Today was the second time I have used roadside assist. The first time I had a flat tyre. I had forgotten to change my registration, but it was sorted out no worries.
Today, great phone service, and prompt arrival of mechanic. My car needed a tow, all went well.
Yesterday, taking my husband home after that morning's back surgery our 4WD Toyota Landcruiser had a flat tyre. We were only 2 km from the nearest tyre centre and close to the city of Cairns but it took me FIVE calls to Roadside Assist and a total of FOUR AND A HALF HOURS before a tow truck arrived. It took an hour and a half for the Roadside Assist vehicle with 2 unfriendly (did not even say hello) mechanics to arrive and it was immediately obvious they had never worked on a Landcruiser before. After a few minutes they gave up trying to rem...ove the (good) spare tyre and told us to ring back for a tow-truck. Each time promised under 60 minutes - tow truck then took almost 3 hours to arrive. Never again! My biggest mistake? When we got the flat I was desperately looking for our RACQ card and picked up the Allianz roadside assist one by mistake!!!
Ken Tame Roadside didn't work
I was left in limbo for a few weeks during the roadside assistance transition - and when I needed assistance, I didn't get anywhere with Allianz. Stuck near Innaminka, not much phone response and Alliance - just did not offer to assist. Their first level response couldn't help, wouldn't help and I couldn't get past the call centre to explain my remoteness and assistance. I was completely let down when I needed them
Will not recommend to anyone. Required roadside assist for my son ute. Called them and explain situation. Didn't arrive for nearly 2 1/2 hours (told 1 hour max) Then only arrived with battery pack and tow truck - nothing to do with why I called them in the first place. Changing roadside Assist immediately to another company.
Good contractors, terrible call centre
I've had to use my Allianz roadside twice. In both instances the contractor mechanics were great. However on both occasions I've had difficulties with the call centre staff. The first one a year ago couldn't deal with the fact my car was at the back entrance to a very large shopping complex on a laneway that had no address and sent the mechanic to the wrong place.
My renewal process was difficult, it was online and as I had issues, I decided to call. I did not receive any confirmation of my policy/membership which apparently they don't send? Y...et they sent this each year prior. Arranging a tow for my second call out was a little tricky. Not terrible, just harder than it should be. I also can't log in to anything online to check terms and conditions, and information on the website is difficult to find. Honestly, I'll be going elsewhere next time.
The roadside mechanic was great but..... the rest of the experience with the call centres was awful.
Been with them for about 5 years but only recently had to call them for the first time.
Somehow my policy expired without any notice but they are fine to debit me for all my other policies with them.
Still don't get notices for those as well and impossible to get to someone to request it or make adjustments to my policies after all these years.
Seems like alot of people are having the same issue.
Initially offered to send someone to assist only if I signed up for 2 year (non-refundable which is fine by me as I never had intended to leave) plu...s $100 call out fee. Though they "waived" the fee i had to go through atleast 5 people for over 1 hour just to process a single payment but then told the "waived" amount would need to be used for the tech/mechanic OR tow....and all additional costs would apply as a "new" customer. This is the first time I needed insurance and most frustrating experience ever.
There are better options
First time I called, I sat on hold for close to 30 minutes and I eventually hung up. The next day I tried again, it rang out to a voicemail, third time lucky, only to be told they failed to let me know about my renewal and they wanted to charge me $100. It is as if they are running a dodgy renewal system so they can charge the extra $100.
Needless to say, I went with a new prover - no extra price gouging for being new, they answered the phone right away and didn’t have to change departments for payment. Also, they showed up in 10 minutes.
Shop around, there are better products out there - I am tempted to now move all my insurance from Allianz after this experience.
