Policy Expert Reviews

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

4.7 Rating 20,405 Reviews

96 %

of reviewers recommend Policy Expert

Company Reviews

Questions

Metrics

4.7

Based on 20,405 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	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5
Returns & Refunds
Returns Process	Easy

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 8th April 2025

Anonymous

Anonymous // 01/01/2019

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

“THIS COMPANY CHARGES £30 FOR A COOLING OFF PERIOD PLEASE BE SURE BEFORE PRESSING THE BUTTON. I TRIED TO CANCEL 10 MINS AFTER STARTED AND I HAVE BEEN CHARGED £30”

Helpful Report

Posted 3 years ago

Hi Caroline, Thanks for getting in touch. I am sorry to hear you opted to cancel your policy. When cancelling within the cooling off period, which begins when the policy is purchase, not when the cover begins, we charge a £30.00 cancellation fee. Out with the cooling off period, we charge a £60.00 cancellation fee. Our fees and charges, which must be read and accepted before you can complete your purchase of your policy, are disclosed both online and via the telephone. I can see you have spoken with a member of our service team who’s offered an explanation and a resolution which I understand has been accepted. If you do wish to discuss this further, please do not hesitate to get in touch. Thanks, Mick.

Posted 3 years ago

“Bought my car insurance from POLICY EXPERT and was expecting a "cool off" period for changing my mind. Cancelling only the next day I was confronted with a £30 'cancellation fee'. I consider this a deliberate contravention to my "cool off" rights. Most unhappy with POLICY EXPERT's 'policy' on basic buyer's rights.”

Helpful Report

Posted 3 years ago

“I get quote with good price from them but unfortunately when I phoned them and told my car was write off as cat C in 2016 they said not going to insure my car. I insuring car with others insurance providers without any problems. Zero stars for policy expert”

Helpful Report

Posted 3 years ago

Hi Marius, Thanks for getting in touch. I am sorry to hear your vehicle was previously written off. Unfortunately, this is not something our insurers can cover as it is out with their criteria required to provide cover due to previously written off vehicle being considered a higher risk. If you wish to discuss this further, please do not hesitate to get in touch. Thanks, Mick.

Posted 3 years ago

“Don't bother trying to claim. Experts in technicalities and loopholes but not customer service. Made a claim for £235 following a break-in. Excess £150 so sum total of £85 claim. They used technicalities to avoid paying and would rather instruct a surveyor to visit the property at xx cost to support their loop hole rather than pay £85. Unbelievably poor customer services”

Helpful Report

Posted 4 years ago

Good Afternoon, Thank you for sending us your thoughts. I have raised these with our claims team directly to review. Here at Policy Expert, we pride ourselves on being transparent and clear - our policy documents are even Plain English approved! We do this, so our customers can be confident in the cover they have purchased. Our policy documentation highlights that in order for a theft claim to be valid, there needs to be evidence of forced and violent entry to your property. I understand that, unfortunately, this was not the case with your break in. We are only able to honour the cover outlined within our policies. I understand this matter has been escalated for you. Our claims team will be in touch shortly with their final response to your concerns. In the meantime, if there is anything further that you wish to add, please do not hesitate to email me at homereviews@policyexpert.co.uk Thanks, Jasmine

Posted 4 years ago

“Too much faffing about with this policy, regarding credit agreement.”

Helpful Report

Posted 4 years ago

Good Morning Brian, We appreciate you taking the time to leave us this feedback. Here at Policy Expert, we strive to be transparent and clear. For example, all of our policy documentation is Plain English accredited. We provide all relevant information about paying for a policy by direct debit before a policy is set up. Therefore, we would like to further understand the difficulties you faced. As we have been unable to locate your account with the information provided in your review, could you please contact us directly? Our email address is homereviews@policyexpert.co.uk. Thanks in advance, Jasmine

Posted 4 years ago

“Found a better price online after taking out policy… my policy hadn’t even started… cancelled 3 days before. They charges me £30 cancellation within 14 days ‘cooling off period’ apparently this was discounted from a normal amount of £60! I will not EVER be using policy expert again! This is very poor customer service!”

