Policy Expert Reviews

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

4.7 Rating 19,520 Reviews

96 %

of reviewers recommend Policy Expert

Company Reviews

Metrics

Info

4.7

Based on 19,520 reviews


Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Next Day
On-time Delivery	99%
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

Anonymous // 01/01/2019

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

“Worst insurance company I've ever dealt with. Everything's fine until you need to make a claim. Took 2 days to approve a quote to fix my boiler. I wasted an hour on hold to them trying to chase it up, only to be cut off. Shambolic. I wouldn't recommend this company to anyone”

Helpful Report

Posted 3 years ago

Good Afternoon Mr Roeber, Thank you for getting in touch and for taking the time to leave us your feedback. I have spoken with our home emergency care claims team, and whilst I understand a contractor attended your property the day after you logged a claim with us, we needed to discuss matters with you, before steps could be made towards a repair. I am pleased to learn that you have spoken with us today, and the situation is on-track to being resolved for you. However, if there is anything further you'd like to discuss in the meantime, please do not hesitate to contact me directly at ask@policyexpert.co.uk. Thanks, Jasmine

Posted 3 years ago

“They take money out of your account without notice or consent. When you try and contact them they send you into a continual circle of being ignored. Stay clear!”

Helpful Report

Posted 3 years ago

Good Morning Mr Hodge Thank you for taking the time to leave us a review. I have managed to locate your account and can see that we have responded to your emails and are waiting for a reply from you to advise us of the next steps, however, I am sorry that you have missed this. I tried calling you today to assist you further but unfortunately, there was no answer. If you could please email me at ask@policyexpert.co.uk and mark it for my attention, I will pick this up right away. I look forward to hearing back from you. Thanks, Nisha

Posted 3 years ago

“I recently received a renewal for my home insurance,and emergency cover.on the emergency cover list all the items were ticked on both the upgrade and basic cover list.l therefore said does my basic cover include all of these shown on the renewal. A very badly mannered manager said no it was a computer error and refused to honour the stated cover under the renewal.”

Helpful Report

Posted 3 years ago

Good Evening, Thanks for taking the time to leave us a review. I've had an opportunity to look into the concerns you have raised, and I'm sorry to learn that you are unhappy with your recent experience. We have informed our technical team of the issues you have raised - they are looking into this as a matter of urgency and hope to get this resolved as soon as possible. I'm confident that the member of our management team was empathetic with your situation and did their utmost to explain their position. However, any necessary feedback regarding their service will be given to the manager in question. I understand that as our management team were unable to resolve this for you, they have escalated your concerns and they are currently being reviewed by the relevant department. They will be in touch as soon as they have finished their investigations. Thanks, Jasmine

Posted 3 years ago

“Do not use this company. They will use any excuse to con you out of a claim. I made a claim on harling damage to our chimney after a storm. Was advised that this would be ok to sort on insurance and due to the current covid situation, could we send pictures instead of having someone come out to inspect it. I sent the pictures and several weeks later had a phone call to say it had been rejected as it was 'wear and tear', even though the harling was there the night before the storm and gone the day after. I questioned how they could reject it from pictures alone and the person I spoke to was very condescending. 'Incase you arent aware of the situation in the world' is what she said. Being a nurse in the NHS and currently working through the crisis, I am all but too aware of the situation and I didnt appreciate the condescending tone. However this doesn't change the fact that no one has actually inspected it to reject it definitively.”

Helpful Report

Posted 3 years ago

Good Morning Mark, Thank you for taking the time to leave us this feedback. Firstly, on behalf of Policy Expert, I would like to thank you for the hard work you have been doing during this pandemic. I'm sorry to learn that you're unhappy with the outcome of your claim, and the service provided by one of our agents. I would like the opportunity to investigate the concerns you have raised, but I have been unable to locate your account with the information left in your review. Could you please forward your details to me at ask@policyexpert.co.uk? Please be sure to highlight your email for my attention so I can pick this up right away. Thanks, Jasmine

Posted 3 years ago

“I transferred our household insurance because of the low price and persuasive sales technique. However when I tried to claim after our roof was damaged by storm Ciara I found a completely different attitude. Never ending delaying tactics with no communication after more and more information was sent. In exasperation our MP gave us the contact details of the managing director. I will transfer insurance as soon as it comes up for renewal.”

Helpful Report

Posted 3 years ago

Good Afternoon Patricia, Thank you for taking the time to leave us this feedback. I'm sorry to hear that you're unhappy with the outcome of your claim. I understand our claims team have fully reviewed the concerns you have raised, and recently sent you a letter regarding them. If you are still unhappy with their response, the letter contains details about the next steps you can take. Thanks, Jasmine

Posted 3 years ago

“Do NOT invest your time or money with this company!! Policy Expert certainly gave one of the cheapest quotes for my household buildings and contents insurance. However, when I actually needed to claim, I found out why they were cheap. The simple answer was that they will avoid paying out at all costs, Expertly. Literally from the moment I mention “I would like to claim” their conniving team went into overdrive. Do not trust them!”

