Complaints

This profile includes complaints for Allianz Global Assistance's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Allianz Global Assistance

  9950 Mayland Drive Henrico, VA 23233

  
• 

  Allianz Insurance Company of Canada

  1500 885 W Georgia St Vancouver, BC V6C 2G2

• 

  Allianz Global Corporate & Specialty

  225 W Washington St Ste 1800 Chicago, IL 60606

• 

  Allianz Global Assistance

  P.O Box 90315 Richmond, VA 23230-9310

  
• 

  Allianz Global Assistance

  P.O. Box72031 Richmond, VA 23255

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/06/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Travel insurance was purchased from Allianz for a trip that was scheduled to commence on 7/22/2024. Due to the ************** Crowdstrike issues, the flight was cancelled. Subsequently, non-refundable accommodations and an activity were paid for and unable to be used.Because this is covered by the insurance policy through Allianz, a claim was filed on 8/8/2024.Over 20 supporting documents have been supported thus far. The status of the claim alternated between 'Document(s) Being Reviewed,' 'More Info Needed,' and 'Final Review,' then was moved back to 'More Info Needed,' with the online claim requesting documents that had already been provided.Upon calling Allianz on multiple occasions, and Allianz representative (*****) indicated that the claim had been erroneously closed during the week of 9/30/2024 with no explanation or additional information. The claim was reopened and is pending in 'Document(s) Being Reviewed.' Since it has been nearly 60 days since the claim was filed, credit card interest has been accruing.The desired resolution is that the claim is paid per the policy that was purchased as soon as possible.

  Business Response

  Date: 10/16/2024

  Dear **** ******, 

  Please find the attached letter detailing our review. 

  Sincerely, 

  ******* ********
  Claims Escalation Analyst Travel Claims, ***
  ****************************************************************************************
  ********************************************************************************

  Customer Answer

  Date: 10/22/2024

  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.
  
  This is unacceptable, as Allianz reimbursed $4,360.00 of a covered claim of $11,771.12.

  For the trip interruption portion, they reimbursed $3,430.00, which was a late charge for ******* Hotel for 1 night. This excluded associated taxes on that were charged in the amount of $616.10.

  Another covered item that was excluded was surf lessons / tour, totaling $534.02.

  There were additional covered accommodation expenses that were excluded in the amount of $7,191.00 that were not paid.

  Is Allianz reviewing the correct claim? The letter from Claims Escalation Analyst ******* ******** is addressed to a **** ******.

  We are seeking the additional $7,141.12 in covered expenses that occurred which have yet to be reimbursed.

  Additional claims will be submitted for these items that were not appropriately reimbursed, in addition to multiple additional items that have since been incurred as a result of ************** not having covered them, including additional hotel accommodations, transportation, and meal expenses.
  
  Regards,
  
  *** *******
  

  
  

• Initial Complaint

  Date:10/04/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Complaint Regarding Document Request by Credit Card Benefits for Flight Cancellation Claim To Whom It May Concern,I am filing a complaint against Credit Card Benefits regarding their handling of my claim for a canceled ******* flight. I am struggling to obtain necessary documentation, specifically a letter from ******* stating my flight was canceled and the reason for it.Complaint Details:Flight Cancellation Confirmation: ******* confirmed via chat that my flight was canceled and refunded my flight charges. However, they cannot provide the official document requested by Credit Card Benefits, as the specific reasons for the cancellation are known only to airport staff.Request for Documentation: Despite explaining ******** inability to provide the document, Credit Card Benefits continues to demand it. This has caused significant frustration and delays in processing my claim for reimbursement of additional expenses, including hotel cancellation charges and transport costs (bus and train tickets).Lack of Alternatives: Credit Card Benefits has not offered any alternative solutions for proceeding with my claim without the requested document, despite my attempts to communicate the issue.Desired Resolution:I seek assistance in resolving this matter. I request that Credit Card Benefits acknowledge Ryanairs confirmation of my flight cancellation and process my claim without the requested document, as I cannot obtain it. I urge them to accept the chat screenshot as proof.Attached Documents:Hotel Invoice (cancellation charge)Bus Ticket Invoice Train Ticket Invoice Chat screenshot confirming flight cancellation Thank you for your attention to this matter. I look forward to your assistance in resolving this issue.Sincerely,******* ***** ************ Claim Number ********** - Trip Cancellation Claim Number ********** - Trip Delay

  Business Response

  Date: 11/07/2024

  Please find the attached letter as a response to the filed complaint.

  Customer Answer

  Date: 11/07/2024

  [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

  Date:10/04/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought travel insurance from Allianz together with an American Airlines ticket on August 20th. Trip was scheduled for January 2025. On September 2nd I cancelled the trip and the policy. Called Allianz to cancel the policy Plan EUSP2437164521. I was told the refund would be processed to the same card I used as form of payment. To date I have not received the money back. I completed the online form for support, no response. I called Customer ********************** today and was told to send an email without any further explanation. Seems to be very complicated to get a refund for $ 28 from Allianz.

