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

“Easy to deal with & competitive but what about claims? My FREE legal cover proved worthless. Why? After buying a new vehicle which proved troublesome, they rejected my claim for legal support. After having given the supplier 10 months to fix recurring defects I wanted to return the vehicle and get my money back. The supplier refused and Policy Expert wouldn't take the case because I hadn't told them with 90 days of the first complaint.”

Helpful Report

Posted 5 years ago

Good Morning, Thank you for taking the time to leave us a review. Firstly, I am pleased to hear that you find out services easy and competitive. However, I am sorry to learn that you are unhappy with the outcome of your legal assistance claim. We will always review claims in-line with the cover provided by the policy, and in order for us to assist with legal claims, we do need to be notified of any circumstance that may lead to a claim, within 90 days. I appreciate that this may not be what you were expecting and I apologise for any inconvenience caused. If you would like to discuss this further, or if you have any additional concerns, please do not hesitate to contact me via telephone, email, live chat or social media. I'll be happy to help. Thanks, Jasmine

Posted 5 years ago

“Very sneaky, had the money out of my account several days before the renewal date.”

Helpful Report

Posted 5 years ago

Good Afternoon, Thank you for taking the time to leave us your feedback. We look to automatically renew your policy 3-5 days before the renewal date to ensure that the payment is successful. This is also to ensure that we do not leave our customers without cover unknowingly in case there are any issues with processing the payment. This would have been explained in the renewal invite that we send roughly 30 days prior to your renewal date. I apologise if you felt this process was deceiving and for any inconvenience caused. If you'd like to discuss this in any further detail, please do not hesitate to email me at ask@policyexpert.co.uk. Be sure to highlight your email for my attention so I can pick this up right away. Thanks, Jasmine

Posted 5 years ago

“Previously would of rated (Very Good) After an automatic renewal took place on my 3rd year of being with you. I noticed you had my property down a a 3 Bedroom End Terrance, where it should of been Semi- detached. after the update was applied your customer service agent said you were no longer able to provide cover??????????? great way to treat a customer after 2 years of loyalty.”

Helpful Report

Posted 5 years ago

Good Afternoon Mr Maiden Thank you for taking the time to leave us a review. It's great to hear that you were happy with us, however, I am sorry that us being unable to offer you cover has changed that. As we are a broker, we work with various different insurers and unfortunately, are unable to confirm a specific reason for being unable to offer you a quote as there are many factors that could contribute towards the decision. This could be the postcode area, the type of property you have etc. Once again, I do apologise for the inconvenience this has caused you and if you do wish to discuss this further or if there is anything else I can help you with, please contact me directly. I am available via phone or you can email me at ask@policyexpert.co.uk and mark it for my attention. Thanks, Nisha,

Posted 5 years ago

“Disappointed with service. Never claimed before and recently claimed for broken back door lock repair - only £125 after excess paid and so far not having much luck.”

Helpful Report

Posted 5 years ago

Good Morning, Thank you for leaving us a review. I'm sorry to hear that you're not entirely satisfied with the outcome of your claim. As defined by our policies, the excess is the first payment of any claim and is deducted from any cash settlements that we pay. I apologise if this was unexpected and for any inconvenience it may have caused you. I understand our claims team are waiting to hear back from you about the settlement of your claim. If you'd like me to arrange a call back for you, please contact me via email, live chat or social media. Alternatively, you can call them directly on 0330 0600 633 if you'd prefer. Otherwise, if you have any further concerns, or if there is anything else that I can help you with, please do not hesitate to get in touch. Thanks, Jasmine

Posted 5 years ago

“I was going to change this year because you were £60 dearer than other companies for the same thing, but you already took the money from my account. I have never had to use insurance for anything but it keeps on creeping up in price. I would like yourselves to review this and give me a saving”

