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Policy Expert Reviews

4.7 Rating 19,522 Reviews

96 %

of reviewers recommend Policy Expert

Company Reviews

4.7

Based on 19,522 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

Policy Expert 5 star review on 29th January 2023

Policy Expert 5 star review on 29th January 2023

Policy Expert 5 star review on 8th December 2022

Policy Expert 5 star review on 25th November 2022

Policy Expert 5 star review on 11th June 2022

Policy Expert 5 star review on 9th March 2022

15

Anonymous

Anonymous // 01/01/2019

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

“Nice and helpful”

Posted 1 week ago

Hello, Thanks for taking the time to leave your review. We hope that feedback obtained from reviews such as yours could give us an opportunity to look into any way our overall services could be improved - from the efficiency of our website, how clear you find our policy documentation, to any interactions you may have had with our agents. If your rating of 3-stars is reflective of any of these experiences or if you have further thoughts on how we can improve our services. we would like to hear them. We are available at homereviews@policyexpert.co.uk. Thanks, Nisha

Posted 1 week ago

“Sold me house insurance”

Posted 2 months ago

Hello Jackie, Thank you for taking the time to leave us a review. Here at Policy Expert, we aim for a 5-star service at every interaction and believe customer feedback is vital as it allows us to look into any way our overall services could be improved. This could be anything from the efficiency of our website, how competitive our premiums are, to the knowledge of our agents. If your rating of 3-stars is also reflective of your experiences with things such as this, please feel free to let us know at homereviews@policyexpert.uk. Thanks, Nisha

Posted 2 months ago

“Okay to register”

Posted 3 months ago

Hello, Thank you for taking the time to leave us your review. We hope that feedback obtained from reviews could give us an opportunity to look into any way our overall services could be improved - from the efficiency of our website, how clear you find our policy documentation, to any interactions you may have had with our agents. If you have any feedback for things such as these, we'd love to hear back from you. All your thoughts can be sent to us at homereviews@policyexpert.co.uk. Thanks, Nisha

Posted 3 months ago

“Policy Expert had the best price for home insurance compared to other companies which is why I got it. It was easy to find policy related information online and the policy set up and payment process was quick. The website is use friendly. I am unable to comment on customer service or pay out process as I only just bought the policy.”

Posted 5 months ago

Hello Andy, Thanks for taking the time to leave us a review. At Policy Expert, we value feedback from our customers as we believe it is an integral way for us to review our overall services and see how we can improve. From how clear you find our policy documentation, ease of using our website, to any interactions you may have had with our representatives. It is always helpful to know how we are doing from the people who use us. If a 3-star rating is reflective of your experiences with us so far - do let us know as we would appreciate hearing from you. We are available using any of the options displayed on our website. Thanks, Jessica

Posted 5 months ago

“Best price in the market”

Posted 9 months ago

Hello, Thanks for taking the time to leave us a review. We're delighted to hear you found our premiums competitive. Here at Policy Expert, we strive for a 5-star service at every interaction and believe customer feedback is vital as it gives us an opportunity to look into any way our overall services could be improved. This feedback could be anything from the efficiency of our website, how competitive our premiums are, to the convenience of setting up your policy. If your rating of 3-stars is also reflective of your experiences with things such as this, please feel free to let us know. You can get in touch with us directly at homereviews@policyexpert.co.uk or via any of the channels displayed under the 'contact us' section of our website. Thanks, Darran.

Posted 9 months ago

“Although the website was quite easy to use, I would have liked the option to 'tweak' some of the Sum Assured by a small margin to best reflect my personal needs. I also received an email from PCL, with details of my credit agreement. This would have been deleted at first glance, thinking it was unwanted email. It would have been useful if the name reflected the name from where i was purchasing i.e. Policy Expert!”

