Below you'll find useful websites and telephone numbers that can provide you additional support.
External Support Available
Shout
If you’re feeling low, anxious, overwhelmed, or suicidal – we are here for you
Hours
24/7 - 365 Days
Text 'SHOUT' to 85258
Phone
Website
Samaritans
Confidential support on any issue. Whatever you're going through, Samaritans will face it with you.
Hours
24/7 - 365 Days
116 123
Phone
Website
Surviving Economic Abuse
For help and support for anyone (or those supporting them) who has someone else controlling their finances to exert power, and/or control.
Hours
N/A
N/A
Phone
The Silver Line
A free confidential telephone service for people aged 55 or over. Providing friendship, conversation and support.
Hours
24/7 - 365 Days
0800 470 8090
Phone
Website
AgeUK
A free, confidential information and advice service for older people, as well as their families, friends, carers and professionals.
Hours
Mon-Sun: 8:00am - 7:00pm
0800 678 1602
Phone
Website
ageuk.org.uk
Alzheimer's Society
Supporting people living with or caring for those with dementia.
Hours
Mon-Wed: 9am - 8pm
Thurs-Fri: 9am - 5pm
Sat-Sun: 10am - 4pm0333 150 3456
Phone
Website
Carers Trust
Partners with a network of local carer organisations to ensure unpaid carers have access to support, advice and resources.
Hours
N/A
N/A
Phone
Website
We always aim to provide a first-class service to our customers, but we understand that sometimes things don’t go as expected, and when that happens, we want to put it right quickly and fairly.
We take every complaint seriously. It helps us not only resolve your concern but also improve the service we provide to all our customers.
In some cases, your broker may be able to resolve your concern directly, so please contact them first if you can.
If you’d prefer to contact us, please get in touch using the option that’s easiest for you listed below — and remember to include your policy or claim number so we can help you more quickly.
Acknowledgement of your complaint
We'll send you written confirmation acknowledging your complaint within 5 business days.
If we resolve your complaint within these 5 business days you'll receive a Summary Resolution Letter instead confirming that your complaint has been fully resolved.
If we haven't resolved it with in this timescale, you'll continue to receive updates from us as we progress in our investigations until we issue our final response.
Providing you with our final response
Once we have completed our investigations we will write to you with our decision explaining the reason(s) for it and will conclude our Internal Complaints Procedure.
We make every effort to provide you with our final response within 8 weeks from the date we receive your complaint, but if we're unable to, we'll explain why and let you know when we expect to be able to give you a final response.
Financial Ombudsman Service
If you are unhappy, or we haven't provide you with our final response within 8 weeks of receiving your complaint, you may be entitled to refer your complaint to the Financial Ombudsman Service who's details are provided below.
Any referrals must be made within 6 months of receiving our final response letter.
Acknowledgement of your complaint
We'll send you written confirmation acknowledging your complaint within 5 business days.
If we resolve your complaint within these 5 business days you'll receive a Summary Resolution Letter instead confirming that your complaint has been fully resolved.
If we haven't resolved it with in this timescale, you'll continue to receive updates from us as we progress in our investigations until we issue our final response.
Providing you with our final response
Once we have completed our investigations we will write to you with our decision explaining the reason(s) for it and will conclude our Internal Complaints Procedure.
We make every effort to provide you with our final response within 8 weeks from the date we receive your complaint, but if we're unable to, we'll explain why and let you know when we expect to be able to give you a final response.
Financial Ombudsman Service
If you are unhappy, or we haven't provide you with our final response within 8 weeks of receiving your complaint, you may be entitled to refer your complaint to the Financial Ombudsman Service who's details are provided below.
Any referrals must be made within 6 months of receiving our final response letter.
- Regulatory complaints category:General Insurance & Pure ProtectionMain cause of complaintsDelays/Time ScalesPercentage upheld49%Percentage closed after 3 days but within 8 weeks76%Percentage closed within 3 days18%Number of complaints closed2,513Number of complaints opened2,484Number of complaints opened by volume of business1.35 complaints per 1,000 policies in force
The following data details the volume of complaints reportable to our regulator for the reporting period noted below.
Firm Name:
Covea Insurance
Other firms included in this report(if any):
Covea Life Limited, Sterling Client Services Limited.
Period covered in this report:
1st January 2025 - 30th June 2025
Below, you'll find contact details for our complaint departments.
You can also contact us using our 'Contact Us' form here.
For complaints relating to Personal Protection, Pet or Life
Complaints Phone Line:
0330 134 8500
Email Address:
For complaints relating to Standard Home
Home Complaints Phone Line:
01422 286 306
Email Address:
For complaints relating to Motor (excluding Motor Trade)
Motor Complaints Phone Line:
01422 286 406
Motor Complaints Phone Line:
For other complaints including Commercial and Private Clients
Complaints Phone Line
0330 221 0444
Existing Claims Phone Line:
The Financial Ombudsman Service is a free service available to consumers for the impartial resolution of complaints.
