Our complaint summary

The following data details the volume of complaints reportable to our regulator for the reporting period noted below. 

Firm name:
Covéa Insurance

Other firms included in this report (if any): 
Covéa Life Limited, Sterling Client Services Limited.

Period covered in this report:
1st July - 31st December 2016

Brands/trading names covered:
Provident Insurance

Regulatory complaints category: General Insurance and pure protection
Provision (at reporting period end date) 1.14 complaints per 1,000 policies in force
Number of complaints opened 2,263
Number of complaints closed 2,215
Percentage closed within 3 days 42.16%
Percentage closed after 3 days but within 8 weeks 57.07%
Percentage upheld 55.03%
Main cause of complaints opened Other general admin/ customer service