I had a small claim and it was handled without a problem. They have a form online that they would like the attending physician to fill out but since we were out of country and did not know about this before hand we did not. When it was time to file the claim I wondered if they would unnecessarily delay things but it would be extremely hard to get this info now that we were back home. Claim was handled without a problem with existing paper work.
provide all information from Carnival indicating cruise was a "pack & Go' and Carnivals info that cost non-refundable after purchase. However, Jefferson wanted additional information about Carnivals penaltyy refund schedule,which was not applicable. Submitted original documents on 12/04/13,Had to submit the refund info from Carnival's ticket contract (available on line to anyone).Did this on 1/06/14. Called Jefferson on 1/28/14 to find out status. Rep said they were very busy because of snow/ice storms. Rep reviewed my claim and said all information was OK and would request it be approved for payment. Received check on 2/01/14. Almost 2 months for processing. Terrible service.
I am very sorry to hear about your customer service experience and appreciate you taking the time to provide feedback which I will share with our Customer Service department.
While we disappointed you with our processing time, I am very glad the insurance you purchased provided the coverage you needed and wish you safe future travels.
I had to cancel our trip for medical reasons. Allianz claim process was smooth, easy to track, and efficient. I was able to deal with much of the paperwork online, uploading documents needed, and faxing when appropriate. Each time I called, the person responding was courteous and helpful. My airline did not provide documentation in a timely way, and Allianz was very accommodating of that situation. I will use them again.
Fine service and very fair pricing was only slightly blemished by a small lack of communication about the finalization of the claim. Once this was drawn to the attention of the company, I immediately received confirmation from Allianz that the claim had been completed and paid.
An Allianz Global Assistance Rep misrepresented the policy and presumably is doing so to perhaps hundreds of others in order to have them forgo filing valid claims.
He told me that my claim for a damaged tablet that fell while I was unpacking at my Melbourne lodging was NOT COVERED since personal propert is NOT COVERED IF IT IS NOT DAMAGED WHILE IN POSSESSION OF A COMMON CARRIER. I was ASTOUNDED since the policy DOES NOT say this and we all know personal property in all or nearly all policies (including the ALLIANZ policy) covers personal belongings for accidental damage during every day of covered travel, in my case seven weeks from day one to the last covered day of travel. Even after I challenged him he KEPT saying but the policy says "Baggage" so you are not covered if the tablet was not in your luggage etc. UNREAL. HOW many of YOUR customers have failed to file valid claims after this guy, DAN, told them their loss IS NOT COVERED? I asked ALLIANZ claims to find my phone call and pursue this.
Review Updated: 11/29/2014
Allianz rep misrepresented the policy in order to have me drop my claim.
Allianz has failed to so much as refer me to a policy page, paragraph or sentence that defines my coverage as secondary although they 'infer' that in an email.
Square Mouth Zero tolerance has totally failed to do anything about the latter and excused the former which
means there is no zero tolerance.
Do realize that when the Allianz rep misrepresented policy provisions and told me I therefore had NO coverage... he may have told that to dozens or hundreds of YOUR CUSTOMERS who, unlike me, would have accepted his strongly worded denial of coverage and simply dropped their claims. And of course you would not have heard about any of those cases. From a consumer point of view there can be no worse insurance rep conduct then that.
ON top of that the primary versus secondary coverage where Allianz directly infers 'secondary' and where neither Allianz nor Square Mouth has replied to my request for policy language that backs up their 'secondary' claim. A differernt Allianz rep, not the company 'secondary' email tells me he could find not a word in my policy that makes my coverage secondary.
Is this any way to run a Travel Ins company or Square Mouth. My newsletter will advise readers of this entire sorry episode.
Total failure by both Allianz and Square Mouth.
I apologize for any frustration that the misinformation may have caused and that the Customer Service agent will receive further coaching. Our agent wasn’t purposely being dishonest, he just misunderstood as most damage is caused by a common carrier. Your claim is currently being handled by our Claims Department. If you have questions regarding the status, you may contact an agent at 800-334-7525.
