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 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Customer service advisor was not really helpful. Sounds like he is giving me the answer from the script book Yes or No. I found him rude. Was not really helpful and that is why I decided to cancel my policy. Last time when I spoke to the agent about 14 days cooling off period , As a good customer service he should have told me 14 days cooling off period is starting from what date.”

Helpful Report

Posted 2 weeks ago

Hi Ozman, Thanks for taking the time to leave us a review. We’re really sorry to hear about the service you experienced. Please know that your feedback has been shared with the agent involved. We can see that you’ve already raised this as a formal complaint, and we want to reassure you that it will be fully investigated. You’ll receive a final response within the required timeframes. If there’s anything else we can do to help in the meantime, feel free to get in touch at homereviews@policyexpert.co.uk. Thanks again, Nisha

Posted 2 weeks ago

“I've been a loyal customer of Policy expert for several years, always paying my premiums and trusting that they’d be there when I needed support. Sadly, that trust has completely broken down. I filed a claim months ago for serious water damage caused by flooding—my laminate floor is swollen, there’s visible damage to the plasterwork, and now mould has started forming. They sent an engineer out once—over three months ago—who ripped up part of the flooring to “dry it out” and then left it completely unfinished. Since then, there’s been no progress, no follow-up, and no communication. As a result, I’ve been unable to use my living room for months, and the conditions are deteriorating. Despite repeated attempts to get in touch, they continue to avoid responsibility. This is absolutely unacceptable. Home insurance is supposed to give you peace of mind—not leave you in limbo while your home becomes increasingly uninhabitable. I would not recommend Policy Expert to anyone who expects real support in a time of need.”

Helpful Report

Posted 2 weeks ago

Hello Arkadiusz Thanks for taking the time to leave us your review. We understand that you've escalated your experience to a formal complaint. The claims team will review your complaint and contact you as soon as possible about your building settlement. If there's anything else we can help you with in the meantime, please get in touch at homereviews@policyexpert.co.uk. Thanks, Nisha

Posted 2 weeks ago

“I was able to recover back my money with the help of. Fran*cis*O livia*771*@*gmail*com”

Helpful Report

Posted 1 month ago

“Absolutely disappointing experience with Policy Expert home emergency insurance. I lodged a home emergency claim on 16th January, and despite numerous follow-ups since 17th January, my claim is still at the initial stage. Their plumber visited the same day but has yet to submit the report which is an unacceptable delay that highlights their poor processes and lack of urgency. This was supposed to be a home emergency cover, yet the service provided has been abysmal. It feels like customers are left to suffer due to Policy Expert and their sub-contractors' faulty system and sub-par arrangements. There’s no transparency, no updates, and no accountability. If there’s anything I can do to expedite my claim, I will gladly do it, but honestly, it should not be my responsibility to chase them for weeks on end just to get basic repairs done. My kitchen remains non-functional, and I’m left wondering how much longer this “indefinite process” will drag on. This is far from the service one expects from a company claiming to provide emergency cover. Extremely disappointed!”

Helpful Report

Posted 3 months ago

Hello Usman, We understand that you've escalated your experience to a formal complaint. Rest assured, your comments will be fully investigated, and a final response will be provided within the required timeframes. If there's anything else we can help you with in the meantime, please get in touch at homereviews@policyexpert.co.uk. Thanks, Nisha

Posted 3 months ago

“shower started to leak into downstairs ceiling. short circuited the lights and damaged the ceiling. Turned off water to shower and isolated the electric circuit. I have the home emergency cover so thought it would be simple!! So wrong- its not covered; I need to pay for a Trace and Seek first! Then I have to go to Policy expert to claim as the home emergency cover is a third party- Sedgewick. As they say you don't know how good an insurance company is till you have to use them. Worryingly i have also taken out car insurance with them and had just recommend them to friends and family!”

