Frequently Asked Questions

All our policies are monthly renewable and can be cancelled at any time by using any of the following options:

AIGDirect.queries@aig.com or in writing to AIG UK, The AIG Building, 2-8 Altyre Road, Croydon CR2 2LG or by calling Customer Services on 020 8662 8184. Our lines are open from 8.30am to 5.30pm Monday to Friday.

Yes, please be assured that any insured person residing in residential care would be still be eligible to submit a valid claim should they require the protection of the insurance.

Beneficiaries do not apply to our types of policies nor does putting a policy in trust.

We would require a Death Certificate of the deceased insured. This can be sent by email as a pdf or a scanned copy attachment to AIGDirect.queries@aig.com or you can send the original in the post to The AIG Building, 6th Floor, 2-8 Altyre Road, Croydon, CR9 2LG, which will be returned to you by recorded delivery within 5 working days of receipt.

Yes, there are no age restrictions – however, once an insured reaches the age of 75 benefits reduce by one third for said insured person.

Please note that the Cancer Care Plan has an upper age limit of age 70.

Change of name – We would require a Legal Document that provides proof of the change of name. This can be sent by email as a pdf or scanned copy attachment to AIGDirect.queries@aig.com or alternatively you can send the original by post to The AIG Building, 6th Floor, 2-8 Altyre Road, Croydon, CR9 2LG which will be returned to you by recorded delivery within 5 working days of receipt.

Change of address - You can email your new address to AIGDirect.queries@aig.com or you can send by post to The AIG Building, 6th Floor, 2-8 Altyre Road, Croydon, CR9 2LG or call Customer Services on 0208 662 8184 lines open 8.30am to 5.30pm Monday to Friday.

Change of bank details – You can email your bank details to AIGDirect.queries@aig.com or you can send by post to The AIG Building, 6th Floor, 2-8 Altyre Road, Croydon, CR9 2LG or call Customer Services on 0208 662 8184 lines open 8.30am to 5.30pm Monday to Friday .

Reinstate policy – firstly please contact your bank to reinstate the Direct Debit, and then call Customer Services to reinstate your policy on 0208 662 8184. Our lines are open from 8.30am to 5.30pm Monday to Friday.

Please note should there have been a missed premium, please call Customer Services on 020 8662 8184 where a Customer Service Representative can take payment over the telephone or if preferred please send a cheque or postal order, made payable to American International Group UK Limited.

Cancellations can be accepted by email  AIGDirect.queries@aig.com or by witing to AIG UK, The AIG Building, 2-8 Altyre Road, Croydon CR2 2LG or over the telephone by calling Customer Services on 0208 662 8184. Our lines are open from 8.30am to 5.30pm Monday to Friday.

Premiums are paid via a monthly direct debit and are due on 2nd of each month or immediately after under the name of AIG UK.

Due to the nature of our policies, there is no surrender or cash in value at any specified point.

You can email your request to AIGDirect.queries@aig.com or write to The AIG Building, 6th Floor, 2-8 Altyre Road, Croydon, CR9 2LG or by calling Customer Services on 0208 662 8184. Our lines are open from 8.30am to 5.30pm Monday to Friday.

Under the terms and conditions of our policies, we are unable to insure customers living abroad for longer for longer than 180 consecutive days.

In all circumstances, we require either a signed Letter of Authority from the Insured or Power of Attorney (where applicable). This can be sent by email as a pdf or scanned copy attachment to AIGDirect.queries@aig.com or you can send the original by post to The AIG Building, 6th Floor, 2-8 Altyre Road, Croydon, CR9 2LG which will be returned to you by recorded delivery within 5 working days of receipt.

All insureds can continue to receive benefits under our plans even if they no longer live at same address providing, they do not live overseas for longer than 180 consecutive days.

We believe you deserve courteous, fair, and prompt service. If there is any occasion when our service does not meet your expectations please contact us using the appropriate contact details below, providing the Policy/Claim Number and the name of the Policyholder/Insured Person to help us deal with your comments quickly.

Claims related complaints:

Write to: Claims Manager, AIG Direct, The AIG Building, 2-8 Altyre Road, Croydon CR9 2LG.

Call: +44 (0)20 8662 8101

Email: aigdirect.claims@aig.com

Online: https://www.aig.co.uk/your-feedback

Lines are open 9:00am to 5:00pm (excluding public holidays)

All other complaints:

Write to: AIG Direct, The AIG Building, 2-8 Altyre Road, Croydon CR9 2LG

Call: +44 (0) 20 8662 8184

Email: AIGDirect.Queries@AIG.com

Online: https://www.aig.co.uk/your-feedback

Lines are open Monday to Friday 9.15am – 5pm, excluding public holidays. Calls may be recorded for quality, training, and monitoring purposes.

We operate a comprehensive complaint process and will do our best to resolve any issue you may have as quickly as possible. On occasions however, we may require up to 8 weeks to provide you with a resolution. We will send you information outlining this process whilst keeping you informed of our progress.

If we are unable to resolve your concerns within 8 weeks, you may be entitled to refer the complaint to the Financial Ombudsman Service. We will provide full details of how to do this when we provide our final response letter addressing the issues raised.

Please note that the Financial Ombudsman Service may not be able to consider a complaint if you have not provided us with the opportunity to resolve it.

The Financial Ombudsman Service can be contacted at:

Write to: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Call: 0800 023 4567 or 0300 123 9 123

Email: complaint.info@financial-ombudsman.org.uk

Online: www.financial-ombudsman.org.uk

Following this complaint procedure does not affect your rights to take legal action.