Travel Guard
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Assistance Capabilities | AIG Travel 1
Travel Guard
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Assistance
Global, innovative, customized
Travel Guard
®
Assistance Capabilities | AIG Travel 2
TABLE OF CONTENTS
About AIG Travel and AIG 3
Overview 4
Travel Assistance Services 5
Medical Assistance Services 6
Security Assistance Services 7
Concierge Services 8
Travel Assistance Website and Mobile App 9
Travel Guard® Assistance Volume 10
Medical Assistance Personnel 11
Emergency Transportation, Evacuationsand
Medical Assistance
12
Medical Evacuation Process 13
Major Incident/Mass Casualty Events 14
Additional Security Services 15
Security Services Detailed Descriptions 16
Travel Guard® Travel Tracer Product 17
Travel Guard
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Assistance Capabilities | AIG Travel 3
ABOUT AIG TRAVEL AND TRAVEL GUARD®
AIG Travel, a member of American International Group, Inc., provides travel insurance and global assistance through innovative
product oerings. Travel Guard® is the marketing name for its portfolio of travel insurance and travel-related services. From lost
luggage to a medical emergency, our 24/7 multilingual assistance team is always just a phone call away. Through our global
service centers and a network of experienced providers, we deliver medical and security assistance to help our customers travel
with confidence. AIG Travel is a socially responsible and inclusive organization that meets the diverse needs of leisure and
corporate travelers alike. Learn more at www.travelguard.com, and follow us on Twitter, Facebook, Instagram and LinkedIn.
ABOUT AIG
American International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG
member companies provide a wide range of property casualty insurance to customers in more than 80 countries and jurisdictions.
These diverse oerings include products and services that help businesses and individuals protect their assets, manage risks and
provide for retirement security. AIG common stock is listed on the New York Stock Exchange.
Additional information about AIG can be found at: www.aig.com, YouTube, Twitter and LinkedIn.
AIG is the marketing name for the worldwide property-casualty and general insurance operations of American International
Group, Inc. For additional information, please visit our website at www.aig.com. All products and services are written or provided
by subsidiaries or ailiates of American International Group, Inc. Products or services may not be available in all countries, and
coverage is subject to actual policy language. Non-insurance products and services may be provided by independent third parties.
Certain property-casualty coverages may be provided by a surplus lines insurer. Surplus lines insurers do not generally participate
in state guaranty funds, and insureds are therefore not protected by such funds.
This product is for use only by the intended recipient(s). It cannot be distributed by the aforementioned recipients, to any other parties, without the prior express
consent of AIG Travel. AIG Travel will use reasonable endeavors to ensure the accuracy of information contained herein as of the date this product is time stamped
but all such information, given its nature, shall be subject to change or alteration at any time and the use of such information is at the sole discretion of the
intended recipient(s). AIG Travel assumes no liability or responsibility for the use, interpretation or application of any of the information contained herein. AIG
Travel accepts no liability or responsibility in respect of any goods or services recommended herein. The information contained in this material is for general
informational purposes and is not intended as a substitute for professional medical advice, diagnosis or treatment. Always seek the advice of your physician or
other qualified health provider with any questions you may have regarding a medical problem.
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Assistance Capabilities | AIG Travel 4
OVERVIEW
AIG Travel’s global service centers respond to medical, travel and security needs 24 hours a day, 7 days a week,
365 days a year and are located in key regions around the globe. AIG Travel also provides global expatriate
services from the 24/7 AIG Travel service center located in Houston.
Arabic* Hindi* Russian
Bahasa Malaysia* Hmong Slovak
Tagalog* Bahasa Indonesia* Spanish*
Cantonese* Italian* Swahili
Czech Japanese* Swedish
Danish Kikuyu Tamil*
English* Korean Telugu
Estonian Latvian Thai*
Farsi Mandarin* Turkish
French* Marathi Urdu
German* Ndebele Vietnamese*
Gujarati Norwegian Zulu
Greek Polish Russian*
Hakka Portuguese*
Hebrew Punjabi * 24/7 Capability
We support customers originating from every continent with
more than 40 languages spoken on-site:
Service centers
Active, certified medical sta
AIG partners manage our service center in Sofia, Bulgaria.
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Assistance Capabilities | AIG Travel 5
TRAVEL ASSISTANCE SERVICES
To best appreciate the range and complexity of our services, we have placed them into four categories. While this list serves as a
broad description of the assistance services we provide, we may customize programs to meet the requirements of our clients. Our
strength lies in our flexibility to tailor our services to meet our clients’ unique needs. Please see the appendix for case studies and
testimonials.
TRAVEL ASSISTANCE
Member-only travel assistance website and mobile app
Flight re-bookings
Hotel re-bookings
Rental vehicle booking
Emergency return travel arrangements
Guaranteed hotel check-in
Lost/stolen baggage assistance
Lost passport/travel documents assistance
Emergency cash transfer assistance
Travel information including visa/passport requirements
Emergency telephone interpretation assistance
Urgent message relay to family, friends or business associates
Up-to-the-minute travel delay reports
Inoculation information
Embassy and consulate information
Up-to-the-minute information on local medical advisories, epidemics, required
immunizations and available preventive measures
Up-to-the-minute travel supplier strike information
Legal referrals
Worldwide public holiday information
Translation services
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Assistance Capabilities | AIG Travel 6
MEDICAL ASSISTANCE
Emergency medical evacuation transportation assistance
Physician/hospital/dental/vision referrals
Repatriation of mortal remains
Return travel arrangements
Emergency prescription replacement assistance
Dispatch of doctor or specialist
Medical evacuation quote
In-patient and out-patient medical case management
Qualified liaison for relaying medical information to family members
Arrangements of visitor to bedside of hospitalized insured
Eyeglasses and corrective lens replacement assistance
Direct billing to medical providers
Medical cost containment/expense recovery and overseas investigation
Shipment of medical records
Medical equipment rental/replacement assistance
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Assistance Capabilities | AIG Travel 7
SECURITY ASSISTANCE
AIG Travel is your trusted source for comprehensive worldwide
security assistance. With an unparalleled reputation for a complete
array of security solutions, we help our clients minimize the risks
to their employees and operations. We leverage existing expertise
and resources dedicated to providing high quality and timely
intelligence, intervention and evacuation services. You can feel
assured that your travelers have access to security resources.
With worldwide capabilities, we can provide a timely response for
anything from a minor security incident to truly life-threatening
events.
