At Allianz we want to do our best to support our customers especially during difficult times. We know that being in a vulnerable circumstance can make the insurance journey that little bit more difficult.
Additional Customer Supports
Our ambition is to make our products and services as clear and fair as possible so customers with a vulnerability 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 ongoing reasonable assistance, as may be necessary.
We can also do the following
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.
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.
Bereavement
In the unfortunate circumstance that a policyholder has passed away, we are here to support you at this difficult time. Please click here for guidance on the options available to you including an outline of the documentation required.
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.
Trusted Contact Person
A Trusted Contact Person is someone you can choose and give permission to us to contact if certain situations arise. This person (aged eighteen years or over) is someone you trust to help us address concerns or verify important information, if needed.
We may contact your Trusted Contact Person if we have concerns that there may be financial abuse or exploitation happening to you, if we need to confirm or update your details like your contact details or health status or if we have trouble reaching your directly.
We may contact your Trusted Contact Person in circumstances where we:
1. have a concern about possible financial abuse; or,
2. we need to confirm the specifics of your;
a. current contact information,
b. health status, or
c. appointed legal guardian, executor or trustee, or
3. we experience difficulties in communicating with you.
A Trusted Contact Person has no authority to deal with your financial affairs or transact on your policy and they are not a legal representative
You cannot nominate a Trusted Contact Person if you have an existing Decision Making Representative or power of attorney in place.
For more information or to set up a Trusted Contact Person, please contact us at: 01 448 48 48 (lines open Monday to Friday 8am - 6pm and Saturday 9am - 1pm)