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 SA is committed to protecting the privacy of customers, claimants and other business contacts.
The types of Personal Information we may collect and why – Depending on our relationship with you, Personal Information collected may include: contact information, financial information and account details, credit reference and scoring information, sensitive information about health or medical conditions (collected with your consent where required by applicable law) as well as other Personal Information provided by you or that we obtain in connection with our relationship with you. Personal Information may be used for the following purposes:
- Insurance administration, e.g. communications, claims processing and payment
- Make assessments and decisions about the provision and terms of insurance and settlement of claims
- Assistance and advice on medical and travel matters
- Management of our business operations and IT infrastructure
- 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 and regulations outside your country of residence)
- Monitoring and recording of telephone calls for quality, training and security purposes
- Market research and analysis
Sharing of Personal Information - For the above purposes Personal Information may be shared with our group companies and third parties (such as brokers and other insurance 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 laws or regulations. Personal Information (including details of injuries) may be recorded on claims registers shared with other insurers. We are required to register all third party claims for compensation relating to bodily injury to workers’ compensation boards. We may search these registers to prevent, detect and investigate fraud or to validate your claims history or that of any other person or property likely to be involved in the policy or claim. Personal Information may be shared with prospective purchasers and purchasers, and transferred upon a sale of our company or transfer of business assets.
Security of Personal Information – Appropriate technical and physical security measures are used to keep your Personal Information safe and secure. When we provide Personal Information to a third party (including our service providers) or engage a third party to collect Personal Information on our behalf, the third party will be selected carefully and required to use appropriate security measures.
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 everyone’s 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 2084908 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.