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For a Travel Insurance company to give me an exclusion due to Covid when I had not stepped foot onto an airport due to a ban on International travel made me boil. They actually have 37 exclusions in their policy - makes you wonder how you might have a claimable situation? I had to go right to the I had to go all the way to the AFCA and low and behold - I got my money back. For more info email ew on [email removed]
When my flights got cancelled due to covid, I immediately emailed Allianz to notify them to see if I was entitled to a refund. I even stated that I did not expect a full refund but maybe the tax component. After no phone calls on update I rang and was told my claim is being processed. Still nothing so I rang again. Now this is going into weeks and months as the various staff member keeps asking for documents, emails from the airline to confirm the flights cancelled. All these were presented to Allianz and to finally get an email to confirm m...y claim have been rejected! So this started in Feb 2020 and I received a rejection in Sept 2020. Well if the answer was going to be NO from the beginning why did they make me present documents after documents to confirm that the cancellation of my trip was NO fault of mine. Why give false hope that I would be expecting some form of refund.? Why would even a staff member even stated that I don't need to do anything else and the next email I'll receive would be my refund amount. Honestly, this has been nothing but a huge nightmare!!
2 certified medical certificates are still not sufficient to pay a claim
We travelled in March 2020 and had a family policy with Allianz. What a joke. Having been advised by 2 registered doctors, 1 in USA and 1 in Australia (phone consultation) not to travel for 1 leg of our holiday due to ill health and having 2 certified medical certificates, this insurance company still refuse to pay and continue to seek further medical information despite having been given the above. I have no doubt that they are trying to find a loophole not to pay. It has been disputed and my next step will be the financial services ombudsman....I will never ever recommend Allianz Travel Insurance to anyone. We have travelled extensively over the years and rarely had to claim. We incurred a cost of nearly $3000 to cancel our flights that we were unable to use. We did not have COVID, there should be no reason that our claim has not been paid. DO NOT USE THEM.
Use with caution
Allianz will use COVID as an excuse to not pay valid claims. My flight was cancelled which is specifically covered under the policy yet Allianz groups this as being a Covid issue and not covered. The only mention of Pandemic in the Allianz product disclosure booklet exclusions related to ‘Natural Disasters’ which by the way Allianz themselves state that COVID is not a natural disaster.
Insurance is a risky business and Allianz accepted that risk and accepted my premium. They seem to act as JUdge, Jury, and Executioner with little recourse ...other than fighting them through a convoluted process. There is an Ombudsman however my first question to them was in relation to whom funds the Ombudsman........turns out the insurance companies fund the Ombudsman so little faith in objectivity when the fox is in charge of the hen house. Please be careful when taking out insurance with Allianz. They will do anything within their power to avoid paying out claims. They will try and wear you down over time.
I will never use Allianz again!
Allianz rejected my travel insurance claims due our travel being cancelled because of Covid-19 restriction - then they only refunded a partial amount of my premiums paid on my two policies.
Allianze travel insurance does not pay out on claims and looks for technical clauses not to pay .
As a large company director under no circumastances will we use allianz for insurance and will be recomending to our clients not to insure with this company
What a disgrace of a company Allianz is. For 5 months I've been very patient. I've never complained and kept my patience and trusted that as things are out of the ordinary I had to be patient. When your staff have rung and apolgised for the delay I was always friendly and told them not to apologise as I understand how difficult things are.
On my initial claim in March I provided everything what was asked of me. Then in May I was asked to provide the exact same information again. I didn't jump up and down I just did it even though I did wonder ...if they are trying to delay the process with my 'missing' files. In July I received a call from 'customer service rep 1' who required one more bit of information, which I willingly eventually got. I was told (please check the recorded phone conversations that you keep) that once this information was provided there should not be a problem with my claim. I was told my situation was a little bit more tricky and the company was having to work around it in a different way. The conversation we had also talked about the international network being unlikely to be flying until at least 2022. Your 'customer service rep 1' also chatted about Qantas verifying this, as per stated on the Qantas website. 'Customer service rep 2' then phoned me on the 10th August about my claim mentioning that because the accommodation have offered a 12 month extension (expires March 2021) or to pass the room onto family and friends to use the condo then this is a form of refund. I asked how this is a valid response when I can't get there nor have any family or friends that can either. 'Customer service rep 2' said she wanted to speak further to her supervisor about the situation. 1/ 'Customer service rep 2' was clearly embarrassed even telling me this. 2/ Your company is very well aware the international network from Australia to Hawaii will not be operating by March next year.
