Policy Expert Reviews

4.71 Rating 15,529 Reviews
96 %
of reviewers recommend Policy Expert
Merchant Metrics
Shipping & Delivery
Delivery Methods
Postal Service
On-time Delivery
99%
Accurate And Undamaged Orders
100%
Customer Service
Communication Channels
Email, Telephone, Live Chat
Queries Resolved In
Under An Hour
Customer Service
4.73 out of 5
Read Policy Expert Reviews

About Policy Expert:

Our customers are at the heart of everything we do, and our team of experts have a real passion for making sure people get the right cover for them.

Policy Expert is driven by a desire to help our customers find not only the best value insurance, but the right insurance for their individual needs.

Our dedicated Experts are always on hand to help - either online or over the phone. Whether you want assistance in finding the right policy or even handling a claim, we make sure it’s all handled by experts.

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Phone:

0330 0600 600

Email:

ask@policyexpert.co.uk

Location:

352-390, Silbury Boulevard, Milton Keynes

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Bought the policy & only when I checked everything was covered was I informed they would Not insure me unless I get a valuation of a picture. Even though in the 16 years we had been in possession of it we had NEVER been asked for a valuation. The valuation would cost 3 times more than the savings they originally offered. Then they repeatedly made things up to try to cancel the policy. Disgraceful & completely unprofessional
Posted 8 months ago
Good Afternoon Thank you for taking the time out to leave us a review. When a valuable is specified on your policy, there are endorsements that may be applied to your policy Terms and Conditions. One of the endorsements do state that you will need to have the item valuated to ensure that you have the appropriate amount of cover under your policy. However, I am sorry for the inconvenience this has caused you. I would like to discuss this matter further with you, however I'm unable to locate your account with the details left on this review. If you could please contact me directly. I am available via phone or you can email at ask@policyexpert.co.uk and mark it for my attention. Thanks, Nisha
Posted 8 months ago
Didn't really seem to listen to our requirements. Despite having been insured with them before without claims for over 10 years, they did not want to re-insure us as we have over an acre of land around the house (small-holding). We were looking for buildings and contents cover, not cover for the land and animals. Other companies don't make such a fuss.
Posted 8 months ago
Good Afternoon, Thank you for taking the time to leave us this feedback. Please note that every insurer has an 'underwriting criteria' which determines whether or not we are able to offer a suitable policy for a property. Policy Expert is unable to adequately cover properties with any additional acres of land which exceed a standard home garden. I appreciate that this may not be the outcome that you were expecting, but our primary concern is to make sure that you and your home are correctly covered. I hope this resolves your concerns, but if you would like to discuss this matter in any further detail, please do not hesitate to contact me at ask@policyexpert.co.uk. I'll be happy to help. Thanks, Jasmine
Posted 8 months ago
Absolute shocking service policy cancelled after 3 days - after receiving emails and phone calls regarding policy when set up on line to avoid all this would never use this campany again yet a manage was never available to take your complaint
Posted 9 months ago
Hi there, thank you for taking the time to leave your review and I am sorry to hear you are unhappy with our service. I would really like the opportunity to investigate this for you but unfortunately, I am unable to locate your account with the details you have left on this review. Could you please email me your policy details to feedback@policyexpert.co.uk. Thanks, Mick.
Posted 9 months ago
Where to start? We are now on to our 3rd claims handler with no resolution in sight, apparently ours is a 'complex case.' I have made 3 complaints so far, but will have to take it to the Ombudsman for their adjudication as we are now five months in. I guess I will get the generic reply on here that all 1 star reviews get. I initially complained to Policy Expert but I was told to put it to TrinityM as they are handling my claim. Even though they're all part of the same firm! Advice if you're making a claim : Don't hold your breath that you'll get any help. Hire an insurance assessor as otherwise you'll not get anywhere. Best advice I can give is not to take out a policy at all!
Posted 10 months ago
Good Afternoon, Thank you for taking the time to raise these concerns with us. I am sorry to learn that you are unhappy with the way your claim has been managed. Please note that it is never our intention to leave generic replies on one-star reviews - we genuinely want to look into all concerns our customers have. I have done my utmost to try and locate your account and investigate matters further, but I'm afraid I have been unable to do so with the information you have left in your review. Therefore, could you please forward your details to me at ask@policyexpet.co.uk? Be sure to put 'FAO Jasmine' in the subject line, so I can pick this up right away. Thanks in advance, Jasmine
Posted 10 months ago
Do not be fooled by these good reviews, if you have a claim a company called trinity claims will deal with it, if you google you will see the reviews on the claims process, it's a absolute sham!!!!!!!!!!!!!
Posted 11 months ago
Good Afternoon, Thank you for taking the time to leave us your feedback. I'm sorry to hear that you are unhappy with the service provided by our claims team. I would like the opportunity to investigate your concerns, but I'm afraid I have been unable to, with the information left in your review. If you would like to discuss this further, please do not hesitate to email me directly at ask@policyexpert.co.uk. Please be sure to highlight your email for my attention so I can pick this up right away. Thanks, Jasmine
Posted 11 months ago
Very poor service,after receiving my renewal quote for home insurance I called to ask if price could be bettered as Id found better deal online. Thought all was well when I was given a better price more or less matching what I had found online. All agreed on price and payment taken over the telephone for the new lower quote. Two days later when payment was taken,price reverted to original quoted price. Then had to call again but was told there was no record of lower price quoted on their system. After a lengthy discussion,finally had to cancel policy and do a new quote which price wise was ok but not even a goodwill gesture to apologise for their incompetence.
Posted 11 months ago
Good Afternoon Mrs Emerson Thank you for getting in touch. I sincerely apologise for the inconvenience you had experienced when renewing your policy. I had tried calling you today to discuss your concerns further but unfortunately, I was unable to get through to you on the phone number we have on your account. I would like the chance to explain the situation so we can get this matter resolved. I have sent you a separate email requesting your contact details, if you could please respond to the email, I will pick this up right away. I look forward to hearing back from you. Thanks, Nisha
Posted 11 months ago
They are absolutely dreadful, very attentive when you are buying a policy. When you claim its totally different, they are slow to point of being unbelievable. They do not replace like for like, I could not be more disillusioned with them. You may as well not be insured. Just a really disgusting outfit. Do not waste your money, go to a reputable insurance company if you can find one. Now there's a challenge!
Posted 11 months ago
Good Afternoon Mr Arnold Thank you for taking the time to leave us a review. I am sorry for any inconvenience you have experienced with the claims process. I have managed to locate your account and have forwarded on your concerns to the claims team. They have assured me that a claim handler will be in touch with you to discuss things further. If there is anything I can help you with in the meantime, please contact me directly. I am available via phone or you can email ask@policyexpert.co.uk and mark it for my attention. Thanks, Nisha
Posted 11 months ago
I should receive the £100 because I always buy policy expert home insurance every year
Posted 11 months ago
Good Afternoon Mr Richardson, Thank you for taking the time to leave us your feedback. Whilst we appreciate your continued custom and loyalty, to ensure our competitions are fair to all entrants, the winners are picked at random. I wish you the best of luck with this months competition, and be sure to keep an eye out for any new competitions in the future! Thanks, Jasmine
Posted 11 months ago
Couldn't help me at all
Posted 11 months ago
Good Afternoon, Thank you for taking the time to leave us a review. In order for us to be able to offer a suitable policy for a new property a customer is buying, there are certain requirements that need to be met, such as the contracts have already been exchanged, and there are no imminent building work or structural changes planned at the new home. I appreciate that the outcome you have received may not have been you were expecting and I apologise for any inconvenience caused. Please just be assured that our main concern is that you and your property are adequately protected. If you would like to discuss this in more detail, or if you have any additional concerns that you'd like us to address, please do not hesitate to contact us on 0330 0600 632. Thanks, Jasmine
Posted 11 months ago
Would NOT recommend As with most insurance companies, wonderful until you make a claim. They do not supply like for like, the claim process is all hassle. Making a claim was unbelievable, talk about frustrating. I would NOT! recommend these people.
Posted 11 months ago
Good Afternoon Richard, Thank you for taking the time to leave us your feedback. I'm sorry to hear that you're unhappy with the way your claim has been managed. I can assure you that all of our home insurance policies work on a “new for old” basis. This means that if a valid claim is made, all items will be replaced with the new equivalent. We will always do our utmost to resolve claims quickly and efficiently, however, depending on the circumstances of the claim, this can take a little longer than expected. I would like the opportunity to look into your concerns further and raise them with our claims team, however, I'm afraid I have been unable to locate your account with the information left in your review. Could you please forward your details to me at ask@policyexpert.co.uk? Be sure to highlight your email for my attention so I can pick this up right away. Thanks in advance, Jasmine
Posted 11 months ago
Worst insurance company I've ever dealt with. Everything's fine until you need to make a claim. Took 2 days to approve a quote to fix my boiler. I wasted an hour on hold to them trying to chase it up, only to be cut off. Shambolic. I wouldn't recommend this company to anyone
Posted 11 months ago
Good Afternoon Mr Roeber, Thank you for getting in touch and for taking the time to leave us your feedback. I have spoken with our home emergency care claims team, and whilst I understand a contractor attended your property the day after you logged a claim with us, we needed to discuss matters with you, before steps could be made towards a repair. I am pleased to learn that you have spoken with us today, and the situation is on-track to being resolved for you. However, if there is anything further you'd like to discuss in the meantime, please do not hesitate to contact me directly at ask@policyexpert.co.uk. Thanks, Jasmine
