Policy Expert Reviews

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

4.7 Rating 20,133 Reviews

96 %

of reviewers recommend Policy Expert

Company Reviews

Metrics

Info

4.7

Based on 20,133 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 FILLED IN A QUESTIONAIRRE FOR A CHANCE TO WIN £250 VOUCHERS ( NOT EXPECTING TO WIN ) ONLY TO FIND OUT THAT I'VE GOT TO THEN FILL ANOTHER ONE IN TO ENTER THE COMPETITION. NOT GOOD!!”

Helpful Report

Posted 7 years ago

Good morning, Thank you for your review. When we offer you the chance to win £250 worth of vouchers for taking our survey, we only have one survey for you to take. I am therefore unsure what you are referring to when you say you had to fill in two. I apologise if there has been any confusion, but would like to reassure you that if you have filled out the questionnaire, and then emailed us your details as it requests, you will be entered to the competition and in with a chance of winning. If you wish to discuss this further, please call us on 0330 0600 632 or email us at ask@policyexpert.co.uk. Thanks, Hannah.

Posted 7 years ago

“Would never buy from them again. Bought legal assistance, then when I needed it was told "You do qualify" but guess what - we decline to help on this occasion!”

Helpful Report

Posted 7 years ago

Good morning, Thank you for your review. I am sorry to hear this, I have sent you over a direct email to request further details so we can look into this for you. Thanks, Vicky

Posted 7 years ago

“1st, Great price for Home & Buildings Insurnace. Hasle free when buying a policy. 2nd, Absolutely the most shocking customer service I have ever dealt with. When claiming for a burst water pipe,they use a 3rd party company to deal with claims,there cost for phone calls is horrendous,when ringing they answer automatic then leave you on hold for 15 minutes,then pass you around like a ping pong ball before being dealt with by the correct department. When allocated a claims handler they don't even give you the ext number so you can call back more efficiently. Trying to deal with a issue with my home has been so stressful,I have had to pay for the repairs myself as I'm still awaiting a phone call from there claims department. I strongly suggest buying Insurance from a major long lasting company. This company should not be allowed to trade in my strong opinion. I will be taking this company to small claims court for my money back for my repairs. Still awaiting the claims handler to contact me after 3 weeks. STAY AWAY FROM THIS COMPANY. Rude,incompetent,cow boy's!!! PAY THE EXTRA FOR GOOD SERVICE.”

Helpful Report

Posted 7 years ago

“Please do not purchase home insurance from this company they are unprofessional, intimidating, unreasonable and fradulent. Having taken out cover with this company something I have come to majorly regret, I have since suffered with a house falling apart, a stay in hospital due to stress and an interview like a criminal all down to a leak in my home which unfortunately I obviously couldn't control (hence why you taken precautionary measures and put home insurance in place for). This company have tried everything in their power to reject my claim, for no apparent reason and they have left me living in unsafe living conditions and a high level of asbestos... This is an ongoing thing of nearly 4 months, I wish I had read the reviews before committing myself to this disgusting company!”

Helpful Report

Posted 7 years ago

Good evening, Thank you for your review and for bringing this to our attention. I would like to apologise for this. I am keen to look into what's gone on here. Please email ask@policyexpert.co.uk with your details and raise this FAO Hannah Gregory in order for me to look into this. Thanks, Hannah.

Posted 7 years ago

“Did not need to make a claim, so unable to comment on that part of the service. Did call them to cancel auto renewal and received a hard sell to renew my policy. The person who took the call was only interested in getting me to renew my policy, in the end he just put the phone down on me. Not good customer service, will not be using them again.”

Helpful Report

Posted 8 years ago

Good afternoon, Thank you for leaving us a review. I am sorry to hear that you received unsatisfactory service when trying to cancel your renewal. This is not the kind of behaviour we condone and I am keen to look into this for you. Please either email ask@policyexpert.co.uk (raising your email FAO Hannah Gregory) or call our customer service team on 0330 0600 632 (and ask for me directly). Once you have provided me with your policy/account information, we will investigate this further. Regards - Hannah.

Posted 8 years ago

“Trying for 3 days to raise a claim.COnstantly in queue and none returned calls as per previous reviews. Very poor service. In actuality NO service.”

Helpful Report

Posted 8 years ago

“I recently asked about a claim on a few occasions... they sent me emails to ring a number which i did, then told the person dealing with it would call me back, THEY NEVER CALLED... very , very poor service , will NEVER deal with them again.”

