Jun 11, 2019

Customer Stories

From life-threatening medical cases abroad to last minute injuries or illnesses that cancelled their trip, our customers share why they believe travel insurance is essential—and how it helped them in a desperate time of need.

 

"This January we were supposed to go to Punta Cana, Dominican Republic. When I bought the airline tickets in September, I remembered to check the box to opt-in to buy travel insurance and I’m really glad that I did.”

- Andrew C., NY, May 2019

His Story: Every year we take a vacation with six other couples – the wives have all been friends since high school. This January we were supposed to go to Punta Cana, Dominican Republic. I developed a chest infection before the trip and my physician said that I couldn’t fly.

My wife and I gave up on going and I reached out to file a claim to get reimbursed for the cancelled flight and resort stay. I was pleasantly surprised at how easy it was to file. Allianz sent the reimbursement quickly and to my surprise, it went into my bank account, not back to my credit card, which was even better as I had already paid the credit card bill.

Before this experience I would say that for 50 percent of the travel that I take, I wouldn’t buy travel insurance, but now I see the value that it has... I shared my experience with the other couples we travel with and recommended that the next time we travel, everyone should opt-into buying travel insurance when they buy their tickets.

 

 

“My husband and I were on a trip to Sri Lanka... The day after we landed, my husband had a medical emergency and he ended up in the hospital requiring surgery. The medical and the trip interruption coverage was life-saving for us.”

- Gratefully, California, June 2019

Her Story: My husband and I were on a trip to Sri Lanka as part of a nine-day package tour. The day after we landed, my husband had a medical emergency and he ended up in the hospital requiring surgery. What started as a nine-day visit ended up as a 21-day hospital stay. I had purchased the Allianz Travel Insurance and was so thankful that the hospital accepted it. If I hadn’t had the insurance or the emotional support I received from the Allianz assistance team, I would have been completely lost and alone in the process of getting my husband the urgent care he needed.

Our case manager, Daniel, walked me through the entire process of medical assistance and he kept daily communication with me. He guided me through each step. I was overwhelmed with the situation, alone in another country, and every time I provided Daniel with updates he was calm, competent, and kind. He made me feel like I was close to home.

There was a small hang up at discharge with the billing department, but Allianz Global Assistance stepped right in and made sure the payments were made to the hospital, so we could go home. The medical and the trip interruption coverage was life-saving for us. They even arranged transportation to and from the airport for us upon our return home.

 

 

“Just two weeks into his trip he became very ill and was admitted. He couldn’t speak, he didn’t recognize me, and he was in a medically induced coma… After six and a half weeks in the Italian hospital, Allianz Global Assistance was able to work out the complicated logistics to get Steven home to Albany, NY.”

- Cathy & Steve LaPidus, NY, May 2019

Her Story: We have traveled all over the world and usually buy a travel insurance policy. For my husband Steven’s genealogy trip to Italy, he initially wasn’t going to purchase one, since we have never needed to use it, but did so a few weeks before he traveled. We are so grateful for his “peace of mind” purchase because that $79 policy saved us over $100,000 and got him home safely after a tragic medical emergency. 

Just two weeks into his trip he became very ill and was admitted to a local hospital near Catanzaro, Italy. He couldn’t speak, he didn’t recognize me, and he was in a medically induced coma. The medical team concluded that he had both sepsis and pneumonia, and had suffered metabolic brain damage. He began to regain speech and memory, but he couldn’t walk or even sit up without help. After 6 ½ weeks in the Italian hospital, Allianz Global Assistance was able to work out the complicated logistics to get Steven home to Albany, NY.

Allianz Global Assistance went above and beyond the call of duty – Lufthansa agreed to transport him but required the use of a medical pod on the plane, which Allianz had never done before. To build the pod, Allianz purchased 16 seats on the aircraft (which were removed), and then Lufthansa installed a private structure that could fit Steven’s stretcher, medical equipment and accommodate the physician and nurse required to travel with him. Upon arrival in the U.S. he was transferred to Albany Medical Center where he spent another two months in rehabilitation.

