At Allianz we strive to deliver exceptional service and assistance on all our products and services. If our service does not meet your expectations, we want to know.
Internal and External Dispute Resolution Process
General Complaints
If you are unhappy with any aspect of your policy, or if you have a complaint about the service you have received, please contact us by phone on 0800 800 048, or email us at help@allianz-assistance.co.nz
We aim to resolve your complaint in a timely and transparent manner.
Claims Appeals
If you are unhappy with a claim's decision, the following steps set out our claim's appeals process.
Step 1
Please contact us by telephone at 0800 553 550 or email us at travelcomplaints@allianz-assistance.co.nz to discuss the decision. It may be that we have not considered every aspect of your claim as we should have, or you may be able to provide us with additional information which will allow us to reconsider your circumstances. Alternatively, we may be able to provide you with a clearer explanation of the reasons for our decision.
Step 2
If we are unable to provide you with an outcome you are satisfied with, you may appeal the decision to our Dispute Resolution Manager. Please put your complaint in writing and send it to us by
email or post.
Post: Allianz Partners, PO Box 33-313, Takapuna, Auckland 0740
Attention: Dispute Resolution Manager
Email: DisputeResolution@allianz-assistance.co.nz
Attention: Dispute Resolution Manager
If you have any additional information or documentation which you believe may help to support your claim, please take this opportunity to provide it.
We will acknowledge receipt of your complaint within 5 business days from when we receive it, and we will respond to your complaint within 10 business days. If we are unable to provide you with the outcome within 10 business days of receiving your complaint, we will contact you to advise you of the period within which you can expect to hear from us.
In circumstances where no reasonable alternative timeframe has been agreed on, or, if we cannot resolve your complaint to your satisfaction within 2 months, we will explain our reasons to you in writing, and provide you with a ‘letter of deadlock’ so that you can take your complaint to our independent, external dispute resolution scheme.
External Disputes Resolution Process
If you are not satisfied with the outcome of your complaint, you may, subject to their terms of reference, choose to have your complaint reviewed independently by the Insurance and Financial Services Ombudsman (IFSO). IFSO provide an independent disputes resolution service and their decisions are binding on us. You have up to 3 months to contact IFSO after our final decision is issued to you. If you do not contact IFSO within this period, they may be unable to consider your complaint.
The contact details for IFSO are:
Freephone: 0800 888 202
Telephone: 04 499 7612
Email: info@ifso.nz
Website: www.ifso.nz
Fair Insurance Code
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Allianz Partners New Zealand manages this insurance under binder with The Hollard Insurance Company Pty Ltd as the underwriter, who are a member of the Insurance Council of New Zealand, and we support the Fair Insurance Code. You can read the Fair Insurance Code by Visiting the Insurance Council of New Zealand website, or by simply clicking here