• Report: #1015252

Complaint Review: Allianz Global Assistance

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  • Submitted: Sat, February 16, 2013
  • Updated: Wed, March 13, 2013

  • Reported By: SCgo4it — Columbia South Carolina United States of America
Allianz Global Assistance
Richmond VA Internet United States of America

Allianz Global Assistance Access America Non-responsive and Lack of Service and Unaccommodating , Internet

*UPDATE Employee: Thank You

*Author of original report: Status of 2/2013 complaint on Allianz

*UPDATE Employee: HelpTeam

*Author of original report: Per Allianz request

*UPDATE Employee: Help Team

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I purchased two United Airline tickets for a return from a cruise vacation. I also purchased this insurance from the United Airlines website at the time. This was August 2012 for a May 2013 trip. I just learned last week (FEB 2013) that United Airlines changed our flight times that would make it virtually improbable that we would make that flight. Additionally, the next flight that United had was 12 hours later and it would be a 12 hour travel time arriving the next day versus the original. United canceled my flight as permitted due to their schedule change not mine, and refunded the fare. This was good news except for the reason I purchased the flights 9 months ago was because of the great fare.

So, to get another flight we paid literally twice the amount to get on a Delta flight, so we were refunded $830 from United and paid $1780 to Delta. United advised me to contact Allianz for my $45 refund. I did. They wrote me and said "may cancel an Allianz Global Assistance insurance policy within 10 days of purchase, but no later than the day prior to departure. This information was outlined in your Letter of Confirmation as well as your Certificate of Insurance. Because your request was after this 10-day period, we will be unable to refund your premium."  So according to them I would have had to be a United Airline mind reader to cancel my policy by August 17, 2012 due to a United Airline May 2013 flight schedule change made in FEB 2013? HUH? So, then I advised them that I would have to file a claim since I will not be on the United Flight as scheduled and I would also be delayed more than 6 hours and then baggage claims, etc which would cost far more than $45, and they responded with "We cannot see that you have canceled your flight or that you have re-booked your flight. We can transfer the policy to your new trip. Please email us your new travel dates and we will be happy to update your policy." 

So I wrote back and said fine, transfer my policy and send me confirmation so I sent them a copy of my original United confirmation with pricing that was canceled along with my new itinerary on Delta. And to date they have failed to respond. I sent my third request for a response yesterday and still no response. Clearly to me this company is all about ripping people off for small amounts that add up after you catch enough people. There is no doubt with this handling that they never intended to honor any issues with this policy ever. Also, I'm hugely surprised that United would partner with this group in any way since they don't seem to care if there are schedule changes by the airlines and through no fault of the consumer. This is a racket that the insurance commissioners should be reviewing.  I have purchased from SQUAREMOUTH.com and see that Allianz is a participantwell they must not get much business because Squaremouth claims to have a no complaint guarantee. This company must price too high to get customers through that site because my request is FAR from unreasonable.

This report was posted on Ripoff Report on 02/16/2013 07:52 AM and is a permanent record located here: http://www.ripoffreport.com/r/Allianz-Global-Assistance/internet/Allianz-Global-Assistance-Access-America-Non-responsive-and-Lack-of-Service-and-Unaccommod-1015252. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
2Author 3Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

Thank You

AUTHOR: Access America Help Team - (USA)

Dear SCgo4it,

 

Thank you for taking the time to post your resolution.  I am happy that Becky was able to help resolve the issue to your satisfaction. 

 

Wishing you safe travels,

Sarah, HelpTeam

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#2 Author of original report

Status of 2/2013 complaint on Allianz

AUTHOR: SCgo4it - (United States of America)

Customer service, specifically Becky, contacted me on 02.27.13 advising that my benefits would transfer and apply to the new flight arrangements of the same day so that was a positive response.  In order to cover my costs fully for the new fight, since the new flight was more expensive, I was offered the option to increase my insurance, however, I declined.  Becky has assured me that all my benefits would remain however, of course any trip interruption or cancellation would be at the original price level.  That is fair and satisfactory.  I believe at this time Allianz has addressed my concerns and I appreciate Becky's response.  I do not anticipate using this insurance, but should the need arise we will give them the benefit of the doubt that they will act appropriately.  This complaint was handled satisfactory and is closed as far as we are concerned.
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#3 UPDATE Employee

HelpTeam

AUTHOR: Access America Help Team - (USA)

Dear SCgo4it,

 

Sarah from the HelpTeam.  Thank you for following up on your post I responded directly to your email yesterday and should have a resolution for you shortly.

 

Sincerely,

Sarah, HelpTeam
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#4 Author of original report

Per Allianz request

AUTHOR: SCgo4it - (United States of America)

Today I emailed, per their response, for the fourth time the information plus supporting attachments regarding our flight information due to United changing their flight times.  This information should be very easy for Allianz to confirm, plus proof positive that I secured a different return, same day.  I am awaiting a reply from "Sarah" and the Allianz team.  Basically i want a refund of my entire funds considering their handling of this situation or a complete transfer with proof of certificate, assuming they would honor any claims if need be.
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#5 UPDATE Employee

Help Team

AUTHOR: Access America Help Team - (USA)

Dear SCgo4it,

 

Thank you for taking the time to post.  I am sorry about the change to your itinerary and your frustration with the process, but Allianz has every intention of honoring your policy.   

Since this is a public forum, I can not take your personal information here, but would you mind emailing me @ Help.team@allianzassistance.com with your policy and/or claim number so that I may get a better understanding of the case and status of the situation?

 

Regards,

Sarah, Help Team

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