When travel plans take an unexpected turn, the last thing you want is a complicated insurance claim process. AIG Travel Insurance, including its brand Travel Guard, aims to provide peace of mind, but knowing how to navigate the claims procedure is crucial for a smooth experience. This comprehensive guide will walk you through every step, ensuring you're well-prepared to make your claim.
Your Travel Nightmare Just Began – What Now?
Alright, let's start right here. You're abroad, or perhaps you haven't even left yet, and something has gone wrong. Maybe your luggage has gone missing, or you've had a medical emergency, or your trip got cancelled unexpectedly. Whatever the situation, the first thought that probably crosses your mind is, "Oh no, my travel insurance! How do I even start a claim?" Don't panic! This guide is designed to make the process as straightforward as possible.
Step 1: Initial Contact and Understanding Your Policy
The very first and most important step when an incident occurs is to contact AIG Travel or Travel Guard as soon as reasonably possible. Delay can sometimes impact your claim, so act quickly!
A. Immediate Notification: Your First Call for Help
Emergency Situations: For medical emergencies or situations requiring immediate assistance (like emergency evacuation), look for the 24/7 emergency assistance number on your policy documents or on the AIG Travel Guard website. For those outside the US, this might be a collect call number.
Non-Emergency Incidents: Even for less urgent matters like baggage delay or trip cancellation, it's wise to notify AIG Travel as soon as you're aware of the incident. This initial notification helps establish a timeline for your claim.
B. Locate Your Policy Documents: Your Claim's Blueprint
Before you even think about filling out forms, find your policy documents. These are your claim's bible. They contain vital information such as:
Your Policy Number: This is essential for AIG to identify your coverage.
Coverage Details: Understand what your policy actually covers and what the limits are for each benefit (e.g., medical expenses, trip cancellation, baggage loss). Knowing your benefits upfront can save you a lot of time and effort.
Exclusions: Be aware of what your policy does not cover. For example, pre-existing conditions not declared or certain high-risk activities might be excluded.
Contact Information: This includes phone numbers for emergency assistance and claims, email addresses, and mailing addresses.
Pro Tip: Keep digital and physical copies of your policy readily accessible when traveling. Email it to yourself, save it on your phone, and print a copy for your wallet.
Step 2: Gathering Essential Documentation – The Proof You Need
A successful claim hinges on thorough documentation. The more evidence you can provide, the smoother and faster your claim process will be. Start collecting everything related to your incident immediately.
A. General Documents for Any Claim
Regardless of the type of claim you're making, these documents are almost universally required:
Completed Claim Form: AIG Travel will provide you with the specific claim form. Ensure every section is filled out accurately and completely. Incomplete forms are a common cause of delay or rejection.
Proof of Travel:
Original travel itinerary (flights, hotel bookings, tour packages).
E-tickets, boarding passes, and booking confirmations.
Visa copies (if applicable).
Passport copy (pages with your photo and travel stamps).
Proof of Payment for the Trip:
Bank statements or credit card statements showing the payments made for your trip.
Receipts for all prepaid, non-refundable expenses.
Identification Documents: Copy of your government-issued ID (e.g., Aadhar card, PAN card for Indian citizens, or driver's license).
Bank Details: For claim settlement, you'll need to provide your bank account details.
B. Specific Documents by Claim Type
This section is crucial as the required documents vary significantly based on your claim.
1. For Medical Emergencies/Expenses:
Medical Reports: Detailed reports from the treating physician, hospital, or clinic, including diagnosis, treatment received, and prognosis.
Original Medical Bills and Receipts: Itemized bills for consultations, medicines, tests, and any other medical services.
Discharge Summary: If you were hospitalized.
Prescriptions: For any medications purchased.
Authorization for Release of Medical Information: This form, usually provided by AIG, allows them to obtain information directly from your healthcare providers. It must be signed by the patient or their legal guardian.
2. For Trip Cancellation/Interruption:
Proof of Cancellation/Interruption:
Official cancellation notice from the airline, tour operator, or accommodation provider.
Doctor's statement if cancellation is due to illness/injury, confirming you were unfit to travel.
