Covéa Insurance plc

My husbands car was hit last week. Day 8 and the undrivable car is still on our driveway. They allocated an accident and repair with no pick up truck and outsourced a pick up truck to a 3rd party. Due to be picked up and nobody has turned up. Took me several days of arguing to get a hire car which is included in our policy. Garage they have picked ,also advised 2-3 months to get car back and the damage is not extensive just cosmetic. They do not do anything off their own backs , you have to call daily and beg them. Still broken car remains on driveway. in 37 years of driving this is the worst company I have ever dealt with , leaving feeling very stressed. Official complaint to FCA unfortunately.

Ashleigh has a friendly manner. She explained the situation clearly and efficiently.

I was so distraught when I started the call feeling a bit stressed and fobbed off but Poppy was so patient and kind and made me feel listened to. I honestly couldnt ask for a kinder more thorough handler to handle my claim. Thank you Poppy!!!

No stars!! They are refusing to pay out on vehicle that was written off by hit and run driver whilst it was parked, unoccupied on a drive way, saying there were modifications on vehicle, this has been proven not to be the case, now they are saying a accident wasn't reported when policy was taken out, it was reported however the year was given incorrectly by 1 year (but a year later so would have been better than a year earlier). You have to ring them they don't reply to emails or calls. absolutely shocking that this day and age Companies are underhand in order to make money!!

Lui, was excellent to deal with and appeared genuinely willing to help and make things happen, calling back and taking control. This was appreciated.

I rang then got cut off. Luke rang me straight back. I explained that I have been waiting for the photographer to ring me. He rang them and sorted for them to ring me within the hour. He was very helpful.

Really helpful and understand made the process very easy and clear

Salmah was very efficient in dealing with my claim and the whole experience was excellent. First class service Salmah. Well done.

Recently had to use my insurance due to having an accident, through all the process ,everyone made this made it very easy, with contacting them, they kept me up to date with everything, even the garage my car went to, they gave me regular up dates, and the Enterprise rental group were also very kind , I can say my whole experience through it all and has been so quick and very professional, would recommend Covea.

My contact was very kind and helpful and went beyond the call of duty ringing third parties to get it all sorted

Luke was most helpful and friendly. He gave me clear information and was sympathetic.

A polite well informed employee who was helpful and knowledgeable.

Salamah was clear, kind, empathetic and a real human! Very helpful experience.

Very helpful, very understanding and very clear advice given. Thank you

When finally getting through and speaking with Adam,I found it easy to understand as Adam explained everything I needed to know,and his explaining was clear,and detailed,it was a joy to speak to an advisor that came across so profesional,and without getting stressed out,I would say this was the best dealings I have had with any advisor,well presented Adam,

I will start this by saying, ‘you never know how good your insurance is until you have to use it!’ I have had the morning from hell trying to sort out my car that was damaged on Friday by another driver as I was stationary and he drove down the side of me try to squeeze between two cars, mine and another vehicle turning the other way. We have a policy with Motor-Vision, who it appears is Grove and Dean Insurance Brokers, who intern off set the work to Auxillis, who Covea are the underwriters for. I had no idea this was the charade I was insured by. After being a good citizen and contacting Motor-Vision on Friday (turns out this was Auxillis), after the accident with full details, even the other parties insurance and phone numbers. I was informed that they were going to wait to see if the other party would claim responsibility. I was slightly bemused at this point and did question this with the person I reported it too, saying that aren’t we all told not to accept responsibility after an accident by insurance companies, so even though it was totally the fault of the other person, he even said to me at the accident scene, he wouldn’t admit he was responsible but said I am sorry if I am. So we had no car replacement, unable to use our own and the stress of the accident. Since Friday I have heard nothing from them and even though we took out extra cover on our policy to make certain we had car hire available should something happen to our car, no one had come back to me by 10.30am this morning, 3 days on from the accident. I by chance called Covea instead as the underwriter and was informed that Auxillis had not even contacted them yet and I believe this is down to the fact they want the other party to accept responsibility and so they then don’t have to contact you….but where does that leave us….car less and unable to get out to work sites and meetings or run my business. I was on hold for nearly 30 minutes the first time. The first chap at Covea was helpful but there was an issue with the DVLA, so I then had to end the call and call them and they gave me a code to call back with. Your chap did say he was going to call me in 30 minutes, as I had waited so long to get through, but he didn’t. In the meantime, I called Auxillis and was put through to a very rude woman who wanted to state facts at me as to why they were not doing anything and that frustrated me even more, as they were just going to sit and wait and see if the other party would admit liability. All of this time wasted will impact mine and my husband’s ability to work and run my business. I ended the call abruptly with her as I could not bear her condescending tone and unhelpful manor. I called your claim line back and again after waiting 36 minutes to have my call accepted, you can imagine I was not in the best of moods, as this had now taken up until 2:30pm and all my time to try and work out what we could do. Whilst your call wait time is outrageously long, I have to say the delight that was at the end of the phone was – Riz M. (not disclosed full name on this site but have email the company). If anyone needs a raise or an outstanding customer experience award, please make sure it is him. Not only has he given me amazing support and advice he managed to make me laugh, which after several hours of incompetence I felt I was not likely to do for days. He has managed to sort out what we needed, effectively, efficiently and with the most amazing attitude. I have no doubt this will affect our insurance premium going forwards but either way Riz made my day a whole lot better by trying to help us which was all I was asking for from the outset. I know this has taken up more of my time today to write this but I really wanted you to know that even in this crazy world right now, you have the ability to affect change in a good way and how people impact you. Please help Riz to help train others or at least give him the platform he deserves, as he really is that ray of sunshine that impacts people in the right way. Please thank Riz personally from me and give that man a raise, bonus or award or all 3! Kind regards, M (a slightly calmer version that this morning, fingers crossed this will all be resolved quickly)

Ben was very helpful and professional with the way he dealt with my claim. After about an hour, the garage had already texted me to say that they will be calling soon to deal with my car. 👍

Harrison was extremely professional in his manner explaining to me every stage of the procedures necessary to report the claim Harrison is a credit to the company

Salma Najib was very helpful and explained everything that was going to happen.

Patricia is really friendly and made every step to resolving my claim easy and less stressful. All detail and next steps following incident explained, and i was provided with details of car repairer and hire car company that would contact me great experirnce so far, thank you.