Policy Expert Reviews

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

4.7 Rating 20,130 Reviews

96 %

of reviewers recommend Policy Expert

Company Reviews

Metrics

Info

4.7

Based on 20,130 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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Not happy that the renewal is more expensive but then an email with a cheaper quote had been sent!”

Helpful Report

Posted 7 years ago

Good morning, Thanks for getting in touch. I can see our renewals team have been trying to get in touch this weekend to discuss your query further. I have requested a callback for you as soon as possible but if you would prefer to call them directly at a time that suits you please contact 0330 0600 648. Thanks, Vicky

Posted 7 years ago

“It will not deal with adjustments in writing. It has to be done over the phone and answer security questions. They do not appreciate the Data Protection Act 1998 is for the customers' security too. Yet you can make them online. What is the difference?”

Helpful Report

Posted 7 years ago

“you should never assume that people are just going to carry on with their policy, and always check, especially when you have their contact number”

Helpful Report

Posted 7 years ago

Good morning, Thank you for leaving us a review, I am sorry to hear that you're unhappy with the way your policy has been renewed. 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. I can also see that you have spoken to us and that everything has now been resolved for you. If you have any further questions, or if there is anything else I can assist you with, please do not hesitate to get in touch. Thanks, Hannah.

Posted 7 years ago

“I asked for printed documents to be sent twice, but still haven't received them. I want to compare with my old insurer before the cooling off period expires. Looks like I will have to cancel my insurance as I don't know any details of my cover”

Helpful Report

Posted 7 years ago

Good morning, Thank you for taking the time to leave us a review, As we are an online and paperless company, all of your policy documents are available to view in your online account at any point to assess your cover levels. I can see on your account that we have agreed to send out a hard copy of your documents due to your circumstances and these were requested and sent on 08/03/18. We do request you allow 3-5 working days for these to arrive so these should be with you this week. I have sent you confirmation of this to your registered email address and if there is anything else we can help with then do not hesitate to get back in touch. Thanks, Georgie

Posted 7 years ago

“We have an outstanding claim with them. Their initial response to this was impressive, however its been ongoing for almost 7 months now, and has become a very frustrating experience. They rarely call back within a reasonable time, and seem to take forever to review information and act on it. I've renewed with them simply because of the outstanding claim, otherwise I'd have spent the extra and gone somewhere else.”

Helpful Report

Posted 7 years ago

Good morning, thank you for leaving us a review. I'd like to apologise for the fact that you've experienced a lack of communication from the claims team. We have been extremely busy to the recent weather and therefore, callbacks etc are taking a little longer than usual. I have forwarded your details over to the claims department and requested that someone contacts you urgently regarding this. Someone will be in touch shortly, if there is anything else we can assist you with in the meantime, please do not hesitate to get in touch on 0330 0600 632. Thanks, Hannah

Posted 7 years ago

“Quite confusing customer service; I rang to extend my cover to include homeworking and a new policy has been set up, however the advisor has removed the Emergency Cover without my consent. Obviously I had to pay upfront but I am not satisfied that part of my policy was accidentally cancelled. If it was not a mistake, the advisor did not make it clear that he removes my Emergency Cover.”

Helpful Report

Posted 7 years ago

Good morning, thanks for leaving us a review. I have looked into things for you and can see that you have spoken to us since leaving this review and that things have now been resolved for you. I'd like to apologise for any previous inconvenience caused but would like to reassure you that everything has now been sorted. 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. Thanks, Hannah.

Posted 7 years ago

“The phone lines shut at 8pm yet I was still on hold at 10mins past after closing when I called at 7.40pm. The phone calls either need to answered or an automated voicemail needs to be put on the line at 8pm.”

Helpful Report

Posted 7 years ago

Good afternoon, Thanks for getting in touch, I am sorry to hear you could not get through to our customer service team, if our phone lines get particularly busy there is usually an option to leave your number to automatically arrange a call back. I would like to apologise if this was not the case, we will look into this further. I have sent you over an email to the registered email address on your account for further information. As soon as we have heard back from you we can assist you further. Thanks, Georgie

Posted 7 years ago

“2 days after buying the insurance I was forced to agree and sign page after page after page of T & C’s. I was not told any of this during the purchase or the insurance, so it was therefore to late to decide if I actually agreed to the terms, as I don’t have the free cash to decline and have already committed to buying the insurance. its just Bad, not a reputable company with underhand tactics like this...”

