aegon.es

Lack of transparency and poor service

On the 5th November 2025, Portugal suffered an exceptional electrical storm affecting many parts of the country and causing unprecedented problems. Our house was struck by lightning during this storm. The only damage was to our washing machine, it stopped working. I immediately tried to contact AegonSantander - the insurance company linked to our bank. Firstly, their telephone line does not work at all and there is no opportunity to chat person to person or through a chat line via the computer. I filled out a report form and emailed them. After several unanswered emails, Aegon finally requested that we get a report from an engineer. We did that. Then they said our machine was too old to be covered by their policy. However, we researched this fact and found out that electrical surge damage should not be linked to age. Aegon recognised this and then said, to our amazement, that the machine was not insured as it was not directly hit by the lightning! Whaaaat! So, basically they are saying the washing machine would have been covered IF it had been outside in the storm and then hit by lightning! Are you kidding me?! If this is the case, then nothing inside our home is insured against a power surge caused by an external force. Aegon are VERY slow to respond to emails and in the end my husband had more luck contacting them by WhatsApp. We are currently in dispute with Aegon about this claim and speaking to their compaints department. This is a small claim - we have already had the pcb replaced on the washing machine at our own cost after struggling for 5 weeks using the laundrette. We have been with Aegon for many years. I ask myself, what is the point of insurance if we are not covered for things like this?

Date of experience: Nov 05, 2025