ComplaintsforAllianz Global Assistance

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Initial Complaint
07/25/2024
Complaint Type:
Order Issues
Status:
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.
On July 2 I submitted a claim for travel cancellation according to Allianz they claimed that my trip cancellation wasn't covered under my insurance when clearly it was according to the coverage paperwork I have for claim number ********** for my insurance on my carnival cruise mind you I'm both passenger and travel agent listed carnival and the agency I work for said that this document I sent THE PENTLY SHEET WOULD BE ENOUGH according to this shady company they claimed it wasn't enough evidence for my claim or based under the coverage of claim if Allianz doesn't refund this I will be in contact with every news outlet in ***************** I had canceled because of a family obligation im attaching both the penalty letter and the insurance coverage and if nothing is done by the business ill ***
Business response
07/30/2024
Dear *********************,
Please find the attached letter detailing our review.
Sincerely,
*******************************
Claims Escalation Analyst Travel Claims, ***
****************************************************************************************
********************************************************
Initial Complaint
07/25/2024
Complaint Type:
Order Issues
Status:
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.
I purchase a ticket to ********* for my son ************************* due to his job (FDNY-EMT) and the cancellation of the event he was not able to go. I paid extra for this ticket to be refundable and all i got so far was just ***** dollars out of ****** dollars. It makes no sense to purchase this option when you are given grief and aggravation to get the money back.
Business response
07/30/2024
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
07/25/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased Policy #EUSP2420231109 for my trip, during which I had a delayed checked bag by one of the airlines (Lufthansa) during the trip. As stated in the terms part of the coverage for a delayed bag, was that compensation for items needed during that period could be claimed. But in addition, services were to be available from the Insurance Company to assist in working with the airline and get the bag returned.I filed the claim for the compensation, and explicated stated and called to request assistance services for getting the bag returned, as I had been unsuccessful to do it myself with the airline. Initially, the insurance company was assisting, but then earlier this week I received an email message first from ******* then **************** that my case for assistance had been closed because I had not been replying to their messages. I replied to that email with supporting documentation that I had been responding and calling them when requested. I asked in that email to be provided with a response as to why such claims were being made to close my case and that assistance was still needed as it had been four weeks and my bag had not been returned. Since that email request for an explanation I have not received any responses from the insurance company. At this point, if the terms of services offered are not going to be honored as purchased, then the price paid should be refunded, because the purchase is not being honored and they are not replying to the message.
Business response
07/30/2024
Dear *********************,
Please find the attached letter detailing our review.
Sincerely,
*******************************
Claims Escalation Analyst Travel Claims, ***
********************************************; 23233
********************************************************
Customer response
07/30/2024
[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: **********************************************.
I finally heard back from the company, and also finally received both pieces of luggage that were missing. The claim that was filed was also finalized processed as well. Action despite delay was ultimately processed, once this case was filed and resolution was also fulfilled.

Regards,

********************************
Initial Complaint
07/24/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Wife had a heart attack and had to have pacemaker put in to save her life ! Paid $ ****** in cash to have heart operation. Allianz has been dragging feet and giving one excuse after another.
Business response
07/30/2024
Dear *********************,
Please find the attached letter detailing our review.
Sincerely,
*******************************
Claims Escalation Analyst Travel Claims, ***
****************************************************************************************
********************************************************
Initial Complaint
07/23/2024
Complaint Type:
Order Issues
Status:
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.
06/24/2024 Hotwire canceled my hotel, and I am stuck booking another room. I have an insurance policy with this reservation, and I believe it should also be canceled and refunded.
Business response
07/30/2024
Dear *********************,
Please find the attached letter detailing our review.
Sincerely,
*******************************
Claims Escalation Analyst Travel Claims, ***
****************************************************************************************
********************************************************
Initial Complaint
07/21/2024
Complaint Type:
Order Issues
Status:
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.
I filed a claim on June 19th (********** & ***********) and provided documentation to show that my daughter and I were seen by our physicians for our symptoms that caused us and others in our group to not attend an event. I had purchased insurance with Allianz global to cover in the case we could not make the event. it's been over a month since I filed my claim and I have not heard from Allianz in weeks, I have checked the status of my claim and seen it required additional information but had not been contacted by Allianz to tell me this, so I reached out to support July 10th and they reviewed my claims and said I did not need to provide any additional information, that the claims were already under review. today July 20th I reached out to support via phone call and again received the same information. I can not get a time frame of when I can expect this claim to be resolved and their communication is very bad. This has been a horrible experience and will likely be my last time purchasing insurance for tickets.
Business response
08/07/2024
Dear *********************,
Please find the attached document detailing our review, along with a copy of the associated policy.
Sincerely,
*******************************
Claims Escalation Analyst Travel Claims, ***
*******************************************************************************; 23233
********************************************************
Customer response
08/07/2024
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 never received an email stating additional information was needed. if they could send a copy of said email and the date they sent it. per my last conversation with their customer ********************** on july 11th i was told no other documentation was needed.

