Policy Expert Claims Reviews 

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!!!!

Both of the drying team were friendly, sociable and professional. They respected my property and understanding that I was working from home so always explained what they needed to do and asked when they could do it, keeping noise to a minimum.
Highly rated and commend as members of your organisation.
Every part of the process has been explained to me and why certain activities undertaken and I welcome them back next week to assess the progress of the drying process

Very good team. Everyone who I dealt with was professional, knowledgable and helpful. A good experience overall. Thank you

Very polite, focussed and determined to seek out the source of the water leak and fix it. And double checking after tithe fix before leaving. Excellent!

Easy claims process. Swift response and support.

The work carried out by pure property was professional and faultless really good. The time it took policy expert to organise the claim and actually getting the repairs started was long drawn and in my opinion not acted on quickly enough.

Fantastic service and response to our needs. Arrived on time and professional at all times

Had to wait 4 months before claim was complete. Every message took too long to respond.. phone calls long waiting time to talk to an agent.

really quick to respond, i have had 2 visits and both have been vey professional and friendly

The speed at which I was able to make my claim online. I did have problems uploading receipts but resolved issue by making two phone calls. The agents who responded were most helpful. Trinity showed understanding when I was unable to upload receipts for some of the stolen items. My claim was settled swiftly, which helped to reduce the stress I had suffered due to the theft of my cabin bag.

Very helpful, pleasant telephone staff.
Contractor who actually carried out the repair also very good.
Everyone did what they said they were going to do and when they said they were going to.

Excellent service and prompt attention to my claim

The left hand doesn’t know what the right is doing . It dragged out and also tried not to pay out at first with some feeble reason . It was basically a farce start to finish … no efficiency whatsoever

I can highly recommend them.
From start to finish it was a fast, seamless process, very quick responses every time, made a stressful time far better.

Reuben from Trinity First Response attended my property for the final visit to check that the drying process had been completed.
He was very informative and clearly explained what he needed to do and the current situation. I had several questions regarding the payment towards the electricity costs, and he was able to answer all of them. He advised that the payment would be made within 24 hours, and I was pleased to see that he was absolutely correct.
Following the damage caused by the leak, I also had several bags of rubble that needed to be removed. Reuben said he would arrange for these to be collected within three days, but I was very pleased that they were actually collected the following day. Thank you, Reuben, for arranging this so quickly.
Trinity First Response as a whole have been fantastic so far. Their communication has been prompt, and responses have been quick and helpful. I was initially a little dubious about using the online portal for communication, but so far it has worked extremely well.
From the initial reporting of the water leak, through to the drying process and the payment for the loss of contents, everything has been handled smoothly and efficiently. I have been very pleased with the service I have received so far.
I just hope the next stage of the process goes just as smoothly!
Thank you to everyone involved.

Very helpful and easy to communicate through the portal - thank you.

The whole claim procedure has been horrendous. After submitting the initial claim an assessor visited my property, he was very courteous and went about his report. He told me he thought my water ingress was due to a drain possibly damaged and a team with a camera would attend to confirm. His report gave an estimate for repairs which I thought was strange when the total extent of the issue was unknown.
Trinity first response then attended, he suspected a different source for the ingress, namely a channel between my conservatory and roof of my property. I didn’t dispute what he said but suggested that the dampness in the property was not in the same area but he was adamant. I didn’t like to hear him constantly talking about how low his salary was and how he only got minimum wage, that did not inspire me. He left a drier on site, I immediately noticed a jump in my energy supply of 2kwhs, I asked who pays for that energy supppy and how much was paid per KWh, he GUARANTEED I would be paid for all energy used but was not able to tell me at what rate. He arranged to come back in 3 weeks. I then got a visit from “ SOS” leak detection, “Guaranteed to locate the leek”, he was a very polite person and explained exactly his methods. He identified the water ingress as rain water, he could not say where the leek was coming from. I again said I had reservations about the ingress being from the said channel. I then got a message from the not user friendly portal, saying the ingress was from the channel and I should get a qualified roofer the fix the issue and let them know when this had taken place. I immediately attended to that task and let them know via the portal, they then said I needed a report from the roofers!!! I let them know I thought they should have stated that fact before I got the work done. ( obviously )!
The clearing of the channel did not solve the ingress issue and when the Trinity team returned there was no improvement at all to the amount of moisture in the wall, so, the drier had been on for 21 days 24/7 using 2Kwhs the equals 48kwhs per day x 21 days =3 weeks 1008 kwhs @ 42p per hour= £423! and it had no effect because the ingress had not been identified prior to the drier being used.
The trinity team then identified another different ingress source ( soil pipe flashing accidentally damaged by previous contractor ), I again asked about the reimbursement for all the energy used and said about my reservations regarding meeting my energy bill, he was very blazè and said” I guarantee you will be paid”! He went into the room where the moisture was most apparent and said he wanted to look behind a panel covering the riser that had the soil pipe contained inside. I showed him the screws holding the panel in place, I was distracted by a phone call and had to leave the room, when I returned they had punched a big whole in my wall above the panel !!! In order to see behind the panel that just had screws holding it in place. I was not pleased and asked him why he had not just removed the panel? “ it’s covered anyway” was his reply, I suggested it was the easy option.
After he left I noticed the heater / drier had been turned up higher and was using even more energy.
He did not have the courtesy to tell me.
Since this episode messages have been flying too and throw on the portal disputing the cause of the ingress and damage to the flashing on the soil pipe, Trinity maintain it’s due to “ poor workmanship” in the first instance when the flashing was installed! It was installed in 1966! And has been sealed for 60 years until a recent contractor has clearly accidentally scraped down the pipe with a solar panel and dislodged the flashing, I maintain that was accidental.
They will not concede to my point of view so I asked for a deadlock letter so I can take the case forward.
I have received a call from first response team member who distorted the facts and was not in possession of other facts.
When the first response team attend my property I am supposed to get a 1 hour notice of attendance, instead I got a 10 minute prior call saying if I wasn’t there for them they would not attend!
The case continues.
Obviously I am not happy and I do intend to take this higher.
Watch this space.
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Addition 01/10/2026
Finally got a final response letter.
Absolutely full of inaccuracies!!!
I aim to respond informing them of their errors and proceed to the ombudsman.
WATCH THIS SPACE
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Still waiting for the contact
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Only one problem. The online portal is not easy to follow

Having not made a house claim for probably 30+ years I had little to compare to but I have to say the experience was really positive. Good online portal and the staff I spoke to were all very helpful. No complaints at all

Julian