Homeprotect Reviews

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

4.4 Rating 3,152 Reviews

89 %

of reviewers recommend Homeprotect

Company Reviews

Metrics

Info

4.4

Based on 3,152 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

“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 2 years 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 2 years ago

“Appalling customer service. Very difficult to cancel policy.”

Helpful Report

Posted 2 years 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 2 years ago

“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 2 years 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 2 years ago

“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 2 years 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 2 years ago

“Unreasonable exclusions to deny claims. Read if you have a lodger. Having had the misfortune of needing to make a claim, I thought I would share my experience. I encourage you to look carefully at these reviews. The positive ones are all about how easy it is to take out a policy, how helpful they are. The negative ones are all about claims, where they do everything possible to deny any payment. I have a house with solar panels. In order to be able to make a claim for damage to solar panels, you must buy Accidental Damage in your Buildings Cover. This also covers your underground water supply, between the meter and your house. I spent over an hour with the agent, to ensure I had the right cover, and was never told that because I have a lodger, I would have no accidental damage cover. I have always been keen to make sure that the cover I have is appropriate, so I was surprised to learn that, when I made a claim for my water supply, I was not covered. "Accidental Damage" was described as for windows, toilets, baths, etc. No mention of Solar Panels, which they knew I had on my house and no mention that my underground water supply would also not be covered. Because I have a lodger. If you can figure out the logic of that, please enlighten me. My Buildings cover refers to "escape of water", and even had a clause limiting claims to £7,500 for tracking where the escape of water is. So I thought I was covered, and initiated a claim. It was denied, because I have a lodger. By doing that, apparently, I now have to report to insurers that I made a claim - even though it was utterly unsuccessful by not being part of my cover - so my premium will go up for a non-existent claim. Go figure... A further update, as my renewal has just come up. My claim was denied because I did not have "accidental damage" for my buildings cover. The reason for that is that BECAUSE I HAVE A LODGER, the standard accidental damage cover WAS EXCLUDED . As my renewal came up, I asked about getting accidental damage cover (even though most policies see your water supply pipe as part of the building, and not requiring such additional cover) - AND IT IS NOT POSSIBLE TO OBTAIN, EVEN WITH AN ADDITIONAL PREMIUM. My advice: If you have a lodger, still well clear of Avantia. Or even if you don't, do not support this company with such a slimy pattern of weaselling out of paying claims. Seriously, how does having a lodger increase the risk to your water supply breaking? How did they even determine it was accidental damage since no one, NO ONE even came to look at it. Maybe it was ground movement. Maybe it was an act of god. Whatever, I advise you to not give them your money. The policy of seeing your underground water supply as requiring accidental damage to be cover, and then refusing to cover it because you have a lodger is unreasonable. Not making it clear what you would not be covered for, and making it clear that having a lodger excludes this cover is deceitful.”

Helpful Report

Posted 3 years ago

Sorry to read of your disappointment, that is never our intention. I can see that this was escalated to the Financial Ombudsman Service, and they decided to not uphold your complaint. We are sorry this is not the outcome you were hoping for Thank you, Angela, at The HomeProtect Team.

Posted 3 years ago

“My first experience with HomeProtect was disastrous. I signed insurance Policy Ref: C28/0673726 on March 18, 2022. What happened: I decided to change direct debit bank. I called and notified HomeProtect. On June 24, I received an official confirmation from HomeProtect about the change of bank details. However, when the time came for the next month payment (£78.39) the company used the old details (I was notified by the bank where I closed the account) and HomeProtect, of course, did not receive money. On June 30 HomeProtect notified me that my most recent instalment of £78.39 hasn't been paid, due to insufficient funds. I have been fined (£20) and I was informed that a loan agreement (at a rate of 12%) should come into effect. I called HomeProtect and begged them to use new payment details that I had previously informed them off and which they officially confirmed. In vain. They kept claiming that they used the new details. I contacted the new bank and got confirmation that HomeProtect has not made any attempt to collect the payment. What I did: I realized that I was in a dangerous situation. Having money, I could make a payment because of unprofessional and incomprehensible actions of HomeProtect. I called HomeProtect again and said I didn't want to make monthly payments. I want to pay the entire balance before the end of the contract in a lump sum. This conversation took place on June 30. My new bank confirmed that HomeProtect received the amount (£655.02) on July 1. Until now (today is the 10th of July 2022) I do not have official confirmation from HomeProtect that my financial obligations to HomeProtect have been repaid in full. My calls with inquiries to HomeProtect did not lead to any results. As a result: 1. I have already suffered financial losses (I paid a fine (£20) for HomeProtect mistake in the client's payment details). 2. I am in a state of uncertainty. The company refuses to acknowledge receipt of my money in the amount of £655.02. 3. All I hope is they don't try to get more money from me. My advice: NEVER USE HomeProtect! IT IS DANGEROUS!”

Helpful Report

Posted 3 years ago

Sorry to read of your disappointment Marina, that is never our intention. I have escalated this with the finance team and requested someone contact you to make this right. Thanks Angela at The HomeProtect Team.