Helpful Report

Posted 4 years ago

Hi Hannah, Thank you for taking the time to leave your review and I am sorry to hear you opted to cancel your policy. Our terms and conditions, including our fees and charges, are disclosed both online and over the telephone prior to purchase. These must be accepted before you can proceed with your purchase of the insurance policy. When cancelling a policy within the cooling off period, which begins at the point your purchase your policy, we charge a £30.00 cancellation fee. Out with the cooling off period, we charge a £60.00 cancellation fee. I trust this has helped with any concerns you may have however, if you wish to discuss this further, please do not hesitate to get in touch. I am available via email at motorreviews@policyexpert.co.uk. Thanks, Mick.

Posted 4 years ago

“It wasn't made clear that the insurance is provided by an Insurer registered in Malta and boy authorised by the FCA”

Helpful Report

Posted 4 years ago

Good Afternoon James, Thank you for taking the time to leave us your feedback. At the point of purchasing a policy, we recommend that all policyholders thoroughly review their policy documentation, including their policy wording booklet. Within this, we confirm that Policy Expert policies are underwritten by QIC Europe Ltd, registered in Malta. QIC Europe Ltd are authorised and regulated by the Malta Financial Services Authority. In addition, Policy Expert is part of QMetric Group Ltd, who are authorised and regulated by the Financial Conduct Authority (FCA). So, you can rest assured that we operate within the FCA's regulatory requirements. If you wish to discuss this any further, please do not hesitate to contact me directly. I am available by telephone, email and live chat. Thanks, Jasmine

Posted 4 years ago

“I took out a policy on a car I was due to buy this weekend. I didn’t end up buying the car so called to cancel the policy on day 2. I was told there was a £30 admin fee to cancel and that the 14 days is only to avoid ANOTHER £30 fee. That was not clear at all on the site or when I purchased or I would not have done so. Very very disappointing and terrible customer service. Will never use them again.”

Helpful Report

Posted 4 years ago

Good afternoon, Thank you for taking the time to leave your review and I am sorry to hear you had to cancel your insurance policy. I have managed to locate your policy using the details provided in this review and I would really like to call you so we may discuss your concerns further and we may offer an explanation as well as a resolution. Unfortunately, I was unable to locate a suitable contact number for you. Can you please provide a contact number and time to motorreviews@policyexpert.co.uk, mark for my attention and I’ll be sure to get back to you? Thanks, Mick.

Posted 4 years ago

“Don't sign up! Look out for hidden admin fees if you change your address because you'll be penalised for it. I used this company for car insurance. The renewal date approached and they wanted to increase the premium to a further £20 a month. Not only that they take the premium out of your bank account without consent'. Steer clear. Overpriced and poor customer service! Shop around after your first year. I managed to get the same policy with another company for just £22 a month. Policy expert wanted £55! Glad I walked away. Be warned.”

Helpful Report

Posted 4 years ago

Hi there, Thanks for taking the time to leave this review. I'd really like to investigate your concerns, if you can please email me your policy number to motorreviews@policyexpert.co.uk, I will be sure to get back to you. Thanks, Mick.

Posted 4 years ago

“I dont understand how you calculate the yearly premium for a house. My last year policy going to finish in a month and I have choose Policy expert home insurence through a comparison site which cost me 122 pounds. Now policy expert send me a renewal notification to renew home insurence for 174 pounds. Why same policy show diffrent charges? 122 and 174.? Policy expert trying to charge me more than last year. I am not happy with your quote. You arw always welcome to contact me to clear this douts.Let me see if I could find a better deal online. Thanks for your service last year.”

