Help for making a claim - and beyond

We’re not just here to process a claim. At AIG, we understand the difficult 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.

Our partnership with Best Doctors® gives you and your family access to invaluable second opinions from medical experts, helping to 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.

You can receive this support at any time during your policy, and we even continue to give critical illness customers access to the service for three years following a claim.

You can contact Best Doctors on 0800 085 6605 to discuss your case in detail with a Best Doctors Case Manager, all of whom are medical professionals.

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.

We work with the leading UK charity Winston’s Wish to help bereaved children get the specialist support they need. Winston’s Wish offers a wide range of practical help in the UK, with your family receiving guidance from professional face-to-face support, group work, online resources, publications and a helpline if they ever need it.

If a bereaved child is affected by your claim, contact Winston’s Wish on 08088 020 021, and we may be able to offer support.

Winston’s Wish is a non-contractual benefit which can be withdrawn at any time without notice. Winston’s Wish is not available with our Whole of Life, Care Cover with Whole of Life or Business Protection products. Please contact us if you’re unsure about the benefits available to you.

If insured via a group Critical Illness policy, , you may be entitled to tailored nurse support provided by RedArc. If you are diagnosed with a critical illness, nurses will guide you through a treatment plan, help you adjust to your illness, and help you get back to work when recovered.

This service is not available for any policies other than group critical illness

Support Matters, included for all Sick Pay policyholders, is a completely confidential employee assistance programme provided by Workplace Options, delivering employee and manager support. It is designed to provide an engaging, useful, everyday support service for employees.

Support Matters provides access to a wide range of help and information including:

 

  • Up to 4 sessions of clinical counselling
  • Everyday work-life enquiries
  • Legal information and support
  • Debt management
  • Help with dependent care

The Support Matters website acts as the information and access hub for all of these services and more. This is in addition to the core telephone service, which is available 24 hours a day all year round providing in-depth advice and support on all of these topics. Employees can also contact the service by SMS text, email and LiveChat via the Support Matters website.

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

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, returning them to health and back to work.

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

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.