Allianz UK

Global insurance group. Products & services: Car, Home, Business, Engineering.

Updated: 3 August 2026

Company Overview

Industry: Insurance (general / non-life; largely broker-distributed and commercial)
Parent company: Allianz Holdings plc (UK); ultimate parent Allianz SE, Munich
Regulator: Financial Conduct Authority (and Prudential Regulation Authority)
Ombudsman: Financial Ombudsman Service
Founded: Allianz Insurance plc incorporated 18 May 1905 (as Cornhill Insurance PLC); renamed Allianz Insurance plc in 2007
Legal entity: Allianz Insurance plc (company no. 00084638, FRN 121849)

0.56Complaints per 1,000 policies (Allianz Insurance plc)

What customers complain about

Allianz UK customers complain about a range of insurance products, but which Allianz company handles the complaint depends on the policy: broker-placed commercial, motor, property, engineering, legal-protection and Petplan cover is underwritten by Allianz Insurance plc (FRN 121849), while direct LV= and Britannia motor/home cover is underwritten by a separate entity, Liverpool Victoria Insurance Company Limited (FRN 202965). In the six months to 31 December 2025, Allianz Insurance plc reported 2,908 complaints opened and a low rate of 0.56 per 1,000 policies — reflecting its broker-distributed, commercial book — whereas the LV= entity reported a materially higher 2.87 per 1,000. Allianz runs separate complaints contacts for each product line rather than one central line, and must issue a final response within eight weeks. Unresolved complaints can go free to the Financial Ombudsman Service, usually within six months of the final response.

Complaint categories

1
Claims handling and settlement disputes
Because Allianz Insurance plc's book is dominated by commercial, motor, property, engineering and Petplan cover rather than routine sales and admin, complaints that do reach Allianz tend to centre on claims decisions — how a claim is valued, settled or declined — rather than mis-selling. This is contextual to Allianz's product mix; the FCA return does not publish a percentage breakdown by cause for the firm.
Product mix per Allianz Holdings' Commercial/Personal structure and Allianz Insurance plc's SIC 65120 (non-life insurance); FCA 2025 H2 firm-level complaints return does not publish a per-cause percentage for the firm.
2
Service disruption during the LV= migration (reported, not verified)
Following Allianz's acquisition of LV= General Insurance, the migration and rebuilding of LV= systems onto Allianz platforms was reported in the insurance trade press to have caused service and servicing issues for some LV= customers during 2024 and 2025. This is a reported theme relating to the LV= entity (Liverpool Victoria Insurance Company Limited), not a verified Allianz Insurance plc complaint statistic.
Reported in insurance trade/consumer coverage of the LV= integration; not an official Allianz or FCA complaint figure — reported, not verified.
3
Knowing which entity and route to use
A recurring practical difficulty specific to Allianz is identifying the correct complaints route, because the group underwrites through multiple entities and brands (Allianz Insurance plc, Liverpool Victoria Insurance Company Limited, Petplan, LV=, Britannia, Home & Legacy) and often distributes through brokers, each with its own contact details.
Allianz's own complaints page lists separate contacts per product line; group structure confirmed by Allianz Holdings restructure announcement.

Latest statistics

2,908Complaints opened (Allianz Insurance plc)6 months to 31 Dec 2025 (2025 H2)

Figures are from the FCA firm-level complaints return for the six months ending 31 December 2025 (2025 H2), for the 'Insurance & pure protection' product group. Allianz Insurance plc is the broker/commercial underwriting entity; Liverpool Victoria Insurance Company Limited is the separate entity underwriting most direct LV= and Britannia motor/home cover, shown here for contrast. 'Per 1,000 policies' is the FCA's intensity measure and is low for Allianz Insurance plc because its book is largely broker-distributed and commercial. We could not cleanly and reliably extract the '% upheld' and 'closed within 3 days / 8 weeks' columns for Allianz Insurance plc from the FCA sortable table (the parsed values were inconsistent between attempts), so we omit them rather than risk misreporting; see researchGaps.

Contact methods

Complaint journey

1
Identify which Allianz entity and brand holds your policy
Check your documents for the underwriter and whether a broker is involved.
Typical responseBefore you start
What happens
Allianz underwrites through more than one company and brand. Check your policy schedule for the insurer named on it: commercial, motor-trade, property, engineering, legal-protection and Petplan cover is usually Allianz Insurance plc (FRN 121849), while direct LV= and Britannia motor and home cover is usually Liverpool Victoria Insurance Company Limited (FRN 202965). If you bought through a broker, they may need to raise or forward the complaint. Getting this right first avoids delays, because each entity and product line has its own complaints team.
2
Complain to the right product-line team
Use the dedicated contact for your cover, not a single central line.
Typical responseImmediate
What happens
Allianz publishes separate complaints contacts per product. Personal car/home goes to the Customer Relations Manager, County Gates, Bournemouth BH1 2AT (digitalhelp@allianz.co.uk); business/commercial to 57 Ladymead, Guildford GU1 1DB (commercialcomplaints@allianz.co.uk); Petplan to 0345 026 1985 / petplan.csm@allianz.co.uk; legal protection to 0345 0700 886 / alpcomplaints@allianz.co.uk. Set out what went wrong, what you want, and your policy and claim references.
3
Allianz acknowledges and investigates
Allianz confirms it has your complaint and looks into it.
Typical responsePromptly
What happens
Allianz will confirm it has received your complaint and keep you updated while it investigates. A complaint is any expression of dissatisfaction about its products or service. Keep the acknowledgement and any reference number, and note who is handling the case.
4
Allianz issues its final response
You receive a decision letter explaining the outcome.
Typical responseUp to 8 weeks
What happens
Under the FCA's DISP rules Allianz must send a final response within eight weeks. The letter should explain its decision, put things right where it agrees something went wrong, and tell you about your right to go to the Financial Ombudsman Service if you remain unhappy.
5
Escalate to the Financial Ombudsman Service
Free, independent review if you are still dissatisfied.
Typical responseWithin 6 months
What happens
If Allianz has not resolved your complaint within eight weeks, or you disagree with its final response, you can refer the dispute free to the Financial Ombudsman Service — usually within six months of the final-response letter (0800 023 4567 or 0300 123 9123; Exchange Tower, London E14 9SR). The Ombudsman reviews the case independently and, if you accept its decision, Allianz must comply. The FCA regulates Allianz's conduct but does not settle individual complaints.

