Policy Expert Reviews

Name: Policy Expert
Address: 110 Bishopsgate, London, City of London
Rating: 4.72

4.7 Rating 20,133 Reviews

96 %

of reviewers recommend Policy Expert

Company Reviews

Metrics

Info

4.7

Based on 20,133 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

Write Your review

Tell us how Policy Expert made you happy

Help future customers by talking about customer service, price, delivery, returns & refunds.

Minimum 10 characters

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Policy Expert 5 star review on 8th April 2025

Anonymous

Anonymous // 01/01/2019

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

“My house was burgled on 10th March. I walked in with my 3 young children to a trashed house and my jewellery was taken. The police arrived and the necessary investigation was conducted. I Policy Expert contacted me and advised that as there was no forced entry and no violence and I was entitled to nothing. The burglars came through my sons window and because there was no damage I was told my claim would not be persued. So my question to them was if “I was sitting in my back garden and left my windows open on a very hot day and a burglar came though the front with no forced entry and no violence towards me took place and my possessions were taken” would my claim still not be accepted and there answer was yes. I work 2 jobs, pay my bills, taxes, mortgage, raise my kids and am a law abiding citizen and for what, to be told “sorry we can’t do nothing about it because your windows were not smashed or you we not beaten up. Do not under any circumstances use this unprofessional company. They have no empathy, are rude and basically just want your payments every month and read you out your terms and conditions when you put a claim in to get rid of you. I hope one day the owners of this company will feel the loss and pain that me and my kids have had to endure. To be frank I hope there company rots in hell.”

Helpful Report

Posted 7 years ago

Good afternoon, Thanks for taking the time to leave us a review. I am really sorry to hear what you have been through. With theft claims, most insurers will have an endorsement to state that signs of violent and forced entry to the property must be present as the door locks you have declared should be in full use if you are asleep in bed for the night or not in the property. I am really sorry to hear that on this occasion we were unable to assist, if you wish to discuss this further please contact our customer servcies team on 0330 0600 632 or email us at ask@policyexpert.co.uk. Kind regards, Vicky

Posted 7 years ago

“DON'T BUY CHEAP.i did and now regret it they don't pay out on sight forward claims.some tiles came of when beast from the east arrived and they said the wind wasn't high enough (90mph) how bad does it have to be.”

Helpful Report

Posted 7 years ago

Good afternoon, Thanks for taking to the time to leave us a review. I am sorry to hear you were unable to make a claim on this occasaion. In the event of a storm damage claim, there must be strom winds present of force 10 or above (on the internationally recognised Beaufort Scale). This is because winds of a lower force would not be classed as a "storm" by our claims handlers. If you wish to discuss this further or have any queries please don't hesitate to give our customer services team a call on 0330 0600 632 or email us at ask@policyexpert.co.uk. Thanks, Vicky

Posted 7 years ago

“Beware they are cheap and easy to buy but absolutely rubbish!! Beware they are cheap and easy to buy but absolutely rubbish if you need any help with actual problems and the claims!! I called Policy Expert(home emergency cover) about our boiler loosing pressure and as a result there was no heating, an engineer from RIGHTIO turned up and said there could be a leak in the Central heating system, shown him the access to the foundation through hatch(he himself lifted a few screws opened the hatch with my agreement and signature in a waiver) and went in checked and showed a picture of a leak and said he fixed it(apparently with no tools), within a few hours of him leaving boiler started dropping pressure again!!! Deja vu made another call to home emergency cover this time we had no heating during the red weather alert, another engineer from WALKER GAS turned up once the red alert is over, said it could be the water in the expansion pump, and ensured pumping the water out should fix it. I was quite clear to him that boiler is dropping pressure even when it is not on and still he blamed it on the radiator or the pipes but he was reluctant to go under the foundation to check. He also refused to lift a few screws to gain access to the hatch and wanted me(a 28 weeks pregnant women) to gain him access, I had to call my neighbour in an absolute despair and once we opened the hatch, he went under the floors and emerged out within 3 minutes saying there is no leak in any of the accessible part of the house and if there is any it has to be either under the tiled WC or the further part of the house for one side of the radiator valve where he couldn’t access. Given we have 6 radiators downstairs and they are in 5 different rooms, I don’t think I could have walked that fast around the pipe works overground. But he was so sure that his fiddling with the expansion pump should have fixed the problem. Unfortunately same story again, he left and boiler pressure started dropping! I phoned the Policy Expert again, this time I was forward to a company called Trinity claims(not my insurer!!!) explained them the situation and asked what options I have, Trace and access was their advice with their preferred supplier ‘SOS’ this time and that comes with a £500 excess paid in advance to secure the visit from them(my policy access is only £250). For my question of 'What if they don’t find a leak' answer was 'oh we will refund you the money!!' Not very trustworthy(!) I was curious and enquired about what if there are multiple leaks or leaks in the inaccessible parts of the house, oh we have all the latest technology to find them all in one go(Oh do you?!). And enquired about fixing the leaks once they find them, the answer is we will just give your insurer the report and then there will be a plumber from their preferred supplier to fix them and if there is more than one leak it will apparently be a different claim for each one of them. And after all this if they missed a leak during the Trace and access that will entirely be a different claim and another £500 from my pocket and these shenanigans all over again. I was fed up at this point asked them Policy Expert(or Trinity) to pause the claim and called Worcester Bosch directly(who is our boiler manufacturer). A gas engineer visited from them the very next day, the first thing he did was isolated the radiators and checked the boiler out thoroughly and identified it was actually the boiler losing water through the condensate pipe which was down to a faulty heat exchanger rather than any leaks, all this was diagnosed well within an hour of him turning up. OMG! What a difference it makes when you have people who are qualified and experienced turn up!! Even though it cost me £300 and Policy expert is not going to cover any of that, I was glad that someone can find out what is exactly wrong rather than a whole load of ifs and buts and demand of money prior to them turning up. Moral of the story, don’t trust Policy Expert or their customer service assistants or their experts’ advice. Almost all of them are waste of your precious time and money…”

