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

  11475 Great Oaks Way STE 200 Alpharetta, GA 30022

• 

  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:09/01/2022

  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.

  DEC2021, I purchased tickets for my family (Myself, Husband and my 5 year old daughter) to fly from HI to MN for my SILs memorial service, JUN2022. Tickets = $7400. Recognizing risk of COVID and ticket cost, I purchased Allianz Travel Insurance (ATI) to protect our purchase in the event of any health issues prevented traveling.JAN2022, I gave birth to my 2nd kid. After a long laboring process, I was rushed into an emergency surgery procedure before I could really fathom what was taking place. By the OR nurses and doctors' intensity, I knew it wasn't good. I was hemorrhaging. Realizing the severity of my situation, I had a breakdown. They did their best to calm me before putting me under for the surgery. When I came to, being incredibly grateful to wake up, I began bawling uncontrollably. I couldn't wait to be reunited with my husband and new born. I was so traumatized by this event that I began therapy with a Psychiatrist and was prescribed medication for my anxiety. As our travel date neared, I felt a continuous wave of uncontrollable anxiety. I've suffered from loss of sleep and appetite, nervous violent shaking and brain fog, all I could think about was the lack of control I have over my own life. The same helplessness I felt while being rolled to the OR, fearing for my life. I finally had the courage to tell my husband that I could not board the plane for our trip. Remembering that we purchased travel insurance, there was a sigh of relief that the money would not go wasted. However, after filing my claim with ATI, I was informed that they do not recognize mental health as a health issue, therefore a refund was not in order. They offered a travel voucher to be utilized by JAN2023. Any other time, I'd gladly accept a voucher that could be utilized in the future, but I can no longer even think about boarding a plane without having an anxiety attack. ATI had duped me, and from my research, many others into buying insurance they never planned to honor

  Business Response

  Date: 10/20/2022

  Dear ********************:
  
  Thank you for directing this matter to my attention.  I apologize for any frustration the claims process *** have caused the consumer.
  
  As with any type of insurance, our programs have terms,conditions, and exclusions that impact coverage.  They are not all risk in nature, and not every unforeseen situation is one for which coverage applies.  To help our consumers understand this, we include the following in the insuring agreement: This is a named perils travel insurance certificate,which means it covers only the specific situations, events and losses included in this document, and only under the conditions we describe.
  
  The plan provided trip cancelation coverage for a number of reasons.  Unfortunately the cause of the loss was not listed as a covered reason. The policy excluded coverage for any loss resulting from mental or nervous health disorders. 

  I regret that we were unable to provide the consumer with a more favorable outcome.   Our records indicate that the consumer was refunded her insurance premium.
  

  Sincerely,
  
  ***************************
  Claims Escalation Examiner
  9950 ********************
  ********, ******** 23233
  www.allianzassistance.com   

• Initial Complaint

  Date:09/01/2022

  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.

  On June 22, 2022, my family and I were scheduled to travel to *****. Due to inclement weather, our plane was delayed by 5 hours resulting in us needing to be rescheduled to a different flight. Unfortunately, due to the many issues with the airline industry and flights at this time, they could not reschedule us on another flight out for 2 days. We had planned on driving around the country for two weeks, but due to the delay in arrival were unable to keep our car reservation (the car company would not allow us to modify the reservation and there weren't any other vans in any other city in ***** for rent) for a mini-van that we had booked six months prior. We were forced to cancel. Some of our trip was refunded by the individual companies, however, about $5,500 in a villa, prepurchased tickets, and other items were not. I had purchased travel insurance in April 2022. I filed my claim on June 23. I have provided over 25 supporting documents as well over the last two months. I have called customer ********************** asking to speak to my claim's manager twice in the last two weeks and have been told I would be called back within 72 hours. I have no received any call back. I have tweeted the company and emailed the company with little to no response. On their website, they have listed that claims generally take between **** days to be dealt with. After 14 days, I called to see what the timeline was going to be. They told me due to the high volume of claims that most were taking 30 days to resolve. It's been more than two months. I am looking for help in resolving this issue.

  Business Response

  Date: 09/27/2022

  Dear ********************:
  
  Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process *** have caused the consumer.
  
  Our records indicate that the claim was paid on 09/22/22.
  
  Sincerely,
  
  ***************************
  Claims Escalation Examiner
  9950 ********************
   ********, ******** 23233
  www.allianzassistance.com

• Initial Complaint

  Date:08/31/2022

  Type:Product 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.

