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

“DO NOT take the monthly payment option, you end up with an unsecured loan on your credit report. If I'd known that was the case I'd have paid in full”

Helpful Report

Posted 1 year ago

Hello, Thanks for taking the time to leave us your 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 instalment payments with the lender Premium Credit. We also confirm that Premium Credit may carry out credit, affordability and/or anti-money laundering checks on you. If they do, then a record of the search or other information may show on your credit file and might affect your credit rating. If you wish to discuss your payment options or if there's anything else we can help you with, please get in touch at homereviews@policyexpert.co.uk. Thanks, Nisha

Posted 1 year ago

“Great service when selling you a policy, make a claim and the nightmare definitely begins! Less than 50% of claims are paid out? Still waiting for a claim to be reviewed after a visit from their surveyor who led us to believe the claim would be accepted, it wasn’t! Not very honest & upfront on his behalf or the companies. Customer Services don’t pick up their calls, nobody replies through the portal . I rate them 0 stars and certainly won’t be using this company again. Go elsewhere!”

Helpful Report

Posted 1 year ago

Hello, Thanks for taking the time to leave us your review. We understand that a letter has been sent to you with our final position on this matter. This letter advises you of the next steps you can take if you're unsatisfied with our response and how you can escalate this further should you wish to. Thanks, Nisha

Posted 1 year ago

“Great service when selling you a policy, make a claim and your nightmare begins. They don't seem to send a competent surveyor, only some bloke who takes pictures and someone else makes decision. They fail to return calls and if you want to discuss a claim that will not cover the cost of the damage, you will have to go through some legal route or report to authorities. Getting a policy will not give you peace of mind. Will not recommend them nor renewing my policy.”

Helpful Report

Posted 1 year ago

“Keep away from this POLICY EXPERT. During the stormy weather at the beginning of the year the roof on our outhouse got severely damaged meaning the walls, ceiling and the flooring are wrecked. After making a claim they arranged for their claims adjuster to come and check out the damage. After he cancelled several appointments he eventually turned up and took several photos and even commented on the severity of the damage and said someone would be in touch with me soon to let me know the outcome of the claim. After waiting a couple a couple of weeks and not hearing anything back i decided to contact them. Their response was to say that they aren't going to cover the claim. I have been with this insurance company for many years, what an absolute waste of time and money. They say you only find out how good and insurance company is after making a claim, well i can tell you this insurance company is completely and utterly useless so don't waste your time and money on this company go elsewhere.”

Helpful Report

Posted 1 year ago

Hello Shaun, Thanks for taking the time to leave us your review. After speaking wth Trinity, we understand that during the survey of your property, it was discovered that rainwater had been getting in through the roof, leading to the ceiling collapse. Additionally, the roof of the outbuilding was partially detached, and you mentioned not having accessed it since Christmas 2023. The felt on the roof was estimated to be up to 20 years old, making it more susceptible to damage over time. Unfortunately, gradual wear and tear or maintenance-related issues aren't covered by our policies. We understand that it's disappointing when a claim is declined, but we can only cover claims that align with our policy terms. If you wish to discuss things further, please get in touch at homereviews@policyexpert.co.uk. Thanks, Nisha

Posted 1 year ago

“They treat their customers poorly. When you want to make a claim, it's handled by a third party company that doesn't have any information about the policy. What makes it even worse that you have to agree to new terms and conditions with the claims company when you want to make a claim.”

Helpful Report

Posted 2 years ago

“My terrace House in Fulham burnt down… My terrace House in Fulham burnt down in July 2022. Insurer: Policy Expert (Subsiduary of QMetric Group) Claims Handler: Trinity Claims Damage has been estimated by chartered surveyors @ £350,000/£500,000 The insurance company is duty bound to either re-instate or provide cash equivalent. They are also duty bound to find alternative accommodation or at least pay for alternative accommodation. I had a 4 bedroom, 1,400 sq ft house and had to move to a 500 sq ft, one bedroom flat with two growing children, a cat and a dog. Trinity Claims have been stonewalling for 20 months. Insurance Company has, through Trinity Claims: - 1. Carried out sub-standard repairs to the roof 2. Offered £26,595.19 in final settlement 3. Not paid the last 9 months of rent for alternative (inferior standard accommodation) t 4. I have spent over £60,000.00 in legal fees trying to negóciate with them and it’s just impossible I can no longer afford to be out of my house and paying really expensive rent. My children having recently lost their father, now lost their home. Please could the press or someone out there help me to expose this sad story.”

