The IAK Service Guide provides clarity on the services offered by

The IAK Service Guide provides clarity on the services offered by

What you can
expect from us
The IAK Service Guide provides clarity
on the services offered by IAK Verzekeringen
Together for a perfectly insured future
Dear customer,
We are pleased to present you with the IAK Service Guide.
It explains what our values are, how our services are structured
and what we do to represent your financial interests as
conscientiously as possible. This service guide will help you
to understand our procedures, what you are entitled to expect
from us and what we expect from you.
Contents
Who we are 3
What you can expect from us 3
What we expect from you 5
Reflection period applicable to distance selling 6
Our credentials7
Our relationship to insurers 7
How to contact us
8
How we are remunerated
9
Your premium 9
Ending the business relationship
10
Complaints10
Together towards a perfectly insured future
IAK Service Guide
Who we are
What you can expect
from us
IAK Verzekeringen B.V. (hereinafter: IAK) was founded
in 1928 in Eindhoven, and currently employees
approximately 370 people. We provide intermediary
and advisory support relating to insurance, mortgages
and other financial services.
General
IAK is a member of the Unirobe Meeùs Groep B.V., which is part of
AEGON N.V. so it enjoys strong parentage. This relationship does
not stand in the way of our ability to give independent advice. IAK is
free to advise you impartially on the products offered by the other
insurers and lenders we have selected.
IAK is listed in the trade register of the Chamber of Commerce for
Oost-Brabant under number 17086794. IAK also operates under the
trade names ‘Ik! Verzekeringen’ and ‘18nu’.
You can come to us for sound personal advice and mediation
in relation to non-life insurance, health care insurance, income
insurance, life insurance, pensions, mortgages, consumer credit,
savings and investment accounts and financial planning.
We will sit down with you and assess your financial risks, and then
advise you on how best to limit those risks, taking into account your
particular situation.
You can arrange some types of insurance cover and certain banking
products via our website.
In order to provide our services, we need access to your personal
details. You have our assurance that we always treat this information
with the utmost care in accordance with the Wet bescherming
persoonsgegevens (Personal Data Protection Act).
Non-life insurance
Nearly everyone has at least one non-life insurance policy. Take, for
example, travel insurance, car insurance, home and home contents
insurance, legal liability and legal assistance insurance.
A non-life policy insures you against the cost of material damage or
the extra expenses you incur when something unexpected happens.
Health care insurance
IAK can also help you arrange your health care insurance. This
insurance provides you with reimbursement of the costs of medical
care. In addition to the statutory basic insurance, for which the
Dutch government sets the reimbursement levels, you can make
a selection from a range of supplementary insurance options.
Which package is best for you depends on your personal situation.
Your employer can also use our services to arrange group health
insurance for his employees.
Life insurance
The different forms of life insurance include whole life/term life
insurance, pensions, income insurance, annuities and investmentlinked or savings-linked insurance. You can take out life insurance to
We are here for you
minimise the financial risks to your dependents in the event of your
untimely death, or to save or invest for later, e.g. for your pension or
to cover your mortgage repayments.
3
Mortgage
Investments
If you buy a home, you will probably need to take out a mortgage
You can expect the following from us when enlisting our services
loan to pay for it. That means making a long-term financial
for investment-related matters:
commitment, so it’s important to get good advice. There are so
many things to take into consideration, such as the interest rate,
the length of the fixed interest rate period and whether you can
pay off the mortgage early if you want to. We can make sure that
the way in which you finance your home suits your personal
• Based on the information you provide, we will analyse your present
situation and examine how your capital has accrued to date.
• We will also examine your risks, discussing which risks you are willing
to take and defining your risk profile.
situation and the options available to you.
• If you want more advice on investments, we can help by mediating
Consumer credit
• If you want to amend your investment portfolio, we will be happy
between you and an asset manager.
Purchasing certain commodities, such as a car, can involve a major
to assist you in your communications with the financial institution
financial outlay. IAK can arrange the necessary financing via a
concerned.
consumer credit contract.
Financial planning
Savings (banking products)
This is a personal advisory process, during which your income
If you opt to open current and/or savings accounts via IAK, you can
development, current asset status, capital build-up and the transfer
expect the following service:
of your assets to the next generation are all addressed. We provide
an objective and comprehensible overview of your financial
• We offer our customers a select range of savings products.
situation, discuss matters that require attention and help you to see
• If you would like to know more about our savings accounts, we will be
whether your personal financial objectives and wishes are attainable
happy to supply you with information on our products and the various
based on your current situation. We then help you make the right
terms and conditions that apply.
financial choices in order to achieve your objectives in the future
• Once you have prepared your application for an account, we can check
it through with you for completeness and accuracy.
within acceptable risk parameters.
