CORONAVIRUS

Please be aware that our call centres are very busy at the moment. We’re asking customers who were not due to be travelling in the next two weeks to contact us nearer to the time, so that we can speak to people who were due to travel soon as our priority.

Coronavirus (COVID-19) is affecting people's health, travel and businesses. To find out more about what impact this has on Allianz Assistance travel insurance policies, please visit our dedicated Coronavirus page.

We’re dedicated to supporting our customers and will continue to monitor the situation and will provide updates on the Coronavirus page.

IMPORTANT: We want to keep you as informed as we can during this time of uncertainty. We’d 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. Travel taken against government advice or restrictions is also excluded from cover. Before buying a travel insurance policy, please make sure you have read the terms of cover carefully and that there are no restrictions in place for your dates and destination of travel.

CORONAVIRUS - FREQUENTLY ASKED QUESTIONS

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:

Write to:
Customer Service
Allianz Assistance
102 George Street
Croydon
CR9 6HD

020 8603 9853

customersupport@allianz-assistance.co.uk

AWP Assistance UK Ltd - Number of Complaints Opened

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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

AWP P&C SA - Number of Complaints Opened

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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	319	266	27%	54%	17%	Information, sums/charges or product performance