Policy Expert Reviews

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

4.7 Rating 20,064 Reviews

96 %

of reviewers recommend Policy Expert

Company Reviews

Metrics

Info

4.7

Based on 20,064 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 26th January 2025

Anonymous

Anonymous // 01/01/2019

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

“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.”

Helpful Report

Posted 2 years 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 2 years 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...”

Helpful Report

Posted 2 years 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 2 years 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.”

Helpful Report

Posted 2 years 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 2 years ago

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

Helpful Report

Posted 2 years 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 2 years 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.”

Helpful Report

Posted 2 years 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 2 years ago

“Fairly easy to use”

Helpful Report

Posted 2 years 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.”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

Posted 3 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 3 years ago

“Seems to be reasonable value but have not yet needed to claim”

Helpful Report

Posted 3 years ago

Good Morning Thank you for taking the time to leave us a review and for choosing Policy Expert as your home insurer! I appreciate that you may not feel in a position to review our claims service, however, we are proud to say that we have never failed to pay a claim that is covered by our policies. We write our policies in Plain English to ensure they are clear and we support thousands of customers every month by paying their claims. Nonetheless, if there is anything additional you feel we could have done to achieve a 5-star rating, we would love to hear it. Feedback like this really helps us build on the service we offer. If you would like you can send your thoughts to us at homereviews@policyexpert.co.uk. Thanks, Nisha

Posted 3 years ago

“Thus far it has been fine although parts of the policy were not immediately clear. How good Policy Expert really are will become apparent when/if I have to make a claim.”

Helpful Report

Posted 3 years ago

Good Afternoon Hilary Thank you for leaving us a review and for choosing Policy Expert as your home insurer! Here at Policy Expert, we are proud to say that we have never failed to pay a claim that is covered by our policies. We write our policies in Plain English to ensure they are clear and we support thousands of customers every month by paying their claims. I'd be more than happy to go through the parts of the policy you had found unclear, however, I am unable to locate your account with the details you have provided on your review. If you could please contact me directly. I am available via email at homereviews@policyexpert.co.uk. Thanks, Nisha

Posted 3 years ago

“The telephone customer service is excellent The reason for giving 3 stars is the site access to log in to your account is not working. I have tried over several weeks to access my account and ,although ,the company has been aware for sometime that there are issues, they haven't been resolved. This is such a shame as the quality of service provided by the people on the phone is excellent.”

Helpful Report

Posted 3 years ago

Good Morning Joy Thank you for taking the time to leave us a review. Firstly, I'm pleased to hear that you're happy with the service you have received, however, I am sorry that you're having trouble accessing your online account. I'd be more than happy to assist you with logging into your account but unfortunately, I'm unable to locate your account with the details you have provided on your review. If you could please contact me directly, I am available at homereviews@policyexpert.co.uk. I look forward to hearing back from you. Thanks, Nisha

Posted 3 years ago

“Easy to buy”

Helpful Report

Posted 3 years ago

Good Morning Thank you for taking the time to leave us a review. It's great to hear that you had found it simple to purchase your policy! We welcome all feedback ranging from the process of setting up/renewing a policy via our channels to the quality of our online services and communications. 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. I am available at homereviews@policyexpert.co.uk. Thanks, Nisha

Posted 3 years ago

“This policy was the cheapest by a long shot and provided all I needed such as emergency cover for electrics , heating etc. I’ve only given 3 stars as so far I haven’t tried to make a claim and have no experience of how that would pan out. Happy so far especially as I did not want to do everything online as it’s so much easier to call a helpline which policy expert provide.”

Helpful Report

Posted 3 years ago

Good Afternoon Lynn Thank you for taking the time to leave us a review. Firstly, it's great to hear you have found our premiums competitive. Here at Policy Expert, we appreciate all feedback our customers have from completing a quote to the service they have received. However, I appreciate that you do not feel in a position to leave a review of our claims service, we write our policies in Plain English to ensure they are clear. I can also say we support thousands of customers every month by paying their claims. If your rating of 3-stars is also reflective of the experiences you have had so far, please do let me know - we would love to get some further feedback from you. I am available at homereviews@policyexpert.co.uk. Thanks, Ellie

Posted 3 years ago

“Easy to purchase although still waiting for reward. Not had to claim at all”

Helpful Report

Posted 3 years ago

“Excess shown on comparison website shows £100 but when you buy the policy it changes to £250. Moneysuprmarket need to change their evaluation criteria.”

Helpful Report

Posted 3 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 excesses. Not only do we make the policy excesses available to view on our website prior to taking out a policy, but these are also clearly displayed within your policy documentation once a policy has been purchased. It is common for insurers to have higher excesses for damage caused as a result of escape of water and subsidence, due to the nature of these claims. 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 or policy excesses, they are able to cancel within this cooling-off period, without being subject to a cancellation fee. I'm afraid I have been unable to locate your policy with the details you have provided in your review. Therefore, if you wish to discuss this in further detail, please do not hesitate to email me at homereviews@policyexpert.co.uk. Thanks, Jasmine

Posted 3 years ago

“The web journey to buy the policy was easy, simple and user friendly. When I look at the claims and other policy related points are very far from other competitors.”

Helpful Report

Posted 3 years ago

Good Morning Krishna, Thank you for taking the opportunity to leave us a review and for choosing us for your insurance this coming year! I'm pleased to hear that you found purchasing a policy easy, simple and user-friendly. However, I note that you have only left us a 3-star rating. I have attempted to contact you by telephone and email, to see if there are any additional concerns you would like to discuss, but unfortunately, I was unable to reach you. If you do have any feedback about your experience, or if there is anything else I can assist you with, please contact me directly. I am available via phone or you can email me at homereviews@policyexpert.co.uk. Thanks, Ellie

Posted 3 years ago

“Does the job, not had to call on it yet”

Helpful Report

Posted 3 years ago

Good Afternoon John Thank you for taking the time to leave us a review and for choosing Policy Expert as your home insurer. I appreciate that you may not feel in a position to review our claims service, however. we do welcome all feedback ranging from the process of setting up/renewing a policy via our channels to the quality of our online services and communications. As we are always looking to improve on the service we provide, if you do have any feedback about your experience, or if there is anything else I can assist you with, please contact me directly. I am available via phone or you can email me at homereviews@policyexpert.co.uk. Thanks, Nisha

Posted 3 years ago

“Good policy covers home emergency and legal aid included.”

Helpful Report

Posted 3 years ago

Good Morning, Thank you for taking the time to leave us your feedback. I'm pleased to hear you are happy with our Home Emergency and Legal Expenses policy. If your rating of 3-stars is also reflective of your experience, please do let me know - we would love to get some further feedback from you. I am available at homereviews@policyexpert.co.uk. Thanks, Ellie

Posted 3 years ago

“I've not had to make a claim as yet or speak to anyone but impressed with the price for the cover”

Helpful Report

Posted 3 years ago

Good Afternoon Thank you for taking the time to leave us a review. Firstly, I'm pleased to hear that you're happy with your policy and premium! I appreciate that you may not feel in a position to review our claims service, however, we are proud to say that we have never failed to pay a claim that is covered by our policies. 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 you have any comments with things such as this, please do let me know - we would be happy to receive your feedback. I am available at homereviews@policyexpert.co.uk. Thanks, Nisha

Posted 3 years ago

Policy Expert is rated 4.7 based on 20,064 reviews