Response times

Allianz will acknowledge your complaint and, under the FCA's DISP rules, must send a final response within eight weeks. Because Allianz handles each product line through a separate team — personal car/home in Bournemouth, commercial in Guildford, and dedicated Petplan, legal-protection and engineering teams — timescales and the fastest contact route vary by product, and complaints placed through a broker may pass through the broker first. If Allianz has not resolved your complaint after eight weeks, or you are unhappy with the outcome, you can go to the Financial Ombudsman Service, usually within six months of the final response.

If your complaint isn’t resolved

If Allianz UK can’t put things right, you can escalate — free of charge — to an independent body:

Financial Ombudsman Service

Recent news

16 June 2026
Allianz confirmed that LV= General Insurance (Liverpool Victoria Insurance Company Limited) will be transferred into Allianz Insurance plc under Part VII of the Financial Services and Markets Act 2000, with a High Court sanction hearing on 2 October 2026 and an effective date of 1 January 2027. LV= customers were told cover, policy numbers, contact details and service teams stay the same, with objections accepted until 25 September 2026.
Read more
7 February 2025
Allianz UK reported it detected 33,027 cases of insurance fraud worth £157.24m in 2024, a roughly 10% increase on the previous year, as part of its annual fraud-prevention reporting.
Read more

Earlier cases

2 January 2020
Historic: Allianz completed its purchase of the LV= General Insurance Group and the general insurance division of Legal & General, bringing the LV=, Britannia and L&G GI general-insurance brands into the Allianz group and making Allianz one of the UK's largest personal-lines insurers.
Read more

Know your rights

Financial Conduct Authority DISP rules
Allianz must acknowledge complaints, investigate fairly, issue a final response within eight weeks and tell you about your right to the Financial Ombudsman Service. This is general information, not legal advice.
Consumer Rights Act 2015
Insurance services must be provided with reasonable care and skill; if Allianz's service falls short you can ask it to put things right. Claims outcomes still depend on your policy terms. This is general information, not legal advice.
Insurance Act 2015 / Consumer Insurance (Disclosure and Representations) Act 2012
These set out the duties around the information you give when taking out or renewing cover and how insurers can treat non-disclosure. They can be central where a claim or cancellation dispute turns on what was disclosed. This is general information, not legal advice.

Frequently asked questions

Who do I actually complain to about my Allianz or LV= policy?

It depends on the product and brand. Commercial, motor, property, engineering, legal-protection and Petplan cover is handled by Allianz Insurance plc (personal car/home via County Gates, Bournemouth BH1 2AT; business via 57 Ladymead, Guildford GU1 1DB). Direct LV= and Britannia motor/home cover is underwritten by a separate company, Liverpool Victoria Insurance Company Limited, which has its own complaints contacts on your LV= documents. If you bought through a broker, they may need to handle it first.

Why is Allianz's complaint rate so low compared with other insurers?

Allianz Insurance plc is largely a broker-distributed and commercial insurer, so many policyholders deal with a broker and its FCA complaint rate for the six months to 31 December 2025 was just 0.56 per 1,000 policies — far below the 2.87 per 1,000 reported by the LV= entity, which sells directly to consumers.

How long does Allianz have to respond to my complaint?

Under FCA rules Allianz must send a final response within eight weeks. Because it runs separate teams for car/home, commercial, Petplan, legal protection and engineering, the fastest route and typical timescale vary by product — use the dedicated contact for your cover rather than a single central line.

What happens to my LV= complaint after the transfer to Allianz Insurance plc?

LV= General Insurance (Liverpool Victoria Insurance Company Limited) is due to transfer into Allianz Insurance plc under Part VII of FSMA 2000 on 1 January 2027, following a High Court hearing on 2 October 2026. Allianz says cover, policy numbers, contacts and service teams stay the same, but from 2027 Allianz Insurance plc becomes the underwriting entity responsible for LV= policies and claims.

Can I take my Allianz complaint to the Financial Ombudsman Service?

Yes, if Allianz has not resolved it within eight weeks or you disagree with its final response. Refer to the Financial Ombudsman Service (0800 023 4567) free of charge, usually within six months of Allianz's final-response letter. Its decision binds Allianz if you accept it. The FCA regulates Allianz but does not resolve individual disputes.

Does Allianz have a Citizens Advice star rating like energy suppliers?

No. Citizens Advice star ratings apply to energy suppliers, not insurers. Allianz's accountability comes from FCA conduct rules, its published FCA complaints data, and the binding decisions of the Financial Ombudsman Service.

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