Resolving differences
At Allianz, we strive to do things the right way and deliver to your customers’ expectations. Sometimes though, differences do occur, and when this happens, our aim is to resolve them as amicably and quickly as possible.
Allianz is a signatory to the General Insurance Code of Practice. Allianz provides a Code compliant Internal Dispute Resolution process (IDR).
If a customer is not satisfied with the outcome or any aspect of the handling of a General Insurance claim, they just need to call the Claims team to start the IDR process.
Further assistance
We will do our best to reach a resolution within the terms of the policy. If, however, the customer is still dissatisfied with our decision, they may lodge a complaint with the Australian Financial Complaints Authority (AFCA), provided the complaint falls within its rules. It is an independent external dispute resolution scheme and its determinations are binding upon us:
AFCA contact details:
online: www.afca.org.au
email: info@afca.org.au
phone: 1800 931 678
mail: Australian Financial Complaints Authority
GPO Box 3 Melbourne VIC 3001
AFCA will not consider a complaint/dispute unless it is lodged before the earlier of the following time limits:
- within 2 years of the date of our final IDR response; and
- within 6 years of the date when you first became aware (or should reasonably have become aware) that you suffered the loss.
AFCA may still consider a complaint/dispute lodged after either of these time limits if it considers that special circumstances apply.
