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Allianz Travel Insurance

Allianz Travel Insurance Questions & Answers

Comprehensive Plan, Basic Plan, Domestic Plan, Multi-Trip Plan
4.1 from 2,939 reviews · View Details

85 questions from our users

Big Daddio

Big Daddioasked

Allianz Travel Insurance

Hi,
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!)?
Cheers
Steve

3 answers
Bryn
Bryn

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.

Big Daddio
Big Daddio

Hi Bryn,
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.
Cheers

Allianz Travel Insurance
Allianz PartnersAllianz Travel Insurance

Good Afternoon,
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?
Thank you,
Marius - Allianz Global Assistance Team

Concerned

Concernedasked

Allianz Travel Insurance

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?

1 answer
Allianz Travel Insurance
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

Mallytravel23

Mallytravel23asked

Allianz Travel Insurance

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.

1 answer
Allianz Travel Insurance
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

Francesco

Francescoasked

Allianz Travel Insurance

Hello,
I have checked your website and can't find an answer to my question. I have also just phoned 131000 mas suggested to Jacqui (another person on this page) however I am unable to get through. My question is: I have taken out a policy beginning 16/5/20, ending 7/6/20. We had planned to travel to The Kimberley, WA. We have had to cancel the holiday due to WA borders being closed, in addition to some accommodation in Broome. Are we able to cancel our policy and what is the process?
Thank you for your assistance.
Tom

5 answers
Raj
Raj

Sorry can’t help you but if they do not give you a refund take it up with AFCA as I will be doing

Francesco
Francesco

Thanks Raj.

jetsetter
jetsetter

Only way to get money out of this mob is by getting AFCA involved

jacqui

jacquiasked

Allianz Travel Insurance

Hi I purchased 2 Travel Insurance Policies. Due to the Corona Virus our flights were cancelled by Jetstar. Can we get a refund for the Policies as we have not commenced our trip due to them cancelling on us and we do not intend to make a claim. I have spoken to Consumer Protection and they have stated that we should be entitled to a refund....

2 answers
Allianz Travel Insurance
Allianz PartnersAllianz Travel Insurance

Hi Jacqui, for refund requests please give us a call on 13 1000. Kind regards, Tegan

jacqui
jacqui

Hi, yes we did that over a week ago. Just waiting for an answer. thank you regards Jacqui Gilbert..

Money

Moneyasked

Travel Insurance - Comprehensive Plan

If I cancel my travel insurance policy before I travel, can I get a full refund without making a claim ?

1 answer
Allianz Travel Insurance
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

elledee

elledeeasked

Allianz Travel Insurance

Italy has been closed down. Will I get a refund for my trip to Italy

5 answers
jetsetter
jetsetter

Doubt it. Hardly any insurance companies are covering epidemics/pandemics

Allianz Travel Insurance
Allianz PartnersAllianz Travel Insurance

Hi there, we now have a coronavirus FAQs page on our website which may be useful for you: https://www.allianz.com.au/travel-insurance/covid19-faq/ Kind regards, Tegan

elledee
elledee

I checked out your coronavirus FAQ’s page but there are 4 areas you don’t cover and I wonder if you could clarify them for me? All my questions are related to me not being able to make a choice to cancel.
1. If a country is designated by Smart Traveller, as 'do not travel’, I am not cancelling my trip. The Australian government has decreed that I can’t travel so can I make a claim for my airfare?
2. If a country that I am travelling to declares that I am prevented by their laws from entering their country, (eg Israel) can I make a claim for my airfare. In this case, the decision not to go there is made for me. I don’t choose to cancel.
3. If an airline re-schedules my flight(s) to a date which is impossible for me to accept , can I make a claim for the airfare.
4. What if there are no flights at all to the country I had planned to visit? Can I make a claim for the airfare ?

elledee

elledeeasked

Allianz Travel Insurance

I have purchased flights in September 2019 for travel to South Africa, via Singapore, then Italy and returning to Australia via Bangkok. If the Australian Government through Smart Traveller, calls any of these destinations as ‘level 4’ (do not travel) can I claim on my Complimentary travel insurance issued via ANZ Platinum card?

