Our commitment to you

We are committed to delivering high standards of service for our customers at all stages of the insurance process. Allianz supports the reforms being introduced by the Federal Government and is an active member of the peak industry body, the Insurance Council of Australia (ICA). We are helping to lift service standards across the industry, ensuring we operate in an honest, fair, efficient, transparent and timely way.

The General Insurance Code of Practice

Allianz Australia Insurance Limited is a subscriber to the General Insurance Code of Practice (Code) and supports its principles of value, transparency, trust, integrity, respect, fairness and accessibility.

Introduced by the ICA, the Code sets out the standards that general insurers must meet when providing services to their customers. It also sets out timeframes for general insurers to respond to claims, complaints and requests for information from customers.

The Code covers all aspects of the general insurance industry including product disclosure, claims handling and investigations, relationships with people experiencing vulnerability, and reporting obligations.

The Code is independently monitored and enforced by the Code Governance Committee (CGC). The CGC is also responsible for monitoring and enforcing compliance with the Code, as well as identifying areas for improvement of insurance practices and helping the general insurance industry understand and comply with the Code.

Anyone can report alleged breaches of the Code to the CGC at any time.

We aim to resolve any complaints you may have in a proactive and timely way. Visit our complaints section for more information.

Our compliance with the Code

Allianz is committed to compliance with the Code. Allianz has a governance process in place to report to our Board and executive management on our compliance with the Code. We have systems and processes to enable the CGC to monitor our compliance with the Code.

We will co-operate with the CGC in its review of our compliance with the Code and its investigations of any potential breaches of the Code, ensuring we uphold our commitment to deliver high standards of service.

Life Insurance Code of Practice

Allianz Australia Life Insurance Limited has adopted the Life Insurance Code of Practice (Life Code), developed by the life insurance industry through the Financial Services Council. It contains minimum standards of service and minimum standard medical definitions that customers can expect from life insurers. You can obtain more information about the Life Code and how it assists you by contacting us.

The Life Code sets out the life insurance industry’s key commitments and obligations to customers on standards of practice, disclosure and principles of conduct for their life insurance services, such as being open, fair and honest. It also sets out timeframes for insurers to respond to claims, complaints and requests for information from customers. The Life Code covers many aspects of a customer’s relationship with their insurer, from buying insurance to making a claim, to providing options to those experiencing financial hardship or requiring additional support.

The Life Code Compliance Committee (Life CCC) is an independent body that monitors and enforces insurers’ compliance with the Life Code. Anyone can report alleged breaches of the Life Code to the Life CCC at any time. We aim to resolve any Life Insurance complaints you may have in a proactive and timely way. Visit our complaints section for more information.

Developing and distributing our products

We are committed to designing products that meet your insurance needs and provide you with value in a clear, transparent and fair way. We have an approach to the development and distribution of our products for appropriate target markets which you can view here.