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Lorna S

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Review of the Policy Expert, Home insurance:

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Terrible service at renewal, claims experience poor

Our policy premium almost doubled at renewal. Got quotes elsewhere at a better price. They took renewal payment much earlier than expected, while we were still sorting out our renewal. When we spoke to live chat to cancel, we were given a reduced price which we agreed to, but told we had to speak to someone and have a new quote. Spend 30 minutes on the phone for the price to have gone up from £520 to over £1000. They then said they could bring the cost down by increasing my excess by over £400. Refused to budge and honour what we had been told on live chat, claiming we were told there was an error. We were told the monthly payments might change and given a very slightly different annual payment, but within a few pounds, not shooting up to £1000. Stinks of either scamming customers or poor systems. Wasted over 30 minutes of my time. Very unhelpful agent called Harry who didn't give me much confidence he knew what he was doing. Have been a customer for several years, but won't make that mistake again. Claims company not great either - couldn't make contractors available then offered us a settlement price of half of what was reasonable to do the work. Had to chase multiple times for results of asbestos test, which meant we had no access to a bathroom for a family of 4 for about a week. Reviewed on: 17th September 2026

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