Policy Expert Claims Reviews 

The left hand doesn’t know what the right is doing . It dragged out and also tried not to pay out at first with some feeble reason . It was basically a farce start to finish … no efficiency whatsoever

I can highly recommend them.
From start to finish it was a fast, seamless process, very quick responses every time, made a stressful time far better.

Reuben from Trinity First Response attended my property for the final visit to check that the drying process had been completed.
He was very informative and clearly explained what he needed to do and the current situation. I had several questions regarding the payment towards the electricity costs, and he was able to answer all of them. He advised that the payment would be made within 24 hours, and I was pleased to see that he was absolutely correct.
Following the damage caused by the leak, I also had several bags of rubble that needed to be removed. Reuben said he would arrange for these to be collected within three days, but I was very pleased that they were actually collected the following day. Thank you, Reuben, for arranging this so quickly.
Trinity First Response as a whole have been fantastic so far. Their communication has been prompt, and responses have been quick and helpful. I was initially a little dubious about using the online portal for communication, but so far it has worked extremely well.
From the initial reporting of the water leak, through to the drying process and the payment for the loss of contents, everything has been handled smoothly and efficiently. I have been very pleased with the service I have received so far.
I just hope the next stage of the process goes just as smoothly!
Thank you to everyone involved.

Very helpful and easy to communicate through the portal - thank you.

The whole claim procedure has been horrendous. After submitting the initial claim an assessor visited my property, he was very courteous and went about his report. He told me he thought my water ingress was due to a drain possibly damaged and a team with a camera would attend to confirm. His report gave an estimate for repairs which I thought was strange when the total extent of the issue was unknown.
Trinity first response then attended, he suspected a different source for the ingress, namely a channel between my conservatory and roof of my property. I didn’t dispute what he said but suggested that the dampness in the property was not in the same area but he was adamant. I didn’t like to hear him constantly talking about how low his salary was and how he only got minimum wage, that did not inspire me. He left a drier on site, I immediately noticed a jump in my energy supply of 2kwhs, I asked who pays for that energy supppy and how much was paid per KWh, he GUARANTEED I would be paid for all energy used but was not able to tell me at what rate. He arranged to come back in 3 weeks. I then got a visit from “ SOS” leak detection, “Guaranteed to locate the leek”, he was a very polite person and explained exactly his methods. He identified the water ingress as rain water, he could not say where the leek was coming from. I again said I had reservations about the ingress being from the said channel. I then got a message from the not user friendly portal, saying the ingress was from the channel and I should get a qualified roofer the fix the issue and let them know when this had taken place. I immediately attended to that task and let them know via the portal, they then said I needed a report from the roofers!!! I let them know I thought they should have stated that fact before I got the work done. ( obviously )!
The clearing of the channel did not solve the ingress issue and when the Trinity team returned there was no improvement at all to the amount of moisture in the wall, so, the drier had been on for 21 days 24/7 using 2Kwhs the equals 48kwhs per day x 21 days =3 weeks 1008 kwhs @ 42p per hour= £423! and it had no effect because the ingress had not been identified prior to the drier being used.
The trinity team then identified another different ingress source ( soil pipe flashing accidentally damaged by previous contractor ), I again asked about the reimbursement for all the energy used and said about my reservations regarding meeting my energy bill, he was very blazè and said” I guarantee you will be paid”! He went into the room where the moisture was most apparent and said he wanted to look behind a panel covering the riser that had the soil pipe contained inside. I showed him the screws holding the panel in place, I was distracted by a phone call and had to leave the room, when I returned they had punched a big whole in my wall above the panel !!! In order to see behind the panel that just had screws holding it in place. I was not pleased and asked him why he had not just removed the panel? “ it’s covered anyway” was his reply, I suggested it was the easy option.
After he left I noticed the heater / drier had been turned up higher and was using even more energy.
He did not have the courtesy to tell me.
Since this episode messages have been flying too and throw on the portal disputing the cause of the ingress and damage to the flashing on the soil pipe, Trinity maintain it’s due to “ poor workmanship” in the first instance when the flashing was installed! It was installed in 1966! And has been sealed for 60 years until a recent contractor has clearly accidentally scraped down the pipe with a solar panel and dislodged the flashing, I maintain that was accidental.
They will not concede to my point of view so I asked for a deadlock letter so I can take the case forward.
I have received a call from first response team member who distorted the facts and was not in possession of other facts.
When the first response team attend my property I am supposed to get a 1 hour notice of attendance, instead I got a 10 minute prior call saying if I wasn’t there for them they would not attend!
The case continues.
Obviously I am not happy and I do intend to take this higher.
Watch this space.
***************
Addition 01/10/2026
Finally got a final response letter.
Absolutely full of inaccuracies!!!
I aim to respond informing them of their errors and proceed to the ombudsman.
WATCH THIS SPACE
**************

Still waiting for the contact
***********

Only one problem. The online portal is not easy to follow

Having not made a house claim for probably 30+ years I had little to compare to but I have to say the experience was really positive. Good online portal and the staff I spoke to were all very helpful. No complaints at all

Julian

Brandon arrived at the time he’d arranged and was very helpful, considerate, clear and kind. He was very thorough. I’d been very worried at the weekend when the Portal was not working and no phone contact available. Since Monday morning great progress has been made.

Easy to do once you no how

I did not like the messaging portal, it was not very user friendly

Frustration
I submitted the information needed for Stage 1 of my claim more than two working weeks ago and haven’t heard a word from anyone. I’ve sent emails and left messages asking for an update but no one has responded to emails or answered calls. Also, despite receiving the automatic acknowledgment email confirming receipt of my information submission, when I log in to my account it tells me i have no claims. Please sort things out and tell me whats going on

I’d like to say a huge thank you to Jack, Matt and Reuben for all their help and support. They were incredibly professional, friendly and supportive throughout what was a very stressful time for me.
They were approachable, understanding and reassuring, and their kindness and professionalism made a difficult situation much easier to manage. I really appreciated the time and care they took to support me.
Thank you all for your excellent service, it was genuinely appreciated.

Jay listened to all our concerns about the lack of communication and inability to upload onto the portal and the process and procedures for the work on the house. He explained everything throughly and contacted his line manager to get updates on our behalf of the insurance assessors report, which we had not received, he also organised for someone to contact us by phone to talk us through the portal and work for the future.
We felt listened too as this is a new experience for us and Jay showed empathy and support.

Slow in communication

would like to express my sincere thanks for the excellent support we received following the flood at our home, particularly from the team who attended to dry out the ground floor.

The technicians who came to our property were extremely professional, polite and understanding throughout what was a very stressful situation for us. They treated our home with great care and respect, explained what they were doing clearly, and immediately put us at ease.

We felt completely comfortable having them in our home and never had any concerns while they carried out their work. Their trustworthy manner, professionalism and consideration gave us real peace of mind at a difficult time.

Please pass on our heartfelt thanks and appreciation to everyone involved. The way the team conducted themselves was a credit to both Policy Expert and Trinity First Response, and we are very grateful for the care and reassurance they gave us.
Thank you Gary and Amanda.

Excellent service

The website would not let me finish the claim and customer services did not respond to emails or answer calls.
The assessor and technician who eventually were arranged after 6 weeks were both wonderful. Sadly, accessing the online portal was impossible! No answer from customer services again. Resorting to the ombudsman today!

You published my review without permission via believed this was for your internal information. Remove it from the internet immediately

Everyone I dealt with from messages on the online portal to contractors visiting the house were really nice, the right mix of friendly and professional. Thank you.