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: AWP P&C SA
                        AWP Assistance UK Ltd

 

Group: Allianz  
Other firms included in this report: None  
Period covered in this report: 1st January to 30th June 2024

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Product/service grouping

Provision
(at reporting period end date)

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

0.39
Per 1,000 policies in force

1.18
Per 1,000 policies in force

2,493

2,282

14%

76%

83%

Delays / timescales

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Product/service grouping

Provision
(at reporting period end date)

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

0.27
Per 1,000 policies in force

0.80
Per 1,000 policies in force

1,698

1,547

11%

79%

41%

Delays / timescales