ComplaintsforAllianz Global Assistance

• Initial Complaint

  09/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They are trying to tell me their policy does not cover my reason for requesting a refund and it clearly states that it does

  Customer response

  09/23/2021

  I would like the company to refund my concert tickets because my sister has a pre existing medical condition weakening her immune system. she cannot be out during this pandemic and it is advised by her doctor she cannot go. The policy I bought for the insurance provided by Allianz clealry states that they do in fact cover pre exisiting medical conditions- and the night supervisor Hector H. told me that they surely did not despite me reading him the policy attached to my account. 

  Business response

  01/12/2022

  
  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. Unfortunately, we are unable to overturn the decision at this time. While any loss resulting directly or indirectly from epidemics are excluded from coverage, this benefit did not provide coverage for the cancelation of your event due to risk of contracting or health concerns from a virus outbreak regardless of the classification. 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.   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
  

• Initial Complaint

  09/21/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I bought "full reimbursement" flight insurance for $***** from Allianz on 7/22/21 to cover an ******** ******** round trip flight for business meeting departing 8/15/21 and returning 8/20/21 costing $******. Origination: Panama City, FL / Destination: St. Louis, MO. Due to outbreak of Delta variant of COVID-19 in Missouri, on 8/5/21 our company cancelled the meeting. ******** ******** would not refund flight, so I filed a claim 8/6/21 with Allianz to recover the $******. I provided Allianz all required documentation by 8/9/21 and have yet to be paid the $******.

  Business response

  10/11/2021

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

  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. The purpose of your travel being canceled was also not a named peril under the policy.  For those reasons, 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 *************
  
  Sincerely,
  
  Kalinda H*****
  Claims Escalation Examiner
  
  **** ******* ***** ********* ******** ***** ***************************** ** *** *******

  Customer response

  11/15/2021

  I have reviewed the offer made by the business in reference to complaint ID ******** and feel they’re guilty of deceptive business practices. That being said, it appears the fine print of the insurance policy resolves them of any responsibility regarding payment. Consider the complaint closed but not forgotten. Please make sure complaint is well displayed on the BBB website so future customers will be forewarned.
  
  Regards,
  
  **** *****
  
  
  
  

• Initial Complaint

  09/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I added insurance for soccer tickets I bought in February, as I understood there would possibly be storms. When flood warnings did occur, in Austin, we were unable to go due to needing to stay home for safety. Calling Allianz the first time, they had no record of our tickets, the amount, the information, and the person told me I needed to call the ticket provider first. Talking with the provider and viewing their fine print, they advise they never give refunds. Called back, and supposedly created a case, did not receive any info, called back and a lady finally helped me create a ticket. Emailed documentation, didn't hear back for several weeks, and was sent a link to provide more documentation. September 9th I receive another email to submit records again, it is now 6 months, they advise that the resolution would be in a certain time period. This is mismanagement, misrepresentation, and lack of accountability by the company. Emailing them advises their email box is full.

  Business response

  01/12/2022

  Dear Ms. ********:
  
  Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused.
  
  The consumers policy covered the following:

  A weather emergency occurs within 24 hours of the event, and it is not cancelled by the venue.

  The claim records indicate that the claim has been pending since July 8, 2021. At that time, the consumer was advised that we needed verification of the incident that caused the consumer to cancel the attendance to the event. Once received, we can finalize the review.
  
  
  
  Sincerely,
  
  Kalinda H*****
  Claims Escalation Examiner
  
  

  Customer response

  01/12/2022

  I have provided the documentation several times, at this point the company is putting an undue burden on the consumer.
   
  
  
  
  

• Initial Complaint

  09/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  There are numerous choices for Allianz on here and I assume it's due to how shady they are. I bought tickets through ****** ****** and got the extra insurance in case I couldn't make it as it was in Alabama and I'm in Ohio. The show was July 3rd, today is Sept 20th and I've been trying to get my claim resolved the entire time. I've jumped through every hoop they've given me and I've been only told to keep waiting now and the original wait time after all documents were in was quoted at 10 days and it's turned into months. They have continually given me the run around. I can't believe ****** ****** actually uses this company on their website as a main issuer to handle their 3rd party insurance, it feels like a really bad joke.