Security evacuation assistance
Security and safety advisories, global risk analysis and
consultation specialist
Urgent message alerts, reporting and dissemination
24/7/365 response services to assist travelers, customers and
their families during an incident
Online travel risk management solution
Online access to up-to-date intelligence (breaking news, threat
assessments, incident reports, country reports)
We also oer custom security through our
providers, including:
Secured transportation services
VIP meet and greet
Executive protection
Armored vehicles
Risk Management consulting
Risk/threat assessments
Vulnerability assessments
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Assistance Capabilities | AIG Travel 8
CONCIERGE SERVICES*
Our personal concierge services allow for your travelers to easily manage a myriad of travel details without liing a finger. Whether
it is a family gi, concert tickets, directions or hard to get reservations to help seal an important deal, our Concierge Desk is a
direct line to a team of professional and concerned personal assistants. Your travelers receive the comfort, care and attention of
our personal assistance coordinators, available 24/7 to respond to virtually any request – large or small:
Restaurant referrals and reservations
Event ticketing
Ground transportation coordination
Golf tee-time referrals and reservations
Latest world weather and ski reports
Floral services
Local concert, club and ‘hot spot’ listings
Movie and theater information
Up-to-the-minute sports scores
Find, wrap and delivery of gis
Special occasion/appointment reminders
*Concierge assistance services are not available in all countries.
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Assistance Capabilities | AIG Travel 9
Travelers have convenient access to our global network of service centers and providers on our travel assistance website.
Members can view a full array of services and benefits available through their program, including:
TRAVEL ASSISTANCE WEBSITE AND MOBILE APP
* Website features and device availability vary by policyholder access.
* Mobile app availability and features vary by policyholder access.
* City guides are currently only available in English language (not available on the France and Canada websites).
Website and app demo available upon request.
Travelers have access to the travel assistance mobile app* through Apple and Android smartphones and can access key features.
In-depth travel health and safety information.
Travel information including visa/passport requirements.
Country guides, city guides, security advice reports, case
studies and pre-travel tips.
Email alerts providing travelers with the latest updates on
emerging situations for their selected travel destinations.
Daily news reports covering political instability, civil
unrest, extreme weather, and news from around the world.
A one-touch ‘Help’ phone button that directly connects
travelers to one of our global service centers.
A check-in feature lets users keep trusted contacts
notified of their safe arrivals while traveling.
Location Safety Ratings provided by GeoSure® indicate
risk conditions on overall safety, physical harm, women’s
safety, the, LGBTQ+ safety, political freedoms, and health
for various locations within cities around the world.
The provider directory is GPS-enabled and displays local
health care providers.
Medical translation tool translates medical terms into
multiple languages.
Drug brand equivalency tool generates equivalencies in
other countries.
Country Reports, City Guides and Security Advice
Reports include risk ratings and information on
conditions that may impact your travels with the ability
to favorite reports.
Travel security awareness training videos teach travelers
how to be aware and prepared.
Ability to subscribe to security travel alerts.
My Trips enables travelers to add upcoming trips with the
option to receive country alert emails and view trip advice.
Currency Converter generates daily exchange rates.
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Assistance Capabilities | AIG Travel 10
TRAVEL GUARD® ASSISTANCE VOLUME
We support millions of customers traveling worldwide. To highlight the breadth and depth
of our business, below is our 2022 activity:
*Technical: cases of a non-medical nature such as legal assistance, cash advance, emergency travel arrangements, lost document/luggage assistance, etc.
The above information is confidential and proprietary. It is not to be disseminated or circulated externally in any form unless expressly authorized by AIG Travel marketing.
*
Medical Evacuations
1,057
Medical
Administrative
Policy Servicing
44,089
298,444
Claims
491,401
Information/Other
83,281
Technical
39,533
Concierge
552
Security
344
Total Cases
927,163
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Assistance Capabilities | AIG Travel 11
MEDICAL ASSISTANCE PERSONNEL
Global Medical Team
We have established a global medical team, which enables
us to deliver travel medical assistance over the phone to our
customers around the clock. Medical personnel are staed in
five of our assistance centers: Houston (US), Brighton (UK),
Kuala Lumpur (MY), Guangzhou (CN) and Mexico City (MX).
All medical assistance is overseen by Dr. William Spangler, our
Global Medical Director based in Houston. Under his direction
we also have Regional Medical Directors, Dr. Justin and Dr.
Suba, based in Kuala Lumpur and Dr. Dawson based in the
United Kingdom, as well as physicians in the United States,
the United Kingdom , Malaysia and China. We sta Medical
Case Managers (MCMs) in five of our service centers.
Because all of our centers are fully integrated from a systems
perspective, our medical sta is able to work as a true
“virtual” team. A case opened in one center can be fully
accessed and managed by a physician or case manager in
another. Having a global footprint also provides language
skills, geographical and cultural expertise. Likewise, we are
able to take full advantage of the local/regional medical
knowledge and expertise of this diverse sta, without
sacrificing quality or timeliness of delivery.
Dr. William Spangler – Global Medical Director
Dr. William Spangler has been with our company for 18 years
and has served as our Global Medical Director since April 2009.
Dr. Spangler graduated from Penn State College of Medicine
and completed a residency in Emergency Medicine at East
Carolina University. He has been practicing in this field for
over 35 years, during which time he has served as Medical
Director, Regional Medical Director and Vice President of
Medical Aairs for several emergency medicine groups in
North Carolina, Louisiana and the Texas area.
Currently, Dr. Spangler practices emergency medicine in
Houston, Texas, and is a frequent lecturer to students and
residents. In addition to his clinical practice, Dr. Spangler
is frequently called upon to serve as an expert reviewer for
medical professional liability matters of all types. He is also a
Medical liaison physician for the National Football League.
The global service centers operate 24/7/365 and are staed by
physicians board-certified in emergency medicine as well as
other, diversified specialties. All physicians have emergency
medicine, critical care, clinical and triage experience. This
model ensures our medical team is current with the latest
developments and advances in emergency medicine.
Additionally, medical case managers comprised of registered
nurses and paramedics, also with emergency medicine,
critical care, clinical and triage experience, are on duty and
available 24/7. They function under the direction of the on-
duty physician and provide support for all medical cases.
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Assistance Capabilities | AIG Travel 12
EMERGENCY TRANSPORTATION,
EVACUATIONS AND MEDICAL ASSISTANCE
We develop and maintain committed relationships with
physicians, health care facilities, dentists, medical escorts
and other medical and healthcare-related providers around
the world. Furthermore, we partner with leading, nationally-
recognized preferred provider organizations (PPOs). These
relationships provide access to hundreds of thousands of
providers and specific networks worldwide, such as Global
Doctors and United Healthcare International’s (UHI) Hygeia
PPO Network. In addition, we support and actively work
with health care administrators and AIG-owned insurance
companies. Our combined network resources span numerous
sources and organizations.
While AIG Travel has medical monitoring sta, we do not
own clinics/hospitals. We coordinate with medical facilities
worldwide to determine the most appropriate care for clients.
We work with a vast network of strategically located providers
worldwide and engage with both local and foreign-owned
entities. AIG’s presence in over 80 countries helps us deliver
service locally. We maintain a group of medical transport
providers with whom we associate aer careful evaluation;
including personnel, equipment, aviation, and liability
aspects. At this time, we work with more than 300 air
ambulance and medical transport providers.
Because we do not own or operate aircra, we have a more
cost-eective structure. This enables us to have competitive
pricing and flexible service. Accessing a wide variety of
partners, gives us the independence to use the most suitable
provider in a particular region.
