Dear Customer,
As part of a world leading insurance group, we pride ourselves in delivering quality claims solutions to all our customers. The following customer charter shows how we will achieve this through our commitment and service to you.
Telephone Service
- You will receive a friendly, courteous and professional service in all your dealings with us.
- We will try to answer your query when you first call us. If we are unable to do so, we will call you back at a convenient time to you.
- All staff will give their name when answering the telephone.
Post & Correspondence Service
- You will be kept informed about the progress of the claim.
- Our written communication is straightforward and easy to understand.
- If it is not possible to give you a full answer then we will let you know what happens next and when.
- All replies will include a contact name, telephone number, fax number and email address.
Car / Home / Commercial Property
Car:
- Where you choose to use our Approved Repairer network, we will make the arrangements for repair to your vehicle on your behalf.
- Whilst your vehicle is being repaired, our panel of Approved Repairers can provide you with a courtesy car.
- If you choose not to use an Approved Repairer, our Engineer will contact you within 48 hours upon receiving details of the damage and arrange an inspection at a suitable time.
Home / Commercial Property Claims:
- In the event of a claim, we will tell you what to do and how long this will take.
- We will ensure that all tradesmen appointed by the company are fully qualified and approved.
Timescales
As part of our quality standards, we will work to the following timescales when dealing with your claim.
| Answering calls | Within 20 seconds on average |
| Issue acknowledgement of a new claim | 1 working day of receipt |
| Respond to enquiries on existing car, home and Commercial Property claims | 3 working days |
| Respond to personal injury correspondence | 10 working days |
| Inform you of the outcome following receipt of a loss adjuster report | 3 working days |
| Contact from any appointed loss adjustors when details are supplied | 1 working day |
| Despatch of cheque once settlement has been agreed | 3 working days |
Monitoring our Performance
- We will review your comments and suggestions in order to continually improve our service to you.
- Our performance will be reported on our website.
Let us know what you think
- Our aim is to get it right, first time, every time. As a valued customer we would like to hear what you think.
- We would like to know when you have been impressed with our service so we can use these as examples to share best practice among our staff. Please contact us at customer.feedback@allianz.co.uk.
- If you are not satisfied with our claims service and want to make a complaint, you can do so in the following ways:
- 1. Write – address your letter to the Complaints Investigator, Allianz Claims, 500 Avebury Boulevard, Milton Keynes, MK9 2XZ, quoting your policy number and claims reference.
- 2. Telephone – you can call us on the telephone number you have previously been advised of in relation to your claim. Any of our claims handlers will be happy to assist you.
- 3. Email - customer.feedback@allianz.co.uk.
- We promise to address your concerns promptly.
- Where we need time to investigate your issue, we will acknowledge your complaint in writing within five working days.
- Within four weeks, you will receive a final response to your complaint or if we are unable to provide this, we will explain why and let you know when to expect a response.
Yours faithfully,
Graham Gibson - Director, Claims