Alicia MGA B.V.

About Alicia MGA B.V.

Alicia MGA B.V.

  • KvK: 24280088
  • AFM: 12009343
  • KiFiD: 300.005970

As a managing general agent, Alicia MGA B.V. is licensed to accept and administer insurance policies, of which the risk is carried by a number of insurers. Alicia MGA B.V. also carries responsibility for the correct handling of claims, in collaboration with the respective insurers.

Alicia MGA B.V. belongs to Lockhart Holding B.V. and is a candidate member of the Dutch Association for MGAs (NVGA), which maintains high quality standards for all members.

 

Our response times

  • If you submit an information request about your existing and/or new insurance policies, you will receive a response within 3 working days;
  • If you submit a request to accept a new insurance policy or change or cancel an existing one, you will receive a reply within 3 working days;
  • If you submit a request to provide insurance statements and documents, such as: policies and proofs of insurance (new and existing insurance), you will receive a reply within 3 working days;
  • If you file a claim with us or request an insurance payment from us, you will receive a reply within 3 working days;
  • If you submit a complaint to us, you will receive a response within 3 working days.

If we cannot meet the promised 1st response deadline, we will notify you when we will respond.

 

The relationship between Alicia MGA B.V. and Alicia Insurance B.V.

Alicia MGA B.V. works exclusively with broker Alicia Insurance B.V. to create and maintain high quality insurance products. The products that Alicia Insurance B.V. offers to or through partners are developed and/or customised in Alicia’s style by Alicia MGA B.V.

 

Conflicts of interest

Alicia MGA B.V. and broker Alicia Insurance B.V. are part of the same group of companies. Should a conflict of interest occur, then the manager of the MGA is responsible for making sure the appropriate steps are taken in accordance with the following procedure:

  1. If a conflict of interest occurs, this situation is assessed by the manager of Alicia MGA B.V.
  2. The manager decides the right course of action, based on the protocol (see below).
  3. If a conflict occurs between two or more clients while a claim is being processed, the handling of the claim is entirely or partially handed over to the appropriate risk carrier.

To make sure conflicting situations can be resolved effectively, the following agreements have been made:

  • The manager of the Alicia MGA B.V. is responsible for all matters related to the MGA.
  • Alicia Insurance B.V. and Alicia MGA B.V. have strict arrangements regarding accepting and altering insurances, and how claims are handled. The processes are clearly defined and reviewed regularly.
  • Only employees who are dedicated to Alicia MGA B.V. perform activities on behalf of the risk carriers.
  • If the arranged procedures don’t provide clear enough instructions for certain situations, the manager of Alicia MGA B.V. decides the right course of action.
  • Procedures can only be overruled in accordance with the manager of Alicia MGA B.V.
  • If the decided course of action deviates from the warranted agreements, the existing procedures can only be overruled in accordance with both the manager of Alicia MGA B.V. and the involved risk carrier.

 

Our internal remuneration policy

The remuneration of our employees consists largely of a fixed salary. These fixed salaries are in line with market practice. Employees might receive a bonus on top of their fixed salary as Stock Appreciation Rights. This bonus is never larger than 20% of the fixed yearly salary. Furthermore, at least 50% of the criteria that determine the level of the bonus are qualitative, non-financial criteria. Examples are customer satisfaction, exemplary conduct, compliance or overall high performance in areas such innovation or product development or any other areas which are not tied to financial targets at Alicia. We regularly give our employees appraisals and guide them towards honorable, reliable and customer-oriented conduct. Our remuneration policy is drawn up in line with statutory guidelines.

 

If you have a complaint

We promote your interests in the financial services field as effectively as possible, but even we can make mistakes, which is why you may have a complaint. In that case, we ask you to report this in the first instance to us. We have a complaints process for this purpose: a fixed procedure that ensures that your complaint is being handled properly, appropriately and smoothly.
We strive to resolve complaints within 3 business days of receipt. A business day is a day from Monday to Friday excluding holidays.

If we cannot resolve your complaint within 3 business days, we will take the following steps:

  • We will confirm receipt of your complaint within 3 business days of receipt.
  • We aim to answer your complaint within 14 days after receipt.
  • If we cannot respond within 14 days, we will let you know in writing when you can expect our response (within a maximum of 6 weeks).

If we are unable to reach a mutual solution and your complaint relates to our financial services and you are a consumer, you can contact KiFiD, an independent organization which will handle your complaint. KiFiD can be contacted at:

Postbus 93257
2509 AG The Hague
Telephone: 0900 355 22 48
E-mail: [email protected]
Website: www.kifid.nl

The handling of your complaint is free of charge for you.

If your complaint concerns how we process your personal data, please contact the Dutch Data Protection Authority (Dutch DPA) at:

Postbus 93374
2509 AJ The Hague
Telephone: 0900 200 12 01
E-mail: [email protected]
Website: www.autoriteitpersoonsgegevens.nl

The handling of your complaint is free of charge for you.

 

Registrations

Our office is registered with various organizations.

The Dutch Authority for the Financial Markets (AFM) supervises the expertise and integrity of financial service providers on behalf of the government. The register of permit holders can be found at www.afm.nl. For questions about supervision, please contact the Financial Markets Reporting Point (Meldpunt Financiële Markten) on telephone number 0800 540 05 40.

Two of our members of staff, Marijn Moerman (GA0810) and Josina Gommers (GA0290), are registered in the Dutch Register of Authorized Agents. The requirements to be met by the RGA go beyond the Dutch Financial Supervision Act (Wet op het financieel toezicht) and relate to the transparent laying down and maintenance of the expertise level. Further information about this can be found at www.registergevolmachtigdagent.nl.

 

Liability

Alicia possesses professional liability insurance, providing additional assurance for you. Any liability of Alicia is limited to the amount to which the professional liability insurance taken out by the legal entity in question gives entitlement.

 

General terms and conditions

The General terms and conditions of Alicia apply to the services we provide. These can be sent to you on request and are available on our website.

 

Any other questions?

The services we provide encompass more than we are able to tell you about in this document. If you have any other questions or want to find out more, please get in touch with us and we will be happy to help. The most up-to-date version of our Service Guide, our Privacy Declaration and our General Terms and Conditions can always be found at alicia.insure.

Alicia MGA B.V. works with the following risk carriers: