Coronavirus (COVID-19)

We’re working really hard to keep you in the loop as much as possible in the fast-changing circumstances. 

We want to help you wherever we can during these challenging times. If you’re struggling financially as a result of Coronavirus and are worried about the payments for your policy, or if you have a policy that you don’t think you’ll need now, such as an annual travel policy, please get in touch. We’ll discuss your options with you and work out how we can provide support.

Our call centres are very busy at the moment and we are trying to answer your questions as quickly as we can. If your query is non-urgent and you are not due to travel in the next two weeks, please don’t contact us yet, so we can prioritise people in need of urgent help or who are due to travel sooner.

In the meantime, we are regularly monitoring the situation and updating our Coronavirus single trip/backpacker and annual multi-trip FAQ pages. To find out more about the impact the outbreak is having on our travel insurance policies, please check the relevant FAQ before calling or emailing us.

We’d also like to highlight that travel insurance only protects against unforeseen circumstances getting in the way of your travel plans, so any policy you buy now will have very limited insurance coverage. While the Foreign and Commonwealth Office have advised against all but essential travel indefinitely, you will not be covered under our travel insurance policies if you decide to go ahead with your trip. 

Making a complaint

We aim to provide a first-class policy and service. If you feel that we have not done so, please tell us so that we can do our best to solve the problem. Making a complaint does not affect your right to take legal action against us.

In the first instance, please:

020 8603 9853
customersupport@allianz-assistance.co.uk

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Product/service grouping

Intermediation (within the reporting period)

Number of complaints opened

Number of complaints closed

%closed within 3 days

% closed after 3 days but within 8 weeks

% upheld

Main cause of complaints opened

Insurance

0.61 per 1,000 policies live

729

484

18%

65%

76%

General admin/customer service

Swipe to view more

Product/service grouping

Intermediation (within the reporting period)

Number of complaints opened

Number of complaints closed

%closed within 3 days

% closed after 3 days but within 8 weeks

% upheld

Main cause of complaints opened

Insurance

0.61 per 1,000 policies live

319

266

27%

54%

17%

Information, sums/charges or product performance

This report only details reportable complaints from customers in line with our regulator, The Financial Conduct Authority and the industry. 

Our report includes the results for:

AWP P&C SA 
AWP Assistance UK Ltd 

Firm Name:

 

Group:  
Other firms included in this report:  
Period covered in this report:  
 

AWP P&C SA 

AWP Assistance UK Ltd

  Allianz
  None
  1st July to 31st December 2019