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33 Reviews of Co-op Insurance | The Co-operative

  1. suzana

    Worst insurance company, do not keep in touch, make mistakes, ruined new Mercedes car by sending it to own pre approved garage who did a botch job.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): car
    1 person found this review helpful.
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    Value for moneyNot RatedCustomer serviceClarity of policy rulesNot RatedClaims handlingSpeed of claims resolutionInsurance Company Ranking
  2. Ian

    AVOID this company at all costs. We have house and contents insurance, roof was damaged over Christmas period by Storm Barbara. They told us to get a quote then sent loss adjuster.

    Loss adjuster came at night, pitch black and raining, took a couple of pics then left. Phoned us a few days later saying he didn’t think co-op would pay out as our roof had been neglected !!! We proved that we had our roof worked on only 8 months earlier and it was well up to standards, we should know, cost us a fortune.

    To date the co-op haven’t even had the good manners to write/call, not one word from them since initial call back in December 24th. Taking it ombudsman but this has been a nightmare we could have done without. STAY AWAY FROM THE CO-OP!!!!

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Home
    1 person found this review helpful.
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  3. Ken

    I had car insurance with break down cover with Co-op for over 5 years and insured 3 different vehicles with them. I had a minor bump to the front end of my car which was not my fault. Co-op handled the claim efficiently and I was very happy with the service. My car was then involved in another accident a few months after the first. Another car had reversed into the front of my car and it was a write off. The other driver was at fault but wouldn’t admit liability. Co-op weren’t helpful at all and I had to do all the leg work and get the CCTV footage of the incident. Eventually the driver admitted liability and I was able to purchase another vehicle which I then insured with the Co-op. Everything was fine until a month before my insurance was due for renewal. They refused to renew my insurance saying it was because I had had 2 accidents in 5 years. Even though the accidents were not my fault they still refused to insure. I am also waiting for payment for inconvenience through their claims company. It has been over 3 months and every time I call I am given different excuses. I was told they were waiting for the cheque to come through and when I called again they said they still had to view the CCTV footage. I was also told their computers were down, then I was told they had to convert the CCTV footage into a different format as their computers couldn’t play it. You will do fine with this company as long as you don’t make a claim and avoid their claims company as all they do is mess you about.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Motor
    1 person found this review helpful.
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  4. Derek Hutchinson

    Absolutely terrible service
    No correspondence what so ever , on hold for 7 minutes then cut off
    Don’t tell you that your entitled to a courtesy car , have to chase yourself. Took 3 phone calls to get , premium rate number
    Courtesy car for 3 plus months to then be told you have to have car repaired despite excessive damage and courtesy car taken away

    This is a non fault accident that costs would be claimed from a 3rd party insurance company , dread to think what they would be like if we were to blame

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Motor
    1 person found this review helpful.
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  5. Al

    I Don’t understand why we can’t speak directly to the underwriter CIS Insurance. It’s waste of time. First the phone call goes to Co op insurance, then they put you on hold while they speak to underwriter CIS Insurance, then they get back to you. Aggghhhh
    30 Mins or so wasted on that 1 phone call.
    That’s not all, they keep giving me problems about my car insurance every year, Such as payment issues, Despute over NCD Bonus and on and on..
    Never again, avoid avoid avoid please.

  6. Dominic

    I am a young driver paying £1,300 a year for a Renault Clio 1.5 dci, went on the coop insurance to get a quote, Co-Op insurance quoted me £4,600 a year… I mean what makes you think anyone would pay almost £5,000 for an insurance for a car worth less than £1,000 when the average insurance prices vary around £1,500 per year?

    I decided to left this negative feedback based on reading other people’s negative reviews and these delusional quotes.

    I currently work part-time for Coop and the whole membership hustle to get everyone a coop membership so they can pay £5,000 for car insurance and spend £5.39 for a coffee because its fair-trade?

    When I went to the introduction about the membership I have been told the great stories about the coop before and how great it was, well what happened now? where is the competitive advantage these days?