Helpful Report

Posted 4 months ago

Hello, Thanks for taking the time to leave us your review. Our Home Emergency policies typically cover leaks that are accessible. If the source of the leak can’t be traced, we recommend reaching out to your home insurance provider to make a claim. If you'd like to discuss this further or need help with anything else, feel free to email us at homereviews@policyexpert.co.uk. Thanks, Nisha

Posted 3 months ago

“We have silver star home insurance including boiler and plumbing cover. We had a leak flooding the bathroom, so I made a claim. Because the leaking pipe wasn't visible because it was boxed in,I was told that accessibility was also an issue and therefore I would have to go through the home insurance division. The division said that the excess would be £650.00 to fix the leak! We're in our 80s and this caused us a great deal of stress. How can you impose such a ridiculously high excess? In comparison my £10,000 car has an acceptable £300 excess. Although I cancelled the claim, you sent me an email to say the claim was going ahead. Unbelievable.”

Helpful Report

Posted 4 months ago

Hello Tony, Thanks for taking the time to leave us your review. After speaking with Trinity Claims, we understand that there wasn’t any damage to the building and that your main concern was just getting the leak repaired. Please note, the excess for Escape of Water claims is higher than your standard excess because of the type of claim it is. It seems Trinity didn’t send an email to confirm the claim was logged—this might have come from the Home Emergency department instead. I’m really sorry for any confusion or inconvenience this has caused. If there's anything else we can help you with, please get in touch at homereviews@policyexpert.co.uk. Thanks, Nisha

Posted 4 months ago

“I am very disappointed in Policy Experts handling of our case. They've caused quite substantial undue stress, underpaid on my claim as far as I'd argue, despite having reasonable and substantial evidence of what the values are, and this is for a no fault incident. The initial call was fine, but when the claim began progressing it became increasingly more difficult, the demands became unreasonable, and I was treated as though I was some kind of aggressor, which felt incredibly unfair with the circumstances. My injury during the incident had clearly somewhat impaired my judgement, but when I asked for the courtesy car to remain for an additional 48 hours, they told me that I would be footing the bill, despite not being contactable on a Saturday for me to be advised what I should do. I asked to speak to someone more senior, as the initial call handler was being obstructive and the number of complaints I had was growing. She rather impolitely and unprofessionally told me where to go if I thought I was going to speak to someone senior. They're a budget insurance companies for people who provide a poor value for money service when you need them. I regret trying to make a saving by insuring with them.”

Helpful Report

Posted 5 months ago

Hi, We are sorry to hear about the issues you have had with you claim. If you can send us an email to motor@policyexpert.co.uk we can investigate this for you. Thanks, Joe

Posted 4 months ago

“Absolute sharks. They took my money and insured my car AFTER I disclosed the modifications on the car I have just bought. THEN THEY CANCELLED the insurance 2 and a half weeks later because they say it has too many modifications. I did all the back ground checks before hand on the car, the car was completely clear and was bought from a reputable dealer. 2 and a half weeks later ie today. They ring me up and tell me that THEY are cancelling the insurance because the car has too many modifications. Even though they accepted it at the outset online when I paid for it. They are now charging me £79 from the initial deposit and first months premium that came out yesterday for cancelling the policy. They said it does not matter that they are cancelling, I still have to pay the cancellation fee. I mean, what can you say, I am just gobsmacked. They just gave the usual, its in the terms and conditions, I asked the girl how many times do you read the TnCs to which she replied I don't, but I would accept them if they were in there. Also as if that isn't bad enough. Any new insurance, I now have to select yes I have had insurance declined or cancelled in the last 3 years (through no fault of my own which puts the cost up). I have just been on the insurer admirals website and their site said to ring them when I input the modifications, as it would not let me carry on. That is what Policy Experts website should have done, stopped me and forced me to ring them and question me about the car. Admiral were happy with the Modifications when I spoke to them, as I disclosed exactly what Policy Expert had done. Not take the money, insure me for 2 and a half weeks, cancel it and charge me £79. #PolicyExpert @policyExpert”

Helpful Report

Posted 5 months ago

“Although we were quite satisfied with the payment we eventually received the whole claims process was very time consuming. It took 30 minutes to get through to the claims line on the telephone. It took about 6 weeks to get claim settled. We are in our80s and had difficulty with using the hub. We probably won’t renew our policy with Policy Expert.”