Helpful Report

Posted 5 years ago

Good Morning, Thank you for taking the time to leave us a review. I have had a look into things and I can see that we contacted you roughly 30 days prior to your renewal date confirming that your policy was due to renew. In this correspondence we confirmed that we will automatically renew your policy (and take payment) 3-5 days before the renewal date to ensure that the payment is successful. This also ensures that we do not leave our customers without cover unknowingly in case there are any issues with processing the payment. I am sorry to hear that your policy premium increased at renewal. Unfortunately, even if you have not claimed, an increase is sometimes unavoidable and due to many different reasons. As requested, in order for you to discuss your renewal further and review your future cover, I have arranged for somebody on our renewals team to get in touch. However if you have any further concerns you wish for me to address in the meantime, please do not hesitate to contact me via telephone, email, live chat or social media. I'll be more than happy to help. Thanks, Jasmine

Posted 5 years ago

“I’m sorry to say I have to say, I wasn’t happy that Policy Expert gave me no notice of renewal until an email arrived to say they had taken the money from my bank account without notice. For this reason I would not recommend them, this is not good practice, I had no notice of amount to renew or chance to review my policy”

Helpful Report

Posted 5 years ago

Good Afternoon, Thank you for taking the time to leave us a review. I have looked into things for you and can see that we contacted you 30 days prior to your renewal date confirming that your policy was due for renewal. We send our renewal invites 30 days before our policies expire to allow our customers plenty of time to review their cover, shop around, make any changes and opt out of renewing should they wish. However I am sorry to hear that your policy renewed unexpectedly, and I apologise for any inconvenience this may have caused. Moving forward, if you wish to review your renewal or discuss your policy in any further detail, our renewals team will be happy to help - they can be contacted on 0330 0600 648. Thanks, Jasmine

Posted 5 years ago

Good Afternoon, Thank you for taking the time to leave us a review. I have looked into things for you and can see that we contacted you 30 days prior to your renewal date confirming that your policy was due for renewal. We send our renewal invites 30 days before our policies expire to allow our customers plenty of time to review their cover, shop around, make any changes and opt out or renewing should they wish. However I am sorry to hear that your policy renewed unexpectedly, and I apologise for any inconvenience this may have caused. Moving forwards, if you wish to review your renewal or discuss your policy in any further detail, our renewals team will be happy to help - they can be contacted on 0330 0600 648. Thanks, Jasmine

Posted 5 years ago

“All great except a rude female who provided a quote”

Helpful Report

Posted 6 years ago

Good morning, Thank you for taking the time to leave us your feedback. I'm really sorry to hear you were not happy with the service you received, we would not expect any rudeness from our team. I understand you have since spoken with one of our service managers regarding this but if there is anything else you wish to discuss or have any queries at all please don't hesitate to contact our customer services team and we will be more than happy to assist. Thanks, Vicky

Posted 6 years ago

“Did not want it to auto renew but it did anyway plus it goes up 10% year on year. Will not be using next year.”

Helpful Report

Posted 6 years ago

Good morning, Thank you for taking the time to leave us a review. We usually send out your renewal correspondence around 30 days prior to the expiry date of the policy, this is to allow you time to review the cover, shop around, make any changes or opt out of renewing. I am sorry to hear you were not expecting this to renew and that there was a slight increase. A premium could change as a result of claims, changes or the risk to the insurer. If there is anything you wish to discuss further please don't hesitate to contact our customer services team and we will be more than happy to assist. Thanks, Vicky

Posted 6 years ago

“I knew my policy was coming up for renewal and was going to look and compare prices but before my renewal date Policy Expert just went and renewed it without first informing me. So whilst I will stay this time maybe next is different.”

