At Allianz we work with a huge variety of businesses and individuals, each exposed to uniquely different risks and dealing with individual circumstances and challenges. The risks faced by businesses don’t stop with COVID-19 and we’re committed to continue providing the insurance cover you need and purchased, accepting that your business might be temporarily changed by the current situation. We know there is no ‘one size fits all’ approach so will consider how we can help you on a case by case basis. If you’re affected by the current situation, please contact your broker in this first instance and we’ll then work closely with them to find the most suitable way forward for you.
Coronavirus (COVID-19) information
Key information
For our customers
Updated: 03 December 2020
I’m having financial difficulty paying my premium as a result of COVID-19. What should I do?
If you require support as a direct result of COVID-19, please contact your broker to discuss your needs and what assistance may be available.
Under some circumstances an adjustment to the cover required may be available and / or we may be able to assist with deferred payments. Please do not cancel your Direct Debit Instruction as this may trigger our automated default process, which could result in the cancellation of your policy.
If you are experiencing financial difficulties you may wish to seek financial advice. The Money Advice Service has created a Money Navigator Tool to assist with getting started and their website includes details of free advice services. The Financial Services Authority has also published information for consumers dealing with financial difficulties during coronavirus.
FCA test case appeal
The Supreme Court has now given its permission for the FCA Test Case appeal to proceed direct to the Supreme Court. The hearing began on 16 November and concluded on 19 November. The decision is currently expected to be announced in December.
We will keep you updated with the outcome. Allianz, being one of the largest and leading insurers, will of course adhere to any new jurisdiction.
How are you preparing for the FCA test case ruling and what does that mean for my claim?
We’re continuing to take a flexible and proactive approach to supporting you through this uncertain time and we look at each claim on its own merit.
In preparation for the Court ruling, we've worked with our legal panel to create communications for customers who have made a business interruption claim relating to Covid-19, including those whose claims have been rejected. These communications were shared with affected customers.
The results from the FCA test case were announced on Tuesday 15 September. The Court found in favour of the arguments advanced for policyholders by the FCA on the majority of the key issues.
Affected customers
Following the judgment, we contacted our customers to let them know we were working through the details and would be in touch to discuss how this may impact their claim.
An affected customer’s situation will have one of two outcomes:
i) the claim or part of the claim is now eligible for payment or
ii) the claim is still not covered by their policy.
If the claim is covered in part or in full, we'll appoint a loss adjuster who will be familiar with the policy.
If you’re affected but we don’t have your email address, we’ve contacted your broker who will share the letter with you. If we do have your email address, we've sent these letters directly to you by email, and copied in your broker for information. Alternatively, we've issued letters by post if we don’t have your or your broker’s email address.
Appeals
A further hearing took place on 2 October where a number of follow up matters, including hearing requests for appeals from various parties were considered. The Court granted certificates to the Financial Conduct Authority (FCA) and all insurers in the test case who asked for a certificate, enabling them to request an appeal directly to the Supreme Court. Those who received a certificate are now entitled to apply to the Supreme Court for permission to appeal against various aspects of the judgment. We understand that the FCA and the insurers involved in the test case continue to have discussions to see if a solution can be found which might avoid the need for an appeal. As Allianz is not a party to the test case, it’s difficult to know whether those discussions are likely to be productive and, if they are not, when the appeal might be heard. If you’re a customer whose claim relates to a policy wording which may be the subject of an appeal, we have now written to let you know that your claim is on hold pending a final decision by an appeal court or confirmation that the policy wording will not be subject to an appeal.
I’m due to have a loss control survey or claims investigation at my site. What do I need to be aware of?
As we resume site surveys where they can be done in a COVID-19 Secure manner, customer and employee safety remains our highest priority. We’ve produced customer guidance outlining our approach to remote and site surveys, what it means for you and the additional control measures we’re taking to keep our engineers and investigators safe and mitigate the risk of spreading COVID-19.
I need to post documentation to Allianz. Can I still do this?
Yes, we have inbound and outbound postal processes in place that mean we can receive, send and process your postal documents. We continue to process your instructions as quickly as possible and can now accept cheques, however there may be a delay in processing these. Our preferred option at this time would be electronic payments (BACS, CHAPS).
