. Allianz won't acknowledge my emails or further investigate the matter; I'd like my annual policy activated effective today, and a refund for the supplemental policy I purchased due to their mistake. I am a veteran; US Army.

  Business response

  11/15/2021

  
  Dear Ms. ******:
  
  Thank you for forwarding this matter to my attention. We apologize for any frustration the cancelation process may have caused the consumer.
  
  We have escalated the consumer’s complaint to the management team in the customer service department. The consumer will be contacted when the review is complete.
  
  
  Sincerely,
  
  ******* ******
  Claims Escalation Examiner
  **** ******* *****
   Richmond, Virginia 23233
  www.allianzassistance.com
  

  Customer response

  11/16/2021

  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.
  
  Allianz still cannot get this right. I did not ask for a cancellation, nor did they cancel anything. They charged me for a policy: they did not issue the policy, and when I call or email them, they still say no policy exists. I’ve sent them a receipt for the charge they put on my card. They have a copy of their own website showing a policy being issued.  I asked them to either issue the policy or issue a refund. This is a perfect example of how not to run a business. Allianz is only about pocketing money and not providing what why promised.  
  

  Are they really this incompetent?
  
  Regards,
  
  ******** *******
  
  
  
  

  
  

  Business response

  04/04/2022

  Dear Ms. ********,

  In the email the consumer referenced he wanted the supplemental policy canceled, this is what was referenced in our response to the consumer in which he in response advised he did not mention canceling a policy.

  In regards to the annual policy, the consumer will be contacted within 24-48 hours by a member of the management department in sales.

  Sincerely,

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

  Claims Escalation Examiner

  
  **** ******* *****
  Richmond, Virginia 23233
  www.allianzassistance.com

  
  

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