- Report: #1452355
Complaint Review: Alliantz Global Assistance - Richmond Virginia
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Author Not Confirmed
Why?
Alliantz Global Assistance
P.O. Box 71533 Richmond, 23255 Virginia, United States
Phone:
1-866-672-9580
Web:
https://www.allianztravelinsurance.com
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Alliantz Global Assistance Refused to pay claim when performer reschedule performance due to illness Richmond Virginia
I purchased four tickets to the Eagles – 2018 North American Tour on Saturday, May 4, 2018 at Moda Center, Portland, OR, as a family present to my husband in celebration of his 50th birthday. While this was a somewhat frivolous gift (given its significant expense - $639.10), I was confident that my dollars were protected because I also purchased the event insurance policy.
Sadly, a few days prior to the concert, we were notified that the lead singer, Don Henley, would not be able to perform due to illness. Instead, he would need a couple weeks to recuperate and return to the Portland stage on Tuesday, May 22, 2018.
Regrettably, my family and I had multiple conflicts with this new performance date and weret be able to attend. I visited the Allianz Global Assistance website, reviewed the claim process and submitted a claim (along with the supporting documentation) for the refund of the ticket costs. This online process required one to complete pre-set fields/categories that limited my ability to accurately portray what had occurred (lead singer was sick) and resulted in a denial of coverage based on their policy not to honor claims that were caused by a promoter cancellation.
Given that the decision to reschedule was not a decision made by the promoter but instead in support of the performer I appealed the denial and provide extensive documentation along with several emails to the company but was eventually denied again because they decided (even without it being clearly stated in their policy) that this situation most represetned a venue/prmoter cancellation which they state in the contract is not supported.
Clearly, the illness of a band’s lead performer is one of those unforeseen situations that should be recognized as a legitimate reason for honoring the claim. The refusal to do so is just another unfortunate example of how these types of companies and insurance packages promosign protection just prey on honest people's need/belief for a little extra security when making large investments/purchases.
3 Updates & Rebuttals
Robert
Irvine,United States
Not incorrect
#2Consumer Comment
Fri, July 20, 2018
Sorry but you apparently have the wrong idea about the insurance. Their Online form is designed to provide a claim for COVERED events. Which is precisely why you were having issues "accurately" portraying your situation because your situation is not covered because it isn't needed to be covered. This is further shown by the link posted earlier that stated you could get a refund from the Point of Purchase..no mention of insurance.
I will not say that you were defiantly notified that you could get a refund, but I will say it is highly unlikely that you were not notified. If you ordered it online it is more likely that TM did send an email notification and you either ignored it or did not read the entire message. As in that message would have been instructions on how to claim a refund and it would not have been to make an insurance claim. How do I know? I have had events rescheduled and have returned them through TM.
I would suggest that perhaps you review the e-mails you received from them, take a look in your spam folder to see if one got put in there. Of course that is really a non-issue right now because with it now a couple of months past any refund you were entitled wouldn't be approved through what would have been the correct process.
Robert
Irvine,California,
United States
Something's missing
#3Consumer Comment
Thu, July 19, 2018
I am not sure what you are trying to get your money back on. If it is the just the concert tickets insurance does not cover these situations. Because when a concert is rescheduled you are able to refund the tickets from the point of sale for full value. There is no need for insurance.
Please read the following link as an example.
http://www.kink.fm/eagles-show-postponed/
Now, if you failed to get a refund during this period before the rescheduled date figuing you could still go. If you then do not show up the fact that the concert was rescheduled no longer applies. In this case the only reason the insurance would apply is if you couldn't go due to one of the covered reasons such as YOUR illness. In general just saying you had a "conflict" isn't enough, that confict has to be listed as a covered reason and you generally need to show proof.
Mary
Tigard,Oregon,
United States
You are incorrect ---- Allianz Global Services also offers event insurance
#4Author of original report
Thu, July 19, 2018
The tickets were purchased and noted as non-refundable hence the avaiability of the insurance protection package offered through Ticketmaster which we bought to ensure we would be protected for unforeseen circumstances.
At no point in time did the performer, promoter or venue offer to refund tickets when the concert was rescheduled. We knew from the beginning we would not be abvle to attend and filed our claim prior to the rescheduled concert date.