You may contact them at any stage of your complaint, however there are a few instances where they will not be able to assist and they will confirm if your complaint is eligible when you contact them.Write to
Financial Ombudsman Service
Exchange Tower, London, E14 9SRPhone
0800 0234567
We sincerely hope that matters will not reach this stage, but if they do, we agree to fully co-operate with any investigation.
If your complaint is reviewed by the ombudsman, we will be bound by their decision, if you accept it.
Following our Internal Complaints Procedure and seeking a review from the Financial Ombudsman Service does not affect your right to take legal action.
You can use Convo, a free service that connects deaf people with a qualified British Sign Language (BSL) interpreter, allowing you to communicate with us easily at any time.
To get started, simply visit the Convo website and create an account. You’ll need a webcam or a mobile phone positioned so the interpreter can see you.
When you’re ready, the interpreter will contact our team by phone and relay the conversation, so you can speak with us directly in BSL.
Relay UK is a free service to help those with hearing or speech difficulties to communicate over the phone.
If you have difficulty hearing, a Relay Assistant will type what the other person is saying. If you have difficulty speaking on the phone, a Relay Assistant can also speak the words you type so that you can communicate with us in real time.
Once you have set up Relay, simply add the prefix ‘18001’ before the number of the team you want to contact.
Rethink Mental Illness
Offering practical help and advice on mental health issues.
Hours
Mon-Fri: 9:30am - 4pm
Phone
0808 801 0525
Website
Mind
Offering help and support with mental health.
Hours
Mon-Fri: 9am - 6pm
Phone
0300 102 1234
Website
Money Wellness
Free advice and support to improve financial wellbeing. Helping you to live more & stress less.
Hours
Mon-Fri: 8am - 8pm
Sat-Sun: 10am - 4pmPhone
0161 518 8285
Website
National Debtline
Free independent support and advice. If you’re struggling with debt, we’re here to help.
Hours
Mon-Fri: 9am - 8pm
Phone
0808 808 4000
Website
Blue Cross
Help and support with a range of pet challenges, including pet loss.
Hours
Mon-Sun: 8:30am - 8:30pm
Phone
0800 096 6606
Website
Brake
Here to support people bereaved and seriously injured by road crashes.
Hours
Mon-Fri: 10am - 4pm
Phone
0808 800 0401
Website
Cruse
Expert bereavement and grief support.
Hours
Mon: 9.30am - 5pm
Tues: 1pm - 8pm
Wed-Fri: 9.30am - 5pmPhone
0808 808 1677
Website
Respect
Supporting men affected by domestic abuse.
Hours
Mon-Fri: 10am - 5pm
0808 801 0327
Phone
Website
Refuge
A free and confidential helpline delivered by female advisers, run in partnership with Refuge. Here to listen, support and help
Hours
24/7 - 365 Days
0808 2000 247
Phone
We understand that there may be times when we’re not able to provide the support you need.
To help, we’ve put together a list of organisations that offer specialist support and guidance.
Additional Support
Claims Contact Numbers
Commercial Combined
New Claims Phone Line:
0330 024 2246
Existing Claims Phone Line:
e-Trade Commercial Combined
New Claims Phone Line:
0330 024 2266
Existing Claims Phone Line:
Motor Fleet
New Claims Phone Line:
0330 024 2230
Existing Claims Phone Line:
Motor Trade Combined
New Claims Phone Line:
0330 024 2266
Existing Claims Phone Line:
Motor Trade Internal Risks
New Claims Phone Line:
0330 024 2246
Existing Claims Phone Line:
Motor Trade Road Risks
New Claims Phone Line:
0330 024 2244
Existing Claims Phone Line:
Packaged Offices & Surgeries
New Claims Phone Line:
0330 024 2266
Existing Claims Phone Line:
Packaged Retail & Salons
New Claims Phone Line:
0330 024 2266
Existing Claims Phone Line:
Property Owners
New Claims Phone Line:
0330 024 2266
Existing Claims Phone Line:
Residential Property Owners
New Claims Phone Line:
0330 024 2255
Existing Claims Phone Line:
Real Estate
New Claims Phone Line:
0330 024 2607
Existing Claims Phone Line:
Trades & Professionals
New Claims Phone Line:
0330 024 2266
Existing Claims Phone Line:
Private Car & Commercial Vehicle
New Claims Phone Line:
0330 024 2240
Existing Claims Phone Line:
Standard Home
New Claims Phone Line:
0330 024 2255
Existing Claims Phone Line:
Private Car & Commercial Vehicle Glass Claims
New Claims Phone Line:
0330 024 2270
Existing Claims Phone Line:
N/A
Private Clients - Executive Home
New Claims Phone Line:
0330 134 8186
Existing Claims Phone Line:
Private Clients - Executive Plus
New Claims Phone Line:
0333 130 4586
Existing Claims Phone Line:
Private Clients - Executive Travel
New Claims Phone Line:
0330 311 2874
Existing Claims Phone Line:
N/A
Life & Protection Claims
New Claims Phone Line:
0330 134 8500
Existing Claims Phone Line:
N/A
We want everyone to be able to communicate with us in a way that they can best understand.
