Customer Q&As

 

None of us have known a time quite like this. We want to make sure that you have all the information you need at this time, whether it comes to your insurance policy or keeping yourself safe and well. On this page, we’ve answered a number of frequently asked questions. We’ll be keeping this page updated with the latest information, but don’t hesitate to get in touch with our team if there’s anything we can do to help you.

We know that, due to the coronavirus pandemic, many customers may be facing financial hardship and are looking at ways to reduce their monthly outgoings. AIG Life is here to help our customers who are experiencing temporary financial difficulties and have two solutions available:

  • A premium deferral option
  • A flexible policy request

Premium Deferral

Our policies, as standard, offer a 30-day deferral period. This means if a customer is unable to make a payment on time, provided they can make payment by the time their next premium is due, then their policy will remain inforce and unaffected by the late payment.

This could mean, however, that a customer ends up paying a double premium next time round. As an example, a customer is unable to pay their £50.00 premium due 1st June so requests a deferral for up to 30 days. This means, on the 1st July, we will collect both the missed June premium and the July premium now due – collecting £100 in total.

Customers wishing to request a premium deferral should get in touch with our customer service team. Our contact number is 0345 600 6820, and lines are open Monday-Thursday from 9.00am – 6.00pm, or Friday 9.00am – 5.30pm, except UK bank holidays.

A premium deferral can be requested at any time throughout the duration of the policy and no proof of financial hardship is required. 

Who is eligible for the premium deferral option?

This information applies to individual protection products, life insurance, critical illness and income protection insurance and business protection policyholders. Information also applies to of those who have an AIG Life policy purchased through one of our partners excluding Habito, British Seniors, YuLife and PAX Life.

Flexible Policy Request Q&As

Our flexible policy request enables individual protection customers to reduce their premium for six months and continue to be insured, but at a lower level of cover. At the end of the six-month period, the premium, and sum assured or monthly benefit, will automatically return to the previous levels immediately prior to this change being made, without underwriting or completion of any medical questions. It means our customers can reduce their monthly outgoings and remain covered for an extended period while they are experiencing financial hardship.

Why are you doing this?

We are receiving calls from many customers facing financial hardship, who are looking for ways to reduce their monthly outgoings. Whilst our policies offer a 30-day deferral period as standard, in the current environment this may not benefit all customers that are experiencing temporary financial difficulties. The policy flexibility we are offering enables customers to request a reduction to their premium for six months. We want to provide flexibility for an extended amount of time that could reasonably make a difference for our customers given the uncertainty created by the coronavirus pandemic, and we are conscious that our standard 30-day deferral period may not be enough to alleviate the financial hardship customers could be facing.

How long can I reduce my premiums for?

Monthly premiums can be reduced for six months, providing the customer self-certifies financial hardship and meets our terms and conditions.

Who is eligible?

Customers who have an individual life insurance, critical illness or income protection policy, or a business protection policy and have paid at least one premium, and who are currently facing financial hardship due to the coronavirus pandemic may be eligible to reduce their premium for six months.

Customers who have purchased an AIG Life policy through one of our partners are also eligible, excluding those who have purchased a policy through Habito, British Seniors, YuLife and PAX Life.

Please contact us or see our Terms and Conditions for more information.

Is this just for customers who have insurance to cover their mortgage?

No. We are receiving calls from many customers facing financial hardship and looking for ways to reduce their monthly outgoings. We are able to offer two options; our standard 30-day premium deferral or a flexible policy request which enables individual protection customers to reduce their monthly premium for six months and continue to be insured, albeit at a lower level of cover.

How do I know how much to reduce my cover by?

AIG Life are able to provide generic information on the options available to customers at this time and provide quotations on revised premiums or benefits. We are not, however, able to advise customers about how much they can reduce their cover by. For advice, customers should refer back to their original selling adviser, or seek independent financial advice.

What is the minimum premium I can pay?

Typically, five pounds is the minimum premium most customers can pay. For some customers, it will be the lowest premium possible that does not breach the minimum sum assured limits for the specific product they have with us. Customers can ring us to discuss their individual needs. Our contact number is 0345 600 6820, and lines are open Monday-Thursday from 9.00am – 6.00pm, or Friday 9.00am – 5.30pm, except UK bank holidays.

