Our Claims Services Aig Australia S Expertise Across An Extensive

1. Our Claims Services
AIG Australia’s expertise across an extensive range of complex commercial insurance products and
services is underpinned by the tremendous skill and experience of our claims team.
At AIG we’re proud of our ability to handle major losses across
various lines of business. At the heart of our success is the
skill and stability of our claims team, which has gathered many
years international claims experience.
Accessible
Our claims department is highly skilled and very accessible.
We can offer help and advice to our customers not just after a
loss, but before a loss as well. We like to work closely with our
customers - that’s how things work best for us, and for them.
Philosophy and Service
We are guided by a single philosophy in each and every claim
settlement we undertake: the use of all benefits associated
with AIG being a global company and tailoring them to meet
the individual claim service needs of our customers.
We achieve claims service excellence through a dedicated
team, which provides individual attention to all its customers.
This team has enormous resources available to them through
the network of AIG offices operating in virtually every major
market around the world.
We also pride ourselves in handling claims on a personalised
basis and where we can, face to face. Our dedicated teams
operate out of Sydney, Melbourne and Perth, demonstrating
our commitment to placing our personnel where decisions
have to be made.

2. Technical Expertise and Experience
We know that our rapid response to a claim and our speed of
claims settlement is important to our customers. That’s why We are proud of the technical expertise and continuity within
we are proud of our “fast track” process which is designed our claims team. The variety of cases handled and the high
specifically to handle the less complicated claims and allows level of authority given to team members, is why we are able
for fast and efficient settlement. to boast so many seasoned professionals amongst our claims
team. Our people’s technical knowledge, decision making
Our customers also appreciate the ability to submit their
ability and detailed familiarity with the claims they are handling
claims on our website by selecting the appropriate claim form
has been demonstrated year after year and is supported with
or if preferred, to print and send the claim form to us.
testimonials from our clients and customers. We know that
To enhance our overall claims service we’ve introduced a the quality and consistency of service provided by our claims
team of dedicated claims relationship managers to assist team is one of our strengths at renewal time.
clients throughout the claims process wherever and whenever
required.
Rock Solid Financial Security
As a member company of one of the world’s leading insurance
We want claims to run smoothly with no surprises, and we
and financial services organisations, we provide the security
want to make payments quickly and without fuss whatever
and stability needed by top Australian companies and
the size of the loss.
institutions, medium to large sized businesses, as well as
many small businesses and individuals. We know that our
Before a Claim
customers have entrusted their risks and their losses to our
We will explain our “go-ahead” attitude to claims handling
care.
and settlements, our realistic approach to reserving, and many
extra benefits over and above basic insurance cover. Our We can offer our local customers not only claims paying
claims team and claims managers are always on hand to help. ability but levels of security rarely matched by other insurance
organisations. This provides an additional level of reassurance
for both our policyholders and their brokers.
After a Claim
From minor claims to complex claims, our expert claims team We are there to help and support them with our strength, our
are there to guide you. Individual claims circumstances vary talent and our innovative approach before and after a loss - no
enormously, and our team makes sure that we get the right matter how big or how small they might be.
experts involved quickly – such as forensic experts, chemists,
AIG Australia is a signatory to the Australian Insurance Industry
metallurgists, engineers, etc. - wherever in the world they
Code of Practice.
might be needed.
We also know that when our customers have a loss it’s not
just about insurance.
www.aig.com.au
Sydney Head Office: Citigroup Centre Level 19, 2 Park Street Sydney NSW 2000 Telephone (02) 9240 1711 Facsimile (02) 9240 1722
Melbourne 549 St Kilda Road Melbourne VIC 3004 GPO Box 4363 Melbourne VIC 3001 Telephone (03) 9522 4000 Facsimile (03) 9522 4645
Brisbane Level 32, 10 Eagle Street Brisbane QLD 4000 GPO Box 3105 Brisbane QLD 4001 Telephone (07) 3220 0700 Facsimile (07) 3220 0441
Perth 77 St George’s Terrace Perth WA 6000 PO Box Z5417 Perth St George’s Terrace WA 6831 Telephone (08) 9421 3300 Facsimile (08) 9218 9434
American Home Assurance Company, ABN 67 007 483 267 AFSL 230903, incorporated with limited liability in the USA, trading as AIG Australia, a member company of American International
Group, Inc. The description of coverage contained in this document is a summary and for your information only and should not be treated as advice. Some capitalised terms have a special
meaning in the policy of insurance. Should you require any advice on your insurance or coverage requirements you should consult your professional insurance advisor. The coverage described
and any claims made are subject to terms, conditions, limitations and exclusions outlined in the policy of insurance. Availability of coverage and the terms and conditions thereof are subject to
underwriting assessment, the location of the applicant and/or regulatory approval. Any claims examples stated herein (if any) are purely fictional and are for illustrative purposes only. They should
not be construed as any comment on, or confirmation or extension of, coverage for any past, present or future claim. In the event of any conflict between the descriptions of coverage in this
document and the policy of insurance, the provisions contained in the policy of insurance will govern. This document is accurate as at April 2008. MB 08/00482

