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Policy Expert Reviews

4.7 Rating 19,527 Reviews

96 %

of reviewers recommend Policy Expert

Company Reviews

4.7

Based on 19,527 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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“This insurance may come cheap as "chips", but their loss adjusters would not accept any claim and tend to repudiate on the first instance. When I asked for a Freedom of Information about the subsidence or heave claims that were accepted, their customer service put the phone down on me??? Stay away from such non-serious insurance cowboys!”

Posted 5 years ago

Good afternoon, Thank you for leaving us a review. I am sorry to hear that you're unhappy with things. Unfortunately, I have been unable to locate your policy with the details left within this review. Please get in touch with us either by 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 and enable us to investigate things for you. Thanks, Hannah.

Posted 5 years ago

“you renewed my policy without my permision after I had a telephne conversation with your representative asking about water damage excess. I said to him that I was not happy with the excess and would be looking elswhere for a lower excess. Despite this conversation you still renewed the insurance and charged my card, and I had to phone you again to get it cancelled and refunded. Not good service.”

Posted 5 years ago

Good afternoon, Thank you for taking the time to leave us a review. I am sorry to hear this. I am going to get this looked into right away and email you to confirm the outcome. 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 5 years ago

“Tried to call up about my increased renewal price and they said they couldn't help me with a better price as it was already renewed. They said if I'd called the day before it may have been different. Not being funny but it really shouldn't make a difference.”

Posted 5 years ago

Good morning, Thank you for taking the time to leave us a review. Once a policy has renewed and the payment has been debited, there is nothing we are able to do with regards to reducing the price, as the policy is already in place. However, if you were unhappy with the price, we could have re-run a quote for you to see if there was anything more competitive (which is unlikely as we always offer our most competitive premium at renewal firs time around around) or to see if there is any way we can reduce the price. I apologise if this was not explained correctly when you called us. I will get the call listened to, to ensure that everything was explained properly for you. 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 on 0330 0600 632. Thanks, Hannah.

Posted 5 years ago

“I have previously advised that any contact with myself is in writing and not by e-mail as I do not always get access to my e-mail. I checked my paperwork tonight and discovered that my policy is due to expire tomorrow and then discovered I have received several e-mails from you one advising that you have renewed my policy and taken the payment for the year. On call I was advised you have taken this from a credit card I know use for my daughter. I am not happy at all that this was done without my concent. I have now had to renew my policy and have paid using a different card although I may cancel and go elsewhere as I am not happy this has happened without my concent”

Posted 5 years ago

Good morning, Thank you for taking the time to leave us a review. I have looked into things and can not see that you've ever requested for paper correspondence only. However, if this was the case, I sincerely apologise. When we have an email address on an account, we will automatically send email correspondence. I can see that your email has now been removed from your account, meaning that you will only receive paper correspondence in the post. I have also checked and can see that this has now all been sorted our end for you, however, if you would like to discuss this further, or if there is anything else I can assist you with, please do not hesitate to get in touch on 0330 0600 632. Thanks, Hannah.

Posted 5 years ago

“I’m not sure why my policy has gone up nothing has changed and I’ve nit made any claims - I’ve even had a burglar alarm fitted since - this was just convenient for me this year so I will be changing it next year”

Posted 5 years ago

Good afternoon, Thank you for your review. 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. I have looked into things for you and can not see that you notified us of your new burglar alarm prior to your policy renewing, therefore, this would not have been taken into account when calculating your renewal premium. If your circumstances change, we need to be notified, otherwise we will not know and your renewal premium will be based on the same circumstances as the previous year. I have sent you an email regarding this, please respond directly to my email in order for me to resolve things for you. Thanks, Hannah.

Posted 5 years ago

“Unfortunately, I did what I seldom ever do and that is allow my House & contents insurance with Policy Expert to be automatically renewed i.e. without shopping around when undoubtedly I could have obtained a cheaper quotation so I have, like many others suffered a "loyalty penalty"”

Posted 5 years ago

Good morning, Thank you for taking the time to leave us a review. 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. I can see that the increase is minimal, however, in order to clarify the exact figures for you, I have sent you an email regarding this. If you would like to discuss this further, or if there is anything else I can assist you with, please respond directly to my email. Thanks, Hannah.

Posted 5 years ago

“Last year's service and price was very good. This year, no warning was made of policy renewal - and the next thing I knew, the policy had been renewed with no chance for me to get other quotes. Yes, my fault for not having the date to hand..... but, one would have expected renewal quotes and notices from the existing policy.....”

Posted 5 years ago

Good morning, Thanks for taking the time to leave us a review. I have looked into things for you and can see that we contacted you via email/letter roughly 30 days prior to 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 your policy and take payment. Therefore, as we did not hear from you, your policy with us automatically renewed and the payment was taken. If you would like to discuss this further, make any changes or cancel your cover please give our customer services team on 0330 0600 632. Thanks, Vicky

Posted 5 years ago

“No notice of insurance coming to an end. They renewed it without asking at 40% more. Not impressed.”

