Based on recent customer reviews, AIG South Africa Limited is described by policyholders as extremely difficult to deal with once a claim is lodged. Complaints centre on hospital cash plan and third party motor claims sitting unresolved for months, unanswered emails, unreturned calls and named claims handlers going silent. Long standing clients report surprise exclusions, disputed policy lapses and requests for invasive medical records, with several escalating to the Ombudsman. Only the historic pre digital claims experience and one earlier payout are recalled positively.
Replied to 93% of negative reviews
Reply time on negative reviews: 8h 52m
TrustIndex
2.6
Ranking
#80
in Insurance
Reply Time
8h 52m
NPS Score
-100
Recommended: Unlikely
Replied to 93% of negative reviews
Reply time on negative reviews: 8h 52m
Nov '25 - Oct '26
Frequently Asked Questions About AIG South Africa Limited
What do customers say about AIG South Africa Limited?
Based on recent customer reviews, AIG South Africa Limited is described by policyholders as extremely difficult to deal with once a claim is lodged. Complaints centre on hospital cash plan and third party motor claims sitting unresolved for months, unanswered emails, unreturned calls and named claims handlers going silent. Long standing clients report surprise exclusions, disputed policy lapses and requests for invasive medical records, with several escalating to the Ombudsman. Only the historic pre digital claims experience and one earlier payout are recalled positively.
Is AIG South Africa Limited trustworthy?
AIG South Africa Limited has a TrustIndex of 2.6 out of 10 on Hellopeter, based on 14 reviews in the last 12 months. They reply to 93% of negative reviews, typically within 8 hours 52 min. Hellopeter has tracked AIG South Africa Limited across 397 total reviews. How is the TrustIndex calculated? →
Recent reviews (14)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since May 2012
Pathetic service no provider
This must be the worst insurer in this country. Emails sent a month ago, ignored. Another 2 days ago also ignored. Multiple calls for a call back and no response. You all should be ashamed of yourselves. Especially the management and directors of AIG. IM STILL WAITING. PATTICK ***
1 reviews | Active since May 2012
Pathetic service no provider
This must be the worst insurer in this country. Emails sent a month ago, ignored. Another 2 days ago also ignored. Multiple calls for a call back and no response. You all should be ashamed of yourselves. Especially the management and directors of AIG. IM STILL WAITING. PATTICK ***
1 reviews | Active since Oct 2026
I've claimed and submitted my documents still no response
AIG has a terrible service, I've claimed since August 2026 and till yet i have not received any feedback regarding my claim. When I try to call them, no one can assist apparently only the agent who was helping me with the claim can help me but when i ask to be transferred to her they can't transfer calls and they claim she will call me back she doesn't at all. I've submitted all the documents needed and I've requested to speak with their manager and they refuse. Such a terrible experience but they never forget to deduct every month !
1 reviews | Active since Oct 2026
I've claimed and submitted my documents still no response
AIG has a terrible service, I've claimed since August 2026 and till yet i have not received any feedback regarding my claim. When I try to call them, no one can assist apparently only the agent who was helping me with the claim can help me but when i ask to be transferred to her they can't transfer calls and they claim she will call me back she doesn't at all. I've submitted all the documents needed and I've requested to speak with their manager and they refuse. Such a terrible experience but they never forget to deduct every month !
1 reviews | Active since Mar 2021
Poor service
Have a Aig cash plan from Standard bank for many years. This is probably my 2nd claim for over a 10 year plus period. Was admitted to hospital in May 2026 and registered a claim 18June 2026. They have a 48hours claim register policy. 2 weeks later claim still not registered or on the system.
1 reviews | Active since Mar 2021
Poor service
Have a Aig cash plan from Standard bank for many years. This is probably my 2nd claim for over a 10 year plus period. Was admitted to hospital in May 2026 and registered a claim 18June 2026. They have a 48hours claim register policy. 2 weeks later claim still not registered or on the system.