Quick and efficient
I called for help 8 years ago and it was very quick. Battery changed with no hassle. Battery still in action. Thank you. On the other side I called for different matter and the patrol officer couldn't tell what's the problem was(faulty fuel pump relay switch)
I pulled over on the Hume Highway on my way back from Canberra for a cup of coffee. When I returned to my car it just refused to start, I tried everything, checked the petrol, jump-start, still no luck. Allianz sent a mechanic and he decided that the car had to be towed to Sydney. I was 70 km away from home, they organised a tow truck for free. This would have costed me $6-$700 easy. No friend or family member could reach me where I was, lucky I had roadside with this mob.
Allianz roadside assistance renewal system blatantly disregards customer care
Allianz roadside assistance renewal system is in blatant disregard for their duty of care to their customers.
Firstly they have no capacity to send renewal or reminder notices by email so renewals notices don't always get received and secondly if your policy lapses they don't send any notification, by post, email or sms, unlike all other insurers and service providers, even if you have had a policy with them for several years.
Which means customers end up driving around without roadside assistance only to find out policy has lapsed when they c...
Getting lawyers and insurance ombudsman to sort this out...
Allianz has dishonored a claim of mine which my car was stolen. I didn't pay my late fee so they cut my insurance off the same day I made my claim. They got a tow truck for my car and took the car to a tow yard to get checked
I received a call 2 weeks later saying they won't cover my car anymore even though at the time of me making my claim I was*still* insured with them. I've asked for them to pay for my car to get out of the tow yard as I'm *no longer insured* but they still had the right to tow my car...I've sent emails of complaints. Ive a...
I recently had cause to use their service which in the end entailed them putting my vehicle on a tow truck and transporting it to my closest dealership. When the car was delivered the following day, the dealership they called me to say that my car had sustained a little damage. I then went through a process with Allianz Roadside Assistance and despite me providing photos and and feedback on how they treated my car going on to the tow truck, they refused to pay for the damage as I couldn't prove they damaged it - not sure how one proves that when it is out of my sight for 14 hours! I would either avoid using them or do not let the car out of your sight and/or video them loading your vehicle on the tow truck.
- Verified customer
Fantastic, but with 1 small regret.
We have had Allianz Roadside assist for approx 5-6 years.
At first we got it as part of our comprehensive insurance policy with Allianz, we did renew for 1 year and then I foolishly didn’t keep an eye out for the renewal policy and I let it lapse, in our experience we found that, the renewal is yearly, signing up is for 2 years.
My only regret, or issue is, if you sign up with them, or if you allow the service to lapse, you have to pay for 2 years upfront. I think it came to about $198. Having said that, I didn’t think it is only Allianz that...does it this way. Having said the part I wasn’t so happy with, here’s where we are happy. We bought a used Territory and suddenly it wouldn’t start. We called out roadside assist and they couldn’t find the fault, however they towed our car to the local mechanics to get repaired. This cost us nothing, (by nothing, I mean extra). To be honest, we had to call them out quite a few times, 1 time I ran out of fuel, they gave me enough to get home or to a petrol station safely - this was at no extra cost, 2 flat tyres and 3 times for the battery/earth wire above and as well as that, we had 3 tows to the mechanics/auto electrician. We also bought a new battery through the roadside service and found the cost to be pretty much the same as everywhere else. Each time we called out Allianz, they got to us easily, within the hour, the roadside mechanics very well presented, knowledgeable, easily identifiable and very friendly.
I have had Allianz roadside assistance for three years and have never had to call someone out. Ok my problem is renewal! I pay the renewal on line. After completing the payment I get an Error in processing, but here’s your receipt number and please phone Allianz. This has happened two years running! I was told to send a copy of my statement, which I did. No reply. Then I found out that although I had paid - I wasn’t covered last year. Repeat performance this year. They take your money but am I covered? Who knows
Well!!!! 5stars for the Roadside man
I had a flat this morning, Youi my insurer called one of your guys out to help, nice helpful young man fixed the problem. Youi gives 2 services per year, I have had 2 flats in 2 weeks. So I thought I would give you guys a shot, have just rung up and spoken to some very uninterested young man, when I said I did not need assist was quite unfriendly and snapped the details at me, although I had quite clearly stated what I wanted.
