Tell us if you’re not happy with our service.
We'll do our best to put things right.
We think great customer service helps make great insurance, but we know we don’t always get everything right. If things do go wrong we’ll do our best to clear things up quickly and fairly.
Here’s how we deal with complaints, how long it takes, and who to get in touch with.
Complaints publication report
Firm name: Allianz Insurance plc
Period covered in this report: 1 January 2019 – 30 June 2019
Brand/trading names covered: Allianz Engineering Construction & Power, Allianz Legal Protection, Allianz Musical Insurance,
Cornhill Direct, Petplan, Petplan Equine, Scottish Equestrian
Number of complaints opened by volume of business |
|||||||
Product service grouping |
Provision (at reporting period end date) |
Number of complaints opened |
Number of complaints closed |
Percentage closed within 3 days |
Percentage closed after 3 days but within 8 weeks |
Percentage upheld |
Main cause of complaints opened |
|
Insurance and pure protection |
2.52 per 1,000 policies in force |
14,496 |
14,559 |
26% |
67% |
71% |
Unclear guidance /arrangement |
Credit Related |
0.001 per 1000 policies in force |
6 |
3 |
N/A |
N/A |
- |
N/A |
How long will it take us to look into your complaint?
Within 5 days
We’ll confirm that we’ve got your complaint, and give you the name of the person who’s looking into it.
Within 4 weeks
We’ll either:
- send you our final response to your complaint and tell you our reasons for it
- or explain why we can’t give you a final response just yet and let you know when we can
Within 8 weeks
We’ll either:
- send you our final response to your complaint and tell you our reasons for it
- or explain why we still can’t give you a final response, let you know when we can, and tell you how to get in touch with the Financial Ombudsman Service if you want to
If you’re not happy
If you’re not satisfied with our final response, or with our reasons for not getting back to you sooner, you can take your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service offers a free independent complaint resolution service.
You have the right to refer your complaint to the Financial Ombudsman Service, free of charge - but you must do so within six months of the date of the final response letter.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
Website:
www.financial-ombudsman.org.uk
Post:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Phone:
0800 023 4567 or 0300 123 9123
The European Commission has an online dispute resolution service for consumers who have a complaint about a product or service bought online. If you choose to submit your complaint this way it will be forwarded to the Financial Ombudsman Service.
Click here to access the Online Dispute Resolution Service. Please quote our e-mail address: customercomplaints@allianz.co.uk
Alternatively, you can contact the Financial Ombudsman Service directly.
How to get in touch
You can call, email or write to us directly.
One of our complaints team will work with you by phone, email or letter to try and resolve anything you’re not happy about.