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Policy Expert Reviews

4.7 Rating 19,572 Reviews

96 %

of reviewers recommend Policy Expert

Company Reviews

4.7

Based on 19,572 reviews


Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Next Day
On-time Delivery	98%
Accurate And Undamaged Orders	100%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5
Returns & Refunds
Returns Process	Easy

About Policy Expert:

Insurance for people like you
We’re Policy Expert and we create insurance for people like you. Clear policies. Cover to suit your needs. Easier claims.

Award-winning home and car insurance
Okay, so it’s only insurance. But people love what we do. So much so, that our customers have voted us MoneyFacts Home Insurance Provider of the Year 2022 and Insurance Choice Awards Best Home Insurance Provider 2022. Thanks!

The kind of insurance you want
Whether it’s choosing the right policy of sorting out a claim, we’re on a mission to change insurance for the better. With Policy Expert, you get the kind of insurance you want.

Visit Website

Phone:

0330 0600 600

Email:

ask@policyexpert.co.uk

Location:

110 Bishopsgate,
London
City of London
EC2N 4AY

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Policy Expert 5 star review on 13th February 2023

Policy Expert 5 star review on 29th January 2023

Policy Expert 5 star review on 29th January 2023

Policy Expert 5 star review on 8th December 2022

Policy Expert 5 star review on 25th November 2022

Policy Expert 5 star review on 11th June 2022

Policy Expert 5 star review on 9th March 2022

15

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“They took unauthorised payment before the insurance was due for renewal.”

Posted 6 years ago

Good morning, Thanks you for taking the time to leave us a review, We send all our renewal invites out in advance via email and via post informing customers when their renewal will take place. I have looked into this for you and I can confirm that we wrote you to 30 days before your renewal and left subsequent reminders following so. We ensure all payment is taken 5 days in advance to make sure that should any payment issues arise, all our customers have time to resolve this and stay on cover. If you would like to discuss this further do not hesitate to get back in touch at ask@policyexpert.co.uk Kind regards Georgie

Posted 6 years ago

“I was not called to discuss a renewal with you you took money from my account with out my authority and it is ilegal to keep my my card details with out my say so which I did not I have been a customer for many years with another property as well with landlord insurance iam going to look into why you have kept my card details with out my concent with Legal reprucutions because this is theft”

Posted 6 years ago

Good morning Mr Johnston, Thanks for your review. I am sorry to hear you were unhappy with the renewal process of your home insurance policy. In the month prior to your policy expiring, we sent you out a renewal invite by post and email. The renewal invite states the proposed cover, premium, when the premium will be taken, how to 'opt out' of the renewal, etc. It also states that the payment will be taken in the week before the policy is due to expire. I have sent you over an email to the registered email address on the account to request some further information from you, as soon as we have heard back we will get this resolved for you right away. Thanks again, Vicky

Posted 6 years ago

“Automatic renewal is bad enough. Helping yourself to the premium a full week before it’s due is robbery!”

Posted 6 years ago

Good morning, Thank you for your review. We contacted you via email/letter approximately 30 days before your renewal date confirming that your policy was due for renewal, in this email/letter we confirmed that if we did not hear from you, we would assume that you were happy for us to automatically renew the policy and take payment. Therefore, as we did not hear from you your policy with us automatically renewed and the payment was taken. We will automatically renew your policy (and take payment) 3-5 days before the renewal date to ensure that the payment is successful. This is to ensure do not leave our customers without cover unknowingly in case there are any issues. This will have been explained in the renewal invite. I have sent you a separate email regarding this in order to get things resolved. Thanks, Hannah

Posted 6 years ago

“Once again i am writing a review about a claim on page 38. I was required to make a claim about a water leak in my bathroom once got through to the company followed their instruction and paid out £500.00 pound for a company to come in and check where the leak was that was in the beginning of November 2017. Long story short to date i still have no showering facilities no progress with trinity claims, had an assessor out twice still awaiting feed back have e-mailed phoned ETC. I wish i had never gone with this company, checked through 150 pages of reviews and everyone is pleased with the service when Policy Expert is setting your policy up and taking your money but not once in the 150 pages of reviews that i checked did anyone say or give any stars for how well their claim had been handled. So to Hannah Vicky and Nisha at policy expert as of tomorrow afternoon i will be taking legal advice and contacting the Insurance omnibus and asking Which for advice, and for all your potential customers to come i will write a review each day to allow them to know how thing are progressing Thank you Darren Sadler Claim number TPEH00061189”

Posted 6 years ago

Good morning, Thank you for taking the time to leave us a review. I am sorry to hear that you are unhappy with the way that your claim has been handled. I have looked into things for you and can see that a complaint was raised for you back in December and passed to the claims team. They will be fully investigating things from start to finish and then issue you a final response. If at this stage you are still unhappy with our response/resolution, you are able to take your complaint to the Financial Ombudsman, details of how to do this will be within the final response letter. Thanks, Hannah

Posted 6 years ago

“Like the majority of people writing a review on here, we were drawn to go with this provider due to much lower quote for "APPARENTLY" similar cover to previous insurer. Unfortunately, today, we had cause to call them in relation to a water leak outside the property. VERY unhelpful, NOT covered under the policy for this apparently (even though the policy is supposed to cover this type of claim up to £10,000) , they promised to call back by 3pm today............... NOTHING! In future, would use any other insurance company but this one! No wonder they are cheap! You get what you pay for and their policy is not worth the paper it's printed on!!!! DO NOT USE THIS COMPANY!!!!!!”

