Comments on: Access America Travel Insurance

By: Rita Numan

Rita Numan — Tue, 07 Feb 2012 05:57:20 +0000

Had I have looked up these reviews earlier I would have been sure to stay away. I had a two day booking at a hotel out of country for New years and a few days before I got a kidney infection and followed their instructions prior to the trip on how to cancel everything. Well I got the documentation that they needed including the doctor request to cancel my trip and sent that as an attachment in a email, along with the reference number in the body text and the hotwire itinerary. I sent that email January 5th as I was on the phone with an agent from access america to make sure that I was sending it to the correct location. Well the rep told me I would receive an email conformation that they had received my documentation… well I waited and waited and waited… NOTHING (surprise)! Called them back Jan 23rd only to be told… I had never sent them anything! wow! really so I decided to foward them my first email! They told me to call back within a few days seeing as he was unable to see if he had recieved it… because some other “department” has to put my email into my “file”! Well lets fast forward until yesterday.. first I search for accessamerica to check my “claim” to my surprise they switched their name to ALLIANZ! WELL THATS GREAT! I look through my claim online only to be told once again that I did not have everything sent! Frustrated I called them to see WTH was missing this time and I was told it was the itinerary for my trip!!! ARE YOU KIDDING? IT IS NOT ONLY NOT AN ATTACHMENT BUT IT WAS RIGHT UNDER THE REFERENCE NUMBER THAT THEY TOLD ME TO PLACE IN THE BODY OF THE EMAIL!!! so she tells me “sorry your email shows advertisements and etc” after explaining time and time again are you sure because that is what the hotwire itinerary has little advertisements on the bottom… “she says something is wrong with your email”. At this point I asked for a manager because I was frustrated to get the run around without every receiving an email or anything saying I am missing anything!! She stated that the department I need to reach is closed at this time but she can have them call me tomorrow… which was today… she also asked “what time can you be reached” I RESPONDED WITH “AT ANYTIME EXCEPT THE HOURS OF 3-5PM”… since I have class at 3:30pm… I got an unknown incoming call and decided to answer.. as the other person sounded a little shocked I answered “OH HELLO MISS RITA I AM SO SORRY TO BE CALLING YOU DURING THE TIME YOU ARE NOT AVAILABLE, DO YOU HAVE TIME TO TALK? I NEED TO MAKE THE CALL BACKS BY A CERTAIN TIME”… THIS CALL CAME IN AT 3:20 PM! HOW SHADY IS THAT? AS IF THEY INTENTIONALLY CALL YOU TO GET YOUR VOICE MAIL. well I was not having it and told her I was able to speak and explained the situation.. She then explained again that the itinerary was missing… I explained that was impossible as it was in the text of the body not some attachment.. she then asked me to hold and came back to respond “oh well I did not know that because now I see it!” let me ask a general question here, but if they tell me to make sure my reference number is the first thing in my email which is directly followed by my itinerary.. how could they possibly have “missed it”? anyways after she found it.. she said “well i have to look this over and reconfirm with your doctor!” I AM SORRY WERE THE PAPERS I SENT OVER NOT ENOUGH AFTER GIVING ME THE RUN AROUND ABOUT INFORMATION I HAD SENT SINCE DAY ONE AND NOW THIS? she went to say “okay I have a meeting at 4:00 I will try to call you right before or if i can’t you will hear from me by 5:00 pm” and thanks blah blah blah “i will speak to you shortly”…. well its 12:46 am and I have not received that call back! I AM TRULY SORRY I EVEN MADE THIS PURCHASE! SEEING AS I HAVE SERIOUSLY LOST HOPE IN SEEING MY MONEY BACK EVEN THOUGH I FOLLOWED WHAT THEY WANTED TO A T… IT SUCKS THAT I HAD TO CANCEL MY TRIP DUE TO PAINFUL KIDNEY INFECTION… BUT DEALING WITH THEM FOR THE PAST MONTH AND A HALF HAS BEEN A BIGGER PAIN! i WILL FOR SURE COME BACK AND POST IF I DO END UP GETTING MY MONEY BACK… BUT I AM STARTING TO DOUBT IT NOW THAT I SEE WHAT EVERYONE ELSE IS SAYING… ITS REALLY SAD BUT I PROMISE TO MAKE SURE EVERYONE I KNOW FINDS OUT WHAT KIND OF COMPANY THIS IS IF THEY DON’T GET STRAIGHT TO THE POINT AND DO WHAT THEY CLAIM TO DO… WHICH IS TO INSURE US!

WARNING ACCESS AMERICA IS NOW CALLED ALLIANZ! MAYBE THEY ARE TRYING TO BUILD A NEW REP WITH THIS NAME BUT THE OLD NAME AS FRAUD WRITTEN ALL OVER IT… I WILL MAKE SURE TO WRITE MANY REVIEWS ON ALLIANZ INCLUDING TO BBB IF I DO NOT HEAR ANYTHING BY TOMORROW!