Posted 10 months ago

Hello, Thanks for taking the time to leave us a review. The home insurance products we offer do allow for the amendment of certain cover levels. For example, total contents cover or total value of items to be covered away from home. However, we will happily forward your feedback regarding the overall cover levels to the appropriate team. Prior to purchasing a policy online, we do confirm 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 state that Premium Credit will send full details of your credit arrangement and that you must read, sign and return it. The information it contains is about themselves and the agreement you are entering into and is intended as your confirmation that you have read the terms and agree to them. Should you require any further assistance, please don't hesitate to get back in touch with us at homereviews@policyexpert.co.uk or via any of the channels displayed under the 'contact us' section of our website. Thanks, Darran.

Posted 10 months ago

“Not that good phoned to inform we had moved. No operative was there who could deal with house policy .I was promised a call back within 24 hrs .left it for 4 days then l made contact. Only then did we complete the renewal.”

Posted 11 months ago

Hello Mr Heath, Thank you for taking the time to leave us your review. Here at Policy Expert, we aim for a 5-star service within all areas of the business, therefore, we treat negative feedback very seriously. During this time, the New Business department was experiencing a high volume of calls, however, we're sorry for the inconvenience this had caused you. Although you gave us an alternative phone number, we understand that an agent tried to reach you on your landline, which is registered to your account. Please be assured that the relevant feedback will be passed on to the agent in question. If you do wish to discuss things further or if there's anything else we can help you with, please contact us at homereviews@policyexpert.co.uk. Thanks, Nisha

Posted 11 months ago

“My renewal quote increased because I lost the discounts applied because I adjusted the house value due to inflation and my kids had moved out. This was resolved by a phone call but I shouldn't have been penalised in the first place”

Posted 1 year ago

Hello, Thanks for taking the time to leave us a review. We understand the importance of receiving the most competitive price for your home insurance, and we will always look to offer the most competitive price when generating a renewal quote. Our underwriting criteria is constantly being reviewed and updated which can impact the premiums offered at renewal. Numerous factors, as well as the questions asked on our question set, can also have an impact on premiums. However, the questions we ask are to ensure that, based on our underwriting criteria, all details are accurate and to ensure we quote you correctly. We do appreciate that a premium increase can be disappointing. However, as our renewal quotes are based on your previous year's insurance, we are only able to consider changes and your individual circumstances when we speak with you over the phone. Having located your details, I am happy to see the renewals agent you spoke with was able to discuss this with you and help further. If you would like to discuss this in more detail, please feel free to reach out to us directly at homereviews@policyexpert.co.uk or via any of the channels displayed under the 'contact us' section of our website and we'll be happy to organise a call-back with our dedicated renewals team. Kind regards, Darran

Posted 1 year ago

“Seems to be a good deal, I'll have to wait until something goes wrong to see just how good it is!”

Posted 1 year ago

Hello We appreciate you taking the time to leave us a review. Thank you for choosing us as your insurer and welcome on board! We appreciate all feedback from our customers as we strive to achieve a top-tier experience throughout every step of our customer's journey with us. This could relate to anything from the convenience of using our website while taking out a policy, how clear you find our policy documentation, to the suitability of the cover available. If your rating of 3 stars also reflects your experiences with things such as these, please do let us know - we would love to get some further feedback from you. We are available via: homereviews@policyexpert.co.uk or via any of the channels displayed under the 'contact us' section of our website. Thanks, Dawid

Posted 1 year ago

“Not too bad Policy was renewed at a wrong date Paid twice awaiting a refund for a full premium amount and a refund for the days which were suppose to be covered by previous policy. Don't know how long the refund would take.”

Posted 1 year ago

Hello, Thanks for taking the time to leave us a review. Here at Policy Expert, we aim to make our renewal process as stress-free as possible for our customers. For this reason, we send out an invitation 30 days before the policy renews. The invite explains we automatically renew your policy 3-5 days before the renewal date using the original payment method. On this occasion, I understand you got in touch on the day that the payment had been taken for the renewal, to see if we could offer a more competitive premium. We looked to cancel the already renewed policy and set you up a new one at the reduced price discussed, however, this was completed for the incorrect date. We can only apologise for any inconvenience caused as a result of this. The refund for the policy is on its way to you and can take 3-5 working days to clear back into your account. Should you wish to discuss this with us any further, you can do so at homereviews@policyexpert.co.uk. Thanks, Jessica

Posted 1 year ago

“Went through Compare the market to get Buildings and contents insurance. Policy Expert was the best price amongst those companies listed. However, having completed the process final cost was 10% higher than the original offer.”

