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 2023 – 31st December 2023

Brands/trading names covered:
Provident Insurance, RSPCA

Regulatory complaints category: General Insurance and pure protection
Number of complaints opened by volume of business 1.52 complaints per 1,000 policies in force
Number of complaints opened 2,703
Number of complaints closed 2,700
Percentage closed within 3 days 22.04%
Percentage closed after 3 days but within 8 weeks 75.78%
Percentage upheld 42.15%
Main cause of complaints opened Other General Admin and Customer Service
Regulatory complaints category: Credit Related Complaints
Number of complaints opened 10
Number of complaints closed 10
Percentage upheld 80%