By: Ann Weaver

Ann Weaver — Sat, 28 Jan 2012 17:26:19 +0000

Save your money. Don’t bother

Hi Ann –
Jackie from Access America’s Help Team here. I’m sorry that you don’t have a positive perception of Access America; since I don’t have very many details on your specific situation, I am unable to provide you with guidance and advice. However, I encourage you to call our customer service line at 1.800.284.8300, and one of our customer service representatives will gladly provide you with full details on the reasoning behind the outcome of your case, walk you through the benefits of other packages that we offer, and answer any other questions you may have.
Regards,
Jackie

By: Jane Smith

Jane Smith — Thu, 26 Jan 2012 14:21:47 +0000

After reading how they denied a claim for a woman whose father had cancer, I will make sure to put this company on my BOYCOTT list!

Hi, Jane –

Jackie from Access America’s Help Team here. Thanks for reaching out and voicing your concerns, which are understandable given the comments you may have read online. Even with our emphasis on providing exceptional customer service and products that meet the majority of our customers’ needs, unfortunately, not every customer will be satisfied with the outcome of their claim. We certainly understand their frustration and we value their feedback. However, if one considers that our customers rate their satisfaction with us at better than 95%, a more complete perspective can be had.

If you’d like to have a better understanding of travel insurance and the policies we offer, please call our customer service team at 1.800.284.8300.

Regards,
Jackie, from Access America’s Help Team

By: Paniello

Paniello — Tue, 24 Jan 2012 03:44:55 +0000

Surprised Continental Airlines has this operation on their site. Scam artist. Was turned down because condition was existing. Yes, that is why I purchased the stupid insurance. Went through the claims process per their people on the phone. No one ever said it was going to be turned down because it was existing. Wish I had done my homework first. I got the small print and advised to file with the state. DON’T WASTE YOUR MONEY. SCAMMERS

Hello –
Jackie from Access America’s Help Team here. I’m sorry to hear that your illness caused an interruption in your travels. Unfortunately, as you mentioned above, the specific policy you purchased does not cover pre-existing medical conditions, so we apologize that we were unable to provide you with coverage in this instance. If you’d like a better understanding on the policy you purchased, and other policies offered by Access America, please don’t hesitate to call the number on the back of your policy, and one of our customer service representatives can gladly walk you through the terms and conditions.
We wish you a healthy recovery.
Regards,
Jackie, Access America’s Help Team

By: Mrs L from ATL

Mrs L from ATL — Mon, 23 Jan 2012 20:44:15 +0000

STAY AWAY FROM THIS COMPANY! How the state insurance departments have not found legal cause for conviction of insurance fraud is a complete mystery. What trustworthy company gives you the terms and conditions only AFTER they have your money?!?! DO NOT USE THEM FOR ANY REASON. My company purchased trip insurance for a corporate function. We were NEVER asked to include the covered employee’s dates of hire when purchasing the coverage. After we cancelled two employee flights and filed claims, we were advised that since one had not been employed for a minimum of three years, the claim would be denied. WE WERE NEVER ASKED THIS QUESTION BEFORE WE PURCHASED. This is insurance fraud 101. We spend thousands of dollars a year in airfare and I guarantee this is the last of our corporate dollars that this company will be stealing from us. DECEPTIVE PRACTICES. And how this site editor can possibly rate this company anything above a 0 is an indication of who the editor works for.

Hello –

Jackie from Access America’s Help Team here. We apologize for the confusion and frustration you are experiencing in regards to the trip insurance you purchased for your corporate function. You are correct, there are terms, conditions, and exclusions that affect coverage depending on the policy you purchase, and we apologize if you feel that this information wasn’t clear when you purchased your policy. However, we do provide a 10-day Satisfaction Guarantee which we encourage all of our customers to read once they receive it, which allows customers to cancel their policy and receive a full premium refund if they feel that the policy they purchased does not meet their needs.

If you’d like more information on the specific policy you purchased, please call the number on the back of your policy, and one of our customer service representatives will be glad to provide you with more information.

Regards,
Jackie, Access America’s Help Team

By: CLR

CLR — Tue, 17 Jan 2012 21:23:34 +0000

I wish that I had read all of the comments before I purchased this insurance—I agree 100% that this is junk. I spent $387 for the insurance for a trip to Maui in December 2012–three people. the trip was a disaster from the beginning–flight delays causing a domino effect that resulted in missing a complete day of vacation and car rental gone. I thought when I filed a claim that everything would be taken care of…..one night’s accomodation that we lost, the car rental upgrade and the fact that our trip was delayed for a total of 21 hours. The agent that I spoke to was very encouraging that if I filled out everything correctly that I would be compensated—well today I received a check for the car upgrade only…..when I called them they said the hotel wasn’t covered and the trip delay /interruption wasn’t either…..she actually said that the attachment of 30 some pages that was emailed with my confirmation of purchase detailed the limitations!!!! Why the hell should anyone purchase the insurance then. Access America in my opinion is fraudulant and needs to be exposed…..it is a complete scam . Neither Continental Airlines or Access America will get my business again and I am shouting it to the high heavens that I am quite disatisfied with both. It is no wonder that the airlines are going under–I hope they all sink!! I am using their check for toilet paper.