1 reviews | Active since May 2010
AIG South Africa – Still waiting since April. No communication. No payout. No accountability
My claim has now been outstanding since April, and despite numerous follow-ups, I am still no closer to receiving either a decision or a payout. After I lodged my previous complaint, AIG assigned my case to Loretta King, and I was assured that she would personally resolve the matter. Unfortunately, since then, I have experienced exactly the same lack of communication that led to my original complaint. This is marketed as a hospital insurance policy that pays from the first day of hospital admission, yet months later I am still waiting. What concerns me even more is the extent of the confidential medical information I was required to provide. Initially, I submitted my hospital account. Thereafter I was repeatedly asked to provide increasingly invasive medical records, including my blood results, scans, X-rays, CT scans, specialist reports, and doctors' notes. I questioned why such an extensive amount of private medical information was necessary for a hospital cash benefit policy, but I was told that if I did not provide everything requested, my claim would not be paid. Acting in good faith, I comp**** with every request. After each submission, I emailed Ms King asking one simple question: "Is this everything you require, or is there anything further?" I did this repeatedly to avoid unnecessary delays. I have now sent at least three follow-up emails requesting confirmation that all documents have been received and asking whether anything further is required. Those emails have simply gone unanswered. We are now in July. No acknowledgement. No confirmation that my documents are complete. No indication that my claim is being assessed. No request for outstanding information. No decision. No payment. This level of service is completely unacceptable. Customers should not have to chase an insurer for months after complying with every request made of them. If AIG requires additional information, then communicate that. If the claim is being assessed, then say so. Ignoring a customer after requesting highly confidential medical records is neither professional nor acceptable. I now expect AIG to provide: - A written update on the status of my claim. - Confirmation that all documentation has been received. - An explanation for the excessive delay since April. - A prompt resolution and payment of my valid claim, if approved. At this point, I have lost confidence in AIG's claims handling process. I hope this complaint finally results in the communication and accountability that I have been trying to obtain for months.
1 reviews | Active since May 2010
AIG South Africa – Still waiting since April. No communication. No payout. No accountability
My claim has now been outstanding since April, and despite numerous follow-ups, I am still no closer to receiving either a decision or a payout. After I lodged my previous complaint, AIG assigned my case to Loretta King, and I was assured that she would personally resolve the matter. Unfortunately, since then, I have experienced exactly the same lack of communication that led to my original complaint. This is marketed as a hospital insurance policy that pays from the first day of hospital admission, yet months later I am still waiting. What concerns me even more is the extent of the confidential medical information I was required to provide. Initially, I submitted my hospital account. Thereafter I was repeatedly asked to provide increasingly invasive medical records, including my blood results, scans, X-rays, CT scans, specialist reports, and doctors' notes. I questioned why such an extensive amount of private medical information was necessary for a hospital cash benefit policy, but I was told that if I did not provide everything requested, my claim would not be paid. Acting in good faith, I comp**** with every request. After each submission, I emailed Ms King asking one simple question: "Is this everything you require, or is there anything further?" I did this repeatedly to avoid unnecessary delays. I have now sent at least three follow-up emails requesting confirmation that all documents have been received and asking whether anything further is required. Those emails have simply gone unanswered. We are now in July. No acknowledgement. No confirmation that my documents are complete. No indication that my claim is being assessed. No request for outstanding information. No decision. No payment. This level of service is completely unacceptable. Customers should not have to chase an insurer for months after complying with every request made of them. If AIG requires additional information, then communicate that. If the claim is being assessed, then say so. Ignoring a customer after requesting highly confidential medical records is neither professional nor acceptable. I now expect AIG to provide: - A written update on the status of my claim. - Confirmation that all documentation has been received. - An explanation for the excessive delay since April. - A prompt resolution and payment of my valid claim, if approved. At this point, I have lost confidence in AIG's claims handling process. I hope this complaint finally results in the communication and accountability that I have been trying to obtain for months.
1 reviews | Active since May 2010
AIG DEFIES Poppi act AND DELAYS TO PAY
I have been an AIG Hospital Plan client for more than 10 years. This policy is a hospital cash plan that pays a fixed daily benefit from day one of hospital admission. It is not a medical aid and does not pay based on diagnosis, treatment outcome or medical condition severity. I was recently admitted to hospital by my GP due to a heart-related condition. During my stay, a hernia was also discovered. After discharge, I submitted my hospital cash plan claim together with the hospital account clearly showing my admission and discharge dates. Due to AIG changing their claims system, I first struggled to obtain the correct process and forms. I eventually uploaded all required documents through the new online portal nearly 3 weeks ago. After hearing absolutely nothing further, I contacted AIG today to complain about the delay and was advised that Loretta King is now handling my claim. I then queried why nobody had contacted me regarding any outstanding information. Ms King responded by saying, “Oh, I just emailed it.” Had I not personally called today to follow up, how much longer would I have been left waiting without any communication? I fully understand