Helpful Report

Posted 6 months ago

Hello, Thanks for taking the time to leave us your review. We've forwarded your concerns over to our claims team. Once we have an update, we will let you know. If there's anything else we can help you with in the meantime, please get in touch at homereviews@policyexpert.co.uk. Thanks, Nisha

Posted 6 months ago

“Water though our kitchen ceiling after prolonged rainfall & wind (told wind speed wasn’t high enough for storm damage!) which was caused by a leak from our balcony. Surveyor who came to check it certainly seemed to agree it was storm damaged but then we were told by Policy (non) Expert that it was wear & tear. Unfortunately we don’t have the ability to see through the balcony & wall to maintain this! We disputed this and after a short correspondence Policy (non) Expert stopped communicating. According to online information they only payout on 50-60% of claims, this is extremely low! They also have poor reviews for similar claims on Martins Money Tips & GMTV. As far as I am concerned it is completely pointless buying insurance from these people as I’m completely confused as to how anyone can check through bricks & mortar! They are cheap insurance but not worth the paper it’s written on, never again!”

Helpful Report

Posted 7 months ago

Hello, Thanks for taking the time to leave us your review. We understand that a letter has been sent to you with our final position on this matter. This letter advises you of the next steps you can take if you're unsatisfied with our response and how you can escalate this further should you wish to. Thanks, Nisha

Posted 7 months ago

“Our first claim in 35 years of marriage ….. burst pipe. The worse experience from a UK Company ever. Policy Expert and their claim company Trinity Claims are a disgrace to the insurance industry.”

Helpful Report

Posted 9 months ago

Hello Ian, Thanks for taking the time to leave us your review. We understand that you've escalated your experience to a formal complaint. Rest assured, your comments will be fully investigated, and a final response will be provided within the required timeframes. Thanks, Nisha

Posted 9 months ago

“0 STARS IF IT WAS AN OPTION. This company will not insure any house with any crack, even hairline. If you answer no to having any cracks they will then go online to find pictures of your house and point out any cracks. Even after providing evidence from a surveyor that everything is fine they will go on to cancel your insurance. I have now seen lots of complaints online and feel sorry for anyone that ever needs to claim as it looks like they will squirm their way out of anything.”

Helpful Report

Posted 10 months ago

Hello, Thanks for taking the time to leave a review. All insurers have a different acceptance criteria and question sets. This is to ensure we are providing suitable cover. It is my understanding that a final response letter has been sent to you on the matter. Should you remain dissatisfied you can dispute the matter to the financial ombudsman service. Please contact us at homereviews@policyexpert.co.uk if there’s anything else you’d like to share. Thanks, Mya

Posted 10 months ago

“DO NOT take the monthly payment option, you end up with an unsecured loan on your credit report. If I'd known that was the case I'd have paid in full”

Helpful Report

Posted 10 months ago

Hello, Thanks for taking the time to leave us your review. When you purchase a policy online or over the phone with us, before anything is set up, we make you aware that Policy Expert is registered as a Credit Broker with the Financial Conduct Authority and we arrange monthly instalment payments with the lender Premium Credit. We also confirm that Premium Credit may carry out credit, affordability and/or anti-money laundering checks on you. If they do, then a record of the search or other information may show on your credit file and might affect your credit rating. If you wish to discuss your payment options or if there's anything else we can help you with, please get in touch at homereviews@policyexpert.co.uk. Thanks, Nisha

Posted 10 months ago

“Great service when selling you a policy, make a claim and the nightmare definitely begins! Less than 50% of claims are paid out? Still waiting for a claim to be reviewed after a visit from their surveyor who led us to believe the claim would be accepted, it wasn’t! Not very honest & upfront on his behalf or the companies. Customer Services don’t pick up their calls, nobody replies through the portal . I rate them 0 stars and certainly won’t be using this company again. Go elsewhere!”

