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
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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 for your feedback regarding the trouble accessing your protected communications. We are actively reviewing our encryption platform to ensure a smoother experience.
Best wishes,
Ellie
Reply from Policy Expert Claims
Good afternoon,
We are delighted to hear that you had a great experience with us. It is wonderful to know that submitting your request was a smooth and swift process for you. Thank you for sharing your positive feedback with our team.
Best wishes,
Ellie
No communication or progress of my claim
After a surveyor visited the property on the 3/9/26 I have heard nothing about my claim. No-one seems to be reading messages on the customer portal which is their preferred means of communication. Trying to phone them is very difficult. I understand the recent hot weather has resulted in an increase in claims for subsidence. However the lack of communication is totally unacceptable for a company calling themselves Policy Expert!
Waiting on the phone for an hour this afternoon with no one answering. Still no replies on the customer portal
October 2, 2026
Unprompted review
Reply from Policy Expert Claims
Good morning Mr Lawes,
We are very sorry to hear about the lack of communication regarding your ongoing claim following the surveyor's visit. We understand how frustrating it is to experience delays and difficulties reaching us through the portal and by phone, especially during such a stressful time. Please rest assured we are doing what we can to assist our Ground Movement Team during this unprecedently busy period.
We have passed your claim over to our Customer Relations Department to investigate in full and a member of the team will be in touch in due course.
Best wishes,
Ellie
First ever claim
I have never ever claimed anything on my house insurance, this was the first time ever. The process waa straightforward and the visit to my property was booked swiftly and without delay. After the visit my claim was sorted out the same day. A really good experience to do something that was quite daunting.
October 2, 2026
Reply from Policy Expert Claims
Good afternoon,
It can be very nerve-wracking to file a home insurance claim for the first time, so we are thrilled to hear that the experience was such a positive one for you. We are glad that the inspection was arranged quickly and that your claim was resolved on the very same day. Thank you for sharing your kind feedback with us.
Best wishes,
Ellie
Professional visit to my home
The men that attended my property were professional, precise and informative. They were a pleasure to deal with
October 2, 2026
Reply from Policy Expert Claims
Good afternoon Ms Wilson,
We appreciate you taking the time to share your review. We are delighted to hear that our team members were professional, accurate, and helpful during their visit, making the experience a pleasant one for you.
Best wishes,
Ellie
Delays and poor communication
There were delays from the outset to start and get the work done, both from Trinity and Lled Construction Ltd. It took 3 months for the work to be completed and 3 visits from Lled. However once on site they were able to finish the job off. In fairness to them they managed to overcome the difficulties with fixing the barn roof. I was happy with the work once completed. What was most disappointing was the lack of communication as I had to contact Trinity on a number of occasions to try and find out what was happening, it took 3 months from raising the claim to the work being completed.
October 2, 2026
Reply from Policy Expert Claims
Good afternoon Mr Parkin,
Thank you for sharing your feedback with us. We appreciate your patience during the three-month period it took to resolve your claim and complete the repairs on your barn roof. While we are pleased that the final craftsmanship met your expectations and the structural challenges were successfully resolved, we acknowledge that the initial delays and the lack of proactive updates caused frustration. Having to reach out repeatedly to get progress reports is not the experience we want to provide. We are currently reviewing our communication processes and contractor scheduling to ensure clearer, more frequent updates and faster completion times for future projects.
Best wishes,
Ellie
Very efficient management of the claim
Very efficient management of the claim. Easy steps to follow and immediate responses. No delays. Courteous agents. Timely communication and claim settled within days. Many thanks for such a professional service.
October 2, 2026
Reply from Policy Expert Claims
Good afternoon Ms Adams,
We appreciate you taking the time to share your feedback. We are delighted to hear that your experience was smooth from start to finish, with straightforward steps and rapid assistance. It is wonderful to know our courteous team kept you well-informed and resolved everything so quickly for you.
Best wishes,
Ellie
Excellent service from Harvey
Excellent service from Harvey! Really prompt to help with the claim refund and support on the call. 10/10 for clarity of explanations. Thank you!
October 2, 2026
Unprompted review
Reply from Policy Expert Claims
Good afternoon,
We appreciate you taking the time to share your wonderful feedback. We are so pleased to hear that you received prompt assistance with your claim payout and that our clear explanations provided great support during your call.
Best wishes,
Ellie
Communication was poor
Communication was poor, with two emails of mine sent with no reply, called ans received a swift response, claim was settled, but then the awful '5 working days' until settlement received, in this day and age, this should absolutely no be necessary, and is prompting me to possibly switch companies.
David Entwistle
October 2, 2026
Reply from Policy Expert Claims
Hi David
We're pleased that your claim was settled successfully and that we were able to assist you promptly when you contacted us. We're sorry to hear that you were dissatisfied with the payment timeframe. The timescale advised is part of our standard process and allows for the necessary banking and payment processing times.
