Covea Insurance services Limited Halifax reviews

★★★★★ 1/5

Trustpilot

A bad experience

We were involved in a no fault car accident in May and our car was taken to a recovery yard 15 miles away. It was declared a write off the following day using on-line tools but not collected until later the following week so not confirmed as being written off until engineers had seen images. I was finally paid after three weeks having chased payment but meanwhile needed to buy a car urgently. As my new car wasn't on Covea's list I was unable to continue my insurance and lost between £400 - £500 balance due. To me this seems extremely unfair. I have made three complaints relating to this and other matters and also tried to email the CEO (but the email address advertised failed). This means I've lost around £1,000 as I had to insure with another company. A very poor and disappointing experience with a long wait for telephone calls to be answered.Update:My point was that the new car wasn't on your list so the balance wasn't transferred as there was no new policy.It would be useful to know what place one is in the queue.

Lynda · 8 August 2024

★★★★★ 1/5

Trustpilot

Avoid this company

Dealing with this company has been horrific. It is now more than 6 months since we had to claim owing to a vehicle slamming into our house, and a fire just days later. We have paid insurance for 47years, and in that time, only had 1 small claim until this year. This review is not solely about money. But more importantly how the claim has been handled. Wrong information has been given, we have been made to beg and plead for every penny. Different excuses have been given as to why a payment cannot be made. They are totally unprofessional. To give just one example, a loss adjuster was sent to look at the damage more than 6 weeks after the fire. He admitted he had no clue what he had visited us for, and asked where the flood had been! Another example: the "professional " cleaners that were sent left the house dirtier than it was before-- they just spread the soot around. This was 1 of the many things we complained about, but despite clear photographs being sent, Covea did not uphold the complaint. A horrific company, whose actions have caused us to seek medical help due to the distress caused.Covea have replied that our complaint was "partially " upheld. They have admitted falling short of the expected standards, but have denied delays (loss adjuster only sent out more than 6 weeks after a fire!). They have denied that their cleaning company are unprofessional (even though clear photographs of the spread of soot have been provided. I could go on and on with many more examples. They have offered a paltry £300 compensation. I have already taken this further but been met with excuses and denials.This company should in my view, not be allowed to operate.

Christina · 7 August 2024

★★★★★ 1/5

Trustpilot

Where do I start? Absolutely terrible experience

Where do I start?! Following two significant traumatic events in February 2024, we still have not been adequately reimbursed - in fact we continue to encounter post sale barriers to claim despite co-operating with every request. We have raised a number of formal complaints to no avail. We have received a number of emails with several excuses as to why payment has not been made; most of which contain inaccuracies and contradictions. EDIT: We have now received a response from Covea, on this site, inviting us to contact customer services so that this can be looked into further. This further demonstrates the incompetence we are experiencing - we first logged a complaint in February 2024! Still no comprehensive response received

Sarah · 6 August 2024

★★★★★ 1/5

Trustpilot

Uncaring and no concern for individuals health and well-being

I am disabled and housebound. I had a flood in my kitchen August 2023 and it took over 5 months before I could use my kitchen again. During time I had no cooking facilty and it was not as if I could just go out and get something. Living alone, I had no support and ended up being admitted to hospital by ambulance in view of stress and not being able to eat properly.I have asked questions but because of delays in getting response from Davies Group, I have just been advised by Covea that they will not answer my questions and I will need to wait for Financial Ombudsman to carry out their investigation.In meantime I am left with cupboards with no shelves, poorly painted kitchen and worse a worktop which is more than a foot wider than it was previously which means it is difficult to navigate my walker around my kitchen and I have already had one fall because of this. The worktops are not even what I choose and I was told that contractor just fitted what they could.Disgraceful way to treat someone and Covea just do not care.

Diana · 3 August 2024

★★★★★ 1/5

Trustpilot

Incompetence

So last year 18th September 2023, my home flooded through external rain water .. 11 months down the line! Despite a number of emails, phone calls, formal complaints I am still living in a house that in my eyes is uninhabitable! I have no floorings, blown plaster, kitchen falling apart, a garage that’s turned into a store room, black mould and another form of mould growing within the house. I am currently living out of a bedroom, just what you need when you’re doing 13.5hr shifts! It’s also a shame trust pilot can’t allow you to add photos to view what I see daily!

H.Bennett · 31 July 2024

★★★★★ 5/5

Trustpilot

The gentleman was helpful professional

Mr · 3 September 2026

★★★★★ 5/5

Trustpilot

Michele has been extraordinarily positive and helpful…

Michele has been extraordinarily sympathetic and prompt in dealing with our chewed up hearing aid

Timothy · 24 February 2026

★★★★★ 5/5

Trustpilot

Fantastic service

From the moment I got connected ( which was not a long wait ) Harry was very helpful. He was clear with his questions and very patient while I tried to explain what occurred during my incident. I do believe that the level of customer service is the highest I've noticed from any insurance provider and because of harry I will definitely be recommending you to friends and family for the future.

David · 4 March 2020

★★★★★ 5/5

Trustpilot

Thank you Riz

Thank you Riz you let me explain what happened to my car . I would have him working in the call centre that i was a manager of. Its not about who can do there call the fastest. Riz went through everything with me happy to deal with him any time

Margaret · 5 June 2023

★★★★★ 5/5

Google

Very helpful and professional got the repairs done with no fuss or bother everything went as planned

David · 12 June 2026

★★★★★ 5/5

Trustpilot

Good experience

I was a non-fault third party. I was contacted by Covea to process my claim directly. I spoke to Molly who was very helpful. I was able to use my chosen repairer (local BMW main dealer) to provide a repair quote and this was quickly approved by Covea and will be paid directly by Covea. I found it much quicker to deal directly with Covea versus making a claim on my own insurance.

Mr · 27 September 2019

★★★★★ 1/5

Trustpilot

Never Content with your Service

Addendum 2: In response to AlexandraAbsolute nonsense over the course of 294 days since I submitted my Loss claim. At least 15 phone calls.105 emails & Detailed statement. I've explained myself as best I can, and that's well documented.Reasons used - Don't cover White Goods. Outside 7 day window. Deliberate Act. Not taking Care of goods. Never read full Ts and Cs small print. Part 1Addendum:A final honest Update from me on Thursday 25th July 2024I was encouraged by Covéa replying to my review, as it must receive hundreds of reviews each year.Finally I have the final final outcome of Covea’s handling of my case. Dated 4th & 5th July 24.No change of heart in relation to supporting me with an accidental loss claim. Declining All aspects of my claim.But an offer of £100 for the inconvenience of a 3 month delay.Total £125 offered by RAC & Covéa after - 12+31+30+31+31+28+31+30+31+30+5+4 = 294 daysSo there you have it straight from the horses mouth as they say in France....Chevalines saucisson d'âne, or perhaps some “steak à cheval” Choose wisely as your house shouldn't depend on it ...........?Original Review Within 30 seconds of our first 121 call, Covéa set the benchmark in declining 1/2 my home contents loss claim - Don't cover White Goods the reason, but there were no White Goods in claim. When challenged, the 2nd Reason I was given in writing was they could not pay out on the claim as I hadn't informed them within 7 days of doing the house removals.Despite RAC telling me I'd be fully covered as long as I use a professional removals company.Next I was put through a 121 interview with Brownswords, and answered All questions to best of ability. Then it was LMG Jewellerys turn and again I answered All questions.I made claim 15th Sept 23, this was now December 23. I'd raised 2 complaints about the process but neither company willing to listen from a customers perspective.3 months then went by and no outcome to my loss claim, in fact no contact from Covéa at All.I contacted FOS, and we agreed to submit my complaint firstly in 2 parts-1st RAC Home Insurance2nd Covéa Insurance3rd Covéa Insurance part 24th Covéa Insurance part 3March 23 Covéa respond withing 2 days of writing to them, declining claim.FOS under terms and conditions, could not see any blame or poor service from Covéa or RAC, but no one inc FOS answered why delay the claim for 3 months of silence?Who decides what part of claim is covered byRemovals claimsNormal Loss claimsAs they both have different Ts & Cs attached to both claim sections.I am a severely disabled person, and was expected (in the small print), to unpack all 100 boxes in 7 days. - Impossible? Both RAC & Covéa knew of my disability, and being disabled I feel this is direct discrimination. I'm looking to take the matter forward in a David & Goliath esq battle in a claims action. (Against both CEOs of both company's involved).They declined the 2nd list they created, saying I hadn't taken care of my contents? This because there were possibly 2 boxes discarded in error by my family. Quite possibly during the unpacking and cardboard/ local tip runs, to try keep on top of the organised chaos/chaotic time and stress of moving home.They also hinted of a deliberate act in their letter, but don't close the same decline letter with that same statement, only the first reason.An absolute horrific experience where from outset this company Covéa looked for reasons not to help in you in times of trouble, surely that's what you pay your insurance for.No accountability and RAC washed their hands via a £25 cheque, and admitted they said I was fully covered, but as I never asked about any stipulations, they never explained any terms & conditions.Not impressed in FOS, but I understand they done what they could, but we still await part 4 outcome from Covéa then back to FOS.You really couldn't write this story up.Surely if Covéa decide to split the list of lost goods into 2 parts, the first half of their list was declined because under Removals, they don't claim for White Goods. Then change that to my not notifying them with 7 days of the Removals? My answer: I couldn't physically complete this task in 7 days. And I felt it necessary to check every last box before making Any claim, However, that's not aa important as the 7 days rule in Covea’s small print.Could you unpack a home in 7 days, if you suffered with heart failure, and solely relying on family after their own work, in helping whenever possible? But they look at second part under normal Contents insurance, but then decline after 6 months, Including a 3 month unexplained delay, then saying we never took care of my contents.The whole affair left me feeling sick and I leave this Review so others can make an informed choice..

BOB · 28 July 2024

★★★★★ 5/5

Trustpilot

Sharon H the claims advisor was…

Sharon H the claims advisor was brilliant really lovely person and handled my claim in a very professional manner. Clear instructions on what proof was required with an update call to inform me all had been approved. First time I have insured through this company competitive quote and excellent service.Thank you to Sharon.

Mark · 31 March 2023

★★★★★ 1/5

Google

Please do not take out insurance with this company. They are useless, inefficient and dishonest. Their communication skills are non-existent. They will do anything to avoid paying a claim. If I could, I would award minus stars. I cant exaggerate enough the stress and upset this company has put me through. Absolutely awful company.

Betty · 11 July 2025

★★★★★ 5/5

Trustpilot

Andres Sudall

Andrew Sudall was one of the most professional, compassionate people I have ever had the experience of dealing with, the nature of our claim was very sensitive and he treated us with respect and dignity, I can’t speak highly enough of the gratitude I have for him, a credit to his company, Provident insurance, who also have shown us so much respect and empathy. Thank you 😊

Anis · 29 April 2021

★★★★★ 1/5

Trustpilot

I made a formal complaint to Covea…

I made a formal complaint to Covea about their Landlord's Insurance. I had made a claim on the policy, which was rejected by Covea for reasons which very clearly conflict with the policy wording. For example, Covea has applied unfair excesses of £250-£350 for each item being claimed for, e.g. a radiator, whereas the policy refers to "events" not "items". The insurance policy provided by Covea was not worth the paper it is written on. The response to the complaint was as obfuscating and unsatisfactory as the correspondence from their claims handler. My next step will be to take this complaint to the Financial Ombudsman. I would avoid purchasing an insurance product from Covea - in my opinion this company is utterly untrustworthy and the level of service is very poor. Stick to a company such as NFU Mutual which provides insurance which is fair, reasonable and in the best interests of the policy-holder, and avoid Covea, an insurance company which is profiteering.

Lucie · 16 July 2024

★★★★★ 5/5

Google

Excellent service from when I reported the accident to when my car was returned. Regular updates.

Alan · 12 June 2026

★★★★★ 1/5

Google

Absolutely disgusting company! Do not use! I’m a self employed mechanic who was a loyal customer to Covea for over 7 years. I had my livelihood stolen on a job, my van and 10 years worth of tools. Covea won’t pay out a penny and I have still lost my NCB and my insurance has more then quadrupled now. Stay away!

Brad · 16 April 2025

★★★★★ 5/5

Trustpilot

An asset to Covea!

Rizwan Mougal contacted me regarding an insurance claim from his client who had reversed into my car. Riz was pleasant, polite and very efficient in dealing with the matter. I felt confident with the arrangements he made and reassured that matters would be dealt with as efficiently as possible.A pleasure to deal with Riz and he is a credit to his company.

Mary · 14 February 2022

★★★★★ 5/5

Trustpilot

First claim in 30 years of driving

Having never had an accident in 30 years of driving, Jacob R and his colleagues at Covea were absolutely fantastic. Communication from the start was excellent and the whole process was explained to me in a very clear, courteous and patient manner. Once I'd had time to consider my options, my claim was dealt with very, very quickly. I'm really impressed. Well Done & Thank You Very Much!

Fiona · 29 December 2020

★★★★★ 5/5

Google

They have first class experience so professional and helpful made a very upsetting experience so easy to deal with .

