Dispute Resolution Process

Allianz's dispute resolution process

Disputes and General Insurance Code of Practice

Allianz is a signatory to, and participates in, the General Insurance Code of Practice. This means that we offer an Internal Dispute Resolution Process (IDR) in the event that a customer is not satisfied with either the outcome of a General Insurance claim, or any aspect of it's handling. To start the IDR process, you just have to call us and ask to speak to the Claims Team Leader. The General Insurance Code of Practice was developed by the Insurance Council of Australia to further raise standards of practice and service across the insurance industry. We keenly support the standards set out in the Code. You can obtain more information on the Code of Practice and how it assists you by contacting us directly on 13 1000 or alternatively by visiting the Insurance Council of Australia Limited website.

Dispute resolution process - helping you solve any problems

Disputes are not an everyday occurrence in our organisation. We strive to do things the right way and keep our customers happy. Sometimes though, disputes do occur and when this happens, our objective is to resolve any disagreement as amicably and as quickly as possible. We believe that the best way to achieve this is to provide you with the opportunity for an unbiased review of the issue.

What to do if a dispute arises

Regardless of whether the dispute involves our staff, an agent, a loss adjuster, assessor or investigator, simply contact us and ask to speak to the team leader of the section handling your claim or policy. If you are not satisfied with the outcome, ask to be referred to the Home insurance Dispute Resolution Representative and provide the details of the issue concerning you. Within the organisation we have established a dispute resolution process through which a senior officer with independent decision making authority will review the matter for you. This person will write to you within 15 working days advising the outcome of the review and reasons for their decision.

If you are not satisfied with the outcome of this process

Your dispute concerns a claim

Our reply will include a brochure informing you of your option to contact the insurance industry's external independent complaints scheme as an impartial and authoritative alternative to litigation.

Your dispute does not concern a claim

Our Dispute Resolution Representative will advise you of other alternatives available in our letter to you.

Further Assistance

We will do everything to reach a resolution within the terms of the policy. If, however, you are still dissatisfied with our decision, you may choose to refer the matter to an independent external dispute resolution body, the Financial Ombudsman Service ("FOS"). The FOS Scheme offers claimants the facility of an impartial alternative to litigation. Like our IDR process, the FOS Scheme is free to claimants. To find out more about the role of the FOS visit the FOS website.

Car Repairer information re disputes

Allianz is pleased to be a signatory to this important Industry Code of Conduct which establishes standards of fair-trading in the relationship between Allianz and Repairers.

Car Repair Dispute Resolution

There are two distinct Dispute Resolution processes provided for in the Smash Repair Code set out below.

The first process is enabled by Section 10 of the Code and applies to disputes about methods of repair that arise prior to commencement or completion of repair. Allianz determines these internal disputes within two business days and they are not subject to any external review process.

The Repairer notifies the Allianz State Assessing Manager, providing:

The State Assessing Manager arranges a full investigation of the issue by:

The State Assessing Manager makes a determination within 2 days of the dispute being raised:

This provision does not apply for disputes relating to the amount to be paid for repairs, or differences of opinion as to the preferred repair method. Such matters are for individual Repairer/Assessor negotiation and cannot be disputed under the provisions of the Smash Repair Code.

The second process is enabled by Section 11 of the Code and applies to contractual and compliance with the Code disputes. This process requires IDR and EDR processes to be made available, but the EDR process only involves mediation, not determination.

This clause applies to disputes that arise prior to the commencement or completion of repair.

Where the Allianz assessor reports that the repairer has a complaint about a contractual or compliance issue that has remained unresolved to the satisfaction of the repairer beyond 24 hours, the assessor initiates the IDR process arising out of discussion with the repairer. The assessor will refer the dispute to the State Assessing Manager who will attempt to resolve the matter to the satisfaction of the repairer.

The State Assessing Manager will reassess Allianz' position and then discuss with National Manager Motor Assessing to determine if the matter can be resolved without a formal IDR Review Forum being convened.

If the dispute cannot be resolved:

The dispute will be referred to the Contracts and Compliance IDR Forum for investigation and determination to be provided to the repairer within 15 business days.

If the repairer remains dissatisfied with the determination, the repairer may lodge a notice of dispute with the Code Administration Committee (CAC), providing information on:

The repairer and Allianz will be required to agree on a mediator (or CAC will appoint a mediator). Then the mediator, the repairer and Allianz will attempt to resolve the dispute within 15 business days.

If, the mediation does not result in an outcome acceptable to both the applicant and the respondent, or the dispute proves incapable of resolution by mediation. Then, the mediator will provide a written statement to the applicant and the respondent setting out: