Claims Service

When you buy insurance from AIG, you can have confidence that we stand ready to help you recover quickly when the unexpected happens. The claims operation that underpins every AIG policy is one of our greatest strengths, with a strong local claims team backed by our global network of expertise to support you when you face a loss.

Download a Personal Insurance Claim Form

Individual Insurance Claims Form

• Travel & Personal Accident Claim Form
• Automobile Claim Form
• Property Claim Form
• 5 Plus Claim Form
  
• Third Party Liability / Golf Claim Form

Download a Business Insurance Claim Form

• Property / Energy / SME Claim Form
• Financial Lines Claim Form
• Public Liability Claim Form
• Marine Claim Form
• Workmen's Compensation Claim Form
• Trade Credit Claim Form

Committed to Service Excellence

Local Knowledge

Our claims team has first-hand knowledge of risks, business practices, regulatory related issues. The team is supported by dedicated Claims Managers, ensuring that you are satisfied with the progress of your claim every step of the way.

Dedicated, Focused Claims Handling

We get your claim to the right expert fast. Each claim is handled by an examiner with the most appropriate type of expertise, based on the product line and the complexity of the loss. Administrative tasks are handled by separate teams, giving more time for our examiners to work with you on a stronger, more proactive partnership to settle larger and more complex claims, and provide a faster service on more straightforward claims.

Worldwide Capability

For companies doing business overseas, our global network gives us the edge in resolving your claim should a loss occur in a foreign market. We can work across borders with teams in multiple countries, working with local languages, laws and regulations alongside those back home in Thailand.

Global Expertise

Our global claims team comprises over 10,000 claims professionals. We handle millions of claims every year, each one adding to the wealth of knowledge and experience that helps us resolve your claim quickly and efficiently.

Our Claims Promise

Investing in our claims team

In 2015, we have implemented a new framework to further strengthen our claims service:

• Our claims teams now work as one bigger team, with more people available to work on claims.
• We've aligned the specialist and technical expertise of our claims examiners to the line of business and complexity of the claim, allowing each claim to be managed in a more efficient and proactive manner.
• Specialist administration teams now handle administration and support functions, so that our claims examiners can remain focused on the technical management of the claim.
• There is now greater contact between you and your claims examiner, enabling a more proactive and collaborative approach to claims resolution.

These changes, along with enhanced claims handling processes and technology, offer you more peace of mind when you need it most.

Making a claim

When you make a claim, it’s our opportunity to keep our promise to you. You can speak to your insurance agent/broker, download a claim form found above, or contact us directly regarding your claim.

Our expert team will handle your claim efficiently and professionally, helping you to recover from your loss as quickly as possible.

Claim settlement

When settling a claim, speed and accuracy is important. We tailor our approach to each claim, looking for the best way to move the claim toward a fair resolution in the least possible time, while being sensitive to your needs.

Smaller, less complicated claims are handled through our routine or "fast-track" procedure, which allows for fast and efficient settlement. For this type of claim, all we need is brief pre-defined information to enable us to quickly assess the claim.

For larger losses, when you make a claim with AIG, you have the advantage of dealing directly with the decision-maker, and you can rely on our team having specific knowledge and experience of local practice.

Claims Information

Business Insurance Claims

Financial Lines

Claim process.

1. Please provide complete financial line insurance claim form

2. Gathering supporting claim document as specified in the policy or such claim form.

3. Submit claim forms and supporting documents to the Company by the following method

o By post, addressed to "Commercial Claims Department", 23rd Floor, Siam Piwat Tower, No. 989 Rama 1 Road, Pathumwan Subdistrict, Pathumwan District, Bangkok 10330

4. The company will respond to the claim notification to you via email or telephone number that you provided within 2 working days after receiving the claim notification.

5. If the company needs to request additional documents, or to visit the place for investigation. You will receive a notification or appointment within 3 working days.

6. When the company has received all the requested documents, the company will notify you of the results of consideration within 15 days.

7. If the company has been settled, the company will proceed to make compensation to the insured, the beneficiary or the claimant within 7 working days, from the date the company receive a letter of agreement to receive compensation that is duly signed along with supporting documents, i.e. a copy of an identification card, or a copy of the company registration letter that has been duly signed, or not more than 15 days in the case of high damage with the consent of the claimant

Contact channels:

Tel. 0 2649 1999

Complaint channels:

Tel. 0 2649 1596

Fax 0 2649 1998

Supporting documents for claim

1. Please provide completed financial line insurance claim form.
2. Details of the sequence of events that resulted in the claim for compensation.
3. Evidence showing the date, month, and year that the insured or policyholder first learned of the event.
4. Details of the event that resulted in the claim. This includes the reasons why a financial liability claim is made to the insured. and details about the accusations or wrongdoing (if any)
5. Copies of relevant documents including but not limited to demand letters, subpoenas, court documents, internal audit documents. Documents of correspondence between the parties involved. and other documents that will help the company Understand the events and stories that happened.

Note: Documents required for consideration as specified above are list of basic documents necessary to consider your claim. In some cases, additional documents may be requested from those specified.

Casualty

Claim process.

1. Please provide complete Legal liability or Workmen compensation insurance claim form

2. Gathering supporting claim document as specified in the policy or such claim form.

3. Submit claim forms and supporting documents to the Company by the following method

o By post, addressed to "Commercial Claims Department", 23rd Floor, Siam Piwat Tower, No. 989 Rama 1 Road, Pathumwan Subdistrict, Pathumwan District, Bangkok 10330

4. The company will respond to the claim notification to you via email or telephone number that you provided within 2 working days after receiving the claim notification.

5. If the company needs to request additional documents, or to visit the place for investigation. You will receive a notification or appointment within 3 working days.

6. When the company has received all the requested documents, the company will notify you of the results of consideration within 15 days.

7. If the company has been settled, the company will proceed to make compensation to the insured, the beneficiary or the claimant within 7 working days, from the date the company receive a letter of agreement to receive compensation that is duly signed along with supporting documents, i.e. a copy of an identification card, or a copy of the company registration letter that has been duly signed, or not more than 15 days in the case of high damage with the consent of the claimant

Contact channels:

Tel. 0 2649 1999

Complaint channels:

Tel. 0 2649 1596

Fax 0 2649 1998

Supporting documents for claim

1. Pleas provide completed Legal liability or Workmen compensation insurance claim form.
2. Original medical certificate, original medical expense receipt (In case a third party is injured)
3. Quotation for repairs to damaged property (In case of damage to third party property)
4. Copy of ID card, copy of company registration both of the insured and the injured party
5. Pictures of damage
6. Certificate of rights to damaged or lost property

Note: Documents required for consideration as specified above are list of basic documents necessary to consider your claim. In some cases, additional documents may be requested from those specified.

Public Liability(CGL - Comprehensive General Liability)

• You should not admit liability, assume any obligation, or make any offer or payment without insurer prior written consent
• You should cooperate with our investigation, settlement or defence of the lawsuit
• You should assist us, upon our request, in the enforcement of any right against any person or organization which may be liable to you because of the injury or damage to which this insurance may also apply.
  

Product Liability

• When you receive a product liability claim:
  - You should acknowledge receipt of claimant or vendor's notification of the claim
  - You should not admit liability, assume any obligation, or make any offer or payment without our prior written consent
• If you receive summons or legal papers:
  - You should immediately record the specifics of the claim and the date received
  - You should not reply, admit liability, assume any obligation, or make any offer or payment without our prior written consent
  - You should immediately notify us and send us the original summons and other documents
  - You should provide the contact details of your company’s representative
  - You should cooperate with our investigation, settlement or defence of the lawsuit
  - You should assist us, upon our request, in the enforcement of any right against any person or organization which may be liable to you because of the injury or damage to which this insurance may also apply

Marine

Claim process.

1. Please provide complete Marine cargo insurance claim form

2. Gathering supporting claim document as specified in the policy or such claim form.

3. Submit claim forms and supporting documents to the Company by the following method

o By post, addressed to "Commercial Claims Department", 23rd Floor, Siam Piwat Tower, No. 989 Rama 1 Road, Pathumwan Subdistrict, Pathumwan District, Bangkok 10330

4. The company will respond to the claim notification to you via email or telephone number that you provided within 2 working days after receiving the claim notification.

5. If the company needs to request additional documents, or to visit the place for investigation. You will receive a notification or appointment within 3 working days.

6. When the company has received all the requested documents, the company will notify you of the results of consideration within 15 days.

7. If the company has been settled, the company will proceed to make compensation to the insured, the beneficiary or the claimant within 7 working days, from the date the company receive a letter of agreement to receive compensation that is duly signed along with supporting documents, i.e. a copy of an identification card, or a copy of the company registration letter that has been duly signed, or not more than 15 days in the case of high damage with the consent of the claimant

Contact channels:

Tel. 0 2649 1999

Complaint channels:

Tel. 0 2649 1596

Fax 0 2649 1998

Supporting documents for claim

1. Completed Marine cargo insurance claim form.
2. Commercial Invoice/ Packing List/ Weight Note
3. Bill of Lading / Air Waybill / Transportation Agreement (Front & Back sides)
4. Exception List / Delivery Receipt noting the exception.
5. Sales Contract / Purchase Order
6. Claim letter to the carrier / bailee (request Survey note/ Cargo damage report (DMC)/ Damage report)
   - Sea Freight / Overland Transit - 3 working days after the date of delivery
   - Air Freight - 7 days after the date of delivery

Note: Documents required for consideration as specified above are list of basic documents necessary to consider your claim. In some cases, additional documents may be requested from those specified.

a) Inland Marine & Carrier’s Liability

• Notify any occurrence which may give rise to a claim immediately to your insurance agent, broker or us
• Take reasonable measures to avert or minimize loss amount
• In case of a car accident, robbery, theft or missing, it is very important to report to the police immediately

b) Marine Cargo & Freight Forwarder’s Liability

• Goods damaged or missing while taking delivery.When you accept delivery, the goods and/or carrying container(s), as well as container seals should be externally examined at the site. If there are visible signs of damage, do not sign a clean receipt. You should note any visible or likely damage on the receipt and immediately inform the carriers in writing of their liability. You should then advise your insurance agent, broker, us, or the surveyor named in the insurance certificate, and provide copies of cargo receipts, loss notifications, and correspondence between you and the carrier and/or the carrier's agents.
• Goods that have been delivered without any apparent external irregularities should be unpacked as soon as possible and you should check for any concealed loss or damage. If loss or damage is discovered, document this, if possible, with digital photographs. Retain all shipping containers and packing materials for later inspection and documentation.
• If your claim involves water damage, you and/or the consignee should separate the damaged goods from the undamaged goods as soon as possible to prevent further water damage.
• Should an entire package go missing, the delivery receipt must be marked accordingly. Also, secure other substantiating evidence from the forwarder or carrier and inform them in writing without delay, of the loss. Include in this communication your intention to hold the forwarder or carrier liable for the loss. Do not sign a clean receipt if there are any irregularities or suspected irregularities. If you are required to sign a receipt, clearly describe the irregularities in writing on the receipt next to your signature.
• If damage or loss occurs during the transit, a claim letter should be filed. Written notice of loss should be given to carrier or forwarder or carrier's local representative within 3 days (by sea) or 14 days (by air) of cargo delivery.
• At all times, it is your duty to take reasonable measures to avert or minimize loss amount and to ensure that all rights against carriers, bailees or other third party are properly preserved and exercised.
  

Trade Credit

Claim process.