3. Financial Lines
Claims Services
AIG Australia’s expertise across an extensive range of complex commercial insurance products and
services is underpinned by the tremendous skill and experience of our claims team.
Actions against directors and professionals can seriously harm
a company and irreparably damage an individuals career. Even
unfounded allegations can be extremely stressful, expensive
and time consuming to defend.
We know how reassuring our clients have found the support
and expertise of our financial lines claims team - one of
the largest and most experienced teams of its kind in the
Australian insurance market.
Professional Liability
We handle claims for many professionals in their chosen
field. From real estate agents and accountants, to personnel
consultants. We understand how some professions are
characterised by highly specific types of action (such as
defamation in the case of the media industry) or how other
fields present emerging exposures (such as IT consultants).
Whatever the profession or sector, our handling philosophy is
to get involved as early as we can in the claim and work with
our insureds and their legal representatives to mount the best
defence possible.

4. Financial Lines Claims Services – Commercial Lines
D&O Crime
Our specialist claims team includes a number of qualified The scale and protracted lifespan of crime losses demands
solicitors, with a broad range of experience gained both in specialist investigative skills. In order to quantify losses (which
private practice and within the insurance industry. We handle may have been accumulated over several years) we need to
a wide range of claims against directors, managers and understand our clients’ processes and establish exactly how
supervisors. Employment practice actions are amongst the the losses occurred. Not only does this speed up the claims
most frequently dealt with and we work quickly to proactively settlement, but it also brings to light the important aspects
manage issues that can be caused by these actions. of our clients’ security systems and adds value to our clients’
business in a risk management context. We have handled
We are frequently involved in assisting directors and officers
crime losses in Australia ranging from tens of thousands to
to respond to investigations by regulators, liquidators or
losses exceeding $10million.
shareholders. Our specialist claims team can help support
clients through these difficult and career threatening
Financial Institutions
processes.
Financial institutions such as banks, fund managers, financial
Some of the largest cases we have dealt with are securities advisers and insurance brokers operate in a highly specialist
class actions. These actions are invariably complex; potentially compliance environment. Our claims team are all highly
involve multiple parties and may be for hundreds of millions of experienced in specialist technical product issues. We manage
dollars and can take years to resolve. Importantly we handle all financial lines claims (D&O, PI and Crime) for our financial
Australian and US originating D&O cases locally, drawing on institutions clients. Our claims expertise is an important factor
our expertise on both sides of the Pacific. in our role as insurance to many of the biggest household
names in the Australian financial services market.
No matter what category the claim may fall into, our highly
experienced claims handlers work closely with our clients and
their selected defence teams to resolve the claim as quickly
and as painlessly as possible.
www.aig.com.au
Sydney Head Office: Citigroup Centre Level 19, 2 Park Street Sydney NSW 2000 Telephone (02) 9240 1711 Facsimile (02) 9240 1722
Melbourne 549 St Kilda Road Melbourne VIC 3004 GPO Box 4363 Melbourne VIC 3001 Telephone (03) 9522 4000 Facsimile (03) 9522 4645
Brisbane Level 32, 10 Eagle Street Brisbane QLD 4000 GPO Box 3105 Brisbane QLD 4001 Telephone (07) 3220 0700 Facsimile (07) 3220 0441
Perth 77 St George’s Terrace Perth WA 6000 PO Box Z5417 Perth St George’s Terrace WA 6831 Telephone (08) 9421 3300 Facsimile (08) 9218 9434
American Home Assurance Company, ABN 67 007 483 267 AFSL 230903, incorporated with limited liability in the USA, trading as AIG Australia, a member company of American International
Group, Inc. The description of coverage contained in this document is a summary and for your information only and should not be treated as advice. Some capitalised terms have a special
meaning in the policy of insurance. Should you require any advice on your insurance or coverage requirements you should consult your professional insurance advisor. The coverage described
and any claims made are subject to terms, conditions, limitations and exclusions outlined in the policy of insurance. Availability of coverage and the terms and conditions thereof are subject to
underwriting assessment, the location of the applicant and/or regulatory approval. Any claims examples stated herein (if any) are purely fictional and are for illustrative purposes only. They should
not be construed as any comment on, or confirmation or extension of, coverage for any past, present or future claim. In the event of any conflict between the descriptions of coverage in this
document and the policy of insurance, the provisions contained in the policy of insurance will govern. This document is accurate as at April 2008. MB 08/00482