Covea Insurance services Limited Halifax reviews

★★★★★ 1/5

Trustpilot

Appalling way to treat people.

Appalling way to treat people.A completely computer driven customer service process that is poorly specified it seems.Had car Insurance provided by them but branded as John Lewis Finance.Advised them in September that the policy wold not be renewed in October which they duly noted on file.Since then I have had numerous reminders and warning of dire consequences if I did not action the renewal, culminating today in a legal default notice served under Section 87 of the Consumer Credit Act.40 minutes of customer service time gets you the explanation that it is an automated correspondence that gets sent out if a DD is cancelled.The fact that the policy is fully paid up, all payments under the agreement have been made and the policy is not renewing doesn't seem to feature in the algorithm generating aggressive documents that warn of dire consequences. Apparently according to customer services it is a legal requirement that you receive threatening documents if you have the audacity to tidy up your payee list on your bank account.What has happened to John Lewis and customer service.

Adrian · 5 October 2022

★★★★★ 1/5

Trustpilot

had a rta over 8 weeks ago

had a rta over 8 weeks ago, still waiting for any update not to mention any pay out from this insurance company, kindertons the claims company have informed me today that covea are ignoring emails and phone calls which have been made to covea, i find the service frim this company unacceptable my van which is my livelihood has been written off for 8 weeks now and still at square one. absolutely disgusted at this so called service.

Mr · 9 December 2022

★★★★★ 5/5

Trustpilot

Very pleased

I thought that my issue was resolved very well and was put at ease with the information I had recived. I spoke to Brandon and he dealt with my call very professionally and was able to relay the information to me efficiently and effectively.

Jacob · 9 August 2020

★★★★★ 1/5

Trustpilot

DON'T BOTHER

ON HOLD WITH THIS COMPANY FOR 55 MINUTES TODAY AFTER GETTING A LETTER FROM THEM SAYING THERES A CLAIM ON MY CAR INSURANCE, WHICH I KNOW NOTHING ABOUT AND COULD I GET IN TOUCH WITH THEM..... THEY GAVE ME A NUMBER TO CONTACT, APPARENTLY ITS THE SAME NUMBER FOR EVERYONE, SO ONE WOULD ASSUME THERES 100S OF PEOPLE CALLING THEM RIGHT NOW OR......THEY HAVE LITERALLY NO STAFF......... ABSOLUTELY SHOCKING............... THEY DONT CARE ............ CRAP OPENING HOURS, CRAP SERVICE.......ITS NOW 1 HOUR AND STILL HOLDING ............1 HOUR AND 8 MINUTES BEFORE I GOT TO SPEAK TO ANYONE........

Lynn · 13 September 2022

★★★★★ 1/5

Trustpilot

We broke down in europe and we had a…

We broke down in europe and we had a cover in place. They left us here myself, wife ,10 months old baby and 4 years old in the middle of Austria. We spend all money getting towed to 2 garages for and of course to repair was around 4000euro. We want back home not the car fixed as never had that amount . We asked them to provide accommodation for the littles ones and us and they never replied to my email . Unfortunately we are still here and expecting Channel 4 to collect some money to have my car and us sent home . I beg this company to provide help but all the did was to take our money and left us in the middle of nowhere. They work with RAC and when we called the RAC guy in Europe he wasn’t able to trace us on the system at all. Of course we had a cover on place at that time but they didn't want to help at all. Of course i had to go on the guy over the phone and guess what !!? I was the guilty one abusing him but why abuse because i have a cover in place and you don’t want to send assistance ??? I asked for help and you refuse to give saying i abuse you ??????? What do you expect when someone pay a cover and you got brokedown with a car on fire in a very busy motorway !?? Kids were crying in dark and i begged them to help but didn't do at all . We now in Austria like homeless because of this company 4 days later . We can’t wait to get back to uk and we will definitely make all your directors managers loose their license for what you done to us. Legally don’t say i abuse you again. We have proof of being covered at the time and that says all . No one tell to that guy bad words if you will send assitance to us . That guy only said NO NO you not covered stop calling us . I did say i have the papers in my hand . I felt very unsafe at that time for me and my family right that moment . We were so sure that we will receive help that why we left UK to drive my son to hospital romania. My son hates planes so thats why we choose to drive. You had no intention to help at all. How can a big company like you play with peoples life ??? We had kids in the car guys ?? Put your self in our situation and think twice what you done to us ! I hope someone will do some prison this is what we will ask for in the court . You delete the case fromThe computer too as your colleague couldn’t find our details at all , but i tell you there is always a log register and it will show everything when we request help from you and you refuse to help and keep putting us through different incompetent stuff .We was suffering and we had to talk hundreds of minutes with over 10 operators during first 2 days . Of course after they said to me we never did RAC cover with them lol . I call this Mafia company and i repeat Mafia will last in Prison earlier or later . We have big support behind so when we back you will be all over news so people can see who you are ! Cold heartsWithout any respect to you, (same as u did)Fam Onea

