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

“Took payment for a home insurance renewal after I had contacted them and told them I would not be renewing with them.”

Posted 5 years ago

Good Afternoon Mr Heyward Thank you for your review. We automatically renew policies (and take payment) 3-5 days before the renewal date to ensure that the payment is successful. This is also to make sure that we do not leave our customers without cover unknowingly in case there are any issues with processing the payment. However, I do apologise for any inconvenience this has caused you. As you have mentioned that you had contacted us to cancel your policy, I would like to investigate things further and arrange for the policy to be cancelled for you. Unfortunately, I am unable to locate your account with the details you have provided on this review. Would it be possible for you to contact me directly? I am available via phone or you can email me at homereviews@policyexpert.co.uk and mark for my attention. Thanks, Nisha

Posted 5 years ago

“the worse company ever!!! get away from them if you do not want to see your money wasted.”

Helpful Report

Posted 5 years ago

“This is a review about Home Emergency Plus I had water coming through my ,living room ceiling and rang at 645 am to report this I had to ring again at 945 am 11 am and 1245 pm Long story short eventually a Drainage Engineer attended but said he couldn't do anything because I needed a plumber. I was told a plumber would come, no plumber came and I was eventually told that the leak was not covered. I had to phone my own plumber at a significant cost as you can imagine on a Saturday afternoon who found the leak and repaired it with in an hour so in summary my Emergency Plus cover took a total of 8 hrs to finally be told that you could not do anything complete waste of time and money and i will NOT be renewing this policy nor would I recommend it to anyone this out”

Helpful Report

Posted 5 years ago

Good Evening, Thank you for taking the time to leave us a review. I am sorry to hear that you are unhappy with the way your Home Emergency Care claim has been managed. I have spoken with our Home Emergency Care team and I understand your concerns have been escalated accordingly and are currently being reviewed. A member of our team will be back in touch with you shortly with an update on this. In the meantime, if there is anything further that you wish to discuss, please do not hesitate to contact me at homereviews@policyexpert.co.uk. Thanks, Jasmine

Posted 5 years ago

“policy expert have a refer a friend offer of £25, i was sent a link ref this which clearly states i qualify,but having taken the policy out i am told i dont qualify,so i have cancelled the policy ,not good this,robbie.”

Helpful Report

Posted 5 years ago

Good Morning, Thank you for taking the time to leave us a review. In order to be eligible for the refer a friend voucher, there are terms and conditions that need to be met, however I am sorry to hear that you have cancelled your policy as a result of not being eligible. I would like the opportunity to investigate things further for you so we can clarify the reason for this. Unfortunately, I am unable to locate your account with the details you have provided on this review. If you could 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 5 years ago

“Paid deposit then told direct debit not an option pay remainder in full”

Helpful Report

Posted 5 years ago

Good Afternoon, Thank you for taking the time to leave us a review. When you purchase a policy online or over the phone with us, before anything is set up, we make you aware that Policy Expert is registered as a Credit Broker with the Financial Conduct Authority, and we arrange monthly payments with the lender Premium Credit. As Premium Credit are a regulated company, they are responsible for conducting checks before fully setting up your agreement with them. There could be various reasons that they are unable to establish an agreement with you, but I appreciate that this must be inconvenient. I must just stress that Premium Credit do need to ensure that they are lending responsibly and adhering to regulatory requirements. If you would like for us to look into this in more detail, we would be happy to. Please just forward your details to me at homereviews@policyexpert.co.uk. Be sure to highlight your email for my attention! Thanks, Jasmine

Posted 5 years ago

“Cost over the promo”

Helpful Report

Posted 5 years ago

Good Afternoon, Thank you for taking the opportunity to review our service. I'm sorry to see that you have decided to rate us with 1-star. Here at Policy Expert, we are always striving to deliver a 5-star service, so I would really like an opportunity to look into any concerns that you may have. Could you please forward your additional feedback to me at homereviews@policyexpert.co.uk? I look forward to hearing from you! Thanks, Jasmine

Posted 5 years ago

“i'd read somewhere that buy once with main provide instead of buying cheap policy with cheap brokers and i find it real when i tried to made claim and claim was rejected based on false allegations.”

