allianz-assistance.co.uk

The sole reason I have a Black NatWest…

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.

Date of experience: Dec 21, 2025