Helpful Report

Posted 6 years ago

Good morning, Thank you for leaving a review. We usually send out your renewal correspondence around 30 days prior to the expiry date of the policy. This is to allow you time to review the cover, shop around, make any changes, opt out of renewing, etc. In this correspondence, if your policy is due to auto-renew, it states we take the premium around 5 days prior to the expiry date of the policy. We take payment a few days early so that if there are any issues with the processing or payment we have a few days to rectify the issue without leaving the property with no cover. I want to thank you for staying with Policy Expert for another year, if you have any queries or wish to discuss this further at all please don't hesitate to contact our customer services team by phone, text, email, live chat or social media. We will be more than happy to help. Thanks, Vicky

Posted 6 years ago

“Wish I hadn't got involved with these people”

Helpful Report

Posted 6 years ago

Good afternoon, Thanks for taking the time to give us your feedback. I am sorry to hear you've not been happy with the experience you have had with us. I have taken a look into your account and sent you over a direct email to request some further information. As soon as I have heard back from you we will be looking into what has happened here to get this resolved. Thanks, Vicky

Posted 6 years ago

“Not happy as my home insurance does not start until 28th you have taken the money out 3 day's before”

Helpful Report

Posted 6 years ago

Good Morning, Thank you for taking the time to leave us a review. I have had a look into things and I can see that we emailed you a renewal invite 30 days before your policy was due to renew. This invite explained that we will automatically renew your policy (and take payment) 3-5 days before the renewal date to ensure that the payment is successful. We also do this to ensure that we do not leave our customers without cover unknowingly in the event of any unforeseen circumstances. However I apologise if this was unexpected, or caused you any inconvenience. If you wish to discuss this in further detail or have any other questions, please do not hesitate to contact our team on either 0330 0600 648, or ask@policyexpert.co.uk. Thanks, Jasmine.

Posted 6 years ago

“Still waiting for my Policy Documents....Renewed 6/1/2019.....”

Helpful Report

Posted 6 years ago

Good morning, Thanks for leaving a review. We don't automatically post your policy documents if you have registered an email address with us. I have, however, posted your policy documents out to you today, they should be with you within 3-5 working days. If there is anything else you need please don't hesitate to contact us via phone, text, email, live chat or social media and we will be more than happy to help. Thanks, Vicky

Posted 6 years ago

“Rang up with some details to change to my renewal, as had got the letter through, and a Couple of things had changed very recently. Guy said he would check with underwriters and get back to me - hopefully that afternoon. Well it’s now a full week and day later and no call back. = no insurance.”

Helpful Report

Posted 6 years ago

Good morning, Thanks for taking the time to leave us a review. I would like to apologise that you have not yet been contacted. I have chased this up with our renewals team, someone will be in touch to discuss this further today. If there is anything else you need please don't hesitate to contact our customer services team on 0330 0600 632. Thanks, Vicky

Posted 6 years ago

“Would have been nice to know you were taking a large amount of money out of my currant account before hand , no notice what so ever no E,mail , no phone call , no letter , no excuse , very bad practise , and just after the most expensive time of the year , you could have got me in real debt with the Bank .”

Helpful Report

Posted 6 years ago

Good morning, Thank you for your review. I have looked into things for you and can see that we contacted you 30 days prior to your renewal date confirming that your policy was due for renewal. In this correspondence, 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. However, we apologise if this has caused you any inconvenience. I have looked into things and can see that you've spoken with us since leaving this review and that things have been resolved for you. However, if you would like to discuss this further, or if there is anything else we can assist you with, please do not hesitate to get in touch via telephone on 0330 0600 632, via email: ask@policyexpert.co.uk or via live chat which is available on our website. Thanks, Hannah.

Posted 6 years ago

“Very disappointed that you do not ask if we would have liked to renew policy. Taking payment a week before policy is due seems a some what out of order. So more that a little put off from renewing next year!”

Helpful Report

Posted 6 years ago

Good morning, Thank you for taking the time to leave us a review. We send out all our renewal correspondence 30 days before your policy is due to expire, detailing your premium, cover levels and the fact your policy will renew 5 days early. This is so If any payment issues arise, we have time to rectify these to prevent leaving you without cover. If you would like to discuss this further or if there is anything else we can help with please do not hesitate to reach out to our customer service team. Thanks, Georgie

Posted 6 years ago

“My property was damaged by a snowstorm and was horrified to learn that snow and wind damage wasn’t covered in my policy. After reading small print further I discovered frost damage wasn’t covered either, I feel it was a waste of time insuring as storm damage of any kind doesn’t seem to be covered. Definitely read the small print before you buy.”

