Covea Insurance services Limited Halifax reviews

★★★★★ 5/5

Trustpilot

Excellent customer service especially by Janet in the Halifax office- highly recommend

After recently having a crash caused by young inexperienced driver aka boy racer smashing into my car. All I can say is I am so glad I am insured but covea. They have been fantastic throughout the whole process and in particular one lady called Janet in the Halifax branch she’s been a diamond. This company clearly employ the best staff who care about their customers i could not recommend this company enough.. I used to be insured with a large well known insurer who offered poor customer service so it was a breath of fresh air to deal with Covea and Janet. Definitely will be staying as a customer when my policy renews..

Hayley · 5 December 2018

★★★★★ 1/5

Trustpilot

Covea - the worst example of customer service and unscrupulous business practice I have ever seen... and I used to work in the insurance business!

I insured my vehicle specifically for a value of £5000 because that is what its worth. I then got hit from behind by a Covea client.Covea's initial response was to deny any responsibility by their client - despite the detailed police report, witness statements and obvious photographic evidence that clearly demonstrated that their client had driven at speed into the back of me which caused the accident.Only when I complained about this, Covea agreed to make a payment of £500 after several phone calls and time consuming bits of correspondence.When I complained about this 1/10th cost appraisal, I was asked to provide examples of other vehicles and their cost. I have done this. A quick and easy search on ebay, and auto trader demonstrated that similar vehicles, of similar age and condition sold for £3-7000 Covea is now refusing to carry out a second independent assessment, contrary to insurance best practice code.They have left me no choice but to go to the Financial Ombudsman Service, to make a complaint and seek compensation.Seriously, this is the worst example of customer service and unscrupulous business practice I have ever encountered, and I used to work in the insurance business! The entire Covea experience is designed to wear down people with legitimate claims so that they give up and Covéa don’t pay up.My advice to anyone thinking of insuring with Covea is DON’T. And if you’re unlucky enough to be hit by a Covea client, harden your resolve because you will be treated with contempt.

Alex · 4 December 2018

★★★★★ 1/5

Trustpilot

Insurance fraud

Fraud - In law, fraud is deliberate deception to secure unfair or unlawful gain, or to deprive a victim of a legal right. Park that one for a moment.Sitting on hold for one of the customer services agents to actually deal with my claim, they instead me on hold for 10+mins then hang up. I retry for a third time, each time whilst on hold I am warned by a recorded message about insurance fraud. What they failed to warn me was they were the fraudulent ones here.I had an incident with a poorly strapped bike leaving a roof rack and hitting my car causing some minor scratches to the front of my car. I spoke to Covea and described the damage to my car.I received a letter in the post saying we have written off your car! No actual assessment or thought or consideration given. I was ordered to fill out this form on DVLA and we will be collecting your car and you won't be getting it back until we have finalised our review and made you an offer. I spoke to a knowledgable advisor who was all to familiar with Covea and their procedures and advised my they would ensure they came out of this much better off than me. Why? I paid my insurance right?I expected something in the letter like "sorry to hear you have been in this accident let us arrange for a courtesy car. Do you have any injuries can we assist here. Etc. Wrong, the reaction was 'fine you wanna claim but you're gonna suffer and you will never see your car again'.I was also reminded on the call I had a considerable excess to pay and I wouldn't be offered much for my car. It's all about making you worry and they talked me into cancelling my claim as I would be far worse off. - Fraud???Is that insurance or is that a a company pretending to be an insurance company..that everyone is fraudulent behaviour and they are getting away with it, if that was reversed and the customer committed insurance fraud we would be doing a jail sentence or at best refused insurance.Oh meanwhile the next day a Covea photographer calls me wanting to take photos of the car and gets the hump and plain hangs up when I say I'm not available at all today. Entirely unprofessional from the initial calls to the utterly reluctant way they handled my claim. This is gutter insurance at it's worst and there's no customer protection like the laws insurance firms have for their own protection. Overall a disgusting poor service did I mention the customer agents taking ages to answer then putting me on hold then just disconnecting me.Covea insurance you bully your customers and are the frauds here.May i add to anyone reading this, don't take my word for it, look up the most profitable financial institutes in the world, they are insurance companies..don't feel sorry for them as they are making an absolute mint on all of us. Whilst offering a tin pot service in return. Minimum pay to staff and maximum profit on customer is the name of the game.

