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
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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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
Swift response
Swift response. Always kept up to date with next steps. Fast turnaround on sorting my claim. Great service. Helpful staff.
7 October 2026
Reply from Policy Expert Claims
Good afternoon,
Thank you for your fantastic feedback. We are so pleased to hear that you experienced a swift turnaround with your claim, were kept fully informed throughout the process, and found our team so helpful.
Best wishes,
Ellie
Reply from Policy Expert Claims
Good afternoon,
Thank you so much for your wonderful feedback. We are delighted to hear that you appreciated our clear communication and felt well taken care of throughout the entire process.
Best wishes,
Ellie
Can't fault the service from Policy…
Can't fault the service from Policy Expert following a burglary. Great communication throughout Claim settled quickly without any issues.
12 September 2026
Reply from Policy Expert Claims
Good afternoon,
We appreciate you sharing your feedback. We are sorry to hear about the burglary, but we are delighted that our team provided great communication throughout the process and resolved your claim swiftly without any issues.
Best wishes,
Ellie
Reply from Policy Expert Claims
Good afternoon,
Thank you for sharing your experience. We are delighted to hear that your request was processed so quickly and that the overall experience met your expectations. Your strong recommendation means a lot to our team.
Best wishes,
Ellie
Initial response.
Policy expert team came to assess damage to bedroom and carpets after leak was fixed. The guys got stuck straight in, we offered to help but told they would handle everything.
They did, they moved furniture, lifted carpets and removed skirting boards.
Now we have a humidifier set up and they will return to remove.
First impressions of actions from policy expert and team are good. No cutting corners.
Full bathroom requires to be removed, a lot more damage than i had previously expected and it was there surveyors that picked up on that.
5 October 2026
Reply from Policy Expert Claims
Good afternoon Mr Florence,
We are happy to hear that our team provided such efficient and hands-on assistance following the water leak. It is good to know that our specialists took care of the heavy lifting, from shifting furniture to removing the damaged materials, so that you did not have to worry about the manual labor. Discovering that the moisture extended under the bathroom was undoubtedly an unexpected and challenging update to receive, but we are glad our detailed survey caught the full extent of the issue early on. We remain committed to guiding you through the drying process and the subsequent restoration work to ensure your home is completely restored. Thank you for sharing your experience with our service.
Best wishes,
Ellie
Prompt efficient service.
Very grateful for prompt response and settlement of claim at a difficult time.
6 October 2026
Unprompted review
Reply from Policy Expert Claims
Good afternoon Ms Astley,
We are so glad that we could offer a fast resolution and support you during such a challenging period. Thank you for taking the time to share your positive experience with us.
Best wishes,
Ellie
Excellent service
The process of filing the claim, providing evidence and receiving the settlement was super easy and seamless. I received prompt replies and the settlement was paid without any fuss promptly into my account. I have been very impressed with their service.
6 October 2026
Reply from Policy Expert Claims
Good afternoon Ms Bradley,
Thank you for taking the time to share your feedback. We are delighted to hear that submitting your claim details went so smoothly and that you received quick responses from our team. It is wonderful to know that your settlement was processed promptly and hassle-free, leaving you with such a positive impression of our service.
Best wishes,
Ellie
The slowest response
The slowest response, left me at 7 months pregnant with no running water or use of bathroom / shower for what would have been 4 months!! Thankfully the drainage company sorted the issue sooner however insurance didn't even know they had been out.
6 October 2026
Reply from Policy Expert Claims
Good morning,
Thank you for sharing your feedback. We recognize how extremely stressful it was to face prolonged utility delays, especially during your pregnancy.
Your claim has been passed 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
Jack was calming and clear in this…
Jack was calming and clear in this stressful time. He explained what each step of his visit was about and what the next steps of progression were. No question was stupid and he took pride in his work.
6 October 2026
Unprompted review
Reply from Policy Expert Claims
Good afternoon Mr Noble,
We appreciate you taking the time to share your feedback. We are so pleased to hear that our team member was able to provide reassurance and clarity during such a stressful situation, taking the time to answer all of your questions thoroughly.
