Policy Expert Reviews

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

4.7 Rating 20,131 Reviews

96 %

of reviewers recommend Policy Expert

Company Reviews

Metrics

Info

4.7

Based on 20,131 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

“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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year ago

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

Helpful Report

Posted 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year ago

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

Helpful Report

Posted 1 year 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 1 year ago

“having set up a home insurance policy with you I have now been refused insurance on my newly purchased new car. Having been given no reason although my wife and I both have an unblemished driving record we are seniors so maybe it is age discrimination !!!”

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

“The policy and schedule document were cleverly cross-referenced in such a way as to lead you to believe that a section was covered, when in fact it was not. Misleading.”

Helpful Report

Posted 1 year ago

Hello, Thanks for taking the time to leave your review. When it comes to your policy documents, your schedule contains an outline of the cover provided. This outline will state what level of cover you have chosen, it will state if you have chosen to add an element of accidental damage cover, it will show named policyholders, and so on. Your policy wording document, however, specifically goes through your policy in far more detail. Having listened to your recent call with us, you asked to check if a certain event was covered. You also confirmed you weren't aware of how the event happened. The agent you spoke to outlined the level of cover you had chosen when taking out the policy and that, unfortunately, there was no cover in place for the event you mentioned. 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. Thanks, Darran

Posted 1 year ago

“It's true that Policy Expert are quite easy and inexpensive when paying for their Insurance Policy as I have done for three years but don't have an accident claim My computer was damaged in February this year and following details of evidence by email almost too many to count I was met by nothing but excuses to meet my modest claim After five months of complaint by phone and email I called on the assistance of the Financial and Insurance Ombudsman Service Within a few days this had the desired effect and a week later a cheque to meet part of the claim However to date although they had agreed to pay £46 "goodwill money" this has not been paid Running true to form there is an excuse. Take my advice don't touch this Company it's nothing but trouble”

Helpful Report

Posted 1 year ago

Hello David, Thanks for taking the time to leave us a review. Having spoken to our claims team at Trinity about your case, they confirmed a claim was logged on February 13th relating to a damaged computer that you had already gotten replaced. The relevant documents were posted to, and received by our claims team. After this, they began discussing the claim with you. As you preferred not to use the portal for communicating, emails and calls were the only other options. As you had already replaced the computer, Trinity asked for you to provide images and a report from the company that you had taken it to. This request was made on the 03rd of March but Trinity confirmed they have not yet received this information. Trinity advised us they settled the claim based on a like-for-like replacement plus a gesture of goodwill. This was discussed, and accepted by you, over the phone. As you have raised a complaint with the Financial Ombudsman Service (FOS) we can confirm that any final decision rests with them and we will fully co-operate with their review or decision. 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

“Never have I had such a disappointing experience with an insurance company ever in my life! I had my car insured with them and on this one occasion, a lady backed into my car in a car park. She admitted full responsibility and was very apologetic. We reported the claim to PE and after a long 4 months of the lady then retracting her claims of responsibility, my supposed insurance company concluded it was my fault and made me pay £350 excess and then had the audacity to terminate my policy!! I feel completely let down by a company that is supposed to have your interests in hand. My husband and I were witnesses to the incident and she was alone yet her insurance company was obviously much more competent and able to run rings around Policy (not so) expert. If I were to give you any sound advice, AVOID at all costs unless you want to be screwed over.”

Helpful Report

Posted 1 year ago

Hello Louise, Thanks for taking the time to leave us your review. We tried to contact you to see how we can help. Please let us know if there’s a better time to chat or give us a call on 0330 0600 602 You can also email us at motorreviews@policyexpert.co.uk. Thanks, Amy.

Posted 1 year ago

“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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year ago

Policy Expert is rated 4.7 based on 20,131 reviews