Policy Expert Reviews

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

4.7 Rating 19,527 Reviews

96 %

of reviewers recommend Policy Expert

Company Reviews

Metrics

Info

4.7

Based on 19,527 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

Write Your review

Tell us how Policy Expert made you happy

Help future customers by talking about customer service, price, delivery, returns & refunds.

Minimum 10 characters

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Policy Expert 5 star review on 13th February 2023

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“So, I'm changing my car next week to an MG5 Excite EV. I called Policy Expert to overlap my existing policy for the new vehicle, no problem they said. When I told them it was an MG5 EV they told me they don't insure electric vehicles yet. So I ascertained that my existing policy for my Merc would have to be cancelled in the future which would incur a £60 cancellation fee, just because the Insurance company can't do their job and insure cars!! is this fair or right? Polcy Expert don't seem to care. Hence the 1 star and a lost customer and hopefully more when they see this review.”

Helpful Report

Posted 9 months ago

Hello Dave, Thanks for taking the time to leave your review. Our records show that you have now spoken with one of the team and they have resolved the issue. However, if there is any further you would like us to investigate please email the details to motorreviews@policyexpert.co.uk. Thanks, Amy.

Posted 9 months ago

“Unless you make a claim, they are a perfect company. As soon as you do, their rule book of exclusions will open up. I made a claim about toilet leakage under home emergency cover. Am told something cannot be repaired is not covered. Every time their story changes. Disgusting customer service ! Never ever ! I will pay a bit more but have a piece of mind by switching to someone else. I am their loyal customer of 3 years without a single claim. They have given no right of appeal and have left with leaked toilet.”

Helpful Report

Posted 10 months ago

Hello Muhammad, Thanks for taking the time to leave your review. Trinity Claims have our full delegated authority to handle all claims submitted under our policies. They ensure all claims are handled fairly and in line with the policy terms and conditions. When we spoke to Trinity about your case, they confirmed a Home Emergency claim was logged on the 10th of June for a leaking toilet. They also confirmed an engineer was sent to view and inspect this on the 12th of June. This engineer advised Trinity that the leak only happened when the toilet was used and would require a full replacement of the cistern. Trinity then sent an email to yourself stating that, due to multiple reasons, there was no cover. These reasons included, but were not limited to, the fact it was not a consistent leak and replacement ceramics are not covered. Trinity have further advised that a complaint was logged on the 14th of June. They then phoned the following day to discuss the complaint. During that call they reconfirmed the reasons why the claim was declined and agreed to send this via email. 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 10 months ago

“The process to do this policy was not the simplest . After completing the details and getting confirmation I get two emails almost sounding like I’m being threatened to log in and sign some agreement from premium credit or I would be charged £25 . As it was a third party you would assume it’s a scam email as I had completed all the direct debit details whilst setting up the policy, so did not respond assuming it’s a scam. When I received another email for the same i called policy expert who said you have to sign the agreement or pay upfront in one payment. It was as if I was not given any options and decided to pay upfront as there was no explanation as to why I had to sign some agreement despite finishing the process. Having to pay in one lump sum has caused me distress and I have had to re -assess my finances. So the experience has been quite pathetic for giving new business to your company.”

Helpful Report

Posted 10 months ago

Hello, Thanks for taking the time to leave us a review. Prior to purchasing a policy online, it is stated 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 state that Premium Credit will send full details of your credit arrangement and that you must read, sign and return it. The information it contains is about themselves and the agreement you are entering into and is intended as your confirmation that you have read the terms and agree to them. Having listened to the call you had with our payments team, you were advised that paying in full was indeed another option you could explore and you chose to do so. During the course of the call, you mentioned that, while the above information was available, you felt it was not clear. We will certainly forward this feedback to the relevant department. 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 10 months ago

“Absolutely dodgy and dishonest company. They themselves change my policy from full comprehensive to third part only without notifying me. Then take full payment from my account. No reply to e-mail, no money returned”

