Allianz
Complaints

How to file a complaint and get quick results from
Allianz

Edited by:
Ajust Content Team
Last updated
June 30, 2025
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Allianz
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Edited by:
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Last updated:
June 30, 2025
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How to submit a complaint with
Allianz
 

Call Allianz Direct:
Call 13 1000 (Mon–Fri 8am–9pm, weekends 8am–5pm AEDT). Clearly state you're making a complaint. Allianz will log your grievance promptly.

Online Complaint Form:
Visit the Allianz Complaints page and click "Make a complaint". Complete the form with your policy or claim number and issue details. You'll get confirmation and a reference number.

Email or Mail (Written Complaints):
Email your complaint (e.g., customer.advocacy@e.allianz.com) or send mail to: Allianz Australia Insurance Ltd, GPO Box 4049, Sydney NSW 2001. Acknowledgment will follow within one business day.

In Person (Limited):
No retail branches exist for general insurance complaints. However, complaints via your broker or agent will be forwarded to Allianz.

Accessibility Support:
Use the National Relay Service (ask for 13 1000) or call 131 450 (Translating & Interpreting Service) for language or accessibility assistance.

What happens after you submit a complaint to Allianz ?

Acknowledgment within 24 Hours:
Allianz confirms receipt of your complaint within one business day, providing a reference number.

Case Manager Assignment:
A dedicated complaint handler reviews your issue independently from those originally involved. They'll provide direct contact details.

Investigation & Updates:
Allianz investigates thoroughly, potentially requesting more information. Updates are provided at least every 10 business days. You can request documents used in the decision.

Resolution Timelines:

  • Simple complaints: Often resolved within 5 business days.

  • Complex complaints: Final decision within 30 calendar days or an explanation if delayed.

Outcome & Communication:
Allianz clearly communicates the resolution. If dissatisfied, you'll receive written reasons and be informed about escalation to AFCA.

Professional & Fair Handling:
Allianz complies with the General Insurance Code of Practice, ensuring courteous, fair, and confidential handling, with extra assistance provided if needed.

Common complaints against
Allianz

Claims Denial or Delay:
Commonly reported frustrations involve claim rejections or delays, particularly in travel, car, or home insurance. Recent industry-wide increases in delays make prompt escalation advisable.

Poor Communication:
Customers frequently report inadequate communication with Allianz support during claims, especially during peak events like natural disasters. Allianz acknowledges this and is actively improving response processes.

Policy Coverage Disputes:
Disputes often arise from ambiguous policy terms. Clarification through persistence or external escalation (e.g., AFCA) can result in favourable outcomes.

Premium Increases or Billing Issues:
Complaints occur around unexpected premium hikes or billing errors. Allianz generally explains increases as risk-based, but will rectify genuine errors swiftly.

Customer Service Experience:
Occasional reports highlight poor customer service or long wait times. Allianz typically addresses these through apologies, staff retraining, or goodwill gestures.

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Real
Allianz
 complaints and how they were resolved

Travel Insurance Claim Reversal: A Melbourne family's partially denied travel insurance claim was reversed after proving Allianz’s assistance team advised the incurred expenses. Allianz acknowledged miscommunication and paid fully.

Delayed Car Repair Claim Settled: A customer faced lengthy delays for car hail-damage repairs. After lodging a formal complaint, Allianz expedited approval, provided clear updates, and offered a $100 gift card as goodwill.

Home Insurance Payout Dispute: A homeowner successfully increased a roof repair payout by $5,000 after providing independent quotes. Allianz reviewed and corrected their initial assessment.

How to escalate a complaint with Allianz

Internal Escalation (IDR Team):
Explicitly request your complaint be escalated internally to the Internal Dispute Resolution (IDR) team or a senior manager for further review.

Follow Up in Writing:
Document dissatisfaction via email or the online form, referencing your complaint number clearly for additional review.

Contact Allianz Customer Advocacy Team:
Use specialised contacts (e.g., idrcommittee@allianz-assistance.com.au or customer.advocacy@e.allianz.com) after standard processes fail, connecting you with complaint-resolution experts.

Special Cases – CTP or Life Insurance:
Certain Allianz products (like CTP) offer independent review options. Refer to the specific guidance provided in Allianz's correspondence.

Keep a Complaint Diary:
Maintain detailed notes of communications to effectively escalate and clearly present your case history if needed externally.

Final Internal Response:
Allianz’s final written decision directs you to external bodies like AFCA if you remain dissatisfied.

Regulatory & Ombudsman Information for Allianz

Australian Financial Complaints Authority (AFCA):
Free independent ombudsman for unresolved complaints after 30 days. Allianz must comply with AFCA decisions.

  • Website: afca.org.au

  • Email: info@afca.org.au

  • Phone: 1800 931 678

  • Mail: GPO Box 3, Melbourne VIC 3001

What AFCA Can Do:
Mediate or decide your dispute, requiring Allianz to rectify claims, compensate, or adjust unfair decisions.

Regulators – ASIC & ACCC:

  • ASIC: Oversees insurance conduct but doesn't resolve individual cases. Report misconduct at asic.gov.au.

  • ACCC: Addresses systemic competition or fairness issues but primarily AFCA handles individual complaints.

State Insurance Regulators:
CTP and similar insurance issues are overseen by state regulators like NSW's Independent Review Office (IRO) or Queensland's MAIC.

General Insurance Code Governance:
The Code Governance Committee monitors Allianz’s adherence to industry standards. Serious breaches can be reported here but generally use AFCA for personal disputes.

Legal Action:
Legal action remains an option, but AFCA typically resolves disputes efficiently and cost-effectively.

Need a
Allianz
 resolution fast?

Submit your complaint with

Allianz

now.

Need a
Allianz
Resolution Fast?

📞 Call 13 22 00 or visit Telstra’s website to lodge your complaint today.

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