Complaints summary

Card Protection Plan Limited is authorised and regulated by the Financial Conduct Authority (FCA) (or, as the context may require, the Financial Services Authority as predecessor entity thereto prior to 1 April 2013). Homecare Insurance Limited is authorised by the Prudential Regulation Authority (PRA) and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. These two subsidiaries of CPPGroup Plc are required by the regulator to publish summary details of complaints received in relevant reporting periods. FCA rules permit members of the same group to submit joint reports so the information shown here represents complaints received by both companies in the reporting period described below.

2013

Period: January to June 2013

Brands and trading names operated by Card Protection Plan Limited and Homecare Insurance Limited comprise:

  • CPP Card Protection
  • CPP Card Protection (Ireland)
  • Barclaycard Card Protection
  • Barclays Cardholder Protection
  • Egg Emergency Cover
  • HSBC CardGuard
  • M&S CardSafe
  • NatWest Card Protection
  • CPP Commercial Card Protection
  • Fonesafe mobile phone, laptop and modem insurance
  • Phonesafe mobile phone insurance
  • CPP Identity Protection
  • CPP Identity Protection (Ireland)
  • CPP Commercial Identity Protection
  • CPP Company Identity Protection
  • CPP Handbag Cover
  • CPP KeyCover
  • CPP Rescue Me
  • CPP Assist

 

Number of complaints opened

Number of complaints closed

% closed within 8 weeks

% upheld

General insurance and pure protection

15,516 18,698 85.5% 73.3%

In the same period, complaints about advising, selling and arranging comprised 0.68 complaints per 1000 live policies. Complaints about terms & conditions and disputes over charges, general admin and customer service and other related topics equated to 1.18 complaints per 1000 live policies.

2012

Period: July to December 2012

Brands and trading names operated by Card Protection Plan Limited and Homecare Insurance Limited comprise:

  • CPP Card Protection
  • CPP Card Protection (Ireland)
  • Barclaycard Card Protection
  • Barclays Cardholder Protection
  • Egg Emergency Cover
  • HSBC CardGuard
  • M&S CardSafe
  • NatWest Card Protection
  • CPP Commercial Card Protection
  • Fonesafe mobile phone, laptop and modem insurance
  • Phonesafe mobile phone insurance
  • CPP Identity Protection
  • CPP Identity Protection (Ireland)
  • CPP Commercial Identity Protection
  • CPP Company Identity Protection
  • CPP Handbag Cover
  • CPP KeyCover
  • CPP Rescue Me
  • CPP Assist

 

Number of complaints opened

Number of complaints closed

% closed within 8 weeks

% upheld

General insurance and pure protection

15,365 12,523 98.3% 42%

In the same period, complaints about advising, selling and arranging comprised 0.40 complaints per 1000 live policies. Complaints about terms & conditions and disputes over charges, general admin and customer service and other related topics equated to 1.22 complaints per 1000 live policies.

Period: January to June 2012

Brands and trading names operated by Card Protection Plan Limited and Homecare Insurance Limited comprise:

  • CPP Card Protection
  • CPP Card Protection (Ireland)
  • Barclaycard Card Protection
  • Barclays Cardholder Protection
  • Egg Emergency Cover
  • HSBC CardGuard
  • M&S CardSafe
  • NatWest Card Protection
  • CPP Commercial Card Protection
  • Fonesafe mobile phone, laptop and modem insurance
  • Phonesafe mobile phone insurance
  • CPP Identity Protection
  • CPP Identity Protection (Ireland)
  • CPP Commercial Identity Protection
  • CPP Company Identity Protection
  • CPP Handbag Cover
  • CPP KeyCover
  • CPP Rescue Me
  • CPP Assist

 

Number of complaints opened

Number of complaints closed

% closed within 8 weeks

% upheld

General insurance and pure protection

9,554 9,704 97.5% 33.4%

In the same period, complaints about advising, selling and arranging comprised 0.15 complaints per 1000 live policies. Complaints about terms & conditions and disputes over charges, general admin and customer service and other related topics equated to 0.76 complaints per 1000 live policies.

