Dispute resolution process

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.


Dispute resolution process - helping you solve any problems

Disputes are not an everyday occurrence in our organisation. We strive to do things the right way and keep our customers happy.


Sometimes though, disputes do occur and when this happens, our objective is to resolve any disagreement as amicably and as quickly as possible. We believe that the best way to achieve this is to provide you with the opportunity for an unbiased review of the issue.


What to do if a dispute arises

Regardless of whether the dispute involves our staff, an agent, a loss adjuster, assessor or investigator, simply contact us and ask to speak to the team leader of the section handling your claim or policy. If you are not satisfied with the outcome, ask to be referred to the Dispute Resolution Representative and provide the details of the issue concerning you. Within the organisation we have established a dispute resolution process through which a senior officer with independent decision making authority will review the matter for you.

This person will write to you within 15 working days advising the outcome of the review and reasons for their decision.

If you are not satisfied with the outcome of this process and your dispute:
  • concerns a claim
    Our reply will include a brochure informing you of your option to contact the insurance industry's external independent complaints scheme as an impartial and authoritative alternative to litigation.
  • does not concern a claim
    Our Dispute Resolution Representative will advise you of other alternatives available in our letter to you.

Further Assistance

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.
 
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