Ken · 2 December 2018

★★★★★ 1/5

Trustpilot

Covea Insurance should be avoided at…

Covea Insurance should be avoided at all costs!!!!.After an incident with my vehicle over a week ago i am still in the dark with what is going on?.My car had been through water and sucked up water into the engine, the vehicle was recovered quite promptly (Only good thing this company did), the day after i rang Covea to ask what would happen, they said it would be picked up for investigation and they would ring me back once the car had been recovered by the Salvage company, NEVER RANG BACK!!!, so i rang them, they told me the vehicle would be a total write off due to water into engine but needed to investigate, the next day (3 days after the event), got a letter to say the vehicle was a total write off and they would have a settlement figure for me within 5 Days!!!, Rang Covea for the third time, to see where my car was and if the investigation had taken place, GET READY!!!!!!!, they said they had got the pictures of the car but they had sent the wrong type of investigation company out!!!, and was again waiting for the report, i asked how long this would take, they didn't have a clue, so after 6 days of ringing them i am still without my car, courtesy car or a settlement figure, i have hired a car costing me over £200.00 per week, and they won,t cover the cost!!!!, the best part of all this is the fact that Covea Insurance had written my car off without knowing the value of the car without doing an investigation???, i am still in the dark after further phone calls, and requesting a manager calling, i have rang the broker LLoyds bank car insurance, and everyone of them have left me with no car to get to work, No settlement figure, they won't even tell me where the vehicle is???, my last option is Lloyds head office and then the governing body for insurance companies.Lloyds insurance should be ashamed to be selling this companies policies!!!!!!.Anyone who reads this should avoid Covea insurance at all costs, pay the extra and go with a well reviewed company.By the way still in the dark with my car!!!!!!!!,Just an update, about the dreadful service!!!!!, the car has now been moved to BMW, but Covea won't allow them to touch the car, until Covea's engineer is available to oversee the car being worked on, they say the engineer is available about a week away??, but no confirmed date!!,Covea have not corresponded with BMW and the garage is now telling me there is a £25.00 per day storage charge for holding the vehicle which I will be liable for!!!!!, I have rang Covea everday for the last 3 and half weeks trying to get them to do the work required to find the problem with the car with no joy from both staff and the management, right upto this day 30/11/2018 nearly 1 month from the date of the incident, I don't when the car is due to be repaired or wrote off, the whole situation is affecting my work, home life and Health.PLEASE CHECK YOUR INSURER AND CHANGE AS SOON AS POSSIBLE, HOPEFULLY SOMEONE HIGH UP IN COVEA WILL READ THIS AND THE MANY MORE ONLINE AND DO SOMETHING??, BUT I WOULDN'T HOLD YOUR BREATHE.Well it’s friday night at 19.49, and guess what?, covea or there engineers have again lied about getting in touch with the garage willing to do the work required to sort my claim out, I have spoken with covea and Lloyds today, Lloyds have actually rang covea to see what’s happening, covea’s response was they will ring me and the garage today by 14.30pm to let them know what’s happening, and!!!???, covea rang myself to say they had spoken to the engineers and they would arrange with the bmw garage a slot to do the works, NO CALL AGAIN, that’s 5 times this week I have been lied to by both covea staff and management, this is beyond a joke, I am in contact with the bmw garage and have been to see them and my car today to apologise for all the confusion, never felt so embarrassed!!!, and that’s another day off work, the garage have actually rang covea and say the customer service is disgusting and extremely unprofessional.On a good note covea have agreed to pay the storage charges!!!.I will update Monday when I have rang covea and Lloyds for the one millionth time!!!, about 4 hours phone time!!!!!!.Just another note to add to this post, has Covéa seem to read these reviews, when I went to see bmw Friday, bmw explained to myself about what needed to be done to the car in order for the engine to be diagnosed,bmw need a 3 hour slot booking with themselves to carry out an inspection of the engine, regardless of the Covea engineer being present or not, once bmw have done the diagnosis works they will decide what would need to be done to the vehicle, in order to get the vehicle back on the road, bmw will produce an report and cost to Covéa, then Covéa can make the decision to either have the works done or write the car off?, this process will need to be done in order to keep the warranty on the vehicle and also the warranty on the repairs. Bmw tell me that the cost of storage has already exceeded the diagnosis costs, and that they could have done the works last week if covea had gave them the go ahead?!, I hope covea read this review and get this situation sorted first thing Monday morning??

Richard · 2 December 2018

★★★★★ 5/5

Google

Thanks so much Ellie 10 out of 10

Will · 17 June 2023

★★★★★ 5/5

Google

Lucy was very helpful dealing with my claim.

Sharon · 17 June 2023

★★★★★ 1/5

Trustpilot

I was hit in my car from behind by a…

I was hit in my car from behind by a Covea client, which severely damaged my vehicle. It was clearly their fault, as indicated in the Police report. Covea refused to acknowledge this, until my insurance company's legal representatives got in touch.They then sent an independent valuer to my house who valued my vehicle at approx 1/10 of its market value.They are refusing to answer my emails.This company is a rip off; the default position is to refuse payment, and then when forced to pay as little as possible, after this they are clearly hoping the complaint will go away as dissatisfied customers give up.

