Policy Expert Reviews

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

4.7 Rating 20,408 Reviews

96 %

of reviewers recommend Policy Expert

Company Reviews

Questions

Metrics

4.7

Based on 20,408 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	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5
Returns & Refunds
Returns Process	Easy

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

“My premium increased by some 13% for no apparent reason. I called in and was offered a £6 reduction and "free" emergency cover. I reluctantly accepted this deal. When I used comparison sites the best offers were exactly the same as my original quote! Very suspicious!!”

Helpful Report

Posted 6 years ago

Good afternoon, Thank you for your feedback. I am sorry to hear your renewal premium increased, this can be down to a number of things such as a change in underwriting criteria, a change in risk factor and general inflation. We will always do our best to give you the best possible deal for your renewal and I can see our renewals agent did manage to offer you a competitive quote. We offer a number of insurance policies through different channels and a policy purchased via a comparison site would have different cover levels to those purchased directly through us. This of course will have an effect on the premium. If you would like to discuss this further or have any other questions please do not hesitate to contact our customer service team. Thanks, Georgie

Posted 6 years ago

“Having contacted Policy Expert to discuss my renewal I was told that I would receive a call back for further information. 3 days later no phone call but had to renew before the policy expired. Previously no issues with PE up to this point”

Helpful Report

Posted 6 years ago

Good Morning, Thanks for leaving us your feedback. I am sorry to hear that you did not receive a call back when promised. This is not the way we look to do things here at Policy Expert, and I have referred this to our management team to be picked up with the agent in question. In the meantime I have arranged for somebody from the relevant team to contact you as soon as possible to discuss your policy further. If you have any further queries, or comments you wish for me to address in the meantime, please do not hesitate to forward them across to me at ask@policyexpert.co.uk. Thanks, Jasmine

Posted 6 years ago

“Shame this years policy went up”

Helpful Report

Posted 6 years ago

“My Policy doesn't renew until 15th May, so not sure why I'm being told the policy has been renewed. I am not happy at having Legal Cover removed and other from last year's Policy. I am looking at other cover. I have no complaints about staff service or quality of documentation.”

Helpful Report

Posted 6 years ago

Good Afternoon, Thank you for leaving us a review. Firstly I am pleased to hear that you have been happy with the service provided by our agents, and the documentation you have received during your past year with us. We automatically renew policies and take payment roughly 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, however, I apologise if this was unexpected or caused you any inconvenience. If you wish to re-review or amend the cover provided by your renewed policy, please contact our renewals team on 0330 0600 648 - they'll gladly assist you further with this. Thanks, Jasmine

Posted 6 years ago

“i phoned up to advise your company that i had a new issue debit card,but to do this i had to listen to a load of garbage which really wound me up and telephone charges,i tried to log on to your system but found it would not work for me,ie it would not accept my password”

Helpful Report

Posted 6 years ago

Good morning Alan, Thank you for taking the time to leave us a review. As a financially regulated company, we are obligated to provide you with specific information before your call. We do our best to give you these details in a timely manner whilst also ensuring you are given the required information. However, I do apologise if this left you dissatisfied with our service. I can see that you have since spoken to one of our agents, I am glad to see your queries have since been answered. If there is anything I can help with please do not hesitate to reach out via 0330 0600 632 or by emailing ask@policyexpert.co.uk. Thanks, Georgie

Posted 6 years ago

“Good renewal price, didn't have to phone up and renegotiate”

Helpful Report

Posted 6 years ago

Good Morning, Thank you for taking the time to leave us a review. I'm pleased to hear that you were happy with your renewal price and that you feel that you've got a good deal. However, we are always looking to improve on our service. Therefore, if you do have any further feedback about your experience, or if you have any questions about your cover, please do not hesitate to contact our customer services team on 0330 0600 632 - they'll be more than happy to help. Thanks again, Jasmine

