Policy Expert Reviews

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

4.7 Rating 19,571 Reviews

96 %

of reviewers recommend Policy Expert

Company Reviews

Metrics

Info

4.7

Based on 19,571 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 13th February 2023

Anonymous // 01/01/2019

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

“I am disappointed in the way that your company has used such a sharp practice by taking monies from my account a week before it needed to, Charging me 50% more than a competitor, not giving me the opportunity to cancel before the renewal date. When I contacted your company to sort the problem out I selected renewals and was told that they wouldn’t be able to deal with me they offered to put me through to someone else but I waould have to wait an inordinate amount of time to be dealt with. Very poor. I will not be using you again and I will post my views about your company on social media.”

Helpful Report

Posted 6 years ago

Good afternoon, thank you for taking the time to leave us a review. I have checked your account with the details provided and I can confirm we did send out your renewal correspondence 30 days prior to your renewal date. This includes all price information and notice that we will take payment 5 days in advance. This is so should any payment issues occur, we have time to resolve these to ensure you aren't left without cover. I am sorry to hear you weren't happy with the service provided by our renewals team. I have logged your feedback with the relevant department. If you would like to discuss this further or have any further queries, do not hesitate to contact our customer service team. Thanks, Georgie.

Posted 6 years ago

“Policy cancelled by policy expert due to building work on property.”

Helpful Report

Posted 6 years ago

Good afternoon, Thanks for taking the time to leave us a review. I am sorry to hear that we were unable to continue with your insurance policy on this occasion. When you've had (or are planning to have) building work done at your property, it is our duty to ensure that the policy you hold is still suitable for your requirements. A way in which we do this is by sending off all of the relevant information to your insurers, they will then review things and ensure that the policy you hold is still appropriate. In some cases, the building work will be outside of the insurers acceptance criteria and they will therefore advise that they are unable to offer further cover. I would like to assure you that this is for your own protection as we would not want to provide you will a policy that is no longer suitable for you, this cancellation does not need to be declared to any future insurers. I hope this clears things up for you, however, if you're still unsure about anything, or if there is anything else I can assist you with, please don't hesitate to get in touch. Thanks, Hannah.

Posted 6 years ago

“Was conned into taking out "Emergency home cover" ,all the documents we received indicated it was part of our insurance policy. We've just had a leak and called them up to get it fixed. I'm sat here 3 days later still waiting for running water with 2 young kids. Obviously emergency cover and repairs is something different to what I had thought. Anyway, called them up and they called back in a bit saying the plumber would be with us soon, this was on Sunday. Then called back several hours later to say the plumbers van had broken down and they'd arrange another plumber. Monday morning (all day Sunday and Sunday night with no heating/ water) they called back to say the plumber would be with us between 9 and 12. I work nightshift, so although this was disruptive I would just have to go with it. Monday morning they called again to say it would be between 1 and 6. I'm sure you can see where this is going...lol Eventually the plumber turned up. Nice enough guy, got on with it. I had to go and get the kids from school so left him to it. When I got back he'd stopped working and told me I had to call the insurance people as he wasn't authorised to do any more work as it was going to take longer/cost more they arranged with my insurer. I called them and was told my emergency cover would only cover £250 of work. Basically a call out and about an hour of this guys time. If I wanted him to go further it would cost me another £170 there and then. What could I do. No running water!! So I paid up. I then had to HELP the plumber get to the pipework. He chopped bricks out of the external wall and floorboards were cut and taken up to eventually get to the leak....which he then didn't have the tools to fix and would come back tomorrow. I called the insurer and asked how I would go about claiming for the damage made getting to the leak and why am I now looking at 3 days with no water. I was told they wouldn't cover the cost of any repairs caused by damage fixing the leak....i'd have to go through my buildings and contents cover which is a separate policy. WHAT!!! So i'd have to pay £200 excess on my buildings and contents policy on top of the £167 I'd already paid to recover the cost of any repairs!! To say I'm not happy and have been mislead (the paperwork I have doesn't say anything about not repairing damage or the emergency cover being a separate policy...apparently- I've been told by them, I need to read the small print by going online and looking through the policy (with my law degree I'm sure it will be totally clear to me- I'm being sarcastic by the way). So here I am writing this with holes in my wall and floor, no cold water mains feed and waiting for the plumber. Who they have phoned to tell me is running late, wont tell me when he is coming and has brake problems with his van (do they only sign up plumbers with transport issues?) It would have been cheaper and quicker if I had just picked a plumber out of the phone book. Thanks POLICY EXPERT- you rock. Of course you don't this is an extremely poor EMERGENCY service where every excuse under the sun is used. What do you care, you've had annual payments from us for the last 3 years and additional payments because the cover I've purchased from you is not as sold or fit for purpose. Obviously I won't be renewing and will be as vocal as I can to let anyone I know how poor your service is. AVOID AT ALL COSTS...WILL RIP YOU OFF, ADD IN CHARGES AND STILL NOT FULFILL THEIR POLICY.”

Helpful Report

Posted 6 years ago

Good afternoon, Thank you for leaving us a review. I am sorry to hear that you're unhappy with how things have been dealt with. I would like to confirm that the home emergency policy we offer is a stand alone policy and therefore, separate from your home insurance policy. You would have been advised of this when the policies were taken out/renewed. The home emergency policy is an emergency only policy and therefore solely designed to stop any further damage occurring, the policy is not designed to entirely repair/resolve any damage caused as a result of an issue you may have. The policy has a limit of £250 per claim, and again, this would have been advised to you before the policy was put in place. If the issue you're trying to claim for is more than this amount, the home emergency team will give you the option to pay the difference. If the home emergency team have done all that they can to resolve the issue and prevent further damage occurring, but you still wish for the current damage to be repaired, you can then look to claim on your actual home insurance policy. As confirmed, this is a separate policy and therefore has it's own separate excess. I hope this clears things up for you slightly. I have, however, raised a formal complaint for you our end, our complaints team will do a full investigation of things and then be in touch with you directly. If there is anything else we can assist you with in the meantime, please do not hesitate to get in touch. Thanks, Hannah.

Posted 6 years ago

“What a nightmare ! Rang and made some amendments to existing policy at renewal. Received email cancelling, tried to get help. Useless”

Helpful Report

Posted 6 years ago

Good afternoon, Thank you for taking the time to leave us a review. If you call us to make changes to a policy that has already renewed, we will need to set up a new policy on the correct basis and cancel the old one. I have sent you an email regarding this to explain things further. I hope this clears things up for you, however, if you wish to discuss this further, please do not hesitate to get in touch. Thanks, Hannah

Posted 6 years ago

“Where to start.....I asked for no automatic renewal, only to find I got debited the full amount of the premium the week before my old policy ended. I rang up to complain only to be told that because my property is five acres they won't insure it! Hello, what about last year's premium??? So basically, if the property burned down, I wouldn't of been insured because you don't insure property with land???? Answer yes😲”

Helpful Report

Posted 6 years ago

Good afternoon, Thanks for taking the time to leave us a review. As part of selling any insurance policy, we ask customers to review and accept our terms and conditions. This includes specific reference to automatically renewing their policy should they be eligible for us to do so and how to opt out of this at any point during the policy term without penalty of price differential. In addition to this, we notify customers of our intention to automatically renew them as part of the renewal invite, and again advise customers to contact us before their payment date if they want to opt out. Furthermore, customers have a 14 day cooling off period. This approach complies with the FCA ICOBS (Insurance Conduct of Business) rules and the overarching principle of being Clear, Fair and not misleading to all of our customers. Unfortunately, Elite Insurance Limited who used to fulfill Policy Expert products are no longer writing home insurance in the UK. Your property details and requirements were therefore reviewed by QEL, the new underwriters who confirmed that unfortunately, they were not able to adequately cover your circumstances and it fell outside of their underwriting acceptance criteria. Please be assured that this does not impact your previous cover, it is simply that we cannot provide you with a suitable renewal quotation. I hope this helps to explain thing further but if you have any further queries please don't hesitaste to give our customer services team a call on 0330 0600 632. Thanks, Vicky

Posted 6 years ago

“Decent people with a decent policy at a decent price”

Helpful Report

Posted 6 years ago

“My house was burgled on 10th March. I walked in with my 3 young children to a trashed house and my jewellery was taken. The police arrived and the necessary investigation was conducted. I Policy Expert contacted me and advised that as there was no forced entry and no violence and I was entitled to nothing. The burglars came through my sons window and because there was no damage I was told my claim would not be persued. So my question to them was if “I was sitting in my back garden and left my windows open on a very hot day and a burglar came though the front with no forced entry and no violence towards me took place and my possessions were taken” would my claim still not be accepted and there answer was yes. I work 2 jobs, pay my bills, taxes, mortgage, raise my kids and am a law abiding citizen and for what, to be told “sorry we can’t do nothing about it because your windows were not smashed or you we not beaten up. Do not under any circumstances use this unprofessional company. They have no empathy, are rude and basically just want your payments every month and read you out your terms and conditions when you put a claim in to get rid of you. I hope one day the owners of this company will feel the loss and pain that me and my kids have had to endure. To be frank I hope there company rots in hell.”

Helpful Report

Posted 6 years ago

Good afternoon, Thanks for taking the time to leave us a review. I am really sorry to hear what you have been through. With theft claims, most insurers will have an endorsement to state that signs of violent and forced entry to the property must be present as the door locks you have declared should be in full use if you are asleep in bed for the night or not in the property. I am really sorry to hear that on this occasion we were unable to assist, if you wish to discuss this further please contact our customer servcies team on 0330 0600 632 or email us at ask@policyexpert.co.uk. Kind regards, Vicky

Posted 6 years ago

“DON'T BUY CHEAP.i did and now regret it they don't pay out on sight forward claims.some tiles came of when beast from the east arrived and they said the wind wasn't high enough (90mph) how bad does it have to be.”

Helpful Report

Posted 6 years ago

Good afternoon, Thanks for taking to the time to leave us a review. I am sorry to hear you were unable to make a claim on this occasaion. In the event of a storm damage claim, there must be strom winds present of force 10 or above (on the internationally recognised Beaufort Scale). This is because winds of a lower force would not be classed as a "storm" by our claims handlers. If you wish to discuss this further or have any queries please don't hesitate to give our customer services team a call on 0330 0600 632 or email us at ask@policyexpert.co.uk. Thanks, Vicky

Posted 6 years ago

“Beware they are cheap and easy to buy but absolutely rubbish!! Beware they are cheap and easy to buy but absolutely rubbish if you need any help with actual problems and the claims!! I called Policy Expert(home emergency cover) about our boiler loosing pressure and as a result there was no heating, an engineer from RIGHTIO turned up and said there could be a leak in the Central heating system, shown him the access to the foundation through hatch(he himself lifted a few screws opened the hatch with my agreement and signature in a waiver) and went in checked and showed a picture of a leak and said he fixed it(apparently with no tools), within a few hours of him leaving boiler started dropping pressure again!!! Deja vu made another call to home emergency cover this time we had no heating during the red weather alert, another engineer from WALKER GAS turned up once the red alert is over, said it could be the water in the expansion pump, and ensured pumping the water out should fix it. I was quite clear to him that boiler is dropping pressure even when it is not on and still he blamed it on the radiator or the pipes but he was reluctant to go under the foundation to check. He also refused to lift a few screws to gain access to the hatch and wanted me(a 28 weeks pregnant women) to gain him access, I had to call my neighbour in an absolute despair and once we opened the hatch, he went under the floors and emerged out within 3 minutes saying there is no leak in any of the accessible part of the house and if there is any it has to be either under the tiled WC or the further part of the house for one side of the radiator valve where he couldn’t access. Given we have 6 radiators downstairs and they are in 5 different rooms, I don’t think I could have walked that fast around the pipe works overground. But he was so sure that his fiddling with the expansion pump should have fixed the problem. Unfortunately same story again, he left and boiler pressure started dropping! I phoned the Policy Expert again, this time I was forward to a company called Trinity claims(not my insurer!!!) explained them the situation and asked what options I have, Trace and access was their advice with their preferred supplier ‘SOS’ this time and that comes with a £500 excess paid in advance to secure the visit from them(my policy access is only £250). For my question of 'What if they don’t find a leak' answer was 'oh we will refund you the money!!' Not very trustworthy(!) I was curious and enquired about what if there are multiple leaks or leaks in the inaccessible parts of the house, oh we have all the latest technology to find them all in one go(Oh do you?!). And enquired about fixing the leaks once they find them, the answer is we will just give your insurer the report and then there will be a plumber from their preferred supplier to fix them and if there is more than one leak it will apparently be a different claim for each one of them. And after all this if they missed a leak during the Trace and access that will entirely be a different claim and another £500 from my pocket and these shenanigans all over again. I was fed up at this point asked them Policy Expert(or Trinity) to pause the claim and called Worcester Bosch directly(who is our boiler manufacturer). A gas engineer visited from them the very next day, the first thing he did was isolated the radiators and checked the boiler out thoroughly and identified it was actually the boiler losing water through the condensate pipe which was down to a faulty heat exchanger rather than any leaks, all this was diagnosed well within an hour of him turning up. OMG! What a difference it makes when you have people who are qualified and experienced turn up!! Even though it cost me £300 and Policy expert is not going to cover any of that, I was glad that someone can find out what is exactly wrong rather than a whole load of ifs and buts and demand of money prior to them turning up. Moral of the story, don’t trust Policy Expert or their customer service assistants or their experts’ advice. Almost all of them are waste of your precious time and money…”

Helpful Report

Posted 6 years ago

Good afternoon, Thank you for your review. I am sorry to hear that you've been unhappy with how things have been dealt with and for the fact that you found the engineers sent by our home emergency team unhelpful. I would like to confirm that the home emergency policy is designed to assist with an emergency and prevent any further damage being caused, it is not necessarily designed to fix the entire problem that you're having. This would be what your home insurance is for. Nonetheless, I would again like to apologise that you felt the engineers sent by the home emergency team did not assist to the best of their ability. Please note that Trinity is the name of the claims team (not the insurer), Policy Expert provides Trinity Claims with our full delegated authority in the handling of any claims submitted under the Policy Expert branded policies underwritten by Elite/QEL. I would also like to confirm that the trace and access cover under your home insurance policy is designed to trace and access any leak at your property, then the cover under the 'escape of water' section of the policy would cover any damage caused by the leak. If there are multiple leaks that are not caused by the same thing, then this would unfortunately, have to go down as separate claims. Please also note that the escape of water excess would be higher than your standard excess, this is standard with most insurers. I have unfortunately, been unable to locate your policy with the details left in this review, therefore, if you wish to discuss this further/raise a formal complaint with us, please either call our customer service team on 0330 0600 632 or email ask@policyexpert.co.uk. Thanks, Hannah.

Posted 6 years ago

“Tried to get a cover note for my new car but they said they could not give us one because the registration was not on the DVLA website I needed insurance cover to register my new car”

Helpful Report

Posted 6 years ago

Good afternoon, Thanks for taking the time to leave us a review. The system we use will only allow us to enter the vehicle registration in order to populate the vehicle details our end, unfortunately, we do not have a way of manually entering the make, model, engine size etc. If a vehicle has not been registered with the DVLA, then we would not have the vehicle details on our system, meaning when we enter the vehicle registration, no vehicle details will populate. Please note that you do not need insurance to register a vehicle, you only need the vehicle to be taxed. If you wish to discuss this further, please get in touch on 0330 0600 602. Thanks, Hannah

Posted 6 years ago

“I removed auto renew from the website as didn't request this to automatically renew. However I have received an email saying that it has been renewed and money has been taken from me. At no point have I received a phone call checking if everything is the same as last year. If I make a claim and things have changed the claim will be void so this should not have been renewed and I am very unhappy.”

Helpful Report

Posted 6 years ago

Good morning, thank you for taking the time to leave us a review. We contacted you via email/letter approximately 30 days before your renewal date confirming that your policy was due for renewal, in this email/letter we confirmed that if we did not hear from you, we would assume that you were happy for us to automatically renew the policy and take payment. Therefore, as we did not hear from you, your policy with us automatically renewed. You are unable to 'opt out' of automatic renewal online, therefore, this is why we would not have stopped your policy renewing. In order to stop the renewal going ahead, you would need to either call us or send us an email. I have sent you an email regarding this to get everything resolved for you. Thanks, Hannah.

Posted 6 years ago

“The first time ever I've had a company set up a credit agreement without my permission. Cancelled the policy immediately. I filled in the DD form for payment, so where does the credit agreement come into it? Never had that with mortgage, gas, electric etc. etc. Would not trust this crowd one bit.”

Helpful Report

Posted 6 years ago

Good afternoon, thanks for taking the time to leave us a review. It is common practice for insurance companies/brokers to use a third party company to provide a direct debit facility. A credit agreement is set up to ensure that you are aware of the Terms & Conditions of the agreement in place and ensure that you are informed of all relevant information regarding your monthly instalments. It is stated prior to you purchasing a policy that this will be the case. I hope this clears things up for you, however, if you're still unsure about anything, or if there is anything else I can assist you with please give us a call on 0330 0600 632. Thanks, Hannah.

