Complaints data - Ageas Retail

At Ageas we understand that a high level of customer satisfaction is a key element in determining the ongoing success of our business. This means getting the important things right – like our service, the quality of our products and the cover that we offer.

Complaints data

Ageas (UK) Limited (AUK) is the fourth largest personal lines insurance provider in the UK. Ageas Retail Limited is the Retail division of AUK and currently provides a wide range of products, including home, motor and travel insurance to nearly 1.4 million customers*.

Although we do our very best to ensure that our customers are well looked after when they are with us, there are times when customers feel that we have not met their expectations.  We believe it is important to be transparent about the complaints we receive, as part of our commitment to developing long-term relationships with our customers. Below, you will find some details about our complaints, that we feel are important to share with you.

Firm name: Ageas Retail Limited
Group name: Ageas (UK) Limited
Other firms covered in this report: None
Period covered: 1 July 2016 to 31 December 2016.
Trading names covered: RIAS, IAS, Castle Cover, Kwik-Fit Insurance Services, Express Insurance Services, Cover Direct, Auto Direct, Done Deal, First Response, KTM Insurance Services and Regal Insurance.

Information about our complaints

Product/service grouping: Insurance and pure protection
Number of complaints opened by volume of business:
Provision (at reporting period end date)

9.2 per 1,000 policies in force

Number of complaints opened

11,291

Number of complaints closed

11,230

Percentage closed within 3 days

80%

Percentage closed after 3 days but within 8 weeks

20%

Percentage upheld

46%

Main cause of complaints opened

Other general admin/customer service

NB: % Complaints upheld by the firm means found in the customers favour.

The information in the above table refers to the total number of complaints received from customers of all the trading entities in Ageas Retail Limited.

Only a very small percentage of our customers make complaints. Between 1 July 2016 and 31 December 2016, a complaint arose in only 0.9% of the nearly 1.2 million policies* in force.

The Financial Conduct Authority (FCA), the regulatory body governing the financial services industry, sets the standards for how financial service providers must handle customer complaints. The FCA allows us up to 8 weeks to resolve a complaint. We resolved 99.2% of all complaints within the 8 week period; however, some complaints may take longer to investigate in order to ensure that a fair outcome is achieved.

If you have any questions about the complaints information shown, then please let us know.  You can find out how to get in touch with us by clicking on any of the brand names listed above.

* Based on policy count as at 31 December 2016.