Helpful Report

Posted 4 years ago

Good Evening Thank you for taking the time to leave us a review. Please be assured that we will always do our best to provide you with a competitive quote at renewal. I have compared both of your quotes to distinguish the difference between the renewal and the new policy. I have found that last year you had opted for additional cover which is included in the renewal; this would have contributed to the quote being higher. A premium increase can also be affected by things such as general inflation, and changes in your circumstances, or our underwriting criteria. However, our renewals team are always at hand to go through any offers that may be available to you at point of renewal. However, I'm pleased to see that you have managed to find a premium and cover that you are happy with and if you do wish to discuss things further or if there is anything else I can help you with, please contact me directly. I am available via phone or you can email me at homereviews@policyexpert.co.uk and mark for my attention. Thanks, Nisha

Posted 4 years ago

“We have just cancelled our policy. Charged us £30 to change the car (admin fee), then we decided to go elsewhere for a much more competitive quote and found you wanted £60 more just to cancel the policy!!!!! YES, it must be in the original documentation that you charge £60 to cancel, but stupidly I missed that! After a moan, you reduced it to £30 because we paid £30 a few weeks back when we changed cars. A rip-off charge when a few keystrokes and an email are all that is required. AND, I just looked, the new insurer makes no admin charges whatsoever!”

Helpful Report

Posted 4 years ago

Hi there, thank you for taking the time to leave your review. I would like to look into this matter for you, can you please email your policy details to motorreviews@policyexpert.co.uk Thanks Collette

Posted 4 years ago

“Terrible service and Cover (Home Emergency) telephoned to report a leak from my shower which was coming through my living room light and was told by the call handler that as it was not a clearly visible or obvious leak it was not covered. All she could do was arrange for a plumber to attend and turn the stopcock off, which I could do myself. The call handler was not empathetic to my situation but rather dismissive. Very poor customer service!”

Helpful Report

Posted 4 years ago

Good Morning, Thank you for taking the time to leave us your feedback. I am sorry to hear that you are unhappy following your recent experience with our home emergency care team. We have managed to locate your account with the information you provided in this review, and I understand you have now spoken with my colleague Roy from Trinity Claims. Now that they have obtained some additional details from you, Trinity Claims are thoroughly investigating your concerns. I trust they will be in touch with you shortly to discuss their findings. In the meantime, if we can assist you with anything else, please do not hesitate to contact us at homereviews@policyexpert.co.uk. Thanks, Jasmine

Posted 4 years ago

“I had to end the quote process for home cover as the existence of some tools of my trade in my garage by the house meant this company would not cover me. Even though the tools are covered under a separate business policy. It then transpired that they claimed GDPR regulations make them keep my details on file for 10 years. AND YET, other insurers only keep them for 3 years. I wonder why the difference.”

Helpful Report

Posted 4 years ago

Good Afternoon, Thank you for raising your feedback with us. Even if the items are insured elsewhere, if equipment used for business purposes is kept at the proposed insured property, it does need to be highlighted on our quotes accordingly. If they are not, this could make the policy invalid. We have a duty of care to ensure that you take out an appropriate insurance policy for all of your contents and the buildings within your property boundary. I can only apologise that our policy was not suitable for you this year. When we have only provided customers with a quote, we will retain their personal data for 10 years from the date we obtained it for regulatory and fraud prevention purposes, and to allow any complaints to be managed. The 10-year span is due to our application for insurance asking historic questions about the property from the past 10 years. I hope this resolves things for you, but if you wish to discuss this any further, please do not hesitate to contact me at homereviews@policyexpert.co.uk. Thanks, Jasmine

Posted 4 years ago

“They took my money set up an insurance policy then forcibly cancelled it and charged me a penalty fee.”

Helpful Report

Posted 4 years ago

“Can't even log in and spam you with emails about winning vouchers that don't work.”

