AS
AIG South Africa Limited
Verified Business
AS
AI Review Summary
Based on recent customer reviews, AIG South Africa Limited is facing significant dissatisfaction, with customers consistently mentioning unresolved claims, poor communication, and prolonged delays. A recurring theme is frustration with claims handlers who go silent, fail to return calls, or ignore emails, with some policyholders citing specific employees by name. Many feel misled about policy coverage, particularly around exclusions only revealed at the point of claim. While an isolated voice praises a friendly assessor and quality service, the overwhelming sentiment reflects distrust, escalations to the Ombudsman, and perceptions of unfair claim rejections.
Performance(last 12 months):
TrustIndex
2.7
Ranking
#102
in Insurance
NPS Score
-100
Recommended: Unlikely
Review Distribution
1.2|20 Reviews
Jul '25 - Jun '26
Recent reviews (20)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceA
Anonymous
1 reviews | Active since Jan 2020
26 May 2026, 11:15
AIG DEFIES Poppi act AND DELAYS TO PAY
I have been an AIG Hospital Plan client for more than 10 years. This policy is a hospital cash plan that pays a fixed daily benefit from day one of hospital admission. It is not a medical aid and does not pay based on diagnosis, treatment outcome or medical condition severity. I was recently admitted to hospital by my GP due to a heart-related condition. During my stay, a hernia was also discovered. After discharge, I submitted my hospital cash plan claim together with the hospital account clearly showing my admission and discharge dates. Due to AIG changing their claims system, I first struggled to obtain the correct process and forms. I eventually uploaded all required documents through the new online portal nearly 3 weeks ago. After hearing absolutely nothing further, I contacted AIG today to complain about the delay and was advised that Loretta King is now handling my claim. I then queried why nobody had contacted me regarding any outstanding information. Ms King responded by saying, “Oh, I just emailed it.” Had I not personally called today to follow up, how much longer would I have been left waiting without any communication? I fully understand and accept reasonable verification requests such as: * Copy of ID * Proof of bank account However, I am extremely concerned and confused by AIG now demanding: * Copies of all blood test results * Radiology reports * Oncology reports * Full medical findings * A motivation letter from the cardiologist explaining why I was admitted to hospital Why are these documents necessary for a hospital cash plan that simply pays a daily amount based on hospital admission? My hospital account already clearly confirms: * Date of admission * Date of discharge * Length of hospital stay Surely that is what determines the payout under this type of policy. This is not a medical aid claim requiring treatment authorisation or investigation into diagnoses. It is a fixed hospital benefit policy. My blood test results, oncology records, scans, specialist reports and private medical findings have absolutely nothing to do with confirming whether I was admitted to hospital for the number of days reflected on the hospital account. What concerns me even more is that I previously had a completely separate cancer policy with AIG. In 2016, after I was diagnosed with breast cancer and underwent a double mastectomy, that cancer policy paid out and was then cancelled by AIG. At the time, I specifically questioned what would happen if I ever developed another form of cancer in future, and I was simply told that once the policy paid out, the cover ended permanently. I complained about this situation at the time and never even received proper feedback. I therefore find it deeply concerning that oncology reports are now suddenly being requested on an unrelated hospital cash plan claim. Why is oncology information being requested when: * I was admitted for a heart-related condition; * A hernia was discovered during admission; and * This policy only pays a daily hospital benefit? I believe these requests are excessive, invasive and unrelated to the actual benefit being claimed. I am also concerned about the unnecessary processing of highly sensitive personal medical information and whether this aligns with the principles of the POPIA Act. After faithfully paying premiums for over a decade, I am extremely disappointed by: * Excessive delays * Poor communication * Constant changes to the claims process * Lack of transparency * Last-minute requests for additional documents * Demands for highly confidential medical records unrelated to a hospital cash plan payout I would appreciate a proper explanation from AIG as to why all these deeply private medical records are necessary to process a simple hospital cash plan claim based on confirmed admission and discharge dates.
