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
- Tenant'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.
Prompt, clear and efficient
Prompt, efficient and clear guidance throughout. I dealt with one individual (Mark Eustice) which was a great help.
Many thanks
4 August 2026
Unprompted review
Reply from Paymentshield
Good morning
We're so pleased to hear that you received prompt, efficient, and clear guidance throughout your experience.
We're glad that dealing with Mark was a great help to you.
Have a great day.
Diana, Paymentshield
Reply from Paymentshield
Good morning Anne,
Thank you for your super 5 star feedback!
It's great to hear you found our team so friendly and knowledgeable.
Have a lovely day.
Diana, Paymentshield
Helena was lovely and informative
Helena was lovely and informative. She was very clear about what I needed and helpful. She was a real pleasure to talk to, if and when I call again I hope it’s her I deal with. She is amazing at her job and it made my experience so much easier, something that could have felt long ending up being an enjoyable experience. Honestly she needs a raise. Helena’s customer service is top notch, I got what I needed and the information was clear and again she was a joy to talk to. Thank you for a lovely experience.
3 August 2026
Unprompted review
Reply from Paymentshield
Good morning,
We are so pleased to hear that you had such a positive and enjoyable experience. It's wonderful to know that our colleague was able to provide clear information and excellent service, making your interaction so much easier and more pleasant. We truly appreciate you sharing your kind words.
Have a lovely day,
Aisha - Paymentshield
ABYSMAL
ABYSMAL. DO NOT GO WITH THIS COMPANY.
they will palm you off to some AI chat bot that will do whatever you say until a human looks at it and decided to not follow through with what you want.
Its a cheap and tacky operation. Felt like a scam to me.
Finding your policy is difficult. And when you do figure it out. You cant cancel straightforward. You have to jump through hoops while customer service mess you about.
3 August 2026
Unprompted review
Reply from Paymentshield
Good morning,
We are truly sorry to hear about your frustrating experience. We understand your concerns regarding our AI chatbot and policy cancellation process. We are actively reviewing our customer service interactions and policy accessibility to ensure a smoother, more transparent experience for everyone. Your feedback is invaluable as we work to improve.
Have a lovely day,
Aisha - Paymentshield
Lucy Greer was extremely helpful and…
Lucy Greer was extremely helpful and professional. I would use this company in the future. Thank you again!
3 August 2026
Unprompted review
Reply from Paymentshield
Good morning,
We are so pleased to hear that you had such a positive experience. It's wonderful to know that our team member was extremely helpful and professional, and we truly appreciate your kind words. We look forward to assisting you again in the future.
Have a lovely day,
Aisha - Paymentshield
Great service on phone
Spoke to Martin. He was fabulous dealing with my query as well as getting it sorted quickly for me.
3 August 2026
Unprompted review
Reply from Paymentshield
Good morning,
We are so pleased to hear that we were able to resolve your query quickly and efficiently. We appreciate your kind words.
Have a lovely day,
Aisha - Paymentshield
I had a call with a lady named Destiny
I had a call with a lady named Destiny, and I have to say, not only did she handle my call professionally and politely, but she also did everything she could to resolve my issues. I cannot speak highly enough of the way she handled my call.....
3 August 2026
Unprompted review
Reply from Paymentshield
Good afternoon,
We are so glad to hear about your positive experience with our team member. It's wonderful to know we could resolve your issues professionally and politely. We appreciate you sharing your kind words.
Have a lovely day,
Aisha - Paymentshield
My experience with payment shield was… excellent
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. It was an absolute pleasure. Also a good competitive price. Thank you Elaine 😊 and Payment Shield 🛡
3 August 2026
Unprompted review
Reply from Paymentshield
Good afternoon,
We are so pleased to hear about your excellent experience. We appreciate your kind words regarding the detailed explanation, kindness, patience, and professionalism you received. Thank you for your positive feedback.
Have a lovely day,
Aisha - Paymentshield
great customer service
Mike provided great customer service. Answered all my questions and was reassuring about my cover. Which is helpful as insurance can be confusing.
3 August 2026
Unprompted review
Reply from Paymentshield
Good afternoon,
We're so pleased to hear about your positive experience and that our team member was able to answer all your questions and reassure you about your cover. It's great to know that we could help make understanding insurance less confusing for you.
Have a lovely day,
Aisha - Paymentshield
Fantastic Service
Anna Gore was absolutely brilliant! I had loads of questions that were all answered with patience and understanding. The cover we have has given us total peace of mind. Highly recommend!
1 August 2026
Unprompted review
Reply from Paymentshield
Good afternoon,
We are so glad to hear that your experience was brilliant and that all your questions were answered with patience and understanding. It's wonderful that your cover has given you total peace of mind.
Have a lovely day,
Aisha - Paymentshield
Have insurance with payment shields
Have insurance with payment shields, and need help on a claim. The customer service team went out of their way to help given my situation. Not only did they follow up with an email with clear next steps, but they save me additional money. Really impressed.