If you want us to, we select the necessary products and shape them
according to the objectives laid out in the plan you have chosen.
Thereafter, we evaluate the choices regularly with you to check
whether they still match your future objectives.
Together for a perfectly
insured future
4
IAK Service Guide
What we expect from you
You have every right to make high demands on the quality of the
service we provide, but in order to be of good service, we also
expect certain things from you:
• It is important that you provide us with accurate and complete
information. This is in your own interests. If, for example, you make
a claim and it becomes apparent that the information you have
provided is inaccurate or incomplete, the insurer may be entitled
(based on the insurance conditions and/or the law) to refuse
compensation, provide only partial compensation or give notice of
termination of the insurance contract.
• In relation to certain services, we are legally obliged to verify your
identity by examining and making a copy of your proof of identity.
• If you are also insured elsewhere, we need to know. In the interests of
preventing overinsurance or underinsurance, we must have a complete
overview of all your insurance policies.
• In the case of high-impact and high-risk products (e.g. products with
an investment element), we make a written record of your situation
in the form of a customer profile. Having filled it in together, both you
and your advisor will be required to sign it.
• If changes occur in your personal situation and/or with regard to the
goods you have insured, we expect you to inform us. This is important
in order to prevent risks from being left uninsured or inadequately
insured. Such changes include births, cohabitation, marriage, divorce,
death, a change to your home’s designated use, change of profession,
relevant changes in income, termination of employment, purchase of
valuable goods, replacement of an insured object (e.g. a car), house
extensions and/or renovations, a change of email address, a house
move and a change to or termination of insurance policies held
elsewhere.
• In principal, we maintain all contacts with the insurer/provider. If you
prefer to maintain direct contact with the insurer, we will inform the
insurer accordingly. In that case, please keep us informed about any
direct contact you have with the insurer.
• Please check the information in the documents you receive from us
for accuracy and compliance with your application. We expect you
to report any inaccuracies or omissions to us in writing as soon as
possible, but within 14 days at the latest.
5
Together for a perfectly insured future
Reflection period
applicable to distance selling
A reflection period applies to every application for and/or
conclusion of a non-life or health care insurance contract or
consumer credit agreement by a private customer by telephone
or via internet. From the date on which you receive the policy
document, you have a reflection period of a maximum of 14 days.
This entitlement does not apply to insurance policies with a contract
period of less than one year. Nor does it apply to insurance policies
in respect of which it has been explicitly agreed with you that they
have been carried out in full before the end of the reflection period.
If you exercise the above entitlement to reverse your decision, the
insurance policy in question will be deemed never to have existed.
If you have applied for/taken out life insurance, the reflection period
will be 30 days from the date on which you receive the policy.
A reflection period does not apply to insurance contracts that
depend on developments in the financial markets and/or
agreements that include the granting of mortgage loans.
If you wish to exercise your right to cancel your insurance contract,
you should return all the insurance documents to us.
NB: If you exercise the above right to dissolve your contract, IAK may
require you to pay € 10 in addition to the policy fee quoted on the
policy schedule to cover the preparatory costs already incurred.
6
IAK Service Guide
Our credentials
Our relationship to
insurers
We hold a licence that authorises us to supply financial services
IAK gives independent advice. That means we can offer you the
as referred to in the Dutch Wft (Act on Financial Supervision). IAK
products supplied by all the insurers and bankers for whom we act
is registered with the AFM (Netherlands Authority for Financial
as intermediary, no strings attached. It also means we can advise
Markets) under licence number 12007720. To consult this register,
you in complete freedom about the products being offered by the
visit the AFM website: www.afm.nl.
insurers we have selected. IAK has no contractual obligation to
restrict its mediation to certain insurers only.
Our licence covers advisory and mediatory services in the
following areas:
Our size has made it possible for us to reach special agreements with
• Consumer credit
a number of insurers and banks, as a result of which we are able to
• Mortgage loans
make you high quality offers at attractive rates.
• Life insurance
• Non-life personal and commercial lines
IAK Verzekeringen works in close cooperation with its sister
• Health care insurance
organisation, IAK Volmacht B.V., see www.iakvolmacht.nl. A number
• Income protection insurance
of insurers have granted IAK Volmacht power of attorney, which
• Pension insurance and premium pension entitlements
means we are able to offer insurance policies under our own name.
