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Homeprotect Reviews

4.4 Rating 2,629 Reviews
88 %
of reviewers recommend Homeprotect
Company Reviews Metrics Info
4.4
Based on 2,629 reviews
Shipping & Delivery
Delivery Methods
Postal Service, Own Driver
Average Delivery Time
Next Day
On-time Delivery
Greater than 90%
Accurate And Undamaged Orders
100%
Customer Service
Communication Channels
Telephone, Email, Live Chat
Queries Resolved In
Under An Hour
Customer Service
4.1 out of 5
Read Homeprotect Reviews

About Homeprotect:

We specialise in non-standard insurance
We cover unoccupied homes, listed properties, properties with a history of flood or subsidence, holiday homes, second homes, landlords, people who have had past financial difficulties or convictions, larger homes with more than 6 bedrooms, homes which have lodgers or are on AirBnB and many more!

We’ll protect your property, inside and out… in minutes
Our customers have saved money and set up their home insurance online, even if they've had insurance problems in the past.

Immediate online quote in most cases, even for very complex circumstances
We quote for a wider set of circumstances online than any other insurance provider in the UK.

5 Star rated buildings policies
Homeprotect buildings insurance policies are rated 5 Star by Defaqto, indicating that the policy is one of the most comprehensive home insurance buildings products available.

Useful extra cover included
Benefit from Basic Legal Expenses and Home Emergency cover included in your policy, as standard.

24hr Home Emergency line
If the worst should happen, call our dedicated team anytime. We’ll explain what information we need from you and we'll explain what happens next.

What we don’t cover
We also think it’s important to be clear on what we don’t cover. Please note that we don't cover homes outside of the UK, damage caused gradually, or by wear and tear, or by failure to fix a known issue, faulty design or poor workmanship or theft, vandalism or accidental damage caused by a paying guest. Find out more details of what is and isn’t covered in our policy booklet https://www.homeprotect.co.uk/policy-booklet

Visit Website

Phone:

0330 660 1000

Email:

marketing@homeprotect.co.uk

Location:

CI Tower, St George’s Square
New Malden
KT3 4HG

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Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful
David K
Verified Reviewer
“Not a good experience. I took out buildings cover on unoccupied home while awaiting sale. I thought £18/month was good. However, on sale of house and cancelling the policy as it was no longer needed they charged me £123.76 which apparently is a £50 admin fee (for what?) and the rest as 'the shortfall of any premium up to the date of cancellation' whatever that means. No other breakdown of the charges were given. They have lost out on insurance on my new property. I would give zero stars if I could.”
Helpful Report
Posted 11 months ago
Sorry to read of your disappointment David, that is never our intention. We do try to be as transparent as we can when outlining our fees in your documents. I have requested for a breakdown of the cancellation fees o be sent to you. Thanks Angela at The Homeprotect Team.
Posted 11 months ago
Anonymous
Verified Reviewer
“Terrible. Trying to cancel a policy taken out on my late father’s empty house now it is sold, they make it super difficult - this is after you wait ages to get through and have endured more than the usual level of pre recorded messaging (albeit it is very easy for them to take the money) the staff know next to nothing but you cannot speak to a supervisor or manager. Can only imagine how difficult it is to make a claim and will avoid in future”
Helpful Report
Posted 11 months ago
Sorry to read of the service you have received. I have escalated this on your behalf and requested that this get look into. Someone will be in contact with you shortly. Thanks Angela at The Homeprotect Team.
Posted 11 months ago
Simon G
Verified Reviewer
“My basement started to flood this morning at 6am. I logged a help request with Home Protect and explained that a blocked external drain had caused heavy rain to run off into my basement. I advised that urgent help was needed because more rain was forecast and the water level would likely rise further and ruin the washing machine, tumble dryer, fridge and solar batteries. It's now 4pm and no one has been to help and the water level is still rising. I have just been advised by Home protect that they can't get anyone to me until tomorrow morning. That will be 27 hours after I first called. I live in London.. How is it possible not to have ANY emergency cover available?”
Helpful Report
Posted 1 year ago
Sorry to hear this Simon. I have escalated this with the Home Emergency team and requested they contact you urgently. Thanks Angela at The Homeprotect Team.
Posted 1 year ago
Woodrow W
Verified Reviewer
“It took months to negotiate my claim, which is still not paid. I complained about their service and that their lack of communication, which was acknowledged, and they ignored all my communications by phone and email for months. I finally raised the issue with the ombudsman, and they lied and said they had not recieved my complaint. They then sent me a complaint resolution, without actually speaking to me to find out what my complaint was. The resolution did not address my concerns. Their resolution is the final, and only, response they intend to provide for any complaint. In addition, they do not treat clients personal information correctly. I made a subject access request, which was acknowledged, but never further responded to. I called their contact centre (30+ minutes waiting time) and was informed that had never received my subject access request. When I advised the request had been acknowledged, they could only apologise, but did not raise another complaint. I am currently on hold (56 mins waiting time so far) to speak again with one of their claims handlers. I am writing this review to pass the time.”
Helpful Report
Posted 1 year ago
Sorry to read of your disappointment, that is never our intention. I can see you spoke to the claims team on 24th March and a settlement has been agreed. If you wish to speak to someone further regarding this, please send your concerns to resolve@homeprotect.co.uk and I will arrange for someone to contact you. Thanks Angela at The Homeprotect Team.
Posted 1 year ago
Kristel G
Verified Reviewer
“I had my house insurance buildings and contents cover with Home Protect and called them mid policy with two months remaining to cancel the policy as I had sold my house and was moving in with my parents whilst waiting for my house purchase to complete. I was advised that I had to pay £50 cancellation fee on the £15.73 a month policy with two months left to run. This was waived by a manager as more than the monthly payments remaining. The two months passed and then I received an email from HomeProtect issuing me with a default notice under section 87(1) of the consumer credit act 1974. I called their telephone line and spend over two hours on the phone to various people trying to explain that I cancelled the policy two months ago and I was out through to 4 different people no one was able to revolve the issue. In the end the operator made a complaint on my behalf but I was unable to speak directly to the complaints team. I am livid to have a default on my credit account. I would never use this company again or recommend.”
Helpful Report
Posted 1 year ago
