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
11/13/2024
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.
"Reimbursement for covered expenses when the insured student must completely withdraw from school for a covered reason." My understanding was that this meant withdrawing completely from school classes, and this is incorrect - you have to withdraw from ALL classes, which was not specified - completely withdraw from school can be confusing for those of us who speak more than one language. I paid about $360 and I'm receiving only $100 back after cancelling because I did not fully understand what the company meant by completely withdrawing from school.
Business response
11/20/2024
Dear **** ******,
Please find the attached letter detailing our review.
Sincerely,
******* ********
Claims Escalation Analyst Travel Claims, ***
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********************************************************************************
Initial Complaint
11/13/2024
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.
Purchased football tickets for friends. Paid for insurance through Allianz. Down below is what it states on the front end of the purchase. I filed a claim and provided proof of purchase as told by their *** over the phone that is all I needed to provide since my claim was covered by the insurance package. I wait the 7-10 business days to find out that my claim was closed out and they never attempted to reach out to me. Not being able to attend the event was the reason and I explained to them the situation after. The people who were supposed to go that day were unable to due to personal reasons. That is why I provided proof of purchase and the tickets were never used as well. I was told over the phone that this was enough of a reason to get my reimbursement and that I would have to wait. Get reimbursed up to 100% of what you spend on tickets including taxes, parking, fees or other event-related items in your order with Event Ticket insurance for only $7.00 per ticket ($14.00 total).If you can't attend this event for a number of covered reasons like a covered illness, airline delays, traffic accidents, weather emergencies, if you are required to work and more, you can be reimbursed for your resale ticket purchase. You'll also receive access to a 24-hour hotline that can give you driving suggestions, provide parking information, make group arrangements, and much more.
Business response
11/20/2024
Dear **** ******,
Please find the attached letter detailing our review.
Sincerely,
******* ********
Claims Escalation Analyst Travel Claims, ***
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********************************************************************************
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
11/11/2024
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 2 tickets to the ** Touring show via the Ticketmaster website on on Saturday, August 31, 2024 to hold at the ********** at ******************************************** in *********, **. Each ticket cost $139. In addition, I purchased Event insurance on each ticket that was offered by Ticketmaster via Allianz Global Assistance. On September 1, 2024, I purchased another ticket for the same show in the same seating area for $139. I also purchased the Event insurance offered by Ticketmaster via Allianz Global Assistance. However. on reviewing the purchases and charges, I noticed that I was charged $16 per ticket for the 2 bought on August 31, 2024 and $9.73 for the ticket purchased on September 1, 2024. I called the contact number *************) today to inquire why the price difference in the cost of insurance for the same ticket purchased 1 day apart. I was put on hold several times by the representative to confer with her team. I was eventually told the cursory "I understand your concern and frustration but the period of cancellation for the policy has passed." I informed the agent that I would like the price on the higher plan to be adjusted down to the lower plan and that it was not my intention to cancel the policy. I also informed her that customers were not provided with an option to purchase a lower versus a higher level of insurance on the website. Again, I was told that there was nothing that could be done. I feel that I purchased insurance without the companies (Ticketmaster and Allianz Global Assistance) disclosing the levels or tiers available along with relevant pricing. Based on this non-disclosure, I was arbitrarily charged for a higher insurance level that I was not made aware of and would not have purchased if I had been duly informed. I would like to be refunded $22.27 which is the difference. I suggest that the two companies fully and clearly disclose pricing options for the sale of goods on their websites.
Business response
11/26/2024
Dear **** ******,
Please find the attached letter detailing our review.
Sincerely,
******* ********
Claims Escalation Analyst Travel Claims, ***
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Customer response
11/27/2024
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.

The different tiers of insurance were not made clearly transparent to the before the purchase transaction is finalized. For the same tickets in the same seating area purchased 1 day apart, I paid $16 per ticket for the purchase of 2 and $9 for the 3rd ticket purchased the following day. No options were provided to purchase lower versus high tiers of insurance. The explanation that the higher price/tier was based on the number of tickets purchased, etc seems bogus and exemplifies price gouging.

Sincerely,

***** ******
Initial Complaint
11/08/2024
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 Oct 8th 2024 I booked a flight for my wife and I to ***** ****** from ********** Fl and back. I paid a total of $2,985.22. I booked the flight with Jet Nlue and paid for the extra plan through Allianz for protection. Jet Blue cancelled the flight and neither them or Allianz will refund my money. The flight was cancelled because the airport was closed due to a Hurricane. I did not cancel due to any reason on my part so they should not keep my money for a service they did not provide and they cancelled.
Business response
11/20/2024
Dear **** ******,
Please find the attached letter detailing our review, along with a copy of the associated policy.
Sincerely,
******* ********
Claims Escalation Analyst Travel Claims, ***
*******************************************************************************; 23233
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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.
Paid $997.00 insurance premium on May 30, 2024 for trip to an August trip to ******. I was injured on the trip. I filed a claim as soon as I returned in August. Allianz paid the medical portion of $350.00 but continues to hold the trip interruption portion of $370.00 for uncancellable tickets within the 24-hour period. I have provided all of the necessary documentation, including contact information for both ticket providers who would not allow a cancellation within the 24 hours. It is unconscionable that I am still waiting after nearly three months.
Business response
11/04/2024
Better Business Bureau:
Based on the information provided in your letter dated 11/1/2024, it appears that Ms. ******** policy is not held or administered at Allianz Life Insurance Company of North America (Allianz Life). The details provided suggest that Ms. ******** 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
11/21/2024
Dear **** ******,
Please find the attached letter detailing our review.
Sincerely,
******* ********
Claims Escalation Analyst Travel Claims, ***
****************************************************************************************
********************************************************************************
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,

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

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