1. Please provide complete Trade credit insurance claim form

2. Gathering supporting claim document as specified in the policy or such claim form.

3. Submit claim forms and supporting documents to the Company by the following method

o By post, addressed to "Commercial Claims Department", 23rd Floor, Siam Piwat Tower, No. 989 Rama 1 Road, Pathumwan Subdistrict, Pathumwan District, Bangkok 10330

4. The company will respond to the claim notification to you via email or telephone number that you provided within 2 working days after receiving the claim notification.

5. If the company needs to request additional documents, or to visit the place for investigation. You will receive a notification or appointment within 3 working days.

6. When the company has received all the requested documents, the company will notify you of the results of consideration within 15 days.

7. If the company has been settled, the company will proceed to make compensation to the insured, the beneficiary or the claimant within 7 working days, from the date the company receive a letter of agreement to receive compensation that is duly signed along with supporting documents, i.e. a copy of an identification card, or a copy of the company registration letter that has been duly signed, or not more than 15 days in the case of high damage with the consent of the claimant

Contact channels:

Tel. 0 2649 1999

Complaint channels:

Tel. 0 2649 1596

Fax 0 2649 1998

Supporting documents for claim

1. Completed Trade credit insurance claim form.
2. Proof of Loss form and trading history for the buyer for the past 1 year.
3. Sales contract
4. Invoice
5. Bill of lading or equivalent document for export outside the country.
6. Countersuit documentation is available to the buyer, guarantor, collecting bank, bank, or agent that will be able to pursue the funds for relief. In the case where the buyer is insolvent, please submit all relevant documents.

Note: Documents required for consideration as specified above are list of basic documents necessary to consider your claim. In some cases, additional documents may be requested from those specified.

Property, Construction, Engineering insurance and Small and Medium Enterprises (SMEs)

Claim process.

1. Please complete the Property insurance claim form, Construction insurance, Engineering insurance and complete insurance for Small and Medium Enterprises (SMEs) claim form.

2. Gathering supporting claim document as specified in the policy or such claim form.

3. Submit claim forms and supporting documents to the Company by the following method

o By post, addressed to "Commercial Claims Department", 23rd Floor, Siam Piwat Tower, No. 989 Rama 1 Road, Pathumwan Subdistrict, Pathumwan District, Bangkok 10330

4. The company will respond to the claim notification to you via email or telephone number that you provided within 2 working days after receiving the claim notification.

5. If the company needs to request additional documents, or to visit the place for investigation. You will receive a notification or appointment within 3 working days.

6. When the company has received all the requested documents, the company will notify you of the results of consideration within 15 days.

7. If the company has been settled, the company will proceed to make compensation to the insured, the beneficiary or the claimant within 7 working days, from the date the company receive a letter of agreement to receive compensation that is duly signed along with supporting documents, i.e. a copy of an identification card, or a copy of the company registration letter that has been duly signed, or not more than 15 days in the case of high damage with the consent of the claimant

Contact channels:

Tel. 0 2649 1999

Complaint channels:

Tel. 0 2649 1596

Fax 0 2649 1998

Supporting documents for claim

1. Complete the Property insurance claim form, Construction insurance, Engineering insurance and complete insurance for Small and Medium Enterprises (SMEs) claim form.
2. Quotation for repair of damaged property
3. Copy of ID card, copy of company registration
4. Picture of damage
5. Police diary (In the case of a criminal case)
6. and other documents that the company may request later.

To ensure prompt processing of your claim, it is important that you submit a completed Claim Form together with the applicable documents to our Claims Department.
Please contact us at 02-649-1000 so that we may appoint an examiner to look into the matter if warranted.

• It is the insured’s responsibility to take relevant measures to minimise any loss and or damage.
• Do not dispose of damaged items without our approval. If possible, take photographs of the damaged items.
• In case of damage to third party, please do not admit liability without our consent.
• Please submit the Claimant’s letter of intention to claim, writ of summons etc. immediately upon receipt. For writ of summons, please submit immediately as an appearance must be entered within 8 days of service of the writ.

• Please retain all damaged property available for our inspection upon our request.