Allianz Global Travel review: Lack of answers about unpaid travel

This letter is intended as a formal complaint against Allianz Travel regarding our trip interruption payment claim for a trip taken December 21, 2021. We have had multiple conversations with Allianz questioning when we would get our payment and only after I realized that I was being told the same thing on every call with no follow up from Allianz did I start a more diligent process of documenting the phone calls. I made the mistake of trusting what Allianz told me on the first several phone calls.

Beginning formal documentation on 6/2/22

• 6/2/22 – Spoke to Robert who did not understand why I recently received a check for $2435.14. He remembered seeing this claim and certainly expected that we would receive much more. He had no explanation of what was paid or not paid and would expedite this claim and someone would call me back within 24-48 hours. No call received.

• 6/7 – Spoke to David (both my daughter and I on call) who told me the claim had been red flagged for examiner review and someone would call me back soon with an explanation. He could not tell me anything else, including when I could expect a call back. Again, No call back.

• 6/7 – My daughter and I called back and spoke to Jade as we were so frustrated with no call backs and no one who could provide any information. I was also on the phone as we had now lost all confidence in Allianz responses. She demanded to speak to management and instead only Jade could speak to the manager who committed to processing the claim herself within the next couple of days. Jade gave us her extension [protected] and asked us to call her back in a few days ensure progress was being made.

• 6/20 – Spoke to Merari (my daughter and I). No answer at Jade’s number and the claims department was closed for Juneteenth. She could not answer any questions.

• 6/21 – Spoke to Alex (my daughter and I) who also could not reach Jade’s extension and again asked to speak to a manager. On hold for over an hour and then transferred to Jasmine. Jasmine said that she agreed we had been underpaid by approximately $8200 and she had the authority to push this claim through for immediate payment and will have a check between July 6-10. She gave her extension 27212 for us to call her back because she was taking ownership of our claim to ensure payment is made as soon as possible.

• 7/11 – No check received as promised by Jasmine and no one can reach her at the extension we were provided again. Spoke to Duika (sp?) (my daughter and I) in Claims who once again told us the claim was under review. How many times have we been told the same story? Again, demanded to speak to a manager and was transferred to Frankie. Initially Frankie told us the same story that everyone else had: 1) Claim had been red flagged 2) It was under review 3) Could not give us any timeline on when we could expect an answer on any of our questions 4) He did not have any direct communication with the department/person doing the review but would e-mail them. He sent us a link to the policy, but we could not access the policy via the link. He said he did not understand why anyone gave us their extension as they were not intended for customer use. Also told us that Jasmine had no authority to push our claim through. Frankie said he was writing an e-mail to superiors concerning our total dissatisfaction with Allianz regarding the many stories we had been told and still had no answers on what the prior payment was for and why we did not receive more which my daughter and I (and obviously Allianz customer service and claims personnel) felt were due. Frankie said someone would give us a call back no later than 7/13/22 and that he was taking ownership of our claim (but I had already been told this by others). Again, no call back

• 7/14 - called claims dept (Laura) who said I needed to wait 30 days for a review that started on 7/1. Said I need to speak to supervisor or mgr and was transferred to Cecilia who told me she couldn’t help me because she was a C.S supervisor and there is no supervisor or mgr in claims. Then she transferred me to John who said he was an examiner. He said my claim was still being worked on but was unclear about who was working on it. Saw Frankie’s name associated with it but this is the same person who told me he would call me back no later than 1:00pm on 7/13 and he didn’t do it. Said he wanted to set up a call back time but when I told him that I have heard that many times without ever receiving a call back, he put me on hold and disconnected me after being on the phone for 47 mins. Again, not one single thing accomplished. I called again and spoke to Deshon. Got disconnected again when she said she would transfer me. Called back 3rd time, spoke to Louis and disconnected again when he said he would transfer me to some specialist. Called 4th time and it was so noisy in the background that I could not hear him very well and picked up something about transferring me and got disconnected again - the fourth time today.

• 7/15 - spoke to Marc in claims. His story was very mixed. Said he had 21 pages of receipts, but he could actually see only 1 for the Air BNB. Said I need to send only 1 receipt for the rebooked itinerary then told me I need to resend all receipts. I have been told multiple times that a check had been sent for over $300 for medical but I have never received this check. So, I asked how he could only see one page of the 21 we sent but yet I had been told multiple times that a check was supposed to have been sent for medical expenses. Told me to email all my receipts to [protected]@allianzassistance.com. Put me on hold to try to find out what the problem was with Allianz system. I gave him my phone number again even though it was all over my file because I had been disconnected 4 times yesterday and he said “trust me. If it happens today, I will be sure to call you back because I care”. No call back again.

As I was relating this story to my financial advisor, she told me she had experienced the exact same treatment and finally just gave up. She said 4 of her friends had the same experiences too so it is my opinion that this treatment is common with Allianz Travel and people just get tired of fighting the battle and give up.