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. Our team of 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.
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.
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.
Our policies, as standard, offer a 30-day deferral period. This means if a customer is unable to make a payment on time, provided they can make payment by the time their next premium is due, then their policy will remain inforce and unaffected by the late payment.
This could mean, however, that a customer ends up paying a double premium next time round. As an example, a customer is unable to pay their £50 premium due 1st June so requests a deferral for up to 30 days. This means, on the 1st July, we will collect both the missed June premium and the July premium now due – collecting £100 in total.
Customers wishing to request a premium deferral should get in touch with our customer service team. Our contact number is 0345 600 6820, and lines are open Monday-Thursday from 9.00am – 6.00pm, or Friday 9.00am – 5.30pm, except UK bank holidays.
A premium deferral can be requested at any time throughout the duration of the policy and no proof of financial hardship is required.
Many of our products offer customers the option to permanently reduce their sum assured and/or term of their cover, which will reduce the overall cost. These options, if available, are built into the cover and offer the flexibility to amend the level and term of the cover to suit changing needs and affordability.
Flexible policy request
Our flexible policy request enables individual protection customers to reduce their premium for six months and continue to be insured, but at a lower level of cover. At the end of the six-month period, the premium, and sum assured or monthly benefit, will automatically return to the previous levels immediately prior to this change being made, without underwriting or completion of any medical questions. It means our customers can reduce their monthly outgoings and remain covered for an extended period while they’re experiencing financial hardship.
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:
- Large print
- TextRelay – for making calls in text format
- Audio – spoken versions of our policy documents
- Translation to another language
Simple guide to trusts
If you're looking to buy life insurance (or already have it), you may have heard about ‘trusts’. This guide is a simple introduction to what a trust is, why you might want to set one up, who’s involved, and how you can get started. That way you can chat to a financial, or legal, adviser and see if it’s something that would suit you.
Just to be clear, we can’t advise on whether putting your policy into trust is the right thing for you. We always recommend speaking to a professional, as they’ll be able to recommend what’s best for your situation.
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
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.
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.
Here to give you the knowledge and the confidence you need to find your way forward – whatever your problem might be.
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 have 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
Additional support from the experts at Smart Health is available with AIG Group Income Protection. This includes a 24/7 mental health helpline, access to the myStrength app and legal and financial support.
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