Policy Expert Reviews

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

4.7 Rating 20,146 Reviews

96 %

of reviewers recommend Policy Expert

Company Reviews

Metrics

Info

4.7

Based on 20,146 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 3 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“just standard insurance company. We have to have insurance nothing outstanding or different with this one”

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Posted 6 years ago

“This is the cheapest quote I received”

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Posted 6 years ago

“Phoned up as premium went up by 28%, i think it was Marcus spoke to, answer rabbit out of a hat.”

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Posted 6 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 there is anything else we can help with please do not hesitate to reach out to our customer service team. Thanks, Georgie

Posted 6 years ago

“Never made a claim so can not comment on the service. However the renewal is higher therefore I’m actively looking else where.”

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Posted 6 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. I have passed your details over to our renewals team to look into this and contact you regarding the price increase. If you have any further questions please do not hesitate to get in touch. Thanks, Georgie

Posted 6 years ago

“I was disappointed to find I couldn't set up an account for house insurance for both myself and my Mother, using the same email address. However I did get prompt advice once I realised this. I had to re-do the 2nd insurance policy from a different email address. Would have been better if I had been notified straight away, ie before completing the form on line, as this is a pain to do. My refund on the cancelled policy was dealt with within a few days..”

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Posted 6 years ago

Good morning, Thank you for your review. I am sorry to hear there was some confusion when setting up yours and your mothers policy. We are unable to have multiple customers registered under the same email address due to the fact we email out important information about your policy at times such as renewal. This can get confusing if multiple customers are using the same email address. There would usually be an error message to confirm this at the point of purchase. I am glad to hear this was rectified for you but if you do wish to discuss this further or have any other queries please don't hesitate to contact our customer services team via telephone, email, live chat or social media. Thanks again, Vicky

Posted 6 years ago

“Ok”

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Posted 6 years ago

“My policy was renewed without me knowing. I didn't receive a renewal notice. I also didn't realise I was on automatically renewable contract which I have now cancelled.”

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Posted 6 years ago

Good morning, Thanks for taking the time to leave us a review. Around 30 days prior to the expiry date of your policy we send out your renewal invite. This correspondence states your renewal price, cover, how to opt out, etc. If your policy is due to auto renew you don't need to do anything further which is why your policy would have auto renewed. I can see you have since spoken with us regarding this but if there is anything else you wish to discuss or if you have any further queries please let me know. Thanks, Vicky

Posted 6 years ago

“I am not renewing my policy because your premium has increased despite my not making any claims - so i will renew elsewhere.”

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Posted 6 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. I have sent you an email regarding this. If you wish to discuss this further, or if there is anything else that I can assist you with, please do not hesitate to get back in touch. Thanks, Hannah.

Posted 6 years ago

“Decided to stick with the company 2nd year running. Prices has gone up slightly but not massively. However with reduced cover than last year. Still happy as the similar cover were not far off pricier or cheaper with other insurer. Hence the decision. Still shopping around makes sense to compare if what they offering for renewal is competitive. Process wise it’s easy and straightforward renewal as they have all your details. 👌”

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Posted 6 years ago

Good morning, Thank you for your review. I am glad to hear you were happy with the renewal process. We will always offer the most competitive premium possible but if you wish to discuss your policy or make any changes to the cover please call our renewals team on 0330 0600 600. Thanks, Vicky

Posted 6 years ago

“When my policy renewed it had more than doubled ( so I went somewhere else) when I asked why it had gone up they said it was in a flood risk area (it has always been here and I've been with them for the last 3 years)”

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Posted 6 years ago

Good afternoon, Thanks for taking the time to leave us a review. Our underwriters regularly assess their underwriting criteria, for example, if there has been a spike in flood claims in your area your premium may be affected. I am sorry to hear that your premium increased this year due to your area being classed as a flood risk. If you wish to discuss this further or have any further queries please call our customer services team on 0330 0600 632. Thanks, Vicky

Posted 6 years ago

“Efficient but very long process. From start to finish over half an hour, far to long to renew an insurance policy. Ten minutes before phone answered then over twenty minutes to repeat statements that you could have just put as a single question to me like has anything changed in your circumstances from last year etc.”

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Posted 6 years ago

Good morning, Thank you for taking the time to leave us a review. We take care to ensure all of our customers are insured on the correct basis. It is important to us that we review your cover with yourself each year so that should you need to claim, everything is listed on your policy correctly and no issues would arise. I appreciate this may seem lengthly however putting a small amount of time away to complete this is important. Thank you for choosing us to insurer your ho0me for a further year and should you require any additional assistance, please do not hesitate to contact us on 0330 0600 600. Thanks, Georgie

Posted 6 years ago

“Ok service”

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Posted 6 years ago

“We had to claim through policy expert last year and except for a few hiccups we were happy with the service”

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Posted 6 years ago

“basic essential home insurance which can be completed online despite an old history of tree root damage. very pleased with this”

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Posted 6 years ago

“very helpful when got through on phone however never replied to my email.....”

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Posted 6 years ago

Good morning, Thanks for taking the time to leave us a review. I am glad to hear that you were happy with your experience with us when you called. I have looked into things for you and can see that we attempted to call you as soon as we received your email. We tried to call you on the 25th, 28th, 29th and 30th of August, however, we were unable to get in touch. I can see that everything is now in order 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. Thanks, Hannah.

