the comprehensive policy we paid for to protect us against the unexpected never actually covered us against the covid 19 pandemic. after 3 months and 3 appeals they turned us down because 1 of the 3 pdf's sent us states pandemic or epidemic is not covered even though the first line states they will pay if anything out of your control happens. the first appeal was turned down because they said i cancelled holiday, untrue then they changed reason to covid related. the brand is bad and i would warn people, do not insure with allianz !!
as you will not be covered.
Why can't I contact Allianz?
On 20th December last year I took out a policy for a trip to USA, commencing 16th July this year. Naturally I cannot now go as Qantas have cancelled all flights. I have been trying to ring Allianz to discuss my options - can I get a refund as I will not be travelling? Can I get a credit against this policy for a future trip? How can I find out when they are not accepting any queries re travel insurance and just tell me "goodbye"? I have been happy with this company previously but current lack of communication sucks!
We needed last minute travel insurance for a trip in March and in a rush got a policy from Allianz. Luckily a few days later someone made me aware that pandemics are not covered by most insurances and recommended another company to us. I thought good that I found out quickly so that we could cancel our Allianz policy well within the cooling off period. However, 2 months later we are still waiting for the policy premium to be paid back to us. We exchanged several emails and are just being fobbed off with excuses like this still needs to be appro...ved by management. Seriously? This should be straight forward and we feel we are just being hung out to dry. I feel cheated and powerless to do something. Although I cannot say how supportive they would have been had we kept the policy and had to use them, this experience definitely puts me off from ever using them again.
Policy basically worthless
I see many negative reviews about Allianz and quite frankly Im not surprised. We had to cancel our trip due to Covid and having a young baby until one year old. We were told on the phone by Allianz that this would covered and yet they then refused our claim - even after our travel agent were trying to support us through this process.
We had multiple policies with Allianz (House, car) but are now in the process of cancelling all policies with them as we greatly fear that, if we needed to make another valid claim, thiese eould be refused and we would be left with no support. Like the travel insurance, all Allianz policies are completely worthless.
Disappointing - Allianz made a stressful situation infinitely worse.
June 2019, We were told by our travel agent that we had to contact our travel insurance before my husband who was sick could fly home. From the get go allianz medical were unhelpful.. intent on gathering info to deny our claim rather than offering any useful advice. My travel agent was surprised to hear Allianz had left us to find our own way home. Phone calls focused NOT on my husband’s or my well being but on gathering info to deny any claim we might lodge in future. I will NEVER buy Allianz insurance again. They may have had a right to d...eny the claim, but they had NO right to make us feel the way they did... We were working with doctors on a day to day basis - we could only guess whether a pre-existing condition or a new condition caused the infection. They were reluctant to believe that not all doctors and nurses overseas speak perfect English and that we were being told that they could not diagnose the cause but their aim was to stabilise my husbands condition so we could fly home for more intensive treatment. Shame on you Allianz.
Cheated by Allianz
Allianz will not cover any cancellations and cite their pandemic exclusion clause, despite the cancellations technically arising as tour/flight operators choose to cancel or consolidate due to fewer passengers or attendees. Truly despicable, will never use them again and will actively market this betrayal to my network.
Don’t ever buy this insurance
May 2020 Milan, Italy conference for Orthopaedic Surgeons was recently cancelled due to COVID-19. They refused refund for flight tickets. A “pandemic” is not their fault. Shame on you. People are dying. All US FLIGHTS canceled to Italy. What a shameful company.
I purchases our comprehensive travel policy on the 29th September 2019. This was long, long before COVID 19 became a "known event". I phoned the call centre on 11/3/20 when the travel advice for Italy was level 3 to find out if we would be covered. I was told that with a letter from our doctor and a level 3 travel warning we would be fully covered. The operator also told me if the travel warning was raised to level 4, we would not need the doctor' s letter as we would automatically be covered. Before we could get an appointment with the do...ctor the warning went to level 4 so I started an online claim. Thought I would phone Allianz and just make sure we were still covered as previously told by their staff member. I was then informed that I had been given the wrong information and we were not covered. However it was suggested that I place a claim as each claim is addressed on individual merit and circum stances. Nobody will give you a direct answer over the phone. I am disgusted that I was given such incorrect information. I did ask if Level 4 over-rode the pandemic clause in the policy and was told yes it does. Obviously this staff member needs further training or I am now thinking that perhaps the incorrect information was given to me as some kind of sick joke on her behalf. but at the time I was foolish and trusting enough to believe her. I will NEVER use Allianz again for any type of insurance. Travel insurance companies are doing nothing to assist travelers who are out of pocket through no fault of their own, especially if their policy was purchased before the pandemic was declared.
Insurance scam policy
Worst travel insurance company EVER. Does not cover epidemic or pandemic. Also does not cover if the borders are closed or a "do not travel" warning from the government is issued. So pretty much Covers nothing got to do with TRAVEL to actually be insurance.
Clarity of cover from US arm vs AUS arm
No clarity as to where things stand re COVID19. US site says one thing, AUS site says another. Emails to Allianz from 11 days ago unanswered.
Will vote with my feet. My Allianz CTP just came through. Hello Nrma...
Absolutely not aligned with global events.
This is the last time I will consider Allianz. Bought our travel insurance in late Feb. As the situation with Covid-19 developed, I have been wondering what the insurer will do.
