The initial phone call to get our claim number was great. Lovely understanding staff. However when submitting the claim it became a nightmare. I submitted all evidence required but kept recieving emails saying more evidence was needed but no explanation of what they wanted. They ask you to email them back for more details but no response to your questions and you get the same email back. So I complained to customer service and started copying them into all emails where I just repeated a list of all the documents and resubmitted it all. It got sorted very quick after after that. It sent all evidence 5 times in the end! Also they tried to charge us excess from the newer rates for 2025. Our policy was bought in 2024 so I mentioned this. They then tried to charge us excess per person but I provided copies of our policy which said the excess was per policy not per person as it was a family policy. Customer service responded immediately and have given me a "good will gesture" which magically is the same amount they over charged us by. Read your policy, screenshot all evidence and copy in customer service and hopefully you won't be stuck dealing with it for months. We got it sorted in 4 weeks.
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Allianz Assistance UK is based in Croydon, Surrey and currently has over 600 UK-based employees.
We offer a range of products that have been developed to suit our customers’ needs. These include motor warranty, vehicle breakdown cover, car hire excess insurance, and our Feefo gold trusted service travel insurance. We are the UK’s market leader in vehicle manufacturer extended warranty schemes.See more