Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/19/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
My claim # is **********. I have filed all my required paperwork for my claim of nearly $***. I got a voice mail from Harley on 10/7/21 stating that she processed my claim and I would have my money direct deposited within 5 days. I have not received it or any communication from them. I want the money in my bank by this Friday.Business response
11/16/2021
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 10/22/2021
Sincerely,
Kalinda H*****
Claims Escalation Examiner
**** ******* ***** ********* ******** ***** *************************Initial Complaint
10/19/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased concert tickets and during the checkout there was an option to add insurance to get "ensure" a refund for the tickets in case you could not make the event for any reason. I purchased the tickets and insurance in case of worst case scenario. The fine print is provided if you actually need a refund (aka when a case is file/opened). Their process to review takes MONTHS (this is not including the final decision) because each inquiry or request for status "pushes you back into a queue" for them to review. Having to drive 6 hours to the event, we were not able to make the event due to severe traffic. I have yet to receive my refund due to not having "supporting documentation" regarding TRAFFIC. The advertisement for refunds is MISLEADING.Business response
11/16/2021
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,
******* ******
Claims Escalation Examiner
**** ******* *****
Richmond, Virginia 23233
www.allianzassistance.comBusiness response
02/24/2022
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 event cancelation coverage for a number of reasons. One of the covered reasons was: You or your event companion misses the event due to a traffic accident or public transportation delay en route. Verification of the event that caused the cancelation is required for all claims. As the consumer was not taking public transportation, then verification of a traffic accident would be needed.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,
******* ******
Claims Escalation Examiner
**** ******* *****
Richmond, Virginia 23233
www.allianzassistance.comCustomer response
02/26/2022
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.
******** ******* ** *** *** *** *** ********* **** **** ************
Regards,
****** ********
Initial Complaint
10/19/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I purchased tickets through TicketMaster for a concert that was to take place in September '20. With the purchase, I also purchased ticket protection insurance through the Allianz Global Assistance. The concert was postponed due to the pandemic until September '21 and upon learning of the date of the concert, I attempted to schedule off of my job. Unable to do so, and learning two weeks prior to the concert of the restrictions put in place for attendance, I filed a claim with Allianz Global Assistance under the ticket protection insurance and provided under supporting documentation that supports one of the INCLUDED reasons for a claim. The claim was filed on 9/2/2021 and I was told I would receive a resolution within 30 days. After 30 days, I called Allianz Global Assistance and was given the runaround... followed by that a decision would be made on my claim in 5 business days. On 10/19, after waiting more than the 5 business days, I called again and was told no timeline could be givenBusiness response
11/16/2021
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 consumer's claim was paid on 10//24/21.
Sincerely,
Kalinda H*****
Claims Escalation Examiner
**** ******* ***** ********* ******** ***** *************************Initial Complaint
10/16/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased concert tickets on June 29th 2021. When I purchased my tickets I was offered to get insurance (plan number **************) in case the pandemic happened or was unable to go. Fast forward to September 2nd I found out I would be unable to attend the concert. So I called Allianz and made a claim ( claim number **********) the man I spoke to was Aaron. He assured me I would be able to get my money back minus the cost of the insurance which was $***** with my current plan. He then emailed me all the information which I filled out and submitted on the 2nd of September. They said it could take 30 days to review my claim which I saw no problem with. Then October 12th comes to find out they denied my claim when I was previously told and the website I bought my insurance from said it would cover this. The cost of my tickets were $****** minus insurance. I would advise anyone not to do any business with this company for deceptive trade practice. I just want my money back.Business response
11/16/2021
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, the cause of the loss was not one that would trigger event 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 was told that the cause of the loss was covered, an appeal can be filed by emailing ********************************** *
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
10/15/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I paid for travel insurance while buying a flight. The policy was a can cancel at any time for any reason. I filed a claim back in June 2021 , and as of October 15 I have not received anything except for emails 30 days apart requesting the same documents I have already submitted. Claim **************.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. This plan is not a cancel for any reason plan. Our policies provide coverage if Your or a traveling companion’s primary residence is permanently relocated by at least 200 miles due to a transfer by your or a traveling companion’s current employer.According to the documentation on file, the consumer is self-employed. We have not received anything from an employer, on letterhead with verification that the consumer was permanently relocated more than 200 miles. Due to this, we would not be able to honor the claim as the cause of the loss was not a named peril.
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
**** ******* ***** ********* ******** *****
www.allianzassistance.comCustomer response
11/18/2021
I provided my travel itinerary from company email showing that I was being relocated more than 200 miles. In fact, I provided both itineraries: the flight in question paid for with my credit card and the entire travel plan from the company sent to my company email. I do not know why you would go so far as to request my tax information to pay out a $*** claim.
