allianz-assistance.co.uk

Truly appalling customer service

Our new motorhome broke down in France, so we contacted Allianz Assistance for recovery, then our problems really began!Firstly UK mobiles are unable to contact Allianz while in France, we tried EE and Vodafone, neither worked. Fortunately our vehicle dealer was able to contact them on our behalf.Eventually logging our breakdown with Allianz, their representative even confirmed our location - Despite 2 hours passing, no recovery arrived. Upon contacting Allianz they said nobody was coming to recover our vehicle and we should contact the French Motorway network on 112 - Why didn't Allianz inform us of this at the time the call was logged. Making matters worse we had our two young children with us. Leaving a family stranded on the motorway network in this manner is completely unacceptable. We disputed their response immediately and have been trying to illicit a reply every since, despite sending 7 emails and an equivalent number of phone calls to their customer services team on 020 8603 9853. Allianz\Fiat were incapable of booking our broken down vehicle into a local Fiat Professional dealership, we were left stranded for a week - Myself and my wife being forced to contact Allianz multiple times a day to find out what was going on! Allianz failed to contact us despite assurances they would, leading to further stress and anxiety. Inability to recover our vehicle into Secure Storage as the local French dealer network didn't have capacity to repair the vehicle. When secure storage recovery was organised the recovery company failed to arrive despite confirming (multiple times) with Allianz that they were en-route. Believing vehicle recovery into storage was in hand, we arranged our own travel home due to the continued incompetence at Allianz. As the recovery company failed to arrive Allianz suggested we leave the vehicle's keys with the campsite owner so we would be able to make our on-ward travel home - With the high value of our vehicle this was never an option! The recovery company insisted we travel with the vehicle to 'secure Storage' this was never explained by Allianz - The storage facility was further away, therefore the ability to travel on-ward and home was further restricted. The recovery company left our Motorhome on the pavement outside of their garage, this wasn't the 'secure storage' which had been arranged. Many phone calls were made to Allianz, with one exception, none were returned despite promises to do so. After a few hours our vehicle was placed into 'secure storage'. By this time we had missed our train to the airport and were stranded in a small French village, with no on-ward travel, accommodation and two young children who's safety was paramount! Upon arrival home we continually chased Allianz for updates on our Motorhome, we also needed to chase Allianz to recover our costs - Some of which they later refused to pay despite verbal assurances that certain costs would be covered - These were later recovered as part of my formal complaint. Once we we're informed our vehicle had been repaired we were asked to provide our availability and nearest airports so we could arrange collection - This information was provided on the same day, along with flight numbers etc. Then nothing, again we were forced to chase this with Allianz on more than one occasion to organise travel and vehicle recovery. All of the above was submitted to Allianz as a formal complaint on 16th August 2024 and remains unresolved despite attempts from myself and my wife to illicit a response.I would not recommend Allianz Assistance as they are completely incompetent in every respect. Should you have the misfortune to have Allianz Assistance then ‘Good luck’!

Date of experience: Jul 26, 2024