Contact us - customers

Please see the below options for different areas of AIG Life, for customers wishing to contact us.

If you are a Financial Adviser, please visit our Adviser Contact Us page.

Which type of cover would you like to discuss?

Customer services

To speak to our customer services team, please use one of the options below:

Write to us at:

  • Customer Services Team,
  • AIG Life Limited,
  • PO Box 12010,
  • Harlow,
  • CM20 9LG

We're here to help:

Monday to Thursday from 8:30am - 8:00pm, or Friday 8:30am - 5:30pm, except UK bank holidays.

Make a claim

We understand making a claim can be a difficult time, so we try to make the whole process as simple and easy as possible. You or your personal representatives can contact our claims department:

We also offer a range of help and support services for you and your loved ones.

Write to us at:

  • Claims Team,
  • AIG Life Limited,
  • PO Box 12010,
  • Harlow,
  • CM20 9LG

We're here to help

Monday to Thursday from 9:00am - 6:00pm, or Friday 9.00am - 5:30pm, except UK bank holidays.

What happens next?

A claims assessor will explain the process and what information we’ll need and guide you through the process.

Need help or support?

We have a dedicated help and support section for customers and their representatives, which may be of use.

Help & support

About complaints

We will try to resolve complaints as quickly and fairly as possible. If we cannot deal with your complaint promptly, we’ll send you a letter to acknowledge it and give you regular updates until it is resolved.

Write to us at:

  • Complaints Team,
  • AIG Life Limited,
  • PO Box 12010,
  • Harlow,
  • CM20 9LG

What happens next?

We’re committed to resolving complaints through our own complaints procedures. But if a matter cannot be resolved to your satisfaction, you can refer your complaint to the Financial Ombudsman Service.

If you make a complaint, it won’t affect your right to take legal proceedings.

*Calls are charged at standard rates from a BT landline but may cost more via mobiles and other networks.

Online Dispute Resolution

If you want to complain about an insurance policy purchased online and you reside outside the UK, Channel Islands, Isle of Man or Gibraltar, you may be able to use the European Commission’s Online Dispute Resolution platform. You can also contact our complaints team.

Financial Ombudsman Service

The Financial Ombudsman Service helps settle disputes between consumers and financial firms. Their service is independent and does not cost you anything. They can decide if we have acted wrongly and if you have lost out as a result. If this is the case they will tell us how to put things right and whether we have to pay you compensation.

If you make a complaint, we will send you a leaflet explaining more about the Financial Ombudsman Service. You can also ask us to send you the leaflet at any other time.

Alternatively, you can contact the Financial Ombudsman Service yourself using the following details:

Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR.

Telephone: 0800 023 4567

(calls to this number are free on mobile phones and landlines)

0300 123 9123 (calls to this number cost no more than calls to 01 and 02 numbers)

If calling from outside the UK, please call +44 20 7964 0500.

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

Sorry you'd like to leave us

Young woman holding a phone to the screen on which there's a GP on a video call.

You can find details of how to do this below. Before you go, we just want to let you know that by having a policy with us, you automatically get Smart Health included - our service which gives you access to six health and wellbeing services, including 24/7 access to a GP.


Smart Health is available 24 hours a day, 365 days a year and at no additional cost to you. All six elements of the service are also available to your partner and all children up to the age of 21.

FIND OUT MORE

Frequently asked questions

Can I change a joint life policy to two single life policies without cancelling?

Yes. If it’s as a result of a separation or divorce, we just need some formal evidence. For some products, we’ll also need evidence of a new mortgage. Give us a call and we can make these changes without the need for any more medical evidence. We’ll let you know about any change in your premium amount when you call. We have to let you know that making a change to your policy may mean your original needs might not be met in full. Please note this option is not available on Instant Life Insurance, or our Business Protection or Key 3 products.

What if I can't afford the premiums?

If you're having difficulty paying your premiums, but still want some cover for you and your family, you can reduce the overall amount covered to bring down your premiums. Feel free to ring us if you’d like to talk it through. We have to let you know that making a change to your policy may mean your original needs might not be met in full.

What if I arranged my policy through my financial adviser?

We recommend that you speak to them first - they’ll be able to review your current needs and circumstances and suggest some options for you.

What if I can't afford the premium due to serious illness?

Call us to see how we can help before cancelling your direct debit. Some of our policies have a feature called 'Waiver of Premium', which means we could pause payments whilst you recover.

What if I've got cover somewhere else or with my employer?

No problem - just make sure you check the details of your other policies and confirm you’re happy with what you’re covered for. By cancelling your AIG Life policy, you’ll lose access to:

  • any protection/cover amount detailed in your policy
  • access to your Smart Health customer benefits, including unlimited GP consultations for you and your immediate family

If you'd still like to discuss cancelling your policy, please get in touch using the details below.

Write to us at:

  • Customer Services Team,
  • AIG Life Limited,
  • PO Box 12010,
  • Harlow,
  • CM20 9LG

We're here to help:

Monday to Thursday from 8:30am - 8:00pm, or Friday 8:30am - 5:30pm, except UK bank holidays.

Client service

Our dedicated client service team is ready to help with any questions you may have. Get in touch using one of the options below.

We're here to help

Monday to Friday, 9:00am to 5:30pm.

Individual assessment

If you’ve been asked to complete an individual assessment and want more information, get in touch using one of the options below.

We're here to help

Monday to Friday, 9:00am to 5:00pm.

Employee benefits policy claim enquiries

Our claims team are on hand to help with any questions you may have about new or existing claims - get in touch using one of the options below.

Getting started

Claims should be made through your employer - they might refer it on to their financial adviser/employee benefits consultant.

We're here to help

Monday to Friday, 9:00am to 5:00pm.

Complaints

If you need to make a complaint, get in touch using one of the options below.

We're here to help

Monday to Friday, 9:00am to 5:00pm.

Family playing in sitting room with the parents holding the two children

Your personalised critical illness cover

Our critical illness cover offers you genuine value and flexibility to suit your needs and budget. Choose the critical illness cover that works best for you and your family.

Find out more