Navigating the complaints process

Your feedback is important to us. Our aim is to provide you with quality products and consistently great service experiences in the moments that matter.

We understand that sometimes you may have concerns or be dissatisfied in your interactions with us. We’re here to help.

If you have a complaint about one of our products or the service you received, either from us directly or from one of our partners or suppliers, we would like to hear about it and have the opportunity to resolve it as quickly and fairly as possible.

We want to resolve any complaint you have as quickly and fairly as possible.
How to make a complaint
Please complete the online form.

Alternatively, call 13 1000 to speak to our team within the following hours:

Monday to Friday, 8 AM to 9 PM AEST
Saturday and Sunday, 8 AM to 5 PM AEST

Upon receipt of your complaint, our team will:

  • Acknowledge your complaint
  • Keep you informed on the status of your complaint
  • Try to reach a resolution

If you'd like to discuss your complaint in a language other than English, find out more about our interpreter service.

Find out more information about our complaints process (PDF, 478KB).

Seek an external review

We remain committed to providing you with an outcome within 30 calendar days. If you are not satisfied with our decision or a decision is not reached within 30 calendar days, you may lodge a complaint with the Australian Financial Complaints Authority (AFCA) an external dispute resolution scheme which is independent and free to you (subject to its relevant terms and rules). AFCA’s contact details are as follows:

Online: Australian Financial Complaints Authority

Email AFCA 

Phone: 1800 931 678

Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

Please note that AFCA will not consider a complaint/dispute unless it is lodged before the earlier of the following time limits:

  • within 2 years of the date of our final IDR response; and
  • within 6 years of the date when you first became aware (or should reasonably have become aware) that you suffered the loss.

However, AFCA may still consider a complaint/dispute lodged after either of these time limits if it considers that exceptional circumstances apply. Refer to the AFCA website for more details.

Please call us on 1300 131 319 so we can try to resolve your issue.

If you’re not happy with our response, you can contact the Independent Review Office:

Email: Independent Review Office

Phone: 13 94 76

Office address:
Independent Review Office
Level 17, McKell Building
2-24 Rawson Place
Haymarket, NSW 2000

For more information, refer to our Customer Service & Complaints Management Model (PDF, 2.3 MB).

Please call us on 07 3023 9006 so we can try to resolve your issue.

If you’re not happy with our response, we’ll provide advice regarding the appropriate external dispute resolution pathway based on the type of dispute.

For more information, refer to our QLD CTP Complaints brochure (PDF, 420KB).

Please call us on 1300 686 725 so we can try to resolve your issue. 

Office address:
Allianz Australia
CTP SA Claims
Level 16, One Festival Tower
Station Road
Adelaide, SA 5000

For more information, refer to our Customer Service & Complaints Management Model (PDF, 648 KB). This has been translated into a number of languages to help people from non-English speaking backgrounds:

For more information, refer to the CTP Insurance Regulator’s fact sheet (PDF, 240 KB).

If you need an interpreter or translator when contacting us about your complaint, call the Translating and Interpreting Service on 131 450 during business hours and ask to be connected to Allianz Australia Insurance Limited – CTP SA Claims.

If you’re still not happy with our response, please contact the CTP Insurance Regulator:

Phone: 1300 303 558

Email: CTP Insurance Regulator

Website: Feedback-Complaint Form

Allianz is a signatory to the Motor Vehicle Insurance and Repair Industry Code of Conduct, which establishes standards of fair trading in the relationship between Allianz and Repairers.

Repairers can obtain more information on this Code through the website, or by contacting the Allianz Motor Assessing Manager in your state on 13 1000.

TTY users call 133 677
and then ask for 13 1000

Speak and Listen users
Call 1300 555 727 and then ask for 13 1000

Internet relay users
Connect to the NRS and then ask for 13 1000

We have an interpreter service available to our customers in more than 160 languages. To discuss your insurance needs in a language other than English, give us a call. Our consultant will find you an interpreter in your preferred language where possible.
Allianz acknowledges Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands on which we live and work across Australia. We pay our respect to First Nations Elders past and present.

Any advice here does not take into account your individual objectives, financial situation or needs. Terms, conditions, limits and exclusions apply. Before making a decision about this insurance, consider the relevant Product Disclosure Statement (PDS)/Policy Wording and Supplementary PDS (if applicable). Where applicable, the PDS/Policy Wording, Supplementary PDS and Target Market Determination (TMD) for this insurance are available on this website. We do not provide any form of advice if you call us to enquire about or purchase a product.

Allianz Australia Insurance Limited ABN 15 000 122 850 AFS Licence No. 234708 is the insurer of any general insurance products offered, and Allianz Australia Life Insurance Limited ABN 27 076 033 782 AFS Licence No. 296559 is the insurer of any life insurance products offered. Each entity is responsible for any statements and representations made about its products, on this website.