Best wishes,
Ellie
Professional ,knowledgable but above all friendly friendly
Professional ,knowledgable ,updates at every step & above all friendly helpful advice from staff throughout my claims process especially Raheem.
9 July 2026
Reply from Policy Expert Claims
Good afternoon,
We appreciate you sharing your positive feedback. We are so pleased to hear that our team provided a professional and knowledgeable service, keeping you fully updated and offering friendly, helpful advice throughout your claims process.
Best wishes,
Ellie
Reply from Policy Expert Claims
Good afternoon,
We are delighted to hear that you found the process so clear and that everything was resolved for you in a timely manner. Thank you for sharing your positive feedback with us.
Best wishes,
Ellie
Reply from Policy Expert Claims
Good afternoon Mr Mckay,
We are so pleased to hear that your experience was prompt and seamless. Thank you very much for taking the time to share your positive feedback with us.
Best wishes,
Ellie
The post I made two weeks ago elicited…
The post I made two weeks ago elicited a reply from Trinity, and a teat, email and message on the portal. NB the portal was not working correctly for some days. The gist of this was that they would review the case and get back to us in few days. Fourteen days; ten of them working days. No response; no further on with the claim.
5 October 2026
Unprompted review
Reply from Policy Expert Claims
Good morning Ms Stock,
Thank you for sharing your feedback. We appreciate your patience while waiting for an update regarding your ongoing claim. We recognize that the delay in communication and the recent website access issues have caused significant frustration.
Your claim is being investigated in full by our Customer Relations Department and a member of the team will be in touch in due course.
Best wishes,
Ellie
FIRST CLASS SERVICE from ELIJAH FLEMMING of Trinity First…
ELIJAH FLEMMING of Trinity First Response was amazing. Very courteous, professional and very respectful of my property . Would 100% recommend Trinity First Response if all the staff are like Elijah.
5 October 2026
Unprompted review
Reply from Policy Expert Claims
Good afternoon, Mr & Mrs Withers,
We appreciate you sharing your feedback. We are so pleased to hear about your positive experience and that our team member was courteous, professional, and took great care while attending your home. It is wonderful to know you would recommend our service based on the high standard of care you received.
Best wishes,
Ellie
Drying out after flood
Elijah attended this morning. We found him to be personable, knowledgeable and efficient.
5 October 2026
Unprompted review
Reply from Policy Expert Claims
Good afternoon Ms Cook,
We are glad to hear our team member provided knowledgeable and efficient service during your visit today.
Best wishes,
Ellie
Very pleased customers
Responder arrived on time, took plenty of moisture readings which indicated that a humidifier was required which he setup and explained fully also arranging a date to remove humidifier
He was very helpful and courteous.
3 October 2026
Reply from Policy Expert Claims
Good afternoon Mr Payne,
We appreciate you sharing your feedback. We are so pleased to hear that our responder arrived promptly and took the time to explain the equipment and process thoroughly. It is wonderful to know that you found them to be so helpful and courteous throughout the visit.
Best wishes,
Ellie
Great service
The insurance company were great. Everything was done by them seamlessly using a portal with regular updates.
The sub contracted business were also great and completed the work to a high standard.
5 October 2026
Reply from Policy Expert Claims
Good afternoon,
We appreciate you taking the time to share your feedback. We are delighted to hear that our portal kept you updated seamlessly throughout the process, and that the team assigned to your repairs completed the work to such a high standard.
Best wishes,
Ellie
Acted quickly
Acted quickly, respectful and detailed.
Customer service was great.
Everyone that was involved from start to finish were on time, arrived on the given dates and were very professional.
The insurance company were so helpful as were the contractors they use, they all went above and beyond my expectations.
Thank you everyone
Janet Brown
4 October 2026
Reply from Policy Expert Claims
Good afternoon Ms Brown,
We appreciate you sharing your wonderful feedback. We are so pleased to hear that everyone involved was punctual, professional, and thorough throughout the entire process. It is fantastic to know that both our team and the contractors exceeded your expectations and provided great support from start to finish.
Best wishes,
Ellie
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