Posted 11 months ago
They take money out of your account without notice or consent. When you try and contact them they send you into a continual circle of being ignored. Stay clear!
Posted 1 year ago
Good Morning Mr Hodge Thank you for taking the time to leave us a review. I have managed to locate your account and can see that we have responded to your emails and are waiting for a reply from you to advise us of the next steps, however, I am sorry that you have missed this. I tried calling you today to assist you further but unfortunately, there was no answer. If you could please email me at ask@policyexpert.co.uk and mark it for my attention, I will pick this up right away. I look forward to hearing back from you. Thanks, Nisha
Posted 1 year ago
I recently received a renewal for my home insurance,and emergency cover.on the emergency cover list all the items were ticked on both the upgrade and basic cover list.l therefore said does my basic cover include all of these shown on the renewal. A very badly mannered manager said no it was a computer error and refused to honour the stated cover under the renewal.
Posted 1 year ago
Good Evening, Thanks for taking the time to leave us a review. I've had an opportunity to look into the concerns you have raised, and I'm sorry to learn that you are unhappy with your recent experience. We have informed our technical team of the issues you have raised - they are looking into this as a matter of urgency and hope to get this resolved as soon as possible. I'm confident that the member of our management team was empathetic with your situation and did their utmost to explain their position. However, any necessary feedback regarding their service will be given to the manager in question. I understand that as our management team were unable to resolve this for you, they have escalated your concerns and they are currently being reviewed by the relevant department. They will be in touch as soon as they have finished their investigations. Thanks, Jasmine
Posted 1 year ago
Do not use this company. They will use any excuse to con you out of a claim. I made a claim on harling damage to our chimney after a storm. Was advised that this would be ok to sort on insurance and due to the current covid situation, could we send pictures instead of having someone come out to inspect it. I sent the pictures and several weeks later had a phone call to say it had been rejected as it was 'wear and tear', even though the harling was there the night before the storm and gone the day after. I questioned how they could reject it from pictures alone and the person I spoke to was very condescending. 'Incase you arent aware of the situation in the world' is what she said. Being a nurse in the NHS and currently working through the crisis, I am all but too aware of the situation and I didnt appreciate the condescending tone. However this doesn't change the fact that no one has actually inspected it to reject it definitively.
Posted 1 year ago
Good Morning Mark, Thank you for taking the time to leave us this feedback. Firstly, on behalf of Policy Expert, I would like to thank you for the hard work you have been doing during this pandemic. I'm sorry to learn that you're unhappy with the outcome of your claim, and the service provided by one of our agents. I would like the opportunity to investigate the concerns you have raised, but I have been unable to locate your account with the information left in your review. Could you please forward your details to me at ask@policyexpert.co.uk? Please be sure to highlight your email for my attention so I can pick this up right away. Thanks, Jasmine
Posted 1 year ago
I transferred our household insurance because of the low price and persuasive sales technique. However when I tried to claim after our roof was damaged by storm Ciara I found a completely different attitude. Never ending delaying tactics with no communication after more and more information was sent. In exasperation our MP gave us the contact details of the managing director. I will transfer insurance as soon as it comes up for renewal.
Posted 1 year ago
Good Afternoon Patricia, Thank you for taking the time to leave us this feedback. I'm sorry to hear that you're unhappy with the outcome of your claim. I understand our claims team have fully reviewed the concerns you have raised, and recently sent you a letter regarding them. If you are still unhappy with their response, the letter contains details about the next steps you can take. Thanks, Jasmine
Posted 1 year ago
Do NOT invest your time or money with this company!! Policy Expert certainly gave one of the cheapest quotes for my household buildings and contents insurance. However, when I actually needed to claim, I found out why they were cheap. The simple answer was that they will avoid paying out at all costs, Expertly. Literally from the moment I mention “I would like to claim” their conniving team went into overdrive. Do not trust them!
Posted 1 year ago
Good Afternoon Mr Owen Thank you for taking the time to leave us a review. I am very sorry to hear that you are not happy with the outcome of your claim. I have looked into this matter for you and can see that my colleague has been in contact to address your concerns. I understand that you are not happy with the response and if you would like to escalate this further, please contact us directly. We are available via phone or you can email us at ask@policyexpert.co.uk. Thanks, Nisha
Posted 1 year ago
