Homeprotect Reviews

Name: Homeprotect
Address: CI Tower, St George, New Malden
Rating: 4.43

4.4 Rating 3,154 Reviews

89 %

of reviewers recommend Homeprotect

Company Reviews

Metrics

Info

4.4

Based on 3,154 reviews

Shipping & Delivery
Delivery Methods	Postal Service
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

“Fraudulently set up home insurance in my name. I had no knowledge that this was set up until I discovered a direct debit coming out of my bank. I instantly cancelled this and told them I did not ask for this cover nor need it. They then drummed up a load of admin charges and took money out of my bank account without my permission and have not returned any of my phone calls. Still waiting to all responses of my communications. They only communicate when it suits them. They don’t answer any of your questions. They provide no proof of when asked on how this insurance was set up. Absolutely disgusting customer service. I have called 5 times to sort the problem. Been promised that I would get a call back. Still waiting months later. Stay well clear.”

Helpful Report

Posted 5 years ago

Hello, I have sent a response to you on the other review site Kind regards Mona

Posted 5 years ago

“Agree with some of what has been said below - all the 4 and 5 star reviews are coming from people who have never made a claim with this company. Yes they are cheap and it is easy to setup, but I have learned the hard way that this is for a reason: that they will use every trick in the book to avoid paying out. After three years of no claims, I tried to claim for my stolen phone (not exactly rocket science) through the contents insurance I had. They told me that because I hadn't declared the exact model of my phone it was not covered away from the home, despite the wording in my policy stating: "mobile phones worth less than £1000 are now covered as standard under our Contents Cover"....clearly not! Do not take out insurance with these guys, and if you already have insurance and have yet to make a claim, I would recommend moving your insurance to a different provider.”

Helpful Report

Posted 5 years ago

Hello Alison, I have sent you a message on the other review site just now. I look forward to hearing from you. Kind regards Mona

Posted 5 years ago

“Here is an honest review for you. The only good reviews I have seen about this company have been from quotes. It is easy to take money and get new customers. The real proof of how good a company is, is the reviews from experience of putting a claim in which surprise surprise is terrible just like we have experienced. At the end of October our house was broken into while we were away for our sons birthday. We called to report the break in after we had acquired a crime number from the police. I couldn't get through so decided to have a look online. We found you could put a claim in online and complete a 'loss list' so that's exactly what we did. Not once has this company returned my calls. We have exchanged several emails with our case worker, Matt. He has requested an extensive list of receipts, pictures of items and various other things. We have always responded giving him exactly what was requested from our side every time. Then all goes silent and I have to call again for an update. Last email I sent was a week and a half ago and have had no reply. I called last Thursday and spoke to a very helpful lady called Holly who even said herself the communication from Matt had been atrocious and that he should be calling to update us with our claim. She promised he would call back before they closed. Again, no call. I called again Friday, was told the same. Yet AGAIN no calls. Was left over the weekend. Same happened yesterday. I am really at my wits end. So people, if you'd like home insurance really cheap and know you will never claim (impossible) then go ahead with this company. If you want an insurance that will maybe cost you a little more but you know you will be covered and not fobbed off with every excuse in the book then pay the extra and get a reliable insurance you can rely on should you ever be unfortunate enough for a burglary or a home emergency!”

Helpful Report

Posted 5 years ago

Hello Lauren, I am sorry to read about this. I am happy to look into this for you. Please provide me with your policy number and email this to: email.service@homeprotect.co.uk Kind regards Mona

Posted 5 years ago

“HomeProtect made me very unhappy by quoting me a hugely increased renewal premium. Fortunately the card details they had were out of date, so they had to contact me. This prompted me to do a Meerkat comparison site check on what other options were available. I found a quote about 20% cheaper but for increased cover. The surprise was that the new, better offer was also from HomeProtect! This made me worried that they would be very poor at handling a claim, but review sites don’t confirm that to be the case, so I bought the cheaper online offer. Because I was disgusted at the attempt to exploit an existing customer so ruthlessly, I telephoned to complain. The agent said online deals were often cheaper because of reduced costs to the insurers. Nonsense! Is it really cheaper to pay a commission to the comparison site than to process a card payment where they already have the details? Now they keep writing to me about missing the renewal offer........”

