Customer Service:

AIG Customer Service 

Tel: +358 203 50 550, open on workdays 9am - 9 pm and Saturdays 10am - 4 pm. 

Email: travelguardfinland@aig.com

 

Claims handling: 

Please fill in loss notification and send it signed with the necessary documentation.  

 

If your loss notification will be mailed in Finland, you may use the below address (postage has been paid on your behalf):

AIG Claims Department  

AIG Europe S.A.

Tunnus 5008951  

00003 Vastauslähetys 

 

Loss notifications can also be mailed from abroad (postage hasn't been paid):

AIG Claims Department  

AIG Europe S.A.

Kasarmikatu 44 

00130 Helsinki 

 

The loss notification shall include:

  • travel ticket or other proof of the trip.

 

Medical expenses:

  • free of charge physician’s certificate, duly dated and signed, with an accurate description of the illness or injury, 
  • original receipts for goods, services, treatment and medication costs.

 

Loss of luggage: 

  • a copy of the claim form presented to the carrier and/or theft report presented to the police.

 

Delayed luggage: 

  • in the event of delayed luggage, a certificate issued by the transport company and a certificate of the return of the luggage to the insured, 
  • receipts of costs.

 

Delayed departure: 

  • in the event of delayed luggage or departure, a certificate issued by the transport company and a certificate of the return of the luggage to the insured.

 

Trip cancellation:

  • physician’s certificate, duly dated and signed, with an accurate description of the illness or injury or other certificate free of charge, 
  • in case of death, death certificate.

 

Missed departure:

  • a certificate from the transport company concerning the delay, 
  • original receipts and a statement concerning costs.

 

Trip abandonment:

  • a certificate from the transport company concerning the delay.

 

Trip interruption:

  • physician’s certificate, duly dated and signed, with an accurate description of the illness or injury or other certificate free of charge, 
  • a certificate of additional costs, 
  • in case of death, death certificate.

 

Accidental death / permanent disability: 

  • in the event of death, a death certificate, the record of an autopsy, if any, and documents defining the beneficiaries (e.g. deed of estate inventory, extract from the personal register giving details of relatives), 
  • in the event of an accident, a description of the loss event and names and contact details of witnesses, if any, 
  • police investigation report, if any, 
  • date of the examination carried out by a physician and the physician’s contact details, 
  • if the insurance company has asked the insured to submit to an examination carried out by a physician, the insurance company will indemnify the insured for any expenses incurred by the examination. In the event of indemnity paid on the death of the insured, AIG is entitled to request that an autopsy be performed, the costs of which will be paid by AIG.

 

Personal liability and Legal expenses:

  • contact AIG.

 

Customer complaints

Quality of our Customer and Claims Service and customer satisfaction are of utmost importance to us. If you are not happy with the service you have received, please contact our Customer Service. (See above contact details to our Corporate and Individual Client Customer Services.) If you are not happy with our claims decision, please contact our Claims Service in writing (finlandclaims@aig.com).  

 

Alternative Dispute Resolution of consumer complaints

The Finnish Financial Ombudsman Bureau (www.fine.fi) provides free of charge advice in issues related to insurance contracts. The Finnish Financial Ombudsman Service and Insurance Complaints Board give also recommendations for dispute resolution.

 

You can also contact Consumer Advisory Service (www.kuluttajaneuvonta.fi), that provides information on consumer rights, and mediation assistance in disputes. Also the Consumer Disputes Board (www.kuluttajariita.fi) gives recommendations for dispute resolution. You should always contact Consumer Advisory Service before taking the issue to the Consumer Disputes Board.

 

If you wish to make a complaint about an insurance policy purchased online you may be able to use the European Commission’s Online Dispute Resolution platform .

 

Feedback

AIG is eager to learn from users' experiences of the site. If you do have any comments or suggestions, please email them to us at travelguardfinland@aig.com