Allianz Travel Insurance

I made the mistake of purchasing one of these products and, realising I'd made a mistake in the coverage, attempted to cancel the policy - firstly online and later via phone. One month later, I'm still waiting on a confirmation of the cancellation and payment of the refund. Their overseas call centre people are very polite but don't appear to appreciate the frustration of a customer that's made a mistake. Show details

Great company to deal with even 2 years after the event (Singapore Airlines not Alliance). Everyone I have dealt with have been courteous and helpful. Such a pleasure to deal with a company let alone an insurance company. Well done keep up the great work. Show details

I had a terrible experience with customer service. I bought a policy online and got an error. I tried again and got a duplicate error. The policy document was supposed to be sent via email but I never received it. I contacted customer care and they raised an internal request to investigate. I didn’t get a complaint, request or case ID. A… Read more

customer care representative called me few hours later without a caller ID, asking for my personal details like my date of birth. I wasn’t comfortable sharing that so I asked to email the update on this case instead. Unfortunately, customer care doesn’t have an email option. I asked for a reference number or ID so I could easily get an update when I called customer service. The representative said there wasn’t anything they could share.

I called the customer service and I explained everything. After 20 mins on the call the representative finally tracked the internal request. They said my document would be sent in couple of days. Alternatively, they could issue a refund, which would take up to 15 days.

This whole experience was awful and showed how poorly internal operations are run and how customer queries are handled. The customer care representatives also seemed to lack the knowledge and skills to deal with customer issues.

I wouldn’t recommend Allianz products or services to anyone.

Always have used them dont even shop around My trip has been cancelled because the company has go into liquation I have lost all my money. All allianz said you need to read the fine print and pretty much said bad luck we wont even try to redeem your money Show details

I added travel insurance to the ticket at the time of purchase. However, I cancelled the ticket on the same day and was not reimbursed, as I was advised that my request did not meet the criteria for reimbursement under the policy. This highlights a… Read more

broader concern with travel insurance coverage. While customers pay an additional premium for protection, the policies often contain exclusions and conditions that allow insurers significant discretion in declining claims. As a result, the coverage may not provide the level of protection that customers reasonably expect.

We had Allianz comprehensive insurance for our car, home, and travel insurance through NAB for many years. Unfortunately, you never truly know how poor an insurer’s service is until you actually need them in an emergency and have to make a claim. … Read more

My husband suffered a severe heart attack while overseas, which was an extremely stressful and frightening situation for our family. Instead of receiving support from our travel insurer, we experienced confusion, delays, and a complete lack of coordination. Allianz was unable to arrange a hospital with English-speaking medical support, which made an already critical medical situation even more difficult. We were left to manage the situation ourselves. It felt like their priority was simply to minimise costs and get the customer on a plane back as soon as possible, rather than ensuring proper care and recovery.

Throughout the process, the case manager provided unclear instructions and very poor communication. The overseas assistance agent Allianz used was also highly unprofessional. The ambulance and transport arrangements were poorly organised, and the nurse assigned to accompany the medical transfer even asked us for tips, which was shocking considering this was supposed to be a professional medical service arranged by a global well-known insurer.

After submitting all the claim documents through all the difficulties, more than a month has passed and we have still received no response regarding the claims process. When I lodged a formal complaint with Allianz, the only email I received was the message: "Your complaint is now closed, and our internal dispute resolution process has finished." No any further action! That was the end of it!

We are still waiting for a response regarding the claims. This has been an extremely frustrating and disappointing experience with Allianz. We have now cancelled all of our insurance policies with Allianz.

Over the years I have relied on my NAB Visa Card Travel Insurance which required a minimum Visa Card AUD 500 spend for trip coverage. I live in Sydney and had relied on this insurance for domestic Australian trips (esp. vehicle rental hire) and overseas trips (Vietnam, China, Europe 3 months), but never had to make a claim. For our trip to… Read more

05-08/2025 to Scandinavia & Switzerland I declared to 2 medical conditions (my wife none), expecting insurance to be declined. However, Allianz were prepared to insure me, with these 2 conditions excepted. I felt confident to rely on the coverage.

Unfortunately, in Switzerland I had 2 blackouts requiring hospital day visits (one by helicopter, and on account of costs I resisted suggestions to stay overnight) and my wife required injections and doctor visits for a foot problem. I finally submitted our claim for total $12,000 costs in 01/2026, but even then a hospital invoice arrived later. I did not lodge an opinion from my cardiologist, as he would have charged extra to write it, but he did confirm that my 2 events did not relate to either of my declared conditions. I expected Allianz to dispute this.