Regards,

*********************************
Initial Complaint
07/19/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased travel insurance tied with my United round trip flight to ****** in June. This insurance was purchased months prior to the trip. I did receive a communication a week or so prior to the trip that reminded me that I had insurance and had my benefits listed in bold letters. The return flight resulted in a 48 hour baggage delay my luggage was returned to my home at 11pm after 12 hours of communications and earlier drop off promises. As soon as my luggage was lost I referenced the communication that I had received prior to my flight from Allianz. I used this data to submit my claim. The communication clearly stated the terms of the coverage by defining the time that constituted a covered delay, the daily coverage maximum, and the option for either a non receipt submission where the benefit was $100, or with receipts where the benefit was up to $200. Being equipped with this explanation I submitted the non receipt option and did not keep any receipts for the toiletries I did have to purchase. I felt that the $100 was fair enough to cover both my toiletries and the frustration of the situation. I submitted the claim checked it a week later and there was a more info required alert saying I needed receipts. I called and explained the situation and a rep told me the no receipt option only applied to departing flights and that receipts were required for return. I explained to the agent that the communication I received had no such clarification. I included a photo of the email and asked for the benefit. They said the clarification was in the contract I received months earlier. I told them that this was poor communication and deceptive and asked again for the benefit or a refund of the original insurance cost. They claimed the email just prior to my flight was a "summary of benefits". I explained they should either list all of them or none just not conflicting data. They acknowledged the error in their communication but gave no benefit or refund.
Business response
07/23/2024
Dear *********************,
Please find the attached letter detailing our review, along with a copy of the associated policy.
Sincerely,
*******************************
Claims Escalation Analyst Travel Claims, ***
*******************************************************************************; 23233
********************************************************
Customer response
07/24/2024
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.

It is really sad the direction that this has taken. I have never represented that I read the fine print in your original contract and it was never in front of me because it required that I click a link to view it and I was satisfied with highlighted features and benefits in bold print as I viewed the internet offer. What I have been upset about and what continues to eat up my valuable time to prove this point is that the "summary" as your agent titled it that was sent to me just days before my trip reminded me that I had purchased your product. At the time I really appreciated that because I had forgotten and it gave me some peace of mind. I was not anticipating any trouble with the trip. When my baggage did not make the return flight I immediately referenced the reminder of coverage/"summary" email from your company. There was a link that said manage my policy and I clicked on that link to see what benefits were available to me and made decisions based on the benefits of my plan. I have attached both the Reminder email, and the view of the outline of benefits I had then and now when I clicked the link. While it is abundantly clear what the companies stance is on inbound and outbound baggage delays and the receipt versus no receipt option in their words and apparently in their original contract, there is no reference, asterisk, or refer to the original contract listed on the benefit breakout that I observed using their benefit breakout and their tools in my time of need. This is the core of my complaint and I find this lack of clarity both deceptive and confusing.
I chose the no receipt option based on my lack of knowledge that receipts were needed. I would not fight this had my eyes not viewed the benefit breakout. Had I rolled the dice and taken a risk of not keeping receipts only to find out that I did not understand the coverage due to the fact that I failed to read the fine print in the original agreement I would have been perfectly fine with that as it would have been on me. The fact that I did read their documents and did comply with the listed parameters and still got refused is ridiculous. I am a business owner and on principal if I have a document that I send out where a mistake in omission is made or if I botch an offer, I honor it and give the benefit to the consumer. That is my beef here.
I thought I was doing the right thing by not running up the score by buying a bunch of things I did not need taking advantage of this plan. Instead I was happy to just have enough benefit($100) to cover the toiletries I did have to buy and the frustration a 48 hour baggage delay brings with it. I chose the no receipt option because it was easier and was fine with the lesser payout. At this point even $500 would not be worth the frustration and lost time this has caused me. It is not unreasonable to expect either the $100 benefit outlined in my coverage or a full refund of the money I spent with this company. My next stop is the Attorney Generals Office.