Alex · 21 November 2018

★★★★★ 5/5

Trustpilot

So far not good .

So far not good .. had an accident last night.. Saturday .. says ring their 24/7 line.. closed Sunday’s .. false advertising .. you cannot claim on a Sunday so that is not a 365/24/7 claim line !.. hi , to add to your reply , yes , it says 24/7 and then you hold in the phone and it then says closed in Sunday’s and no mention of out if hiurs.. that said .. I have now put my claim through to Karina at Covéa who has been very helpful so I will re review when the car is fixed and hopefully change to 5 stars.So after initially being dissapointed because I couldn’t get through in the Sunday , I rang Monday morning , spoke to a brilliant lady who gave great customer service and sorted the repair . Got a confirmation letter the next day plus the car picked up . I was fully kept in touch with the progress of the repair and it was less than a week and delivered back .Great service from beginning to end , in fact the best service I’ve ever had from an insurance company .highly recommend .

Dave · 18 November 2018

★★★★★ 1/5

Trustpilot

After a break in to our home and being…

After a break in to our home and being given a settlement I have now been called to say that they no longer offer settlements in such a process I need to have a second telephone call regarding details of the break in - of which they cannot organise for over a week. Really want to draw a line in the sand with the whole ordeal and Covea continue to drag the situation out. Really poor service after being offered one thing and then asked I need to reevaluate everything I again because of their uncertainty. Despite sales receipts for most of my items they make out like I am being dishonest.

Dan · 12 November 2018

★★★★★ 5/5

Trustpilot

I just spoke to Saymira in Reading

I just spoke to Saymira in Reading, she was really polite and helpful and dealt with my query quickly and efficiently.

Deb · 18 January 2022

★★★★★ 5/5

Trustpilot

Claim. Operator Bethany was clear and patient…

Operator Bethany was clear and patient as I was nervous. Would recommend in future, repair shop phoned me 5 mins after Bethanys call.

Mr · 20 September 2021

★★★★★ 1/5

Trustpilot

Pathetic service

Pathetic service! Someone hit my car whilst it was parked six months ago... Covea lost the first claim and after 3 months finally sent someone out to photograph the damage. 6 weeks later I was informed that they were prepared to repair the car and would send me a list of repairers so that I could book the car in for repair. Since then - nothing!! Six months on, my car is still damaged and when I try to speak to them on the phone, it takes a minimum of 45 minutes to get through. Would not recommend them to anyone!!!

Geraldine · 24 October 2018

★★★★★ 1/5

Trustpilot

It’s not so long ago that I gave Covea…

It’s not so long ago that I gave Covea a glowing report for their speed in settling my own claim when my car was written off in an accident. However I was shocked today to receive a final demand letter from Direct Line saying Covea apparently have not responded to them re the other party’s injury claim, so we are now liable for over £5000 compensation for injuries sustained by the driver of the other car. Covea haven’t even been in touch with me about this either.We are old age pensioners and at our wits end over this, they say we have to pay this amount within 14 days or they will take legal action against us. It’s very distressing and don’t know what to do.

Terry · 21 October 2018

★★★★★ 5/5

Trustpilot

Your colleagues today were very professional, prompt and supportive. Helpfully through questions etc.

Your colleagues today were very professional and caring and helped me over a long call to sensitively take my enquiries. Patiently., as I am slightly deaf, they were polite and even spoke up clearly. The young claims Coves Colleague, even slowly spelled out any links etc. Sorry, I forget his name. Mt Stephen Joyce. Glasgow.

Stephen · 11 July 2023

★★★★★ 1/5

Trustpilot

I am having exactly the same experience…

I am having exactly the same experience as Jaypal Seehra relating to a no-fault claim from an incident in a car park on July 31 2017. To make matters worse, my insurance is with Saga, who have delegated cover to Covea, and take no resposibility for progressing of claims. As a result, because these is an open claim, my renewal premium with Covea is sharply increased and other insurance companies are reluctant to make competitive offers. It seems that dragging their feet is entirely in Covea's interests.

David · 21 September 2018

★★★★★ 5/5

Trustpilot

The service I received from Anya Hale…

The service I received from Anya Hale was exceptional. The process of getting my car fixed to organising a hire car was made simple and painless by Anya.Thank you

Nicholas · 10 March 2020

★★★★★ 4/5

Trustpilot

Paid out - ok

They underwrite my April UK Insurance for accident and loss of earnings. I researched reviews before taking this out. It was a slow process to claim, ( i broke my pelvis in a bike accident) but they did as advertised and i am paid out at a time when i most needed it. It did take five weeks. From an objective customer care point, it does feel like they don't believe you from the second you open the claim. But we got there

Andrew · 29 August 2018

★★★★★ 1/5

Trustpilot

contents insurance -a laugh !