• Assets
In every case where we arrange an insurance contract via power of
• Savings and current accounts
attorney, we will inform you who the preferred insurer(s) is/are and,
• Electronic money
where applicable, give you details of the spread between different
• Advice and/or receipt of orders in conformity with the Nationaal
insurers. If you wish, we can provide you with this information prior
Regime Deelnemingen in Beleggingsinstellingen (National Regime
to concluding the insurance contract under power of attorney.
governing Participating Interests in Investment Institutions)
At regular intervals, IAK Verzekeringen and IAK Volmacht re-evaluate
We are affiliated to:
the insurance policies, the rates, the insurers and the spread. If at
• Adfiz (Advisors on Financial Security)
any point we deem it to be in your best interests, we may decide to
• EH (Mortgage Advisors’Certification Regulation Foundation)
make interim adjustments to the above, in which case we will always
• FFP (Federation of Financial Planners)
inform you in good time.
• RPA (Register of Pension Advisors)
• VNAB (Netherlands Insurance Exchange Association)
The above organizations require their members to meet certain
quality standards in relation to the advice they provide, how
they provide said advice and how their employees’ professional
knowledge is kept up to standard.
We hold the following diplomas and certificates:
• Wft (Act on financial supervision) diplomas: basic diploma, health
care insurance advisor, consumer credit advisor, advisor on non-life
personal lines, advisor on non-life commercial lines, mortgage loans
advisor, pensions advisor
• Wft authorisations: Authorised agent for health care insurance,
life insurance, income protection insurance, non-life insurance and
pension insurance
• Recognised mortgage consultant
Wij verzekeren
alles
wat ualllief
is
We
insure
that
you value most
• Registered with the FFP (Federation of Financial Planners)
• Registered Pension Advisor
• Home loans
• Registered Risk Manager
• Branch diplomas in non-life insurance other than fire or transport and
fire, transport and life insurance
Our employees’ professional knowledge is kept up to standard by
means of statutory ongoing education. We have professional liability
insurance coverage.
7
Together for a perfectly insured future
How to contact us
You can contact us:
By email
The general address for email correspondence with IAK is:
At our office
info@iak.nl.
IAK has its registered office at Beukenlaan 70, 5651 CD in Eindhoven.
The desks are open every weekday from 8.30 a.m. to 5 p.m.
Via a home visit
For personal advice, make an appointment with one of our advisors.
IAK also has a Service Desk at High Tech Campus 1, The Strip,
He/she will visit your home at a time convenient to you. To arrange
Building Code C, 5656 AE in Eindhoven.
your appointment, call +31 (0)40 261 18 21 (Health Care and NonLife Insurance Advisor) or +31 (0)40 261 15 25 (Financial Services
By telephone
Advisor).
You can reach us by telephone on working days between 8.30 a.m.
and 6 p.m. Our number is +31 (0)40 261 19 11.
During a consulting session at work
In case of emergency, you can also contact us 24 hours per day,
Many companies arrange for an insurance advisor to be present at
7 days a week on +31 (0)40 261 19 11.
set times. To arrange to attend one of these consulting sessions,
Whenever you give us information by telephone (e.g. a change in
simply call +31 (0)40 261 18 21 (Health Care and Non-Life Insurance
your situation), we will ask you to send written confirmation by post
Advisor) or +31 (0)40 261 15 25 (Financial Services Advisor).
or by email: info@iak.nl.
Internet
General information about IAK, insurance and financial products
can be found on our website: www.iak.nl.
Go to www.iak.nl to make calculations, apply for private insurance
and submit private claims.
For privacy reasons, the insurance section is password protected
and can only be accessed by IAK’s customers. You can apply for
a personal access code via the website. For information about
IAK Volmacht B.V., go to www.iakvolmacht.nl.
IAK’s other trade names also have their own websites:
Ik! Verzekeringen: www.ik.nl
18nu: www.18nu.nl
Online portal
IAK has developed online portals for insured persons, employers and
other distribution partners. These allow users to view their insurance
status and make changes.
In writing
You can write to us at the following address: IAK Verzekeringen B.V.,
Postbus 90165, 5600 RV Eindhoven.
Our fax number is: +31 (0)40 261 12 05.
8
IAK Service Guide
Communication
Unless agreed otherwise, we will communicate with you in Dutch.
How we are remunerated
Your premium
We are remunerated for our services in one of two ways:
Premium payments can be made in various ways. For each insurance
policy or other financial product you purchase, we will let you know
Commission-based remuneration
which collection method applies.
