ComplaintsforAllianz Global Assistance

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Initial Complaint
11/16/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Subject: Complaint Regarding Allianz Refund Policy for ***************** Tickets (Plan Number: EUSP2451604921)Dear Better Business Bureau,On November 1, 2024, I purchased two tickets to the ***************** for myself and my wife via Ticketmaster, using Klarna for payment. I added ticket insurance through Allianz, believing it would provide a simple refund option if unforeseen circumstances arose.On November 15, 2024, our son became sick after daycare, showing symptoms such as dry coughing, mucus buildup, a runny nose, a slight temperature increase, and sweating. Unable to attend the event, I contacted Allianz on November 16 at 1:08 PM (Eastern) via their hotline, **************, to file a refund request.During the call, the representative asked detailed questions about my sons condition and medication, which I answered. However, I was informed that to process my claim, I must submit:1.Proof of tickets (electronic ticket or email receipt).2.A doctors letter explicitly listing my sons symptoms.While I understand the need for documentation, requiring a medical letter is unreasonable. Visiting a doctor incurs unnecessary costs, particularly when I provided a detailed explanation. This condition was not disclosed when purchasing the insurance through ****** and Ticketmaster. Had this been clear, I would not have purchased it.This lack of transparency is unfair. Allianzs advertising suggests peace of mind, yet they impose hurdles that burden hardworking Americans seeking legitimate refunds. Consumers should not have to pay extra to fulfill arbitrary requirements for insurance they already purchased.I request that my refund claim be reviewed without needing costly medical documentation and that Allianz improves its advertising to clearly state refund requirements at the point of purchase.Thank you for your assistance in resolving this issue promptly.Sincerely,[******* *****]
Business response
11/21/2024
Dear **** ******,
Please find the attached letter detailing our review.
Sincerely,
******* ********
Claims Escalation Analyst Travel Claims, ***
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Customer response
11/21/2024
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.

Regards,

******* *****
Initial Complaint
11/12/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have asked twice from the company for my refund . I have not received it as of today 11-12-2024. I submitted a death certificate and funeral notice and completed all requested documents. I was told on the phone that my money refund would be sent to the bank. This has not happened. I dont have money to throw away. I want my money either deposited or fed ex . Claim number 0010203343-001
Business response
11/20/2024
Dear **** ******,
Please find the attached letter detailing our review.
Sincerely,
******* ********
Claims Escalation Analyst Travel Claims, ***
****************************************************************************************
********************************************************************************
Customer response
11/21/2024
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.

Regards,

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

finally received refund check. Case closed
Initial Complaint
11/08/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 9/13/24 i purchased All Things Go concert tickets for $1,439.58 from a separate vendor with insurance from Allianz for $120. As part of the policy it states that "the performer/band scheduled to appear at your event is temporarily replaced by another performer/band" is a covered reason for tickets cancellation coverage. On 9/27/24 ******** ****, the main attraction for the day that I purchased tickets for, cancelled her appearance and was replaced by another band. I filed a claim with Allianz citing the contract agreement that was attached to my policy purchase. On 10/11/24 they denied my claim stating this was not a covered event. On 10/12/24 i filed a dispute to this claim again citing the contract they provided with purchase. On 10/22/24 i followed up after hearing nothing and received no response. On 11/8/24 i called in and was told the appeal was denied and I would have to go through the vendor for a refund as the artist was the one that cancelled. This was not written anywhere in the policy/contract between myself and Allianz. I have attached a picture of the relevant policy section and would be happy to provide a copy of the entire policy if necessary.
Business response
11/20/2024
Dear **** ******,
Please find the attached letter detailing our review.
Sincerely,
******* ********
Claims Escalation Analyst Travel Claims, ***
****************************************************************************************
********************************************************************************
Customer response
11/21/2024
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.

