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Review of the Co-op Insurance, Home Insurance:

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Claim handlers terrible..Won’t register complaint

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. Reviewed on: 23rd December 2024

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