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AIG Customer Stories

AIG is dedicated to enhancing our customers peace of mind with our insurance protection for when the unexpected happens.

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...

Slipped in Cambodia
Sandy Ma
AIG client for 1 year
#Cambodia #Accident #Travel
Sandy Ma
AIG client for 1 year

“It’s really great. All of you been wonderful. Evacuation was smooth and I would like to thank the entire team for helping out. I am sharing this with my friends and would recommend AIG.” – Sandy’s aunt

#Cambodia #Accident #Travel

Slipped in Cambodia

Sandy was travelling in Siem Reap, Cambodia when she slipped and fell, landing on her bottom. Later on, she began experiencing pain and swelling in her right bottom. She went to a local hospital but it did not have the facility to do evaluation so she was referred to another hospital. After a few rounds of referrals, Sandy was prescribed pain medications. Her aunt back home called AIG for help.

We quickly got in touch with Sandy and under our advisement she agreed to seek treatment at the other hospital. Scans revealed that Sandy had blood clot and surgery was necessary. It would be best for her to return to home for the procedure at a facility with higher level of care. The next day, we arranged for Sandy’s return via air ambulance accompanied by medical escorts. She was admitted directly to a hospital after she arrived back home.

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Contracts dengue
Leo Cheung
AIG client for 1 year
#Phuket #Travel #Dengue
Leo Cheung
AIG client for 1 year

“Thank you for the swift assistance! You all did good. I appreciate your assistance. I appreciate your help.” 

#Phuket #Travel #Dengue

Gentleman contracts dengue in Thailand

Leo was on leisure trip to Phuket Island with his family when he developed a fever. He sought outpatient treatment at a local clinic and was prescribed some medications. Within 48 hours his fever worsened and he was sent to a local hospital. Tests revealed that he had contracted dengue and he was admitted for treatment. A hospital representative contacted AIG to check on his medical expense coverage.

We provided the hospital a guarantee of payment after a review of his medical report and cover was approved. Leo’s family members had returned as planned while he remained in the hospital for another five days. We kept him closely monitored and we issued him a new airline ticket for his return to home after he was given clearance to travel. Leo safely got home and appreciated our service.

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A solo trip
Nancy Liu
AIG client for 4 years
#Solo #Travel #Japan #Accident
Nancy Liu
AIG client for 4 years

 “To AIG:

I sincerely thank you for your help and arrangements. It helped me return Hong Kong to have further treatment after my injury. Wish you all a pleasant work.” 

#Solo #Travel #Japan #Accident

Solo traveller breaks her toe in Japan

Nancy was on a leisure trip to Kitakyushu, Japan when she tripped and fell while on the street and injured her left foot. She sought outpatient treatment at a local clinic and x-rays showed that she had fractured her fifth toe and had to wear an ankle cast. Her friend in Hong Kong called AIG travel emergency hotline for help after receiving news of her mishap.

AIG Travel called Nancy to find out more about her condition. We also obtained her medical report and cover was approved after a review was completed. The patient was given clearance to travel a couple of days later after a follow up check and we arranged for her return on business class so that she was more comfortable. We also arranged for wheelchair and porter services at the airports, as well as ground transfers at both ends to ease her travel.

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Fall on a cruise
Mina Chan
AIG client for 1 year
#NorthPole #Cruise #Fall #Ankle
Mina Chan
AIG client for 1 year

“I am very satisfied with your service. The whole process was very professional. Your teammates were very patient and took good care of me."

#NorthPole #Cruise #Fall #Ankle

Fall on a cruise

Mina was on holiday in Norway when during a cruise to the North Pole, she slipped and fell on board the ship and injured her right ankle. Her tour leader called AIG for advice and help. AIG Travel contacted the doctor on board and learned that the doctor had diagnosed her with a fractured ankle so she had to wear a temporary ankle cast to stabilize her injury while on board the cruise as it continued its course.

Mina was sent to a local hospital in Norway where x-rays confirmed surgery was necessary. After we reviewed medical report, we advised her to undergo surgery in the local hospital. Cover was approved and a guarantee of payment was provided to the hospital. The procedure was then performed and she remained hospitalized for a further five days. We arranged for her return on business class accompanied by a non-medical escort. Door-to-door wheelchair and porter services at the airports were arranged to ease her travel. She safely arrived home and valued our professionalism.

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Car accident
Jenny Lai
AIG client for 1 year
#Vietnam #CarCrash #Travel #Accident
Jenny Lai
AIG client for 1 year

“Thank you for your professional service delivered to us round the clock, and repeatedly offered the best guidance, solutions and discretion throughout the ordeal. Although it was quite unfortunate for my sister who ran into a car accident in Vietnam, the well-planned evacuation was a huge relief.

