ComplaintsforAmerican International Group, Inc. (AIG)

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased ********** Guard insurance for a trip to ****** my wife and I were taking from September *****, 2024.Unfortunate my wife who suffers from early signs of dementia was told by her doctor in July that it would be best if she did not travel, especially to *******Because of this we started the process of filing a claim with ********** Guard and submitting the necessary documentation.Everytime we checked on our claim we were told it was missing certain documents that we had already submitted.We finally submitted all the correct documents and had to submit them 3-4 times before I received a call from the adjustor, ***** ******, telling me the claim was turned down because one of the boxes on the medical form from her doctor was not checked correctly. This was in late July.I had the doctors form changed and once again submitted all the documents (13 pages) in late August. The only response I received was an email telling me they received my documents.Customer service says the claim review can take 3-4 "business" weeks before you hear anything. I check on October 8th and I was told by customer service that the claim would be submitted that day. What happened for the month of September?I have spoked with customer service 3x since October 8th and got nowhere. In my last call this week I asked the agent to send a message to ***** ****** to call me. No call! Nothing!This company is absolutely impossible to work with and has no regard for their clients who have paid, in my case, $545.00 for this insurance coverage.Something needs to be done so that every customer does not have to go through this aggravation.

  Customer response

  11/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **** **********
  
  
  
   
  
  

• Initial Complaint

  10/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On September ******* I paid for a new device and it was to be sent to *****************************************On October ****** I was told it was delivered to my old address which it should not have been ! Mailing address is ************************************ Upon speaking to ***** she told me and an apple *** that *** sent it to wrong address.And also I told her fed ex delivered to the wrong house so go get it ! Ask for some ID ! It never happened ! And now today after being told to wait 7-14 business days ! I still dont have the phone I paid for ! October *******You can clearly see it was delivered to the wrong address ! And they refuse to take responsibility !!! After numerous calls ! And emails.

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I submitted a claim to ** on Certificate Number ********* for an ********* in May 2024, who sent it to *** Warranty. They sent a repair company out who said the TV was unrepairable and it was decided, by ** that I would receive what they refer to as a buy out in the amount of $499.99. I have been in contact by phone with the company multiple times (approximately 10 since August 5, 2024) and have been told that a check has been issued three different times. The first was supposedly issued on June 6, 2024, the second was issued on August 14, 2024, and now the latest was supposedly issued on October 11, 2024. I have not received any of these checks. I don't believe any of these checks were actually mailed. How can three checks not make it to my address but ironically the renewal for this particular contract can? I have emailed and called until I am at my wit's end. I seemed to have reached an impasse getting any further up the chain of command with this company.

  Customer response

  11/15/2024

  At this time, I have been contacted directly by American International Group, Inc. (AIG) regarding complaint ID ********, however my complaint has NOT been resolved because:

  I have been contacted, last being Wednesday, November 13th.  I was contacted by a supervisor named ********* that I requested to be elevated to after I called on Tuesday, November 12th and was told it was still in review.  ********* assured me that my check would be issued from their bank on Monday, November 18th and ******* to me.  She would personally call me with the ***** tracking number when she received it which she believes will be a day or two later.  She did mention that I may have the check in hand prior to her receiving the tracking number.   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  **** ****

  Customer response

  11/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **** ****
  
  
  
   
  
  

• Initial Complaint

  09/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Claim was fully submitted on 09/23/24 with representative saying I have provided all necessary information.$149.00 taken from my bank account on 09/24/24 The business committed to "We will contact you within 2 business days with details about your claim." &"Your card will not be charged until your claim has been approved."The dispute is they have not contacted me within the 2 business days. I had to contact them and they could not tell me why the money was taken out without the claim being approved. The representative did not know why it happened. When I got a supervisor on the phone all he could say was if the money was taken out then the claim was approved. However, their website states "Once your claim is approved, your device is ordered and shipped directly from ***** via next-business-day delivery Monday through Friday; when available, Saturday delivery may be available for an additional fee."We are on the 4th business day since the money was taken out and no tracking number has been provided nor has a phone been delivered. I have also not been emailed or called regarding the situation.The business has not tried to resolve the problem. I reached out to them twice with no answers on why the money was taken out when the claim doesn't show it is approved. I have also not received an answer about when I will get my replacement device. They have never reached out to me. I have both times had to reach out to them. Their website FAQ also states "For questions regarding your shipment or hardware issues, please contact ***** at **************." I contacted Apple directly and they said this is not true, and that *** handles the claim from start to finish. ***** said any questions or concerns have to be directed towards ***. So, I get the run around from both companies with no answers from anyone.