  Business Response

  Date: 10/09/2024

  Dear **** ******, 

  Please find the attached letter detailing our review. 

  Sincerely, 

  ******* ********
  Claims Escalation Analyst Travel Claims, ***
  ****************************************************************************************
  ********************************************************************************

  Customer Answer

  Date: 10/09/2024

  [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 response from  the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will confirmed with my financial institution that the credit will be posted to my account. However, ********************** could have provided better customer **********************.
  
  Regards,
  
  ***** Sajon ******
  
  
  
  

• Initial Complaint

  Date:10/03/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought and paid for Allianz Travel Insurance aka Allianz Global Assistance on January 06, 2024,policy number: EUSP2389192077. The date of travel was Aug 7 to September 5. During the trip I had Kidney pain which was related to Kidney Stones. There was Trip Interruption and Medical Expense which was supposed to be covered by the insurance. I had to cut short my trip and returned back home August 31, 2024 I filed a claim on September 3rd 2024. Case number : 0010172034-002. The decision should be given ***** days after filing. Today is October 3rd. I have called them several times and have asked to talk to a supervisor, but they said they will call me back by never call me. They need to pay me for my expense and losses to my claim.Allianz Phone Number is **************

  Business Response

  Date: 10/23/2024

  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

  Date:10/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a cruise in May 2024 for an 14 day excursion leaving 8/24/2024 on the **** Gugain and purchased travel insurance that covered Covid through **** *******. My husband and I both got Covid right before the trip and had to cancel Our trip. The customer ********************** agent on **** gaguin suggested that since I called on Monday we should be able to travel on Friday. I told her we were still contagious and it wouldnt be wise if we traveled because it would infect the entire ship.I filed a claim with the insurance company and provided proof that we both tested positive for Covid along with a doctors form. I have provided them so many documents it is unbelievable. Its pretty cut and dry. We booked a trip, purchased trip insurance that included Covid coverage, came down with Covid and they still wont pay out. Were talking a lot of money here and expect reimbursement.Allianz claim numbers: 0010136167-001 and 0010136168-001 They will not provide me with an answer as to why they closed the claim with zero reimbursement. I called **** gugain and told them the insurance wouldnt pay. They directed me to email customer ********************** who replied they could not help me, but to contact Allianz customer **********************, which I have done multiple times I consider this fraud, what are my options at this point to reclaim the money they wont give back. To me.

  Business Response

  Date: 10/08/2024

  Dear Tara Toddes, 

  Please find the attached letter detailing our review. 

  Sincerely, 

  Tabatha Reynolds
  Claims Escalation Analyst · Travel Claims, USA
  9950 Mayland Drive, Richmond, VA  23233
  [email protected]

• Initial Complaint

  Date:09/30/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  06/2024 I opened a case due to I got a blood clot on my kidney so i had to cancel my trip and I had insurance from my travel agent to cover all of the international travel expenses in 04/2024. My main flight from ** to ****** has already been covered. But I bought a policy to cover other international travel expenses. I am due back 3 hotels 2-3 nights (******, ***** and ****************) each on different places in ******. (************, *********** and ************.)3 international flights for me and my daughter (2 tickets to ***** to ************* and 2 tickets from ************* to ****** to catch the return American Airlines flight home.They have copies of all original expenses, hotels all non-refundable and copies of cancelations.I have been calling and asking for refunds. They only reimbursed me for a train ride from ****** to ***** approx. $400 and all other expenses were about $3,000 plus. They have everything they need (original receipts with non refundable and examples of where i cancelled all cases. Case worker is ******.(first name). they would not give me a last name nor a manager of any site. I have called 20 times over the last 90 days and they keep making record of my case and not finishing it. They have all documents they need and where I got sick. I feel like this company is a scam. They keep running me in circles and I am due my money back. I have even asked for them to call me back and I had no response. This company is a scam. I really need the money back due to me. I paid for policy and due back reimbursement.

  Business Response

  Date: 10/10/2024

  Dear Tara Toddes, 

  Please find the attached letter detailing our review. 

