When I was sorting out my elderly brother's affairs I found that he had been paying two companies for house insurance over a number of years. I called Paymentshield to discuss this and they explain... See more
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
My experience with payment shield was made so easy as I deal with a lovely lady called Elaine. She helped me through explaining all points in detail with such kindness patience and professionalism. I... See more
Company replied
Paymentshield has been an amazing service, even when I wasn't still living in the house they made me feel safe. Once I noticed I forgot to turn off the service they were super helpful and made the pro... See more
Company replied
I recently contacted customer support to sort out some unusual payment activity. I somehow ended up with a refund before a payment for my policy had been taken. The team were brilliant. They cleared... See more
Company replied
Company details
- Insurance Company
- Home Insurance Agency
- Income Protection Insurance Company
- Insurance Agency
- Landlord Insurance Company
- Renter's Insurance Agency
Information provided by various external sources
Paymentshield work hard to make life easier for their policyholders, especially when life doesn’t go to plan. Paymentshield offer 5 Star Defaqto rated insurance products and partner with cherry picked insurers who provide a claims service centred on keeping families in their homes or getting them back there as quickly as possible.
Contact info
Wight Moss Way, PR8 4HQ, Southport, United Kingdom
- 0345 601 1050
- online.feedback@paymentshield.co.uk
- paymentshield.co.uk
4.9
Excellent
9K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Great service over the years
Great service over the years, thank you.
August 13, 2026
Unprompted review
Reply from Paymentshield
Good afternoon Anne,
We're grateful for your continued support over the years and truly appreciate your kind words.
Thank you for being a valued customer!
Have a great afternoon.
Diana, Paymentshield
Excellent Customer Service
My query was dealt with quickly and accurately especially as my misunderstanding of my policy is what caused the issue. I communicated with Lucy Greer who was polite, efficient and friendly. She sorted my problem out super fast and kept me informed of my claim on a regular basis. My refund arrived exactly when it was advised and I was very pleased with the outcome.
July 29, 2026
Unprompted review
Reply from Paymentshield
Good afternoon Deborah,
We are delighted to hear about your positive experience and that your query was handled quickly and accurately.
It's wonderful to know that Lucy was polite, efficient, and friendly, keeping you informed throughout the process. We're pleased that your refund arrived as advised and that you were very satisfied with the outcome.
Have a lovely evening.
Diana, Paymentshield
Dawn excwllent service
Dawn, the agent i spoke with, was absolutely lovely and so helpful.
The time to get through to a real person was very quick
The whole experience was efficient and enjoyable and the quote I received was very reasonable. I highly recommend Payment Shield
August 12, 2026
Unprompted review
Reply from Paymentshield
Good afternoon Margaret,
We are pleased to hear about the excellent customer service you received. It's truly wonderful that Dawn was so helpful and found you a reasonable quote. We are very glad you found the experience so enjoyable.
Thank you for sharing your fantastic feedback!
Have a lovely afternoon.
Diana, Paymentshield
Sam 5 Star ⭐
Sam!
In 30+ years, I have never experienced someone so friendly, kind and helpful within Customer Service!
Absolutely fantastic. Thank you Sam!
August 11, 2026
Unprompted review
Reply from Paymentshield
Good morning Rich,
We appreciate you taking the time to share your positive experience.
We are glad to hear that Sam provided such a fantastic experience and was friendly and kind. We appreciate your wonderful feedback!
Have a great day.
Diana, Paymentshield
Excellent experience with payment…
Excellent experience with payment shield, very detailed explanation.
August 6, 2026
Unprompted review
Reply from Paymentshield
Good morning Paulina,
We're happy to hear that our detailed explanation was helpful.
Thank you for sharing feedback about your excellent customer experience!
Have a super day.
Diana, Paymentshield
Refund
We had an issue with our house and contents insurance which was dealt with by Lucy Greer quickly and efficiently, thanks
August 11, 2026
Unprompted review
Reply from Paymentshield
Good morning Lee,
We appreciate you sharing your positive experience.
We are so glad your house and contents insurance issue was handled quickly and efficiently.
Have a lovely day.
Diana, Paymentshield
Lucy Greer responded to my query very…
Lucy Greer responded to my query very quickly and resolved my issue.
August 11, 2026
Unprompted review
Reply from Paymentshield
Good morning
We are so pleased to hear that your query was handled quickly and your issue was resolved.
We truly appreciate you sharing your positive experience with us.
Have a great day.
Diana, Paymentshield
A pleasant experience
I spoke to Dawn this morning who was charming, extremely efficient and made my experience enjoyable. I will most certainly use Paymentshield again in the future.
August 11, 2026
Unprompted review
Reply from Paymentshield
Good afternoon Peter,
We're so pleased to hear you had such a positive customer experience and found Dawn charming and extremely efficient.
We appreciate your kind words and look forward to assisting you again.
Have a lovely afternoon.
Diana, Paymentshield
Mark Eustace took care of my telephone…
Mark Eustace took care of my telephone call today. He helped me a lot, I misread my quote, he talked about my new quote. He was beyond helpful i wish there was more people like him. Honestly he was superb. A credit to your company
August 10, 2026
Unprompted review
Reply from Paymentshield
Good afternoon Ernie,
We are delighted to hear about your excellent customer service experience with Mark.
It's wonderful to hear you received such helpful assistance regarding your quote and we are certain Mark will be thrilled with your amazing feedback!
