Data on customer complaints
See how we are dealing with customer complaints
Complaints report
- Firm name: Co-op Insurance Services Limited
- Period covered in this report: 01 July – 31 December 2021
- Brands/trading names covered: Co‑op Insurance Services Limited, Co‑op Insurance Services, Co‑op Insurance.
The main cause of complaints was the fulfilment of voucher incentives.
We have since improved our processes and we’re closely monitoring these improvements to ensure a smoother customer journey.
Product / service | Insurance and pure protection |
Number of complaints opened per 1000 policies sold | 8.09 |
Number of complaints opened | 721 |
Number of complaints closed | 714 |
Percentage closed within 3 days | 67% |
Percentage closed after 3 days but within 8 weeks | 32% |
Percentage upheld | 78% |
Main cause of complaints opened | Other - incentive fulfilment |