https://www.aiglife.co.uk/customers-answering-your-care-cover-claim-questions Individual Protection from AIG

Answering your questions

We’re here to help you every step of the way.

We know that if you need to make a Care Cover claim, you’re going through a challenging time. We hope we can make things a little easier by answering some of the questions we get asked most often.

What happens if my term has ended when I make a claim?

We only cover you while your policy is active. If your policy has ended, we will not be able to pay a claim.


What happens if I don’t pay my premiums?

If you stop paying your premiums for more than 30 days while your policy is active, it will be cancelled and you’ll no longer be covered.


Can you speak to someone else on my behalf, like a family member or close friend?

We can speak to you or anyone else that you give us permission to.


Can I make a claim if I’m not living in the UK?

Yes, you can make a claim from anywhere in the world. However, your consultant must be in one of our eligible countries. This will be explained in your policy documents.

Does it matter if I can’t find the original policy documents?

No, we don’t need to see the original policy documents for you to make a claim.


Why do you need a medical report?

When you make a claim, we need to find out if your illness meets the definition as described in your policy documents.

When will you pay my claim?

Every claim is unique. We’ll deal with your claim as quickly as possible by calling or emailing where we can. The overall length of time to reach a decision will largely depend on how quickly your doctors reply.

Once we have the evidence to support your claim, we aim to make payment to a bank account you nominate within five working days by BACS.

If we can’t pay your claim, we’ll contact you to let you know why.


Why might a claim not be paid?

We’ll always try our best to pay a claim. The reasons we may not pay a claim are because we were not given the correct information when you applied which might have affected our ability to cover you under the terms we provided, or if your illness doesn’t meet the definition as described in your policy documents.


Can you speak to someone else on my behalf, like a family member or close friend?

We can speak to you or anyone else that you give us permission to.

Should I carry on paying for my policy after I’ve made a claim?

Yes, you need to continue paying your premiums while we’re assessing a claim. This means that your cover stays active until we’ve made a decision and paid your claim.


Do I need to cancel my direct debit once a claim is paid?

There is no need for you to cancel your direct debit to us. Once we’ve paid a claim, we’ll automatically stop your direct debit and refund any money that you might have paid to us after you were diagnosed.

Please remember to keep paying your premiums while we’re assessing a claim.

Who do we pay?

If we’ve agreed to pay your claim, we’ll look to make payment to the policyholder (or joint policyholders), trustee(s) or assignee(s).

This means that if your policy is not assigned, under trust or owned by anyone else, we will make payment to you.


Is the money you pay me taxable?

Under current legislation and HMRC practice, the money we pay you is normally free from Income Tax and Capital Gains Tax.

What happens to my policy once a claim has been made?

When we’ve paid a claim for Care Cover, your policy will stop. You don’t need to do anything.


What happens to my joint life policy once I’ve made a claim?

If the policy was taken out to cover two people and pay out after the first person makes a claim, the remaining policyholder will no longer be covered once the policy has ended.

If the policy was taken out to cover two people and pay out after the second person makes a claim, the policy ends after a claim has been paid for the second person.

If you still need cover, we recommend you speak to your financial adviser.

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