One of the best phone calls I ever had was today, someone ringing up and offering to pay for something....thank you Tony for your professional, friendly and polite manner and a very favourable outcom... See more
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See what reviewers are saying
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
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
Company replied
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
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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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This company invites their customers to review, whether positive or negative
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Great first time experience
First time going through an insurance process. Had no problems with the process, uploaded some photos and they had the whole process done in two days
25 September 2026
Reply from Policy Expert Claims
Good morning,
We're so pleased to hear that your first insurance process was smooth and efficient. It's wonderful to know that uploading photos helped us complete everything for you so quickly.
Best wishes,
Ellie
I can't work the portal,the telephone…
I can't work the portal,the telephone is a waste of time I get through in about 10 minutes then they put me through to someone else I hold for 50 minutes then it cuts of totally unacceptable,all I am asking is to be kept up to date with my claim
18 August 2026
Reply from Policy Expert Claims
Good morning,
We sincerely apologize for the frustration and inconvenience you've experienced with our portal and telephone service. It's completely understandable that you're upset about the difficulty in getting updates on your claim.
We have passed your claim over to our Customer Relations Department who will investigate in full and a member of the team will be in touch in due course.
Best wishes,
Ellie
Daniel was professional and courteous
Daniel was professional and courteous, it a shame that I had to wait over a week after the leak was repaired before he attended and will not be returning for nearly 3 weeks to check up on the progress of the dehumidifier.
22 September 2026
Reply from Policy Expert Claims
Good morning,
We appreciate your feedback regarding the waiting period for follow-up appointments. We understand your frustration with the delay in checking on the dehumidifier's progress. We are reviewing our scheduling to improve our response times.
Best wishes,
Ellie
Have been so satisfied
Have been so satisfied
with this insurance company, great communication and very prompt and fair.
25 September 2026
Reply from Policy Expert Claims
Good morning,
We're so pleased to hear of your satisfaction with our company. It's wonderful to know that our communication, promptness, and fairness have met your expectations. Thank you for your positive feedback.
Best wishes,
Ellie
First response was quick but took…
First response was quick but took longer to do the work than I would have liked
22 September 2026
Reply from Policy Expert Claims
Good morning,
We appreciate your feedback and are glad our initial response was prompt. We understand your concern about the time taken for the work. We are always looking for ways to improve our efficiency.
Best wishes,
Ellie
Reply from Policy Expert Claims
Good morning,
Thank you for your wonderful feedback! We are so pleased to hear that you found our process straightforward and our responses prompt. We always strive to make things as easy and efficient as possible for our customers.
Best wishes?
Ellie
Flawless transition claimed for over 20 years…
I have not claimed for over 20 years and this whole experience was flawless. Apart from myself not being wounderful on thr portal the whole claim from start to finish was amazing.
25 September 2026
Reply from Policy Expert Claims
Good morning,
We're so glad to hear your recent claim experience was amazing, especially after such a long time! We appreciate you sharing your positive feedback with us.
Best wishes,
Ellie
Outstanding service
From the very beginning of the claim, the process was incredibly easy and the response was super efficient.
25 September 2026
Reply from Policy Expert Claims
Good morning?
We're delighted to hear that the claim process was incredibly easy and that our response was super efficient for you. Thank you for sharing your positive experience.
Best wishes,
Ellie
One sided unresponsive no account of bereavement
Could not speak to anyone, terrible. Did not asses for decorating cost or rug was not clear. Pushy around acceptance when we are managing a family bereavement that we had deckared.
25 September 2026
Reply from Policy Expert Claims
Good morning,
We are truly sorry to hear about your experience and the difficulties you faced. We understand your concerns regarding communication and the assessment of costs, especially during such a sensitive time.
We have passed your claim on 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
Robin from Trinity was amazingly…
Robin from Trinity was amazingly helpful explaining the next steps of what is needed to be done following our recent slab leak affecting our bungalow.
