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Review Details Part 1

Co-operative  –  Customer Reviews

This page provides details of feedback we received in our 2014 Claims Satisfaction Survey in which we simply asked customers how satisfied they were with the way in which their claim was dealt with. All reviews are from policyholders who made claims during the period 1st October 2013 and 30th September 2014.

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Average Claims Satisfaction Score

4.5 / 5
5 Stars
4 Stars
3 Stars
2 Stars
1 Star


Jul-14 - Inez C from Westbury - 5/5
No issue and settled very quickly
Jul-14 - Caroline B from Salisbury - 3/5
"Purely because Co-op were quite slow at processing the claim and because my vets were very slow in sending off the forms so it just turned the whole process into a farce because I had forms from both my normal vet and out of hours vets being sent in and the out of hours sent a blank form and then a form without the charges on it, and then my usual vets faxed over the their forms and the fax cut out halfway through, so had to be resent and so it just seemed never ending with me having to constantly chase either vets or insurance, and then when the Co-op said they were going to pay out they only had the claim from the out of hours vet even though both claims had been eventually received on the same day, so there was a touch of flapping on the other end of the phone when I had a little rant and the girl I spoke to said that she had actually walked the claim up to the assessors and waited for them to make the decision to pay out on it and then phoned me back to confirm it as it 10 working days since they had received it and they say that all claims will be dealt with within 10 days so somebody had made a mistake somewhere along the line by not passing it onto the assessors. Good luck if you understand all that gobbledegook but I got paid out in the end and I suppose that's all that matters really but it was hard work getting to that point."
Apr-14 - Beverley R from Leeds - 5/5
They paid out straight away
Feb-14 - Oliver from London - 5/5
One claim to be paid to me settled vet quickly. Another claim spect to RVC was also sorted out timely

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