Resolving complaints or disputes easily
At Allianz Global Assistance, we strive to do things the right way and keep our customers happy. Sometimes complaints and disputes do occur, and when this happens, we aim to resolve them in a fair, transparent and timely manner.
If you have a question about a privacy complaint, please refer to the “Privacy Notice” section of your Product Disclosure Statement (PDS), or contact us to obtain a copy.
Our complaint process
We have an established process for dealing with complaints about your experience, policy or claim and we aim to resolve your problem or dissatisfaction as quickly as possible. The process includes an internal dispute resolution review, followed by a stage of external dispute resolution if necessary. Regardless of whether the complaint involves our employees, authorised representatives, investigators or the service we provide, please tell us using the contact details outlined below.
Internal Dispute Resolution
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. We will complete the review of your complaint and provide a decision to you in writing within 30 calendar days, provided we have all the necessary information and have completed any investigation required. If we are unable to provide you with a decision within 30 calendar days, then prior to this deadline we will provide you with the reasons for the delay in writing, and information outlining your right to escalate your complaint to the Australian Financial Complaints Authority (AFCA).
On providing you with the outcome, our written response to you will include the reasons for our decision and inform you of your right to take your complaint to the Australian Financial Complaints Authority if you are not satisfied with our decision. We will provide you with their contact details and the timeframe in which you are able to lodge a complaint. However, if we resolve your complaint to your satisfaction within 5 Business Days, we will not respond to you in writing unless you ask us to, your complaint relates to financial hardship, a declined insurance claim or the value of an insurance claim.
Where we identify an error or mistake in issuing you a quote or policy, or handling your claim or complaint, we will immediately take steps to correct this.
If our internal dispute resolution review decision does not resolve your complaint to your satisfaction, you may advise us that you wish to escalate your complaint to the external dispute resolution review managed by the Australian Financial Complaints Authority (AFCA).
Customer Experience contact details:
Postal Address: Locked Bag 3038, Toowong DC, QLD 4066
Phone: 1300 795 636
External Dispute Resolution
Allianz Global Assistance subscribes to the independent external dispute resolution scheme administered by the Australian Financial Complaint Authority (AFCA). Contacting 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 below.
AFCA contact details:
Postal Address: Australian Financial Complaints Authority (AFCA) GPO Box 3 Melbourne VIC 3001
Phone: 1800 931 678
Fax: (03) 9613 6399
Access to Information:
In line with the General Insurance Code of Practice (the Code), you are entitled to request information or copies of documents that we have relied on in assessing your claim or complaint, including reports from service suppliers or external experts. We must give you the information that we relied on when making a decision about your complaint within 10 business days of you asking us for that information. We will give you the information as set out in part 12 of the Code. In accordance with regulation and Code, we may withhold access or disclose information in certain circumstances. If we withhold access for any reason, we will notify you of the basis for that reason and your options to dispute this.
The information you may access includes:
- documents and information we relied on to deny your claim;
- copies of your product disclosure statement and insurance;
- copies of any reports from service suppliers or external experts that we relied on; and
- copies of any available recordings and/or transcripts of any interaction we had with you that we relied on.