Regards,

***** ********
Initial Complaint
11/05/2024
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.
Allianz won't pay out my insurance claim for the crowd strike issue that happened back in July. They keep giving me the run around saying they will update me but never do. They also say they will call me back but again never do. I provided the claim number below.
Business response
11/08/2024
Dear **** ******,
Please find the attached letter detailing our review, the letter that was sent to Mr. ***** on November 1, 2024, and a copy of the associated policy.
Sincerely,
******* ********
Claims Escalation Analyst Travel Claims, ***
********************************************; 23233
********************************************************************************
Customer response
11/08/2024
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.

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

Regards,

***** *****
Initial Complaint
11/04/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am a recently retired veteran with a 100% total and disabled disability rating from the Veterans Affairs. I purchased tickets to an event with ticket insurance from Allianz. I needed to cancel do to behavior/mental health reasons. I submitted a claim (0010186315-001) and the necessary documentation - receipt from my therapist as well as my mental health condition diagnosis signed by a licensed psychologist. I was told Allianz would not accept what I submitted because it had the word "questionnaire" in the title, and demanded I submit another form of proof of my condition. Some time had passed and there was a lot of back and forth in the interim. Then on September 27, 2024 we were directly hit by Hurricane ******. An Allianz representative told me it would be easier to get a hardship claim approved and put in a request to have the purpose of my claim changed. I called to check on that. I was informed my policy did not cover natural disasters. I was instructed to again change my claim to the reasoning being my home was uninhabitable. All documentation was submitted for verification of both changes at this point. I was told I should hear back within a few days, possibly even by the end of that current day in mid October. I received a notice of denial stating:* Your insurance program provided Event Ticket Cancellation benefits for very specific reasons. Unfortunately, being that your event is not until December 14, 2024, this would not be ********** after nearly two months I spent getting the run around from Allianz representatives, despite my claim being submitted with legitimate verification, I'm now basically being told the insurance policy I purchased actually doesn't even cover anything because of the date of the event. I am clearly a victim of unfair insurance claims practice as Allianz has blatantly delayed, avoided, and ultimately minimized the relevant significance of my claim, and what is to be paid out to me.
Business response
11/06/2024
Dear **** ******,
Please find the attached letter detailing our review.
Sincerely,
******* ********
Claims Escalation Analyst Travel Claims, ***
****************************************************************************************
********************************************************************************
Customer response
11/07/2024
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.

Regards,

****** *******
Initial Complaint
10/31/2024
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 purchased travelers insurance through Allianz for a trip I was set to take for a wedding in ****** . Unfortunately I got and infection in my tooth and was unable to go. I filed a claim for my reimbursement which was approved and to be dispursed 8/2 back to my original payment form. Sense then I have had numerous correspondence emails from a no reply email. In regards to them not being able to deposit the money. The issue is that it's coming from the French portion opposed to the US side. When I called the US number they were not helpful and said they couldn't help because the policy was purchased on the French side. All in its be over 3 months now since I was to receive my payment . The person who is supposed to be my agent has not responded since our last correspondence 10/24 in regards to how we can rectify the issue they are having wiring the money. I sent documentation for my bank that they asked for which is a credit union so they do not have an I*AN but they did let me know I could receive the payment with the routing and bank account number . I was to be refunded $535.06 in euro . I have a an agent name of Adele * and Laetitia F . Who have corresponded which seems to be generic
Business response
11/05/2024
Dear **** ******,

Thank you for directing this matter to my attention.

From the information provided, it appears the customers claim is with a different country division of Allianz Global Assistance. Due to this, we unfortunately would be unable to access the claim information. I apologize for this inconvenience.

Sincerely,
******* ********
Claims Escalation Analyst Travel Claims, ***
****************************************************************************************
********************************************************************************
Initial Complaint
10/30/2024
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 purchased a travel protection plan via ************** website, to add to my flight. Their contracted company Allianz Global Assistance billed me for my policy on Sep 28, 2024, in the amount of $41.21. I called them 2 weeks later to request information on a refund, as I no longer needed the policy. The **** (1 an alleged manager) literally yelled at me, refused to answer my questions regarding a refund and demonstrated discriminatory actions (im a disabled Veteran). I also submitted 2 requests via their website on Oct 21 and Oct 30, requesting again a refund. They're dismissive of my 3 requests and refuse to assist me as a paying customer. I contacted Delta today (Oct 30 via their chat and was connected to a rep ******** I explained the matter and was informed to file a complaint yet not provided any assistance with my refund, rather directed to contact Allianz. Their discriminatory actions are illegal. They demanded I submit a ** examination for a refund, even though I contacted them within 2 weeks of purchase and this is not due to a medical emergency. I have filed a formal complaint with ************** (as their contracted company for travel protection) and also my financial institution.
Business response
11/05/2024
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
11/06/2024
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.