Helpful Report

Posted 8 years ago

Good morning, Thank you for taking the time to leave us a review and for bringing this to our attention. I apologise for the fact that our claims department did not call you back when promised. I am keen to look into this and confirm with you if things are now sorted. Please email your details to ask@policyexpert.co.uk and I will pick this up. Alternatively, you can call our customer service team on 0330 0600 633 if you'd prefer. Regards - Hannah.

Posted 8 years ago

“Also trying to make a claim. Also first one ever. Service is truly appalling (deliberately?) I can't even get a Claim Number allocated after 2.5 weeks of hassle. After sending lots of requested photos of the damage, no one wants to take responsibility. Promised return calls don't happen. Emails unacknowledged & unanswered. Request to speak to a manager? "they're all in a meeting". The "product" these people sell appears to be worthless. Next stop "Which?" then Ombudsman.”

Helpful Report

Posted 8 years ago

Good afternoon, Thank you for leaving a review and for bringing this to our attention. I sincerely apologise for the way your claim has been handled. This is not the kind of service we aim to offer. I am keen to look into this further for you, however, I am currently unable to locate a policy for you with the details provided. Please either send an email to ask@policyexpert.co.uk or call our customer service team on 0330 0600 632 and confirm your details in order for us to investigate this matter further. Regards - Hannah.

Posted 8 years ago

“I had to make a claim with Policy expert in January 2015. It took over nine months to settle and only then because I put a formal complaint into the financial ombudsman (we got compensated for the way our case had been handled). The claims handler from policy expert was the rudest most ignorant person I have ever dealt with and called me a liar....after my complaints he was taken off the case.... They are great and cheap when you take out a policy but be careful.....if you have to claim read all the negative reviews.....it ain't worth it to save a few pounds if you get a company that will try anything to avoid having to pay out..”

Helpful Report

Posted 8 years ago

“trying to make a claim, first one ever, no-one from trinity ever gets back!”

Helpful Report

Posted 8 years ago

Good morning, Thank you for your review. I am sorry if there has been any delay here, I have spoken with your claims handlers this morning who have confirmed they will be contacting you today to discuss your claim further. If there is anything else I can do for you please let me know. Thanks, Vicky

Posted 8 years ago

“Absolutely Shocking Service – If you want your property to be insured then don’t go with Policy Expert. Setting up the policy is all very smooth but once they have your money - forget it. We had a burst pipe where the pipe comes into the house and the water was flooding into the cavity wall at the front of the house and exiting from at the back of the house causing a large puddle behind the house. This wasn’t a small leak; the pipe had ruptured. I called the Home Emergency number and found that this wasn’t Policy Expert but a sub-contractor called LIM who very quickly told me I wasn’t covered as no damage was being caused on the inside of the house. They told me to call the home and contents number, which I did and was passed to another sub-contractor called Trinity. They promptly told me to phone the home emergency again, which I did, and the home emergency promptly told me to phone home and contents again. Here we have two sub-contractors batting work off each other with the customer in the middle. After some more ping pong between these sub-contractors Trinity said they would send someone to assess and 4 days later a sub-sub-contractor turned up. They had a 2-minute inspection, told me that they would write their report and send it in. He then told me if the claim was unsuccessful then he could come back and fix it for cash and left me his number. A week passed and I heard nothing, so I phoned again and Trinity told me that they hadn’t received the report yet! A few hours later I called again and the report had miraculously appeared and they told me that I wasn’t covered for the leak because I had a new boiler fitted a month previously. The new boiler was fitted in the back of the house but the pipe had ruptured at the front of the house?? Apparently the sub-sub-contractors report (who offered to do the job for cash if the claim was rejected) blamed the new boiler at the back of the house for a ruptured pipe at the front. WHAT A JOKE Policy Expert! The moral of the story is, if you have a new appliance fitted then you won’t be covered by this policy. They will find any and every excuse not to pay, you may be ping ponged between sub-contractors who really don’t want to take the work on themselves and you will end up paying to have the work done yourself. On top of this, the number you have to call is ‘Special Service’ so you will pay a premium while you are on hold with them.”

