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 2020

Brands/trading names covered:
Provident Insurance, Sterling Pet Solutions, EmeraldPet, Yellowtag, RSPCA Pet

Regulatory complaints category: General Insurance and pure protection
Number of complaints opened by volume of business 1.64 complaints per 1,000 policies in force
Number of complaints opened 3,206
Number of complaints closed 3,122
Percentage closed within 3 days 38.82%
Percentage closed after 3 days but within 8 weeks 59.9%
Percentage upheld 51.12%
Main cause of complaints opened Other general admin/customer service
Regulatory complaints category: Credit Related Complaints
Number of complaints opened 34
Number of complaints closed 37
Percentage upheld 67.57%