allianz-assistance.co.uk

I didnt want to give any stars

I didnt want to give any stars - this has got to be one of the worst customer service i have ever dealt with. I chose Emergency home cover insurance for my 91 year old mother so added this to her policy. What a big mistake! I have spent hours on the phone trying to get a resolution to a claim. Getting an answer to the call is the first obstacle then when you eventually get through they cant help you and have to transfer your call, then it is transferred again and again. By which time you have lost the will to hold on. 'Middle office' what is that? Is it just some black hole in an office block? The catalog of events trying to get a claim sorted has been unbelievable - A leaking roof - the assessors came out to assess the damage on a Friday evening at 5.45pm it was dark - they had a torch which they shone from ground to assess the damage to the roof! That wasnt the best bit....my mother then had a phone call to say the damage would cost 3k her policy covered her for 1k and she would have to pay the additional 2k I was furious that they should phone a 91 year old (i was the contact on the policy) During this I got an independent builder to come round - he actually went on the roof - found two damaged tiles (not what the assessors had in their report) he quoted £1300 - we went ahead with the repair. Since then i have not been able to get through to anyone in customer service - i have emailed 3 times, left numerous phone messages for call backs - nothing. I would strongly advise anyone looked for home emergency cover not to use this 'company'

Date of experience: Nov 14, 2025