Newest Review: ... years before and the fact that i did not have a receipt put "doubt" in their mind. I packaged the laptop, sent it to their repai... more
Claiming from these guys is a full time job
Member Name: yazzie2
Disadvantages: Terrible service from start to finish
If you're lucky enough to have contents insurance that you never need to claim on, then these guys are for you. Alternatively, if you're unfortunate enough to be burgled, and require a good and efficient service, I strongly advise you to look elsewhere.
I'd always been advised by family members to seek contents insurance via the AA, who would select the best deal for the coverage I needed. Ultimately using the AA as a broker was the one thing that turned my claim around.
After being burgled and dealing with associated police business, I contacted Allianz Cornhill to inform them that I would need to make a claim. Nothing that was going to break the bank, just approximately £400 to cover the cost of a Playstation 2, lots of games, some cash and smaller items.
I made the required phone call, and awaited the paperwork. Now I could write you a dissertation size piece on the telephone calls, letters and complaints, but I'll try and keep it brief.
The claim paperwork took almost a week to arrive. I duly completed the list of items that were stolen, as well as details of the burglary, and sent it back.
At no time in the very basic and poorly written paperwork did they require my original proofs of purchase, so I assumed there would be more paperwork to come with an explanation of what proofs they may require to pay the claim. So I waited...
Two weeks later there had been no contact from Allianz Cornhill so I called them to be advised that I hadn't provided receipts etc so there had been no movement with the claim.
I made a minor complaint that it may have been useful for them to have made exactly clear in the original letter that proofs would need to be sent at this point. I also explained that some of the receipts had been stolen in a folder that contained a range of paperwork relating to my home and purchases. They replied that in order to have my items replaced, I would need to provide some kind of proof of the items that I had owned or else they would not pay.
Ensue a raft of telephone calls to loyalty points cards, credit cards, banks etc to request previous statements which may enable me to prove my losses. I even had to cover the cost to send empty boxes and instruction leaflets that I did have for some of the items I couldn't evidence, being someone who often prefers to pay with cash since paying off student debts, overdrafts etc.
I was eventually able to send some comprehensive proofs and then waited again. This wait lasted over three months with Allianz Cornhill blaming the company that replaces the items for the delays, and that company putting the blame right back on Allianz.
I made numerous complaints on the telephone, being very clear that I wanted them to be logged as complaints and the details included. It was only after three months and getting through to a manager that I was told there was no record of any complaints on their system, they only accepted complaints by letter (something that call handlers always neglected to explain), and indeed there was no record whatsoever of a number of lengthy telephone calls I had made.
As I began putting together a written complaint, logging all of the calls that had been made as well as providing a copy of my telephone bill to prove that calls had been made on the days they had no logs I received a letter. Allianz Cornhill were no longer going to replace my items, and send them directly to my home choosing instead to send me a cheque.
This was the final straw for me particularly as I don't drive and was restricted to my house with a back injury, and couldn't envisage how I was going to be able to get out and about to do the required shopping. I also wasn't confident that I would be able to buy everything with the money provided as prices are liable to fluctuate and I bought many of the games within special deals.
I contacted Allianz again, who were adamant that the claim was now dealt with and didn't want to hear my concerns. Eventually I rang the AA, being the company that had given my business to Allianz in the first place. I explained the problems, my reasons for not wanting to accept a cheque, and eventually even cried at them - I was so frustrated with poor and rude customer service.
I must say the AA woman was an absolute star, after stating it wasn't a role they would normally take on she said she would see what she could do. Within 2 hours she called me back and said that my items were to be sent to me by courier in full and my £50 excess fee was going to be waived for the inconvenience and cost of numerous lengthy telephone calls.
Almost 4 months later I received a courier visit delivering me the items that had been stolen from my home, by somebody putting a brick through my window, plus a cheque for a piece of jewellery and a couple of bits they had not been able to source.
My advice - don't use Allianz Cornhill unless you're confident you will NEVER need to make a claim.
Do complain to the broker, if there was one, that you will not use their service again unless they can hold the company's they contract you to accountable for the service that they provide.
Summary: Great if you NEVER need to make a claim
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