Posted 5 years ago

Good morning, Thanks for getting in touch. I have looked into things for you and can see that we contacted you via email roughly 30 days prior to your renewal date confirming that your policy was due for renewal. In this letter, 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. I have sent you over an email to request further details so once I have heard back from you we can get this resolved. Thanks, Vicky

Posted 5 years ago

“every year the premium goes up! regardless of no claims i have never claimed on my house insurance or my car insurance yet it still goes up and they want even price match,happened with my car insurance so I left and it happened with my house insurance but I didn't have time to swap it to another insurance company that off the same if not more coverage for less!! No such thing as loyalty any more just numbers on a spread sheet.”

Posted 5 years ago

Good morning, Thank you for taking the time to leave us a review. 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. I can assure you that we will always offer you the most competitive premium that we can get from our panel of insurers when offering you your renewal. If you'd like to discuss this further, or if there is anything else I can assist you with, please contact our customer service department on 0330 0600 632 or email us at ask@policyexpert.co.uk Kind Regards, Georgie

Posted 5 years ago

“My Home policy was due to expire on the 15th, Policy Expert took payment from my account on the 11th, I cancelled the renewal on the 13th I,, it's now the 23rd and I've had to ring them again (waited 20 minutes on hold) to get my payment refunded”

Posted 5 years ago

Good evening, Thank you for taking the time to leave us a review. 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. We also contact you 30 days prior to the renewal date to confirm this will happen and advise you of our automatic renewal process. I am sorry to hear that when you called us you had to hold for a considerable amount of time before getting through. This is certainly longer than we'd expect you to have to wait on hold, however, sometimes, we are unavoidably busier than usual. We will however, always do our best to keep hold times top a minimum and ensure our customers can get through to us over the phone. I have looked into things for you and can see that this has now all been resolved our end for you. However, if you would like to discuss this further, or if there is anything else I can assist you with, please do not hesitate to get in touch on 0330 0600 632. Thanks, Hannah.

Posted 5 years ago

“Had an email to say mY existing home insurance policy was apparently due for automatic renewal, I didn't opt in to auto renewal so I rang asking this to be stopped and to be requoted. New quote was good but they were unable to email the details for consideration, needing a decision then or the price might chance, this felt a bit like dodgy double glazing selling techniques as they even put me on hold to talk to a manager to get a better deal! As I was planning to shop around we arranged a time and date when they would call back. They didn't make this arranged call. Next day I had an email saying the full original premium had been deducted from my bank! Without my permission! Their products are good, and staff easy to talk too, but selling techniques of not emailing out new quotes and saying prices will change are not customer friendly. Automatically opting customers into to auto renewal is a poor way of making sales.”

Posted 5 years ago

Good morning, Thank you for taking the time to leave us a review and for bringing this to our attention. As part of selling any insurance policy, we ask customers to review and accept our terms and conditions. This includes specific reference to automatically renewing their policy should they be eligible for us to do so and how to opt out of this at any point during the policy term. Unfortunately, we do not have the facility to send out quotations to customers prior to a policy being put in place. This is due to the fact that no documentation is generated on our system (to send out) until the policy has been put in place, apologies for any inconvenience caused by this. I also apologise for the fact that your policy automatically renewed for the original price we offered, this should not have happened and I'll certainly get this looked into our end. I'd also just like to confirm that the premiums we offer can change daily, therefore, when my colleague confirmed to you that the price he had offered may only stand for that day, this is correct and I'd like to reassure you this is not a sales tactic to get you to purchase the policy there and then, although I do understand why you felt this may have been the case. Apologies for the fact that my colleague did not call you back when they said they would, I'll also get this looked into as this is not the level of service we aim to provide. I have looked into things my end and can see that you have now spoken with us and that things have been resolved our end for you, however, if you wish to discuss this further, or if there is anything else I can help you with, please do not hesitate to get in touch on 0330 0600 632. Thanks, Hannah.

Posted 5 years ago

“The policy was taken out before last year's had run out. I did not have time to check elsewhere for a better deal.”

Posted 5 years ago

Good morning, Thank you for taking the time to leave us a review. We send out all correspondence regarding your renewal 30 days in advance and within this, we inform you that your policy will renew 3-5 days in advance should you be eligible for automatic renewal. This is to ensure that should any payment issues arise, you will not be left without sufficient cover for your property. If you would like to discuss this further or have any questions, please contact our customer service team and we would be happy to explain in more detail. Thanks, Georgie.

