Financial Services Guide

AIG Australia Limited (AIG) ABN 93 004 727 753 AFS Licence No.381686 Level 13, 717 Bourke Street, Docklands VIC 3008 is authorised to Deal (including issue) and Advise in relation to general insurance products, including travel insurance and sickness and accident insurance products. AIG is the provider of the financial services related to the general insurance products mentioned in this FSG. We may provide the financial services to you via our call centre, or through other qualified employees or our authorised representatives. When you acquire an insurance policy from AIG we are bound by the terms and conditions of the policy.

You need to inform us of your personal objectives and needs as well as provide us with any relevant information, so that we can provide you with the most appropriate advice possible for the range of products that we offer. If we provide you with personal advice you should read the information contained in the SoA carefully before making any decision relating to a financial product/s.

You should be aware that typically our employees provide you with general advice only in relation to general insurance products. In circumstances where you only receive general advice this may not be suitable for your personal needs and objectives. You need to consider the appropriateness of the general advice, in light of your objectives or needs before acting on the advice. Where we have told you that we have only provided you with general advice, you will not be given a SoA.

You should also read a copy of the PDS or policy wording for the product discussed before making any decision about whether to acquire the product.

In most instances instructions should be provided to us through your insurance intermediary. Where we have issued the product directly to you, you may contact us directly. You can specify how you would like to give us instructions. For example:

• in writing
• telephone
• fax
• e-mail

Our staff are remunerated by way of:

• Salary.
• Performance related incentives or bonuses provided by us.

The above remuneration information will also be disclosed to you in the SoA where an SoA is provided to you.

We are committed to handling any complaints about our products or services efficiently and fairly. If you have a complaint:

1. Contact your insurance intermediary and they may raise it with us, or, contact us directly on our dedicated complaints line- 1800 339 669 if we have issued the product directly to you.
   
   
2. If your complaint is not satisfactorily resolved you may request that your matter be reviewed by management, by writing to:
   The Compliance Manager 
   AIG 
   Level 13, 717 Bourke Street,
   Docklands VIC 3008
   
   
3. If you are still unhappy, you may request that the matter be reviewed by our Internal Dispute Resolution Committee (“Committee”). We will respond to you with the Committee’s findings within 15 working days.
   
   
4. 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 AFCA's rules, 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.