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Business Profile

Insurance Companies

Allianz Global Assistance

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Complaints

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

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Allianz Global Assistance has 14 locations, listed below.

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    Customer Complaints Summary

    • 1,215 total complaints in the last 3 years.
    • 277 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/12/2024

      Type:Order Issues
      Status:
      Answered
      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 I had to cancel my trip I gave all the information listed, and listed and requested, and re-re-quested, and re-re-re-quested.I have submitted everything needed to settle this claim.This money needs to be returned to me as was in the agreement

      Business Response

      Date: 08/21/2024

      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:08/12/2024

      Type:Order Issues
      Status:
      Answered
      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.
      June 19th my cousin in ********** passed away, my family said for us to buy plane tickets for services which I did at 4:30 pm that evening. My family then decided they were going to have services closer to home where she is originally from due to her 7 year old son having a hard time coping with the loss of his mother. I called JetBlue at 8pm that same evening to cancel and they stated because the trip was less than 7 days I can not get a refund through them but if I purchased trip insurance it will be covered which was also told to my credit card company by JetBlue due to filing a claim with them. It has been 2 months with no resolution. I have contacted the company multiple times and they keep telling me it is in review. When I initially filed the claim through Allianz I was told it would be completed in 10 business days.

      Business Response

      Date: 08/21/2024

      Dear *********************, 

      Please find the attached letter detailing our review. 

      Sincerely, 

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

      Customer Answer

      Date: 08/21/2024

      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 received the response from the BBB regarding my credit card dispute, this dispute was initiated due to the fact I havent heard anything from June from Allianz. My family had a death and I always use this travel insurance but thank god I have never had to use it until this time. Due to my husband being a police officer (understaffed) and myself a nurse at the *****************, it is not easy to take vacations. We booked this emergent and we had bereavement time from our workplaces.
      How do I go about getting a refund of $1800.00 from Allianz as well as a response? I have called several times with no response or resolution from the customer ********************** agents.  I have provided every bit of information. I have provided the death information from the church, the death write up and receipts. Please, let me know what I have to do to get some help from Allianz? 

      Regards,

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




    • Initial Complaint

      Date:08/11/2024

      Type:Order Issues
      Status:
      Answered
      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 via Allianz. They paid a portion of the claim, but did not pay the upgrade fees paid to American Airlines. I have provided documentation to Allianz but they have gone silent.

      Business Response

      Date: 08/21/2024

      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: 08/21/2024

      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.

      [Provide details of why you are not satisfied with this resolution.]

      Regards,

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




    • Initial Complaint

      Date:08/10/2024

      Type:Order Issues
      Status:
      Resolved
      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 a ticket at ************** May 27 for July 22nd 2024 for my daughter and I simultaneously acquired insurance "domestic passenger protection" policy : EUSP2418525979. The flight was cancelled though Allianz representatives strongly say that it was "delayed" (there was no flight the entire day!) Needless to say the inconvenience, the running around, changes of plan etc etc. In the end I acquired another ticket Jet Blue for $443. Although clause 10.B. i clearly states that if you buy alternate transportation they will pay up to the maximum (which is $ 350) They are denying the claim and acknowledge only $ 150!!! This nickel and diming is repulsive, ignoring all the troubles, lack of sleep (we knew by chance about the cancellation at midnight) is inadmissible!! I want TOTAL refund of the ticket I bought and Refund of the ***** flight that never happened.

      Business Response

      Date: 08/20/2024

      Dear *********************, 

      Please find the attached letter detailing our review. 

      Sincerely, 

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

      Customer Answer

      Date: 08/25/2024

      [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:08/09/2024

      Type:Order Issues
      Status:
      Answered
      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 a concert ticket with Ticketmaster back in June of this year 2024. The group canceled the tour. Ticketmaster is not refunding the cost of the ticket, but I bought ticket insurance from Allianz Global Assistance. They never emailed me my policy number. Ticketmaster has the information that I did buy the insurance. I cannot get a hold of them through a telephone or email. I have sent an email and they have not responded. I feel like theyre avoiding my email. The only information I have is the order number through Ticketmaster, which is: *******AGF. The insurance company should have this ticket order number to look me in their system. The ticket price that is covered by this insurance company is ******. That is what they need to refund me.

      Business Response

      Date: 08/20/2024

      Dear *********************, 

      Please find the attached letter detailing our review. 

      Sincerely, 

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

    • Initial Complaint

      Date:08/08/2024

      Type:Order Issues
      Status:
      Answered
      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 try to purchased event tickets from tickmasters and also insurance from Allyz listed on ticketsmasters website on 7/17/24 for event in ******************* for 7/20/24. Ticketmasters sold me tickets for 7/17/24 for WA **********, not for 7/20/24 for ************** I call Ticketmasters and Allyz could not help after 15minutes after the purchase was done to report was system error I call both business wont help also file with Allyz say cant help me or Ticketmasters please see pictures attached to this claim all wanted my money back for the wrong state event they sold me.$254.53 Ticketmasters $10.18 Insurance

      Business Response

      Date: 08/09/2024

      Dear *********************, 

      Please find the attached letter detailing our review, along with a copy of the associated policy. 

