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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 11 locations, listed below.

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    Customer Complaints Summary

    • 1,213 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:03/17/2025

      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.
      Purchased a flight along with insurance coverage to partake in a wedding. The wedding was canceled, and the trip was canceled prior to the travel departure. Filed a claim with the travel insurance Allianz and was denied return of flight expenses. Travel insurance is designed to cover unforeseeable eventsnot things you could easily see coming, or things within your control. A wedding being cancelled by the party is an unforeseeable event out of the control of any of the guests.All required documents of trip purchase and cancellation was provided and submitted as requested to Allianz claim's department.

      Business Response

      Date: 03/27/2025

      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:03/17/2025

      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.
      Misleading service and product. I bought insurance to cover a hotel stay. My airline was cancelled. I called Allianz Global Assistance to recoup the cost of the hotel. I was told I was not covered for the lost. Their claim is that I was covered for the eventuality of what took place but rather on some other eventuality. None of this is true and if it is true it was never made explicitly clear . They should never be allowed to impose themselves on booking sites with their false obscured promises.

      Business Response

      Date: 03/26/2025

      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:03/17/2025

      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.
      To start my claim number is: ********** I have been fighting this dispute since February 27. I don't understand if it's the language barrier with this company. My request has not been met. I have over 1.30 mins of recorded phone call with their claims department. Customer beware of the sham and scam this ********************** is. Once your claim is approved they do everything in their power to not pay out. I am owed over $663. At the moment. Everytime I call to get this issue resolved I'm met with unprofessionalism but employees that don't understand their own policies and procedures. It's a shame. Last representative I spoke to, like the prior one, and the one before that have me in a loop of no documentation provided of my bank account to proceed with the payment. Keep in mind I've replied numerous amount of times to their emails and links. Now they just void and resend a "ghost" check that never arrives. NO TRACKING INFORMATION TO PROVIDE! THEY REFUSE TO PROVIDE ANY TYPE OF SUPERVISOR. I NEVER KNEW A BUSSINESS AND ENTITY IN AMERICA IS ALLOWED TO RUN THIS THIS WAY. Again, I'm probably a few of many. If my issues is not resolved through this complaint I will be taking legal action. I have my call to proceed and lawyer on standby. Don't advertise a service that you can't meet! This is a company the ************************ should definitely investigate!

      Business Response

      Date: 03/26/2025

      Dear **** ******, 

      Please find the attached letter detailing our review. 

      Sincerely, 

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

    • Initial Complaint

      Date:03/17/2025

      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.
      On 3/2/25, I purchased an Allianze travel insurance poiicy: EUSP2475755551. This was to cover my planned travel to ********** starting from ******** to ********** on 3/11/25 - 3/15/25.I had a travel nightmare on the first day of my trip. I checked into my hotel, me and my wife went to the room and within a few min., we know that this hotel was seriously inhabitable and had extreme unsafe conditions, first we noticed that the front door would not lock, next we notifced several frayed electrical cables in the room, then at least two electrical outlets did not charge, which since I requested an accessible room, this was a total *** violation in that I could not charge my scooter. IN addiition, I tried to call the front desk and the phone did not work, Another *** violation as this was a security issue and if there was an emergency,, I would not be able to call anyone. The faciility had a bad odor and, with no carpet in the room and the room was not clean. The worst ****************** that I have ever seen. My wife immedicatlly notifed the front desk that we could not stay at this hotel. This was stressful, as I had to spend an hour to find another hotel. We were tired after traveling. The closest hotel was 25 miles, so we incurred an extra expense to get tot he new hotel. IN addiiton, my scooter was delayed for over 24 hours as the scooter had to be relcated as well. The next day I called your Allianz travel phone number and I explanied the situation and told them that i also had increased pain as a result of not having my scooter. This trip was horrible from the begining. I have used your insurance several times, but nothing has happed. . But this time I had serious problems and your staff failed to help . I want a refund to this policy and I would like you to pay the difference in the extra costs of the noew hotel and my extra travel expenses. I just submtted my claim **** and **** ******. Pleae refund my scooter, I was in to much pain to do anyt

      Business Response

      Date: 03/26/2025

      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:03/16/2025

      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.
      Filed claim requested direct deposit mailed a check never received this is why l requested direct deposit. All mail goes to main office and constantly misplacing mail. So called and spoke with ******* at Allianz on March 10, 2025 "we will cancel the check and direct deposit check call back on March 14, 2025 to make sure it is deposited". Called back on March 14, 2025 was told "no such record of call have to wait until March 15, 2025 call back request check to be direct deposited". So called back on March 16, 2025 "it will take 2 days to cancel check and 5 days to direct deposit". This is a total of 8 weeks and waiting for a company who sells "have it done in 10 days". To get the money direct deposited have to respond to an email link which never shows up.

