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Contact

Administration

Handling of the administration for Belgian and Luxembourg policies for all lines of business:

Tel: +32 2 739 96 20 (Menu 1.1)
E-mail: contact.be@aig.com

Multinational

Handling of the administration for incoming and outgoing multinational and captive programs for all lines of business:

E-mail: belux.multinational@aig.com

Claims

To report a new claim, for questions concerning the handling of your file:


Tel: +32 2 739 96 20 (Menu 2)
E-mail: claims.be@aig.com

AIG Online

For questions concerning access to and the use of our online platform (www.aig.com/onlinebelux) for Directors & Officers Liability, Professional Liability, Accident & Health:

Tel: +32 2 739 96 40
E-mail: beluxaigonline@aig.com

 

Finance

For questions concerning the content of a bordereau / invoice or a payment:
 

Tel: +32 2 739 96 20 (Menu 3.1)
E-mail: belux.ar@aig.com

Direct Marketing

Handling of the administration for the Direct Marketing Business (policies with 00028xxxxxxx):

Tel: +32 2 739 96 20 (Menu 1.5)
E-mail: direct.be@aig.com

For information and questions regarding our products, your cover, our service our for a quote with calculation of the premium, the general and specific conditions, and/or other relevant documents with contractual or pre-contractual information, you can contact your broker.

For further information you can also contact AIG directly:

  • By e-mail: info.belgium@aig.com
  • By phone: 02 739 96 20
  • By mail: AIG Europe SA, Pleinlaan 11, 1050 Brussels

Our offices

Based in Brussels, the offices of AIG Belgium are highly accessible by public transport, only a few minutes walk away from buses, trams stops, from the Train Station “Etterbeek” and the Metro Station “Delta”.

  • To see where our offices are situated, please click here
  • To reach our offices by public transport, bike, car,… click here

Complaints

Complaints

You will find hereunder the procedure as well as a list of the competent departments and bodies to handle a possible complaint:

I.    For professionals and consumers

1)    AIG (Belgium branch) complaints department
AIG wishes to treat you in a courteous, fair and prompt manner. If, despite our efforts, there is ever an occasion when you feel let down by us, you may send your complaints to our complaints department:

•    Email: belgium.complaints@aig.com
•    Tel: 02 739 9690
•    Post: AIG Europe SA, Complaints, Pleinlaan 11, 1050 Brussels

In order to allow us to handle your complaint efficiently, please provide your policy number and/or your claims file number and, if available, the name of the person you have been dealing with in AIG. You will also find hereunder – for information purpose only – response times and steps following which your complaint will be handled:

Non-binding response times Steps
10 business days after receipt of your complaint  Send an acknowledgment of receipt
30 days after receipt of your complaint    Send the response letter

unless the complaint has not been settled due to its complexity. In this case you should receive an interim letter (see below).
30 days after receipt of your complaint   

Send the interim letter

only if the response letter could not have been sent within 30 days following receipt of the complaint. The interim letter will explain why a response has not yet been provided and when you expect to have a response.


2)    Ombudsman des Assurances
If AIG does not offer a satisfactory solution and to the extent the complaint relates to an insurance contract subject to Belgian law, you can also file your complaints to the Ombudsman des Assurances:

Email: info@ombudsman.as
Tel: 02 547 58 71
Fax: 02 547 59 75
Post: Ombudsman des Assurances, square de Meeus 35, 1000 Brussels
Website: www.ombudsman.as

Remark: Filing a complaint does not prejudice your ability to start legal proceedings.

II.    For consumers only
In the framework of “out of court resolution” process, consumers - if they are not satisfied with the response or in the absence of response after 90 days - may also file their complaints to the following bodies:

1)    Complaints department of AIG Headquarters in Luxembourg

Email : aigeurope.luxcomplaints@aig.com
Tel : +352 2700 72 01
Post : AIG Europe SA « Service Réclamations Niveau Direction », 35D, Avenue JF Kennedy, L-1855 Luxembourg - Grand Duché de Luxembourg
Website : www.aig.lu

2)    Commissariat aux Assurances

Email : reclamation@caa.lu
Tel : (+352) 22 69 11 - 1
Post : 7, boulevard Joseph II, L-1840 Luxembourg, Grand-Duché de Luxembourg,
Website : www.caa.lu

3)    Service national du médiateur de la consommation

Email : info@mediateurconsommation.lu
Tel : (+352) 46 13 11
Post : Ancien Hôtel de la Monnaie, 6, rue du Palais de Justice, L-1841 Luxembourg
Website : www.mediateurconsommation.lu

4)    Médiateur en Assurances


Email : mediateur@aca.lu
Tel : (+352) 44 21 44 1
Post :Association des compagnies d'assurances et de réassurances du Grand-Duché de Luxembourg (ACA), 12, rue Erasme, L - 1468 Luxembourg
Website : www.aca.lu

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

III.    For consumers only in case of complaint related to an insurance contract concluded online

For the sake of completeness, please alos note that, if the insurance contract has been concluded online, you may also use the European Commission’s platform for Online Dispute Resolution (ODR) using this link.