Helpful Report

Posted 2 years ago

Hello Beatriz, Thanks for taking the time to leave us your review. Please be assured that our claims team are in touch with your representative to discuss the next steps of your claim. They'll be in touch in due course. If there's anything else we can help you with in the meantime, please contact us at homereviews@policyexpert.co.uk. Thanks, Nisha

Posted 2 years ago

“They never show up in our interview meeting, and never anser my email.”

Helpful Report

Posted 2 years ago

Hello, Thanks for taking the time to leave us your review. We'd like the opportunity to investigate your comments further but unfortunately, we're unable to locate your policy with the details provided in your review. If you could please contact us directly at homereviews@policyexpert.co.uk, we'll pick this up right away. Thanks, Nisha

Posted 2 years ago

“you put marketing cookies on my laptop without my consent or giving me the option to block. is this even legal.”

Helpful Report

Posted 2 years ago

Hello, Thanks for taking the time to leave us your review. We'd like the opportunity to investigate your comments further but unfortunately, we're unable to locate your policy with the details provided in your review. If you could please contact us directly at homereviews@policyexpert.co.uk, we'll pick this up right away. Thanks, Nisha

Posted 2 years ago

“WARNING Had a policy with this company everything fine until you put in a claim Wouldn't pay out only 2 small roof tiles was loose cancelled my policy just because someone in house had a ccj Treated like a criminal over a parking fine ccj”

Helpful Report

Posted 2 years ago

Hello, Thanks for taking the time to leave us your review. We'd like the opportunity to investigate your comments further but unfortunately, we're unable to locate your policy with the details provided in your review. If you could please contact us directly at homereviews@policyexpert.co.uk, we'll pick this up right away. Thanks, Nisha

Posted 2 years ago

“Rubbish. Left me hanging without heating or hot water for 5 days then told me that they wouldn't honour the claim late on Friday afternoon. W*nkers”

Helpful Report

Posted 2 years ago

Hello, Thanks for taking the time to leave us your review. After speaking with Trinity, we understand that the claim was declined based on a report that was provided by your plumber. We appreciate that a claim decline can be disappointing, however, we're only able to honour claims that fall within the limits of our policies. Should you wish to discuss things further or if there's anything else we can help you with, please get in touch at homereviews@policyexpert.co.uk. Thanks, Nisha

Posted 2 years ago

“The Car breakdown cover is a complete joke .... we weren't recovered as promised and were left abandoned; tried taking it further but didn't get anywhere! Extremely unhappy that we paid for a service which was provided.”

Helpful Report

Posted 2 years ago

Hello, Thank you for taking the time to leave your review. I am sorry to hear of your experience follow the breakdown of your vehicle. Can you please email me at motorreviews@policyexpert.co.uk with your policy number so I can investigate this for you? Thanks Mick

Posted 2 years ago

“Took 5 weeks to repair my car during which time no courtesy car was provided despite having paid extra for it. Rude staff, incompetence galore throughout BUT extremely good at passing the buck. Worst company ever! Stay well clear.”

Helpful Report

Posted 2 years ago

Hello, Thanks for taking the time to leave us your review. Following our conversation, we appreciate you giving us the chance to discuss your concerns further and for us to be able to provide a suitable resolution. If you have any other questions, please do not hesitate to get in touch with us via email at motorreviews@policyexpert.co.uk. Thanks, Amy

Posted 2 years ago

“Scammers. They insurance policy is a loan with a third party company.”

Helpful Report

Posted 2 years ago

“Very unhappy. The lady on the line denied I have home emergency insurance. I went through a nightmare because of that Christmas time 😔”

Helpful Report

Posted 2 years ago

Hello, Thanks for taking the time to leave us a review. We would be interested in investigating this further for you but there are not any notes to reflect the conversation you had with our team on your account. If you email us at homereviews@policyexpert.co.uk with the details of the conversation, we would be happy to look into this for you further. Thanks, Jessica

Posted 2 years ago

“TELEPHONED POLICY EXPERT A WEEK BEFORE MY RENEWAL AND EXPLAINED MY HUSBAND HAD A CCJ WOULD THIS MAKE A DIFFERENCE AND THEY SAID WE CANT RENEW ON THOSE TERMS, SO I ASKED THE POLICY TO BE LAPSED OFF AND THE LADY SAID OK. A WEEK LATER THEY TOOK MY MONEY OUT OF THE BANK EVEN THOUGH THEY WOULD NOT INSURE ME AND HAVING SENT THEM LETTERS AND SPOKE TO THEM ON LIVE CHAT HAVE STILL NOT GAVE ME MY MONEY BACK. SO BEWARE ONCE THEY HAVE GOT YOUR BANK DETAILS WILL TAKE YOUR MONEY AT RENEWAL EVEN THOUGH YOU HAVE ASKED THEM NOT TOO.”

