Policy Expert Reviews

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

4.7 Rating 20,370 Reviews

96 %

of reviewers recommend Policy Expert

Company Reviews

Metrics

Info

4.7

Based on 20,370 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	Email, Telephone, 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 3 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“My policy was automatically renewed without me being given enough time to compare prices. Money taken from account. Very frustrating and I have had to contact them to tell them not to do this next year.”

Helpful Report

Posted 7 years ago

Good evening, 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 via email/letter roughly 30 days prior to 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 your policy and take payment. Therefore, as we did not hear from you, your policy with us automatically renewed and the payment was taken. Apologies if you feel this is not enough time to search for alternative insurance, however, sending a renewal reminder 30 days before the renewal date is standard within the insurance industry. I have looked into things for you and can see that things have now been resolved for you. However, if you wish to discuss this further, or if there is anything else we can assist you with, please do not hesitate o get in touch on 0330 0600 632. Thanks, Hannah.

Posted 7 years ago

“The first time of calling was enough almost to put me off Policy Expert when Ebenezer was unable to deal with a policy renewal and arranged for someone to call me back. The woman who phoned was determined not to understand that, far from my giving her my personal details, I needed to know she was phoning as an employee of Policy Expert. I gave up. I tried again and this time found the consultant to be helpful and I was able to renew the policy. However, I now find that no printed material will be sent and I am obliged to download and print the not-printer-friendly documents. This does not please me. I also instructed on the phone that I did not want any marketing literature but see that I have to send another message by email to ensure this.”

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Posted 7 years ago

Good morning, Thank you for leaving us a review. I am sorry to hear that you're unhappy with your recent experience with us. I have looked into things here and can see that when you originally called us, you got through to the wrong department, therefore, my colleague (Ebeneezer) confirmed he would transfer you to the correct team. At this stage, you confirmed you did not wish to hold and requested a call back. When my other colleague returned your call, unfortunately, you would not complete security with us and we therefore could not continue with the call. However, I note that you stated we would not confirm where we were calling from, this is something we would certainly look to do and I have therefore requested that this call is listened too. I'll be in touch once I have the outcome of this call review. Regarding your documentation, we do not post documentation to customers with an email address as all of your policy documentation is stored on your online account and you are able to view this at any time. This is due to us being an online based company and it’s also our way of doing our bit for the environment. Please note that if you requested not to be sent marketing information on the phone, then this request would have been actioned and there would be no need to re-request this by email. I'll be in touch regarding things shortly, however, if there anything else I can assist you with in the meantime, please do not hesitate to get in touch on 0330 0600 632. Thanks, Hannah.

Posted 7 years ago

Good morning, Thank you for leaving us a review. I am sorry to hear that you're unhappy with your recent experience with us. I have looked into things here and can see that when you originally called us, you got through to the wrong department, therefore, my colleague (Ebeneezer) confirmed he would transfer you to the correct team. At this stage, you confirmed you did not wish to hold and requested a call back. When my other colleague returned your call, unfortunately, you would not complete security with us and we therefore could not continue with the call. However, I note that you stated we would not confirm where we were calling from, this is something we would certainly look to do and I have therefore requested that this call is listened too. I'll be in touch once I have the outcome of this call review. Regarding your documentation, we do not post documentation to customers with an email address as all of your policy documentation is stored on your online account and you are able to view this at any time. This is due to us being an online based company and it’s also our way of doing our bit for the environment. Please also note that if you requested to be opted out of marketing with our agent over the phone, then they would have arranged this and there is therefore, no need to re-request this via email. I'll be in touch regarding things shortly, however, if there anything else I can assist you with in the meantime, please do not hesitate to get in touch on 0330 0600 632. Thanks, Hannah. EDIT: We have had the call in question listened to and can confirm that when our agent called you, she did confirm that she was calling from Policy Expert and unfortunately, as previously stated, you were unwilling to complete security with us, meaning that we could not proceed with the call. As confirmed, if you wish to discuss this further, or if there is anything else we can assist you with, please do not hesitate to give our customer service team a call on 0330 0600 632.

Posted 7 years ago

“Tried to make addition to policy but went through automatically. Took money a week before new policy starts. Not easy to stop auto renewal (no facility on website). Policy itself very good/comprehensive.”

