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 - 31st December 2020
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 | 1.64 complaints per 1,000 policies in force |
| Number of complaints opened | 3,206 |
| Number of complaints closed | 3,122 |
| Percentage closed within 3 days | 38.82% |
| Percentage closed after 3 days but within 8 weeks | 59.9% |
| Percentage upheld | 51.12% |
| Main cause of complaints opened | Other general admin/customer service |
| Regulatory complaints category: Credit Related Complaints | |
|---|---|
| Number of complaints opened | 34 |
| Number of complaints closed | 37 |
| Percentage upheld | 67.57% |