Helpful (0)
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Anonymous
1 reviews | Active since Jan 2020
26 May 2026, 11:15
AIG DEFIES Poppi act AND DELAYS TO PAY
I have been an AIG Hospital Plan client for more than 10 years. This policy is a hospital cash plan that pays a fixed daily benefit from day one of hospital admission. It is not a medical aid and does not pay based on diagnosis, treatment outcome or medical condition severity. I was recently admitted to hospital by my GP due to a heart-related condition. During my stay, a hernia was also discovered. After discharge, I submitted my hospital cash plan claim together with the hospital account clearly showing my admission and discharge dates. Due to AIG changing their claims system, I first struggled to obtain the correct process and forms. I eventually uploaded all required documents through the new online portal nearly 3 weeks ago. After hearing absolutely nothing further, I contacted AIG today to complain about the delay and was advised that Loretta King is now handling my claim. I then queried why nobody had contacted me regarding any outstanding information. Ms King responded by saying, “Oh, I just emailed it.” Had I not personally called today to follow up, how much longer would I have been left waiting without any communication? I fully understand and accept reasonable verification requests such as: * Copy of ID * Proof of bank account However, I am extremely concerned and confused by AIG now demanding: * Copies of all blood test results * Radiology reports * Oncology reports * Full medical findings * A motivation letter from the cardiologist explaining why I was admitted to hospital Why are these documents necessary for a hospital cash plan that simply pays a daily amount based on hospital admission? My hospital account already clearly confirms: * Date of admission * Date of discharge * Length of hospital stay Surely that is what determines the payout under this type of policy. This is not a medical aid claim requiring treatment authorisation or investigation into diagnoses. It is a fixed hospital benefit policy. My blood test results, oncology records, scans, specialist reports and private medical findings have absolutely nothing to do with confirming whether I was admitted to hospital for the number of days reflected on the hospital account. What concerns me even more is that I previously had a completely separate cancer policy with AIG. In 2016, after I was diagnosed with breast cancer and underwent a double mastectomy, that cancer policy paid out and was then cancelled by AIG. At the time, I specifically questioned what would happen if I ever developed another form of cancer in future, and I was simply told that once the policy paid out, the cover ended permanently. I complained about this situation at the time and never even received proper feedback. I therefore find it deeply concerning that oncology reports are now suddenly being requested on an unrelated hospital cash plan claim. Why is oncology information being requested when: * I was admitted for a heart-related condition; * A hernia was discovered during admission; and * This policy only pays a daily hospital benefit? I believe these requests are excessive, invasive and unrelated to the actual benefit being claimed. I am also concerned about the unnecessary processing of highly sensitive personal medical information and whether this aligns with the principles of the POPIA Act. After faithfully paying premiums for over a decade, I am extremely disappointed by: * Excessive delays * Poor communication * Constant changes to the claims process * Lack of transparency * Last-minute requests for additional documents * Demands for highly confidential medical records unrelated to a hospital cash plan payout I would appreciate a proper explanation from AIG as to why all these deeply private medical records are necessary to process a simple hospital cash plan claim based on confirmed admission and discharge dates.
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Replies (2)A
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Anonymous
1 reviews | Active since Jan 2020
10 Apr 2026, 12:01
AIG - ********* sales pitches for business
I have been a loyal and consistent paying customer of AIG since 2007. I can recall the very day that 1 of the sales consultants called me to explain the policy benefits for me to take up the policy, The consultant explained that the policy was an ACCIDENT protection policy, meaning it WOULD pay out for anything related to a vehicle accident, even if it was a bumper-bash etc. I accepted the policy and took it out and have been a paying customer for all these years. Yes, I received the policy schedule with lots of details and fine print. My error was not that I did not read the fine print and wording once I received it, but rather believing their sales person's word over the call informing me of the benefits and what a great deal it was. I took his word and was naive enough to think I did not have to read through all the policy wording sent to me afterwards, surely, AIG could be a trusted company and would not lie... Over all these years I have luckily never had to claim until now, when I have been a victim of being crashed into from behind due to a taxi abruptly stopping and causing the accident then all drivers driving away. Not only am I in chronic pain now due to the severe concussion and whiplash I have endured, but now have medical bills to pay for the ER, CT scan, damage to my car, excess etc. The assumed comfort of knowing I had a policy that would at the very least assist me financially with these unforeseen expenses are now a nightmare I am dealing with, with AIG. Even though I am in physical pain, I forced myself to physically attend a Police station to report the accident and get all required documentation in order to submit my claim to AIG, for help. Yet, I was shocked to receive feedback that not only will AIG NOT be paying 1 cent towards my accident fees, I realised that I was also **** to and sold false and misleading sales pitch in order to get me to sign up to the policy all these years back!! I have requested the recording for the call whereby the sales consultant MISLED me into taking up this policy. I have had a response saying I should have read the policy wording, yet no accountability is being taken for the misleading sales consultant misleading who knows how many other customers... This is not on AIG, all trust is gone and you should be ashamed of yourselves for such disgraceful service and ********* operations!
