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Homeprotect Reviews

4.4 Rating 2,631 Reviews

88 %

of reviewers recommend Homeprotect

Company Reviews

4.4

Based on 2,631 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

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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Homeprotect 5 star review on 21st December 2021

Anonymous

Anonymous // 01/01/2019

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

“Absolute disgrace handling of my claim! Full of empty promises, customer service the worst i have ever encountered”

Posted 3 years ago

It's always disappointing to know we've been unable to meet the expectations of any customer. We're really sorry your claim wasn't covered on this occasion. Zoe from the HomeProtect Team

Posted 3 years ago

“I have been asked to provide feedback for the insurance service I have received. I have been given no other details about which particular service it relates to. Overall communication from the insurance service is poor and this once again reiterated the lack of communication. I would be most grateful if you could provide me further details about the service. It would also be helpful to receive notification and quote for renewal in advance with more notice.”

Posted 3 years ago

Sorry to hear that you've been unhappy with our service. We write to customers one month before their renewal is due, to allow them time to shop around. If this wasn't the case please do send me an email with your policy details and I will investigate this further. Email: resolve@homeprotect.co.uk Zoe from the HomeProtect Team

Posted 3 years ago

“Suffered a fire in my house - home insurance is supposed to give some comfort in such a terrible situation, yet this company doesn’t even bother to reply. 7 months since I claimed!! I’ve chased countless times. The worst customer service I’ve ever experienced! Get to back to me!”

Posted 3 years ago

Sorry to hear about your fire I do hope everyone is ok, and I apologise for any delays that have taken place. As mentioned in another review of yours,my colleague is currently investigate this further for you and will be in touch within the next 24 hours to get this resolved. Zoe from the HomeProtect Team

Posted 3 years ago

“Been a customer with this company for 7 and a half years paying £35 per month continuously. Made 1 claim 1st time ever a few weeks ago, arranged an engineer to come out to do a track a trace as water was leaking somewhere and I had to pay £100 out of my own pocket and was advised by call handler I would be covered up to £7500 for a new bathroom. 1 week later receive call from conor flynn claims handler to be advised word for word we cannot do anything for you as this is due to failed grouting and sealant, ok thanks have a nice day then hangs up. No apology no offer for assistance or advice or explanation. Policy is misleading and not clear. Cancelled with these crooks took my business to Hsbc and saved £180.42 per year and confident will get better service, these guys are on the ball when it comes to taking your money but slow when comes out to a claim robbers.”

Posted 3 years ago

“Put a claim for flood damage after storms 26th August. 3 months and 3 surveys later and no work has started yet. No-one replies to my emails either. Disgusted”

Posted 3 years ago

Sorry to hear that you've had delays with your claim, this isn't the level of service we would expect you to receive. If you could please email me your policy/claim number I can get the Claims Team to get this resolved for you. Email: resolve@homeprotect.co.uk Zoe from the HomeProtect Team

Posted 3 years ago

“Upgraded existing policy. Documents emailed contain old policy without incorporating amendments or additional cost paid. Two emails sent by me to try to rectify but no response to date.”

Posted 3 years ago

Sorry to hear you've had issues with your upgraded policy. If you could please email me your policy number and details you need updating I will make sure this is resolved for you. Email: resolve@homeprotect.co.uk Zoe from the HomeProtect Team

Posted 3 years ago

“Totally useless avoid at all costs. Don’t pay claims even though policy isn’t clear. NOTE Policy does cover loss of specified items”

Posted 3 years ago

Sorry we've upset you Jon. We're already looking into what went wrong. Our Operations Assurance Manager has been in touch with you to discuss your concerns. Rest assured, he'll provide you with a response very shortly. The HomeProtect Team

Posted 3 years ago

“Do not insure with this company. They don't make clear that when you insure a high risk item such as jewellery it doesnt include losses. No where on the quote process or the FAQ's.”

Posted 3 years ago

Sorry if you felt unsure of what was covered and what wasn't. We try to be as clear as possible in all our policy booklets with all our terms and conditions. I will share your feedback to the Sales Team to ensure we make improvements to our future service. Zoe from the HomeProtect Team

Posted 3 years ago

“Not sure I'd use these guys again”

Posted 3 years ago

Sorry to hear we've disappointed you in some way. If you would like me to look into this please email me your policy details and I will investigate it further. Email: email.service@homeprotect.co.uk Zoe from the HomeProtect Team

Posted 3 years ago

“I went for the cheapest option for building / contents insurance via a search engine. When I made a claim the process took over 9 months to complete. The claim team consistently under-delivered in their responses, and also contradicted each other leading to confusion and a lengthy process. Upon renewal I was no longer offered a Monthly credit account and my premium increased by 60%. Needless to say we did not re-insure with Home Protect. Very difficult to get hold of a person on the phone. Will not use again.”

Posted 3 years ago

I’m sorry you felt let down when you needed us, making a claim of any nature can be stressful, so we would never want to add to this. I will ensure these review is shared with the Claims Team to help improve our service. Zoe from the HomeProtect Team

Posted 3 years ago

“Do not use this company. Take advantage of customers by charging ridiculous fees. Charge you £100 to leave during your Insurance term! To put it into perspective my monthly direct debit was just £20 per month. Other companies charge around £30. Will never use again”

Posted 3 years ago

Sorry if you feel taken advantage by us. We always make our customers aware of any fees and charges before you buy your policy from us. If this wasn't the case then please do send me an email with your details and I will investigate this for you. Email address: email.service@homeprotect.co.uk Zoe from the HomeProtect Team

Posted 3 years ago

“I have had insurance for many years ... Now I am applying for a claim for the first time and the insurer is not responsible for a week. No respect for the customer.”

