Travel Pricing FAQs
Since July 2023 several attempts were made to contact impacted customers by email and by phone. We were not able to reach all impacted customers.
On 30 November we closed the refund program. In early December we will donate the unclaimed refunds to the Financial Counselling Foundation, a charitable trust established by the Insurance Council of Australia and the Department of Social Services to accept donations from industry and the public to advance financial counselling services.
If you are an impacted customer who received an email or phone call you can still obtain your refund after the closure of the refund program by contacting our Customer Service Team on 1800 009 925.
An internal pricing review of our AIG Travel Insurance products identified instances where some customers did not receive the applicable discount on extra premiums for optional extras when purchasing their policies. We are committed to providing refunds to all impacted customers.
AIGAL is currently contacting impacted customers by email. If you receive an email from us, please contact our Customer Service Team on 1800 009 925 as soon as possible to discuss how to receive your refund.
Once you contact our Customer Service Team on 1800 009 925 and provide the required information, your refund will be processed. Please allow up to 15 business days for your refund to be received. If you do not receive your refund within this timeframe, please contact us and we will investigate.
Initial email communication relating to our pricing review will be sent to impacted customers from email@example.com. Our Customer Service Team may also communicate with you after you have contacted us from firstname.lastname@example.org. Communication regarding our pricing review will also provide a link to this webpage for more information. We will include key policy information within the email communication so that you can verify when you purchased your travel insurance policy. AIGAL will not ask you to verify any personal or financial information via email and all information we require will be taken over the phone by our Customer Service Team.
This will be:
- the difference in premium due to the discount not being applied,
- credit card charges (if any) you incurred in paying that difference, and
- interest from the payment date(s) of the above until the date of this email being sent.
We will calculate the interest using rates prescribed for unpaid amounts under insurance contracts.
When you contact our Customer Service Team, you will also be asked about any credit card charges you may have incurred.
All refunds will be issued to impacted customers via a direct bank payment into your nominated account. In order to us to provide you with a refund you will need to contact our Customer Service Team on 1800 009 925. Our team will ask you to confirm your Policy Number, Full Name, Date of Birth (to verify your identify) and to provide your BSB and Account Number.
As our review period spanned multiple years you may have been incorrectly charged premium on optional extras selected for every travel insurance policy you purchased. We will send a separate email for all instances where an incorrect premium was paid. Each of the emails you receive will include your Policy Number that you will need to provide to our Customer Service Team when you contact us.
We will communicate with impacted customers via email in the first instance and also send reminder emails to those customers who have not contacted us. If you have been impacted and we have been unable to contact you via email we will make every attempt to contact you via phone if we have those details available.
If you now live overseas, please advise our Customer Service Team when you make contact and we will discuss how you can receive your refund.
All you need to do is contact our Customer Service Team and provide the required information. Once you have done so your refund will be issued within 15 business days.
Learning about your experience with us helps to improve the way we do business with you. If you have feedback, or an issue you would like resolved, we encourage you to make contact. Please visit aig.com.au/contact/complaints-handling for more information on how to lodge a complaint.