Allianz Partners - AWP Services New Zealand Ltd

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Reviews

1. Simon ★★★★★

   We recently travelled overseas and purchased Allianz Travel Insurance. On our return to New Zealand, we needed to make a claim. The process was straightforward and easy to do through their online portal, which clearly outlined all the information required. Once we submitted everything, we had our outcome within 10 days, and the money was in our bank account just a couple of days after that. It was such a seamless, hassle-free experience we couldn’t have asked for it to be easier!

   almost 3 months ago
2. David Nuttall ★★★★☆

   Whilst on holiday got food poisoning, ended up in hospital. Provided all medical documentation and receipts three times now! Once via thier website which I found cumbersome and again via email and even translated it from Japanese to English for them. Wasn't the best customer experience at the front end! However recived a phone call from these guys a few weeks later profusely apologizing for the delays and settled the claim the same day. They refreshed my faith in this organization and will now use them again.

   almost 4 months ago
3. 吴雨菲 ★☆☆☆☆

   The worst insurance company. After I submitted the claim, they lost my claim report for some reason and asked me to wait more than ten days to submit it again. It's terrible.

   almost 5 months ago

1. Mohamad Moussavi ★★★★★

   The default insurance at the University of Canterbury is the Studentsafe policy, provided by Allianz. I had a very positive experience with it over several years. Most of my medical claims were accepted without any issues, which gave me peace of mind during my studies. When I first arrived in New Zealand, I didn’t have a car, so I invested in a brand new, high-quality Giant bike along with top-tier accessories. Unfortunately, they were stolen about a year later. Thankfully, Studentsafe covered a significant portion of the loss, which I really appreciated. One claim that was declined involved belongings that were stolen from my car overnight. I had solid reasons for leaving them in the car, and they were placed out of sight—in the boot and on the back seat, where the windows were tinted. It wasn’t due to negligence. However, I was informed that the policy clearly states items left in a vehicle overnight are not covered. I appealed the decision internally, but it was dismissed. I then requested a "Deadlock" Letter so I could have the matter independently reviewed by the Insurance and Financial Services Ombudsman (IFSO), and they granted one. Although the outcome wasn’t in my favour, I appreciated that Studentsafe gave me the option to pursue the complaint externally—something not all insurers are willing to do. There used to be a question on the claim form asking how many claims you had made previously, which I found concerning at the time, but fortunately, that section has since been removed. Overall, I found the Studentsafe policy reliable, transparent, and supportive when I needed it most, and I would recommend it to other international students.

   almost 11 months ago
2. Lorrin McNeill ★☆☆☆☆

   I have been in a battle with Allianz for the last two weeks trying to either get a travel insurance policy issued or receive a refund. I purchased travel insurance online on the 20th December, something seemed to go wrong during the payment processing so clicked Purchase again and got a notification on their website that a potential duplicate payment had been detected so payment wasn't processed. The $400 had been deducted from my account (checked this with my bank) so waited until the 23rd to see if a policy would be issued to my email address. I have spoken to 4 different people including a supervisor since the 23rd to try and get this sorted and have been given the absolute runaround. I appreciate it's been the holidays, but it should not be this difficult to find a payment and issue a policy for it. I've been promised by two different people in the contact centre that I will hear back from them and they have failed to contact me within the time frame they set. Now waiting for a 3rd person to call me back by end of business tomorrow with a resolution. Hoping for the best, but based on my experience so far, expectations are very low.

   1 year ago
3. Dirk Mostert ★☆☆☆☆

   Took two months to get paid out $12.50. Paid $315 for travel insurance. Phone got wet. I tried to have it repaired - paid $150 for said repair. Repair didn't work. Claimed for replacement phone. Got paid out $12.50 after $200 excess was applied. Cost me more in time and emails, proof, quotes etc. than what I was paid. Also took them more than two months to accept the claim, and I had to write them a letter giving my broker the right to act on my behalf. (Keep in mind that he arranged my cover for me in the first place.)

   almost 2 years ago

1. Stephanie Watson ★☆☆☆☆

   Unfortunately this "provider" came with the booking we made using a travel agent. Never again. For an engineering disruption on an Air NZ service from Akl to Houston resulting in us missing our connection to Washington and losing our first night's accomodation (2 rooms) they paid a measly $200. I wasted hours gathering their endless requests for further information, they took nearly 5 weeks to process my claim (not 10 working days) and I had to phone their help desk at least 3 times to get their online system to accept my claim. Waste of time. If I could rate them zero stars I would.

   almost 2 years ago
2. Caleb Gell ★☆☆☆☆

   Worst service and insurance company I have ever dealt with. Useless employees, absolutely no communication, no cover of any of the policies we were paying for and to make it worse they continue to ask for the same information I have sent 6 times. Having to wait 15-20 days for a reply and no means of contacting any higher members just their useless customer service team. Don’t ever go with this company they are a disgrace

   almost 2 years ago
3. Colleen Donnelly ★☆☆☆☆

   Sadly we took the word of our travel agent that this was a good insurance company, they couldn't be more wrong. Paid for a comprehensive policy, while stuck overseas (non covid related) the emergency contact number was closed outside standard business hours. 5 weeks to process a claim but no information provided and a 1 sentence email to confirm of of the 10 items claimed for. Contact centres are offshore and sadly for the staff they are not provided the training or access to the systems, they can only sell insurance or refer to the policy wording. Have now entered into formal complaint process, they have 60 working days to resolve then it can be taken further with insurance ombudsman. I will also make queries with the Commerce Commission as I believe there have been clear breaches across the Acts. I would not recommend their services at all

   almost 2 years ago

1. Jared Tawharu ★☆☆☆☆

   Worst travel insurance company out there. AA sub contract out to this company who provide the worst service I have ever dealt with. Extremely long wait times and extremely difficult claim process. Took over a month to get back to us about lost baggage (our holiday had been and gone by then!) Also waiting for a very long time for a stolen phone. Such a simple claim that is turning into a rigmarole. Don't use these guys

   almost 2 years ago

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