AIG travel insurance nightmare

While the application process was quick and easy and they were very efficient in issuing the policy, trying to put in a claim is a nightmare! It was so bad that I thought I must have been scammed. They telephonically approved my son's medical expenses (he is traveling in America) and he submitted the claim for a refund 28 days ago. All he has received back are automated responses every time he emails them. Both he and I have tried to reach them by phone but have never managed to speak to an actual person (this is why I thought we had been scammed). I managed to track down the cell number for Sonkie Makikita (Team Manager Operations) who told me that he was "shocked" that I had phoned him on his cell phone which I think illustrates the intrinsic service problem they have. I explained my frustration and he assured me that he would follow up and get a response from the claims department. Needless to say, it's been 8 days and he has not done that. If I could talk directly to a person from AIG (any person) I would gladly do that but it looks like they have set up their business model to efficiently collect premiums and then make claims impossible.