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Home Protect: Home Insurance reviews

Name: Home Insurance
Rating: 1.97 (31 reviews)

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1.76

Based on 31 reviews, last reviewed 8th Oct 2024

50% decrease in 5 star reviews

in the past 90 days

200% increase in 1 star reviews

in the past 90 days

16%

10%

68%

Latest highest rating:

5

Iv not really had any experience yet but what iv hea... Iv not really had any experience yet but what iv heard it's a good excellent service tou provid Reviewed on: 8th October 2024

Latest lowest rating:

1

DO NOT USE HOMEPROTECT Don't waste your money, you'll never get a pay out if you claim. They work incredibly hard to provide evidence the claim can't progress due to you not... Read more Reviewed on: 2nd October 2024

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About this product

Finding a new insurance provider can be daunting with so many options on the market. At Smart Money People, we want to make this process as simple as possible for you. We collect Homeprotect home insurance reviews to help you make an informed decision when choosing your new provider.

Homeprotect is underwritten by AXA Insurance to provide a range of home insurance policies. Choose between contents and buildings insurance, or select a combined policy of the two. Homeprotect also offers specialist home insurance for a variety of circumstances. Standard buildings and contents policies come with basic legal expenses and home emergency cover. These are upgradable for more comprehensive protection.

Does Homeprotect sound like the right provider for you? Check out our Homeprotect home insurance reviews to gain valuable insight into the provider and its policies. Find out how satisfied customers are with the customer service they have received. Learn about what you can expect from the claims process, and more.

Have you had a home insurance policy with Homeprotect? Share your honest experience with others on Smart Money People. Tell us what policy you chose and whether you selected any additional extras. Were you satisfied with the cost of your premium for the level of cover you received? Did you secure cover with Homeprotect despite having unique home circumstances? Have you made a claim on your policy, and if so, how well was it handled? Leave a Homeprotect home insurance review today.

Home Protect Home Insurance reviews (31)

Review of the Home Protect, Home Insurance:

THE MARK OF A GOOD INSURER IS WHEN YOU TRY TO CLAIM!

In January 2024, during a cold snap, the water main supply pipe for our property burst. We were relieved to discover that our insurance with Home Protect covers the repair of the pipe, but the relief was short lived. Nearly nine months later and our burst pipe still hasn't been fixed, and there has been hundreds of litres of water leeching into the ground daily during this period. My wife and I have spent hours on the phone trying to get this issue resolved, without success. To make matters worse, the handling of our claim has been handed off to several different companies, each supposedly necessary to ensure the matter is resolved, but sadly it has been months of obfuscation, misinformation, zero communication, and a litany of excuses and ineptitude. The only communication we have received is to say that "we are waiting for a report," or "this is being escalated so we can get it resolved," or "we're waiting to hear from X, so we can get yet another report, which will say exactly the same thing as all the other numerous reports which we've been waiting for, but nobody knows what to report, or who to report it to, because we haven't got a clue about anything!" We currently have an Olympic sized swimming pool forming right next to our house, with the potential risk of water damage to the foundations, and when we try to convey the seriousness of the matter in hope of action being taken, we are just met with silence, or a poor attempt to convince us that they are taking the matter seriously. I look forward to Home Protect responding to this review with the usual generic response, designed to feign concern. Reviewed on: 17th September 2024

Incorrect Advise Leading to Non-coverage

I was incorrectly advised by one of the sales team so I was not covered for my phone away from my property. Be warned this company has lots of loopholes that make it hard to claim and they have a cancellation fee so that even when they won't cover you they'll charge you in order that you can switch to an insurer who will. DO NOT USE THIS COMPANY. Reviewed on: 10th November 2023

75% hype in insurance premiums for existing customers with no claims

I was astounded when my house insurance renewal notice arrived, A massive 75% increase in my premium, this is despite the fact that everything remains exactly the same as 12 months ago and I have not made any claims, calls to their customer service was a complete waste of time , in any case no company could justify a 75% increase in any product or service . The financial Conduct Authority need to introduce tighter regulations to protect the consumer , Reviewed on: 9th October 2023

