AIG

“Claim Numbers ***ZA and ***ZA”

My mother and my father had 2 hospital plans with AIG for years. Their premiums were always paid in full and in time. My mother fell, 4 March 2020 and broke her hip and shoulder and was taken up in hospital on that same day. She was discharged on 19 March and was transported with an Ambulance from hospital to home, since she wasn’t in a condition to travel by car. She passed away 29th March 2020. We’ve started with the a claim process about 2 / 3 months ago and submitted all the required documents. I’ve received an email from Michelle Johnson, who acknowledge receipt of the claim notification who advised that the AIG policy numbers attached to the insured is no longer current and she requested with the current AIG policy number – I don’t know how, because the debit orders was taken from my mother’s account till her death. On 27 July 2020, I’ve received another email from Sanukapriya Rajagopal, who advised that the policy numbers are out of scope to be addressed as an express claim and the claim is being assigned to a complex claims handler and that additional information may be required. On 5 August, I’ve followed up on the progress of the claim where after I was informed that the claims have been escalated to a senior examiner “Ms Masiya Dou”. I’ve send an email to her where after I received an e-mail that she is not in office and was provided with 4 additional e-mail addresses of contact persons in her absence i.e. Mabaso Simangele, Sibongile Mkhontwana, Navasha Pillay and Lerato Mapaletsebe. I’ve send the same follow up e-mail to them all, even provide them with my cell phone number, but no response. On 13 August, I’ve received an email back from “Misaya Dou” who requested for a “Death Certificate, Stamped discharged Summary as well as an Estate Late Bank account” which was submitted with immediate effect.” However, I’ve pointed out to her that we haven’t received a “Stamped Discharge Summary document” but refer her to the AIG claim form which clearly states the discharge date together with the hospital stamp as well as the doctor’s signature. Today’s date is 27 August 2020 and I haven’t heard anything from her or her or her team yet. On 24 August, we’ve contacted AIG Call centre, who advised us that there is still outstanding documents which is not true – all was submitted already. The call centre advised us that Masiya Dou’s is responsible for this claim and gave us her direct phone number, where after I’ve tried to contact her telephonically (8 times) but to no avail. The phone was just ringing. From the beginning, I’ve pointed out that this is an urgent matter since my belated mother’s estate can’t be finalised without this pay-out. I think this is pathetic service and *********** staff. It would appear to me that they are doing everything they can do to delay payment. Will you please sort this out for me????