Covea Insurance services Limited Halifax reviews

★★★★★ 5/5

Trustpilot

Probably the easiest claim I have ever made

Probably the most efficient and easy insurance claim I have ever made. Firstly, as soon as my claim was logged I was given the name of my claims handler who would deal with my claim from beginning to end. I was then given access to a very useful portal where I could upload document and photographs, see a full history of my claim to date, and contact my claim handler. Every contact I made was responded to by phone within less than an hour. The claims handler was polite, extremely efficient, and professional. My claim was approved and has been settled within 5 working days with direct transfer to my bank account.I really cannot fault this company and recommend them without hesitation.

JimW · 18 January 2018

★★★★★ 1/5

Trustpilot

The worst insurance I have ever been with

The worst insurance I have ever been with. Hidden behind the name premium choice. Renewed my insurance without actually telling me and then when I had a crash that wasn’t my fault and went down as a none fault claim told me I had to pay my entire years premium to cancel the insurance even though I didn’t even use them I used a solicitor to receive a pay out and no longer even own the vehicle as it was a write off. Keep you on hold for over an hour at a time and have no communication with close premium and other companies involved. Ridiculous do not go with these people !!!

Nat · 16 January 2018

★★★★★ 1/5

Trustpilot

NEVER AGAIN !

NEVER AGAIN !I took buildings insurance out with Covea via AA home insurance.I had never heard of them before and wish to god that this was still the case.I had a leak on my flat roof which, by the roofers opinion, was caused by storm damage. The leak was only discovered last month ( a month before christmas ) when my kitchen ceiling collapsed ! I had 4 quotes for the roof and went with the cheapest ( but reliable ) quote in order to minimize costs, which I considered to be the intelligent way to proceed. The ceiling was repaired by a different contractor. Both the invoice for the roof repairs and ceiling repairs along with a photo of the ceiling prior to repairs emailed to Covea. I had the repairs carried out because I did not relish the prospect of paddling across the kitchen indefinitely throughout winter, particularly over the christmas period.However, Covea are rejecting the claim even though I have had no claim for over 20 years ! The pboto of the ceiling damage, in their opinion, shows a ' long-term problem ' resulting in a large ' chunk ' of a beam missing. However, the photo actually shows a shadow on the beam caused by the kitchen light shining on a piece of the roofing board hanging down in front of the beam. It does not take a genius to see that since the shadow perfectly matches the shape of the piece of board ! They have insisted on a ' paper copy ' of the invoice for the roof repairs giving a complete breakdown of the damage, work needed snd carried out. This was requested from the roofer by Covea directly on 20th December. The roofer advised them that he would send this to me directly and could then be forwarded to them.Howevever, Covea, in the afternoon of the same day, informed me, by telephone, that the claim would be rejected because the work had already been completed, even though I had previously informed them that I was having the work carried out ! The decision to reject the claim was taken even before there had been a chance to submit the paper invoice that they requested. I am sure that this is hardly the action of a reliable and reputable company.I have corresponded via email with the CEO, who now refuses to reply to me, with no explanation ( although it does not take a genius to work out why ) and has instructed me to only correspond with the company via their internal complaints department ( no bias there then I am sure ! )I cannot believe and am absolutely disgusted that they questioned my personal integrity in this matter. Why after all this time would I invent a fraudulent claim ? I am not in the habit of inventing problems and resent the implications.Unfortunately my insurance, which I purchased in good faith, is not due for renewal until May 2018. I will not be renewing. Why would I throw good money after bad in order to pay for the privilege of being virtually called a cheat and a liar ?I did not choose this company. It was chosen by the AA. I have already been in touch with the AA but they are powerless to act on my behalf.My advice to anyone considering insuring with Covea, or being directed towards the company is STAY WELL AWAY !Following the ' investigation ' by Covea's Custome Service Team, the claim for the roof was rejected. However, the claim for my cieling repair valued at £295 was upheld...less the £200 excess. So a total claim valued at £1995 was settled for £95 ! Only one winner there then ! I have now submitted the case to the ombudsmen.

Chris · 14 January 2018

★★★★★ 1/5

Trustpilot

My 78 year old mum had a flood …

My 78 year old mum had a flood downstairs, completely soaking the carpet in her living room. I rang up this morning expecting help only to be given a reference and nothing else. They don’t provide tradesmens details and although I was told I would be sent details of a carpet cleaning company nothing has arrived. I have had to take the day off, spend 2 hours trying to find a plumber and buy a carpet cleaner to suck up all the water.If it was up to Covea, she would be sitting in her lounge with soaking carpet. I was told when I rang up that the excess would be £700.What do you pay for?