Just want to say a big thank you to Allianz travel insurance. We had bought travel insurance for a cruise to Antarctica in November, but due to Covid restrictions, we have had to delay our trip to same time next year (Hopefully). We called Allianz and quickly and easily cancelled the policy, less a few $ for admin fees. All done over the phone, no problems. We use Allianz for all our travel insurance, domestic and overseas. We will insure for our cruise next year. Thanks again Allianz!!!
Month 5 waiting for our claim with no response
We made a travel claim over 5 months ago, for a overseas trip ( part of this trip we claimed through American Express which they paid it out within 6 weeks).
Now Allianz is choosing to ignore our emails asking for an update....come on it’s been over 5 months, and it’s getting beyond a joke.
We have house and contents insurance through Allianz I can tell you we will be taking it elsewhere as we never want to go through this experience ever again.
Maybe this a job for a current affair
Two separate bad experiences - Insurers will weasel out of everything if they can
I have a Bank credit card overseas travel policy which is underwritten by Allianz; hence any claims are made on Allianz. I have made two separate claims:
1. My mother suddenly fell ill after booking a holiday and declined over about 6 months and then died. The illness was related to a pre-existing condition but the Doctor confirmed in writing that my mother was not expected to suddenly decline and die. Allianz rejected the claim on the basis that it was a pre-existing condition; life is a pre-existing condition! This was 2 years ago. The warni...ng is that they will use anything like this to avoid a payout. 2. We booked a (very expensive!) overseas trip and had to cancel because of COVID border closures. The booking was before COVID was declared a pandemic. Allianz declined travel insurance as they only cover defined events and this was not defined. Again, beware of these sort of things before you buy their insurance. The lesson for me is to be very careful about choosing travel insurance products. Allianz has many 'get out of jail clauses' but others may be just as had as well.
Not looking promising
I have been waiting for nearly 4 months for my claim to be processed. Have not had one single update from Allianz, unless I contact them to query the status of the claim. They never even give a time estimate when I do call. So I called again yesterday frustrated with the significant wait time and they guaranteed I would have a decision by close of business today. Surprise nothing received at close of business today, and there was some mention about ‘government interference’. Going by other reviews looks like my claim will be denied on this basi...s, even though I booked this trip over a year ago. I will definitely be lodging a complaint with the AFCA if my claim is denied, as the service from this company has been appalling during this challenging time when many of us are enduring financial strain. To lose thousands of dollars is unacceptable to me through no fault of my own. I support others who have suggested a class action.
Still waiting for a partial refund after 4 months
Like so many others here, I contacted Allianz for a partial refund of my $962 year long travel insurance policy, back in April Told I would be contacted by end of May. Three phone calls and 3 months later, and I am still waiting. My next move will be to contact the Australian Financial Complaints Authority. Suggest others consider this option.
Still waiting for a response to my claim 4 months later
Made a claim for non refundable car hire costs as a result of cancelled Qantas flights to the UK for April. Qantas cancelled due to commercial reasons and provided a full refund of flight and hotel costs. General exclusion re pandemic or government interference should not apply as travel was not prohibited at the time of the claim (only advice not to travel) and at the time of cancellation there were no restrictions on entry into the UK. I assume my claim is likely be rejected eventually based on other posts. I accept that times are difficult b...ut Allianz service is disgraceful. Received text updates stating 10 days 10 days etc and now no further updates. Eventually got through on the phone this week to be told its still under review and no date can be provided for decision. Chose not to take out an extended vehicle warranty with Allianz as a result and have taken my business elsewhere.
- Travel Insurance - Comprehensive Plan
- Verified customer
Do not trust Allianz with your travel insurance
I purchased a comprehensive travel insurance policy well before it was apparent there was going to be a pandemic (one being declared) for a trip overseas in April this year.