  07/25/22 Amount of Claim: $16,242.56 What the business committed to provide you:Assistance with reservation changes or cancellations en route Assistance with missed, canceled, or delayed flights Assistance with reservation issues en route (hotel check-in, car rental pick-up, cruise check-in, etc.)What the nature of the dispute is:My wife and I were diagnosed with Covid late on the first day of our Princess ****** and Land Tour to *****************, ******.Immediately after that diagnosis, the staff at ************************************ whisked us away in a 1.5-hour ambulance ride to the ****************************** in ****************.We called Allianz Global Assistance to make return travel arrangements back to *****, **. In each of our multiple calls, we encountered multiple people who barely spoke English. Their response was merely that we should sign onto their website and file a claim. When we pressed for assistance to reroute our trip, we were passed on to two other people who offered no assistance and then hung up the phone.We called ****** Airlines directly and made return trip arrangements. Frustrated as we were at this point, we accepted ******s high-priced offer. We also made our own hotel reservations.In summary, Allianz provided none of the promised services: No return air transportation assistance; No lodging assistance.On July 25, 2022, I submitted a detailed spreadsheet with all the out-of-pocket expenses as of that date. Their response was that they were busy and would get back to me in 30 days. That date has passed.Has the business tried to resolve the problem:I called their office on 08/31/22 and was told that they have the claim information but are backlogged in processing the claim and asked for continued patience,In the meantime, I have paid more than $16,000 supported by a detailed spreadsheet and receipts.The Allianz Claim Number:0008401365

  Business Response

  Date: 11/14/2022

  Thank you for forwarding this matter to my attention.

  We have set up call backs for the examiners to discuss with the insureds exactly what is needed to finalize the claims. We last spoke with the consumer last week to provide clarification on the missing documentation.

  Once the required documentation has been received, we will be able to move forward with review of the claim.

  Thank you,

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

• Initial Complaint

  Date:08/30/2022

  Type:Service or Repair 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.

  Bought tickets back on 8/23/21 with the insurance, 3/30/22 canceled before the event because of work and was told it would take up to 30 days, it has been 5 months and ive reached out 4 times now and they rarely respond and always say wait ***** hours and we will get back....they have never responded.

  Business Response

  Date: 10/19/2022

  Dear ********************:
  
  Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process *** have caused the consumer.
  
  Our records indicate that the claim was paid on 08/31/22.
  
  Sincerely,
  
  ***************************
  Claims Escalation Examiner
  9950 ********************
   ********, ******** 23233
  www.allianzassistance.com

  Customer Answer

  Date: 10/20/2022

  [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:08/30/2022

  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.

  Hello, I have CLAIM# **********-001 with Allianz, I have submitted the information 3 different times, I call the call center and they advise they have the info and they will take a week to review this has been on going now for over 2 months, this is a claim from a trip at end of May, we are going into September and as of today I called again and the person told me to once again submit the info. When I mentioned that the info has been submitted and I have emails advising of this, I was put on hold a super long time and told that they do see the documents and that I should have a response in 7 days, they continue saying this and no resolution. I would like my claim processed and my money returned. This was a trip insurance where I got Covid in ***** and this is filing reimbursement for that. this should not take this long especially since the information was provided immediately. I am elderly almost ******************************************** out

  Business Response

  Date: 10/19/2022

  Dear ********************:
  
  Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process *** have caused the consumer.
  
  Our records indicate that the claim was paid on 10/18/22..
  
  Sincerely,
  
  ***************************
  Claims Escalation Examiner
  9950 ********************
   ********, ******** 23233
  www.allianzassistance.com

• Initial Complaint

  Date:08/30/2022

  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.

  For my claim 0008468352-001, it has been in PROCESSING for 3 weeks now and when I call they keep telling me it was approved for payment but nothing is updating. Please approve my payment and send it to me. Thank you!

  Business Response

  Date: 10/19/2022

  Dear ********************:
  
  Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process *** have caused the consumer.
  
  Our records indicate that the consumers claim is currently under verification review. Once the medical documentation has been verified by the lab, the claim will be finalized.
  
  Sincerely,
  
  ***************************
  Claims Escalation Examiner
  9950 ********************
   ********, ******** 23233
  www.allianzassistance.com

  Customer Answer

  Date: 10/20/2022

  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.
  