Margaret · 12 May 2026

★★★★★ 5/5

Trustpilot

Just fantastic every company should have a George. Dealing with wise drive has been…

Dealing with wise drive has been horrendous but the speaking with covea and especially George has been a breath of fresh air. And as some say does what it says on the tin and so much more. Helpful, polite, informative, on time I could go on but such a reassuring person has put my wife’s mind at ease after almost having a nervous breakdown. Thank you very much

Ray · 11 December 2020

★★★★★ 1/5

Trustpilot

I believed I had my key cover with the…

I believed I had my key cover with the AA, but I was redirected to third-party Covea key insurance. This turned out to be a waste of time and money. I lost everything in a catastrophic fire that required five fire engines, three ambulances, a serious incident vehicle, and an air ambulance for my severely burned grandson. His clothes caught fire, and while extinguishing the flames with blankets, I burned my hand badly. My grandson is now in a specialist burns hospital for an extended stay.The bottom line: my car keys were not insured because I did not scrutinize the extensive small print in Covea’s policy. Covea claims my car keys were "damaged," not "lost." However, I couldn't find them in the burnt-out caravan, even though I discovered many small items that survived the fire. My keys were undeniably lost.Be warned: do not assume you are covered. Read the fine print of insurance policies carefully. You only discover the true quality of your insurance when you make a claim.It took over four days to get my car back on the road, thanks to a compassionate company that couldn't believe I was left in such a dire situation. This is just the beginning of my challenge against Covea's wording and policy. There must be exceptional circumstances where they choose to do the right thing and get the car back on the road, resolving payment disputes later. It cost me £200 to get my car operational again. Money wasn't the issue, being left stranded was.Be warned.COVEA RESPONSE Dear Mr Horler Thank you for contacting us and giving us the opportunity to investigate your complaint.Your complaint relates to:· Unhappy that your damaged keys are not covered under the policy.Having fully reviewed your concerns, I can’t agree that your complaint should be upheld.As discussed in our recent telephone conversation, your keys have been damaged within a caravan fire and you know that this is their location. Your policy only covers you for lost or stolen keys. As your keys have been damaged within the fire, this is not something covered under your policy and therefore you will not be able to claim on your policy.PEOPLE BE AWARE YOU CAN SEE THEY DONT CARE I appreciate that you may be disappointed, but please be assured I’ve considered the details of your complaint before arriving at this decision.DESPITE YOUR REPLY UNDER MY COMPLAINT AND YOUR FINAL RESPONSE YOU STILL DONT GET IT DO YOU THE WORD YOU LACK COMPASSION YOU HAVE TO LIVE WITH YOUR DECISIONS MY GRANDSON HAS TO LIVE WITH HIS SCARS PEOPLE OUT THERE CONSIDERING INSURANCE WITH THIS COMPANY PLEASE READ THE SMALL PRINT THEY ARE GOING TO USE IT AGAINST YOU AT EVERY OPPORTUNITY NOT TO PAY If you’re still unhappy, you can refer your complaint to the Financial Ombudsman Service, free of charge. You have six months from the date of this letter to do YES I WILL BE TAKING IT UP WITH THE OMBUDSMAN.BUT IF YOU LIE AND JUST SAY YOU LOST YOUR CAR KEYS, THEN YOUR COVERED.TELL THE TRUTH MY KEYS WERE LOST IN A FIRE VERY SORRY ABOUT THAT.YOUR NOT INSURED YOUR KEYS ARE DAMAGED IN A FIRE NOT LOST PUT ME THROUGH TO A MANAGER SORRY CANT DO THAT SOMEONE WILL CALL BACK NEVER HAPPENED UNTILL I COMPLAINED TO THE AA THEN THEY CALLED BACK SAME REPLY SORRY YOUR KEYS ARE DAMAGED NOT LOST WE UP HOLD OUR DECISION DAMAGED NOT LOST THEN FINAL RESPONSER. TOTALLY USE THE SMALL print to wriggle out BUYER BEWARE

Diane · 3 July 2024

★★★★★ 4/5

Trustpilot

Sympathetic staff…

I found the service really good after a hic cupThat was more of a miscommunication.Scot the supervisor was more than helpful. And was sympathetic too as I a disabled driver and obviously its overwhelming when your car gets hitLuckily the other party admitted liability.We await our settlement figure and will update the review When we recieve itKinds regardsMich Sussex

Ms · 22 June 2022