Allianz Insurance Plc · DRN-5908063

The complaint Mr D complains Allianz Insurance Plc hasn’t charged him fairly and transparently regarding discounts to his pet insurance policy. What happened The details of this complaint are well-known to both parties, so I won’t repeat them here. Instead, I will focus on the reasons for my decision. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complaint. In September 2023 Mr D applied online for a pet insurance policy with Allianz for his two pet dogs. The total cost was £924.38 for the year, and the paperwork makes clear there was an online discount of £112.08, and a multi-pet discount of £24. I’m satisfied the cost and the discounts were set out clearly for Mr D. The policy renewed in September 2024. By this time one of Mr D’s pet dogs was no longer on cover. The paperwork set out the total cost for the year as £358.28. It didn’t set out any discounts. Mr D complains, and Allianz accepts, it should have. As I understand it, a discount remained but wasn’t showing in the paperwork because of a technical fault. Allianz apologised for the error. Mr D doesn’t think that goes far enough as he says he could have applied a veterinary practice discount, or sought cover elsewhere, if the cost/discount had been clearly set out. I don’t accept that argument. If Mr D had concerns about the total cost, or why no discount was applied, he could have queried it at the time and didn’t do so. In June 2025 a third party called Allianz on Mr D’s behalf to ask for a veterinary practice discount to be applied. Allianz said it couldn’t apply two discounts (the policy still benefited from an online discount) and as the veterinary one was slightly more favourable to Mr D, it applied that one. This resulted in the total cost reducing to £356.88. Mr D isn’t satisfied he’s been charged what he should have been and argues he cannot be satisfied unless Allianz provides full pricing and discount data. I sympathise with Mr D, but as has already been explained, pricing and discount data is commercially sensitive and so I’m not requiring Allianz to share it with him. But I have reviewed what Mr D has been charged and the impact of online and veterinary practice discounts, which Allianz has set out for our Service in significant detail. I’m satisfied Mr D has paid less than what he should have, for reasons I can’t disclose. It follows I don’t find there is a fair and reasonable basis for me to require Allianz to take any further action. My final decision I don’t uphold this complaint.

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Under the rules of the Financial Ombudsman Service, I’m required to ask Mr D to accept or reject my decision before 1 April 2026. James Langford Ombudsman

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