    I am more and more disappointed with this company both as an employee and as a customer.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Motor
    1 person found this review helpful.
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    Value for moneyCustomer serviceNot RatedClarity of policy rulesNot RatedClaims handlingNot RatedSpeed of claims resolutionNot RatedInsurance Company Ranking
  7. Mr R Wadhwa

    Took out pet insurance which gone up from £4.20/ month to now £10.20/ month in 3 yrs with inflation/interest rates at 0 and made my 1st claim recently after our petite cat was bloodied and bullied outside over many years and we also cleaned with antiseptic or took to vet and paid ourselves due to excess all the bite wounds or once limping and recent claim was a serious limp again and vet took her for blood tests etc and claim was rejected by Axa who are insurers as a pre existing condition even though veg signed off last injury as cleared up!
    Avoid these two Companies
    Axa also playing same blame game as whilst driving down busy dual carriage way boxed in by car outside me and cars parked in bay to left of me suddenly saw Axa insured can driver parked his massive van oversized for bay open his cab door
    And ripped out of my wing mirror and blamed me for crashing into him ?!

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Pet and car and zero rating
  8. Deborah Lim

    Had no hot water on 11/12/16
    Called CIS Home Rescue Plus. They sent somebody from Gas Ancillary Services. Not a very nice man. No matter, as long as he can fix my problem. But before that can happen he demanded that I either pay his parking fees, pay the fine if the warden comes round or watch his van! I was desperate to have hot water so I got my husband to watch his van.
    He said the valve on the mega flow needs replacing and that will be done when they get the part. He was there for about 35 – 40 minutes.
    Gas Ancillary rang and said that I will have to pay them £202.40 (CIS pays the first £250) before they will return with the valve to do the repair. Under duress, I paid.
    The worker returned the following day and same issue arose with the parking. When we objected, he picked up his bag and made to walk out the door! (Told you he wasn’t very nice!)
    Forced to watch his van again, he did what he had to do but before he left, I asked him to make sure that boiler, hot water, etc. is running. He said that it was. The job took about 20 minutes. We know because we had to watch the van!
    Lo and behold, we now have hot water but no heating!
    Contacted Home Rescue Plus again and they said it was a separate issue. I doubt it, as we had heating before, just no hot water. Also queried them about the bill. £452.40 (in total) seems excessively high. I wanted a breakdown of the charges: it was £167 + £73.40 VAT for the valve (£74.99 at Screwfix) call out charge – £50, labour at £50 an hour – 3 hours at £150 (the worker must have reported 3 hours which is an exaggeration. Even erring on the generous side it should be 1 and a half hours at most.) And call handling fee £30!!!! (are they a adult site?)
    I don’t mind paying for work done but I do mind being ripped off!
    The saga is not over for now they have left me with no heating!
    They were supposed to come back to look at the problem but I could not face any more dealings with them so I deferred the repair.
    Being without essential services is distressing enough without having unpleasant people trampling through your home giving you more grief!
    I know CIS itself did not do the repairs but I do blame them for using rouge contractors and I will not be renewing my policy with them.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Home Insurance
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  9. Quan

    I was insured for just a month before they sent out a letter saying my insurance was cancelled. When I called them up they claimed to have sent out a letter requesting further information which I never received. They have both my mobile number and email address on file which they never bothered to use but instead stole around 30% of my annual premium for that first month.
    I would not recommend

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Car
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  10. Ann-Marie Lewis

    Not impressed.

    I wanted to transfer my insurance policy from one car to a new one. Sounds simple right? I got a quote of £65 & £15 admin fee. As the old vhicle would still need insurance until its sold I wanted to do some research on how to do this as the advisor said I had to insure the car for a year. However, I found out that even though you take out a yearly policy you can cancel it at anytime with a cancellation fee.

    I decided to call the Co-operative to ask for them to transfer my policy from the old to the new and to take out a new policy with 0 no claims bonus on the next. However, the operative took out 2 new policies costing over £3000. I was fuming. I spoke to many operatives at the Co-Op andbecame increasingly frustrated because not one of them could see the error and constantly insulted my intelligence.

    I ended up complaining to the Ombudsman who forfeited the 8 weeks because I stressed the urgency of the matter. Once the Ombudsman got involved things eventually worked itself out. However, the old policy was cancelled and the new one still leaves me out of pocket.

    Co-operative: Train your staff well. How can I (a consumer) be telling your staff how insurance policies work?

