Claims information

We need to know what has happened, when it happened and what you're claiming for. If you have any pictures of the damaged items or receipts of the goods that are lost you can upload them on MyAllianz or via email, however we can go ahead without these and process your claims.

To make a new claim or to discuss an existing one just call 01 613 3990 and one of our experienced claims advisors will be on hand from 9am-5pm Mon-Fri. If you're calling from abroad, call +353 1 613 3990.

You can call us irrespective of whom you bought your policy from (Allianz Direct, your bank or broker).

You can also log a claim through MyAllianz (Allianz Direct Customers only) or email propertydamage@allianz.ie

If you have suffered a break-in please call us as we may arrange for an inspection.

To assist you we need the following information:

• How entry was gained.
• The extent of damage to the buildings.
• Details of the items taken.
• The Garda/Police station you reported the break-in to.
• The Garda/Police reference number.

If your laptop/computer or television has suffered damage, we may arrange to have the item collected by a courier then inspected by a specialist.

• To assist you we will need the following information.
• When and where the damage occurred.
• The extent of the damage.
• The make and model number of the item.

Please do not dispose of the item. If we cannot inspect the item we may not be able to deal with your claim.

If your property has suffered damage due to an escape of oil it is important to take steps to prevent the oil from spreading.

If the leak is from the pipe connecting the tank and boiler you can stop the flow of oil by turning the valve which is generally located at the front of the tank.

Please call us as soon as possible. We may arrange for a remediation survey to be carried out.

In the meantime, to prevent further damage, you can repair the leak or replace the tank.

Please note your policy does not cover this cost.

If the leak is from the tank you may need to replace it.

Please keep the damaged tank or pipe for inspection.

If your property has suffered damage due to an escape of water, turn off the water at the mains as soon as possible.

Please note (with the exception of damage due to freezing) your policy will not cover the cost of any plumbing repair.

Your policy provides cover to Trace & Access the leak. This allows you to remove and replace any part of the Premises necessary to repair the leak. The maximum amount we will allow is specific to your policy.

Ask your plumber to provide you with a written report confirming the source of the leak and the cost of Trace & Access.

You must not proceed with full repairs without our approval. We may, at our option, nominate a contractor to carry out the repairs.

If your property has suffered damage due to a fire please call us as we may arrange for an inspection.

To assist you we need the following information:

• Where the fire started.
• How the fire started.
• Who discovered the fire.
• The extent of the damage to the building and contents.
• If the fire brigade attended.

You can clean up as best you can.

Please do not dispose of any damaged items.

You must not proceed with full repairs without our approval. We may, at our option, nominate a contractor to carry out the repairs.

If you have suffered damage to a window or door you can use our nationwide glass replacement service called Glasscare.

Our glaziers will replace your damaged door or window and Allianz will pay the glazier directly.

You are responsible for payment of the policy excess to the repairer.

Please call us to organise a glazier who will contact you within 24 hours to carry out the repair.

In an emergency (outside of office hours) Glasscare can be contacted on 1890 253 056.

To be covered for loss of an item you must have All Risks cover on your policy. Please check your policy schedule for this information.

To assist you we need the following information:

• When and where the loss occurred.
• The make and model number of the item. For jewellery we will need a photo or detailed description of the item.
• The Garda/Police station you reported the loss to.
• The Garda/Police reference (Pulse) number.

Do not purchase a replacement item. We can arrange to replace lost items. For jewellery claims a voucher/store credit will be issued to you.

If your property has suffered storm or flood damage there are a few steps you can take before you contact us.

You must not proceed with full repairs without our approval. We may, at our option, nominate a contractor to carry out the repairs.

Storm Damage:

You can contact a contractor to inspect the roof and if necessary carry out emergency repairs only.

Flood Damage:

You can take steps to remove the flood water from your property. In the event of widespread flooding your local Council or fire brigade may be able to assist you.

