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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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.
October 5, 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.
October 5, 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.
October 5, 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.
October 3, 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.
October 5, 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
October 4, 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
Reply from Policy Expert Claims
Good afternoon,
Thank you for your feedback regarding the trouble accessing your protected communications. We are actively reviewing our encryption platform to ensure a smoother experience.
Best wishes,
Ellie
Reply from Policy Expert Claims
Good afternoon,
We are delighted to hear that you had a great experience with us. It is wonderful to know that submitting your request was a smooth and swift process for you. Thank you for sharing your positive feedback with our team.
Best wishes,
Ellie
No communication or progress of my claim
After a surveyor visited the property on the 3/9/26 I have heard nothing about my claim. No-one seems to be reading messages on the customer portal which is their preferred means of communication. Trying to phone them is very difficult. I understand the recent hot weather has resulted in an increase in claims for subsidence. However the lack of communication is totally unacceptable for a company calling themselves Policy Expert!
Waiting on the phone for an hour this afternoon with no one answering. Still no replies on the customer portal
October 2, 2026
Unprompted review
Reply from Policy Expert Claims
Good morning Mr Lawes,
We are very sorry to hear about the lack of communication regarding your ongoing claim following the surveyor's visit. We understand how frustrating it is to experience delays and difficulties reaching us through the portal and by phone, especially during such a stressful time. Please rest assured we are doing what we can to assist our Ground Movement Team during this unprecedently busy period.
We have passed your claim over 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
First ever claim
I have never ever claimed anything on my house insurance, this was the first time ever. The process waa straightforward and the visit to my property was booked swiftly and without delay. After the visit my claim was sorted out the same day. A really good experience to do something that was quite daunting.
October 2, 2026
Reply from Policy Expert Claims
Good afternoon,
It can be very nerve-wracking to file a home insurance claim for the first time, so we are thrilled to hear that the experience was such a positive one for you. We are glad that the inspection was arranged quickly and that your claim was resolved on the very same day. Thank you for sharing your kind feedback with us.
Best wishes,
Ellie
Professional visit to my home
The men that attended my property were professional, precise and informative. They were a pleasure to deal with
October 2, 2026
Reply from Policy Expert Claims
Good afternoon Ms Wilson,
We appreciate you taking the time to share your review. We are delighted to hear that our team members were professional, accurate, and helpful during their visit, making the experience a pleasant one for you.
Best wishes,
Ellie
Delays and poor communication
There were delays from the outset to start and get the work done, both from Trinity and Lled Construction Ltd. It took 3 months for the work to be completed and 3 visits from Lled. However once on site they were able to finish the job off. In fairness to them they managed to overcome the difficulties with fixing the barn roof. I was happy with the work once completed. What was most disappointing was the lack of communication as I had to contact Trinity on a number of occasions to try and find out what was happening, it took 3 months from raising the claim to the work being completed.
October 2, 2026
Reply from Policy Expert Claims
Good afternoon Mr Parkin,
Thank you for sharing your feedback with us. We appreciate your patience during the three-month period it took to resolve your claim and complete the repairs on your barn roof. While we are pleased that the final craftsmanship met your expectations and the structural challenges were successfully resolved, we acknowledge that the initial delays and the lack of proactive updates caused frustration. Having to reach out repeatedly to get progress reports is not the experience we want to provide. We are currently reviewing our communication processes and contractor scheduling to ensure clearer, more frequent updates and faster completion times for future projects.
Best wishes,
Ellie
Very efficient management of the claim
Very efficient management of the claim. Easy steps to follow and immediate responses. No delays. Courteous agents. Timely communication and claim settled within days. Many thanks for such a professional service.
October 2, 2026
Reply from Policy Expert Claims
Good afternoon Ms Adams,
We appreciate you taking the time to share your feedback. We are delighted to hear that your experience was smooth from start to finish, with straightforward steps and rapid assistance. It is wonderful to know our courteous team kept you well-informed and resolved everything so quickly for you.
Best wishes,
Ellie
Excellent service from Harvey
Excellent service from Harvey! Really prompt to help with the claim refund and support on the call. 10/10 for clarity of explanations. Thank you!
October 2, 2026
Unprompted review
Reply from Policy Expert Claims
Good afternoon,
We appreciate you taking the time to share your wonderful feedback. We are so pleased to hear that you received prompt assistance with your claim payout and that our clear explanations provided great support during your call.
Best wishes,
Ellie
Communication was poor
Communication was poor, with two emails of mine sent with no reply, called ans received a swift response, claim was settled, but then the awful '5 working days' until settlement received, in this day and age, this should absolutely no be necessary, and is prompting me to possibly switch companies.
David Entwistle
October 2, 2026
Reply from Policy Expert Claims
Hi David
We're pleased that your claim was settled successfully and that we were able to assist you promptly when you contacted us. We're sorry to hear that you were dissatisfied with the payment timeframe. The timescale advised is part of our standard process and allows for the necessary banking and payment processing times.
Kind regards
Kerrie
Liam and Kai were great
Liam and Kai were great. Called ahead to let me know when they were going to arrive. Assessed the area of our leak and installed drying equipment quickly and efficiently. Very helpful
October 2, 2026
Reply from Policy Expert Claims
Good afternoon,
We appreciate you sharing your feedback. We're delighted to hear that our team communicated well before arriving, assessed the situation promptly, and installed the necessary drying equipment quickly and efficiently to help you.
Best wishes,
Ellie
Reply from Policy Expert Claims
Good afternoon Mr Ashworth,
Thank you for sharing your positive feedback with us. We are so pleased to hear that our team was diligent, dedicated, and straightforward to communicate with during your experience.
Best wishes,
Ellie
Excellent service
Excellent service. Received a call to tell me how far away they were away. Friendly staff talked us through the process.
Easy to talk to and sympathetic to our situation.
September 30, 2026
Reply from Policy Expert Claims
Hello Mary
We are pleased to hear that our staff provided you with excellent service and were able to make you feel at ease.
Kind regards
Kerrie
Very prompt action taken by company and…
Very prompt action taken by company and kept informed throughout.
October 1, 2026
Reply from Policy Expert Claims
Hello Amanda
We are pleased to hear that you found our actions prompt and that we kept you well-informed throughout the process.
Kind regards
Kerrie
The last gentleman I actually spoke to…
The last gentleman I actually spoke to on the phone (I couldn't get into messages in the portal) was very helpful & very quickly sorted my query & completed my claim. Thank you.
September 29, 2026
Reply from Policy Expert Claims
Hello Marilyn
We appreciate you sharing your feedback. We're pleased to hear that the person you spoke with was very helpful and quickly sorted your query and completed your claim.
Kind regards
Kerrie
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