Helpful (0)
|Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
10 Apr 2026, 12:01
AIG - ********* sales pitches for business
I have been a loyal and consistent paying customer of AIG since 2007. I can recall the very day that 1 of the sales consultants called me to explain the policy benefits for me to take up the policy, The consultant explained that the policy was an ACCIDENT protection policy, meaning it WOULD pay out for anything related to a vehicle accident, even if it was a bumper-bash etc. I accepted the policy and took it out and have been a paying customer for all these years. Yes, I received the policy schedule with lots of details and fine print. My error was not that I did not read the fine print and wording once I received it, but rather believing their sales person's word over the call informing me of the benefits and what a great deal it was. I took his word and was naive enough to think I did not have to read through all the policy wording sent to me afterwards, surely, AIG could be a trusted company and would not lie... Over all these years I have luckily never had to claim until now, when I have been a victim of being crashed into from behind due to a taxi abruptly stopping and causing the accident then all drivers driving away. Not only am I in chronic pain now due to the severe concussion and whiplash I have endured, but now have medical bills to pay for the ER, CT scan, damage to my car, excess etc. The assumed comfort of knowing I had a policy that would at the very least assist me financially with these unforeseen expenses are now a nightmare I am dealing with, with AIG. Even though I am in physical pain, I forced myself to physically attend a Police station to report the accident and get all required documentation in order to submit my claim to AIG, for help. Yet, I was shocked to receive feedback that not only will AIG NOT be paying 1 cent towards my accident fees, I realised that I was also **** to and sold false and misleading sales pitch in order to get me to sign up to the policy all these years back!! I have requested the recording for the call whereby the sales consultant MISLED me into taking up this policy. I have had a response saying I should have read the policy wording, yet no accountability is being taken for the misleading sales consultant misleading who knows how many other customers... This is not on AIG, all trust is gone and you should be ashamed of yourselves for such disgraceful service and ********* operations!
0
Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
2 Apr 2026, 11:55
Dishonerst
I have a long-standing policy to cover medical expenses with this company. i was recently hospitalized for surgery and submitted the claim. I was told today they are not going to pay as I am a type 2 diabetic and that diabetes is excluded? This was never mentioned before. It has been a long battle to lodge the claim and to get ant feedback from them. Now 3 weeks later I am told that they will not pay.
Helpful (0)
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Anonymous
1 reviews | Active since Jan 2020
2 Apr 2026, 11:55
Dishonerst
I have a long-standing policy to cover medical expenses with this company. i was recently hospitalized for surgery and submitted the claim. I was told today they are not going to pay as I am a type 2 diabetic and that diabetes is excluded? This was never mentioned before. It has been a long battle to lodge the claim and to get ant feedback from them. Now 3 weeks later I am told that they will not pay.
0
Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
11 Mar 2026, 04:47
Customer service from hell!!!
Currently experiencing the worse customer service ever! If your case is being handle by either Mashapa Thereso (the main problem), Nerasha Opperman, Sandra Dewall, Cindy Kunene, Keke Buyeye, Promise Masigo then you can forget about getting any updates or reaching a conclusion with your case. Settlement form was received, agreed and returned over a month ago and they have since gone silent with no indication of payments on my motor accident claim which was logged on the 29th December 2025. Save yourself the headache and take them straight to the Ombudsman.
Helpful (0)
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Anonymous
1 reviews | Active since Jan 2020
11 Mar 2026, 04:47
Customer service from hell!!!
Currently experiencing the worse customer service ever! If your case is being handle by either Mashapa Thereso (the main problem), Nerasha Opperman, Sandra Dewall, Cindy Kunene, Keke Buyeye, Promise Masigo then you can forget about getting any updates or reaching a conclusion with your case. Settlement form was received, agreed and returned over a month ago and they have since gone silent with no indication of payments on my motor accident claim which was logged on the 29th December 2025. Save yourself the headache and take them straight to the Ombudsman.
