Claims

Your guide to claims with Allianz

We will treat you fairly and consistently, as we would wish to be treated ourselves. By working closely with you and your broker we ensure you are kept well-informed of developments in the claims process at all stages, that costs are contained and claim settlements are fair and timely.

When you make a claim we will:

• Ensure you are clear about the progress of the claim at every stage

• Be empathetic and understanding
• Act promptly and efficiently

• Ensure you understand the extent of the acceptance of the claim
• Explain the reasons for our decision. Should you (or your broker) offer feedback, or express dissatisfaction, we will:

  - Listen carefully to the nature of the complaint

  - Respond quickly and efficiently

  - Learn from the feedback and use it to improve our        service.

Rehabilitation team

We now employ a specialist team of rehabilitation co-ordinators. Their focus is principally on serious, third party personal injury claims. The team helps identify cases where rehabilitation can help to speed up a persons return to work and normal life. The team will also liaise between our claims handlers and claimants solicitors to ensure there are no delays, the right treatment is provided and the costs are contained.

Claims investigators

We employ a team of claims investigators based across the UK. The team is highly skilled, investigating a range of claims where liability is in dispute, the case is sensitive and requires an on-site visit. As part of these investigations, the team takes witness statements and verifies incident circumstances. They will also liaise with you, your broker and other relevant parties as part of their work.

Claims business consultants

Our claims business consultants are a dedicated team of claims relationship managers, who act as a focal point for major clients. They work closely with our underwriters to resolve claim issues or processes.

Another key role of the claims business consultants is the identification of improvements or enhancements to the claims service, to ensure customers receive the best possible service.

For full details of our claims services, please contact your broker.