Throughout the entire process, Allianz Global Assistance was our lifeline. I spoke with them several times a day and they were positive they could bring him home. We can’t even imagine how this situation would have played out had we not had Allianz in our corner. Steven has said that other than our wedding day and the birth of our two children, the day he was able to be transported home was the happiest day of his life.

 

 

“In June, my grandfather passed away right before I was supposed to go to Jamaica. Luckily getting reimbursed for the flights and resort were easy. Again, I just filed online and was reimbursed quickly.”

- Moriah W., NY, May 2019

Her Story: Unfortunately, in the past year I’ve had to use my travel insurance coverage twice. I took a lovely vacation to the U.S. Virgin Islands, but on the way back, there were storms on the East Coast and my flights kept getting delayed or cancelled. I got stuck in Puerto Rico for a night, and a second night in Orlando. Those two extra nights in a hotel, meals at the airport and the cost of the train were expenses I hadn’t planned. It was easy to file online to get reimbursed for those costs and nice to not have to worry about the unexpected expense.

In June, my grandfather passed away right before I was supposed to go to Jamaica. Luckily getting reimbursed for the flights and resort were easy. Again, I just filed online and was reimbursed quickly.

Travel insurance is a small investment that protects your larger expenses. I am fine paying $25 for coverage up to $15,000. I always buy it and encourage friends and family to do so as well. I tell them to click the box for travel insurance when they buy their airline tickets. This way I know they’re protected too.

 

 

“I began purchasing travel insurance from Allianz about four years ago when I started doing more family travel. I’ve had to use it twice, once on a trip with my sister to Hawaii and my bags never made the connection, and two years ago when four out of seven family members came down with the flu.”

- Martina C., NC, March 2019

Her Story: Two years ago, my niece was visiting from China with her new husband.  My family and I were going to [their] wedding reception for our extended family and friends in her hometown of Chattanooga, TN. A few days before departure, my 6-year-old grandson came down with the flu. It was a terrible flu season and our vaccines didn’t provide us any relief.

One by one, the entire family went down with the illness. I called Allianz Global Assistance and shared what had happened and provided the physician’s note about my grandson.  Out of the seven of us traveling, four were not well enough to make the trip. Four airline tickets is a pretty significant investment. Allianz reimbursed us for each of those tickets. Luckily, we were able to cancel our hotel rooms free of charge.

This is the second time that the insurance has been a lifesaver. My first experience using Allianz Travel Insurance was on a trip with my sister to Hawaii several years ago and my bags never made the connection. I will continue to purchase this coverage for every trip that I take.

 

 

“When I bought our tickets through Kayak last year, the policy offered for our trip was $150 and was a financial lifesaver, considering my hospital bill was over $10,000—not to mention the upgraded flight home and the wheelchair van transport. The convenience of buying it at the same time I purchased my airfare was important and worth it.”

- Scott J., GA, May 2019

His Story: We were in Vienna to spend the afternoon sightseeing. It was near dusk, and I was walking on a cobblestone path… when I lost my balance and tripped, rolling off a concrete embankment and crushing both of my heels. My right foot was shattered and my left foot was… fractured. The doctors at the hospital took great care in how they approached my condition and did the x-rays. They put me in temporary plaster casts that went from my feet up to my knees.

Allianz Global Assistance arranged for my safe transport back home, first by coordinating a wheelchair van with a paramedic to take us to the airport. Due to the condition of my legs and restraints from the cast, they upgraded our airline tickets to business class with a seat that enabled my legs to be extended and elevated. Once I arrived in Atlanta, they transported me straight to a local hospital for ongoing care.

I am very grateful for their assistance. I would not have been able to coordinate all the necessary travel arrangements or manage the cost of hospital care in Vienna, as my U.S. health insurance plan doesn’t provide international coverage. I would recommend Allianz Global Assistance to anyone considering a trip.

 

 

“I always purchase travel insurance when booking my airfare as a way to ease financial stress should something occur resulting in a canceled trip, and for peace of mind. It’s worth it for the price.”

- Kathleen L., TX, May 2019

Her  Story:  I have been taking domestic-based trips about four to five times a year since 2012… mostly to Wisconsin to visit my family. I always purchase travel insurance when booking my airfare as a way to ease financial stress should something occur resulting in a canceled trip, and for peace of mind. It’s worth it for the price. With Wisconsin, you never know what type of weather might arrive and wreak havoc on your travel plans. We once had to rent a car and drive two days back to Dallas because planes couldn’t take off.

