I bought my insurance through Policy Expert because of the largely 4 or 5 star online reviews. However, upon closer inspection, it is quite clear that most if not all of the 'glowing' reviews simply arise from someone obtaining or renewing their premium and not from the use of the claims process, which, lets be honest, is why we have insurance in the first place. Having never had to deal with making a claim via Home Insurance previously, I was going into the process completely blind. However, I know that I will never be using Policy Expert in future. It started on Saturday when a burst pipe under the bath resulted in an almost biblical flood through the downstairs of our property. We called the emergency cover hotline, and was passed through to a third party provider. I got through to a lady called Trisha who initially was adamant that I did not have emergency cover. When I assured her I did, I mean I was looking at the schedule on my phone at the time, Trisha proceeded to hang up on me. So I called back and got through to, you guessed it, Trisha again who, for a second time hung up on me. In all, Trisha hung up on me a total of 5 times! Now I may have been a little agitated at the time (it was raining in my house!) I was at no times rude to the handler. When I asked why she kept hanging up on me, she muttered something about 'getting off to a bad start'.... Anyway, on my 6th call back, I got through to a chap called Ben. Ben managed to locate my policy and arranged for a plumber to call in that day. The plumber did, in all fairness, show up around 3 hours later and managed to isolate the leak. The result of that however, was the loss of hot water to the upstairs bathroom and to the sink in the downstairs toilet. The plumber advised he would call back regarding an actual repair however that call never came. So I called on the Monday to chase and was advised the plumber had failed to move the claim to the next 'stage'. No problem I thought, at least things were sort of getting dealt with. I was told a quote would be sought and I would be called back. That takes me to today when I received a voicemail from CET (the handlers) that a quote of £150 has been received to fix the part, however as we had alternative bathing facilities, it was not covered under the terms of the policy. Now I don't know about you, but the kitchen sink doesn't seem like appropriate 'alternative bathing facilities' to me! So I scoured the policy documents and attached definitions document and couldn't find any such exclusion based on alternative bathing facilities. When I called back to query, I advised that I in fact did not have a second bathroom as they seemingly thought and was placed on hold whilst they 'considered matters' I am then told that as we have cold water to the property, the situation is no longer deemed an emergency so is not covered under the terms. Now this is clearly a difference explanation to the voicemail left, which does infer that they are not clear on the precise exclusions to the policy and that their staff generally are of poor quality. Now I had two decisions, do I bother arguing or just get on and pay it. In the end, I chose to pay. It's not fun being in a house with a 4 months pregnant Mrs and no hot water. So in short, they may well be brilliant on the phone when it comes to answering questions on renewals etc..... but when it comes to making a claim, they are worse than poor. Life is too short to argue with companies like this, but If this review stops one person lining the pockets of these folk, then my work here is done. I'm off to have a bath in my kitchen sink now. Policy Expert seem to think that okay anyway!