Posted 6 years ago

Good morning, Thanks for taking the time to leave us a review. I am sorry to hear you have been unhappy with the service received from your claims handlers. I have logged your comments with our complaints team to review, this will be looked into with your claims handlers directly. We will be in touch with a response to your feedback as soon as possible but if there is anything further we can help with in the meantime please call our customer services team on 0330 0600 632 or email us at ask@policyexpert.co.uk. Thanks, Vicky

Posted 6 years ago

“First of all, a note about reviewing insurance providers : most reviewers rate how easy it is to buy insurance. That's the part where the insurance provider needs you, THEY HAVE to get it right. A relevant review needs to rate the part where YOU need them, and that's when you have a claim. I held insurance with Policy Expert for two years, the purchase process was simple and the renewal relatively smooth... However, I have recently had a problem at home and needed their help, and that's when it stopped being so smooth. The home emergency insurance provider did everything they could not to honor their contract, they wasted my time, kept changing their mind... and they finally won as I gave up and now decided to pay for the repair myself rather than deal with them. That's £250 down the drain thanks to (best case) their incompetence or (worst case) their bad faith. Thank you Policy Expert !”

Posted 6 years ago

Good morning, Thank you for taking the time to leave us a review. I am sorry to hear that you feel the home emergency team have tried to avoid paying out your claim. I have spoken with the home emergency team now who have confirmed that the claim you registered with them has been accepted and will in turn be paid out. I have sent you an email regarding this matter, please respond directly to that in order for us to get this matter solved for you. Thanks, Hannah

Posted 6 years ago

“Mess up with email address on your rubbish database. Matilda Skinner is no expert. Failed to ring at promised time just before Saturday before Christmas! Then she went on leave until after the Christmas Bank Holidays leaving me and my policy in right limbo!! So, so called policy expert lost over 6 months of my business and will probably lose another 12 months business when I inform my brother in law whom I recommended a few days ago to use your so call expert company. Yes that's right- He'll probably cancel with you when I see him over Christmas!,,”

Posted 6 years ago

“I’ve been holding for ages!”

Posted 6 years ago

Good afternoon, Thanks for taking the time to leave us a review. I am sorry to hear you were waiting on hold, we have a callback service where you can select the option to receive a callback to prevent you having to wait on hold if required. I can see you have received correspondence from ourselves since this review was left but if ever you need to get in touch with us we can be reached by phone, email, text, live chat and social media (if applicable). Please don't hesitate to contact us if there is anything else you require. Thanks, Vicky

Posted 6 years ago

“Make up own rules”

Posted 6 years ago

“Do not honour their quotes”

Posted 6 years ago

“I am insured with Policy Expert and at the time of getting a quote i could not fault them nice experienced staff very helpful. Given a good quote so i paid in full-happy. Sadly this is not the same when i came to claim for water damage to my bathroom. I had to pay a company £500.00 pounds to find where the leak was coming from, Then a plumber was sent by the company to remove the shower tray in the process of doing this the walls were damaged and the shower tray broken, Assessor came to assess stated that as this was my only bathroom we may need to move out for a fortnight till work commenced there would be a company come out to remove the damp plaster and de-humidifiers left to dry out the walls this has not happened yet update today is it will be next week this is three weeks with out bathroom. We have asked to speak to a supervisor twice and both times been told they are not available. SO Insurer buyer beware they may not be as nice and as helpful as you are lead to believe.”

Posted 6 years ago

“I would not recommend policy expert. Poor claims management from trinity claims. I have had a water leak under the concrete kitchen floor. The floor has sunk. Registers my claim with trinity claims and have no information from the structural engineers report or the loss adsuster When I call I never get to speak to my claims handler. That person changes on a weekly basis. Don't get a call back or reply to my email. For a company that manages claims they are quite poor at maninging claims. I wouldn't recommend policy expert or there 3rd party claims handling service. Trinity claims made me an offer on Monday. Spoke to them on the Wednesday and they dropped the offer by £2000 and tryed to say to me that they didn't offer me that price. Well these calls are recorded lets check the phone records. I don't make mistakes when it comes to money. Trinity claims are an absolute joke.”

Posted 6 years ago

Good afternoon, Thanks for leaving us a review. I am really sorry to hear that you've not been happy with the way that your claim has been dealt with. This is certainly not the type of practice we condone, especially during an already difficult time for you. I have looked into things and can see that a complaint has already been raised on your behalf, this issue is therefore being looked into for you already. I have advised our complaints department of your latest comments, someone will be in touch shortly. If there is anything else we can assist you with in the meantime, please call us on 0330 0600 632. Thanks, Hannah.

