Covea Insurance services Limited Halifax reviews

★★★★★ 1/5

Trustpilot

Covèa Insurance not worth the premium

Well I must say not entirely surprised by the email I have just receivedI made a claim on my contents insurance for the theft of 2 cycles taken from a secure locked bike store in the complex where I live Having spoken to a claims handler it has now been decided that as the door was not forced or broken my policy does not cover the theftThe entry to the store is by means of a key fob , which can only be activated by the concierge desk also the car park where the store is is also only accessible by a fob All this stated to Covèa and after me trying to contact Covèa did I receive a rather curt email with the findings attached at just before 5pm so I could not even ring them until after the weekend I found the investigators questions quite demeaning , almost accusing me of planting the evidence or doctoring the pictures and having to answer why I dont use the bikes every dayI am now looking at cancelling my policy and going elsewhere as they have obviously gone through the policy to extract a line to exonerate themselves from paying out Shocking behaviour and not what I believed insurance is there for(first claim ever on my insurance )

John · 1 May 2020

★★★★★ 3/5

Trustpilot

If i could deduct stars, i would

Based on my previous / past experiences with the company and in particular in view of my telephone call/conversation today; if i could deduct a star or leave no stars on this review, i would. Apart from being one of the most uncooperative insurance companies i have had to engage with, I was in the unfortunate position of having to call them to discuss a serious concern today. After holding on a call waiting system (35 mins to be precise), I was put through to a member of their customer service team who was one of the most difficult CS person I have ever experienced. Not this CS team member very unhelpful, belligerent and confrontational, she was the most argumentative customer service person I have ever had the unfortunate circumstance to deal with. Shouting and challenging everything i said without offering any clear explanation of how best to resolve the matter.All this in view of their failure to make a payment in respect of my claim (causing me a great deal of financial difficulties) and the reason given was that i had failed to properly date a customer statement i returned to them (even though this statement had been signed though). I should point out that no one contacted me or made any attempts to notify/contact me for over 4 weeks that there was an issue/concern with this payment and that it would not be forth coming. Absolute silence until i called in today to understand the reasons for the non payment.Anyway, TBH i would avoid having anything to do with this company as this is not how a serious company should operate and especially not an insurance company during the current circumstances.***Following my posting of this review, i did get a call back from the company's representative (on the same day) apologising for the CS team member's attitude and resolving my query and complaint satisfactorily. Maybe the CS team member was just having an off day.

DA · 1 May 2020

★★★★★ 1/5

Trustpilot

A Covea insured driver crashed into my…

A Covea insured driver crashed into my car. Thought I would contact them directly since their customer left the scene without exchanging details. They say someone will inspect my car, still waiting, they asked for an email with more details about the incident, still waiting for a response.They take ages to answer the phone, not really helpful. Over a month to contact a third party and get a response. Say they will keep you updated still waiting.If you are waiting for a response from this company then its nice to know you could get Covid 19, be admitted to hospital and be on a ventilator for weeks and be fully recovered and your case will still be in limbo.If you have an accident with any of Covea's customer just phone your insurance company and go 50 50. Less frustration, less hassle.Update. Reply within 24 hours after posting my review on Trust pilot. Asking for my details etc so they can investigate. Not replied to this as yet but have already received the email telling me they accept no liability, and wont say why or explain there decision.Avoid.

John · 30 April 2020

★★★★★ 5/5

Trustpilot

Chloe was absolutely brilliant

Chloe was absolutely brilliant. She answered all my queries with great patience and kindness and put my mind at rest as to what happens next. Thank you Chloe.

Anne · 12 May 2021

★★★★★ 1/5

Trustpilot

Give them a wide berth

First involvement in an accident since 1969, and I was stationary and hit from behind. They wrote the car off with only relatively minor damage( 6yr old fiesta) no structural damage on engineers report, drove it for 5 days before I took it to body repair garage for assessment. offered me at least £800 less than the market value, had to chase them all the time, didn't answer emails, first contact initiated by them was 6 weeks after the accident, they wouldn't improve on their offer.Would have taken it further but due to the coronavirus taking hold and the effect that may have on insurance brokers finances I reluctantly accepted the payout. Now over a £1000 out of pocket after having to replace my car with one of similar age and miles after an accident that was no fault of mine. Message for everyone, most insurance companies are just agents, make sure you see who the insurance brokers are(in this case Covea). Don't touch them with a barge pole, I wouldn't wish them on my enemy.Zero star uprated to 3star.After Covea read this they got in touch and in the end there was an amicable settlement.

Rose · 21 April 2020

★★★★★ 1/5

Trustpilot

Do not trust this company

Do not trust this company, they make up any excuse not to pay out when you have an accident. They drag out the claim for weeks on end then tell you they aint paying out even if the accident is not your fault. Would give zero stars if it was an option. AVOID AVOID AVOID.

Mike · 5 October 2023

★★★★★ 1/5

Trustpilot

What a sham of a company !!!

What a sham of a company !!!At a time when everyone is pulling together to support each other COVEA INSURANCE add more pain and misery by refusing payouts. I have paid my premiums for 11 YEARS and never made a claim. Being self employed I thought I had piece of mind with my insurance policy HOW WRONG I WAS they are refusing payout at the time I needed them most. AVOID AVOID AVOID at all costs 130 premium payments for nothing

Craig · 20 April 2020

★★★★★ 1/5

Trustpilot

Car insurance claim

My husband had an accident in Oct 19 after weeks of waiting we emailed covea for them to say they had the wrong phone number which on the claim he had giving his number a number of times we said if that was the case why didn't they write to my husband it then took till feb 20 to get a photograph out then finally he got his claim April 20 the service they provided is useless it takes them a number of weeks to get back to an email if we hadn't of chased it up I very much doubt it wouldn't of been sort we will NEVER use them again avoid this company!!!

Julie · 20 April 2020

★★★★★ 5/5

Trustpilot

Shannon Carter

Shannon Carter was most helpful and informative. No issue was too much trouble for her and her manner and tone were most reassuring. A most professional conversation.

John · 21 July 2021

★★★★★ 1/5

Trustpilot

AVOID LIKE THE PLAGUE!!!

I had my vehicle stolen on the 11/01/2020 and contacted my insurance immediately to report the theft. I was then told that I had to book an appointment to go through the claim details although they knew my phone was also stolen and destroyed in the incident they told me I had 3 working days to take the call or the claim would not be processed. The inconvenience cost me a day of work but that is not the main issue here. I am now in excess of 3 months since reporting the incident. The insurance have received all documents needed from myself to settle the claim however they have not received the police report and for this reason they are not settling the claim. They advised me at the end of January that the police report had been requested and it would take a maximum of 4 weeks. 4 weeks passed and I heard nothing so chased it up and was told it would be another 2 weeks. To cut a long story short each time I call I get told it will be another week, another two weeks and I get told my file handler will call me back. Yet I rarely ever receive the call. Today, on 14/04/2020 I have been told that if the insurance decide not to pay out then I will be liable for the storage fees incurred whilst the claim has been ongoing. I expressed my dissatisfaction to a lady I spoke to on the phone this afternoon as I have now been put in an unfair situation where I will be liable for charges for each day that the car is held unnecessarily. The insurance could not be any less bothered. I was told that my file handler will call me back within a day to provide me with an update. A call I already know I am not likely to receive. The worst part of it all is, the person who stole the car has been to prison for 11 weeks. He has done his punishment and is now roaming about while I am left paying the finance on a car I no longer have and still haven’t received anything from the insurers. What exactly am I paying my insurance for?? I would seriously advise against insuring through Provident/Covea because it has been the worst and most expensive experience of my life. A lesson well and truly learnt.