Helpful Report

Posted 4 years ago

Good Afternoon Mr Owen Thank you for taking the time to leave us a review. I am very sorry to hear that you are not happy with the outcome of your claim. I have looked into this matter for you and can see that my colleague has been in contact to address your concerns. I understand that you are not happy with the response and if you would like to escalate this further, please contact us directly. We are available via phone or you can email us at ask@policyexpert.co.uk. Thanks, Nisha

Posted 4 years ago

“We bought a house in August 2019 and unfortunately after a few months we noticed water marks going up our walls in kitchen, dining room, living room, hallway and downstairs toilet. We had no idea where it is coming from so we called our insurance POLICY EXPERT and asked if we are covered for access and seek. They said yes. We have contacted local leak finding company and they spent 2 days trying to find a leak. They used a gas and tried heating and main water. After they find a leak - copper water piped in the middle of the kitchen and under double tiles - they diged meters of holes along a pipes until they found the leak. Day later we had another masive leak from the same pipe, but 50 cm from original. They again came and fixed it. On the day we had to pay £2214 bill. Our insurance than came and accesed the damage and also brought 2 drying machines. We had them for 6 weeks and they run nonstop. We were worried about our electricity bill, but were told not to worry as insurance will pay us back. After 6 weeks walls were dry, but we got black mould under kitchen counters. Now after 3 months and still with huge hole in the middle of our kitchen (not fun with 2 small children) we were offered £2203.29 and £28 for electricity. We are not happy as this settlement will not even cover the access and seek bill and to get £28 for over 3000kwh of eletricity is just sad when we spend over £400 on it. I will never go with Policy Expert again. We are left in debt & with broken kitchen floor.”

Helpful Report

Posted 4 years ago

Good Afternoon, Thank you for taking the time to send us your feedback. I'm sorry to hear that you're unhappy with the way your claim has been managed and with the claim outcome. I can assure you that we will always review and settle claims in line with your policy terms. However, I would like to investigate the concerns you have raised with our claims team. Can you please forward your account details to me at ask@policyexpert.co.uk? Be sure to highlight your email for my attention so I can pick this up right away. Thanks in advance, Jasmine

Posted 4 years ago

“Absolute waste of time, communication, zero, any excuse not to pay a penny out, always chasing them when you are the paying customer, disgraceful, praps tornado/hurricane they might pay out, don't waste your money or time with a useless firm! !”

Helpful Report

Posted 4 years ago

Good Afternoon, Thank you for taking the time to leave us a review. I'm sorry to hear that you're unhappy with the way your claim has been managed, and the claim outcome. I appreciate that not receiving the resolution you were hoping for can be disappointing, however we will always review claims in-line with the cover provided by the policy. I'm afraid I have been unable to locate your account with the information left in your review. Therefore, I am unable to investigate your claim circumstances further. If you'd like to discuss this in more detail, please do not hesitate to email your details to me at ask@policyexpert.co.uk. Be sure to highlight your email for my attention so I can pick this up right away. Thanks in advance, Jasmine

Posted 4 years ago

“Having a dingdong with this company at the moment. Been with them 7 yes and this was our first claim .Hurricane Dennis hit us and ripped off my portable garage roof .Its a Clarke garage and was cemented to the ground .Had it a few years and doing the job I bought it for ,to protect a vintage car .A surveyor came out and checked the damage and admitted the storm caused the damage. However the report came back saying that I was not covered as this garage came under home contents and it does not cover storm damage .I have home contents and building insurance with them .They told me to check page 20 paragraph 3 .I asked for a review and they never got back to me .Chased them up yesterday and today. Guess what, exact same short answer .How can you treat a customer after being loyal for 7 years with them in this sort of manner .I am not letting it rest and also be taking legal advice for 7years refund ,”

Helpful Report

Posted 4 years ago

Good Afternoon, Thank you for taking the time to leave us your feedback, I'm sorry to hear that you're not happy with the service you have received. We review all claims fairly and in-line with the cover provided by our policies. I appreciate that not receiving the claim outcome that you were hoping for can be disappointing, and I apologise for any inconvenience caused. If you would like to discuss your claim further, or if you have any additional concerns that you'd like me to address, please do not hesitate to contact me at ask@policyexpert.co.uk. Please be sure to highlight any correspondence for my attention so I can pick it up right away. Thanks, Jasmine

