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Frequently Asked Questions

What is the role of AIG Travel?

We provide covered travellers with emergency medical, security and travel assistance and other services 24 hours a day. One phone call connects you to our assistance coordinators for immediate help with medical, security, and travel problems when away from home.

What do I need to do to use the program?

You can contact us anytime by email or phone (contact details at the top of this page).

To ensure prompt action when contacting us, you should be prepared to provide the following information:

(a) Your name, location, age, gender, and nationality
(b) Your policy number/employer name
(c) The telephone number from which you are calling (in case you are disconnected)
(d) Your relationship to the insured person (if the person calling is not the policy holder)
(e) Name, location, and telephone number of the hospital or clinic (when applicable)
(f) Name, location, and telephone number for the treating doctor, and where the doctor can be reached (when applicable).

What if I have pre-trip questions about my travel destination?

Contact Us with any pre-trip questions.

What should I do if I get sick or hurt?

For emergencies, please call the local "first responder" in your locale (for example, "000" in Australia, "911" in the US, "119" in Japan, etc.). For less critical situations, you should call the assistance centre for referral to a doctor/medical provider in your area.

What if I need prescription medication?

If you require a prescription and it cannot be obtained locally, or you need to replace lost, stolen or depleted medication, we will, subject to local regulations, arrange for the shipment of the needed medication.

What if I am hospitalised?

Contact Us and we will communicate with your treating medical provider to discuss your care and the appropriate steps for your safe and speedy recovery. Our Medical Team will monitor your condition until it has been resolved or you have safely returned home.

What if local medical facilities are not adequate?

If you are hospitalised in an area where adequate medical care is not available, we will arrange to evacuate you to a medical facility capable of providing the required care. Our medical team supervises every evacuation case. When necessary, a medical specialist or nurse will accompany you during the evacuation.

What happens when I am released from the hospital and still need help?

When your condition is stabilised and your treating physician agrees it is medically appropriate or advisable to bring you home or to a facility either near your current location or permanent residence, we will arrange for your repatriation under medical supervision.

What will AIG Travel do in the event of death while travelling?

In the event a covered traveller dies while travelling, we will work with all relevant local and home-country authorities to obtain the required clearances necessary to arrange transportation for the return of mortal remains, making best efforts to follow the family's instructions.

What if I forgot my password?

Click on the "Forgot Your Password" link under the log in fields from the home page. To recover your password, enter the email address you registered your account with. You will receive an automated email with your temporary password.

What if I do not know my policy number to register on the secure travel assistance website?

Please consult your company's human resources or risk management department for further details on accessing the secure website.

What if I am having technical issues using the assistance website?

In the event you experience any issues with the website and are unable to find answers to your questions in this FAQ please Contact Us. You may also reference this user guide
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