Make a Complaint

We take all complaints seriously and aim to resolve them fairly and quickly. The information shown below provides an overview of how we deal with complaints, how long it takes, and who to get in touch with.

Complaints Data

Allianz Insurance plc 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,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.

The complaint information below includes data on Allianz Insurance plc and the following brand names, Cornhill Direct, Your Cover, Petplan Petplan Equine and Scottish Equestrian Insurance Services between 1 January 2016 and 30 June 2016.

Data collected between 1 January and 30 June 2016
  Number of complaints opened Number of complaints closed Complaints closed within 8 weeks (%) Complaints upheld by firm (%)
General Insurance and pure protection 9,766 9,867 96% 53%

What this means is that between 1 January and 30 June 2016 we received 9,766 complaints and closed 9,867. Of these 96% were resolved within 8 weeks.

This represents approximately one complaint per 775 policies in force.

Once we have received your complaint:

We will try to resolve it straight away, however, if we are unable to:

Within 5 working days of receiving your complaint:

We will confirm receipt of your complaint and give you the name of the person who is dealing with it.

Within 4 weeks:

We will let you have our final response, or explain why we are unable to give you a final response and when we expect to be able to provide it.

Within 8 weeks:

We will let you have our final response, or explain why we are unable to give you a final response and when we expect to be able to provide it.

If you are unhappy with our final response, or any delay you can refer your complaint to:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Website: www.financial-ombudsman.org.uk  

Phone: 0800 023 4567 or 0300 123 9123

E-mail: complaint.info@financial-ombudsman.org.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.    

The European Commission has an online dispute resolution service for consumers who have a complaint about a product or service bought online. If you choose to submit your complaint this way, it will be forwarded to the Financial Ombudsman Service.

Click here to access the Online Dispute Resolution Service. Please quote our email address: acccsm@allianz.co.uk

Alternatively you can contact the Financial Ombudsman Service directly.

Customer Complaints Contacts

If you are a policyholder, please contact the office which usually handles your business, or the Customer Satisfaction Manager whose address will be on your policy documentation. If you cannot find this, please use the relevant contact details below: