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
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
Number of complaints opened 13
Number of complaints closed 12
Percentage upheld 69.2%