Is there a charge for reducing my premium?

No. There is no charge for making use of this policy flexibility.

I want to reduce my premium, what do I do?

Customers should get in touch with our customer service team. Our contact number is 0345 600 6820, and lines are open Monday-Thursday from 9.00am – 6.00pm, or Friday 9.00am – 5.30pm, except UK bank holidays.

It is important that customers speak to us so that we can explain in full how the lower monthly premium affects their sum assured or monthly benefit and any claim made during the six months. We will also explain what they need to do next.

Do you require any evidence to support financial hardship before you will allow me to reduce my premium?

The premium flexibility we are announcing today is to help customers who are facing unexpected financial hardship. To be eligible for a premium reduction, a customer must be able to answer yes to at least one of the following questions.

For personal protection customers:

Because of, or due to, the coronavirus pandemic;

  • Has your income reduced?
  • Has your spouse or partner had a reduction in income?
  • Are you claiming Jobseekers Allowance, Employment and Support Allowance or Universal Credit; or in the process of claiming?
  • Do you live in rented accommodation and have stopped paying rent or are you claiming a mortgage payment holiday?

For business protection customers:

Because of, or due to, the coronavirus pandemic;

  • Has your business income reduced?
Can I lower my premium if I am still working?

Yes. Provided customers can self-certify financial hardship by answering yes to one of the four personal protection related questions above, they may be eligible for a premium reduction.

Can I lower my premium if I have been furloughed?

Yes. Provided customers can self-certify financial hardship by answering yes to one of the four personal protection related questions above, they may be eligible for a premium reduction.

I have business protection insurance with you can I lower my premiums?

Yes. Provided customers can self-certify financial hardship by answering yes to the business protection related question above, they may be eligible for a premium reduction.

Do I have to provide any documentation before you will reduce my premium?

No. When customers telephone and speak to us, they will be asked to self-certify financial hardship and to agree to the list of supplemental terms and conditions linked to this flexible policy option, including their understanding that their sum assured or monthly benefit will be decreasing.

Do I have to provide evidence of financial hardship each month for six months?

No. Customer self-certification as to financial hardship is required at outset only.

When will the premium/sum assured change from?

Once we have agreed the request, the sum assured or monthly benefit, and premium will change from the date the next premium is due, provided we have ten days to process the change and amend the direct debit. We’ll email customers with confirmation that the request has been accepted, together with the premium and monthly benefit, which should be kept with Cover Details in case there is a need to claim. After six months, the sum assured or monthly benefit, and their premium will return back to the levels they were immediately prior to effecting the flexible option under their policy.

I’m already on the minimum premium for my cover, what can I do?

We know that some of our customers already pay the minimum premium and we regret that we cannot offer a further reduction. The premium does still include unlimited access, for the policyholder and their family, to our 24/7 virtual GP service as well as the five other services of Smart Health from AIG Life.

My sum assured is linked to my mortgage debt. What can I do?

Customers can reduce their monthly insurance premium for a maximum of six months. However, this means that the mortgage loan they previously protected may not be covered in full during this time. The premium and sum assured or monthly benefit will automatically return back to the previous levels immediately prior to the change being made at the end of the six months.

For advice on the implications of reducing their premium, customers should refer back to their original selling adviser, or seek independent financial advice.

Can I reduce the cover/premium more than once?

The policy flexibility we are offering only allows customers to reduce cover once, and then increase again once.

Can I change my mind after I’ve spoken to you?

Yes. Customers have the right to change their mind within 14 days after receipt of the confirmation that the flexible policy request has been implemented. The easiest way to do this is to call us on 0345 600 6820, and lines are open Monday-Thursday from 9.00am – 6.00pm, or Friday 9.00am – 5.30pm, except UK bank holidays.

Do I have to pay back premiums at the end?

No. The sum assured or monthly benefit reduces while the premium levels are lower so there is nothing to repay. This differs from our standard 30-day deferral options, whereby any missed premiums that have been deferred would need to be paid back.

Can I keep a lower premium level at the end of six months?

Yes. If customers decide they want to pay a lower premium at the end of six months then they should call us to make this change. They can decide the lower premium they want to pay (this could be more than the minimum they have been paying) and we will adjust the sum assured or monthly benefit to their new level of cover.

Is there a closing date for requests to be made?

Customers can take advantage of the flexibility any time during the next six months. Requests cannot be made on or after 30th October 2020. AIG Life has the right to withdraw the flexible policy requests option at any time.

How will I know when my premium is going back up?

Premiums will automatically go back up at the end of the six months. We will contact customers two to four weeks in advance to let them know.

Can I choose a different premium level/sum assured at the end of the six months?

Yes. At the end of six months, a customer’s premium, and sum assured or monthly benefit, will automatically return to the levels they were immediately prior to effecting the flexible option under their policy, unless they notify us otherwise. They can choose an alternate lower premium/sum assured/monthly benefit at that time which will then become their new cover. They can also request to increase the sum assured at the end of six months. This will treated like a new application and may require further information including a doctor’s report.

What if I want to increase the sum insured or monthly benefit back before the end of six months?

Customers can increase back to the original sum insured or monthly benefit, or anything in between, before the end of the six month period. This will require the customer to answer some health questions to confirm their health has not changed.

What if I need to declare my health has changed?

If a customer’s health has changed during the six months, the sum assured or monthly benefit and premium will be retained at the lower level until the automatic increase at the end of the six month period.

What if I need to claim during the six months my cover/premium is lower?

For life insurance and critical illness claims, the amount payable is dependent on the sum assured at the date of the event (death or critical illness). If a claim is made whilst a customer is paying a reduced premium, the amount paid out will be based on the reduced sum assured.

For Family Income Benefit, if a claim is agreed, it will be paid out at the lower monthly benefit agreed for the entirety of the claim, not just the period whilst premiums are reduced.

For income protection, the monthly benefit will be reduced for claims resulting from incapacity occurring during the six months, and will continue at that level for the total duration of the claim. If the six month period ends before the end of the deferred period, the premium will return to the amount it was before the six month period - but the benefit for the claim made will be at the reduced amount.

Individual Protection Q&As

Individual Protection

We know many of you will have questions about your insurance. Here we answer some of your questions about your insurance policy:

  • Income protection frequently asked questions
  • Life and critical illness frequently asked questions

For the latest information about coronavirus we encourage you to visit the government’s official website.

Income protection frequently asked questions

Are you accepting new applications for income protection insurance?

Yes, AIG Life remains open for business and we continue to help meet the needs of customers with both in-force and new business. A customer can apply for income protection in the UK. When they do, they should answer all application questions honestly and accurately, to the best of their knowledge and belief.

Can I claim on my income protection policy if I’m self-isolating or quarantined?

Income protection is paid subject to the illness continuing beyond our defined deferred (waiting) period – which is a minimum of 4 weeks but can be up to 52 weeks. If after a period of quarantine an illness develops and goes beyond the deferred (waiting) period, we will consider a claim. All claims will be based on whether you meet the definition of disability in your policy. We would not expect coronavirus to be an extended illness in the vast majority of cases.

Can I claim on my income protection policy if I am diagnosed with coronavirus and can’t go to work?

A diagnosis of coronavirus will be considered under an income protection policy. AIG Life policies are written with a minimum deferred (waiting) period of four weeks but payments can be deferred up to one year after you stop work depending on the terms of your policy. Payments are also dependent on you satisfying occupation definitions specific to your policy wording.

Will you pay out if someone has not contracted the coronavirus but for whatever reason, they are not currently working (e.g. due to temporary or permanent closure of a business)?

No. Income protection policies pay out when you are unable to work due to illness. Your income protection insurance with AIG is not a form of accident, sickness and unemployment benefit, which typically pays if a person is made redundant.

What should I do if I can’t afford my insurance because I’ve lost my job?