      Business Response

      Date: 03/27/2025

      Dear **** ******, 

      Please find the attached letter detailing our review. 

      Sincerely, 

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

    • Initial Complaint

      Date:03/11/2025

      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 flight to go visit family. This insurance was the option in case I needed to cancel my flight. I had to cancel my trip, and reached out to the company for a refund. Apparently the reason for my cancellation was not good enough for the company and they refuse to reimburse me for my airfare. What is the point of offering flight insurance if youre not going to be reimbursing for a cancellation? The reason should not matter when it comes to canceling a flight if you buy insurance, that is the whole point for it to be covered. When you do not buy insurance, you take the chance of losing your money.

      Business Response

      Date: 03/21/2025

      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:03/07/2025

      Type:Service or Repair 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 tickets to an event for 1/25/25 in the amount of $350.00 and purchased insurance from Allianz with coverage up to $200.00 per ticket. My daughter suffered a miscarriage and I had to travel 10 hours away to care for her. I was told by an Allianz *** that this would be covered. I filed claim with pictures of unused tickets and information related to the hospitalization for my daughter. I was told it would be processed in a couple weeks. It is now March 7, 2025 and my claim has been in final stage of review for at least a month. Each time I call they tell me its in final stage of review and I should get an email any day now but no email. There is no corporate office to contact, no supervisors. I would just like my refund.

      Business Response

      Date: 03/20/2025

      Dear **** ******, 

      Please find the attached letter detailing our review. 

      Sincerely, 

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

    • Initial Complaint

      Date:03/06/2025

      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.
      On 12/10/2024 I purchased travel insurance in the amount of *****. My policy # is EUSP2459238107. I canceled the policy 12 hours later a.m. of 12/11/2024. I realized the level of my flight allowed for free cancelation/changes. Their website states refunds can be issued if plan canceled within 15 days of plan purchase. On 12/13/2024 the company via email said a credit of ***** would be issued and should be reflected on my next credit statement. I also received an email stating such.I waited 2 billing cycles; no credit has been issued.I contacted the company via email on 1/29/2025, 2/15/2025, 2/18/2025, 2/21/2025, 2/25/2025, 2/26/2025, 2/28/2025. I always received an email back asking me to call or email my request.On 2/28/2025 the company asked for my Policy #, full name, dates of travel, cell # and flight dates and flight confirmation #.all which I **************, 3/6/2025 I called company and spoke with a foreign speaking agent who stated she would look into it.

      Business Response

      Date: 03/20/2025

      Dear **** ******, 

      Please find the attached letter detailing our review. 

      Sincerely, 

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

      Customer Answer

      Date: 03/21/2025

      [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:03/05/2025

      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.
      Filed a claim 1/21/2025 and have heard nothing regarding the claim. All I get is a under review. Its been over six weeks since filing and I have heard NOTHING. I have gave them more than enough information. The online status system doesnt even work properly because it never gives an accurate timeline. I have had to file a complaint with the Texas Department of Insurance just to require them to respond to my request and force them to tell why its taking so long. **********

      Business Response

      Date: 03/20/2025

      Dear **** ******, 

      Please find the attached letter detailing our review. 

      Sincerely, 

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

    • Initial Complaint

      Date:03/02/2025

      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.
      Purchased travel insurance for myself, my husband and my daughter at the same time as the plane tickets through the American Airlines website. My daughter was a one way ticket/insurance and my husband's and I were round trip for the same date. I then cancelled those tickets through the American Airlines website, the same way I purchased everything less than 24hr later. And repurchased 3 tickets for round trip for the same dates for all 3 of us instead of a one way and round trip. I again purchased the travel insurance through the American Airlines website for the new itinerary. I logged into the Allianz website 18 days later only to discover the 2 other insurance policies for the same date and trip were not cancelled when we cancelled our flights, the way we purchased them. Why was the trip insurance not cancelled when we cancelled our flights on the same website the same way it was purchased? After multiple emails and phone call later I am told that since is 18 days and not 15 day later, the best they can do is use a trip change form to use the insurance for the 2 cancelled itineraries at a future date. The 1st 2 trip insurance policies should have been cancelled the same way they were purchased. It is fraudulent to expect that it needs to be cancelled separately than how it was purchased. I want to keep the policy that has all 3 of us on it.

      Business Response

      Date: 03/18/2025

      Dear **** ******, 

      Please find the attached letter detailing our review. 

      Sincerely, 

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

      Customer Answer

      Date: 03/18/2025

      [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,

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



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