Helpful Report

Posted 5 years ago

Hello David, I am sorry to read about this. Please provide me with your policy number to email.service @homeprotect.co.uk so that I can look into this for you. Kind regards Mona Homeprotect

Posted 5 years ago

Hello David, I am sorry to read about your experience with Homeprotect. Please provide me with your policy number and send to: email.service@homeprotect.co.uk Kind regards Mona

Posted 5 years ago

“AVOID this company at all cost. Yes I agree with the positive comments on here about taking out a policy but that’s as far as it goes. I have tried to get hold of mona on here as well to try and sort this out but again just met with silence. After my garage was broken into and lots of items were taken, I had to put a claim in through my contents insurance. The onset of problems started, every excuse under the sun came out why we were not covered. No damage, no receipts or proof of purchase, has a max limit as it’s an outbuilding, Has a max limit per item. Slippery eels trying everything to get out of paying up. “The garage contents are not covered as it’s not part of the dwelling” our garage is integrated into the house as the bathroom is over it.? “Loss adjuster came out and verified the claim” then they went quite for months no correspondence at all. I even thought about sending a carrier pigeon. ”Second loss adjuster came out and also verified the claim, recommend they settle” Then they also went quite. 6 months later and they still haven’t sorted this claim out. A very stressful time for us and the kids, we don’t have a massive slush fund to replace everything at once. My neighbour was also burgled at the same time, they also didn’t have receipts and proof of purchase just boxes and pictures like us. However his claim was settled within 4 weeks. When we had the storms earlier this year it caused quite a bit of structural damage. Not even bothering to put a claim in!!!! Would prefer to 💩🙌🏻👏🏻🙌🏻👏🏻 as the slippery little worms will Stress me out even further. Advice is to pay that extra little bit on your policy and go with a more reputable company.”

Helpful Report

Posted 5 years ago

Hello, I replied to your other review and have located your policy number. I have emailed you directly to your email address. Kind regards Mona

Posted 5 years ago

“Absolute bandits. They never email you to tell you that your policy is increasing, then auto increase without you realising. AVOID THESE BANDITS AT ALL COSTS!”

Helpful Report

Posted 5 years ago

Hello Dan, I am sorry to read about this. Please can you provide me with your policy number so that I can look into this for you. Kind regards Mona

Posted 5 years ago

“Shoddy operation They try doubling price automatically. After 12 months Just to cancel waste 20 min in phone line. Avoid these scammers”

Helpful Report

Posted 5 years ago

Good afternoon, I'm sorry to hear about this. I would be happy to look into this for you if you can provide me with your policy number. Kind regards Mona Homeprotect

Posted 5 years ago

“Made a claim for a mouldy mattress following an escape of water from property above... They said they were going to send someone round to inspect it within 48 hours but never did and only contacted me a week later when I was on holiday!! So I had to dispose of it because I had asthma and only rent a room and they then declined my claim?! Worst thing is, I work in insurance and they didn't follow the process or take into account my vulnerability. They only respond to your emails after 5 days as well. Escalating my claim to the Financial Ombudsman Service. Cheap insurance = They will decline your claim!!! AVOID.”

Helpful Report

Posted 5 years ago

Hello Daniel, I'm sorry to hear about this. Your details have been passed to the claims department and they will be in contact with you. Kind regards Mona

Posted 5 years ago

“We have not had the use of our ground floor toilet since April. The damage was assessed in March and we accepted the estimate from their own contractor. He has started and stopped work several times. Home Protect assured us yet again last Wednesday he would phone us to arrange his return. He has not done so. We have sent countless emails; we have had no reply apart from the automatic acknowledgement. We have spent hours on the phone waiting for someone to speak to us. Now that I have read the similar experiences of other people on this website, I can see that something is very wrong. I am going to ask for help elsewhere. Be very careful.”

Helpful Report

Posted 5 years ago

Hello Frances, I am sorry to hear about this. I can look into this for you if you can provide me with your policy reference number and email me to: email.service@homeprotect.co.uk Kind regards Mona

Posted 5 years ago

“Be aware of very expensive unclear cancellation costs! £100 I have been charged, for a policy which I have only had for about 6 weeks as the house insured, was unoccupied due to being on the market, and has now sold.”

