Currently over 9 weeks into my first ever claim. Rang up after twice asking for an update by email, to be told that their 4... Currently over 9 weeks into my first ever claim. Rang up after twice asking for an update by email, to be told that their 4 week turnaround time was an error, that their aim to keep clients regularly updated was an error, and that due to a large backlog of claims there is no current time frame for settlement. When asked if they could give details of an example of recent claim settlement times they could or would not be drawn. The call handler seemed to suggest this was a recent issue however after reading reviews, it's been the case for at least 12 months. It also looks unlikely that any settlement they might pay will be significantly less than anticipated due to their out of hours policy. Will not be renewing my policy with this provider Read more Read less

Still waiting for claim to be paid. Coop use The Insutance Factory Company, who if you research, have an appalling rating. I've never had or... Still waiting for claim to be paid. Coop use The Insutance Factory Company, who if you research, have an appalling rating. I've never had or heard of any pet insurers taking so long to resolve a claim. It's distressing a downright insulting to be treated this way. Read more Read less

Firstly before you read below the most worrying and disgraceful behaviour is that the co op home insurance company aren’t responding to my wish to... Firstly before you read below the most worrying and disgraceful behaviour is that the co op home insurance company aren’t responding to my wish to make a complaint.Which legally they have to which is why I having to go to the ombudsman. Background I rang co op home insurance a few weeks ago about Nov 24 about an automatic home insurance renewal I was unaware about. We have been covered by another company for the previous year and have renewed again with them in September 24. The co op call handler cancelled the automatic renewal and advised me to email proof of the cover I had taken out with the other insurance companies for consideration of repayment. I sent clear proof of the cover I had with them.Note they asked me to do this. I told them I couldn’t access the coop on line portal to see what had happened and what we had ‘agreed too?’ Coop Call handler said there were known problems with customers getting/keeping access to the portal! Any new customers should be wise to this as well as all the other problems and hoops I have been asked to jump through and that’s been growing. Since providing the proof I have had a string of extra request for evidence. Starting with they wanted PDF documents and requesting ‘schedules’ of the insurance. In effect they want everything provided that they would send out of it was their own insurance. But I probably haven’t got everything laid out with my current insurance company exactly the same way as the CoOp. I asked them to send me proof of what insurance schedules documents I had apparently taken with them as much to help me understand what I need to get from my current insurance company, but they aren’t responding now. Nor will they respond to my request I have made twice now to make a complaint over the last fortnight. Really bad customer service and is a massive red flag along with the other problems I am encountering. Just look at the other negative comments about their current claim handlers. This is my experience. Read more Read less

When calling for an update on a claim submitted on the 18th September 2024, was told I would receive regular updates but as of the... When calling for an update on a claim submitted on the 18th September 2024, was told I would receive regular updates but as of the 19th December I have not been contacted once. When I do get through to an agent I am told that there is a high volume of claims and it will take another two weeks before the claim is seen by an assesor. Poor service as it is my first claim since I started the policy in 2015 and I am paying £65 a month Read more Read less

Appalling service dealing with a claim. They out source it to a company called Insurance Factory. You google them for reviews and you will be... Appalling service dealing with a claim. They out source it to a company called Insurance Factory. You google them for reviews and you will be horrified. It's been months since my claim and I am still waiting for it be be paid. It's a disgrace to treat customers this way. Also, coop will hike you premiums up over 60% at will. Please steer clear of this company. Read more Read less

Communication abysmal and currently on week 6 of my claim. No real communication at all, just automated messages telling me nothing! Will not be renewing.

Am currently on week 8 of my claim...mot even been assessed yet...bit annoying as they gave me a time limit to give them info then they take their time

My renewal was due and the renewal quote was higher than previous. I rang the helpline and after chatting about my financial situation the insurance... My renewal was due and the renewal quote was higher than previous. I rang the helpline and after chatting about my financial situation the insurance was offered at the same price as previously. Very understanding customer service! Read more Read less

Good customer service, although portal a little difficult to navigate.