We work with DALS who provide interpreting services in over 120 languages including Czech, Mandarin, Polish, Turkish and Urdu.
When you call us, please let our team know which language you speak.
We’ll arrange for an interpreter to join the conversation, ensuring you get the support you need quickly and confidently.
We’re here to get things sorted quickly and fairly.
Our UK-based claims teams are available 24/7, every day of the year. They’re experienced, award-winning, and accredited by the Institute of Customer Service – so you know you’re in safe hands.
To make a claim, simply find your product below and call the number shown.
Need extra support?
Whether it’s translation, sign language or large-print documents, just let us know – we’ll make it easy for you to get the help you need.
How to make a claim
We’re here to get things sorted quickly and fairly.
Our UK-based claims teams are available 24/7, every day of the year. They’re experienced, award-winning, and accredited by the Institute of Customer Service – so you know you’re in safe hands.
To make a claim, simply find your product below and call the number shown.
Need extra support?
Whether it’s translation, sign language or large-print documents, just let us know – we’ll make it easy for you to get the help you need.
Commercial Combined
New Claims Phone Line:
0330 024 2246
New Claims Email Address:
e-Trade Commercial Combined
New Claims Phone Line:
0330 024 2266
New Claims Email Address:
Motor Trade Combined
New Claims Phone Line:
0330 024 2266
New Claims Email Address:
Motor Trade Internal Risks
New Claims Phone Line:
0330 024 2246
New Claims Email Address:
Motor Trade Road Risks
New Claims Phone Line:
0330 024 2244
New Claims Email Address:
Packaged Offices & Surgeries
New Claims Phone Line:
0330 024 2266
New Claims Email Address:
Packaged Retail & Salons
New Claims Phone Line:
0330 024 2266
New Claims Email Address:
Property Owners
New Claims Phone Line:
0330 024 2266
New Claims Email Address:
Residential Property Owners
New Claims Phone Line:
0330 024 2255
New Claims Email Address:
Real Estate
New Claims Phone Line:
0330 024 2607
New Claims Email Address:
Trades & Professionals
New Claims Phone Line:
0330 024 2266
New Claims Email Address:
Private Car & Commercial Vehicle
New Claims Phone Line:
0330 024 2240
New Claims Email:
Standard Home
New Claims Phone Line:
0330 024 2255
New Claims Email:
Private Car & Commercial Vehicle Glass Claims
New Claims Phone Line:
0330 024 2270
New Claims Email:
N/A
Private Clients - Executive Home
New Claims Phone Line:
0330 134 8186
New Claims Email:
Private Clients - Executive Plus
New Claims Phone Line:
0333 130 4586
New Claims Email:
Private Clients - Executive Travel
New Claims Phone Line:
0330 311 2874
New Claims Email:
N/A
Life & Protection Claims
New Claims Phone Line:
0330 134 8500
New Claims Email:
N/A
We want everyone to be able to communicate with us in a way that they can best understand.
We work with DALS who provide interpreting services in over 120 languages including Czech, Mandarin, Polish, Turkish and Urdu.
When you call us, please let our team know which language you speak.
We’ll arrange for an interpreter to join the conversation, ensuring you get the support you need quickly and confidently.
How to make a claim
We always aim to provide a first-class service to our customers, but we understand that sometimes things don’t go as expected, and when that happens, we want to put it right quickly and fairly.
We take every complaint seriously. It helps us not only resolve your concern but also improve the service we provide to all our customers.
In some cases, your broker may be able to resolve your concern directly, so please contact them first if you can.
If you’d prefer to contact us, please get in touch using the option that’s easiest for you listed below — and remember to include your policy or claim number so we can help you more quickly.
Acknowledgement of your complaint
We'll send you written confirmation acknowledging your complaint within 5 business days.
If we resolve your complaint within these 5 business days you'll receive a Summary Resolution Letter instead confirming that your complaint has been fully resolved.
If we haven't resolved it with in this timescale, you'll continue to receive updates from us as we progress in our investigations until we issue our final response.
