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Hospital Plan Insurance Services (HPIS) administers insurance policies on behalf of the insurer, American International Group UK Limited (AIG UK). In order to simplify how AIG UK does business, from 1 March 2021, rather than using HPIS, AIG UK will administer the policies directly. AIG UK and HPIS are both members of the AIG Group.

The change will have no effect on the cover provided by the policy or the obligations under it. AIG UK’s obligations to you will not change but the administration of your policy will transfer from HPIS to AIG UK.

No further action is needed in relation to this change in how the policy is administered. Other than any future communications coming from AIG UK rather than HPIS, there will be no change in the services provided or in the contact details on the policy.  You can get in touch by emailing or calling 0208 662 8184.  


We are always listening to what customers tell us about their plan.  As a result, we’ve made some beneficial changes to our products and services providing improved benefits as well as clearer documentation.

This website has been developed to provide policyholders with additional information about the policy changes, and to answer your questions.

It includes a summary of the changes, an easy-to-use question and answer section and you can also view your old and new policies.

If you need any further information or can't find what you are looking for, just call us on 020 8662 8184

Customer Charter

Our London based Customer Services team are dedicated to taking calls promptly and offer accurate, relevant help and advice. 

Our staff all have extensive training to ensure we can answer your queries quickly and efficiently. 

We are committed to developing our staff to demonstrate integrity, respect and to take responsibility ensuring that our customers are at the heart of everything that we do. 

We assess claims as quickly as possible once we have received all the required documentation, so we don't keep you waiting.