and accept reasonable verification requests such as: * Copy of ID * Proof of bank account However, I am extremely concerned and confused by AIG now demanding: * Copies of all blood test results * Radiology reports * Oncology reports * Full medical findings * A motivation letter from the cardiologist explaining why I was admitted to hospital Why are these documents necessary for a hospital cash plan that simply pays a daily amount based on hospital admission? My hospital account already clearly confirms: * Date of admission * Date of discharge * Length of hospital stay Surely that is what determines the payout under this type of policy. This is not a medical aid claim requiring treatment authorisation or investigation into diagnoses. It is a fixed hospital benefit policy. My blood test results, oncology records, scans, specialist reports and private medical findings have absolutely nothing to do with confirming whether I was admitted to hospital for the number of days reflected on the hospital account. What concerns me even more is that I previously had a completely separate cancer policy with AIG. In 2016, after I was diagnosed with breast cancer and underwent a double mastectomy, that cancer policy paid out and was then cancelled by AIG. At the time, I specifically questioned what would happen if I ever developed another form of cancer in future, and I was simply told that once the policy paid out, the cover ended permanently. I complained about this situation at the time and never even received proper feedback. I therefore find it deeply concerning that oncology reports are now suddenly being requested on an unrelated hospital cash plan claim. Why is oncology information being requested when: * I was admitted for a heart-related condition; * A hernia was discovered during admission; and * This policy only pays a daily hospital benefit? I believe these requests are excessive, invasive and unrelated to the actual benefit being claimed. I am also concerned about the unnecessary processing of highly sensitive personal medical information and whether this aligns with the principles of the POPIA Act. After faithfully paying premiums for over a decade, I am extremely disappointed by: * Excessive delays * Poor communication * Constant changes to the claims process * Lack of transparency * Last-minute requests for additional documents * Demands for highly confidential medical records unrelated to a hospital cash plan payout I would appreciate a proper explanation from AIG as to why all these deeply private medical records are necessary to process a simple hospital cash plan claim based on confirmed admission and discharge dates.
1 reviews | Active since May 2010
AIG DEFIES Poppi act AND DELAYS TO PAY
I have been an AIG Hospital Plan client for more than 10 years. This policy is a hospital cash plan that pays a fixed daily benefit from day one of hospital admission. It is not a medical aid and does not pay based on diagnosis, treatment outcome or medical condition severity. I was recently admitted to hospital by my GP due to a heart-related condition. During my stay, a hernia was also discovered. After discharge, I submitted my hospital cash plan claim together with the hospital account clearly showing my admission and discharge dates. Due to AIG changing their claims system, I first struggled to obtain the correct process and forms. I eventually uploaded all required documents through the new online portal nearly 3 weeks ago. After hearing absolutely nothing further, I contacted AIG today to complain about the delay and was advised that Loretta King is now handling my claim. I then queried why nobody had contacted me regarding any outstanding information. Ms King responded by saying, “Oh, I just emailed it.” Had I not personally called today to follow up, how much longer would I have been left waiting without any communication? I fully understand and accept reasonable verification requests such as: * Copy of ID * Proof of bank account However, I am extremely concerned and confused by AIG now demanding: * Copies of all blood test results * Radiology reports * Oncology reports * Full medical findings * A motivation letter from the cardiologist explaining why I was admitted to hospital Why are these documents necessary for a hospital cash plan that simply pays a daily amount based on hospital admission? My hospital account already clearly confirms: * Date of admission * Date of discharge * Length of hospital stay Surely that is what determines the payout under this type of policy. This is not a medical aid claim requiring treatment authorisation or investigation into diagnoses. It is a fixed hospital benefit policy. My blood test results, oncology records, scans, specialist reports and private medical findings have absolutely nothing to do with confirming whether I was admitted to hospital for the number of days reflected on the hospital account. What concerns me even more is that I previously had a completely separate cancer policy with AIG. In 2016, after I was diagnosed with breast cancer and underwent a double mastectomy, that cancer policy paid out and was then cancelled by AIG. At the time, I specifically questioned what would happen if I ever developed another form of cancer in future, and I was simply told that once the policy paid out, the cover ended permanently. I complained about this situation at the time and never even received proper feedback. I therefore find it deeply concerning that oncology reports are now suddenly being requested on an unrelated hospital cash plan claim. Why is oncology information being requested when: * I was admitted for a heart-related condition; * A hernia was discovered during admission; and * This policy only pays a daily hospital benefit? I believe these requests are excessive, invasive and unrelated to the actual benefit being claimed. I am also concerned about the unnecessary processing of highly sensitive personal medical information and whether this aligns with the principles of the POPIA Act. After faithfully paying premiums for over a decade, I am extremely disappointed by: * Excessive delays * Poor communication * Constant changes to the claims process * Lack of transparency * Last-minute requests for additional documents * Demands for highly confidential medical records unrelated to a hospital cash plan payout I would appreciate a proper explanation from AIG as to why all these deeply private medical records are necessary to process a simple hospital cash plan claim based on confirmed admission and discharge dates.