Like other reviews here, I experienced:
- long delays in processing claims and returning calls. Well outside the industry mandated 10 days
- offering every excuse under the sun as to why the claim couldn’t be paid out
- inability to explain how, even though I purchased the highest possible cover, it did not cover events
- and when you do get staff on the phone, they just ch...
Totally inefficient and evasive
Like "Stu" we have had the exact same experience. 1st submitted request on 14th March ...promised answer within 10 days. Multiple emails later and still no answer of any kind. Shame on you Alliance. Just insured a Toyota Sahara, a 18mths old caravan and a Hyundai i30 premium. Definately not with Alliance or any company underwritten by them. This was our 2nd time for travel insurance with them...Never again.
Constant delays on processing claim
I submitted a claim 13 weeks ago and have been told numerous times that it would take additional time to review my claim. I have usually been told it would take 10 more days and then another 10 days and then I hear nothing for a month and then I was told 15 more days and today I have been told it will take another 10 days to review. At best I can expect an answer from them in 15 weeks!
- Travel Insurance - Multi-Trip Plan
- Verified customer
Previous 3 Allianz Multi Trip Insurance policies were excellent value. This year - not good at all.
My multi-trip policy is valid 8/8/2019-8/8/2020 ($602)
Covid-19 mid-March NT lockdown cancelled my May (other) booked Bali trip(s).
Unlike Bupa, Allianz denied my request for 3-6 month extension of paid-up policy.
Difficult to deal with Allianz
Was booked and ready to go mid March 2020 but because of the Covid-19 could not travel so cancelled everything. Feel very sorry for Tour Operators and Hotels and Train and Plane companies who's operation has come to a sudden end but the lingering PROBLEM is trying to get a refund from Allianz for insurance we don't need. After many unsuccessful attempts at trying to get the Allianz Travel Insurance refund the main obstacle is that as an organization they don't care about their customers. They are NOT customer focused or oriented which means once you know this don't deal with this type of Organization. There are many other travel insurance companies with better ratings.
The home of the 2nd wave.
Would not recommend this company to anyone
Took out 2 policies on 5th March 2020 and then cancelled them under the 14 day cooling off period. Promised refund of $8,000 24th March. Still waiting 6th July 2020
Allianz travel insurance,
Happy with the end outcome with Allianz
Thankyou for refunding my policy
Took a little longer than expected but in the end they came through for this
Unexpected unforeseen pandemic
Questions & Answers
Have an Allianz travel insurance policy through my ANZ credit card. We had booked and paid in full for an APT tour to Canada & Alaska in July 2020. APT have recently offered us a partial refund, less $6,500 in “third party fees”. Are we entitled to lodge a claim for the $6,500 in lost fees, or would I be wasting my time (think I might already know the answer!)?
Hi. Having just jumped through a thousand hoops with Allianz on a very similar claim I would suggest that you get ready for some disappointment.
Allianz rejected the claim outright so I wool them to the Ombudsman. I am due for a determination within days but will be in Allianz favour.
Basically if Allianz pays out any claim associated with cancellations caused or indirectly caused by Covid then they will go broke.
I think you should put in your claim but choose your wording carefully.
I would also look at how you booked your trip. Hopefully you booked through an agent or an online company that ‘grouped’ some of your travel itinerary. If this is the case then you can fight the booking entity as they ‘must’ return 100%. The 3rd party fee is such a scam
The credit card insurance is almost a scam as they market it as a total package but the reality is that the claims are based on VERY specific events. If Allianz can show that the specific event did not happen the. They walk away.
If you had to cancel because of the death of a relative then Allianz would pay the claim......Covid related then they don’t.
Thanks for your response. We booked it all through APT, they are holding our money "in trust". I am not really holding out any hope of Allianz paying my claim, especially as I have not found one person who has had a 'Covid' claim approved. I put in a claim with Allianz three years ago due to an emergency dental procedure that I had whilst in Dubai. They eventually paid out on the claim, but in the first instance they rejected it, saying my sudden tooth abscess was a 'pre-existing' condition!
APT have for now offered to retain our funds in their trust account and have given us the option of using the credit on other APT products/tours, but I am still inclined to cut our losses and take what they have offered and wait for things to settle down. Good luck to everyone who is in a similar position.