Death certificate in case of a death leading to cancellation.
Police reports for unforeseen events like accidents or natural disasters affecting travel.
Proof of Refunds Received (or not received): Documentation from providers showing any refunds or credits issued.
Proof of Non-Refundable Expenses: Receipts for all prepaid and non-refundable trip components.
3. For Lost/Damaged Baggage or Personal Effects:
Property Irregularity Report (PIR) from the Airline: Absolutely essential for delayed, lost, or damaged baggage. File this at the airport before leaving the baggage claim area.
Police Report: If items were stolen, file a police report at the earliest opportunity and obtain a copy.
Receipts for Lost/Damaged Items: Proof of ownership and value for the items you are claiming (original purchase receipts, credit card statements).
Photos of Damaged Luggage/Items: If applicable.
Documentation of Efforts to Recover Baggage: Any correspondence with the airline.
Receipts for Essential Item Purchases: If your baggage was delayed and you had to buy necessities.
4. For Flight Delays:
Certification from the Airline/Carrier: A written statement confirming the scheduled departure time, actual departure time, and the reason for the delay.
Official Receipts of Expenses Incurred: For meals, accommodation, or other necessary expenses due to the delay.
Remember: Always keep original receipts and make copies for your records before submitting.
Step 3: Submitting Your Claim – Choose Your Method
AIG Travel offers several ways to submit your claim and supporting documents. Choose the method that's most convenient for you.
A. Online Claim Submission: The Fastest Route
Most AIG Travel Guard policies allow you to initiate and submit your claim online. Visit the official AIG Travel Guard website (e.g.,
travelguard.com/help-center/claims Look for a "Start a Claim" or "File a Claim" section.
You'll likely need to create an account or log in.
Follow the prompts to enter your policy details, incident information, and upload all your scanned documents. This is often the quickest way to get your claim into the system.
B. Email Submission: Convenient and Trackable
You can often submit your claim form and supporting documents via email.
Important: Always include your claim number in the subject line once you have received it (after initial notification).
Ensure all documents are scanned clearly and attached in a common format (e.g., PDF, JPEG).
Keep a copy of the sent email as proof of submission.
C. Mail or Fax: Traditional Options
If preferred, you can mail your claim form and documents to the designated AIG Travel Guard claims address. This information will be on your policy document or the claim form itself.
For physical mail, send it via registered post or courier so you have a tracking number.
Faxing is also an option, but ensure you get a transmission confirmation report.
Note: Allow 1-2 business days for faxes or emails to be processed and logged by AIG.
Step 4: Claim Evaluation and Communication – Patience is Key
Once your claim is submitted, AIG Travel will begin its evaluation process. This involves reviewing all your submitted documents against your policy terms and conditions.
A. Acknowledgment and Claim Number
After submitting, you should receive an acknowledgment of receipt from AIG, usually within a few business days.
This acknowledgment will include your unique claim number. This number is vital for all future communications.
Keep this claim number safe and refer to it in every interaction.
B. Review and Assessment
A claims specialist will be assigned to your case. They will review your documents to determine coverage and benefit eligibility.
They may contact you for additional information or clarification. Respond promptly and provide any requested documents as quickly as possible. Delays in providing requested information can significantly prolong the process.
For medical claims, they might contact your healthcare providers directly to verify information (hence the importance of the Release of Information form).
C. Checking Claim Status
AIG Travel Guard typically offers an online claim status checker where you can monitor the progress of your claim using your claim number and last name.
You can also call the claims department during business hours to inquire about the status. Have your claim number ready.
Patience is a virtue here. Claim processing times can vary depending on the complexity of the claim and the volume of claims AIG is handling.
Step 5: Claim Approval, Rejection, or Further Action
The moment of truth! AIG will communicate their decision regarding your claim.
A. Claim Approval and Settlement
If your claim is approved, you will receive notification of the approved amount.
The settlement amount will typically be disbursed to your registered bank account within a few days to weeks, depending on the payment method and bank processing times.