Posted 6 years ago

“First claim in 20 years. Couldn't even find my claim. Took 2 weeks to reach a decision, even though they had assured me they would rush it through because the claim seriously affected my disabled wife. Had to constantly chase them up, then they turned down the claim despite plumbers report the fact that despite their refusal I know the claim is legitimate. Everything is fine until you make a claim. Read claim reviews! I couldn't agree more with the review below who stated "This is a disgrace of a company". AVOID - USELESS”

Posted 6 years ago

“Total disgrace of a company. Thd first time in 25 plus years we have had to make a claim and they try to wriggle out of their responsibilities. Avoid them at all costs”

Posted 6 years ago

“I was going to go with another Insurance company but was talked into staying and was given a new quote and was told that I would be able to have the same quote for two years. I was told they would take the new amount on 30/10/17. They took the old amount on 27/10/17 and when I phoned to complain was told the best they could do was to keep the old policy quote and they would send me a cheque for £20 as compensation but also was told they couldn't even give me the original quote next year. I had to take the offer this year as I felt it was too late to start shopping around for this year but because of the terrible service I will not be renewing again next year.”

Posted 6 years ago

Good morning, Thank you for your review. I am sorry to hear this. I have looked into things for you and can see that you do have a two year fixed price, this means that next year, your renewal will be the exact same price. I can also see that a complaint has already been raised for you and therefore this matter will be investigated for you and someone will be in touch shortly. If there is anything we can help you with in the meantime, please do not hesitate to get in touch on 0330 0600 632. Thanks, Hannah

Posted 6 years ago

“Did not make any claims on house insurance, despite this they put my premium up by nearly £5 this year and removed Home emergency cover from my policy! And even though I’ve cancelled it yesterday I am getting emails this morning saying thank you for your purchase from policy expert!”

Posted 6 years ago

Good morning, Thank you for your review. I am sorry for the inconvenience you have experienced. I have tried to contact you today to discuss this further but unfortunately, you were unavailable. When your policy is in the renewal period (30 days before the renewal date) you will receive reminders, this gives our customers time to advise whether they would like to cancel or renew their policy. If we have not heard from you 5 days before the renewal date, the policy will automatically renew, this is to ensure you are covered if there is a payment issue. I have emailed you explaining the Home Emergency cover in more detail. If you would like to discuss this over the phone, please respond back to the email with a convenient time and telephone number and I will get back to you right away. Thanks Nisha

Posted 6 years ago

“when submitting a claim; you don't want to know; you should not be allowed to trade”

Posted 6 years ago

Good afternoon Valerie, Thanks for taking the time to leave us a review today, I am sorry to hear if you have had any issues with your claims handlers up to this point. I have spoken with them today following your comments to look into whats happening here. They have confirmed they will be in touch today via email as requested with further information regarding the next steps. If there is anything else I can do in the meantime, please send our customer services team an email to ask@policyexpert.co.uk FAO Vicky. Thanks, Vicky

Posted 6 years ago

“My husband had £4000 of camera equipment stolen from the boot of his car. We realised that the terms of the cover would only allow us to claim £1000 but it was better than nothing --- WRONG ! - Because the thieves had entered the locked car without causing any damage they refused to pay out anything at all. Later the same year we had a pane of conservatory glass that shattered. It took over a month before we got any contact at all, and then was delayed further because of the tinted film that had been applied to the glass. We were asked to provide proof of the type of film applied even though they were aware that the conservatory had not been bought new by us. Once I said that was impossible as I hadn't been the one to buy the film they said they would have to investigate the claim further. I know people say you get what you pay for, but this company are appalling and I would never recommend them to anyone, not will I ever use them again.”

Posted 6 years ago

Good afternoon, thanks for your review. I have spoken with your claims team just now regarding this in order to get a better understanding of what's happened here. I have also tried to give you a call to explain things further, but been unable to get in touch. I have therefore sent you an email regarding this. Thanks, Hannah

Posted 6 years ago

“Utterly dreadful, underhand company to deal with from start to finish. They even tried to make leaving them hard by bombarding me with emails and letters after having been told that I would not be renewing and had already purchased insurance elsewhere. Don't bother complaining, they will just completely ignore what you say, pay basic lip service to try and make it look like they case and then whitewash the complaint handling process.”

Posted 6 years ago

Good afternoon, Thank you for taking the time to leave us a review. I'm sorry that you have been unhappy with the service you have received.I understand this was investigated in full by our complaints team who have already issued their final response to you. Within this letter, it will state what you to do if you are still unhappy with our conclusion but if you do wish to discuss this further, please do not hesitate to get in touch with our customer service department on 0330 0600 632. Thanks, Vicky

Posted 6 years ago

“We have been with policy expert for the last year, had one claim with a differant companies over the las 40 years Just put a claim in and renewed for the coming year and have been refused as we had a PARKING FINE with a CCJ attatched apparently in 2014 !!!! we had no idea about this , and this has caused quite considerable stress It's not Policy expert , it's the underwriters Trinity claims !!!! Is this really fair ? Folks just beware of this , as we find this hard to believe what the outcome has been There is nothing nowadays for loyalty . I'ts discusting”

Posted 6 years ago

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Policy Expert is rated 4.7 based on 19,572 reviews