jM
janine M
1 reviews | Active since May 2010
02 Jul 2026, 10:48
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.
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Replies (5)0
Replies (5)
AIG South Africa Limited's replyOfficial
02 Jul 2026, 11:51 Dear Ms Janine,
We acknowledge receipt of your review and we sincerely apologize for the frustration you are experiencing with us. We have had the opportunity to contact your claim handler for this case and has been confirmed that the claim is being processed and a letter will be sent to you shortly to confirm such.
We to express our apology for the delay in settling the claim, the claim handler however has been in contact with you via email.
We to express our apology for the delay in settling the claim, the claim handler however has been in contact with you via email.
Kindly note that it is never our intention to treat our clients with anything except the highest regard. At AIG we take pride in ensuring our customers satisfaction. Should you have further concerns please do not hesitate to contact us.
Kind regards,
Customer Resolutions Team
AIG South Africa Limited-Conduct and Customer Relations
AIG South Africa Limited's reply02 Jul 2026, 11:51
Official
Dear Ms Janine,
We acknowledge receipt of your review and we sincerely apologize for the frustration you are experiencing with us. We have had the opportunity to contact your claim handler for this case and has been confirmed that the claim is being processed and a letter will be sent to you shortly to confirm such.
We to express our apology for the delay in settling the claim, the claim handler however has been in contact with you via email.
We to express our apology for the delay in settling the claim, the claim handler however has been in contact with you via email.
Kindly note that it is never our intention to treat our clients with anything except the highest regard. At AIG we take pride in ensuring our customers satisfaction. Should you have further concerns please do not hesitate to contact us.
Kind regards,
Customer Resolutions Team
AIG South Africa Limited-Conduct and Customer Relations
jM
janine M's updateReviewer Update
09 Jul 2026, 10:36AIG – My claim is now in its fourth month, and I am still chasing payment
Unfortunately, I have to return to HelloPeter because, despite my previous complaint appearing to resolve the matter, I am once again left with no payment and no satisfactory explanation.
My hospital admission was in April 2026.
This is a hospital cash benefit policy that advertises payment from the first day of hospital admission, yet I have now spent months chasing a legitimate claim.
Initially, I submitted my hospital account. I was then asked to provide increasingly extensive and highly confidential medical information, including blood results, CT scans, X-rays, specialist reports and other medical records. I questioned why such detailed medical information was required for a hospital cash benefit, but I was advised that if I did not provide everything requested, my claim could not be processed.
I comp**** fully.
After every submission, I emailed my claims handler, Ms Loretta King, asking whether all documents had been received and whether anything further was required. I sent several follow-up emails, many of which went unanswered.
With no meaningful communication, I eventually lodged a complaint on HelloPeter.
Following my complaint, AIG responded by apologising for the delay and advising that my claim was being processed. Approximately one hour later, on 2 July 2026 at 12:11, Ms King emailed me confirming that payment had been concluded and that AIG had instructed their bankers to credit my account. Her email specifically stated that the funds would reflect within 2–3 working days.
Today is 9 July 2026.
The payment has still not reflected.
So once again I find myself having to chase AIG.
To add to my frustration, after receiving the payment confirmation, I asked Ms King whether my other AIG policies, which also contain hospital and illness benefits, had been assessed. Rather than checking my existing portfolio or advising me of any additional benefits I may be entitled to, I simply received a generic link telling me how to submit another claim.
As an existing client with multiple AIG policies, I expected a far better level of customer service. Surely AIG has access to my policies and can advise whether additional benefits may be payable from the same hospital admission instead of expecting customers to discover and submit every possible claim themselves.
I now request the following:
- Confirmation that the payment was in fact released, together with proof of payment and the payment reference.
- An explanation as to why payment has still not reflected despite AIG's written confirmation that it would do so within 2–3 working days.
- That my complaint be escalated to the Claims Manager or a senior manager with the authority to resolve this matter.
- A review of all my AIG policies to determine whether I qualify for any additional hospital or illness benefits arising from the same admission.
- A dedicated point of contact who will take ownership of my claims instead of requiring me to repeatedly chase updates.
I should not have to rely on HelloPeter every time I need AIG to respond to emails or honour commitments made in writing.
After paying my premiums faithfully, I expected prompt service, clear communication and payment in accordance with my policy. Instead, I have experienced months of delays, repeated follow-ups, promises that have not been honoured, and service that has left me with very little confidence in AIG's claims process.
I sincerely hope that someone in senior management will now intervene and bring this matter to a proper conclusion.
jM
janine M's update09 Jul 2026, 10:36
Reviewer Update
AIG – My claim is now in its fourth month, and I am still chasing payment
Unfortunately, I have to return to HelloPeter because, despite my previous complaint appearing to resolve the matter, I am once again left with no payment and no satisfactory explanation.
My hospital admission was in April 2026.
This is a hospital cash benefit policy that advertises payment from the first day of hospital admission, yet I have now spent months chasing a legitimate claim.