24 September 2026
Reply from Policy Expert Claims
Hello
We're glad to hear our team provided such helpful guidance during a challenging time with your slab leak. We appreciate your kind words.
Kind regards
Kerrie
Efficient
Trinity arranged for a surveyor out within a week and provided a settlement amount the same day.
The online chat was a very easy way of being kept up dated and to receive answers to any questions I had.
The whole process was straightforward and efficient.
24 September 2026
Reply from Policy Expert Claims
Hello Elaine
We appreciate you sharing your feedback. We're pleased to hear that a surveyor was arranged quickly and a settlement provided the same day. It's great that our online chat was easy to use and the whole process was straightforward and efficient.
Kind regards
Kerrie
Quick and efficient
Quick and efficient. It’s pretty annoying that you can’t talk to a human, but messages are responded to within a day
24 September 2026
Reply from Policy Expert Claims
Hello Lisa
We appreciate your feedback regarding our efficiency. We understand that direct human interaction is sometimes preferred.
Kind regards
Kerrie
Reply from Policy Expert Claims
Hello Mrs Sawyer
We're glad you found our portal fast, efficient, and easy to use. We appreciate your positive feedback.
Kind regards
Kerrie
able to get my claim sorted…quickly and with any problems
I was able to get my claim sorted quickly with help from your staff they made everything easy for me.
24 September 2026
Reply from Policy Expert Claims
Good afternoon Ms Oxnard,
We're so pleased to hear that our staff were able to help you get your claim sorted quickly and made everything easy for you. Thank you for your positive feedback.
Best wishes,
Ellie
Elijah was friendly
Elijah was friendly, professional and happy to answer all questions. Work was carried out in a professional and careful manner, with multiple check-ins to make sure I was fully informed.
24 September 2026
Unprompted review
Reply from Policy Expert Claims
Good afternoon,
We appreciate you sharing your feedback. We're happy to hear that our team member was friendly, professional, and answered all your questions. We're also glad the work was carried out carefully with multiple check-ins.
So that we can pass on your comments to the relevant department, please provide your policy number and claim reference to feedback@trinityclaims.co.uk
Best wishes,
Ellie
Really happy with the way it is being…
Really happy with the way it is being delt with couldnt fault anyone realy helpful and excelient comunication from all
24 September 2026
Reply from Policy Expert Claims
Good afternoon Mrs Aitchison,
We appreciate your feedback. We're happy to hear that you found our team helpful and that our communication was excellent throughout the process.
Best wishes,
Ellie
I am just short of my 80th birthday and…
I am just short of my 80th birthday and not too sharp at answering all of the questions using your portal. However, everyone I spoke to @ trinity claims was very helpful.
24 September 2026
Reply from Policy Expert Claims
Good afternoon,
We appreciate your feedback and are glad to hear our team was helpful. We understand that navigating online portals can sometimes be challenging, and we are always working to improve our user experience.
Best wishes,
Ellie
Efficient service and extremely…
Efficient service and extremely satisfied with the outcome and speed of resolution of claim.
24 September 2026
Reply from Policy Expert Claims
Good afternoon,
We are delighted to hear that you were extremely satisfied with the efficient service and the speed of resolution for your claim. Thank you for your positive feedback.
Best wishes,
Ellie
Very good service
Liam was a very polite chap and very knowledgeable and explained everything to me,😁
23 September 2026
Reply from Policy Expert Claims
Good afternoon Ms Calvert,
We are delighted to hear that our team member was polite and knowledgeable, and explained everything clearly. Thank you for sharing your positive experience with us.
Best wishes,
Ellie
Great experience with a call handler he…
Great experience with a call handler he could not help me enough Mr Long was brilliant and knowledgeable he has kept a difficult situation as stress free as possible
22 September 2026
Unprompted review
Reply from Policy Expert Claims
Good morning Mr Street,
We appreciate you sharing your feedback. We're happy to hear that our team member was brilliant and knowledgeable, and kept a difficult situation as stress-free as possible.
Best wishes,
Ellie
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