B. Claim Rejection and What to Do
If your claim is rejected, or only partially approved, AIG is required to provide a reason for the denial. This will usually be in writing (email or letter).
Understand the Reason: Carefully read the rejection letter to understand why your claim was denied. Common reasons include:
Lack of sufficient documentation.
Claim falling under policy exclusions.
Misinformation or incomplete information provided.
Not adhering to policy terms (e.g., not notifying AIG within the stipulated timeframe).
Appeals Process: If you believe the rejection is unfair or based on a misunderstanding, you have the right to appeal the decision.
Gather any additional documentation that might support your case.
Write a formal letter of appeal, clearly stating why you believe the decision should be overturned and attaching new evidence.
Submit your appeal as per AIG's instructions (usually to a dedicated appeals department or email address).
If still unsatisfied, you may escalate to higher levels within AIG or approach the Insurance Ombudsman in India (if your policy was purchased in India).
Tip: Maintain a meticulous record of all communications with AIG, including dates, names of representatives, and summaries of conversations. This can be invaluable during an appeal.
Related FAQ Questions (How to...)
Here are 10 common "How to" questions related to AIG Travel Insurance claims, with quick answers:
How to Find My AIG Travel Insurance Policy Number?
Your policy number is typically located on your policy confirmation email, the policy schedule document, or your physical policy booklet. Check your email inbox (and spam folder) for purchase confirmations.
How to Contact AIG Travel Guard for Emergency Assistance While Abroad?
Refer to your policy document for the 24/7 emergency assistance phone number. For policies purchased in India, this might be a collect call number for international use, or specific toll-free numbers for different regions (e.g., US/Canada, or for "Excluding Americas Policies").
How to Submit Documents to AIG After Filing an Initial Claim?
Once you have a claim number, you can typically submit additional documents via email to the designated claims email address (e.g., claimsdoc@aig.com for some regions) with your claim number in the subject line, or by uploading them to the online claim portal if available. Mail and fax are also options.
How to Check the Status of My AIG Travel Insurance Claim?
Visit the AIG Travel Guard website (
How to Appeal a Denied AIG Travel Insurance Claim?
Review the rejection letter carefully to understand the reason. Gather any new or additional documents that address the stated reason for denial. Write a formal letter of appeal, explaining why you believe the decision should be reversed, and submit it with the new evidence as per AIG's appeal instructions.
How to Get a Claim Form from AIG Travel Insurance?
After notifying AIG of your incident (Step 1), they will usually provide or direct you to the appropriate claim form. You can often download it from the "Claims" or "Help Center" section of the AIG Travel Guard website.
How to Know Which Documents Are Required for My Specific AIG Claim?
AIG Travel Guard typically provides a "Required Documentation Checklist by Claim Type" on their website's help center or within the claim form itself. Always refer to this list based on the nature of your claim (e.g., medical, baggage, cancellation).
How to Get a Refund for Unused Travel Insurance Premium?
Requests for premium refunds typically need to be submitted via email (e.g., tgrefunds@aig.com for some regions) or by mail to their refund department. The eligibility for a refund depends on your policy terms and conditions (e.g., Per-Trip policies might not be refundable once issued, while Annual Multi-Trip policies might have short-rate refunds).
How to Prevent My AIG Travel Insurance Claim from Being Rejected?
Read your policy thoroughly: Understand what's covered and what's excluded.
Provide accurate and complete information: On your application and claim form.
Gather all necessary documents: Keep meticulous records and receipts.
Notify AIG promptly: Especially for emergencies.
Adhere to deadlines: Submit your claim and any requested documents within the specified timeframes.
How to Find the Correct Contact Information for AIG Travel Insurance Claims in India?
For policies purchased through Tata AIG (AIG's partner in India), contact details might be slightly different. For international claims, you can usually reach Europ Assistance (Tata AIG's claims partner) at +91 – 022 68227600 (for excluding Americas policies) or +1-833-440-1575 (toll-free within US and Canada). Email addresses like ea.tataclaims@europ-assistance.in or tata.aig@europ-assistance.in are often used. Always check your specific policy documents for the most up-to-date contact information.