PATHETIC, TERRIBLE, RIDICULOUS SERVICE FROM AIG TRAVEL INSURANCE

I had a travel policy with AIG South Africa Limited. I took out this policy in Sept 2021 after I booked my flights for my Dec 2021 trip to the UK. Unfortunately, in Dec 2021 I contracted Covid and couldn’t travel to the UK. On the 16th December I received my positive covid test result and immediately phoned the claims department. I advised them of what happened and asked for a claim form. This claim form was only sent to me mid Jan 2022. I submitted my claim and all documents needed on the 21 Jan 2022. On the 27 Jan I phoned AIG on *** and spoke to Caren who advised me that all my documents were received and that the claim will be assessed, and I would receive feedback in about 30 working days due to the backlog in claims. This was understandable. I waited patiently and phoned back on the 17th Feb. I was advised that claim was still being assessed and that they were busy with claims of late Dec 2021. I was advised to phone back in another 10 working days. I phoned back on the 17 March 2022, a MONTH later. I was told EXACLTY the same thing as on the 27 Jan and 17 Feb. There was a back log, they will escalate. Once again, I trusted them and waited for some kind of feedback. I phoned back on the 31 March and Caren answered again. I was promised that she would personally escalate my query/claim and will send me an email confirming how far the claim is. By the 28 April I was still waiting for an email and I phoned again. Frank answered and advised he will escalate again and that I should phone back in 10 days ONCE AGAIN. So today 13 May I phoned the call centre. Frank answered after I held for 35min. And surprise surprise NO feedback once again. Yes, they received the docs, yes all the documents are in order, but NO FEEDBACK.

Its been 4 months since I submitted the claim documents and no one wants to accept responsibility for sorting out a claim. Its been 4 months and there is STILL a backlog. How long must we wait for claims to pay out? This is ridiculous. I requested to speak to a supervisor or manager and the answer was: “ We don’t have a manager!” What nonsense is that? I haven’t even submitted a claim for a huge sum of money, I have lost a lot more money, time spending on sending, resending emails, making phone calls than the amount I claimed for.

The service received from AIG up until this point has been pathetic, I will never again take out any insurance cover with any company affiliated with AIG.