  Customer response

  10/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********** ******
  
  
  
   
  
  

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My husband and I purchased this insurance in conjunction with travel plans from ************** to ************, ** to see his grandmother. My husband is an ****************** stationed in **************. His leave was approved before we booked the travel plans through Expedia. We purchased the travel insurance from this site. Unfortunately, due to the weather, it was UNFORSEEN that my husbands leave would be revoked. We had to then cancel the travel plans. When we presented the documentation for cancellation, we included a letter from his command that my husband was essential to the mission for ************** and his leave was revoked as the storms damage, which was UNFORSEEN at the time of booking, would be more than expected. We submitted all of this to Aon and they denied the refund that was requested per the insurance purpose. The refund should be in the amount of $248.37. We booked the trip 7/30/2024. The trip was from August 8-10, 2024. We had to cancel the plans 8/5/2024 due to the restriction being placed. This circumstance IS included in the description of coverage as we did check, just in case, before booking. They are now stating that this is not a covered circumstance and are refusing to refund our booking.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My wife *************************** and I paid $235 for a 5-year warranty early in 2023. Whirlpool refrigerator. We called in Winter 2023 because the ice maker and the front panel lights were not working. They sent a person who saw roaches, took pictures, did not do any work, then reported his findings. I later called ************ to an affiliate of *************************** *********************************************. I was told to get rid of the roaches. On review of the warranty they say I must provide a safe work space for their repair people. But I was told that roaches destroy refrigerators by both the repair person and the person on the phone. It was like they were saying that if you have roaches, you're a fool to buy a Whirlpool refrigerator and even more of a fool to purchase our warranty. We do not keep roaches as pets. After talking to the service guys we doubled our efforts. We've tried very hard and this year we have succeeded in getting rid of the roaches. I said to the company that we were free of roaches, but they said they needed a signed statement from a professional pest control company. This past year has been hard for us. My wife has been diagnosed with cancer. My doctors believe that I have cancer and I am waiting on the results of an ultrasound. Many ***** sprays contain chemicals that can be harmful. There is evidence to suggest that bug sprays are linked to cancer. We want to minimize exposure to chemicals, especially now. We have found that ***** motels do as advertised and kill the nest, eliminating the ***** problem without toxic sprays. A selling point of ***** warranty is an upfront payment to reduce payment for services. They're trying to force me to pay for services that I don't want before they will service my refrigerator. This rule is not in our warranty and nowhere to be found before making a purchase. I want to take pictures of the service area around our refrigerator, submit them, and then have them out to repair our refrigerator.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Case************ advised that the claim had to be filed online sr. ******* ****** w apple advised that the claim had been accepted and approved and all need was payment. Called *** WAS ADVISED THAT NO CLAIM WAS SUBMITTED AND THEY COULD NOT FIND IT. made SEVERAL CALLS that day to Apple ALL AGENTS WERE RUDE AND DISCONNECTED THE CALL. Being asked to provide payment information before the claim is reviewed.

• Initial Complaint

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  updated account information for recurring payments and payment made, the policy did not reflect payment. received mail after payment and new checking account added to policy, mail stated no payment, yet *** deducted from my checking and account information was back to original account. suspected fraud

  Business response

  08/01/2024

  Please find attached the Company's acknowledgement of the BBB complaint matter. Once we have researched the complaint, a complete response will be sent directly to the complainant with an explanation addressing their concerns. At this time, we request that the BBB close the case on your portal.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I requested a loan from my account over two weeks ago. I've sent several requests for information regarding the status, and asking if there was anything else I needed to submit. I have gotten zero response. I have not received one bit of correspondence regarding my request, or even acknowledging I made the request.

  Business response

  07/26/2024

  Please find attached the Company's acknowledgement of the BBB complaint matter.  Once we have researched the complaint, a complete response will be sent directly to the complainant with an explanation addressing their concerns. At this time, we request that the BBB close the case on your portal.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had identity theft Insurance through *** and I received this very unprofessional and poorly edited email from the company stating that I didn't qualify for the Insurance. I've been dealing with this issue for almost 2 years and this just doesn't seem ro me to be correct. Please help me get some answers for this issue.

  Business response

  07/18/2024

  Please accept acknowledgement letter as complaint has been received and under review.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