As one of the largest general insurers in the UK, we continue to help our customers, protect our employees, and support our communities.
We aim to ensure we continue to deliver a high level of service for our customers in their time of need. Whether you have a claim related to your home, car or pet insurance, or you're helping your local community or are an NHS worker, we're doing all we can to support you.
How we're helping customers
For your peace of mind, here are some of the options we can offer you if you're an Ageas customer and are being impacted by Coronavirus (COVID-19).
- We can review cancellation and other fees if you're facing financial challenges.
- We can arrange different payment plans if you're unable to meet your insurance repayments.
- If you have to do office work at home, we are covering you under your home insurance policy. You don't need to ring us because we will do this automatically.
- If you cannot work from home and so have to travel to work, your car insurance will continue to cover commuting during the period of the Coronavirus.
- If you are helping your community by volunteering to deliver food or medicines you do not need to extend your cover. We've got you covered.
- If you're a key worker and need to travel to different locations, don’t worry we will automatically cover this with your existing car insurance with us. You don’t need to call.
Government guidance is changing daily, and we continue to monitor the situation. We will adapt the support we provide as needed and continue to update this page. If you need our help or have any concerns, please contact us.
Playing our part
We're actively helping our communities. Whether our customers are volunteering or working from home they don't need to adjust their insurance. We've got them covered.
We’re helping isolated and vulnerable people by supporting the ABI and the Charities Aid Foundation’s Covid-19 Support Fund.
Protecting our people
We took an early decision not to furlough any of our people, giving our team certainty during a difficult time.
We moved quickly to enable the majority of our people to work from home, including front line teams. For those who can’t work from home, we have created safe a working environment.
Our purpose is to make insurance easy by making it personal. There is nothing more personal to us than looking after our people.
If you were planning to travel abroad, please find the latest foreign travel advice here. If you have any questions about your travel insurance, please contact your travel insurance broker or provider.
Coronavirus frequently asked questions
Customers who purchased their insurance directly with Ageas can manage their account online. If you'd like to speak to someone, our teams are available between 8.30am and 8.00pm Monday to Friday, and 8.30am to 4.00pm on Saturday.
We have had to change when you can speak to some of our teams. You can report a household claim over the phone Monday to Friday 8.30am -11pm or Saturday and Sunday 8.30am - 5pm, with our overnight teams available for emergencies 11pm - 7am. To discuss an existing claim, our teams are available Mon-Friday 8.30am - 5pm. You can report a claim online anytime 24/7.
Customers needing to register a claim can do so by following the relevant line below:
Customers needing to register a claim can do so using the following forms:
Yes. We're busy helping customers every day.
To support the effort to tackle this pandemic, we’re prioritising key workers’ car insurance claims to make sure they are able to continue their vital work.
For home insurance claims, our suppliers are working within government guidelines, and where it is safe to do so, are making sure customer’s homes are back to normal as promptly as possible.
Current government restrictions mean that, across all claims, some activity might be limited or that some things take longer than usual. Our teams will advise you on whether this will affect your claim and how we can help limit any inconvenience as your claim progresses.
Yes. We're working hard to settle customer claims as quickly as possible, but our team are operating and working a little differently to how they were prior to the Coronavirus outbreak.
If you have an existing claim, it is possible that your claim may take longer than usual as our network of approved repairers have adapted their working processes to ensure the safety of customers, and their own teams.
We are also prioritising key workers, and urgent and emergency claims.
We're grateful for the cooperation and consideration our customers have shown while our teams have been adapting to the changing situation. We will continue to minimise the impact to our customers during these challenging times.
Our primary concern is the safety of our employees and their loved ones. To ensure that they stay well and can continue to provide an essential service to our customers we have taken a number of steps to minimise the number of people at our offices.
We have invested in additional equipment and systems so that over 80% of our team are able to work from home.
There are some services we’re not yet able to deliver through home working and, to maintain that service, we are asking fewer than 100 employees to come into the office. To keep them safe, we’re enforcing guidelines, including ensuring no one sits within two metres of anyone else, deep cleaning regularly and encouraging people to talk to us about any worries so we can help.
Yes. We have worked with our suppliers to ensure the relevant guidance on preventing the spread of Coronavirus is followed.
This does mean that some repairs will take longer, because fewer people are able to work at the same location or because additional time is required as some tasks have to be done in a new way.
As the guidance is updated, we will continue to adapt how we work to ensure our customers, team and suppliers are safe.
Our regulator, the Financial Conduct Authority (FCA) launched a test case in the High Court with the aim of providing clarity to policyholders and insurers about whether a representative sample of non-damage business interruption insurance policies should cover claims relating to the coronavirus pandemic. The core questions that the FCA's test case wanted to resolve were based on cover in relation to "disease" and "denial of access" clauses and some causation issues.
The test case did not cover issues relating to: clauses that have an exhaustive list of diseases which do not include Covid-19; clauses which require the disease to be present on the insured premises; or the specific quantum of any particular claims.
The Judgment on the test case was published on 15 September 2020.
While Ageas was not one of the insurers involved in the test case, we’ve completed a comprehensive review of all non-damage BI policy wordings. We are confident that our handling of claims during this difficult time has been fully aligned to our policy wordings and that our customers have been treated fairly.
In accordance with the requirements, we are writing to a very small number of customers with COVID-19 related non-damage BI claims or complaints which we previously determined could be potentially affected by the test case outcome.