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
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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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Previously a good insurance company but following them sending my details to a Premium Credit company prior to my knowledge I am not very happy. Despite trying to cancel my Credit Agreement with this company I have been unsuccessful and will therefore be paying this company on a monthly basis. I would rather have paid the full amount to renew my policy than go through a Credit Company. Been with Policy Expert previously & did not, as far as I am aware, go through this or any other credit company. Very, very disappointed with Policy Expert & am concerned they just forwarded my details to this credit company without advising me first. Is this a breach of data information???? Clearly I need this clarified. I will not be renewing my policy with them again. Alexis
Posted 2 years ago
Good morning, Thank you for taking the time to leave us a review. I can see that you have renewed your policy online with us and when completing the payment you have chosen to pay for your policy via direct debit. As we are not a credit provider all of our direct debits go through Premium Credit which would have been explained when choosing this agreement. The terms and conditions of the direct debit would have been shown on screen upon choosing this option. You can pay for the remaining your policy in full throughout the policy term at any point, just contact our payments team on 0330 0600 631. Or email ask@policyexpert.co.uk if you would prefer a callback. Thanks, Georgie
Posted 2 years ago
Not happy that the money was taken four days before the policy ran out. I had already found it cheaper so was going to cancel it anyway unless you could match it. I don't agree with auto renewal.
Posted 2 years ago
Good afternoon, Thanks for taking the time to leave a review. We send you out your renewal invite around 30 days prior to the expiry date of your policy, this allows you time to review the proposed cover, shop around and opt out if required. Please give our renewals team a call to discuss this further on 0330 0600 648. Thanks, Vicky
Posted 2 years ago
After living in our home for a few months we had rising damp which was not covered on our insurance policy. Once building work had started we uncovered further issues, that our insurance also did not cover
Posted 2 years ago
Good morning, Thank you for taking the time to leave us a review. All of your cover levels can be found in your policy documents which you would receive via email and your online account upon purchasing a policy and via our website at any point. These documents do state that damp is a general exclusion on all of our policies (which is pretty standard across home insurers) as this is a gradual issue which would be classed as a maintenance problem, not an insurable peril which is a sudden and unforeseen event which causes damage. Your policy with us also does not cover pre-existing issues and will only cover damage which has arisen during your policy term. I apologise if you feel as though this cover is insufficient however all of the details of your insurance can be found and reviewed at any point during the term of the insurance. If you would like to discuss this further, please do get back in touch via 0330 0600 633 or email me on ask@policyexpert.co.uk Thanks, Georgie
Posted 2 years ago
Hassle free renewal. My mistake was corrected with no implications. Great customer care and very person centred
Posted 2 years ago
Good morning, Thanks for taking the time to leave us a review. We're glad to hear you have been happy with the service received when renewing this year. Please get in touch if you have any further feedback you wish to give to help us improve the service we provide. If you wish to discuss your policy further or have any queries please don't hesitate to contact our customer services team via phone, text, email, live chat or social media. Thanks, Vicky
Posted 2 years ago
Appalling service. Yet again on renewal your company attempts to jack up the cost of the policy, when there hasnt been any claim made on the policy. Consequently I rang your office last week to advice I have been given a cheaper quote by a competitor and to offer your company a last chance to revise the renewal price down, otherwise i would not renew and move my business. The miserable and war weary female agent i spoke to completely ignored my points, tries to brow beat me with details of the benefits of the policy and virtually slammed the phone down when I advised I would move my business and instructed her NOT to renew my policy. So why was this action NOT taklen. Why has your company taken money out of my account with NO authorisation. This is THEFT.
Posted 2 years ago
Good afternoon Wayne, Thank you for taking the time to leave us a review. I am very sorry to hear this has happened. I have listened to the call with our renewal agent and we can certainly see that this did not hit the level of service we strive for and for that I apologise. I can assure you this has been picked up and your feedback will be taken seriously and looked into. I have requested your policy is cancelled asap and a full refund is issued. You will receive an email confirmation of this and a refund back to your payment card (providing this is still active) within 3-5 working days. Once again, I apologise for this matter and if there is anything else we can help with please do get back in touch. Thanks, Georgie
Posted 2 years ago
I phoned to cancel the policy but my money was taken anyway without my knowledge. I have tried to phone again but they are saying they have no knowledge of the cancellation. Real racket as I could have got insurance cheaper! Renewed after I cancelled, terrible.
Posted 2 years ago
Good morning, Thank you for taking the time to leave us a review. I am sorry to hear this has happened, we would always look to listen to our customer's requests and action these accordingly. I would therefore like to look into this further for you and get to a resolution on this matter. I have sent you an email to your registered email address, if you have any further queries please do not hesitate to contact me directly in response to my email, or contact our customer service team. I look forward to speaking with you. Thanks, Georgie
Posted 2 years ago
I telephoned prior to payment being taken for my renewal - I was advised payment would not be taken until I had got back in touch with you. I received an email saying that I had renewed.
