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% |