Hi Kristel, Sorry to read of your disappointment that is never our intention. I can see a complaint has been logged, so I have escalated this with the complaints team and requested they look into this today. Thanks Angela at The Homeprotect Team.
Posted 1 year ago
Marie H
Verified Reviewer
“Continual bad service never listen, always leave on auto renew even when I expressly request not to. Don't update details on policy correctly, only with them as no one else insures renovations can't wait to kick them into touch. Feel very let down over the last 3 years nearly every phone call is painful and now because they record calls I record them. Unreliable, slow to act when you have a complaint utterly useless. Could never recommend them on the experiences I've had with them truly awful, go elsewhere unless your renovating seriously anyone else would be better than this. This is my true warts and all experience which leaves a bitter taste in my mouth handing money over to these doughnuts. You couldn't make it up apart from the 'glowing' reviews like how?”
Helpful Report
Posted 1 year ago
Sorry to read of your disappointment Marie, that is never our intention. I can see you have been in contact with the complaints team this morning and are happy with the proposed resolution. Thanks Angela at The Homeprotect Team.
Posted 1 year ago
Johnny P
Verified Reviewer
“The wind blew the roof off our garage over 2 weeks ago. I have submitted a claim through their portal and received a reference number. Nothing has happened since then. Genuinely, I've phoned them (got through to their 'overflow' team who couldn't help), emailed them 3 times (no reply), complained through their portal 4 days ago (no reply) and I've heard absolutely ZERO. All this time, the garage has no roof, the water is getting in and everything is getting ruined. Genuinely the worst claims experience I have ever had. I really don't know what to do next as they simply won't reply...”
Helpful Report
Posted 1 year ago
Sorry to hear this Johnny, that is not the level of service we would expect you to receive. I have escalated this with the claims team and requested they contact you. Thanks Angela at The Homeprotect Team.
Posted 1 year ago
Hugh W
Verified Reviewer
“We claimed for our oil pollution caused by our neighbour’s oil spill on 27/12/22. We have had NO contact from home protect since 29/12/22. Our cellar is filling up with water we dare not pump out. This is potentially an emergency situation.”
Helpful Report
Posted 1 year ago
Sorry to read of your disappointment Hugh, that is never our intention. I have escalated this with the claims team and requested they contact you. Alternatively, you can reach Davies on 0344 856 2408. Thanks Angela at The Homeprotect Team.
Posted 1 year ago
Cooper C
Verified Reviewer
“Our basement flooded in May 2020. It’s been uninhabitable ever since. Homeprotect don’t respond, haven’t repaired the damage, we haven’t seen a single Penny. I cannot warn people enough; do not insure with them. We are forced to pay their insurance renewal every year (which has shot up) because no one will insure us with an open claim.”
Helpful Report
Posted 1 year ago
Sorry to read of your disappointment, that is never our intention. I have escalated this with the claims manager and requested that they contact you. Thanks Angela at The Homeprotect Team.
Posted 1 year ago
A B
Unverified Reviewer
“Hanging on phone 2 hours, get cut off, then another hour, still no answer, logged online how on earth are the elderly supposed to get on with no internet etc..Dont bother with Home Emergency Cover AXA / HOMEPROTECT...still no lights”
Helpful Report
Posted 1 year ago
Sorry to hear this Amanda. Please can you send your concerns along with your policy details to resolve@homeprotect.co.uk and I will escalate this for you. Thanks Angela at The Homeprotect Team.
Posted 1 year ago
Jon
Unverified Reviewer
“Be careful if you try and make a claim they use every trick in the book to not pay out I was burgled and claim for £1200 and they said I was under insured and had to pay excess on stolen items under contents and excess for damage to doors and locks because in their opinion my house was worth more than I had said ??? Avoid at all costs they will not pay out in a claim”
Helpful Report
Posted 1 year ago
Sorry to read of your disappointment Jon. If you would like us to investigate this further, please send your policy details to resolve@homeprotect.co.uk. Thanks Angela
Posted 1 year ago
James
Verified Reviewer
“Woeful. Had a burst pipe upstairs, water everywhere. Phoned it in, promised an engineer with 4hrs. No one arrived so phoned back after 4.5hrs to be told the engineer said he could no longer come out and asked if I knew any local plumbers (!!!). End result, kitchen ceiling cracked and bowing with water spreading towards main breaker board. No heating, no water and no idea what I’m going to do. Awful service.”
Helpful Report
Posted 1 year ago
Sorry to hear this James, that is not the level of service we would expect you to receive. I have escalated this with the claims manager and requested that someone contact you. Thanks Angela at The Homeprotect Team.
Posted 1 year ago
Mike C
Verified Reviewer