Providing you with our final response
Once we have completed our investigations we will write to you with our decision explaining the reason(s) for it and will conclude our Internal Complaints Procedure.
We make every effort to provide you with our final response within 8 weeks from the date we receive your complaint, but if we're unable to, we'll explain why and let you know when we expect to be able to give you a final response.
Financial Ombudsman Service
If you are unhappy, or we haven't provide you with our final response within 8 weeks of receiving your complaint, you may be entitled to refer your complaint to the Financial Ombudsman Service who's details are provided below.
Any referrals must be made within 6 months of receiving our final response letter.
- Regulatory complaints category:General Insurance & Pure ProtectionMain cause of complaintsDelays/Time ScalesPercentage upheld49%Percentage closed after 3 days but within 8 weeks76%Percentage closed within 3 days18%Number of complaints closed2,513Number of complaints opened2,484Number of complaints opened by volume of business1.35 complaints per 1,000 policies in force
The following data details the volume of complaints reportable to our regulator for the reporting period noted below.
Firm Name:
Covea Insurance
Other firms included in this report(if any):
Covea Life Limited, Sterling Client Services Limited.
Period covered in this report:
1st January 2025 - 30th June 2025
Below, you'll find contact details for our complaint departments.
You can also contact us using our 'Contact Us' form here.
For complaints relating to Personal Protection, Pet or Life
Complaints Phone Line:
0330 134 8500
Email Address:
For complaints relating to Standard Home
Home Complaints Phone Line:
01422 286 306
Email Address:
For complaints relating to Motor (excluding Motor Trade)
Motor Complaints Phone Line:
01422 286 406
Motor Complaints Phone Line:
For other complaints including Commercial and Private Clients
Complaints Phone Line
0330 221 0444
Existing Claims Phone Line:
The Financial Ombudsman Service is a free service available to consumers for the impartial resolution of complaints.
You may contact them at any stage of your complaint, however there are a few instances where they will not be able to assist and they will confirm if your complaint is eligible when you contact them.Write to
Financial Ombudsman Service
Exchange Tower, London, E14 9SRPhone
0800 0234567
We sincerely hope that matters will not reach this stage, but if they do, we agree to fully co-operate with any investigation.
If your complaint is reviewed by the ombudsman, we will be bound by their decision, if you accept it.
Following our Internal Complaints Procedure and seeking a review from the Financial Ombudsman Service does not affect your right to take legal action.
Sometimes things don’t go as expected, and when that happens, it’s important you tell us.
Your feedback helps us spot what needs improving and makes sure we’re giving you the service you deserve.
At Covéa Insurance, we take complaints seriously.
Our dedicated teams focus on understanding what happened, learning from it, and putting things right as quickly and fairly as possible.
Every complaint is an opportunity for us to improve, strengthen our service, and build greater trust with our customers and brokers.
If something hasn’t met the mark, we’re ready to step in and sort it.
Complaints support
Extra support
At Covéa Insurance, Doing what really matters isn’t just a strapline – it’s who we are.
On this page you’ll find:
-
Information on the different types of support available
-
Guidance on how we can help if English isn’t your first language, or if you’re a BSL user
Our aim is to make your experience with us as clear and straightforward as possible.
If you think you might need additional support, please let us know — we’re here to help.
Translation Services
SignLive is a tool that allows deaf people to communicate with anyone, anywhere and at any time by connecting them with a qualified British Sign Language (BSL) interpreter.
BSL is not only the most common form of Sign Language in Britain - but it also has its own grammatical structure and syntax.
As a language, BSL isn't dependent nor is it strongly related to spoken English. It is an official minority language, meaning it has a similar status to languages such as Welsh and Gaelic.
By partnering with Sign Live, it means that we are able to offer our Deaf customers the ability to speak to us in their chosen language.
DA Languages is a translation service who will provide over the phone translation to our customers.
Signposting
Below you'll find useful websites and telephone numbers that can provide you additional support.
Signposting
Below you'll find useful websites and telephone numbers that can provide you additional support.
Cruse Bereavement Care
Supporting children, young people and adults when someone dies.
Monday and Friday: 9:30am - 5pm
Tuesday - Thursday: 9:30am - 8pm
Saturday - Sunday: 10am - 2pm
Phone: 0808 808 1677
Website: www.cruse.org.uk
Brake
Support for anyone who has been bereaved or seriously injured in a crash or their carers - no matter how long has passed.
Monday - Friday: 10am - 4pm
Phone: 0808 8000 401
Website: www.brake.org.ukMoney Wellness
Help dealing with money worries.
Monday - Thursday: 9am - 8pm
Friday: 9am - 3pm
Phone: 0161 518 8285
Website: www.moneywellness.com
Money Advice
Set yourself on your path to a debt solution.
