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Steven Darrah

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Review of the Policy Expert, Home Insurance:

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Awful Claims Experience.

The true testament to any insurance company is what happens when you need to make a claim, and, quite frankly, Policy Expert (Accredited Insurance Europe), are crooks. We had a very clear and obvious landslip at the rear of our property during a winter storm. This impacted a retaining wall and subsequent rear elevation wall. After sending an assessor out, remedial work was carried out to stop the roof collapsing. The contractor at the time then gave PE a price to undertake the work. After this price was given, everything changed. PE send a new surveyor out to assess the damage - with the clear intention of trying everything they could to decline the claim. The surveyor changed his mind and decided that the claim should be declined, with a largely unsubstantiated guess at what 'might' have happened. We were then forced to make a complaint to the Ombudsman, despite the cause of the claim being within the boundaries of the policy wording and conditions. The Ombudsman found in our favour and upheld the complaint, yet this wasn't enough for PE, who then questioned the decision of the Ombudsman. Their argument was pathetic, based on guesswork and lies. After 11 months, the Ombudsman found in our favour for the 2nd time. Our wall is near-collapsed and the contents of that part of the property are decimated from mould and water damage. (PE refused to pay storage costs). I an only encourage people to heed this as a warning. PE do everything they can to refuse claims, and it'll take up months of your time trying to fight them. Reviewed on: 14th November 2023

Reply from Policy Expert Hello Steven, Thank you for taking the time to leave us your review. After speaking with Trinity, they've confirmed that they haven't received a final outcome from the ombudsman. However, once they've received this, you will be contacted. Thanks, Nisha Response date: 20th November 2023

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