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COVID-19

Latest updates from Allianz Ireland

FAQs


At Allianz we have been working hard to ensure that our customer service lines and claims payments can be managed safely by our dedicated team of over 600 people during the Covid-19 crisis. As a result our customer service and claims lines are here to help Monday to Friday 8am-6pm and our customer lines on Saturdays between 9am-1pm.

 Our Breakdown and Emergency home assistance services continue to operate 24 hours a day, 7 days a week. So you’re never stuck.  

In addition to this, since the beginning of the crisis we have been putting measures in place to help our personal and business customers as well as the community and those on the frontline. So we have the courage to get through this together. 

We will publish regular updates on our Facebook and Twitter channels as well as on this page to help keep our customers fully informed and address any general queries.

31st July

We extended our ‘Days grace’ period during the crisis from 14 days to 28 days to allow our customers to get in touch with us. As we have resumed our normal working hours along with our broker network we are reverting back to 14 days.

20th July

As travel restrictions have been lifted, holiday home and unoccupied home owners are required to check their property every 30 days as per our standard policy terms and conditions.

30th June 2020

We have made the decision to remove the following measure put in place at the beginning of the COVID-19 crisis. As our country begins to adapt to the new normal we feel it is no longer as beneficial to our customers as it was initially. You can see a full list of the measures still in place here.

For frontline workers using their own car for work purposes, they’re also fully covered per their policy terms when borrowing another car in an emergency or to get to work and breakdown assistance will automatically be extended when they need it during the crisis.

12th June 2020

The NCT and CVRT Centres along with the National Driver Licence Services have started their phased reopening from Monday 8 June. We understand it may take some time for them to work through their backlog and customers may have to wait longer than usual for appointments. We would like to reassure our customers that cover will continue to be provided during this time.

5th June 2020

We are delighted to let you know that our approved repairer network is back open. If you have been involved in an accident and need assistance please contact us on 01 613 3990.

26th May 2020

We are extending the following measures in line with the Government’s plan to ease restrictions to help you further during these unprecedented times.

  1. Owner Occupied Home/Family Homes: The period of time after which we may exclude certain covers under your home insurance, due to the property being unoccupied, has been extended to 35 days after the beginning of phase 4 of the government’s plan to ease restrictions (currently 20th July). This means that if you have been unable to check on your home, full cover will continue to apply for up to 35 days after this date, at which point cover will be reduced as per our standard policy terms and conditions if the property remains unoccupied. 
  2. Similarly, if you have a Holiday home the requirement for the property to be checked has been further extended to be 30 days after the beginning of phase 4 of the government’s plan to ease restrictions (currently 20th July) and then at least every 30 days thereafter. For a buy-to-let property that is unoccupied, the same extension applies. 
  3. On request we will extend the reduction in cover to social, domestic and pleasure use for taxi drivers and chauffeurs to 30th June 2020 or 31st July 2020 whichever date is most suited to the customer. If the customer returns to work in the meantime they must let us know. Where a refund for reduced cover has already been issued an additional premium will apply. 

29th April 2020

Allianz Ireland to Refund €9 million to our Private car, Van and Taxi Customers

Following the announcement from Insurance Ireland, Allianz Ireland will refund our private car, van and taxi customers €30. Overall, this will see us return approximately €9 million to our customers in the Republic of Ireland.

This is in recognition of falling traffic levels as a result of restrictions put in place to mitigate the potential impact of COVID-19, which has reduced the number of vehicle journeys and the level of motor claims. 

Customers do not need to do anything to receive this refund but we do ask for patience as we roll this out over the coming months.

We want this measure to help customers who are facing very challenging times as we pass on this saving as a result of the reduction in claims we are receiving.

It’s important to note, this will not affect your policy terms and conditions in anyway.

FAQ's about this Refund

1st April 2020

Eight Additional Measures to Help Our Customers During COVID-19

Today Allianz Ireland has introduced eight further initiatives to help both our personal and business customers cope during these unprecedented times.

