Ageas classic car insurance mess!

[Baz911]

Hi
Has anybody had any experience claiming on an agreed value policy from Ageas?
I was unfortunate enough to have my 911 stolen last November, I’ve had it over 2 years and it was my pride and joy.
I had insurance through Footman James, underwritten by Ageas. I am very careful with insurance and did not just go with the cheapest offer when I purchased the car!
Footman James were great, until I had to make a claim, then apparently it’s nothing to do with them I have to deal with Ageas, thanks for being so helpful FJ!
Anyway, Ageas have been appalling to deal with to say the least! Unorganised and unprofessional doesn’t even come close to explaining it! Right hand doesn’t know what the left hand is doing and now I am almost 4 months since the theft I’m no closer to getting it settled. Anybody else been unfortunate enough to go through a classic car claim with them?

Best
Baz

[Gareth79]

Have you been given details of the complaints procedure? I'd suggest drawing up a letter explaining your dissatisfaction and send it to the complaints address mentioned, it should help speed things up.

[Baz911]

Hi
Yes I have started the complaints procedure via there online form as they would not give me the email address of the head of department.(Bernadette Davies)
I got a letter acknowledging the complaint, but the letter is from my claims handler and he is one of the main problems!
I’ve also written to the FCA and the ICO.
Insurance companies promise you everything but when it comes to the crunch, a very different story!

[plasticpig]

Cut and pasted from this thread: https://www.pistonheads.com/gassing/topic.asp?h=0&...

plasticpig said:

I had a issue with an insurer a few years back over the slow settlement of claim. What I did is found out the name of the insurers compliance officer and sent a fax as it had to be in writing. An insurer has to have a compliance officer.

My letter contained two paragraphs which are sill relevant today:

Letter said:

In the FCA Business Standards Handbook: Insurers Conduct Of Business (ICOBS) Section 8.1.1 (1) states: “An insurer must handle claims promptly and fairly”. I do not believe my claim is being handled promptly.

Letter said:

Section 8.1.1 (2) states “provide reasonable guidance to help policyholder make a claim and appropriate information on its progress” I have not been given any information on my claims progress as I******a are either unwilling or unable to give me any indication as to when I might receive a settlement offer. All communication in this matter has been initiated by my self. In a customer focused business I would expect yourselves to be initiating contact and to keep me updated regularly.

I had a cheque in the post within a week of this being sent. I would also speak to the ombudsman as they will investigate non compliance.

[Baz911]

Hi
Yes I have started the complaints procedure via there online form as they would not give me the email address of the head of department.(Bernadette Davies)
I got a letter acknowledging the complaint, but the letter is from my claims handler and he is one of the main problems!
I’ve also written to the FCA and the ICO.
Insurance companies promise you everything but when it comes to the crunch, a very different story!

[Baz911]

Thanks plasticpig, I will try to find out who the compliance officer is. Will update when I can.

[wole0911]

God nothing new at Footman James or Ageas then ..I had the misfortune to have my prized classic stolen some time ago both companies were very unhelpful and completely useless .. I would warn anyone thinking of using Footman James to go for the cheapest cover you can find as paying good money for what you think is a good cover seems to be false economy in this day and age .. good luck getting your claim sorted but in my experience your stolen car will be Vintage not historic by the time those muppets sort themselves out🙈🤬

[Lazadude]

Mine was motorbike related but Ageas were woeful when I had to claim on a motorbike + PI policy. I was in a medical coma and they refused to talk to anyone who wasnt me, even the police.

Then they lost proof/documents and valuations, multiple people "looking at my claim" but did not know anything/came back with different findings.

[Baz911]

This is the problem I’m having, multiple people to deal with, endless excuses, computer problems, lost documents, no consistency in findings and irrelevant questions months apart, it’s a shambles!

[71-mustang]

Baz911 would you be able to contact me as i am also having very similar problems with Footman James and Ageas and wondered if you got your claim resolved and if so how?
Thanks
Pete

Moderator edit to remove personal details. Please use the PM facility via profiles rather than post personal information.

Edited by 71-mustang on Wednesday 5th May 15:57

Edited by 71-mustang on Wednesday 5th May 16:03

[71-mustang]

I have finally got my claim for my stolen car agreed after a year and a half battle with Ageas. I had 2 separate investigations by the Financial Ombudsman Service which both found in my favour.

Moderator edit: no naming & shaming please

[Mr Tidy]

Good to know you finally got a decent outcome.

I have been with Ageas in the past but am glad that is no longer the case!

[citycash]

I know that this is an old thread but I just came across it by chance. It seems to me that the big classic car companies have promoted themselves as being part of the family, or a trusted friend.
It's only when you come to make a claim that you find out how good any insurance is. For quite a few years I had my classic insured with Arian Flux, The experience was just like dealing with any car insurance company, mainly a call-center experience and nothing that made you feel special in any way but the cost was around £110 each year, so I stayed with them for a few years mainly due to laziness.
Then one day I was reading the policy and saw that the underwriters was a company called Markerstudy. I looked them upon Truspilot and was quite shocked at the poor reviews. So next time I renewed, I asked to be put with another underwriter and payed a lot more for the privilege.
2021 I went with Hagerty, they really seem genuine and honest over the phone and gave an agreed valuation (up to £20,00 ) without filling in forms or paying extra fees. The only issue was the 1,000 miles allowance at a price I could afford.
So in 2022 I did a bit of ringing around, and the results were not good. Some business didn't even pick up the call, while others were on divert or asked to leave a voice message. I did leave my number with one and got a phone call the next day from one of the much bugger companies.
It seems that insurance in general is is a bit of a Rabbit Hole, and due diligence and internet research is now more important than ever