Write a review

Go to business site

Homeprotect: Home insurance reviews

Name: Home insurance
Rating: 2.57 (46 reviews)

View other Homeprotect products

2.86

Based on 46 reviews, last reviewed 18th Oct 2025

700% increase in 5 star reviews

in the past 90 days

100% decrease in 1 star reviews

in the past 90 days

30%

54%

Latest highest rating:

5

Great customer service Very happy, easy to renew home insurance, great customer service. Reviewed on: 18th October 2025

Latest lowest rating:

1

Not fit for purpose In over 40 years of having home contents policies with cover for personal belongings away from home, I have never known it not to include loss, only d... Read more Reviewed on: 3rd July 2025

Read all reviews Write a review

About this product

Homeprotect home insurance policies are underwritten by AXA insurance.

With a Homeprotect home insurance policy, basic legal expenses and home emergency cover are included as standard. You can buy a policy for range of situations including unoccupied homes, renovations, working from home and holiday homes.

Homeprotect home insurance reviews help you find out what it’s really like to be a customer. If you’ve used Homeprotect before, you can also leave a review and share your experience.

Review Homeprotect: Home insurance now

Help others make smarter decisions by sharing your own experience.

Write a review

Homeprotect Home insurance reviews (46)

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

Hope your premium covers your claim

We have HomeProtect buildings and contents insurance, we made a claim in July and after 20 emails, hours on the phone I still haven't had any correspondence with reference my claim My online account doesn't even have the claim showing!! Absolutely disgraceful service they should not be entitled to be an insurance company. Reviewed on: 8th November 2022

Steer clear not interested in customer service

Very poor service, 3 months so far with a claim. Raised a complaint and they used the complaint instead of my claim. Email and call and no response what so ever. I'm afraid if I need any other claims. Reviewed on: 14th October 2022

Non-existent customer service

Like other reviewers I have found HomeProtect's customer service, IT support and banking to be appalling. I took my policy out in April 2022 and every single month HomeProtect fail to take the payment. My bank says the direct debit is set up, HomeProtect say it is set up and yet every single month they fail to take the payment and I have to call up and make payment. They fail to respond to all emails, they never send confirmation emails they say they will, they pass you from handler to handler during each call. An Insurer who cannot handle basics of taking direct debit payments is very concerning, I dred to think how badly they would handle any claim. I wish I had never come accross them. DO NOT USE HomeProtect, shop around and use a competent Insurer. Reviewed on: 31st July 2022

My first experience with HomeProtect was disastrous

My first experience with HomeProtect was extremely negative. I signed insurance Policy Ref: C28/0673726 on March 18, 2022. What happened: I decided to change direct debit bank. I called and notified HomeProtect. On June 24, I received an official confirmation from HomeProtect about the change of bank details. However, when the time came for the next month payment (£78.39) the company used the old details (I was notified by the bank where I closed the account) and HomeProtect, of course, did not receive money. On June 30 HomeProtect notified me that my most recent instalment of £78.39 hasn't been paid, due to insufficient funds. I have been fined (£20) and I was informed that a loan agreement (at a rate of 12%) should come into effect. I called HomeProtect and begged them to use new payment details that I had previously informed them off and which they officially confirmed. In vain. They kept claiming that they used the new details. I contacted the new bank and got confirmation that HomeProtect has not made any attempt to collect the payment. What I did: I realized that I was in a dangerous situation. Having money, I could make a payment because of unprofessional and incomprehensible actions of HomeProtect. I called HomeProtect again and said I didn't want to make monthly payments. I want to pay the entire balance before the end of the contract in a lump sum. This conversation took place on June 30. My new bank confirmed that HomeProtect received the amount (£655.02) on July 1. Until now (today is the 10th of July 2022) I do not have official confirmation from HomeProtect that my financial obligations to HomeProtect have been repaid in full. My calls with inquiries to HomeProtect did not lead to any results. As a result: 1. I have already suffered financial losses (I paid a fine (£20) for HomeProtect mistake in the client's payment details). 2. I am in a state of uncertainty. The company refuses to acknowledge receipt of my money in the amount of £655.02. 3. All I hope is they don't try to get more money from me. My advice: NEVER USE HomeProtect! IT IS DANGEROUS! Reviewed on: 9th July 2022

Do you have a different Homeprotect product?

Share your experiences with products to help others make smarter financial decisions and learn more about different products available. Write a review

Alternative products

Landlord Insurance
from Direct Line 2.96 from 42 reviews
Landlord Insurance
from intasure 0.00 from 0 reviews
Landlord Insurance
from RightSure 5.00 from 5 reviews

Want to see more from Homeprotect?

Landlord insurance
from Homeprotect 4.33 from 2 reviews

View all products

Join Smart Money People

Keep up to date on ratings of your favourite businesses. Find out about our awards and write new reviews with ease

Create an account

News, guides and insight from our team

View resource hub