Ageas Federal Life Insurance has secured the top position in the industry for Retail (Individual) Claim Settlement Ratio, achieving a settlement ratio of 99.82% for the fiscal year 2025-26, according to the latest public disclosures. The insurer also ranked third in the Group Claims segment with a claim settlement ratio of 99.96%.
Transformational Journey and Customer-Centric Approach
The recognition marks a significant milestone in Ageas Federal Life Insurance's transformational journey, reflecting a deep, organization-wide commitment to building an insurance experience defined by customer-centricity, transparency, simplicity, and trust. Over the past year, the company has undertaken deliberate steps to reimagine its customer journey, with claims being a critical touchpoint where that promise is delivered.
Reflecting this commitment, 96.11% of eligible claims were settled within 30 days of receiving complete documentation, while 75% were settled within 7 days. Customers can register claims seamlessly through multiple touchpoints, including the company's website, email, partner bank branches, and Ageas Federal Life Insurance offices across the country, ensuring a simple and accessible claims experience.
Broader Customer Experience Transformation
This performance is part of a broader transformation in customer experience. The company has ranked among the top 10 companies in Customer Experience according to the Hansa Research Life Insurance CuES 2026 report, reflecting the growing trust and confidence policyholders are placing in Ageas Federal Life Insurance's service ethos. This underscores that the transformation is being felt where it matters most: with customers.
CEO's Perspective on the Achievement
Commenting on the achievement, Jude Gomes, Managing Director & CEO of Ageas Federal Life Insurance, said, "Every claim we settle is a promise honored. Over the past year, we have continued to strengthen every aspect of our customer journey by making our claims experience simpler, faster and more transparent. Being recognized as the industry's leader in Individual Claim Settlement Ratio reflects the trust our customers place in us and the dedication of our teams to stand by them when they need us the most. As we continue our transformation journey, we remain committed to raising the bar on service excellence and delivering an experience that inspires confidence at every stage."
Reinforcing Commitment to Policyholders
The recognition reinforces Ageas Federal Life Insurance's ongoing transformation, one centered on building an insurer that is transparent, dependable, and genuinely customer-first, and that stands ready to deliver on its commitments at every stage of the policyholder journey.
