allianz-assistance.co.uk

AVOID

I have never experienced such terrible customer service in over 35 years working in the financial services industry. We have travel insurance through my bank account therefore thought it would be fit for purpose, silly me. This year we had to claim for the first time ever. We had to pay up front and claim back! What if we didn’t have the money?! This was not an insignificant claim. We have just finally been refunded after 15 weeks, the last 6 of which I was completely & constantly trying ignored. As per other reviews on here the stalling tactics, repetitive asking for info they already have, poor processes, left hand not knowing what right hand is doing etc etc. The complaints procedure does not even have timescales published. You get offered the Ombudsman services all the time, but you can’t go to them with no decision. Pathetic. I feel very sorry for their poor phone centre staff, they are clearly trained to empathise but they have no control over the customer journey and there is no escalation process. I can only guess the turn over is high and the company should be embarrassed putting them in these situations. As others have said, avoid like the plague unless you want added stress at a time that you are already stressed. Allianz, if you have read all of this please don’t bother replying with the “we’ll contact you to discuss” line as you won’t and I’m not interested in anything apart from you dealing with my complaint, which is still outstanding. My payment was advised by a text! No apology. After all the nonsense. Sadly I can’t rate you as 0 stars.

Date of experience: May 14, 2024