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How To Make A Claim

Please Note

To make your claim as quick as possible there are a number of things we will need you to provide.

You must register your claim within 30 days of the end of your trip

You must provide original invoices, receipts and other vouchers relating to your loss or expenses*

You must provide your Certificate of Insurance

You must provide any supporting information we may require

*It is up to you to provide proof of ownership of any lost, stolen or damaged items and we are not obliged to make payment without proof of ownership.

Claims Process

Making a claim is as easy as 1, 2 , 3

1. Download a claim form.

Download the claim form

2. Complete the form and attach any required documentation

3. Email your completed form along with documents to:

auclaims@aig.com

Or send to:
AIG Claims Dept.
GPO Box 4363
Melbourne, VIC 3001

Claim Appeal Process and Dispute Resolution

We are committed to handling any complaints about our products or services efficiently and fairly.
If You have a complaint:

1. Do you have a complaint?

Contact us on our dedicated complaints line 1800 339 669 8am - 6pm AEST Monday to Friday.

2. Management Review

If your complaint is not satisfactorily resolved, you may request that your matter be reviewed by management by writing to:

The Complaints Manager,
AIG, Level 13,
717 Bourke Street,
Docklands VIC 3008

3. Internal Dispute Resolution

If you are still unhappy, you may request that the matter be reviewed by our Internal Dispute Resolution Committee. We will respond to you with the Committee's findings within 15 working days.

4. Independent Dispute Resolution

If you are not satisfied with the finding of the Committee, or if we have been unable to resolve your complaint within 45 calendar days, you may be able to lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers. AFCA can make decisions with which AIG is obliged to comply. Its contact details are:

Australian Financial Complaints Authority (AFCA)
GPO Box 3
Melbourne VIC 3001

Website: afca.org.au
Email: info@afca.com.au
Telephone: 1800 931 678 (free call)

You should note that use of the AFCA scheme does not preclude you from subsequently exercising any legal rights, which you may have if you are still unhappy with the outcome. Before doing so however, we strongly recommend that you obtain independent legal advice.

If your complaint does not fall within AFCA's rules, we will advise you to seek independent legal advice or give you information about any other external dispute resolution options (if any) that may be available to you.

Please be aware that, effective from 1 November 2018, AFCA replaced the former Financial Ombudsman Service (FOS). If you have any questions regarding this change, please contact AFCA on 1800 931 678. If you have a Product Disclosure Statement or other document that refers to FOS, please take into account this change when reviewing the relevant section referring to FOS.

For further details on how we will handle your complaint, click here

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