Customers have the option to reduce their premium for six months and continue to be insured, but at a lower level of cover via a Flexible Policy Request – see more information at the top of this page under ‘Flexible Policy Request Q&As’.

Will new policies have coronavirus exclusions?

We have no plans to introduce exclusions related to coronavirus and we have no plans to stop customers applying for income protection at this time.

Life and critical illness frequently asked questions

Will you insure someone who has been diagnosed with coronavirus or suffering from associated symptoms?

If a new customer who has been diagnosed with coronavirus or had symptoms suggestive of coronavirus applies to AIG Life to buy insurance we would be unable to offer cover until one month after symptoms have resolved.

Is coronavirus considered a critical illness?

No. The virus is not a named critical illness and therefore would not be a valid reason for claim under our Critical Illness policy.

Are you introducing any exclusions related to coronavirus?

AIG Life has no plans to introduce exclusions related to Coronavirus on its UK policies and have no plans to stop customers applying for life insurance or critical illness insurance at this time.

What should I do if I can’t afford my insurance because I’ve lost my job?

Customers have the option to reduce their premium for six months and continue to be insured, but at a lower level of cover via a Flexible Policy Request – see more information at the top of this page under ‘Flexible Policy Request Q&As’.

Smart Health Q&As

Smart Health service

What is Smart Health?

Smart Health from AIG Life gives customers, employees and their immediate families (including children up to the age of 21) 24/7 unlimited access to a team of health and wellbeing experts, wherever they are in the world.

There are six elements to the service:

  1. Full GP consultations conducted by phone or video. 30 minute appointments, bookable online and resulting in medical advice, private prescription or private referral from a UK GP, as needed. Bookings and consultations are available 24/7.
  2. Expert case management. Specialists review a patient’s current diagnosis and treatment and will either recommend changes or confirm the initial diagnosis and treatment. Phone based opinions sought from a pool of over 50,000 global experts, not just UK specialists, as already provided to AIG Life’s Individual Protection customers through Best Doctors.
  3. Mental health support. Access is available Monday to Friday during business hours for a range of mental health issues. It is triaged through the virtual GP service and delivered by specialist teams through phone consultation. Customers can request either one-off consultations or access to a course of therapy, delivered remotely.
  4. An online health check. This comes as health management and prevention reports, offering personalised recommendations to optimise health and allow people to take preventative action.
  5. Nutritionist consultations. Customers have access Monday to Friday during business hours to a team of nutritionists, via phone to get advice and support in areas such as weight loss, allergies/intolerances, improved diet and pregnancy, or answers to questions related to specific conditions such as diabetes or cholesterol.
  6. An online fitness programme. Customers can request tailored four or eight week programmes to support weight loss, fitness goals and healthy nutrition. These are delivered by qualified nutritionists with special interests.
How many AIG Life customers are eligible to use the Smart Health service?

All 1.2m AIG Life customers are eligible to use this service. This includes insured employees of group protection schemes in the UK.

How many people have used the service?

Smart Health has been used over 20001 times since its launch in August 2019.

1Teladoc Health data, February 2020

How are people using it?

The GP service is most popular of the six interconnected elements, as over 58%have booked a phone or video appointment. Customers tell us they’re using it when they can’t get an appointment at their local surgery, when they can’t take time out of work or when they’re travelling.

