Understanding the Claims Process

No one wants to spend their time filing a claim. But if you do have to submit a claim, you want it to be as painless as possible. Learn the basics of our claims process, including helpful tips to make filing simpler and faster - which can mean money in your pocket sooner.

This is what you'll need to submit when you file a claim:

Need help with filing your claim? For a sneak peek on what to expect from the online claim submission process, watch our video below.

Before you file:

• Review your plan documents to confirm your benefits and the maximum payout for specific claims, along with any terms and conditions that may apply. If you’re not sure how to find this information, check out our quick overview on understanding your plan details.
• As you review your plan documents, note your policy number and keep it handy for when you file your claim.
• Gather any documents that support your claim. This might include receipts, official reports, medical records, photos, or other required documents. Our claims experts will closely review these documents to fully understand your situation and confirm your losses, so it’s important to gather as many details as possible.

When you’re ready to file:

• It’s easy to file your claim online. You can also file by phone at 1-888-497-6992, or by mail at:

Allianz Global Assistance
Attn: Travel Claims Dept.
P.O. Box 72031
Richmond, VA 23255-2031

Be sure to include your name and policy number on all documentation you mail.

• If you’re claiming for multiple incidents (for example, you lost your baggage and were hospitalized during the same trip), file everything at the same time for faster processing.
• Make sure your mailing address and all payment information is correct before finalizing your claim.
• If your payment is going to anyone other than the person insured, call us at 1-888-497-6992.
• Insufficient documentation can lead to delays, so it’s important to submit all of the required documents for your specific claim type. Be sure any documents you send are complete and legible. If you don’t have all your supporting documentation when you file, that’s okay—you can come back and add new documents for your claim later on the Check a Claim page.
• We are HIPAA compliant, so any medical documents you submit to us will be kept confidential (note that because of HIPAA rules, we can’t ask your doctor for any medical records on your behalf).
• If you file online, you’ll upload your supporting documentation in the Submit Documents portion of your claim (upload simply means you’ll transfer a copy of the document file on your computer over to our system). If you have additional documentation to submit after you file your claim, you can add it on the Check a Claim page. See instructions below for how to upload your documents.
  
  For full descriptions and screenshots on how to upload documents, click here for uploading via desktop computer or click here for uploading via mobile device.

1. On the bar that says Select Document Type, click the gray down arrow. You’ll then see a list of document types.

2. From the provided list, choose the kind of document you’re uploading (if nothing on the list matches your document type, select Other).

3. Click the blue Select button, then choose the file you want to upload. Once you select the file, it will automatically upload to our system.

• We accept many common file types, including PDF, JPG, JPEG, TIF, TIFF, GIF, JIF, JFIF, PDF, XLS, XLSX, DOC, DOCX and PNG. We don’t accept shared files, such as Google Docs.
• Avoid compiling all of your documents into one large file. Files bigger than 7MB will be too big to upload.
• If you mail or fax your documentation, remember to include your name and policy number on everything you submit.

After you file:

• After you submit your claim, you’ll see a confirmation page with your claim reference number. You’ll also receive your claim reference number in a confirmation email from claimsinquiry@allianzassistance.com (if you don’t see a confirmation email, try checking your spam folder). Be sure to save your claim reference number—you’ll use it to check the status of your claim.
• If you need to add more documentation after you’ve submitted your claim, you can go to the Check a Claim page.
• If you need to change the details of your original claim or file another claim, call us at 1-888-497-6992.
• After you submit your documentation, a claims examiner will review your claim to make sure it’s the right claim type and that you have enough information for us to approve it. This might mean you’ll need to submit new or additional documentation for your claim.
• Once a claims examiner has finished reviewing your claim, we’ll send you an email with your updated claims status, including whether we need additional documentation from you.

If we do need additional documentation, send it as soon as possible and include your claim number on everything you submit—otherwise your claim can be delayed.

• It’s easy to check your claim status anytime online. You can also call us at 1-888-497-6992. Having your claim number will make it faster to find your status.
• Keep in mind that filing a claim isn’t a guarantee of payment. However, if your claim is denied, you can still send in new supporting documentation and ask that your claim be reexamined.
• If your claim is approved for payment, we’ll notify you by email and also update your status online. You’ll receive your funds through the payment method you selected when you filed your claim.
• If for some reason the direct deposit or debit card payment fails to go through (this can happen if your account number is incorrect), you’ll receive a check to the address we have on file for you.