Average insurance but reasonable prices

Although written by Axa with customer service provided by Home Protect this insurance cover is sufficient, but lack lustre. I found customer services, quite frankly difficult to engage, it was difficult to make enquiries and get things done, but it was a good price.. I’m not sure how they would be in the area of making a claim, but I imagine it would be a challenging based on my engagement on simple enquiries. Reviewed on: 23rd August 2023

Zero customer service. Total six hours on hold. Don't answer emails. No way to talk to them

Had a claim. We paid out thousands for repairs. Loss adjusters approved all quotes but Homeprotect won't pay out. They said 3-7 days. Now past 30 days. Reviewed on: 16th August 2023

Paid £1300 insurance and not covered

I paid my full annual insurance of £1300 on the 28th June, 2023. When my documents didn't come through a week later I contacted them and they said that they had no record of my payment but that there finance department would be in touch. After a further week there was no correspondence and my home was not insured. I phoned them again. They said I had two option. First to repay the £1300 or secondly they would send an email to finance and hope they picked it up soon. I put a complaint forward which was upheld and the case was closed. They said that they would honour any claim I made but still no documents sent to me. The following day I got an email saying that I wasn't insured because they hadn't had any payment. I'm back on the phone now and they are saying they have received my payment and I will be insured, but they cannot send me my documents for 30 days. I have demanded to speak to a manager. Its not good enough! Reviewed on: 11th July 2023

Appalling Home Emergency Cover

My basement started to flood this morning at 6am. I logged a help request with Home Protect and explained that a blocked external drain had caused heavy rain to run off into my basement. I advised that urgent help was needed because more rain was forecast and the water level would likely rise further and ruin the washing machine, tumble dryer, fridge and solar batteries. It's now 4pm and no one has been to help and the water level is still rising. I have just been advised by Home protect that they can't get anyone to me until tomorrow morning. That will be 27 hours after I first called. I live in London.. How is it possible not to have ANY emergency cover available? Reviewed on: 12th April 2023

It took months to negotiate my claim, which is still not paid.

It took months to negotiate my claim, which is still not paid. I complained about their service and that their lack of communication, which was acknowledged, and they ignored all my communications by phone and email for months. I finally raised the issue with the ombudsman, and they lied and said they had not recieved my complaint. They then sent me a complaint resolution, without actually speaking to me to find out what my complaint was. The resolution did not address my concerns. Their resolution is the final, and only, response they intend to provide for any complaint. In addition, they do not treat clients personal information correctly. I made a subject access request, which was acknowledged, but never further responded to. I called their contact centre (30+ minutes waiting time) and was informed that had never received my subject access request. When I advised the request had been acknowledged, they could only apologise, but did not raise another complaint. I am currently on hold (56 mins waiting time so far) to speak again with one of their claims handlers. I am writing this review to pass the time. Reviewed on: 24th March 2023

Cancelled my home insurance and was sent a default on my credit rating

I had my house insurance buildings and contents cover with Home Protect and called them mid policy with two months remaining to cancel the policy as I had sold my house and was moving in with my parents whilst waiting for my house purchase to complete. I was advised that I had to pay £50 cancellation fee on the £15.73 a month policy with two months left to run. This was waived by a manager as more than the monthly payments remaining. The two months passed and then I received an email from HomeProtect issuing me with a default notice under section 87(1) of the consumer credit act 1974. I called their telephone line and spend over two hours on the phone to various people trying to explain that I cancelled the policy two months ago and I was out through to 4 different people no one was able to revolve the issue. In the end the operator made a complaint on my behalf but I was unable to speak directly to the complaints team. I am livid to have a default on my credit account. I would never use this company again or recommend. Reviewed on: 6th March 2023

Avoid at all costs

Home emergency - called to make claim - after many hours in a queue gave up and completed their online form. Acknowledgement email says they'll be in touch swiftly. A month later and I've still not heard. Completed their complaints form and was promised a reply in 2 days - 10 days later no response. Cannot get through on the phone, emails never responded to. Will be raising with ombudsman. Reviewed on: 2nd February 2023

Poor Claims Service

Negligent service, ignore your emails. I have an emergency and i've been waiting 2 months for a reply! Reviewed on: 7th January 2023

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