Complaints data

We always try to put our members and customers first, but sometimes things can go wrong.

When this happens, we always want to know about it – so we can put it right as quickly as possible. The feedback we get from our customers is really important because it helps us improve and grow as a business.

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.

View the latest complaints information below.

Complaints data January - June 2020

The table below outlines the information submitted to the FCA.

Name: CIS General Insurance Limited 
Group: Co-op Insurance 
Period covered in this return: 1 January - 30 June 2020
Brand / Trading names covered: Co-op Insurance

Table of complaints data
Product/service grouping* General insurance and pure protection Credit-related **
Number of complaints opened by volume of business 6.93
per 1,000 policies in force
per 1,000 policies in force
Number of complaints opened 8,538 283
Number of complaints closed 8,896 290
Percentage closed within 3 days 64.8% N/A
Percentage closed after 3 days but within 8 weeks 34.5% N/A
Percentage upheld 47.8% 53.1%
Main cause of complaints opened Other general admin/customer service N/A

*Explanation of product/service groupings:

General insurance and pure protection:  this includes home, motor, assistance, pet insurance and mortgage payment protection insurance (MPPI) products.

** Credit-related refers to complaints about the provision of credit, used to pay insurance products by monthly instalments.