Homeprotect Reviews

Name: Homeprotect
Address: CI Tower, St George, New Malden
Rating: 4.45

4.5 Rating 3,445 Reviews

89 %

of reviewers recommend Homeprotect

Company Reviews

Metrics

Info

4.5

Based on 3,445 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Own Driver
Average Delivery Time	Next Day
On-time Delivery	98%
Accurate And Undamaged Orders	100%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.2 out of 5

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 policies
Homeprotect home insurance policies are 5-star rated by Moneyfacts.

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
New Malden
KT3 4HG

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Homeprotect 5 star review on 21st December 2021

Karen P

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I have rain pouring through the roof but Home Protect don't class it as an emergency!! Its coming through a light fitting of all things!! It's been a week already. Completely unreliable to protect you when you need it.”

Helpful Report

Posted 2 years ago

Sorry to hear this. If you could send your policy details to resolve@homeprotect.co.uk we can escalate this for you. Thanks Angela at The Homeprotect Team.

Posted 2 years ago

“We had to claim in December, no one came out to sort out the plumbing issue, correspondence is poor and cannot get through on the phone, e mails not answered for days. Claim still not sorted even though we have been given a settlement figure and a deadline to reply or the claim will be dismissed. Have now put contractors on hold to do the repair work caused by water damage.”

Helpful Report

Posted 2 years ago

Sorry to hear this. I have escalated this with the claims team and requested they contact you. Thanks Angela at The Homeprotect Team.

Posted 2 years ago

“Loss adjuster made a payment request 4th July and nearly five weeks later and they haven’t paid. They don’t answer emails. Can’t get through on the phone. Spend over an hour at a time on hold. The loss adjuster can’t get through either. Don’t know how to get a response out of them.”

Helpful Report

Posted 2 years ago

Sorry to hear this. I have escalated this with the claims team and requested they contact you. Thanks Angela at The Homeprotect Team.

Posted 2 years ago

“I paid my full annual insurance of £1300 on the 28th June, 2023. When my documents didn't come through a week later I contacted them and they said that they had no record of my payment but that there finance department would be in touch. After a further week there was no correspondence and my home was not insured. I phoned them again. They said I had two option. First to repay the £1300 or secondly they would send an email to finance and hope they picked it up soon. I put a complaint forward which was upheld and the case was closed. They said that they would honour any claim I made but still no documents sent to me. The following day I got an email saying that I wasn't insured because they hadn't had any payment. I'm back on the phone now and they are saying they have received my payment and I will be insured, but they cannot send me my documents for 30 days. I have demanded to speak to a manager. Its not good enough!”

Helpful Report

Posted 2 years ago

Sorry to hear this. I can see it is sitting with our complaints team and someone will be in contact with you shortly. Thanks Angela at The Homeprotect Team.

Posted 2 years ago

“I am still waiting for policy documentation”

Helpful Report

Posted 2 years ago

Sorry to hear this. I have now sent them over via email and Post. Thanks Angela at The Homeprotect Team.

Posted 2 years ago

“I am writing to warn other potential customers about my experience with Homeprotect. I recently sold my house and emailed to cancel my home insurance. I was told there would be charges for cancelling, which I accepted. However, two days later I received a letter threatening a default notice against my credit rating. I find this behavior to be completely unacceptable. If a company is going to charge me for cancelling my insurance, they should at least send me a settlement amount instead of threatening me. I have contacted Homeprotect to dispute the charges, but I have not yet received a response. If I do not receive a satisfactory response within 14 days, I will be forced to take this matter to the Financial Conduct Authority (FCA). I urge other potential customers to avoid Homeprotect. They are a company that does not care about their customers and is willing to use threats to get what they want. I hope this helps!”

Helpful Report

Posted 2 years ago

Sorry to read of your disappointment Steve. I can see you have spoken to agent today who has explained the situation. If you need any further assistance please do not hesitate to contact us at resolve@homeprotect.co.uk. Thanks Angela at The Homeprotect Team.

Posted 2 years ago

“A policy was activated without my consent. This is not the kind of practise i would take politely.”

Helpful Report

Posted 2 years ago

Sorry to read of your disappointment. We do send your renewal documents 30 days prior, which state that your policy will automatically renew. I can see from the notes that you have spoken to someone and are happy to keep your policy running. If this isn't the case, please send your concerns to resolve@homeprotect.co.uk and I will arrange for an agent to contact you. Thanks Angela at The Homeprotect Team.

Posted 2 years ago

“Upon making a claim, their loss adjusters are part of AXA. They call you to change your policy without giving you a right to answer so they don’t have to pay for the claim. Worst insurance ever”

Helpful Report

Posted 2 years ago

Sorry to read of your disappointment, that is never our intention. Please can you send your policy details to resolve@homeprotect.co.uk so we can investigate this. Thanks Angela at The Homeprotect Team.

Posted 2 years ago

“Buying policy from home protect online was the worse nightmare I bought home insurance policy C09/0777949 on March and I cancel it few days after and send email to cancel it and cancel the direct debit they waited two months to cancel the policy and maximise admin fee so policy of 177 pound I cancel end paying 183.26 in cancelation and admin fees if that not fraud what it’s . I have never come across company who are so fraud like home protect find different way to Maximise fees and charges so you end losing leaving them”

Helpful Report

Posted 2 years ago

Sorry to read of your disappointment Reim. I have requested for someone in the complaints team to contact you and discuss this further. Thanks Angela at The Homeprotect Team.

Posted 2 years ago

“Still waiting on my premium refund. Two phone calls . Promised within 24 hours . Still waiting. This is theft and will be taken further”

Helpful Report

Posted 2 years ago

Hi Jean, Thank you for your feedback. The refund was processed on 18th May and will take 3 to 5 business days to reach your account. Thanks Angela at The Homeprotect Team.

Posted 2 years ago

“Had to eventually pass complaint onto financial Ombudsman as final letter from customer services upheld my complaint the accounts team never refunded premiums .Dreadful company to deal with”

Helpful Report

Posted 2 years ago

Sorry to hear of your disappointment. We always try to resolve your complaints to a satisfactory outcome. As this is now with the Financial Ombudsman Service I am not able to comment further. Thanks Angela at The Homeprotect Team.

Posted 2 years ago

“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 2 years 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 2 years ago

“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 2 years 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 2 years ago

“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 2 years 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 2 years ago

“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 2 years 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 2 years ago

“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 2 years 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 2 years ago

“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 2 years 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 2 years ago

“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 3 years 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 3 years ago

“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 3 years 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 3 years ago

“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 3 years 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 3 years ago

Homeprotect is rated 4.5 based on 3,445 reviews