Ageas goes out of its way to help people in their hour of need. Take the example of customer Richard Hooper-Bennett, a 49-year-old chief inspector at Devon & Cornwall Police, who was injured in a ski accident in January.
Richard is a passionate skier, having hit the slopes regularly since childhood. He had never been injured while skiing. But that all changed in January this year, when he travelled to Austria with his colleagues to take part in the UK Police skiing championship.
Richard was warming up for a race when he caught a tip on some ice and landed hard on his chest. He broke eight ribs, including five with multiple breaks.
He was taken back down the slope on the back of a snowmobile and then ferried by taxi to the nearest medical clinic. There he called Ageas. A claims handler explained how they would help him through every step of his medical care, journey home and recovery, starting with an ambulance to a hospital 30km away, where he spent three nights as an inpatient.
Richard says: “The care I received from the medical assistance international team at Ageas was incredible. They were with me every step of the way, from getting around Austria, to flights and financial matters. The service was swift and friendly and great value for the premium paid.”
A human, not a number
To ensure Richard could travel safely on his schedule flight home, Ageas spoke to doctors to obtain a fit to fly certificate. And the claims handler purchased him an additional seat on the plane, to make the journey more comfortable and protect from further injury.
Richard says: “The lack of need for any financial concern was important, but what I wasn’t expecting from Ageas was the level of care and compassion. And the fact I was getting calls from Ageas two or three times a day to see if there was anything extra I needed. It made me feel valued as a human being rather than just a number.”
Return to the slopes
Once back home, Ageas called Richard to check how he was getting on. He was advised he could claim back the cost of any out-of-pocket medical expenses or unused ski pass days. He also emailed copies of his receipts, which were reimbursed on the same day.
Weeks after the accident, Richard says bills kept on arriving from Austria, including a 140euro charge for a trip on the back of a snowmobile to take him off the slope. “I sent an email to Ageas asking if they would cover it and had reply within 10 minutes,” he says, adding: “I have literally nothing to worry about, even though I’m back in the UK”.
Richard is not deterred from enjoying the sport he loves. “I will ski again at the first possible opportunity.”
Richard says: “The customer service is extraordinary. I cannot recommend Ageas highly enough.”