Our business model enables us to provide eicient medical
assistance solutions, keeping costs low and service levels
high. The structure provides our servicing a degree of cost
containment without sacrificing quality or speed of delivery.
We have strategic relationships with ground ambulance
and transportation companies worldwide. Aer AIG Travel’s
medical monitoring sta evaluates the insured’s condition
based on the treating physician’s report, should the insured’s
condition warrant emergency ground transport for emergency
evacuation, we will engage a local ambulance company to
provide the appropriate services.
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Assistance Capabilities | AIG Travel 13
The medical evacuation process is designed to be simple. If you think a medical evacuation is necessary, call Travel Guard®
Medical Assistance. A medical assistance coordinator will answer, collect important information, explain the evacuation process
and coordinate your medical assistance plan with our medical case manager and physician. If it is determined that a medical
evacuation is necessary, the medical assistance coordinator will coordinate the arrangements. If a medical evacuation is not
necessary, a medical assistance coordinator and our medical team will remain involved in the process to monitor your medical
care locally.
MEDICAL EVACUATION PROCESS
Client calls for Travel Guard® Medical Assistance
Medical Assistance Coordinator
Collects name of patient/caller, contact details,
location, and description of symptoms/diagnoses
Notifies medical case manager and physician of case
Sustains ongoing communication with client and/or
designated point of contact throughout the case
Medical Case Manager and Physician
Obtains current medical information during
consultations with local medical professionals
Completes an evaluation of the medical reports and
information
Determines next steps and necessity of evacuation
Identifies appropriate method of transportation,
destination of proper medical facility, and timeline of
evacuation if evacuation is required
Physician reviews and approves all medical evacuation
arrangements
Two Primary Options for Medical Evacuation:
Air Ambulance Evacuation or Commercial Airline Medical
Evacuation based upon medical necessity
Every emergency situation is unique and requires emergency-specific planning. AIG Travel reserves the right to select what it deems is the appropriate emergency medical
evacuation arrangement in case of emergency. Emergency medical evacuation arrangement determinations will be made on a case-by-case basis.
HELPFUL INFORMATION TO HAVE AVAILABLE:
Supplemental Out-of-Country Accident and Sickness Medical Coverage with 24/7 Assistance Services
As part of your company’s business travel accident program, you may have supplemental out-of-country accident and sickness
medical coverage. In which case, if you suer a covered injury or contract an emergency sickness that requires you to be treated
by a physician while traveling outside of your country of permanent residence during any trip as defined by the policy, the policy
will pay the usual and customary charges incurred for covered medical services received due to that injury or emergency sickness
up to the benefit maximum. This supplemental benefit is payable for such charges aer the deductible has been met.
Client name
Policy number
Current location
Symptoms and medical reports (if available)
Medical Evacuation (if appropriate)
Medical Assistance Coordinator
Coordinates travel arrangements according to the
medical recommendations made by the medical
case manager and/or physician based on a
consultation with local medical professionals
Sources a provider for a medical escort and/or air
ambulance as recommended based on resources
and ability to meet time requirements
Works in tandem with medical sta and transport
provider to ensure medical arrangements are
carried out as planned
Obtains government approvals for transfer, if
required
Ensures client has all necessary travel documents
on hand (i.e. passport, visa, etc.)
Assist travel companions with changing and/or
making new flight arrangements
Medical Evacuation Not Necessary
Medical Case Manager and Physician
Continues to provide assistance and monitoring
through local medical professionals
Monitors client’s medical condition until released
from treatment
Typically, this includes:
Current Medical Facility/Physician
Contact phone number
Email address
Secondary point of contact
Date of birth
Passport information
Visa or alien number
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MAJOR INCIDENT/MASS CASUALTY EVENTS
We have a specific Crisis Management Response Protocol
and designated teams ready to respond to Major Incidents
or Mass Casualty Events. The following are a list of possible
crisis situations. This list is certainly not exhaustive, but rather
indicative of those incident types that have been considered
as critical in the construction of the protocol:
Natural disasters (earthquake, hurricane, typhoon,
tsunami)
Terrorist bombings/attacks
Air crashes
Other transport accidents (bus, train)
Large fire or building collapse
The Crisis Management Response Team (CMRT) consists of
key sta members in each service center who take on defined
roles during a crisis. Upon notification of a crisis event, the
CMRT activates the team members as well as any on-call
CRISIS EVENT TIMELINE
To best appreciate the scope of our services, we have developed this timeline of recent
world events where Travel Guard® customers were assisted.
sta needed, a control room, communication protocols, and
begins the event information logs. One of the CMRT’s critical
decisions will be the possible dispatch of specified responders
to the event. Responders will oen include a combination of
case managers, security and medical sta who are tasked with
site and hospital visits to coordinate communication with the
local authorities, embassies/ consulates and our control room
sta; intervention with the medical facilities, the patients
and their relatives; other specified duties depending on the
situation.
The location of such an event would determine which service
center would be the first to respond. This center would
work with and across all other global service centers to
assure eiciency of case handling, medical monitoring, and
evacuation planning.
2022
JANUARY
– Military Coup, Burkina Faso
FEBRUARY
– Russia/Ukraine Conflict, Ukraine
– Winter Olympics, Beijing, China
MAY
– Hurricane Agatha, Mexico
JULY
– Monkeypox Outbreak, Global
– Political/Civil Unrest, Sri Lanka
AUGUST
– Cartel Violence, Mexico
– Civil Unrest, Iraq
SEPTEMBER
– Typhoon Hinnamnor/Henry,
South Korea
– Hurrican Fiona, Caribbean, Canada
OCTOBER
– Civil Unrest, Chad
– Hurricane Roslyn, Mexico
NOVEMBER
– Civil Unrest, China
– FIFA World Cup, Qatar
DECEMBER
– Political/Civil Unrest, Peru
2019 2020 2021
JANUARY
– Terrorist Attack, Kenya
– Criminal Activity, Niger
FEBRUARY
– Civil Unrest, Haiti
MARCH
– Christchurch Shooting, New Zealand
– Utrecht Shooting, Netherlands
APRIL
– Terrorist Bombings, Sri Lanka
MAY
– Rocket Attacks, Iraq
– Bus Accident, Iceland
JUNE
– Military Coup, Sudan
AUGUST
– Hong Kong Protests, China
– Hurricane Dorian, Bahamas
SEPTEMBER
– Civil Unrest, Haiti
– Typhoon Mitag, Japan
OCTOBER
– Civil Unrest, Iraq
– Super Typhoon Hagibis, Japan
– Civil Unrest, Lebanon
NOVEMBER
– Civil Unrest, Chile
– Civil Unrest, Hong Kong
JANUARY
– U.S.-Iran Tensions, Iraq, Middle
East
– Wildfires, Australia
– Coronavirus Outbreak, China
FEBRUARY
– Militant Attacks, Saudi Arabia
MARCH
– Coronavirus-Related Travel
Restrictions, Global
APRIL
– Tropical Cyclone Harold, Vanuatu
MAY
– Civil Unrest, United States
AUGUST
– Explosion, Lebanon
– Civil Unrest, Thailand
– Military Coup, Mali
SEPTEMBER
– Civil Unrest, Colombia
– Military Activity, Armenia,
Azerbaijan
OCTOBER
– Civil Unrest, Nigeria
– Extremist Attacks, France
NOVEMBER
– Armed Conflict, Ethiopia
DECEMBER
– Tropical Cyclone Yasa, Fiji and Tonga
JANUARY
– Military coup, Myanmar
FEBRUARY
– Civil unrest, Russia
MARCH
– Earthquake and tsunami warning,
multiple countries
– Militant attacks, Mozambique
APRIL
– Militant threats, Chad
MAY
– Civil unrest, Colombia
– Civil unrest, Israel/Gaza Strip/West
Bank
JUNE
– Civil unrest, eSwatini
JULY
– Civil unrest, Tunisia
AUGUST
– Earthquake, Haiti
– Taliban seizes power, Afghanistan
SEPTEMBER
– Military coup, Guinea
OCTOBER
– Armed clashes, Lebanon
– Military coup, Sudan
NOVEMBER
– Armed conflict, Ethiopia
– Civil unrest, Solomon Islands
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Below is a representation of AIG Travel’s security footprint.
