Complaints, Withdrawal and Cancellation

Our complaint procedures may vary depending on your region. Please refer to your Benefit Guide, accessible via MyHealth, to verify the procedure applicable to your policy. Generally, for most plans, our Helpline is your first point of contact for any comments or complaints. Should we be unable to resolve the issue over the phone, please reach out to us via:

Telephone: +353 1 630 1301

Toll-free numbers: www.allianzcare.com/en/pages/toll-free-numbers.html

Email: Customer.resolution@e.allianz.com

Postal address:

Customer Resolutions Team, 
Allianz Partners, 15 Joyce Way, 
Park West Business Campus, Nangor Road, 
Dublin 12, Ireland.

We will handle your complaint according to our internal complaint management procedure detailed here.

You can also contact our Helpline to obtain a copy of this procedure.

Withdrawing from your contract means ending your policy during the 30-day cooling-off period that starts when your cover begins. This allows you to change your mind shortly after taking out the policy.

Cancelling your contract means ending your policy after the initial contract term has been completed. If you do not wish to continue your cover, you can cancel your policy during the 30 days before your renewal date.

This distinction helps ensure that customers have the opportunity to review their cover when they first take it out, while also allowing flexibility to end the policy at renewal.

If you hold an individual policy, you have the right to withdraw from your contract within 30 days of purchasing it online or within 30 days of receiving the full terms and conditions, whichever is later. This right applies to all persons insured under the policy.

How to withdraw:

• Go to “ Your right to withdraw” form
• Complete the required information
• Submit your request within the 30‑day cooling‑off period

We will consider the date you submit the form as your official withdrawal date. Please note that withdrawal requests cannot be backdated.

Once the withdrawal has been processed, we will send you a written confirmation via email.

If you withdraw from your contract within this 30-day period, you will be entitled to a full refund of the premium paid for the Insurance Year, provided that no claims have been made. If you choose not to withdraw from your policy within this 30-day period, the insurance contract will be binding on both parties and the full premium owing for the selected Insurance Year will be due for payment, according to the payment frequency that you selected.

Individuals:

You can cancel the policy for all persons insured under it, or you can just cancel for one or more dependants. Please note that your cancellation can't be backdated.

To cancel, simply complete the “Right to Change Your Mind” form included in your renewal pack. You can also find this form on MyHealth. Please send the completed form within the 30 days of your renewal date or 30 days from receiving your full renewal terms, whichever is later.  Please send your request by email to Individual.joining@e.allianz.com. Alternatively, you can post it to the Client Services Team using the address provided at the back of your Benefit Guide.

If you are a French resident, you have the possibility to cancel at any time after the first renewal year.

Once your request has been processed, we will send you written confirmation by email. 

If you cancel or withdraw from your contract within the 30-day period mentioned above, you will be entitled to a full refund of the premium paid for the Insurance Year, provided that no claims have been made.

Groups:

If you are part of a Group Scheme, your company can end your membership or that of any of your dependants by notifying us in writing. We cannot backdate the cancellation of your cover. It will automatically end:

• At the end of the Insurance Year, if the agreement between your company and us is terminated.
• If your company decides to end or not to renew your cover.
• If your company does not pay premiums or any other payment due under the Company Agreement with us.
• If you are an individual payer and you do not pay premiums or any other payment due under the Company Agreement with us.
• When you stop working for your company.
• Upon the death of the insured employee.

We can end your cover and that of your dependants if there is reasonable evidence that you or they have misled or attempted to mislead us. For example, giving us false information, withholding information, or working with another party to give us false information, either intentionally or carelessly, which may influence us when deciding:

• Whether you (or they) can join the scheme
• What premiums your company has to pay
• Whether we have to pay a claim