Name: Confused.com - Home Insurance
Rating: 4.57

“The quote I had been given and I wanted to take up had disappeared when I clicked through from the email where it was showing up, and replaced by a higher amount. The quote wasn’t showing in my account either as ongoing or expired. It had been completely redacted out. I had the reference number and attempted to fill in a form for assistance but the box asking for the reference number wouldn’t accept the format of the reference number I had been assigned, only accepting digits whereas my reference number contained letters as well. It was supposedly valid until 18th February and this was February 4th. There was absolutely no way of talking to anyone at confused.com on the phone and I ended up phoning the AA whose quote it was. The colleague I spoke to there immediately retrieved the quote from my reference number and I was able to proceed. No thanks to confused.com”

Helpful Report

Posted 3 years ago

Hello, Thank you for your review and I'm very sorry to hear you've experienced these issues. If still require any assistance or would like to discuss the issues you experienced in more detail, please can you email our support team at, communications@confused.com and a member of our team will be happy to help. Thank you and we look forward to hearing from you. Kathryn (Confused.com Representative)

Posted 3 years ago

“Cheapest does not mean best! The other reviews put me off so I decided to go for tried and trusted instead of cheapest. Apparently making a claim was not an easy exercise.”

Helpful Report

Posted 3 years ago

Hello, Thank you for your review and I'm very sorry to hear you've experienced these issues. We would like to look into this as soon as possible. As such, please can you email our support team at, communications@confused.com and a member of our team will be happy to help. Thank you and we look forward to hearing from you. Kathryn (Confused.com Representative)

Posted 3 years ago

“Could not claim the freebie offered and then got the run around would never use them again”

Helpful Report

Posted 3 years ago

Hello Derek, Thank you for your review and I'm very sorry to hear you've experienced these issues. We would like to look into this as soon as possible. As such, please can you email our support team at, communications@confused.com and a member of our team will be happy to help. Thank you and we look forward to hearing from you. Kathryn (Confused.com Representative)

Posted 3 years ago

“Offer rewards which never recieve.......”

Helpful Report

Posted 3 years ago

Hello Paul, Thank you for your review and I'm sorry to hear this. So we can look into this further for you, please can you email our support team at, communications@confused.com? Thank you and we look forward to hearing from you. Kathryn (Confused.com Representative)

Posted 3 years ago

“disgusted after 14 e-mails my rewards are still with halfords and not Lidle”

Helpful Report

Posted 3 years ago

Hello, Thank you for your review and I'm very sorry to hear you've experienced these issues. We would like to look into this as soon as possible. As such, please can you email our support team at, communications@confused.com and a member of our team will be happy to help. Thank you and we look forward to hearing from you. Kathryn (Confused.com Representative)

Posted 3 years ago

“I pressed the “no key operated window locks” and “not all BS Door Locks” and “not key operated patio doors” buttons. You selected a policy for me. Happily I noted before buying that AXA would repudiate all liability for theft or attempted theft in these circumstances”

Helpful Report

Posted 3 years ago

Hello, Thank you for your review and I'm very sorry to hear you've experienced these issues. We would like to look into this as soon as possible. As such, please can you email our support team at, communications@confused.com and a member of our team will be happy to help. Thank you and we look forward to hearing from you. Kathryn (Confused.com Representative)

Posted 3 years ago

“Useless. Spies. Once you lose your password they won't reset it.”

Helpful Report

Posted 3 years ago

Hello, Thank you for your review and I'm sorry to hear you feel this way. We are happy to reset your password for you. If you would like us to do this, please can you email our support team at, communications@confused.com? Thank you and we look forward to hearing from you. Kathryn (Confused.com Representative)

Posted 3 years ago

“Spent 75 mins on phone trying to ask 1 simple question," would you provide cover to an unoccupied property as per your quote" also sent 2 e mail requests, had no reply!!! I was considering”

Helpful Report

Posted 3 years ago

Hello Phyllis, Thank you for your review and I'm very sorry to hear you've experienced these issues. We would like to look into this as soon as possible. As such, please can you email our support team at, communications@confused.com and a member of our team will be happy to help. Thank you and we look forward to hearing from you. Kathryn (Confused.com Representative)

Posted 3 years ago

“the name is confused you got me confused”

Helpful Report

Posted 3 years ago

Hello, Thank you for your review and I'm sorry to hear you feel this way. If you would like to discuss this in more detail, please can you email our support team at, communications@confused.com? Thank you and we look forward to hearing from you. Kathryn (Confused.com Representative)

Posted 3 years ago

“Waited for over 30 minutes for Home Protect to answer phone.”

