Policy Expert Reviews

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

4.7 Rating 19,537 Reviews

96 %

of reviewers recommend Policy Expert

Company Reviews

Metrics

Info

4.7

Based on 19,537 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

Anonymous // 01/01/2019

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

“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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 years ago

“wasn't able to clearly define my renewal..clearly confussed and stated need to talk to "manager"...and call was taking too long . Policy had been renewed and I was just calling for some changes to circumstances(nothing big). subsequently told could not renew and needed another provider? not clearly explained to me.”

Helpful Report

Posted 5 years ago

Good morning, Thanks for taking the time to leave us a review. When completing the application for insurance, the insurers on our panel take into account each question and answer you provide in order to assess if they are able to offer you cover. I am sorry that, on this occasion due to the changes made, we were unable to offer a renewal quote with the same insurer as last year. As we are a broker we have alternative insurers on our panel that we may be able to offer cover from. If you wish to discuss this further or have any other queries please do not hesitate to contact our customer services team and we will be more than happy to help. Thanks, Vicky

Posted 5 years ago

“I rang to check a few details about the policy I found on compare the market. The lady spoke so fast I couldn't process the information I told her I had a brain tumour and couldn't process her fast talking and asked her to slow down she totally ignored me and when I didn't answer yes or no to her questions she spoke over me and said ''just answer yes or no ''I was trying to ask a question or explain the type of door I had and she again told me off for not answering correctly, I eventually said I was ending the call that I was sick of how she was speaking to me and ended the call as I was now so upset I was in tears, I rang straight back and got a pleasant chap Sebastion who was lovely and even then I was still in tears and couldn't speak for crying he was really nice and apologised for her upsetting me but sadly the quote wasn't suitable or I was just too upset to process his information and ended up just renewing my last year's insurance with the post office.Sebastion was very kind, patient and understanding and if it wasn't for the previous lady I possibly would have taken the policy.”

Helpful Report

Posted 5 years ago

Good afternoon, Thanks for taking the time to leave us a review. I am really sorry to hear about the below. This is certainly not the type of service we aim to give and therefore take feedback such as this extremely seriously. We are keen to get the call in question listened to and therefore ask that you email your details to ask@policyexpert.co.uk and raise this email FAO Hannah Gregory, as unfortunately, I have been unable to locate an account for you as no details have been left in your review. I look forward to hearing from you in due course. Thanks, Hannah.

Posted 5 years ago

“CAVEAT EMPTOR: Policy Expert seem to have you all covered until you claim: Note: Hail damage to conservatory roof, this requires Buildings Additional Accidental Damage..??!! Hail apparently is "an Accident"! & not covered by storm damage, this is just an Insurance cop out for Policy holders who have not taken out BUILDINGS ADDITIONAL ACCIDENTAL DAMAGE, Check your policies people...one day you might want to claim”

Helpful Report

Posted 5 years ago

Good evening, Thanks for taking the time to leave us a review. I am sorry to hear you have not been happy with our claims process. All of your cover levels and specific criteria for claims under the insured perils can all be found in your policy documentation, which we would reccomend all customers read when taking a policy out. In the policy wording, we state that a storm is defined by 'winds of force 10 or above' in line with the recognised beaufort scale. There is no cover listed for hail under the storm section of your policy. Damage to glass would fall under accidental damage and theirfore this is why you would not have been covered in this instance. Apologies we were unable to cover for this and for any confusion in regards to your cover levels. If you have any further questions regarding this do not hesitate to get in touch with our customer service team. Thanks, Georgie

Posted 5 years ago

“Happy with the service provided.”

Helpful Report

Posted 5 years ago

“Bought building & contents insurance with £100 excess via compare the market. Turns out that every section of claims has lots of different excesses, some as much as £500. Went to make a claim for water damage and was told it’s £500 excess. I received all docs via email but the one that contained the excesses. Feel duped by both comparethemarket & Policy Expert. Won’t be using these again.”

Helpful Report

Posted 5 years ago

Hi there, Thanks for taking the time to leave us a review and for bringing your concerns to our attention. It is normal for most insurers to increase the excess payable for escape of water claims. When you purchase a policy online, it is your responsibility to check all of the excesses (which are visible to see before anything is put in place). Once the policy has been purchased, we also then provide all of your documentation to you. Within this set of documentation will be your home insurance policy schedule, on this schedule all of the excesses are listed for you to view. This documentation is all available to view online and this would have been explained in the 'welcome' email we sent you. Nonetheless, I'm sorry to hear that you were not aware of the excess and that you're unhappy with things. 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. Thanks, Hannah.

