Complaints

In the event, that you are not happy with any aspect of our service we will aim to resolve the issue as quickly as possible. Please follow the guidelines below. Your right to take legal action is not affected by following any of the below procedures. You can find the relative address below too.

Making a Complaint

AIG Europe S.A. wants to give you the best possible service. If you feel you have cause for complaint you should contact:

The Customer Complaints Officer
AIG Europe S.A.,
30 North Wall Quay,
IFSC,
Dublin 1,
D01 R8H7.

Phone: +353 1 208 4908
E-mail: customercomplaints.ie@aig.com
Website: www.aig.ie/complaints

We will acknowledge the complaint within 5 business days of receiving it, keep the complainant informed of progress and provide an answer within one month (unless specific circumstances prevents us from doing so, in which case the complainant will be informed).

At any stage you may contact any of the following:

Insurance Ireland
Insurance Centre,
5 Harbourmaster Place,
IFSC,
Dublin 1,
D01 E7E8.

Phone: +353 1 676 1820 
Fax: +353 1 676 1943 
E-mail: feedback@insuranceireland.eu
Website: http://www.insuranceireland.eu


Financial Services and Pensions Ombudsman
3rd Floor, 
Lincoln House, 
Lincoln Place, 
Dublin 2,
D02 VH29. 

Phone: +353 1 567 7000 
E-mail: info@fspo.ie
Website: www.fspo.ie

European Commission's Online Dispute Resolution Platform

If you wish to complain about an insurance policy purchased online you may be able to use the European Commission’s Online Dispute Resolution platform, which can be found at Online Dispute Resolution page.

As AIG Europe S.A. is a Luxembourg based insurance company, complainants who are natural persons acting outside of their professional activity may also, in addition to the complaints procedure set out above, if they are not satisfied with AIG’s Irish Branch response or in the absence of response after 90 days:

​​​​​​​

  • raise the complaint with our head office by writing to AIG Europe SA “Service Reclamations Niveau Direction” 35D Avenue JF Kennedy L- 1855 Luxembourg - Grand Duché de Luxembourg or by email at aigeurope.luxcomplaints@aig.com ;
  • access one of the Luxembourg mediator bodies the contact details of which are available on AIG Europe S.A.’s website: http://www.aig.lu/”: or
  • lodge a request for an “out of court resolution” process with the Luxembourg Commissariat Aux Assurances (CAA) by writing to CAA, 11 rue Robert Stumper, L-2557 Luxembourg, or by email at reclamation@caa.lu or online through the CAA website: http://www.caa.lu.

All requests to the CAA or to one of the Luxembourg mediator bodies must be filed in Luxembourgish, German, French or English.

If the insurance contract has been concluded online, the complainant may also use the European Commission’s platform for Online Dispute Resolution (ODR) using the following link: http://ec.europa.eu/consumers/odr/

Following this complaint procedure or making use of the one of the above options does not affect the complainant’s right to take legal action.

 

 

Italian Complaints Report

In adherence with IVASS regulation 24/2008, Article 8, 5 bis, please access the Complaints report here in respect of Italian domiciled customers who purchased Leisure Travel Insurance Policies sold on a Freedom of Services basis out of AIG Europe S.A. (Ireland).