Helpful Report

Posted 5 years ago

Hello, I am sorry to hear about your experience dealing with Homeprotect. Our charges are made aware to all our customer's at point of sale and is also stated on your documents. If you would like to discuss this further, please email me with your policy reference number/correspondence address to: email.service@homeprotect.co.uk Kind regards Mona

Posted 5 years ago

“Would give 0 stars if I could. Had a fire in June, its September now and my house is still full of soot and damage (and I have TWO young children) Every week I get a promise of money and a payout to start rebuilding works, and every week my calls go unreturned and I continue to live in this horrifying nightmare of a burnt down house. Will be going to the FCA next as my complaints go without any notice. STAY AWAY”

Helpful Report

Posted 5 years ago

Hello Parneet, I am sorry to read about this. I can look into this for and check the situation with the claims department. Please email me with your policy number or correspondence address and postcode to: email.service@homeprotect.co.uk Kind regards Mona

Posted 5 years ago

“Worst experience with these guys. After my wife’s wallet was stolen underground, first of all they ask you to deal with their claims department, who keep you holding for very long time. Once you are able to get through them, they ask you for all the proofs as if you have stolen the items. So, for example stolen cash they ask for bank statements. Even when I gave them all the details they finally came back and say they you are not covered for this and for that. Finally ended-up not being able to claim anything. HomeProtect is just good at misleading people. They are there just to collect premium and help you with nothing. Stay away from them. Worst insurance provider in the world. Would have given zero start if it was possible.”

Helpful Report

Posted 5 years ago

Dear Ashish, I have sent you a reply on the other site where you posted this same review. But just to re-iterate, please send me your policy number to email.service@homeprotect.co.uk and I can look into this for you. Kind regards Mona

Posted 5 years ago

“Lodged a claim in May and it's Sep now. Had to declare the same in new policy. Complained already, tweeted, customer service contacted me and tried to resolve for couple months. I logged a formal complaint and was promised answer/resolution in 8weeks. It's Sep now, and I keep getting automated emails asking if I want to keep claim open. Very easy to setup policy absolute nightmare to claim.”

Helpful Report

Posted 5 years ago

Good afternoon, I am sorry to hear about this. I have sent an email to your personal email address just now. Kind regards Mona

Posted 5 years ago

“Do not bother if you have anything even slightly out of the ordinary to insure and do not expect any call back from the company even if promised faithfully”

Helpful Report

Posted 5 years ago

“very very expensive, but proof is in the pudding and if I have to make a claim (which I rarely do) I hope I will be pleasantly suprised”

Helpful Report

Posted 5 years ago

“*20 minute wait on the phone to claim-gave up. They didnt send me a policy booklet so i had to download one * Insured me for a house flat roof which i specified then i discovered their policy doesnt cover flat roof * Awful. THIS IS NOT A 5 STAR SERVICE”

Helpful Report

Posted 5 years ago

“AVOID AT ALL COST!!!!! So I have a break in to my house. The thief stole various item. I got the CCTV footage and report to the police. I call to make the claim. After waiting for hours on the phone I finally talk to one of the customer service guy. I told him about the situation. That someone broke the lock and managed to get inside the house. I needed to change the right after I know it. He told me there was no sight of breaking in so cannot make a claim and hang up on me. THIS COMPANY IS SET UP TO SCAM PEOPLE. THEY WILL LET YOU WAITING FOR HOURS TO MAKE THE CLAIM. THEN TOLD YOU YOU COULDN’T CLAIM DESPITE ALL THE EVIDENCE”

Helpful Report

Posted 6 years ago

Hello, As mentioned in my response to your review on a different site, I will be in touch regarding this in the next few days. Kind regards Mona

Posted 6 years ago

“Do not go with this company”

Helpful Report

Posted 6 years ago

Hi Kim, I'm sorry to read about this. You haven't mentioned what the issue is and if you have a policy number, please DM me and I will investigate this for you. Kind regards Mona

Posted 6 years ago

“If it were possible to give no stars, I would. Took out insurance with home protect on my father's house after he passed away. When the house was sold I cancelled the direct debit to inform them that insurance was no longer needed as the house was sold. Even though I was dad's executor, set up the insurance and paid from my bank account they would not speak to me about it saying that I was not the person who they would speak to. After two very frustrating and upsetting conversations with both Home Protect and Premium Credit I had to tell them they could not speak to my father because he had passed away. After the telephone conversations I received an email from them asking to see a grant of probate before they would cancel the insurance and they still want the payments. Absolutley disgusting. They never asked for sight of grant of probate on taking out the insurance - why are they asking now. I think they are despicable and I would avoid this company at all costs.”

Helpful Report

Posted 6 years ago

Hi Karen, I am very sorry to read about this. Please can you DM the policy number as I would like to look into this for you. Kind regards Mona

Posted 6 years ago

“Complete charltons,take your premium but do not want to know if you make a claim.”

Helpful Report

Posted 6 years ago

Good morning, I am sorry to hear about this. Please can you DM me your policy reference number so that I can investigate this for you. Kind regards Mona

Posted 6 years ago

Homeprotect is rated 4.4 based on 3,154 reviews