Posted 5 years ago

“The policy was automatically renewed without my consent”

Helpful Report

Posted 5 years ago

Good morning, Thank you for taking the time to leave us a review. We contact all of our customers 30 days prior to their renewal date to confirm that their policy is due for renewal. In this correspondence we confirm that if we do not hear from you, we will assume that you are happy for us to automatically renew your policy and take payment. Therefore, if we did not hear from you, your policy with us will have automatically renewed and the payment would have been taken. In addition to this, we do 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 without any penalty. I have looked into things for you and can see that you have spoken with us and that things have been resolved for you, however, if you wish to discuss this further, or if there is anything else we can help you with, please do not hesitate to get in touch on 0330 0600 632. Thanks, Hannah.

Posted 5 years ago

“Policy automatically reviewed a few days before the old one ran out. This after I had already bought another policy but before I got around to ringing to cancel. I've now got to wait up to 31 days to get my money back. I don't like automatic renewal and won't buy any insurance with it again as I always shop around for the best price.”

Helpful Report

Posted 5 years ago

Good morning, Thank you for leaving 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. This will have been explained in the renewal invite that we sent to you 30 days prior to your renewal date. I have looked into things for you and can see that you have spoken with us and that this has now been resolved. Please also note that refunds can either take 3-5 working days if done by bank transfer or 31 days if sent via cheque - I have emailed you to confirm how your refund has been made. 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 or respond directly to my email. Thanks, Hannah.

Posted 5 years ago

“I was not told you were going to debit my account I did not ask for a renewal and you did not tell me you would renew.”

Helpful Report

Posted 5 years ago

Good morning, Thanks for taking the time to leave us a review. 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 without penalty of price differential. In addition to this, we notify customers of our intention to automatically renew them as part of the renewal invite 30 days in advance (this is sent via post and email), and again advise customers to contact us before their payment date if they want to opt out. Furthermore, customers have a 14 day cooling off period. This approach complies with the FCA ICOBS (Insurance Conduct of Business) rules and the overarching principle of being Clear, Fair and not misleading to all of our customers. If you wish to discuss this further or have any other queries at all please don't hesitate to contact our customer service team on 0330 0600 632 and we will be more than happy to help. Thanks, Vicky

Posted 5 years ago

“They are as bad as the criminal that broke into my home....refused to cover my stolen items because the window was not damaged by 'forced and violent' entry despite the police statement and then the company that changed my locks at their request billed me nearly £500 for changing 7 locks. Incidentally or coincidentally the company that assessed the window as not being sufficiently damaged is the same as the company that changed the locks.”

Helpful Report

Posted 5 years ago

Good morning, Thank you for taking the time to leave us a review. I am really sorry to hear that you had a break in, I understand this must be a very difficult time for you. Unfortunately, it is a condition of the policy that in order for a theft claim to be accepted, there must be a sign of forced and violent entry. If your property has been left unlocked and someone is able to make their way in with no damage incurred, then there would be no cover in place for this type of incident. However, if you take reasonable steps to ensure that your property is secure i.e. locking the widows and doors etc, and a burglar breaks in using force and violence, then this would be a valid claim. I am sorry for the fact that we have been unable to assist with your claim. If you wish to discuss this further, please give us a call on 0330 0600 632. Thanks, Hannah.

Posted 5 years ago

“Did not ask the company to renewal just taken money out of my account without my permission also it's not due until the 13th June”

Helpful Report

Posted 5 years ago

Good morning, Thanks for taking the time to leave us a review. 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 without penalty of price differential. In addition to this, we notify customers of our intention to automatically renew them as part of the renewal invite 30 days in advance, and again advise customers to contact us before their payment date if they want to opt out. Furthermore, customers have a 14 day cooling off period. This approach complies with the FCA ICOBS (Insurance Conduct of Business) rules and the overarching principle of being Clear, Fair and not misleading to all of our customers. We take payment in the week prior to expiry so that if there are any issues with processing payment or set up we have time to rectify the problem without leaving your property uncovered. If you wish to cancel the policy or have any queries about the cover please don't hesitate to contact our customer services team on 0330 0600 632. Thanks, Vicky

Posted 5 years ago

“Auto renewed without my agreement, cheaper policies available elsewhere”

Helpful Report

Posted 5 years ago

Good morning, Thank you for leaving us a review. We contact customers roughly 30 days prior to their renewal date confirming that their policy is due for renewal. In this correspondence, we confirmed that if we do not hear from you, we will assume that you are happy for us to automatically renew your policy and take payment. Therefore, if we did not hear from you, your policy with will have been automatically renewed. I have sent you an email regarding this in order to clear things up for you. Please respond directly to my email or call our customer service team on 0330 0600 632. Thanks, Hannah.

