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

“Im not happy at all that you have taken my payment out a week before my policy is due !!!!!!! Assuming im staying with your company, you did not inform me that it was up for renewal just incase i wanted to shop around for a different company you have made me over drawn !!!!!!!!! as i pay it in one lump sum”

Helpful Report

Posted 6 years ago

Good Morning Mr Ricketts Thank you for your review and your time on the phone this morning. I am glad we were able to explain our process and resolve your concerns and happy that you decided to stay on board with us. As explained over the phone, 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. If there is anything else I can help you with, please contact me directly, I am available via phone or you can email me and mark for my attention. Thanks, Nisha

Posted 6 years ago

“Stay Away Very Poor Like the previous review, stay away from this company. I called to inquire about a small problem with my garage and asked for advice. When I said that I have speakers in there that I occasionally use, they classed it as a Business and cancelled my insurance. I explained no need for that, but the "jobsworth" on the phone was adamant that he was cancelling my policy. Well because of that "jobsworth" I will never use you or any of your associated companies again, and will leave as many reviews and video blogs as I can to let people know how bad you are.”

Helpful Report

Posted 6 years ago

Good Afternoon, Thank you for taking the time to leave us a review. In order for a policy to be valid, any business use at the property needs to be correctly declared on an application for insurance. This is included but not limited to whether there are any visitors at the property, whether any business stock is kept at the property and whether there are any employees based there. As we have a mutual interest in ensuring that the property is correctly covered, we are unable to leave an unsuitable policy in place. Whilst I appreciate that this may have caused you some inconvenience, please do not hesitate to contact us on 0330 0600 600 if you have changed your mind in submitting an amended quote with us, or if you have any further concerns you wish for us to address. Thanks, Jasmine

Posted 6 years ago

“E-mailed policy expert to inform we were not re-insuring with them and nobody has replied to the E-mail confirming no money will be taken from my accounts. Not impressed!”

Helpful Report

Posted 6 years ago

Good Morning Mr Wright Thank you taking your time to leave us a review. I am sorry that you had no response to the email you had sent us yesterday. I can assure you that I have responded to your email and passed it over to our renewals team to action. If you do have further questions or if there is anything else we can help you with, please respond to the email and we will be more than happy to help. Thanks, Nisha.

Posted 6 years ago

“24/7 helpline my arse. It is Sunday, I have a leak and Policy 'Expert' are closed.”

Helpful Report

Posted 6 years ago

Good Morning Thank you for your review. I am sorry to hear you were unable to get through to us. I would like to look into this further for you so we can establish why you were unable to get through to us. As I have been unable to locate your account with the information left in your review, can you please forward me your details via email, telephone, live chat or social media? All of our contact details can be found on our website https://www.policyexpert.co.uk/contact/ I look forward to hearing back from you. Thanks, Nisha

Posted 6 years ago

“Something went very wrong with my septic tank. Policy expert and Catalyst Claims who they use left us with no services in the house for two weeks and never contacted us when they were supposed to EVER. They then came back and said. Based on the engineers ASSUMPTIONS as he couldn't see under ground. He thought that the installation MAY have been wrong 20 years ago but couldn't be sure although its good enough for them to deny the claim. I countered with what my engineer said. That the tractor that cut the grass although meant to be low ground pressure may have caused the damage which would be covered in accidental an (assumption but none the less no different to what they said). They countered with it wouldn't be covered as it happened over a period of time even though I explained one day it worked and the next it didn't therefore being covered in accidental. They refused saying it could be but you need evidence then trying to tell me when I challenged that they on their side had ruled on the basis of an assumption made it very clear they wouldn't pay on an assumption. No middle ground. Not even prepared to help. Told me. When you fix it. If you find we are wrong when you get deep enough take pictures and take it to our complaints. THEY are meant to investigate to ascertain if its covered under the insurance but know I can't live without services so they just roll the dice. Absolutely awful experience and id advise being very careful and read reviews prior to going with just any company on price comparison sites.”