Posted 6 years ago

“The sales team are very persistent on selling insurance but it is a GREAT shame the claims team are not as dedicated. I have spent over 4hrs 30 mins trying to make contact with them plus several emails but have had no reply. Now looking at the 14 day cool off period to cancel my policy”

Helpful Report

Posted 6 years ago

“There is no need for Policy Expert to keep ringing the phone and not leaving a message! The phone rang over 11 times without a message plus once with. This is irritating also sending emails. It is more courteous to type a message with a little bit more respect not just 'Morning' and then 'this is urgent' when it isn't really. Not sure what the company gains by the aforesaid as I did think about going elsewhere. When I spoke with a representative he was fine, although it was rushed towards the end. May look elsewhere next year if the same happens again. 'Stop pressuring me' with phone ringing and not leaving messages! Makes people uneasy!!! I thought this was made illegal. Imagine all the people ringing the company back and no-one there at the other end. Re-think your strategy, be more respectful and you may get more business.”

Helpful Report

Posted 6 years ago

“Ok- wasn’t happy that money was taken out within 24 hrs when rental was another 3 weeks away - just for updating card payment details”

Helpful Report

Posted 6 years ago

Good Afternoon, Thank you taking the time to leave us your feedback. I'm sorry to hear you've not been entirely happy with our processes. In order for us to confirm any amendments to your renewal, we will need to manually renew the policy and process the payment, otherwise the policy will renew automatically with the out of date details. I apologise if this was not what you were expecting, and if this has caused you any inconvenience. I'm pleased to learn you have set up a renewal that you are happy with, however if you have any questions about your policy, or any further comments you wish for us to address, please do not hesitate to contact our office on 0330 0600 600. Thanks, Jasmine

Posted 6 years ago

“Cover and pricing is great, customer service fantastic too very helpful and the information provided was very clear - However I took a policy out last year and paid in instalments and I did not like the 'lender' premium credit as they sent numerous emails and I found out that from my credit score that they were shown as having searched my credit file and were listed on my file as though I had a loan with a balance of £12.00 - After checking again today it appears it is to be removed. I have never been contacted by a separate 'loan' company on any other types of insurance policies so found this unnerving and unusual - I have paid this years premium in full to avoid a re-occurrence of this issue.”

Helpful Report

Posted 6 years ago

“Some of the information I was given was incorrect. I wasn't given my authorisation code after paying by card although I asked for it. I was told that this was never given. However when I contact you again today I was give this code. The advisor was friendly but I wasn't confident about what I was told and got more information today on speaking to Zack. I think Neema, the advisor requires more training”

Helpful Report

Posted 6 years ago

Good Afternoon, Thank you for taking the time to send us your feedback. I am sorry to hear you received mixed messages from our agents, and that this consequently affected your confidence in us. Although I am pleased to learn Zach has now resolved things for you, this is not the way we look to do things here at Policy Expert. I have therefore arranged for your calls to be reviewed and any necessary feedback to be given to the agents in question. However, if you require any further clarification, or if there is anything else I can assist you with in the meantime, please do not hesitate to contact me via email, telephone, live chat or social media. Thanks, Jasmine

Posted 6 years ago

“I do not understand why my contributions keep going up each year while I've never made a claim and my wages have stagnated for the last 10 years”

Helpful Report

Posted 6 years ago

Good Afternoon, Thank you for taking the time to leave us your feedback. 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. If you wish to review your renewal. or discuss things in more detail, our renewals team will be happy to help. You an contact them directly on 0330 0600 648. Alternatively, please do not hesitate to send me an email at ask@policyexpert.co.uk, and I can arrange for somebody to give you a call back. Thanks, Jasmine

Posted 6 years ago

“The initial renewal quote was very competitive, however on purchasing this product I was informed I was eligible for a special deal on keys and locks which attracted an additional premium which would have been 50% of the initial quotation. I was quite annoyed this upselling wasn’t explained before I purchased. What started as a competitive product ended with me wondering just what cover I would get should I make a claim.”

