In 2018, Allianz Australia Insurance Ltd (Allianz) and Allianz Global Assistance undertook a detailed review of the content present on a number of 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 view of the terms and conditions associated with certain benefits. This means that customers may have purchased 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.
At Allianz and Allianz Global Assistance we are committed to an open, honest and transparent service for our customers, so to address these issues we have revisited potentially affected claims and are in the process of contacting customers who may have considered this information at the time they purchased their policies.
If you were identified as a policy holder within the relevant period and you made a claim, you may receive 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 undertaken, please see the FAQs below or contact the Allianz Global Assistance Travel Insurance Claims Team on 1800 133 494.
Frequently Asked Questions
How do I know that this is a legitimate process?
AWP Australia Pty Ltd trading as Allianz Global Assistance is the service provider of Travel Insurance for a number of large companies who sell Travel Insurance in the Australian market. If you check the Product Disclosure Statement for your policy, you will see this information listed. If an Allianz Global Assistance representative contacts you about revisiting a past claim, it’s a legitimate request.
What types of claims are affected?
We reviewed claims and contacted customers that may have considered the statements published on our websites at the time they purchased their travel insurance policy. As these statements may have been unclear we are revisiting these claims, and in certain circumstances, making adjustments to offer the more favourable of the benefits advertised on our website or as indicated in the Product Disclosure Statement provided at the time of the purchase of the travel insurance policy.
What if I’m not satisfied with the outcome of the review of my claim?
In accordance with the General Insurance Code of Practice, our company provides a Complaints and Dispute Resolution process detailed below. If you are not satisfied with the outcome of your adjusted claim please contact us to request a review.
If you have any questions about this process, please contact the Allianz Global Assistance Travel Insurance Claims Team on 1800 133 494.
Resolving complaints or disputes easily
Complaints and disputes are not an everyday occurrence at Allianz Global Assistance, as we strive to do things the right way and keep our customers happy. Sometimes though complaints and disputes do occur, and when this happens our objective is to resolve them in a fair, transparent and timely manner.
If you have a complaint
Regardless of whether the complaint involves our employees, authorised representatives, investigators or the service we provide, please contact us.
If you are dissatisfied with our service in any way, please contact us and we will attempt to resolve the matter in accordance with our internal dispute resolution procedures.
If we do not make a decision within the period that we tell you we will respond, we will inform you about your right to lodge a complaint with an external dispute resolution scheme.
External Dispute Resolution: –If you are not happy with our response, you can refer your complaint to the Australian Financial Complaints Authority (AFCA) subject to its terms of reference. 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:
Australian Financial Complaints Authority (AFCA)
GPO Box 3
Melbourne VIC 3001
Phone: 1800 931 678
Fax: (03) 9613 6399
Client Services Department contact:
1300 725 154
AWP Australia Pty Ltd
Trading as Allianz Global Assistance
ABN 52 097 227 177
AFS Licence No. 245631
Level 16, 310 Ann Street
BRISBANE QLD 4066