Homeprotect Reviews

Name: Homeprotect
Address: CI Tower, St George’s Square, New Malden
Rating: 4.41

4.4 Rating 2,945 Reviews

89 %

of reviewers recommend Homeprotect

Company Reviews

Metrics

Info

4.4

Based on 2,945 reviews

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Next Day
On-time Delivery	97%
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 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’s Square
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

“AVOID THIS SCAM COMPANY AT ALL COSTS…… AVOID THIS SCAM COMPANY AT ALL COSTS… Payed my insurance premiums to this company only to be told after 4 months of having a hole in my roof that it’s down to poor workmanship and my claim is not covered. There is no customer services with home protect they just don’t call you back for nothing… a one off storm event has nothing to do with the condition of the roof.. please do not use this company as they will take your money and not cover you and remember the surveying officer that comes to the property is the wolf in sheep’s clothing for home protect this claim was all ways getting declined. DO NOT USE THEM 100% fraudsters.”

Helpful Report

Posted 1 year ago

“I was insured with Home Protect for 8… I was insured with Home Protect for 8 years until today. Never again, I cancelled my insurance due to underhand tactics to charge me more for my policy due to their own errors. The company simply does not speak English, they deal in riddles and so many get out clauses their service is worthless. I could not get a straight conversation with their representative today. There are many more insurers out there who provide a much clearer and friendlier and honest service out there. I wont touch this company again and suggest that anyone considering them looks elsewhere also. I shall write a more detailed and scathing review when I have more time but wanted to put up this warning immediately to hopefully avoid others considering using them from having the same awful experience!”

Helpful Report

Posted 1 year ago

Sorry to read of your disappointment. I can see a complaint has been raised and someone will be in contact. Thanks Angela at The Homeprotect Team.

Posted 1 year ago

“Your insurance history will count very badly with this company. Tried to get insurance for a second home we are looking to buy, but because current property was flooded 3 years ago , they will not insure the second home for flood or storm damage. They seem to think that the risk of flood follows YOU around in some biblical fashion perhaps. Crazy logic.”

Helpful Report

Posted 1 year ago

Sorry to read of your disappointment. If you would like to discuss this further, please send your concerns to resolve@homeprotect.co.uk. Thanks Angela at The Homeprotect Team.

Posted 1 year ago

“Let me start by saying that Homprotect is a disorganized scam machine. We had to wait 3 weeks for a surveyor to come out after storm damage. We were handed a report that said the damage was purely one off down to Storm by their surveyor, Who told us we were covered and would receive 1600 for the repairs. 3 weeks of chasing them for payment they said you are not covered because the damage was due to wear and tear. I said this is nonsense and not what your surveyor told me, send me a copy of the report. 10 phone calls later no report. I then informed them of their surveyour report I have a report at which point they changed their story. they said although the damage is internal due to the storm, and purely due to the storm as their surveyor said there is no damage outside like broken roof tile ????????????/!!!! the water leaked purely due to a storm and nowhere in the policy does it say unless damage outside will internal damage not be covered I am sure if there were broken roof tiles they would claim this wear and tear. They still refuse to send a copy of the report. They are running a pure scam and backtracking on everything. Having to submit SAR to get a copy of the record and the report and will take them to the Ombudsman. As a warning stay away from them they are a company that breaches every FCA regulation there is. They can not even send you a formal complaint number”

Helpful Report

Posted 1 year ago

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

Posted 1 year ago

“Awful experience where I was given the wrong information and had to make a formal complaint - even though the advisor told me there was no point as I wouldn’t get anywhere! She was like a robot repeating the same thing all the time and I’m sure she was reading off a script, no personality at all! If I could score zero I would. When the complaint was dealt with she couldn’t apologise enough but I was offered £25 compensation - not a lot for 2hrs wasted on the phone and if I had followed the first advisors advice it would have cost me a lot more money”

Helpful Report

Posted 1 year ago

Sorry to hear of your disappointment Donna. I have passed your feedback on to the relevant team. Thank you, Angela at The Homeprotect Team.

Posted 1 year ago

“Very disappointing that in these financially tough times for customers, the affordable monthly payment comes with a 25%, yes 25% interest fee! Shame on you homeprotect for making life, just that bit harder.”

Helpful Report

Posted 1 year ago

Sorry to hear of your disappointment, I have passed your feedback on to the relevant team. Thanks Angela at The Homeprotect Team.

Posted 1 year ago

“Please do not solicit this company's services. You would be left deeply disheartened and upset. I had my bag stolen next to me while having a post work drink with a colleague, all recorded on CCTV and reported to the police. It has been 3 months so far waiting for compensation for my Mac which was inside the bag. I was told the company was waiting for the police report, only to find months later that the company did not consider this as a theft only after giving them a call. No such request to the police had been made for months. I was then asked to contact the pub and obtain the cctv footage, which the establishment declined as it can only be provided directly to the police. I have beeb misinformed, stalled and spoken down to so many times. The worst service I have ever experienced.”

Helpful Report

Posted 1 year ago

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

Posted 1 year ago

“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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year ago

“I am still waiting for policy documentation”

Helpful Report

Posted 1 year ago

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

Posted 1 year 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 1 year 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 1 year ago

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

Helpful Report

Posted 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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

Homeprotect is rated 4.4 based on 2,945 reviews