Lauren · 14 April 2020

★★★★★ 5/5

Trustpilot

Lucy was very helpful indeed from the…

Lucy was very helpful indeed from the start, explaining things clearly (and all my options) and speaking in a very relaxed and friendly way. Much appreciated indeed

Antoni · 19 July 2021

★★★★★ 1/5

Trustpilot

Threatening Letter From Other Party Insurance Company

I have a car accident on 29/12/2019 and contacted my insurance company, saga insurance. On 31/12/2018 I received a letter from the underwriter, covea insurance with a claim reference number. As the accident was my fault I gave all my insurance details to the other driver.To cut a long story short, I received a threatening letter (final notice) from churchill insurance demanding I pay quite a large sum for the damage to the other car. The justification being my insurance company has not sent any payment.I was asked to contact my insurance company to resolve this messy business. I was also asked to reply within 14cdays or legal proceeding will be issued against me in 14 days. Isn't that the reason why we have car insurance? This letter was dated 06/04/2020 and I have only received it today, 11/04/2020.Where do I go from here? I am very surprised that covea insurance has not compensate churchill insurance for the damage to the other car.

Pio · 11 April 2020

★★★★★ 1/5

Trustpilot

Poor customer service

I made a claim at the end of October 2020 for an accident that wasn't my fault. Despite chasing via telephone, emailing the same information to several people and going through the complaints department, my claim has still not been resolved (almost 4 months) and I'm continually told they're waiting on the 3rd party insurer. Just off the phone to the personal handler of my case who was rude and dismissive. I do not recommend this company.

Tara · 8 February 2021

★★★★★ 5/5

Trustpilot

Nicola Beevers top girl!

Nicola Beevers was absolutely amazing with my claim! Supper efficient!! 10/10

BART · 13 June 2023

★★★★★ 1/5

Trustpilot

I am a policyholder and following an accident

I am a policyholder and following an accident I have effectively had to chase on every aspect of the damage repairs. A complaint was subsequently lodged by the claims handler on 19/3 and having been advised to expect a final decision before close of business on 20/3 I have now had to lodge my own complaint on the 21/3 and as of today I have still not received a response. 3 business days to respond to a complaint. I am not surprised as since the accident I have not received one call from Covea Insurance. I have had to undertake all calls myself - from a request for the engineers report, to the repair damage estimates from their approved repairer to the dispute on the market value. The worst of a very poor experience, I had to send my policy wording to them. Their own policy wording, they didn't even know what contract I was insured on. So, so very disappointing.

Matt · 24 March 2020

★★★★★ 1/5

Trustpilot

Pathetic insurance company

Pathetic insurance company and I honestly have learnt a lesson about reviewing insurance companies Tried to claim for storm damage to my roof after not making a home insurance claim in over twenty years, poor communication had to seach for trades to quote my self, then declined the claim saying they could see from the the photos taken from the ground that the mortar had deteriorated under the ridge tiles, it’s been a perfectly good roof since I’ve own the property ! Who actually goes onto their roof to check the quality of the mortar under their ridge tiles until something happens?? Judging from their reviews here they are nothing short of scammers

Steven · 17 March 2020

★★★★★ 1/5

Trustpilot

They will try to get out of paying for full repairs

I am currently forced to claim through this company as my neighbour hit my parked car. I spoke with Riz who was nice enough although the system went down half way through speaking with me and he had to call me back. He asked me to leave a review on here with the incentive of being entered into an prize draw and I'm very glad I waited. They asked me to take photos of the damage to my car, which included a buckled front wing and a scratched bonnet. The wing needs replacing but the bonnet just need touching up and a dent repairing. The garage that is carrying out the repairs called me to let me know the insurance company will only pay for the wing and will not cover the bonnet damage. I contacted Covea to confirm this and spoke with Georgia. She said they dont believe the bonnet damage was done during the accident DESPITE NOBODY ACTUALLY INSPECTING THE CAR YET. I explained that the damage wasnt there before (I've only had the car a couple of months) and that I'd like it repaired. She went on to ask me how it could have happened, I explained I was in bed when it happened so I couldn't possibly know but if another car drove into mine, it isn't a hard stretch of the imagination that another panel could be scratched from debris. She said they are refusing to pay for the bonnet and there is no one I can speak to to challenge this. What a ridiculous company. I'm sure they are cheap but they wont cover the full amount of the claim. Stick with a known brand.

Neil · 12 March 2020

★★★★★ 5/5

Trustpilot

The best I’ve dealt with in decades!

