In line with the latest UK government guidance regarding the Coronavirus (Covid 19) pandemic, we've updated our information and FAQs.
Coronavirus (COVID-19) information
Key information for customers
Contacting Allianz
Our teams remain fully operational on a working from home or hybrid basis. 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 any local and national health and safety recommendations and requirements.
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 as per government guidelines.
Please continue to contact us via email and phone. We also 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).
The FCA Test Case Appeal concluded on 15 January 2021. Although Allianz was not a defendant in the case we welcome the clarity the judgment provides and have continued to make payments on claims where we believe there is valid cover. Allianz has contacted all affected customers regarding how the judgment affects their 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 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 Fleet Manager and don’t yet have access to the Allianz Claims Hub, please request access for your business using our online form.
Q: What evidence is required of covid at the premises?
A: The FOS have ruled that it is for the customer ("the claimant") to provide evidence which supports their claim.
Although there were many cases of Covid-19 in the UK in March 2020, there was not widespread testing and many other viruses with similar symptoms, such as flu and colds, continued to circulate. For us to determine that, on the balance of probabilities, there was a person with Covid-19 at the premises in the relevant period prior to the interruption, we would require good evidence that Covid-19 was present and not another disease.
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 uses 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 by the end of the Covid-19 restrictions. 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.
For all Allianz travel insurance queries please visit the Allianz Assistance information page for further information regarding the impact of Conronavirus (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.
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.
No. The Corbin and King case related to a specific policy, namely where a business has lost money because authorities restricted access to it “in response to a danger or disturbance” at its site or within one mile of it.
The Court has ruled that a case of Covid-19 within that area can be a relevant “danger” that caused authorities to impose restrictions which led to the business’s losses.
The Corbin and King case will only affect policies that have a similar wording. and the ruling isn’t final yet. Once the time to appeal has expired or once the appeal has gone through court, we will be able to make final decisions on policy cover.
No. The Court has said ‘an incident’ or ‘event’ means something which happens at a particular time, at a particular place, in a particular way, e.g. a bomb scare, gas leak or traffic accident, rather than a disease.
We have a small number of claims that will be affected by the outcome of Corbin and King. We will automatically review any claims already submitted to us that have the same or similar wording as the wording in the Corbin and King case. This means that in some cases we may change our decision and pay claims that we have previously turned down. We will contact affected customers as soon as possible.
If you have other questions that are not answered here, please approach your broker in the first instance.