A shambles of a company - Avoid ALL insurance products underwritten by Covea or processed by Sterling Client Services. Buyer beware… if you’re a Vitality Health policy holder and they try to sell you their new motor insurance offering, it’s underwritten by Covea so I’d suggest giving it a miss based on my experience below. I really pity Vitality partnering with this crowd and how they will damage their brand. My situation…one of the worst customer/claims experiences I’ve had the misfortune of been involved with. It took 2.5 months to get a simple pet insurance claim processes through their “Pet Admin Team – claims@ petadminteam.com”. I can only assume it’s part of Sterling or some other third party processing centre. Nobody could tell me!! I experienced every hoop and tactic to avoid paying out my low value claim. The same information was requested numerous times, unable to provide any explanation as to why specific info was needed when asked. Hoop after hoop after hoop. I shudder to think if my pet required serious treatment which costed 1000’s. It was truly woeful. After all of the above, as a final attempt for “support”, I contacted the that last bastion/final frontier which was the Covea Customer Resolutions/Complaints team. You expect teams like this to be equipped to take ownership of escalated issues and be able to navigate their own organisation to find solutions. Not this one… only resolution was to give me the number of the Pet Admin Team to call myself again. (which takes 30 mins+ to get through to). I asked would they not escalate it themselves, help me out, speak to a team leader or operations manager – do the work expected of a complaints team – Nah. The agent tried to pretend I was put through to the wrong department, put me on hold…nobody on her team or her manager knew anything or could help…bizarre! I’m still waiting for the call back I was told I’d get to get me off the phone. Covea.. you need to sort your culture and values out, there was not one morsel of customer experience or obsession exhibited from anyone I spoke to… nobody wanted to do anything to help or go above and beyond to help. The lesson I have learned is, if you’re purchasing a policy of any sort through a broker, check who it’s underwritten by and do you research into their customer or claims service.