Cath · 11 January 2018

★★★★★ 1/5

Trustpilot

I am putting this review up after …Totally disgusting treatment and very poor comunications

I am putting this review up after taking over the claim my wife started 6 months ago when she was hit by another car which crossed over lanes in front of her to exit on a roundabout. Although clearly the other party's fault no one else stopped ( peak time ) to act as a witness. With no admission of fault from the other driver it turned into one against the other. My wife was virtually directed into going along legal insurance route as she had this cover and was told this was the best option of pursuing the claim. 6 months later we are now in the same position with no admission from the other party and the legal insurance washing their hands and passing it all back to COVEA. The only problem being COVEA started saying the case was closed which is where I took over. Many non answered and non returned phone calls and emails later, we have even threatened the Ombudsman with no apparent effect. Today I finally got through to COVEA's complaints team who say if we put it on a informal internal route then we should get things moving in 3 days if we want to go the official route it will take 8 weeks!!!! We will get this claim sorted and we will be going elsewhere for the renewal especially after being told if we accept 50-50 the premium will go up even with protected NCD. How does that work?? Basically blackmailing us into dragging the whole process out even further when their insurance colleagues have already wasted 6 months trying to do the very same thing. The only people better of with this companies insurance and the way they deal with it are COVEA ( underwriters ),IGO4 ( Brokers ) and CoPlus ( the Legal Insurance ) all a bunch of crooks in my opinion and I would never use them or recommend them to anyone for anything!!!Worth taking a look at the boiler plate responses to all the complaints as it shows the level of interest they have in their customers!!!

Subseauk · 5 December 2017

★★★★★ 1/5

Trustpilot

Dear god the reviews are correct.

Imagine my disappointment after googling covea and seeing this. I knew something was up after a week of just trying to speak to someone. After 5 further calls to register a claim I still haven't even got a claim number. The claim was taken by them six weeks ago. Asked to speak to customer services who then emailed me saying how can we help, well after two weeks they have done nothing. They can't even answer an email which they sent me asking to help. Excuse after excuse. I cannot find words to express just how bad they are. Please don't waste your money, you will regret it. Customer service just doesn't get this bad. I really am aghast, it's almost laughable.I mean have you actually seen the covea building, what are you people doing in there? Is the whole building yours or do you just rent the cleaners cupboard?Oh and just to speed up the little customer service reply from them here Is my question..... again."When are you fixing my vehicle?"

Hubba · 30 November 2017

★★★★★ 1/5

Google

Claim submitted 4 weeks ago, the only phone contact is them calling me THREE times for my personal details, as they “were lost… again”. Great data protection guys! Have now emailed customer services. No response. This company itself is a car crash

Big · 16 April 2024

★★★★★ 5/5

Google

After a lengthy and unsucessful attempt to get some sense out of Halifax, I was referred to Covea. Fortunately I was dealt with by Jack who is lucid, articulate, knowledgeble and friendly. What a relief after the semi-literate mrons I tried …

Robert · 16 April 2024

★★★★★ 5/5

Trustpilot

Conor was very informative

Conor was very informative, and answered my questions clearly.

Chris · 11 April 2023

★★★★★ 1/5

Google

Never use this company for insurance it’s a scam or always make sure through another provider this company isn’t involved never pays for anything they are liars

M · 22 December 2024

★★★★★ 1/5

Trustpilot

DO NOT INSURE WITH THIS COMPANY!!!!!!!!!!!

DO NOT INSURE WITH THIS COMPANY!!!!!!!!! I insured my van with this company. My van keys had been stolen and therefore I just needed a replacement van in the time being of it being fixed for a new replacement key. NOW, I called the EMERGENCY LINE, key word EMERGENCY and i was on hold for AN HOUR???? What kind of way is that to handle an emergency situation, I had other things stolen so how is that in any way efficient or good service?!?! After FINALLY picking up, they SAID they would arrange a courtesy van which I NEEDED as I use it for work. IT HAS BEEN 2 DAYS AND STILL NO VAN, 2 DAYS????? Absolutely disgusting service, at one point I even spoke to someone to help me AFTER SPENDING 2 HOURS ON CALL and they put the phone down. This issue is still to be resolved which I am seriously angry about. I WOULD NOT INSURE WITH THIS COMPANY EVEN IF THEY GAVE IT TO ME FOR FREE! It is terrible service and a BIG RIP OFF.

Tania · 4 October 2017

★★★★★ 1/5

Trustpilot

Diorganised and unhelpful.

