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Complaints

We provide services that are easily accessible and in accordance with prevailing law and regulation.

Customer Complaint Form

You can submit your complaint by downloading the complaint form via the link provided.

Once receipt, we will ensure your concerns are forwarded to the related department to respond in line with our procedures.

Complaint Service

We make things easy and clear, with top-level service, ethics and professionalism.

We will respond you and work to find a solution. Let us know at Contact.Indonesia@aig.com or 021 5291 4888 (Monday — Friday, 9:30 - 12:00 pm and 1:30 - 4:30 pm).

2024 Complaint Service Publication

If you want to file a complaint, please follow this procedure. You can download the Complaint Form here and send the complete form via email to Contact.Indonesia@aig.com.

In accordance with POJK No 61/POJK.07/2020 concerning Alternative Institutions for Financial Services Sector Dispute Resolution, effective January 1, 2021, the Financial Services Authority (OJK) has officially enacted an Alternative Institution for Financial Services Sector Dispute Resolution (LAPS-SJK) which replaces the role of the Indonesia Insurance Mediation and Arbitration Agency (BMAI) in helping to handle customer complaints and dispute resolution in the financial services sector, including in the general insurance industry.

Resolution of Customer Complaints with Dispute Indication:

1.      Customer registers complaint to Customer Protection Portal Application (APPK) via link https://kontak157.ojk.go.id/appkpublicportal/

2.      PT AIG Insurance Indonesia will monitor, and conduct follow up and resolution efforts.

3.      LAPS-SJK can be contacted at:

LAPS SJK, which can be contacted via:

Wisma Mulia 2 Lt. 16, Jl. Gatot Subroto No. 42, Jakarta, 12710

Phone: 021-29600292

lapssjk@ojk.go.id or lapssjk@gmail.com

Further information: bit.ly/PALAPSSJK

Customer General Information

** The original letter of power of attorney must be attached if the complaint is authorized by policy holder / Insured / Beneficiary
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    The (Re)Insured agree that any communication, information collected or held by the (Re)Insurer whether contained in the application or otherwise obtained may be used and disclosed to the (Re)Insurer’s associated individuals/companies or any independent third parties (within or outside Indonesia), which parties are bound by confidentiality obligation and/or which has signed a confidentiality agreement with (Re)Insurer, for any matters relating to the (Re)Insured application and any policy issued, in order to provide advice or information concerning products, claims and policy servicing as well as to provide services to the (Re)Insured related with (Re)Insured’s policy.

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