  Business response

  01/12/2022

  
  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 yesterday 1/11/2022. The insurance premium is not a refundable expense and the claim has been paid up to the limit of coverage.
  
  Sincerely,
  
  Kalinda H*****
  Claims Escalation Examiner
  

• Initial Complaint

  09/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been reaching out to this company regarding my refund since August 29, 2021. I bought tickets for Day N Vegas, but to festival stated that we had to be fully vaccinated to attend. Day N Vegas refunded me back for my tickets, the insurance company has failed to refund me back. I’ve emailed and called several times. It’s September 16 and still no refund. I just want my money back in an orderly fashion. I’ve been extremely patient with this company about my refund. I just want my money back. $****** to be exact.

  Business response

  10/04/2021

  
  Dear Ms. ******:
  
  Thank you for forwarding this matter to my attention. We apologize for any frustration the cancelation process may have caused the consumer.
  
  Our records indicate that the policy was canceled and refunded on 9/24/21.
  
  Sincerely,
  
  Kalinda H*****
  Claims Escalation Examiner
  

• Initial Complaint

  08/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Claim number ********** originally filed the claim in May and filed an appeal in June. I have consistently been calling Allianz and all they can ever tell me that it is under review with my latest follow up July 30th and I have yet to receive a response or return phone call. My job with the company I work for 15 years closed the department in Memphis, TN and I was reassigned to Washington, D.C. doing the same job with the same company just in another state. It was either not have a job or relocate. In reading my policy my situation is definitely covered by the policy that I paid for in full. The position is the same position I held when I purchased the trip and policy it just now in a different state. I would like for Allianz to honor the policy paid for as my situation is covered provision in the policy. Not just ignore me and hold what is due to me hostage in the hopes I will get tired and go away and forget it. Because that is and will not happen. Thei are practices is unfair

  Business response

  10/05/2021

  
  Dear Ms. ******:
  
  Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process may have caused the consumer.

  I have reached out to the department handling the consumers claim and received the following notice that the claim still needs the following items:

  -Proof of payment for trip expenses
  -Invoice & penalty refund information from travel supplier
  -Direct supervisor verification of relocation
  

  Once that documentation is received, the review will continue.
  
  
  Sincerely,
  
  Kalinda H*****
  Claims Escalation Examiner
  **** ******* *****  ********* ******** ***** *************************

  Customer response

  10/25/2021

  Hello,

  I reject the consumers  explanation in the response as it is not accruate. I have submitted the requested documents not once but twice this is just another ploy to prevent them honoring the coverage that I paid for within the guidelines of the policy. 

  I have sent them the following documents when I originally filed the claim and again in August. 

  1. The trip invoice reflect it was paid in full

  2. My w-2

  3. Receipt of payment

  4. Letter from employer

  5. Check stub

  6. Copy of moving company invoice

  
  

  Now what else do they want  me to submit a. Vital organ or blood.  This is unfair they no problems with taking my money but want to give me the run around to honor a policy in which they wrote and offered coverage for. At this point, I am very frustrated and at the point I want to file a lawsuit as it cost me more money to do so but it is just the principle. Allianz offered coverage inporkvide what they requested and they should honor the policy as stated. This is very unethical business they are conducting.

  
  

  
  

  Business response

  02/09/2022

  
  Dear Ms. ********:
  
  Thank you for directing this matter to my attention.  I apologize for any frustration the claims process may have caused the consumer.

  The consumer was called and advised of the documentation needed. As were are unable to verify the claim, again, the following documentation has been requested. Until the below information is received, we will be unable to verify the claim and finalize it. The claim is under management review for verification of documentation.

  A letter from your employer verifying the employer transfer.  This needs to include verification of your job relocation and an updated telephone contact number for reaching your supervisor.
  
  Proof of payment for your trip costs (original trip costs). Acceptable proof includes credit card statement or a copy front and back of cancelled check(s).
  
  Verification from travel supplier on their letterhead regarding any refunds received.
  
  Verification of travel supplier's penalties or copy of literature describing penalties.
  
  A copy of the trip invoice.  Based on the type of claim you are filing, this may include an invoice(s) for tours, lodging, airfare, cruise costs, and other transportation costs such as an e-ticket itinerary.

  Once the documentation has been received (the consumer may also send the documentation to the BBB) our review can conclude.

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

   

*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. ↩