AO · 25 October 2018

★★★★★ 5/5

Google

Josh was excellent at his job. Thank you very much Josh

Paul · 16 April 2024

★★★★★ 1/5

Trustpilot

Don’t waste your money- Pet insurance

Took over 7 weeks to respond to my pet insurance claim- yet within 2 weeks they said given info on my claim they would be increasing my premium. When I questioned this I got curt reply and then told claim unsuccessful due to pre existing condition (vet clearly stated in claim they have no diagnosis and I was claiming for blood tests to try and get a diagnosis)

Emma · 23 September 2023

★★★★★ 1/5

Trustpilot

Absolutely disgusted with the service

Absolutely disgusted with the service. I have been waiting for just under a month! To receive an outcome of my claim that i reported at the start of august. I have had to call every other day off my own back whilst working through a busy period at work after they failed to contact me on several given dates as promised, to then be told that my claim will be put on hold for a further 10 days because of a falsely accused claim which they have "discovered" held against my name which i have brought to coveas attention prior to this hoping for it to get resolved as it wrongfully affected my premium price. Awful company and an overall awfull service, Would never use them again!

Myles · 30 August 2022

★★★★★ 1/5

Trustpilot

Thought I'd share my experience as I…

Thought I'd share my experience as I never in my 25 years of being insured by various companies, have I met a more disipicable and outright non compliant company as Covéa Insurance. My insurance company post office referred me to Covéa as my underwriter. I have the unfortunate event of two claims ongoing. First one is down to an accident with a tesco delivery van crashing into the side of our 1st car in February, which is still ongoing. In this exchange, Covéa tried to massively under price our £8250 for just a meer £5250. Following plenty of emails and phone calls battling this out, i accepted a partial payment of £6000 while this is ongoing as they denied us a courtesy car, which we have on our policy. This is down to a clause which suggests if the car is written off, they do not need to provide one. They also decided to keep 24% of the payout (totalling £1600) for my partner not disclosing 3 points that had expired 4 years ago. This has been referred to the FSO to review the case following massive delays, evidence not being fully reviewed and very poor customer service. 2nd claim is my fault, but I am covered for water and flood damage on my policy. Following a down pour in May, water got into my electrics on our 5 series BMW as I left my sunroof open. Both post office and Covéa claims team confirmed that I am covered. The advisor sent out a 3rd party assessor to go take photos of the damage, despite not being involved in a collision. Took two weeks to action, then advised this was done in error by a new trainee. Covéa then requested another engineer from IMCS to come and review the car another two weeks later, amd compile a report. Following hos visit, my garage (a BMW specialist) said he visited, ask a few questions, looked around the car then left after 10 minutes in total. His report came back full of errors and made suggestions of poor maintenance. I challenged this as the repairs have been only completed by BMW or BMW approved specialists. They kindly gave us a hire car for 10 days while Covéa insurance requested a water test to be carried out as the report stated that rear n/s/r light was not correctly sealed. My garage did advise this 3rd party assessor there was no maintenance issue and the car passed the water test. I followed this up as no update was received within 2 weeks (despite calls and call backs requested) only to find they close down my claim to say that we are not covered due to poor maintancace. Challenged this again and had to pay nearly £500 so i could take my car to BMW for another report that cost £99 plus vat . Guess what, the report from says there is no maintenance issues and the sunroof drains are not clogged, which was the suggestion that this could have been a cause.Their final response to my complaint, states that they accept poor customer service and prolonged delays due to ill training, but they stand by their decision that due to 'mechanical issue's (see their rephrased version for a maintenance issue and suggest a design flaw) this is not covered. This is in despite of two separate reports from two independent garages that there was no maintenance issues involved. William is the complaints handler dealing with this and he disregarded the reports, and has openly refused to undertake any inspection that I have put forward to him, so the car could be property inspected by BMW so they can produce a quote. From my experience, this was calculated from the start as I found out that Covéa insurance never briefed the IMCS engineer correctly and missed out vital information regarding the cause of water in the electrics. ln addition, they are seemingly insistence on going down 'poor maintancace or a mechanical issue 'as a get out clause. This was something that was orchestrated from the off set as all my evidence and supporting evidence has been disregarded.This too is going to the FOS as a bolt on to my existing complaint. So if you want good customer care, swift timescales, sound advice or actioned responses, then go somewhere else, as these guys are sharks and should be avoided at all costs!!!