• You can clean up as best you can. Please do not dispose of any items as we may arrange for an inspection.
• Photograph the damage to your property and contents.
• Avoid touching any contaminated items, unless wearing suitable gloves.
• Arrange for an electrician to check the electrics.
• Unblock any external wall vents. Also check the floor void for flood water. This will need to be cleaned and disinfected.
• Leave the heating on to help the property dry out. You can also hire dehumidifiers. When a dehumidifier is on, close your windows. A dehumidifier should be emptied on a regular basis.

This is usually one of the first questions customers ask themselves when considering claiming off their home insurance. Don’t panic, you can always call us and discuss your situation with us before you make any decisions, we’re here to help.

If your property has suffered damage please call our claims registration line on 01 613 3990. Our claim registration lines are open Monday – Friday 9am-5pm.

If you are a Direct customer you can also log a claim through myallianz.ie or email propertydamage@allianz.ie.

When you first became an Allianz customer we send you an Allianz home policy booklet and schedule which shows what you are covered for so check your documents in MyAllianz (Direct customers only) now to see an overview. You can also view our Home Policy Booklet here.

If you are still unsure about your cover get in touch with us on 01 613 3990 and one of our claim handlers will review your cover.

Please note in certain circumstances, we may also need to appoint a Loss Adjuster to determine this.

We need to know about your claim as soon as possible; this helps us to help you immediately. We will consider any extenuating circumstances of failing to notify us immediately, however notifying us late could mean we may not be in a position to pay your claim.

When registering a claim you will be asked for an email and mobile number so you can receive updates at each main stage of the claims process.

For your claim to be covered under your policy an insured Peril has to occur.

Your policy schedule shows you what insured Perils you are covered for. You can locate your policy schedule in your new business or renewal pack which Allianz will have sent to you.

See the following examples on a standard Buildings & Contents policy:

• Scenario 1: A storm occurs and damages your roof causing water to leak in. This is covered because “Storm or Flood” is an insured Peril on your policy.
• Scenario 2: Water leaks in through your roof as a result of wear & tear. Wear & Tear is not an insured Peril on your policy, therefore there is no cover.

This depends on the type of policy you have, if a No Claims Bonus applies to your Policy then it will be affected if you make a claim. When you register a claim with Allianz, the Claim Handler will give an indication of the impact a claim may have on your No Claims Bonus (if applicable to your policy).

You can notify us of a claim for records only or cancel a claim further down the line without affecting your No-Claims Discount as long as Allianz have made no settlement payments. It’s important to know if the claim is open at renewal it will affect your NCD but if it is withdrawn at a later date any additional premium will be refunded.

No, generally there are no claim forms used for Property claims, but there may be instances where we do require one.

However, for most claims we take all the relevant details over the phone and we may appoint a Loss Adjuster (if required) to inspect the damage.

An excess is the first amount of any loss that you are responsible for paying in the event of making a claim. This amount is deducted from the total claim settlement amount.

Our standard excesses are outlined below;

• Standard household excess €250
• Burst pipe standard excess €500
• Subsidence standard excess €650
• All risks excess €0

Please note this may vary depending on the type of loss or type of policy. If you are unsure of your excess please refer to your policy schedule included in your new business or renewal pack.

The complexity of the claim will determine how long it takes and how it is managed. Once the claims handler has received the required documentation e.g. photographs of damaged or lost property, receipts, quotes and damage reports, it can be very quick.

It’s important that you send any required documentation promptly, to avoid any delays in assessing and settling the claim.

In some cases we may have to appoint a Loss Adjuster to meet with you and discuss your claim on our behalf, there is no charge to you for this service.

A Loss Adjuster is a property claims expert appointed by Allianz to investigate and handle your property claim on Allianz behalf. The Loss Adjuster is there to help you so please do not hesitate to contact them with your queries. A contact number will be provided to you at claim notification for the Loss Adjusting Firm that Allianz have appointed.