Helpful Report

Posted 7 years ago

Good afternoon, Thank you for your review. I am sorry to hear that you've been unhappy with how things have been dealt with and for the fact that you found the engineers sent by our home emergency team unhelpful. I would like to confirm that the home emergency policy is designed to assist with an emergency and prevent any further damage being caused, it is not necessarily designed to fix the entire problem that you're having. This would be what your home insurance is for. Nonetheless, I would again like to apologise that you felt the engineers sent by the home emergency team did not assist to the best of their ability. Please note that Trinity is the name of the claims team (not the insurer), Policy Expert provides Trinity Claims with our full delegated authority in the handling of any claims submitted under the Policy Expert branded policies underwritten by Elite/QEL. I would also like to confirm that the trace and access cover under your home insurance policy is designed to trace and access any leak at your property, then the cover under the 'escape of water' section of the policy would cover any damage caused by the leak. If there are multiple leaks that are not caused by the same thing, then this would unfortunately, have to go down as separate claims. Please also note that the escape of water excess would be higher than your standard excess, this is standard with most insurers. I have unfortunately, been unable to locate your policy with the details left in this review, therefore, if you wish to discuss this further/raise a formal complaint with us, please either call our customer service team on 0330 0600 632 or email ask@policyexpert.co.uk. Thanks, Hannah.

Posted 7 years ago

“Tried to get a cover note for my new car but they said they could not give us one because the registration was not on the DVLA website I needed insurance cover to register my new car”

Helpful Report

Posted 7 years ago

Good afternoon, Thanks for taking the time to leave us a review. The system we use will only allow us to enter the vehicle registration in order to populate the vehicle details our end, unfortunately, we do not have a way of manually entering the make, model, engine size etc. If a vehicle has not been registered with the DVLA, then we would not have the vehicle details on our system, meaning when we enter the vehicle registration, no vehicle details will populate. Please note that you do not need insurance to register a vehicle, you only need the vehicle to be taxed. If you wish to discuss this further, please get in touch on 0330 0600 602. Thanks, Hannah

Posted 7 years ago

“I removed auto renew from the website as didn't request this to automatically renew. However I have received an email saying that it has been renewed and money has been taken from me. At no point have I received a phone call checking if everything is the same as last year. If I make a claim and things have changed the claim will be void so this should not have been renewed and I am very unhappy.”

Helpful Report

Posted 7 years ago

Good morning, thank you for taking the time to leave us a 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. You are unable to 'opt out' of automatic renewal online, therefore, this is why we would not have stopped your policy renewing. In order to stop the renewal going ahead, you would need to either call us or send us an email. I have sent you an email regarding this to get everything resolved for you. Thanks, Hannah.

Posted 7 years ago

“The first time ever I've had a company set up a credit agreement without my permission. Cancelled the policy immediately. I filled in the DD form for payment, so where does the credit agreement come into it? Never had that with mortgage, gas, electric etc. etc. Would not trust this crowd one bit.”

Helpful Report

Posted 7 years ago

Good afternoon, thanks for taking the time to leave us a review. It is common practice for insurance companies/brokers to use a third party company to provide a direct debit facility. A credit agreement is set up to ensure that you are aware of the Terms & Conditions of the agreement in place and ensure that you are informed of all relevant information regarding your monthly instalments. It is stated prior to you purchasing a policy that this will be the case. I hope this clears things up for you, however, if you're still unsure about anything, or if there is anything else I can assist you with please give us a call on 0330 0600 632. Thanks, Hannah.