4 answers
Allianz Travel Insurance
Allianz PartnersAllianz Travel Insurance

Hi there, I'd advise calling us on 13 1000 to discuss your individual circumstances. Kind regards, Tegan

cyno
cyno

Why can't you just answer the question now???? This question pertains to hundreds of people in the same situation. Good luck to having question answered on 131000...

Tricky Ricky
Tricky Ricky

I have the same issue with Insure and Go insurance. There so called Gold Cover policy covers the pandemic because it was purchased last year for travel in July 2020. I booked through a travel agent and although i maybe able to get a full refund from them my insurer will only pay a maximum of 10% of the total amount i have paid to the travel agent for flights. Once the insurer deducts their excess of $100 per person we get absolutely nothing back from them. They have every single angle covered so you cant possibly make a successful claim. They are all a bunch of crooks.

Steve

Steveasked

Allianz Travel Insurance

If I book to travel to the United Kingdom and Ireland neither of which are included at this time in warnings from The Travel Smart website. Will I be covered for cancellation if they are put on the "Do not travel" list between now and when I travel. Will my medical expenses be covered in the UK and Ireland if there is a coronavirus outbreak while I am there? Will that include repatriation?

1 answer
Allianz Travel Insurance
Allianz PartnersAllianz Travel Insurance

Hi Steve, I'd suggest giving us a call on 13 1000 to discuss your circumstances. Kind regards, Tegan

Merril ROBERTSON

Merril ROBERTSONasked

Travel Insurance - Comprehensive Plan

If I booked and paid my fares on ANZ PLATINUM January, 2020 am I eligible for a refund as a result of the Coronavirus?

5 answers
Allianz Travel Insurance
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

Merril ROBERTSON
Merril ROBERTSON

Ive emailed the company and hoping for an answer

Paddi B
Paddi B

Hi Merril
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.

Darryl C.

Darryl C.asked

Travel Insurance - Comprehensive Plan

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.

3 answers
Ocean
Ocean

Hi There
Do you know if anyone has successfully been refunded by Allianz Travel insurance for travel booked pre the 30th January?

Allianz Travel Insurance
Allianz PartnersAllianz Travel Insurance

Hi Ocean,
Claims are assessed on a claim by claim basis.
Should you wish to lodge a claim for assessment, you may choose to do this online.
Alternatively, if you would like to discuss your options further, you are welcome to contact the Travel Claims team.
Kind Regards,
Marius

Darryl C.
Darryl C.

In other words....Probably Not

Darryl C.

Darryl C.asked

Travel Insurance - Comprehensive Plan

"Overseas Emergency Medical & Hospital Expenses Unlimited"
Don't write this on the front cover of your policies when it's not true for unknown events.

No answers
Graeme

Graemeasked

Allianz Travel Insurance

You pay for your insurance and it is three months from when the accedent happend they took the car away left someone the stress of getting children to childcare and them self to work ,depend on others to help before the gave a rental car and still havn't given the money out so she can get another car
So whats the go with all this is it a normal thing that you do to people because it seemes to me that it is happening with a lot of company's

1 answer
Allianz Travel Insurance
Allianz PartnersAllianz Travel Insurance

Hi Graeme, I'm sorry to hear about this and thank you for reaching out. I will send you a private message to get further details so we can look into this for you. Kind regards, Tegan

elledee

elledeeasked

Allianz Travel Insurance

I have booked and paid for flights and accomodation for a trip to South Africa and Europe (Italy and France). Can I claim on my insurance if I get a doctor’s advice not to travel ?

2 answers
Carol
Carol

I don’t know the answer to that, the insurance company are the people to ask.

Allianz Travel Insurance
Allianz PartnersAllianz Travel Insurance

Hi Elle, thanks for your question. I'd suggest calling our Sales Team on 13 1000 to discuss your circumstances and ask any questions you have. Kind regards, Tegan

Janet J.