Helpful Report

Posted 5 years ago

Good Morning, Thank you for taking the time to raise your feedback with us. I am sorry to hear that you did not receive the claim outcome that you were hoping for. I can assure you that we will always review claims, and decide on a claim outcome, within the terms of the policy in place. However, I'm afraid as I have been unable to locate your account with the information you have provided, I cannot elaborate on your claim situation further. So we can further investigate the concerns you have raised, can you please forward me your details to ask@policyexpert.co.uk? Please be sure to highlight your email 'FAO Jasmine' so I can pick this up right away. Thanks in advance, Jasmine

Posted 5 years ago

“I know cowboy insurance comapnies are not new, but "if it's your gutter causing the leak, and the surveyor says that, we won't pay out, but we will log this as a claim to put your premium up." Never claimed under home insurance in 20 years. Every stereotype confirmed.”

Helpful Report

Posted 5 years ago

Good Evening Mr Lock Thank you for taking the time to leave us a review. We have spoken with Trinity claims who have reviewed the call you had with the agent this morning. In the conversation, you had advised that you did not want to make a claim for the internal damage the leak had caused and wanted to claim for the replacement of the guttering. You were provided with the cover levels under your policy and the agent had gone on to explain that you may not be covered for what you had described during the call, however, they were willing to send out a surveyor to determine the cause of the damage. You had confirmed that you did not want to proceed with the claim. There was no mention of your claim being declined in the call. Furthermore, we do have a duty of care to inform all our customers of any implications that may occur when making a claim which is why we would inform you that your premium will increase at renewal before you make a claim. If you wish to discuss things 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. Thanks, Nisha

Posted 5 years ago

“Terrible company stead clear I was insured for years buildings and contents and come to make a claim snd they decide they won’t pay a penny because get this .... I had too many valuables in the house. I can’t believe policy expert a trading name for QMetric group ltd can do this but apparently they can because of a loophole. Take I sit with this comps y at your own risk! I don’t know how they sleep at night AVOID AVOID AVOID”

Helpful Report

Posted 5 years ago

“Terrible company stead clear I was insured for years buildings and contents and come to make a claim snd they decide they won’t pay a penny because get this .... I had too many valuables in the house. I can’t believe policy expert a trading name for QMetric group ltd can do this but apparently they can because of a loophole. Take I sit with this comps y at your own risk! I don’t know how they sleep at night AVOID AVOID AVOID”

Helpful Report

Posted 5 years ago

“Specifically asked for no email contact and the first thing I get is an email asking for a review! So guess what .. have one star!”

Helpful Report

Posted 5 years ago

Good morning, Thank you for taking the time to leave your review. I can arrange for your documents and future correspondence to be posted to you but I am unable to arrange this because I cannot find your policy using the details you have left on this review. If you can please send your policy details to feedback@policyexpert.co.uk, I will be sure to pick this up and get back to you. Thanks, Mick.

Posted 5 years ago

“Why do we continue to play this game every year where you punish loyalty then drop your price when I pick up the phone. It’s opportunistic and doesn’t work in an informed world. Next year I won’t give you the opportunity, I’ll just change supplier.”

Helpful Report

Posted 5 years ago

Good Morning Thank you for taking the time to leave us this feedback. As our automatic renewal quotes are based on the information provided in your previous policy, we are only able to look into changes that may potentially lower your premium, and any discounts, when we speak with you over the phone. However, I am sorry for the inconvenience this has caused you. If you do wish to discuss things 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 5 years ago

“Not had any formal confirmation yet of my policy details by email. Are they being sent by post? This is the only confirmation I have that I have home insurance with you.”

Helpful Report

Posted 5 years ago

Good Afternoon Thank you for taking the time to leave us a review. If you have provided us with an email address, all of your policy documents will be immediately available on your online account via our website - https://www.policyexpert.co.uk/login/ However, if you're having any trouble logging in, or would prefer for your documents to be posted, 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 5 years ago

“The claims department is shambolic, unhelpful and in dire need of some leadership and supervision. seem unable to even put an email together.”

Helpful Report

Posted 5 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 your claims experience. I would really like the opportunity to look in to this further for you, however, I am unable to locate your account with the details you have left in this review. If you could 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. I look forward to hearing back from you. Thanks, Nisha

Posted 5 years ago

“Bought the policy & only when I checked everything was covered was I informed they would Not insure me unless I get a valuation of a picture. Even though in the 16 years we had been in possession of it we had NEVER been asked for a valuation. The valuation would cost 3 times more than the savings they originally offered. Then they repeatedly made things up to try to cancel the policy. Disgraceful & completely unprofessional”

Helpful Report

Posted 5 years ago

Good Afternoon Thank you for taking the time out to leave us a review. When a valuable is specified on your policy, there are endorsements that may be applied to your policy Terms and Conditions. One of the endorsements do state that you will need to have the item valuated to ensure that you have the appropriate amount of cover under your policy. However, I am sorry for the inconvenience this has caused you. I would like to discuss this matter further with you, however I'm unable to locate your account with the details left on this review. If you could please contact me directly. I am available via phone or you can email at ask@policyexpert.co.uk and mark it for my attention. Thanks, Nisha

Posted 5 years ago

“Didn't really seem to listen to our requirements. Despite having been insured with them before without claims for over 10 years, they did not want to re-insure us as we have over an acre of land around the house (small-holding). We were looking for buildings and contents cover, not cover for the land and animals. Other companies don't make such a fuss.”

