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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See what reviewers are saying
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
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
Company replied
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 damag... 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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C2E Construction company who completed…
C2E Construction company who completed the work on behalf of Policy Expert were excellent, turning up when they said they would and employing other companies, plumbers and decorators who did an excellent job.
12 October 2026
Reply from Policy Expert Claims
Good afternoon,
Thank you for taking the time to leave such a wonderful review. We are delighted to hear that the contractors and tradespeople arrived promptly as planned and delivered an exceptional standard of work throughout the project.
Best wishes,
Ellie
USE ANOTHER COMPANY
Their lack of communication is shocking. You have to deep dive on the internet to source a contact number, then join a phone queue which is never answered. Their preference is to use their portal; where communications are ignored despite repeated requests to do so. I have no faith in how this mob operates.
12 October 2026
Unprompted review
Reply from Policy Expert Claims
Good afternoon,
We appreciate you taking the time to share your feedback. We recognize your frustration regarding the difficulty in reaching us by phone and the delayed responses on our online portal.
We have passed your claim 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
Very happy great service
Very happy great service! No issues and very helpful staff.
12 October 2026
Unprompted review
Reply from Policy Expert Claims
Good afternoon,
We appreciate you taking the time to share your feedback. We are so pleased to hear that you had a smooth experience and received such supportive assistance from our team.
So that we can pass your claim on to the relevant department, please provide your policy number and claim reference to feedback@policyexpertclaims.co.uk
Best wishes,
Ellie
Very professional but I was very…
Very professional but I was very disappointed to hear that you won't cover the shower and basin where the leak is coming from.
8 October 2026
Reply from Policy Expert Claims
Good afternoon.
We appreciate your positive feedback on our professionalism. We understand your disappointment regarding the coverage limitations for your bathroom plumbing issues.
Best wishes,
Ellie
From my initial contact until the claim…
From my initial contact until the claim was settled, everything went smoothly
6 October 2026
Reply from Policy Expert Claims
Good afternoon Mr Luff,
We are delighted to hear that your experience was seamless from your very first interaction all the way through to the final resolution of your claim. Thank you for taking the time to share your positive feedback with us.
Best wishes,
Ellie
The work done was excellent
The work done was excellent, and the person who did it was helpful efficient,and polite. We would be pleased to have him here again.
9 October 2026
Reply from Policy Expert Claims
Good afternoon Mr Ingham,
We appreciate you taking the time to leave such a wonderful review. It is fantastic to hear that our team member provided excellent craftsmanship while being courteous and effective. We would be delighted to assist you again in the future.
Best wishes,
Ellie
Using the online portal was very useful
Using the online portal was at first a challenge. But once I had gotten used to the format etc. I found the system to very useful. Mainly because I work in a childcare setting and mobile phones are not allowed. So calls would have been difficult to answer.
9 October 2026
Reply from Policy Expert Claims
Good afternoon,
We appreciate your feedback and are glad you found our web system helpful for your daily schedule. We know that navigating a new digital layout can feel tricky in the beginning, and we are grateful for your patience while adapting to it. It is great to know that messaging online fits well with your phone-free work environment.
Best wishes,
Ellie
Came on the specified time and examined…
Came on the specified time and examined thoroughly, friendly
9 October 2026
Reply from Policy Expert Claims
Good afternoon,
Thank you for sharing your positive feedback with us. We are so glad to hear that our team arrived punctually, conducted a comprehensive inspection, and provided a warm, personable service throughout the process.
Best wishes,
Ellie
The whole team at policy expert are…
The whole team at policy expert are absolutely spot on. Caring, professional and effective. I really could not ask for more. They make difficult situation so much easier. It’s service how it should be but never is these days. Hats off to you Policy Expert.
9 October 2026
Reply from Policy Expert Claims
Good afternoon Mrs Hartless,
We are truly grateful for your wonderful feedback. It is heartening to know that our team provided such caring, professional, and effective support to help ease a stressful situation for you. Delivering standard-setting service when it is needed most is always our top priority.
Best wishes,
Ellie
Reply from Policy Expert Claims
Hello Customer
We appreciate you taking the time to leave us a five-star review. We are delighted to hear that our team was courteous, well-informed, and able to complete the work efficiently for you.
Kind regards
Kerrie
Great service
Informed and always quick to respond with any query. A very stressful time was helped by straightforward communication.
8 October 2026
Reply from Policy Expert Claims
Hello Clare
Thank you for taking the time to share your feedback. We understand how difficult navigating these situations can be, so we are glad our team could ease your stress by keeping you well-informed with prompt and clear updates throughout the process.