Posted 1 year ago

Hi Andrew We appreciate you taking the time to leave us a review. Firstly we would like to say thank you for choosing us as your insurer and welcome on board! We have tried to contact you to better understand your experience and see if there is any way we can further help, but we have been unable to reach you. Should you require any further assistance, please don't hesitate to get back in touch with us at homereviews@policyexpert.co.uk or via any of the channels displayed under the 'contact us' section of our website. Thanks, Dawid

Posted 1 year ago

“Although very enthusiastic and appeared polite tie call handler who rang rushed me even when I explained I couldn't go that fast. Whilst I appreciate you beat other quotes I wanted to double check what was part of policy after confusion when I joined you last year and your third party claim company failed to even come out to see my broken boiler controls despite me then paying extra for emergency. Although you refunded the emergency part it left sour taste so took a lot to go back with you. Price was attractive but I am very concerned how helpful you'd really be if I had a claim ever. You call handler rushed me a lot and at times didn't listen to some things which worries me since signing up again - do you really take customer care seriously? You rang me after I emailed to ask you didn't auto renew. That conversation lead to a better price than the insurer I had in mind by a lot. I've never ever claimed.”

Posted 1 year ago

Hello, Thank you for leaving us a review and for renewing your policy with us! Here at Policy Expert, we pride ourselves on our high levels of service and on ensuring a positive customer experience within all areas of the business. Please be assured that your comments have been taken on board and the relevant feedback has been passed to the agent in question. We also payout on all valid claims submitted within the terms of our policies and support thousands of customers by paying their claims. Should you wish to discuss things further or if there's anything else we can help you with, please contact us directly at homereviews@policyexpert.co.uk. Thanks, Nisha

Posted 1 year ago

“Easy to take out policy but not much insight into what the policy covers, have opened a ticket about this and not had a reply yet...”

Posted 1 year ago

Good afternoon, Since leaving your review, I am pleased that we have been able to resolve your query and your review over the phone. Policy Expert always aims to provide five-star service in every step of our customer's journey with us, if a three-star rating is still reflective of your experience with us do let us know at homereviews@policyexpert.co.uk. Thanks, Jessica

Posted 1 year ago

“Only our average as there is not a reason to rate excellent at this point. Hopefully I do not need to contact them for anything and test it also no lower as buying the product was easy and done through a comparison website. Best price offered out of all other companies and had the same products ticked. Also cheaper than last years premium which is nice.”

Posted 1 year ago

Good afternoon, Thank you for taking the time to leave us a review and for choosing Policy Expert as your home insurer. Firstly, it's fantastic to hear that you're happy with the policy and premium! Here at Policy Expert, we strive for a 5-star service at every interaction. We believe that customer feedback is very important as it gives us an opportunity to look into any way our overall services could be improved. This could be from the efficiency of our website, how clear you find our policy documentation, to the competitiveness of our premiums. If your rating of 3-stars is also reflective of your experiences with things such as this, please do let us know - we would love to get some further feedback from you. You can contact us directly at homereviews@policyexpert.co.uk or via all the channels displayed under the 'contact us' section of our website. Thanks, Nisha

Posted 1 year ago

“Website seems easy to navigate and had competitive quote.”

Posted 1 year ago

Good morning, Thank you for leaving us a review. We're delighted to hear you found our website easy to navigate and the products we offer to be competitive. Here at Policy Expert, we strive for a 5-star service at every interaction. We believe customer feedback is vital as it gives us an opportunity to investigate any way our overall services can be improved. This could be from the convenience of using our website, how clear you find our policy documentation, to any interactions you may have had with our agents. If your rating of 3-stars is also reflective of your experiences with things such as this, please do let me know - we would love to get some further feedback from you. We are available via: homereviews@policyexpert.co.uk. Kind regards, Darran.