2011

Period: July to December 2011

Brands and trading names operated by Card Protection Plan Limited and Homecare Insurance Limited comprise:

  • CPP Card Protection
  • CPP Card Protection (Ireland)
  • Barclaycard Card Protection
  • Barclays Cardholder Protection
  • Egg Emergency Cover
  • HSBC CardGuard
  • M&S CardSafe
  • NatWest Card Protection
  • CPP Commercial Card Protection
  • Fonesafe mobile phone, laptop and modem insurance
  • Phonesafe mobile phone insurance
  • CPP Identity Protection
  • CPP Identity Protection (Ireland)
  • CPP Commercial Identity Protection
  • CPP Company Identity Protection
  • CPP Handbag Cover
  • CPP KeyCover
  • CPP Rescue Me
  • CPP Assist

2010

Period: July to December 2010

Brands and trading names operated by Card Protection Plan Limited and Homecare Insurance Limited comprise:

  • CPP Card Protection
  • CPP Card Protection (Ireland)
  • Barclaycard Card Protection
  • Barclays Cardholder Protection
  • Egg Emergency Cover
  • HSBC CardGuard
  • M&S CardSafe
  • NatWest Card Protection
  • CPP Commercial Card Protection
  • Fonesafe mobile phone, laptop and modem insurance
  • Phonesafe mobile phone insurance
  • CPP Identity Protection
  • CPP Identity Protection (Ireland)
  • CPP Commercial Identity Protection
  • CPP Company Identity Protection
  • CPP Handbag Cover
  • CPP KeyCover
  • CPP Rescue Me
  • CPP Assist

 

Number of complaints opened

Number of complaints closed

Complaints closed within 8 weeks

Closed complaints upheld by firm

General insurance and pure protection

4463 4171 4059 (97%) 905 (21.7%)

In the same period, complaints about advising, selling and arranging comprised 3.1complaints per 1000 sales made.  Complaints about terms & conditions and disputes over charges, general admin and customer service and other related topics equated to 43.25 complaints per 100,000 live customers.

Period: January to June 2010

Brands and trading names covered:

  • CPP Card Protection
  • Barclaycard Card Protection
  • Barclays Cardholder Protection
  • Egg Emergency Cover
  • HSBC Cardguard
  • M&S CardSafe
  • NatWest Card Protection
  • CPP Commercial Card Protection
  • CPP KeyCover
  • CPP Assist
  • CPP Identity Protection
  • CPP Commercial Identity Protection
  • CPP Company Identity Protection
  • CPP Handbag Cover
  • CPP Rescue Me

 

No of complaints opened

Number of complaints closed

Complaints closed within 8 weeks (%)

Closed complaints upheld by firm

General insurance and pure protection

616 616 97% 194

In the same period, complaints about advising, selling and arranging comprised 0.53complaints per 1000 sales made.  Complaints about terms & conditions and disputes over charges, general admin and customer service and other related topics equated to 10.9 complaints per 100,000 live customers.

Homecare Insurance Ltd

Period covered: January to June 2010

Brands and trading names covered:

  • Fonesafe mobile phone, laptop and modem insurance
  • Phonesafe mobile phone insurance
  • CPP Identity Protection (Ireland)
  • CPP Commercial Identity Protection
  • CPP Company Identity Protection
  • CPP Card Protection (Ireland)
  • CPP Handbag Cover

 

No of complaints opened

Number of complaints closed

Complaints closed within 8 weeks (%)

Closed complaints upheld by firm

General insurance and pure protection

1329 1329 98% 466

In the same period, complaints about advising, selling and arranging comprised 12.8complaints per 1000 sales made.  Complaints about terms & conditions and disputes over charges, general admin and customer service and other related topics equated to 51.7 complaints per 100,000 live customers.

About CPP

Focused on Life Assistance products and services

CPP is an international Life Assistance business operating across 15 geographical markets with more than 200 Business Partners worldwide.

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History

CPP began life as a provider of Card Protection insurance in 1981. Since then it has grown into an international provider of consumer assistance products and services operating across multiple sectors.

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CPP opera a lo largo de 15 países en Europa, América Latina, y Asia