An easy to follow guide to resolving complaints with our complaints & dispute resolution process.
Access to Information
In accordance with the General Insurance Code of Practice (the Code), you are entitled to request information or copies of documents that we have relied upon in assessing your claim, including reports from Service Suppliers or External Experts. We will make these documents available to you within 10 business days of your request. In special circumstances, we may decline to provide access to or disclose information to you. If we decline to provide access to or disclose information to you, we will not do so unreasonably and will provide you with our reasons for doing so in accordance with the requirements of the Code.
At Allianz Global Assistance, we strive to do things the right way and keep our customers happy. Sometimes though complaints and disputes do occur, and when this happens our objective is to resolve them in a fair, transparent and timely manner.
If you have a complaint
Regardless of whether the complaint involves our employees, authorised representatives, investigators or the service we provide, please contact us on the contact details outlined in your received correspondence.
There is an established process for dealing with complaints about your policy or claim. The process includes two stages of internal dispute resolution, followed by a stage of external dispute resolution if necessary. Although there are three stages to the dispute resolution process, we aim to resolve complaints as early as possible.
Stage 1: We complete the review of your complaint and will provide a response within 15 business days, provided we have all necessary information and have completed any investigation required.
If further information, assessment or investigation is still required, we will agree on reasonable alternative timeframes with you.
If we cannot agree on alternative timeframes, you will have the right to take your complaint to Stage 2 of the complaint process.
In line with the General Insurance Code of Practice (The Code) we will keep you informed of the progress of our response to your complaint at least every 10 business days, unless you agree otherwise, and will also provide you with our decision in writing.
Where an error or mistake in handling your complaint is identified, we will immediately take steps to correct it.
If you have a question about a privacy complaint, please refer to the Privacy notice under the “Important Matters” section of your Product Disclosure Statement (PDS), or contact us to obtain a copy.
If our Stage 1 decision does not resolve your complaint to your satisfaction, you may advise us that you wish to take your complaint to Stage 2.
Stage 2: Your complaint will be reviewed by an Internal Dispute Resolution Officer, who will provide a Final Written Response (or Final Decision Letter) within 15 business days provided we have all necessary information and have completed any investigation required.
If further information, assessment or investigation is required we will agree on reasonable alternative timeframes with you.
If we cannot agree on alternative timeframes, you will have the right to take your complaint to the External Dispute Resolution Stage of the complaint process.
We will keep you informed of the progress of our response to your complaint at least every 10 business days.
If our decision at Stage Two does not resolve your complaint to your satisfaction, or if we do not resolve your complaint within 45 calendar days of the date we first received your complaint, you may refer your complaint to the External Dispute Resolution Stage of the complaint process.
External Dispute Resolution: – Allianz Global Assistance subscribe to the independent external dispute resolution scheme administered by the Australian Financial Complaint Authority (AFCA). AFCA is free of charge and their decisions are binding upon us, subject to their terms. If AFCA advises you that the terms do not extend to you or your dispute, you can seek independent legal advice or access any other external dispute resolution options that may be available to you.
If you wish to exercise your right to refer your complaint to external dispute resolution, you may contact AFCA using the details provided on the final page of this document.
Internal Dispute Resolution Team:
1300 795 636
For external dispute resolution lodgement:
Australian Financial Complaints Authority (AFCA) GPO Box 3
Melbourne VIC 3001
Phone: 1800 931 678
Fax: (03) 9613 6399