Helpful Report

Posted 2 years ago

Hello Tracy, Thanks for taking the time to leave us a review. At Policy Expert, we value feedback from our customers as we believe it is an integral way for us to improve our overall services. Since leaving your review, we have spoken about your experience and resolved this with you. If a 1-star rating is still reflective of your overall experience with us, then do let us know we are available at homereviews@policyexpert.co.uk. Thanks, Jessica

Posted 2 years ago

“Worst company I ever know. My toile cistern cracked on their own in the middle of the night, I made the claim, they say I need to wait 2 weeks for someone to come and see it, that means 2 weeks without toilet or repair myself. I said repair myself and send the invoice and now they said they not paying because the toilet just crack on his own!!! To be paid you need to broke it yourself?To many years with this company and when you have a genuine claim don't pay you. Disgusting I will cancel my policy tomorrow”

Helpful Report

Posted 2 years ago

Hello Patricia, Thank you for taking the time to leave us your review. After speaking with our claims team, we understand that you logged a claim for accidental damage to your toilet. However, as you were unsure of what caused the crack, there was no identifiable cause so we were unable to cover this. We understand that a claim decline can be disappointing, however, we're only able to cover claims that fall within the limits of your policy. Should you wish to discuss things further or if there's anything else we can help you with, please get in touch at homereviews@policyexpert.co.uk. Thanks, Nisha

Posted 2 years ago

“Home insurance. Never use this insurance. I have a home insurance policy. Building and contents. In July this year watter dropping to my bed room from ceiling. Upon tracing the leakage i found there are some dent on my valley this caused water fall on my loft insulation from there to my bed room. there were bad wind and rain on July this happened on period. I contacted policy expert. Policy expert is not dealing the claim but some other company called Trinity doing for them. Upin making the claim trinity rejected the claim saying they can't realise this is happened due to the wind. Who climb on the top of the roof to make a dent on the Valley if it is not storm? Dent is not a wear and tear. Most funny thing is that they declined my claim before their survivor visiting the house. When their survivor visited he did not climbed in the roof to see the damage. He too said the same what Policy expert said prior. My advise is to not buy this policy. Go for a reputed company like LV, Halifax etc. Ok to buy if you want an insurance for name sake. But when have to make a claim, they will reject all way. Other concern, looking on to the google reviews, many people mentioned that they are forcing for to write positive reviews. Have to doubt of all these ****s Date of experience: 14 October 2023”

Helpful Report

Posted 2 years ago

Hello Regi, Thank you for taking the time to leave us your review. After speaking with Trinity, we understand that you contacted our Home Emergency team in September about an incident from July. Unfortunately, they couldn't approve it because your policy didn't have cover for roof damage. There was a delay in arranging a surveyor to attend your property as you could only do weekends. However, when the surveyor attended on November 14th, they found water damage in the loft area, worn-out roof felt, and possibly porous tiles. Your roofer confirmed these issues and suggested replacing the whole valley to fix them. He also mentioned that these problems are from regular wear and tear, not a one-time incident. We understand that you've disputed the decline, and our claims team are currently reviewing your case. They'll be in touch with their final position on this matter in due course. If there's anything else we can help you with in the meantime, please get in touch at homereviews@policyexpert.co.uk. Thanks, Nisha

