Co-op Car Insurance vent

Padz_2

I have had an official complaint lodged with the CO-OP since 7th May.

They sent me letters saying my insurance was due but didn't send the actual renewal letter. I paid by phone and only THEN a week later received the renewal letter. It contained wrong details and claimed that I had had a claim in 2008 which had affected my NCD. I hadn't. Last year the same thing appeared and I rang and they supposedly amended the info. Except they obviously didn't.

Fast forward to phone call to Customer Services. Girl says exactly same things as chap had the previous year. When I said I didn't have any confidence that she would solve the problem she hung up on me! I'm not rude and wasn't to her so there was no need for that.

I lodged an officlal complaint about the misinformation which has affected my No Claims and led to an investigation by my bike insurance company as they believed I had not told them about a fault claim. Major hassle.

It has so far taken the CO-OP SIX WEEKS to investigate this. Six weeks!!!!! They haven't even contacted me for any extra information.

My major issue is that next year (when I no longer wish to use the CO-OP because of the fact that they are unable to maintain accurate records of my 3 claims in 30 years of driving. That's 2 non-fault and 1 returned to car to find it damaged!) I will not get the renewal letter in time to switch to another company before the insurance runs out OR that it will STILL contain the wrong information!

I'll update this when they finally get in touch. They apparently (yeah, right) deal with most complaints right away ( ha ha ha ) others can take 8 weeks. Well they have 2 weeks left. What's the betting it won't be resolved at all.

Bunch of muppets!

Feel better now. Been festering on that for ages.

Padz

McKneff

Sorry youve had so much trouble with the Coop, Ive been with them for 40 years and have never had a
single moments problem with them.

Padz_2

McKneff - I've been with them for nearly 20 years. It makes the fact that they can't get things right even worse in my opinion.

I can't help feeling that back in the day (when their agents called at your house and they had regional branches where you could go and talk to someone face to face) their customer service was far far better. If you Google their reviews now there are a lot of dissatisfied people with unresolved issues.

I've personally just lost confidence that they will record claims properly and deal with problems professionally and promptly.

I will update this anyway when I eventually get a reply to my complaint. My guess is that they leave it 8 weeks thinking that most people will have forgotten about it after 2 months. Not me though.

Padz

McKneff

I agree with you, i remember when the Agent used to come on a weekly/monthly basis, seems like abother age now eh.

And I also agree with you, they have just got too big to be personal anymore.

Padz_2

Well a letter just came.

No surprises - it is from an M.H and it says that she is awaiting further information and will reply at least within the next 4 weeks.

They must have a LOT of complaints to deal with!

Padz_2

**UPDATE**

Had a call a couple of days ago from a representative of the Co-op Insurance Co. He totally agreed with me that the situation was unacceptable. They do not have a recording of the girl putting the phone down on me as they only record 10% of calls. They have apparently amended the wrong information and assure me that it will not happen again.

Best part is the cheque for £50 that came the day after the phone call. For calls, time taken up and distress.

Fab.

Padz