Allianz strives to do things the right way and to keep our customers happy. Sometimes though, differences do occur. When this happens, our aim is to resolve them as amicably and as quickly as possible.
Allianz is a signatory to, and participates in, the General Insurance Code of Practice. This means that we offer an Internal Dispute Resolution Process (IDR) in the event that a customer is not satisfied with either the outcome of a General Insurance claim, or any aspect of it's handling. To start the IDR process, you just have to call us and ask to speak to the Claims Team Leader.
We will do everything to reach a resolution within the terms of the policy. If, however, you are still dissatisfied with our decision, you may choose to refer the matter to an independent external dispute resolution body, the Financial Ombudsman Service ("FOS"). The FOS Scheme offers claimants the facility of an impartial alternative to litigation. Like our IDR process, the FOS Scheme is free to claimants.
To find out more about the role of the FOS visit the FOS website.
For terms, conditions and exclusions of our insurance, please refer to the Product Disclosure Statement (PDS).