Had an issue with Allianz? Get a real response.
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.
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.
Complaints submitted through Ajust
I’ve called Allianz over ten times and still can’t get a clear update on my car claim. I have no car, no rental, and zero support. Every rep I’ve spoken to has been dismissive, and I’m left feeling anxious and stranded. I just want someone to take accountability. - Michelle
I trusted Allianz’s experts to fix my guttering properly in 2022, but after another storm, I’m told it wasn’t up to code -and now I’m stuck with the bill. If their own assessors got it wrong, why am I the one paying for it? That doesn’t feel fair. - Anonymous
I accepted a claim settlement from Allianz in December, but since then - nothing. No updates, no payout, and no one seems to know what’s happening. This delay has completely ruined my ability to work. - Robin
Allianz charged me full-price insurance for 11 years as if my car was brand new the entire time. It wasn’t. I just want a refund for the overcharging -it’s only fair. - Maria
How other consumers Allianz complaints got 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.
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.
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.
Allianz Complaints FAQs
What’s the best way to submit a complaint to Allianz?
The most effective way is to call 13 1000 or use Allianz’s online complaint form, where you’ll receive a reference number and prompt acknowledgment. For formal written complaints, email customer.advocacy@e.allianz.com or post your issue to their Sydney office. Always include your policy or claim number.
What happens after I lodge a complaint with Allianz?
Allianz confirms receipt within one business day and assigns a dedicated case manager. Simple complaints are often resolved in 5 business days, while complex cases can take up to 30 days. You’ll receive regular updates and a final written outcome, with escalation options if needed
What are the most common complaints against Allianz?
Frequent issues include claims delays, denials, unclear policy terms, premium increases, and communication breakdowns. Many complaints are resolved with persistence, documentation, or escalation to Allianz’s dispute resolution or customer advocacy teams.
How do I escalate an unresolved complaint with Allianz?
If unsatisfied, request escalation to Allianz’s Internal Dispute Resolution (IDR) team. Follow up in writing using your complaint reference. For persistent issues, contact customer.advocacy@e.allianz.com. If still unresolved after 30 days, escalate to AFCA for free, independent dispute resolution
You’ve done your part, now it’s time to hold Allianz accountable.
Take the final step and submit a complaint that gets seen and responded to.