Helpful Report

Posted 10 months ago

“There is no way Policy expert can claim to be Number 1 in home insurance.... On December 21st 2022. I had a water pipe in the Arctic freeze and burst, causing considerable damage.... I was just out of hospita after a second stroke and also have Rhumatoid Arthritis.......the date is now the 2nd of June 2023.. ..I went all through the cold winter with no electricity......for heating......noone cleared up the mess within the attic and hose ceilings and walls ....which were soaked.....I cleared it up all myself with great difficulty........The Insurance company Policy Expert were no help wha so ever ...it is now the 2nd of June and I still have no electrical lighting......I have pleaded for help from them but nothing.??.....I still have a lot more to report and will do....people out there please,please don't buy your home insurance policy from this company......I have cried...been ill .....and even looked at ending life especially during the cold period we had.....I live on my own and had to clean up etc myself .......you don't know what an Insurance company are like untill you need to claim.....this company is a terrible and should be ashamed of themselves.......please....Insure your property on another site.....cause if you insure with these people and need to claim you will regret it...please I don't want anybody to go through what I am going through....to claim help. Peter. TPEH00263706.”

Helpful Report

Posted 10 months ago

“Absolutely rubbish. Tried to set up building and contents as new customer. They had a problem with submitting password. Moved between 2 people this took about an hour. I gave up asked for my first payment £38+ to be cancelled they took the money anyway. I asked them to cancel my policy ( was in the 2 weeks cool off). Asked again to refund my money they still haven't done it after 3 days. Moved to Nationwide fantastic and very easy. Will chase policy expert again tomorrow 🤔”

Helpful Report

Posted 1 year ago

Hello Lisa, We appreciate you for taking the time to outline your concerns to us. When setting up your policy, you are granted access to a secure online account which contains all of your relevant documentation for your policies. We understand you spoke with our New Business team to get the policy set up and then later spoke with our Customer Services team where my colleague provided a temporary password to help you get logged in online to access your documentation. Whilst speaking with our Customer Services team; our representative reiterated to you that you will receive an email from Premium Credit to sign a credit agreement as per the terms of your policy. As a result of this, we understand you decided to cancel your policy within the 14-day cooling-off period. The refund for the deposit paid can take 3-5 days to clear back into your account and you will receive confirmation of the cancellation within the next 24 hours. Should you wish to discuss your experience with us any further, you can do so at homereviews@policyexpert.co.uk. Thanks, Jessica

Posted 1 year ago

“Brought and paid for policy. I rang up a day later to change start date of policy. Company very rude, refused to change date. Claimed they couldn’t insure house. Quick enough to take money, but when it comes to refund they are a joke, awful customer service.”

Helpful Report

Posted 1 year ago

Hello, Thank you for taking the time to leave us a review. Using the information you provided, we were able to locate your call and must refute, in the strongest terms, your accusation of rudeness. When you spoke to us, we advised that changing the start date would not be a problem. However, during the course of the call, you mentioned you had not yet exchanged contracts. At this point, the agent you were speaking to explained that Policy Expert's underwriting criteria only offer suitable policies for policyholders that have already exchanged contracts. She continued to explain that this is due to the fact that prior to the contracts being exchanged, there isn't a financial interest in the property - meaning if we set a policy up for you, it would technically be invalid. The manager you spoke to mentioned that this information is available on the Policy Expert website. The agent, and subsequent manager you were transferred to, also clearly explained that the refund timeframe of 3-5 business days is dictated by your bank despite us being able to request the refund straight away. We understand that this can be disappointing. 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 1 year ago

“Where do I start I wish I could give no stars, I started comparing quotes for myself, wife and home and car insurance via some comparable Website and I have never dealt with such a ridiculous company, unprofessional, non existent customer service and honestly have no idea what they are doing, they have messed up quotes, increased quotes from the comparable website, with no explanation or knowledge how it’s happening. Accusing me of falsifying information, even after speaking with 3 managers still havnt got anywhere, the original manager was supposed to set up the car insurance for us and has messed up somehow resulting in the underwriters voiding the insurance, please don’t be fooled by the cheap price as it definitely reflects the idiots they have working for them and service they have, they have breached data protection numerous times and just keep saying they don’t know how, that phrase must me in there training”

Helpful Report

Posted 1 year ago

Hello, Thanks for taking the time to leave us your review. Unfortunately, we’ve been unable to locate your policy with the details provided. To allow us to help, please can you send your policy details to motorreviews@policyexpert.co.uk. Thanks, Amy.

