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Home Protect: Home Insurance reviews

Name: Home Insurance
Rating: 1.88 (34 reviews)

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1.65

Based on 34 reviews, last reviewed 14th Apr 2025

No new 5 star reviews

in the past 90 days

300% increase in 1 star reviews

in the past 90 days

15%

70%

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

Absolutely shocking company. Absolutely shocking company. If you are thinking about taking a policy with this company please think again. I have been a customer for 3 years and I ... Read more Reviewed on: 14th April 2025

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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 (34)

Review of the Home Protect, Home Insurance:

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

Tried to take unauthorised payment

Home protect couldn't decide whether I had automatic renewal or not. So they sent me an email telling me that I had, but that their attempt to take a payment had been declined. The sent me a second email saying that I did not have automatic renewal and that I had to pay manually. At no time did they tell me the renewal amount. When I telephoned to find the cost it became clear why they had been reluctant to tell me. The increase was enormous. I learnt my lesson and moved to a different company with a better policy for less money. Reviewed on: 14th August 2024

AVOID SCAM COMPANY AT ALL COST

AVOID THIS SCAM COMPANY AT ALL COSTS…… AVOID THIS SCAM COMPANY AT ALL COSTS… Payed my insurance premiums to this company only to be told after 4 months of having a hole in my roof that it’s down to poor workmanship and my claim is not covered. There is no customer services with home protect they just don’t call you back for nothing… a one off storm event has nothing to do with the condition of the roof.. please do not use this company as they will take your money and not cover you and remember the surveying officer that comes to the property is the wolf in sheep’s clothing for home protect this claim was all ways getting declined. DO NOT USE THEM 100% fraudsters. Reviewed on: 5th April 2024

Awful Company

I was insured with Home Protect for 8… I was insured with Home Protect for 8 years until today. Never again, I cancelled my insurance due to underhand tactics to charge me more for my policy due to their own errors. The company simply does not speak English, they deal in riddles and so many get out clauses their service is worthless. I could not get a straight conversation with their representative today. There are many more insurers out there who provide a much clearer and friendlier and honest service out there. I wont touch this company again and suggest that anyone considering them looks elsewhere also. I shall write a more detailed and scathing review when I have more time but wanted to put up this warning immediately to hopefully avoid others considering using them from having the same awful experience! Reviewed on: 6th March 2024

Do not go with home protect

Please do not solicit this company's services. You would be left deeply disheartened and upset. I had my bag stolen next to me while having a post work drink with a colleague, all recorded on CCTV and reported to the police. It has been 3 months so far waiting for compensation for my Mac which was inside the bag. I was told the company was waiting for the police report, only to find months later that the company did not consider this as a theft only after giving them a call. No such request to the police had been made for months. I was then asked to contact the pub and obtain the cctv footage, which the establishment declined as it can only be provided directly to the police. I have beeb misinformed, stalled and spoken down to so many times. The worst service I have ever experienced. Reviewed on: 6th December 2023

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

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

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