Covéa Insurance plc

The gentleman that I spoke with Riz Mougal was very helpful in helping me to sort out my claim for my wee dog Zola. He explained everything I needed to know how the claim works. Anything I didn’t understand he explained it very well and I was very happy with the service I received today thank you.

Salmah made the whole experience pleasant and relaxed putting me at ease while she calmly worked through all the details of my claim. A very good experience of the insurance industry.

Very helpful and polite, answered all my questions thank you very much John

The young lady dealing with my claim was extremely clear and helpful. Very professional service

He was so friendly & helpful. Solved my problem straight away. Excellent service. Ronald Cleverley

DO NOT USE THEM….. This company should be ashamed of themselves. We were insured for 3 years & when our dog became seriously ill with his seizure disorder they didn’t want to know. Our renewal was up in Feb and our dog got rushed into hospital 29th Jan, he spent a week in hospital so when we picked him up, the hospital go directly to Covea for the claim. They paid for the 2 days (31st Jan) and then told us that they are not renewing our policy. Just shy of £2000 I had to pay. I phoned up roughly 20 times and never once would a manager talk to me or call me back. It’s disgusting how companies are aloud to get away with this. Because of his seizure disorder no other insurance company will touch him and they know that. So now instead of helping my dog with health issues they will now help to kill him. COVEA YOU SHOULD BE ASHAMED please be careful if your thinking of using them.

Amy, throughout our claim has been kind, responsive and a pleasure to deal with. At no point did I feel anything I asked or was concerned about was too much trouble and she responded by email or phone call extremely quickly.

Patricia was vey helpful and explained everything that was going to happen and said they would deal with it all.

Luke went out of his way to help! I rang because l didn't know what was happening to my claim, he found out for me and set the ball going. My wife is quite disabled so we are missing the car to get around at the moment.

I would not use this company ever again. They are the underwriters for the AA. My vehicle was reported to Covea on 18th August. I sent photographs of the damage on the same day. I was, initally told that the car would be written off. however 10 days later, their engineers had decided it could be repaired. I sent photos to the garage for them to order the parts. A week later the garage told me that, in their opinion, the cost of repairing the vehicle was too great, so they have sent their views back to Covea. When I rang to find out what was happening I was informed that the 'engineers' would get back to me, but they were at lunch. They texted me back that afternoon stating they were waiting for 'a few components' re the updated estimate. I still have no idea what is happening to my car! Their customer service is (IMO) is nonexistent, they are shoddy and unprofessional. I have had to phone them on every occasion, no-one has contacted me, directly. Why their 'engineers' need 5 days every time to review anything is laughable, especially, having taken so long to make a decision, in the first place, the garage has questioned their conclusions.

The lack of contact and the confusion caused by too many parties involved. The boundaries between the underwriter, claims handler and broker were unclear and I had to check who to get information from. Because of the internal Covea processes I had one day's notice to return the Courtesy Car. Initially I was told I would have use of it for 7 days after the claim was settled. It transpired that it was 7 days after the settlement was sent for payment. Contradictory information could have led to my driving a vehicle without authority and more importantly without Insurance cover. One Stakeholder advised that a Cat N write off did not need an MOT but another said one was needed immediately. The request for photographs of the vehicle arrived the day before the time arranged by the photographer. THE WHOLE PROCESS WAS RAGED but the staff were as helpful as they could be. The date below is was the last point of contact.

He was very patient

From recovery to my insurance company choosing a brilliant repairs garage they dealt with everything it helped as I was in shock for a while.

Nice straight forward instructions. Very friendly and down to earth human and nothing seemed too much trouble. All explained to me and seemed keen to get things done swiftly.

The customer service operator was so helpful, she explained things perfectly then went the extra mile to speak to the salvage company to clear the vehicle and send our belongings on

Safa was very helpful and calm on the phone,nothing but praise as I was a bit nervous.Thanks

I have nothing but praise for the team handling my mortgage payment insurance claim. Being made redundant is a very stressful experience but the team have been extremely quick and professional whilst handling my claim which means one thing less to worry about. . In my experience, the payment process is very quick. Thank you.

After a pretty stressful bump, followed by being forgotten by the recovery service for nearly 8 hours I dreaded making the call to my insurance. Thankfully, my call was handled by Safa who was a pleasure to deal with. Polite, understanding and very professional and sorted my claim swiftly, arranging an extremely local repair garage. Thank you Safa for making my experience a positive one.

Covea we're supportive and informative from the start. My policy was via Payment Shield and handled by Covea from the date of claim. They helped me to make a retroactive claim and also open a current and ongoing claim which has supported me through the last 12 months. I have suffered substantial injuries from an accident at work and am only now beginning to recover from the depression and trauma sparked by the event. I have had communication difficulties throughout the process and Covea's team helped me by enabling my partner to speak on my behalf. Although she did most of the talking, I always felt included and respected and my needs and wishes regarding the functional handling of the process were met at every point. Every single member of the team showed great courtesy and were knowledgeable and easy to talk to. It is fair to say that, without Covea's support, I would not have had the peace of mind that has helped me get through this crushingly difficult period of my life. They have been a literal life saver and I cannot compliment them enough. I would be 100% confident in their abilities to help me in the future and I would happily recommend them as an insurer

Very efficient and timely response