On two separate occasions, I submitted their on-line form to request a refund. The company failed to respond and thus, intentionally dismissed me. I contacted ************** directly for additional support and to report Allianz dismissive and unwarranted actions. ************** was able to assist in a resolution and file a complaint on my behalf.

Regards,

T *********
Initial Complaint
10/24/2024
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.
Eclaimsline/Allianz provide travel insurance benefits through my ************************ Card. I submitted a claim over two months ago and they repeatedly email asking for me to submit the documentation that has already been submitted on multiple occasions. I am only able to speak with customer ********************** **** and I am told they cannot connect me to the claim's examiner who actually reviews the claims. I have requested a supervisor and been placed on long holds repeatedly only to be told a supervisor is unavailable and the supervisors don't call back when I am promised they will. every time I resubmit the same documentation, I have to wait another 7-10 days to hear from them and then get emails requesting yet again the documentation that has been submitted. I am seeking BBB help resolving this claim as my attempts over the past 10 weeks have been unsuccessful.
Business response
11/06/2024
Please find the attached letter as a response to the filed complaint.
Customer response
11/06/2024
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********.
I am satisfied that my claim has finally been appropriately paid.
I remain dissatisfied that it required me to spend hours on the phone and re-submit documentation that was previously provided in order to get my claim paid. I remain dissatisfied that the claims reviewers do not accurately review the submitted information and send boilerplate emails to claimants. I am dissatisfied that on some of these phone calls when I requested to speak with a supervisor my request was refused. I should not have to spend hours on phone calls to have my claim resolved. I should not have to submit the same documentation multiple times to have my claim resolved. I am dissatisfied that I was unable to speak directly with a claims examiner. I am concerned this company operates in this way to avoid paying claims to claimants who are unable or unwilling to engage in the back and forth they put customers through. I am concerned the ********************** hopes claims will not have to be paid because customers will "give up." In the handling of a previous claim I experienced the same back and forth, requests for documentation that had already been submitted, and at one point the claim was closed due to "inactivity" without making me aware that they closed the claim. I only discovered this when I logged in to check on it after I had not heard received payment. I do not believe this business operates ethically or competently.

Regards,

******* *******
Initial Complaint
10/21/2024
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.
Date:September 5 Already canceled the insurance, but still dont receive the refund.I cant get any feedback from the assistant or the supervisor. I call them serval times and get no useful solutions.They said they have already sent me one check but I dont receive that.
Business response
10/29/2024
Dear **** ******,
Please find the attached letter detailing our review.
Sincerely,
******* ********
Claims Escalation Analyst Travel Claims, ***
****************************************************************************************
********************************************************************************
Initial Complaint
10/18/2024
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 bought a new rooftop tent and roof racks in may for my SUV. Then in June my entire vehicle was stolen with all my camping equipment the night before my trip. With ***** credit cards I thought sweet I have theft protection within the 90 days. So I submitted a claim in June 26th after my auto insurance denied that any mods outside the car would not be covered. Then nothing happened. A month went by without any information until I finally called them. SO then they said, "oh you filed a claim during our computer glitch sorry we didn't see it." September 17th finally rolls around and they respond to my claim. We need additional information, so I sent it again. September 24th they ask for the same things and a Police report. I get them that. September 25th they ask for the same copies again. October 3rd they asked for everything all over again, October 6ths they asked for one detail about a receipt and ghosted. You would think after calling and constant emails they would respond or expedite everything? Still nothing has been solved.
Business response
10/28/2024
Please find the attached letter as a response to the filed complaint.

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