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Claims Department>
The AIG Hawaii Claims Approach
An automobile accident can be an emotional and difficult experience. A bad experience with your insurance company can make the situation even worse. At AIG Hawaii, we constantly review the claims experience from the customer's perspective, with the aim to make the process convenient and easy.
This website is designed to provide you with information about our claims staff and how they approach the claims function. We believe that the material provided here will be of assistance if you already have a claim or in the event of an accident in your future.
Our People
Our claims staff averages more than 15 years of experience. Handling over 700 claims per year, they have literally handled thousands of claims. You can have confidence that we will give you correct information and advice.
High employee retention of 98% annually allows us to focus on servicing claims instead of constant employee recruiting and training. We believe that having satisfied employees creates satisfied customers.
Our more than 80 claims personnel live and work right here in Hawaii. You will not be discussing your important claim with someone in a call center on the mainland. We are a diverse group that reflects Hawaii's cultural melting pot. We have employees who are fluent in Japanese, Cantonese, and many Filipino dialects. We also have employees with military backgrounds who have experienced firsthand being a military member or dependent in Hawaii.
Our Approach to Claims
We take the time necessary on each claim to explain what will happen, and why. Spending the right amount of time up front saves time and frustration later. We want to address your questions and concerns early in the handling of your claim. This includes keeping you informed of the next steps, as well as what you can do to assist us in resolving your claim.
In addition to providing excellent service, our mission includes fairness in paying claims. Some claims should not be paid because they are not valid (Insurance Fraud). Sometimes there can be differences of opinion about the fairness of a claim payment. We believe that many of these situations can be resolved with more effective communication. For this reason, we focus on communication in our claims practices. We also keep employee workloads reasonable so we can devote the right amount of time to your case. You should never feel like you are being hurried or that your questions are responded to abruptly.
What to Expect When You File a Claim
A claim can be reported 24 hours per day, seven days a week. Reporting a claim should take, on average, less than 15 minutes of your time. The first person you speak to will ask for information about you, your incident, and your policy number. During normal business hours, your claim will then be assigned to a claim representative who will promptly make contact with you. The claim representative will review the claim with you and answer any questions, as well as explaining the claims process.
Our Policy on Returning Telephone Calls and Voice-Mail
A claim representative is often on the telephone communicating with customers. It is likely that when you call you may receive a voice-mail message letting you know they are on the telephone and asking you to leave a message.
It is very important that you leave a message so they will know to return your call. We suggest that you leave a detailed message - name, telephone number, claim number - and most importantly - the reason for your telephone call. By doing so, the claim representative can gather the information you need and have a ready answer when they return your call.
Voice-mail messages will be checked frequently and calls will be returned as soon as possible. In most cases, messages will be returned within one hour. If the claim representative is out of the office, in a meeting, or on vacation, then you should hear a message informing you of this so that you will know when they will return to the office. We understand the frustration that comes from not having telephone calls returned and have assigned staff members who are responsible for covering for employees on vacation or absent due to illness. Therefore, if the claim representative assigned to your case is on vacation, your claim is still being handled.
You can also contact your claim representative by e-mail. The e-mail address for all AIG Hawaii employees follows this convention: first initial, last name @aighawaii.com. As an example, a claim representative named Bob Johnson has an e-mail address of bjohnson@aighawaii.com.
We Listen to Customer Feedback
Over 400 random claim survey letters are mailed to our customers every month, of which approximately 30% are completed and returned.
Every survey that we receive is reviewed and acted upon. If the comments are unfavorable, we look closely to learn what we could have done better and take corrective action. Several significant procedural changes have resulted from customers' survey feedback. Many survey responses praise our staff for providing exceptional customer service. We recognize and reward our staff in such instances.
Currently, our customers' overall claim satisfaction rate is 95%.
If you receive a survey, please take the time to tell us about your experience -- we will be listening.
What Our Customers Say About Us
Here are several examples of actual customer comments about our service.
"For me, having my vehicle stolen was a new and tragic experience, I have never had to file a claim before. My claim representative promptly responded to my claim and all of my phone calls. He instructed me on the steps I needed to follow in regards to my claim. Thank you!"
"The whole process was painless and easy. Thank you!"
"Very satisfied with the prompt service."
"It was a pleasure to be your consumer. Thank you."
"The claim representative was very patient with my son and the appraiser was very nice and made us feel comfortable. Both of them have great customer service skills and both my son and I are very thankful."
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