Absolutely Shocking Service – If you want your property to be insured then don’t go with Policy Expert. Setting up the policy is all very smooth but once they have your money - forget it. We had a burst pipe where the pipe comes into the house and the water was flooding into the cavity wall at the front of the house and exiting from at the back of the house causing a large puddle behind the house. This wasn’t a small leak; the pipe had ruptured. I called the Home Emergency number and found that this wasn’t Policy Expert but a sub-contractor called LIM who very quickly told me I wasn’t covered as no damage was being caused on the inside of the house. They told me to call the home and contents number, which I did and was passed to another sub-contractor called Trinity. They promptly told me to phone the home emergency again, which I did, and the home emergency promptly told me to phone home and contents again. Here we have two sub-contractors batting work off each other with the customer in the middle. After some more ping pong between these sub-contractors Trinity said they would send someone to assess and 4 days later a sub-sub-contractor turned up. They had a 2-minute inspection, told me that they would write their report and send it in. He then told me if the claim was unsuccessful then he could come back and fix it for cash and left me his number. A week passed and I heard nothing, so I phoned again and Trinity told me that they hadn’t received the report yet! A few hours later I called again and the report had miraculously appeared and they told me that I wasn’t covered for the leak because I had a new boiler fitted a month previously. The new boiler was fitted in the back of the house but the pipe had ruptured at the front of the house?? Apparently the sub-sub-contractors report (who offered to do the job for cash if the claim was rejected) blamed the new boiler at the back of the house for a ruptured pipe at the front. WHAT A JOKE Policy Expert! The moral of the story is, if you have a new appliance fitted then you won’t be covered by this policy. They will find any and every excuse not to pay, you may be ping ponged between sub-contractors who really don’t want to take the work on themselves and you will end up paying to have the work done yourself. On top of this, the number you have to call is ‘Special Service’ so you will pay a premium while you are on hold with them.