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Tell us if you’re not happy with our service – we'll do our best to put things right.

We think great customer service helps make great insurance, but we know we don’t always get everything right. If things do go wrong we’ll do our best to clear things up quickly and fairly.

Here’s how we deal with complaints, how long it takes, and who to get in touch with.

How to get in touch

You can email or write to us directly using the relevant contact details found below. A member of our complaints team will work with you by email or letter to try and resolve anything you’re not happy about.

Write to:

Allianz Insurance plc
57 Ladymead
Guildford
Surrey
GU1 1DB

Email: acccsm@allianz.co.uk
Phone: 01483 552438

Write to:

Allianz Engineering
Customer Satisfaction Manager
Allianz Engineering, Construction & Power
57 Ladymead
Guildford
Surrey
GU1 1DB

Email: customer.satisfaction@allianzengineering.co.uk

Write to:

Allianz Motor & Home
2530 The Quadrant
Aztec West
Almondsbury
Bristol
BS32 4AW

If your complaint is about a claim email: bcsgho@allianz.co.uk
If your complaint is NOT about a claim email: customercomplaints@allianz.co.uk

Write to:

PO Box 10623
Wigston
LE18 9HJ 

Email: alpcomplaints@allianz.co.uk
Phone: 0345 0700 886

Write to:

Allianz Musical Insurance
Great West House (GW2)
Great West Road
Brentford
Middlesex
TW8 9DX 

Email: csm@allianz.co.uk
PetPlan

Write to:

Animal Health Division
Allianz Insurance plc
Great West House (GW2)
Great West Road
Brentford
Middlesex
TW8 9DX 

Email: petplan.csm@allianz.co.uk
Phone: 0345 026 1985 

Sainsbury's Pet Insurance

Write to:

Sainsbury's Pet Insurance
Great West House (GW2)
Great West Road
Brentford
Middlesex
TW8 9DX 

Email: complaints@sainsburysbankpetinsurance.co.uk

Co-op Pet Insurance

Write to:

Co-op Pet Insurance
Great West House (GW2)
Great West Road
Brentford
Middlesex
TW8 9DX 

Email: schemescsm@allianz.co.uk

Write to:

Allianz Lifestyle
PO Box 589
Great West House (GW2)
Great West Road
Brentford
Middlesex
TW8 9DX 

Email: schemescsm@allianz.co.uk

How long will it take us to look into your complaint?

Within...

5 days

We will:

  • confirm that we’ve got your complaint; and
  • give you the name of the person who’s looking into it.

4 weeks

We’ll either:

  • send you our final response to your complaint and tell you our reasons for it; or
  • explain why we can’t give you a final response just yet and let you know when we can.

8 weeks

We’ll either:

  • send you our final response to your complaint and tell you our reasons for it; or
  • explain why we still can’t give you a final response, let you know when we can, and tell you how to get in touch with the Financial Ombudsman Service, if you want to.

If you're not happy

If you’re not satisfied with our final response, or with our reasons for not getting back to you sooner, you can take your complaint to the Financial Ombudsman Service.

Please quote our e-mail address: customercomplaints@allianz.co.uk

The Financial Ombudsman Service offers a free independent complaint resolution service.

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge - but you must do so within six months of the date of the final response letter.

If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

Website: financial-ombudsman.org.uk

Email: complaint.info@financial-ombudsman.org.uk

Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Phone: 0800 023 4567 or 0300 123 9123

Complaints publication report

Firm name:  Allianz Insurance plc

Period covered in this report:  1 July 2020 to 31 December 2020

Brand/trading names covered: Allianz Engineering Construction & Power, Allianz Legal Protection, Allianz Musical Insurance, Cornhill Direct, Petplan, Petplan Equine, Scottish Equestrian

Complaints data for the six months to 31st December 2020