Claims

Keeping our promise.

Claims

When you buy insurance from AIG, you can have confidence that we stand ready to help you recover quickly when the unexpected happens. The claims operation that underpins every AIG policy is one of our greatest strengths, with a strong local claims team backed by our global network of expertise to support you when you face a loss.

Committed to service excellence

We’re there when our customers need us, helping them recover and realise their idea of a better tomorrow.

Local knowledge

Our local claims team has first-hand knowledge of risks, business practices, legal and regulatory issues. Our claims teams ensure that you are satisfied with the progress of your claims, every step of the way.

Worldwide capability

For companies doing business overseas, our global network gives us the edge in resolving your claim, should a loss occur in a foreign market. We can work across borders with teams in multiple countries, working with local languages, laws and regulations alongside those back home in Australia.

Dedicated, focused claims handling

We get your claim to the right expert, fast. Each claim is handled by an examiner with the most appropriate type of expertise, based on the product line and complexity of the loss. 

Global expertise

Our global claims team comprises over 10,000 claims professionals. We handle millions of claims every year, each one adding to the wealth of knowledge and experience that helps us resolve your claim quickly and efficiently.

  • Our Australian and New Zealand claims teams work as one, aligned unit, with more people available to work on claims.
  • We've aligned the specialisation and technical expertise of our claims examiners to the line of business and complexity of loss of the claim, allowing each claim to be managed in a more efficient and proactive manner.
  • Specialist administration teams handle administration and support functions, so that our claims examiners can remain focused on the technical management of the claim.
  • Our team has access to increased capacity in the event of a catastrophe, and provides broking partners wih access to our most experienced claims experts for major losses.

We ensure that our enhanced claims handling processes and technology offer you peace of mind when you need it most. 

When you make a claim, it’s an opportunity to keep our promise to you. You can speak to your insurance broker, download a claim form, or contact us directly regarding your claim.

Our expert team will handle your claim efficiently and professionally, helping you to recover from your loss as quickly as possible.

When settling a claim, speed and accuracy is important. We tailor our approach to each claim, looking for the best way to move it toward resolution, as efficiently as possible. 

For all losses, when you make a claim with AIG, you have the advantage of dealing directly with the decision-maker, and you can rely on our team having authorised, specific knowledge and experience of local legislation and practice.

We strive to provide a high standard of service at all times. If you have a concern or complaint, we want to hear from you so that we have the opportunity to make it right. Please read our complaints procedure for more information about the process we follow when an official complaint is made.

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