The customer experience matters most to Ageas

Financials matter of course, but for Ageas the real measure of success is the impact we have on the end customer.

That’s why we exist, and it is the reason why Customer Experience (CX) is so central to our strategy. We are proud to have received special recognition for our work in this area across Europe and Asia in the past year.  

The customer experience matters most to Ageas

Ageas UK accredited by the Institute of Customer Service

In 2021 Ageas in the UK was awarded the much-coveted ServiceMark accreditation from the Institute of Customer Service. Assessors noted Ageas’s “wonderful culture where people are recruited for the right attitude, trained for the required skills and then, most importantly, trusted to deliver their best”. The award reflects the views of 500 customers and more than 1,600 employees. Being right in the middle of the Covid crisis, putting pressure on customer service processes, this recognition is even more noteworthy. 

This accreditation reflects the whole customer experience in the UK and was supported by a number of accolades won by the team including the European Contact Centre and UK National Customer Experience Awards among others. And many of the initiatives rolled out in recent times have helped contribute to this:  

  • The Ageas Way transformation programme that defined and aligned 800 people to one common goal and customer purpose: understanding people and simplifying insurance. 
  • The Ageas Care programme designed to assist vulnerable customers, especially those facing financial hardship, ill-health, grief, and stress by providing greater support and training for our people. 
  • And the CallMiner initiative uses data mining techniques to explore ways to reduce customer effort and minimise dissatisfaction by analysing more than 1 million calls. 

Etiqa Malaysia offers “Best CX in Asia”

Etiqa was named the winner of the CX Excellence Asia Award in Singapore, honouring the highest levels of achievement in CX in Asia. Etiqa also received an honorary mention in the Best Digital Experience category recognising efforts to bring digital solutions to customers, especially during the pandemic. 

A five-star experience for customers of Ageas Portugal Group

For the sixth consecutive year, the commercial brand Ageas Seguros received the Five Star Award that distinguishes the best brands in the Portuguese market in terms of products, services, and customer satisfaction. The award considers the views of more than 320,000 consumers.  

And Médis in Portugal has been recognised by a consumer panel with the "Brand of Trust" award in the Health Insurance category. Among other things the proximity to the customer and adaptation of products to different lifestyles were well appreciated. 

In addition, four commercial brands of the Ageas Portugal Group - Ageas Seguros, Médis, Ocidental and Seguro Directo -, were distinguished by consumers with the title of "Recommended Brand" 2021. The awards given by Consumers Trust, recognise best performance in customer satisfaction and reflect a strong customer-centric proximity strategy across all four brands. 

India’s “obsession” with the customer leads to top award

Being named “best life insurance company for customer obsession” by India’s largest insurance e-news platform Insurance Alertss, is as good as it gets in terms of recognition for Ageas Federal Life Insurance. The annual Insurance Alerts Conclave & Excellence awards are highly respected in India’s insurance industry. And let’s not forget the dictionary definition of obsession is “an idea or thought that continually preoccupies or intrudes on a person’s mind”… That’s what we mean when we talk about customer focus! 

Did you know

Did you know 88% of our entities have a Net Promotor Score at or above market average?

Read more about our customer KPI’s