From the moment I got in touch to find out what I needed to do I got great customer care with understanding. An assessor was sent out quickly, I was then advised what they would do once the cause was... See more
Company replied
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We had a bad house fire and we had a decontamination team sent to clean the house . I can say they were excellent - Craig, Joe, Theo and Daniel all worked extremely hard , they were polite, helpful, a... See more
Company replied
The whole of the policy expert team, Have developed an excellent approach to handling situations .listening ,understanding, empathy. Could not complain of any person. All I can say is th... See more
Have silver home insurance buildings and contents but can’t claim for rain damage as doesn’t come under terms of the policy .? A surveyor was sent out though and we were treated like idiots he’d mad... See more
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Company details
Written by the company
We are the claims division for Policy Expert, getting things done for our customers quickly and effectively is what sets us apart. When life takes an unexpected turn, we combine smart technology with genuine human care to deliver a market-leading claims experience.
Contact info
14 Sovereign Way, TN9 1RS, Tonbridge, United Kingdom
- home.claims@policyexpertclaims.co.uk
- policyexpertclaims.co.uk
4.5
Excellent
9K reviews
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Reply from Policy Expert Claims
Good afternoon,
Thank you so much for taking the time to leave us this wonderful five-star review. We are delighted to hear that our team was able to assist you so promptly, and we truly appreciate your kind feedback.
Best wishes,
Ellie
Marin and Lynn made making a claim…
Marin and Lynn made making a claim really easy for me as I’ve never had to make a claim before explained each step as it happened so thank you so much as it was a really stressful time for me.
October 14, 2026
Reply from Policy Expert Claims
Good afternoon,
We appreciate you sharing your feedback. We are so pleased to hear that making your first claim was a smooth process and that our team guided you clearly through every stage to help ease your stress during a difficult time.
Best wishes,
Ellie
Kitchen disaster
I explained what had happened,a leak from the washing machine and Policy Expert assigned a surveyor to call and assess the damage.He arrived 2 days later and said I needed new flooring after the damage had been repaired and the kitchen dryed out. Offered a settlement amount,we agreed on this and the money was in my bank 2 days later. This is how insurance should be settled, no unnecessary time wasting as it's a very stressful thing to sort out. Well done Policy Expert.
October 7, 2026
Reply from Policy Expert Claims
Good afternoon,
We are so pleased to hear that your claim was handled quickly and smoothly. Dealing with water damage from an appliance can be a very stressful experience, so it is wonderful to know our prompt assessment and hassle-free settlement helped put your mind at ease. Thank you for sharing your positive feedback with us.
Best wishes,
Ellie
Staff were very professional courteous and helpful…
Staff were Very helpful, polite and respectful in explaining everything . Very professional
October 14, 2026
Reply from Policy Expert Claims
Good afternoon Ms Collins,
We are delighted to hear that our team provided such a professional experience by taking the time to guide you through all the details in a courteous manner. Thank you for sharing your wonderful feedback.
Best wishes,
Ellie
Reply from Policy Expert Claims
Good afternoon,
Thank you for sharing your feedback with us. We are delighted to hear that you experienced such prompt service and that your issue was handled so effectively. Your satisfaction is very important to us.
Best wishes,
Ellie
Was so quick and easy from the start I…
Was so quick and easy from the start I did ask about the dashboard but you explained and I found it etc so that was me!. Everyone Iv had to speak to had been wonderful can’t fault anything a smooth easy transition to do thank you
October 14, 2026
Reply from Policy Expert Claims
Good afternoon Ms Wilmot,
We are so pleased to hear how quick and straightforward your experience was from the very beginning. It is wonderful to know that our team was able to assist you with the online portal and that everyone you spoke with provided such supportive service. Thank you for sharing your positive feedback about the smooth process.
Best wishes,
Ellie
IT TOOK SOME TIME BUT THE WATER MAIN…
IT TOOK SOME TIME BUT THE WATER MAIN WAS REPLACED VERY EFFICIENTLE.
October 12, 2026
Reply from Policy Expert Claims
Good afternoon,
Thank you for your review. We're glad you enjoyed your experience with our team.
Best wishes,
Ellie
A job well done!
Everything was sorted on the initial call with an explanation of the process and a name of the company who were going to do the work. Due to a busy workload the job took a long time to start but was completed on one day. A job well done.
October 14, 2026
Reply from Policy Expert Claims
Good afternoon Mr Carter,
Thank you for your feedback. We are happy to hear that our team clearly outlined the next steps for your project right from the start. We appreciate your patience regarding the initial delay, and we are glad the actual work was completed efficiently to your satisfaction in a single day.
Best wishes,
Ellie
Claim for burst water main approved quickly
Policy Expert have insured our home for a number of years, and this was the first time we had had to make a claim. Our water supplier informed us that based on their smart meter readings we had a leak, and sure enough, with the internal stopcock turned off the meter was still whizzing round. I submitted an online claim to Policy Expert and they instructed a contractor to inspect the very next day. They then reported back to Policy Expert with a quote to replace the water main between the meter and the house, which Policy Expert approved, and the work was then completed two weeks later. Policy Expert kept me informed of progress through their claims portal, and it made everything very straightforward and hassle free. Based on this experience I would recommend Policy Expert as a good insurer.
