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Complaints Data July - December 2016

We always try to put our members and customers first. The feedback we get from our customers is really important. As a business it helps us grow and improve.

Sometimes things can go wrong. If this happens, we always want to know about it. We encourage our customers to tell us so we can put it right as soon as possible.

Every six months we tell the Financial Conduct Authority (FCA) about the complaints we've had from our customers. It includes how many complaints we’ve had, how many we've closed and how many we've upheld.

Complaints Data

The table below outlines the information submitted to the FCA.

Name: CIS General Insurance Limited
Group: Co-op Insurance
Period covered in this return: 1st July 2016 - 31st December 2016
Brand / Trading names covered: The Co-operative Insurance/Co-op Insurance

Table of complaints data
Product / Service Grouping* General Insurance & Pure Protection
Number of complaints opened by volume of business 6.10
per 1,000 policies in force
Number of complaints opened 8,629
Number of complaints closed 8,557
Percentage closed within 3 days 68.5%
Percentage closed after 3 days but within 8 weeks 30.5%
Percentage upheld 65.6%
Main cause of complaints opened Delays/Timescales

*Explanation of product/service groupings:

General Insurance & Pure Protection:  this includes home, motor, assistance, travel, pet insurance and Mortgage Payment Protection Insurance (MPPI) products.