Claims/Client Satisfation Results

2006 Claims Satisfaction

AIG settled approximately 5000 claims in 2006 with 92% of their customers rating AIG's service as exceptional and 98% rating it satisfactory or higher. AIG now has their own adjusters on site in Los Angeles, Orange County and San Diego and they plan on expanding their presence to San Francisco and Phoenix in 2007.

This Is What AIG Customers Have To Say:

A Few Examples Of How AIG Distinguishes Themselves Through Actual PCG Claim Scenarios In The Last 90 Days:

A client was involved in a two-car motor vehicle accident. His Ferrari suffered severe damage, but not to the extent to deem it a total loss. This client, like many, was very hesitant to have the car repaired, as he would prefer to replace it with a new one. Understanding this, we worked with the client and facilitated a package for him by which he received the amount of repairs from us, and another payment from a high-end salvage buyer who offered to buy the unrepaired vehicle. This gave the client the funds he needed to buy a new car.

At the conclusion of the claim the client's business manager wrote us a letter that said in part,

"In the..claim, which involved a 1999 Ferrari, there was in my prior experience, a very high probability of client dissatisfaction. Pamela not only waded through the lengthy adjuster process, she found a buyer for the car, and offered every possible benefit to my client. Frequently, clients say to me, "what coverage should I buy and why." Based on the service from Pamela and the other AIG Private Client claims staff, its easy to say AIG."

At the Private Client Group, we pride ourselves in responding to the unique needs of each client, even when it means providing assistance outside of the scope of traditional claims service.

During the Winter Storms of Jan. 2005, we had an elderly client who suffered primarily flood damage to her home. Although she realized flood was not covered by her Homeowner's policy, she was in need of direction and assistance. A field representative was dispatched to her home the day of the loss report. We assisted her in getting the help she needed for her uncovered losses, and also paid for an engineer to assess the cause of her flooding, who recommend corrective measures she could take. In the course of inspecting her loss we did find a leak, to which we could apply coverage, and was able to pay for part of her damages. We are also able to point out the offering of direct flood coverage which will cover this loss in its entirety, in the future.

In responding to our claim survey, this client rated our service "exceptional" and added:

"Kim has been very helpful and understanding. I love your company!"

Working together with our underwriters, AIG's Claims Department helps identify new coverage opportunities that will help our policyholders better manage the cost of risk.