Helpful Report

Posted 4 years ago

Good Morning Thank you for taking the time to leave us a review. I am truly sorry to hear that you've been unable to log in to your online account. I would be more than happy to assist you with any queries or concerns you may have. However, I am unable to locate your account with the details you have provided on this review. If you could please contact me directly, I am available via phone or you can email me at homereviews@policyexpert.co.uk and mark for my attention. I look forward to hearing back from you. Thanks, Nisha

Posted 4 years ago

“Appalling customer service, i am STILL awaiting resolution of an issue that happened on March 6th 2021 it is now April 24th 2021 Emails, phone call and much wasted time has so far led to no resolution”

Helpful Report

Posted 4 years ago

Good Afternoon Rachel, Thank you for getting in touch and raising this. I am sorry to hear that your concerns are not yet resolved for you. I have raised your comments with our claims team directly, who have assured me that they are looking into this as a priority, and will be contacting you shortly with an update. If you experience any further delays, or if I can assist you with anything else, please do not hesitate to contact me at homereviews@policyexpert.co.uk. Thanks, Jasmine

Posted 4 years ago

“Took payment for a home insurance renewal after I had contacted them and told them I would not be renewing with them.”

Helpful Report

Posted 4 years ago

Good Afternoon Mr Heyward Thank you for your review. We automatically renew policies (and take payment) 3-5 days before the renewal date to ensure that the payment is successful. This is also to make sure that we do not leave our customers without cover unknowingly in case there are any issues with processing the payment. However, I do apologise for any inconvenience this has caused you. As you have mentioned that you had contacted us to cancel your policy, I would like to investigate things further and arrange for the policy to be cancelled for you. Unfortunately, I am unable to locate your account with the details you have provided on this review. Would it be possible for you to contact me directly? I am available via phone or you can email me at homereviews@policyexpert.co.uk and mark for my attention. Thanks, Nisha

Posted 4 years ago

“the worse company ever!!! get away from them if you do not want to see your money wasted.”

Helpful Report

Posted 4 years ago

“This is a review about Home Emergency Plus I had water coming through my ,living room ceiling and rang at 645 am to report this I had to ring again at 945 am 11 am and 1245 pm Long story short eventually a Drainage Engineer attended but said he couldn't do anything because I needed a plumber. I was told a plumber would come, no plumber came and I was eventually told that the leak was not covered. I had to phone my own plumber at a significant cost as you can imagine on a Saturday afternoon who found the leak and repaired it with in an hour so in summary my Emergency Plus cover took a total of 8 hrs to finally be told that you could not do anything complete waste of time and money and i will NOT be renewing this policy nor would I recommend it to anyone this out”

Helpful Report

Posted 4 years ago

Good Evening, Thank you for taking the time to leave us a review. I am sorry to hear that you are unhappy with the way your Home Emergency Care claim has been managed. I have spoken with our Home Emergency Care team and I understand your concerns have been escalated accordingly and are currently being reviewed. A member of our team will be back in touch with you shortly with an update on this. In the meantime, if there is anything further that you wish to discuss, please do not hesitate to contact me at homereviews@policyexpert.co.uk. Thanks, Jasmine

Posted 4 years ago

“policy expert have a refer a friend offer of £25, i was sent a link ref this which clearly states i qualify,but having taken the policy out i am told i dont qualify,so i have cancelled the policy ,not good this,robbie.”

Helpful Report

Posted 4 years ago

Good Morning, Thank you for taking the time to leave us a review. In order to be eligible for the refer a friend voucher, there are terms and conditions that need to be met, however I am sorry to hear that you have cancelled your policy as a result of not being eligible. I would like the opportunity to investigate things further for you so we can clarify the reason for this. Unfortunately, I am unable to locate your account with the details you have provided on this review. If you could please contact me directly, I am available via phone or you can email me at ask@policyexpert.co.uk and mark for my attention. Thanks, Nisha

Posted 4 years ago

Policy Expert is rated 4.7 based on 20,405 reviews