Helpful Report

Posted 8 years ago

“this company is appalling they told me i had to pay an automatic £650.00 excess when any water leakage is involved, i had a leak from the hot water pipe under the bath, and they didn't want to know, i was also told that they do not cover any plumbing costs only water damage to carpets or tiles, when i complained this was not mentioned on taking out the policy or any policy documents, i was informed that they are only a small risk insurance company, no mention of this on any paperwork either. i paid for the repair myself which cost £150.00 but because i made a call to the claims department, even though i closed the claim down with out making any claim to this or any other company it is known as a call of interest and wiped out all my no claims protection, so please think very closely and check policy expert out yourself , as my insurance policy isn't worth the paper it is written on,”

Helpful Report

Posted 8 years ago

“I bought house insurance, buildings and contents, with Policy Expert. When I read the details I found they can only be contacted during what is effectively office hours. Their claim line tells you to phone back during their opening hours. I cancelled my policy immediately. What on earth are you supposed to do if (for eg) you have a fire or flood in your home on a Saturday afternoon? Their is no-one available to assist till Monday morning!!! The only good thing about this company is that did as I asked and refunded me the annual amount I'd just paid.”

Helpful Report

Posted 8 years ago

“Monies were taken out of my bank account some 4 days prior to renewal without my permission. I'd already found a cheaper alternative with improved benefits and lower excesses so emailed PolicyExpert in advance of renewal requesting that my bank account be re-credited. Seven days later and three days past renewal date and I'm still to have the decency of a response despite further chasers by email and telephone with copious time spent in a queue. I'm loathe to take out insurance with another carrier lest I never get a response or monies returned. Put simply, this is theft. Terrible company that appear to transact business on an automated basis with no service ethic.”

Helpful Report

Posted 8 years ago

“Tried to claim on the home emergency cover for a blocked sewer pipe,the home emergency company had no record of my policy,even though I gave the number,they said I can pay them up front and someone will call and fix it,if they can confirm my policy they will refund it,told them not to bother,I got some drain rods and did it myself.I canceled the policy next day and went with another company.policy expert is a cowboy outfit.”

Helpful Report

Posted 8 years ago

“Have had home insurance with policy expert for a number of years. A week ago we had terrible weather and our front room flooded. First problem was that I was unable to contact someone until Monday the flood happened on Saturday. I was asked if our home had ever flooded before. I told them that it had 9 years ago, we have owned it for 5. I explained that an elderly neighbour told me when I was in the garden trying to pump out the flood water. She then told me that because of this it has to go to their underwriters and they probably won't pay out. I told her that when we bought the house it didn't come up in the searches and the person who sold us it didn't disclose this information. Our home situation is very difficult as my husband has a terminal illness motor neurones disease and has respiratory failure and is reliant on a ventilator so living in a damp house is not good as well as the fact that he is completely paralysed so we have a lot of equipment so having a house with furniture stacked and a carpet that I had to cut in half and all the mess is not good. I explained our circumstances to them and they were not at all interested. I have made many phone calls and most of the people I have spoken to were rude unpleasant and obstructive. I asked to speak to a manager only to be told that they were all in meetings all day! At this stage we don't know if they are going to pay out and we have now been waiting 5 working days when we were promised a decision in 2 to 3 working days. I think the treatment we are receiving is disgusting and I intend to tell as many people as I can how terrible this company is. Cheapest is not always best!”

Helpful Report

Posted 8 years ago

“Very unhappy indeed with Policy Expert. Never claimed in my life, been with Policy Expert 2 years. Wettest and windiest winter in decades, I had some water ingress, possibly from the chimney. I rang up and they told me Sorry, we can't do a thing, we won't do a thing ! I said, Excuse me ??? No Sir, sounds like your house needs maintenance, not our problem....... They even said, Oh, you haven't had high winds in your area over 35mph for 12 months .That was utter tosh given the winter and storms all across the country. Then they said, If you can get a builder in ( at my own expense ) and he will state you've had winds over 58 mph, we may review our decision . No they won't because they will once again quote their lie, that we've not had winds over 35 mph, and I live up in the hills. We've had several gales this year 60/70mph. Don't waste your money with this company. They absolutely don't want to know. Kevin Savage Avvrington, Lancs.”

Helpful Report

Posted 9 years ago

“Very unhelpful Spent nearly 2 hours on hold Not happy one bit.”

Helpful Report

(Home Insurance) - Posted 9 years ago

“They've messed up someone's email address and sent all his personal details to me instead. (No connection other than similar surname.) They were told weeks ago about their foul-up and they haven't corrected it, I'm still getting all the follow-up insurance details intended for him. If you want your full personal data and insurance details sent to other unrelated people at random, I recommend you take out home insurance through Policy Expert.”

Helpful Report

Posted 9 years ago

“How I can give you opinion about your service just bifore not done anything for me yet. I'll give options and feedback in the end of end polisy. OK”

Helpful Report

(Home Insurance) - Posted 9 years ago

Policy Expert is rated 4.7 based on 20,133 reviews