31 July 2026
Unprompted review
Reply from Paymentshield
Good afternoon,
We are so pleased to hear about your excellent experience with our customer service team. It's wonderful that they went out of their way to assist you with your claim, providing clear next steps and saving you money. Thank you for sharing your positive feedback.c
Have a lovely day,
Aisha - Paymentshield
Insurance - the better way!
Not often you find insurance companies and/or brokers, that care more than the bottom line and genuinely hear and help you in your needs, to find what’s best for you, rather than what’ll be best for them. PaymentShield is one of those rare examples of truly putting the customer first.
A special mention to Dave Hartley for his patience, care and attention to detail, all with a level of customer care rare these days. Some want you to listen, others listen to you. Dave falls in the second category. Thank you!
31 July 2026
Unprompted review
Reply from Paymentshield
Good afternoon,
We are truly grateful for your incredibly kind words and the wonderful 5-star rating. It means a great deal to us to hear that our commitment to putting our customers first resonated so strongly with you. We are especially pleased that our team member provided such a high level of care and attention. We always strive to ensure our customers feel genuinely heard and supported in finding the best solutions for their needs. Your feedback reinforces our dedication to these values. Thank you for sharing your positive experience with us.
Have a lovely day,
Aisha - Paymentshield
Efficient and resourceful.
31 July 2026
Unprompted review
Reply from Paymentshield
Good afternoon,
Thank you for taking the time to leave 5 star feedback. We really apprichiate it.
Have a lovely day,
Aisha - Paymentshield
I had a very positive experience
I had a very positive experience. The customer service was excellent, and the staff were kind, helpful, patient, and understanding throughout the process. They took the time to listen to my concerns, answered all my questions clearly, and made me feel valued. I really appreciate their professionalism and support. Thank you for the excellent service.
31 July 2026
Unprompted review
Reply from Paymentshield
Good afternoon Ranpati,
We're so pleased to hear you had such a positive experience with us. It's wonderful to know that our team was kind, helpful, patient, and understanding, and that they made you feel valued. We truly appreciate your kind words about their professionalism and support.
Have a super weekend
Lewis - Paymentshield
Quick contact by phone.
It was great to make contact and actually speak with someone using a phone. Having ploughed through various insurance companies using online forms, to no avail, I was able to immediately discover if my personal circumstances would be within the remit of Paymentshield.
Julie gave reassurance that the proposed building work I needed undertaking would be covered and so I was able to answer the relevant questions and proceed speedily to a very competitive quote.
Great experience and I highly recommend.
31 July 2026
Unprompted review
Reply from Paymentshield
Good afternoon Ian,
We are so pleased to hear about your positive experience and that we could assist you effectively. It's wonderful to know that Julie provided the clarity and reassurance you needed, especially after encountering difficulties elsewhere. We always aim to make the process straightforward and efficient for our customers, and we are delighted that we could offer a competitive quote that met your requirements. Thank you for your kind words and recommendation; we truly appreciate your feedback.
Have a super weekend
Lewis - Paymentshield
Reply from Paymentshield
Good afternoon Isobel,
Thank you for taking the time to share your positive experience. We are so pleased to hear that you were happy with the service you received from Dawn.
Have a super weekend
Lewis - Paymentshield
Queries dealt with efficiently
I had two queries when I rang to potentially accept the house and contents renewal, one regarding the cost ( I had looked at Go compare website which were less) and I was about go on holiday so if I did accept when would I pay We discussed both queries and we were able to come to an agreement on both I found Courtney to be very empathetic and a good listener as well as showing interest and concern for me After our discussion I was pleased to renew in a time frame suitable to me
29 July 2026
Unprompted review
Reply from Paymentshield
Good morning Howard,
Thank you for your fantastic 5-star review. We are so pleased to hear that we were able to address your concerns regarding your renewal and that you had such a positive experience. It's wonderful to know that Courtney was empathetic and helpful.
Have a super day
Lewis - Paymentshield
Excellent Customer Service
I contacted the team today to cancel our insurance policy as we have already moved house and the customer service I received was excellent from start to finish. The representative was friendly, professional and made the whole process quick and straightforward.
29 July 2026
Unprompted review
Reply from Paymentshield
Good afternoon,
We are so pleased to hear that your experience with us, even during a cancellation, was excellent from start to finish. It's wonderful to know our representative was friendly, professional, and made the process quick and straightforward for you. Thank you for your kind words.
Have a super day
Lewis - Paymentshield
Elaine and her colleagues have been…
Elaine and her colleagues have been extremely polite, efficient, and helpful. I really appreciate their help.
29 July 2026
Unprompted review
Reply from Paymentshield
Good afternoon,
We're so glad to hear that you had such a positive experience and that Elaine and our other team members were efficient, polite, and helpful. We appreciate you sharing your feedback with us.
Have a super day
Lewis - Paymentshield
Excellent
Excellent, easy to talk to Elaine. Very efficient, phone answered promptly and questions answered.
28 July 2026
Unprompted review
Reply from Paymentshield
Good morning,
We appreciate you sharing your positive experience. We're so glad to hear that Elaine was efficient and that your questions were answered promptly.
Have a super day
Lewis - 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.