Help and information

We've got your back

At AIG, looking after the people we protect is second nature. And sometimes it might mean going above and beyond if you want a little extra help – whether it’s being pointed in the right direction or if you need us to do something differently. We’ve got your back.

Getting in touch

If you just want to speak to someone at the other end of the phone, that’s fine by us. Reach the right team quickly by finding their contact details using the button below.


What we can do

Our products, people and processes are designed to do the right thing by you. Whatever your circumstances. The team of in-house experts have all received training on the best ways to support you, everything from providing documents in alternative formats to signposting you to services that will help make a difference.

Types of help available

Click or tab and enter on each heading to learn more.

Your claims

If you’re making a claim, taking care of you with speed, sensitivity and compassion is top of our list. We’ve got dedicated people with years of experience behind them – ready to guide you through every stage of the process. The team are ready and waiting, so ask away. Here’s where you can get started.


Your finances

We’re ready to help you manage your policy if your financial circumstances mean you need to make a change. It’s much easier if you tell us that you’re struggling – that way we can come up with a solution together. If it’s something we can’t fix, we’ll put you in touch with other services that might have the answer.

Have a chat to your financial adviser first, and if any of these sound like they might help you, then get in touch with our customer services team. Read a bit more information about all of these options.

  • Deferred premium – if you’re struggling for money and miss a month’s premium, don’t panic. So long as you pay before next month’s is due, your policy will remain completely unaffected.
  • Flexible policy request – you might be experiencing some temporary financial hardship and having a look at your outgoings. Take the pressure off and stay covered with a six-month reduction in premiums and cover until you’re back on your feet.
  • Altering your policy – if a more permanent change to your policy is the right thing to do, get in touch. We might be able to reduce the amount you’re covered for or the length of your policy to make it more affordable.

Your policy

It’s important you know everything you need to about your policy, so there’s choices about how you want to receive that information. As well as the usual methods of post, email and over the phone, we’re on hand to make things more accessible too. Here’s a list of some of the ways we can help – contact us if they’d be helpful for you or someone you know:

  • Braille
  • Large print
  • TextRelay – for making calls in text format
  • Audio – spoken versions of our policy documents
  • Translation to another language

Your support

Sometimes, it might be in your best interests to let someone else discuss your policy on your behalf. There’s a couple of different ways to go about this, and we’d recommend talking your decision through before going ahead.

  • Your financial adviser – if you bought your insurance through them, they can already discuss your policy with us and manage parts of it for you. That’s things like changing your contact details, reissuing documents and cancelling cover.
  • Someone else – you can choose someone you know and trust to discuss your policy with us. We’ll check that this is ok with you first, and you’ll need to make sure they have your policy details to be able to speak to us. All the final decisions will still be yours to make.
  • Appointees – you can appoint someone from the Department for Work and Pensions or your Local Authority to help manage your policy. Again, all the final decisions will remain yours.
  • Legal power of attorney (LPOA) – this is a legal document that means someone you choose can act on your behalf – we’ll need to see it. That means (unlike the above) they’ll be able to make final decisions on what happens to your policy.
  • Deputies – a court can appoint someone to manage your affairs for you. Similar to the LPOA option, we’ll need to see the legal document and they’ll be able to make all the final decisions on your policy.

Support from elsewhere

As much as we’ll always do our best to help, sometimes charities and other services might be the right support for you. Here’s some of the organisations we recommend.

CRUSE Bereavement Care

The charity can help support you through some tough times – with bereavement support, information and campaigning.


AgeUK are our chosen corporate charity – a genuine lifeline for older people who feel they’ve got no one to turn to for support.

The Samaritans

Whatever you're going through, a Samaritan will face it with you. Their team of volunteers are there 24 hours a day, 365 days a year.

Money Helper

The service helps make your money and pension choices clearer – cutting through complexity, explaining what you need to do and how you can do it.

Citizen’s Advice

Here to give you the knowledge and the confidence you need to find your way forward – whatever your problem might be.

Macmillan Cancer Support

Giving people with cancer everything they can. The charity offers emotional, physical and financial support from the moment you’re diagnosed.

Our extra benefits

As well as our people being around to help, there are features included with your insurance that do too. Whether you need support with your health and wellbeing or help to make life a little bit easier when making a claim.

Award-winning health and wellbeing

Smart Health: the perfect blend of services to help manage your health and wellbeing. And it's free to you and your family too. Use it as much as you need, whether that's now or in the future. Whether it’s coping with a recent bereavement or managing anxiety, we’re ready and waiting. 

And if you’re a group or individual critical illness customer, you’ll still get access to Smart Health’s second medical opinion service. For up to three years after your claim, our world-leading experts will be on hand to make sure you get the right diagnosis and treatment.

Smart Health is a non-contractual benefit that could be changed or withdrawn in the future.

For all products

Paying for a funeral

Cross finding money to pay for a funeral off your list. If your claim’s accepted, we’ll pay up to £10,000 in advance – before all the paperwork’s finalised. We can even send it to your funeral director for you.

For individual products only


Extra support’s just a call away

The Claims Support Fund is there to pay for up to £300 worth of extra services that will make your life a little easier. Things like travel costs, parking at hospital, wigs following cancer treatment – there’s no limit to what it can be used for. It won’t be taken off the pay out you get and we don’t necessarily have to agreed your claim.

For individual products only


Childhood bereavement experts

When a parent or sibling dies, it’s one of the toughest things a child will ever go through.

That’s why we’ve partnered with Winston’s Wish – one of the UK’s leading child bereavement charities. They listen to grief, act when they’re needed and know 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.


Your very own nurse support

Facing a new diagnosis isn’t easy, so you’ll have a dedicated nurse at the other end of the phone – all through RedArc. Whether it’s practical advice or emotional support, they’ll be there for anything you or your family need.

For Group Critical Illness only


Be your best at work

LifeWorks – our Employee Assistance Programme offering personalised practical and emotional support. If your work offers it, you can get access to face-to-face counselling sessions, wellbeing articles, help with your work-life balance and high street discounts and cashback.

For Group Income Protection only


Helping your recovery

Our partners at Proclaim Care are there to help you create a tailored (and realistic) return-to-work plan. Whether it’s support, advice, treatment or guidance, rehabilitation specialists are on hand to help – not to mention they’re all qualified medical professionals. Rest assured, you’re in good hands.

For Group Income Protection only


Get bereavement and probate support

Your free helpline gives completely confidential bereavement support – things like developing support strategies, talking things through with a councellor or referring you to a therapy group. It also helps you understand the probate process and navigate the tricky legal, financial and tax issues after a death.

For group protection products only