Monday - Friday: 10am - 4pm
Phone: 0333 242 2438
Website: www.moneyadvice.co.uk/debt-advice
Additional Support
We understand that there may be times when we’re not able to provide the support you need.
To help, we’ve put together a list of organisations that offer specialist support and guidance.
External Support Available
Below you'll find useful websites and telephone numbers that can provide you additional support.
You can use Convo, a free service that connects deaf people with a qualified British Sign Language (BSL) interpreter, allowing you to communicate with us easily at any time.
To get started, simply visit the Convo website and create an account. You’ll need a webcam or a mobile phone positioned so the interpreter can see you.
When you’re ready, the interpreter will contact our team by phone and relay the conversation, so you can speak with us directly in BSL.
We always aim to provide a first-class service to our customers, but we understand that sometimes things don’t go as expected, and when that happens, we want to put it right quickly and fairly.
We take every complaint seriously. It helps us not only resolve your concern but also improve the service we provide to all our customers.
In some cases, your broker may be able to resolve your concern directly, so please contact them first if you can.
If you’d prefer to contact us, please get in touch using the option that’s easiest for you listed below — and remember to include your policy or claim number so we can help you more quickly.
- Regulatory complaints categoryGeneral Insurance & Pure ProtectionMain cause of complaintsDelays/Time ScalesPercentage upheld49%Percentage closed after 3 days but within 8 weeks76%Percentage closed within 3 days18%Number of complaints closed2,513Number of complaints opened2,484Number of complaints opened by volume of business1.35 complaints per 1,000 policies in force
The following data details the volume of complaints reportable to our regulator for the reporting period noted below.
Firm Name:
Covea Insurance
Other firms included in this report(if any):
Covea Life Limited, Sterling Client Services Limited.
Period covered in this report:
1st January 2025 - 30th June 2025
Acknowledgement of your complaint
We'll send you written confirmation acknowledging your complaint within 5 business days.
If we resolve your complaint within these 5 business days you'll receive a Summary Resolution Letter instead confirming that your complaint has been fully resolved.
If we haven't resolved it with in this timescale, you'll continue to receive updates from us as we progress in our investigations until we issue our final response.
Providing you with our final response
Once we have completed our investigations we will write to you with our decision explaining the reason(s) for it and will conclude our Internal Complaints Procedure.
We make every effort to provide you with our final response within 8 weeks from the date we receive your complaint, but if we're unable to, we'll explain why and let you know when we expect to be able to give you a final response.
Financial Ombudsman Service
If you are unhappy, or we haven't provide you with our final response within 8 weeks of receiving your complaint, you may be entitled to refer your complaint to the Financial Ombudsman Service who's details are provided below.
Any referrals must be made within 6 months of receiving our final response letter.
Below, you'll find contact details for our complaint departments.
You can also contact us using our 'Contact Us' form here.
For complaints relating to Personal Protection, Pet or Life
Complaints Phone Line:
0330 134 8500
Email Address:
For complaints relating to Standard Home
Home Complaints Phone Line:
01422 286 306
Email Address:
For complaints relating to Motor (excluding Motor Trade)
Motor Complaints Phone Line:
01422 286 406
Motor Complaints Phone Line:
For other complaints including Commercial and Private Clients
Complaints Phone Line
0330 221 0444
Existing Claims Phone Line:
The Financial Ombudsman Service is a free service available to consumers for the impartial resolution of complaints.
You may contact them at any stage of your complaint, however there are a few instances where they will not be able to assist and they will confirm if your complaint is eligible when you contact them.
Write to
Financial Ombudsman ServiceExchange Tower, London, E14 9SR
Email
complaint.info@financial-ombudsman.org.uk
Phone
0800 0234567
Website
www.financial-ombudsman.org.uk
We sincerely hope that matters will not reach this stage, but if they do, we agree to fully co-operate with any investigation.
If your complaint is reviewed by the ombudsman, we will be bound by their decision, if you accept it.
Following our Internal Complaints Procedure and seeking a review from the Financial Ombudsman Service does not affect your right to take legal action.
Relay UK is a free service to help those with hearing or speech difficulties to communicate over the phone.
If you have difficulty hearing, a Relay Assistant will type what the other person is saying. If you have difficulty speaking on the phone, a Relay Assistant can also speak the words you type so that you can communicate with us in real time.
Once you have set up Relay, simply add the prefix ‘18001’ before the number of the team you want to contact.
Rethink Mental Illness
Offering practical help and advice on mental health issues.
Mind
Offering help and support with mental health.
Money Wellness
Free advice and support to improve financial wellbeing. Helping you to live more & stress less.
National Debtline
Free independent support and advice. If you’re struggling with debt, we’re here to help.
Blue Cross
Help and support with a range of pet challenges, including pet loss.