Posted 4 years ago

“I made a claim for my roof on 09 February and the surveyor has been out and completed a report (this was 2 weeks ago) since this point I have submitted a quote as instructed by policy expert. I have rang at least 6 times to establish whether I can proceed and I am continually fobbed off with the same broken record that due to the storm surge they are unable to give me an answer! They are yet to ring me and I have wasted so much time attempting to get it sorted out. As an insurance company they should factor in meeting the demand in the event of a surge. We have had storms not a tsunami or an earthquake.. Extremely poor service and after reading reviews this seems to be a trend.. (not just recent reviews but also ones from last year). Why take on customers if you are unable to meet the demand yet alone answer simple questions. I’ve just been advised that I have a case worker (never heard from this person either)! Will never renew my policy with this company again - total nightmare.”

Helpful Report

Posted 4 years ago

Good Afternoon Thank you for taking the time to leave us a review. I am sorry that you have not received an update on your claim. I can assure you that our claims team have been doing their best to manage a high number of claims queries as quickly and efficiently as possible, however, I do appreciate your concerns and would like to arrange an urgent call back for you. Unfortunately, I have been unable to locate your account with the details you have left on this review, please could you email me directly? I am available via telephone or you can email me and highlight it for the attention of Nisha. Thanks, Nisha

Posted 4 years ago

“Ok, lets go! I am so glad my claim is so small! Lost one tile off the roof and I have some pointing damage Rang them, they took my mobile number down wrong so the assessor could not make contact, they did not try to contact me, I had to chase, I was called into work and despite contacting them and confirming in a live chat that I was not going to be in, they did not tell the assessor, he managed to view the damage and reported back to them the next day, apart from saying that they have the report, nothing for over 2 weeks, I have chased twice. I am left with a plastic bag covering part of my roof, the assessor started that it will be up to me to get it sorted and that they will issue an amount to get it fixed, fun, why do I think it is not going to be enough, I was also told with the pressures it may be May until I get get the work down, its not being left high and dry and low wet and alone. Won't be ever touching these people again or Trinity Claims who I seem to be put though to, that is if you are willing to use up all your minutes and once being cut of with the simple auto message "we are too busy"”

Helpful Report

Posted 4 years ago

Good Afternoon, Thank you for taking the time to leave us a review, I'm sorry to hear that you're unhappy with the way your claim is being managed. Given the recent storm that has affected the majority of the UK, our claims team have been doing their utmost to deal with a high number of claims queries as quickly as possible. These claims queries have varied in severity, but we do still value every policyholders claim. We'd like to take this opportunity to thank you for your patience and understanding during this understandably busy time. I have raised your concerns with our claims team and I understand that somebody is due to contact you shortly to discuss this further. If you have any additional comments, or if there is anything else that I can assist you with in the meantime, please do not hesitate to email me at ask@policyexpert.co.uk. Thanks, Jasmine

Posted 4 years ago

“Would give no stars if an option”

Helpful Report

Posted 4 years ago

Good Afternoon, Thank you for taking the time to leave us your feedback. I'm sorry to hear that you're unhappy with our service. I'm afraid I am unable to address your concerns without any further details. However, I would love the opportunity to look into things for you. Can you please email me the reasons you are unhappy and your account details? Our email address is ask@policyexpert.co.uk. Be sure to highlight your email for my attention so I can pick it up right away! Thanks in advance, Jasmine

Posted 4 years ago

“Very dissappointed with this service had full cover and accidental damage cover for home plus contents. However even before i made a claim i was told my premiums would go up, did i want to go ahead. Yes the storm with 70 miles an hour wind had blown a wall down. Sent Surveyor called maximum 10minutes. Heard from the company no it was anything but the storm. However my premiums will be affected because they had sent a surveyor out. It didnt seems to matter that i also had accidental damage. I feel the policy is not worth the paper its written on. I will NOT be using this firm again.”

Helpful Report

Posted 4 years ago

Good Afternoon Thank you for taking the time to leave us a review. I am sorry to hear that you are not happy with the outcome of your claim and the potential premium increase. Our claims process is fixed to ensure customer claims and enquiries are always managed fairly and in line with the policy Terms and Conditions. Insurance premiums are likely to increase after a claim has been made and the amount the premium increases by will generally depend on the value of the claim. However, we will always do our best to offer you the lowest premium at renewal while still making sure that you have enough cover to meet your needs. If you do wish to discuss this 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 ask@policyexpert.co.uk and mark for my attention. Thanks, Nisha

Posted 4 years ago

“If I could I would give - minus 100 People giving them good reviews obviously haven't tried to claim. I was burgled and they are refusing to give me anything. All my Christmas presents taken and all my jewellery.”

