Ticketmaster Mondial assistance Missed event insurance

JON_STEVENS

I booked an event with Ticketmaster and found that I had Mondial event missed insurance added to my invoice. I did NOT tick the box nor did I see it advertised to accept. I immediately notified them that I had not asked nor wanted this insurance. I asked for a refund. I received a standard instant reply and then a few days later I received a polite email to say that I would receive a refund. The refund was placed into my account and taken out again. I asked for my refund again. They replied that they had sent it. True but taken out again. This is a scam and Ticketmaster should be prevented from doing this by relying on ticket purchasers eager to book quickly for a popular event. What can be done about Ticketmaster and its scam insurance? Jon

deebuddyrich

I have been sending emails to you ever since I booked extra tickets on the 5th June for the Moody Blues at Brighton on the 8th June. I realised the mistake immediately and contacted via the email link: missedeventinsurance@allianz-assistance.co.uk. No response...so I went on to the forums here and discovered another email address:info@mondial-assistance.co.uk. I wrote on the 10th and the 12th and marked as high priority...no response. It might only be £9.18...but I would like the money returned:mad:

mortal1

Hi there,

This just happened to me today. I've been using Ticketmaster for years and never had this happen before. Here's what happened to me.

Bought tickets for a show via Tickmaster and got an email saying I'd bought ticket insurance from a company called Allianz (formerly Mondial) at just under £8. I'm convinced I never ticked any boxes during the booking process, so I've emailed Allianz asking for a refund. Although, seeing others experiences I'm not sure how straight forward this will be.

Thinking there was a poorly designed webpage at best or at worst a bit of mis-selling going on I checked my ticket invoice online at Ticketmaster and at the bottom it said I had bought insurance from Mondial (now Allianz) at 16p per ticket. So even if I had bought insurance intentionally how did the fee jump from 32p to £7.95?!

Did a little google search about this and it appears that I'm not alone in 'purchasing' insurance even though people are convinced they didn't opt in for this item on the Ticketmaster website.

When you think about it this is a good wee earner for these companies, most people will just accept the payment without question, particularly if you thought you were getting cover for 16p a ticket and not nearly £8 for two.

Scam or mistake? If it's being going on for this long and they haven't fixed the issues at the user end and you're being cynical, maybe it suits them not to fix issues.

hannahmaggie

Hi, I purchased two tickets from ticketmaster last month and shortly after I received an email confirming the insurance I had purchased, I hadn't selected anything. After a long angry conversation with Ticketmaster themselves, they tried to fob me off with an 0845 number, clearly I refused as I am not spending money on a phone-call to claim money back that was wrongly taken in the first place. Instead I was given an email address. 3 weeks passed and no reply after numerous emails so I decided to contact them. Now Allianz is a car and home insurance with a good reputation so I thought nothing of contacting them as I thought there must have been some sort of mistake, however I discovered that the Allianz I know does not do event insurance and did some searching on Google, I then came across another website claiming to be Allianz...Dodgy!

Anyway after being passed through 4 people I was put onto a lady who thought it acceptable to tell me to go on the website and 'PRACTICE' buying tickets for next time so I don't select it again. I can assure you I am no computer dummy and would have definitely not selected any form of insurance or additional charges. Very Rude!

If you want your money back call 020 8681 2525
but expect the blame to be passed onto you, no matter how many people this has happened to.
I'm pretty sure it's illegal...

rs65

hannahmaggie wrote: »

Now Allianz is a car and home insurance with a good reputation so I thought nothing of contacting them as I thought there must have been some sort of mistake, however I discovered that the Allianz I know does not do event insurance and did some searching on Google, I then came across another website claiming to be Allianz...Dodgy!

Allianz is huge and its very possible that whoever you spoke to has no idea what other parts do. Importantly, event insurance is not what you were sold - it was missed event insurance.

Money_Saving_Nerd

I have found exactly the same thing when ordering tickets on ticketmaster the other day.

The confirmation email from ticketmaster does not say that insurance was purchased. I found out when I received an email from Allianz saying,
"Thank you for purchasing Allianz Global Assistance Missed Event Insurance on Ticketmaster."

I have lodged a complaint with ticketmaster and am fully prepared to take it further - they charged me almost £16 - how many people have been caught out and how many millions extra revenue are they and the insurance companies unlawfully generating?