We bought a house in August 2019 and unfortunately after a few months we noticed water marks going up our walls in kitchen, dining room, living room, hallway and downstairs toilet. We had no idea where it is coming from so we called our insurance POLICY EXPERT and asked if we are covered for access and seek. They said yes. We have contacted local leak finding company and they spent 2 days trying to find a leak. They used a gas and tried heating and main water. After they find a leak - copper water piped in the middle of the kitchen and under double tiles - they diged meters of holes along a pipes until they found the leak. Day later we had another masive leak from the same pipe, but 50 cm from original. They again came and fixed it. On the day we had to pay £2214 bill. Our insurance than came and accesed the damage and also brought 2 drying machines. We had them for 6 weeks and they run nonstop. We were worried about our electricity bill, but were told not to worry as insurance will pay us back. After 6 weeks walls were dry, but we got black mould under kitchen counters. Now after 3 months and still with huge hole in the middle of our kitchen (not fun with 2 small children) we were offered £2203.29 and £28 for electricity. We are not happy as this settlement will not even cover the access and seek bill and to get £28 for over 3000kwh of eletricity is just sad when we spend over £400 on it. I will never go with Policy Expert again. We are left in debt & with broken kitchen floor.
Posted 1 year ago
Good Afternoon, Thank you for taking the time to send us your feedback. I'm sorry to hear that you're unhappy with the way your claim has been managed and with the claim outcome. I can assure you that we will always review and settle claims in line with your policy terms. However, I would like to investigate the concerns you have raised with our claims team. Can you please forward your account details to me at ask@policyexpert.co.uk? Be sure to highlight your email for my attention so I can pick this up right away. Thanks in advance, Jasmine
Posted 1 year ago
Absolute waste of time, communication, zero, any excuse not to pay a penny out, always chasing them when you are the paying customer, disgraceful, praps tornado/hurricane they might pay out, don't waste your money or time with a useless firm! !
Posted 1 year ago
Good Afternoon, Thank you for taking the time to leave us a review. I'm sorry to hear that you're unhappy with the way your claim has been managed, and the claim outcome. I appreciate that not receiving the resolution you were hoping for can be disappointing, however we will always review claims in-line with the cover provided by the policy. I'm afraid I have been unable to locate your account with the information left in your review. Therefore, I am unable to investigate your claim circumstances further. If you'd like to discuss this in more detail, please do not hesitate to email your details to me at ask@policyexpert.co.uk. Be sure to highlight your email for my attention so I can pick this up right away. Thanks in advance, Jasmine
Posted 1 year ago
Having a dingdong with this company at the moment. Been with them 7 yes and this was our first claim .Hurricane Dennis hit us and ripped off my portable garage roof .Its a Clarke garage and was cemented to the ground .Had it a few years and doing the job I bought it for ,to protect a vintage car .A surveyor came out and checked the damage and admitted the storm caused the damage. However the report came back saying that I was not covered as this garage came under home contents and it does not cover storm damage .I have home contents and building insurance with them .They told me to check page 20 paragraph 3 .I asked for a review and they never got back to me .Chased them up yesterday and today. Guess what, exact same short answer .How can you treat a customer after being loyal for 7 years with them in this sort of manner .I am not letting it rest and also be taking legal advice for 7years refund ,
Posted 1 year ago
Good Afternoon, Thank you for taking the time to leave us your feedback, I'm sorry to hear that you're not happy with the service you have received. We review all claims fairly and in-line with the cover provided by our policies. I appreciate that not receiving the claim outcome that you were hoping for can be disappointing, and I apologise for any inconvenience caused. If you would like to discuss your claim further, or if you have any additional concerns that you'd like me to address, please do not hesitate to contact me at ask@policyexpert.co.uk. Please be sure to highlight any correspondence for my attention so I can pick it up right away. Thanks, Jasmine
Posted 1 year ago
I made a claim for my roof on 09 February and the surveyor has been out and completed a report (this was 2 weeks ago) since this point I have submitted a quote as instructed by policy expert. I have rang at least 6 times to establish whether I can proceed and I am continually fobbed off with the same broken record that due to the storm surge they are unable to give me an answer! They are yet to ring me and I have wasted so much time attempting to get it sorted out. As an insurance company they should factor in meeting the demand in the event of a surge. We have had storms not a tsunami or an earthquake.. Extremely poor service and after reading reviews this seems to be a trend.. (not just recent reviews but also ones from last year). Why take on customers if you are unable to meet the demand yet alone answer simple questions. I’ve just been advised that I have a case worker (never heard from this person either)! Will never renew my policy with this company again - total nightmare.
Posted 1 year ago
Good Afternoon Thank you for taking the time to leave us a review. I am sorry that you have not received an update on your claim. I can assure you that our claims team have been doing their best to manage a high number of claims queries as quickly and efficiently as possible, however, I do appreciate your concerns and would like to arrange an urgent call back for you. Unfortunately, I have been unable to locate your account with the details you have left on this review, please could you email me directly? I am available via telephone or you can email me and highlight it for the attention of Nisha. Thanks, Nisha
Posted 1 year ago
Policy Expert is rated 4.71 based on 15,529 reviews