Making a claim can be a time of great stress, so it is important that all cases are handled sensitively and as quickly as possible. At Allianz, we believe we have a duty to all our policyholders to consider each claim fairly and professionally, with empathy and in a timely manner.
It is our business to pay genuine claims that are covered by the policy. Each claim will be assessed fairly, based on medical and other relevant evidence, using consistent guidelines and procedures in line with the policy terms and conditions.
Claims that meet the policy terms and conditions will be paid promptly when all necessary information has been received and assessed.
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To enable us to pay your claim as efficiently as possible we must obtain information that allows us to fairly assess the details of your case.
We will only request information that is relevant to assess your claim efficiently and accurately.
Some examples of information we may request include:
The assessment process and the length of time vary according to the circumstances of the claim, the type of claim and how quickly we receive all the requested information.
Our team will keep you updated with the progress of your claim and will promptly assess each piece of information when it's received.
When your claim is accepted, we will ensure prompt communication and payment. In the event of your claim not being accepted, we will advise you of the reasons and provide details of our dispute resolution process.
"Thank you very much for your kindness in looking after my claim. With this settlement I can now spend my last days in peace with my loved ones" June 2013
"I would like to express my sincere appreciation for the manner in which [an Allianz claims specialist] handled my claim. She kept me informed of her progress throughout and always provided me with updates at or before the date she said she would. Her communication was clear and precise and it made a difficult time for me a bit easier. Due to her professionalism I intend to consolidate all my insurance matters with Allianz." June 2013
It is important to understand that the assessment process and the length of time it takes varies according to the circumstances of the claim, the type of claim and how quickly we receive all the requested information. Our claims team will keep you updated on the progress of the claim and will assess each piece of information promptly as it’s received. You can assist by returning claim forms as quickly as possible and by encouraging your medical advisers to do so as well.
Where a Death Certificate is issued without a cause of Death a Coroner's Report may be required. Often this leads to a delay in the determination of the claim.
Your medical history helps us to look at the circumstances leading to the claim and to confirm that you have complied with your Duty of Disclosure. We will request medical histories in many instances, particularly where the claim occurs on a policy that is not very old, or where the diagnosis is not clear-cut. This does not mean that we do not believe your claim is valid. We are simply ensuring that the terms and conditions of the policy are met.
Where we do not believe we are able to pay your claim, we will set out our reasons in full. We will also detail the process by which you can have your claim reviewed, our Internal Dispute Resolution processes and the Financial Ombudsman's dispute resolution service.
Allianz rated outstanding value for the fifth year by CANSTAR.
Allianz is proud to be named the winner of the Life Insurance Product of the Year Award at the 2012 Australian Banking and Finance Insurance Awards.
For terms, conditions and exclusions of our insurance, please refer to the Product Disclosure Statement (PDS).
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The insurance is issued by Allianz Australia Life Insurance Limited ABN 27 076 033 782, AFSL 296559. The information contained on this website is general information only. It does not take into account your individual objectives or financial situation. You should therefore consider the appropriateness of the insurance having regard to your objectives, financial situation and needs. Prior to making any decision you should read the Allianz Life Plan Product Disclosure Statement and Policy Document (PDS). You should seek advice from your financial adviser before deciding on appropriate insurance cover.