Posted 7 years ago

“The cost of the policy more than doubled when I asked to pay monthly rather than annually, as before”

Helpful Report

Posted 7 years ago

Good morning, Thanks for taking the time to leave us a review. When paying for your policy via direct debit, the interest added would be around 10-15% so it wouldn't have been the fact that you were looking to pay via direct debit that has increased your premium like this. If there have been any changes to your circumstances or the risk of your property has increased, unfortunately, this can result in a premium increase. I can see that you have already spoke to us regarding this but please feel free to come back to us for a quote next year as our insurers regularly review our risk criteria and premiums. Thanks, Vicky

Posted 7 years ago

“Had Home Emergency Policy for my boiler. Noticed some two weeks ago that the hot water was not as hot as it used to be. I thought it was the freezing weather. Nine days after when I called to report the problem and seek help, I was denied on a technical ground that I didn't tell that at the 1st instance of noticing the problem. It struck me immediately that I was dealing with "Fraud Experts" Be warned in dealing with this company. They collected my premium for over 7 months.!”

Helpful Report

Posted 7 years ago

Good afternoon, Thanks for taking the time to leave us a review. The home emergency policy is designed to cover 'A sudden and unforeseen situation that needs to be dealt with quickly to prevent further damage'. If a situation has not been dealt with for over a week, it may not be deemed an emergency. I understand you have spoken to us regarding this but if you wish to discuss it any further or have any other queries please don't hesitate to call our customer services team on 0330 0600 632 or email us ask@policyexpert.co.uk. Thanks, Vicky

Posted 7 years ago

“I let them know our details had changed and they didn’t get back to me despite saying they would , had to call back and was on the phone for 40 minutes having to redo it all”

Helpful Report

Posted 7 years ago

Good morning, Thanks for taking the time to leave us a review this morning. I am sorry to hear that you did not receive the callback as expected. I can see we were having trouble getting hold of you so we had sent you the required confirmation by email instead. I would also like to apologise that you were kept on the phone for 40 minutes to change the cover you hold. Whilst we do have a duty to go through your policy requirements to ensure we are covering you correctly, we would not expect this to take longer than a few minutes (depending on the circumstances). I have passed your feedback on to the relevant parties to review the call you had. If there is anything that you are unsure of at all please don't hesitate to give us a call on 0330 0600 632, send us an email to ask@policyexpert.co.uk or live chat with us through our website (www.policyexpert.co.uk). Thanks, Vicky

Posted 7 years ago

“My friends mum died the day before we went on holiday and you didn't pay him the £350.00 he'd paid for his holiday when he cancelled after being devisatated by the loss of his mum. You would have thought it was thousands he'd asked for. So sorry what else won't you pay out for if you cannt honour a cancellation due to bereavement”

Helpful Report

Posted 7 years ago

Good evening, Thank you for your review. I believe you may be referring to a travel insurance policy which we would not deal with in this office. I have sent you an email regarding things in order to understand what's happened here. Please respond directly to my email in order for me to assist you further. Thanks, Hannah

Posted 7 years ago

“Hello to all those who have provided this company 2 stars and above. WAIT UNTIL YOU ATTEMPT MAKE A CLAIM! They are not even worth 1 star - so please stay away.”

Helpful Report

Posted 7 years ago

“Renewing automatically”

Helpful Report

Posted 7 years ago

Good morning, Thank you for your review. We contacted you via email/letter 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. I hope this clears things up for you, however, if you are still unsure about anything, or if there is anything else I can assist you with please call us on 0330 0600 632. Thanks, Hannah

Posted 7 years ago

“I think other reviews you see are bought for money. When you try to call for a claim they will spend more time to find a reason not to cover you than trying to help you”

Helpful Report

Posted 7 years ago

Hi there, Thanks for leaving us a review. I'm sorry to hear that you feel this way. I am keen to look into things for you, however, I am unable to locate a policy for you with the details provided. Please either give us a call on 0330 0600 632 or email ask@policyexpert.co.uk to enable us to investigate things for you. Thanks, Hannah

Posted 7 years ago

“Your computer changed all the details I submitted simply because we had another policy with you which had nothing to do with the details I had submitted”

Helpful Report

Posted 7 years ago

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

Helpful Report

Posted 7 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 7 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”

Helpful Report

Posted 7 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 7 years ago

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

Helpful Report

Posted 7 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 7 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”

Helpful Report

Posted 7 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 7 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!!!!!!”

Helpful Report

Posted 7 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 7 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 !”

Helpful Report

Posted 7 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 7 years ago

Policy Expert is rated 4.7 based on 20,133 reviews