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 - 30th June 2017

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

Regulatory complaints category: General Insurance and pure protection
Number of complaints opened by volume of business 1.54 complaints per 1,000 policies in force
Number of complaints opened 2,998
Number of complaints closed 2,979
Percentage closed within 3 days 41.8%
Percentage closed after 3 days but within 8 weeks 57.6%
Percentage upheld 56.9%
Main cause of complaints opened Other general admin/ customer service