We have also been working hard to ensure that our customer service lines, customer claims lines, 24/7 emergency assistance and claims payments can be managed safely by our dedicated team of over 600 people here in Ireland and in line with the cover provided in our policies.

In addition to the 14 measures introduced last week, Allianz are now introducing the following initiatives with immediate effect to assist you;

What we are doing for Business Customers 

We know that business customers are experiencing financial challenges. We will help these customers by:

  1. Extending cover for Cafés and Restaurants: In response to the Government’s announcement that all restaurants and cafés must close unless they can offer a takeaway option, we are extending our cover to facilitate this. For the duration of the COVID-19 closure period all restaurant and café policies will now include cover for takeaway services automatically. This cover is provided on the basis that all reasonable precautions are taken and that the HSE Guidelines regarding COVID-19 are adhered to. 
  2. Extending cover for Supermarkets and Newsagents: We are extending cover on Supermarkets and Newsagents to include delivery for the duration of the COVID 19 crisis period. This is to facilitate the delivery of groceries or other necessary products to customers who may not be able to make it to the store. This cover is provided on the basis that all reasonable precautions are taken and that the HSE Guidelines regarding COVID-19 are adhered to.
  3. CRVT testing: We understand that customers are unable to undertake CRVT tests due to the Government restrictions at this time; and so we would like to reassure our customers that commercial insurance cover will continue to be provided and maintained during this time.

What we are doing for Personal Customers 

We are extending features of our car, home and pet insurance products as follows:

4     Owner Occupied Home / Family Homes: The period of time after which we may exclude certain covers under your home insurance,  due to the property being unoccupied, has been extended from 35 days to 60 days.  This means that if you are unable to check on your home, full cover will apply for up to 60 days, at which point cover will be reduced as per our standard policy terms and conditions if the property remains unoccupied. This takes effect from 27th March onwards.

5      Holiday Homes / Buy-to-Let: Similarly, if you have a Holiday Home the requirement for the property to be checked once every 30 days will be extended to up to 60 days during this time. For a Buy-to-Let property that is unoccupied, the same extension from 35 days up to 60 days applies.

6       NCT tests: We understand that customers are unable to undertake NCT tests due to the Government restrictions at this time; and so we would like to reassure our existing and new customers that car insurance cover will continue to be provided and maintained during this time.

7     Reassurance for pet owners: To provide reassurance to pet owners that may require hospitalisation due to the COVID-19 virus, we have implemented a temporary measure where they can now claim for boarding fees for their dog or cat from the first day of their hospitalisation recognising that with the restrictions of self-isolation they may not be able to seek the usual support of friends or family, previously, they would have had to wait until day 4 to present a claim.

8      No cancellation fees: This will apply to any direct customer during the COVID-19 Government restrictions; where their circumstances require them to cancel their Insurance policy. For our retail broker customers, we are working with our third party software providers to implement this measure also as soon as possible.

We continue to thank all our customers, suppliers and broker partners for their support over the years and at this time. 

Please continue to visit this page for the latest announcements from Allianz Ireland.

24th March 2020

14 Ways We Will Help Our Customers During COVID-19

We recognise that these are uncertain times for our customers and we want to reassure you that our Contact Centre, Claims Lines & 24/7 Emergency Assistance services continue to be maintained by our dedicated team of over 600 people here in Ireland.

We’ve been working hard on additional changes to how we support all of our customers as fairly as we can in these uncertain times.  We will be doing more too, and will share these changes with you on an ongoing basis.

Today we want to share with you some of the changes and supports that Allianz Ireland is putting in place for customers so that we can play our part during this national, and international emergency.