I’m a taxi/private hire vehicle (PHV) driver seeking to use my vehicle for alternative sources of income. Do I need to extend my hire or reward cover?
If you’re a licenced taxi or private hire vehicle (PHV) driver and have Allianz hire or reward insurance in place, you do not need to contact us to extend your existing cover while driving your insured vehicle to carry parcels, medical supplies, household goods, groceries or takeaway meals during the Covid-19 restrictions. We have chosen to extend this cover beyond the end of the current lockdown period and into next year, until 31 March 2021.
Commercial motor policies and NHS volunteering
We’re aware that many of our Commercial Motor customers will want to support people in their communities who are impacted by COVID-19, including the NHS Volunteer responder scheme. If you or one of your employees use their company vehicle for voluntary purposes (non-payment) to transport medicine or groceries to support others or for the activities of an NHS volunteer responder, subject to your permission and any existing conditions (such as driving restrictions), your cover will not be affected. You do not need to contact us to update documents or extend your cover.
Cover will not be affected until the end of the COVID-19 restrictions or until 31 October 2020, whichever is sooner.
Cover will not be affected until the end of the COVID-19 restrictions or until 31 October 2020, whichever is sooner.
Does my policy provide cover with regard to COVID-19?
If you have any questions regarding your policy coverage and what may or may not be covered, please contact your insurance broker who can discuss your terms and conditions in detail.
How do I make a claim?
Please see our Claims page which details our claims processes and contacts by line of business. We are experiencing higher volumes of traffic than usual through our phone lines and would encourage customers to notify claims online via our website.
If you are a Broker or Fleet Manager, the easiest way to notify a new Fleet claim is via the Allianz Claims Hub, you can also track progress of all existing motor claims. Fleet Drivers can also notify fleet claims via our Allianz Notify app.
If you are a Broker or Fleet Manager and don’t yet have access to the Allianz Claims Hub, please request access for your business using our online form.
Who can I speak to about a legal matter relating to COVID-19?
If your policy from Allianz includes legal expenses cover, you also have access to our TALK Legal helpline, which can provide advice on a wide variety of topics that may be relevant in the current circumstances.
To help you find what you’re looking for more quickly, we’ve listed frequently asked questions relating to COVID-19.
If you can’t find what you’re looking for, policyholders can call our legal advice line on 0370 241 4140 about any legal matter. Lines are open 24 hours a day, 7 days a week.
Travel insurance customers
For all Allianz travel insurance queries please visit the Allianz Assistance information page for further information regarding the impact of Conronavirus (COVID-19).
Our suppliers, partners and third parties
Updated: 24 March 2020
How are you working with your suppliers?
We’re working with our suppliers and third parties to understand if they or their supply chain has been exposed to any risks presented by the virus and the steps they’re taking to ensure the resilience of the service they provide to us. We’re also supporting suppliers to prepare and implement their business continuity plans during this time to minimise any impact to our operations and customers.
I'm a supplier, do I need to update you?
Please continue to inform us of any changes in your situation. This will help us to support you with any queries you might have.
In light of the ongoing pace of change, please contact us directly via email supplierrelationshipmanagement@allianz.co.uk so we can help you as effectively as possible.
Allianz's approach during COVID-19 pandemic
Following the announcement of new measures by the Government on 23 March 2020, we took the decision to close all our UK offices with immediate effect. We had prepared for this situation by undertaking systems resilience testing and ensuring colleagues were equipped to operate remotely and have therefore been able to maintain service levels to our customers.
We have started a limited programme of reopening some offices with a small number of colleagues returning but this will only continue cautiously, in line with local and national lockdown restrictions and ensuring all workplaces are Covid secure.
Any colleagues who have exhibited significant symptoms are self-isolating and any colleagues who have been in close proximity to these individuals have also been asked to self-isolate for 14 days as per government guidelines. We are also providing our employees with support for their mental wellbeing during this time, along with our charity partner Mind.
We’re contacting all our main suppliers and third parties to ask whether they or their supply chain has been exposed to any risks presented by the virus and the steps they’re taking to ensure the resilience of the service they provide to us. We are checking they have robust business continuity plans in place during this time to minimise any impact to operations.