Regards,
***** ******
Initial Complaint
10/14/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased tickets and ticket insurance through Ticketmaster for two Washington Football Team games (processed on 7/10/21 see attached). I filed a claim with Allianz when my household became quarantined with Covid (included Covid results and proof of payment). They indicated a 30 day wait because of volume. Today, I received a request for payment verification on one of the two claims and when I forwarded the info (again), I received a response that the site is full and not accepting e-mails. The same was the case when I called their 800 number. I have included their original response to my claim as well. I am looking for a resolution (refund) of $******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 10/18/21.
Sincerely,
Kalinda H*****
Claims Escalation Examiner
**** ******* *****
Richmond, Virginia *****
*************************Initial Complaint
10/13/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Dear whomever it may concern, I am a health care worker who was recetly exposed to Covid positive person who works with Me. The person popped positive at work on Monday 10/11/2021. According to the CDC guidlines I have to quarinteen for 14 days. I have a concert that I was planning to go to this weekend October 17th which was rescheduled cause 2 of the band people ended up covid postive. I had purchased the concert insurance with Allianz and tried to reach them multiple times due to the unique circumsatances I am in right now. I had every intention to attend the concert like the other concert that was resceduled due to the band people pulling up covid positive but since I am exposed it I do not feel comfortable going to it with the CDC regulations of 14 day quarantine. I do not want to be contributing factor in possible spreading this pandemic to the others knowing I am exposed to a positive person. I am getting no wher with the Allianz nor help from them.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
10/13/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Bought insurance from them and filed a claim and it has been well over a month and there is no response from them. Can't understand the people in claims. No supervisor there? Paid money for an event cancellation. Was exposed to COVID and was told I had to quarantine so I could not attend the event, which i submitted the documentation saying I was exposed. One lady said that I could only get my money back if it was positive. If I was exposed the day prior How on earth am I to know if I am positive? Can take up to 10 days.... And within those 10 days I can spread the virus to multiple people without knowing it causing issues for everyone.Business response
11/15/2021
Dear Ms. ******:
Thank you for forwarding this matter to my attention.
Please have the consumer provide the policy/claim number so that we may address their concerns.
Sincerely,
Kalinda H*****
Claims Escalation Examiner
**** ******* ***** ********* ******** ***** *************************Initial Complaint
10/12/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
On Oct 4th I purchased tickets to an event along with the Event Ins, which guarantees a full refund under certain conditions. I paid ***** for the insurance which was taken out of my bank account. Upon finding out that our daughter had been exposed to Covid at school and then testing positive, my husband and I also had to test, as we do live in the same household. Upon taking a rapid test on Oct 5th I received a positive test. At 1st my husband was negative but has since tested positive. I immediately emailed Ticket Smarter about the necessary steps for a refund but I was redirected to Allianz Global. Upon calling Allianz and giving the rep my name, number and email address I was told that I did not purchase a policy. I was then transferred to a supervisor by the name of Ryan who further conveyed the same info but asked for the card number I used to try and search for a policy. After giving him my card number I was placed on hold but he never returned. I've called 9 times, to be on holBusiness 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 Customer Services Department for further investigation. Once the review is complete the consumer will be contacted for an update.
Sincerely,
Kalinda H*****
Claims Escalation Examiner
**** ******* ***** ********* ******** ***** *************************Initial Complaint
10/12/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Date of purchase of coverage 8/29/2021 Coverage Effective Date 8/29/2021 Coverage End Date 11/7/2021 Policy Number: ************** Claim Submitted: 9/15/2021 Claim Number: ********** Date of Purchase of coverage: 7/15/2021 Coverage Effective Date: 07/15/2021 Coverage End Date: 9/25/2021 Policy Number: ************** Event Date: 9/25/2021 Claim Submitted: 9/15/2021 Claim Number: ********** Date of purchase of coverage: 7/29/2021 Coverage Effective Date: 7/29/2021 Coverage End Date: 8/2/2021 Policy Number: ************** Claim Submitted: 9/15/2021 Claim Number:********** 09/12/2021 injury to my right ankle causing me to go to the ER. I needed surgery. My surgery was on 9/17/2021. I provided all documentation, 9/15/2021, regarding the emergency surgery for the above claims. My inability to walk drive, or move, independently is uncertain. Claim ********** was submitted with the other claims and completed.Customer response
10/12/2021
Allianz Global process is 10 business days to review. My claim has been in review documentation status for almost 30 days. Requesting the supervisor streamline the company's process and procedures. Request BBB help in completing the action of my claims.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 consumers claims were paid in October, 2021.
Sincerely,
Kalinda H*****
Claims Escalation Examiner
**** ******* ***** ********* ******** ***** *************************
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1,474 total complaints in the last 3 years.
360 complaints closed in the last 12 months.