Skip To Main Content

Claims

Keeping our promise.

Committed to service excellence

When you buy insurance from AIG Australia, you can have confidence that we stand ready to help you recover quickly when the unexpected happens. The claims operation that underpins every AIG policy is one of our greatest strengths, with a strong local claims team backed by our global network of expertise to support you when you face a loss.

The AIG Australia Claims Advantages

Local perspective, global expertise

Our claims examiners are specialised by line of business, meaning that each client can receive the right expert to manage their claim. We leverage our global claims expertise throughout our network to empower our decision-makers and provide faster outcomes for the client and their claim.

Solution Focused

AIG's segmented approach to claims ensures quick assignment to an expert handler. We provide tailored support to clients, regardless of size.

Easy to do business with

We work closely with clients and brokers to offer a unique claims service experience. Our team have the authority to make quick decisions at the local level and take a proactive approach to claim notifications, ensuring clients know who has taken ownership of their claim from lodgement to completion.

Incident Alerts

Tropical Cyclone Alfred - March 2025 

Issued: 6 March 2025

 

As Cyclone Alfred tracks towards Queensland, AIG stands ready to draw on the full strength of our Pacific claims team as well as our wider network and resources to ensure we get people back on their feet as quickly as possible. 

 

The following information is intended to help you, our mutual customers, and AIG work together efficiently and effectively on the recovery from this event. You may also find it helpful to review this article on cyclones from the Insurance Council of Australia.

 

Make a Claim

Lodging a claim is quicker and easier using our online portal, but you can also complete a claim form. Alternatively, call 1300 030 886 for assistance.

 

First Response

Any business owner impacted by the Cyclone should:

  • Prioritise the safety of their family, staff and themselves.
  • Do what they can to mitigate damage. AIG policies will cover reasonable and necessary costs incurred to prevent or mitigate further insured losses.
  • Take photos or videos of any damage but do not dispose of damaged items unless they need to do so for health and safety reasons.
  • Keep a record of all actions taken and hold onto any receipts for costs incurred.

For Corporate Travel claims – please contact AUBrokerClaims@aig.com or for emergency assistance call +60 3 2772 5641. Click here for our claim form.

 

Early Notifications Are Helpful

We understand that this is a developing situation, but early notification for anything that could be a valid claim is encouraged. We always want the opportunity to help a customer after a loss, even if it appears in the first instance that there may be little value in claiming. We would prefer to explain why the loss isn’t covered or is within deductible than see avoidable costs deducted from a late notification.

 

Express Claims

AIG’s Express Claims process provides faster assessment and settlement of eligible Business Package Property Claims under $15,000 by streamlining the information we require and how it is reviewed. This process is valid for claims resulting from the Cyclone. Lodging a claim is quicker and easier using our online portal, but you can also complete a claim form.

 

Please note that any damaged items required urgently can be replaced prior to the claim being settled.

 

When notifying a claim, we require the following information for storm damage Express Claims:

  • Completed lodgment via our online portal or claim form
  • Bank details
  • Photographs showing the damage
  • Details/dimension of damage
  • Evidence of ownership
  • One quote for reinstatement/repair

Further information on our Express Claims process, including the information required for Electrical Replacement Items, Storm and Water Damage and Business Interruption, can be found here.

 

Helping Our Most Vulnerable Customers

We will prioritise claims for customers experiencing vulnerability as a result of the cyclone – or for any other reason. If you are advised or suspect that this may be the case, please let us know as soon as possible. Please contact us to discuss.

 

START YOUR CLAIM

  • We've aligned the specialisation and technical expertise of our claims examiners to the line of business and complexity of the loss of the claim, allowing each claim to be managed more efficiently and proactively.
  • Specialist administration teams handle administration and support functions so that our claims examiners can remain focused on the technical management of the claim.
  • Our team has access to increased capacity in the event of a catastrophe and provides broking partners with access to our most experienced claims experts for major losses.

We work to ensure that our enhanced claims handling processes and technology can offer you peace of mind when you need it most. 

When you make a claim, it’s an opportunity to keep our promise to you. You can speak to your insurance broker, download a claim form, or contact us directly regarding your claim.

Our expert team will handle your claim efficiently and professionally, helping you to recover from your loss as quickly as possible.

When settling a claim, speed and accuracy is important. We tailor our approach to each claim, looking for the best way to move it toward resolution, as efficiently as possible.

For all losses, when you make a claim with AIG, you have the advantage of dealing with the decision-makers in Australia. You can also rely on our team's specific knowledge and claims experience.

We strive to provide a high standard of service at all times. If you have a concern or complaint, we want to hear from you so that we have the opportunity to make it right. Please read our complaints procedure for more information about the process we follow when an official complaint is made.

LODGE A COMPLAINT

Lodge a Claim

Each of our risk solutions has its own dedicated claims team so we can give your claim the attention it deserves. Click the button and we'll show you the appropriate contact information or next steps.

START YOUR CLAIM

What to expect when you lodge a claim

We take pride in delivering responsive, fair, and professional service on every claim, big or small. Our claims examiners will maintain open and regular communication with you throughout the claim's lifecycle.

Notification

The claims process starts when you contact your local AIG office or your broker.

Assignment

Your claim is timely assigned to a claims examiner whose skills and experience match your needs.

Processing

The dedicated claims handler will support you throughout the entire claim process, from lodgement to completion.

Resolution

We will work to achieve the best possible outcome for your claim.