Going beyond the claim

Sometimes, your clients and their families will need help that goes beyond financial support - and we understand that. At AIG, our protection insurance is about more than money.

Support when it's needed most

You can rely on our customer claim support to get your clients, employees and their families the help they need. We do more than simply pay out claims - we work to make those difficult times a little easier.

From helping pay for life’s unexpected expenses to getting a second medical opinion, we go beyond the claim.

By recommending AIG, you give your clients our ongoing support.

The support available is different for individual, business protection, or employee benefit policies.

AIG’s Customer claim support includes:

Finding money for a funeral can be difficult.

Once a claim is approved we ease the worry by paying up to £10,000 of your client’s claim in advance towards the costs of a funeral. This can even be paid directly to a funeral company.

Our flexible approach gives your clients’ families help before all paperwork is finalised.

This service is not available for employee benefits policies.

Our Claims Support Fund is a discretionary fund which provides your client with up to £300 to pay for services that support the person covered or their family in the event of a claim.

This is available to clients who have made a claim for life, critical illness, terminal illness, children’s critical illness, care cover claims, total permanent disability or total disability.

This can be used to ease the pressure on costs such as:

  • Travel and parking costs when visiting a hospital for treatment or appointments
  • Bereavement counselling
  • Mastectomy bras
  • Wigs to cover hair loss after cancer treatment
  • Hiring a cleaner after an operation
  • Childcare costs during treatment or recovery
  • Overnight stays in a hotel if the hospital isn’t nearby
  • Physiotherapy
  • Medical alert bracelets
  • Vocational courses to help manage a condition in the workplace


There’s no limit to what the Claims Support Fund can be used for. We’re always happy to hear about the different ways we can solve your client’s unique needs.

This fund is available in addition to your client’s cover, and won’t be deducted from their claim payment. Please note that if we pay towards these support services, this doesn‘t mean we’ll definitely approve a claim.

Just like our Funeral Pledge, we provide funds while we’re still processing the claim. We avoid unnecessary paperwork delays, giving your client practical support when they need it most.

This service is not available for employee benefits policies.

We include Best Doctors for all your clients who purchase any AIG Life Individual or Business Protection policy.

Best Doctors gives your clients access to invaluable second opinions from medical experts, helping your customers and their immediate family get the right diagnosis, treatment and care.

Best Doctors can advise on everything from minor surgery to major health concerns, like cancer and heart disease. The service can even look at pre-existing conditions too.

We don’t stop caring when cover ends. We continue to give critical illness customers access to the service for three years after a claim. This service is not available for employee benefits policies

Best Doctors is a non-contractual benefit which can be withdrawn at any time without notice.

By taking out life insurance, your clients have already ensured that their loved ones will be protected financially should the worst happen. But we know that parents support their families in more ways than just pounds and pence. Losing a parent is one of the toughest things a child will ever go through. And financial support alone won’t help them.

That’s why we’ve partnered with Winston’s Wish – one of the UK’s leading child bereavement charities.

Winston’s Wish helps children who’ve lost a parent or sibling by listening to their grief, acting when they’re needed and knowing what to say when it’s time to talk.

Winston's Wish is a national charity that is accessible to anyone regardless of their insurance policy. The service is available even if a policy ends.

Valued at £43 a month1, Smart Health is powered by the experts at Teladoc Health, who provide industry-leading care in over 175 countries worldwide. It gives all AIG customers unlimited, 24/7 access to an online or phone-based GP service, mental health support, a health check, tailored fitness and nutrition plans and expert second medical opinions from Best Doctors® – all at no additional cost. Partners and any children up to the age of 21 can take advantage too.

All services can be accessed via the website – suitable for smartphones, tablets and desktop. The Smart Health App grants access to the UK-registered GP on the go. To get started, your clients need to open the app, create a profile, and enter their details (including their policy number).

Facing a new diagnosis isn’t easy, so we work with RedArc to make sure every employee has a dedicated nurse at the other end of the phone. Whether it’s practical advice or emotional support, they’ll be there for anything they need. The care is also there for the whole family, helping them cope with the impacts of a critical illness too.

This service is not available for any policies other than Group Critical Illness.

LifeWorks is an Employee Assistance Programme that not only offers best-in-class practical and emotional support for employees, it also gives them and their employers a chance to personalise the experience. And from this familiar space they can then explore the other features it has to offer.

They can use it to access a number of face-to-face counselling sessions and a library of wellbeing articles, through either their smartphones or the web. It also offers work-life support in areas such as legal, financial, education and childcare, with the option to add-on everyday support in the form of discounts and cashback.

There are two options employers can choose from, to make sure they’re offering the best they can to help their employees stay in control of their health.

Our approach to managing absence is based on the thinking that the earlier the intervention, the better the outcome. We provide employers with a vocational rehabilitation programme, designed to help employees get back on their feet and into work when they’re ready. Provided by our partner, Proclaim Care, this independent and impartial service works to create a realistic return-to-work plan tailored to the individual employee.

Whether it’s support, advice, treatment or guidance, rehabilitation specialists are on hand to help – not to mention they’re all qualified medical professionals. So rest assured, all employees are in good hands. Together, we’ll do what we can to help them get back to being their best.

This service is not available for any policies other than Group Income Protection.

Vocational rehabilitation guide

Our interactive guide answers FAQs employers may have about vocational rehab, and explains more about the benefits this service has to offer.

Useful links

We’ll always help whenever we can. But sometimes other organisations and charities can help even more.

We recommend the below websites as useful resources for dealing with the difficult scenarios you may be claiming for.

Funerals, probate and bereavement

Arranging a funeral

Some useful information on how to arrange a funeral, from the gov.uk website.

Paying for a funeral

Useful information on paying for a funeral, from the Money Advice Service.

Understanding probate

A government guide, to help you understand how probate works.

Bereavement support

Visit Cruse Bereavement Care for help and support.

General and illness support

Help and advice

A range of help and advice from Citizens Advice.

Talking to someone

Details and contact information from the Samaritans.

Help for cancer sufferers

Information and help, from Macmillan Cancer Support.

Support for terminal illness

Get help and information from Marie Curie.