ADDITIONAL SECURITY SERVICES
With AIG’s in-house worldwide assets, AIG Travel leverages
existing expertise and resources to provide high quality
intelligence and security services. AIG Travel’s security team
provides a wide spectrum of personal security services. Our
network of security consultants, specialists and operational
partners allow us to respond to an event quickly and
eectively. Security recommendations vary based on the
severity of the situation.
Security advice, assistance, and information services are
provided from the 24/7 AIG Travel service center located in
Houston. AIG Travel’s in-house security team is composed
GLOBAL SECURITY FOOTPRINT
of personnel with a broad spectrum of geopolitical expertise
and security industry experience. Analysts utilize existing
knowledge and multiple open-source and proprietary
resources to provide a wide spectrum of intelligence and
personal security services.
AIG Travel’s security team provides threat reporting
and active monitoring to oer proactive warnings when
situations become volatile. In addition, content updates and
threat assessments are delivered through the Travel Guard
Assistance website and provide clients with pertinent safety
and security information worldwide.
AIG partners manage our service center in Sofia, Bulgaria.
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Assistance Capabilities | AIG Travel 16
SECURITY SERVICES DETAILED DESCRIPTIONS
Security Section on the Travel Guard Assistance Website – contains security advice to help avoid threats to your identity and
your personal belongings. In addition, we also provide advice for safe travel to worldwide destinations including information on
security hotspots, cultural considerations, safe transportation and emergency contacts.
Global News Watch – A daily email overview of global security news that is broken down by geographic region. The AIG Travel
security team will advise travelers on the best course of action if heading to the region in question; this could be by encouraging
more vigilance in specific regions or in more serious cases, avoiding areas that pose a significant risk to your personal safety.
Security Travel Alerts – Our security team monitors for global incidents and developments 24/7 and issues email alerts. This will
cover political uprisings, military actions, terrorist attacks, aviation incidents, and more to prepare you or a family member going
abroad.
24/7 Phone Assistance – 24/7/365 access to trained security personnel ready to provide advice for any concern or to assist a
traveler in immediate danger.
Travel Guard® Travel Tracer – Online travel risk management solution that gives clients the ability to track and manage the safety
and security of their travelers worldwide.
Security Expertise – Intelligence analysts utilize an extensive network of international contacts and are trained in open source
intelligence gathering to assist with your security needs.
Monitoring services include:
Country Reports
Incidents and alerts
Advisories
Global News Watch
City Guides
Security briefs / reports
Itinerary review
Global check-in services
Prevention services include:
Online travel security awareness training
Duty of care and travel awareness training packages
Situational awareness training
Security consulting services
Response services include:
Traditional response to: political risk, natural disaster, medical evacuation
Operations: executive protection, secure transportation, meet-and-greet, armored vehicles
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TRAVEL GUARD® TRAVEL TRACER
Travel Guard Travel Tracer can be a valuable addition to your company’s travel risk management program and oers
comprehensive traveler tracking capabilities with up-to-the-minute, all-hazards threat intelligence. This configurable system
delivers actionable information and intelligence that helps reduce risk wherever your employees live, work and travel, with the
added reassurance of 24/7/365 access to AIG Travel’s medical, security intelligence and evacuation assistance services.
Duty of Care
Fully integrated duty-of-care platform that includes risk alerts, country intelligence, traveler tracking, health measures and
destination safety.
Worldwide mapping features show the location of your travelers, incidents, and emerging events worldwide that could
impact your travelers’ current and upcoming trips.
Real-time GPS and automated PNR itinerary-based traveler tracking aggregates worldwide travel data from multiple booking
sources into one interface.
Pre-trip advisories are customizable and sent directly to travelers upon booking.
Real-time incident tracking including risk alerts for security, terrorism, crime, political, economic stability, and health, with
five risk levels for optimum alert analysis.
Risk alerts are geo-plotted and visible in the online incident map, covering hundreds of countries and territories. Alerts can
be sent to travelers, risk managers and agents by mobile push notification, email, or text message, depending on predefined
rules, including severity/type AND location to travelers or company asset locations.
Personalized notifications travelers automatically receive notifications at each stage of their journey on their smartphone,
tablet and/or smartwatch. Notifications are uniquely tailored for each traveler, creating an enhanced experience.
Travel and health information including country entry/exit travel requirements, airline health measures, passenger airport
requirements, airport safety measures and airport services information.
Country risk intelligence including country profiles, global country risk scoring, country ratings by risk categories, security,
and health information.
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TRAVEL GUARD® TRAVEL TRACER
Travel Guard Travel Tracer mobile app delivering an enhanced digital experience for your business travelers.
Up-to-date information:
Country entry/exit travel requirements
Flight alerts and notifications
Airport maps
Accommodation details
Customizable features (travel policy, visa requirements, emergency contacts)
Location Safety Ratings by Neighborhood, powered by GeoSure®. This feature delivers continuously updated safety
information giving travelers access to a hyper-local, hyper-personal, inclusive digital safety experience. GeoSure determines a
score, rated 1-100 for each location. The lower the score, the safer the location. GeoSure takes into account multiple factors to
help determine a statistical average score across the following categories:
Physical Harm
Women’s Safety
The
LGBTQ+ Safety
Political Freedoms
Health & Medical
Overall Safety
Other features include:
Real-time risk alerts and push notifications
Maps and directions
Travel guides
Trip Genius™ suggests visits and activities based on the traveler’s business and leisure preferences
The Travel Guard Travel Tracer mobile app is available for iOS and Android devices and is delivered in multiple languages.
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APPENDIX
Case Study Summaries 20-21
Case Studies 22-26
Testimonials 27
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Assistance Capabilities | AIG Travel 20
CASE STUDY SUMMARIES
Actual Case Studies on Following Page
Case #1: Car accident in a war zone
Challenge:
An insured suered serious injuries aer being involved in a car accident in Ukraine.