Posted 3 years ago

“Home Protect state they cover legal issues. However, these are all outsourced to third party DAS Legal. Google them to see what an atrocious company. Home Protect explain they represent DAS Legal as their sellers only, but have no authority over them. Further, our policy makes no mention of DAS Legal nor that Home Protect purely sell on their behalf. In fact, the opposite: The insurance policy states Home Protect would "administer insurance working with reputable providers," and DAS Legal is not mentioned. This to be settled via Ombudsman and courts as Home Protect neither administer third parties listed in their policy, nor reputable ones, and have no control. The "resolve" email to Angela is a farse.”

Helpful Report

Posted 3 years ago

Sorry to read of your disappointment Ben. This has been escalated to our complaints team and someone will be in contact with you shortly. Thanks Angela at The HomeProtect Team.

Posted 3 years ago

“I had a underground burst pipe back in september. This soaked my carpet and base of 1 of my cabinets. The walls and floorboards were repaired. I have messaged on numerous occasions re the carpet and cabinet. Only to be ignored. Last email in April. Have not been able to use this room all this time. Not impressed at all. Don't seem to care.”

Helpful Report

Posted 3 years ago

Sorry to read of your disappointment, that is not the level of service we would expect you to receive. I have escalated this with the claims manager and requested you be contacted urgently. I will personally be keeping on top of this for you. Thank you Angela at The HomeProtect Team.

Posted 3 years ago

“Appalling customer service. After waiting 15 months for our house to be restored after a flood the new kitchen pipework their OWN contractor installed failed and flooded the house and caused more damage than the initial flood. Home Protect don't want to know. It's not covered because it's the pipework that failed... 12 month guarantee from the contractor is worthless. So we're left with an uninhabitable house yet again, this time caused by the insurer's own contractor, and we're back to square one, but with worse damage than we started with. It would have been better to never insure our home, save ourselves money, go through the flood and repair the damage ourselves much more quickly and to a considerably higher standard than the contractor did. The amount of financial hardship and stress this company, its underwriters, loss adjusters and contractors have put us through is unbearable. Avoid like the plague and use an insurance company that stands by its customers and uses contractors that know what they are doing.”

Helpful Report

Posted 3 years ago

Hi Louise, Sorry to read of your disappointment, that is not the level of service we would expect you to receive. I have escalated this with the claims manager and requested they contact you today. I will personally be keeping an eye on this for you. Thanks Angela at The HomeProtect Team.

Posted 3 years ago

“Had a policy for years without an issue. Took out a new policy on 12th March and cancelled on 15th March. Still waiting for a refund of original deposit. Enquired twice to be told refund will be issued in 3-5 days. No refund arrived yet.”

Helpful Report

Posted 3 years ago

Sorry to hear you have not yet received your refund. I have chased this up with the finance team, and will be in contact with you once I have an update, Thanks Angela at The HomeProtect Team.

Posted 3 years ago

“AVOID AT ALL COSTS. Quite happy to take your money for years, but when it comes to them actually doing anything, well you are in for a shock. Beware that unlike other insurers, your garage is an outbuilding, so cover is likely less than you expect. We had a fire in our garage, despite customers for years, no offer to over pay premium to cover our loses. Didn't even log our claim when we first called, followed up a week as they didn't contact us, and their response was that "oh we don't have a claim for you", and there was no explanation. Passed over claim to claims management company, that we have now chased three times, and literally nothing (no contact, no visits) has occurred 3 weeks after our fire, and we have to continually get in touch with them, so currently still waiting to be told when a surveyor might come out and visit. Our neighbours property was also effected by the fire and their insurer offered to send their team out the same week, says a lot”

Helpful Report

Posted 3 years ago

Sorry to read of your disappointment Mark, that is never our intention. Please can you provide me with your policy details to resolve@homeprotect.co.uk so I can escalate this with the claims manager. Thanks Angela at The HomeProtect Team.

Posted 3 years ago

“Convoluted and shambolic claims process. Months on from storm Arwen we are still waiting a resolution to our claim. Two quotes, appalling follow up (or lack thereof) from the subcontractor company called MA assist, sourcing and paying for our own condition reports, then a visit from a loss adjuster, all to be told we are under-insured based on the square footage of the house; Something I was never asked about during the quotes process. Absolute shambles”

Helpful Report

Posted 3 years ago

Sorry to read of your disappointment, 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 so we can escalate this for you. Thanks Angela at The HomeProtect Team.

Posted 3 years ago

“Appaling insurance provider. AVOID. HomeProtect does not provide protection, they do not even provide excuses - they simply ignore you, for months. Read the reviews - all positive ones are from people who have never had to make a claim. I called HomeProtect to make a claim against my Policy, to be told "we accidentally cancelled your policy without telling you, our accounts made an admin error, goodbye". They eventually admitted error, reinstated my Policy, took my money, authorised my claim, but are now neglecting to pay me the money they owe me. If you call, you are put on hold for hours, day after day. So I am out of pocket, stressed, and struggling to take more time off work to sit on hrs of unreasonable holding pattern that amount to nothing.”

Helpful Report

Posted 3 years ago

Sorry to hear of your disappointment 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 so we can make this right. Thanks Angela at The HomeProtect Team.

