AIG Avis 2

Used the "free" travel insurance that comes with my Westpac World Mastercard for a lengthy trip to Europe in 2024, even paying $600+ to extend it past 120 days. As it turned out we had a nightmare trip with not one, but two brand-new motorhomes failing us.

When we were stranded in northern Spain with no transport or accommodation, I rang AIG's agent in NZ and explained the situation, asking if we were covered for unexpected travel and accommodation costs. After 12 minutes (most on hold) he came back and eventually said Yes, you are covered.

Without boring you with all the details, AIG's approach when I made the claim was to require me to provide ridiculous amounts of further information (all of which I had, and did supply), and then decline and gaslight. Nothing happened until I asked for a recording of the call, and then later complained to the FSCL (Insurance Ombudsman). These two steps got them to finally admit they were wrong to decline the claim, overturn that decision and make me an offer to settle. Everything that they promises to do on their website, they didn't do.

Bottom line - avoid AIG if you can pay for travel insurance with a reputable insurer, but if you do decide to use them, record everything and don't give up. Be prepared to be the noisy customer and don't be shy to complain to the FSCL. It's free, and it works.

AIG you should be thoroughly ashamed of yourselves.

Our Christmas holiday turned into a nightmare when my wife suffered a respiratory illness requiring hospitalization overseas. The admission process immediately highlighted a critical flaw in relying solely on credit card travel insurance.

The hospital demanded proof of insurance and a letter of guarantee before admitting her. Our credit card insurer, AIG NZ, wasn't listed among their approved providers. This meant a substantial upfront payment was required—a hefty deposit charged to our credit card before treatment could begin.

Dealing with AIG proved frustrating. Repeated requests for information—flight details, credit card purchase information, passport details, GP contact information, and a medical report (impossible to obtain before admission and relying on a mobile phone to gather all the documents)—felt like a deliberate tactic to delay and discourage us. The process was repeated with multiple case managers, each asking for the same information in document formats.

On the day of discharge, the hospital insisted on a letter of guarantee from AIG. Their local contact confirmed AIG couldn't provide one. A subsequent complaint to AIG resulted in a dismissive response: pay now, claim later. This "pay and claim" approach is hardly ideal for unexpected medical emergencies, especially when most travelers don't carry large sums of cash or have extensive credit card limits. What if it had been a more serious medical event?

The lesson? Always verify if your credit card's travel insurance can provide letters of guarantee in your destination countries. If not, forgo the "free" insurance and purchase comprehensive travel insurance separately. The peace of mind is worth the cost.