Allianz PartnersAllianz Travel Insurance
Thank you for your enquiry.
We would like to escalate your concerns to the appropriate department. May we please ask that you send us a private message with your policy and best contact details?
Marius - Allianz Global Assistance Team
We have Allianz travel insurance through our credit card.
We had a holiday to Europe planned for April to June 2020. My husband was diagnosed with cancer in March and needed an operation in April. Are we covered?
Allianz PartnersAllianz Travel Insurance
Hi there, I'm so sorry to hear about your husband's diagnosis. Please call us on 13 1000 to discuss your specific policy and situation. Kind regards, Tegan
Booked our trip in early Jan 2020 to UK to depart in Sept 2020 using as always our ANZ Platinum Credit Card Insurance. At this early stage not sure if we will be covered for refunds of airline fees etc, still hoping to go.
Seems lots of confusion about refunds etc can you advise please.
Allianz PartnersAllianz Travel Insurance
Hi there, thanks for your query. I'd suggest calling us on 13 1000 to discuss your circumstances and one of our team members will be happy to help. Kind regards, Tegan
|Category||Travel Insurance||Travel Insurance||Travel Insurance||Travel Insurance|
|Other Insurance Types Offered||Car, Home and Contents and Life||Car, Home and Contents and Life||Car, Home and Contents and Life||Car, Home and Contents and Life|
|Maximum Age Covered||74 years old||101 years old||74 years old||101 years old|
|Overseas Emergency Assistance||Unlimited||Unlimited||Unlimited||Not Included|
|Accidental Death||Not Included||$25,000||$25,000||$25,000|
|Emergency Dental||$1,000||$1,000||$1,000||Not Included|
|Pregnancy (max weeks)||23 weeks||23 weeks||23 weeks||23 weeks|
|Resumption of Journey||Not Included||$3,000 (included in Additonal Expenses)||$3,000 (included in Additonal Expenses)||$3,000 (included in Additonal Expenses)|
|Hospital Cash Allowance||Not Included||$5,000 ($50 per day)||$5,000 ($50 per day)||Not Included|
|Overseas Emergency Medical & Hospital Expenses||Unlimited||Unlimited||Unlimited||Not Included|
|Loss of Income||Not Included||$10,400 (up to $400 per week)||$10,400 (up to $400 per week)||Not Included|
|Permanent Disability||Not Included||$25,000||$25,000||Not Included|
|Luggage & Personal Effects|
|Theft of Cash||Not Included||$250||$250||$250|
|Delayed Luggage||Not Included||$500 after 12 hours||$500 after 12 hours||$500 after 12 hours|
|Credit Card Fraud||Not Included||$5,000 (combined with Travel Documents cover)||$5,000 (combined with Travel Documents cover)||Not Included|
|Travel Documents / Passport||Not Included||$5,000 (combined with Credit Card cover)||$5,000 (combined with Credit Card cover)||Not Included|
|Maximum Single Item Limit||Not Included||$3,000 (computers, video recorders, cameras), $1,000 (mobile phones), $750 (all other items)||$3,000 (computers, video recorders, cameras), $1,000 (mobile phones), $750 (all other items)||$3,000 (computers, video recorders, cameras), $1,000 (mobile phones), $750 (all other items)|
|Luggage & Personal Effects||Not Included||$10,000||$10,000||$10,000|
|Rental Vehicle Excess||Not Included||$6,000||$6,000||$6,000|
|Motorbike / Moped Coverage||Included up to 250cc||Included up to 250cc, optional extra for greater engine sizes in Adventure Pack||Included up to 250cc, optional extra for greater engine sizes in Adventure Pack||Included up to 250cc, optional extra for greater engine sizes in Adventure Pack|
|Domestic Pet Care||Not Included||Not Included||Not Included||Not Included|
|Special Activities Packages|
|Cruise||Not Included||Optional Extra||Optional Extra||Optional Extra|
|Adventure||Not Included||Optional Extra||Optional Extra||Optional Extra|
|Snow / Ski||Not Included||Optional Extra||Optional Extra||Optional Extra|
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