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The AIG Australia Claims Philosophy and Service
The philosophy that guides AIG Australia in each and every claim settlement is using all the benefits associated with a global company and tailoring them to meet the individual claim service needs of all our customers.
We achieve claim service excellence through a dedicated team, which provides individual attention to all its customers whilst having enormous resources at their call through the many branches operated by AIG Australia globally.
Crucial to our success has been the ability of our Claims Team to make a genuine commitment to create practical service programs for all our customers by matching claims service to expectations, enhancing our response to feedback and implementing systems to deal with enquiries in a timely fashion.
Although our Claims Team handles 30,000 claims a year, every customer is given individual dedicated claims service. We believe the critical ingredients for the success of AIG Australia as a whole is our ability to manage claims on a personalised basis.
Our Company's product is claims management service. Crucial to our success to providing you with the best product in the marketplace, is our ability to effectively manage claims service initiatives to ensure they meet your high expectations by:
  • Registering your claim within twenty-four hours of receipt.
  • Assigning a Claims Examiner to assess your claim.
  • Acknowledging your claim by e-mail within twenty-four hours of receiving your electronic claim lodgement.
  • Paying a covered claim within ten working days of receiving your form and any necessary documentation.
  • Responding to all telephone enquiries within twenty-four hours and written correspondence within five working days.
  • Ensuring a decision maker is available to respond on need basis.
  • Enhancing our response to your feedback and implementing systems to quickly address your enquiries.
  • Working with you to utilise our internet technology to provide a faster easier service.