Mijn Klacht:
In September 13, 2017, I reported the damage number 7854076, concerning a damaged floor. Client service agent requested the source of the damage to be repaired before fixing the damage.
Following complicated process, and a mistake made by the house company agent who intentionally doesn\’t speak English (According to him); I was able to fix the main damage below the front door, and I reported this by email formally to Aegon in October 6, 2017.
In September 25, 2017, following a contact I made myself with Aegon representative through whatsapp, Aegon agent sent me the letter with the reference number 7854076, Date: September 25, 2017. My whatsapp record documents that the agent referred to it as an old letter, but the date on the letter shows that the letter was issued the same day, September 25, 2017.
Their requests, including detailed description and video documentation was sent immediately following receiving the letter.
In November 7, 2017, and again following contacting Aegon client service agent through whatsaap, Mr Eric sent me Aegon letter of the reference number 7854076, Date: October 30, 2017, 8 days following the issuing date. Requesting more information and purchase notes of one year old, and information about warranty, claiming that they are willing to handle the damage swiftly according to my wish!. I even called Aegon agent Mr Hank-Jan, and his colleague, and I understood that their job is to reduce any benefit I may get from my insurance, either according to the old notes, or by partly repairing the floor disregarding the color and quality variations.
My laminate floor have costed me 1400 Euro which was part of my GKB loan. I am still paying for it until now. It is important to be very well structured because it is essential part of my prospective dance psycho-therapy clinic. It is hard to document all the costs I made one year ago, and the costs cannot be calculated based on the purchase nots only. There is still the installation and the finishing costs, and It is apparently clear, and well evidenced, that the delay of handling this request is intentional following my strict critical notes about Aegon customer service and the damage claims department.
This prolonged procedure comes against all known insurance standards as you all certainly know. I am assuming that Aegon agents are doing their best to prolong the process and reduce any benefits I may receive from this insurance, instead of reimbursing me for their prolonged processing period. The consequences of two months of disability having a normal life at home! And delaying a professional project, cannot be calculated based on a one year old purchase notes!
Gewenste Oplossing:
The concept of insurance is certainly not to let the insured client wait and answer questions for two month!. A well respected insurance company should intervene and show up from the first day! week! Month!!! Aegon didn\'t send any expert, although I requested this from the very first contact.
I already submitted complain through Aegon website, and by email. I am still dissatisfied about the process. I am unable to good clean my home for three months now. And this delay came with negative impacts on my daily life activity, health, and prospective project.
This is an installed laminate floor, not a TV or cell phone. The assessment of damage must be conducted by a specialized company such as praxis or Ikea, and certainly not by Aegon agents whom obsessed with m2s and requesting information! I suggested the lowest available offer in the market - IKEA - to make the assessment and repair the damage. Aegon agents are still acting not only against all known insurance standards, but also against their own schadewijzer policy that the company already issued and specify!.