I HAD A MEDICAL EMERGENCY. THE CONTACT PEOPLE AT THIS INSURANCE COMPANY WERE NOT ABLE TO PROVIDE ME WITH RESULTS AS I EXPECTED AND NEEDED. IT WAS VERY FRUSTRATING AND IT WOULD PREVENT ME FROM USING THIS COMPANY EVER AGAIN. I AM FILING A CLAIM. THIS PROCESS IS NOW PROTRACTED AND DIFFICULT. THINK ABOUT THIS FOR YOU: I DID NOT GET HELP WHEN I NEEDED IT FAST. I DID NOT GET SOMEONE TO SPEAK ITALIAN AND ENGLISH CLEARLY. I WAS SENT ON A WILD GOOSE CHASE. FINDING A HOSPITAL OR PHARMACY IN A MAJOR CITY BUT THIS INSURANCE COMPANY WAS NOT ABLE TO TELL ME WHERE, HOW, WHAT TO DO. THIS WAS HORRIBLE AND VERY DIFFICULT. NOT TO MENTION STRESSFUL AND CAUSED ME PROBLEMS THAT ANY URGENT CARE FACILITY COULD HAVE RESOLVED. IN THE FUTURE I HIGHLY RECOMMEND ANY TRAVELER GET A BACKUP PLAN OR CONTACT BECAUSE IN THE MIDDLE OF THE NIGHT OR IN A FOREIGN LOCALE YOU ARE HELPLESS. AND THEN WHAT WILL YOU DO?
I’m so sorry to hear about your experience with the assistance we provided and will share your feedback with the team, as we wish to provide the help our customers need when they travel.
I had a medical emergency while in Thailand and had to visit an emergency room for treatment. My claim was handled quickly and fairly after I returned home. No problems at all. I do recommend that anyone in this situation be sure to collect every piece of documentation you can get your hands on to support your claim, including a medical report when you leave the facility where you are being treated. 5 Stars. Highly recommended.
This is actually not a review you want to post. It points out a severe lack of information at the signing up for this policy.
My return trip to the USA got postponed for business reasons, not because of illness or such. I tried to extend my policy coverage for the additional time. Allianz, however, told me that this could not be done. I could get new insurance for up to one year of travel, but only once I were back in the US. This is unfortunate for me since I am now not insured.
If I had known this I would have purchased my insurance for one year right away. Not having been alerted to those limitations is a major disservice.
Is there any way that I could obtain any travel insurance for the remainder of my stay outside of the US, for a maximum duration until July 31, 2015? I am presently in Europe.
Your help is highly appreciated.
Thank for for taking the time to submit a review.
We apologize that you had a negative experience. Allianz policies require a set departure and return date to be eligible, and coverage can not be renewed or extended. This is standard for all policies that have the option to include Trip Cancellation coverage.
However, International Medical policies can be purchased when you are already traveling, and allow you to purchase coverage for dates you choose, rather than the exact date you depart and return home. These policies include Emergency Medical and Medical Evacuation coverage.
We apologize again for the confusion regarding your coverage, and have emailed you a quote for International Medical policies that can provide you coverage for the remainder of your trip.
Thank you for submitting a review of your experience, we appreciate your feedback.
This insurance sucked! Unless I was dead or lost a limb, I'm not covered for anything. I'm not covered for missed flights, except for when it's the airlines fault; which is covered by the airline. This policy is not worth the paper to print it off on.
I am very sorry about your experience. If you would like to discuss your situation further, please contact me at Help.Team@allianzassistance.com and I will be happy to look into the matter.
I was so very impressed with the ease of the claim process and the customer service. There were no issues, I submitted my claim and Allianz took care of the rest. Absolutely no hassle.
$1,000 tips shine a light on service
Squaremouth, a company that puts a focus on how to treat customers, rewards 20 who do the same.
BY KATHERINE SNOW SMITH
Times Staff Writer
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