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Customer Care

Resolving complaints – quickly and with minimum fuss

We work hard to do the right thing – that’s the kind of business we want to be. If you have a complaint about our products or staff, surveyor, assessor, investigator or the services we provide please contact your intermediary who will liaise with us on your behalf, or write to us at:

[email protected]

We promise to handle your complaint honestly, fairly and as quickly as possible.

Complaint process

We will acknowledge your complaint within one business day and advise the contact details for the person looking after your complaint within 5 business days. We will respond to your complaint within 10 business days (or less to advise you that we need further information from you or another party such as a loss adjuster). If we cannot respond to you within 10 business days because we don’t have the information we need we will discuss reasonable alternative timeframes with you. We will keep you advised of the progress we are making with our response to your complaint.

If you are not happy with our response

We will try our best to reach an amicable resolution. But, if you are not happy with our response or the way we have handled your complaint or we are not able to resolve your complaint to your satisfaction within 30 calendar days from when we first became involved, you may be able to refer the matter to an independent body for review.

External Dispute Resolution (EDR)

AM&T act as agents for Allianz Australia Insurance Limited who are a member of the Australian Financial Complaints Authority (AFCA) scheme which is a free independent EDR scheme. We will also advise you of the timeframe in which you must register your dispute with AFCA.

Approved by the Australian Securities and Investment Commission (ASIC) AFCA reviews disputes that fall within its guidelines. Determinations reached by AFCA are binding on Allianz and AM&T. You can contact AFCA at:

Email[email protected]
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority
GPO Box 3
VIC 3001

If your complaint does not fall within the AFCA rules we will tell you about any alternate EDR options that may be available to you.

Use of your information

We only ask for and take into account information that is relevant to reaching a decision on your complaint.

You can ask to see information about you that we have relied on to assess your complaint and ask us to correct any mistakes or inaccuracies in that information.

In special circumstances or where a claim is being (or has been) investigated we may decline to release this information e.g. if prohibited by legislation or law or the release would prejudice us in relation to your complaint. If we do this we will give you reasons and provide them in writing on request.

Our Privacy Policy also applies to the way we handle your personal information and is available from or by contacting Allianz on 132