To make sure we remain as honest, efficient, fair, transparent, and timely as possible with our customers, a website review was undertaken to identify and address any instances where this wasn't the case. A travel remediation process was set up to resolve any complaints and disputes as quickly as possible.
Travel insurance website review
In 2018, Allianz Australia Insurance Ltd (Allianz) and Allianz Global Assistance undertook a detailed review of the content present on several websites advertising travel insurance products issued by Allianz.
This review identified that some of the benefits and benefit limits listed on these websites were presented in a way that may not have provided customers with a clear and transparent explanation of the terms and conditions associated with certain benefits. This meant customers may have bought these products without a clear understanding of particular sub-limits and policy benefits which applied to their policy.
For example, the website may not have made it clear that certain sub-limits were applicable (such as a dental sub-limit under medical coverage), or in some instances, benefit limits or exclusions may have been incorrect or unclear.
Revisiting potentially affected claims
At Allianz and Allianz Global Assistance, we’re committed to providing an honest, efficient, fair, transparent, and timely service for our customers. So to address these issues, we’ve revisited potentially affected claims and have contacted customers who may have considered this information at the time they bought their policies.
If you were identified as a policy holder within the relevant period and you made a claim, you should have received a phone call, SMS, email or letter in relation to this issue. If you have any questions about your claim or the review which has been carried out, see our FAQs or contact the Allianz Global Assistance Travel Insurance Claims Team on 1800 133 494.
Allianz Global Assistance complaints and dispute resolution
Complaints and disputes are not an everyday occurrence at Allianz Global Assistance. This is because we strive to keep our customers happy by doing things the right way. But when complaints and disputes do occasionally happen, our aim is to resolve them as quickly as possible in a fair and transparent way.
Complaint process
Regardless of whether your complaint involves our employees, authorised representatives, investigators or the service we provide, please contact us and we’ll attempt to resolve the matter in accordance with our internal dispute resolution procedures.
Customer Experience contact details:
1300 795 636
Allianz Global Assistance website
Email Allianz Global Assistance
Allianz Global Assistance
Locked Bag 3038
Toowong DC
QLD 4066
If we don’t make a decision within the period we tell you we’ll respond, we’ll inform you about your right to lodge a complaint with an external dispute resolution scheme.
External dispute resolution
If you’re not happy with our response, you can refer your complaint to the Australian Financial Complaints Authority (AFCA) subject to its rules and guidelines. AFCA provides a free and independent dispute resolutions service for consumers who have general insurance disputes falling within its terms.
AFCA’s contact details are:
Australian Financial Complaints Authority (AFCA)
GPO Box 3
Melbourne
VIC 3001
Phone: 1800 931 678
Fax: (03) 9613 6399
AFCA website
Email AFCA
Frequently asked questions
AWP Australia Pty Ltd, trading as Allianz Global Assistance, issues and manages travel insurance as agent of Allianz Australia Insurance Limited. Allianz Global Assistance partners with a number of large companies to sell travel insurance in the Australian market. If an Allianz Global Assistance representative contacts you about revisiting a past claim, it’s likely a legitimate request. If you’re unsure, contact us on 1800 133 494.
We reviewed a number of claims and contacted customers who may have considered the statements published on our websites at the time they bought their Travel Insurance policy. As these statements may have been unclear, we revisited these claims, and in certain circumstances, made adjustments to offer the more favourable of the benefits advertised on our website or as indicated in the PDS provided at the time the Travel Insurance policy was bought.
In accordance with the General Insurance Code of Practice, our company provides a Complaints and Dispute Resolution process. If you’re not satisfied with the outcome of your adjusted claim, please contact us to request a review.
If you have any questions about this process, contact the Allianz Global Assistance Travel Insurance Claims Team on 1800 133 494.
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Allianz acknowledges Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands on which we live and work across Australia. We pay our respect to First Nations Elders past and present.
Any advice here does not take into account your individual objectives, financial situation or needs. Terms, conditions, exclusions, limits and applicable sub-limits apply. Before making a decision about this insurance, please consider the relevant Product Disclosure Statement (PDS)/Policy Wording and Supplementary PDS (if applicable). Where applicable, the PDS/Policy Wording, Supplementary PDS and Target Market Determination (TMD) for this insurance are available on this website.
Travel Insurance is issued and managed by AWP Australia Pty Ltd ABN 52 097 227 177 AFS Licence No. 245631, trading as Allianz Global Assistance (AGA) as agent of the insurer Allianz Australia Insurance Limited ABN 15 000 122 850 AFS Licence No. 234708 (Allianz). Travel Insurance is underwritten by the insurer Allianz. Terms, conditions, exclusions, limits and applicable sub-limits apply.
We don’t provide advice based on any consideration of your objectives, financial situation or needs. Before making a decision, please consider the Product Disclosure Statement available on this website. If you purchase this insurance, AGA will receive a commission that is a percentage of the premium. Ask us for more details before we provide you with any services on this product.