Helpful Report

Posted 7 years ago

Good morning, Thanks for taking the time to leave us a review. Whilst it is important you read through your policy documents, the only thing you would be required to sign is the direct debit agreement. When purchasing your policy online you are automatically emailed this information to ensure you are happy with your monthly instalments. If you have any further queries about your policy please don't hesitate to get in touch and speak with our customer services team on 0330 0600 632. Thanks, Vicky

Posted 7 years ago

“Wrong information and advice by first advisor better from the second advisor it should not be my responsibility to chase up my needs your lucky I remain a customer-I don't agree with buying 12 months cover and cancelling existing why can't a policy be amended?????”

Helpful Report

Posted 7 years ago

Good morning, thanks for leaving us a review about your recent experience. I am sorry to hear that you received some potentially incorrect information from one of our members of staff. I am keen to look into this for you and have therefore sent you an email regarding things. Also, just to confirm, we are unfortunately, unable to amend a policy mid-term and we would therefore have to cancel the current policy and set up a new one to ensure that everything is on the correct basis. If you would like to discuss this further, or if there is anything else I can assist you with then please respond directly to my email. Thanks, Hannah

Posted 7 years ago

“Price quoted didnt match the final price.”

Helpful Report

Posted 7 years ago

Good morning, Thanks for taking the time to leave us a review. There are certain risk factors that can affect your premium. If any of the details listed within your quote change it can change the price of the policy. Please feel free to contact our customer services team on 0330 0600 632 or send us an email (ask@policyexpert.co.uk) if you wish to discuss this further or have any queries at all, we will be more than happy to help. Thanks, Vicky

Posted 7 years ago

“I wanted to buy two policies one for daughter and one for me ...I tried to claim the referral fee but .....there were restrictions which are not stated on your information ..my daughter's insurance went through but I cancelled mine just hope their service is better”

Helpful Report

Posted 7 years ago

Good afternoon, Thanks for taking the time to leave us a review. There are terms and conditions that apply to our 'Refer a friend offer' which can be found on our website but I am keen to look into this further for you. I have sent an email to the registered email address on the account so once I have heard back from you we can clarify this. Thanks, Vicky

Posted 7 years ago

“My Policy Premium quotation was significantly increased and the cover was reduced from last year. This is sharp practice on the Insurer's part and I needed to call to clarify this point. On investigation, I spotted that the Terms & Conditions have changed without highlighting the changes, so some 50+ pages will require reviewing in detail to try to identify changes. This is another example of sharp practice by the Insurer. This leads me to the view that this Insurer can't be trusted and it is therefore extremely unlikely that I will renew again when my yearly policy expires in January 2019.”

Helpful Report

Posted 7 years ago

Good morning, Thanks for taking the time to leave us a review. We send out your renewal invite around a month prior to your policy expiring, this document states any changes to the cover, the new renewal premium, when the payment will be taken and how to stop the renewal so I am really sorry if this was unclear. Please contact our customer services team on 0330 0600 632 or email us ask@policyexpert.co.uk if you have unsure about your cover, we will be more than happy to go through any queries you may have. Thanks, Vicky

Posted 7 years ago

“You were aware the email address you held for my was no longer unavailable , you still continued re newing my police without my consent. Is this legal .? After aconversation with a member of your staff I agreed to renew my policy , then being told I’ve to wait three days before the initial payment to be paid back into my bank account. Luckily there were sufficient funds in my account to enable me to do this. This has never happened to me before. I’ve stressed I do not want money taken from my bank account then this policy is due for renewal this time next year.”

Helpful Report

Posted 7 years ago

Good Morning Barbara, Thank you for taking the time to leave us a review, We let all customers know 30 days before their renewal if they are opted in to our auto-renewal scheme via email, I can see that you only let us know about an email address change after your policy renewed hence why you were unaware that this was going to happen. It is standard for all refunds to take 3-5 working days to process and I apologies for any inconvenience caused but I am glad one of our renewals agents managed to keep you on board for another year. Kind regards Georgie

Posted 7 years ago

“After searching for a several hours trying to find the best deal, Policy Expert appeared to be good value at £24.40 per month. They were promoting their easy to understand policy. So I clicked to purchase, only to find my first payment was going to be over £70 pounds which when added to my further monthly payments meant I will be paying nearly £6.00 more than I had budgeted for. I believe the way the quotation figures were presented was very misleading.”

