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Our complaints process

We care about your experience

If you aren’t happy with your product or a service you’ve received from Allianz Australia, our partners, or our suppliers, let us know.

We’re here to work with you to reach a resolution.

Let's get things sorted

We care about resolving your complaint in a fair and transparent manner. Here’s how you can make a complaint and what happens once we receive it.

If your concern is about a CTP claim, we have a different process. See our CTP claims complaint process.

1. Contact us

The first step is to contact us and let us know your issue.

Choose a contact option below to make a complaint:

Fill in our form

Call us

13 10 00

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

Write to us

Allianz Australia Insurance Limited
GPO Box 4049
Sydney NSW 2001

If you need to make a complaint about CTP claims, we have a separate process.

Find out more information about our complaints process (PDF, 138KB).

2. We'll get in touch

Once we hear from you, our team will:

  • Acknowledge your complaint within one business day or as soon as practicable
  • Give you a complaint reference number
  • Update you on the status of your complaint at agreed times using your preferred contact method
  • Work with you to resolve your complaint within 30 calendar days

3. If we can't agree

We’re committed to resolving your complaint within 30 days. If you don’t agree with our decision, one isn’t made in time, or it's simply your preference, you can seek an independent review.

Australian Financial Complaints Authority (AFCA) is an external dispute resolution scheme, which is independent and free to you, subject to relevant terms and rules.

To get in touch with AFCA, you can:

Note: AFCA won't consider a complaint or dispute unless it is lodged before the earlier of the following time limits:

  • within two years of the date of our final IDR response; and
  • within six 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 or dispute lodged after either of these time limits if it considers that exceptional circumstances apply.

If you have a complaint about CTP claims

CTP Insurance differs per state. For information on how to make a complaint about your CTP claim, select your state below.

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, 559KB). 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 13 14 50 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

Need help in making a complaint?

National Relay Service

If you’re deaf, hard of hearing, or find it hard to communicate, the National Relay Service (NRS) can help.

Follow these steps to contact the NRS:

1.  Contact us using the NRS call method you prefer from the list of NRS call numbers and contact services

2.  Give the NRS our phone number: 13 10 00

You'll need to register to access any of the NRS call channels. For more information about the National Relay Service, see about the NRS. 

Interpreter services

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.
13 10 00

Or, contact Translating and Interpreting Service (TIS National) directly on 1300 041 474.

Frequently asked questions

Once we hear from you, our team will:

  1. Acknowledge your complaint within 24 hours or one business day.
  2. Log your complaint and give you a reference number.
  3. Keep you informed of the progress every 10 business days, or as agreed with you prior.
  4. Assign a person or team with the appropriate authority, knowledge, and experience to handle your complaint.
  5. Work with you to resolve the complaint as soon as possible.
  6. Respond in writing if your complaint involves a declined claim, the value of a claim, financial hardship, or if you request a written response.

For all Allianz products aside from CTP, we aim to resolve your complaint within 5 business days. If unresolved within this time, we’ll keep you updated on the progress made on your complaint at least every 10 business days and give you a written outcome/decision on your complaint within 30 calendar days of receiving your complaint.

If we can’t resolve it within 30 calendar days, we’ll inform you in writing about the reasons for our delay and let you know of your right to escalate the complaint to AFCA.

Yes, you can request access to the information we relied on in assessing your complaint. We'll provide it within 10 business days unless there are special circumstances preventing disclosure, such as legal protections or ongoing investigations.

If you believe we haven’t met our privacy obligations, you can lodge a complaint. If unresolved within 30 calendar days, you can escalate to the Office of the Australian Information Commissioner.

You can find more information in our Privacy Policy.

Yes, Allianz Australia Insurance Limited subscribes to the General Insurance Code of Practice, and Allianz Australia Life Insurance Limited has adopted the Life Insurance Code of Practice. These codes set minimum standards of service.

You can find more information by visiting our Insurance Codes and Standards page, the Insurance Council of Australia website, and Council of Australian Life Insurers website.

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 find more information about this Code through the official website or by contacting the Allianz Motor Assessing Manager in their state at 13 10 00.

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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.