“I made a claim for the collapse of a drainage pipe. After something like six weeks of inspections they rejected the claim saying the policy didn't cover fibre pitch pipes. I couldn't find any reference to this exclusion in the policy document. Despite many emails and promises to come back to me they haven't. I am keen to raise a complaint, but cannot find anywhere on their website to raise a complaint. On writing to customer services to try and raise a complaint they failed to respond. I will look to pursue this further.”
Helpful Report
Posted 1 year ago
We are sorry to hear of your disappointment Mike. I have responded to your email this morning and hope to get this sorted for you. Thanks Angela at The Homeprotect Team.
Posted 1 year ago
Anonymous
Verified Reviewer
“The company don't answer the phone and if they do you are not likely to be able to speak to the relevent person. When they say that they will send a urgent email and someone will phone you back IT DOESNT HAPPEN. They promise the earth, but don't deliver. The FInancial Ombudsman told them to compensate us, and it STILL DIDN'T HAPPEN. Useless company, don't waste your money with them.”
Helpful Report
Posted 1 year ago
Sorry to read of your disappointment, that is never our intention. I have escalated this with the finance team and will get back to you with an update. Thanks Angela at The Homeprotect Team.
Posted 1 year ago
Charlotte S
Verified Reviewer
“Didn’t even want to give 1 star here what an absolute joke weeks we have been waiting for a leak to be fixed still not sorted no clarity on the matter no contact been made chasing for hours each day I’ve been calling from 8 am this morning with nothing still problem in house is getting worse left to threat how bad damage is kitchen may need removing no downstairs bathroom we have 3 disabled family members a child with autism and a family member with terminal illness last Xmas all together in our home not to be sorted we have sent numerous emails with no help or anyone getting back to us wish I could upload The screenshots I’ve took of the waiting I’ve done today alone steer well clear what a disgrace”
Helpful Report
Posted 1 year ago
Sorry to read of your disappointment Charlotte, that is not the level of service i would expect you to receive. I have escalated this with the claims manager and requested that someone contact you. Thanks Angela at The HomeProtect Team.
Posted 1 year ago
Anonymous
Unverified Reviewer
“Impossible to get through on the phone, been on hold for two and a half hours... I mean what a joke.”
Helpful Report
Posted 1 year ago
Sorry to hear this, it is never our intention to disappoint any customer. If you can please email your details and policy number to resolve@homeprotect.co.uk I can request a colleague to call you back and resolve your queries. Thank You, Angela at The HomeProtect Team.
Posted 1 year ago
Anonymous
Verified Reviewer
“Impossible to get through on the phone. Opted for call-back last friday, they rang me back then put me on hold for over 20 mins, so I had to end the call because I had somewhere I needed to be. Today I've tried again and so far I'm on 36mins wait with the most awful hold music. Emails are curt. I sent them a payment link yesterday because I just want to pay what I owe for cancelling a policy (beware of £50 admin fee). So even though I have made contact myself by email, I get another snotty message today to pay up. I'VE BEEN TRYING TO PAY YOU FOR 5 DAYS!”
Helpful Report
Posted 1 year ago
Sorry to hear this, I have escalated this with the finance team and requested for someone to contact you. Thanks Angela at The HomeProtect Team.
Posted 1 year ago
Ross
Verified Reviewer
“Appalling customer service. Very difficult to cancel policy.”
Helpful Report
Posted 1 year ago
Sorry to hear this Ross. We are experiencing high call volumes at present. I can see you managed to cancel your policy today. We are sorry to see you go. Thanks for your feedback. Angela at The HomeProtect Team.
Posted 1 year ago
Stewart
Verified Reviewer
“Unfortunately the low cost reflects the low level of service. Waiting over a week for a claim with no updates at all. Waiting over 1.5h to speak to a human after annoying repetitive news and irritating announcements only to have the call dropped when I’m out through. …I certainly won’t be renewing!”
Helpful Report
Posted 1 year ago
Sorry to hear this Stewart, that is not the level of service we would expect you to receive. Please can you send your policy details to resolve@homeprotect.co.uk and I will escalate this to the claims manager for you. Thanks, Angela at The HomeProtect Team.
Posted 1 year ago
Anonymous
Unverified Reviewer
“set up a policy with home protect then within a hour I was told they couldn't cover me because they had not me the right questions so was cancelled before it started they took a deposit of me now trying to get it back in touch with them to get a refund is impossible they have not replied to any of my emails and I have trying on and off for a week to phone them they never answer I guess I will have to go back to my credit card holder to get get my payment back Good look if you have a claim with them”
Helpful Report
Posted 1 year ago
Sorry to read of your disappointment, that is never our intention. I can see you called to make amendments to your policy and we were not able to extend cover for this. I have escalated this with the finance team and requested they issue your refund. Thank you Angela at The HomeProtect Team.
Posted 1 year ago
Homeprotect is rated 4.4 based on 2,629 reviews
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