AIG Operations: Service Improvement Plan 2017

We know there are challenges with new business turnaround times.
We are committed to getting it right for you.

If you are experiencing challenges with turn-around times or other issues on business submitted with us, please accept our sincere apologies for any disruptions your and your clients have experienced.

As you may be aware, we are in the process of upgrading our multiple legacy systems to a state-of-the-art policy administration system, and we realize it hasn’t always been a smooth ride as we fully implement the new system. However, the end result will position us to be a top-tier carrier in terms of processing times, overall customer service, and product development.

As your read this bulletin, we are working overtime to execute our new Service Improvement Plan, which has clear-cut deliverables in three phases, and also addresses challenges throughout the New Business and Underwriting process.

Phase One:

By the end of April we will significantly improve the current environment.

Phase Two:

To be delivered this summer, we commit to meeting all service standards that you have been accustomed to in the past.

Phase Three:

Throughout the balance of the year, we will deliver more efficient processes, new technology and improved service standards, resulting in a better overall experience for you.

Each of these phases will build upon the others, resulting in progressively:

  • Fewer delays
  • More proactive communication
  • Improved underwriting
  • Reduction in errors

You should notice improvements every week as we work through the Service Improvement Plan, and we will be updating you regularly via special service bulletins so you will be well-informed of our progress.

We sincerely appreciate your loyalty, your business, and your patience as we work to resolve these issues as quickly as possible. Please know that we are committed to getting it right for you and your clients.

AIG Operations: Service Improvement Plan 2017