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Colin Huber

How to deal with Extremely Poor Service?


On 10 January 2018, I purchased travel insurance for a family member on the SWISS website linked to an air ticket.

After telephone calls to SWISS air for two days I received the EMD on 12 January 2018. I was charged the wrong amount, CHF210.00, and had not received a policy. I was told by SWISS that their system was down on 10 January and someone in SWISS had manually done the transaction and that they had made a mistake. I should speak to Allianz.
I called Allianz on 12 January and spoke to xxx. I was told by xxx to wait until Monday 15 January and that she would call me at 10h30 to resolve the issue. She would send me brochures for the correct insurance and give me a credit on my credit card for the incorrect amount. It took a long time to convince her that a mistake had been made as the SWISS system had failed.
I received no call on Monday. I called late Monday afternoon, 15 January and got through to xxx. She apologised and committed to calling me the next day to resolve the issue and send me the brochures.

Tuesday came and went. I called again on Wednesday 17 January. xxx explained that she had spoken to her supervisor, yyy, and that yyy would call me to resolve the issue. I received the brochures and was told I would receive a call on 18 January from yyy.
No call was received on 18 January 2018, I called and was told xxx was in a meeting, but she would call me back.
I called on 19 January and wrote an email explaining my frustration. I received a call from xxx. She was surprised that yyy had not called me and that I should check my bank for the Credit! xxx promised to phone in the afternoon. She phoned at 16h30. I was in a meeting.
I called on Monday 22 January and wrote an email complaining. I was told that xxx did phone me on Friday, but I was not available.

On 23 January, xxx and I spoke. I was assured that yyy would resolve the issue.
Today 25 January, I called again. xxx is not in today. I spoke to zzz. I am very frustrated, he is not sure why as two weeks is not a very long time! Paying CHF210 and receiving no service for two weeks is a long time!
He cannot put me through to yyy. He asked me for my ticket reference so that he could look into it. Oh yes, he finds my email and mentions that xxx did phone me on Firday, but I was not in. He will research the issue and promises to phone me back!

You must be joking that this is service!
2 answers
  • Thursday, 25.01.2018 um 13:00 Uhr
Dear Mr. Huber

First of all: Thank you for your honest feedback. Please note that this concerns our sister company "Allianz Global Assistance" But we also take your comment very seriously.

You have noted several points that we didn’t do well. Please give me some time to check all the facts with "Allianz Global Assistance" and to give you a qualified answer.

I will get back to you as soon as possible.

Yours sincerely

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  • Thursday, 25.01.2018 um 16:45 Uhr
Good afternoon Mr. Huber

For data protection reasons we anonymized all names in your report. Thank you for your understanding. 

We would like to get in touch with you personally. Could you please send us your contact details, especially your telephone number to

Thank you for your cooperation. 

Yours sincerely 

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