Posted 6 years ago

“Last year I was happy for Policy Expert to be my house insurance provider. This year they informed me that I was on auto renewal and my policy would be renewed without any action taken by me. I never did agree to auto renewal and the cost has gone up by 10% when we have very low inflation. Next year I will not be renewing with this company.”

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Posted 6 years ago

Good afternoon, 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. In addition to this, we notify customers of our intention to automatically renew their policy 30 days prior to their renewal date 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 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 6 years ago

“Who am I - A professional critic. Anyway I am fed up to the back teeth of being invited to review sites - not enough hours in the day!”

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Posted 6 years ago

Good morning, We ask all of our customers to leave us a review. This is totally optional and does not have to be done. If there is anything we can assist you with, please do not hesitate to get in touch on 0330 0600 632. Thanks, Hannah.

Posted 6 years ago

“My policy was automatically renewed without me being given enough time to compare prices. Money taken from account. Very frustrating and I have had to contact them to tell them not to do this next year.”

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Posted 6 years ago

Good evening, Thank you 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. Apologies if you feel this is not enough time to search for alternative insurance, however, sending a renewal reminder 30 days before the renewal date is standard within the insurance industry. I have looked into things for you and can see that things have now been resolved for you. However, if you wish to discuss this further, or if there is anything else we can assist you with, please do not hesitate o get in touch on 0330 0600 632. Thanks, Hannah.

Posted 6 years ago

“The first time of calling was enough almost to put me off Policy Expert when Ebenezer was unable to deal with a policy renewal and arranged for someone to call me back. The woman who phoned was determined not to understand that, far from my giving her my personal details, I needed to know she was phoning as an employee of Policy Expert. I gave up. I tried again and this time found the consultant to be helpful and I was able to renew the policy. However, I now find that no printed material will be sent and I am obliged to download and print the not-printer-friendly documents. This does not please me. I also instructed on the phone that I did not want any marketing literature but see that I have to send another message by email to ensure this.”

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Posted 6 years ago

Good morning, Thank you for leaving us a review. I am sorry to hear that you're unhappy with your recent experience with us. I have looked into things here and can see that when you originally called us, you got through to the wrong department, therefore, my colleague (Ebeneezer) confirmed he would transfer you to the correct team. At this stage, you confirmed you did not wish to hold and requested a call back. When my other colleague returned your call, unfortunately, you would not complete security with us and we therefore could not continue with the call. However, I note that you stated we would not confirm where we were calling from, this is something we would certainly look to do and I have therefore requested that this call is listened too. I'll be in touch once I have the outcome of this call review. Regarding your documentation, we do not post documentation to customers with an email address as all of your policy documentation is stored on your online account and you are able to view this at any time. This is due to us being an online based company and it’s also our way of doing our bit for the environment. Please note that if you requested not to be sent marketing information on the phone, then this request would have been actioned and there would be no need to re-request this by email. I'll be in touch regarding things shortly, however, if there anything else I can assist you with in the meantime, please do not hesitate to get in touch on 0330 0600 632. Thanks, Hannah.

Posted 6 years ago

Good morning, Thank you for leaving us a review. I am sorry to hear that you're unhappy with your recent experience with us. I have looked into things here and can see that when you originally called us, you got through to the wrong department, therefore, my colleague (Ebeneezer) confirmed he would transfer you to the correct team. At this stage, you confirmed you did not wish to hold and requested a call back. When my other colleague returned your call, unfortunately, you would not complete security with us and we therefore could not continue with the call. However, I note that you stated we would not confirm where we were calling from, this is something we would certainly look to do and I have therefore requested that this call is listened too. I'll be in touch once I have the outcome of this call review. Regarding your documentation, we do not post documentation to customers with an email address as all of your policy documentation is stored on your online account and you are able to view this at any time. This is due to us being an online based company and it’s also our way of doing our bit for the environment. Please also note that if you requested to be opted out of marketing with our agent over the phone, then they would have arranged this and there is therefore, no need to re-request this via email. I'll be in touch regarding things shortly, however, if there anything else I can assist you with in the meantime, please do not hesitate to get in touch on 0330 0600 632. Thanks, Hannah. EDIT: We have had the call in question listened to and can confirm that when our agent called you, she did confirm that she was calling from Policy Expert and unfortunately, as previously stated, you were unwilling to complete security with us, meaning that we could not proceed with the call. As confirmed, if you wish to discuss this further, or if there is anything else we can assist you with, please do not hesitate to give our customer service team a call on 0330 0600 632.

Posted 6 years ago

“Tried to make addition to policy but went through automatically. Took money a week before new policy starts. Not easy to stop auto renewal (no facility on website). Policy itself very good/comprehensive.”

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Posted 6 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 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. We also explained that we would 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. Therefore, if any changes are required, or if you wished to include anything extra, you'd need to contact us prior to the renewal date in order for us to give you an updated quotation. As your policy is in its renewal period, your account is currently with our renewals team. I have therefore forwarded your details through to them to notify them of your comments and request that they get in touch with you to discuss things. Someone will be in touch shortly, however, if there is anything else I can assist you with in the meantime, please do not hesitate to get in touch on 0330 0600 632. Thanks, Hannah.

Posted 6 years ago

Policy Expert is rated 4.7 based on 20,146 reviews