FAQ

You can report the damage on the website www.allianz.hr, which contains a form adapted for viewing and filling out on your mobile phone, tablet or computer. Answer the questions in the form, or if you are not sure of the answers, click on "Need help?" where there are instructions for filling in each field. In case of technical difficulties in the operation of the Internet application, check which Internet browser you are using. Our recommendations are Chrome, Edge or Firefox.

After you report the damage from car liability insurance, we will begin the process of the compensation claim in accordance with Article 12 of the Act on Compulsory Insurance within the Transport Sector (hereinafter the Act).

Pursuant to the provisions in Article 12 of the Act we shall determine the merits and the amount of the claim within 60 days from the date of receipt of the compensation claim, and deliver to you:

• a reasoned offer for compensation, if the liability for compensation and the amount of the damage are indisputable, or
• a well-founded answer to all points from the compensation claim in case the liability for damages or the amount of damages are disputed.

In case it is impossible to determine the total amount of damages, we are obliged to pay you the undisputed amount of damages as an advance payment within 60 days from the date of receipt of the compensation request.

In order to settle your claim faster, you have to attach all the documentation necessary to your compensation claim.

If the compensation claim does not contain all the necessary documentation, and we are unable to obtain it, we will invite you to submit the requested documentation so that we can resolve your compensation claim.

Our list of recommended services can be found at the following link: Partner Services (allianz.hr), with the note that as the injured party, you have the right to choose another service of your preference.

“ Online Claims Tracker” application allows you to monitor the status of your claim in real-time in four simple steps: application, assessment, repair and evaluation. After you provide us with photos related to the damage, we undertake to contact you within two hours.

For damage to the vehicle, you need to provide us with at least 8 photos + 2 photos of the traffic license. Photos must not exceed 10 MB individually, and the total size of all the photos must not exceed 100 MB.

For damage to property, at least 1 photograph of up to 10 MB in size must be submitted, and the total size of all photographs must not exceed 100 MB.

If you have trouble uploading photos, try reducing the size of the photos and try again. After reviewing your photos and conducting a damage survey and receiving the required documentation, we will offer you a settlement to resolve the claim. If we need another document, you will receive a notification from the application to send it to us, including by transfer through the same application.

If you want to accept the offered settlement, enter your IBAN and we will make the payment within two working days. If you do not agree to the settlement, select the “service repair” option and indicate one of the services offered to repair your vehicle. If it is our partner service, you will get the address and phone number of the service in the application for the purpose of ordering repairs. After the repair and service, you need to submit to us a repair invoice that will be in accordance with the damage report, after which we will make a payment to the service bank account. At the end of the damage processing process, please rate your satisfaction with the overall service of processing your request and repairing the vehicle.

First check whether anyone has been injured and if there has been major material damage, and call the police in both cases. If the material damage is minor, photograph the vehicles at the scene of the accident, remove them from the road and complete the European Accident Report. We will request a statement from our insured person separately. Report the damage using the online form and a few minutes after the report, we will send you a link to monitor the status of your damage using the online application “Online status of damage”. Take photos of the vehicle according to the instructions in the application and send us photos of the vehicle, driver's license and the European Accident Report. We will contact you back within two hours within business hours and provide you with a statement of damages and a settlement proposal to resolve your claim. If you want to repair the vehicle at a service facility, the list of our contractual partners can be found at the link, and after the repair, we will pay the amount for the service repair, noting that the invoice must be in accordance with the damage report. In the case of major damage that requires our assessment, colleagues will contact you as soon as possible to agree on a date for the assessment of damage.

Report the damage using the online form and a few minutes after the report, we will send you a link to monitor the status of your damage using the online application “ Online Claims Tracker”. Take photos of the vehicle according to the instructions in the app and upload the photos to us. We will contact you back within two hours within business hours and provide you with a statement of damages and a settlement proposal to resolve your claim. If you want a service repair, a list of our contract partners can be found at the link. In the case of major damage that requires our assessment, colleagues will contact you as soon as possible to agree on a date for the assessment of damage.

First, do everything you can to prevent further damage. Report the damage using the online form and a few minutes after the report, we will send you a link to monitor the status of your damage using the online application “ Online Claims Tracker”. Take photos of the damaged object and objects according to the instructions and transfer the photos to us using the app. We will contact you back within two hours within business hours and provide you with a statement of damages. In the case of major damage that requires our assessment, colleagues will contact you as soon as possible to agree on a date for the assessment of damage. If there is damage to household appliances, please provide us with a service report that identifies the type of damage to the device.

In case of a theft, fire, robbery or vandalism after burglary, or in case of burglary, fire, robbery or vandalism after theft, provide us with:

a) a certificate from the competent Ministry of the Interior regarding the harmful event

b) specification of the claim (list of stolen/damaged items, brand, type, quantity, year of production, etc.)

c) invoices for the purchase of the stolen items or warranty cards.

In case of requesting a pet insurance fee, please provide us with an invoice for treatment, surgery, hospitalization or euthanasia, and for purchased medicines.

If an accident occurs in which an injury has occurred, contact your doctor immediately for an examination and to provide the necessary assistance. Follow the medical advice and instructions on treatment and rehabilitation. Send us:

a) A copy of the entire medical documentation related to the treatment of the consequences of the accident

b) Certificate from the school/employer if the insured are students/employees of an institution according to the records of the policyholder

c) Proof of the occurrence of the accident (record of the inspection, driver's and traffic license, record of alcohol testing/analysis of blood and urine for alcohol, report of injury at work, etc.).

In the event of a death, the death of the insured person may be reported by the beneficiaries under the insurance policy, i.e. the legal heirs, and it is necessary to submit:

a) Certificate from the school/employer if the insured are students/employees of an institution according to the records of the policyholder

b) Proof of kinship (decision on inheritance, marriage certificate, birth certificate, decision of the guardianship authority)

c) Coroner's report (Death certificate/autopsy report) showing the cause of death

e) Death certificate

e) Proof of the occurrence of the insured event in the event of death due to an accident (record of the inspection, analysis of blood and urine for alcohol, copy of driver's license, copy of traffic license, etc.).

For the benefit on the occasion of the birth of the first child, if it is part of the life insurance conditions, it is necessary to submit:

a) A copy of the child's birth certificate

b) The consent of one insured person in self-writing that the payment of compensation may go to the account of another insured (only for mutual policies).

a) To pay the co-payment, it is sufficient to show a supplementary health insurance card, and Allianz will cover the cost.

b) If you have paid the co-payment fee yourself, you can request a refund using the m-Allianz application or using the online form.

c) Open the m-Allianz app on your mobile phone and select the “Supplementary insurance” icon, and the app will guide you further through a quick and easy refund.

d) You do not have the m-Allianz application? Visit the iOS App Store or Google Play, depending on which device you have, and type "m-Allianz" in the search engine. Download and install the application. Open the “m-Allianz” application, select the “My Allianz” service, log in if you are already a user or enter the necessary information to open the “My Allianz” service. Once logged in, return to the m-Allianz homepage and select the “Supplemental insurance” icon. The app will guide you further through quick and easy damage reporting.

e) You can also send a request for the refund of paid co-payments by submitting an online application with attached paid invoices.

You reported the damage to Allianz and would like to see your vehicle on the road again, fixed, functional and at its best as soon as possible.

We recommend you our partner services who have proven to be professional and have delivered our clients top quality services.

Choose a desired service and check the benefits they offer.