Not upheld: claim handling delay and reasonable adjustments complaint against American International Group UK Limited (AIG)

Decision detail

Summary

Mr B complained that AIG took too long to repair his mobile phone (31 days) after making a claim on his gadget insurance policy in China on 9 February 2026. He also alleged AIG failed to make reasonable adjustments for his autism and ADHD by communicating in a language he didn't understand and requiring phone calls instead of email. Mr B sought compensation for accommodation, transportation, a repatriation flight, and distress. The ombudsman found the repair was completed within the two to three week timeframe specified in the policy document Mr B signed, with AIG providing a loaned device during the repair period. The ombudsman determined AIG's communications were clear and sent before Mr B disclosed his vulnerabilities, and rejected Mr B's claims that AIG was responsible for his financial hardship or visa overstay. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found that AIG completed the repair within the two to three week timeframe specified in the document Mr B signed, accounting for the public holiday period they had warned him about. The phone was likely ready in under three weeks. Even if there was a partial repair initially, a delay of under two weeks would not warrant compensation, particularly given AIG provided a loaned device. Regarding reasonable adjustments, AIG's communications were clear and sent before Mr B disclosed his vulnerabilities. The ombudsman found no evidence AIG should have known about Mr B's communication needs beforehand. AIG responded clearly in writing to Mr B's concerns after his disclosure. The ombudsman rejected Mr B's claims that AIG was responsible for his financial hardship, medication issues, or visa overstay, as these were not direct consequences of unfair claim handling.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website