Allianz Partners Australia has launched a new self-service refund portal that will automatically calculate the premium refund that customers impacted by COVID-19 might be entitled to, allowing them to receive refunds in as little as three business days.
The portal, which was developed in less than three months, calculates and issues partial or full refunds of unused premiums, from single and multi-trip travel policies to rental vehicle excess and event ticket insurance.
“Allianz Partners reacted quickly to the international travel ban by temporarily ceasing sales of travel insurance. We started refunding customers whose plans were impacted by COVID-19 in June and have already manually refunded more than 16,000 customer policies,” said Damien Arthur, the chief market manager at Allianz Partners Australia.
“The new portal is enabling us to process refunds much quicker to help provide customers with a faster, more positive experience. While their plans may have fallen through, we're pleased to put some money back in their pockets.
“We continue to put the customer at the centre of everything here at Allianz Partners. This starts with offering refunds – not credit notes – and giving people access to a self-serve portal rather than having to ring and wait in a queue to get their refund.”
Up to $12 million in total could go back to over 100,000 Australian policyholders through the new portal over the coming months.
“Allianz is constantly striving to create a better offering for customers and partners, and we will continue to re-evaluate our product offering in light of the pandemic to ensure customers are protected on their next adventure,” Arthur said.
Any Allianz customer impacted by COVID-19 who purchased a policy before March 18 might be entitled to a refund. Customers can check their eligibility for a refund by visiting www.policymanager.com.au/aga.
