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Geraldine McLaughlin

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Review of the Covea Insurance, Car Insurance:

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Covea Insurance - Absolutely Appalling

My experience with Covéa Insurance has been completely appalling. I reported a claim in early March, some days later I was contacted and informed that an SP30 from August 2025 had not been disclosed. I had, in fact, reported this to my broker, Santander UK, and subsequently provided written evidence of the disclosure to Covéa. Despite this, Covéa contacted me to inform me that they were: Applying a 21% penalty for “non-disclosure” of the SP30. When challenged on the evidence submitted, they confirmed that they had this on file but no-one had bothered to read or review it before applying the penalty. I was informed that they would refer the matter to management and I would receive a call in 3-4 days. Several weeks later, they have repeatedly failed to provide updates or resolve the claim. I have made calls to the customer service team, who have basically been rude and obstructive: I have been implicitly accused of dishonesty, with suggestions the documentation submitted for proof of disclosure was not valid. I have been promised many call backs, none of which have been honoured. I have been met with repeated refusals to let me speak to a manager, on the call today, I asked to speak to a manager more than 10 times, and the lady I was speaking to refused to even check if a manager was available, instead informing me that the evidence provided for the disclosure was insufficient and that a manager would "just tell you the same thing". On the call today and when I was again accused of non-disclosure and dishonesty, I said that I would make a report to their CEO, I was told to “do what you like, it won’t make any difference” I said that I would make a formal complaint and involve the Financial Ombudsman Service, I was promptly informed that the route to the Financial Ombudsman would be "blocked" by Covea whilst they investigated the complaint internally, a process I am informed takes a minimum to 6-8 weeks. My broker Santander has also been brought into the mix as they claim that Santander failed to pass on my disclosure and were now refusing to respond to any communication from Covea. So essentially, no apologies for the delays and lack of communication on their part, just a shifting of blame and obnoxious statements about how they will handle any complaints that may be forthcoming. As of today, 20th April, the claim remains unresolved with no clear outcome. I am relatively lucky my vehicle is still driveable, there was no other vehicle involved in the incident and no-one was hurt. I can only imagine the situation I would be facing if it had been a serious collision... That said, I am facing significant body work repairs and the insurance premiums that I have paid, have effectively been for nothing! There are no circumstances under which I would deal with this organisation again and would not recommend them to anyone. Reviewed on: 20th April 2026

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