Ageas UK

We had an accident involving a tin of paint that spilled and exploded down our stairs after being accidentally knocked over. A very silly accident that wouldn't have happened if it weren't for certain circumstances that lead up to it. Ageas hired SBS to assess our claim, who in turn sent out Paul Jones (Independent Flooring Specialist). Paul visited our home, took some measurements, didn't ask any questions about the accident and left. Unbeknown to us at the time, Ageas then referred our case to "Claims Consortium Group" for a second opinion. We find out many months later that our claim is rejected because Ageas could not rule out fraudulent activity. Paul believed we had staged and exaggerated our claim and Danielle Wood of Claims Consortium Group agreed. As it transpires, Ben Crampton of Ageas, who received our initial enquiry, has recorded the accident incorrectly in the system as if the paint tin rolled down the stairs. Ben also marks down his concerns that our claim is staged. Ben states, "TECH REF images to follow, the carpet is showing signs of wear and tear, please can we have full validation as the images look staged compared the incident that was reported of clipping the paint can with hoover and it rolling down the stairs" Ageas then proceed to involve SBS, who correctly interpreted how the accident happened and issue a work instruction to Paul stating "both tin and lid remained on the landing" However, Paul turned up at our door and analysed the paint spill as if the tin rolled down the stairs. We didn't find this out until after we involved the Ombudsman. Paul states "What may have happened is there has been a spill on the top landing, the policy holder may have thought the stairs would not be covered and staged the stairs and engineered wood on the bottom hall." We stated to Ageas in our original enquiry we weren't claiming for the REAL OAK flooring at the bottom of our stars" To make matters worse, Daniel White of SBS (Accredited Counter Fraud Technician) has reworded Paul's terrible report mid-sentence... "On inspection the paint spill is not consistent with a tin falling 360 down the stairs, the drip is too large from top landing to top tread with inconsistent pattern." To... "On inspection the paint spill is not consistent with a tin falling and the paint subsequently going down the stairs, the drip is too large from top landing to top tread with inconsistent pattern thereafter.” There is a distinct difference between a paint tin can falling down the stairs and what SBS changed the report to say. Worse yet, Danielle of Claims Consortium Group, someone barely out of University at the time, who claimed to be a Forensic Scientist, completely and utterly failed in her analysis of our accident. Danielle openly admits in her poorly written report, she should have called us to ask questions but chose not to. Danielle states "Further questioning would usually be conducted for a full report but for this we are examining the images provided and the details of the event from the policy holders initial claim report". Danielle showed instant biased towards the findings of Ageas and SBS. Danielle states "We believe that the concerns raised by Insurers more than warranted the referral to our Investigations Team’s Forensic Scientist.". We tried to explain that we had to scrape up the spills / splodges / blobs and the pictures did not represent the accident at the time. Danielle states "the version of events put forward in full have unfortunately been unable to be verified due to some of the areas of damage simply not being possible." Danielle also states "When looking more closely to the different areas of damage and comparing them it is clear to see that the stains made were not made from 1 singular event due to the different patterns and different spreads made. Danielle unfortunately does not understand the chaotic nature of paint exploding out a tin, nor how its contents emptied out when the tin came to rest on the top landing and spilled over several stairs. Danielle also does not know what happens when you scrape up areas of paint in close proximity which turned multiple stains into less larger stains. The real disgrace is that Ageas used the faulty and incomplete reports from SBS and Claims Consortium Group in their defence when we brought our case to the Ombudsman - case "drn-5070335". We even knocked back the £600 the Ombudsman asked Ageas to pay in compensation for the poor service. However, we cannot accept the notion that we tried to cheat anyone. We have spent nearly £3000 to find this out, it will cost another £20000 to take Ageas to court to prove that we did not make a false claim. The incompetence of Ageas and its partner's is next level, our version of the Post Office Scandal! Queue the standard response from Ageas...

same as any other insurance company

Our car was in an accident 4 days before we were about to go on holiday and was unusable. The Ageas lady who dealt with us was incredibly helpful and sympathetic. She arranged for the car to be collected and advised the repair company about our predicament. They were also superb, delivering a courtesy car the very next day. When we returned from our holiday both companies once again provided amazing service. Our car was unfortunately a write off and Ageas paid the value into our bank account within 48 hours.

I have to pay more because I can’t cancel auto renew.it’s renewed and then I ask them to cancel my policy because it’s more expensive than my first year.I found another company that does the good price and after I ask them to cancel my policy ,they send my policy number to the solicitors to send me the letter and email fro me to pay £84 because I owe them some money.but I already cancelled my policy and they give me my first month refund because they took it before I cancel.be aware with this company 😡

My renewal quote wasn’t the cheapest but cheap enough to renew in a simple & convenient way online at a price that was competitive enough to trust Ageas for another year.