Posted 3 years ago

“I agree with all the negative feedbacks. The automated phone is long winded. My claim following the storms has not been attended to and they sent me a renewal based on a fictitious claim back in July. I shall stop the automatic renewal. Never in 50 years have I had such poor service. 0/10”

Helpful Report

Posted 3 years ago

Sorry to hear of your disappointment Peter that is never our intention. Please can you send your policy details to resolve@homeprotect.co.uk so we can escalate this for you. Thanks Angela at The HomeProtect Team.

Posted 3 years ago

“I can only assume the 5 and 4 star reviews are fake, this company is a joke. I submitted a claim back in January (3 months ago, so much for 'someone will get back to you in 2 days') and I've received no response, I made a complaint about receiving no response, and I received no response from the complaint. I've phoned up, but have also received no response after being on hold for half an hour at premium phone rates. I messaged on facebook, and received no response. I guess it's a pretty good business model - you don't have to pay out if you ignore your customers claims!”

Helpful Report

Posted 3 years ago

Sorry to hear this Gavin that is not the level of service we would expect you to receive, I have escalated this with the claims manager and requested someone contact you. Thanks, Angela at The HomeProtect Team.

Posted 3 years ago

“I'd give zero if I could, as I've not had any service at all in getting an answer on my claim. Calls aren't answered. Promised call-backs via twitter don't happen. Three weeks and waiting. Just rubbish.”

Helpful Report

Posted 3 years ago

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

Posted 3 years ago

“extremely poor service and some unethical sub contractors be very careful kn choosing this company”

Helpful Report

Posted 3 years ago

Sorry to hear this. If you would like us to investigate this for you. Please send your policy details to resolve@homeprotect.co.uk. Thanks Angela at The HomeProtect Team.

Posted 3 years ago

“Into second month since I had a flood. So many calls asking for a manager you would not believe. No call backs What I have had to do as no one from Home Protect has been sent to make an assessment Stopped leak Sent pictures, video and had real time video chat x2 Gotten two quotes Removed damaged plasterboard and insulation on walls and ceiling. Given all measurements Removed damaged skirtings Taken everything to landfill Electrian to check lighting and remove damaged hard wired smoke alarm. I have had to get contractors in to carry out the work as after 5 weeks home protect couldn’t get anyone to do the work for them. I wonder why ! Maybe the reason was because they wouldn’t cover the price of materials nevermind labour. To date has cost me £9500.00 Home protect emailed today with a £2300 offer Avoid this company !!!!!!! Today I was informed 8 weeks for my complaint to be addressed”

Helpful Report

Posted 3 years ago

Sorry to hear this James. This has been passed to the complaints team and someone will be in contact. Thanks Angela at The HomeProtect Team.

Posted 3 years ago

“Insured for over 11 years. Made the first claim and trying to speak to anyone is an absolute joke. They don’t respond to emails. Would never use them again. Eventually spoke to an arrogant manager who was so patronising on the phone. Avoid”

Helpful Report

Posted 3 years ago

Sorry to hear this Fiona that is not the level of service we would expect you to receive, I have escalated this with the claims team and requested someone contact you. Thanks Angela at The HomeProtect Team.

Posted 3 years ago

“Most of these reviews are reviews on the customer side, I actually worked on the frontline in Customer Services and 1 sales call over 6 weeks on a remote working form home basis in Sheffield. Avantia Insurance/HomeProtect, 1 is a trading style of Avantia Insurance. They use Webhelp/GoBeyond Partners. I am not really impressed with the reviews I have seen anyway but my online training group was more like the Bash Street Kids than a professional group of candidates giving their all in 6 weeks. It was a nightmare. The Reed Screening company lost my character Reference and had to ask for it again. I asked what happened to the first one, possible data breach, sent somewhere else, misplaced file. They stayed silent, never put anything in writing for 4.5 weeks. If we look at the assumption that a Nutritionist what goes in gives you the results outside. A construction company using bad materials. I have been a Business Development Manager 10-15 years of telephone sales, clarity of voice, control a call, a smooth reading voice for the insurance scripts, I would say 4/5 of us out of 14 had that. Fast food workers, students, care workers and we lost 4 in first few weeks. They just want you to get through the course and a body on the line even if they are not up to standard in my opinion. I would have taken on 6 if senior management. I heard swearing down the training line, some candidates were non existent in training, swearing, 1 was doing the home remote working and in a car with stereo playing. WEBHELP have a look at their ratings online and Avantia/HomeProtect trust this company to deal with their training/candidate selection. I feel sorry for the insurance customers long waiting queues on line, lower quality advisors I truly can say getting through to Accounts was the worst (transferring customers), but override team, Referrals, Renewals and calls taking 1 hr plus I now know why. Finally, I they found a reason to get rid of me, my delivery from Webhelp computer equipment in a battered box. I will say 1 final thing for a the advisors its a 6 week course which is never enough, it takes years to master the role (Customer Services) but at least match the candidates. The lady trainer had no control of group at all.”

Helpful Report

Posted 3 years ago

Homeprotect is rated 4.4 based on 3,152 reviews