Brake
Here to support people bereaved and seriously injured by road crashes.
Cruse
Expert bereavement and grief support.
Hours
Mon: 9.30am - 5pm
Tues: 1pm - 8pm
Wed-Fri: 9.30am - 5pmPhone
0808 808 1677
Website
Respect
Supporting men affected by domestic abuse.
Refuge
A free and confidential helpline delivered by female advisers, run in partnership with Refuge. Here to listen, support and help
Shout
If you’re feeling low, anxious, overwhelmed, or suicidal – we are here for you
Samaritans
Confidential support on any issue. Whatever you're going through, Samaritans will face it with you.
Surviving Economic Abuse
For help and support for anyone (or those supporting them) who has someone else controlling their finances to exert power, and/or control.
Hours
N/A
Phone
N/A
The Silver Line
A free confidential telephone service for people aged 55 or over. Providing friendship, conversation and support.
AgeUK
A free, confidential information and advice service for older people, as well as their families, friends, carers and professionals.
Hours
Mon-Sun: 8:00am - 7:00pm
Phone
0800 678 1602
Website
ageuk.org.uk
Alzheimer's Society
Supporting people living with or caring for those with dementia.
Hours
Mon-Wed: 9am - 8pm
Thurs-Fri: 9am - 5pm
Sat-Sun: 10am - 4pmPhone
0333 150 3456
Website
Carers Trust
Partners with a network of local carer organisations to ensure unpaid carers have access to support, advice and resources.
Sometimes things don’t go as expected, and when that happens, it’s important you tell us. Your feedback helps us spot what needs improving and makes sure we’re giving you the service you deserve.
At Covéa Insurance, we take complaints seriously. Our dedicated teams focus on understanding what happened, learning from it, and putting things right as quickly and fairly as possible.
Every complaint is an opportunity for us to improve, strengthen our service, and build greater trust with our customers and brokers.
If something hasn’t met the mark, we’re ready to step in and sort it.
We always aim to provide a first-class service to our customers, but we understand that sometimes things don’t go as expected, and when that happens, we want to put it right quickly and fairly.
We take every complaint seriously. It helps us not only resolve your concern but also improve the service we provide to all our customers.
In some cases, your broker may be able to resolve your concern directly, so please contact them first if you can.
If you’d prefer to contact us, please get in touch using the option that’s easiest for you listed below — and remember to include your policy or claim number so we can help you more quickly.
Acknowledgement of your complaint
We'll send you written confirmation acknowledging your complaint within 5 business days.
If we resolve your complaint within these 5 business days you'll receive a Summary Resolution Letter instead confirming that your complaint has been fully resolved.
If we haven't resolved it with in this timescale, you'll continue to receive updates from us as we progress in our investigations until we issue our final response.
Providing you with our final response
Once we have completed our investigations we will write to you with our decision explaining the reason(s) for it and will conclude our Internal Complaints Procedure.
We make every effort to provide you with our final response within 8 weeks from the date we receive your complaint, but if we're unable to, we'll explain why and let you know when we expect to be able to give you a final response.
Financial Ombudsman Service
If you are unhappy, or we haven't provide you with our final response within 8 weeks of receiving your complaint, you may be entitled to refer your complaint to the Financial Ombudsman Service who's details are provided below.
Any referrals must be made within 6 months of receiving our final response letter.
Acknowledgement of your complaint
We'll send you written confirmation acknowledging your complaint within 5 business days.
If we resolve your complaint within these 5 business days you'll receive a Summary Resolution Letter instead confirming that your complaint has been fully resolved.
If we haven't resolved it with in this timescale, you'll continue to receive updates from us as we progress in our investigations until we issue our final response.
Providing you with our final response
Once we have completed our investigations we will write to you with our decision explaining the reason(s) for it and will conclude our Internal Complaints Procedure.
We make every effort to provide you with our final response within 8 weeks from the date we receive your complaint, but if we're unable to, we'll explain why and let you know when we expect to be able to give you a final response.
Financial Ombudsman Service
If you are unhappy, or we haven't provide you with our final response within 8 weeks of receiving your complaint, you may be entitled to refer your complaint to the Financial Ombudsman Service who's details are provided below.
Any referrals must be made within 6 months of receiving our final response letter.
- Regulatory complaints category:General Insurance & Pure ProtectionMain cause of complaintsDelays/Time ScalesPercentage upheld49%Percentage closed after 3 days but within 8 weeks76%Percentage closed within 3 days18%Number of complaints closed2,513Number of complaints opened2,484Number of complaints opened by volume of business1.35 complaints per 1,000 policies in force
The following data details the volume of complaints reportable to our regulator for the reporting period noted below.