Ukraine was highly unstable and extremely dangerous due to the ongoing Russian military attacks.
Insured was transported to the nearest military hospital where the treating medical team confirmed urgent surgery was
needed.
Solution:
The military hospital was in a war zone it was not safe; it was necessary to evacuate the insured out of Ukraine as soon as
possible.
Result:
The insured was taken by ground transport across the border to Poland where the surgery was performed in a local hospital.
Aer a successful surgery the insured was flown by air ambulance home.
Case #2: Crisis Response for hurricane Maria
Challenge:
A category 4 storm devastated the island of Puerto Rico upon landfall.
110 AIG Travel insureds were stranded and needed to be evacuated
Solution:
AIG Travel arranged a large capacity charter flight in order to evacuate insureds o of the island.
AIG Travel also assisted insureds by bringing aid into Puerto Rico despite many logistical challenges.
Result:
Ensured the safe return of all clients and the delivery of aid during and support to insureds and loved ones.
Case #3: Explosion in Bangkok
Challenge:
Explosive device was detonated near the Erawan shrine, a popular Hindu shrine located in the city center.
Among the victims were 13 AIG insureds, 10 of whom were injured and three perished.
Solution:
Within 24 hours aer the blast AIG Travel dispatched a crisis management team of medical, security and operations sta.
Our crisis management team worked closely with hospitals, local authorities, embassies, and family members of the
deceased to eiciently coordinate the repatriation and cremation of remains of the three insureds who perished in the blast.
We also provided counseling and administrative support to the patients and family members of those aected by the tragedy.
Result:
Ensured the safe return of all the patients and their family members to their home countries.
Assisted by the AIG Travel Hong Kong team, claims payments were personally presented to the insureds and their family
members on the ride home from the airport in a prearranged car transfer.
Travel Guard
®
Assistance Capabilities | AIG Travel 21
CASE STUDY SUMMARIES
Actual Case Studies on Following Page
Case #4: Mall Attack in Kenya
Challenge:
Westgate Mall in Nairobi, Kenya was attacked by masked gunmen.
Insured and his 12-year-old daughter were caught in the crossfire.
Sadly, insured died shortly thereaer from his wounds and his daughter was taken to the hospital.
Multiple coordination touch points with U.S. Embassy, Peru’s Ambassador and Minister of External Aairs (insured was from
Peru), Ambassador of Chile, British High Commission.
Solution:
Crisis response plan activated and a regional account manager and global security resource went to visit the daughter at the
hospital and coordinate with her mother, who lived in the U.S.
Result:
Medical evacuation for insured’s daughter to the U.S.
Repatriation of the Insured’s mortal remains.
Case #5: Insured’s Wife Gives Birth During a Long-term Business Assignment
Challenge:
Insured, accompanied by his wife and two young children, on a long-term business assignment in Ghana has to arrange for
birth of their child in South Africa and travel back to Ghana aer the birth.
Only one airline oered a route between Ghana and South Africa.
Appropriately timing departure and return flight dates with their baby’s estimated date of birth.
Solution:
Global service center frequently provided status updates.
Assisted with process to obtain a passport, visa and fit-to-fly documents for their five-day-old newborn baby.
Arranged all medical facility payments and flight bookings.
Result:
Safe flight back home for the insured’s newborn baby (in a bassinette to comfortably accommodate the weight and length of
the baby during the flight) and family.
Case #6: Tragic Golf Cart Accident in the Dominican Republic
Challenge:
Group of insured business travelers were on a business trip with a client in the Dominican Republic when they were on a golf
cart and client accidentally fell out golf cart and struck his head.
Client was immediately rushed to the hospital, where he unfortunately passed away.
Solution:
Global service center explained all of the available services, including help with repatriating the mortal remains whether the
deceased was insured with AIG or not.
Arranged flights for the insured employees to leave the Dominican Republic and return home to Chicago.
Result:
Provided support and guidance during this grievous situation.
Travel Guard
®
Assistance Capabilities | AIG Travel 22
Case study
Every emergency situation is unique and requires emergency-specific planning. AIG Travel reserves the right to select what it deems to be the appropriate emergency medical evacuation
arrangement in case of emergency and will make those determinations on a case-by-case basis. This case study does not guarantee that a person who is covered by Travel Guard® and
who experiences an emergency similar to the one depicted in this case study will receive the same emergency evacuation arrangement represented in this case study.
AIG Travel, a member of American International Group, Inc., provides travel insurance and global assistance through innovative product oerings. Travel Guard® is the marketing name
for its portfolio of travel insurance and travel-related services. From lost luggage to a medical emergency, our 24/7 multilingual assistance team is always just a phone call away. Through
our global service centers and a network of experienced providers, we deliver medical and security assistance to help our customers travel with confidence. AIG Travel is a socially
responsible and inclusive organization that meets the diverse needs of leisure and corporate travelers alike. Learn more at www.travelguard.com and follow us on Twitter, Facebook,
Instagram and LinkedIn.
© 2023 American International Group, Inc. All rights reserved.
Russian military. The AIG Travel team decided the insured
should be evacuated away from the dangerous situation and
transported to a higher-level-of-care hospital in Poland to
prevent further injury.
Because Ukraine was declared a no-fly zone due to being in a
state of war, evacuating the insured via air ambulance was not
possible. AIG Travel determined that the next best course of
action would be to coordinate a ground ambulance evacuation.
Travel by roads in Ukraine faced similar risks as the military
hospital because other buildings and infrastructure had been
targeted with missiles and artillery from Russian forces.
Navigating these risks as safely as possible under the
circumstances, AIG Travel worked closely with the ground
ambulance provider to ensure a smooth transport. Just 48 hours
aer the car accident, the insured arrived safely at the hospital in
Poland. Throughout the insured’s medical treatment in Poland,
AIG Travel continuously monitored his condition via phone
conferences with the treating doctors. The insured underwent
a successful surgery to stabilize his fractures, and it was crucial
for him to remain in Poland for some time to properly recover
from his surgery and start physiotherapy.
When it was time for the insured to leave Poland, the hospital
sta in Poland and our AIG Travel team agreed that a commercial
flight was not the best option due to the severity of his injuries.
The AIG Travel team therefore arranged for an air ambulance to
transfer the insured back home.
The insured made it safely home to the UK without any
additional complications from his surgery.
Car accident in Ukraine war zone
In February 2022, Ukraine was invaded by Russian military forces
causing many of the citizens in the country, specifically those
closer to the Russian border, to seek asylum in nearby countries.
However, many companies needed to continue operations,
and some employees were required to continue working in the
country. In July, while Ukraine was in an emergency evacuation
status due to the Russian military attacks, a business traveler
from the UK had to visit Ukraine. While there, he suered many
injuries aer a severe car accident, including a knee injury and
fractures in his hips and arms.
Fortunately, the business traveler was an insured client, and
our team at AIG Travel immediately opened a case to assist.
