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Due to Chinese New Year, our office will be closed early at 1pm, 24th January 2020 (Friday). Should you have any enquiry please leave your message via online Contact Us Form. We will get back to you as soon as possible.

 

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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...

Injured while visiting a friend in China
Linda Lee
AIG client for 3 years
#Travel #FallAccident # China
Linda Lee
AIG client for 3 years

“I am very satisfied with your service. The staffs who called me the last few these days were full of empathy and love. They were caring to me. I have renewed my policy. I will recommend your company as you are really good.”

#Travel #FallAccident # China

Injured while visiting a friend in China

Linda was visiting her friend in Guilin, China when she slipped and fell while on the street. Injured in her knee, shoulder and forearm, she was sent to a local hospital. X-rays showed that she had dislocated her right shoulder and fractured her kneecap. She called AIG for help after she was admitted.

We learned from her treating doctor that fixation surgery was necessary. After we reviewed her medical report, we approved cover and a guarantee of payment was provided to the hospital. Linda underwent surgery and remained in the hospital for another two weeks. She continued her recovery in her friend’s residence. Two months later she was given clearance to travel. We then arranged for her return on business class accompanied by a non-medical escort. Wheelchair and porter services, as well as ground transfers at both ends were arranged to ease her journey.

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Stoke in Nepal
Richard Wong
AIG client for 4 years
#Nepal #Travel #Stoke
Richard Wong
AIG client for 4 years

“Thank you to the team that is handling the case. We appreciate your efforts and care very much!” – Richard’s family

 

#Nepal #Travel #Stoke

Stoke in Nepal

Richard was on a trip to Nepal when he began experiencing weakness in his right limbs and slurred speech. At the local hospital, scans revealed that he had a stroke and he was admitted to the intensive care for treatment. A hospital representative called AIG to inform us of his admission and to seek coverage for medical expenses.

AIG Travel learned that the hospital did not have a neurology facility and Richard required higher level of care. 3 days later after his condition got more stable, we arranged for him to be transferred to another hospital. He remained in the second hospital for a further one week and we were in regular contact with his doctor for recovery progress and kept his family back home in updated on his condition. After Richard was stable enough to fly home, we arranged for his return via air ambulance accompanied by a medical escort. After he safely arrived in home country, he was directly sent to a local hospital for further treatment.

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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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Food poisoning
Rosie Cheung
AIG client for 1 year
#Diarrhoea #Thailand #Travel
Rosie Cheung
AIG client for 1 year

“I appreciate your professional and effective assistance given during my wife’s emergency. I appreciate very much your prompt response to expedite the unforeseen situation. Great work and professional service.Thank you very much AIG. Great job!” – Anson

#Diarrhoea #Thailand #Travel

Suffered from food poisoning while in Thailand

Rosie was on vacation with her husband, Anson, on Krabi Island, Thailand when she started getting severe diarrhoea. She was admitted to a local hospital where she was diagnosed with food poisoning and conservative treatment was administered. Anson called AIG ATAP global service centre for help and advice.

We called her treating doctor for more information and her medical report. After we completed review, we approved cover and a guarantee of payment was provided to the hospital. Rosie recovered the following day and was discharged. The couple continued their stay and returned to home as planned.

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Kawasaki disease
Emily & Krystal
AIG client for 1 year
#Fukuoka #Travel #Disease
Emily & Krystal
AIG client for 1 year

“We are very happy with AIG’s support. It had been a challenge for our family, so we are very happy. Thank you.”– Krystal’s parents

#Fukuoka #Travel #Disease

Toddler suffers from Kawasaki disease

2-year-old Krystal was in Fukuoka, Japan with her parents when she began having high fever and stomach pain.  At the local hospital, she was initially treated for pneumonia but while in admission she developed a rash and her arms and legs swelled up. Her father called AIG for assistance.

We learned that Krystal had Kawasaki disease, an illness that causes inflammation to the blood arteries and she was immediately treated. Cover was approved after we reviewed her medical reports. Krystal remained hospitalized for another five days. Throughout the whole time, we kept her under close monitoring. We were also constantly in touch with her parents and kept them updated about her condition. Later, we arranged for Krystal’s return with her mother, Emily, as non-medical escort and ground transfers at both ends were arranged for them.

 

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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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Migraine on Bali Island
Bonnie Yeung
AIG client for 3 years
#Bali #Migraine #FamilyTravel
Bonnie Yeung
AIG client for 3 years

“You guys have been amazing. I thank you for your help and I am very grateful for your services I will definitely be recommending your company to all my associates and friends.” – Eric

#Bali #Migraine #FamilyTravel

Leisure traveller suffers from severe migraine

Bonnie and her family were on Bali Island when she started experiencing severe headache, nausea and vomiting. She sought initial treatment at the local hospital. However, her headache worsened and she went to another hospital. Her husband, Eric, then called AIG for help. Bonnie was immediately referred for further neurological evaluation. Although CT scans didn't show any abnormalities, Bonnie was given conservative treatment for migraine. We approved cover after reviewing her medical reports.

As she was still not able to travel, Eric stayed on to take care of her while other family members returned as scheduled. Her condition improved later and she was given clearance to travel after the scan showed no abnormalities. We then arranged for her return with her husband by booking them new return airline tickets and the couple got home safely.

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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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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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