Supporting our customers in difficult times

Our commitment

Allianz recognises that we are all likely to experience vulnerability at some point in our lives. This vulnerability may result from life events, such as an illness, natural disaster or loss of income. Other factors may be longer term – such as a disability or financial distress.

We are committed to supporting customers through these tough times with respect, flexibility, dignity and care. This means we will make reasonable adjustments and put in place appropriate support to take account of these support needs and provide access to flexible options. This may include referring to additional support, such as people or services with specialist training and experience.

We have internal policies and training appropriate to our employees’ roles to help them understand if you may be vulnerable, and decide how best, and to what extent, we can support you.

We’re here to help you by delivering products and services that demonstrate we care for all our customers in a manner suited to your particular circumstances.

Family Violence

If you’re experiencing family or domestic violence, we are here to support you with compassion, respect, flexibility and care.

We understand it takes courage to openly speak about your situation. We have specially trained employees available to work with you to find a suitable, sensitive and compassionate way for us to proceed. We will do this as early as practicable and we will protect your right to privacy.

You can find out about the support we can offer you through our Family Violence Policy.

Support Services

Always call 000 if you or your family members are in immediate danger.

Agency Phone Website Services Provided
1800 RESPECT 1800 737 732 National 24-hour Domestic and Family Violence and Sexual Assault Line
MENSLINE 1300 78 99 78 24/7 support, information and referral service for men with family and relationship issues
Lifeline 13 11 14 24/7 counselling and referral service for people in a crisis situation.
Beyond Blue 1300 224 636 24/7 support to people experiencing anxiety or depression.
National Debt Hotline 1800 007 007 Financial counselling is a free, confidential service to assist people in financial difficulty
National Association of Community Legal Centres An independent not-for-profit community organisation that provides legal and related services to the public, focusing on the disadvantaged and people with special needs
Support from your bank Your bank may be able to help provide relief for your mortgage payments or provide other forms of relief
Utility bills If you’re finding it tough to pay your bills give your utility company a call because they may be able to assist

Financial Hardship

Financial hardship means situations where you may have difficulty in meeting your financial obligations. Allianz has policies and training for employees to help them identify if you are experiencing financial hardship and decide how we may be able to provide support to you.

This support could include fast-tracking of claims if you have an urgent financial need, payment options for your claims excess, or putting action to recover an amount from you on hold if we identify you are experiencing financial hardship.

Mental Health

Allianz is committed to treating people with past or current mental health conditions fairly. We have a program in place to drive and improve employee awareness and understanding of anti-discrimination laws regarding mental health.

We're here to help

We understand if you are experiencing difficult circumstances and we are ready to provide the additional support you may need from us at this time.

Contact us on 13 1000.