Always there for our customers

Throughout the COVID-19 crisis, one thing has remained consistent, our commitment to supporting our customers.

Posted on 4th June 2020
Ageas there for customers Web banner

Whilst many people Melanie Doel-Davis’ age have been shielding, she, thanks to Ageas, has been able to continue cycling around her community providing care support for those more in need.

The 73-year-old Hampshire resident who has a passion for helping others, continues to work even in the midst of the Coronavirus pandemic. But this heavily relied-upon support she provides nearly came to an abrupt halt when her bike was stolen during a break in.

Melanie was preparing to fetch her electric bike for another day of appointments when she realised something wasn’t right about her shed. To her horror, the outbuilding had been broken into and her trusty bike was gone.

Distraught, but not disheartened, Melanie’s commitment to those she looks after was still her absolute priority and she persevered with her day’s appointments as usual, only calling Ageas when she returned home.

We’re proud to say our ethos at Ageas and our associated brands remains strong; we are all committed to enabling and supporting customers through their challenges.  Fortunately for Melanie, this meant her call was answered by Ageas claims handler Sarah Holden, who put her mind at rest. “I was in a terrible state and she just calmed me down so well,” the carer said. “She went above and beyond and couldn’t have been more helpful.”

Sarah was able to help right away and, in less than 24 hours, Ageas had transferred Melanie the money she needed to buy herself a replacement bike.

“It was very quick,” she said. “I’ve never had to make a claim on my home insurance, and I didn’t expect it to be so quick.”

Melanie is now happily cycling to her appointments again and is pleased to be doing her part to look after others. However, she thinks it’s Ageas’ Sarah Holden who deserves praise, and has nominated her for a local community hero award.

“I just had to do something to say thank you,” Melanie said. “She was just fantastic in what was a very upsetting situation.”

Working together, both during these challenging times as well as the less challenging times is what we do. Our commitment to making the claims process as pain free and effective as possible is at the heart of our business and ensures you always have the safety net around you and your customers.

Latest articles