If Allianz have appointed you a Loss Adjuster they should be in contact with you within 1 working day to arrange an appointment. Please note this may take longer during busy periods such as severe weather warnings.

If Allianz have appointed a Loss Adjuster they should carry out the inspection within 3 working days. Please note this may take longer during busy periods such as severe weather warnings.

The Loss Adjuster handles everything on Allianz’s behalf; therefore any queries should be directed to the Loss Adjuster. A contact number will be provided to you at claim notification and you should receive a text with their contact details.

No, we recommend you wait for the Loss Adjuster to inspect the damage before any repairs are carried out, otherwise we may not be in a position to pay your claim. The only exception is if emergency repairs are required to make it safe for you and your family and to prevent further damage e. g. a leaking pipe should be repaired or replaced straight away to prevent further damage; however we recommend photos of the damage to be taken and old damaged pipe to be retained for inspection.

I was advised I could hire a Public Loss Assessor at my own expense. What is a Public Loss Assessor?

A Public Loss Assessor (PLA)is a property expert that you can hire to handle the claim on your behalf. Customers hire Loss Assessors for different reasons, some because they are too busy to deal directly with our Loss Adjusters or the claim is complex. You should ensure that they are registered with the Central Bank of Ireland. You can check this at: www.centralbank.ie

Please note the cost of the PLA is not covered under your policy.

Please note we may still appoint our own Loss Adjuster.

You do not have to hire a Loss Assessor, but people hire a Loss Assessor for different reasons, some because they are too busy to deal directly with us or our Loss Adjuster, or the claim is very complex. The cost of a Public Loss Assessor is not covered under your policy.

The Loss Adjuster has stated that he will send his final report to Allianz so that Allianz can issue the cheque. How soon will I have the cheque?

It will usually take 5- 10 working days for you/your intermediary to receive payment of your claim.

If you have a direct policy with Allianz you will receive the cheque/payment. If you have your policy through a broker the payment may be issued directly to them for you.

Why is my bank/mortgage account holder listed as a payee on my settlement cheque?

If you have advised us at any stage that a Bank or Building Society has a financial interest in your property, then Allianz will also name them on the claims cheques exceeding a certain value. The Bank or Building Society will be able to lodge the cheque for you.

If you would like to remove your bank/mortgage provider as a payee from the cheque we will need the Bank/Mortgage Provider to forward a letter on headed paper, stating that it is ok to issue the cheque without their interest noted. We also need them to note the Claim number, cheque number and the amount of the cheque and then we can issue the cheque solely in your name.

Please do not dispose of damaged contents as we may need to inspect the damage at your home. If possible, take photographs of the relevant items and keep receipts, brochures and manuals where possible.

If your policy covers the insured Peril*, an interim payment can be recommended by the Loss Adjuster to pay for immediate expenses. This includes costs for alternative accommodation and purchase of essential items that have been damaged such as medicines, clothing and food.

*Your policy schedule shows you what insured Perils you are covered for.

How can I make a formal complaint if I am not happy about the way my claim was handled?

We aim to deliver the very highest standards of customer care. If you have a complaint, please contact:

Head of Customer Focus
Allianz p.l.c.
Allianz House
Elmpark, Merrion Road
Dublin 4

Tel: +353 1 613 3000
Email: info@allianz.ie

Please have your policy, quote or claim number available when you call.

Ombudsman Scheme: If your complaint is not resolved to your satisfaction and you remain dissatisfied with our final response to your complaint you can refer your complaint to:

(1) The Financial Services & Pensions Ombudsman

Lincoln House
Lincoln Place
Dublin 2
D02 VH29

Tel: +353 1 567 7000

Email: info@fspo.ie
Website: www.fspo.ie

and/or

(2) Insurance Information Services – Insurance Ireland,

Insurance House
39 Molesworth Street
Dublin 2

Tel: +353 1 6761820
Fax: +353 1 6761943

Email: info@insuranceireland.eu
Website: www.insuranceireland.eu