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Complaints & Feedback

Customer Feedback Form

You can register your feedback or complaint with us online.

On receipt we will ensure your concerns are forwarded to the correct department to respond in line with the procedures described on this page.

At AIG UK, we believe that you deserve to be treated in a courteous, fair and prompt manner. Our goal is to provide an excellent service to all of our customers and clients.

If there is ever an occasion when you feel let down then please let us know immediately as we really value your feedback. AIG takes all customer complaints seriously. In the first instance you can share your concerns with the department you have been dealing with. They will aim to resolve the situation and will be happy to call you straight back if you are worried about the cost of calling.

To support us to fully investigate your concerns we will require the following information:

  • Your name and address
  • A daytime contact number and a preferred time you wish to be contacted
  • Details of your concerns, including the type of insurance policy you have, a policy number or any other reference we have provided
  • Copies of correspondence you have received in relation to your concerns
  • Details of how you would like your concerns resolved.

If your complaint requires a more detailed investigation then it will be escalated to our Customer Relations Unit who can be contacted as follows:

Write: Customer Relations, American International Group UK Limited, The AIG Building, 2-8 Altyre Road, Croydon CR9 2LG
Call: 0800 012 1301 or +44 20 8649 6666 if calling from overseas
Email: uk.customer.relations@aig.com

A copy of our internal complaint procedure showing how we will deal with your concerns can be found here.

Alternatively, you can provide feedback online by clicking here. On receipt we will ensure your concerns are forwarded to the correct department to respond in line with our complaint procedure.

AIG is committed to transparency and publish details of the complaints that we report to our regulator the Financial Conduct Authority (FCA).  We recognise that complaint data is a very valuable source of information.  We continually monitor complaint data to see where we can improve the quality of service to our customers, including developing products to suit their needs, and importantly that we “learn from our mistakes”.  You can find a copy of our recently submitted complaint data to the FCA here.

We also work closely with the Financial Ombudsman Service (the Ombudsman) and review all decisions made by their offices. The volume of complaints submitted to the Ombudsman and the outcomes can be found here. More information about the Ombudsman can be found at www.financial-ombudsman.org.uk

If you wish to complain about an insurance policy purchased online you may be able to use the European Commission’s Online Dispute Resolution platform, which can be found at http://ec.europa.eu/consumers/odr/

We are grateful for any feedback you provide and hope we are able to resolve any concerns you may have to your satisfaction.

Reporting Misconduct (‘Whistleblowing’)

If you are aware of wrongdoing committed by somebody at AIG, you may wish to disclose this for investigation. For example, you may know about alleged fraudulent activities or other possible unlawful acts, such as failures to comply with legal obligations, or risks to the health and safety of individuals.

 

To assist you to “blow the whistle” about potential misconduct or illegal acts, AIG has set up the AIG Compliance Helpline to enable individuals (including AIG’s employees, customers, business partners and service providers) to report either by telephone or using a website.

 

More about the AIG Compliance Helpline and contact details can be found here.