Policy Expert Reviews

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

4.7 Rating 20,133 Reviews

96 %

of reviewers recommend Policy Expert

Company Reviews

Metrics

Info

4.7

Based on 20,133 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

“I would not recommend Policy expert insurance company.”

Helpful Report

Posted 5 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 5 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 6 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 6 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 6 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 6 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 6 years ago

“Always quick efficient renewal”

Helpful Report

Posted 6 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 6 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 6 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 6 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 6 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 6 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 6 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 6 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 6 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 6 years ago

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

Helpful Report

Posted 6 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 6 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 6 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 6 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 6 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 6 years ago

“I telephoned prior to payment being taken for my renewal - I was advised payment would not be taken until I had got back in touch with you. I received an email saying that I had renewed.”

Helpful Report

Posted 6 years ago

Good afternoon, Thanks for your review. I am sorry to hear your policy renewed when you were not expecting it to. I have sent you over an email with further information regarding this so once I have heard back we can assist you further. Thanks, Vicky

Posted 6 years ago

“I phoned to put my 3rd year with policy expert but was told iwas to late as they take the money out of my bank 1 week in advance but I said my intention was to transfer on to direct debit but they would then treat me as a new customer and increase my payment byabout 30pounds so 1star for yoy and no recommendation from me”

Helpful Report

Posted 6 years ago

Good afternoon, Thank you for leaving us a review. I am sorry to hear you're unhappy with things. 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 is explained in the renewal invite we send you 30 days before the renewal date. Once a policy has been set up/renewed and the payment has been debited, we can't then change the payment method to direct debit,. Therefore, in order for you to pay via direct debit, we'd need to cancel the current policy and set up a new one. Sometimes, this may change the premium as there is interest charged when you pay via direct debit. I apologies for the fact that we've been unable to renew your policy for you this year at a price that's suitable for you, however, by all means bear us in mind for future. 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

“Utterly appalling. Failed to help out on a claim, then somehow 'lost' my new email account and took the renewal payment so early I was unable to stop them. A week later I'm still waiting for both the refund and the apology. Avoid at all costs.”

Helpful Report

Posted 6 years ago

Good morning, Thank you for taking the time to leave us a review. I am sorry to hear this, unfortunately, I am unable to locate your account with the information you have provided so I cannot look into this further for you. Please contact our customer service team on 0330 0600 632 and we will be able to assist. We look forward to hearing from you and coming to a resolution on this. Thanks, Georgie

Posted 6 years ago

“Definitely one to avoid. Anyone who is with them please please read ALL of the policy wording section are there are a lot of clauses that are in place to avoid them paying out a claim. Had a leak in my kitchen ceiling. Big chunk of the ceiling came down. The plumber had a look and found the shower was leaking. Called to make a claim to be told it's not covered. Now have to pay hundreds of pound to replace the ceiling. Absaloutly pointless insurance as hardly covers anything if you read what's written in the policy wording. Lots of other companies are similar priced and cover far more than this one.”

Helpful Report

Posted 6 years ago

Good afternoon, Thank you for taking the time to leave us a review. I am sorry to hear you have not been happy with your cover, unfortunately as you have not left any of your details I am unable to look into this and discuss further with you. Please get in touch with our service team on 0330 0600 632 and we would be happy to assist you further with this. Thanks,

Posted 6 years ago

“No update or contact on recent home emergency problem”

Helpful Report

Posted 6 years ago

Good afternoon, Thanks for your review, I am sorry to hear you have not heard anything back as yet. I have chased this up for you, someone will be in touch as soon as possible. If there is anything else you need please get in touch with our customer services team. Thanks, Vicky

Posted 6 years ago

“Took money out my bank before you asked me you don't even send paper work or a letter to confirm”

Helpful Report

Posted 6 years ago

Good morning, 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. I have sent a copy of your home insurance policy documents out to you today, if you wish to discuss this further or have any other queries please get in touch via phone, email, text, live chat or social media and we will be more than happy to help. Thanks, Vicky

Posted 6 years ago

“Not happy that you just renewed my insurance would have liked Opportunity to have looked around before agreeing. Will be on the ball next year and stop you taking money out of my bank account”

Helpful Report

Posted 6 years ago

Good morning, 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. If you would like to discuss this further please don't hesitate to contact us and we will be more than happy to help. Thanks, Vicky

Posted 6 years ago

“Exceptionally uncompetitive. With only a short time searching for a policy found one for £151 including exceptional home emergency cover as alternative. Unfortunately this was for my elderly father, aged 85 would is deaf with hearing aids and your company contacted him directly. I listed my email as contact as everything needs to be discussed and arranged for him. However, My brother seeing the notice, renewed this policy for him as didn’t have time to do research and was not aware we had found alternatives. We do not live in same location therefore unaware of the more competitive policy. There is £70 difference which is absolutely ridiculous and why I have made a complaint .mrs Watt”

Helpful Report

Posted 6 years ago

Good morning, Thank you for taking the time to leave us a review. Apologies for the fact that we have been unable to get your father a competitive premium this year. I have sent you an email to explain the reason for the premium increase. I understand that your email address is the email address on his account, however, as the policy was not set to automatically renew, our usual process is to call the policyholder to ensure they are aware that their cover is due to expire. As confirmed, I have sent you an email regarding this. Please respond to my email in order for me to get things resolved for you. Thanks, Hannah.

Posted 6 years ago

Policy Expert is rated 4.7 based on 20,133 reviews