Bad form, if they dont want to be there, pull a sickie and let someone who does want the job do it!
Fast and Helpful
I purchased a Mercedes Benz second-hand car. I had only had my car a day and the battery died. A friendly Allianz man was at my place within 20 minutes and had the right battery onboard. If you have a prestige or European car Allianz is the way to go as RACQ generally don't have the knowledge or batteries on board for these vehicles.
I wouldn't use anyone else.
After giving you 1 star a few months ago. The person that came to assist me this afternoon was Fantanstic
Professional great service and came quickly ! I have changed my review from 1 star a few months ago to 5 starts. The person that attended was professional and assisted me . 10/10
Allianz Battery Issue
If you bought your battery from Allianz, make sure that when they test the alternator capacity, it is detached from the battery. I replaced my alternator because the voltage output does not give the reading they expect. After replacing with a new one, I’m still getting the same reading. Good thing we suggested to test it without the battery and got the expected reading. Then he tested with a new battery and all good. According to the Allianz mechanic, it is not in their procedure to disconnect the battery when testing the alternator. I think ...my old alternator is still good. Also, before this incident, when I called them, the Allianz mechanic said alternator is good and it is the starter. So I also replaced my starter. Now, my car got a new starter, new alternator and new battery even though I think it is just the battery that needs replacement.
Called to Allianz to get a quote on road side assistance as my nrma had come up for renewal and thought why not give these guys ago. After being on hold for 20 minutes the consultant I got transferred to sounded half asleep on the phone. After asking a simple question he rambled on about things that made no sense Then I was put back on hold. After coming back with an answer (which didnt actually answer anything) I had to directly ask again to get a yes or no answer.
- Verified customer
We used Allianz RSA (through a broker) for our business fleet of about 10 vehicles. In the year with them, we called quite a few times for assistance. Every single time, no matter which vehicle it was, we were met with 'sorry that vehicle doesn't exist on your policy'. It would result in multiple phone calls of lengthy discussion to try to get them to realise we had paid for that vehicle and it should be covered. Back and forth between our broker and Allianz, and we never got anything solved. We have given up. Go with RACQ.
Questions & Answers
I have two cars with full comp ins with Alliance does roadside assist come standard when insuring
Yes Ian it should do. But their service as absolutely atrocious compared to RACQ. Our 4WD had a puncture just outside a major town and only 2 km from a tyre depot. It was too big a job for me, took almost 2 hours for mechanics to come - they couldn't even get the spare off so told us to ring again for a tow truck. Each time was put through to a different person - about half a dozen calls. Tow truck arrived almost 5 hours after our first call!!!
I had engine failure and a fire truck tried to call them and also my son tried from early am to lunch time kept going to a wrong number and police finally organise me a tow truck elsewhere,so I wasn't impressed I couldn't get through.i was stuck from 9am to 3-30pm till could get move blocking highway so frustrated and was not impressed. So later tried and the number was not going to correct place.
Allianz PartnersAllianz Road Assistance
Thanks for reaching out - I'd be happy to look into this for you.
Could you please send us a private message or email us at SocialMediaManagement@allianz-assistance.com.au with your vehicle registration numbers and best contact details so I can take a closer look for you.
I’m insured till Dec with Ken Tame and will most likely renew so tried to contact Allianz regarding purchasing roadside assistance direct. Left on hold for over 15 mins 3 times so have given up for today and then found this site. I’m concerned regarding maximum weight of MH that you cover. You say 3.5t maximum. Is that tare or GVM.
Allianz PartnersAllianz Road Assistance
Thank you for your enquiry about Ken Tame Roadside Assistance. If you kindly advise your name, contact details and vehicle registration I can request someone from the Roadside Team to contact you to answer your questions.
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