For the incidents happened on 12th & 13th Aug 2019, please note our arrangement by clicking here.
If you are looking to make a claim on your travel policy, please submit your online claim here. We will assess your case accordingly and get back to you.
Due to activities in Hong Kong, the AIG contact center is experiencing high call volumes, please expect a delay in our service. Should you have any further enquiries please contact us using our online form, our service team will be in touch shortly. You can also contact your agent or broker for assistance.
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Our insurances products are designed and backed by AIG’s customer-first service, and efficient online compensation processing. Why not listen to some of our customers experiences below...
Ellen, a 65-year-old lady, was in France when she slipped and fell in her hotel bathroom injuring her arm and forehead. At a local hospital, x-rays showed that she had fractured her elbow and she had to wear an arm cast. Ellen also received stitches for a deep cut on her forehead. Her travel agent contacted AIG for assistance with her return travel arrangements as the tour group had to move on to another destination.
AIG Travel spoke to her treating doctor for more information and obtained her medical report. After a review was completed, we approved cover and provided a guarantee of payment to the hospital. After Ellen recovered enough to travel, we arranged for her return to Hong Kong on business class with a non-medical escort to take care of her needs throughout her journey. Wheelchair service at the airports and ground transfers at both ends were also arranged to make her travel more comfortable.
Jason was on Bali Island for a diving trip when after a session, he started experiencing dizziness, pain and numbness in his arms, legs and back. He sought treatment at the local hospital and the treating doctor confirmed that Jason had decompression sickness.
AIG Travel learned that Jason needed several rounds of therapy. We approved cover after reviewing his medical report. When the hospital declined a guarantee of payment directly from us, we activated a local provider to do so. Jason stayed in hospital for a week and continued his recovery in his hotel for another three days. We arranged for his return journey on business class accompanied by a medical escort. Wheelchair service at the airports and ground ambulance transfers at both ends were arranged also. Jason safely arrived home and was to have a follow up check at a local hospital.
A two-year-old was on vacation with his mother Gloria in South Korea when he fell off a sledge that he was riding on. An x-ray revealed that he had fractured a bone in his left arm. Gloria quickly reached out to the ATAP global service centre for help.
After speaking to his treating doctor, AIG Travel learned that although his injury was not critical, surgery was necessary. Gloria expressed her preference to have the procedure done back home in Hong Kong so we worked with the treating doctor and the airline for clearance to travel.
We then booked both mother and child on the next flight out with additional seats to make sure they were comfortable. We also arranged for a non-medical escort to take care of them throughout their return journey, as well as wheelchair service at the airports and ground transfers at both ends. Both safely returned to Hong Kong and the patient was directly admitted to a local hospital for further treatment.
A couple from Hong Kong was on a tour in Ho Chi Minh City, Vietnam when the 63-year-old wife, Sally, slipped and fell while trying to get off the tour bus. A travel agency representative called the ATAP global service centre for help after the tour leader informed him of the mishap.
AIG Travel later learned that a CT scan at the local hospital revealed that Sally had a compression fracture in her lower spine and she was hospitalised for observation. After we received her medical report, we reviewed and approved cover. We booked Sally on business class right after she was given clearance to travel while her husband remained in economy. Wheelchair and porter services at the airports and ground transfers at both ends were also arranged to ease their travel. The couple safely arrived back to Hong Kong and Sally was to have her follow up check at the Hong Kong Adventist Hospital.
Edward who was on a business trip to Shenzhen, China fell off his bicycle and injured his neck. He was rushed to the hospital where a MRI revealed that he sustained a severe spinal injury and his condition was critical. His travel agent called AIG for help to get him home to HK to get higher level of medical care.
We quickly got in touch with his treating doctor and learned that although the MRI had not shown any fractures it was likely that Edward had sustained spinal bone dislocation. After reviewing his condition, it was concluded that Edward required prolonged hospitalization and medical care and it would be best to get him home as soon as possible. Later the same day, after approving cover we arranged for a ground ambulance and a doctor-and-nurse escort team to bring him back home. After Edward safely arrived in Hong Kong, he was directly admitted to the hospital.
Natalie was on a rock climbing holiday in Germany when she fell and injured her lower back. An x-ray revealed that she had fractured her spine. She called us for assistance with her medical expenses and travel arrangements. AIG Travel got in touch with her treating doctor, and learned that she needed surgery very soon. Cover was approved after we reviewed her medical report so we provided the hospital with a guarantee of payment. She underwent the procedure two days later. We monitored her recovery progress the whole time by regularly getting updates from her treating doctor. We also constantly checked in on her as she was alone to make sure she was doing well. After confirming that she was fit to trave, we quickly issued her new return airline ticket on business class so that she would be comfortable on her return journey.
A five-year-old girl, Daisy, developed a cough and high fever while on holiday with her mother, Alicia, in Trang, Thailand. Alicia called the ATAP global service centre for help and we quickly referred them to the Wattanapat Hospital located nearest to where they were staying. After Daisy had been seen by the treating doctor, we followed up and learned that chest x-ray showed that Daisy had lung infection. She was admitted for conservative treatment and we approved cover for her medical expenses.
When we checked in on her condition the next day, we found out that she had responded well to treatment and was fast recovering. Later on the same day, Daisy was discharged. Both mother and daughter continued their stay in Thailand and returned to home as planned.
Ronald was visiting his niece in Canada when he started experiencing abdominal pain. At the local hospital scans revealed that he had appendicitis and surgery was necessary. His niece called the A社 global service centre to seek help with his medical expenses.
AIG Travel quickly got in touch with his treating doctor to find out more about his condition and later followed up for updates after his surgery. Ronald remained in the hospital for another week under close observation and we monitored his progress throughout this time.
We continued to check in on him while he recuperated at his niece’s residence for another two weeks after being discharged. After a follow up check, he was given clearance to travel and we arranged for his return on commercial business class with his wife as his non-medical escort. He arrived back home safely and his son valued our service.
Martha had just landed in New York when she badly injured herself trying to lift her luggage from a carousel at the airport. She was taken directly to a local hospital where an x-ray showed that she had severely fractured her left thigh bone. At this point her travelling companion called the ATAP global service centre for advice and help.
AIG Travel got in touch with her treating doctor and learned that surgery on her thigh bone would be necessary. After reviewing her medical report, we approved cover and the patient underwent surgery the next day. We followed up with the doctor after the procedure and were informed that she was recovering as expected.
After a further three days in the hospital, she was given clearance to travel and we quickly arranged for her return on business class accompanied by a non-medical escort to take care of her needs and ease her travel. Wheelchair and porter services at the airports as well as ground transfer at both ends were arranged.