Initially, I submitted my hospital account. I was then asked to provide increasingly extensive and highly confidential medical information, including blood results, CT scans, X-rays, specialist reports and other medical records. I questioned why such detailed medical information was required for a hospital cash benefit, but I was advised that if I did not provide everything requested, my claim could not be processed.
I comp**** fully.
After every submission, I emailed my claims handler, Ms Loretta King, asking whether all documents had been received and whether anything further was required. I sent several follow-up emails, many of which went unanswered.
With no meaningful communication, I eventually lodged a complaint on HelloPeter.
Following my complaint, AIG responded by apologising for the delay and advising that my claim was being processed. Approximately one hour later, on 2 July 2026 at 12:11, Ms King emailed me confirming that payment had been concluded and that AIG had instructed their bankers to credit my account. Her email specifically stated that the funds would reflect within 2–3 working days.
Today is 9 July 2026.
The payment has still not reflected.
So once again I find myself having to chase AIG.
To add to my frustration, after receiving the payment confirmation, I asked Ms King whether my other AIG policies, which also contain hospital and illness benefits, had been assessed. Rather than checking my existing portfolio or advising me of any additional benefits I may be entitled to, I simply received a generic link telling me how to submit another claim.
As an existing client with multiple AIG policies, I expected a far better level of customer service. Surely AIG has access to my policies and can advise whether additional benefits may be payable from the same hospital admission instead of expecting customers to discover and submit every possible claim themselves.
I now request the following:
- Confirmation that the payment was in fact released, together with proof of payment and the payment reference.
- An explanation as to why payment has still not reflected despite AIG's written confirmation that it would do so within 2–3 working days.
- That my complaint be escalated to the Claims Manager or a senior manager with the authority to resolve this matter.
- A review of all my AIG policies to determine whether I qualify for any additional hospital or illness benefits arising from the same admission.
- A dedicated point of contact who will take ownership of my claims instead of requiring me to repeatedly chase updates.
I should not have to rely on HelloPeter every time I need AIG to respond to emails or honour commitments made in writing.
After paying my premiums faithfully, I expected prompt service, clear communication and payment in accordance with my policy. Instead, I have experienced months of delays, repeated follow-ups, promises that have not been honoured, and service that has left me with very little confidence in AIG's claims process.
I sincerely hope that someone in senior management will now intervene and bring this matter to a proper conclusion.
AIG South Africa Limited's replyOfficial
10 Jul 2026, 09:53Dear Ms Michel
We acknowledge receipt of your review and we sincerely apologize for the frustration you are experiencing with us. We have had the opportunity to contact your claim handler for this case and can confirm that she will be in contact with you shortly.
For any further correspondences kindly reach out to us on the following email address ***.
We acknowledge receipt of your review and we sincerely apologize for the frustration you are experiencing with us. We have had the opportunity to contact your claim handler for this case and can confirm that she will be in contact with you shortly.
For any further correspondences kindly reach out to us on the following email address ***.
Kind regards,
Customer Resolutions Team
AIG South Africa Limited-Conduct and Customer Relations
AIG South Africa Limited's reply10 Jul 2026, 09:53
Official
Dear Ms Michel
We acknowledge receipt of your review and we sincerely apologize for the frustration you are experiencing with us. We have had the opportunity to contact your claim handler for this case and can confirm that she will be in contact with you shortly.
For any further correspondences kindly reach out to us on the following email address ***.
We acknowledge receipt of your review and we sincerely apologize for the frustration you are experiencing with us. We have had the opportunity to contact your claim handler for this case and can confirm that she will be in contact with you shortly.
For any further correspondences kindly reach out to us on the following email address ***.
Kind regards,
Customer Resolutions Team
AIG South Africa Limited-Conduct and Customer Relations
jM
janine M's updateReviewer Update
15 Jul 2026, 14:21AIG – Another promise broken. Still no payment since April.
I genuinely do not know what more I have to do to receive a benefit that I have paid premiums for.
My hospital admission was in April 2026.
After submitting my claim, I was repeatedly asked to provide additional confidential medical information, including blood results, CT scans, X-rays, specialist reports and other medical records. I comp**** with every request.
Months passed with very little communication.
Only after lodging my first HelloPeter complaint did anything happen.
On 2 July 2026, I received an email from my claims handler, Ms Loretta King, advising that my claim had been concluded and that AIG had instructed their bankers to pay R14,400 into my nominated bank account. I was specifically told the funds would reflect within 2–3 working days.
They never did.
I then lodged another HelloPeter complaint.
On 10 July 2026, AIG responded, apologised and advised that Ms King would contact me.
She did.
During our telephone conversation, I was told that the Finance Department had experienced glitches, which was the reason the payment had not been made, and I was assured that the payment would now be made within another two business days.
Today is 15 July 2026.
Once again, there is still no payment.
What concerns me most is not only the delay, but the complete lack of proactive communication.
Had I not complained on HelloPeter for a second time, I would never have known there was supposedly a problem in the Finance Department.
Why was I not contacted?
Why was I not sent a simple email explaining the delay?
Instead, I was left waiting yet again, with no communication whatsoever.
I also raised another concern with Ms King regarding my mother's policies. My mother is 80 years old and also has AIG policies that include hospital and illness benefits.
