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.

2016

Period: July – December 2016

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

  • CPP Card Protection
  • CPP Card Protection (Ireland)
  • CPP Commercial Card Protection
  • Fonesafe mobile device insurance
  • Phonesafe mobile phone insurance
  • CPP Identity Protection
  • CPP Identity Protection (Ireland)
  • CPP Commercial Identity Protection
  • CPP Company Identity Protection
  • CPP KeyCover

 

General insurance and pure protection 

Total opened 974 
Total closed 1,174
Percentage closed within 3 days 27
Percentage closed after 3 days but within 8 weeks 73
Percentage upheld 45
Number of complaints opened per 1,000 policies in force 0.75
Main cause of complaints opened Advising, selling and arranging

 

 

Period: January – June 2016

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

  • CPP Card Protection
  • CPP Card Protection (Ireland)
  • CPP Commercial Card Protection
  • Fonesafe mobile device insurance
  • Phonesafe mobile phone insurance
  • CPP Identity Protection
  • CPP Identity Protection (Ireland)
  • CPP Commercial Identity Protection
  • CPP Company Identity Protection
  • CPP KeyCover

 

Number of complaints opened

Number of complaints closed

% closed within 8 weeks

% upheld

General insurance and pure protection

1,543 1,554 99.2% 40.9%

2015

Period: July – December 2015

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

  • CPP Card Protection
  • CPP Card Protection (Ireland)
  • CPP Commercial Card Protection
  • Fonesafe mobile device insurance
  • Phonesafe mobile phone insurance
  • CPP Identity Protection
  • CPP Identity Protection (Ireland)
  • CPP Commercial Identity Protection
  • CPP Company Identity Protection
  • CPP KeyCover

 

Number of complaints opened

Number of complaints closed

% closed within 8 weeks

% upheld

General insurance and pure protection

2,165 2,325 98.6% 36%

Period: January - June 2015

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

3,562 3,432 97% 46.7%

2014

Period: July to December 2014

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

6,339 6,888 96.1% 57.7%

In the same period, complaints about advising, selling and arranging comprised 1.84 complaints per 1000 live policies. Complaints about terms & conditions and disputes over charges, general admin and customer service and other related topics equated to 1.13 complaints per 1000 live policies.

Period: January to June 2014

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

12,388 13,215 97.3% 70.9%

In the same period, complaints about advising, selling and arranging comprised 1.11 complaints per 1000 live policies. Complaints about terms & conditions and disputes over charges, general admin and customer service and other related topics equated to 0.98 complaints per 1000 live policies.

2013

Period: July to December 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

11,856 10,285 97.6% 59.0%

In the same period, complaints about advising, selling and arranging comprised 0.47 complaints per 1000 live policies. Complaints about terms & conditions and disputes over charges, general admin and customer service and other related topics equated to 1.15 complaints per 1000 live policies.

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

 

Number of complaints opened

Number of complaints closed

% closed within 8 weeks

% upheld

General insurance and pure protection

8803 9957 97% 21%

In the same period, complaints about advising, selling and arranging comprised 0.11 complaints per 1000 live policies. Complaints about terms & conditions and disputes over charges, general admin and customer service and other related topics equated to 0.72 complaints per 1000 live policies.

Period: January to June 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

 

Number of complaints opened

Number of complaints closed

Complaints closed within 8 weeks

Closed complaints upheld by firm

General insurance and pure protection

9565 8491 8373 (98.6%) 1613 (19%)

In the same period, complaints about advising, selling and arranging comprised 12.4 complaints per 1000 sales made. Complaints about terms & conditions and disputes over charges, general admin and customer service and other related topics equated to 75.5 complaints per 100,000 live customers.

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 3.1 complaints 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 0.53 complaints 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 12.8 complaints 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.

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