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): 07598236056
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    Value for moneyCustomer serviceClarity of policy rulesClaims handlingSpeed of claims resolutionNot RatedInsurance Company Ranking
  11. Janet tyler

    Avoid co-op insurance. A plumber fitted a bathroom for me, all he was after was my money, I am disabled with PTSD. Plumber did damage, caused water leak. Etc. I tried to make claim under malicious damage and they won’t help me. Avoid at all costs – find another insurance co!!

  12. Carol Arnold

    My Stepson has a Young Driver policy & Due to the Clarity of the Policy Rules the Insurance had to be cancelled & re-issued. We were waiting for a Refund & as My Stepson Paid the Deposit on his Debit Card but the Premiums were coming from my Personal Bank Account I rang to Confirm that the Payment would be made into my Bank Account. They person I spoke to Confirmed that it would be refunded into my Bank Account, he even read out my Bank Details. As it has been over 1 Month I have just called the Company & was told it had been processed & paid back onto the Debit Card the Deposit had been taken from. I explained this was not what I was told on my Previous Phone Call to which the answer was ‘ He was a trainee’. I am angry that the answer from Customer Services was so Flippant & she does not understand the Implications of being told incorrect information. I am now unable to get my refund from my StepSon.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Young Drivers Policy
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    Value for moneyCustomer serviceClarity of policy rulesClaims handlingNot RatedSpeed of claims resolutionNot RatedInsurance Company Ranking
  13. Lyn Gregory

    I have just looked at reviews for contents insurance with the Co op, as I already have a funeral plan with them , I have moved house and am looking for a new contents only insurance and I thought It would make sense to amalgamate the 2 policies with the same company. Having read the feedback I would rather be stabbed in the eye with a sharp stick! So, it’s back to the drawing board for me. This has quite surprised as I have always regarded the Co op as a solid English institution, but feel, having read the reviews, that if I went with them for anything else I would be a total idiot!

  14. Robert McKenzie

    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.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Home
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  15. Kati

    Hi

    I have car insurance with Co-op with break down recovery. Weeks ago, I had a flat tyre and I did not have the spare one. When I called them, they told me , they will charge £50-£80 to fix it.
    When I complained, they said, in your contract you have mentioned , you have a spare tyre. I got the insurance on line and there was not anything about the spare wheel.
    I sent letter to them to cancel my break down service and refund my money. They said in the booklet we sent you(small print), it says repair without spare wheel is not covered so we do not refund your money…

    I am very disappointed as they were not honest on their website. There is nothing about spare wheel on their website.

    I do not recommend this insurance to anybody.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Motor
    4 people found this review helpful.
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  16. **********

    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 my boiler which is in the kitchen. 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 as soon as possible and advising all friends and family never use this company.

  17. Mr R

    What utter tosh, I was refused car insurance due to two minor claims in five years after driving an average of 30,000 miles a year. Apparently it is policy not to offer quotes to anyone who has had more than two incidents in 5 years.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Car
    4 people found this review helpful.
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  18. Simon roberts

    I took out a policy for buildins and contents due to an offer of a free karcher window vac being offered. Needless to say claiming the karcher window vac has proved to be extremely difficult and the customer service from the coop is abysmal at best. After reading some of the other comments I can’t wait to change insurers. Please avoid this company at all costs.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Buildings/contents
    4 people found this review helpful.
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  19. gill bebbington

    We have had home and house insurance since 1974, with no claims . Had an accident that burnt the carpet , we were told not covered as it was classed as an accident, and had not taken out that extra insurance in the past, we believe that we were treated unfairly as loyal customers. Hall carpet was replaced half way with laminated floor with cost of £200, a good will payment would have been a nice gesture. Feel not interested in elderly customers not insuring with them again.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): home
    5 people found this review helpful.
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  20. Marie Bryant

    We have had car insurance from CIS for over 30 years- fully comprehensive. Claims were dealt in the past helpfully and quick. Have not claimed for years until a car drove into back of our car at 3am on March 7th 2014. Repairs were done and we had to pay complete bill to Nationwide Garage before we could have our car back. Had an occasional letter from them and then they sent a MIB form. We have sent them all details from Crown Court concerning the offender. Legal department do not do anything useful. It is now September and still no payment! Will renew with anyone else now as clear that CIS could not care less with long standing customers!