Firm Name:
Covea Insurance
Other firms included in this report(if any):
Covea Life Limited, Sterling Client Services Limited.
Period covered in this report:
1st July 2025 - 31st December 2025
Below, you'll find contact details for our complaint departments.
You can also contact us using our 'Contact Us' form here.
For complaints relating to Personal Protection, Pet or Life
Complaints Phone Line:
0330 134 8500
Email Address:
For complaints relating to Standard Home
Home Complaints Phone Line:
01422 286 306
Email Address:
For complaints relating to Motor (excluding Motor Trade)
Motor Complaints Phone Line:
01422 286 406
Motor Complaints Phone Line:
For other complaints including Commercial and Private Clients
Complaints Phone Line
0330 221 0444
Existing Claims Phone Line:
The Financial Ombudsman Service is a free service available to consumers for the impartial resolution of complaints.
You may contact them at any stage of your complaint, however there are a few instances where they will not be able to assist and they will confirm if your complaint is eligible when you contact them.Write to
Financial Ombudsman Service
Exchange Tower, London, E14 9SRPhone
0800 0234567
We sincerely hope that matters will not reach this stage, but if they do, we agree to fully co-operate with any investigation.
If your complaint is reviewed by the ombudsman, we will be bound by their decision, if you accept it.
Following our Internal Complaints Procedure and seeking a review from the Financial Ombudsman Service does not affect your right to take legal action.
Complaints support
Extra support
At Covéa Insurance, Doing what really matters isn’t just a strapline – it’s who we are.
On this page you’ll find:
-
Information on the different types of support available
-
Guidance on how we can help if English isn’t your first language, or if you’re a BSL user
Our aim is to make your experience with us as clear and straightforward as possible.
If you think you might need additional support, please let us know — we’re here to help.
Translation Services
SignLive is a tool that allows deaf people to communicate with anyone, anywhere and at any time by connecting them with a qualified British Sign Language (BSL) interpreter.
BSL is not only the most common form of Sign Language in Britain - but it also has its own grammatical structure and syntax.
As a language, BSL isn't dependent nor is it strongly related to spoken English. It is an official minority language, meaning it has a similar status to languages such as Welsh and Gaelic.
By partnering with Sign Live, it means that we are able to offer our Deaf customers the ability to speak to us in their chosen language.
DA Languages is a translation service who will provide over the phone translation to our customers.
Signposting
Below you'll find useful websites and telephone numbers that can provide you additional support.
Signposting
Below you'll find useful websites and telephone numbers that can provide you additional support.
Cruse Bereavement Care
Supporting children, young people and adults when someone dies.
Monday and Friday: 9:30am - 5pm
Tuesday - Thursday: 9:30am - 8pm
Saturday - Sunday: 10am - 2pm
Phone: 0808 808 1677
Website: www.cruse.org.uk
Brake
Support for anyone who has been bereaved or seriously injured in a crash or their carers - no matter how long has passed.
Monday - Friday: 10am - 4pm
Phone: 0808 8000 401
Website: www.brake.org.ukMoney Wellness
Help dealing with money worries.
Monday - Thursday: 9am - 8pm
Friday: 9am - 3pm
Phone: 0161 518 8285
Website: www.moneywellness.com
Money Advice
Set yourself on your path to a debt solution.
Monday - Friday: 10am - 4pm
Phone: 0333 242 2438
Website: www.moneyadvice.co.uk/debt-advice
Additional Support
We understand that there may be times when we’re not able to provide the support you need.
To help, we’ve put together a list of organisations that offer specialist support and guidance.
External Support Available
Below you'll find useful websites and telephone numbers that can provide you additional support.
You can use Convo, a free service that connects deaf people with a qualified British Sign Language (BSL) interpreter, allowing you to communicate with us easily at any time.
To get started, simply visit the Convo website and create an account. You’ll need a webcam or a mobile phone positioned so the interpreter can see you.
When you’re ready, the interpreter will contact our team by phone and relay the conversation, so you can speak with us directly in BSL.
We always aim to provide a first-class service to our customers, but we understand that sometimes things don’t go as expected, and when that happens, we want to put it right quickly and fairly.
We take every complaint seriously. It helps us not only resolve your concern but also improve the service we provide to all our customers.
In some cases, your broker may be able to resolve your concern directly, so please contact them first if you can.
If you’d prefer to contact us, please get in touch using the option that’s easiest for you listed below — and remember to include your policy or claim number so we can help you more quickly.
- Regulatory complaints categoryGeneral Insurance & Pure ProtectionMain cause of complaintsDelays/Time ScalesPercentage upheld49%Percentage closed after 3 days but within 8 weeks76%Percentage closed within 3 days18%Number of complaints closed2,513Number of complaints opened2,484Number of complaints opened by volume of business1.35 complaints per 1,000 policies in force
The following data details the volume of complaints reportable to our regulator for the reporting period noted below.