Regards,

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

Business response
07/30/2024
Dear *********************,
Please find the attached letter detailing our review.
Sincerely,
*******************************
Claims Escalation Analyst Travel Claims, ***
********************************************; 23233
********************************************************
Customer response
07/30/2024
[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
07/19/2024
Complaint Type:
Order Issues
Status:
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.
On March 4, 2024 I exchanged a week on ********************** and paid $96.50 to allianz for trip insurance. I then booked first class flights through ***** using our miles. We paid $5.60 ticket fees per one way flight. We insured the 2 one way first class flights. Allianz charged us $28 per first class round trip flight. I went to check on the policies and noticed that they only insured the flights for up to $200 based on the $5.60 fee. I changed the trip cost to the cash value of our miles. (these are miles we have paid for) allianz would not fix the trip coverage after reaching out via email in June. I explained I am upset paying $28 each way for coverage that will not cover anything!!! The refused to fix this. I have 3 policies and documentation for such. These were paid from my business card and account. I noticed that on March 4th allianz charged mt debit card 5 times! The $96.50 for the policy I agreed to with **********************. Then there is a charge for $47.90 ( NO POLICY PURCHASED FOR THIS) Then 3 separate $28 charges. We only purchased 2 $28 policies that Allianz insured for the wrong amount and refuse to fix. I have asked allianz to provide documentation for these 2 policies I have NO email, NO documentation for and DID NOT AUTHORIZE. They are refusing to make anything right and refund the fraudulent charges. At this point they owe me interest on money they fraudulently charged. $28 & $47.90. I am requesting they refund me $225.40 and that they DO NOT Cancel any of the 3 policies I actually purchased. I am fed up with companies getting away with these things. If they do not refund me soon, I will pay the money and file lawsuit. The 3 policies I purchased are EUSP2402248727, EUSP2402252701 and EUSP2402251527. They fraudulently charged me for 2 additional policies. Now when I click on the polices, a box comes up that they cannot access the policies and to call. I WAS NEVER REFUNDED SO THESE POLICIES SHOULD BE ACCESSIBLE.
Business response
07/23/2024
Dear *********************,
Please find the attached letter detailing our review, along with a copy of the associated policies.
Sincerely,
*******************************
Claims Escalation Analyst Travel Claims, ***
********************************************; 23233
********************************************************
Customer response
07/24/2024
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 THE SAME UNACCEPTABLE RUN AROUND I NHAVE BEEN GETTING FOR MONTHS. IF I AM NOT REFUNDED IMMEDIATELY FOR THE OVER CHARGES, THIS WILL THEN BECOME A CRIMINAL INVESTIGATION FOR FRAUD. I HAVE ATTACHED MY BUSINESS CHECKING ACCOUNT STATEMENT SHOWING 5 SEPARTE CHARGES ON MARCH 4TH FROM ALLIANZ. I HAVE ATTACHED THE VACATIOON EXCHANGE LETTER SHOWING THE ALLIANZ POLICY FOR THE INTERVAL EXCHANGE WAS TO BE $96.50. THEN I ATTACHED THE POLICY EMAIL FROM ALLIANZ FOR THIS $96.50 CHARGE. THIS IS CORRECT.
THEN I PURCHASED TWO (2) POLICIES FROM DELTA ON MARCH 4TH (EUSP2402251527 AND EUSP2402252701) THESE WERE THE 2 POLICIES THEY PROVIDED DOCUMENTS FOR. THESE WERE $28 PER POLICY.