Posted 1 year ago

“I did find an element of confusion between the silver and gold options. Looking at the two on your web site, after careful consideration and trying excess variations, I decided to go for the gold option. The reason for this was the higher sum insured on pedal cycles, and also the premiums were remarkably similar when using the same excess figure. However, when making the payment my details had reverted to the silver option, for no known reason. By this stage I felt that I had spent long enough studying the options that I just left it as it was.”

Posted 1 year ago

Good Afternoon, Thank you for taking the time to leave us a review and your time on the phone. As discussed, we investigated your comments further and found that you purchased a Silver policy. However, after purchasing your policy, you completed a quote for a Gold policy. When you completed the quote, there were some answers on the question set that were different to the answers you had previously given and these impacted the quote you received. We understand that after your conversation with our agent, this has now been resolved. We have sent you an email so you can check your answers and ensure that your policy information is correct. If there is anything else we can help you with, please contact us directly. We are available at homereviews@policyexpert.co.uk. Thanks, Nisha

Posted 1 year ago

“Fairly easy to use”

Posted 1 year ago

“Good and quick but BE AWARE if you are paying by monthly direct debit installments this will show as an UNSECURED LOAN on Equifax, Experian, ClearScore etc etc. If you renew with them the old insurance will remain on the Credit Agencies file for another 6 months so in effect showing up as two UNSECURED LOANS. Very damaging to your credit rating - I dropped 200 points due to Policy Expert (they used Premium Credit). If I was made aware of this beforehand I would never have used them.”

Posted 2 years ago

Good Morning Thank you for taking the time to leave us a review. When setting up your policy, you were provided with the option of paying in full, or by direct debit via a third-party finance provider. As you opted for direct debit payments, we organised your monthly instalments with Premium Credit. We do inform you that we will share your data with Premium Credit and they 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. This is a fairly common practice among insurers, and we make you aware of this alongside our terms and conditions at the point of purchasing a policy. However, if you are not comfortable with this payment method, you do also have the option of paying for your policy in full at any time. If you wish for me to arrange a callback for you so you can pay for the policy, or if you would like to discuss this further, please contact me directly. I am available via all the channels displayed under the 'contact us' section of our website. Thanks, Ellie

Posted 2 years ago

“I noted that jewellery over £2000 requires 2 yearly valuation otherwise may not be paid out on. This is quite different to other insurers and I only spotted by being quite Eagle eyed. So I either thinks this needs to be highlighted more or removed.”

Posted 2 years ago

Good Afternoon, Thank you for taking the time to raise this with us. Before proceeding with the purchase of a Policy Expert policy, you are directed to our website, where further details of the policy are displayed. This includes all of the policy endorsements. Not only do we make the policy endorsements available to view on our website prior to taking out a policy, but these are also clearly displayed within your policy documentation - specifically your policy schedule. The endorsements on your policy schedule have a page of their own, which is clearly entitled 'Endorsement(s) that apply to this policy'. They are written in bold, sizeable font to ensure they are clear. We provide all policyholders with a 14-day cooling-off period to thoroughly review their cover. If they are not satisfied with the cover limits, including the policy endorsements, they are able to cancel within this cooling-off period, without being subject to a cancellation fee. We are satisfied that this is plenty of time to assess all of the policy terms. If you wish to discuss this in any further detail, please do not hesitate to email me at homereviews@policyexpert.co.uk. Thanks, Jasmine

Posted 2 years ago

“The excess is too high. There is no option for changing compulsory excess.”

Posted 2 years ago

Good Evening, Thank you for taking the time to leave us a review. It is common for insurers to have a slightly higher excess for perils such as the escape of water and subsidence. This is just due to the nature of these claims. However, if you feel your standard excess is too high, this can always be amended, as this excess would be selected by our policyholders. Unfortunately, I am unable to locate your policy with the details in your review, therefore, please may you contact us at home.review@policyexpert.co.uk. I would appreciate the opportunity to look into this and assist you further. Thanks, Ellie

Posted 2 years ago

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Policy Expert is rated 4.7 based on 19,522 reviews