Policy Expert Reviews

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

4.7 Rating 20,132 Reviews

96 %

of reviewers recommend Policy Expert

Company Reviews

Metrics

Info

4.7

Based on 20,132 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 8th April 2025

Anonymous

Anonymous // 01/01/2019

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

“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.”

Helpful Report

Posted 6 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 6 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.”

Helpful Report

Posted 6 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 6 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”

Helpful Report

Posted 6 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 6 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”

Helpful Report

Posted 6 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 6 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”

Helpful Report

Posted 6 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 6 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!”

Helpful Report

Posted 6 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 6 years ago

“Poor service, living me with broken boiler just when winter is outside. While making complain I was told about many exclusion which they don't cover of which I was not aware before signing insurance. Would like highly not recommend this company!”

Helpful Report

Posted 6 years ago

Good afternoon, Thank you for taking the time to leave us a review. I am sorry to hear that you're unhappy with things. As confirmed to you on the telephone just now, the reason that the home emergency team are unable to assist with your issue is due to the fact that the reason you do not have heating is not as a result of a boiler breakdown, which is what the home emergency policy provides cover for. Again, I am sorry that you're unhappy with things, but unfortunately, the policy you have does not provide cover for the issue you're having. 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 6 years ago

“policy expert went ahead and renewed my house insurance without contacting me which was not due for another 5 days they used my details from last year , which I am not happy about, this is not acceptable and is a bad practice a lot of insurance brokers use I shall remember to contact them for next year to stop this”

Helpful Report

Posted 6 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 via email roughly 30 days prior to your renewal date confirming that your policy was due for renewal. In this email 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 an email regarding this in order for us to get things resolved for you. Thanks, Hannah.

Posted 6 years ago

“Policy Expert keep sending emails and a reminder that I am renewing my home insurance with them. I am not. I have agreed a contract with a different company. Do they intend to take my money? It is an offence to take on 2 home insurance policies to run at the same time so I will report them to the ombudsman.”

Helpful Report

Posted 6 years ago

Good morning, Thanks for taking the time to leave us a review. We send out your renewal invite around 30 days prior to the expiry date of your policy. In this correspondence it states whether your policy is due to automatically renew, the proposed cover and premium, when payment would be taken and how to opt out should you not want the cover. I have passed your info over to our renewals team to inform them you do not wish to renew, they will be in touch to confirm this for you. If there is anything else I can help with in the meantime please feel free to contact us via phone, live chat, email or social media. Thanks, Vicky

Posted 6 years ago

“Absoluty shocking service. Don't be fooled by the low premiums. When you have to make a claim this company will find all the excuses under the sun to deny the claim. Their number they advised to make a claim is wrong too. Totally disappointed ok my claim was denied. But to be told by a customer service agent. Its like righting off a car , you wouldnt claim for a bald tyre. I wanted my policy cancelled, they replied with £25.00 fee. So I ask them to let me know what the total refund would be so I can make a desision to carry out my term or leave. But they decided to cancel. A customer is not always right but does deserve an explanation when asked questions not a sarcastic reply.”

Helpful Report

Posted 6 years ago

Good morning, Thank you for taking the time to leave us a review. Home insurance policies are designed to cover unpreventable events, for example, a fire, an escape of water, a burglary and so on. Your home insurance policy is not designed to cover maintenance and wear and tear issued. Therefore, if you have had an issue at your property, which is as a result of wear and tear, this will not be covered under the policy - this is the same with most home insurers out there. I am sorry to hear that you feel you got a sarcastic reply when querying things, I have sent you an email for further details regarding this. I have also checked and can see that you emailed us and requested that we cancelled your policy, which we then did. It was only after this that you then queried the fee. In the email I have sent you, I have also explained this further. Thanks, Hannah.

Posted 6 years ago

“Good customer service”

Helpful Report

Posted 6 years ago

“Everything. Terrible service & impossible to get through on the phone. Won't be renewing my policy next year. no customer follow up from start to finish. Not impressed at all”

Helpful Report

Posted 6 years ago

Good afternoon, Thanks for taking the time to leave us a review. I am sorry to hear you have been unable to get through on the phone. I have chased this up with your claims handlers who will be in touch as soon as possible to discuss this further. If there is anything else you wish to discuss or have any queries at all please don't hesitate to contact our customer services team via phone, email live chat or social media. Thanks, Vicky

Posted 6 years ago

“The service offered is exactly what I need for a competitive price. Considering my property is very old, it was easy to state my house was constructed before 1830.”

