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 2021 - 30th June 2021

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 1.34 complaints per 1,000 policies in force
Number of complaints opened 2,764
Number of complaints closed 2,723
Percentage closed within 3 days 30.89%
Percentage closed after 3 days but within 8 weeks 68.56%
Percentage upheld 38.05%
Main cause of complaints opened Product performance/features
Regulatory complaints category: Credit Related Complaints
Number of complaints opened 13
Number of complaints closed 13
Percentage upheld 53.85%