Helpful Report

Posted 6 years ago

Good afternoon, Thank you for leaving us a review. I am sorry to hear that your property has recently been damaged. It is outlined in our policy wording that in order for a storm damage claim to be accepted, the winds need to reach Force 10 on the Beaufort Scale - this is common with most home insurers out there. Apologies that we are unable to assist you on this occasion, and good luck with getting things sorted. If you would like to discuss this further, or if there is anything else we can assist you with, please do not hesitate to get in touch via telephone on 0330 0600 632, via email: ask@policyexpert.co.uk or via live chat which is available on our website. Thanks, Hannah.

Posted 6 years ago

“I have had the misfortune to make 3 claims in the past 3 years, the last claim for a burst pipe took 6 months to resolve, which is much too long, the previous claims also took a long time to resolve. Dealing with Trinity is a pain, having to make numerous phone calls to them to find out what was happening!”

Helpful Report

Posted 6 years ago

Good morning, Thank you for taking the time to leave us a review. I am sorry to hear you have not been happy with our claims process. We will always do our best to make claiming on your policy as quick and stressfree as we possibly can. Unfortunately, depending on the nature of the claim this can sometimes affect the timescale subject to the works that need to be completed. If you would like to discuss this further or you have any additional questions please do not hesitate to reach out. Thanks, Georgie

Posted 6 years ago

“I have found them quite unhelpful when trying to claim. The price quoted for renewal did not include the 'extras' that I previously included in my policy. When trying to stop the auto-renewal, they made it as difficult as possible to do so.”

Helpful Report

Posted 6 years ago

Good afternoon, Thank you for leaving us a review. I am sorry to hear that you found us unhelpful when trying to claim. If you'd like this side of things looking into further, please get in touch with us to give us some further details regarding this. Regarding your renewal, the home emergency policy is only free for the first policy year, however, this cover can be included for the following year for just £9.95. To confirm, you would have still received free legal expenses cover. I apologies if you felt that we made it difficult to opt out of automatic renewal, I'll certainly get your call listened to in order to ensure we followed the correct process here. If you would like to discuss this further, or if there is anything else we can assist you with, please do not hesitate to get in touch via telephone on 0330 0600 632, via email: ask@policyexpert.co.uk or via live chat which is available on our website. Thanks, Hannah.

Posted 6 years ago

“Renewal notice not sent, but money taken from credit card I do not use anymore without consulting with me”

Helpful Report

Posted 6 years ago

Good morning, Thank you for leaving us a review. I have looked into things for you and can see that we contacted you 30 days prior to your renewal date confirming that your policy was due for renewal. In this correspondence, 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 see that you've spoken with us since the renewal was processed and that you've decided to keep the policy in place with us. However, if you would like to discuss this further, or if there is anything else we can assist you with, please do not hesitate to get in touch via telephone on 0330 0600 632, via email: ask@policyexpert.co.uk or via live chat which is available on our website. Thanks, Hannah.

Posted 6 years ago

“i didnt like the fact that you have not sent me a quote for 11 december when this years policy runs out you have automatically taken money off the card i used last year to proceeded to sign me up again with you but hadnt notified me first. i do not the same thing happening this tiume next year i want time to find a cheaper quote so please do not automatically renew my policy in december 2019 without contacting me first.”

Helpful Report

Posted 6 years ago

Good afternoon, Thanks for your review. I have looked into things for you and can see that we contacted you roughly 30 days prior to your renewal date confirming that your policy was due for renewal. In this correspondence, 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 have sent you an email regarding this now in order to get things resolved for you. Thanks, Hannah.

Posted 6 years ago

Policy Expert is rated 4.7 based on 20,130 reviews