1 reviews | Active since Nov 2013
AIG - ********* sales pitches for business
I have been a loyal and consistent paying customer of AIG since 2007. I can recall the very day that 1 of the sales consultants called me to explain the policy benefits for me to take up the policy, The consultant explained that the policy was an ACCIDENT protection policy, meaning it WOULD pay out for anything related to a vehicle accident, even if it was a bumper-bash etc. I accepted the policy and took it out and have been a paying customer for all these years. Yes, I received the policy schedule with lots of details and fine print. My error was not that I did not read the fine print and wording once I received it, but rather believing their sales person's word over the call informing me of the benefits and what a great deal it was. I took his word and was naive enough to think I did not have to read through all the policy wording sent to me afterwards, surely, AIG could be a trusted company and would not lie... Over all these years I have luckily never had to claim until now, when I have been a victim of being crashed into from behind due to a taxi abruptly stopping and causing the accident then all drivers driving away. Not only am I in chronic pain now due to the severe concussion and whiplash I have endured, but now have medical bills to pay for the ER, CT scan, damage to my car, excess etc. The assumed comfort of knowing I had a policy that would at the very least assist me financially with these unforeseen expenses are now a nightmare I am dealing with, with AIG. Even though I am in physical pain, I forced myself to physically attend a Police station to report the accident and get all required documentation in order to submit my claim to AIG, for help. Yet, I was shocked to receive feedback that not only will AIG NOT be paying 1 cent towards my accident fees, I realised that I was also **** to and sold false and misleading sales pitch in order to get me to sign up to the policy all these years back!! I have requested the recording for the call whereby the sales consultant MISLED me into taking up this policy. I have had a response saying I should have read the policy wording, yet no accountability is being taken for the misleading sales consultant misleading who knows how many other customers... This is not on AIG, all trust is gone and you should be ashamed of yourselves for such disgraceful service and ********* operations!
1 reviews | Active since Nov 2013
AIG - ********* sales pitches for business
I have been a loyal and consistent paying customer of AIG since 2007. I can recall the very day that 1 of the sales consultants called me to explain the policy benefits for me to take up the policy, The consultant explained that the policy was an ACCIDENT protection policy, meaning it WOULD pay out for anything related to a vehicle accident, even if it was a bumper-bash etc. I accepted the policy and took it out and have been a paying customer for all these years. Yes, I received the policy schedule with lots of details and fine print. My error was not that I did not read the fine print and wording once I received it, but rather believing their sales person's word over the call informing me of the benefits and what a great deal it was. I took his word and was naive enough to think I did not have to read through all the policy wording sent to me afterwards, surely, AIG could be a trusted company and would not lie... Over all these years I have luckily never had to claim until now, when I have been a victim of being crashed into from behind due to a taxi abruptly stopping and causing the accident then all drivers driving away. Not only am I in chronic pain now due to the severe concussion and whiplash I have endured, but now have medical bills to pay for the ER, CT scan, damage to my car, excess etc. The assumed comfort of knowing I had a policy that would at the very least assist me financially with these unforeseen expenses are now a nightmare I am dealing with, with AIG. Even though I am in physical pain, I forced myself to physically attend a Police station to report the accident and get all required documentation in order to submit my claim to AIG, for help. Yet, I was shocked to receive feedback that not only will AIG NOT be paying 1 cent towards my accident fees, I realised that I was also **** to and sold false and misleading sales pitch in order to get me to sign up to the policy all these years back!! I have requested the recording for the call whereby the sales consultant MISLED me into taking up this policy. I have had a response saying I should have read the policy wording, yet no accountability is being taken for the misleading sales consultant misleading who knows how many other customers... This is not on AIG, all trust is gone and you should be ashamed of yourselves for such disgraceful service and ********* operations!
1 reviews | Active since Jan 2026
Dishonerst
I have a long-standing policy to cover medical expenses with this company. i was recently hospitalized for surgery and submitted the claim. I was told today they are not going to pay as I am a type 2 diabetic and that diabetes is excluded? This was never mentioned before. It has been a long battle to lodge the claim and to get ant feedback from them. Now 3 weeks later I am told that they will not pay.
1 reviews | Active since Jan 2026
Dishonerst
I have a long-standing policy to cover medical expenses with this company. i was recently hospitalized for surgery and submitted the claim. I was told today they are not going to pay as I am a type 2 diabetic and that diabetes is excluded? This was never mentioned before. It has been a long battle to lodge the claim and to get ant feedback from them. Now 3 weeks later I am told that they will not pay.