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Alicia MGA
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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.
MGA document
In the official document (written in Dutch) by the NVGA, you will find more information about what an MGA is and how it works.
Find the document here, or access it (titled 'De Gevolmachtigd Agent') through this webpage.
Our availability and opening times
Phone: +31 85 000 4100
E-mail: [email protected]
Website: www.alicia.insure
We are available Monday to Friday from 9.00 a.m. to 5.00 p.m.
Alicia Emergency Travel’s helpline is available 24 hours a day, 365 days a year on +31 10 7982208
Alicia's cyber security First Response Team helpline is available 24 hours a day, 365 days a year on +31(0)88 298 7002.
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.
MGA licenses
Alicia MGA B.V. has an MGA agreement with the following risk carriers:
AIG Europe Limited
AIG Europe S.A., Netherlands Branch
Chubb European Group SE
DAS Nederlandse Rechtsbijstand Verzekeringmaatschappij N.V.
HDI Global SE
HDI Global Specialty SE
Markel Insurance SE
MS Amlin Insurance SE
Amlin Insurance SE
Quantum Leben AG
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:
If a conflict of interest occurs, this situation is assessed by the manager of Alicia MGA B.V.
The manager decides the right course of action, based on the protocol (see below).
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.
Reporting damages - now what?
You suffer damage, that’s not a fun situation to be in. Here we give you information about our claims procedure. Do you still have questions after reading this information? Ask them to us, your insurance advisor or the claims expert.
What can you expect from us?
If you have a claim, you can expect the following from us:
we ensure that your claim is dealt with quickly and competently. If necessary, we will call in an expert;
if the damage can be repaired, in many cases we will engage a repair company for you;
we keep to the agreements we made with you in the policy conditions;
we comply with the Code of Conduct for Insurers. The Dutch Association of Insurers has described the core values and rules of conduct of financial institutions in this code of conduct. You can read this code of conduct at www.verzekeraars.nl.
What do we expect from you?
After a claim, we will help you the best we can. To do that, it is important that you follow some rules:
make sure that the damage does not increase;
give all the cooperation needed to settle the claim properly;
provide the loss adjuster with all the information needed to assess the damage. Does the damage expert ask you for information, such as invoices or quotations? If so, give these as soon as possible. The claims expert can then settle the claim quickly;
Do not commit fraud. Fraud is when the fraudster misrepresents the facts, for example to get a higher payment than he/she is entitled to. Think of changing amounts on bills, or claiming more than the actual damage. If we detect fraud, we will take appropriate action. Find our fraud policy here.
What does the claims expert do?
In some cases, we may engage a claims adjuster for you. The claims expert is familiar with conditions and clauses that apply to your insurance. So they can help you quickly and expertly on your way.
The loss adjuster determines the amount of the damage. He also checks whether the insured amount is correct. He will engage repair or cleaning companies for you, can inform you about possibilities for temporary accommodation and can discuss preventive measures with you. We work with loss assessors who are registered with the Netherlands Institute of Chartered Surveyors (www.nivre.nl). The NIVRE promotes the expertise of damage experts. The experts we engage adhere to the Code of Conduct for Damage Experts. You can read this code of conduct at www.verzekeraars.nl.
Want to arrange a claims expert yourself?
Would you like to call in a loss adjuster yourself in addition to our loss adjuster? You can do so if you have damage other than to a motor vehicle. Such a person is called a contra-expert. Your own damage expert appoints a third damage expert in advance, together with our damage expert. This third damage expert determines the damage if your and our expert cannot agree together on the amount of the damage. The insurance company pays all or part of the reasonable costs of all three experts. To avoid unexpected costs, it is advisable to determine in advance exactly what the counter expert will do for you. Do you have questions about hiring a contra-expert? Feel free to contact us or your insurance adviser.
The role of claims examiners
To clarify the cause of the damage, we sometimes engage an investigator. The investigator may ask you questions about facts and circumstances related to the damage. The insurance company pays the costs for this investigation. The investigators must comply with the applicable codes of conduct and protocols. You can read these codes of conduct and protocols at www.verzekeraars.nl.
Do you also want to investigate the cause of the damage yourself? Then you can hire a qualified investigation agency to do so. In that case, you will have to bear the costs yourself. If you wish, we can provide you with further information about this.
What does the repair company do? And who pays for it?