  21. B

    We moved house in 2007 and despite contacting cooperative ins about our move , unknown to us they never changed our details and still had us insured at our previous address for 5 years, despite the current owners also having insurance with coop.
    To keep it brief , we felt we had been left without home insurance for 5 years & feel if we had made a claim coop would not have paid out, coop disagreed saying they would, the ombudsman sided with coop, agreeing they would of paid out.
    You make up your own mind!

  22. Wendy Heath

    As long as you pay and do not make a claim you are OK but make a claim and the Co-op goes into denial mode – My mother is 98 years been with the Co-op home insurance for over 50 years never makes a claim but recently had an issue with a neighbours tree damaging her wall she was advised by a solicitor to contact her insurers they even deny the telephone call made in connection with this no record of it is their excuse The Co-op will never get another penny from me I will not even use any of their stores that is how disgusted I feel

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Home
  23. christine watson

    Useless – sent me letter asking if they can quote and then spent 16 minutes on phone with no response except awful every 30 second or less message. Very annoying and waste of my time. Imagine if you had to make a claim – I ripped up letter and will not bother again.

    2 people found this review helpful.
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    Value for moneyNot RatedCustomer serviceClarity of policy rulesNot RatedClaims handlingNot RatedSpeed of claims resolutionNot RatedInsurance Company Ranking
  24. Peter Stenings

    I have been reading the feed backs below and I would like to say I have been dealing with the Co-oP for 48 years never had a problem with what so ever

    5 people found this review helpful.
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  25. mergon

    Something you probably did know about insurance companies ,had a small scrape on a your 7 year old car / did they write it off as an uneconomical repair ? did they give you a fare pay out or did they say oh dear it had an accident prior to you buying it so instead of us paying the market price we will OFFER YOU half of that so you accept they give you half of its market worth and they take the car , they then go on to sell it to a salvage company who sell it as a a vehicle that needs small repair ,someone buys it ,repairs it and they sell it , the buyer goes to the same insurance that wrote it off in the first place and they will take your money to insure it ,they wont mention that they checked it out and know its history, you wont know until you have a minor scrape ,then off it goes again its a form of ringing that goes on every day and they wont stop it because the money involved is in the millions ! BEWARE GET YOUR VEHICL CHECKED OUT FIRST BEFORE YOU BUY IT !

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): CAR INSURANCE
    3 people found this review helpful.
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    Value for moneyCustomer serviceClarity of policy rulesNot RatedClaims handlingNot RatedSpeed of claims resolutionNot RatedInsurance Company Ranking
  26. mergon

    Coop = no communication at all unless you keep phoning up, even if you make a point of asking to be kept informed you wont hear anything , im still waiting for a supervisor to ring me back [i wont hold my breath ] another point in they advertise that they keep you informed THEY DONT THEY DONT DO EMAIL even in this day and age they wont do it because they will have to employ people to read it and then there are the storage costs so you have to write a leeter and post it or ring up and ring up and ring up and despite giving them your claim and policy numbers and with all of the information on their screen you have to go through all of the hoops again and again , their web page looks glossy but its all broken promises !

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): car
    8 people found this review helpful.
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  27. Nick Parkes

    We’ve only ever made a home insurance claim twice after 40 or so years or paying for it – most recently because our laptop became accidentally damaged beyond repair. They say they will make some form of payment – not yet confirmed – but what you really need to be aware of is how slow the process is – endless phone calls repeating the same information, and more concerned with finding reasons for not paying than for helping the customer. Not enamoured with Co-op brand right now anyway. Definitely makes a drama out of a crisis in our experience.

    Will shop around for next renewal.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Home
    7 people found this review helpful.
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  28. HannaH

    Very disappointed… when we decided to make a claim for my car, they’ve made complete hassle out of it, its been a month since I made the claim, and nothing yet happened, they are still looking into it!! Clearly they don’t want to pay for it, now I have no car for the whole month, its been very difficult time with them…

    I don’t recommend them to anyone…

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Motor
    8 people found this review helpful.
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  29. Jackie