Over two months ago my car was hit whilst it sat parked outside my house. The driver failed to stop. This obviously upset me but as I knew I had taken out comprehensive cover I felt safe that everything would be sorted out in a matter of weeks. At present my car is still sitting parked outside my house with a huge dent in the rear door and wheel arch.I'll try to condense the facts, it's still going to be an essay but I would like to forewarn anyone thinking about taking out insurance with Covea - through Swinton via a comparison website.Within the hour of it happening I rang the insurance company. The lady gave me a phone number of the closest garage that they used. I asked if I could use my local garage but was told that doing so would cause the process to be drawn out. She assured me that the garage would contact me within a couple of days.Four days later I had a call from them to book my car in. Later that day I realised that no courtesy car had been discussed which would have left me stuck, with my dog, in Swansea. I attempted to call the garage back on the number I was given. The number didn't work. I googled the garage for an alternative number but there wasn't one. I rang my insurers back and was told they would contact them again. A few days later I rang my insurers again and was told they couldn't contact them either. At this point I expressed that sending my car off to a garage miles away that couldn't be contacted even by the insurance company didn't inspire confidence in me.I was then told they would instruct a different garage to contact me. I waited and waited but no phone call was received. I rang the insurers again to enquire what was happening and to lodge a complaint.They apologised profusely and said they would again get them to contact me.Finally I had a phone call, whilst I was out walking the dog. They didn't leave a number but told my son I should contact them. I used 1471 and got through to a garage, the original garage that I stated I wouldn't use. The lady on the phone was adamant that they hadn't rung me earlier and the last contact they had with me was when we initially spoke in August.A week after returning from a trip to Portugal I rang my insurers again to update them and ask if any progress was being made on my complaint. I was told that no complaint had been logged and the young man on the phone implied that no progress had been made because I had 'gone quiet' for a few weeks. I told him that I now wanted to take it to my own garage and he informed me that pictures would first need to be taken of the damage, which could take a few days before they sent a man out, or he could text me a link for me to send the pictures. I opted for the latter. I was assured that he would do this on ending the call. So I waited, nothing all day. This morning I rang again. They had the wrong number. I gave them the right number and was again assured that the text would come through. Obviously the reason I am sitting at my pc ranting instead of photographing the damage to my car is that it didn't.I have spent nearly four hours in queues and conversations on the phone . In all honesty, dealing with Covea has been a more stressful experience than the accident itself. I will now be taking it further as clearly trying to communicate with the company by phone is getting me nowhere.

Louise · 3 October 2017

★★★★★ 5/5

Trustpilot

Josh was jolly and fun to talk with

Josh was jolly and fun to talk with! Helped quickly and efficiently. It was so nice to talk to a real human!

Amelia · 31 August 2021

★★★★★ 5/5

Trustpilot

Thugs to begin with...

It's a shame, can't give a crossed over star to this ignorant company! Was unfortunate to be involved in a car accident in May when on vacation in the UK when one of their policyholders bashed in to my rental car. To me, a pretty straight forward issue, the other driver admitted full liability for the accident, both to me and to the Police and there was an eyewitness who saw everything who as well had no doubdts about who was to blame. Still, Covea do theit very best to avoid pay out to the car hire company I.E the hire company have taken my deposit, £ 1.250 from my credit card I.E insane interest are ticking and to be paid by me! I've sent a number of mails to Covea but no respons, they don't give a toss... I could call them a number of names! It's unbelievable how a company can behave like this! This is not a company anyone should do any kind of business with, they are thugs and dishonest people trying to rip everyone off. OK, i know, this is in the UK, different country and different rules but here in Sweden, this issue would have been sorted within two weeks, tops and a bad insurance company as Cove would have their permit to act in that business would have been revoked. Do right, sort my matter and save me from bleeding insane interest, I'm not to be blamed and punished here, your policyholder is!E D I T!After some kicking and biting on senior level I have to reconsidder my review, now I could not say anything less than "second to none" but isn't it a shame, day to day staff drag the entire business down into deep s**t! My very best advice, as it seems the company really do want to do right, tune the workstaff so everyone work as the seniors! It was a really bad experience, not easy to communicate in a foreign language, not fully understand yhe local law but at the end, Covea as good as anyone can expect from any insurance company so thank you, you have earned your new review, FIVE STARS!

Peter · 22 September 2017

★★★★★ 1/5

Trustpilot

Worst insurance company i have ever …

Worst insurance company i have ever used. I will never use them again. Mid term they called me to tell me i missed my direct debit when i paid in full, they threatened to cancel my policy.I had a non fault claim that they got fixed but left a lot of things untouched and claimed they were not accident related. My car came back with more damage on it than it left with. It took them nearly 3 months to get the car repaired and they never got back to me about anything ever. I had to chase them up for everything. They refused me a courtesy car even though i paid for one and it was a third party claim anyway so they could claim it back. They refused to send the car to a garage of my choice. My car is worth £44500.00 and they sent a recovery vehicle who refused to give me any paperwork for my car i had to photograph everything including him and his vehicle to make sure i had some sort of proof.

