Summary of Allianz’s Fair Conduct Programme
Compliance with the Fair Conduct Principle
Our FCP requires all relevant Allianz personnel to follow processes and procedures to support our compliance with the Fair Conduct Principle under the FMCA, and related consumer protection legislation including by:
- paying due regards to consumers interests
- acting ethically, transparently and in good faith
- assisting consumers to make informed decisions
- ensuring that relevant services and associated products that Allianz provides are likely to meet the requirements and objectives of consumers (when viewed as a group), and
- not subjecting consumers to unfair pressure or tactics or undue influence.
The Fair Conduct Principle applies when Allianz:
- designs services and products for consumers
- offers to provide those services and products to consumers
- provides those services and products to consumers, and
- has any dealings or interactions with a consumer in relation to Allianz services or products.
The key aspects of our FCP are detailed below.
Compliance Programme with Consumer Legislation:
Induction and Compliance Training and Expectations of Conduct:
Ongoing Training of Staff and Agents:
Risk Management Programme:
Our governance framework includes risk assessments, incident management, and regular complaints reporting and analysis to ensure adherence to the fair conduct principles.
Allianz actively identifies, monitors, and manages conduct risks through a structured risk ownership framework, including call recording reviews, quality assurance, and engagement forums.
Claims and Complaints Management Services:
Allianz maintains a documented claims management policy, ensuring fair treatment and resolution of customer claims. Complaints handling and remediation processes are in place to address issues and support the fair conduct principles. Our complaints process is detailed on our Contact Us page. To make a complaint you can contact us by email at [email protected]
Allianz maintains monitoring and supervision oversight of outsourced providers and their documented claims and complaints processes including annual reviews to ensure alignment with Allianz's standards on customer care.