How we deal with complaints

How we deal with complaints

We always aim to provide you with first-class service, however, we know things can sometimes go wrong and there may be times when you feel we have not done so. If this is the case, please tell us, so that we can do our best to sort out the problem.

Please write to:

The Customer Support Manager
Allianz Global Assistance
102 George Street
Croydon
CR9 6HD

Or email [email protected]

To help us deal with your complaint as quickly and efficiently as possible, please tell us your name, address, phone number, and any claim or reference number. If available, please also enclose copies of any relevant correspondence.

Complaints Publication Report

This report only details reportable complaints from customers in line with our regulator, The Financial Conduct Authority and the industry. Those are complaints that the firm cannot resolve to the customers satisfaction within 2 working days.

Our report includes the results for:

AGA International SA
Mondial Assistance (UK) Ltd Trading as Allianz Global Assistance

Firm Name:

AGA International SA


Mondial Assistance (UK) Ltd trading as Allianz Global Assistance

Group: Allianz
Other firms included in this report: None
Period covered in this report: 1 January 2013 to 30 June 2013

1 A
B C D E


No. of complaints opened Number of complaints closed Complaints closed within 8 weeks (%) Closed complaints upheld by firm
2 Banking




3 Home Finance




4 General Insurance & Pure Protection AGA International SA 453 428 79.9% 108 (25.23%)

Mondial Assistance (UK) Ltd T/A Allianz Global Assistance

53 50 82% 12 (24%)
5 Decumulation, life & pensions




6 Investments




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