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Policy Expert : Home insurance reviews

Name: Home insurance
Rating: 4.73 (9139 reviews)

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4.73

Based on 9,139 reviews, last reviewed 16th Jul 2026

200% increase in 5 star reviews

in the past 90 days

No new 1 star reviews

in the past 90 days

84%

14%

Latest highest rating:

5

Great cover at a very competitive price! Under £200 for annual cover including Home Legal Select & Home Emergency Select - very happy with this! Reviewed on: 16th July 2026

Latest lowest rating:

1

Don't expect to be able to claim on your insurance Last week, I had to use an emergency locksmith to get into our home. My key and my partner's key both simply did not unlock the door. Something turned... Read more Reviewed on: 12th May 2025

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About this product

Policy Expert home insurance policies are available in three levels of cover – bronze, silver and gold.

You can get a quote and manage your Policy Expert home insurance policy online. Policy wording has been reviewed by the Plain English Campaign, who champion policies that are crystal clear.

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

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Policy Expert Home insurance reviews (9139)

DO NOT PAY OUT

We’be had a nightmare with policy expert / trinity claims. LIARS, tried to tel lus that they’re a broken and not a home insurance policy themselves. They will pass you from pillar to post if they “claims specialist” they have on their books. DO NOT USE! Reviewed on: 14th April 2023

Avoid at all cost

Dreadful they will try and get out of paying out for a claim. Very poor customer service which actually lie about contacting you. If you want to call make at least 45 mins just to get through. Very poor. Save yourself money time and effort. Avoid. Reviewed on: 12th April 2023

TERRIBLE IF NEED TO CLAIM

stay away from this company!!! Had a roof leak (puddle in the loft and leaking into my bedroom). Been told it will be 7-10 days before I even get a call about this (not a visit, a PHONE CALL in order to book a visit). Every time it rains it gets worse, storms forcast for the next week and I’ve told them this but they do not care that it is becoming worse. I had a roofer come and check it and they said it is an urgent job and needs to be fixed within the week (which they can do but not without insurance claim going through). It will be 4+ weeks before it is fixed, meanwhile my beams are getting wetter and wetter and more puddles are forming in the loft dripping onto me at night. Terrible for making a claim. Will not be going with them again for insurance. AVOID. Will delete bad review if my some miracle they actually do their job. Reviewed on: 27th March 2023

found via a comparison site

I hadn't heard of them before, found them via a comparison site but they have been great! Reviewed on: 23rd March 2023

No help whatsoever

No customer service, can't speak to anyone in charge. Reviewed on: 27th January 2023

Useless!

It's true - you find out how good your insurer is when you have a claim. Policy Expert 24 hour Home Emergency Helpline is completely uncontactable. Wait hours on the phone in a queue or simply get cut off. Eventually made contact (1hr 46 mins in queue from 0100 to 0146) Promised 4 days running that someone would be out same day to fix a leak. Nobody comes and no contact from insurer. 6 days on and still waiting (and leaking). Reviewed on: 21st December 2022

DO NOT USE

Awful service, cannot get a hold of anyone, my house flooded on Friday, it is now Monday evening and I have spoken to one person today, this is the first I've managed to get through. I was told I need to contact the drying team, was given a number that rings out and I cannot leave a voicemail!!! I have 3 children 8,6 and a 1 year old, we have been left with no heating, water or electricity. I have complained and that's been ignored. This company is awful, terrible service, left on hold for hours and hours. Please please please do yourself a favour and DO NOT USE THIS COMPANY FOR HOME INSURANCE. If you are with them CHANGE IMMEDIATELY Reviewed on: 19th December 2022

Claiming with this company financially ruined us

Initially, when we brought our insurance policy we saw all the positive reviews, we now realise these were all from people who had yet to claim on their insurance. Once you see reviews of those attempting to claim they often become negative. We had a house fire in 2022, in our family there's was husband and I (at this point I was 3 months pregnant) and our two children (3 years and 10 months old). Our kitchen was badly damaged and we had smoke damage throughout the rest of the property. When we called the emergency line the first man we spoke to could not find our insurance policy, despite us telling him the policy number (it turned out he was searching the wrong date despite being repeatedly told the correct one). This meant we got referred to someone else who eventually called us in the middle of the night. We were left with no emergency accommodation and no where to go. The next day we managed to find a family member who would let us stay with them, as the insurance company had now phoned back and said they would reimburse us for a few nights in a hotel, however they could not tell us what an acceptable cost was and we would just have to pay and see if they would cover the cost (we could not afford this). It took a week for the cleaning team to come. They were meant to clean the property and write a list of contents which could not be salvaged (but not remove any structual contents. Due to the fire damaged kitchen staying in situ we had to call the team out an additional two times due to soot moving around the house. The cleaning team also told us our children's toys were safe, however once inspected they were covered in soot and we had to argue and even go to management to get them to replace the toys. We had the same issue with multiple other items, including our children's bed and cot. They offered to pay the rent on a flat, however we would have to pay both our household bills and those on the flat, which again we could not afford. Due to this we were forced to move our family back into the smoke damaged property with no boiler, we had no heating and no hot water. Eventually due to endless issues we got changed to a new case handler who seemed to be helping, until it came to the surveyors report. It took 2 months for the first surveyor to come and view the damage. After this it took weeks to get the report back, we then realised it was completely wrong. He said our kitchen had items it didn't/didn't have items it did, he even missed off that the boiler was ruined. It then took another week for another surveyor to come round who agreed the report was wrong. The insurance company said they never got the second surveyors report. At this point we started being ignored by our case handler and every single contact in the company we had, so we took to social media and pleaded online for a response, we then found a lot of others were doing the same. They eventually agreed their report was wrong in early August. Then the settlement offer they gave was unreasonably low, however, they would not budge on it. We ended up having to do all the redecoration and ripping out of the kitchen on our own as we couldn't afford to pay someone else to do it and pay for a new kitchen with fitting. We eventually got the decoration completed and kitchen put in a few weeks before our baby was born. Our kitchen burning down was horrific, but the treatment of this company financially broke us and used all our savings, not to mention the months my children had to be in a house surrounded by soot because weren't allowed to rip out the kitchen because otherwise they wouldn't pay us for it and we couldn't afford to live else where. My son has since developed asthma and every complaint to this company has been fobbed off. Take this as a warning and do not insure with them. Reviewed on: 4th December 2022

COWBOY HOME INSURANCE COMPANY

DO NOT USE THIS COMPANY!!! You think your home will be insured but they have every single get out of clause within their terms and conditions to make sure they do not pay you out. Cowboy insurance company and a bunch of thieves on their board stealing genuine hardworking people’s money. Housing insurance company that will happily take your money but never payout. THIEVES Reviewed on: 5th November 2022

Brutal - if making a claim

I am currently going through a claim with Trinity on behalf of Policy Expert. To say these guys are charlatans would be kind... DO NOT USE. They will draft a scope that is missing much of the work required and having had 3 contractors out , all of which have laughed at their scope and more so at the cash offer made, which happens to be about half the cost of the actual work required. then as an added bonus if you want them to appoint a contractor they will be 6 -8 weeks before they can start, that doesn't include the 4 weeks we have been in discussion regarding the scope and still on going..... I have never left a review in my life but if you want to be on the receiving end of this level of service when you have the stress of making a claim use Policy Expert/Trinity claims.. or if you would just like to be treated fairly don't ever pick the phone up to them in the first place.... YOU HAVE BEEN WARNED Reviewed on: 1st November 2022

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