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 January 2023 – 30th June 2023
Brands/trading names covered:
Provident Insurance, Sterling Pet Solutions, EmeraldPet, RSPCA
Regulatory complaints category: General Insurance and pure protection | |
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Number of complaints opened by volume of business | 1.75 complaints per 1,000 policies in force |
Number of complaints opened | 3,533 |
Number of complaints closed | 3,537 |
Percentage closed within 3 days | 21.4% |
Percentage closed after 3 days but within 8 weeks | 76.48% |
Percentage upheld | 46.9% |
Main cause of complaints opened | Delays/Timescales |
Regulatory complaints category: Credit Related Complaints | |
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Number of complaints opened | 13 |
Number of complaints closed | 12 |
Percentage upheld | 69.2% |