Clive · 10 August 2018

★★★★★ 1/5

Trustpilot

i had a road traffic accident a car ran…

i had a road traffic accident a car ran into the back of me on 24/8/22 it took me 2 days to make a claim they say its down to the amount of people claiming I'm still with out a van I've never been treated so bad the other driver admitted liability just found out he his with this company too but has trades policy the messing about you cant get threw to anyone when you pay insurance you expect good service be warned this company is a joke stay clear

Simon · 30 August 2022

★★★★★ 1/5

Trustpilot

Ridiculously appalling service

Ridiculously appalling service! Paid the car insurance policy for a year in full in 2 instalments and had to cancel it only a couple of months later, having also payed an excess of £800 for a claim to fix my car. The replacement car while mine was being repaired was not at all equivalent to mine at all (namely, not an automatic, as I specifically requested), which actually meant I could not drive it. The car was in repairs for over a month, increasing my commuting costs enormously. I was then left waiting with no indication of duration of any possibly due refund, regarding the whole year of insurance I had already paid. Now, I have a car that has been inadequately fixed, which I was told to take back to the manufacturer without mentioning the collision?!! I have contacted the insurance provider, was forwarded to the claims team at Covea and I am now waiting for an indication of the status of open claims. After all I have paid, being left with a car with compromising issues is unacceptable. Someone has to take responsibility for the service I paid for and the huge additional expenses I have had so far, and might continue to have in the future, when I take the car to the manufacturer to be looked at.

Claudia · 26 August 2022

★★★★★ 1/5

Trustpilot

Disgraceful service

Disgraceful service. How long does it take to settle a claim? Waiting since August 2023 for them to settle despite them being sent all the relevant information about the white goods being claimed for by the builders. Rarely speak to the same person twice. Severe damage water damage to the house. Complete refurbishment was needed! Weeks go by with no contact.

Customer · 29 February 2024

★★★★★ 1/5

Google

Absolutely terrible. I rang to ask for advise about an incident as a new driver (not a reckless teenage driver, may I add) and the claim was dealt with in an extremely negligent and lazy manner. I received no notification of proceedings and not advised well enough to be able to claim my side of the incident and was not given the opportunity of an engineer to assess my damage in comparison to the third party damage. Covea said they could only apologise for the way in which their colleague handled the situation. That is not good enough. We do not pay hundreds or thousands of pounds to be ignored, misinformed and charged extortionate amounts. I would not trust this company to deal with any claims or queries I may have in the future and have been left no choice but to take my business elsewhere. My knowledge of insurers is to act on behalf of the policy holders best interests which I feel was not adhered to at any point during my claims procedure. My advise, if you want a supportive, approachable or reliable car insurer go with any company other than Covea. My first experience with an insurance company has been in no way satisfactory and I feel extremely led down in a time of concern, worry and uncertainty. Avoid at all costs.

Ellie · 18 June 2018

★★★★★ 1/5

Trustpilot

Plant trailer theft

Following a plant trailer theft and damage to a commercial vehicle we discovered we had the misfortune to have had insurance with Covea for the plant trailer. The vehicle damage was dealt with promptly by NI G insurance and paid within weeks. The other claim has run on for months, no one from Covea has bothered to visit site to assess the details and has finally been refused. We have now lodged a dispute with the Financial Onbudsman. I would avoid this company at all cost.

Armstrong · 16 August 2022

★★★★★ 1/5

Trustpilot

Subsidence nightmare

I had an issue with subsidence and claimed through Covea. It took around 18 months for them to get the damage repaired, and I needed to chase them constantly to get anything done.The contractors that they hired were poor and caused additional damage to the external walls of the house, which has devalued it. Covea initially were open to fixing this, but upon realising that it would be costly decided to insist that this was somehow my fault and that I'd pushed for these 'repairs' to be carried out against their expert advice (this obviously wasn't the case, I would never knowingly damage my house).I will also caution that the company that they use to deal with these issues (Crawford & Co) produces a Certificate of Strucural Adequacy that you will need to present to a mortgage provider after a subsidence incident in order to satisfy them that the house is structurally secure. This is standard practice, although it appears that this company doesn't actually employ anyone with any industry qualifications to sign off the document, so it was rejected by all high street lenders. (It must be signed off by a qualified structural engineer.)When I spoke to Covea about this they pointed to some obscure small print in their policy wording that excused them from having to care. Essentially they are contracting people out to do poor work on homes that then makes them unmortgageable.This meant that I had to pay out of my own money to get a qualified structural engineer to produce a real report. This was expensive, and lost me months of time where I ended up overpaying because I coundn't renegotiate my mortgage. The resulting report isn't exactly glowing either because the engineer wasn't much impressed with the work that had been done.Peronally I would steer clear.

