Allianz

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Allianz

(formerly Access America)

Allianz Global Assistance provides travel insurance and assistance to millions of travelers each year. As a member of the Mondial Assistance Group, an international leader with operations in 29 countries, they are one of the largest travel assistance companies with a global network of health care professionals and emergency transportation specialists.

Access America was founded in 1983 and is located in Richmond, VA.  It is a brand name of World Access, Inc.  World Access is a company of the Mondial Assistance Group, a global provider of travel insurance and assistance with offices in 28 countries. Mondial Assistance is owned by Allianz(NYSE AZ), one of the world’s largest insurance company (Fortune)  Allianz is headquartered in Munich, Germany.  As of February 1, 2012 Access America was rebranded to Allianz Global Assistance.


Reliability(Better Business Bureau):  A+ Rating from BBB

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User reviews

10 reviews

 
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(1)
5-7 stars
 
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(4)
Overall rating 
 
3.3
 
5.5  (10)
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Customer Service
How was you experience at buying the policy?
Ease of understanding coverage
Was the coverage easy to understand?
Ease of submitting a claim
How easy was it to submit a claim including completing any claim forms?
Timeliness of claim payment
Was the claim handled in a timely manner and was it paid correctly?
Comments
Overall rating 
 
3.0
Customer Service 
 
2.0
Ease of understanding coverage 
 
1.0
Ease of submitting a claim 
 
6.0
Timeliness of claim payment 
 
N/A

Another customer scammed

First time ever buying such a product. Fool me once shame on you. Won't be experiencing any self shame in the future as I won't be buying a second time. Planned a trip to go visit my son who is completing flight school for the US military. Trip was from Central NY to Texas. Time and cost were of the essence. Jet Blue cancelled our flight the day we were to fly out and rescheduled us for the next day. Had pre-paid hotel reservations that couldn't be cancelled as well as other costs associated with getting there a day later. Sent in claim and after waiting over 2 weeks I contacted them and was told 'To bad, so sad but because your delay was less than 24 hrs. no soup for you'. I still can't find that clause anywhere in the gibberish contract so maybe it's on to arbitration just for giggles.

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Overall rating 
 
1.0
Customer Service 
 
1.0
Ease of understanding coverage 
 
1.0
Ease of submitting a claim 
 
1.0
Timeliness of claim payment 
 
N/A

Beware Allianz Travel Insurance

Due to mechanical difficulties on the first leg our trip, we had to rebook subsequent flights, costing the two of us $931 in fees and increased fares. We put in a claim to
Allianz for that amount. After weeks of sending documents and receipts, and more documents, we received a notice that, yea, they had approved our claim and a check would be forthcoming. We got a check for $300 total, and they explained that that was the limit of our coverage and that was all we were going to get. This insurance
was hardly a bargain, with a cost of over $50 and a payout of $150/person. I will never deal with this company again.

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Overall rating 
 
3.0
Customer Service 
 
6.0
Ease of understanding coverage 
 
1.0
Ease of submitting a claim 
 
4.0
Timeliness of claim payment 
 
1.0

Travel insurance

Allianz failed to pay my claim for not being medically able to go on my trip. Specifically they state that since I sought medical advice for a condition within 120 days prior to booking and insuring my trip they are not liable.

Specifically I saw my doctor June 2nd for ankle pain. Testing and his prognosis based on my visit was arthritis due to a previous injury in 1987 (crushed Fibia and open fracture of Tibia). Based on this and knowledge of my exercise regime this was reasonable. Ibuprofen and/or Advil was recommended.
I allowed time for healing and began exercising (stair climber, biking, and weights) 2 weeks later. On June 30th with no additional issues I booked a trip to mexico.
The first week of July I felt a “snap” in my ankle and had difficulty walking. I again sought medical advice and on July 20th it was determined I had separated my Brevis Tendon from its anchor point. I had surgery for tendon replacement, heal misalignment, and metatarsil deformity on August 13th.
I have reviewed the contract provided my Allianz and literature on their website and come to my personal conclusion I was certified by my physician as only having arthritis in my ankle and was able to travel at that time. This has been a chronic issue for years and never prohibited me from normal activities. The injury documented in July was acute and obvious from a visual standpoint (I could not straighten my ankle when standing and it was considerably swollen). Allianz website specifically states if you have a concern about your medical conditions you should have a physician evaluate your’ ability to travel prior to purchasing insurance. I did this and provided this documentation to Allianz, including the my doctors evaluation that I did not have a separated tendon at this time. However according to Allianz simply because I saw my doctor for this ankle 120 days before booking they are not liable.