Allianz fairly split our claim into 3 events and charged 3x $600 excesses (recently increased from $400). My 2 blackouts were unexpected and unexplained, so one could not reasonably call them one event. Final payout (AUD 12,000 adjusted by exchange rates less AUD 1,800 excesses) was made in 01/2026 (2 claims) and 06/2026 (the large 3rd claim).

Yes, I could be unhappy about the slow payout, and request for information that was all submitted with the initial claim (so I resubmitted it), but I still give Allianz a 5 star rating. There was no dispute of the medical facts, so I would like to believe Allianz got the claim reviewed by a heart specialist that avoided unnecessary correspondence.

Had a trip to Finland and Norway in October/November 2025 fully paid for and ruptured Achilles tendon and fractured ankle 4 weeks before trip. Travel company said no refund. Allianz paid all monies paid excepting excess within 10 days of claiming. No issues, no hassles. Show details

Had a trip booked for 4 weeks with numerous flights and accommodation booked, however my wife slipped down some stairs on day 2. Short version, flew home with 4 broken ribs, no holiday :( Managed to get a few refunds through airlines/accommodation but was out of pocket a lot. Sent through the itinerary, bookings doctors report and invoices and… Read more

was all sorted in 10 days.

Having heard all sorts of bad l stories was concerned, but the process was quick and simple. Will be using them again (hopefully won’t need them)

I proactively sought advice on some medical history shortly after purchasing a policy to make sure everything had been declared correctly. Rather than receiving guidance that addressed my enquiry, I received repeated template-style responses that didn't answer my questions and repeatedly described circumstances that did not reflect my situation. … Read more

I eventually lodged a formal complaint. The complaints form asked for my preferred method of contact and the outcome I was seeking. I requested communication by email and explained that I needed a clear response before my cooling-off period expired so I could decide whether to keep the policy. Instead, a few days later, I received another generic acknowledgement advising that I would be contacted by phone within approximately 10 business days, despite that timeframe extending beyond my cooling-off period and phone not being the contact method I had selected. I immediately replied to this email bringing these points to their attention, but received no response.

I ended up deciding to cancel the policy. However, when I attempted to do so through Allianz's online Policy Manager, as I had previously been instructed, I was unable to cancel because the system incorrectly stated there was a claim associated with my policy. We never made a claim. Having the policy cancelled has so far taken another 2 emails and 2 phone calls. We have been told that the policy is cancelled but still haven't received written confirmation of this.

Insurance relies on confidence that claims will be assessed fairly, in a timely manner, and based on an accurate understanding of the circumstances. After this experience, I have zero confidence in Allianz to meet any of these needs if the unexpected were to happen. I purchased travel insurance for peace of mind. Instead, the entire process caused unnecessary stress and uncertainty.

Only listing a 1 star as I can’t do zero. This company has been ridiculous to deal with, based on the fact that one flight was delayed therefore causing us to miss our connecting flight. Lodged a claim and was asked to get written confirmation from all airlines and information that had already been provided. Never again Hi Imran I thought that… Read more

having travel insurance was supposed to be beneficial to the customer. You, being a travel insurer should be able to access this information through the appropriate channels. I have already supplied you with my original travel itinerary. I have not received any compensation from Batik nor Rex, and also not from you. To say I am highly unsatisfied with your company would be a gross understatement Kind regards

Absolutely terrible service. Declared my illnesses and you took over £170 . My wife printed everything out and I've been declined but you haven't told us so if we hadn't printed everything I would never have known. We phoned at 17.30 today and spoke to a male that asked for our policy number and hung up on us. You accepted me when I paid in full so why all of a sudden I have been declined I think you owe me money! Show details

AWP Aust Pty Ltd trading as Allianz Global Assistance as Agents for Allianz in Brisbane Qld was recommended by the now liquidated Comoany "AVG Travel Pty Ltd" and bith seem equally slick and competent in not even paying the "agreed part refund" from my Comprehensive Insurance or $187.53 from over $500 for holiday with thousands due to commence in… Read more

August which obviously can't occur now. I was told verbally that from 3rd June, 10-15 business days a refund to original credit card would be made. Now I'm told the finance team has a backlog of refunds. That there was a technical glitch as to why initiated refund hasn't occurred yet etc etc etc. May as well give it to a gambler, charity or buy yourself a holiday only within Australia through booking.com or Quantas travel or flight centre who can are accountable not these finance deceiving charlatans

I took out a comprehensive travel insurance policy with Allianz to protect myself against unexpected travel disruptions. What followed has been one of the most frustrating and disappointing experiences I’ve had. My Royal Caribbean cruise was cancelled due to technical issues with the ship. This was completely outside my control. I had already… Read more

paid for accommodation and other travel expenses. While Royal Caribbean partially reimbursed me, I was still left out of pocket by AUD 1,554.64.

