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Feedback & Complaints

At AIG Europe Limited in the 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, AIG Europe 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
Online: http://www.aig.co.uk/your-feedback

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.

Related Documents

Provide Feedback online

retail worker

You can register your feedback or complaints 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.

Provide feedback now >  

 

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.

Treating Customers Fairly

What is Treating Customers Fairly?
 
Officially, a UK firm “must pay due regard to the interests of its customers and must treat them fairly.” For us, this is not a regulatory, tick-the-box exercise – it is at the heart of who we are.

We recognise that we must continue to ensure TCF is integral to our products, our service and our operations and that, to treat our customers fairly, we need to:   

  • Provide a professional service
  • Sell customers products that fit their needs
  • Ensure no claims are unreasonably rejected

In order for this to be fully understood throughout the UK business, we provide TCF and customer conduct training for all our staff on an annual basis using our regulatory e-learning programme. Additionally, in October 2008 we appointed a TCF Committee to provide governance of our TCF policy and to actively support our front line managers in ensuring TCF is embedded throughout the business.   

Other key milestones in our TCF journey have included  
 

  • Ensuring Management Functions, Roles & Responsibilities reflect customer focus
  • Requiring all relevant staff to have customer focus objectives as part of our annual performance review processes
  • Ensuring the production of detailed TCF and customer conduct management information is a business as usual practice

The UK TCF Committee reviews this management information on a regular basis to identify and drive through any remedial actions, best practice and policy.  

Taking our 3 core TCF values in turn, our response can be summarised as follows:

Professional Service:
    
TCF is embedded in our policies and processes and is central to our culture
Customer focus accountabilities are included in role profiles of relevant staff
All relevant staff are given specific customer focus goals/objectives
All relevant staff receive TCF and customer conduct training

Suitable Products:  

Product development forums have been established to review all new and certain updated products prior to launch to ensure, amongst other things, they are consistent with TCF and customer conduct principles.

Our financial promotions policy also ensures our marketing and sales materials:

  • Are clear, fair and not misleading;
  • Support our TCF policy; and
  • Comply with corporate standards and relevant product and distribution policies

The procedures cover:

  • Approval and sign-off of financial promotions
  • Timely review of existing promotions
  • Management of the withdrawal of expired financial promotion
     

Claims are not unreasonably rejected

We meet this requirement by ensuring:

  • Customers do not face unreasonable costs or complex procedures when making a claim
  • We provide customers with clear information & provide periodic updates during the claims process
    We provide a clear explanation for the rejection or partial settlement of a claim
  • We handle claims fairly and promptly with due regard to all of the circumstances
  • We consider and apply relevant guidance from the Financial Conduct Authority and the Financial Ombudsman Service
  • We pay claims promptly once liability has been accepted

 
Looking to the future

We continue to refine the policy and best practice around TCF and customer conduct and to review and act on the relevant management information.

Above all, at the heart of everything we do, lays an unshakeable commitment to honesty, fairness and respect.

Download a copy of the Treating Customers Fairly statement >