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

“Disgusting. Had a claim in since September for a leak. You pulled my floorboards up and took plaster of the walls to dry it off. Took the drying machines away. Then nothing and have left me out of pocket for the drying machines that were used 24hours 7 days. I was promised an electricity refund. Nothing. My plans to have a family Xmas in this room look like they have gone. Wouldnt touch these with a bargepole after this. Still no contact even though have messaged them.”

Helpful Report

Posted 3 years ago

We're sorry to read of your disappointment that is not the level of service we would expect you to receive. We have escalated this to the claims manager and requested they contact you. Angela at The HomeProtect Team.

Posted 3 years ago

“Pleasant and patient customer service. Felt valued.”

Helpful Report

Posted 3 years ago

Thank you for your feedback Uma. We would appreciate it if you would think about amending your star rating to reflect the service you have received? Thanks, Angela at The HomeProtect Team.

Posted 3 years ago

“SCAMMERS. Avoid insuring with HomeProtect AT ALL COSTS!! It may seem easy and cheaper to purchase insurance from Home Protect in the short term, but from experience they will do anything not to pay out. One year and seven (19) painful months and they have still not repaired our flooded basement. An exposed man-hole emitting a strong stench of sewage, damaged soft furnishings in a rotting pile outside next to the children's trampoline attracting rats for this whole period. They do not respond to emails/answer the phone, I assume in the hope that you go away. Or your circumstances change so they do not have to pay out. Their loss adjusters, The Davies Group, are hideously effective at ONLY one thing - avoiding you. They have not been in contact for 8 months, shocking really. We even got the financial ombudsman involved which led to a bare minimum of movement from them (Home Protect), then nothing. The Financial Ombudsman have just re-started the complaint. I cannot warn anyone strongly enough, DO NOT BUY HOME INSURANCE FROM HOME PROTECT! I see positive reviews for Home Protect on TrustPilot when people take out policies, then negative one's when they claim. Forget the fact they are underwritten by AXA, I've never heard from them (AXA). Enticingly cheap in the short term but you may as well not have the policy because they do not pay out. My honest advice, from a horrifying experience, is to pay a little more to be sure you are actually insured.”

Helpful Report

Posted 3 years ago

Sorry to hear of your disappointment that is never our intention. As this is now with the Financial Ombudsman I am unable to comment further. Thanks, Angela at The HomeProtect Team.

Posted 3 years ago

“I do not like to complain but unfortunately this time it was a very stressful process that left me frustrated and worn out. I had spent a lot of time looking at other Companies but yours seemed to match what I was looking for as it wasn't a straightforward situation. I was put through to a lady who was working from home she was very helpful but had to put me on hold several times while she spoke to her boss. It just seemed to go on and on and on. In the end I had no idea if I had ended up with the right Policy! I shall keep it for the time being. My biggest concern was all the 'extra' add on's she was asking if I was interested in, so fed up I just kept saying 'no!' Before this phone call I had topped up my Pay as you Go mobile with £95 I made one other call only to find my balance at the end of it was zero!!! I was very angry and felt this lady, nice as she was, should have offered to call me back once she had spoken with her Supervisor and therefore not costing me such a lot for a phone call.”

Helpful Report

Posted 3 years ago

Were sorry to hear of your disappointment that is never our intention. I have fed this back to our team. If you wish to go over your cover please send your policy details to resolve@homeprotect.so.uk and I will arrange for someone to contact you. Thanks, Angela at The HomeProtect Team.

Posted 3 years ago

“You only know how good a company is when you have a claim. I used their 24hr claims line but was told they don't have authority to approve any work. I phoned them at 7:30 am and was told they would contact me during office hours. It is now 12:30 and no call. I tried calling their claims line again (using different phone) and have been on hold for 3 hours. Today is possibly an exception due to last night's storm But I have a dangerous roof with loose tiles that could blow off at any time. I tried emailing but their reply states a 2 day timescale. Roofers are very busy in area and I was hoping my insurer could help me. Very frustrating (and dangerous).”

Helpful Report

Posted 3 years ago

Were sorry to hear about your experience, we are currently experiencing a high volume of calls due to the storms. I have escalated this to our claims team and someone will be in contact with you as soon as possible. Thanks, Angela at The HomeProtect Team.

Posted 3 years ago

“I have a house policy with you ,l had a email saying my policy was coming to a end and would be renewed on the date The next was the money was taken from my bank with no paper work or email to confirm my payment and my new policy. That was a month ago now today had a email asking me to enter a draw for results of your service”

Helpful Report

Posted 3 years ago

Sorry to hear of your disappointment. Please can you send your policy details to resolve@homeprotect.co.uk and I will send your renewal documents via email. Thanks, Angela at The HomeProtect Team.

