Help for making a claim - and beyond

We’re not just here to process a claim. At AIG, we understand the many different reasons you might need to claim. Our claims process is designed to handle claims as quickly as possible, but always with care, sensitivity and compassion and provide additional support where needed. AIG’s dedicated team of experienced claims handlers are here to help. They’ll guide you through your claim and will answer any questions you might have.

How to contact us

We want to make sure you get to the right team as quickly as possible. Therefore, you can find all the relevant contact details by clicking 'Contact us' button, below.

Contact us

Additional support

We want to make difficult times as easy as possible and we’ll support you in different ways.

If you could benefit from one of our added benefits, just get in touch with us - even if you’re not ready to finalise your claim.

We're here to:

Finding the money to pay for a funeral can be difficult. If we agree to pay a claim when someone has died, we’ll ease this worry with an advanced pay-out.

AIG will pay up to £10,000 of your claim in advance before paperwork is finalised. We can even pay this directly to a funeral company, if this is easier for you.

This service is not available for employee benefits policies.

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

This only applies to individual policies.

If you’re making a claim for life, critical illness, terminal illness, children’s critical illness, total permanent disability or total disability, we may be able to offer this additional support - even if we’re still assessing your claim.

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 open to hearing about the unique ways we can help you. If you could use our support, just tell us and we’ll do our best to accommodate your needs.

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

This service is not available for employee benefits policies.

With our Smart Health service, you’ll be getting access to industry-leading care from the experts at Teladoc Health, valued at £43 a month1. It’s available to all our customers at no additional cost and gives you 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. Your partner and any children up to the age of 21 can take advantage too.

All services can be accessed via the Smart Health website – suitable for smartphones, tablets and desktop. The Smart Health App also gives you access to the UK-registered GP on the go. To get started, open the app, create a profile, and enter your details – just make sure you’ve got your policy number to hand.

Want to know more? Head to our customer hub for all the information you’ll need.

Smart Health is provided to AIG Life Limited customers by Teladoc Health. It is a non-contractual benefit, meaning it doesn’t form part of an insurance contract with us. The service can be withdrawn at any time without notice.

By taking out life insurance, you’ve already ensured that your 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 your insurance policy. The service is available even if your policy ends.

Facing a new diagnosis isn’t easy, so we work with RedArc to make sure you have a dedicated nurse at the other end of the phone. Whether it’s practical advice or emotional support, they’ll be there for anything you need. The care is also there for your 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.

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

Proclaim Care are the UK’s leading independent rehabilitation provider. They specialise in devising and implementing rehabilitation programmes to help people deal with the consequences of injury and medical absence from work, helping return them to health and get back to work.

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

Our free-to-use helpline gives you access to completely confidential bereavement support, including up to four sessions of face to face or telephone counselling. It’s designed to support you through developing support strategies, clinical counselling, a referral to a therapy group or providing a dedicated listening service. It also helps you understand the process for obtaining probate and with navigating the potentially tricky legal, financial and tax issues resulting from a death.

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 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.