I hold NatWest Black travel insurance (underwritten by Allianz). We booked our trip on 17/03/2025. Three weeks before travel, my mother-in-law’s condition deteriorated and she was admitted to hospital, so we cancelled and submitted full medical evidence.Allianz refused the claim because a doctor had recorded a terminal prognosis on 07/01/2025 and a cancer diagnosis on 18/11/2024, saying this falls under their exclusion for close relatives with cancer/terminal prognosis in the 12 months before booking—regardless of whether we were aware.We acted in good faith and only cancelled due to an acute decline and hospital admission. Allianz showed zero discretion or compassion and now say it can take up to 8 weeks to issue a final response letter.Outcome: no payout, no goodwill, thousands lost. If you’re considering this cover, read the exclusions very carefully—especially around relatives’ health—because they will apply the wording even in end-of-life circumstances. Extremely disappointed. -1/5. (Claim ref: UK2025 8010398)
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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