Helpful Report

Posted 3 years ago

Hello Glenn, Thank you for your review and I'm very sorry to hear you've experienced these issues. We would like to look into this as soon as possible. As such, please can you email our support team at, communications@confused.com and a member of our team will be happy to help. Thank you and we look forward to hearing from you. Kathryn (Confused.com Representative)

Posted 3 years ago

“Whilst my money has left my bank account I still have no received any information about my policy not even the number. Extremely POOR service.”

Helpful Report

Posted 3 years ago

Hello, Thank you for your review and I'm sorry to hear this. As we don't administer policies or process any payments at Confused.com, we don't have access to your policy details so I'm afraid we are unable to confirm the purchase of your policy. If you contact your insurance company directly they will be able to help. If you would like us to locate your insurer's contact information or contact the insurer on your behalf, please email our support team at, communications@confused.com and we will be happy to do so. I hope this helps. Kathryn (Confused.com Representative)

Posted 3 years ago

“Bought insurance but was then unable to complete Lidl reward as it didn’t recognise my postal address ,sent Confused.com an email explaining and was told we don’t operate reward scheme , pretty poor customer service 😡”

Helpful Report

Posted 3 years ago

Hello Blair, Thank you for your review and I'm sorry to hear you feel this way. I can see we have now resolved your query via email. If you have any further queries however please do not hesitate to contact us again. I hope this helps and again I apologise for any inconveinence caused. Kathryn (Confused.com Representative)

Posted 3 years ago

“Really poor experience at using this website. Quotes were generated but links to purchase did not work.”

Helpful Report

Posted 3 years ago

Hello, Thank you for your review and I'm sorry to hear this. So we can look into this further for you, please can you email our support team at, communications@confused.com? Thank you and we look forward to hearing from you. Kathryn (Confused.com Representative)

Posted 3 years ago

“Unhelpful”

Helpful Report

Posted 3 years ago

Hello, Thank you for your review and I'm sorry to hear you feel this way. If you would like to discuss this in more detail, please can you email our support team at, communications@confused.com? Thank you and we look forward to hearing from you. Kathryn (Confused.com Representative)

Posted 3 years ago

“Didn't get my rewards that I was promised for taking out home insurance online.”

Helpful Report

Posted 3 years ago

Thank you for leaving your review. I’m sorry to hear you have not received your reward. please could you email communications@confused.com and our team will be happy to look into this. Corey (Confused.com Representative)

Posted 3 years ago

“No one to answer the phone and automated chat online so you can't actually find whay you want or even get to speak to a real person”

Helpful Report

Posted 3 years ago

Thank you for leaving your review. I’m sorry to hear you feel this way. please could you email your query to communications@confused.com and our team will be happy to help. Corey (Confused.com Representative)

Posted 3 years ago

“Level of cover offer advertised in confused changed when I clicked through to the provider. Went elsewhere. Do not enjoy being misled.”

Helpful Report

Posted 3 years ago

Thank you for leaving your review. I’m sorry to hear this has happened. please could you email communications@confused.com with further information and our team will be happy to help. Corey (Confused.com Representative)

Posted 3 years ago

“Couldn’t get the form filled out to your satisfaction. Gave up in the enwent elsewhere Couldn’t get the information to accept on the form. Had a few tries and decided to forget it. Sent elsewhere without any problem”

Helpful Report

Posted 3 years ago

Thank you for leaving your review. I’m sorry to hear this has happened. please could you email communications@confused.com with further information and our team will be happy to help. Corey (Confused.com Representative)

Posted 3 years ago

“It was ok but we were promised a free gift which we never heard anything more about. So the insurance is great confused dot com not so much.”

Helpful Report

Posted 3 years ago

Thank you for leaving your review. I’m sorry to hear you feel this way. please could you email communications@confused.com with further information and our team will be happy to help. Corey (Confused.com Representative)

Posted 3 years ago

“Expensive coming quote”

Helpful Report

Posted 3 years ago

Thank you for leaving your review. As we are a comparison website, we don’t actually calculate any prices. The prices displayed on your results page are all calculated and returned by our panel of insurance providers, based on the information you entered on our website. If you would like to query any of your prices, we would recommend calling the insurer directly and they should be able to explain this to you in more detail. Corey (Confused.com Representative)

Posted 3 years ago

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Next Day
Documents Delivered On-time	99%
Customer Service
Communication Channels	Live Chat, Email, Telephone
Queries Resolved In	Under An Hour
Customer Service	4.7 out of 5

Confused.com - Home Insurance Reviews