Adam · 21 September 2017

★★★★★ 5/5

Trustpilot

I was burgled at the end of May 18 and…

I was burgled at the end of May 18 and had my car keys taken from within the house and then my car was stolen too. Mark Hoddington dealt with my claim. He was very professional, courteous and sensitive to how I felt. He authorised new keys for all my locks and other losses too. He was efficient and I am going to stay with Covea when my home insurance is renewed in August 18.Debbie Clark 21 July 18

Customer · 21 July 2018

★★★★★ 1/5

Trustpilot

Steer clear

Currently have an ongoing car insurance claim. I was hit by a European lorry driver a month ago. It took them three weeks to collect my car for repairs and on Monday 10th July I was informed by my insurance broker the car was a total loss. Covea are yet to even tell me this 1 week later and I've heard absolutely nothing from them. I've tried calling several times but unless you have at least 30 minutes of your day to spend on hold it's futile. This is by far the worst car insurance company I've ever had the misfortune to experience. Zero updates, I had to report the claim twice because they couldn't find a record of my initial call and they have absolutely no interest in their customers. Avoid! Update - yesterday I received a call to tell me my car was a 'total loss'...how ironic given I've posted this. I've since made a complaint about the way my claims been handled..Covea give your staff some training! Update your paying customers regularly and do not assume because you deal with this every day that's it's okay to inform customers in a 'nobody cares' fashion their car is a write off. Your staff have absolutely no clue how a huge accident and subsequent loss of car is going to affect them.

Becca-Frankie · 19 July 2017

★★★★★ 1/5

Trustpilot

WARNING

WARNING, DO NOT EVEN CONSIDER THIS COMPANY !My advice. Please go to a larger more reputable company for your insurance. This company took my premiums but having submitted a very valid claim for roof repairs, with evidence they refused point blank quoting a clause in their policy which basically protects them from any claims i.e. normal weather, poor repairs by somebody else, materials unacceptable etc. etc. My house is only 16 years old !Take my advice and stay well clear. The sad part is hundreds of people will be insured with this company thinking that they'll be covered in the event of an emergency, they won't be ! Go and speak to a reputable company with good intentions to insure you.R BD.

Billy · 19 July 2017

★★★★★ 5/5

Trustpilot

Brilliant customer service

Brilliant customer service. Phone operator Elise was very professional and well mannered. Elise was able to answer my questions effectively. Thank you.

Sarah · 11 August 2021

★★★★★ 5/5

Trustpilot

Positive Feedback

I was in despair regarding compensation for my garage door which was badly damaged by one of their clientscar I had not heard anything from Covea regarding compensation for a month however I was in luck when I had the fortune of speaking with Ellia in the Property Damage Department.She took full control was professional ,courteus ,enthusiastic ,knowledgeable,an absolute asset to Covea Insurance.The claim was concluded within 24 hours from speaking with Ellia.Thank you so much.Ian M Haddow

Ian · 29 January 2019

★★★★★ 1/5

Trustpilot

Appalling customer service

Appalling customer service. Ii had a car accident and submitted a claim…..heard noting until i threatened to go to the ombudsman. Come renewal time, there was no communication. I sent emails asking for a response…. Total radio silence. AVOID

Adams · 3 June 2024

★★★★★ 5/5

Trustpilot

Spoke to Anya about our no fault claim…

Spoke to Anya about our no fault claim found her to be very professional and so nice and had everything sorted out in no time . Would recommend this company

Annette · 24 January 2019

★★★★★ 5/5

Trustpilot

Anya is definitely the nicest call centre person on the planet.

Never had a car accident before. Spoke to a lovely young lady called Anya who was absolutely brilliant. She (very patiently) explained everything in a way I could understand and was very understanding of me and really helpful. I have ADHD and it's often difficult for me to have conversations with people I don't know, but she was just the sweetest person. Can't say enough good things about her. Many thanks,

Louise · 25 May 2021

★★★★★ 1/5

Trustpilot

AVOID AT ALL COSTS

AVOID AT ALL COSTS! They refused our insurance claim of a leak and they have a clause that states anything that is faulty workmanship is not covered, they can basically reject any claim that is to do with a property by saying it was faulty workmanship. This company with screw you over DO NOT go with them.

Scott · 22 March 2023