Helpful Report

Posted 6 years ago

Good Afternoon Thank you for taking the time to leave us a review. I am sorry to hear of the inconvenience you have experienced. Our claims team will always look to review your claim to ensure it is in line with your cover levels. We would like to clarify exactly what has happened however, you have not left any details for your account on your review. Therefore, please contact us directly, we are available via phone, email, text and live chat. All our contact details can be found on our website https://www.policyexpert.co.uk/contact/ Thanks, Nisha

Posted 6 years ago

“the most expensive and the worst insurance company I have ever encountered”

Helpful Report

Posted 6 years ago

Good afternoon Daniel, I am very sorry to hear you feel this way. As you have not left any further details surrounding your dissatisfaction or any of your account information I am unable to comment further on the specifics of your experience however I would love the chance to discuss this with you further and get some more detailed feedback. Please contact me on 0330 0600 632, ask@policyexpert.co.uk or we are available via live chat on our website. Thanks, Georgie

Posted 6 years ago

“Absolute joke, Policy Expert and Trinity claims should be ashamed of themselves. I took out a home insurance policy after seeing an advert, however when it came to making a NON FAULT CLAIM I was treated as though I was at fault by Trinity claims and their contractor Westone Housing Ltd of Peterborough (who frankly were as incompetent as it gets). There is a lot of detail as to why Trinity Claims are a joke however, after going back and forth for months I approached the third parties insurer NIG who immediately went about resolving the issue and luckily settled within 2 weeks. Warning AVOID Policy Expert, Trinity Claims and Westone Housing Ltd of Peterborough at all costs.”

Helpful Report

Posted 6 years ago

“Absolute joke, Policy Expert and Trinity claims should be ashamed of themselves. I took out a home insurance policy after seeing an advert, however when it came to making a NON FAULT CLAIM I was treated as though I was at fault by Trinity claims and their contractor Westone Housing Ltd of Peterborough (who frankly were as incompetent as it gets). There is a lot of detail as to why Trinity Claims are a joke however, after going back and forth for months I approached the third parties insurer NIG who immediately went about resolving the issue and luckily settled within 2 weeks. Warning AVOID Policy Expert, Trinity Claims and Westone Housing Ltd of Peterborough at all costs.”

Helpful Report

Posted 6 years ago

Good afternoon, Thank you for taking the time to leave us your feedback. I am sorry to hear you are not happy with how your complaint has been dealt with. We would always look to make our claims process as quick and easy as possible however depending on the circumstances, we will sometimes have to investigate things further. I can see this has been escalated and is currently being looked into for you. In the meantime, if there is anything else I can help with please contact me on 0330 0600 632 or email ask@policyexpert.co.uk. Thanks, Georgie

Posted 6 years ago

“I would not recommend Policy expert insurance company.”

Helpful Report

Posted 6 years ago

Good morning, Than you for taking the time to leave us a review. I am sorry to hear you feel this way. Unfortunately, as you have not left any details or any information regarding your dissatisfaction I would be unable to comment further. Please contact me on 0330 0600 632 or email ask@policyexpert.co.uk in order to discuss this. Thanks, Georgie

Posted 6 years ago

“Really , not phoned back since jan Feb oh your not covered for storm damage ,, renewal due I don’t think so”

Helpful Report

Posted 7 years ago

“Claimed via number in jan Feb storm damage, renewal due oh your not covered , never rang back from number on there web page to claim , keen to renew ,, oh I don’t think 🤔 so, oh your on auto renewal , I don’t think so new insurance company required ,”

Helpful Report

Posted 7 years ago

Good Afternoon, Thank you for taking the time to leave us a review. Firstly, I am sorry to hear you've not been happy with our service so far, and that you did not hear back from the claims team. I can see that a complaint has been raised on your behalf with regard to this, and our team are currently looking into things further. Our policies provide cover for a number of insured perils, but, as with most other insurers, there are exclusions that may apply. For storm damage, these exclusions include things such as gates, fences and television aerials. However, I do apologise if these exclusions were unexpected. 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. If you wish to discuss your renewal in further detail, you can contact our renewals team directly on 0330 0600 648 Alternatively, if you have any further comments or concerns you wish for me to look into, please do not hesitate to contact me by telephone, email, live chat or social media. Thanks, Jasmine

