Make a Complaint

Allianz Insurance takes all complaints seriously and aims to resolve them fairly and quickly. The information shown below provides a brief overview of how we deal with complaints, our customer complaints process and where to direct any complaints.

Overview

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 by selecting the customer complaints contacts tab above.

You may find the following information useful. This information includes data on Allianz Insurance and the following brand names, Cornhill Direct, Your Cover, Petplan, Petplan Equine and Scottish Equestrian Insurance Services between 1 July and 31 December 2014.

Data collected between 1 July and 31 December 2014.
  Number of complaints opened Number of complaints closed Complaints closed within 8 weeks (%) Complaints upheld by firm (%)
General Insurance and pure protection 7,278 6,829 96% 52%

What this means is that between 1 July and 31 December 2014 we received 7,278 complaints and closed 6,829. Of these 96% were resolved within 8 weeks.

This represents approximately one complaint per 1,000 policies in force during this same period.

Within 5 business days we will:

Confirm that we have received your complaint, and

Give you the name of the person who is dealing with your complaint. This individual will have been fully trained to deal with the matter in an objective manner.

Within 4 weeks of receiving your complaint we will:

Either:

Let you have our final response with the reasons for it

Or:
Explain why we are not in a position to give you a final response and let you know when we expect to be able to provide it

Within 8 weeks of receiving your complaint we will:

Either:
Let you have our final response with the reasons for it

 

Or:
Explain why we are not in a position to give you a final response and let you know when we expect to be able to provide it, and provide you with the contact details for the Financial Ombudsman Service.

If you are dissatisfied with our final response, or with the reasons for any delay in responding to you, you can usually refer your case to:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Phone: 0800 023 4567
Calls to this number are normally free for people ringing from a "fixed line" phone - but charges may apply if you call from a mobile phone.

Phone: 0300 123 9123
Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs.

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

You have the right to refer your complaint to the Financial Ombudsman, 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.

*Source: www.financial-ombudsman.org.uk

Customer Complaints Contacts

An easy to use complaints procedure has been established for the benefit of all our customers. If you are a policyholder, please contact our office which usually handles your business, or the Customer Satisfaction Manager whose address will be on your policy documentation. If that information is not available, or you are unable to find the address, then please contact the appropriate business area (listed below). A member of staff will be able to direct you to the relevant Customer Satisfaction Manager.