Posted 1 year ago

“Full disclosure, I'm not sure who is to blame here, Policy Expert or Trinity Claims, but as I pay my money to PE I have filed under them. We have had a claim ongoing with PE, via Trinity Claims for an escape of water on the 16th December 22. We had initial problems getting through to them, which in hindsight was understandable due to the number of water leaks in our area, however we are now over 4 weeks on from the leak and we have not been able to do a single repair due to delays in getting the settlement paid. We have had a settlement figure from the building surveyor since the 11th January, a settlement figure on the carpets since 9th January, and we advised on the remaining damages on the 9th also. We were advised the final figures would be with us in "the next few days" - it is now the 17th January with no follow up since. I have also submitted invoices for dehumidifiers that I sourced myself. I had settlement on the second invoice I submitted on the 12th January, but no payment for the invoice uploaded on the 4th January. Also waiting on settlement for emergency works, and energy usage while running the dehumidifiers, submitted 30th December and 9th January respectively. I also took a call from Jonathan at Trinity on the 9th January and advised he would be starting to release settlements imminently. As noted previous, the only settlement we had since that call was for an invoice I submitted afterwards. Also still sitting with ripped up carpet at our front door 4 weeks after the event, despite being told this would be collected within 48 hours. On top of all this, we have saturated loft insulation still in the loft space which we need specialist access to remove and replace. This still being in place is resulting in black mould creeping into our babies room, which puts the room completely out of use. Advised this would dealt with, but over a week later no communication at all. All in all a bit of a shambles. No consistency, unable to get a response (despite assurances of a response within 2 hours on their Online Portal), no payments despite settlement's being agreed for over a week. I rarely write negative reviews as I appreciate the stresses and pressures everyone is under and I like to give the benefit of the doubt, but this situation is beyond a joke now.”

Helpful Report

Posted 1 year ago

Hello Mr O'Neill We appreciate you taking the time to outline your concerns to us. Trinity Claims have delegated authority to handle all claims submitted under our policies and they ensure that all claims are handled fairly and in line with the policy terms and conditions. Some claims may take a little longer than expected as the claim needs to be thoroughly reviewed and verified, however, they've also been experiencing a high volume of claims due to the recent weather conditions. Please be assured that our claims team are doing their best to manage all claims queries as swiftly as possible. When you spoke to our claims team on 9th January, they requested a copy of your invoices, utility bills and the receipt for your dehumidifier. The agent confirmed they would review this information once received, however, there was no guarantee payment would be made. Trinity messaged you on 11th January to let you know they had received the receipts and links for your contents and would be reviewing them within a few days. The following day, you uploaded the receipt for your dehumidifier and the payment was raised right away. We understand that you've requested a call back, please be assured that our claims team will be in touch as soon as possible to discuss things further. Thanks, Nisha

Posted 1 year ago

“policy cancelled at short notice as we owned 3 animals and had a barn! These questions were not asked when the insurance was taken out”

Helpful Report

Posted 1 year ago

Hello, Anthony, Thank you for taking the time to outline your concerns to us. Every insurer has underwriting criteria that determine whether or not they are able to offer a suitable policy for a property. When we became aware that your property incorporated aspects outside of our criteria, our underwriters were advised and we then notified you of the outcome. 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. 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 1 year ago

“Paid for insurance two weeks before it was due to start. After payment Policy Expert asked for: Copies of mine and wife's driving licence, a utility bill, mine and my wife's driving records from the dvla and the vehicle V5 document. Something to do with a random identity fraud check I was told? I am unable to supply the photo card licence for myself as it has my previous address on it and still needs changing. (we have just moved house) Simpler for me to cancel the insurance and buy elsewhere for which they are charging me a £30 cancellation fee and refuse to waive it. Not sure what I've done to these guys (the call center staff were sound tbf) but I'm now £30 down and all I want is to insure my car like I have been for the past thirty odd years. Why?? Update: A reply online telling me how they understand it can be frustrating having to pay a cancellation fee. It's not frustrating guys, it's painful. I work over three hours for £30. I'm done.”