The insured was taken to a military hospital in Kryvyi Rih known
for treating soldiers with severe injuries. AIG Travel contacted
the treating doctor and learned that the insured was in a
clinically stable condition with surgery planned the next day
for his fractures.
Even though the military hospital had the capability to treat
the insured, the hospital was at a high risk of bombing by
Learn More
Email: worldwidemark[email protected]om
Web: www.aig.com/travel
AT-13683-22
Travel Guard
®
Assistance Capabilities | AIG Travel 23
Case study
Every emergency situation is unique and requires emergency-specific planning. AIG Travel reserves the right to select what it deems to be the appropriate emergency medical evacuation
arrangement in case of emergency and will make those determinations on a case-by-case basis. This case study does not guarantee that a person who is covered by Travel Guard® and who
experiences an emergency similar to the one depicted in this case study will receive the same emergency evacuation arrangement represented in this case study.
AIG Travel, a member of American International Group, Inc., provides travel insurance and global assistance through innovative product oerings. Travel Guard® is the marketing name
for its portfolio of travel insurance and travel-related services. From lost luggage to a medical emergency, our 24/7 multilingual assistance team is always just a phone call away. Through
our global service centers and a network of experienced providers, we deliver medical and security assistance to help our customers travel with confidence. AIG Travel is a socially
responsible and inclusive organization that meets the diverse needs of leisure and corporate travelers alike. Learn more at www.travelguard.com and follow us on Twitter, Facebook,
Instagram and LinkedIn.
© 2023 American International Group, Inc. All rights reserved.
Crisis Response for Hurricane Maria
On 20 September 2017, Hurricane Maria made landfall
in Puerto Rico as a Category 4 storm, causing significant
devastation across the island. Within hours of landfall,
residents and visitors faced widespread damage to
infrastructure, including transportation routes, utilities
and communications systems.
Following the hurricane, AIG Travel learned that 110 clients
were stranded and needed evacuation. We immediately began
planning, arranging for a large-capacity charter aircra in
order to evacuate clients. At the time of the flight’s scheduled
operation, San Juan’s Luis Munoz Marin International Airport
(TJSJ/SJU) was not allowing many non-military and non-relief
flights into the island. AIG Travel managed to provide one of the
only civilian flights to operate at the airport in order to evacuate
110 individuals, including a number of AIG’s own employees
who were in need of assistance. Separately, AIG Travel received
a case on 28 September with two individuals who required
immediate evacuation. AIG Travel was able to source a small
aircra and evacuate the travellers within seven hours of
receiving the case.
Learn More
Email: worldwidemark[email protected]om
Web: www.aig.com/travel
In addition to evacuations, we assisted clients by bringing
aid into Puerto Rico despite logistical challenges presented
by airport and road closures. AIG Travel’s security team was
also able to provide support to loved ones of AIG employees
by deploying a team to contact residents on the island who
were without means of communication with their families.
AIG’s security assets travelled to multiple locations across
Puerto Rico to drop supplies and obtain audio and video
messages for family members who, until that point, were
uncertain of their loved ones’ well-being.
“It is with extreme satisfaction that I would like to
share my feedback towards your assistance team.
Your assistance team went over and above to ensure
the lines of communications were clear. They were
available at all hours — there were no questions
unanswered. They did an immediate follow-up.”
Ginger Hope, the mother of one of AIG’s stranded
clients stated, “I am completely satisfied with your
services so much that I would never want to travel
without your services.”
Travel Guard
®
Assistance Capabilities | AIG Travel 24
Case study
Every emergency situation is unique and requires emergency-specific planning. AIG Travel reserves the right to select what it deems to be the appropriate emergency medical evacuation
arrangement in case of emergency and will make those determinations on a case-by-case basis. This case study does not guarantee that a person who is covered by Travel Guard® and who
experiences an emergency similar to the one depicted in this case study will receive the same emergency evacuation arrangement represented in this case study.
AIG Travel, a member of American International Group, Inc., provides travel insurance and global assistance through innovative product oerings. Travel Guard® is the marketing name
for its portfolio of travel insurance and travel-related services. From lost luggage to a medical emergency, our 24/7 multilingual assistance team is always just a phone call away. Through
our global service centers and a network of experienced providers, we deliver medical and security assistance to help our customers travel with confidence. AIG Travel is a socially
responsible and inclusive organization that meets the diverse needs of leisure and corporate travelers alike. Learn more at www.travelguard.com and follow us on Twitter, Facebook,
Instagram and LinkedIn.
© 2023 American International Group, Inc. All rights reserved.
Bangkok Bombing
Bangkok, the capital of Thailand and the largest city in the
country, is one of the most popular tourist destinations in
South East Asia. Known as the City of Angels, Bangkok’s
bustling charm was replaced with shock and fear when an
explosive device was detonated near the Erawan shrine, a
popular Hindu shrine located in the city centre, on 17 August
2015.
The blast killed 20 people and le over 120 injured. Two
smaller explosions took place the following day with no
reported injuries or fatalities. Security was tightened
immediately at the explosion sites and other prominent tourist
spots. Among the victims were 13 AIG insureds, 10 of whom
were injured and three perished.
Recognizing the need for immediate response and support,
within 24 hours aer the blast AIG Travel dispatched a crisis
management team comprised o medical, security and
operations sta. They worked with the treating physicians
at the local hospitals upon arrival to assess the injuries and
conditions of the 10 AIG-insured patients. Five underwent
emergency surgeries for limb fractures and severe burns. The
other five were treated for minor burns and tissue injuries.
In addition, the crisis management team worked closely with
hospitals, local authorities, embassies, and family members
Learn More
Email: worldwidemark[email protected]om
Web: www.aig.com/travel
of the deceased to eiciently coordinate the repatriation and
cremation of remains of the three insureds who perished in
the blast. While on the ground, the crisis management team
also provided counselling and administrative support to the
patients and family members of those aected by the tragedy.
Having established direct communications with the treating
physicians and relevant authorities, the crisis management
team and the Assistance Centre sta in Kuala Lumpur
continued to monitor the conditions and treatments of the
patients in the hospitals aer on-site support ended. Upon
their discharge, the team facilitated and ensured the safe
return of all the patients and their family members to their
home countries.
The Claims team supported the insureds by swily reviewing
the coverage of their travel insurance policies and expediting
claims payment processing. Assisted by the AIG Travel Hong
Kong team, payments were personally presented to the
insureds and their family members on the ride home from the
airport in a prearranged car transfer.
Travel Guard
®
Assistance Capabilities | AIG Travel 25
Case study
Every emergency situation is unique and requires emergency-specific planning. AIG Travel reserves the right to select what it deems to be the appropriate emergency medical evacuation
arrangement in case of emergency and will make those determinations on a case-by-case basis. This case study does not guarantee that a person who is covered by Travel Guard® and who
experiences an emergency similar to the one depicted in this case study will receive the same emergency evacuation arrangement represented in this case study.