We have only needed to file a claim once – when my mother’s health took a turn for the worse during one of my visits and needed to go immediately into hospice care. The physicians didn’t think she would make it through the week, therefore I canceled my return flight to wait it out. I ended up staying with her for six weeks. Submitting my claim for the airfare was a very easy process – my husband had our insurance policy information and we did everything online. We received our reimbursement very quickly.

The airlines make it easy to purchase by including it as part of the ticket buying process. The first time we purchased it, we printed off the policy that Allianz Global Assistance emails you immediately after completing the transaction and read through it to know what we were covered for.

 

 

“A week after I purchased my ticket, I had to cancel my trip due to a medical reason. I had a great experience with Allianz Travel Insurance. I’m recommending travel insurance to all my family and friends…”

- Johanna Ward, NY, May 2019

Her Story: When I was planning my trip to Phoenix, Arizona, in October 2018, I decided to purchase travel insurance along with my plane ticket through the American Airlines website. It was the first time I’ve purchased travel insurance, but I decided it was a good idea after learning my basic economy plane ticket was not eligible for flight changes or refunds. A week after I purchased my ticket, I had to cancel my trip due to a medical reason. I contacted the airline first, with the hope that they would provide me with a refund, travel voucher or credit, but they wouldn’t due to the medical circumstances. I called Allianz Global Assistance and they helped me obtain a full refund.

I had a great experience with Allianz Travel Insurance. The representative was very informative and helpful, and she provided me with the case number and proper forms to fill out. It was an easy process, and I was very thankful for their help. I’m recommending travel insurance to all my family and friends, including a colleague who had to cancel a past trip and was unable to get a refund.

 

 

“When my wife and I booked our plane tickets for our trip to London, we decided to purchase travel insurance through the airline’s website. We always purchase travel insurance when we travel.”

- Steve, NY, May 2019

His Story: When my wife and I booked our plane tickets for our trip to London, we decided to purchase travel insurance through the airline’s website. We always purchase travel insurance when we travel. Many people don’t know that typically your U.S. domestic medical insurance does not cover you when you travel internationally.

During our trip to London, we visited the British Museum and while viewing the Elgin Marbles in a dimly lit room, my wife slipped and fractured her left wrist, battered her head, and broke her eye glasses. She was taken to the Princess Grace Hospital in London where she received x-rays on her wrist and a cast, and six stitches over her eye. She also had a big lump on her head the size of a golf ball. 

After her accident, we had all these medical bills from the hospital in London. The last thing we wanted to do after our trip was paperwork with travel insurance. We expected a tremendous inconvenience, but Allianz Global Assistance did an excellent, no-hassle job in settling the claim. We got the bills together, uploaded them online to the Allianz website and received our refund check. It was very simple and painless, and could not have been easier or faster. Allianz was very responsive and we’ve been telling our friends how easy it was to settle our claim.

 

 

“When you spend the kind of money on a long trip like Hawaii, travel insurance is worth every penny. I’m once again purchasing travel insurance, which I recommend for everyone. You hope nothing ever happens, but it if does, Allianz will back it up.”

- Robert F., Humble, TX, March 2019

His Story: I purchase travel insurance for almost every trip. We take frequent trips to Hawaii to visit our son, who lives in Oahu and is a psychiatrist for PTSD patients. Last August, we traveled to Hawaii during hurricane Lane. We were on the northwest side of the island, and the hurricane was predicted to stay on the western side.

The day we were leaving the hurricane moved to the central and eastern side of the island, and we experienced 40 inches of rain. The main road was forced to close due to flooding… and when the road finally reopened, we jumped in our car… and drove to the airport. As soon as we arrived, the road closed again. We were lucky that we made it on time, and I didn’t have to use our travel insurance to change our flights. With that said, it made us feel less stressed knowing that we had the safety net of Allianz Global Assistance in our back pocket.

 

 

“My bill could have been thousands but I knew I had coverage. Allianz Travel Insurance was my safety net for the trip.”