Helpful Report

Posted 7 years ago

“Automatically renewed my policy 4 days before it was due to be renewed therefore forgoing my opportunity to cancel & use someone else!!”

Helpful Report

Posted 7 years ago

Good morning, Thanks for taking the time to leave us a review. Around a month prior to the expiry of your policy, we send out your renewal invite by post and by email. This correspondence states the cover, the premium, when the policy will renew and when payment is taken. We take payment the week before expiry to avoid any payment issues preventing the policy set up and leaving our customers without cover. With all policy purchases we give a '14 day cooling off period' which means if you cancel during this time you would not be charged a fee but if you wish to discuss this further please don't hesitate to contact our customer services team on 0330 0600 632 or email us ask@policyexpert.co.uk. Thanks, Vicky

Posted 7 years ago

“I asked for contents accidental damage cover.Where is it”

Helpful Report

Posted 7 years ago

Good afternoon, Thanks for leaving us a review. I am sorry for any confusion caused by the cover you hold. I have sent you over an email with confirmation of the policy and where to find the optional extras included. If you need anything else just let me know and I will be more than happy to help. Thanks again, Vicky

Posted 7 years ago

“Not happy that I got a bad report by their. Error over a non claim, they increased my premium!!!!”

Helpful Report

Posted 7 years ago

Good morning, Thanks for taking the time to leave us a review. I am sorry to hear that this incident happened. Usually, if you report a loss to an insurer, regardless of whether you have claimed or not, this will be noted at your next renewal. I can see that you have spoken with us and that this has now all been resolved. 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 060 632. Thanks, Hannah.

Posted 7 years ago

“It is bad enough that insurance companies automatically renew policies rather than let the customer decide if they want to renew but now you renew it a week before it even expires! This resulted in me having a policy I didn't want and a charge on my credit card because I dared to leave it until a few days before the policy expired. If you must auto renew why can you not wait until the policy actually expires until you renew and take payment? Also why can you not offer me your best price upfront? When I phoned up a discount was applied and home emergency cover given for free but I shouldn't have to phone I should get your best price straight away. This is all designed to rip off customers who don't shop around or haggle with companies.”

Helpful Report

Posted 7 years ago

Good afternoon Mr Abbott, Thank you for your review. I am so sorry to hear this has happened. We send renewal reminders 30 days prior to your renewal date to give our customers time to notify us of any changes or whether they want to 'opt out' of automatic renewal. If we do not hear from you 5 days before the renewal date, the policy will automatically renew (as confirmed in your renewal correspondence) this is to avoid our customers being left without cover if there is a payment issue. The renewal quote you receive is based on the information we held for you last year, at the time of renewal, your insurer would pick out the best quote at that time and send it to you. As we are an insurance broker, we have a few insurers on our panel that may cover you for less which is why you would have got a better offer when you had called us. I hope this explains it and if you do have any questions or need any help with anything at all, please call our customer services team on 03300600632. Thanks Nisha

Posted 7 years ago

“My credit card was debited automatically at renewal time. Although a lot of insurers do this I still don't understand why it is allowed. Also, the free extras used to entice customers are not continued in the following years.”

Helpful Report

Posted 7 years ago

Good afternoon Mr Bowers, Thank you for your review. When our customer's policy is in the renewal period (30 days prior to renewal) we will send out renewal reminders by post and email to give our customers time to confirm whether they would like to renew or cancel their policy with us. If we do not hear from you 5 days before the renewal date the policy will automatically renew so that we can ensure the home is covered if there any issues with payment. The Home Emergency and the legal cover were free for the first year as part of an offer. I have emailed you directly with further information regarding the policy extras. If there is anything else we can help with or you have any questions, please call our customer services team on 03300600632. Thanks Nisha

Posted 7 years ago

“Home insurance ok but wouldn't give me a quote on my car insurance”

Helpful Report

Posted 7 years ago

Good morning Mr Foster, Thank you for your review. I am sorry that you were not given a quote for your car insurance, I have tried calling you to discuss this further but unfortunately, you were unavailable. I am keen to look into this for you so I have emailed you directly, please respond to the email at your earliest convenience and I will pick this up right away. Thanks Nisha

Posted 7 years ago

Policy Expert is rated 4.7 based on 20,130 reviews