Here to help

What we do to help our vulnerable customers

When you contact us, we will strive to make your journey as smooth as possible, being considerate of what your needs may be to help you.

  • We will do our best to provide suitable accommodations to support your needs. We will make sure to continually reassess to confirm that you are happy with the support that you are receiving.
  • We encourage our customers to let us know if there’s anything we can do to support them to communicate with us, to understand our products and/or services and keep in place appropriate insurance protection.
  • We have well-established processes to help support our customers with additional needs.
  • We provide additional support throughout the insurance lifecycle to those who need it.
  • We strive to recognise all the different needs of our customers, including those experiencing financial difficulties.
  • We are empowered with the right tools to handle a large variety of vulnerable circumstances.
  • We continuously seek to improve the service we provide to our customers whatever circumstances they are experiencing.
  • We offer the option to request a nominated person to interact with us on your behalf.

Audio and Visual support

  • If you are blind, have a visual impairment or are partially sighted, we can provide an Allianz document in Braille, large font or audio versions.
  • If you would like your documents in Braille, large font or audio please get in touch.
  • If you need to use your own text size settings, you can change them easily. However, you may find this can cause adverse effects in the browser and certain content may not be displayed.

How to increase the size of text in your desktop browser:

  • Use the keyboard shortcut Ctrl and + to increase font size, and Ctrl and - to decrease font size. (For Safari, replace Ctrl with the Apple key.) Alternatively, you can use browser tools:
  • Internet Explorer: View > Text size
  • Google Chrome: Customise (symbolised by a vertical line of three dots) > Zoom
  • Safari: View > Make Text Bigger
  • Firefox: View > Text Size > Increase Font
  • Opera: View > Preferences > Fonts > Minimum Font Size

We have tried to ensure maximum contrast between foreground and background coloured items to assist reading text content on our site.

To help you talk with us, we can take calls through Relay UK.

 

External Support Links:

Relay UK - homepage | Relay UK

Charitable Resources:

Action on Hearing Loss 

0808 808 0123 

actiononhearingloss.org.uk 

 

 

British Deaf Association

Home - British Deaf Association

Sightline Vision 0800 587 2252  sightline.org.uk

Royal National Institute of Blind People

RNIB | Homepage of the Royal National Institute of Blind People 0303 123 9999

Disability support

If you require disability support, there are several resources we can direct you to that can offer support. For example:

  • Government benefits and financial support if you are disabled or have a health condition.
  • When you are making a claim with Allianz, please let us know of any support needed. 

External Support Links:

Carers UK 0207 378 4999 carersuk.org

Age UK 0800 678 1602 ageuk.org.uk

Office of the Public Guardian 0300 456 0300 gov.uk/power-of-attorney

Learning Difficulties

British Dyslexia Association 0333 405 4555 bdadyslexia.org.uk

Mencap (learning disability) 0808 808 1111 mencap.org.uk

Mental Health

Mental health is important, and we know that if you are going through a difficult time then it can be hard to get things done.

Seeking help is not always easy, especially if you are not feeling well. Remember you are not alone.

If you have not already, please consider speaking to a GP about your concerns. There are also a number of dedicated online resources and charities that can help, a few of which are listed below.

Bereavement, Loss, and Severe Health

We are sorry to hear about this, and we are here to make contacting us as easy as possible.

We would like to support you as best we can during this difficult time. When you contact us, please let us know of any adjustments or amendments we can make.

External Support Links:

Cruse Bereavement Care 0808 808 1677  cruse.org.uk 

Long Term Health Illness

NHS 111 111.nhs.uk

Maggie’s (cancer support) 0300 123 1801 maggies.org

Macmillan 0800 808 0000 macmillan.org.uk

Trusted Alternative Contact

If you are finding it difficult to talk to us, we can speak with someone else on your behalf if you would prefer.  We call this a trusted alternative contact.

What is a trusted alternative contact?

An alternative contact is someone that you as the policyholder can nominate to act on your behalf. This contact is authorised to talk to us on your behalf if, for any reason, you are unable to. They can discuss your policy, and any claims and can make changes on your behalf - the only thing they can not do is cancel the policy or endorsement, as we will still need to speak to the policyholder about that or provide evidence of Power of Attorney.

Power of Attorney

This is a legal document that lets you appoint one or more people to make decisions on your behalf.

To record a Power of Attorney with us, you will need to send:

  • A copy of the Power of Attorney document.
  • A name and contact number of the Attorney.

We will then contact you further to discuss the next steps.

External Support Links:

Carers UK 0207 378 4999 carersuk.org

Age UK 0800 678 1602 ageuk.org.uk

Office of the Public Guardian 0300 456 0300 gov.uk/power-of-attorney

Financial Worries

If you are worried about money, you are not alone. Many of us are having to deal with financial worries and uncertainty due to unexpected changes.

Whether your problems stem from loss of work, escalating debt, unexpected expenses or a combination of factors.

When you contact us, please let us know of any assistance you may need.

There are also several online resources that can help you with your finances:

Find out more at gov.uk 

Money Advice Trust - moneyadvicetrust.org

Money Helper - www.moneyhelper.org.uk/en

National Debt Helpline - nationaldebtline.org

Contact Us

Knowing about any challenges our customers are facing in advance can help us make sure you are getting the right help when you need it.

Whether you are taking out a new policy, making a mid-term adjustment or renewing your policy, we highly recommend that you update your circumstances to reflect any changes so that we have the most up to date information.

If you would like to make us aware of your circumstances or accommodations, we can make to best support youyou can do this in your online account or via the Contact Us page. 

Help and contact - Personal | Allianz Insurance