Posted 2 years ago

“Dear Manger, I have home emergency cover with a policy expert. My Policy Number is : TRN-354-1282-002024729 My boiler is not working, the thermostat has a fault. I called customer service on Friday 1st Dec. at 6pm to report the claim. Advisor told me that she is going to open the portal and email me to send my boiler service copy. She has not done any of them. I waited till 11pm. I Called back after a 60 min wait and spoke with the advisor and sent my boiler service copy twice and confirmed with the advisor that they have received it. He advised me that a gas safe engineer or contractor will call you in the morning. Saturday 2nd Dec. morning no one called. I called again after a 40 min wait, and the advisor told me that my boiler service copy is not attached and the job is not put forward. Night staff has not attached correctly. He said he is going to attach it and send a message to the engineer and the engineer will call. Another lack of training.No one called. After calling 2 times again on Saturday, the gas engineer attended the property at 12 midnight and told me that he needed to order a part and come back on Sunday to fix it. He put emergency heating that only works for 20 min and set a timer but it didn't work. I called Sunday 3rd Dec. morning at 7.55am to report that the heating was not working on the timer that the engineer set it up and requested to send it again to fix it. Your advisor emailed and called them but no one turned up. Waited all day I called again on Monday 4th Dec. morning and spoke to the advisor, they told me engineers are going to come in a few hours. No one came. Another lie. I called again at 3pm after a long wait and the same story. I called again at 7pm and 11pm. Every time they said that Engineer will be with you shortly with part. I called Tuesday 5th Dec. twice after a long wait and your advisor said that they will call an engineer and sent an email to them to come ASAP. Not happened. No reply. I received a voicemail at 3pm saying that my part is not covered and the quote has been declined. I was shocked and tried to call straight away but after 56 min wait the call disconnected by your advisor. I received a call from the policy expert customer service Manager and she said she is going to speak with the contractor and sort out and call me back. No one called. I called at 7pm and your advisor told me that someone is coming soon. On 6th Dec. I have received another voicemail that my part is not covered and they cant do anything. I called straight away after 1 hr wait and spoke with the team, they told me that in the system it says it's not covered and she gave me another number 0330 0600 681 to speak to. I have called that number and spoken with your advisor for nearly 1 hr and 28 min. After she called the internal team she said she can't do anything. Part is not covered and cant be replaced but in policy it doesn't say anything. Thermostat is part of the boiler and that needs to be replaced asap. I am really stressed and broken by the service you provided and I have been receiving from the last 6 days. Few Points: Why the engineer lied and said that heating is working on Saturday night. Your advisor is telling me lies and false promises. I have got all the call records and timing which I have made from the last 6 days. My house has been freezing cold for the last 6 days. No heating at all I am using an electrical heater and my bill is going high. If it's not resolved soon, I am going to take legal action. Thanks Hasit Shah 07868711435”

Helpful Report

Posted 2 years ago

Hello, Thanks for taking the time to leave us a review. Since leaving your review, it is my understanding that our team have reached out and resolved this with you. If there is anything else we can do, please get in touch at homereiews@policyexpert.co.uk. Thanks, Jessica

Posted 2 years ago

“i have a claim going through. the only way you can make any contact to discuss any issues is through the portal. it is really irritating. There is no sense of urgency you just get fobbed off with a lowball cash settlement or put into the hands of their own surveyors and contractors with lead times in excess of 6/8 weeks and that's just to get something moving. customer services is absolutely diabolical. put through on the phone got told they couldn't hear me and to ring back,hey presto they've all gone home, how convenient. i definitely won't be recommending or renewing ever again. oh and be aware people what you pay this year they will double and some next year. avoid this company”

Helpful Report

Posted 2 years ago

Hello Kevin, Thanks for taking the time to leave us a review. Having spoken with the claims team, they have confirmed that a contractor has attended the property, and we are waiting for their report so that the works can be authorised and begun. We aim to have contractors out to the property as swiftly as possible but lead times can be affected by multiple factors. Your case has been escalated for approval and if there is anything else we can help with, we are available at homereviews@policyexpert.co.uk. Thanks, Jessica

Posted 2 years ago

“Policy Expert will do anything to avoid a legitimate claim. I suggest you go elsewhere.”

Helpful Report

Posted 2 years ago

Hello Martin, Thanks for taking the time to leave us a review. Having reached out to our claims team at Trinity, they confirmed a claim was logged for storm damage. When the surveyor attended, their report advised the visible damage was consistent with an ongoing failure due to material fatigue and failure of the fixings which was not consistent with a one-off event. As a result, there was no insured peril, and the claim was declined. Trinity also confirmed that you disputed the outcome and submitted a formal complaint. This complaint was not upheld, and a response letter was issued. We appreciate this may not have been the desired outcome, however we hope you can understand we are only able to cover claims that fall within the policy limits. Should you require any further assistance, please don't hesitate to get back in touch with us at homereviews@policyexpert.co.uk or via any of the channels displayed under the 'contact us' section of our website. Kind regards, Darran.

Posted 2 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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