“Disgusting customer service! The way one operator spoke to my wife whilst she was asking for help and information on our policy was no less than shocking.... complaint in progress.”
“CO OP CONTRIBUTED TO TEENAGE SON HAVING A STROKE
I'm still too weak from our house fire and being homeless for so long to fully explain the terrible way Co op treated us, so I will just leave some facts:
After a non fault house fire Coop
- All admitted they have little to no knowledge of disability, so we were failed beyond comprehension
- They moved us between 13 Travelodges (different areas) in 3.5 mths because they refused to book accessible rooms in advance
- They completely ignored all medical evidence on both myself (power chair user, and son's health) leaving us at extreme risk throughout. The fear we felt was extreme.
- We were left on the pavement with no where to go
- They left me without vital medical equipment for 7 months which has impacted my health permanently. The pain I am in now daily as a result of this brings me to tears as it is unmanageable.
- We begged them for help as my father was dying and we were caring for him, and like every other area, they failed and provided what was needed AFTER he passed.
-We received a payout that still missed off lots of our items and still was incomplete in monetary value. Daily we still realise things just 'disappeared.'
- We had to do all the work instead of the loss adjusters - making documents 100's of pages to make it idiot proof - and still, they completely screwed it up. They passed us to lots of loss adjusters who asked the same questions over and over rather than just read the information they had, irrespective of how exhausting and upsetting this was to us.
- The ignorance around disability from this company is a DISGRACE... Throughout I explained what I needed, what their actions were doing to me and my input was ignored. Mistakes were made almost daily, and we were left trying to sort them out, only for the same mistakes to happen a few days later. I was grilled over and over to prove whether I bought equipment myself (even when I proved 20 page documents that I did, I was still grilled further). It was soul destroying.
- I am a power chair user and was put into rooms with no adaptations meaning I couldn't even go to the toilet - yet it was inferred I should have been grateful they helped at all.
- If we sat back and waited for them to 'act' we'd probably still be sat on a pavement now, and our claim no further on. We literally had to do everything. It was a full time job from 6 am -11 pm.
- My sons health needs were completely ignored (as were all my medical reports submitted also) showing his health was also rapidly declining.
- Coop offered us £2K for the errors made throughout. I cried when they offered this... it was an insult. They told me we could have it just as a gesture of goodwill and then advised us to go to the Ombudsmen. NO MONEY WAS EVER PAID OUT BY CO OP. We knew recovering from this would take years. Co op seemed to have no real grasp of the real harm they had caused to a family with disabilities.
My teenage son could not cope with how little they valued us and belittled what they'd done to us. Just under 2 months later he went on to suffer a stroke. He hasn't slept properly since the fire and days before he was particularly upset and couldn't understand why we, as a completely innocent family, were treated in such a way, and with such a lack of compassion throughout, when we didn't even cause the fire. Yet we'd lost our home and everything in it. It was confirmed that his bleed on his brain was due to the immense stress he was under due to the poor management of the fire and what we were put through. As stated, Coop did not even acknowledge the psychiatric reports that were sent to them warning them about the risks that this situation could do to him and the stress it would cause him.
I am covering 10% of the failings Co op did. I can't begin to express the trauma my family and I have and are still going through and we don't even know how to begin rebuilding our lives. The local council were who helped us and rehoused us in the end although we had to relocate and now face huge commuting costs. We lived for months with donated beds from a church and newspapers up at the windows as we had nothing to our names anymore. Co op knew and despite us begging to help, sending photo's showing them the conditions we were living in, especially due to our medical needs, they continued to leave us struggling.
When our whole lives were completely destroyed through no fault of our own, Co op destroyed them further. If I'd been listened to from the start as an EQUAL human being, so much of this could have been avoided.”
“Do not insure with this company they will not carry out the repair on a fully comprehensive vehicle and also the repairer gave me my car back in a worse state than it initially went in for worse insurers by far stay away x5 BMW”
“Awful.
If they pay out for a claim they will screw you out of every penny and refuse to insure your car even though there's 6 months left on the policy.
Then they bullshit their way out of it.”
