Quick response to our water leak claim. However the portal isn't easy to navigate and some of the links to it, sent via text, don't always work.

The visit by Robin was on time, he explained carefully what he was going to do. He answered any questions I had clearly and concisely. He updated me on next steps he couldn't have been more helpful or courteous.
Things that have frustrated me is getting access to talk to anyone in that team, only an hour's notice of his arrival which isnt great if not living at the property.As a First Response Team far too slow at getting their visit booked in. I have been living in this house surrounded by damp and mould for over a week and 2 weeks all my possessions have been sitting in this environment since the flood! The system doesn't meet the needs of the client which has made the whole situation even MORE stressful!

Ethan and his colleague went above and beyond with my vulnerable elderly parents . Look forward to having there property back in a safe order upto now 100% recommendations to both Ethan &Arron

uncomplicated, smooth application and easy to follow
kept up to date during whole procedure

It took 5 months to resolve my simple claim. The contractor used was not competent and required several visits to provide work to an acceptable standard. Even now the work carried out is of poor quality as the workmen used were not properly trained or provided with adequate resources.

Tony was very helpful and did his best to speed up a process that had gone on too long

Good customer service both on line and in person regarding our survey.
Our claim was successfully completed within a couple of days with all personnel being polite, knowledgeable and reasonable.

So straight forward, brilliant service, so quickly resolved.

After claim was
verified and approved, the staff and workforce we dealt with were accomodating and approachable to answer and alieve our questions and concerns.Work was carried out to a high standard and to our satisfaction.

Rapid response and communication plus competitive imbursement valuation.

Not received imbursement in first day, but 5 days quoted.

Very easy to get my windscreen fixed - only had to pay the insurance excess

Not happy with results, they asked me to get a written quote for marble hearth which I did, ended up paying me under half so I haven’t been able to replace like for like. The reason they gave was it could be repaired. My marble was laid in early 90’s and today they use material from China which is not acceptable. If my premium goes up in August because of this then they have lost a loyal customer. Why do we pay £100’s every year when insurance argue about paying out? I’ve been with same company for years and possibly claimed once.
I don’t want to hear more about the plastic surgeon and what he can do because I wanted my hearth replaced and I took the trouble to find a shop that sold the real marble. Very disappointed.

Very good with communication as I am not computer savvy

Have a H&C insurance with Policy Direct for a number of years and never needed to claim. They use Trinity for their claims. Made a fairly small claim for a stolen bike.
Whole experience was very smooth with clear communication via the claims portal.
Trinity paid the claim in full and in a very timely fashion.
I was very impressed.

I have never made a claim before, so had no idea about the process. It was so straight forward. I answered the questions asked and provided the pictures required, and you made a very fair settlement. Thankyou for a very straight forward process.

As far as I am concerned Trinity claims was TOTALLY USELESS.
My home insurers, Policy Expert, appointed these people to handle my claim for a break in at my home.
I was speaking to a totally incompetent agent for 90 minutes. The line kept on breaking up at their end and I had to continually repeat myself.
I also found the agent's overseas accent difficult to understand.

I would prefer to deal directly with the company with whom I am insured.

The instance of being burgled is sufficiently trying; without having to deal with an operator where modern technology compelled me to repeat my side of the dialogue multiple times.

The problem where company agents have to request callers to repeat what they are saying because the line at their end is breaking up is becoming far too common an occurrence.
This rarely used to happen.

It would appear that modern technology, when speaking with a company, has taken us back over 100 years.

When I speak with a private subscriber I never have this problem and always have a technogically satisfactory 2 way conversation.

Very easy and friendly staff making the claim easy to get completed

Everything was quick and straightforward. From starting the claim to the surveyor coming out and reporting and getting a settlement.
Taken a weight of our shoulders

Great service from an excellent home insurance claim. Assessor arrived within a few days agreed claim and we had the work started within a couple of weeks. Highly recommended insurance company. 5 stars.