At Ageas, we aim to understand our customers and simplify insurance to deliver what they need and when they need it.
Our customer ambition
Offering customers great value and delivering brilliant service where it matters is our customer ambition, which means meeting expectations at every interaction and being there when customers need us most. We continue to invest unreservedly to achieve this.
Offering customers choices on how they interact with us
We understand everyone has different needs and preferences about the way they manage their insurance. We maintain and develop a variety of ways customers can contact us so we can suit a range of customer needs.
Online
- Chatbot: A chatbot is available 24/7 to answer queries at a time and place that suits individual customers and offers a choice of more service options.
- Live chat support: As part of the chatbot's service options, we have a live chat function if needed.
Phone
- Voicebot: A voicebot is available to customers looking to manage their policies quickly and easily, at a time convenient for them, including making payments and processing renewals.
- Phone call: We’re just a call away for those who want to speak to someone
Helping customers in their time of need
We know that the most important time for us to be there for customers is when they need to make a claim. We are always working to enhance and improve customer journeys, particularly from a digital perspective, as this saves time and reduces stress, simplifying the insurance process.
Using technology to make our customers’ lives easier with timely and relevant advice and support is a priority. A recent example of this is the deployment of technology to enable us to support customers who are most at risk of extreme weather events – find out more about this and how we're making insurance claims more sustainable.
Magic Moments initiative
Since May 2022, we have run Magic Moments. This initiative empowers our customer service teams and claim handlers to personally acknowledge a momentous or challenging event in a customer’s life with a gift.
Listening to our customers and acting on feedback
We do all we can to understand customers’ viewpoints through our regular Voice of the Customer surveys and the Customer Forum, but our complaints process is there should our service fall short of what customers expect.
From our investment in customer experience to educating our UK Executive Team about the impact of a claim on customers through our Customer Immersion programme, all of our functions are driven to our purpose – to Understand People + Simplify Insurance.
Customer Immersion programme
In 2023 we began our Customer Immersion programme. Led by our Customer Experience Team, we regularly hold immersion sessions for our Executive Team so they can understand a customer’s experience of Ageas Insurance.
What started as call listening and visiting suppliers quickly developed, and in January 2024 we welcomed a group of our customers to our Head Office in Eastleigh to let our Executive Team hear first-hand about their claim experiences.
In support of our Ageas Care Programme, our Customer Experience Team recently delivered a vulnerability session.
Holding this session with our Executive Team enabled them to have an insightful and informative discussion about those that matter most - our customers.
Find out more about our Ageas Care Programme.