Travel insurance website review
In 2018, Allianz Australia Insurance Ltd (Allianz) and Allianz Global Assistance undertook a detailed review of the content present on several websites advertising travel insurance products issued by Allianz.
This review identified that some of the benefits and benefit limits listed on these websites were presented in a way that may not have provided customers with a clear and transparent explanation of the terms and conditions associated with certain benefits. This meant customers may have bought these products without a clear understanding of particular sub-limits and policy benefits which applied to their policy.
For example, the website may not have made it clear that certain sub-limits were applicable (such as a dental sub-limit under medical coverage), or in some instances, benefit limits or exclusions may have been incorrect or unclear.
Revisiting potentially affected claims
At Allianz and Allianz Global Assistance, we’re committed to providing an honest, efficient, fair, transparent, and timely service for our customers. So to address these issues, we’ve revisited potentially affected claims and have contacted customers who may have considered this information at the time they bought their policies.
If you were identified as a policy holder within the relevant period and you made a claim, you should have received a phone call, SMS, email or letter in relation to this issue. If you have any questions about your claim or the review which has been carried out, see our or contact the Allianz Global Assistance Travel Insurance Claims Team on .
Allianz Global Assistance complaints and dispute resolution
Regardless of whether your complaint involves our employees, authorised representatives, investigators or the service we provide, please contact us and we’ll attempt to resolve the matter in accordance with our .
Customer Experience contact details:
Allianz Global Assistance
Locked Bag 3038
If we don’t make a decision within the period we tell you we’ll respond, we’ll inform you about your right to lodge a complaint with an external dispute resolution scheme.
External dispute resolution
If you’re not happy with our response, you can refer your complaint to the Australian Financial Complaints Authority (AFCA) subject to its rules and guidelines. AFCA provides a free and independent dispute resolutions service for consumers who have general insurance disputes falling within its terms.
AFCA’s contact details are:
Frequently asked questions
In accordance with the General Insurance Code of Practice, our company provides a Complaints and Dispute Resolution process. If you’re not satisfied with the outcome of your adjusted claim, please contact us to request a review.
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Any advice here does not take into account your individual objectives, financial situation or needs. Terms, conditions, exclusions, limits and applicable sub-limits apply. Before making a decision about this insurance, please consider the relevant (if applicable). Where applicable, the PDS/Policy Wording, Supplementary PDS and for this insurance are available on this website.
Travel Insurance is issued and managed by AWP Australia Pty Ltd ABN 52 097 227 177 AFS Licence No. 245631, trading as Allianz Global Assistance (AGA) as agent of the insurer Allianz Australia Insurance Limited ABN 15 000 122 850 AFS Licence No. 234708 (Allianz). Travel Insurance is underwritten by the insurer Allianz. Terms, conditions, exclusions, limits and applicable sub-limits apply.
We don’t provide advice based on any consideration of your objectives, financial situation or needs. Before making a decision, please consider the Product Disclosure Statement available on this website. If you purchase this insurance, AGA will receive a commission that is a percentage of the premium. Ask us for more details before we provide you with any services on this product.