Allianz Global Assistance complaints

To Whom It May Concern: We have carefully reviewed the claim and understand the consumer is seeking reimbursement of $413.04 for hotel and car rental expenses after a dental appointment in San Diego, California was reportedly canceled while she was en route from Hawaii on May 5, 2026. Our review confirmed that the travel insurance policy purchased for this trip does not provide coverage under these circumstances. Specifically, the policy contains the following eligibility provision: IMPORTANT: You are not eligible for reimbursement under any coverage if: Your travel carrier tickets do not show travel date(s); The travel dates in your Declarations do not represent when you actually intended to travel (does not apply to insurance purchased with a one-way booking); or You intend to receive health care or medical treatment of any kind while on your trip. Based on the information and documentation submitted, the primary purpose of the consumer's travel was to attend a dental appointment and receive dental treatment. Because the trip was undertaken with the intent to receive health care or medical treatment, the policy's eligibility exclusion applies. As a result, the consumer is not eligible for reimbursement under any coverage provided by the policy, including Trip Interruption benefits. We acknowledge the documentation provided by the dental office indicating that the appointment cancellation was not the consumer's fault. However, the reason for the appointment cancellation does not alter the applicability of the policy's exclusion regarding travel undertaken for the purpose of obtaining medical or dental treatment. Therefore, coverage cannot be extended for the hotel, car rental, flight, or any other expenses associated with this trip. Accordingly, the claim was denied in accordance with the terms, conditions, limitations, and exclusions of the insurance policy. We understand this outcome may be disappointing to the consumer; however, we must administer claims consistently and in accordance with the coverage purchased. Based on our review, the claim determination remains unchanged. Sincerely, Claudia Grzanna Claims Escalation Analyst [email protected]

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Thank you for bringing this matter to our attention. Ms. Espericueta purchased her travel protection plan on April 1, 2026, for travel scheduled to take place on May 5, 2026. On May 18, 2026, she initiated a claim under her Trip Interruption benefit after the primary purpose of her trip, a dental appointment, was cancelled. In her complaint, Ms. Espericueta states that she believes one night's hotel expense and one day's car rental expense should be reimbursed because she was not provided sufficient notice by her dentist's office that the appointment scheduled for the following day had been cancelled. Additionally, coverage under any benefit is subject to the plan's general exclusions. Rather, the claim falls outside the scope of coverage because the policy expressly excludes losses arising from travel whose purpose is to receive health care services. As a result, neither the hotel expense nor the car rental expense qualifies for reimbursement under the terms of the travel protection plan. We regret that this outcome is not more favorable for Ms. Espericueta and appreciate the opportunity to review and respond to her concerns. Sincerely, Claudia Grzanna Claims Escalation Ana

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Our records indicate that a travel protection plan was purchased on September 10, 2025, providing coverage for travel from September 25, 2025, through December 14, 2025. 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 travel insurance policy covers only the sudden and unexpected specific situations, events, and losses included in this policy, and only under the conditions described. Please review this policy carefully. … NOTE: Not every loss is covered, even if it is due to something sudden, unexpected, or out of your control. Only those losses meeting the conditions described in this policy may be covered. Please refer to the General Exclusions section of this document for exclusions applicable to all coverages under your policy. On January 10, 2026, Mr. Escobedo's daughter contacted us to initiate a claim under the Emergency Medical benefit due to Mr. Escobedo's illness during travel. Supporting documentation was submitted on January 22, 2026. Upon our review on February 8, 2026, the reviewing examiner determined that additional documentation was required to determine eligibility. Correspondence outlining the required documentation was sent the same day. Additional documentation was received on February 23, 2026. During our review on March 6, 2026, it was noted that certain expenses were to be paid directly to the medical provider. The claim was therefore referred to our medical team for direct provider payment. Regrettably, it appears that payment was not issued to the provider at that time. We sincerely apologize for this oversight and for any inconvenience or delay it may have caused. Following review of the complaint, a payment in the amount of $3892.04 was issued to Mr. Escobedo via direct deposit on May 13, 2026, representing reimbursement for medical expenses paid out of pocket. The payment should have been reflected in his account within 3-5 business days from the date of issuance Additionally, as requested, payments for the remaining medical expenses were issued directly to the provider as follows: 821.05CHF – paid May 20, 2026 517.10CHF – paid May 26, 2026 133.35CHF – paid May 28, 2026 178.00CHF – paid May 30, 2026 29.25CHF – paid June 2, 2026 If there are any outstanding medical expenses that have not yet been submitted, Mr. Escobedo may forward them at his convenience for review. We remain available to assist with any additional documentation or inquiries. Should Mr. Escobedo have any additional questions or require further assistance, our Claims Department is available at 800-334-7525.

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