Helpful Report

Posted 10 months ago

“Great service when selling you a policy, make a claim and your nightmare begins. They don't seem to send a competent surveyor, only some bloke who takes pictures and someone else makes decision. They fail to return calls and if you want to discuss a claim that will not cover the cost of the damage, you will have to go through some legal route or report to authorities. Getting a policy will not give you peace of mind. Will not recommend them nor renewing my policy.”

Helpful Report

Posted 11 months ago

“Keep away from this POLICY EXPERT. During the stormy weather at the beginning of the year the roof on our outhouse got severely damaged meaning the walls, ceiling and the flooring are wrecked. After making a claim they arranged for their claims adjuster to come and check out the damage. After he cancelled several appointments he eventually turned up and took several photos and even commented on the severity of the damage and said someone would be in touch with me soon to let me know the outcome of the claim. After waiting a couple a couple of weeks and not hearing anything back i decided to contact them. Their response was to say that they aren't going to cover the claim. I have been with this insurance company for many years, what an absolute waste of time and money. They say you only find out how good and insurance company is after making a claim, well i can tell you this insurance company is completely and utterly useless so don't waste your time and money on this company go elsewhere.”

Helpful Report

Posted 11 months ago

Hello Shaun, Thanks for taking the time to leave us your review. After speaking wth Trinity, we understand that during the survey of your property, it was discovered that rainwater had been getting in through the roof, leading to the ceiling collapse. Additionally, the roof of the outbuilding was partially detached, and you mentioned not having accessed it since Christmas 2023. The felt on the roof was estimated to be up to 20 years old, making it more susceptible to damage over time. Unfortunately, gradual wear and tear or maintenance-related issues aren't covered by our policies. We understand that it's disappointing when a claim is declined, but we can only cover claims that align with our policy terms. If you wish to discuss things further, please get in touch at homereviews@policyexpert.co.uk. Thanks, Nisha

Posted 11 months ago

“They treat their customers poorly. When you want to make a claim, it's handled by a third party company that doesn't have any information about the policy. What makes it even worse that you have to agree to new terms and conditions with the claims company when you want to make a claim.”

Helpful Report

Posted 1 year ago

“My terrace House in Fulham burnt down… My terrace House in Fulham burnt down in July 2022. Insurer: Policy Expert (Subsiduary of QMetric Group) Claims Handler: Trinity Claims Damage has been estimated by chartered surveyors @ £350,000/£500,000 The insurance company is duty bound to either re-instate or provide cash equivalent. They are also duty bound to find alternative accommodation or at least pay for alternative accommodation. I had a 4 bedroom, 1,400 sq ft house and had to move to a 500 sq ft, one bedroom flat with two growing children, a cat and a dog. Trinity Claims have been stonewalling for 20 months. Insurance Company has, through Trinity Claims: - 1. Carried out sub-standard repairs to the roof 2. Offered £26,595.19 in final settlement 3. Not paid the last 9 months of rent for alternative (inferior standard accommodation) t 4. I have spent over £60,000.00 in legal fees trying to negóciate with them and it’s just impossible I can no longer afford to be out of my house and paying really expensive rent. My children having recently lost their father, now lost their home. Please could the press or someone out there help me to expose this sad story.”

Helpful Report

Posted 1 year ago

Hello Beatriz, Thanks for taking the time to leave us your review. Please be assured that our claims team are in touch with your representative to discuss the next steps of your claim. They'll be in touch in due course. If there's anything else we can help you with in the meantime, please contact us at homereviews@policyexpert.co.uk. Thanks, Nisha

Posted 1 year ago

“They never show up in our interview meeting, and never anser my email.”

Helpful Report

Posted 1 year ago

Hello, Thanks for taking the time to leave us your review. We'd like the opportunity to investigate your comments further but unfortunately, we're unable to locate your policy with the details provided in your review. If you could please contact us directly at homereviews@policyexpert.co.uk, we'll pick this up right away. Thanks, Nisha

Posted 1 year ago

“you put marketing cookies on my laptop without my consent or giving me the option to block. is this even legal.”

Helpful Report

Posted 1 year ago

Policy Expert is rated 4.7 based on 20,130 reviews