Posted 5 years ago

“only wanted to up date a few small changes with 2 months left on old policy, made to start a new 12 month policy”

Posted 5 years ago

Good morning, Thank you for taking the time to leave us a review. When the details declared on your application for insurance need to be amended, we have to run through an entirely new quotation. This is due to the fact that we are unable to amend the current policy details mid-term. If you're happy with the new quotation price, we would then to look to set the new policy up for you and cancel your old one. We understand this may sometimes be inconvenient, however, we always need to ensure that the policy/cover you have is sufficient and that all of the details are accurate and up to date. I have looked into things for you and can see that everything has been sorted our end for you, however, if you would like to discuss this further, or if there is anything else I can assist you with, please do not hesitate to get in touch on 0330 0600 632. Thanks, Hannah.

Posted 5 years ago

“I rang as I had had a cheaper quote from another company. I was offered a better quote and decided to stay with however the sales person kept trying to sell me more to the point where I nearly hung up”

Posted 5 years ago

Good morning, Thank you for taking the time to leave us a review. I am sorry to hear this. Whilst we do have an obligation to inform all of our customers about the additional products we offer to ensure we are being fair to everyone, it is not our practice to offer any product more than once if the customer has already declined this optional extra. We take feedback such as this very seriously and will therefore be picking this up internally to ensure that each product we offered you was done so in the correct manner. Thanks again for leaving us a review and for bringing this to our attention. If you wish to discuss this further, please do not hesitate to get in touch on 0330 0600 632. Thanks, Hannah.

Posted 5 years ago

“Policy expert uses a loan company for the monthly payments, which is bizarre, and incurs a negative on one's credit score. On top of the obviously much higher monthly payment, due to the interest that they whack on to it. Totally unacceptable to do it this way!”

Posted 5 years ago

Good afternoon, thank you for taking the time to leave us a review. We give all customers the choice to pay with a one-off annual payment or to pay monthly via a direct debit when taking a policy out. Should you choose to pay via direct debit this will be done via Premium Credit who take on all of our loan agreements. This will not necessarily negatively affect your credit score and as in most cases when taking out credit, a small amount of interest will occur. We are unable to offer direct debits in-house as we are not a registered credit supplier. If you would like to pay for your policy upfront and in full, you can do this at any point by contacting our payments team. Hopefully, this has cleared up any frustration in regards to our payment options however if you would like to discuss this in more depth please contact our customer service team via telephone, email or live chat. Thanks, Georgie

Posted 5 years ago

“Here is My Problem with Policy Expert. My Debit Card Was Recently Renewed and I Received an E Mail From You Saying that the Policy Couldn't Be renewed Autmaticaly as in Previous Years due to the Card Number on your File not Responding. I Imediately Called your Office and Tried to Give my new Debit Card Number and Was then Subjected to a 25 Min Tirade of Questions and Terms and Conditions that I PAID FOR ON MY MOBILE. When all that was Riquired was my New Debit Card Number. I tried to Explain the Reason I Had Made the Call But the Rep I Spoke to just wouldn't stop Talking. Which in My Opinion is Not Customer Friendly. You Got My Payment and Renewal of The Policy But if That Happens again Next Year I Won't Renew the Policy.”

Posted 5 years ago

Good afternoon, Thanks for taking the time to leave us a review. I am sorry to hear that you're unhappy with how your renewal was dealt with. Unfortunately, if any details need to be amended at renewal (even payment details), we do need to check all of the information we hold to ensure it is correct and up to date. This is for your own protection. Nonetheless, I have raised your feedback accordingly. I would also like to apologise for the fact that you feel our agent did not listen to you and spoke over you. I will be getting this looked into and this is not the type of service we aim to give. 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 on 0330 0600 632. Thanks, Hannah.

Posted 5 years ago

“Auto renewal tokk place before I got a chance to cancel it - we are moving house so we will see how that goes - renewal price was up and MORE thjan other companies were offering.”

Posted 5 years ago

“Not happy that the renewal is more expensive but then an email with a cheaper quote had been sent!”

Posted 6 years ago

Good morning, Thanks for getting in touch. I can see our renewals team have been trying to get in touch this weekend to discuss your query further. I have requested a callback for you as soon as possible but if you would prefer to call them directly at a time that suits you please contact 0330 0600 648. Thanks, Vicky

Posted 6 years ago

“It will not deal with adjustments in writing. It has to be done over the phone and answer security questions. They do not appreciate the Data Protection Act 1998 is for the customers' security too. Yet you can make them online. What is the difference?”

Posted 6 years ago

“you should never assume that people are just going to carry on with their policy, and always check, especially when you have their contact number”

Posted 6 years ago

Good morning, Thank you for leaving us a review, I am sorry to hear that you're unhappy with the way your policy has been renewed. I have looked into things for you and can see that we contacted you via email/letter roughly 30 days prior to 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 your policy and take payment. Therefore, as we did not hear from you, your policy with us automatically renewed and the payment was taken. I can also see that you have spoken to us and that everything has now been resolved for you. If you have any further questions, or if there is anything else I can assist you with, please do not hesitate to get in touch. Thanks, Hannah.

Posted 6 years ago

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Policy Expert is rated 4.7 based on 19,527 reviews