“they allowed my car insurance to go on for 6 months while "waiting for NCD proof" and then suddenly cancelled my insurance with no notice and i got 6 points, car police impounded and crushed also £300 fine for having no insurance! I had all the relevant paperwork but they dont use emails like everyone else and everything is by post which is a shared letterbox so i didn't receive the post.”
“Here goes...
The Co-op cancelled our car insurance at midnight on 24.05.17 for failure to send evidence of NCD, but in a letter dated March 2017 told us that our NCD was protected and we didn't need to do anything else. Husband was driving the car and was stopped by the police as the insurance had been cancelled, but we had not been notified of this decision, car was impounded for 6 days and he was told he will be given £200 fine and six points. Called the Co-op and they faffed on about us not making a payment, which we had no idea about and they wouldn't tell us about and refused to reinstate the insurance as it needed to be investigated. We sent in proof of NCD but they provided us with two incorrect email addresses. They failed to call us back when they said they would, and when we called to see if they had received our proof of NCD they said no, because again it was an incorrect email address they gave to us. Email was finally sent and after a very long chat with a lovely lady called Phoebe it transpired that there was a letter on their system requesting proof of NCD or a payment of £395.23 which was never sent out to us! They cancelled our policy over something they had never informed us over so we were unable to act on it and rectify any errors on our part. Cut a long story short, insurance was reinstated and they admitted it was an error on their part, dealt with by a lovely chap called Mr John Mercer and then it went to their customer relations department. Today we recieved a call from a rather snotty chap by the name of Andy, who implied that all of this was our fault, and it ended with me asking for his full name and job title and telling him I am going to the financial ombudsman over the matter. I will also be making a complaint about his attitude.
They claimed to have records of certain letters in our file on their system that we have never received and we have letters from them that they do not have on their records! Classic case of the right hand not knowing what the left hand is doing, and trying to cover their own mistakes by blaming the customer when we had been told that everything was fine and we didn't need to do anything.
Customer relations department need to work on training their staff to work WITH the customer to find an agreeable solution, not blame them for what has been proven to be a ridiculously huge error on the Co-op's part. Other departments need to work out how to put records of ALL correspondence with customers in one place, and make sure it actually gets sent out to them!
Rant over...(and we have our car back after two trips to the impound as the insurance certificate we were issued with was for 14days only but governemt website says it must be a minimum of 30 days- would have thought a car insurance company would have known this!)”
“Dont touch co op insurance biggest pile of low lifes lieing and cheating customers quick. Enough takeing the money. Please read all reviews of this company on facebook twitter and goggle reviews”
“Absolute rubbish
They do not return calls , keep you waiting 15 minutes at a time then cut you off
We have been messed about by these amateurs since the 15/10/2016
We have had to seek legal advice to take these to court
THIS IS A NON FAULT CLAIM
On a brighter note it could have been a funeral plan ( They would have probably left us on top to Rot )
I only left a 1 because their are no minus options”
“Unfortunately while a Co Op car insurance customer my car was involved in an accident whilst unattended. The repair work was completed under the insurance to a good standard. However, since that time I have received nothing but spam/nuisance phone calls claiming to be from a partner of the Co Op pressurising me to make a personal injury claim. They have details of the accident and therefore it is clear that Co Op have passed or sold my details on without my consent. These parasites continue to phone me around 5 times a day from various tel numbers, and this has been going on for 3 months. Despite me telling them I wasn't injured they continue to persist and are rude/abusive. I am disgusted that a company such as Co Op would do this and have made an official complaint which has also been forwarded to the Ombudsman. This is nothing but harassment and Co Op are responsible for this.”
“I had a motor policy with the Coop and decided to change my car with 3 months to renewal date. I contacted my broker who said the Coop would not quote for a change of car within this time frame. When I explained the new car was a updated version of my current car with sat nav and lumber support, same engine etc. he said it didn't matter and I would have to start a new policy at a cost of £336, which is twice as much as the original policy.
I again stressed the point that I just wanted to change the car details which I was told again was not allowed.
Insurance companies claim to be service organisations, I don't think this Company understand the meaning of the word.
Keep well clear.”
“Don't use cheap car insurance but a,waste of time.. Cancelled my car insurance because i pressed wrong button on laptop . i told them what happened didn't do it intentialy made me feel like i was a fraudster in which i am not being driving years never had this problem before il be paying more but hopefully a better service”
“To anyone who has or is considering a Co-operative building insurance policy, be warned ...
I’ve had building insurance (no contents) with the Co-operative for 29 years. I made two small claims - both totalled much less than my total annual payments. I haven’t made a claim for 16 years (£2362.80 total in premiums paid over the last 16 years.) I received my annual renewal notice to cover next 12 months from April 01 2016 - new premium, total payable £233.00 - this includes a "No Claim Discount of 10% and a 5% Renewal Discount."
I decided the ongoing annual upgrading charge for my insurance to be too much. I applied via the Co-operative website for an insurance quote and entered my personal and building details exactly as those for which I am being charged £233.00. The insurance quote I received from Co-op was a single annual payment of £169.18 (this figure included contents which I do not currently have.) Also, the £169.18 quote covered "£200,000 sum insured" as against present "£119,000 sum insured" for which I am being charged £233.00 - £63.82 less for a higher level of cover!
It would appear those of us who are long-standing Co-op insurance customers are being overpriced for our insurance cover to enable Co-op to enlist new customers at much cheaper premiums.
In passing, I contacted Co-op insurance with my above overcharging - the reply I received ignored my questions and merely stated my high premium to be mainly due to my postcode and "the risk of a catastrophic event such as flooding." My postcode is as that which Co-op has been quoting on since taking out insurance with them and flooding as I have previously informed them is impossible to my area. Also in passing, I find contact with Co-op to be extremely hard - no email connection, they don’t supply a contact reply address on their letters. Co-op main route of contact would appear to be via telephone (call charges apply) - not suitable for myself, as opposed to Co-op, I have no record of conversation.
So beware, Co-operative’s continual adding cost to premiums with their pretence of "No Claim Discount of 10% and a 5% Renewal Discount" is merely an obscene lure to con their loyal customers into funding their new customers.”
“Do not use for home insurance... We had a new boiler filled, in a freak storm water came in through the flu and flooded the boiler and our house. The loss adjuster claimed poor workman ship and argued about paying out. We had poto's and footage of the flood in action. He was not intrested. 3 months later we are still out of pocket. Our floor has been damaged from the flood water as had the ceiling. Luckily while we were still decorating from the boiler being fitted. The plumber came out. Our own and showed us the gas valve full of water. The fan had burnt out as had the circuit board. Not economical to repair, due to the extensive water damage. Loss adjuster just took damp readings saying this is historical damp. Not flood damage.. seriously we have a brand new boiler why would be making a claim for the damage to the house and boiler. The helpline only open Mon - Fri 9-5 no communication. I had to chase and chase for updates. Appalling service. Feel completely let down had to use own savings to get hot water and heating back up and running. Our plumber even spoke to the Co op to explain the damage caused. Don't waste your money on this company for insurance. Everything is toouch trouble very disappointed in the lack of customer service from the cooperative. Formal complaint going to head office.”
“Do not use for car insurance!!!!!!!
Can't stress enough do not use yes they are cheap that's it pay that bit more for a company that will help you if needed
Again DO NOT USE
Coop insurance lets the coop group down other coop services are good insurance NOOOO
No phone calls / lied to/ really bad company happy to take your money
Had a non fault claim my car was parked and was hit while I was not in it !!! I seem to ring every day to tell them things... All I seem to get was sorry for some reason the emails wasn't sent dragged it out for over a mth... Still my car is unfixed.
Shocking company !!!!!”
“Please do not use this insurance company ! On 18/06/16 I came home in the early hours of the morning to a burst water pipe upstairs in my bathroom causing water to pour through the ceiling and into the kitchen damaging the ceiling and water boiler directly below. I called co op insurance the following morning telling them I have no water into the house and the boiler has severe water damage. 11 days later and I am still waiting for a visit despite numerous phone calls and being told they are too busy. We were given the name of Ross McMillan at the loss adjusters and 4 phone calls later we have still not managed to speak with him as he was continually "on another call". So 11 days later I have paid to have the leak fixed. We still have no hot water and I have been told to expect a call tomorrow! We are not holding our breath. I will be cancelling the policy for building and contents insurance as soon as possible and advising all friends and family never use this company.”
