AIG Europe S.A. Claims Handling Procedure
We aim to provide you with the best possible service in respect of your claim.
Our job is to help you finalise your claim as quickly as possible, regardless of whether you are a AIG customer or a Third Party availing of our services. We would greatly appreciate your assistance by sending us any information or documentation we may require to bring the matter to an early conclusion. If we need further information or clarification to process your claim, we will let you know at the earliest opportunity.
AIG Europe S.A. is committed to protecting the privacy of customers, claimants and other business contacts. “Personal Information” identifies and relates to you or other individuals (e.g. your dependants). By providing Personal Information you give permission for its use as described below. If you provide Personal Information about another individual, you confirm that you are authorised to provide it for use as described below.
Depending on our relationship with you, Personal Information collected may include: identification and contact information, payment card and bank account, credit reference and scoring information, sensitive information about health or medical condition, and other Personal Information provided by you. Personal Information may be used for the following purposes:
- Insurance administration, e.g. communications, claims processing and payment
- Decision-making on provision of insurance cover and payment plan eligibility
- Assistance and advice on medical and travel matters
- Management and audit of our business operations
- Prevention, detection and investigation of crime, e.g. fraud and money laundering
- Establishment and defence of legal rights
- Legal and regulatory compliance, including compliance with laws outside your country of residence
- Monitoring and recording of telephone calls for quality, training and security purposes
- Marketing, market research and analysis
To opt-out of marketing communications contact us by e-mail at: email@example.com or by writing to: Customer Service Team, AIG Europe S.A., Ireland Branch, 30 North Wall Quay, International Financial Services Centre, Dublin 1. If you opt-out we may still send you other important communications, e.g. communications relating to administration of your insurance policy or claim.
Sharing of Personal Information - For the above purposes Personal Information may be shared with our group companies, brokers and other distribution parties, insurers and reinsurers, credit reference agencies, healthcare professionals and other service providers. Personal Information will be shared with other third parties (including government authorities) if required by law. Personal information (including details of injuries) may be recorded on claims registers (i.e. InsuranceLink, and Claims and Underwriting Exchange (CUE), and shared with other insurers. We may search these registers to detect and prevent fraud. Details on how Insurance Link operates can be found at inslink.ie and CUE at cuecheck.com. Personal Information may also be shared with prospective purchasers and purchasers, and transferred upon a sale of our company or transfer of business assets.
International transfer - Due to the global nature of our business Personal Information may be transferred to parties located in other countries, including the United States and other countries with different data protection laws than in your country of residence.
Security and retention of Personal Information – Appropriate legal and security measures are used to protect Personal Information. Our service providers are also selected carefully and required to use appropriate protective measures. Personal information will be retained for the period necessary to fulfil the purposes described above.
In a situation where we need to engage the services of a loss adjuster or expert appraiser to assist in the settlement of the claim, contact information will be given to you. We believe that all advisers appointed by AIG act in a professional, efficient and impartial way. You can, if you wish retain your own qualified appraiser to advise you separately at your own cost.
If your claim involves third party damage and/or injury, we would welcome an opportunity to discuss the matter directly with you or your representative, as it may be possible to resolve the matter quickly. We believe it is in everyones’ interest to settle claims as soon as possible if no issue arises in relation to liability.
If your claim qualifies for consideration by the Injuries Board, you or your representatives have the option to continue dealing with us directly or to engage with the Injuries Board. Details of how the Board works can be found at piab.ie. You can also contact the Board at (LoCall) 0818 829 121 or write to them at P.O Box 8, Clonakilty, Co. Cork. Please visit the Guide for Personal Injury Claimants if you wish to make a claim for personal injuries. Alternatively, you can contact your Claims Adviser who will explain the process, and send you a copy of the Guidelines if requested or you can telephone +353 1 2081400 and ask to speak to a member of the Complex Claims Handling Team.
If you are a customer we will keep you advised of all relevant developments during the life of the claim, but if for any reason you require an immediate update, please contact your broker, agent or nominated Claims Adviser. It is important to remember that if you are a customer of AIG, any claim paid under the policy may affect future insurance contracts of this type. For further information in this regard, please contact your broker or agent.
If our service has not met your expectations we ask that you bring the matter to the attention of your AIG Adviser in the first instance. If the issue is not resolved to your satisfaction, please contact the Claims Manager at +353 1 2081400, or alternatively the Complaints Officer at +353 1 2084916 or via email at firstname.lastname@example.org. We will investigate the matter promptly and explain the options available to you if you are not satisfied with our response.