What we are doing for Personal Customers: 

We are adding extra features to our car and home insurance products to reassure all personal customers of our commitment:

  1. Allianz policy covers remain fully active throughout this crisis - except where customers request and we agree to a reduction or suspension of cover;
  2. For those customers who are vulnerable and / or in financial distress as a consequence of the Covid-19 crisis, we will continue to do our best to support you fairly and flexibly;
  3. We’ve increased our ‘days grace’ period for customers at renewal from 14 to 28 days to allow customers further time to contact us or their broker;
  4. Allianz customers can add temporary additional drivers for up to 60 days (previously 30) at no additional charge;
  5. Our Home Emergency Assistance and Roadside Assistance services continue to be available 24/7;
  6. For our customers who have commenced working from home or remotely, enhanced and increased home office equipment cover is now provided under all of our household policies, see the FAQs below for more information;
  7. Direct Customers are reminded that they can quickly renew online, or manage their policies online via MyAllianz.ie; we are also enhancing engagement for our bank and broker customers; 

How we are supporting the community and those on the frontline

In addition, we are also supporting our customers who are directly involved in fighting COVID-19.  These extra measures include:

8       Car Cover for Volunteers: Car insurance use is extended beyond normal personal use for our customers helping within their community for voluntary purposes; e.g. to transport medicines or groceries to those in need, or to take those that may be ill or vulnerable to hospital or testing facilities;

9       For frontline workers using their own car for work purposes, they’re also fully covered per their policy terms when borrowing another car in an emergency or to get to work and breakdown assistance will automatically be extended when they need it during the crisis;

What we are doing for Business Customers

We know that businesses and customers are experiencing financial challenges in these unprecedented times. We will help these customers by:

10     Providing brokers with flexibility to help alleviate stress and worry for business customers arising from the Covid-19 crisis;

11     Alternative Use Cover: We continue to support the repurposing of facilities, to enable their use for testing and caring for those in need of medical attention;

12     Business Property Cover - closures: We will maintain existing cover on business premises throughout this crisis closure period.  Appropriate supervision and security of the property is required throughout;  

13     Commercial vehicle and taxi insurance use is extended whilst helping within the community for voluntary purposes e.g. to transport medicines or groceries to those that may be ill or vulnerable; 

14     We continue to evaluate additional supports for customers throughout this crisis period. 

We’ve been operating in Ireland for over 100 years and throughout that time our focus has always been on sustainable, equitable and actionable measures to support our customers, our employees and the wider economy.  In light of the fight against COVID-19 we are continuing this focus and ensuring that our Contact Centre, Claims Lines, 24/7 Emergency Assistance services and claims payments are maintained safely by our dedicated team of over 600 people here in Ireland and in line with the cover included in policies.

We’d like to thank all our customers, suppliers and broker partners for their support over the years and at this time. We will announce more supports in the coming days and will share these announcements on this page.

16th March 2020

Due to the on-going public health issue, we will be operating modified phone services for both New Sales & Existing Customers.  Until further notice, our Contact Centre will operate Monday to Friday 9am – 5pm (excl. Bank Holidays) & from 9am – 1pm on Saturdays.

Our Claims Line will continue to operate Monday to Friday 9am – 5pm (excl. Bank Holidays) as normal.

If you need to contact our emergency  assistance services, they remain unchanged and are available 24/7. We will publish regular updates on our Facebook and Twitter channels as well as on this page to help keep our customers fully informed and address any general queries.

We would like to also reassure you that if you are unable to get in touch with us in advance of your car, home, pet, taxi, commercial vehicle or pleasure craft renewal date, we will maintain cover for up to 28 days to give you additional time to contact us.

13th March 2020

In light of the recent Government announcement on COVID-19 and ongoing guidance from the Department of Health, Allianz Ireland is putting measures into place to protect its employees and to help minimise the spread of the virus.

Unfortunately, this may result in some delays in responding to enquiries and requests and we apologise for this. Our dedicated teams will do their very best to respond to calls and emails as quickly as possible.

We would like to remind our existing customers who are registered for MyAllianz that they can renew, pay, notify us of a claim, or make changes to their insurance policies by simply logging into their MyAllianz account.

Alternatively, if you are not registered for MyAllianz, you can get a quote or renew their policy online now here.

We would like to reassure you that if you are unable to get in touch with us in advance of your car, home, pet, taxi, commercial vehicle or pleasure craft renewal date, we will maintain cover for up to 28 days to give you additional time to contact us.

We will publish regular updates on our Facebook and Twitter channels as well as on this page to help keep our customers fully informed and address any general queries.

COVID-19 FAQs