Posted 7 years ago

“My ongoing issue is actually with Trinity Claims and a Home Emergency claim but as Policy Expert are the brokers I think it is necessary to make future customers realise that if you have a home emergency policy with Policy Expert then you had better hope you don't need to call them out. I don't have enough space to write the full details here, that will be saved for my formal letter of complaint, but just imagine your boiler breaking down leaving you with no heating or hot water. Now imagine being left in that state for nearly TEN days. Now imagine being told in order to finally get it fixed you have to pay £250 because you've gone over the £250 limit for claims, otherwise the job won't be completed. Well in a nutshell that's what's happened to me and I have been told today they can only reimburse me £100. So I'm still £150 worse off for that experience. Excellent customer service Trinity Claims. The one star awarded is simply for Policy Expert themselves who, whilst not being personally responsible for this debacle, are obviously the ones at the top of the chain and the ones who employ Trinity to deal with their home emergency claims. Bad mistake Policy Expert. Your own customer services team have actually been very helpful and I would have awarded more stars for that reason, but then my review would probably have been overlooked amongst the many excellent ones and I need you to read this and think about how it affects your reputation.”

Helpful Report

Posted 7 years ago

Good afternoon Mrs Buiskool, Thank you for taking the time to leave us a review. Firstly, I am very sorry to hear this has happened. We would never want to leave a customer for this amount of time whilst they are waiting for their claim to be settled. As you have not left any of your details, I am unable to locate your account to look into this further. Please contact our customer service team with your account information and rest assured we will certainly be looking into this matter for you and will investigate all points raised. I look forward to getting this matter resolved. Thanks, Georgie

Posted 7 years ago

“Always quick efficient renewal”

Helpful Report

Posted 7 years ago

Good Morning, Thank you for taking the time to leave us your feedback. I am pleased to hear you've been happy renewing your policy with us smoothly and seamlessly, for another year. However I can see that you have left us a one star rating. Therefore, as we are always looking to improve the service we provide, if you do have any feedback about your experience, please forward those across to me at ask@policyexpert.co.uk, and I will be more than happy to look into things further for you. Thanks, Jasmine.

Posted 7 years ago

“Unfortunately I never cancelled my renewal on time, hence the new policy. This will be my last year with them as the service I received last year after I was flooded was awful. Not a penny paid out and had to pay for all the repairs myself. What’s the point of having insurance!!”

Helpful Report

Posted 7 years ago

Good afternoon, Thank you for your feedback. I am sorry to hear you have not been happy with the service received. We are keen to look into this further, I have sent an email over to your registered email address requesting further details. Once we have heard back we will investigate this further. Thanks, Vicky

Posted 7 years ago

“Previously a good insurance company but following them sending my details to a Premium Credit company prior to my knowledge I am not very happy. Despite trying to cancel my Credit Agreement with this company I have been unsuccessful and will therefore be paying this company on a monthly basis. I would rather have paid the full amount to renew my policy than go through a Credit Company. Been with Policy Expert previously & did not, as far as I am aware, go through this or any other credit company. Very, very disappointed with Policy Expert & am concerned they just forwarded my details to this credit company without advising me first. Is this a breach of data information???? Clearly I need this clarified. I will not be renewing my policy with them again. Alexis”

Helpful Report

Posted 7 years ago

Good morning, Thank you for taking the time to leave us a review. I can see that you have renewed your policy online with us and when completing the payment you have chosen to pay for your policy via direct debit. As we are not a credit provider all of our direct debits go through Premium Credit which would have been explained when choosing this agreement. The terms and conditions of the direct debit would have been shown on screen upon choosing this option. You can pay for the remaining your policy in full throughout the policy term at any point, just contact our payments team on 0330 0600 631. Or email ask@policyexpert.co.uk if you would prefer a callback. Thanks, Georgie

Posted 7 years ago

“Not happy that the money was taken four days before the policy ran out. I had already found it cheaper so was going to cancel it anyway unless you could match it. I don't agree with auto renewal.”