Helpful Report

Posted 6 years ago

Good Morning, Thank you for taking the time to leave us a review. We offer a number of different additional policies that you can opt to include to run alongside your home insurance. Our agents will look to discuss these with you when you take out home insurance over the phone, so you can review whether this additional cover is required. However, I apologise if this caused you any unnecessary confusion or inconvenience. If you are still uncertain about the cover provided by your policy, or wish to discuss things in more detail, please do not hesitate to contact our customer services team on 0330 0600 632 - they'll be more than happy to help. Thanks, Jasmine

Posted 6 years ago

“very reasonable and offers more cover than any other policy for the same price, would definitely recommend to a friend”

Helpful Report

Posted 6 years ago

“Not always ease to get through on the phone,but your staff would ring back and were understanding and helpful”

Helpful Report

Posted 6 years ago

Good afternoon, Thanks for taking the time to leave your feedback. I am sorry to hear you had trouble getting through to us. During peak times it may take a few minutes to get through but we offer a callback service so our customers do not have to wait on the line. I am glad to hear you were happy with this service. If there is anything else you need please feel free to get in touch I will be more than happy to help. Thanks, Vicky

Posted 6 years ago

“No correspondence by post so by the time i checked my emails it was too late to browse for other prices. My renewal has gone up but not by too much so have signed agreement”

Helpful Report

Posted 6 years ago

Good Morning, Thank you for taking the time to leave us a review. We send our renewal invite roughly 30 days before your policy expiry date to allow you plenty of time to review your cover, and shop around should you wish. As we hold an email address for you on your account, we would consider you an online customer, and would therefore notify you of your renewal by email. This is due to us being an online based company and it’s also our way of doing our bit for the environment. However, if you do require your documents by post we can arrange this at your request. Whilst a premium increase can sometimes be unavoidable and down to many different reasons, I am pleased to learn your are happy with your renewal overall. If you have any questions, or wish to discuss your cover in further detail, please do not hesitate to contact our customer services team on 0330 0600 632. Thanks, Jasmine

Posted 6 years ago

“I had difficulty in understanding the operator's regional accent.”

Helpful Report

Posted 6 years ago

Good afternoon, Thank you for taking the time to leave us a review. We have looked into your feedback and have managed to locate the recording of your call and whilst I do not feel as if our operator's accent is strong/difficult to understand, I appreciate that different phone lines can cause difficulty in the clarity of your call. It is important that you are aware of all of your policy information and cover details so if you do not feel that you have a good understanding, please let me know and we will be happy to call you to go through this again. If there is anything else you would like us to help with please reach out to our customer service team on 0330 0600 632 or email us ask@policyexpert.co.uk. Thanks, Georgie

Posted 6 years ago

“It's a little difficult to write a review as we have only just joined, but so far the price we have paid appears to be very competitive.”

Helpful Report

Posted 6 years ago

“My renewal quote wasn't what I expected. As with all insurance it came through higher even though I'd made no claims. Phoned and the quote was reduced. Would rather be rewarded for customer loyalty than have to phone and say I'm moving. But, satisfied with the new proposal and agreed to continue cover for the time being.”

Helpful Report

Posted 6 years ago

Good morning, Thank you for renewing your cover with us for another year and taking the time to give us your feedback. I am sorry that the initial renewal quote came through higher than expected. We offer your renewal premium based on the information provided to us the previous year, until we speak with you to discuss any potential changes we are unable to offer a premium to reflect them. I am glad to hear you were satisfied with the renewal premium that was offered to you. If there is anything else you need at all please don't hesitate to contact our customer services team who will be happy to help. Thanks again, Vicky

Posted 6 years ago

“Quick and easy to renew, price increase acceptable only up about £12.00 on last year approximately 8%, anymore and I would have considered trawling the market for better deals.”

Helpful Report

Posted 6 years ago

Policy Expert is rated 4.7 based on 20,408 reviews