AIG Travel, a member of American International Group, Inc., provides travel insurance and global assistance through innovative product oerings. Travel Guard® is the marketing name
for its portfolio of travel insurance and travel-related services. From lost luggage to a medical emergency, our 24/7 multilingual assistance team is always just a phone call away. Through
our global service centers and a network of experienced providers, we deliver medical and security assistance to help our customers travel with confidence. AIG Travel is a socially
responsible and inclusive organization that meets the diverse needs of leisure and corporate travelers alike. Learn more at www.travelguard.com and follow us on Twitter, Facebook,
Instagram and LinkedIn.
© 2023 American International Group, Inc. All rights reserved.
assistance of the Ambassador of Chile (acting on behalf of
the Peruvian Government), the team had the client’s body
moved to a private facility.
Aer consulting with the daughter’s doctor, the AIG Travel
medical team determined that evacuation was necessary to
allow her to receive a higher level of care at a hospital in New
Orleans, Louisiana, where her oldest brother lives. The AIG
Travel Assistance team made the necessary arrangements
for her travel, and on September 27, the day aer her father’s
funeral service in Nairobi, the daughter, along with Martin
and a medical escort, began the journey from Nairobi to New
Orleans via London and Atlanta.
“It is incredibly humbling to be part of this amazing
response,” said Martin. “The UK Assistance team, some
parents themselves, pulled out all the stops to ensure his
daughter was well cared for, especially on the long journey
back to the US. As a father, I couldn’t help but empathise with
what this little girl had been through. Ensuring that she was
protected and supported was crucial.”
Once AIG Travel learns of a client experiencing a travel
emergency, a team quickly takes action, including providing
ground support if needed, coordinating the medical case and
evacuation arrangements, communicating with embassy,
consulate and government agencies, as well as providing
real-time information to family members.
“This is just one of many cases where AIG Travel, with the
support of AIG Travel Security, whose services are both
available through corporate personal accident and travel
cover from AIG, has provided valuable and timely assistance
to a client in need, no matter how challenging or tragic the
circumstances might be,” said Je Rutledge, Chief Executive
Oicer, AIG Travel, and Head of Global Travel, AIG. “As always,
we are extremely proud of how the team handled the case.”
Mall Attack in Kenya
Midday on September 21, 2013, the Westgate Mall in Kenya’s
capital city of Nairobi was attacked by masked gunmen. The
client was taking his daughter to the mall to attend a friend’s
birthday party. When he drove into the lower basement
parking, the client heard gun shots and small explosions.
He decided to drive back out of the parking area, but a
car blocked the exit route. At that moment, several men
brandishing weapons appeared out of the bushes next to the
ramp and proceeded to walk toward the car. The assailants
then opened fire through the car door and window, hitting the
client and his daughter.
The client died shortly thereaer from his wounds, while his
daughter hid on the floor of the car. Aer calling for help from
her father’s cell phone, she remained there for nearly three
hours, with gunshot wounds to her leg and hand, until help
finally reached her and took her to the hospital.
That evening, AIG Travel was contacted by an AIG insured,
to advise that one of their employees, had been shot and
killed in the initial attack and his daughter was injured. The
daughter had no other family in the country, and AIG Travel’s
senior leadership team quickly decided to activate a crisis
response plan. Martin McLaughlin, Regional Account Manager,
EMEA, departed for Nairobi at 6 a.m. the following morning,
and was met by John Rudolph, AIG Travel Security, Africa,
upon his arrival.
Martin and John arrived at Nairobi’s Aga Khan Hospital
at 7 p.m. to meet with the daughter, who had undergone
emergency surgery for her wounds, and a family friend who
was watching over her. The daughter was in stable condition,
but would likely need additional surgery. The following day,
Martin had her moved to a private room and posted security at
her door to ensure the press did not intrude. He then discussed
possible evacuation plans with her mother, who lives in the U.S.
Over the next four days, the team worked tirelessly to make
all of the necessary arrangements. Martin met with the British
High Commission to seek the return of both the father’s and
daughter’s passports, which were awaiting UK visas. He
contacted the US Embassy to discuss the daughter’s medical
evacuation to the US to be with her mother. A conference call
was arranged between Peru’s Ambassador and Minister of
External Aairs and the client’s sons to discuss repatriation
of their father’s remains back to Peru, his birthplace. With the
Learn More
Email: worldwidemark[email protected]om
Web: www.aig.com/travel
Travel Guard
®
Assistance Capabilities | AIG Travel 26
Case study
Every emergency situation is unique and requires emergency-specific planning. AIG Travel reserves the right to select what it deems to be the appropriate emergency medical evacuation
arrangement in case of emergency and will make those determinations on a case-by-case basis. This case study does not guarantee that a person who is covered by Travel Guard® and who
experiences an emergency similar to the one depicted in this case study will receive the same emergency evacuation arrangement represented in this case study.
AIG Travel, a member of American International Group, Inc., provides travel insurance and global assistance through innovative product oerings. Travel Guard® is the marketing name
for its portfolio of travel insurance and travel-related services. From lost luggage to a medical emergency, our 24/7 multilingual assistance team is always just a phone call away. Through
our global service centers and a network of experienced providers, we deliver medical and security assistance to help our customers travel with confidence. AIG Travel is a socially
responsible and inclusive organization that meets the diverse needs of leisure and corporate travelers alike. Learn more at www.travelguard.com and follow us on Twitter, Facebook,
Instagram and LinkedIn.
© 2023 American International Group, Inc. All rights reserved.
“The travel went smoothly, and it’s not our
first time travelling with an infant. However,
travelling with a nine-year-old, a toddler and
an infant was quite an adjustment. In the end,
we arrived home in Ghana in one piece without
losing anything or anyone,” said the insured.
“Thank you for the interest and the support
we received from your AIG team throughout
the entire period. It was really fantastic and
commendable.”
Customer’s Wife Gives Birth During
a Long-term Business Assignment
An insured business traveler, accompanied by his wife and two
children, started a long-term assignment in Accra, Ghana, when
he received the news that his wife was pregnant. The insured
contacted his employer and the AIG Travel global service center
to prepare arrangements for his wife to give birth in their
hometown of Johannesburg, South Africa, and then travel back
to Ghana aer the birth of their child. Since the insured’s two
children were too young to remain in Ghana, they also had to
plan for them to travel to Johannesburg for the birth. Only one
airline oered a route between Ghana and South Africa, so
AIG Travel coordinated closely with the insured and his wife’s
doctors to determine departure and return flight dates timed
appropriately with their baby’s estimated date of birth.
The insured preferred email communication only, and AIG
Travel sent regular, detailed email communications and
responded to any questions the insured encountered while
his wife was completing pre-natal appointments in Ghana and
all throughout their case. AIG Travel reserved a flight for the
insured and his family to travel to their home country of South
Africa a month before the baby’s estimated date of birth. The
insured’s wife welcomed a healthy baby girl to their family a
few weeks aer arriving in their home country.
The insured’s wife and baby were doing very well and
completed follow-up appointments with their gynecologist and
pediatrician. AIG Travel assisted the insured with the process
to obtain a passport, visa and fit-to-fly document for their five-
day-old newborn baby. Because of a public holiday, obtaining
the visa was delayed, so AIG Travel helped re-book their flight
within three days of the original flight date. Furthermore,
AIG Travel ensured the airline had a seat with a bassinette
to comfortably accommodate the weight and length of the
insured’s newborn baby.
