Ageas

Personal and commercial insurance. Products & services: Car, Home, Travel, Pet.

Updated: 3 August 2026

Company Overview

Industry: General insurance (motor and home)
Parent company: Ageas SA/NV (Belgium)
Regulator: Financial Conduct Authority (and Prudential Regulation Authority)
Ombudsman: Financial Ombudsman Service
Customers: ≈4.2 million live UK insurance policies (Jul–Dec 2025)
Founded: 1939 (incorporated as Bishopsgate Insurance Limited)
Legal entity: Ageas Insurance Limited (Companies House no. 00354568; FCA FRN 202039)

1.03Complaints per 1,000 policies
93.7%Closed within 8 weeks

What customers complain about

Customers complaining about Ageas typically raise issues with motor and home policies: claims handling and settlement decisions, administrative errors, delays and communication, and renewal or pricing concerns. Ageas's own published data for July–December 2025 records that the largest single cause of complaints was categorised as errors / not following instructions. Ageas aims to resolve complaints within three working days where possible; if not, it acknowledges within five working days and issues a final response within the FCA's eight-week limit (93.7% were resolved within eight weeks in H2 2025). If you remain unhappy, or after eight weeks, you can refer the matter to the Financial Ombudsman Service, generally within six months of the final response. A common friction point is establishing which entity or partner brand actually handles the policy.

Complaint categories

1
Errors and not following instructions
Ageas reported that the single largest cause of complaints in its H2 2025 data was categorised as errors / not following instructions, covering administrative mistakes and failures to act on customer instructions.
Ageas Insurance Limited published complaints data, 1 Jul – 31 Dec 2025.
2
Claims handling and settlement decisions
Disputes over motor and home claims outcomes, valuations, liability decisions and delays in settling are a common driver of insurance complaints; these are claims disputes rather than pure service issues and are assessed on the policy terms and the fairness of the decision.
Ageas publishes claims-specific complaint forms and routes for car and home insurance, separate from general service complaints.
3
Service, administration and communication
Complaints about delays, poor communication, policy administration and how a complaint itself was handled are treated as service disputes, distinct from a disagreement with a claim decision.
Ageas provides separate 'make a complaint' routes by product and distinguishes service from claims in its complaints procedure.
4
Sold via a broker or partner brand
Because Ageas underwrites policies distributed through brokers, aggregators and partner/affinity schemes, customers sometimes complain to the wrong entity or are unclear whether Ageas or the seller is responsible; identifying the underwriter is often the first step.
Ageas UK distribution spans direct, price-comparison, broker and partnership channels (e.g. Saga, embedded motor schemes).

Latest statistics

4,403Complaints opened1 Jul – 31 Dec 2025
93.7%Closed within 8 weeks1 Jul – 31 Dec 2025

Figures published by Ageas Insurance Limited in the FCA complaints-reporting format for the legal entity (trading names Ageas Insurance Limited, ageas, Optima), reporting period 1 July to 31 December 2025. These are firm-published FCA-format figures; the FCA also publishes aggregate and firm-level complaints data half-yearly. Insurance/pure-protection product group; upheld denotes complaints resolved in the customer's favour.

Contact methods

Complaint journey

1
Raise your complaint with Ageas
Contact Ageas by its product-specific complaint form or in writing.
Typical responseImmediate
What happens
Complain using the online complaint form for your product (car, home, van, travel, pet or other) on ageas.co.uk, or write to the Customer Relations Manager, Ageas, First Floor, Everdene House, Deansleigh Road, Bournemouth BH7 7DU. Legal or personal-injury matters handled by Ageas Law use 0333 321 6394 / complaints@new-law.co.uk. Confirm first that Ageas Insurance Limited is the underwriter, as many policies are sold through brokers or partner brands. State clearly whether your complaint is about service/administration or a claims decision.
2
Ageas acknowledges your complaint
Ageas tries to resolve quickly, otherwise acknowledges in writing.
Typical response3–5 working days
What happens
Ageas aims to resolve complaints within three working days where possible. If it cannot, it will write to you within five working days to confirm it has received your complaint and when you can expect a response. In H2 2025, 29.1% of complaints were closed within three working days.
3
Investigation and final response
Ageas investigates and issues its final decision.
Typical responseUp to 8 weeks
What happens
Ageas investigates and issues a written final response. The FCA allows up to eight weeks; Ageas reported resolving 93.7% of insurance complaints within eight weeks in H2 2025, and upheld 54.2% of complaints in the customer's favour. Some complex claims disputes may take the full period.
4
Escalate to the Financial Ombudsman Service
If unresolved or you disagree, refer to the free, independent ombudsman.
Typical responseWithin 6 months
What happens
If you are unhappy with Ageas's final response, or eight weeks have passed with no resolution, you can refer the complaint to the Financial Ombudsman Service. Do this generally within six months of the date of the final response. The FOS is free and independent (0800 023 4567 or 0300 123 9123; complaint.info@financial-ombudsman.org.uk; financial-ombudsman.org.uk).

Response times

Ageas aims to resolve complaints within three working days where it can. If it cannot resolve within that time, it writes to acknowledge the complaint within five working days and to say when a response can be expected. A final response is issued within the FCA's eight-week limit; in the July–December 2025 reporting period Ageas resolved 93.7% of insurance complaints within eight weeks and closed 29.1% within three working days. If you remain dissatisfied, or eight weeks pass without resolution, you can refer the matter to the Financial Ombudsman Service, generally within six months of the final response.

If your complaint isn’t resolved

If Ageas can’t put things right, you can escalate — free of charge — to an independent body:

Financial Ombudsman Service

Know your rights

Insurance: Consumer Insurance (Disclosure and Representations) Act 2012
Governs the information you must give when taking out or renewing consumer insurance and limits what an insurer like Ageas can do if you took reasonable care answering questions. This is general information, not legal advice.
FCA Handbook (ICOBS and DISP complaint-handling rules)
Ageas must handle complaints fairly and promptly, acknowledge them, issue a final response within eight weeks, and tell you about your right to the Financial Ombudsman Service. This is general information, not legal advice.
Consumer Rights Act 2015
Applies to the fairness of contract terms and to services bought as a consumer; insurance contracts are primarily governed by insurance-specific law, but unfair terms and poor service standards can still be relevant. This is general information, not legal advice.

Frequently asked questions

Is Ageas Insurance Limited the company that underwrites my policy?

Not always obviously — Ageas Insurance Limited (FCA FRN 202039) underwrites many motor and home policies sold through brokers, price-comparison sites and partner brands such as Saga. Check your policy documents to confirm Ageas is the underwriter before complaining.

How long does Ageas have to deal with my complaint?

Ageas aims to resolve within three working days; if not, it acknowledges within five working days and issues a final response within the FCA's eight-week limit. In H2 2025 it resolved 93.7% of insurance complaints within eight weeks.

What can I do if Ageas rejects my complaint?

You can refer it free of charge to the Financial Ombudsman Service, generally within six months of Ageas's final response. Ageas upheld 54.2% of complaints in the customer's favour in H2 2025, so a rejection is not necessarily the end of the matter.

Is a claims dispute handled differently from a service complaint?

Yes. Ageas separates complaints about a claim decision (valuation, liability, settlement) from service/administration complaints, and provides different online forms; legal and personal-injury matters are routed through Ageas Law (0333 321 6394).

Does Ageas have a star rating?

No. Unlike energy suppliers, general insurers such as Ageas do not have a Citizens Advice star rating. Ageas does, however, publish FCA-format complaints figures for the legal entity every six months.

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