Having provided services, we receive a commission from your
insurer(s) or the financial institution taking care of your loan or
Collection by IAK
savings. Said commission is paid out of the premium or interest
If we or IAK Volmacht B.V. collect the premium you owe on behalf of
charged to you.
the insurer, you can choose from the following payment methods:
Insurance companies and banks never pay us for the following
products: complex financial products (e.g. products with an
investment element), mortgage loans, payment protection
insurance, life insurance, term life Insurance, individual disability
insurance and funeral expenses insurance, and services that fall
under the National Regime for markets in financial instruments.
• You can authorise us to deduct your premium from your bank account
by direct debit.
• You can transfer your premium at regular intervals via a payment slip
(or, in the case of health care premiums only, via AcceptEmail).
• You can arrange to have your premium deducted from your salary
When mediating in relation to these products, we make
or pension (subject to this having been agreed beforehand with your
remuneration agreements beforehand. We will inform you in
employer or pension organisation).
advance if you are to be provided with extra services for which you
will be charged directly.
Depending on the type of insurance, you can opt – in consultation
with us – to pay your premium every year, every 6 months, every
Remuneration based on expenses claim/hourly rate
quarter or every month. In some cases a surcharge will apply to
Some of our services are charged according to pre-agreed hourly
payment by instalments. Once you have paid a premium to us, you
rates. Before we embark on an assignment we can, if you so wish,
will, of course, be exempted from paying the insurer. We will take
give you an estimate of what the service to you will include and
care of that.
what it will cost. If it becomes apparent that more work is needed,
we will inform you of the financial implications.
Collection by the insurer
Our invoices specify to which assignment they relate and the
If the insurer is to collect the premiums due from you, then this will
number of hours spent. In some cases, we draw up a customer
take place according to the method used by the insurer concerned.
agreement detailing what has been agreed.
Agreements relating to premium payments
It is important that you pay your premium on time. If you fail to do
so, the insurer may, in certain cases, refuse to pay out or decide to
cancel the insurance. Alternatively, the amount you owe may be
recovered through the courts, in which case the related costs will be
charged on to you.
If you expect not to be able to pay on time, inform us as soon as
possible so that a solution can be found. If on the basis of the
Agreements are
made to be kept
insurance terms and conditions you are entitled to a full or partial
premium refund, we will arrange this with the insurer on your behalf.
9
Together for a perfectly insured future
Ending the business
relationship
Complaints
You are entitled to terminate your business relationship with us
We strive for complete customer satisfaction. If you have a complaint
at any time. You can request your insurer to transfer any current
about our administrative procedures, our working methods, the
insurance policies to an advisor of your choice. This does not apply
completeness and accuracy of the information we supply or the
to insurance taken out with IAK Volmacht B.V.
services we provide, please let us know so that we can do what is
necessary to rectify the problem. You can submit your complaint via
We can also take the initiative to end our business relationship with
www.iak.nl, or you can send a letter to:
you, in which case any current insurance contracts will remain valid.
The liability for maintaining your insurance policies will remain with
IAK Verzekeringen
us until another intermediary or insurer takes those policies over.
De Directie
Postbus 90165
5600 RV Eindhoven
Not satisfied with the outcome?
If you do not feel that your complaint has been dealt with
adequately, you can take up the matter with KiFiD, an independent
organization that deals with financial services complaints:
Klachteninstituut Financiële Dienstverlening (KiFiD)
Postbus 93257, 2509 AG Den Haag
Telephone: (0900) 355 22 48
Email: info@kifid.nl
Internet: www.kifid.nl
Please understand that Kifid only handles complaints that have
already been submitted to the relevant financial service provider.
Alternatively, you can apply to the civil court to rule on your dispute.
You should be aware that if the dispute has already been submitted
to a disputes committee, the civil court is unlikely to be willing to
examine the case afresh.
10
IAK Service Guide
Seeking solutions
together
We are here to help you
Go to www.iak.nl
For detailed information, to calculate premiums
and to apply for insurance.
Call +31 (0)40 261 19 11
Our staff will be pleased to help you.
Make an appointment with an advisor
Our advisors hold regular consulting sessions
on location at many companies.
Visit our service desk
At Beukenlaan 70 or at the High Tech Campus
(the Strip) in Eindhoven.
Postbus 90165, 5600 RV Eindhoven
Beukenlaan 70, Eindhoven
T (040) 261 19 11, F (040) 261 12 05
www.iak.nl
IAK Verzekeringen B.V. Chamber of Commerce: 17086794
IAK Volmacht B.V. Chamber of Commerce: 55688616
AFM licence number: 12007720
DW (03-2014)
IAK Verzekeringen B.V. IAK Volmacht B.V.