Your service was as valuable as the insurance itself. We have experienced the strong support and teamwork from all the different members of the team and different departments within AIG. On behalf of my family, I would like to take this opportunity to express our sincere appreciation to all of you and wish you and AIG every success in the future.”– Jenny’s sister

#Vietnam #CarCrash #Travel #Accident

Car accident in Vietnam

Mark and Jenny were on a trip to Vietnam when the van they were travelling in got into an accident. Both were sent to the local hospital where scans showed that Jenny had serious spinal fracture and injuries to her lung. Mark suffered from multiple skin abrasions. Jenny’s sister called the AIG for help.

AIG Travel immediately contacted Jenny. Her sister requested for us to get the couple back home asap as the family wished for the patient to receive treatment and care in HK.

We regularly checked in on the couple’s condition. After the Jenny’s condition had further stabilised, we quickly made the arrangements for her return via air ambulance after cover was approved. Jenny was accompanied by two medical escorts and her sister. We also arranged for Mark to return home on the same day via commercial airline. Jenny was admitted to the hospital in Tuen Mun for after she safely arrived back in HK.

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Fainted onboard
Derek Chan
AIG client for 2 years
#Dubai #Travel #Accident #Onboard
Derek Chan
AIG client for 2 years

“Thank you AIG for your support. I appreciate that as we are in foreign land and we have no friends here. We are on our own and I am happy to have your support.” – Audrey

#Dubai #Travel #Accident #Onboard

Fainted onboard a flight to London

Derek and Audrey were heading to London, when Derek fainted onboard the aircraft. He was given inflight medical attention and was later transferred to a local hospital during a transit in Dubai. Venus then reached out to AIG for assistance.

We immediately got in touch with his doctor and learned that Derek might have a heart rhythm disorder. Derek needed to transfer to another hospital for further tests, so he was admitted to the second hospital.

Later we learned that further tests did not reveal abnormalities and Derek was placed in the intensive care for observation. Cover was approved after we reviewed all his medical reports and past medical history. After a check by his doctor, Derek was discharged with clearance to travel. The couple then decided to continue their travels and departed Dubai for London a day after.

 

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Infected in U.S
Ruby Chow
AIG client for 3 years
#USA #KidneyInfection #Travel
Ruby Chow
AIG client for 3 years

“I would also like to thank the team for their support, compassion and advice during what was a very stressful situation for my wife and me. Rest assured, I will let other people know of the professionalism and courtesy that AIG demonstrated to us while dealing with all aspects of our crisis overseas.”  – Mike

#USA #KidneyInfection #Travel

Client suffered from kidney infection while in U.S.A.

Ruby and her husband, Mike, were in U.S.A. when she began having severe urination discomforts. At the local hospital tests showed that she had severe kidney infection and she was immediately hospitalized. Mike reached out to AIG for advice and help.

AIG Travel promptly contacted her treating doctor for updates and later obtained medical report for a thorough review. Ruby was treated conservatively for six days. Throughout the whole time, we monitored her condition closely and communicated with Mike on the repatriation plans. Later we arranged for the couple’s return by upgrading their return airline tickets to business class. As Ruby was unable to do a direct long haul flight, we arranged for the couple to fly to L.A where they stayed for a night before flying home. The couple got home and thanked us for our assistance.

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Decompression sickness
Jason Tsang
AIG client for 5 years
#Bali #Diving #Sickness #Travel
Jason Tsang
AIG client for 5 years

 “Thank you for your timely response, medical monitoring and guarantee of payment. Travel insurance has always been a must-have for our trips, and it is this habit that ensured timely actions and medical treatment after an accident. Thank you again for your positive response and help”

#Bali #Diving #Sickness #Travel

Decompression sickness

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.

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Heart attack
Ryan Li
AIG client for 5 years
#USA #Travel #Illness
Ryan Li
AIG client for 5 years

 “Dear team, just to inform you that my husband with the escort doctor and I are now waiting for boarding. We thank all your team members for your attention and care.” – Venus

#USA #Travel #Illness

Heart attack while travelling in U.S.A

Ryan and Venus were on holiday to U.S.A. when Ryan collapsed on the bedroom floor. He was sent to medical centre where tests indicated that Ryan had suffered a heart attack and he was admitted straight away in the intensive care. Venus called AIG travel emergency hotline for help.

We spoke to his treating doctor and learned that although Ryan had not experienced any symptom prior to the collapse, he had multiple heart and lung conditions that led to his heart attack. Even though the cause of his heart attack was undetermined, we approved cover after a thorough review with his doctor.  Ryan remained in admission for two weeks and we kept him under close monitoring. We also checked in on Venus regularly to make sure she was keeping well.

After his condition had further improved, we booked him on business class accompanied by a doctor escort with oxygen on standby throughout his flight while his wife was on economy. The couple safely returned home and Ryan got further treatment at a local hospital.

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