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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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
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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
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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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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
October 7, 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.
October 5, 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
October 8, 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.
October 8, 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 .
October 8, 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!)
October 7, 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.
October 8, 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.
September 29, 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.
October 7, 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.
October 7, 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.
September 12, 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.
October 5, 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.
October 6, 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.
October 6, 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.
October 6, 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.
October 6, 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.
July 9, 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
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