Frequently Asked Questions

What is the role of AIG Travel?

We provide covered travelers with emergency medical and travel assistance, concierge support and other services 24 hours a day - worldwide. One phone call connects you to our network of multilingual specialists for immediate help with medical, personal, and travel problems when away from home.

What do I need to do to use the program?

You can call us anytime.
To ensure a prompt response when calling, you should be prepared to provide the following:
(a) Your name, location, age, sex, and nationality
(b) Your policy number/organization name
(c) The telephone number from which you are calling (in case you are disconnected)
(d) Your relationship to the insured (if the person calling is not the insured)
(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?

Call us or e-mail us with any pre-trip questions.

Do my credit card, homeowner's and/or my regular medical insurance policies cover me while I'm traveling?

While some credit cards and insurance policies extend coverage outside your home country, many do not. Therefore, you should confirm the scope of your coverage with your bank or insurance agent prior to your departure.

What should I do if I get sick or hurt?

Contact Us for assistance.

What if I need a lawyer while overseas?

Contact Us for receive referrals to local legal providers.

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 hospitalized?

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 hospitalized 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 if deemed necessary. Our physicians supervise every evacuation. 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 stabilized and your treating physician along with our medical staff agrees it is medically appropriate or advisable to bring you home or to a facility near your permanent residence, we will arrange your repatriation under medical supervision.

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

In the event a covered traveler 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.

What do I need to register on the travel assistance website?

If your organization has an AIG insurance policy with access to the member-only travel assistance website please contact your human resources or risk management department for the policy number and further details on how to access the secure website.

1. New users must click on the "Register" button on the home page and provide the following required fields on the registration page:
Your first name, last name, email address, policy number and organization / company name.
2. Click on "Submit" and you will receive an automated email with your temporary password.
3. Click on the link within the automated email and complete the registration process where you can also change your password

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 organization'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.