Rigidity of on-line system. My old car policy (2021) kept coming up and I could not access my current renewal policy! Had to phone a real person and explain problem. They were then able to ‘reset my account’!, Also ‘date of experience’ below does not allow me to show all the days I was struggling to renew my policy, will only accept a single day!

very easy to follow instructions

I found getting motor insurance very easy using the online website. The overall price was very good with low excess prices and a good level of cover as standard. After viewing frustrated reviews of other companies which are 'online only' and difficult to contact, it was comforting to know that Ageas have a phone contact number that is available if problems occur online.

My insurance claim with esure (owned by Ageas) started on 3rd July 2025 when my car was stolen and recovered the same day. From the very beginning, I provided every document and answered every request promptly. I was promised a final decision by 5th September 2025 – yet here we are, well over two months later, with still no resolution. Communication has been awful: barely anyone responds, and when they do it’s vague and unhelpful. What makes it worse is esure’s behaviour on Trustpilot. They reply with polite “please email us” messages to make it look like they’re helping. I’ve done this multiple times, sent everything asked for, and still nothing has been resolved. If you really want to help, look at the actual claim number (5000184152). Ageas/esure are quick to take your money, but the real problems begin when you actually need your insurance. Left completely in the dark for months, broken promises, and no resolution – shocking service from a major insurance group.

The ease of use on the website

Been with Ageas for a few years now as the even the auto renewal is an Amazing price. I recently changes vehicles and the website to change the vehicle was so easy to use.

So easy to set up. Pleasant customer service.

Unfortunately I had to claim due to a hit and run on my parked car. The online claim process was straight forward and I was called back within minutes of submitting my claim. The people I have spoken to have been open and helpful and it has been easy getting through to speak to them. Everything was sorted quickly, so I am happy to recommend on the basis that I have had actually had to claim, which is really the only way to rate an insurance company! I took my policy out with Ageas last year because it was the most competitive price that met my needs. After my claim I was expecting a steep rise in my premium however this was not the case. I know premiums are down across the board, but I was delighted to have a reduction compared to last year. All in all, I'm very happy with my experience with Ageas.

What a mistake using this company to insure my car. And a huge waste of time and energy. Firstly, they claimed my second named driver had non disclosed claims. This was true but an old 2022 minor claim and another that wrongly referred to an occasion when hubbies vehicle was stolen but quickly returned by the police. So NO CLAIM there. But they were not happy and now demanded photos of our driving licences and for me to get special data sharing codes from DVL. What a faff! AND They wanted to charge me an additional £98 pounds and £25 admin fee. Quite a steep penalty I think. So to expedite the process - I asked them to just take my husband off of the policy. Seeing as he doesn’t use my car. I suggested they could do a lot better on the customer service front and that random admin fees were extortionate. Admin is their job. In fact, I had done most of the admin! They replied: and from another random person in the department - with streams of AI data about the ‘ fraudulent public’ and how they have to be extra vigilant. It was very clear from the diatribe: that they don’t trust the public/ me or you. And that this was their 'final response' - so they operate a poor 'one' touch complaints department. Apparently they’d now discovered - I’d left a digit off my date of birth ( unbelievable/ an innocent typo that may have been chemo induced - but they had me) so NOW they were slapping a bill on / for an additional £68 pounds- to pay. I really would like to write back to ask how they can justify this. To ask if this is how they deal with disabled drivers? To ask for a bit better customer service. To understand that someone under certain conditions could do an innocent typo. But apparently I have used up all of my complaints credits ( I made one). Like it or lump it - and take it to the financial ombudsman. So they have me over a barrel. I have limited energy dealing with stage 4 cancer and will just have to suck it up. But it is not right. So my 'final response' to them is: They appear cheap. But really 🤔- the only thing cheap about them / is how they conduct themselves as a business. _____________________________________________________________ I have given you my account details Anca. And I have written to the complaints department again - yesterday. My previous letter from them - had NO person's name on it. I also saw on my original 'welcome' letter - that details can be changed FREE online. That was not my experience. I was CHARGED. There is a fee on my account - for an innocent date of birth amendment - and presumably for taking my husband off of the claim.

I have a contents policy for a flat I let. The hob was not working suddenly. The advisor I spoke to put me on hold 4 times and then I had to constantly repeat myself. She even asked me why I took out contents cover when I wasn’t living in the flat myself. I was refused the claim as she deemed the hob to be part of buildings cover. Two or three times repeating ‘if you turned your house upside down would the hob fall out’. She asked me what caused the hob not to work at least 4 times. This policy is not fit for purpose. When I asked to speak to a manager I was told they were all in a meeting. Very poor customer service from an inexperienced and uninformed advisor. The call lasted for 1 hour and 5 minutes. The advisor had to keep checking the same thing with her managers over and over. Absolutely appalled at the less than poor service.

Easy to follow

see above just dreadful

I used AGEAS via a comparison site and was very pleased with the quote and the simplicity of setting up the insurance

Uncomplicated

Great price, easy to follow instructions and process.