2Teladoc Health data, February 2020

Why would you use the GP service provided by AIG Life?
  • Smart Health is a way for AIG Life customers to get information from a UK-registered GP about a medical condition, at a time when their own GP may be facing high demand for their support.
  • Smart Health offers unlimited access to a 24/7 virtual GP as well as a range of other health and wellbeing experts to customers and their immediate family, including children up to the age of 21 at no extra cost. The service includes mental health support, health checks, nutritionist consultations and an online fitness programme, as well as GP services.
How do I access the Smart Health GP service?
  • Search ‘Smart Health GP by AIG’ on the App Store or Google Play
  • Enter your AIG Life policy number or Employer Group scheme code
  • Complete the short ID form
  • You can also visit the Smart Health website once you're set up via www.aiglife-smarthealth.com
How do I book an appointment?
  • Visit the Smart Health GP app and click ‘request a video consultation’ or ‘request a phone call’
  • Decide when you want the 30-minute appointment – it’s available 24/7
  • If you have an ailment that someone can see, you can also upload photos ahead of your appointment to provide the GP with visual evidence of your symptoms
What happens when I book an appointment?
  • The GP will call you at the agreed time to ask you to describe your symptoms or explain why you are worried
  • They will run through a range of questions linked to your symptoms to advise or make recommendations
  • You can also talk about more than one ailment or medical concern if you have a range of symptoms
What happens if I call worried about the symptoms of coronavirus?
  • The doctor will lead an evidence based discussion asking about your symptoms and recent travel abroad
  • If the symptoms do not support a diagnosis of coronavirus, then the GP will advise/make recommendations accordingly
  • If it does meet the criteria for the virus, then the GP is bound to follow the Public Health England guidelines/framework as you would expect
  • Government advice is to direct people to call NHS 111
How concerned should people in the UK be about coronavirus?

Prescription delivery service via Smart Health

What are you announcing today?

Today we are announcing an innovation to our Smart Health GP service. Customers are now given the option to have their prescription medicine delivered free to their home or an address of their choice.

Who will provide the service?

Signature Pharmacy are the chosen pharmacy partners for the fulfilment and delivery of the prescriptions. They are a UK based online pharmacy regulated by the General Pharmaceutical Council who are partnered with Teladoc Health. Signature Pharmacy’s terms and conditions will apply to the delivery.

How much will my prescription cost?

Medicines on private prescriptions are not funded by the NHS and the cost of the medication is paid by the customer. The price of the prescription will vary according to the medication your doctor has prescribed.

How much do I pay to have the prescription delivered?

There is no charge for the delivery of the private prescription medicine. In cases where the medication needs to be refrigerated during delivery however, a charge of approximately £1.50 is applied.

How quickly can I get a private prescription delivered?

Prescriptions are delivered on the same day in London (when ordered before 3pm). Patients are provided with time slots from the pharmacy partner, and they can choose a time that suits them. Next day delivery is available nationwide (when ordered before 1pm).

Do I have to have my prescription delivered?

No. The prescription delivery is an option only. Customers can continue to pick up their medicine from their chosen local pharmacy.

How do I know if I should choose the delivery service?

Teladoc Health’s doctors are trained on the delivery service provided by the pharmacy partner. If a medication is clinically urgent, the doctor may not offer the delivery service and instead organise for the prescription to be faxed to a local pharmacy for collection.

Is there a limit to the number of prescriptions I can get?

This is a clinical decision for the consulting doctor. Teladoc Health’s GPs are highly trained individuals who provide patient centred consultations. There is no limit to the number of prescriptions that can be issued, provided the request is within Teladoc Health’s prescribing policy.

Is there a limit to the type of prescription I can get?

The prescription service and the delivery option can’t be used for repeat prescription medicines, unlicensed medication or a range of medications not appropriate to prescribe remotely such as immune suppressants, chemotherapy or anti-psychotic medication.

Are you able to deliver everywhere in the UK?

Yes. Signature Pharmacy dispatch all medication to England, Wales, Scotland and Northern Ireland as well as the Isle of Man and Channel Islands.

Can I get a prescription for my children?

Yes. The service can be used for adults and children. However, there is narrower field of prescription for children via any type of online consultation.

How do I pay for the prescription?

Online payment is made via a link sent by the pharmacy partner. Payment will be requested via the Worldpay service which accepts the following cards and methods:

  • Visa
  • Visa debit
  • American Express
  • Apple pay
  • Google pay
  • PayPal

Payment is predominantly through a link which is emailed to customers when they select the delivery. Alternatively, customers can call the pharmacy partner who can also facilitate payment over the phone. Signature Pharmacy’s terms and conditions will apply to the payment.


Smart Health is provided to AIG Life Limited customers by Teladoc Health. These services are non-contractual, which means they don’t form part of your insurance contract with us. If our partnership with Teladoc Health ends, the service can be withdrawn at any time without notice.