My bag was snatched from under my sunbed while I watched from the sea, my real valuables were locked in the safe but my wife and I’s prescription glasses, sunglasses, my kindle and other small items were stolen as I watched. I had a fractured ankle at the time and was unable to chase the thief and would not let my wife chase him either. I immediately called the insurance company from Spain to report it and a woman (didn’t get her name) answered. So I told her what had happened, she immediately asked “did you leave your item’s unattended”. She didn’t say “oh, that’s awful, let’s see what we can do?” No, she asked if I had left it unattended , I explained that if she meant had I taken my book in swimming with me along with my prescription glasses and Oakley sunglasses then indeed yes I had left them “unattended”. I did tell her that all of my other valuables (money, phones etc.) were secured in a safe on the beach. This very unhelpful customer advisor seemed very VERY happy to inform me that “ahh sorry, bag unattended no claim, anything else I can help you with?” I had been robbed, my wife and I had our prescription glasses stolen, looking back it was quite amusing trying to find out numbers to call from our phones when we couldn’t see anything. But it wasn’t funny, my wife was distraught, I was angry and I couldn’t even chase the guy who picked it up and ran away as I have a broken ankle and was being helped into and out of the sea by my wife before taking off and then putting back on the.boot I have to wear from the hospital. I have worked in customer service roles myself and have dealt with customers in one form or another almost all my working life (I am 63). And I can honestly say that the service that Allianz-assistance gave me that evening was amongst the worst I have ever received. I did call again when I got home and spoke to a man, this would be around 10am on 18th September. He at least had some manners and was a little more human, it didn’t change the “you left it unattended answer” but he had a little more empathy that the first “advisor”. As I said, on the same day, 18/9/23 about an hour or so after I had spoken to Allianz-assistance I cancelled my ultimate reward account from Bank of Scotland which included Travel Insurance.
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Allianz Assistance UK is based in Croydon, Surrey and currently has over 600 UK-based employees.
We offer a range of products that have been developed to suit our customers’ needs. These include motor warranty, vehicle breakdown cover, car hire excess insurance, and our Feefo gold trusted service travel insurance. We are the UK’s market leader in vehicle manufacturer extended warranty schemes.See more