Hello –

Jackie from Access America’s Help Team here. We understand your concerns and we’re sorry to hear you are frustrated, especially after a difficult travel experience. We’re pleased we were able to provide you with coverage for your car upgrade, and wish we were able to provide you with coverage for your hotel and flight; however, as you mentioned there are terms and conditions, along with limitations, on the insurance you purchased. If you want to gain a better understanding of the insurance policy you purchased and why it resulted in this outcome, please call the number on your policy and someone from our customer service team can walk through the terms and conditions with you.

Regards,
Jackie

By: Justin Robinson

Justin Robinson — Thu, 05 Jan 2012 13:37:00 +0000

Do not waste your money. The actually covered conditions are nearly impossible to meet. They make it extremely difficult to understand what is and is not covered. SEEK AN ALTERNATIVE!

Hi Justin, Jackie from Access America’s Help Team here. We apologize that you are unsatisfied with the insurance you purchased. If you’d like to further discuss the outcome of your claim, please call the number on the back of your policy, and we’d be more than happy to assist you.

All the Best,
Jackie, Access America’s Help Team

By: Jamie

Jamie — Sat, 31 Dec 2011 23:50:20 +0000

This company is very shady. My mother was diagnosed with Breast Cancer the day before her trip. She had no idea she had it and the initial mammogram was routine. She even has documentation to show that she had a mammogram performed the three years prior about the same time, but because she had had a mammogram in July but wasn’t told by the doctor until Sept. that she had cancer, Access America is claiming that it was a pre-existing condition. However, she had no idea that she had it. But to make matters worse, she lives in a very rural area (it takes 45 minutes to reach town). They have asked her for documentation from her doctors and clinicians after she asked to appeal at her claim. So she drove to the doctors got the proper forms to fill out and sent them in. THEY LOST THEM. Not once, but twice. How does that happen? They keep sending her back for more forms and papers. My mom has had the doctors fax them, email them, my mom has gone herself and they never seem to have the proper paper work and send her back for a form that is very similar to the one they had, etc. It gets exhausting (which is what I am sure they are relying on). But it makes me sad to know how horrible they are treating her, even though she has done everything they have asked. It makes me think that if you’re a diabetic, have asthma, or some other common ailment, they could deny your claim if you get sick the day before your flight, because you knew you had this before you bought your plane ticket. It’s so frustrating.

Hi Jamie –

Jackie from Access America’s Help Team here. We emphasize with you and your mother during this difficult time and wish her the best. We’re sorry if you feel that we could have done a better job handling your claim and we apologize for any inconvenience you may have experienced. Many travel insurance policies do exclude coverage for existing medical conditions and these exclusions are listed in the policy along with other terms and conditions. Please email us at helpteam@AccesAmerica.com if you feel we can be of assistance.

All the Best,
Jackie, Access America’s Help Team

By: Jim

Jim — Sat, 31 Dec 2011 02:25:40 +0000

Reading these reviews makes me sick. There are so many sleaze bag companies out there like Access America whose mission is to come up with schemes to take as much of your money as possible. Stop doing business with companies like this, stop buying overpriced food and drinks at the airports, avoid chain stores and buy from your local small business. These big companies don’t care about you, they are only after your money.

Hi Jim –

Jackie from Access America’s Help Team here. What this forum does not reflect is that our customers actually rate their satisfaction with us at better than 95 percent. We strive to deliver the best in customer service, and treat each claim on a case by case basis to ensure our customers receive fair, personalized treatment. If you have a free moment, we’d love to walk you through the benefits of travel insurance, and how it might benefit you on your next trip; if you’d like to learn more, please visit us at AccessAmerica.com.

All the Best,
Jackie, Access America’s Help Team

By: Lopez

Lopez — Wed, 28 Dec 2011 21:45:03 +0000

Access America is a total FRAUD. I bought this insurance for a trip and had to reschedule for medical reason and call the company ACCESS AMERICA and they told me that it would not cover. What is the point of this insurance to take everbody money…. PLEASE Read all review to see that there are soooooo many people that have been loosing their money to this company… TOTAL FRAUD they need to be reported!!!!!!!!!! if anyone know to whom we can report them please advise I will look around to have them reported and will get in contact with continental so they do allow them to use their website to offer their services…

Dear Lopez,
I’m Jamie, with Access America’s Help Team. I don’t know the details of your case, but I’d like to point out that travel insurance is like any other type of insurance, in that there are terms, conditions and exclusions that affect coverage. We provide a list of covered reasons in the insuring policy, which we strongly encourage all customers to review when they receive it. Also worth noting are articles and resources on travel insurance, such as this one:http://bit.ly/dZ683i.
Please email us at help.team@accessamerica.com with your name and policy number so we can find out more.