Making a complaint

How to make a complaint:

You can phone us, email us or write to us with your complaint.

Please be sure to provide us with:

• A policy number and / or claim number.
• An outline of your complaint.
• Your contact details (phone number, e-mail address, home address)

Address:

Allianz Assistance

11b Joyce Way

Park West Business Campus

Nangor Road, Dublin 12 D12 C4V6

Email: insurance@allianz-assistance.ie

Phone: 01 602 7000

Our phone lines are open 24 hours a day.

What happens next:

The staff member who receives your complaint will pass the complaint details to our Complaints Manager who will deal with it in a considered, fair and consistent manner, with the aim of resolving it at the earliest possible point.

All complaints will be acknowledged within 5 business days of being received (unless previously resolved to your satisfaction)

This acknowledgement will include the name, contact details and title of the person handling your complaint.

Unresolved by day 20:

The person responsible for handling your complaint will provide you with regular written updates on the progress of the investigation of your complaint, at intervals not greater then 20 business days.

Unresolved by day 40:

Where 40 business days have elapsed and your complaint is not resolved, we will inform you of the anticipated timeframe within which we hope to resolve your complaint

We will inform you of your right to refer the matter to the Financial Services Ombudsman and contact details of same will be provided.

Completion of Complaint:

We will advise you in writing, within 5 business days of the completion of the investigation of your complaint, of the outcome of the investigation and, where, applicable, explain the terms of any offer or settlement being made

If your complaint is not resolved to your satisfaction and you remain dissatisfied with our resolution, you can refer your complaint to:

The Financial Services & Pensions Ombudsman

Lincoln House,

Lincoln Place,

Dublin 2,

D02 VH29

 Tel: 01 567 7000

 Email - info@fspo.ie

 Website – www.fspo.ie