- Rene Hensley, NY, March 2019

Her Story: I have been using Allianz Travel Insurance for… [decades]. I’ve never had a problem, but I’ve come close a couple of times. I travel one to two times a year with family and friends, and travel insurance gives me piece of mind to know I’m covered if any accidents were to occur.

Last summer, my wife and 18 of our friends took a cruise from New York to the Bahamas, stopping in Florida and a private island. I know my regular insurance doesn’t cover me when I’m outside the U.S., so I once again purchased travel insurance for the cruise. When we arrived at the private island, we had to take a smaller boat to shore. The boat was rocking and I fell and broke my wrist.

I went to see the cruise doctor for x-rays and treatment. While I was waiting to be seen, another passenger came in with a sunburn and they charged her $21 for a small bottle of aloe vera. Luckily, they didn’t charge me for the treatment; in addition to the x-ray, I received a cream for the inflammation, pain pills and a shot. My bill could have been thousands but I knew I had coverage. Allianz Travel Insurance was my safety net for the trip.

 

 

“These trips are a significant financial investment and we believe it’s crucial to protect ourselves. While we are fortunate that we have never had to file a claim, obtaining coverage from Allianz is a natural part of our trip planning process.”

- Andrea Raymond, RI, March 2019

Her  Story:  We started purchasing travel insurance about five years ago after my father, who is now 92 years old, suffered a stroke. This was a life altering event and made us realize that with our aging parents and their medical issues, we need to be financially covered. We take about one big trip a year, which has recently included Ireland, Costa Rica, and Bermuda, with our honeymoon in Hawaii planned for this summer. These trips are a significant financial investment and we believe it’s crucial to protect ourselves.”

 

 

“The claim process was smooth and I was so pleased to know that it was a worthy investment after my trip was interrupted. Allianz [ Global Assistance] was very transparent and the refund process was very easy and convenient. I plan on using Allianz again for all my future international trips.”

- Jake B., WA, May 2019

His Story: I travel a ton for work and I love international travel. I found a great deal on a flight to London from San Francisco. I was 80 percent sure I would take the trip, but since I got such a great price on the flight, I decided to purchase the travel insurance when I booked my ticket. I have never used travel insurance before, because I’d always had this feeling that when I really needed it some loophole wouldn't allow someone in my position to receive a refund. However, that turned out not to be the case.

I was under the weather about a week and a half before my trip, and I also found out my close buddy in the military wasn’t going to be able to travel to London with me. I was not feeling good about being sick and leaving the country by myself, so I decided to reach out to Allianz Global Assistance and start the process of cancelling the trip.

The claim process was smooth and I was so pleased to know that it was a worthy investment after my trip was interrupted. I went to urgent care, submitted the proper paper work to Allianz Global Assistance, and about a week later received a refund check. Allianz was very transparent and the refund process was very easy and convenient. I plan on using Allianz again for all my future international trips.

 

 

*Terms, conditions, and exclusions apply.

Insurance benefits underwritten by BCS Insurance Company (OH, Administrative Office: 2 Mid America Plaza, Suite 200, Oakbrook Terrace, IL 60181), rated “A-” (Excellent) by A.M. Best Co., under BCS Form No. 52.201 series or 52.401 series, or Jefferson Insurance Company (NY, Administrative Office: 9950 Mayland Drive, Richmond, VA 23233), rated “A+” (Superior) by A.M. Best Co., under Jefferson Form No. 101-C series or 101-P series, depending on your state of residence and plan chosen. Plans only available to U.S. residents and may not be available in all jurisdictions. Allianz Global Assistance and Allianz Travel Insurance are marks of AGA Service Company dba Allianz Global Assistance or its affiliates. Allianz Travel Insurance products are distributed by Allianz Global Assistance, the licensed producer and administrator of these plans and an affiliate of Jefferson Insurance Company. The insured shall not receive any special benefit or advantage due to the affiliation between AGA Service Company and Jefferson Insurance Company. Plans include insurance benefits and assistance services. Any Non-Insurance Assistance services purchased are provided through AGA Service Company. Except as expressly provided under your plan, you are responsible for charges you incur from third parties. Contact AGA Service Company at 800-284-8300 or 9950 Mayland Drive, Richmond, VA 23233 or customerservice@allianzassistance.com.