Rather than assisting an elderly client by checking her existing policies and advising what benefits may be available, we were simply sent a generic link and told to submit another claim ourselves.
That is not customer service.
Excellent customer service means helping your clients, especially elderly clients, not simply directing them to a website and expecting them to work everything out themselves.
I explained to Ms King that my frustration is not personal—it is the level of service we have experienced throughout this process.
A simple phone call or email advising that Finance had experienced a delay would have prevented another HelloPeter complaint.
Instead, the pattern has been the same throughout:
- No communication.
- No updates.
- Promises only after a HelloPeter complaint.
- Deadlines that are repeatedly missed.
My question to AIG is simple:
Why does it take a HelloPeter complaint every single time before someone contacts the customer?
I now request immediate confirmation that payment has actually been released, together with proof of payment and the banking reference.
I also request that this matter be escalated beyond the current claims handler to a senior Claims Manager, as this claim has now been outstanding since April, despite repeated assurances that payment was imminent.
As a long-standing premium-paying customer, I find this level of service extremely disappointing and completely unacceptable
jM
janine M's update15 Jul 2026, 14:21
Reviewer Update
AIG – Another promise broken. Still no payment since April.
I genuinely do not know what more I have to do to receive a benefit that I have paid premiums for.
My hospital admission was in April 2026.
After submitting my claim, I was repeatedly asked to provide additional confidential medical information, including blood results, CT scans, X-rays, specialist reports and other medical records. I comp**** with every request.
Months passed with very little communication.
Only after lodging my first HelloPeter complaint did anything happen.
On 2 July 2026, I received an email from my claims handler, Ms Loretta King, advising that my claim had been concluded and that AIG had instructed their bankers to pay R14,400 into my nominated bank account. I was specifically told the funds would reflect within 2–3 working days.
They never did.
I then lodged another HelloPeter complaint.
On 10 July 2026, AIG responded, apologised and advised that Ms King would contact me.
She did.
During our telephone conversation, I was told that the Finance Department had experienced glitches, which was the reason the payment had not been made, and I was assured that the payment would now be made within another two business days.
Today is 15 July 2026.
Once again, there is still no payment.
What concerns me most is not only the delay, but the complete lack of proactive communication.
Had I not complained on HelloPeter for a second time, I would never have known there was supposedly a problem in the Finance Department.
Why was I not contacted?
Why was I not sent a simple email explaining the delay?
Instead, I was left waiting yet again, with no communication whatsoever.
I also raised another concern with Ms King regarding my mother's policies. My mother is 80 years old and also has AIG policies that include hospital and illness benefits.
Rather than assisting an elderly client by checking her existing policies and advising what benefits may be available, we were simply sent a generic link and told to submit another claim ourselves.
That is not customer service.
Excellent customer service means helping your clients, especially elderly clients, not simply directing them to a website and expecting them to work everything out themselves.
I explained to Ms King that my frustration is not personal—it is the level of service we have experienced throughout this process.
A simple phone call or email advising that Finance had experienced a delay would have prevented another HelloPeter complaint.
Instead, the pattern has been the same throughout:
- No communication.
- No updates.
- Promises only after a HelloPeter complaint.
- Deadlines that are repeatedly missed.
My question to AIG is simple:
Why does it take a HelloPeter complaint every single time before someone contacts the customer?
I now request immediate confirmation that payment has actually been released, together with proof of payment and the banking reference.
I also request that this matter be escalated beyond the current claims handler to a senior Claims Manager, as this claim has now been outstanding since April, despite repeated assurances that payment was imminent.
As a long-standing premium-paying customer, I find this level of service extremely disappointing and completely unacceptable
AIG South Africa Limited's replyOfficial
15 Jul 2026, 18:50Dear Ms Michel
We acknowledge receipt of your review and we sincerely apologise for the frustration you are experiencing with us. We will be in contact with you tomorrow morning 16 July 2026 once again, kindly accept our sincere apologies.
For any further correspondences kindly reach out to us on the following email address ***.
We acknowledge receipt of your review and we sincerely apologise for the frustration you are experiencing with us. We will be in contact with you tomorrow morning 16 July 2026 once again, kindly accept our sincere apologies.
For any further correspondences kindly reach out to us on the following email address ***.
Kind regards,
Customer Resolutions Team
AIG South Africa Limited-Conduct and Customer Relations
*** or contact us on ***
AIG South Africa Limited's reply15 Jul 2026, 18:50
Official
Dear Ms Michel
We acknowledge receipt of your review and we sincerely apologise for the frustration you are experiencing with us. We will be in contact with you tomorrow morning 16 July 2026 once again, kindly accept our sincere apologies.
For any further correspondences kindly reach out to us on the following email address ***.
We acknowledge receipt of your review and we sincerely apologise for the frustration you are experiencing with us. We will be in contact with you tomorrow morning 16 July 2026 once again, kindly accept our sincere apologies.
For any further correspondences kindly reach out to us on the following email address ***.
Kind regards,
Customer Resolutions Team
AIG South Africa Limited-Conduct and Customer Relations
*** or contact us on ***