SS
Simphiwe S
1 reviews | Active since Sept 2024
15 Oct 2025, 09:07
I’m extremely disappointed with how AIG LIFE handled my late grandmother’s life insurance policies
I’m extremely disappointed with how AIG LIFE handled my late grandmother’s life insurance policies. There was no transparency, poor communication, and serious administrative failures. No proof of cancellation was ever provided — neither my grandmother nor the family received any termination notice. AIG’s call centre said lapse was in 2015, but their investigation claims 2012 — a clear contradiction. Employee Zondi claimed she knew about lapses, but there’s no evidence or dates. The policy’s “disappearance clause” and definition of “physical defects” (which includes septic bed sores, her cause of death) were ignored. The Charter Life transfer was never communicated to the family. 102 months of premiums were paid, which should not be disregarded. Representative Lerato Mapaletsebe was rude and dismissive. This was an elderly rural policyholder. AIG LIFE must take accountability and reconsider this claim.
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Replies (3)
AIG South Africa Limited's replyOfficial
15 Oct 2025, 11:20 Dear Mr Simelane
We acknowledge receipt of your review and we sincerely apologize for the frustration you are experiencing with us. We would like to first say that this matter was brought to our attention on 06 September 2024 where you wrote to us expressing your concerns with regard to your claim. We can confirm that your claim was addressed accordingly and you were provided with all details to escalate your case to the office of the Ombudsman should you remain dissatisfied with our response. A senior claim esaminar will be in contact with you shortly.
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
We acknowledge receipt of your review and we sincerely apologize for the frustration you are experiencing with us. We would like to first say that this matter was brought to our attention on 06 September 2024 where you wrote to us expressing your concerns with regard to your claim. We can confirm that your claim was addressed accordingly and you were provided with all details to escalate your case to the office of the Ombudsman should you remain dissatisfied with our response. A senior claim esaminar will be in contact with you shortly.
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
Kind regards,
Customer Resolutions Team
Email address: ***
Customer Resolutions Team
Email address: ***
AIG South Africa Limited's reply15 Oct 2025, 11:20
Official
Dear Mr Simelane
We acknowledge receipt of your review and we sincerely apologize for the frustration you are experiencing with us. We would like to first say that this matter was brought to our attention on 06 September 2024 where you wrote to us expressing your concerns with regard to your claim. We can confirm that your claim was addressed accordingly and you were provided with all details to escalate your case to the office of the Ombudsman should you remain dissatisfied with our response. A senior claim esaminar will be in contact with you shortly.
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
We acknowledge receipt of your review and we sincerely apologize for the frustration you are experiencing with us. We would like to first say that this matter was brought to our attention on 06 September 2024 where you wrote to us expressing your concerns with regard to your claim. We can confirm that your claim was addressed accordingly and you were provided with all details to escalate your case to the office of the Ombudsman should you remain dissatisfied with our response. A senior claim esaminar will be in contact with you shortly.
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
Kind regards,
Customer Resolutions Team
Email address: ***
Customer Resolutions Team
Email address: ***
SS
Simphiwe S's updateReviewer Update
15 Oct 2025, 16:09I am following up regarding my complaint against AIG Life South Africa Limited, which I submitted on 15 October 2025 (Ref: GCS-531322).
Despite receiving acknowledgment from AIG that my complaint would be addressed within 21 days, no resolution or substantive response has been provided to date. The complaint pertains to the mishandling of my late grandmother’s life insurance policies, including poor communication, lack of transparency, and disputed policy cancellations.
I am extremely disappointed with the continued delay and lack of accountability from AIG, particularly given their obligation to handle complaints fairly, consistently, and promptly. Their response effectively leaves my claim unresolved and ignores my rights as a policy they refuse to pay one of the policy for fairness even half of that benefit will be accepted they they are not good company it biggest ****mer
Despite receiving acknowledgment from AIG that my complaint would be addressed within 21 days, no resolution or substantive response has been provided to date. The complaint pertains to the mishandling of my late grandmother’s life insurance policies, including poor communication, lack of transparency, and disputed policy cancellations.
I am extremely disappointed with the continued delay and lack of accountability from AIG, particularly given their obligation to handle complaints fairly, consistently, and promptly. Their response effectively leaves my claim unresolved and ignores my rights as a policy they refuse to pay one of the policy for fairness even half of that benefit will be accepted they they are not good company it biggest ****mer
SS
Simphiwe S's update15 Oct 2025, 16:09
Reviewer Update
I am following up regarding my complaint against AIG Life South Africa Limited, which I submitted on 15 October 2025 (Ref: GCS-531322).
Despite receiving acknowledgment from AIG that my complaint would be addressed within 21 days, no resolution or substantive response has been provided to date. The complaint pertains to the mishandling of my late grandmother’s life insurance policies, including poor communication, lack of transparency, and disputed policy cancellations.
I am extremely disappointed with the continued delay and lack of accountability from AIG, particularly given their obligation to handle complaints fairly, consistently, and promptly. Their response effectively leaves my claim unresolved and ignores my rights as a policy they refuse to pay one of the policy for fairness even half of that benefit will be accepted they they are not good company it biggest ****mer
Despite receiving acknowledgment from AIG that my complaint would be addressed within 21 days, no resolution or substantive response has been provided to date. The complaint pertains to the mishandling of my late grandmother’s life insurance policies, including poor communication, lack of transparency, and disputed policy cancellations.
I am extremely disappointed with the continued delay and lack of accountability from AIG, particularly given their obligation to handle complaints fairly, consistently, and promptly. Their response effectively leaves my claim unresolved and ignores my rights as a policy they refuse to pay one of the policy for fairness even half of that benefit will be accepted they they are not good company it biggest ****mer
AIG South Africa Limited's replyOfficial
16 Oct 2025, 08:45Good day
An email dated 15 October 2025 was sent to you at 12:12pm from our senior claim examiner addressing your concerns. We appreciate you engaging with us however we can confirm that this matter has been addressed within the time frame.
Kind regards
Customer Resolutions Team
An email dated 15 October 2025 was sent to you at 12:12pm from our senior claim examiner addressing your concerns. We appreciate you engaging with us however we can confirm that this matter has been addressed within the time frame.
Kind regards
Customer Resolutions Team
AIG South Africa Limited-Conduct and Customer Relations
AIG South Africa Limited's reply16 Oct 2025, 08:45
Official
Good day
An email dated 15 October 2025 was sent to you at 12:12pm from our senior claim examiner addressing your concerns. We appreciate you engaging with us however we can confirm that this matter has been addressed within the time frame.
Kind regards
Customer Resolutions Team
An email dated 15 October 2025 was sent to you at 12:12pm from our senior claim examiner addressing your concerns. We appreciate you engaging with us however we can confirm that this matter has been addressed within the time frame.
Kind regards
Customer Resolutions Team
AIG South Africa Limited-Conduct and Customer Relations