Helpful Report

Posted 5 years ago

Good Afternoon, Thank you for taking the time to leave us this feedback. Please note that every insurer has an 'underwriting criteria' which determines whether or not we are able to offer a suitable policy for a property. Policy Expert is unable to adequately cover properties with any additional acres of land which exceed a standard home garden. I appreciate that this may not be the outcome that you were expecting, but our primary concern is to make sure that you and your home are correctly covered. I hope this resolves your concerns, but if you would like to discuss this matter in any further detail, please do not hesitate to contact me at ask@policyexpert.co.uk. I'll be happy to help. Thanks, Jasmine

Posted 5 years ago

“Absolute shocking service policy cancelled after 3 days - after receiving emails and phone calls regarding policy when set up on line to avoid all this would never use this campany again yet a manage was never available to take your complaint”

Helpful Report

Posted 5 years ago

Hi there, thank you for taking the time to leave your review and I am sorry to hear you are unhappy with our service. I would really like the opportunity to investigate this for you but unfortunately, I am unable to locate your account with the details you have left on this review. Could you please email me your policy details to feedback@policyexpert.co.uk. Thanks, Mick.

Posted 5 years ago

“Where to start? We are now on to our 3rd claims handler with no resolution in sight, apparently ours is a 'complex case.' I have made 3 complaints so far, but will have to take it to the Ombudsman for their adjudication as we are now five months in. I guess I will get the generic reply on here that all 1 star reviews get. I initially complained to Policy Expert but I was told to put it to TrinityM as they are handling my claim. Even though they're all part of the same firm! Advice if you're making a claim : Don't hold your breath that you'll get any help. Hire an insurance assessor as otherwise you'll not get anywhere. Best advice I can give is not to take out a policy at all!”

Helpful Report

Posted 5 years ago

Good Afternoon, Thank you for taking the time to raise these concerns with us. I am sorry to learn that you are unhappy with the way your claim has been managed. Please note that it is never our intention to leave generic replies on one-star reviews - we genuinely want to look into all concerns our customers have. I have done my utmost to try and locate your account and investigate matters further, but I'm afraid I have been unable to do so with the information you have left in your review. Therefore, could you please forward your details to me at ask@policyexpet.co.uk? Be sure to put 'FAO Jasmine' in the subject line, so I can pick this up right away. Thanks in advance, Jasmine

Posted 5 years ago

“Do not be fooled by these good reviews, if you have a claim a company called trinity claims will deal with it, if you google you will see the reviews on the claims process, it's a absolute sham!!!!!!!!!!!!!”

Helpful Report

Posted 5 years ago

Good Afternoon, Thank you for taking the time to leave us your feedback. I'm sorry to hear that you are unhappy with the service provided by our claims team. I would like the opportunity to investigate your concerns, but I'm afraid I have been unable to, with the information left in your review. If you would like to discuss this further, please do not hesitate to email me directly 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 5 years ago

“Very poor service,after receiving my renewal quote for home insurance I called to ask if price could be bettered as Id found better deal online. Thought all was well when I was given a better price more or less matching what I had found online. All agreed on price and payment taken over the telephone for the new lower quote. Two days later when payment was taken,price reverted to original quoted price. Then had to call again but was told there was no record of lower price quoted on their system. After a lengthy discussion,finally had to cancel policy and do a new quote which price wise was ok but not even a goodwill gesture to apologise for their incompetence.”

Helpful Report

Posted 5 years ago

Good Afternoon Mrs Emerson Thank you for getting in touch. I sincerely apologise for the inconvenience you had experienced when renewing your policy. I had tried calling you today to discuss your concerns further but unfortunately, I was unable to get through to you on the phone number we have on your account. I would like the chance to explain the situation so we can get this matter resolved. I have sent you a separate email requesting your contact details, if you could please respond to the email, I will pick this up right away. I look forward to hearing back from you. Thanks, Nisha

Posted 5 years ago

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Next Day
On-time Delivery	98%
Accurate And Undamaged Orders	100%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5
Returns & Refunds
Returns Process	Easy

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