Update to Broker Accounts Contact Arrangements

From 1 November 2026, EXL will provide the Broker Accounts service on behalf of Ageas. The Broker Accounts service and support available to brokers will continue, with email becoming the best route for day-to-day queries and Microsoft Teams used where a conversation would be helpful.

The Broker Accounts telephone number will remain available, with calls triaged by our Broker & Partnerships team.

The change is intended to further strengthen our long-term service capability, help us adapt to broker needs and support operational resilience as the service evolves. By working with EXL, Ageas can access additional specialist expertise while ensuring the service and support available to you continues.

EXL is a long-standing Ageas partner with specialist experience supporting financial services and the UK general insurance market.

EXL will provide the Broker Accounts service on behalf of Ageas and the service and support available to you will continue.

The new delivery model will take effect from 1 November 2026.

As part of the phased handover, some brokers may speak to someone from the new team before the formal transition date.

Yes. The Broker Accounts service and support available to brokers will continue. The main practical change is how the team communicates with brokers, with email and Microsoft Teams becoming the main channels from 1 November.

No. There is no change to your broader Ageas account management, underwriting access or relationship support. Brokers will continue to have access to the Ageas expertise and support they know and value.

Email will become the best way to contact the team for day-to-day queries. Please continue to use creditmanagement@ageas.co.uk for statement enquiries, ledger queries, payment information or remittances.

If a conversation would be helpful, please email us with a brief description of your query and a few convenient times, and the team will arrange a Microsoft Teams call where needed. The Broker Accounts telephone number, 02380 353845, will also remain available, with calls triaged by our Broker & Partnerships team.

No, please continue to email creditmanagement@ageas.co.uk.

Yes. If a conversation would be helpful, please email us with a brief description of your query and a few convenient times. The team will then arrange a Microsoft Teams call where needed.

The telephone number will also remain available, with calls triaged by our Broker & Partnerships team.

No. The Broker Accounts telephone number, 02380 353845, will remain available, with calls triaged by our Broker & Partnerships team. Email will become the best way to contact the team for day-to-day queries, with Microsoft Teams used where a conversation would be helpful.

Please include a brief description of your query, any relevant broker/account details, existing reference numbers where available, and any deadline or urgency. If a conversation would be helpful, please also include a few convenient times.

No immediate action is needed. Please note the contact arrangements and continue to use creditmanagement@ageas.co.uk for Broker Accounts queries.

You may speak to different members of the team as the service transitions to EXL. The handover has included knowledge sharing and training to help maintain continuity throughout the transition. We will continue to keep broker experience front of mind throughout the transition and use broker feedback to help identify where further support may be needed.

Our existing Broker Accounts colleagues have been sharing knowledge, providing training and supporting a phased handover with EXL over recent months. As part of the phased handover, some brokers may speak to someone from the new team before the formal transition date.

The handover has been designed to help maintain continuity throughout the transition, and the service and support available to you will continue.

Yes, the service and support available to you will continue.

Open queries will continue to be managed through the transition. Please continue to use creditmanagement@ageas.co.uk and quote any existing reference where you have one.

If your query is urgent, please make this clear in the subject line and include the reason and any relevant deadline.

We are not expecting response times to change as part of this transition. We will continue to keep broker experience front of mind and use feedback to identify where further support may be needed.

If your query is urgent, please make this clear in the subject line of your email and include the reason and any relevant deadline.

No. There are no changes to bank, payment, commission or statement arrangements as part of this service transition, unless we have contacted you separately.

In the first instance, please email creditmanagement@ageas.co.uk so the team can help resolve your query. If you remain dissatisfied, please follow our usual complaints process or speak to your Account Manager.

This page will be kept up to date with any further information. You can also find our contact information here.