0
Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
2 Feb 2026, 06:29
Unprofessional and Arrogant
I am beyond frustrated with how my third-party motor claim has been handled by AIG. After weeks of silence and repeated follow-ups, I formally escalated the matter to the Ombudsman for Short-Term Insurance (OSTI). Immediately after doing so, I was informed/ threatened that my claim will be rejected unless I could provide an “independent witness” — despite the fact that the insured driver admitted fault and this is recorded in the SAPS report. Since that point, communication has effectively stopped., even after follow ups from my side. I have received no response since 22 January 2026, no decision, and no contact details for a manager or senior person despite requesting escalation several times. The timing and conduct as well as the arrogance and unprofessionalism raise serious concerns about whether the Ombudsman process is being treated with the seriousness it deserves, and whether the threat of rejection is being used as leverage after escalation rather than as a genuine assessment of the evidence. This post reflects my personal experience. The matter is currently before the Ombudsman for Short-Term Insurance due to what I believe to be unreasonable delay, poor communication, and unfair claims handling. Futhermore, the broker, Nedbank Insurance, just throws their hands up as "they cant intervene".
Helpful (0)
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Anonymous
1 reviews | Active since Jan 2020
2 Feb 2026, 06:29
Unprofessional and Arrogant
I am beyond frustrated with how my third-party motor claim has been handled by AIG. After weeks of silence and repeated follow-ups, I formally escalated the matter to the Ombudsman for Short-Term Insurance (OSTI). Immediately after doing so, I was informed/ threatened that my claim will be rejected unless I could provide an “independent witness” — despite the fact that the insured driver admitted fault and this is recorded in the SAPS report. Since that point, communication has effectively stopped., even after follow ups from my side. I have received no response since 22 January 2026, no decision, and no contact details for a manager or senior person despite requesting escalation several times. The timing and conduct as well as the arrogance and unprofessionalism raise serious concerns about whether the Ombudsman process is being treated with the seriousness it deserves, and whether the threat of rejection is being used as leverage after escalation rather than as a genuine assessment of the evidence. This post reflects my personal experience. The matter is currently before the Ombudsman for Short-Term Insurance due to what I believe to be unreasonable delay, poor communication, and unfair claims handling. Futhermore, the broker, Nedbank Insurance, just throws their hands up as "they cant intervene".
0
Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
5 Jan 2026, 04:37
Lack of communication from the claim handler Mr Mashapa
I am extremely dissatisfied with AIG’s handling of our third-party claim (Ref: 4330115963ZA). We submitted banking details for payment on 16 December, yet no payment has been made. The claims handler MR MASHAPA went on leave without authorising payment or arranging a handover, causing unnecessary stress and delaying vehicle repairs. This level of service is unacceptable. imagine dealing with a claim since 9 November untill now 2026. Mr Mashapa's lack of communication is extremely unprofessional
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Anonymous
1 reviews | Active since Jan 2020
5 Jan 2026, 04:37
Lack of communication from the claim handler Mr Mashapa
I am extremely dissatisfied with AIG’s handling of our third-party claim (Ref: 4330115963ZA). We submitted banking details for payment on 16 December, yet no payment has been made. The claims handler MR MASHAPA went on leave without authorising payment or arranging a handover, causing unnecessary stress and delaying vehicle repairs. This level of service is unacceptable. imagine dealing with a claim since 9 November untill now 2026. Mr Mashapa's lack of communication is extremely unprofessional
0
Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
12 Dec 2025, 08:01
NO SERVICE - ZERO EMPATHY
I had my emergency appendectomy on 9th Sepember 2025 and spent two days in hospital. From the usual simple, customer friendly service I get, this has become a nightmare. Firstly I get told that none of my efforts to supply usual documents is no longer valid. Not with any empathy though. I'm told to go to the hospital to get bill. I did. Emailed all and then was told to phone my claim through. Both numbers offer 3 options. Each option gets disconnected rudely. All I'm after is my measly R1000 payback. What is going on?
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Anonymous
1 reviews | Active since Jan 2020
12 Dec 2025, 08:01
NO SERVICE - ZERO EMPATHY
I had my emergency appendectomy on 9th Sepember 2025 and spent two days in hospital. From the usual simple, customer friendly service I get, this has become a nightmare. Firstly I get told that none of my efforts to supply usual documents is no longer valid. Not with any empathy though. I'm told to go to the hospital to get bill. I did. Emailed all and then was told to phone my claim through. Both numbers offer 3 options. Each option gets disconnected rudely. All I'm after is my measly R1000 payback. What is going on?
0
Replies (0)