Homeprotect Reviews

Name: Homeprotect
Address: CI Tower, St George, New Malden
Rating: 4.47

4.5 Rating 3,773 Reviews

90 %

of reviewers recommend Homeprotect

Company Reviews

Metrics

Info

4.5

Based on 3,773 reviews

Shipping & Delivery
Delivery Methods	Postal Service
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Under An Hour
Customer Service	4.6 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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Our property had an issue with subsidence due to a faulty drain. This has been repaired to an insurance companies satisfaction and we are in possession of a structural engineers report stating hat there is o subsidence and no suggestion of a future recurrence but home protect insist on a £2500 excess as there is more likely to be subsidence at the property in the future. Can any one explain their reasoning to me please”

Helpful Report

Posted 5 years ago

Sorry to hear of your disappointment Stuart, that is never our intention. Unfortunately as there has been a claim made, when we run the risk information through our algorithm this is the best price and excess we are able to offer. we will of course review this each year. Thanks Angela at The HomeProtect Team.

Posted 5 years ago

“Poor experience trying to sort something out by email. Eventually I had to resort to sending documents by post. Many emails unanswered.”

Helpful Report

Posted 5 years ago

Sorry to hear of your disappointment, that is never our intention. Please can you send your policy details and queries to resolve@homeprotect.co.uk and I will make sure any queries you have will be answered swiftly. Thank you Angela at The HomeProtect Team.

Posted 5 years ago

“Sadly, my initial dealings with HomeProtect has been less than positive. I needed new cover for home insurance and shopped around for the best deal, saving the best quotes. On completion day I started the cover and changed the date to show the start date. Unfortunately, on checking the policy it had the wrong date. Here my troubles began. Trying to get through on the phone took ages and once I did manage to get to speak to someone I was left on hold. After three calls, including being cut off it was finally sorted. It was also implied that the error was mine as I had applied online. (I was careful to change the quote to the correct date) I’m hoping the service will improve.”

Helpful Report

Posted 5 years ago

Really sorry to hear of your disappointment Lorna, that is never our intention. I'm confident your dealings with us in the future will not disappoint you. Thank you for your feedback. Thanks Angela at The HomeProtect Team.

Posted 5 years ago

“Card had expired for auto renew. Changed card. Got sent emails telling me it's urgent, and texts and a letter. Sent 3 emails before someone replied that I was insured which took nearly a week with me wondering if I was insured. Not good”

Helpful Report

Posted 5 years ago

I'm sorry to read your review, that's not the level of service I would expect you to receive and apologise for the delayed responses. Zoe from the HomeProtect Team

Posted 5 years ago

“we change the mailing address But not receive new documents Of product we purchased”

Helpful Report

Posted 5 years ago

Sorry to read your review. If you could please email me your policy details and correct address and I will ensure this is updated for you. Email: resolve@homeprotect.co.uk Zoe from the HomeProtect Team

Posted 5 years ago

“Took out a policy 24th December 2020 for an HMO property, paid just over £1,600.00 in full as one payment. very poorly explained, I asked for policy details in plain English showing me exactly what I’m covered for and the booklet explaining exactly what cover I have to be posted to me. Did not receive any booklet and everything is not clear online.”

Helpful Report

Posted 5 years ago

Sorry to hear that you've not received your booklet. Please email me your policy number and I will help to get this arranged for you. Email: resolve@homeprotect.co.uk Zoe from the HomeProtect Team

Posted 5 years ago

“Policy went up and never claimed, been with this company about 10 years”

Helpful Report

Posted 5 years ago

It must be 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 5 years ago

“Process very slick and easy”

Helpful Report

Posted 5 years ago

Glad that we could take the hassle out of insurance for you Nicholas. Zoe from the HomeProtect Team

Posted 5 years ago

“Impossible to communicate with. Helpdesk wait greater than 45 minutes at premium rate , no response to claim forms for updates. Little progress on claim and very hard to chase. Not what I need from an insurance company.”

Helpful Report

Posted 5 years ago

Sorry to hear you're having issues with your claim Keith. If you could please email me you claim number I can escalate this for you with the Claims Team. Email: resolve@homeprotect.co.uk Zoe from the HomeProtect Team

Posted 5 years ago

“Had to give 2 stars to point out all wasn’t well. On getting insured with Homeprotect last year the premium was good but it wasn’t pointed out that they would automatically renew without informing me. As a result had to go through the rigmarole of feeling duped and having credit card company check my transactions. Complained to Homeprotect via email, which took a couple of days to answer and was told I had been sent renewal notice in the post. I don’t recall seeing that and the post is pretty good nowadays why wasn’t it an email? Irony was the premium was pretty good, I was just left disappointed that was no prior correspondence.”