Posted 5 years ago

“I did not renew my house insurance with go compare but they automatically helped themselves to 127 pounds out of my bank account for an 'automatic renewal' which has meant that I will paying overdraft fee's .. Having contacted Go compare, they have told me that they will refund my 127 pounds within 5 working days.. needless to say, this is very disappointing..”

Helpful Report

Posted 5 years ago

Good afternoon, Thanks for leaving us a review. We contact our customers roughly 30 days prior to their renewal date confirming that their policy was due for renewal. In this email/letter we confirm that if we do not hear from you, we will assume that you are happy for us to automatically renew your policy and take payment. Therefore, if we do not hear from you, your policy with us automatically renewed. I have looked into things for you and can see that this has now been resolved for you, however, 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

“nothing service was good”

Helpful Report

Posted 5 years ago

“we have a massive hole in our roof, and as its rained all day my daughters room is flooded again, despite calling you 2 weeks a go, a surveyor coming round and telling us we would hear at the end of the week, 2 weeks ago, we call constantly only to be told someone will call you back, my husband has climbed on to the roof and covered it with tarpaulin, rain is still pouring through, do you think 2 weeks is acceptable, is any one likely to get back to us at all, and in the mean time you have called us to ask about renewing our policy with you, you must be joking when do you think someone might contact us, as i do think its urgent dont you?”

Helpful Report

Posted 5 years ago

Good evening Thank you for taking the time to leave us a review. I am sorry to hear you have not been happy with our claims service, we take customer satisfaction extremely seriously when it comes to setting claims and I would be keen to look into this further for you. I am unable to locate your account with the information provided so please contact our customer service team ASAP and one of our advisors will be able to assist with this. I look forward to hearing from you. Thanks, Georgie.

Posted 5 years ago

“I am disappointed in the way that your company has used such a sharp practice by taking monies from my account a week before it needed to, Charging me 50% more than a competitor, not giving me the opportunity to cancel before the renewal date. When I contacted your company to sort the problem out I selected renewals and was told that they wouldn’t be able to deal with me they offered to put me through to someone else but I waould have to wait an inordinate amount of time to be dealt with. Very poor. I will not be using you again and I will post my views about your company on social media.”

Helpful Report

Posted 5 years ago

Good afternoon, thank you for taking the time to leave us a review. I have checked your account with the details provided and I can confirm we did send out your renewal correspondence 30 days prior to your renewal date. This includes all price information and notice that we will take payment 5 days in advance. This is so should any payment issues occur, we have time to resolve these to ensure you aren't left without cover. I am sorry to hear you weren't happy with the service provided by our renewals team. I have logged your feedback with the relevant department. If you would like to discuss this further or have any further queries, do not hesitate to contact our customer service team. Thanks, Georgie.

Posted 5 years ago

“Policy cancelled by policy expert due to building work on property.”

Helpful Report

Posted 6 years ago

Good afternoon, Thanks for taking the time to leave us a review. I am sorry to hear that we were unable to continue with your insurance policy on this occasion. When you've had (or are planning to have) building work done at your property, it is our duty to ensure that the policy you hold is still suitable for your requirements. A way in which we do this is by sending off all of the relevant information to your insurers, they will then review things and ensure that the policy you hold is still appropriate. In some cases, the building work will be outside of the insurers acceptance criteria and they will therefore advise that they are unable to offer further cover. I would like to assure you that this is for your own protection as we would not want to provide you will a policy that is no longer suitable for you, this cancellation does not need to be declared to any future insurers. I hope this clears things up for you, however, if you're still unsure about anything, or if there is anything else I can assist you with, please don't hesitate to get in touch. Thanks, Hannah.

Posted 6 years ago

Policy Expert is rated 4.7 based on 19,537 reviews