Helpful Report

Posted 7 years ago

Good morning, Thanks for taking the time to leave us a review. I have looked into things for you and can see that we contacted you via email roughly 30 days prior to 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 your policy and take payment. Therefore, as we did not hear from you, your policy with us automatically renewed and the payment was taken. We also explained that we would automatically renew your policy (and take payment) 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. Therefore, if any changes are required, or if you wished to include anything extra, you'd need to contact us prior to the renewal date in order for us to give you an updated quotation. As your policy is in its renewal period, your account is currently with our renewals team. I have therefore forwarded your details through to them to notify them of your comments and request that they get in touch with you to discuss things. Someone will be in touch shortly, however, if there is anything else I can assist you with in the meantime, please do not hesitate to get in touch on 0330 0600 632. Thanks, Hannah.

Posted 7 years ago

“I've not really had any contact with them as I haven't made a claim. I am a bit upset that the money for the renewal was taken out of my account 5 days before the renewal date!”

Helpful Report

Posted 7 years ago

Good morning, Thank you for leaving us a review. We automatically renew your policy (and take payment) 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 will have been explained in the renewal invite that we sent to you. 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 on 0330 0600 632 or email ask@policyexpert.co.uk. Thanks, Hannah.

Posted 7 years ago

“Messed up my insurance and wouldn't match the online quote which was extremely annoying and costly.”

Helpful Report

Posted 7 years ago

Good morning, Thank you for taking the time to leave us a review. I am really sorry to hear this. In order for us to work out what's gone on here, we are going to need to get things investigated. I will therefore get this done for you now and be in touch once I have heard back from the relevant teams. If there is anything I can help you with in the meantime, please do not hesitate to get in touch on 0330 0600 632. Thanks, Hannah.

Posted 7 years ago

“renewed my insurance”

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Posted 7 years ago

“gave me a decent renewal price”

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Posted 7 years ago

“Phone call regarding renewal was dealt with professionally.”

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Posted 7 years ago

“Never had any problems”

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Posted 7 years ago

“I wonder why we have insurance because I've never had a claim I had a leak water pouring into my kitchen from the roof. You said I wasn't insured for for this event so I paid myself but on renewal you asked who did job & the companies insurance why you wouldn't do it”

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Posted 7 years ago

“Rang when they said they would.”

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Posted 7 years ago

“would make me happier if they rewarded loyalty”

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Posted 7 years ago

Good morning, Thanks for taking the time to leave us a review. We always try and keep our premiums as low as possible, I can see once we have spoken with you and gone through the relevant questions we have managed to lower your premium for this years renewal. If there is anything further you wish to discuss or have any queries please get in touch with our customer services team on 0330 0600 632, we will be more than happy to help. Thanks, Vicky

Posted 7 years ago

“My policy has reduced so I’m happy with the price I pay, however when calling through to amend my policy the call handler I spoke to kept speaking over me at one point I had to say ‘Hold on, hold on, can I actually speak?’ Not impressed with the customer service, I suggest you listen back to the call.”

Helpful Report

Posted 7 years ago

Good morning, Thank you for taking the time to leave us a review. We pride ourselves on excellent customer service and would therefore like to apologise for the fact that you felt the agent you dealt with was speaking over you and not listening. I can assure you that we do not take feedback such as this lightly, and this will therefore be picked up internally. Thank you again for leaving a review and for bringing this to our attention. If you would like to discuss this further, or if there is anything else I can assist you with, please do not hesitate to get in touch. Thanks, Hannah.

Posted 7 years ago

“Good pricing, comparable to last year”

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Posted 7 years ago

“Efficient Service”

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Posted 7 years ago

“It stays the same everyone year . It doesn’t come with any sort of bonus or credit .”

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Posted 7 years ago

Good morning, thank you for taking the time to leave us a review. We assess our premiums based on a number of factors such as your years of no claims, consecutive years insured and the circumstances within your home. We currently do not offer any sort of credit for repeat customers as we take a fair and accurate risk assessment in order to calculate your premiums, whether that be for a new customer or for a returning customer. Hopefully, this clears up any confusion, if you would like to discuss this further feel free to contact our customer service team via the phone, live chat, email or social media. Thanks, Georgie

Posted 7 years ago

“Online booking was easy peesy, have yet needed to speak to them so unable to comment on service”

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Posted 7 years ago

“Answered our questions with sufficient information to help us make a decision about our insurance policy”

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Posted 7 years ago

“REASONABLE PRICE”

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Posted 7 years ago

“Easy to set up a new insurance and cancel previous one. Very informative and helpful. Only drawback was I had emails stating my policy cancelled, but it was unclear which policy whether my old one or new one. Presume old one but no indication on email.”

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Posted 7 years ago

Policy Expert is rated 4.7 based on 20,370 reviews