Posted 2 years ago
Good afternoon, Thanks for your review. I am sorry to hear your policy renewed when you were not expecting it to. I have sent you over an email with further information regarding this so once I have heard back we can assist you further. Thanks, Vicky
Posted 2 years ago
I phoned to put my 3rd year with policy expert but was told iwas to late as they take the money out of my bank 1 week in advance but I said my intention was to transfer on to direct debit but they would then treat me as a new customer and increase my payment byabout 30pounds so 1star for yoy and no recommendation from me
Posted 2 years ago
Good afternoon, Thank you for leaving us a review. I am sorry to hear you're unhappy with things. We automatically renew your policy and take payment 3-5 days before the renewal date to ensure that the payment is successful. This is also to ensure that we do not leave our customers without cover unknowingly in case there are any issues with processing the payment. This is explained in the renewal invite we send you 30 days before the renewal date. Once a policy has been set up/renewed and the payment has been debited, we can't then change the payment method to direct debit,. Therefore, in order for you to pay via direct debit, we'd need to cancel the current policy and set up a new one. Sometimes, this may change the premium as there is interest charged when you pay via direct debit. I apologies for the fact that we've been unable to renew your policy for you this year at a price that's suitable for you, however, by all means bear us in mind for future. If you would like to discuss this further, or if there is anything else we can assist you with, please do not hesitate to get in touch via telephone on 0330 0600 632, via email: ask@policyexpert.co.uk or via live chat which is available on our website. Thanks, Hannah.
Posted 2 years ago
Utterly appalling. Failed to help out on a claim, then somehow 'lost' my new email account and took the renewal payment so early I was unable to stop them. A week later I'm still waiting for both the refund and the apology. Avoid at all costs.
Posted 2 years ago
Good morning, Thank you for taking the time to leave us a review. I am sorry to hear this, unfortunately, I am unable to locate your account with the information you have provided so I cannot look into this further for you. Please contact our customer service team on 0330 0600 632 and we will be able to assist. We look forward to hearing from you and coming to a resolution on this. Thanks, Georgie
Posted 2 years ago
Definitely one to avoid. Anyone who is with them please please read ALL of the policy wording section are there are a lot of clauses that are in place to avoid them paying out a claim. Had a leak in my kitchen ceiling. Big chunk of the ceiling came down. The plumber had a look and found the shower was leaking. Called to make a claim to be told it's not covered. Now have to pay hundreds of pound to replace the ceiling. Absaloutly pointless insurance as hardly covers anything if you read what's written in the policy wording. Lots of other companies are similar priced and cover far more than this one.
Posted 2 years ago
Good afternoon, Thank you for taking the time to leave us a review. I am sorry to hear you have not been happy with your cover, unfortunately as you have not left any of your details I am unable to look into this and discuss further with you. Please get in touch with our service team on 0330 0600 632 and we would be happy to assist you further with this. Thanks,
Posted 2 years ago
No update or contact on recent home emergency problem
Posted 2 years ago
Good afternoon, Thanks for your review, I am sorry to hear you have not heard anything back as yet. I have chased this up for you, someone will be in touch as soon as possible. If there is anything else you need please get in touch with our customer services team. Thanks, Vicky
Posted 2 years ago
Took money out my bank before you asked me you don't even send paper work or a letter to confirm
Posted 2 years ago
Good morning, Thanks for taking the time to leave a review. We send you out your renewal invite around 30 days prior to the expiry date of your policy, this allows you time to review the proposed cover, shop around and opt out if required. I have sent a copy of your home insurance policy documents out to you today, if you wish to discuss this further or have any other queries please get in touch via phone, email, text, live chat or social media and we will be more than happy to help. Thanks, Vicky
Posted 2 years ago
Not happy that you just renewed my insurance would have liked Opportunity to have looked around before agreeing. Will be on the ball next year and stop you taking money out of my bank account
Posted 2 years ago
Good morning, Thanks for taking the time to leave a review. We send you out your renewal invite around 30 days prior to the expiry date of your policy, this allows you time to review the proposed cover, shop around and opt out if required. If you would like to discuss this further please don't hesitate to contact us and we will be more than happy to help. Thanks, Vicky
Posted 2 years ago
Exceptionally uncompetitive. With only a short time searching for a policy found one for £151 including exceptional home emergency cover as alternative. Unfortunately this was for my elderly father, aged 85 would is deaf with hearing aids and your company contacted him directly. I listed my email as contact as everything needs to be discussed and arranged for him. However, My brother seeing the notice, renewed this policy for him as didn’t have time to do research and was not aware we had found alternatives. We do not live in same location therefore unaware of the more competitive policy. There is £70 difference which is absolutely ridiculous and why I have made a complaint .mrs Watt
Posted 2 years ago
Good morning, Thank you for taking the time to leave us a review. Apologies for the fact that we have been unable to get your father a competitive premium this year. I have sent you an email to explain the reason for the premium increase. I understand that your email address is the email address on his account, however, as the policy was not set to automatically renew, our usual process is to call the policyholder to ensure they are aware that their cover is due to expire. As confirmed, I have sent you an email regarding this. Please respond to my email in order for me to get things resolved for you. Thanks, Hannah.