Posted 3 years ago

I'm very sorry for the delay, we've had a backlog of claims, but our Claims Team will be in touch with you today to get this resolved. Zoe from the HomeProtect Team

Posted 3 years ago

“Just be aware if you have jewellery items purchased for under the high risk limit of £1,500, even if you have a receipt they will send it off for valuation and increase the value for all jewellery 5% per year owned and 7-8% per year for watches. This sounds great until you try to make a claim. I bought a necklace two years ago for £1,400 not knowing this fact when I took out the policy so didn’t itemise it on the items over the high risk value. After a break in and the necklace was taken they have valued it at £1,540, sounds great but NO, they won’t pay out anything on that item as it’s over the £1,500 limit by £40”

Posted 3 years ago

I’m sorry to hear that you're having issues with your claim. What you've mentioned is a little confusing and I’d really like to look into why this has happened. Please can you email me your claim reference number so that I can investigate this further for you. Email address: email.service@homeprotect.co.uk Zoe from the HomeProtect Team

Posted 3 years ago

“Awful company to deal with.”

Posted 3 years ago

I'm sorry to learn we've disappointed you. Please email me your policy number. I'd like to understand what went wrong so we can try and put things right. Email: email.service@homeprotect.co.uk Zoe from the HomeProtect Team

Posted 3 years ago

“Over five months, and claim still not sorted. Don’t bother putting a complaint in even though my has been upheld and the customer relations team agrees I have reason to complain, still nothing happening. Broken promises that I will get a call back, requests for the same evidence I have already sent, made to feel like I am the criminal not the victim (my house was broken into), stalling tactics so they don’t have to pay put, and offer much less than what the claim is for. Will never use this company again. They were quick to take my money for the years insurance but not so keen on paying out. They are an absolute shambles.”

Posted 3 years ago

I’m sorry you felt let down when you needed us Paula. Making a claim of any nature can be stressful, so we’d never want to add to this. I have escalated your review to our Claims Team who will be in touch with you today to hopefully get this resolved. If there's anything further that you need please don't hesitate to get in touch. Zoe from the HomeProtect Team

Posted 3 years ago

“Ripped off DO NOT BUY! I PAID £134 for a policy and had to cancel 7 days after the cooling off period ended. They charged me over £100 to cancel. This means I paid the equivalent of £1200 a year for less than a months cover. AVOID AVOID AVOID.”

Posted 3 years ago

Sorry if you feel ripped off by us Chris. We always make our customers aware of any fees and charges before you buy your policy from us. If this wasn't the case then please do send me an email with your details and I will investigate this for you. Email address: email.service@homeprotect.co.uk Zoe from the HomeProtect Team

Posted 3 years ago

“Replies are at a glacial rate and team very unhelpful”

Posted 3 years ago

Sorry to hear we've disappointed you, it's not the level of service we would expect you to receive. I can take a look into why this delay has happened. If you could please email me your policy number I’ll make sure it is investigated. Or if there's something you need assistance with please let me know and I will look into this for you. Email address: email.service@homeprotect.co.uk Zoe from the HomeProtect Team

Posted 3 years ago

“Went to renew home and contents policy and 2nd year was 80% higher than 1st year with no change in circumstances. They rely on customers being lazy and not checking the renewal paperwork to rip you off. Don't use them!”

Posted 3 years ago

Sorry if we've not been competitive for you Grant. I understand it's frustrating but there are lots of different factors that go into calculating premiums, based on each individual risk assessment. This practice is not unique to us, but operates extensively across the industry. Zoe from the HomeProtect Team

Posted 3 years ago

“Horrible service, disgusting and disgraceful! They do not bother about customers, just want you to pay money but whem you claim something then the fun is strating. You can spend a fortune to phone them, they promise to call you back but your phone is silent... When you are on your limits after over a month, they can not still sort your claim, saying you can’t cancel the policy and then you receiving email saying they cancel! It is the worse insurance company, waste of money. Avoid that what I can recommend. BTW, Ombudsman has been informed. Do not choose them if you don’t want to loose your money! Probably, there is more people like us and that’s why the feedback is not available. AVOID, AVOID, AVOID!!”

Posted 3 years ago

As mentioned in other communications with you, I'm concerned to hear you've had a bad experience with us Anna. This isn't the impression we'd like to leave you with, so I would like to look into the service you received. If you could please email me your policy number I will take a further look. Email address: email.service@homeprotect.co.uk Zoe from the HomeProtect Team

Posted 3 years ago

“Very very bad service , difficult to get someone on the phone when you really need insurance . They always tell you is not covered because bla, bla , bla ........... I think one of the worse insurance in UK . Please don't do the same mistake as I did .”

Posted 3 years ago

I'm concerned to hear you've had a bad experience with us Achraf. This isn't the impression we'd like to leave you with, so I would like to look into the service you received. If you could please email me your policy number I will take a further look. Email address: email.service@homeprotect.co.uk Zoe from the HomeProtect Team

Posted 3 years ago

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Homeprotect is rated 4.4 based on 2,631 reviews