Claims

Making a Claim with AIG Travel

Below is a list of general claims topics. To view the details just click the button next to each topic header.

How to make a Claim

Full details of how to make a claim are outlined in your policy document.

To lodge your claim is easy, click here to download a claim form.

1800 017 682, 8 am - 6 pm AEST Monday to Friday.

24 hour Emergency Assistance

Our highly trained team of assistance personnel (including medical professionals) are available 24 hours a day to help you with medical emergencies and other travel-related problems. Call us from anywhere in the world on 60 3 2772 5592. Please call reverse charge where this service is available.

24 Hour Emergency Assistance

To contact Travel Guard® from anywhere in the world, call:

Country Code: 60    Area Code: 3    Number: 2772 5592

Reverse charges calls can be made from some countries. Contact your local operator.

Or email Travel Guard® at auassistance@aig.com

AIG Claims appeal process

What should you do if you have a complaint?

You can register a complaint by telephoning us on 1800 339 669, lodging your complaint on our website, or by writing to:

The Complaints Team
AIG Australia Limited
Level 12, 717 Bourke Street,
Docklands VIC 3008
Email: aucomplaints@aig.com

As soon as we receive your complaint we will take all possible steps to resolve it. You will receive a written response to your complaint within 15 working days, unless we agree a longer timeframe with you.

What should you do if you are not happy with our response to your complaint?

If you are not satisfied with our response to your complaint, you may wish to have the matter reviewed by our Internal Dispute Resolution Committee ("Committee"). The Committee is comprised of Senior Management of the company who have the experience and authority to decide on matters brought to the Committee.

If you wish to have your complaint reviewed by this Committee please telephone or write to the person who has signed the response letter to your complaint and provide them with detailed reasons for requesting the review. This information will greatly assist the Committee in reviewing your claim or enquiry. Your complaint will then be treated as a dispute. You may also make a request for a review by the Committee by contacting:

The Chairperson IDRC
AIG Australia Limited
Level 12, 717 Bourke Street
Docklands VIC 3008

A written response setting out the final decision of the Committee and the reasons for this decision will be provided to you within 15 working days of the date you advise us you wish to take your complaint to IDRC. If we are unable to provide a written response setting out the final decision we will keep you informed of progress at least every 10 days.

If you are not satisfied with the finding of the Committee, or if we have been unable to resolve your complaint within 45 calendar days, you may be able to lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers. AFCA can make decisions with which AIG is obliged to comply. Its contact details are:

Australian Financial Complaints Authority (AFCA)
GPO Box 3
Melbourne VIC 3001
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)

You should note that use of the AFCA scheme does not preclude you from subsequently exercising any legal rights, which you may have if you are still unhappy with the outcome. Before doing so however, we strongly recommend that you obtain independent legal advice.

If your complaint does not fall within the Australian Financial Complaints Authority's terms of reference, we will advise you to seek independent legal advice or give you information about any other external dispute resolution options (if any) that may be available to you.

Please be aware that, effective from 1 November 2018, AFCA replaced the former Financial Ombudsman Service (FOS). If you have any questions regarding this change, please contact AFCA on 1800 931 678. If you have a Product Disclosure Statement or other document that refers to FOS, please take into account this change when reviewing the relevant section referring to FOS.


For further details on How we will handle your complaint Click Here

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