Helpful Report

Posted 1 year ago

“Noticed that the policy requires 'door keys to be removed at night.' This is a serious concern should my family need to escape a fire. I can't fathom the wisdom around this policy aspect - putting customers' lives at risk seemingly to reduce an insurer's risk - surely poor thinking on the insurer's behalf.”

Helpful Report

Posted 1 year ago

Good afternoon, We appreciate you taking the time to outline your concerns to us. All home insurance policies will have endorsements or requirements in which need to be met in order for certain insurable perils to be covered. Often these will reinforce the necessity that reasonable steps to prevent or limit accident, injury, loss or damage to your buildings and contents are being taken. Policy Expert's policies will often require keys to be removed from locks when nobody is home and the residents have gone to bed for the night. They are to be kept out of reach or sight of a potential intruder and stored somewhere safe for you to be able to access. We had called you to discuss the endorsement and make sure we understood your concern. With our home insurance policies you do have a 14 day cooling off period, which allows you to review the cover and any relevant endorsements and be sure that it is suitable to what you and your property require, which we made you aware of on that call. Should you wish to discuss this further, please do not 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. Thanks, Jessica

Posted 1 year ago

“Absolutely terrible insurance company. Please do not insure with them!! They have voided our house insurance because of superficial cracks after telling us on the application form they didn't need to know about none structural cracks.They are a bunch of cowboys and caused us so much stress. Please use a different insurance company!!!!”

Helpful Report

Posted 1 year ago

Good afternoon, Thank you for taking the time to outline your claims experience. To ensure claims are handled fairly and in line with the policy terms and conditions, Trinity Claims have our full delegated authority to handle all claims submitted under Policy Expert policies. We are proud to say that we pay out 100% of all valid claims submitted within the terms of our policies. As we could not locate your policy from the details provided, we have emailed you requesting additional information through Trustpilot, where you originally left a review. Unfortunately, we have not received a response to that email. To help us look into this for you, please provide us with your details at: homereviews@policyexpert.co.uk, at your earliest convenience and we will pick this up right away. Thanks, Dawid

Posted 1 year ago

“DO NOT USE THIS COMPANY!!! You think your home will be insured but they have every single get out of clause within their terms and conditions to make sure they do not pay you out. Cowboy insurance company and a bunch of thieves on their board stealing genuine hardworking people’s money. Housing insurance company that will happily take your money but never payout. THIEVES”

Helpful Report

Posted 1 year ago

Good afternoon, Thank you for taking the time to outline your claims experience to us. Having spoken directly with our claims handling team at Trinity, we understand that you submitted a claim for an escape of water in January of this year. We were further advised that a surveyor attended your property and found that the issue was a result of failed sealant. There is an exclusion in our policy wording that states we don't cover loss or damage caused by sealant or grout failing to work properly or by an inappropriate sealant or grout being used. It is for this reason that the claim was declined. We understand that you have raised a complaint with the Financial Ombudsman Service (FOS) and can confirm that any final decision rests with them. Should you require any further assistance, please don't hesitate to get back in touch with us at homereviews@policyexpert.co.uk. Kind regards, Darran.

Posted 1 year ago

“Avoid at all costs! Having paid my insurance premiums in good faith for many years without making a claim I finally called on my insurer following a garage break-in and theft. I had my garage door prised open enough (we think with a car jack) for someone to open manually from the inside then help themselves to its content. Our neighbours have footage of the perpetrators. Policy Expert/ Trinity Claims acknowledge that force was applied to gain access but because no damage was caused to the door they have refused to pay out. I asked what would have happened if someone picked the house lock and emptied the contents of the house and they confirmed that this would not be covered. We had a roller shutter contractor look at the door and they confirmed that someone who knows what they are doing could get into 60-70% of garage doors without causing any damage to them. Essentially the cover is not worth the paper its written on. 'Computer says no'! Avoid and go with a reputable provider.”

