Before making a claim
You can contact us to find out if your insurance may cover a particular loss before you actually make a claim. If you then decide to formally lodge a claim, we will then fully assess and determine whether your loss is covered.
We will tell you about our claim process and what is required to make such a claim. If we have accepted a claim under our insured’s motor vehicle policy, we will inform you the next steps in the claim process and who to contact to find out more details about any claim you may make.
Making a Claim
We will acknowledge receipt of your claim and keep you informed of our claim process. Our claims examiner will review the information you have provided and determine if more information is required. If the claim is covered, we will also advise you about any excess amounts you have to cover or pay in relation to your claim or any waiting or no cover periods that need to finish before we start paying you under the policy.
To make an informed assessment of your claim and in order to support your claim, we might have additional questions or request for more information. In determining if your claim is covered under the terms of your policy, we will only consider relevant information and facts relating to the claim you have made. Therefore, the number of enquiries/requests made of you will be limited in nature and will only be for the purposes outlined above.
Assessing your Claim & Timeframes
You can expect our decision to be made within 10 business days of us receiving all the relevant information available.
If a decision cannot be made within 10 business days, we will inform you why and agree with you to a reasonable, alternate timetable. You will appreciate that some claims are more complex and as best we can only provide you with an indication of how long it will take to reach a decision. However, we undertake to ensure that a claim decision will be made no later than 4 months of receiving your claim.
Yes. If your claim is complex or is taking longer than expected, we will ensure a progress update is provided to you at least every 20 business days.
The claims assessment process remains the same and the involvement of these parties will not impact any of our claims investigation standards or any of the time limits and standards detailed in this FAQ. These external third parties will only be engaged when (i) they can assist us in assessing your claim: (ii) they have the appropriate expertise to provide the opinion we ask them for; and (iii) they can comply with the rules and regulations relevant to their area of expertise.
Use of Repairer
If we have selected and directly authorised a repairer to repair your damaged property, then we will accept responsibility for the quality of their work and the materials they use. Complaints about the repairer’s conduct, timeliness, quality of work or the materials they use will be handled under our Complaints process detailed in this FAQ below.
If we have selected and directly authorized a repairer and we are satisfied that the repair is not up to standard and requires remediation and because of that your routine is disrupted, we will try and reasonably ensure that such disruption is kept to a minimum by, for example, arranging for and covering the costs of a hire car or alternative accommodation over and above what may be provided for in your policy.
We will write to you and explain our reasons for declining/ or even partially declining your claim. We will also request you to provide us more information if you think this is relevant to the claim you have made which Upon receipt of such information we will then consider the impact of such additional information on our claims decision. In addition, when we reject a claim, we will also notify you of our claim dispute process and the right to take any dispute to the Australian Financial Claims Authority.
Our method of payment is via Electronic Funds Transfer (EFT). The EFT direct credit system transfers payments electronically into your nominated bank account. If this is not possible, we will arrange, with you, an alternative payment method.
If we offer a cash settlement under a home building policy, we will provide you with information to help you understand how they work and how decisions are made on cash settlements.
We encourage feedback on the experience you have had with AIG, positive or negative. Our complaints process is available to you should you be dissatisfied with our service, products or decisions. Your feedback helps us continuously improve. Complaints can be lodged at HERE or alternatively by contacting our Complaints Team at 1800 339 669
If you are in urgent financial need of the benefits you are entitled to under your policy, please let us know immediately. We will fast-track both our assessment of your claim and the process we follow to make a decision about your claim.
Our Customer Care team are here to provide additional support to our customers where it is needed, ensuring that we approach each enquiry with sensitivity and discretion. This may include supporting you in communicating with us, helping you apply for financial hardship assistance, or directing you to external support networks if appropriate. We encourage you contact our Customer Care team at firstname.lastname@example.org or telephone us on 1300 295 016 to talk to us about your situation. More information can be found on our Customer Care page.