Posted 2 years ago
I was very very annoyed you have renewed my policy without giving me enough time to consider it.I did not say you can renew it, did I? You used to remind me of renewal a month before expiring date.
Posted 2 years ago
Good morning, Thank you for leaving us a review. I have looked into things for you and can see that we contacted you 30 days prior to your renewal date confirming that your policy was due for renewal. In this correspondence, we confirmed that if we did not hear from you, we would assume that you were happy for us to automatically renew your policy and take payment. Therefore, as we did not hear from you, your policy with us automatically renewed and the payment was taken. However, we apologise if this has caused you any inconvenience. I have sent you an email regarding this, in order to get things resolved for you. Thanks, Hannah
Posted 2 years ago
I'm not particularly happy because unknown to me you took out my money (renewed automatically) and haven't given me an opportunity to shop around. Normally you send me an email to remind me my policy is due or a hard copy.
Posted 2 years ago
Good morning, Thanks for your review. We send your renewal invite out around 30 days prior to the expiry date of your policy, we also send out several reminders throughout the month. The renewal invite states the proposed cover and premium, any changes, how to opt out of renewing, etc. I have sent you over an email with further details but if there is anything else you need please let me know. Thanks, Vicky
Posted 2 years ago
Shocking service. Home emergency not worth the paper it written on. Leak in ceiling water pouring through. Turn off water. Ring emergency. Which pipe ? Where exactly is it leaking. I can't see. It's coming through the ceiling. Ok 8f you can't see we won t send. You need to wait. Ring your insurance tomorrow. So if I cut down the ceiling and tell you which pipe you come out. Only if you can see. But that will only to stop the leak. Then you need ring insurance make claim. So no point us coming out. Waste of bloody time. Had previous leak a few years ago. Quite similar. Rung that company. Turn off water plumber on way. He arrived. Cut a hole out. Located the leak. Fixed the leak. Said up to me how I repair the hole. I was expecting a similar service. I was greatly dissapoinyed. No heating. No hot water. A wife and child in distress. A company that doesn't care
Posted 2 years ago
Good afternoon, Thank you for your review. We understand that you have now spoken with us, and that things have been resolved for you. However, if there is anything else we can assist you with, please do not hesitate to get in touch. Thanks, Hannah.
Posted 2 years ago
Recieved an email from PE stating the renewal quote had gone up (despite aving never made a claim in 6 years) and that my policy was due for renewal on a certain date, PE also stated they would automatically renew my policy on this date unless i told them not to. What PE dont tell you is they actually renew your policy a week earlier and take the money from your acc withiut request or approval!,, I wouldnt mind if the quote was competitive but the fact that its increased for no reason is audacious and unjustified
Posted 2 years ago
Good morning, I am sorry to hear that your policy premium increased at renewal. Unfortunately, even if you have not claimed, an increase is sometimes unavoidable. This can be due to various things such as general inflation, underwriting criteria changing, Insurance Premium Tax increasing and so on. We automatically renew your policy (and take payment) 3-5 days before the renewal date to ensure that the payment is successful. This is also to ensure that we do not leave our customers without cover unknowingly in case there are any issues with processing the payment. This is explained in the renewal invite that we sent you. I have sent you an email regarding this to get things resolved for you. Thanks, Hannah
Posted 2 years ago
In short the policy not worth the paper its written on. leaking external water pipe they referred me to Trinity insurance who referred me to someone else after several calls and several weeks later i end up replacing the entire supply pipe at my own expense if i had not paid the entire policy premium up front i would have cancelled Will be looking for a more specialised company in the new year
Posted 2 years ago
Good afternoon, Thank you for leaving us a review. I am sorry to hear that you're unhappy with things. I have been unable to locate a policy for you with the details left in this review, therefore, please either give us a call on 0330 0600 632, email ask@policyexpert.co.uk or get in touch live chat which is available on our website to give us your details and enable us to look into things for you. Thanks, Hannah.
Posted 2 years ago
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!
Posted 2 years ago
Good afternoon, Thank you for taking the time to leave us a review. I am sorry to hear that you're not happy with your recent experience with us. I am extremely keen to get your calls with Trisha looked into, as we certainly would not expect an agent from our Home Emergency team to terminate any call with a customer unless it was due to severe circumstances that warranted the termination of the call. Unfortunately, I have been unable to locate your policy with the details provided in this review, however, on a general basis, our home emergency policies are designed to cover emergencies to your primary heating system. An emergency would be defined as no hot water/heating. As confirmed, I have been unable to locate your policy with the details provided in this review. Therefore, please contact our customer service team either via telephone on 0330 0600 632, via email: ask@policyexpert.co.uk or via live chat which is available on our website to give us your details to enable us to look into things for you. Thanks, Hannah.
Posted 2 years ago
Policy Expert is rated 4.71 based on 15,529 reviews