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This Financial Services Guide (FSG) has been prepared by AIG Australia Limited (AIGAL)
ABN 93 004 727 753 AFS Licence No.381686, Level 19 Park Street Sydney NSW 2000.


This FSG contains important information about:

  • the financial services AIG offers you and is designed to assist you in deciding whether to use any of our services;
  • how our staff are remunerated;
  • any potential conflict of interest we may have in providing you with the services; and
  • our internal and external dispute resolution procedures and how you can access them.


If you have any further questions about the financial services we offer, please contact us on (03) 9522 4000 or visit our website at


If we recommend or arrange to issue you a particular financial product (that is, a retail general insurance product) we will give you a Product Disclosure Statement (PDS).

The PDS is designed to assist you to make an informed decision about that financial product and whether to acquire it as it contains, amongst other things, information about product features, benefits and your cooling off rights.

AIGAL is authorised to deal (including issue) and provide financial product advice in relation to general insurance products, including travel insurance and sickness and accident insurance products. AIGAL will only however provide general advice and no personal financial advice to you. We may provide the financial services to you via our employees or employees of our related body corporates who are authorised to provide such financial services including the provision of general advice. When you acquire an insurance policy from AIGAL, we are bound by the terms and conditions of the policy. 

In circumstances where you receive general advice, this advice does not take into account your own objectives, financial situations or needs. You therefore need to consider the appropriateness of the general advice, in light of your objectives, financial situation or needs before acting on the advice.

You should also read a copy of the PDS or policy wording for the product discussed before making any decision about whether to acquire the product.

In most instances instructions should be provided to us through your insurance intermediary. Where we have issued the product directly to you, you may contact us directly. You can specify how you would like to give us instructions. For example:

  • in writing
  • telephone
  • e-mail

For the provision of the applicable financial product, AIGAL receives remuneration by way of the premium charged for such financial product.  

Our staff or employees of our related body corporates are remunerated by way of:

  • Salary.
  • Performance related incentives or bonuses provided by us.

We strive to provide an efficient, honest, fair and transparent standard of service at all times. We recognise that occasionally mistakes or misunderstandings can happen. If this is the case, we realise that you will want to let us know and may wish to make a complaint.


If you make a complaint, we will make sure that your concerns are addressed as quickly as possible.


You can register a complaint by telephoning us on 1800 339 669, lodging your complaint on our website, or by writing to:


The Compliance Manager

AIG Australia Limited Level 13,

717 Bourke Street, Docklands VIC 3008, Australia


As soon as we receive your complaint, we will take all possible steps to resolve it. You will receive a written response to your complaint within 15 working days, unless we agree a longer timeframe with you. 

If you are not satisfied with our response to your complaint, you may wish to have the matter reviewed by our Internal Dispute Resolution Committee (“Committee”). The Committee is comprised of Senior Management of the company who have the experience and authority to decide on matters brought to the Committee.


If you wish to have your complaint reviewed by this Committee, please telephone or write to the person who has signed the response letter to your complaint and provide them with detailed reasons for requesting the review. This information will greatly assist the Committee in reviewing your claim or enquiry. Your complaint will then be treated as a dispute. You may also make a request for a review by the Committee by contacting:


The Chairperson IDRC

AIG Australia Limited

Level 13, 717 Bourke Street Docklands VIC 3008, Australia


A written response setting out the final decision of the Committee and the reasons for this decision will be provided to you within 15 working days of the date you advise us you wish to take your complaint to IDRC.


If we are unable to provide a written response setting out the final decision, we will keep you informed of progress at least every 10 days.

If you are not satisfied with the finding of the Committee, or if we have been unable to resolve your complaint within 45 calendar days, you may be able to take your matter to an independent dispute resolution body, the Australian Financial Complaints Authority (“AFCA”). This external dispute resolution body can make decisions with which AIG are obliged to comply. Contact details are:


Australian Financial Complaints Authority

GPO Box 3, Melbourne, VIC 3001

Tel: 1800 931 678 (local call fee applies)




You should note that use of the AFCA scheme does not preclude you from subsequently exercising any legal rights, which you may have if you are still unhappy with the outcome. Before doing so however, we strongly recommend that you obtain independent legal advice.


If your complaint does not fall within the Australian Financial Complaints Authority’s terms of reference, we will advise you to seek independent legal advice or give you information about any other external dispute resolution options (if any) that may be available to you


Please retain this document for your reference and any future dealings with us.
Date prepared: 22 March 2024

Further information?

If you have any further questions about the financial services we offer please contact us on

Telephone-icon(03) 9522 4000 or visit our website at

Please retain this document for your reference and any future dealings with us.