Helpful Report

Posted 1 year ago

Good afternoon, Thank you for taking the time to raise your concerns to us. As Policy Expert branded policies are all written in Plain English with a Crystal Mark approval, we are confident that your documents are transparent and clearly outlines your cover levels. We appreciate that a claim decline can be disappointing, however, your policy wording clearly states that for theft or attempted theft claims to be accepted, there must be evidence of forced or violent entry. We understand that this was not the outcome you were expecting but we can only honour claims that fall within the limits of our policies. Should you wish to discuss anything further, please don't hesitate to contact us directly at homereviews@policyexpert.co.uk. Thanks, Nisha

Posted 1 year ago

“Worst inchurance company ever see in my 14 years canceling my inchurance I need give them proff for SORN lots rubbish questions what you never get in the different companies waste money and time”

Helpful Report

Posted 1 year ago

Hi Rolands, thanks for taking the time to leave your review. Our records show that you have now spoken with one of our team and the issue has been resolved. If this is not the case or you require anything further please feel free to contact me at motorreviews@policyexpert.co.uk. Thanks, Vicky

Posted 1 year ago

“Appalling service from policy expert. Unbeknownst to me I had a crack in the base of my shower tray, causing extensive water damage to the room beneath including collapsed plaster board, damage to walls and a host of individual items. I put a claim in with policy expert and a surveyor attended my property. He said the policy only covered 'track and trace' and that the policy would not cover repairing the source of the leak. He informed me that the only thing I could claim for was to have the plaster board replaced and plastered, an estimated cost of £800. The excess for water damage on the policy is £700. I have extensive damage to my property, I need a new shower tray installing, bathroom tiles and flooring made good, new plaster board, plastering and decorating and policy expert are offering me £100. Absolutely disgusting customer service and a con of a policy. Having left my review of policy expert on another site I was contacted by the company, their response was not consistent with what occurred, so I can now add 'dishonest' to my list of complaints.”

Helpful Report

Posted 1 year ago

Good morning, We appreciate you taking the time to outline your concerns to us. Under your policy wording, it outlines that in order for us to cover damage, it must fall within an insured peril. After speaking with Trinity claims, they advised that you were looking to make an Escape of Water claim, however, as you were unsure about the cause of the damage, Trinity was unable to place this under an insured peril. Nonetheless, when Trinity spoke to you, they provided you with an option to claim for the resultant water damage under the Accidental Damage peril. Your excess had been amended to a reduced amount and they also provided you with a settlement cover for your buildings. We understand that Trinity will be offering you a settlement for your contents too, they are just waiting for you to provide them with a list of contents you need to claim for. Please note that Trace and access is only covered under a valid Escape of Water or Oil claim. As this is an Accidental damage claim, this would not be covered. The information that we have provided in your response was given to us by Trinity Claims. However, as you are disputing this, we have arranged a call back from Trinity, they will be contacting you shortly to discuss your comments further. If there is anything else we can help you with, please contact us directly. We are available at homereviews@policyexpert.co.uk. Thanks, Nisha

Posted 1 year ago

“Avoid like the plague we made a subsidence claim after the heatwave this summer 2022 and they cancelled the insurance as they assumed that the cracks were already present before we took the insurance. They will bail on you as soon as you make a claim but happy to take your money and issue a worthless insurance policy, this should be illegal.”

Helpful Report

Posted 1 year ago

Good morning, We appreciate you taking the time to outline your concerns to us. Here at Policy Expert, we are proud to say that we pay out on all valid claims submitted within the terms of our policies. All Policy Expert branded policies are written in Plain English and have Crystal Mark Plain English approval. Therefore, we are confident that the cover our policies include, and exclude, is clearly outlined for our policyholders. Please be assured that your comments have been raised with Trinity claims and a member of the team will be in contact shortly to discuss this matter further. Thanks, Nisha

