Supporting our customers

Allianz has been supporting its customers through uncertainty and change for over 100 years and is committed to helping those affected by the COVID-19 pandemic. We have in place a range of provisions that may provide assistance if you are experiencing financial hardship.

Assisting our customers with a Policy Health Check

As individual customer circumstances can vary enormously, we encourage any customer who may be experiencing adversity to call us for a free Policy Health Check. This is a simple five-step check-in available to all policyholders and helps you to review your details, excess, cover and payment frequency, making changes where we can to help support you.

Assisting our customers with support measures during the COVID-19 pandemic

Payment options

If you need help in managing your finances, existing Home and Motor customers can elect to put their monthly payments on hold. Please contact us to discuss options.

Payment on excess

If you have a new or existing claim and are unable to pay the excess up-front, you can pay the excess in instalments or defer. Deferred excess payment applies to claims that are cash settled and where the amount claimed exceeds the excess.

Continue to pay monthly

If your policy is cancelled due to a payment dishonour, you can now take out a new policy and continue paying monthly instalments.

No cancellation fee

There is no cancellation fee if you need to cancel your insurance.

Fast-track your refund

If you cancel your insurance, we can fast-track your refund in 48 hours; down from 15 business days (excludes Travel Insurance).

Further support

If you need financial help or are experiencing distress, we can assist by highlighting potential support from Federal Government, Financial Institutions and community organisations.

Business interruption insurance – can I make a claim?

Allianz appreciates this is a difficult time for many small businesses.

We acknowledge that some businesses have been impacted by the COVID-19 pandemic. Where you have purchased business interruption insurance and you believe you have suffered a loss as defined by your policy, you can consider lodging a claim.

Each claim will be reviewed subject to your business interruption insurance cover and your ability to demonstrate a loss that falls within the scope of cover provided and evidence of the value of the loss being claimed before a claim can be paid.

Where the loss does not fall within the scope of the business interruption insurance cover then the claim will not be paid.

Information for customers who believe their circumstances may entitle them to cover under their business interruption cover can be found at Business Interruption Claims.

For details about Business Interruption and the BI test cases please visit Business Interruption test cases - Insurance Council of Australia.

Help for existing policyholders

Life Insurance

If you have questions about your Life insurance policy and how it might be affected by COVID-19, read our FAQs.