Helpful Report

Posted 5 years ago

I'm sorry if there was any confusion surrounding auto renewal, it's certainly never our intention to leave our customers feeling this way. Whether a policy is taken out over the phone or online, it is stated in our terms and conditions that are agreed to, that policies are set to renew automatically. We do this to ensure that you are fully insured without a break. This protects your property and belongings in the event of having to make a claim. Your renewal documents were sent out via post to on 7 August to allow you time to make a decision. If these weren't received please do email us with your contact details and I will investigate this further. Email: email.service@homeprotect.co.uk Zoe from the HomeProtect Team

Posted 5 years ago

“I didn’t get an email to tell me my policy was up for renew, first I knew about it was when the money came out my account.”

Helpful Report

Posted 6 years ago

I'm sorry to learn about your renewal experience, we typically send communication regarding renewals in the post to customers. I'd like to understand why this has happened and see if there's anything we can do. Please email me with your policy number and any other information about this issue and I will delve into this further. Email address: email.service@homeprotect.co.uk Zoe from the HomeProtect Team

Posted 6 years ago

“Classic insurance company behaviour ...pushing through double digit increases - no explanation of course - in this environment of low inflation Disappointing and shows scant respect or valuing of previously loyal customer”

Helpful Report

Posted 6 years ago

Hello, Thanks for getting in touch. I am sorry to learn you are not happy with the renewal premium, we do try to offer competitive renewal premiums and it does depend on numerous factors. I am happy to discuss this with you and will send you a direct message to your email address. Kind regards Mona

Posted 6 years ago

“I was generally happy with the price and options. the available hours to get hold of a person when you are not purchasing a new policy was much more condensed and shows the organisations priorities. Also when it was time to renew my policy I only had written postal reminders and so because i was on holiday i was not aware that i needed to contact them to stop the renewal of my policy. when i phoned up when i got back they still charged me the £100+ fees to break a three day old contract. After trying to negotiate this there was no leeway. Very disappointing as it doesn't actually cost anything, except for a lost customer.”

Helpful Report

Posted 6 years ago

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

Posted 6 years ago

“I have had to call twice and have had to hold each time for 20 minutes and the recording keeps saying "unusual length of time in attending your call." I don't think it's too unusual if it has happened on both occasions!”

Helpful Report

Posted 7 years ago

Good evening, sorry to read your message, we are indeed receiving high call volumes at current so are in the process of training new members of staff up to combat this issue. we appreciate your patience during this time and hope to have this under control shortly. If you have a question or query, please email me at: email.service@homeprotect.co.uk and I’ll be happy to arrange a call back or be able to reply myself. Many Thanks, Anthony

Posted 7 years ago

“I did this for the prize draw - also I emailed a query re my policy and I'm still waiting for an answer”

Helpful Report

Posted 8 years ago

“Read documents very carefully as they have more reasons to not pay out than to satisfy your claim . Lots of clauses.”

Helpful Report

(Home Insurance) - Posted 9 years ago

“The process was easy to buy the insurance , but simply adding a luxury watch to the policy some weeks after taking it out became an epic the customer service was appalling , confusing and misleading and the charges they applied to cancel due to there own mismanagement of the account was shocking I will never use them again”

Helpful Report

(Home Insurance) - Posted 9 years ago

“Details regarding window locks hidden in the small print - you must have these even if you select the option saying you have not! Poor communication and customer service as when I enquired about this customer services were of no help.”

Helpful Report

(Home Insurance) - Posted 10 years ago

“Would not cover any of my outbuildings will be looking elsewhere next year”

Helpful Report

(Home Insurance) - Posted 10 years ago

“I haven't recieved any documents or even an email with my policy number, despite the money being taken from my account”

Helpful Report

(Home Insurance) - Posted 11 years ago

Dear Mr Harrop, I'm sorry to hear that you haven't received your documents. If you bought the policy online, the policy documents will have been sent to your email address as soon as your payment was processed. Likewise, if you bought over the phone the email should have arrived with you before the end of the phone call. Please check that it hasn't gone into your Junk mail folder. If you still can't find it, please email me at marketing@homeprotect.co.uk with your postcode, house number and telephone number, we'll look up the policy documents and get them out to you straight away. Kind regards, Elisabeth, Digital Marketing Manager, HomeProtect

Posted 11 years ago

Homeprotect is rated 4.5 based on 3,773 reviews