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Customer Complaint Policy

Your feedback matters to us

Allianz Lebanon is totally committed to provide you with the best service and to listen to your opinions and concerns.

Therefore, we appreciate your feedback on our products and services and we welcome your complaints as they give us the opportunity to improve and consequently increase your satisfaction.

How to contact Allianz Lebanon to make a complaint?

Visit Allianz Lebanon Head Office located in Hazmieh to meet our Customer Focus Team from
8:00 am to 5:00 pm, Monday to Friday.
Contact our Customer Focus Division on
+961 (05) 958 968 from 8:00 am to 5:00 pm, Monday to Friday.
Contact your Sales Agent or Broker.
Email us at  complaints@allianz.com.lb 
Write to Allianz Lebanon Customer Focus Division
Allianz Lebanon Building, Hazmieh
    P.O. Box 16-6528 Beirut - Lebanon

How do we handle complaints?

Once your complaint is communicated to us, our dedicated Customer Focus Division will:
handle
Handle, assess and resolve your complaint as fairly as possible and in a timely manner;
record
Record your complaint within a day of reception by using the Complaint Form
Complaint Form
receipt
Acknowledge receipt of your complaint within 2 working days of receipt by contacting you by phone or email;
four
Contact you if necessary, to better understand and clarify the details of your complaint;

If simple complaint

We will attempt to resolve the complaint whenever possible at the first point of contact or maximum within the first 2 working days of receipt.

If complex complaint

We will keep you updated (formal phone call, email or letter) about the progress of the complaint within 15 days of initial receipt, and aim to resolve it and provide you with a final response at the earliest date possible;

In case you are not satisfied with the resolution of your complaint, you may then escalate it by contacting the:

Customer Focus Manager on +961 (05) 958 968 to review the case.
ICC CARE at the Insurance Control Commission (ICC) at the Ministry of Economy on +961 (01) 999 069
from 8:00 am to 5:00 pm, Monday to Friday
or send an email at icc-care@insurancecommission.gov.lb