Customer complaints

Dealing with complaints efficiently and openly is an important part of ensuring overall customer satisfaction. All AEGON country units have formal procedures in place for handling complaints. AEGON regularly conducts surveys to identify specific areas where the company is not meeting customer requirements. These surveys play a significant role in helping AEGON improve the quality of its products and services. In 2009, the number of complaints received, both written and oral, totaled 64,963[1] - equivalent to just 0.16% of the total policyholders worldwide and a 25% improvement from 86,196 the year before. This improvement is due, in part, to AEGON's agreement in July 2009 to reduce costs for customers of its unit-linked products in the Netherlands. The agreement was part of industry-wide efforts to address long-running concerns over charges.

To read more about the agreement, see the story on Unit-linked products in The Netherlands.

[1] This figure covers AEGON's businesses in China, Hungary, the Netherlands, Poland, Spain, the United Kingdom, the United States and the holding company, equivalent to 97% of the company's total revenues.