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, our Magic Moments initiative has empowered our customer service teams and claims handlers to go beyond what’s expected. It allows them to recognise significant or challenging moments in our customers’ lives with a thoughtful, personalised 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 by our purpose – to Understand People + Simplify Insurance.
Customer Immersion at Ageas: seeing through the eyes of our customers
Launched in 2023, our Customer Immersion Programme - led by the Customer Experience Team - continues to bring our Executive Team closer to the real experiences of our customers. Through regular immersion sessions, our leaders gain a deeper understanding of what it truly means to be an Ageas customer.
What began with call listening and supplier visits quickly evolved. In January 2024, we welcomed a group of customers to our Head Office in Eastleigh, giving our Executive Team the opportunity to hear first-hand about their experience with us.
Since then, we’ve continued to invite customers in, creating space for open, honest conversations that help shape how we deliver our services.
This year, we introduced two new sessions:
- “Customers Through Our People’s Eyes” – where our colleagues shared powerful stories and insights from their own interactions with customers.
- “Customers of Tomorrow” – where we welcomed young people to share their expectations and perspectives as the next generation of insurance customers.
These sessions are helping us build empathy, challenge assumptions, and drive meaningful change - ensuring that every decision we make is grounded in what matters most: our customers.
Find out more about our Ageas Care Programme.