The centralized eorts of AIG Travel’s global service center
went above the insured’s expectations and included frequent
status updates, medical facility payment arrangements,
seamless handling of unexpected visa and flight delays, and
most importantly, resulted in a safe flight back home for a
newborn baby and her family.
Learn More
Email: worldwidemark[email protected]om
Web: www.aig.com/travel
Travel Guard
®
Assistance Capabilities | AIG Travel 27
Case study
Every emergency situation is unique and requires emergency-specific planning. AIG Travel reserves the right to select what it deems to be the appropriate emergency medical evacuation
arrangement in case of emergency and will make those determinations on a case-by-case basis. This case study does not guarantee that a person who is covered by Travel Guard® and who
experiences an emergency similar to the one depicted in this case study will receive the same emergency evacuation arrangement represented in this case study.
AIG Travel, a member of American International Group, Inc., provides travel insurance and global assistance through innovative product oerings. Travel Guard® is the marketing name
for its portfolio of travel insurance and travel-related services. From lost luggage to a medical emergency, our 24/7 multilingual assistance team is always just a phone call away. Through
our global service centers and a network of experienced providers, we deliver medical and security assistance to help our customers travel with confidence. AIG Travel is a socially
responsible and inclusive organization that meets the diverse needs of leisure and corporate travelers alike. Learn more at www.travelguard.com and follow us on Twitter, Facebook,
Instagram and LinkedIn.
© 2023 American International Group, Inc. All rights reserved.
“I am very happy that we had Travel Guard
®
to provide the needed support and guidance.
The Travel Guard team did a fantastic job and
provided continuous updates and support.
It is not oen that when I am told that things
will be handled, that I actually have the
comfort that things will be handled properly.
When dealing with Travel Guard, I have trust
and confidence that the team will always
follow through to the end.
Thank you again. GREAT JOB!! ”
-Insureds’ Employer
Tragic golf cart accident in the Dominican Republic
A group of insured business travelers from the United States
were on a business trip with a client in the Dominican Republic.
Aer the travelers treated their client to dinner, they all
boarded a golf cart to ride back to the hotel. During the ride,
their client accidentally fell out of the golf cart and struck his
head. He was immediately rushed to the hospital, where he
unfortunately passed away. One of the insured employees
contacted the AIG Travel global service center requesting
urgent assistance aer this tragic event.
The travel assistance coordinator explained all of the available
services, including help with repatriating the mortal remains
whether the deceased was insured with AIG or not. However,
the employer of the deceased worked with their insurance
provider to repatriate his mortal remains.
The travel assistance coordinator re-booked earlier return
flights for the insured employees to leave the Dominican
Republic and return home to Chicago. Within just a few hours
from the initial call to the AIG Travel global service center,
the insured employees were able to fly out of the Dominican
Republic and arrive home safely.
Dealing with bereavement is challenging, especially when it
occurs on a trip in another country. If a grievous situation arises
while travelling, AIG Travel is available 24 hours a day to help
and support insureds around the globe.
Learn More
Email: worldwidemark[email protected]om
Web: www.aig.com/travel
Travel Guard
®
Assistance Capabilities | AIG Travel 28
CUSTOMER TESTIMONIALS
Every situation is unique and requires specific planning. AIG Travel reserves the right to select arrangement determinations. These arrangement determinations will be made
on a case-by-case basis. This flier does not guarantee that a person who is covered by Travel Guard® and who experiences a situation similar to the one depicted in this flier
will receive the same arrangement represented in this flier.
Soon aer the 7.8 magnitude earthquake hit Nepal, AIG Travel’s global service centers began receiving calls from travelers,
many trapped in remote mountain locations, including Mount Everest. In all, AIG Travel assisted more than 100 clients
and partners by providing medical, security and assistance services, including 68 individuals who were evacuated via
commercial and charter flights. Our crisis response activities in Nepal were coordinated and completed on May 2, 2015; only
seven days aer the earthquake struck.
“I can’t say thank you enough to everyone for the job they did. As I am home now, I have started to share my experience
with Travel Guard to my family and friends, and will do all I can in the future to advertise my positive experience to
anyone I come in contact with. I can honestly say that every vacation I take from now on, I will be sure to purchase a
travel insurance policy from your company.” – Insured, U.S.
“Thank you very much for your ongoing care and communication with me. I certainly valued your assistance and
gained comfort and support from knowing you were in the background looking to help when I needed it.” – Insured,
Asia Pacific
A New Zealand client called the global service center for help completing a mature age assessment coverage form on behalf
of his wife. The client noticed our perceptiveness and ability to provide tailored customer service to a global audience.
“I’m very impressed! It must be diicult dealing with people with dierent cultures and languages all the time.” –
Insured
Disappointed by issues with an airline during a trip, an insured, a 37-year veteran of the insurance sales and claims industry,
wrote in to share his positive experience with our company.
“We were le to find our own way. This is where AIG Travel became a life saver! We were instructed by a claims
representative on what to do, and the stress was immediately relieved. Upon our return home, AIG Travel took control
of our situation. The professionalism of the claims processors was second to none! In a job where people can be angry
and irrational, the three representatives who helped me not only made this claim process relaxing, but I felt confident
aer each call. Thank you for all your support! In today’s computerized world, AIG Travel has kept that personal touch
and should be commended for it!” – Insured
Travel Guard
®
Assistance Capabilities | AIG Travel 29
AIG Travel, Inc., a member of American International Group, Inc., is a worldwide leader in travel insurance solutions and global assistance. Travel Guard® is the marketing
name for its portfolio of travel insurance solutions and travel-related services, including medical and security services, marketed to both leisure and business travelers
around the globe. Services are provided through a network of wholly owned service centers located in Asia, Europe and the Americas. For additional information, please visit
our websites at www.aig.com/travel and www.travelguard.com.
American International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG member companies provide a wide range of
property casualty insurance, life insurance, retirement products, and other financial services to customers in more than 80 countries and jurisdictions. These diverse oerings
include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security. AIG common stock is listed on the
New York Stock Exchange.
Additional information about AIG can be found at www.aig.com | YouTube: www.youtube.com/aig | Twitter: @AIGinsurance www.twitter.com/AIGinsurance | LinkedIn: www.
linkedin.com/company/aig.
AIG is the marketing name for the worldwide property-casualty, life and retirement, and general insurance operations of American International Group, Inc. For additional
information, please visit our website at www.aig.com. All products and services are written or provided by subsidiaries or ailiates of American International Group, Inc.
Products or services may not be available in all countries, and coverage is subject to actual policy language. Non-insurance products and services may be provided by
independent third parties. Certain property-casualty coverages may be provided by a surplus lines insurer. Surplus lines insurers do not generally participate in state guaranty
funds, and insureds are therefore not protected by such funds.
© 2023 American International Group, Inc. All rights reserved.
