April 2023
Vulnerability comes in many forms – it can be those suffering from physical disability, physical / mental health difficulties, cognitive disorders, lower financial capabilities, those at risk of financial abuse or as a result of a life event e.g. bereavement.
At Allianz, it is important for us to recognise vulnerable customers and do our best to support those in need. We know that insurance can be complicated at the best of times and being in a vulnerable circumstance can make the insurance journey even more difficult. That’s why we have policies and procedures in place to support our vulnerable customers.
Our ambition is to make our products and services as clear and fair as possible so vulnerable customers can:
- Retain their independence.
- Be able to experience the 'usual' insurance journey
- Be given clear information that is easy to understand.
- Have their individual needs met through reasonable adjustments.
We can also do the following to help:
Hearing or speech difficulties
If you have hearing or speech difficulties or problems understanding and need to get in touch with our call centre, you can ask our agents to speak slower ensuring you understand all elements of the call. If it’s easier you can also nominate a third party to take the call on your behalf.
Refugee
If you're a refugee you can nominate a third party to help get you a quote or to make a change to your policy.
Visual impairment assistance
If you have a visual impairment we can issue documentation in large font or Braille to make it easier for you. The text on our self-service portal MyAllianz can also be enlarged as well as the documentation that is in there. Here are some tips to help you do this depending on which browser you use:
- Google Chrome - in Chrome, select the 3 stacked horizontal lines in the top right corner of your screen. Half way down the menu list you can interact with the zoom function to change the size of the text.
- Internet Explorer - in Internet Explorer, select View in the top of your screen, then Text Size. An option will then appear to edit the size of the text.
- Firefox - in Firefox, click on the menu button on the right, then you will see an option to edit the size of the text.
- Safari - in Safari, press the Option-Command and Plus sign to increase the size of the text.
Other ways we can help
If it works better for you, you can request to do business with us in writing, we are happy to help where we can. If you wish to notify us of a potential vulnerability or require a specific adjustment made in order to assist you please contact us here or call 01 448 4848 so we can help in a way that works best for you.
At Allianz, we focus on providing supports and fair treatment for those customers impacted by a vulnerability. We are here to help you with your insurance needs and have various additional options available should you require additional support.
Allianz p.l.c. is regulated by the Central Bank of Ireland.
Information correct as of date of publishing. This blog will not be updated or edited so the information may become outdated.