We have recently undertaken a detailed review of the content present on a number of websites advertising travel insurance products issued by Allianz Global Assistance.
This review identified that some of the benefits and benefit limits listed on these websites were presented in a way that may not have provided customers with a clear and transparent view of the terms and conditions associated with certain benefits. This means that customers may have purchased these products without a clear understanding of particular sub-limits and policy benefits which applied to their policy. For example, the website may not have made it clear that certain sub-limits were applicable (such as a dental sub-limit under medical coverage), or in some instances, benefit limits or exclusions may have been incorrect or unclear.
At Allianz Global Assistance we are committed to an open, honest and transparent service for our customers, so to address these issues we have revisited potentially affected claims and contacted customers who may have considered this information at the time they purchased their policies.
If you were identified as a policy holder within the relevant period and you made a claim, you may have received a phone call, SMS, email or letter in relation to this issue. If you have any questions about your claim or the review which has been undertaken, please see the FAQ’s below or contact the Allianz Global Assistance Travel Insurance Claims Team on 1800 133 494.
How do I know that this is a legitimate process?
AWP Australia Pty Ltd trading as Allianz Global Assistance is the service provider of Travel Insurance for a number of large companies who sell Travel Insurance in the Australian market. If you check the Product Disclosure Statement for your policy, you will see this information listed. If an Allianz Global Assistance representative contacts you about revisiting a past claim, it’s a legitimate request.
What types of claims are affected?
We’re in the process of reviewing claims and contacting customers that may have considered the statements published on our websites at the time they purchased their travel insurance policy. As these statements may have been unclear we are revisiting these claims, and in certain circumstances, making adjustments to offer the more favourable of the benefits advertised on our website or as indicated in the Product Disclosure Statement provided at the time of the purchase of the travel insurance policy.
What if I’m not satisfied with the outcome of the review of my claim?
In accordance with the General Insurance Code of Practice, our company provides a Complaints and Dispute Resolution process detailed below. If you are not satisfied with the outcome of your adjusted claim please contact us to request a review. If you have any questions about this process, please contact the Allianz Global Assistance Travel Insurance Claims Team on 1800 133 494.
Allianz Global Assistance Complaints & Dispute Resolution
An easy to follow guide to resolving complaints with our complaints & dispute resolution process.
Resolving complaints or disputes easily
Complaints and disputes are not an everyday occurrence at Allianz Global Assistance, as 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.
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.
We will keep you informed of the progress of our response to your complaint.
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 Financial Ombudsman Service (FOS). On 1 November 2018 FOS was replaced by the Australian Financial Complaints Authority (AFCA). FOS and AFCA are free of charge and their decisions are binding upon us, subject to their respective terms. If FOS or AFCA advise 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 the relevant scheme using the details provided on the final page of this document.
Client Services Department contact:
1300 725 154
AWP Australia Pty Ltd
Trading as Allianz Global Assistance
ABN 52 097 227 177
AFS Licence No. 245631
Level 16, 310 Ann St
Brisbane QLD 4000
For external dispute resolution lodged:
Australian Financial Complaints Authority (AFCA) GPO Box 3
Melbourne VIC 3001
Phone: 1800 931 678
Fax: (03) 9613 6399