On 13 Mar, it release its FAQ reiterating its exclusion condition when it comes to pandemics (Covid-19 was declared a pandemic on 11 Mar by WHO). On 16 Mar, Allianz US-Coverage provided an update to its terms allowing for some situations to be claimable even if events are related to Covid-19. For example it is stated that in the website "https://www.allianztravelinsur...ance.com/coverage-alerts/2019-novel-coronavirus.htm" However, until further notice, although not covered under most plans, we are currently accommodating claims for: Under Emergency Medical Care Benefit: Emergency medical care for a customer who becomes ill with COVID-19 while on their trip. Under Trip Cancellation or Trip Interruption Benefits: Trip cancellation and trip interruption if a customer becomes ill with COVID-19 either before or during their trip. It is challenging to reach out to the Allianz number to check if the same stipulations apply to similar insurance bough in Aus. But if the website FAQ is any indication, the answer is 'no'. In summary, very disappointing experience with a company who is not prepared to recognise global events.
very good policy but not good enough
Disappointing we had no recourse for having to change our flights to get out of Italy when they shut everything down. We were locked down in our hotel room for 5 days after being forced to cancel our holiday plans and had to eventually pay exorbitant fees to reschedule flights home.
Called for advice while abroad, could not provide advice
Took out a travel policy in August 2019, now abroad with advice from Australian Government that we need to return Allianz Only provided general advice over the phone stating the policy excludes pandemics. I noted that we were not sick and sought advice on coverage and assistance. Sorry, we just work to a script provided. Go figure?
Never leave home without Allianz
I am a first time user of Allianz travel insurance, so easy to use their on line website and amazed at the service and price especially for us older folk. After years of traveling l unfortunately had to make my first claim for a lost item it was so easy with the online claim form and to my amazement the claim was settled the following day. I will never leave home without my Allianz travel insurance in my baggage.
DO NOT get travel insurance with Allianz
Better and less expensive policies are available. This policy has one of the worst cooling off periods and doesn't offer a partial refund outside of the review period. Look at other insurers.
Happy to have it but not required to use it.
Happy to have it but not required to use it. These are troubling times and we are very glad to be home safe and sound. The trip was fantastic and worthwhile.
Don’t leave home without it
Easy to obtain a quote and to finalise payment on the internet however continually missed opening times over the phone so couldn’t ask specific questions relating to the policy e.g international car excess coverage. Ended up just taking a punt. Thankfully didn’t have to use policy so I can’t comment any further.
Peace of Mind
The policy was a good value for my budget. I always use this insurance company because it's reliable. I did not claim any because I don't need to. My travel was safe.
No good. Will not cover pre-pandemic!
Do not go with this company which goes under many names. They are not paying for the pandemic even though it was booked well in advance. I have had my cover cancelled by them.
Luckily didn’t have to use any of the options
The policy was good value but as previously stated no reason to have to use any of the options. With Coronavirus being prevalent I know the policy would have been invalid
Questions & Answers
If I cancel my travel insurance policy before I travel, can I get a full refund without making a claim ?
Allianz PartnersAllianz Travel Insurance
Hi there, I'd suggest giving us a call on 13 1000 to discuss your individual circumstances regarding a refund. Kind regards, Tegan
If I booked and paid my fares on ANZ PLATINUM January, 2020 am I eligible for a refund as a result of the Coronavirus?
Allianz PartnersAllianz Travel Insurance
Hi Merril, thanks for your question - you can call us on 13 1000 to discuss your individual circumstances. Kind regards, Tegan
We are in a similar situation with our ANZ Platinum Travel Insurance. I rang the customer service centre on 1300135271 on the 26 Feb and waited 50 minutes before I got a rep to help - he assured me I should be covered for the corona virus as I activated the cover in March 2019 but that each claim would be assessed on a case by case basis. I wanted to get written confirmation (our trip is worth more than $20,000) so I emailed the ANZAllianz claims department on March 1. Today I received this reply and the bottom line of the reply stated:
“Please be aware of the following -
Regardless of when you have purchased the policy or become eligible the exclusion will apply to all benefits within the policy/booklet if the claim arises from or relates to COVID-19 (corona virus)
Regardless of travel advisory dates, the exclusion will apply to all benefits within the policy if the claim arises from or relates to COVID-19 (corona virus)” needless to say we are very unhappy!! I tried ringing the 131000 but gave up after 30 minutes. Sadly the bookings were with a group of 6 friends and as we are all around 70 - it’s a huge risk to travel uninsured.
Now travel insurer Allianz Partners says it will cover any coronavirus related claims, provided the policy was taken out before midday on January 30. Any policies brought after that time will treat the coronavirus outbreak as a ‘known event,’ and will therefore not be able to offer cover.
Acting CEO Kevin Blyth says Allianz Partners has taken into account the advice of the World Health Organisation (WHO) and the New Zealand Government, which is advising against all but essential travel to China.
“Anyone who took out a policy with us prior to our travel advisory today (Jan 30) will definitely be covered for the coronavirus outbreak,” Blyth told Insurance Business.
“That advisory was our line in the sand, as we expect that everybody would know by this stage that this is a known event.”
“As Tim Grafton rightly said in his statement, it is very difficult to ascertain costs when something becomes a pandemic, and being able to price for that is very difficult,” he explained. “We’ve probably been one of the more generous insurers, and have held off on our travel advisory for as long as we could.”
Allianz Partners excludes pandemics and epidemics under its policy wording, and Blyth says the insurer usually waits for the WHO to declare an epidemic before it stops offering cover. He says he has not yet had any claims related to the coronavirus, but there has been a massive uptick in queries regarding customers’ travel policies.
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