Dispute Resolution Process

Allianz's complaints and dispute resolution process

We value your feedback

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

How to make 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 do our best to resolve it for you.

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

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 30 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: 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.