At present only new car customers from the 20th August 2013 & new home customers from 5th February 2014 can manage their policy online.

Freephone 01202 260 972
  • Mon-Fri: 8:30-18:30
  • Sat: 9:00-15:00
Because I only do a very low mileage a year now, I wanted the best quote and you gave me one. Thanks.

Mr Kershaw, Lancashire

We aim to provide excellent service to our customers at all times, and to help us achieve this, your feedback is really important to us.

Our customer feedback section features a few of the comments we have already received. If you would like to share your experiences with us, please give us feedback and let us know what you think about our products, service and website.

Information about our complaints

We believe it is important to be transparent about the complaints we receive, as part of our commitment to developing long-term relationships with our customers. On this page (below) you will find some details, about our complaints, that we feel are important to share with you.

  • Firm Name: Ageas 50 Limited
  • Group Name: Ageas (UK) Limited
  • Other firms included in this report (if any): None
  • Period covered in this report: 1st July 2013 to 31st December 2013
  • Branding / trading names covered: RIAS, IAS and Castle Cover
Category Number of complaints opened Number of complaints closed Complaints closed within 8 weeks % Closed complaints upheld by firm %
General Insurance and pure protection 450 450 94% 37%

To put the above figures into context for RIAS and IAS:

  • 323 complaints from over 828,372 policy holders as at December 2013, equivalent to one complaint per 2565 customers
  • 93% of complaints were resolved within eight weeks of receiving them
  • The number of complaints shown are in relation to the direct advice and service Castle Cover provides to its customers and does not include complaints made directly to its insurance partners about the advice or service they provide
  • % complaints upheld by the firm means found in the customers favour

To put the above figures into context for Castle Cover:

  • 127 complaints from over 241,464 policy holders as at December 2013, equivalent to one complaint per 1901 customers
  • 94% of complaints were resolved within eight weeks of receiving them
  • The number of complaints shown are in relation to the direct advice and service RIAS provides to its customers and does not include complaints made directly to its insurance partners about their advice or service they provide
  • % complaints upheld by the firm means found in the customers favour

If you feel you have cause to complain, please let us know what the problem is straightaway and give us the opportunity to put things right for you - read our online guide to making a complaint for further information.

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reminder.

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Price Promise

Our great value premiums are hard to beat, but if you find cheaper like-for-like home cover in the first three months of your policy, and haven’t made a claim, we promise to refund either the difference or all premiums paid. For full terms and conditions see terms and conditions.