I can understand their position from a company standpoint and making money. However if we as people consult our physicians who are knowledgeable to ensure we are capable and should book a trip, then injure ourselves or a condition deteriorates I believe we have done all we can to protect ourselves and the insurance company from foreseeable issues. I also believe if we provide all this information to the insurance company including tests and doctor prognosis they should do everything for their customer.
Based on my interactions with Allianz their people seem nice, however their policies and bottom line are not customer oriented; and they can simply deny a claim for whatever they want without the customer having easy recourse (e.g. who do you take to small claims court to fight this?).
I have never had problems with insurance companies before, and had I read the reviews I found for this one would have never used them. My advice is do not simply use the one that ‘pops up’ when you book with an airline or hotel…….do your’ research.

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Overall rating 
 
2.0
Customer Service 
 
5.0
Ease of understanding coverage 
 
1.0
Ease of submitting a claim 
 
1.0
Timeliness of claim payment 
 
1.0

Flight Insurance

We bought flight insurance for my 85 years old mother in law. When she could not travel because she fell ill, we filed for her. Little did we know that there are pre-existing conditions for the coverage that were never mentioned when we purchased the insurance. We had to submit a lot of paperwork and got no benefit. This is a total fraud. Never again will we fall for this scam.

Was this review helpful to you? 
Overall rating 
 
1.5
Customer Service 
 
2.0
Ease of understanding coverage 
 
2.0
Ease of submitting a claim 
 
1.0
Timeliness of claim payment 
 
1.0

Allianz feedback

Better be aware of their fine print before purchasing. I had a small camera (value $135) lost/taken during airline travel. They bounced me back and forth between JetBlue and their claims examiners fro two months. Now they say I needed an official report filed within 24 hours. I explained that once I realized camera was missing I called JetBlue Baggage Services at both Newark and Fort Lauderdale. They checked their storage and did not find the camera. They suggested I call back the next day to see if it was located. Weeks later, Allianz says I need an official report. JetBlue provided a courtesy claim, obviously not dated within 24 hours. Allianz denied this claim, so they lost a repeat customer...forever. AAA offers travel insurance and they are a much more reputable company. Buyers beware!

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Overall rating 
 
1.0
Customer Service 
 
1.0
Ease of understanding coverage 
 
1.0
Ease of submitting a claim 
 
1.0
Timeliness of claim payment 
 
1.0

Avoid this company

After three months of conversations with a dozen different employees and submitting numerous documents Allianz Travel insurance denied covering the cost incurred due to cancellation of our trip to Southeast Asia because of the major winter storm that hit the country in January 2014. The customer service was some of the worst I have ever experienced. The individuals I had conversations with would ask the same questions time after time even though I was told "the information would be placed in the notes". Thirty days prior to being denied coverage, I was assured by an adjuster that my claim would be settled and processed. Don't bother with names and dates of conversations, The company will not acknowledge any of the information you give them. AVOID AVOID AVOID

Was this review helpful to you? 
Overall rating 
 
10.0
Customer Service 
 
10.0
Ease of understanding coverage 
 
10.0
Ease of submitting a claim 
 
N/A
Timeliness of claim payment 
 
N/A

None

No problems. No claims. Fair price.

Was this review helpful to you? 
Overall rating 
 
9.5
Customer Service 
 
9.0
Ease of understanding coverage 
 
10.0
Ease of submitting a claim 
 
N/A
Timeliness of claim payment 
 
N/A

Great Deal for the Price

Trip went as planned, no problems. The online experience and price was great. Will use again.

Was this review helpful to you? 
(Updated: August 20, 2012)
Overall rating 
 
7.8
Customer Service 
 
9.0
Ease of understanding coverage 
 
6.0
Ease of submitting a claim 
 
6.0
Timeliness of claim payment 
 
10.0

Good service!

We buy insurance hoping never to use it! That has been true for several purchases from Access America. What a shock it was to us to cancel a trip planned for three months, two nights before departure due to a serious health problem with my wife's father. We reported this situation to the doctors, the airlines, rental car company, motels and Access America Insurance Co. Everyone in all companies were kind, courteous and sympathetic. Hearing difficult stories dealing with insurance companies, I kept notes on all calls. After our father became stable, I went though the hard work of filling out multiple insurance forms and obtaining doctor statements and signatures. There is no pleasure in all of this especially thinking. if we ever received a payout, it would be a long time and many calls later. What a great surprise and joy to quickly receive a personal call from Access America that the claim was processed, approved and checks were in the mail. What a relief! Yes, we will continue buying travel insurance with the hope of never putting in a claim and we will most likely based on this experience be buying Access America coverage. More info: Access America has it own web site and policies can be purchased directly from them. Yet, we used the web site of www.quotewright.com to compare coverage by several companies. Access America coverage was chosen and purchased via that web site and they sent us timely trip reminders as well.

Was this review helpful to you? 
(Updated: August 20, 2012)
Overall rating 
 
9.5
Customer Service 
 
10.0
Ease of understanding coverage 
 
9.0
Ease of submitting a claim 
 
N/A
Timeliness of claim payment 
 
N/A

did not have to use, but seemed like a good policy

Did not have to use policy, but it did seem to meet our concerns.

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