Watch this brief video for a special partner message.
Through these past few months, we’ve been proud to stand by you as you’ve worked so hard to help customers navigate pandemic-related issues. To help you in that endeavor, we’ve been working to make adjustments and accommodations in response to these unprecedented circumstances. Here are some of the ways we’ve been supporting you and your customers.
Updating Product Reference Materials with Answers to Your Questions and Situation-Specific Analysis
Because positive customer experience is a key focus of our business, we’ve been striving to deliver the best experience we can during these extenuating circumstances. One of our most important considerations is providing clear answers to the questions you and your customers are asking about their plans. To that end, we’ve reviewed and updated customer marketing pieces and advisor training materials, issued advisories and frequently asked questions, and temporarily paused some self-service methods and automated features.
Temporarily Accommodating Claims for Customers Who’ve Become Ill with COVID-19
Claims due to known, foreseeable, or expected events, epidemics, government prohibitions, warnings, or travel advisories or fear of travel are generally not covered, and coverage can vary by state. However, until further notice, we’ve been accommodating claims for the emergency medical care of customers with Emergency Medical Care benefits who’ve become ill with COVID-19 while on their trip, as well as trip cancellation and interruption claims for customers with applicable benefits who’ve become ill with COVID-19 before or during their trip.
Temporarily Accommodating Premium Refunds for Supplier-Cancelled Trips that Qualify
As another temporary accommodation, we’re offering customers whose trip has been cancelled by their supplier due to COVID-19 the option of cancelling their plan for a full refund of their plan cost, as long as they have not already filed a payable claim under the plan. Normal cancellation rules also still apply.
Allowing Customers to Make Travel Date Changes for Plans up to 770 Days from Purchase
Many customers have opted to move their travel plans further into the future, and we’ve made it easy for you to change their travel protection dates during that process. Travel dates for an existing plan can be changed in AgentMax or at AllianzTravelInsurance.com up to 770 days from the original date the plan was purchased. (Date changes must be made prior to travel and prior to the loss for which the customer seeks coverage).
Working to Keep Cancel Anytime Products Sustainable and Available
While many travel insurers have reacted to recent spikes in risk by pulling certain types of products from the market altogether, we’ve worked to make carefully-considered modifications to our Cancel Anytime products—enabling us to keep them more sustainable and in the market for the foreseeable future.
Please read our coverage alert for more details and updates on some of these accommodations. Your district representative and Agent Services team are always happy to help answer your questions, too.
Thank you for your partnership and your shared dedication to helping travelers navigate this unfamiliar territory. We’d like to reassure you that—because we went into this pandemic strong—we’re confident in our ability to weather this storm together. As normal levels of travel resume, we’ll all have important roles to play in supporting our shared customers—and we’re committed to leading the way forward with you.