How can you be sold an insurance policy without being told about it or asked to accept terms and conditions of the policy - separately to the purchase of tickets? I'm usually pretty carefully about what I opt in and out of - and I was very careful to reduce the delivery service as the extremely expensive UPS next day service is automatically selected. The insurance premium is not in the total at the end of the cart so you have NO idea you are going to be charged this.

It is disgraceful

Tishtashtoosh

Looks like this is going to continue to be an on going issue!

Regardless of the amount of money, I can't believe they are getting away with this!

Have people who have recently had issues with this had refunds processed?

I've just checked my ticket master purchase history and it does not show up on their billing as being selected.

Very sneaky indeed!

Ian011

If they are still offering an 0845 telephone number for customer contact after 26 October 2015 they will be in breach of the new FCA rules that come into force on that date.

Jockthearab

hannahmaggie wrote: »

Hi, I purchased two tickets from ticketmaster last month and shortly after I received an email confirming the insurance I had purchased, I hadn't selected anything. After a long angry conversation with Ticketmaster themselves, they tried to fob me off with an 0845 number, clearly I refused as I am not spending money on a phone-call to claim money back that was wrongly taken in the first place. Instead I was given an email address. 3 weeks passed and no reply after numerous emails so I decided to contact them. Now Allianz is a car and home insurance with a good reputation so I thought nothing of contacting them as I thought there must have been some sort of mistake, however I discovered that the Allianz I know does not do event insurance and did some searching on Google, I then came across another website claiming to be Allianz...Dodgy!

Anyway after being passed through 4 people I was put onto a lady who thought it acceptable to tell me to go on the website and 'PRACTICE' buying tickets for next time so I don't select it again. I can assure you I am no computer dummy and would have definitely not selected any form of insurance or additional charges. Very Rude!

If you want your money back call 020 8681 2525
but expect the blame to be passed onto you, no matter how many people this has happened to.
I'm pretty sure it's illegal...

Thanks Hannahmaggie for the 020 number posted above. I was passed through to a lady called Emma, who was very apologetic that I have not had any response as promised within 5-7 working days & has said she has processed a refund for me. This was surprisingly a very quick, professionally handled & simple phonecall.

For a bit of background, I placed an order for two concert tickets via my mobile phone on Saturday 29th August. I do not remember seeing or ticking a box for this insurance. The first I became aware was when I received an email thanking me for the purchase from Allianz as well as a confirmation email from Ticketmaster. I immediately sent an email requesting a refund, with no automated response. I tried calling the number on the email which took me too ticketmaster. Cynical me suspected that they were trying to make things difficult for those wanting a refund-it certainly did not inspire confidence in me to keep the policy! A gentleman there gave me the correct number (the 0845 one ) but as it was Bank Holiday Monday last week it went to a recorded message. So I sent an email once again requesting a refund and received an automated response this time promising it would be refunded within 5-7 working days. Yesterday was "day 7" so I chased up with another email only to get another standard automated response.

Thankfully a search on here showed I was not alone in my thoughts that this did not feel right. They must be making a fortune off those who just accept it!

Kazbar64

I purchased 8 tickets from Ticketmaster on Sunday 27th September, I too have now joined the group of people who have unknowingly purchased missed concert insurance at £30.32. I immediately emailed to cancel and received the automated response email to say if I was emailing for a refund this could take 5-7 working days. I have checked my bank this morning and yes, you've guessed, £30.32 has been taken from my account by Allianz. I purchase concert tickets all the time and I have never come across this scam before, I think the way this insurance is mis sold (ie; the customer doesn't even know they have purchased it until informed by email), must surely be illegal?

Thanks to this forum I rang the 02086812525 number at 9am this morning. I spoke to a young lady who said she was putting me through to the Ticketmaster department, once through you get an automated message informing you to email your request, which is then repeated, I hung on and was given the option to speak to an advisor. I then spoke to Heather, who has now taken my details and informed me I will be refunded in the next 3-5 working days. I will keep you informed if this refund comes through without issues.


As this matter is longstanding, I feel Ticketmaster has a duty to its customers to take heed and sort it out as I personally will not be using them to purchase tickets in future