  Sincerely, 

  Tabatha Reynolds
  Claims Escalation Analyst · Travel Claims, USA
  9950 Mayland Drive, Richmond, VA  23233
  [email protected]

• Initial Complaint

  Date:09/27/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased travel insurance for our trip to ******. While in ****, one of the people in the party had their wallet stolen with all of their cards, ID, and passport. After looking at our policy, it was unclear as to whether this would be covered under Trip Interruption or Trip Delay (since stolen passport appears in both sections) which does have a significant impact on the amount of money that is covered so we called in and talked with a few different representatives. The first couple of people we talked to said they were "pretty sure" it would be covered but since we wanted to be sure before spending thousands of dollars, we kept calling in until we could get a definitive answer. The final person we talked to before proceeding did seem a little confused and refused to transfer our call to someone who could tell us for sure. The best she said she could do was have someone call us back in 24-48hrs which didn't help for our flight leaving in 12 hrs Near the end of that call, when we said we needed to book our flight and we needed to know for sure one way or another she then said multiple times that in this situation, Trip Interruption and Trip Delay were the same. We then confirmed with her again asking if this meant we were covered up to $10,000 to which she say "yes". We have since requested and have the recording of this call.After submitting our claim and being denied, we appealed the decision and were denied a second time without much explanation - just being told our policy didn't cover it. We have since been sent a cheque for $600 instead of the $6500+ we had submitted.I feel Allianz should be liable for what their agents say. If they say something will be eligible, regardless of whether they are right or not, the company should stand behind the statement. I am cashing the $600 cheque for now but will continue to pursue this as far as I can until Allianz does the right thing.

  Business Response

  Date: 10/08/2024

  Dear **** ******, 

  Please find the attached letter detailing our review. 

  Sincerely, 

  ******* ********
  Claims Escalation Analyst Travel Claims, ***
  ****************************************************************************************
  ********************************************************************************

  Customer Answer

  Date: 10/09/2024

  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. The link/URL provided in their response (*******************************************************************************) does not exist and the described action I'm to take on their website doesn't apply. There is a contact area at ****************************************************************************** but I'm unsure how this pertains to my complaint. Is this Allianz dodging me yet again or do I need to re-submit an entirely new complaint using a different business/address?
  
  Regards,
  
  **** ******
  
  
  
  

• Initial Complaint

  Date:09/27/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Throughout 2024, I have had 4 separate claims with Card Benefit Services (***). I myself am a licensed attorney and insurance adjuster. I have never experienced the level of incompetence and delay tactics exhibited by this business ever in either my professional or personal life. *** - who has apparently lost its contract with **********, which is how I have the insurance - demonstrates the following tactics: falsely claims you havent submitted documents you have submitted; waits to tell you your submission is inadequate in some fashion - often incorrectly - until the end of the timeline they have to reply under the law or doesnt reply at all, understaffs their phone number making it frustrating and difficult to get through to a live person, denies you the ability to submit a seperate claim online when one is already pending and provides URLs for claim submissions that dont work. While 1 of my 4 claims has been resolved, 3 remain unresolved. For 2 of these unresolved claims - delayed luggage and lost luggage seeking approximately $4,600 - *** ignored the submissions and now claims they cant find the claim with information provided. I am seeking resolution through BBB with a *** representative that will not engage in these tactics. Case ids ******* and *******, and Claim Number 0010138160-001 are the 3 matters that remain unresolved.

  Business Response

  Date: 10/07/2024

  Please find the attached letter as a response to the filed complaint

  Business Response

  Date: 10/21/2024

  Please find the attached letter as a response to the filed complaint. 

  Customer Answer

  Date: 10/21/2024

  [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

  Date:09/27/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 49er tickets and alliance insurance. 1 day before the event, I called Allianz insurance that I had Covid. Took a home test and was positive. Could not see a doctor because I just moved to a remote ****** town and our one car was not working. Nearest hospital or urgent care is 2 hours away and there are no Ubers. I asked the *** if I could still get reimbursed for my 49er tickets , given my situation. Also, I could have sold my tickets for 90% of value on Ticketmaster. The *** reassured me to file a claim and that I would be refunded. So I forgone selling my ticket, thinking it would refund at 100%. But now the refund **** is giving me a hard time. Claim # *******-001

  Business Response

  Date: 10/08/2024

  Dear Tara Toddes, 

  Please find the attached letter detailing our review.

  Sincerely, 

  Tabatha Reynolds
  Claims Escalation Analyst · Travel Claims, USA
  9950 Mayland Drive, Richmond, VA  23233
  [email protected]

• Initial Complaint

  Date:09/26/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased travel insurance from them for a trip on 8/28/24. We got in a car accident on the way to the airport that caused us to miss our trip. I submitted all documentation AND a written statement as directed by a representative and my claim was closed without any communication to me and without any reimbursement.

  Business Response

  Date: 10/09/2024

  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 Answer

  Date: 10/09/2024

  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 spoken to both ****** and **** over the past week and was advised by both that I needed to submit an email from the drive service that an accident occurred. I received and submitted it. We did not go to the hospital from the accident scene so there is no hospital forms, had I known that I would have to jump through these hoops, I would have sought medical care. 
  

  This is the third time I have produced more information that your company has asked me for. You have the travel itinerary in the initial set of docs I sent.

  
  Regards,
  
  ******** ********