Covea failed in their duty of care – deeply distressing experience for a vulnerable customer
My experience with Covea has been extremely upsetting and has left me feeling completely unsupported at a time when I am financially vulnerable and needed my insurer to act with care and consistency. Instead, I faced repeated communication failures, constantly changing evidence requirements, and long periods of silence. Despite providing everything they asked for, my claim was suspended and my complaint was closed without addressing any of the concerns I raised.
This situation has caused significant emotional distress, anxiety, and sleepless nights, as well as real financial strain while I wait for a fair outcome. As a vulnerable customer, I expected Covea to show a basic duty of care, but instead I felt dismissed and left to cope alone. I have now had to escalate the matter to the Financial Ombudsman Service just to be heard.
No one should be put through this level of stress when they are already struggling. Based on my experience, I cannot recommend Covea to anyone, especially those who may be vulnerable or relying on their insurer to act responsibly.
Reply from Covéa Protection Juridique
Nous sommes sincèrement désolés de votre ressenti et de la détresse que cette situation a pu engendrer, notamment dans un contexte de vulnérabilité. Nous regrettons les difficultés de communication ainsi que le manque de suivi et de cohérence que vous évoquez, qui ne reflètent pas la qualité de service que nous souhaitons offrir.Si la gestion d’un dossier peut nécessiter certains éléments, elle doit rester claire et accompagnée, ce qui n’a visiblement pas été votre expérience. Nous vous remercions pour votre retour, précieux dans l’amélioration continue de nos services.