Firm Name:
Covea Insurance
Other firms included in this report(if any):
Covea Life Limited, Sterling Client Services Limited.
Period covered in this report:
1st January 2025 - 30th June 2025
Acknowledgement of your complaint
We'll send you written confirmation acknowledging your complaint within 5 business days.
If we resolve your complaint within these 5 business days you'll receive a Summary Resolution Letter instead confirming that your complaint has been fully resolved.
If we haven't resolved it with in this timescale, you'll continue to receive updates from us as we progress in our investigations until we issue our final response.
Providing you with our final response
Once we have completed our investigations we will write to you with our decision explaining the reason(s) for it and will conclude our Internal Complaints Procedure.
We make every effort to provide you with our final response within 8 weeks from the date we receive your complaint, but if we're unable to, we'll explain why and let you know when we expect to be able to give you a final response.
Financial Ombudsman Service
If you are unhappy, or we haven't provide you with our final response within 8 weeks of receiving your complaint, you may be entitled to refer your complaint to the Financial Ombudsman Service who's details are provided below.
Any referrals must be made within 6 months of receiving our final response letter.
Below, you'll find contact details for our complaint departments.
You can also contact us using our 'Contact Us' form here.
For complaints relating to Personal Protection, Pet or Life
Complaints Phone Line:
0330 134 8500
Email Address:
For complaints relating to Standard Home
Home Complaints Phone Line:
01422 286 306
Email Address:
For complaints relating to Motor (excluding Motor Trade)
Motor Complaints Phone Line:
01422 286 406
Email Address:
For other complaints including Commercial and Private Clients
Complaints Phone Line
0330 221 0444
Existing Claims Phone Line:
The Financial Ombudsman Service is a free service available to consumers for the impartial resolution of complaints.
You may contact them at any stage of your complaint, however there are a few instances where they will not be able to assist and they will confirm if your complaint is eligible when you contact them.
Write to
Financial Ombudsman ServiceExchange Tower, London, E14 9SR
Email
complaint.info@financial-ombudsman.org.uk
Phone
0800 0234567
Website
www.financial-ombudsman.org.uk
We sincerely hope that matters will not reach this stage, but if they do, we agree to fully co-operate with any investigation.
If your complaint is reviewed by the ombudsman, we will be bound by their decision, if you accept it.
Following our Internal Complaints Procedure and seeking a review from the Financial Ombudsman Service does not affect your right to take legal action.
Relay UK is a free service to help those with hearing or speech difficulties to communicate over the phone.
If you have difficulty hearing, a Relay Assistant will type what the other person is saying. If you have difficulty speaking on the phone, a Relay Assistant can also speak the words you type so that you can communicate with us in real time.
Once you have set up Relay, simply add the prefix ‘18001’ before the number of the team you want to contact.
Rethink Mental Illness
Offering practical help and advice on mental health issues.
Hours
Phone
Website
Mind
Offering help and support with mental health.
Hours
Phone
Website
Money Wellness
Free advice and support to improve financial wellbeing. Helping you to live more & stress less.
Hours
Phone
Website
National Debtline
Free independent support and advice. If you’re struggling with debt, we’re here to help.
Hours
Phone
Website
Blue Cross
Help and support with a range of pet challenges, including pet loss.
Hours
Phone
Website
Brake
Here to support people bereaved and seriously injured by road crashes.
Hours
Phone
Website
Cruse
Expert bereavement and grief support.
Hours
Phone
Website
Respect
Supporting men affected by domestic abuse.
Refuge
A free and confidential helpline delivered by female advisers, run in partnership with Refuge. Here to listen, support and help
Shout
If you’re feeling low, anxious, overwhelmed, or suicidal – we are here for you
Samaritans
Confidential support on any issue. Whatever you're going through, Samaritans will face it with you.
Surviving Economic Abuse
For help and support for anyone (or those supporting them) who has someone else controlling their finances to exert power, and/or control.
Alzheimer's Society
Supporting people living with or caring for those with dementia.
Hours
Mon-Wed: 9am - 8pm
Thurs-Fri: 9am - 5pm
Sat-Sun: 10am - 4pmPhone
0333 150 3456
Website
Carers Trust
Partners with a network of local carer organisations to ensure unpaid carers have access to support, advice and resources.
The Silver Line
A free confidential telephone service for people aged 55 or over. Providing friendship, conversation and support.
AgeUK
A free, confidential information and advice service for older people, as well as their families, friends, carers and professionals.
Hours
Mon-Sun: 8:00am - 7:00pm
Phone
0800 678 1602
Website
ageuk.org.uk