Helpful Report

Posted 6 years ago

“Helped themselves to money in my account before renewal date. I will never use again. Disgraceful service”

Helpful Report

Posted 6 years ago

Good afternoon, Thanks for taking the time to leave us a review. We send out our renewal invites around 30 days prior to the expiry date of your policy, followed by several reminders during the month confirming if your policy is due to automatically renew. This allows time for you to make any changes, shop around or opt out of the renewal. As we did not hear back from you the policy did auto renew. I can see you have spoken with us regarding this and it has now been resolved but if you wish to discuss this further or have any other queries please call our customer servcies team on 0330 0600 632. Thanks, Vicky

Posted 6 years ago

“he policy was cancelled when someone rang me however there is no trace of call .also I got a email to say yous were taking money and I sent reply on 30 sep saying I hope yous have not taking money as its been cancelled”

Helpful Report

Posted 6 years ago

Good afternoon, Thank you for leaving us a review. I have looked into things for you and can see that we were unable to trace a call or email from you prior to the renewal taking place. I can also see that this has now been resolved for you, however, if you wish to discuss this further, please give us a call on 0330 0600 632. Thanks, Hannah.

Posted 6 years ago

“Despite phone call confirming that I did not want to "auto-renew" my home insurance policy AND receiving an e-mail from Policy Expert confirming same .... they still took over £400 out of my A/C. Apologies etc. etc., due to human and/or "system error", BUYER BEWARE !!”

Helpful Report

Posted 6 years ago

Good afternoon, Thanks for taking the time to leave us a review today. I am really sorry to hear that the policy automatically renewed. I can see you have since spoken with us regarding this and a complaint has been logged. Your renewal has now been cancelled and a full refund has been issued. If you wish to discuss this further or if there is anything else I can help with please let me know. Thanks, Vicky

Posted 6 years ago

“My fridge freezer broke while I wad away on holiday. I knew it was covered by my housould insurance. I tried to claim for the lost food. The first time I had ever mafe a claim. I found out that I could claim £500. The only thing is my excees was £500. I would get £0. This insurance is a waste of money. Go elsewhere AA is better.”

Helpful Report

Posted 6 years ago

Good morning, Thank you for taking the time to leave us a review. I am sorry to hear about the issue you had. When you purchase a policy with us, you have the option to set your excess either higher or lower, depending on what you feel is suitable for your requirements. I can see that you took this policy out online, and when you did so, you chose to set the excess slightly higher. You do have the option to lower this excess, I have therefore sent you an email regarding this in order to get things resolved for you. We are keen to ensure that you are happy with the cover we are providing you with. I look forward to your response to my email. Thanks, Hannah.

Posted 6 years ago

“I cannot rate you as I have had no contact with you I do not call that good service so I will rate you zero as the stars Do not go to zero”

Helpful Report

Posted 6 years ago

Good morning, Thank you for taking the time to leave us a review. We ask customers to leave us a review after purchasing a policy with us as we aim to get every aspect of our service right - this includes the process of purchasing a policy with us. Leaving a review is optional, therefore, if you did not have any feedback for us, you did not have to write a review. However, thanks anyway for taking the time to leave us some feedback. Thanks, Hannah.

Posted 6 years ago

“Sent an email to say did not want to renew and had confirmation back. They still took my money out on renewal date. Not happy!”

Helpful Report

Posted 6 years ago

Good morning, Thank you for your review. I can see that you've left us two reviews regarding the same issue. I have responded to your other review regarding this and also sent you an email. Thanks, Hannah.

Posted 6 years ago

“18 months on and still waiting for them to sort the claim out. To add insult to the claim. They sent a cowboy builder out to do work. Which has caused more damage to my property. Unbelievable service and still no end in sight to being rectified”

Helpful Report

Posted 6 years ago

Good afternoon, Thanks for taking the time to leave us a review. I am sorry to hear you have not been satisfied with the service you have received during your claim. We are keen to look into what is going on with your claims handlers but unfortunaltey, I was unable to locate your account with any information left on your review. Please call our customer servcies team on 0330 0600 632 to discuss this further. Thanks, Vicky

Posted 6 years ago

Policy Expert is rated 4.7 based on 20,132 reviews