I tried to create an account, but it tells me my username already exists. Why?
The account used by Allianz TravelSmart is the same account you use for allianztravelinsurance.com. If you previously created an account on our website with your email, use the same credentials to access the app. It’s also possible that you started the account creation process earlier but never verified your account, in which case you may need to reset your password. To start the password reset process, go to the login screen and click Forgot your password? under the password field.
Why can’t I log in to an account I just created?
A common issue is that you missed a step to verify the email associated with your account. Look for an email from firstname.lastname@example.org which contains a verification code. Click on the link in the email to navigate to the app and verify your account by entering in the code. Once you get the success message, you should be able to log in. Please note the code is time-sensitive and expires after 24 hours. If you try to enter the code and it tells you it has expired, you can click the resend code option. You’ll then receive a new email with a code to verify your account.
Note that if you receive multiple codes, only the last code received will work. If you still experience an issue, make sure you have the most recent code and email. An additional one could have been sent if you attempted to log in multiple times.
I am trying to log in but I get an error message telling me a password reset is required.
From time to time to ensure security, we may require you to reset your password. If you receive this message, a password reset email will be automatically sent to you when you try to log in. Check your email and note the code provided in the email and enter it in the app along with your new password. Once you receive a success message that your password has been changed, you can navigate back to the app to log in with your new password.
I tried to reset my password, but I still can’t log in. What do I do next?
The email to reset your password comes from email@example.com. It contains a code. Open the email and click the link to reset your password by entering in the code and your new password. You’ll receive another email confirming you successfully changed your password. Now you can log in with your new credentials. Note that if you receive multiple codes, only the last code received will work. If you still experience an issue, make sure you have the most recent code and email. An additional one could have been sent if you were attempting to reset your password multiple times.
Why isn’t the app showing one of my previously purchased policies?
The primary email address on the policy must match the login email address you use for the app in order to automatically pull your policy information. Sometimes your policy is under a different email address than the one you log in to the app with. If that’s the case, you can still add your policy manually. Click the Add a policy button on the home screen, or to go to Menu in the bottom navigation bar and select Policies. Click the plus sign in the upper right corner of the policies page. Enter in the specific details associated with your policy and click Submit. Once your policy is retrieved, click Save in the upper right corner. You can also click Add a policy directly from the home screen.
If you still can’t locate your policy, we recommend searching the policy number and purchase date instead of email address and/or departure date.
Why wasn’t I able to add a policy to the app manually?
If you tried searching for your policy using email or departure date, try a search with your policy number and purchase date. It’s possible—particularly if you used an agency to purchase your policy—that a different email address may have been used at the time of purchase. Searches using the policy number and purchase date generally work for all policies. At this time, you can only retrieve annual policies if you use the purchase date. If you continue to experience issues adding your policy to the app, contact our team at 1-800-497-4029 for assistance.
Why did my policy disappear from my dashboard?
The dashboard shows no more than two active policies at a time. If you have additional policies, you can view them on the Policies list screen accessible from the main menu.
If you manually add a policy but then log out, you will need to re-add your policy.
If you purchase a new policy while logged in to the app, you will need to log out and back in to see your new policy.
Where did you email my policy?
If you select Email my policy while viewing your policy document, it’s sent to the email address you used to purchase the policy.
Why do I need to create an account?
All users are required to create an account in order to access information about individual policies and claims. Having an account also gives you access to more features on the app, including the ability to easily contact customer support, dial local emergency numbers, and submit claims.
Is my account the same one that I use for the website?
When you create an account, it’s important to register with the email address you used to purchase your policy so Allianz TravelSmart can pull data for you quickly and easily.
If you already have an account on our website, you can use the same account on the app—although keep in mind if your policy was purchased with a different email, you may have to add it manually.
Why do you need me to provide an email address?
We use your email address to pull information in our database about your policies and claims and display the most up-to-date information for you. Your email address also serves as your unique login ID so that it’s easy to remember.
Why don’t I see any alerts?
Unless you have an annual plan, alerts are available only for the duration of your trip, starting on your scheduled departure date and running through your return date. If you’re currently on your trip, check to make sure your location services are enabled for the app. If you still don’t see alerts, it’s possible that there aren’t any currently issued for your location.
I don’t see my flights in my trips or on the home screen. How can I add them?
Click the Flights on the home screen or in the bottom navigation bar. Click the orange Track your flight button. You can either search for flights by providing departure and arrival airport information, or manually enter your flight number and date.
Why can’t you find or display my flight information?
Allianz TravelSmart utilizes real-time flight tracking functionality to show you the actual status of your flight as well as the latest gate information. Flight information in the app is separate from what we may have collected when you purchased your policy since you may wish to track other flights if your plans change. You should be able to search and find any flight up to 365 days in the future and add to your app for tracking.
Why is my gate information in Allianz TravelSmart different from the information on the airport display?
We pull in data from a reputable provider, but you should always check the monitors at the airport to confirm your flight information.
Support Contact Information
If you’re still experiencing issues and wish to speak with a customer service agent regarding the app, please contact us using your preferred method below.
Call (inside the US): 1-800-497-4029
Call (outside the US): 1-804-281-5723