Steve · 16 August 2022

★★★★★ 5/5

Trustpilot

I managed to set fire to the grill pan…

I managed to set fire to the grill pan in my double oven last Tuesday morning.Went to John Lewis on Wednesday morning to order a new double oven. (£895 including disposal and fitting of the new one).My son said about claiming through house insurance, which hadn’t even entered my head. Phoned through and spoke to an extremely polite and well informed young lady (Kath).She took all of the details and asked if I could send pictures through of the cooker.She sent me an email and I duly sent the pictures. I got received a courtesy call from Kath the next morning which was Friday. The claim money was in my bank account on Monday afternoon!! All it was the less was the disposal fee of £20 plus the £50 excess.I thought the money and speed of which the claim was settled was excellent.Thank you so much

Customer · 16 August 2022

★★★★★ 5/5

Trustpilot

Very polite and methodical.

Linda · 23 February 2026

★★★★★ 5/5

Trustpilot

I was happy with way Covea dealt with the incident

It was my very first communication to Covea Underwriting re the Incident on the,11/03/2023. Everything was handled excellently. My property was delivered recently Ty. Many thanks.

Tony · 25 March 2023

★★★★★ 1/5

Trustpilot

This is by far the worst insurance…

This is by far the worst insurance company I have ever had the misfortune to deal with. It’s a shame that I had to give one star because they don’t deserve it! They are not worthy of half a star. My parents who are in their 80s had a leak in their house in May 2021 & decided to carry out works/decoration to the bathroom & kitchen which was damaged. They paid for the work out of their own money & put in a claim. They never expected to receive a huge amount towards the works but a reasonable amount. A very rude loss adjuster was sent to the house several weeks after the incident despite it being chased up… we are now in August 2022 & this matter has not been resolved.. my parents made regular payments to this company before the incident & when they needed help, this company has dragged their feet & refused to settle this matter in a satisfactory manner. My advice - if you are thinking of using this company - don’t. Do your research & find another company!Dreadful service.

Julia · 12 August 2022

★★★★★ 1/5

Trustpilot

Dont pay out

They are cheep (let housing insurance) but wont pay out on a reasonable claim, wriggling through the details of the policy to escape liability. The policy is so general that they have a get out for everything!You are just paying money for the feeling of being insured.

Stephen · 30 October 2024

★★★★★ 5/5

Google

I dealt with Sam Peters who understood my stress and anxiety and helped me through it professionally and assisted me with any queries.

Abz · 17 June 2023

★★★★★ 5/5

Google

Can't speak highly enough of this company customer services excellent. Ben that dealt with my query he was really helpful. Thank you Ben.

Colin · 17 June 2023

★★★★★ 1/5

Trustpilot

Paid for mortgage protection insurance but they don't pay out.

Paid for mortgage protection insurance for over 20 years and I have never missed a payment, yet my first claim after many many weeks they reject via a lette. Please avoid this shambolic insurer at all costs just look at the reviews, go with a trusted insurer and not this disgusting company. Let's see what the financial ombudsman says about this but I'm serious do not use this disgusting company.

Richard · 14 July 2023

★★★★★ 1/5

Trustpilot

Appalling service

Appalling service, rude and incompetent staff who don’t appear to have any knowledge of claims progression. Would never use again BEWARE if your insurance broker uses covea as underwriters(Lloyds car Ins. in my case) All my local accredited insurance repairers tell me they always write off repairs as uneconomic. This is without any Engineers actually looking at the damaged vehicle. Beware the photographers who are sent out in place of engineers, cowboy who told me to buy a replacement car on ebay. I have never made an official complaint in my 54 years, have had to escalate complaints to the financial ombudsman as Lloyds Bank are next to useless saying they cannot intervene with Covea. Car insurance was through Lloyds Bank Car insurance.By the way this was A NO FAULT CLAIM on my part.8 days to provide replacement car, 5 weeks to collect my “written off” car. After complaining to Lloyds, a very rude person contacted me from covea asking me to interpret an email that had been sent to them by Lloyds as they couldn’t work out the “slang” used in the email…such as cust, which I presumed was customer. PH I presumed it was policy holder…the list goes on it really beggars belief.

Steve · 2 August 2022