If you have damage and we have your damage repaired, we will instruct a repair company on your behalf to limit and repair the damage as soon as possible. Damage repair can often be done in different ways and by different companies, such as a construction company or a cleaning company. We always consult with you before engaging a repair company. The insurance will pay the cost of the repair company.
You may want the repair company to carry out additional work or improvements. This is often possible. The repair company will let you know in advance how much it will cost. Of course, you will pay for the cost of this extra work yourself.
Repair companies will often ask you to sign a ‘deed of assignment’. With this, you give us permission to pay the cost of the repairs directly to the repair company. Are you not insured against certain costs, is there underinsurance or do you have an excess? Then you will have to pay that part of the damage yourself.
Do you have a question about repairing the damage? Then contact the repair company. Can't work it out together? Then contact the loss adjuster or your insurance adviser.
You remain the client
We or the loss adjuster arrange the repair company for you, but you remain formally the client. That means you have to sign any order form or quotation. If an excess or VAT offset applies, you will receive a bill for that.
Also read the policy conditions
This text gives you information about our claims procedure. The policy schedule and policy conditions are always leading. Do you want to know exactly what you are insured for? Then read your policy schedule, the clauses on your policy and the policy conditions. Your insurance adviser or the claims expert can give you an explanation.
If you have reported a claim
Insurers want to help you as quickly and concretely as possible. After you report your damage, a claims expert may visit you. This text explains who that is, what he will come to do and what else you can expect when settling your claim.
Who will you be dealing with?
Your adviser who represents your interests to the insurer.
Immediately after a fire damage, a salvage coordinator may visit in addition to the fire brigade. This acts on behalf of the joint insurers and tries to limit consequential damage as much as possible. He also arranges practical matters, such as shelter, transport and clothing, if necessary and desired.
The claims handler assesses the facts of the damage and determines whether a claims expert will visit the scene.
A claims expert will visit on assignment to discuss your damage and answer your questions. He acts as an expert and objectively determines the cause of the damage and the damage amount. On this basis, he will draw up a damage report. Naturally, he will discuss this with you and seek your agreement.
The claims handler will then, based on the available data, the policy conditions and possibly the claims expert's report, assess the cause of the damage and see whether the claim is covered.
This is how the damage will be settled
The damage amount you are entitled to from your insurance will be paid out. This may still include the excess.
Restoration can be arranged.
There are often several options for damage repair. Decide and do not act hastily. Check together with the damage expert what is the best approach in your situation.
You can also engage your own damage expert, also called a contra-expert. The contra-expert will settle the claim with the insurer on your behalf. The cost of this is part of the claim and is often fully or partially reimbursed. This is stated in the policy conditions. If you want to use this, we advise you to discuss this with the loss adjuster or your adviser. The experts should agree together on the cause of damage and the amount of the damage.
What does the claims expert do for you?
From the moment of claim notification, the insurer is responsible for handling and settling your claim promptly and correctly. The claims expert:
Determines the damage with you and investigates the cause.
Gives tips to prevent more damage in the future.
Initiates the necessary work in consultation with you.
Discusses the measures to be taken, provisions to be made and calculates within the policy conditions the damage amount needed for repair, rebuilding or replacement.
Takes into account any work you prefer to do yourself.
Engages a repair company in consultation with you.
Consults and maintains contact with the insurer or your intermediary.
Supervises the entire claim process.
What else could you be dealing with?
Deed of Assignment
The repair company that comes to repair your damage will ask you to sign a ‘Deed of Assignment’. This deed ensures that the bill is paid directly to the repair company by the insurer.
Age declaration
For a private residential property older than two years, only 6% VAT is due for painting and plastering work. The painter will ask you for a declaration on the age of your home.
Set off VAT (only for companies)
For companies, VAT can be set off directly with the tax authorities. VAT is not included in the damage. The repair company will charge the VAT directly to you.
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.
Marijn Moerman (GA0810), Hannie Hakkesteegt (GA0893), Pieter Kooiman (GA0932) & Ronnie Benschop (GA0762) 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.
Jan Pieter Uittenbroek (FG0016660) is registered as data protection officer.
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.
Late payment protocol
The Association of Insurers ('Verbond van Verzekeraars') has made agreements in the Protocol for Late Payments on how they deal with late payments. Alicia MGA abides by that protocol. You can read in this protocol what you can expect from us in case you cannot pay the premium(s): https://www.verzekeraars.nl/media/8252/protocol-bij-betalingsachterstanden.pdf
IPID information documents
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.
