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 issues as quickly as possible.


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 13 1000 and we will attempt to resolve the matter in accordance with our Internal Dispute Resolution procedures.

Find out more information about our complaints process

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

If you are not satisfied with our decision or a decision is not reached within 45 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: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority, GPO Box 3 Melbourne VIC 3001.

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.