Have a lovely afternoon.
Diana, Paymentshield
Excellent customer service
Had a great phone call with Lisa who helped me set up a contents insurance package. Was very clear and infomative from start to finish, a very easy and straightforward process. I would highly recommend.
August 10, 2026
Unprompted review
Reply from Paymentshield
Good afternoon George,
We're so pleased to hear that you had a great experience setting up your contents insurance package. It's wonderful that our team member was clear and informative, making the process easy and straightforward for you.
We appreciate your high recommendation!
Have a great afternoon.
Diana, Paymentshield
Efficient customer services
Very quick response on phone, exceedingly pleasant person understood my need to cancel newly taken out insurance, swiftly executed and details confirmed by email within minutes. Certainly will come back as customer for a fresh quote.
August 10, 2026
Unprompted review
Reply from Paymentshield
Good afternoon Alan,
We are delighted to hear about your positive experience with our team. It's wonderful to know that our colleague was pleasant and efficient in assisting you with your insurance cancellation.
We look forward to welcoming you back for a new quote in the future!
Have a great afternoon.
Diana, Paymentshield
Excellent service
Excellent service ! Mark was great, very professional and efficient ! Thank you
August 10, 2026
Unprompted review
Reply from Paymentshield
Good afternoon,
Thank you for taking the time to share your positive experience. We are delighted to hear that you found the service excellent and our team member professional and efficient.
Have a lovely day,
Aisha - Paymentshield
Very easy cancellation process
Very easy cancellation process. Completed in a 3 minute phone call. Very nice person on their end made the process very easy. Although as normal no cancellation process on the website. You either have to call or chat through their website.
For the actual insurance policy like most providers. Very competitive first year policy in terms of price then the 2nd year price goes up significantly and unless your on the ball and see the emails and manage to opt out of the auto renew policy your stuck with an expensive above market rate insurance policy for a whole year. Didn't make the same mistake with the 3rd year policy though. Cancelled and got a cheaper one elsewhere.
August 10, 2026
Unprompted review
Reply from Paymentshield
Good afternoon,
We appreciate you taking the time to share your feedback regarding your experience with our cancellation process and policy renewals. We are glad to hear that the phone cancellation was easy and handled by a helpful team member. We understand your point about the convenience of online cancellation options and will certainly consider this for future improvements.
We also acknowledge your comments about the premium adjustments after the first year and the auto-renewal process. We aim to be transparent with our policy terms and pricing, and we recognize the importance of clear communication regarding renewals. Your insights are valuable as we continuously work to enhance our customer experience and policy offerings.
Have a lovely day,
Aisha - Paymentshield
Reply from Paymentshield
Good morning,
We are sorry to hear about your frustrating experience with our customer service. We are committed to improving and appreciate you bringing this to our attention. If you would like us to look into this further, please email your concerns to appealsandcomplaints@paymentshield.co.uk and we will be more than happy to investigate this matter.
Kind Regards,
Aisha - Paymentshield
Helpful
Helpful, explained everything well, easy setup. Highly recommend.
August 7, 2026
Unprompted review
Reply from Paymentshield
Good morning,
We're so glad to hear our explanations and setup process were helpful for you. We truly appreciate your high recommendation!
Have a lovely day,
Aisha - Paymentshield
Dual Insurance refund.
I contacted paymentshield by phone on Wednesday. The lady was both sympathetic and helpful. I have today (Friday) received an email from Penny which has quickly and efficiently dealt with my problem.
August 7, 2026
Unprompted review
Reply from Paymentshield
Good afternoon Christine,
We are delighted to hear that your issue was resolved quickly and efficiently by Penny.
It's also wonderful to know that you received such sympathetic and helpful service from our team. Thank you for sharing your positive experience!
Have a lovely weekend.
Diana, Paymentshield
Very professional
Lisa was very professional and knowledgeable about the products. Quote was competitive overall I was very pleased. Thank you
August 7, 2026
Unprompted review
Reply from Paymentshield
Good afternoon Jennifer,
We are delighted to hear that you had such a positive experience. It's wonderful to know that you found Lisa professional and well-informed about our products and your quote was competitive. Thank you for sharing your amazing feedback!
Have a lovely weekend.
Diana, Paymentshield
Dawn was extremely helpful
Dawn was extremely helpful and achieved me an excellent rate for my buildings insurance. Well done!
August 5, 2026
Unprompted review
Reply from Paymentshield
Good afternoon Melanie,
We're so happy to hear that Dawn was extremely helpful and secured an excellent rate for your buildings insurance.
We appreciate you sharing your amazing 5 star experience!
Have a great weekend.
Diana, Paymentshield
Reply from Paymentshield
Good morning Melissa,
We are so pleased to hear that you found our service polite, helpful, and efficient.
Thank you for taking the time to share your positive experience with us; we truly appreciate it.
Diana, Paymentshield
Helpful, polite and respectful
Akbar Ali was very helpful, polite and the process to cancel my policy due to me moving out and not needing insurance elsewhere for a while, very easy. I would 100% recommend Payment shield.
August 4, 2026
Unprompted review
Reply from Paymentshield
Good morning,
We're delighted to hear that the process to cancel your policy was easy and that you received such helpful and polite service from Akbar.
We appreciate you recommending us!
Have a super day.
Diana, Paymentshield
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.