What happens when you file a claim with AIG

When you file a claim with AIG, you are asking the insurance company to pay for a covered loss under your policy. AIG handles claims differently depending on what type of insurance you have — auto, home, business, travel, or another line — but the basic process is the same: you report the loss, provide documentation, AIG investigates, and then they either approve payment or deny the claim with a reason.

The speed of your claim depends on how straightforward it is. A straightforward auto accident with police report and photos might move through in days. A complex home damage claim or business interruption claim can take weeks or months. AIG assigns a claims adjuster to your case, and that person becomes your main contact.

You do not have to use AIG's preferred repair shops or vendors, though they may offer discounts if you do. You also have the right to hire your own appraiser or public adjuster if you disagree with AIG's assessment of the damage.

Key Takeaways

  • Report your claim to AIG as soon as possible after a loss, either by phone, online portal, or mobile app, depending on your policy type.
  • Gather and submit documentation like photos, receipts, police reports, or repair estimates — the more complete your file, the faster the decision.
  • AIG will assign a claims adjuster who investigates the loss and determines what your policy covers.
  • You can track your claim status online or by phone, and you have the right to dispute AIG's decision if you disagree with the payout.

How to report a claim to AIG

The fastest way to report a claim depends on your policy type and what happened. For auto claims, you can call AIG's claims line, use their mobile app, or file online through your policy portal. For home or business claims, the same channels usually work, though some policies direct you to a specific claims center.

When you report, have your policy number ready and be prepared to describe what happened, when it happened, and where. If there was an accident, theft, or injury, also have the police report number or incident details. AIG will ask whether anyone else was involved and whether you have already contacted other insurers or repair shops.

After you report, AIG will give you a claim number and tell you what documents to send. This is the number you use to track everything going forward, so write it down or save it in your phone.

What documents you need to submit

The documents AIG needs depend on what you are claiming. For an auto accident, send the police report, photos of all vehicle damage, photos of the accident scene, and the other driver's insurance information. For a home claim, send photos of the damage, a list of damaged items with their original cost if possible, repair estimates from contractors, and your proof of loss form filled out and signed.

For business claims, the documentation is more detailed: you may need to submit financial records, invoices, payroll records, or proof of business interruption. AIG will tell you specifically what they need when they assign your adjuster.

Send documents by the method AIG tells you to use — some accept email, some use a find portal, some require mail. Keep copies of everything you send and note the date you sent it. If AIG asks for something and you cannot find it, tell your adjuster right away rather than delaying.

How AIG investigates your claim

Once you have submitted your initial documents, AIG's claims adjuster will review them and decide whether they need to inspect the damage in person. For small claims or straightforward losses, the adjuster may make a decision based on your photos and estimates. For larger claims or disputes, they will schedule an inspection.

During an inspection, the adjuster will examine the damage, take their own photos, and may ask you questions about what happened. You have the right to be present during this inspection. If you disagree with what the adjuster says they found, you can note your disagreement in writing and add it to the claim file.

AIG may also contact repair shops, medical providers, or other witnesses as part of their investigation. This is normal and does not mean they suspect fraud — it is how they verify the facts of the claim.

Tracking your claim status and getting updates

Most AIG policies come with online access to your claim. Log into your policy portal and look for a "Claims" or "My Claims" section. There you can see the current status, view documents you have submitted, upload new documents, and sometimes message your adjuster directly.

If you do not have online access or prefer to call, use your claim number to check status by phone. AIG's claims line can tell you where your claim stands, what they are waiting for, and when you can expect a decision. Ask for a specific timeline — for example, "Will you have a decision by next Friday?" — so you know what to expect.

If your claim is taking longer than you think it should, ask your adjuster why. Common reasons include waiting for repair estimates, scheduling an inspection, or reviewing complex documentation. If the delay seems unreasonable, you can file a complaint with your state's insurance commissioner.

What to do if AIG denies your claim or offers less than you expected

If AIG denies your claim, they must send you a written explanation of why. Read this carefully — the reason matters because it determines your next step. Common reasons for denial include the loss not being covered under your policy, the loss happening before your policy started, or the loss being excluded by a specific policy clause.

If you disagree with the denial or the amount offered, you have options. First, ask your adjuster to explain their reasoning in detail and ask whether there is any additional documentation that might change their decision. Sometimes a misunderstanding can be cleared up this way.

If that does not work, you can hire a public adjuster or attorney to review the claim. You can also request appraisal or mediation, which are dispute-resolution processes outlined in your policy. As a last resort, you can file a complaint with your state's insurance commissioner, who can investigate whether AIG violated insurance laws.

Understanding your policy limits and deductibles

Your claim payout is limited by two things: your policy limits and your deductible. The policy limit is the maximum AIG will pay for a covered loss. The deductible is the amount you pay out of pocket before insurance kicks in. If your home has a $500,000 limit and a $2,500 deductible, and you have $50,000 in damage, AIG pays $47,500.

Some policies have separate limits for different types of loss. For example, a home policy might have a $300,000 limit for the house itself but only a $50,000 limit for jewelry or art. Your adjuster will explain which limits explore to your specific loss.

If you think your damage exceeds your policy limit, you can still file the claim — AIG will pay up to the limit. If you want coverage for the amount above the limit, you would need to have purchased additional coverage before the loss happened.

Frequently Asked Questions

How long does it take AIG to pay a claim?

straightforward claims can be paid within days to a week. Complex claims involving investigation, inspection, or dispute can take several weeks to months. AIG is required by law to acknowledge your claim within a certain timeframe (which varies by state) and to make a decision within a reasonable time. Ask your adjuster for a specific timeline for your claim.

Can I choose my own repair shop or doctor?

Yes. You have the right to use any licensed repair shop, contractor, or medical provider you choose. AIG may offer discounts through preferred vendors, but you are not required to use them. If you use a non-preferred vendor, AIG will still pay based on what they determine is reasonable for the work done.

What if I disagree with the adjuster's estimate of damage?

You can hire your own appraiser to assess the damage. If your appraisal differs significantly from AIG's, you can request appraisal, which is a formal process where both sides present their findings to a neutral third party who makes a binding decision. The cost is usually split between you and AIG.

Do I have to sign a release before AIG pays?

Yes, typically. AIG will ask you to sign a release stating that the payment settles your claim. Read the release carefully before signing — it usually means you cannot file another claim for the same loss. If you have not finished repairs or are still discovering damage, tell AIG before you sign.

What should I do if AIG is not responding to my claim?

First, contact your adjuster directly and ask for a status update and timeline. If you cannot reach them, call AIG's claims line and escalate the issue. If AIG continues to ignore your claim or misses state-required important date, you can file a complaint with your state's insurance commissioner, who has authority to investigate and penalize the company.