How we deal with complaints at Allianz Insurance
Allianz Insurance is one of the largest general insurance companies in the UK and is part of the Allianz Group, the largest property and casualty insurers in the world.
Customers are at the heart of our business and our products and services are designed with this in mind. We aim to treat our customers as fairly and consistently as we would wish to be treated ourselves.
This does not mean of course that we always get everything right. When we are made aware of any dissatisfaction with any elements of our products and services we will attempt to understand the reasons and resolve the problem as quickly as possible.
Our employees are empowered to deal with a complaint over the phone, by email or letter. If that person is unable to resolve the issue they will refer the matter to a more experienced colleague for resolution. Your policy documentation contains full contact details, alternatively you can contact us directly.
You may find the following information useful. This information includes data on Allianz Insurance and the following brand names, Cornhill Direct, Petplan, Petplan Equine and Scottish Equestrian Insurance Services between 1 January and 30 June 2011.
| Number of complaints opened |
Number of complaints closed |
Complaints closed within 8 weeks(%) |
Closed complaints upheld by firm(%) |
|
| General Insurance and pure protection | 3217 | 3140 | 97% | 38% |
What this means is that between January and June 2011 we received 3217 complaints and closed 3140. Of these 97% were closed within 8 weeks.
The table above also shows that we upheld 1201 (38%) complaints in favour of the customer during that period. Of those complaints where it was felt we could not accept that the complaint was valid, less than 7% of our customers did not accept our decision and exercised their right to refer their complaint to the (independent) Financial Ombudsman Service (FOS).
The Financial Ombudsman Service looks at the facts of each complaint and decides what is fair in each case. During the same six month period where the FOS made a decision on an Allianz complaint, in 69% of cases they supported Allianz’s original decision.
On the Financial Ombudsman Service website you can see how Allianz compares with other general insurance companies under the categories General Insurance/Pure Protection and Payment Protection Insurance.