Posted 1 year ago

“Emergency policy : TRN-3541282-00120232 Dear Sir / Madam I am writing to complain as to the dreadful service I have received when attempting to use the emergency service you offer. Here is the timeline of the events: Thurs 18th Aug • Toilet blocked causing flooding in shower and sink – Toilet and shower unusable • Contact my own plumber who visits and says it is a blockage and I should contact local water supplier • Essex water onsite state main sewer fine and down-pipe blocked – suggest I contact home insurance Fri 19th Aug • Contact Home insurance – referred to emergency policy • Contact emergency line who takes details and ensure me that “preferred management will contact me” within 4 hrs • No call returned Sunday 7am 21st Aug • Contact emergency line …. Am informed it is an out of hours line, but no call has been registered- they will raise a new call and ensure preferred management call within 4 hrs • No call within 4 hrs . I chase with reference number 1347770 • More delays – told a plumber will arrive on Monday “first thing” and won’t leave until the emergency is solved. Monday 22nd Aug • 09:44 text that I will be contacted within 60 minutes • PTH plumber to arrive between 11am and 3pm • 14:31 text that engineer to arrive within 60 mins • 16:32 text engineer within 60 mins of arrival • 17:45 Engineer arrives – tries plunging the toilet, floods shower room again, looks around briefly then calls head office to ask for permission to investigate. • Engineer says h/o require me to contact them to ask for permission to investigate further • Engineer leaves • I call h/o who state it is the engineer’s responsibility to report back and nothing will happen until this report is received. • I am annoyed by the attitude of the help desk , who constantly give a hollow apology and state it is the “ process” and there is nothing that can be done…..even if my toilet hasn’t worked for 4 days plus! • I ask if there is anything I need to do to avoid any further delays , I am told it may be a good idea to fill in the building insurance as the early it starts the better and it can always be switched off. Tuesday 23rd Aug • As no feedback I contacted Emergency line to be told the emergency had been closed as there was nothing more they could do, and I should raise a home insurance claim ( as I had been previously told to), who would then arrange within the next few days for a surveyor to call, and then I could proceed although I was warned that plumbing costs would not be covered! Only rebuilding work, after explaining what utter incompetence had occurred, I was referred to the process once again. • I exploded and said I could not wait for such an incompetent bunch and to cancel everything ( I was then told nothing was actually in process!) and to cancel my insurance and refund the fee….. of course, I have heard nothing further from this!!!! • An hour later “Preferred Management” called apologising that they had been blocked and could go no further , he fully understood how annoyed I was but was powerless • 1pm I called a drain engineer • 2pm I was called by a jovial manager who apologised for being late calling but was so busy. I told him to forget it as he was too late I couldn’t wait and I had called an emergency drain engineer. His only reply was I wouldn’t get reimbursed for that….I said it was passed that stage, as I had gone days without sewage or shower! He had absolutely no excuse and merely apologised and repeated the warning that I wasn’t likely to get any reimbursement. I informed him I would spend as much effort as I could filling in websites and apps explaining how dreadful the service was… he implied that was a waste of effort. • 3pm My drain engineer arrived • 4pm toilet was unblocked without any need for damage or invasive investigation. • In order to prevent further blockage, he spent the next 2 hrs removing all the built up limescale and the drainage is perfectly repaired. As he said it is in his interest to actually fix the problem not just bounce the issue around so he can go home early! I am absolutely disgusted by the utter incompetence and general lack of concern for an emergency event.”

Helpful Report

Posted 1 year ago

Good afternoon, We appreciate you taking the time to outline your concerns to us. After speaking with Trinity claims, they advised that an engineer from a company called NPA attended your property to clear up the blockage, however, they were unsuccessful. It was established that the claim required trace and access which is unfortunately not covered under your home emergency policy. We appreciate that there was a slight delay in receiving the engineer's report, so we do apologise for the inconvenience this caused you. Once the home emergency team had received the report, they contacted you to discuss the decline and advised you to speak with the building and contents claim line. We understand that you have not yet made a claim under your home insurance policy. Nonetheless, your complaint has been logged and your comments will be fully investigated by our delegated claims handlers, Trinity. Please note that you will receive an acknowledgement letter within 5 working days and a final response within 8 weeks. If there is anything else we can help you with in the meantime, please contact us directly. We are available at homereviews@policyexpert.co.uk. Thanks, Nisha

Posted 1 year ago

“Simply appalling in every respect after having to claim on storm damage.Srill not settled 10 months later.”

Helpful Report

Posted 1 year ago

Good Afternoon, We appreciate you taking the time to outline your concerns to us. Our claims team Trinity have advised that a cash settlement was offered to you, however, you did not accept this. We understand that you have escalated this to the Financial Ombudsman, Trinity will communicate with them directly to resolve this matter accordingly. Thanks, Nisha

Posted 1 year ago

Policy Expert is rated 4.7 based on 19,527 reviews