How we deal with complaints

We always aim to provide you with first-class service, however, we know things can sometimes go wrong and there may be times when you feel we have not done so. If this is the case, please tell us, so that we can do our best to sort out the problem. 

Please write to:

The Customer Support Manager 
Allianz Partners 
102 George Street 
Croydon 
CR9 6HD

Or email customersupport@allianz-assistance.co.uk 

To help us deal with your complaint as quickly and efficiently as possible, please tell us your name, address, phone number, and any claim or reference number. If available, please also enclose copies of any relevant correspondence.

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

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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

0.30 per 1,000 policies live

810

566

10%

35%

43%

General admin / customer service

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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

0.22 per 1,000 policies live

594

298

8%

30%

13%

Information, sums/charges or product performance

Last updated on: 20/02/2020