Kind regards
Kerrie
Liam and Kai were great
Liam and Kai were great. Called ahead to let me know when they were going to arrive. Assessed the area of our leak and installed drying equipment quickly and efficiently. Very helpful
October 2, 2026
Reply from Policy Expert Claims
Good afternoon,
We appreciate you sharing your feedback. We're delighted to hear that our team communicated well before arriving, assessed the situation promptly, and installed the necessary drying equipment quickly and efficiently to help you.
Best wishes,
Ellie
Reply from Policy Expert Claims
Good afternoon Mr Ashworth,
Thank you for sharing your positive feedback with us. We are so pleased to hear that our team was diligent, dedicated, and straightforward to communicate with during your experience.
Best wishes,
Ellie
Excellent service
Excellent service. Received a call to tell me how far away they were away. Friendly staff talked us through the process.
Easy to talk to and sympathetic to our situation.
September 30, 2026
Reply from Policy Expert Claims
Hello Mary
We are pleased to hear that our staff provided you with excellent service and were able to make you feel at ease.
Kind regards
Kerrie
Very prompt action taken by company and…
Very prompt action taken by company and kept informed throughout.
October 1, 2026
Reply from Policy Expert Claims
Hello Amanda
We are pleased to hear that you found our actions prompt and that we kept you well-informed throughout the process.
Kind regards
Kerrie
The last gentleman I actually spoke to…
The last gentleman I actually spoke to on the phone (I couldn't get into messages in the portal) was very helpful & very quickly sorted my query & completed my claim. Thank you.
September 29, 2026
Reply from Policy Expert Claims
Hello Marilyn
We appreciate you sharing your feedback. We're pleased to hear that the person you spoke with was very helpful and quickly sorted your query and completed your claim.
Kind regards
Kerrie
The technician who came out was a nice…
The technician who came out was a nice guy, respectful and did his job. No complaints here
October 1, 2026
Reply from Policy Expert Claims
Good afternoon,
We are so pleased to hear that our technician provided such a positive experience. Thank you for taking the time to share your feedback with us; we truly appreciate your kind words.
Best wishes,
Ellie
A good outcome.
Hi, I am very satisfied with the way I was treated and the outcome of the claim. The only problem I had was when I thought I would end up with different hearing aids that I didn’t like. This was soon sorted and all ok now .
Thanks.
October 1, 2026
Reply from Policy Expert Claims
Good afternoon,
We are so pleased to hear that you were satisfied with how your claim was handled and the final outcome. We understand your initial concern about the hearing aids, and we're glad it was resolved to your satisfaction. Thank you for your kind words!
Best wishes,
Ellie
Great service
After finding my ceiling dripping with water and placing my claim, if was so quick and settled in no time.
Very pleased with the service from start to finish
October 1, 2026
Reply from Policy Expert Claims
Good afternoon Ms Johnson,
We appreciate you sharing your feedback. We're delighted to hear that your claim was quick and settled in no time, and that you were very pleased with our service from start to finish.
Best wishes,
Ellie
I wanted to take a moment to say how…
I wanted to take a moment to say how pleased I have been with the service I’ve received. The whole experience has been efficient, professional and refreshingly customer-focused.
Sadly, in my experience, this level of service can sometimes feel like the exception rather than the rule in the UK, so I particularly wanted to acknowledge it. Your responsiveness, communication and willingness to help have made a very positive impression.
It’s genuinely reassuring to encounter a service that gets things right, and I’m very grateful for the way I’ve been looked after.
October 1, 2026
Reply from Policy Expert Claims
Good afternoon Ms Jones,
We are incredibly pleased to hear such positive feedback about your experience. It's wonderful to know that our commitment to efficiency, professionalism, and customer focus made such a positive impression. We truly value your kind words.
Best wishes,
Ellie
Hot water pipe leak
Swift action when I explained I had no hot water or heating.Assessor came and made an offer which was settled within a week.Telephone staff were very helpful and friendly.
October 1, 2026
Reply from Policy Expert Claims
Good afternoon,
We are so pleased to hear that we were able to act swiftly to resolve your issue with no hot water or heating. It's wonderful to know our telephone staff were helpful and friendly.
Best wishes,
Ellie
Don't Insure!!!!!!
If only I could give - score. Please don't insure with these!!!!!! It's been nearly 12 months since my property was flooded & no work has started. Being a single disabled vulnerable adult who lives alone & unable to do anything physically myself, they have so many failures. They have allowed my home to go into disrepair & deteriorated significantly. It's not just me, there are 4 other neighbours in the same position as myself. This company are unreasonable, unreliable & basically don't know what they are doing. So much money has been wasted. What's the point of paying a premium when they are not there when you need them the most. Completely let down!!!!
November 4, 2025
Unprompted review
Reply from Policy Expert Claims
Good morning,
We are sorry to hear you are not happy with the service you have provided.
So that we can give your comments the attention they deserve and investigate your claim in full, please provide your policy number and claim reference to feedback@policyexpertclaims.co.uk
Best wishes,
Ellie
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