Having our house contents insurance thru Swinton insurance (Covea). Tried to make a claim for our laminate flooring where one of our grandkids had spilled a drink and it wasn’t noticed and the flooring swelled and split. They are saying that it’s a “fixture & fitting” and therefore not insured thru the contents but requires building insurance to be covered!! We rent our house, why would we require building insurance! So basically most of our rooms floor coverings are not covered for accidental damage. If it was carpets?!? Nowhere in their small print can we find this clause.!?! Another scamming insurance company! Keep taking your money and basically weedle their way out of paying out in every case

Jane · 28 August 2018

★★★★★ 5/5

Trustpilot

Patricia Jefferson was extremely…

Patricia Jefferson was extremely helpful and very efficient. She explained everything clearly and was very straight forward. She deserves a bonus. Thank you

Gavrav · 2 September 2021

★★★★★ 5/5

Trustpilot

Joe was absolutely fantastic from start…

Joe was absolutely fantastic from start to finish on helping me with my enquiries. He went above and beyond to help me thank you Joe brilliant

A customer · 16 January 2021

★★★★★ 5/5

Trustpilot

5 Star

Emma was very helpful and very fair

Joan · 5 July 2023

★★★★★ 1/5

Trustpilot

MONEY FOR NOTHING and in dire straits!

Covea Home Insurance was brokered via Swinton.Last weekend at 6.25am we were awoken by the dog who had heard a strange noise. On investigation we found that the bathroom was flooding. We isolated the water mains and on investigation found that the toilet cistern had spontaneously cracked causing loss of all the water contents and obviously continual attempt to refill (onto the floor!) via the cistern. We found that the water was coming through the kitchen ceiling (below the bathroom) and flooding onto the laminate floor and also in to the light fitting and into the dishwasher which threw up an error message.Saving Covea potential money we threw out the bath room carpeting which was wicking the water. Then dried up the kitchen floor and drained water out of the dish washer. Luckily the B&Q kitchen grade laminate flooring was fine and the dish washer eventually responded to the controls again saving Covea more potential claim payout (you’re welcome Covea!!)We, mistakenly, thought well at least we are insured. Swinton advised that Covea had a 24hr line but we found out that this is not so and apart from an answering machine, is only covered normal office type hours. On Monday I managed to contact Covea and Mandie Smyth, the Claims Handler processed the claim. She asked for photographs of the damaged cistern, state of bathroom, replacement quotes etc. which I duly emailed to her.Yesterday Mandie phoned to say that, having spoken to her supervisor, COVEA WOULD NOT PAYOUT FOR ACCIDENTAL DAMAGE AND REPLACEMENT OF THE CISTERN/TOILET BECAUSE TO BE AN ACCIDENT WE WOULD HAVE TO SHOW THE REASON FOR THE DAMAGE. I pointed out that if I had accidentally hit the cisternwith a hammer they would pay up - yes! They would pay for like for like carpet flooring but as there is a £250 excess this would be negated. There would have only been a £100 excess on the accidental damage leaving Covea to pay the princely sum of around £300 for replacement toilet and fitting.Mandie passed my resultant complaint onto her supervisor and today I received a phone call from Mr Abid who just reiterated what had already been discussed and adding that all insurance companies adopt (maybe should be “adapt”) this approach.I am writing to Swinton complaints for there assistance and will be taking the matter up with the Financial Ombudsman.********************************* CAVEAT EMPTOR ******************************

Philip · 4 August 2018

★★★★★ 1/5

Trustpilot

I'd advise anyone to stay well clear of…

I'd advise anyone to stay well clear of this company.After a car accident my vehicle was returned to me in an unsafe condition.The wheel bearing on the impact side had been forced off the hub and they stated "worn discs and pads were making the noise" & " this was mechanical wear and tear" A review carried out over a telephone i may add no striping down and inspecting but again....I'm not surprised.If I'd have driven the vehicle there would've been a serious accident.Even the company delivering the vehicle back to me, on a trailer, we're reluctant to drive it.Fortunately it was trailered to a garage and fixed properly. Please pay a little more and steer clear of these people, as I will in future.Oh and please be aware that the token offer to "..look into it.." that will appear below, Is after they'd issued a letter saying it was their final decision. So though they may look concerned it's simply for show

M · 31 July 2018

★★★★★ 5/5

Trustpilot

We recently had to claim for a third…

We recently had to claim for a third party going into our car and were very lucky to deal with a lovely Claims Specialist called Kerris Gill, who personally took charge of our case. Nothing was too much trouble for her, and she even rang us on a Saturday after I'd left her a message. The whole process took a few months to sort out, but only because the third party were not admitting liability. Covea believed us from the outset when we said it was not our fault and they recovered all our costs for us.

Carol · 22 July 2018