Allianz Assistance Reviews 

Dreadful claims system for tickmaster claim due to ilnees. The page spun me in circles five times. My next move is to contact radio four you and yours consumer prigramme

I had bought tickets to a concert as an early 70th birthday present for my brother but unfortunately died suddenly. I contacted A A re my event insurance and provided the evidence they requested. Surprise, Surprise......they will not pay up as I purchased the tickets from the venue direct and not through Ticketmaster although AA were quite happy to take my money at the time. The claims process seems designed to wear you down and give up. Letters and responses appear AI created and no one will put their name to correspondence. Mind you , I'm hardly surprised as I would not like to admit that I work for these rip off merchants.

In November 2025 I purchased 3 VIP tickets to see Diversity in February 2026 and purchased missed event insurance from Allianz. This was a Christmas present for my 8year old grandson who was absolutely thrilled. Unfortunately he had a sickness bug on the Friday evening and was too poorly to go.
I attempted to fill in the Allianz claim form but it was asking for a doctor's note which I clearly wasn't able to get. This was a bug that was going round school and didn't need a doctor's visit.
I tried phoning Allianz-no reply. It also said I should cancel my tickets with ticket master-I was unable to find any contact details. I phoned Allianz on Monday to explain my difficulties. A man talked me through the form saying a medical note was only needed if it was a travel claim. It should have made it clear on the form! He also said I didn't need proof that I had cancelled the tickets from Ticket master.
Then waited to be reimbursed. Nothing!
I phoned again after more than 2 weeks. Initially I was told that I had cancelled my insurance. Absolutely not. The person looked again and saw the form. He assured me I would receive an email in 2 working days and then 5 to 10 days for money to reach my account. Despite him assuring me he would sort this- a week later I was still waiting. I phoned again and said I expected this to be sorted or I would be raising a complaint. She said she needed to speak to her supervisor. Why? The claim had already been agreed. Again I was told I would receive an email in 2 working days and payment in 5-10 days. More than a month on I was finally reimbursed but no preceding email. I will never use this company again. I was made to feel as if I was making a claim falsely.

This company is terrible. The incompetence is outrageous. Customer service is non existent. One "customer service agent" was chomping on a chewing gum, refusing to answer questions and provide actual customer service, transferred me to her colleague just because she was too lazy to do her job. Another one kept coughing whilst I was trying to speak to her. Do you train them or just assume that they know what an actual customer service means? What kind of bottom barrel do you employ?

Coming soon. How we had to be rescued by the Puerto Rico s Mayor office when Allianz Medical Assistance deserted us after my wife had a medical incident on Caribbean cruise.
Boat gone, no transport or repatriation options offered. Had to organise our own returnto UK.
AVoid ALLIANCE (NO) MEDICAL Assistance.
Presently writing a detailed report for the ombudsman about their non existent customer care

While visiting Barbados I fell and hurt my back which resulted in persistent pain and reduced mobility, I sought medical attention at a local clinic,the Dr recommended a MRI scan followed by physiotherapy subject to reviewing the scan's results, as the cost of the scan exceeded the price limit limit of just £500 specially authorisation was needed, I got a number which was a foreign call centre where English was poorly spoken ,I was told that it would be referred to a medical team and they would contact me soon I waited 2 days no call so I phoned again, no record of my earlier call, the insurance was provided via NatWest black account which used to very good when they used Axer, now clearly not fit for purpose as Alliancz quibbles over small amounts and are reluctant to help ,eventually I was directed to a call centre in Canada and they wanted access to the medical notes even though I had sent them a copy of the original referral form, they seem to be quite adept at thwarting claims or pausing them indefinitely , Natwest Bank needs to be more selective as to quality of such providers,I have had a Black account with Natwest with travel insurance for over 20years and have only made one previous claim

Appalling service, they will do anything to stop you from claiming on your insurance. Dreadful staff who are rude or don’t know what is required which significantly slows down the process - and then the company does not take responsibility for their errors.

Cancelled my insurance but they ignored all the emails. Have had to raise it with the bank. AVOID at all costs

This is a scam you will not get refunded your money I bought ticket for Monster jam truck show in Vegas I live in California I got covic could not go and they told me that I would have to go see a Doctor and pay for a test and send them a letter from the doctor and the lab work and then they would review it and after 30 days they did not know if I would get my $125 back but I paid $30 for the insurance and you do not get the rules until after you purchase the insurance it's a scam do not give them money