  They denied my claim saying it was fraud? Very concerning. What triggered my claim to be reviewed? 
  
  Regards,
  
  ****************************
  
  
  
  

  
  

• Initial Complaint

  Date:08/30/2022

  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.

  I paid for ticket insurance for a show through Ticketmaster. I can no longer go to the show due to unforeseen work emergencies. The show is coming up and I haven't heard about my claim in the **** days after filing it. A mass email said claims may now take 30 days. I have not heard back from them after asking if I could get a decision sooner.

  Business Response

  Date: 10/18/2022

  Dear ********************,

  Thank you for directing this matter to my attention.

  Please have the consumer provide the ticket invoice so we can verify the tickets claimed were not used. The letter on file from the employer should also have contact information.

  Thank you,

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

• Initial Complaint

  Date:08/30/2022

  Type:Product 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.

  Purchased trip interruption insurance for an ****** trip departing May16. Policy number TR03759488. Caught Covid and could not travel on original flight, postponed return to June 6 and filed claim number ********** for airfare and hotel charges. Have no final resolution from Allianz and after repeated attempts at receiving an update cannot get any responsible person to updat me on finalizing the claim. All requested paperwork has been sent to Allianz.

  Business Response

  Date: 10/18/2022

  Dear ********************:
  
  Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process *** have caused the consumer.
  
  Our records indicate that the claim was paid on 9/13/22.
  
  Sincerely,
  
  ***************************
  Claims Escalation Examiner
  9950 ********************
  ********, ******** 23233
  www.allianzassistance.com

• Initial Complaint

  Date:08/30/2022

  Type:Product 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.

  My travel agent puchased this travel insurance for my family and i we booked a trip to maui ****** the trip was for june 12 2022 to june 3 2022 my son developed some heart issues with lung issues we canceled the trip on june 3 2022 . I have given this insurance company all paperwork and all information along with the travel agent giving them all information. Going to go in September now and been trying for 3mos to get my money back also tried to get a lawyer on it and was not able to afford it . Was told by travel agent Go and travel Agency that i would be getting my money back could not use their travel vouchers they issued to us repeatedly let them know this that we r using the vouchers for ongoing illness of my son. Please i beg for somebody to help me get my money back from them . I call and talk to supervisors and they tell me the examiner has been needing another 30 days to reveiw this is going on and on getting nowhere with this company please help me in anyway to get this settled i believe they are scamming or doing not good practices for the good of people thank you *************************

  Business Response

  Date: 11/15/2022

  Dear ********************:
  
  Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process *** have caused the consumer.
  
  Our records indicate that the claim was paid on 9/27/22.
  
  Sincerely,
  
  ***************************
  Claims Escalation Examiner
  9950 ********************
  ********, ******** 23233
  www.allianzassistance.com

• Initial Complaint

  Date:08/29/2022

  Type:Product 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 purchased Allinaz Event Insurance through Ticketmaster.the ticket was approximately $1000, due to vision issues I could not attend. I provided all the required documentationI have been trying get my refund since January 2022. All I get is the run around I sent a registered letter at the end of July to ******* stating that I was tired of the wait and expected my refund. On August 8th I received an email starting that they were evaluating my claim. Still no results. I checked my status on line on August 29, same old thing. No update. My claim number 0008067896.List if documents I supplied.Filename Upload Date D4050989-13FF-432B-B73F-C64889520141.png 04/26/2022 Ticketmaster receipt.pdf 04/17/2022 Ticketmaster ticket receipt.png 04/17/2022 *******************.jpg 04/05/2022 Blank 6.docx 03/08/2022

  Business Response

  Date: 10/17/2022

  Dear ********************:
  
  Thank you for forwarding this matter to my attention. We apologize for any frustration the claims process *** have caused the consumer.
  
  Our records indicate that the claim was paid today, 10/17. The consumer should allow 5 to 7 business days to receive the check in the mail.

  
  Sincerely,
  
  ***************************
  Claims Escalation Examiner
  9950 ********************
   ********, ******** 23233
  www.allianzassistance.com

  Customer Answer

  Date: 10/17/2022

  [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,
  
  ***************************
  
  
  
  

  Customer Answer

  Date: 10/28/2022

  Please check my complaint which was resolved.on Oct 17.it has been 10 days and I have not receivedPlease reopen my case
  Thanks

  Customer Answer

  Date: 10/31/2022

  
  

  I received the check todayso we can close the complaint.

  Thanks 

  ***