In my situation, my vehicle was the victim of a hit and run. Fortunately, there was a witness, and I was provided the tags of the vehicle who damaged my car, the insured being one of Covéa’s clients. After a month of going back and forth with the police, and my own insurer, I’d grown frustrated, and discouraged, to say the least. I was not expecting much when I contacted Covéa, particularly given it would be their claim to pay.I could not have underestimated the professionalism, courtesy and efficiency of Covéa’s staff more.Sophie Farrell-Smith, handled my claim with efficiency and skill. Her understanding and compassion was not only genuine, heartfelt and appreciated, it appeared a motivator for her to resolve all issues on my behalf within less than an hour. Whilst the police were exceptional, in my case, the face required time delays when dealing with perpetrators. I was blown away by Sophie’s work and it left me thinking that I need to switch to Covéa when my own insurance policy comes to a close. Thanks so much for proving honesty, honor and integrity remain a part of the country’s fabric!

Andy · 6 March 2020

★★★★★ 1/5

Trustpilot

Terrible experience with this company…

Terrible experience with this company following a car theft. Really poor claims management - no overarching support on what to expect or to be aware of to protect myself.I had to constantly chase - felt like I was the insurance company managing the claim. Then to top it off handed a derisory valuation for my car circa £2k worse off. I challenged them to find a similar car for value they offered. No response. I complained and in response got more buck passing and no resolution and a pathetic offer of compensationNow going to ombudsman.Avoid at all costs. Poor customer experience. I’ve gone to a reputable company this time

Andrew · 25 February 2020

★★★★★ 4/5

Trustpilot

So far very efficient

So far very efficient, informative, polite and have called back when said they would. It helps that the driver at fault( and who has confirmed it was his fault) is also with Covea so they are dealing with themselves. The one poor thing so far was the amount of time to get an answer for. their claims centre, part of the wait was for Hastings Direct who then passed me onto Covea. Hung on the phone for more than 20 minutes before could start reporting my claim. So that could be improved.

Sara · 22 February 2020

★★★★★ 1/5

Trustpilot

You have to jump through thousands of…

You have to jump through thousands of hoops just to get insured and when you do, they will hound you for purchase invoices, sales receipts, proof of no claims, proof of trading, proof of address, they will call you every week with another hoop to jump through, until you wish you hadnt got into selling cars.I know there are thousands of people selling cars illegally, with no insurance, yet companies like this make it near impossible for the little man to succeed, then government wonders why so many foreigners doing it illegally.

Ryan · 19 February 2020

★★★★★ 5/5

Trustpilot

Millie was polite and professional …

Millie was polite and professional and all time whilst at the same time being friendly. An unpleasant experience was made a little easier by Millie's professional handling.

Gary · 19 June 2021

★★★★★ 1/5

Google

Been on hold for two hours and no progress. One of their drivers caused an incident and drove off at speed, I got their reg. No possibility of contacting them to make any progress. I hate the way people can get away with anything because insurers act like this, my insurance want my car repaired, I want liability sought. Shocking, shocking company. I literally don't have any more hours to give on hold to try and deal with this.

Patrick · 17 June 2020

★★★★★ 1/5

Trustpilot

My son was robbed of His macbook pro.

My youngest son whom has paid his own way through university via student loans. He had his cycle stolen which was chained up . Not covered (Covea). My son fell asleep in his flat in block which had key fob access and cctv. He awoke hearing noise his door was not locked to his flat . His macbook was stolen and his wallet. He phoned the police immediately. The thieves had used his debit card several times before he had chance to cancel it. Covea will not pay out the claim because it was not forcible entry.According to the police it is burglary. Saga via Covea do not want to pay out on genuine claims . I suggest people check their policies .Quite happy to sell you cover do not want to pay out . My sons macbook had university notes on it photos of family etc.When I took cover out with Saga (covea??) I specificaly asked about student cover as my son was just starting at Liverpool university and student cover and as Quote all calls are recorded) one would have thought that this might have been mentioned at the time re cover. Does this now mean that if you are burgled whilst in your own home if the doors and windows are not closed and locked no claim would be paid even though you had been the subject of a criminal act ??? in the eyes of the UK legal system

Derek · 11 February 2020