I DO NOT HAVE 5 POLICIES. I ONLY HAVE DOCUMENTS FOR THE 3 I DID PURCHASE. ALLIANZ CHARGE ME A THIRD (3RD) CHARGE OF $28 AND A CHARGE FOR $47.90 - I DID NOT APPROVE NOR DO I HAVE POLICIES FOR.THEY HAVE NOT NOR CAN THEY PROVIDE ME WITH POLICIES FOR THESE TWO ADDITIONAL CHARGES!!!!! THEY OWE ME $75.90 FOR EXTRA FRAUDULENT CHARGES.

DUE TO FIGHTING THIS FOR MONTHS, I AM NOW REQUESTING A REFUND OF THE 2 CHARGES THAT WEREE FRAUD WITH NO POLICIES ($28 AND $47.90) PLUS MY TIME AND INTEREEST AS THESE CHARGES CAM OUT OF A BUSINESS ACCOUNT. I AM NOW SEEKING $225 IN REFUND AND DAMAGES.
Regards,

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

Business response
07/31/2024
Dear *********************,
Please find the attached letter detailing our review. I have also attached the previous response that does not appear to be attached to the initial response. I apologize for any confusion.
Sincerely,
*******************************
Claims Escalation Analyst Travel Claims, ***
********************************************; 23233
********************************************************
Customer response
08/01/2024
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 was already told by allianz that policies cannot be cancel and refunded after 14 days. I cannot also cancel a policy not purchased by me and for me. No one else has access to my business account. I'm tired of the run around and thr fact that companies get away with stealing money from people. Absolutely ridiculous that consumers get no protection from companies committing fraud. They also make it impossible to cancel any policy. I never received any documents for *** other policies..so how would I cancel them?? When you do have a policy, you cannot cancel online, they make you call. You either cannot get a live person or they run you around as to why you can't cancel. Allianz is the biggest scam. Thus is thr last time they steal from me.
Regards,

***************************
Initial Complaint
07/18/2024
Complaint Type:
Order Issues
Status:
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.
I made an Alaska Airline reservation (round trip *******-*********, **) to attend the funeral of a close friend. However, I developed a cold and felt I could not be among others and hence cancelled the flight.Contacting the insurer, Allianz, I found I needed to provide a doctor's ****** I did not go to my physician as it was clear I had a cold and did not need medical input to determine that.Allianze rep on the phone indicated that the doctor **** was needed to pursue my claim.
Business response
07/18/2024
Better Business Bureau:
Based on the information provided in your letter dated 07/17/2024 it appears that **************** policy is not held or administered at Allianz Life Insurance Company of North America (Allianz Life). The details provided suggest that MMs. ****** complaint was intended for Allianz Global Assistance.
Please be advised that Allianz Life does not administer for or have any oversight of Allianz Global Assistance. The two companies are separate and are not affiliated. We respectfully request that the complaint be redirected accordingly.
You can contact Allianz Global Assistance at the following:
Email: *************************************************************************************************************************************************
Phone: ************ (toll-free)
Mail:
Allianz Global Assistance Attn: Claims Department
*************************
******************
Thank you,
Allianz Life Insurance Company of North America
Business response
07/23/2024
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
07/17/2024
Complaint Type:
Order Issues
Status:
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.
My daughter fell seriously ill while on vacation to ****** and was hospitalized in *****. We opened a medical case with Allianz who helped us return on a different flight home. We stayed an extra week while getting her medically fit to fly and racked up a weeks' worth of additional expenses. I was told by the medical claims adjuster that the additional hotel expenses and transportation would be covered under the trip interruption portion of the policy.Allianz has delayed our trip interruption claim now for almost two months with no end in sight. First, they told me that files are NOT automatically transferred from the Medical Case to my claim number automatically. What??? So I proceeded to resend the files to the claim on the app. We have been promised our claim would be resolved "soon" by the medical claims manager, *******. That was on July 3rd. Since then, there has been NO response to emails sent, I tried calling yesterday and was hung up on. I've submitted all the necessary documentation and receipts they've been asking for.I feel swindled. Luckily, my daughter has made a complete recovery, but we were left with many expenses that I was told would be covered under trip interruption. I need to understand when Allianz will pay my valid trip interruption claim.
Business response
07/30/2024
Dear *********************,
Please find the attached letter detailing our review.
Sincerely,
*******************************
Claims Escalation Analyst Travel Claims, ***
****************************************************************************************
********************************************************

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