    Be aware this company is so nice as long as you you want to pay them money and never make a claim. After paying insurance for over 30years (various companies) I was unfortunate to have to claim for accidental damage to a tv. After two weeks of waiting for various departments and hours spent on the phone I was given a cash settlement figure but told to check out the model they were basing this on and then I had to call them back to accept. When I did this I was told by a different claims agent (who must also be a tv engineer & loss adjuster) that he feels the cost given to me was wrong and that I am not allowed to buy a new tv even though my partner had spent hours going around shops today trying to find the discontinued model that my claim was being based on. He said that I had been quoted too much and he was not prepared to settle. He was arrogant and nasty and said I must now wait for him to decide which tv set my loss will be based upon. Never ever again will i purchase anything from the co-op again. My claim will now not be settled for a long time as I have to purchase a cd with all my calls on and then as we can’t agree on a price it will be passed to the ombudsman to decide. I had been offered only 50% of the purchase price anyway and we won’t accept a price for a low end tacky tv when we paid good money for a solid built one.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Home
    12 people found this review helpful.
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    Value for moneyCustomer serviceNot RatedClarity of policy rulesNot RatedClaims handlingNot RatedSpeed of claims resolutionNot RatedInsurance Company Ranking
  30. Alex

    I have had phone insurance with the Lifestyle Services Group (via Co-Op) for 4 years, it comes as an add-on to my bank account and covers up to 4 devices.

    Naturally, I have now covered 4 devices. Be warned though, that you can *only* make 2 claims in a 12 month period, I claimed on my own S2 in August of last year and recently claimed for my brother’s S2. I have now broken my Nexus 4 and they will not allow me to claim on it!

    Otherwise, they have been a pleasure to deal with. Friendly and helpful customer services and the above is my own fault for not picking through the small print – they were apologetic and polite about it.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Phone
    2 people found this review helpful.
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  31. Mrs T

    I’ve been with Co-operative Insurance Services (CIS) for 20 years but only because they’re the only company that’ll insure a house with gas fires instead of central heating.
    To cut 5 long stories very short,
    1) I used to let 3 rooms and although I insured with them because they agreed that that was OK, they repeatedly refused to put it in writing at all so I had to record a conversation of their staff member saying that they were including it in the agreement! – what a ridiculous way to carry on a business!
    2) they ordered minor damage to my home to cover up evidence of a potential claim (ordered cornice removed, which was only thing showing where heavy rain cause crack to widen) & after I got the damage fixed at my own expense, it took me 2 years to get them to put right the damage they’d ordered
    3) I used to let 3 rooms but reduced it to 2 – I’d had a policy that’d allowed me to let 3 but changed it to a cheaper one that allows only 2 – then when I wanted to change it back, they said they no longer do such policies – they could’ve told me that before I changed! – not remotely happy!
    4) my new policy says on my bank statements direct debits “F&A Insurance” & so I pointed out to CIS that it’s not just a Fire & Accident policy – they just said that’s not what F&A means but wouldn’t say what it does mean – I feel they can’t even lie properly!
    5) I recently found that CIS should’ve offered me Co-op membership points & so I asked Co-op membership how to get them & they told me that CIS has to give me them, so I asked CIS for them but they just referred me back to Co-op memberships, totally doging their responsibility in this matter – one’d think I was asking for a claim not just for points, cos their reply treated me as though it were from a Loss Adjuster / claim refuser!

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Home
    3 people found this review helpful.
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  32. Leanne

    FOUR YEARS since I got burgled….lots of hidden charges. AND they refused (then agreed after they forced me to take out an additional policy) to pay for stolen and damaged goods… STILL waiting for my cheque… Had depression since I had the misfortune to get involved with this…company! Mind I shoulda known,they ripped my mum off2!!

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Home
    8 people found this review helpful.
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  33. Tina

    One year on and time to renew my son’s car insurance… he has had a young driver’s insurance with a black box for the year and despite averaging the top score of ‘5 Excellent’ throughout he year he has only had one refund – which just happened to be after negative national publicity about pay-as-you-drive companies not reducing the amount. Hey, ho I’m sure the Co-op have a very well rehearsed reason why he’s not a good enough driver with an excellent dashboard. So here we are one year on, reinsuring a 900cc Vauxhall . . . . . quote from Co-op (who know exactly how well he has driven) have come in over £300 more, with the black box still fitted, than several other companies without one! My son is over the moon . . no more late evening panics when his train is delayed and he has to race against the clock, but stay within the speed limit and control his cornering to get to his final destination before 11pm!

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Car
    2 people found this review helpful.
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