I lodged a claim with Allianz expecting support in a situation exactly like this. Instead, my claim was rejected. The reason given was a policy exclusion relating to the travel provider not delivering services.

This decision makes no sense in the context of a “comprehensive” policy. I did everything right. I planned ahead, paid for insurance, tried to recover costs from the provider, and still ended up bearing the loss myself.

The entire experience with Allianz has been extremely poor. Communication has been lacking. The claim handling felt rigid and dismissive. There was no genuine effort to consider the circumstances or the financial impact.

I have now escalated the matter to AFCA and formally lodged a complaint for independent review.

If you are considering travel insurance, think carefully about what “comprehensive” really means in practice. My experience with Allianz has been disappointing and, frankly, unacceptable

The policy seemed good value, and when we had an issue overseas they were good to deal with over the phone. We extended a stay due to illness and lodged claim when we were home. It is now nearly 5 weeks later the only correspondence we have received is saying that they are busy and will be in touch next week, and now this week nothing.. it has been a very frustrating experience and I would not recommend Show details

The freaking worse travel insurance in the world . They will sell you a policy with all the nonsense about what they cover but when it is time to pay they will not freaking pay a cent. Stay the hell away from this company Show details

Be aware of the cancellation fee once outside cooling off period. Had to cancel trip 3 weeks prior to holiday due to surgery, and outside the cooling off period. Cancellation fees was nearly 50% of premium. The PDS mentions a "partial" refund without giving any indication of how much it will actually be. I would expect a small percentage however this is a rip-off! Suggest you check other insurers before using Allianz. Show details

Very disappointed with Alliance Travel.. I had to cancel my trip to Vietnam and Cambodia due to my mother being close to death (a day prior to departure). I had taken extra cancellation cover just incase there was a family emergency 6 months prior to departure(when my mother was healthy and well).. It wasn’t until I rang to cancel trip that I was… Read more

advised of no refund due to my mother being older than 85…. So beware..if a parent/relative is over 85 you will not be covered!

I recently lost my Fitbit and reading glasses on a flight back to Australia. I travel often and haven’t made a claim in about 20 years. I submitted the insurance claim, which was rejected, because any loss or stolen items on a flight is not covered by the insurance. It seems odd to me that given the time that you’re on aeroplanes you would have… Read more

thought the insurance would be active there. You really need to read the small print. Very disappointed with Allianz. Customer service very poor. No goodwilll just a big company looking after themselves.

Emergency services were unreliable and unhelpful to say the least. I would never purchase from them. My brother needed to get advice and go to emergency for painful kidney stones and we called them but they didn’t give us any advice or support at all. Normally travel insurance should put you through to their medical staff, we called, they just… Read more

checked the policy and said they’ll call back… they never did, we had to call them. My brother had to pay for everything up front because they never helped in the most valuable time travel insurance should be there. Every time I see their advert it reminds me how bad the experience with them has been. He’s still waiting for them to approve and pay and we’ve been back for 6 weeks!

My wife and I had planned a trip to Hawaii. Unfortunately, my father had a stroke and died. His funeral service was held at a time when we should have been in Hawaii. My father was not travelling with us and was not included in the policy. Nonetheless, after sending all of the requested paperwork, including my father's death certificate, Allianz… Read more

declined our claim because Dad was over 81 years of age. Heartless, insensitive, coldhearted, blood sucking insurance company. Look elsewhere for an insurance company that actually connects to their customers - if there is one???

Completly disapointed. Due to fire at the airport we missed our flight. After calling few times we were told tgat because of rhe scale of the issue rhwy are waiting for confirmation if they are going to accept our claim. We made new travel arrangement and collected all confirmations just in case. After third call we were told that yes they will… Read more

accept it our claim. What a shock it was that after 2 hours of filling up claim we were told that our insurance is not covering that issue !!!! Why then you didnt say that stright away?

Unfortunately we had to cancel our trip due to an unforeseen legal proceedings. Of course Allianz said our reason was not covered. Lost almost $9000. Do your research and dont use Allianz. Show details