Janet J.asked

Allianz Travel Insurance

Does it cover corona virus

5 answers
N F
N F

No one does! From the 31st of January, no insurer I've looked at (at least a dozen) is covering it, worldwide! I was shocked. Even for countries with no cases yet. It's ridiculous.

Wasted My Money
Wasted My Money

Here is the official language from the product disclosure:

"We will not pay under any circumstances if:
A.14] Your claim arises from, is related to or associated with:
- an actual or likely epidemic or pandemic; or
- the threat of an epidemic or pandemic."

I called them (after purchase) to confirm. They will not honor claims for flight cancellations or health related to the Coronavirus outbreak.

Allianz Travel Insurance
Allianz PartnersAllianz Travel Insurance

Hi Janet, thanks for your query. I'd suggest giving our Contact Centre a ring on 13 1000 to discuss any questions you have. Kind regards, Tegan

mtm

mtmasked

Allianz Travel Insurance

The name given in reply each time a complaint is made is always Tegan what brand of auto reply system is she? obviously not human

No answers
Carol-Ann

Carol-Annasked

Allianz Travel Insurance

My daughter’s partner was admitted to hospital in Sapporo, Japan on Wednesday of this week with a fractured skull and brain fluid leaking from his ears. We have been in contact with Allianz on multiple occasions but no one at Allianz can provide any information regarding his condition. He has fully comprehensive travel insurance. We have been advised that Allianz has an agent in Japan who is trying, without success, to get information. We were told by the Allianz staff that hospitals can be obstructive. The hospital staff do not speak English and my daughter’s partner does not speak Japanese. Notwithstanding that fact, we have managed to contact the hospital independently through a Japanese friend and been provided with a comprehensive update. The hospital staff were super helpful. We have discovered that he is in a serious condition and cannot be moved. At what stage does Allianz provide the level of cover and support required in a situation like this? Two full days have now passed. The way in which this matter is being handled by Allianz is deeply concerning. Please can we have an urgent response and an update. The case number is 19332265.

6 answers
Brian Morgan
Brian Morgan

who is the patients next of kin .this person should get information from Allianz and the hospital

jetsetter
jetsetter

OBSTRUCTIVE is not a word allianz should be using about hospitals but it most definitely applies to allianz claims department

Carol-Ann
Carol-Ann

My daughter is the patient's next of kin. She is now in Japan with her partner and the hospital staff are being quite wonderful. The standard of care he is receiving and the kindness the hospital staff are showing towards my daughter is exceptional. My daughter is the person obtaining the Cat scans, medical reports etc directly from the Japanese medical team and forwarding the documents, scans etc to Allianz. Allianz say they were unable to get hold of these documents via their Japan based agent.

Peter W

Peter Wasked

Allianz Travel Insurance

Do I need extra medical insurance for a trip to Africa (Kenya, Tanzania) after an arterial bypass (10 May 2010)

1 answer
Allianz Travel Insurance
Allianz PartnersAllianz Travel Insurance

Hi Peter, thanks for your question. I'd suggest giving our customer service team a call on 13 1000 to discuss your requirements and medical history so they can answer any questions you have. Kind regards, Tegan

Peter W

Peter Wasked

Allianz Travel Insurance

I have Allianz travel insurance through my credit card for an Africa (Tanzania, Kenya)trip in August 2020. Do I need additional medical cover because of an arterial bypass I had 10 May 2010 but currently in excellent health.

3 answers
Ken
Ken

sorry no idea - that is a question for the compnay

jetsetter
jetsetter

I would never rely on credit card travel insurance especially as you have a pre-existing medical

Allianz Travel Insurance
Allianz PartnersAllianz Travel Insurance

Hi Peter, give our team a call on 13 1000 to discuss this and any other questions you may have.

Bob  Karakas

Bob Karakasasked

Allianz Travel Insurance

I am a HSBC customer so do you have any discount for us and do you do match prices with other company (Medibank)
Thanks
Bob

1 answer
Allianz Travel Insurance
Allianz PartnersAllianz Travel Insurance

Hi Bob, thanks for your query! I'd suggest giving us a call on 13 1000 and we can give you a quote and answer any questions you have. Kind regards, Tegan

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