The sole reason I have a Black NatWest account is to access Allianz World Wide travel insurance, where we have declared all pre existing medical conditions, which have been accepted and an appropriate additional premium paid. Whilst on a cruise my wife was taken ill and had to have treatment from the ships doctor. The doctor produced an 18 page report, together with invoices which were immediately submitted by email to Allianz. I subsequently phoned Allianz 3 times from the ship, the total time over 2 hours but could get little sense from these calls. On returning to the UK have made numerous calls and emails to Allianz. The emails just receive an auto reply stating they will review in 5 days and then revert, but this doesn’t happen. Phone calls are dealt with by just messengers who state they will pass my requests for information on my claim up the chain. You cannot speak to any decision makers who I was told they don’t have phones! By email they drip feed requests for information over several weeks, such as when was trip booked, full itinerary of activities, cost of trip, cost of flights, details of original booking. On day one they requested authorisation to check her medical records, which was immediately signed and returned by email. Three weeks later I received a phone call from my surgery stating they had only now received their request for this information. I phoned their useless help desk and told it would take up to six months to review my claim. In the meantime I have had topay a very substantial claim on my credit card.

AVOID! My 5 year old daughter broke her foot while in Morocco. I called Allianz to ask about medical cover and to ask if travel costs would be covered if we booked new flights to come home early (because medical facilities in our location were limited), I was told yes, we would be covered. So we flew home early. I then submitted the relevant claim.

Allianz have refused to cover any travel costs, after in no uncertain terms, at the time, telling me Iwould be covered.

Subsequently, I have sent multiple emails to their customer service team which have been ignored. A stupid AI automated system that cuts you off if you try to ring through and no response or call back having raised a complaint once you do get through to a human being.

somehow it does not surprise me that this company has a rating of 1. Well deserved, and i d like to point out that I had used other emergency covers which are way better, helpful and actually help so sort things. This organisation is an epitome of uselessness and incompetence. The only focus is do nothing and provide useless information. We had a water leak, and apart from the fact that i had to sort it myself, they send smbd in 3 or 4 days who did not do anything ( T&C states they MUST PROVIDE A TEMPORARY REPAIR) - even that minimum job was not completed. pls choose another provider - also advise the main insurers. This company is a waste of money hiding behind allianz name.

Home Emergency ! We pay for home Emergency but when you need them (this company) they are absolutely rubbish . I had no heating but was told this is a maintenance issue so we dont cover that . I would not recommend them to anyone . I think
their review grading says it all about them . I am shocked big insurance company's use them . Its giving the insurance companies that use them a very bad name . As I said rubbish and I would never recommend them to anyone , looking at the reviews I am shocked they are still chosen by Insurance companies and operating :(

I was unable to travel due to a passport validity issue. My passport was valid for 5 months, but the airline has a hidden six-month validity policy that is not shown on any of their travel sites. Despite this, Allianz Assistance refused to refund my trip without understanding the situation.

Even though this issue was beyond my control, their team provided no support, alternatives, or guidance, leaving me with significant financial loss.

It is extremely disappointing that a travel insurance provider does not assist customers in such situations. I urge Allianz Assistance to review their policies and provide better support for travellers facing documentation-related issues and talking to airlines companies how poorly treat the customer on these situations

My son had a seizure on the way to the airport resulting in a hospital trip and missed flights. The medical bills were around £2000 and new flights etc were around £1000. This happened early August and a claim was made a day or two later. We are now a week away from Christmas and the claim has still not been paid and the hospital are chasing payment. All very stressful and unnecessary. Won’t be using them again. First and last experience with them.

I didnt want to give any stars - this has got to be one of the worst customer service i have ever dealt with. I chose Emergency home cover insurance for my 91 year old mother so added this to her policy. What a big mistake!
I have spent hours on the phone trying to get a resolution to a claim. Getting an answer to the call is the first obstacle then when you eventually get through they cant help you and have to transfer your call, then it is transferred again and again. By which time you have lost the will to hold on. 'Middle office' what is that? Is it just some black hole in an office block? The catalog of events trying to get a claim sorted has been unbelievable - A leaking roof - the assessors came out to assess the damage on a Friday evening at 5.45pm it was dark - they had a torch which they shone from ground to assess the damage to the roof! That wasnt the best bit....my mother then had a phone call to say the damage would cost 3k her policy covered her for 1k and she would have to pay the additional 2k I was furious that they should phone a 91 year old (i was the contact on the policy) During this I got an independent builder to come round - he actually went on the roof - found two damaged tiles (not what the assessors had in their report) he quoted £1300 - we went ahead with the repair. Since then i have not been able to get through to anyone in customer service - i have emailed 3 times, left numerous phone messages for call backs - nothing. I would strongly advise anyone looked for home emergency cover not to use this 'company'

Amazing breakdown service after my car had a problem and was away from home at midnight. I was recovered within the hour and on my way home, highly recommend!

Booked the KLM comprehensive travel insurance
NOTHING COMPREHENSIVE about the insurance
Very Poor communication while dealing with a claim
KLM insurance I will never use again

I have home emergency coverage. Not worth the paper it’s written on. Horrible customer service and it was obvious the training is to avoid claims. AVOID at all costs