September 20, 2026
Reply from Policy Expert Claims
Good afternoon,
We are glad to hear that your recent experience with our service was so positive. Dealing with an unexpected plumbing issue, such as an undetected pipe leak discovered through meter readings, can certainly cause stress and uncertainty.
Thank you for taking the time to share your feedback and for recommending our service based on your positive experience.
Best wishes,
Ellie
The drying team were exceptional
The drying team were exceptional, so efficient two hard working men, restored our faith as we had been missed off the system.
October 10, 2026
Reply from Policy Expert Claims
Hello Customer
Thank you for taking the time to leave a kind review. We are glad to hear that the hard work and efficiency of our drying team helped restore your confidence after the initial scheduling oversight.
Kind regards
Kerrie
My mother had a burglary at her home
My mother had a burglary at her property,they broke in through the conservatory doors ransacked her bedrooms whilst she was in her home. She is 90 next week I know your company is based on line but this was no help to her, I spoke with operators on the phone but this at times was very frustrating, after speaking to an operator on Monday the balance to fix her conservatory doors is being sent to her.
She had jewellery stollen but she had been given this jewellery over 60 years ago so she has not got receipts or photos of the pieces. I understand that without receipts or photos you are unable to compensate.
September 10, 2026
Unprompted review
Reply from Policy Expert Claims
Good afternoon,
Thank you for sharing your feedback with us. We extend our deepest sympathies to your mother following such a distressing incident in her home. It is understandable how challenging this situation has been for her, especially given her age and the sentimental value of the items involved. We acknowledge the difficulty of navigating an online process during a crisis and the frustration experienced while communicating with our phone operators. We are glad that the funds for the door repairs have been issued and the claim has not been brought to a close.
Best wishes,
Ellie
Alex and Jo were fabulous
Alex and Jo were fabulous, professional courteous and did an amazing job worked hard and kept us updated throughout great lads an asset to the company
Going through sometimes like this present empathy and understanding
October 13, 2026
Unprompted review
Reply from Policy Expert Claims
Hello Clare
Thank you for sharing your positive feedback. We understand that going through repairs or property work can be a stressful and challenging time, so we are glad that the team provided reassurance, hard work, and clear communication to make the process as smooth as possible for you.
Kind regards
Kerrie
The process was painless from start to…
The process was painless from start to finish. No issues and all the necessary checks and works carried out in a timely manner.
October 13, 2026
Reply from Policy Expert Claims
Hello David
We appreciate you sharing your feedback. We are delighted to hear that the entire experience went so smoothly for you and that all necessary tasks were completed efficiently and without any trouble.
Kind regards
Kerrie
Reply from Policy Expert Claims
Hello, Good Morning, Sarah
Thank you for taking the time to share your positive experience with us. We're delighted to hear your feedback and will ensure it is shared with the relevant team.
Kind regards
Kerrie
Work was carried out well
Work was carried out well, but taking six months from start to finish was a bit excessive.
October 13, 2026
Reply from Policy Expert Claims
Good afternoon Mrs Farrier,
We're happy to hear that the quality of our work met your standards. Thank you for taking the time to share your positive feedback. We recognize that completing the project took much longer than expected, and we are working to streamline our timeline for future projects.
Best wishes,
Ellie
I have given a feedback report to DASA
I have given a feedback report to DASA, regarding the quality of the work carried out by the two lads...they turned up on time, as arranged and left the area clean and tidy, all in all, a quality repair.
Generally the service was good by all involved, but it takes quite a long time to get to the end result, due to everything being discussed through the portal...in my opinion, phone calls speed things up.
Kind regards, George Mcnally
October 13, 2026
Reply from Policy Expert Claims
Hello George
Thank you for taking the time to share your feedback with us. We are delighted to hear that the team completed a high-quality repair, arrived punctually, and kept the workspace neat and tidy.
Kind regards
Kerrie
WATER WHERE NOT WANTED role provided by…
A very supported role provided by policy expert as a company and at all points of contact both on line and personally by phone ,when needing to talk to a member member of their staff ,contractors, were very friendly and helpful as well ,thank you.
October 7, 2026
Reply from Policy Expert Claims
Good morning,
We appreciate you taking the time to share your feedback. It is wonderful to hear that you felt well-supported across all stages of your experience, whether online or over the phone. We are glad that both our team members and contractors were friendly, helpful, and attentive to your needs.
Best wishes,
Ellie
Reply from Policy Expert Claims
Good morning,
We are happy to hear that our team processed your claim so quickly and provided efficient service. Thank you for your review.
Best wishes,
Ellie
Kept up to date with everything great…
Kept up to date with everything great staff helping me from every angle service was excellent from start to finish well done to everyone involved
October 12, 2026
Reply from Policy Expert Claims
Good morning,
We appreciate you sharing your wonderful feedback. We are so pleased to hear that you felt well supported by our helpful team and were kept fully informed with excellent service throughout the entire process.
Best wishes,
Ellie
The chap who came round was very polite…
The chap who came round was very polite and helpful. He also seemed very thorough in his actions.
October 12, 2026
Reply from Policy Expert Claims
Good morning,
We appreciate you taking the time to leave this feedback. We are delighted to hear that our team member was courteous, supportive, and conducted a comprehensive inspection during his visit.
Best wishes,
Ellie
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