Kind regards
Kerrie
My phone was sent off 3 weeks ago and…
My phone was sent off 3 weeks ago and im still waiting on it, i think the policy said within 3/5 days return
7 October 2026
Reply from Policy Expert Claims
Hello Jon
Thank you for taking the time to leave a review. We're sorry to hear about the delay in getting your phone returned and understand how frustrating this must be, especially when you were expecting a much quicker turnaround. Please be assured that we have carefully reviewed the details and have referred the matter to our Customer Relations team for further attention.
Kind regards
Kerrie
Great communication.
Great, speedy decision in dealing with our sad accidental loss. Excellent communication and rapid response to our claim.
5 October 2026
Reply from Policy Expert Claims
Hello Jon
We appreciate your feedback. We are sorry for your recent loss, but we are glad our team could provide prompt decisions and clear communication to help make a difficult time a little easier for you.
Kind regards
Kerrie
So easy and so quick
So easy and so quick. Surveyor was with me within days and claim settled within hours. All dealt with online and one home visit easily and quickly arranged. An excellent service. Nothing to complain about which I cannot say about other services. Happy to recommend
8 October 2026
Reply from Policy Expert Claims
Hello Graham
We are thrilled to hear how smooth and efficient your experience was from start to finish. We're glad the home visit was arranged so promptly and your claim was resolved so quickly. Thank you very much for taking the time to share your positive feedback and for recommending our service.
Kind regards
Kerrie
Very happy with the whole process from…
I’m very happy with the whole process of my claim and was dealt with efficiently by the portal team. Thank you.
8 October 2026
Reply from Policy Expert Claims
Good afternoon,
We are so pleased to hear that you were happy with the overall claims process. It is wonderful to know that our portal team handled everything for you so efficiently. Thank you very much for taking the time to share your positive feedback.
Best wishes,
Ellie
I think you have to review your…
I think you have to review your procedures As I think the process took to long .I was given wrong information on your portal.I paid my excess when asked but then received a message saying it was outstanding .
8 October 2026
Reply from Policy Expert Claims
Good afternoon,
Thank you for sharing your feedback. We apologize for the prolonged wait, the portal inaccuracies, and the mistaken message about your excess payment. We are reviewing our processes and updating our system to ensure smoother communication and faster service moving forward.
Best wishes,
Ellie
My claim was professionally dealt with…
My claim was professionally dealt with although I did find contacting anyone a bit tortuous having to go through their claim platform all the time. Just being able to contact a real person would have been so much simpler, for me (the customer!)
7 October 2026
Unprompted review
Reply from Policy Expert Claims
Good afternoon,
We're happy to hear that your claim was handled professionally, and we appreciate your four-star rating. We also hear your frustration regarding the difficulty of reaching a team member directly instead of using the online portal. We are working to make our support more accessible and easy to navigate for everyone.
Best wishes,
Ellie
My very first claim made
The surveyor was very nice. He did exactly what he said he would. He was also very punctual. Explained the options to me without pressurising.
8 October 2026
Reply from Policy Expert Claims
Good afternoon,
We appreciate you sharing your feedback. We are delighted to hear that our surveyor was polite, punctual, and kept his promises. It is great to know he clearly explained your options without making you feel pressured.
Best wishes,
Ellie
Excellent Service
Following storm damage to our conservatory roof my insurance claim with Policy Expert was handled very professionally. Everything was done online and an Assessor from Evander was arranged to visit the property very promptly. Evander confirmed a new roof was needed and submitted the report.
The whole process was easy to follow by logging into Policy Expert via Trinity Claims. The claim was approved fairly quickly and I used Evander to fit the roof as I was impressed with their Customer Service. The Evander fitting team were excellent, as is the roof replacement.
The whole process of making the claim with Policy Expert, contact by Trinity Claims and fitting by Evander was absolutely first class. Would recommend to anyone.
29 September 2026
Reply from Policy Expert Claims
Good afternoon,
Thank you so much for sharing your detailed feedback. We are thrilled to hear how smoothly your claim was handled following the recent storm damage. It is wonderful to know that accessing your updates online was straightforward and that the assessment and installation teams provided such excellent customer service. Knowing you are so pleased with the quality of your new conservatory roof and would recommend the service means a great deal to us.
Best wishes,
Ellie
It was easy to apply for the insurance…
It was easy to apply for the insurance claim and to provide photo evidence. I was kept up to date on the website as to how the claim was progressing. The assessor looked carefully at the damage done and very quickly offered a settlement.
The whole process was quick and efficient.
7 October 2026
Reply from Policy Expert Claims
Good afternoon,
Thank you for taking the time to share your feedback. We are delighted to hear that submitting your evidence was straightforward and that keeping track of your claim online gave you clear visibility. It is wonderful to know our assessor evaluated the situation thoroughly and provided a prompt resolution, making the entire experience smooth and stress-free for you.
Best wishes,
Ellie
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