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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...

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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Broken Arm!
Gloria Leung
AIG client for 1 year
#travel #accident #sledge #kids
Gloria Leung
AIG client for 1 year

“I am very satisfied with your service. Throughout the ordeal, I was so nervous. You arranged the flight for us to fly home.”

#travel #accident #sledge #kids

Poor toddler broke his arm in Korea…

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.

 

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High Altitude!
Mark Li
AIG client for 3 years
#Yunnan #China #Travel
Mark Li
AIG client for 3 years

There was a medical escort that accompanied me all the way home to Hong Kong. It really comforted me.

#Yunnan #China #Travel

High Altitude!

Mark was on holiday in Yunnan, China when he started experiencing difficulties breathing and was sent to hospital. After a few days of treatment, his travel agent called us for assistance to get him home. AIG Travel quickly spoke to his treating doctor to get more information on his condition. We learned that he was suffering from high altitude sickness and had a lung infection.

After obtaining his medical report, we approved his medical expenses. We also kept his sister and his travel agent back in Hong Kong updated on his condition and repatriation plans. Mark wished to go home after a few days in admission even though he had not recovered enough for air travel so we reviewed his condition with his doctor and determined that he was well enough for ground travel. After that, we arranged to get him home via high speed train accompanied by a medical escort throughout his journey. When he safely arrived back to Hong Kong, he was directly admitted to hospital for continued treatment.

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Accidental Fall
Sally Leung
AIG client for 2 years
#HoChiMinh #Vietnam #Tour #Travel #Accident
Sally Leung
AIG client for 2 years

 “Really well done. You provided excellent service. I can say it was flawless. I recommended you to my fellow members in the same tour group. They witnessed the whole process. You kept close follow up on our case. Other companies are not as thoughtful as you are. I hope you can keep up your good service.”

– Sally’s husband

 

#HoChiMinh #Vietnam #Tour #Travel #Accident

Lower back compression after a fall…

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.

 

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Business Trip
Edward Chu
AIG client for 2 years
#BusinessTrip #China
Edward Chu
AIG client for 2 years

“I would like to thank you the AIG team. I unfortunately had an accident in China on 20 May 2018. I was seriously hurt from the accident and needed to come back to HK for medical care. 

 

The AIG medical team gave us immediately help. The escort doctor and nurse carefully took care of me during the return journey and safely sent me to the Hong Kong Hospital. My wife and I deeply appreciated all that have been done.”

#BusinessTrip #China

Business traveller injures his neck in China

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.

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Rock climbing
Natalie Yuen
AIG client for 4 years
#rock #climbing #germany #injury
Natalie Yuen
AIG client for 4 years

I am satisfied with your service and your follow-up and response is prompt!

#rock #climbing #germany #injury

Rock climbing

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.

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Lung infection
Alicia Ho
AIG client for 1 year
#Thailand #FamilyTrip #Illness #Travel
Alicia Ho
AIG client for 1 year

 “Very satisfied with your service. I will always choose AIG Insurance. AIG takes care of things very efficiently.”

#Thailand #FamilyTrip #Illness #Travel

Lung infection in Thailand

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.

 

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A Family Visit
Ronald Tong
AIG client for 1 year
#Canada #Travel #Emergency
Ronald Tong
AIG client for 1 year

“Thank you very much. You are very professional on the follow-up and provided very good service.” 

#Canada #Travel #Emergency

A Family Visit

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.

 

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Lifting luggage hurts!
Martha Chiu
AIG client for 4 years
#NYC #Airport #Luggage #Accident
Martha Chiu
AIG client for 4 years

“Excellent service with AIG because all staff followed up on me and called me, and asked me if I had safely arrived back home. This is my first time activating my travel insurance and it has been a very good experience.”

#NYC #Airport #Luggage #Accident

Be careful when lifting your luggage!

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.

 

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