Helpful Report

Posted 4 years ago

Good Afternoon, Thank you for taking the time to leave us your feedback. I'm sorry to hear that this has happened and that you're unhappy with the outcome of your claim. We will always review claims in-line with the cover provided by your policy. As I have been unable to locate your account with the information left in your review, I cannot clarify why we have not been able to assist you with your claim on this occasion. However, I would like to investigate this further for you. Can you please forward me your account details to ask@policyexpert.co.uk? I look forward to hearing from you. Thanks, Jasmine

Posted 4 years ago

“Only gave one star because no stars did not appear to be an option. I had someone come into my home while I was in the sitting room and steal my handbag. This insurance company does not care in the least about this situation unless the burglar had broken a door or window. I can not claim from them. Their claims department, Trinity Claims even said it was my choice to choose an insurer that did not cover me for this burglary. Do not insure with them.”

Helpful Report

Posted 4 years ago

Good Afternoon Thank you for taking the time to leave us a review. I understand that you have spoken with my colleague with regards to your claim and they have explained that there needs to be forced or violent entry when making a claim for theft. I appreciate that this is not the outcome that you were expecting and I do apologise for any inconvenience this has caused you. If you do wish to discuss this 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 ask@policyexpert.co.uk and mark it for my attention. Thanks, Nisha

Posted 4 years ago

“after being in a major flood and being promised everything by these cowboys thinking they were decent after no progress absolutely shocked after three months informed they are paying me out with £16000 on a £40000 claim and they are walking away !!! spoke to a lot of insurance experts found out they are renowned for this ! please listen to me and if you are with them i would cancel any policy even if it costs you its not until you need them you find how bad they are and these are the worst !!! cant express strongly enough !!! c”

Helpful Report

Posted 4 years ago

“Im not happy at all that you have taken my payment out a week before my policy is due !!!!!!! Assuming im staying with your company, you did not inform me that it was up for renewal just incase i wanted to shop around for a different company you have made me over drawn !!!!!!!!! as i pay it in one lump sum”

Helpful Report

Posted 4 years ago

Good Morning Mr Ricketts Thank you for your review and your time on the phone this morning. I am glad we were able to explain our process and resolve your concerns and happy that you decided to stay on board with us. As explained over the phone, we look to automatically renew your policy 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. If there is anything else I can help you with, please contact me directly, I am available via phone or you can email me and mark for my attention. Thanks, Nisha

Posted 4 years ago

“Stay Away Very Poor Like the previous review, stay away from this company. I called to inquire about a small problem with my garage and asked for advice. When I said that I have speakers in there that I occasionally use, they classed it as a Business and cancelled my insurance. I explained no need for that, but the "jobsworth" on the phone was adamant that he was cancelling my policy. Well because of that "jobsworth" I will never use you or any of your associated companies again, and will leave as many reviews and video blogs as I can to let people know how bad you are.”

Helpful Report

Posted 4 years ago

Good Afternoon, Thank you for taking the time to leave us a review. In order for a policy to be valid, any business use at the property needs to be correctly declared on an application for insurance. This is included but not limited to whether there are any visitors at the property, whether any business stock is kept at the property and whether there are any employees based there. As we have a mutual interest in ensuring that the property is correctly covered, we are unable to leave an unsuitable policy in place. Whilst I appreciate that this may have caused you some inconvenience, please do not hesitate to contact us on 0330 0600 600 if you have changed your mind in submitting an amended quote with us, or if you have any further concerns you wish for us to address. Thanks, Jasmine

Posted 4 years ago

“E-mailed policy expert to inform we were not re-insuring with them and nobody has replied to the E-mail confirming no money will be taken from my accounts. Not impressed!”

Helpful Report

Posted 4 years ago

Good Morning Mr Wright Thank you taking your time to leave us a review. I am sorry that you had no response to the email you had sent us yesterday. I can assure you that I have responded to your email and passed it over to our renewals team to action. If you do have further questions or if there is anything else we can help you with, please respond to the email and we will be more than happy to help. Thanks, Nisha.

Posted 4 years ago

“24/7 helpline my arse. It is Sunday, I have a leak and Policy 'Expert' are closed.”

Helpful Report

Posted 4 years ago

Good Morning Thank you for your review. I am sorry to hear you were unable to get through to us. I would like to look into this further for you so we can establish why you were unable to get through to us. As I have been unable to locate your account with the information left in your review, can you please forward me your details via email, telephone, live chat or social media? All of our contact details can be found on our website https://www.policyexpert.co.uk/contact/ I look forward to hearing back from you. Thanks, Nisha

Posted 4 years ago

Policy Expert is rated 4.7 based on 19,520 reviews