      Sincerely, 

      *******************************
      Claims Escalation Analyst Travel Claims, ***
      *******************************************************************************; 23233
      ********************************************************

    • Initial Complaint

      Date:08/08/2024

      Type:Order Issues
      Status:
      Answered
      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.
      There i a charge on my current Discover account, dated 8/1/24, in the amount of $164.06 charged by AGA Services Co. *** tried to contact them by phone, calling FOUR different numbers, all with the same recording stating that they are overwhelmed by phone calls, and to go to the website for assistance. 1) I have no idea what AGA Services is about, some websites refer to appliance repairs, others say its a travel insurance company. Also, there's a phishing warning on one of its websites that concerns me. My Discover account payment is due on Sept 2. However, I do NOT want to dispute this charge on my account because Discover automatically voids the present credit card, and issues a new card in approx. a week, with a new number, causing quite a hassle informing all the places that I pay thru Discover.

      Business Response

      Date: 08/09/2024

      Dear *********************, 

      Please find the attached letter detailing our review, along with a copy of the associated policy. 

      Sincerely, 

      *******************************
      Claims Escalation Analyst Travel Claims, ***
      *******************************************************************************; 23233
      ********************************************************

    • Initial Complaint

      Date:08/07/2024

      Type:Order Issues
      Status:
      Resolved
      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.
      April 19, 2024 with a return on April 30,2024did a car rental from ***** and bought insurance from Allianz global insurance. We have an incident that the car was vandalized and reported to the car rental in *********** and now none of the agency want too be responsible when I paid insurance from the rental. This incident happened 3 months ago, and now I received a email from the insurance that they closed the claims because they didnt have enough information, when all requests from them I submitted in details .

      Business Response

      Date: 08/08/2024

      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: 08/08/2024

      [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:08/06/2024

      Type:Order Issues
      Status:
      Answered
      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 for $991.00 on December 27, 2023 from Allianz Global Assistance to cover my trip to ***** from March *****, 2024. The travel insurance covers medical evacuation. While in *****, I required medical transportation via helicopter due to altitude sickness while on a hiking trek. Since submitting the initial claim on April 19, 2024,Allianz Global Assistance has repeatedly asked me for more documentation, which I have provided on more than 3 occasions over the past 90 days. Each time I have spoken to a representative via telephone, the requested information has not matched what is shown on my claim status on their website. Each time I have spoken to a representative over the past 90 days, the requested information has changed. I believe Allianz Global Assistance is acting in bad faith to pay my claim.I have submitted detailed invoices, helicopter company information, as well as symptoms of altitude sickness that led to my evacuation. As a registered nurse, I knew the importance of getting getting down from altitude as quickly as possible.On July 26, 2024, I sent a written email to Allianz Global Assistance asking for a final decision within 14 days of receipt of the email to which I have received no response.

      Business Response

      Date: 08/08/2024

      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: 08/08/2024

      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 am not satisfied with their resolution because Allianz never asked for this information previously.  I am unclear why it took them almost 90 days into filing my claim to suddenly ask for this information.  Every time I submit the additional requested information (which I have done on my multiple occasions), they ask for new information, which was never previously requested.  They are acting in bad faith, and I have no trust that submitting this information will not yield a request for more information again and again as they have done to me the past 4 months.  

      Regards,

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




    • Initial Complaint

      Date:08/03/2024

      Type:Order Issues
      Status:
      Answered
      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.
      My parents booked a trip with American Airlines (AA) on May 7, 2023. Due to my father having a serious health issues on June 13, 2023, and being in an ICU in ******, **. They call AA and rescheduled with AA for October 2023. All this time they had insurance with Allianz to cover the trip. The insurance was bought at the time of the original tickets, 5-7-23. In September when their rescheduled trip was approaching my father had not been discharged home, he was in a SNF and my mother had been diagnosed with leukemia (in the month of September) and was actively dying. The trip was canceled. Since then my mother has died and my father is living with me. I have been trying to file a claim with Allianz since 11-11-23. They have received the claim and the TWO letters from two different doctors stating that my parents were unable to travel at the time of the flight (again, my father was IN PATIENT, the day the flight took off) We still have not been reimbursed and every conversation with Allianz has something new that they want. Side note: they have also received a copy of my mother Death Certificate along with the doctors information. I am attaching the bank statement with the total air fair cost and the two letters from treating doctors.

      Business Response

      Date: 08/07/2024

      Dear *********************, 

      Please find the attached letter detailing our review. 

      Sincerely, 

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

    Allianz Global Assistance is BBB Accredited.

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