Helpful Report

Posted 7 years ago

Good afternoon, Thanks for taking the time to leave a review. We send you out your renewal invite around 30 days prior to the expiry date of your policy, this allows you time to review the proposed cover, shop around and opt out if required. Please give our renewals team a call to discuss this further on 0330 0600 648. Thanks, Vicky

Posted 7 years ago

“After living in our home for a few months we had rising damp which was not covered on our insurance policy. Once building work had started we uncovered further issues, that our insurance also did not cover”

Helpful Report

Posted 7 years ago

Good morning, Thank you for taking the time to leave us a review. All of your cover levels can be found in your policy documents which you would receive via email and your online account upon purchasing a policy and via our website at any point. These documents do state that damp is a general exclusion on all of our policies (which is pretty standard across home insurers) as this is a gradual issue which would be classed as a maintenance problem, not an insurable peril which is a sudden and unforeseen event which causes damage. Your policy with us also does not cover pre-existing issues and will only cover damage which has arisen during your policy term. I apologise if you feel as though this cover is insufficient however all of the details of your insurance can be found and reviewed at any point during the term of the insurance. If you would like to discuss this further, please do get back in touch via 0330 0600 633 or email me on ask@policyexpert.co.uk Thanks, Georgie

Posted 7 years ago

“Hassle free renewal. My mistake was corrected with no implications. Great customer care and very person centred”

Helpful Report

Posted 7 years ago

Good morning, Thanks for taking the time to leave us a review. We're glad to hear you have been happy with the service received when renewing this year. Please get in touch if you have any further feedback you wish to give to help us improve the service we provide. If you wish to discuss your policy further or have any queries please don't hesitate to contact our customer services team via phone, text, email, live chat or social media. Thanks, Vicky

Posted 7 years ago

“Appalling service. Yet again on renewal your company attempts to jack up the cost of the policy, when there hasnt been any claim made on the policy. Consequently I rang your office last week to advice I have been given a cheaper quote by a competitor and to offer your company a last chance to revise the renewal price down, otherwise i would not renew and move my business. The miserable and war weary female agent i spoke to completely ignored my points, tries to brow beat me with details of the benefits of the policy and virtually slammed the phone down when I advised I would move my business and instructed her NOT to renew my policy. So why was this action NOT taklen. Why has your company taken money out of my account with NO authorisation. This is THEFT.”

Helpful Report

Posted 7 years ago

Good afternoon Wayne, Thank you for taking the time to leave us a review. I am very sorry to hear this has happened. I have listened to the call with our renewal agent and we can certainly see that this did not hit the level of service we strive for and for that I apologise. I can assure you this has been picked up and your feedback will be taken seriously and looked into. I have requested your policy is cancelled asap and a full refund is issued. You will receive an email confirmation of this and a refund back to your payment card (providing this is still active) within 3-5 working days. Once again, I apologise for this matter and if there is anything else we can help with please do get back in touch. Thanks, Georgie

Posted 7 years ago

“I phoned to cancel the policy but my money was taken anyway without my knowledge. I have tried to phone again but they are saying they have no knowledge of the cancellation. Real racket as I could have got insurance cheaper! Renewed after I cancelled, terrible.”

Helpful Report

Posted 7 years ago

Good morning, Thank you for taking the time to leave us a review. I am sorry to hear this has happened, we would always look to listen to our customer's requests and action these accordingly. I would therefore like to look into this further for you and get to a resolution on this matter. I have sent you an email to your registered email address, if you have any further queries please do not hesitate to contact me directly in response to my email, or contact our customer service team. I look forward to speaking with you. Thanks, Georgie

Posted 7 years ago

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

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