Dispute Resolution Process

Allianz's complaints and dispute resolution process

Complaints - helping solve any problems

We strive to do things the right way and keep our customers happy. In the event you are dissatisfied with our product or services, we aim to resolve any disagreement as amicably and as quickly as possible.

Insurance Codes of Practice

Allianz Australia Insurance Limited has adopted the General Insurance Code of Practice which was developed by the Insurance Council of Australia to raise standards of practice and service across the general insurance industry.

Allianz Australia Life Insurance Limited has adopted the Life Insurance Code of Practice which was 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 insurers.

We offer an Internal Dispute Resolution Process covered by these Codes in the event that a customer is not satisfied with either the outcome of a claim or any aspect of its handling.

You can obtain more information on these Codes and how they assist you on their websites or by contacting us directly on 13 1000

What to do if you have a complaint

We want to resolve any complaint you have as quickly as possible.

If you are dissatisfied with our service in any way contact us on 131000 and we will attempt to resolve the matter in accordance with our Internal Dispute Resolution procedures. If you are not satisfied with our decision or a decision is not reached within 45 days, you may lodge a complaint with an external dispute resolution scheme which is independent and free to you (subject to its relevant terms and rules) as follows:

  • with the Financial Ombudsman Service Australia if lodged before 1 November 2018:
    Online: www.fos.org.au
    Email: info@fos.org.au
    Phone: 1800 367 287
    Mail: Financial Ombudsman Service Limited, GPO Box 3 Melbourne VIC 3001
  • with the Australian Financial Complaints Authority if lodged on or after 1 November 2018:
    Online: www.afca.org.au
    Email: info@afca.org.au
    Phone: 1800 931 678
    Mail: Australian Financial Complaints Authority, GPO Box 3 Melbourne VIC 3001.
Find out more information about our complaints process

Vehicle Repairer complaints

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 via the website or by contacting the Allianz Motor Assessing Manager in your state on 13 1000.