Posted 6 years ago

“The cost of the policy more than doubled when I asked to pay monthly rather than annually, as before”

Helpful Report

Posted 6 years ago

Good morning, Thanks for taking the time to leave us a review. When paying for your policy via direct debit, the interest added would be around 10-15% so it wouldn't have been the fact that you were looking to pay via direct debit that has increased your premium like this. If there have been any changes to your circumstances or the risk of your property has increased, unfortunately, this can result in a premium increase. I can see that you have already spoke to us regarding this but please feel free to come back to us for a quote next year as our insurers regularly review our risk criteria and premiums. Thanks, Vicky

Posted 6 years ago

“Had Home Emergency Policy for my boiler. Noticed some two weeks ago that the hot water was not as hot as it used to be. I thought it was the freezing weather. Nine days after when I called to report the problem and seek help, I was denied on a technical ground that I didn't tell that at the 1st instance of noticing the problem. It struck me immediately that I was dealing with "Fraud Experts" Be warned in dealing with this company. They collected my premium for over 7 months.!”

Helpful Report

Posted 6 years ago

Good afternoon, Thanks for taking the time to leave us a review. The home emergency policy is designed to cover 'A sudden and unforeseen situation that needs to be dealt with quickly to prevent further damage'. If a situation has not been dealt with for over a week, it may not be deemed an emergency. I understand you have spoken to us regarding this but if you wish to discuss it any further or have any other queries please don't hesitate to call our customer services team on 0330 0600 632 or email us ask@policyexpert.co.uk. Thanks, Vicky

Posted 6 years ago

“I let them know our details had changed and they didn’t get back to me despite saying they would , had to call back and was on the phone for 40 minutes having to redo it all”

Helpful Report

Posted 6 years ago

Good morning, Thanks for taking the time to leave us a review this morning. I am sorry to hear that you did not receive the callback as expected. I can see we were having trouble getting hold of you so we had sent you the required confirmation by email instead. I would also like to apologise that you were kept on the phone for 40 minutes to change the cover you hold. Whilst we do have a duty to go through your policy requirements to ensure we are covering you correctly, we would not expect this to take longer than a few minutes (depending on the circumstances). I have passed your feedback on to the relevant parties to review the call you had. If there is anything that you are unsure of at all please don't hesitate to give us a call on 0330 0600 632, send us an email to ask@policyexpert.co.uk or live chat with us through our website (www.policyexpert.co.uk). Thanks, Vicky

Posted 6 years ago

“My friends mum died the day before we went on holiday and you didn't pay him the £350.00 he'd paid for his holiday when he cancelled after being devisatated by the loss of his mum. You would have thought it was thousands he'd asked for. So sorry what else won't you pay out for if you cannt honour a cancellation due to bereavement”

Helpful Report

Posted 6 years ago

Good evening, Thank you for your review. I believe you may be referring to a travel insurance policy which we would not deal with in this office. I have sent you an email regarding things in order to understand what's happened here. Please respond directly to my email in order for me to assist you further. Thanks, Hannah

Posted 6 years ago

“Hello to all those who have provided this company 2 stars and above. WAIT UNTIL YOU ATTEMPT MAKE A CLAIM! They are not even worth 1 star - so please stay away.”

Helpful Report

Posted 6 years ago

“Renewing automatically”

Helpful Report

Posted 6 years ago

Good morning, Thank you for your review. We contacted you via email/letter confirming that your policy was due for renewal, in this email/letter we confirmed that if we did not hear from you, we would assume that you were happy for us to automatically renew the policy and take payment. Therefore, as we did not hear from you, your policy with us automatically renewed and the payment was taken. I hope this clears things up for you, however, if you are still unsure about anything, or if there is anything else I can assist you with please call us on 0330 0600 632. Thanks, Hannah

Posted 6 years ago

“I think other reviews you see are bought for money. When you try to call for a claim they will spend more time to find a reason not to cover you than trying to help you”

Helpful Report

Posted 6 years ago

Hi there, Thanks for leaving us a review. I'm sorry to hear that you feel this way. I am keen to look into things for you, however, I am unable to locate a policy for you with the details provided. Please either give us a call on 0330 0600 632 or email ask@policyexpert.co.uk to enable us to investigate things for you. Thanks, Hannah

Posted 6 years ago

“Your computer changed all the details I submitted simply because we had another policy with you which had nothing to do with the details I had submitted”

Helpful Report

Posted 6 years ago

Policy Expert is rated 4.7 based on 19,571 reviews