Posted 3 years ago

“I received no notice of renewal at all. The first that I knew of it was when I saw the sum charged in my bank statement. I don't regard this as adequate.”

Helpful Report

Posted 3 years ago

Were sorry to hear of your disappointment Peter that is never our intention. We do send your renewal invite 30 days before the renewal date. If you could send your correspondence details to resolve@homeprotect.co.uk we will be able to confirm that we have the correct details on file. Thanks, Angela at The HomeProtect Team.

Posted 3 years ago

“I wish I had checked prices with other insurers as they are very expensive this year and I just let it roll on , it seems there is no loyalty with staying with them , I definitely won't be with them next year for my building insurance nor will my wife who pays for the contents lnsurance”

Helpful Report

Posted 3 years ago

Were sorry to hear of your disappointment Greg that is never our intention. We do aim to offer the best prices we can each year. If you need to make any changes to the policy that may bring the price down please send your policy details to resolve@homeprotect.co.uk and well be more than happy to help you. Thanks Angela at The HomeProtect Team.

Posted 3 years ago

“Contacted customer services 3/4 weeks in advance, as I was going to be away at renewal. No information about renewal was available. Representative said she would arrange for documents to be sent by email instead of post nearer the time. This never happened. Consequently I was forced to allow auto-renew to go ahead, and accept the usual loyalty price-hike.”

Helpful Report

Posted 3 years ago

Sorry to hear of your disappointment that is never our intention. I have passed your feedback onto the relevant team and emailed your documents to the address we have on file. Thanks Angela at The HomeProtect Team.

Posted 3 years ago

“New customer, clear and easy to use through comparison site. However, after reviewing the reviews I will hold judgment and then decide to move if need be. Sounds like existing customers get no rewards”

Helpful Report

Posted 3 years ago

We are positive you will not be disappointed and will amend this review to a 5 star! Thank you for your feedback. Angela at The HomeProtect Team.

Posted 3 years ago

“how can my price rise from £177 pm to a renewal of £476 no claims were made”

Helpful Report

Posted 3 years ago

Sorry to hear of your disappointment Vernon, we do try to offer the best prices available each year. If you could send your policy details to resolve@homeprotect.co.uk we could discuss if there are any changes that will help bring the price down. Thanks Angela at The HomeProtect Team.

Posted 3 years ago

“needed two phone calls,repeating same information.”

Helpful Report

Posted 3 years ago

Sorry to hear this! I hope we answered your queries for you. If you would like to speak to somebody please send your policy details to resolve@homeprotect.co.uk and I will ask somebody to contact you. Thanks Angela at The HomeProtect Team.

Posted 3 years ago

“ACOID!!! Incompetent and don’t deliver on promises - a miserable experience. I raised a claim for the first time having been insured with them for nearly 7 years and not once did they do what they said they were going to do. I had to constantly chase for updates, despite assurances that they would get back to me (which they never did) and the whole thing has dragged on and on. Customer Service is very polite but simply not able to do their job within their own target response times.”

Helpful Report

Posted 3 years ago

Really sorry to hear this Chris, please can you send your policy details to resolve@homeprotect.co.uk as we would like to investigate this further. Thanks Angela at The HomeProtect Team.

Posted 3 years ago

“I have been a policy holder with you for years. I have had problems with storm damage and each time I get fobbed off with some nonsense about the storm not being wet enough or the wind speed fast enough. Your claims handling makes me feel cheated. I only stay with you as your rates are cheap, presumably because you have such strong claim handling skills. As I have had to replace my roof at my own cost I shouldn’t have to make any more claims for storm damage and fingers crossed you will cover me if I have a claim in future, but I live in fear. I am far from being a satisfied customer.”

Helpful Report

Posted 3 years ago

Sorry to hear of your disappointment Chris that is never our intention. If you would like this investigated further please send your policy details to resolve@homeprotect.co,uk. Thanks Angela at The HomeProtect Team.

Posted 3 years ago

“AVOID-AVOID-AVOID-Terrible company, they have caused myself so much stress with all their lies. Said put contactor/builders out to my home with a surveyor which I did not see. They excused myself of false allegations and adviced me to stop making these. When I sent them emails of proof I received an email back - apologies for any confusion 🤷‍♀️. I still have a damaged roof to storm damage which I was covered for but they claimed it was not storm damage. AllTradesLtd builder/contactor and surveyor said no its not due to storm damage. THEY DID NOT ATTEND MY PROPERTY AND HAVE PROOF OF THIS😡. I Cannot let this go and will not let it go as I know I am in my rights with this claim. Nobody should have to go through the stress of any company ripping them off, they took my money monthly without fail.”

Helpful Report

Posted 3 years ago

Hi Lydia, Sorry to hear of your frustration. I can see you have received a Response letter from our complaints team if you are not happy with the response there are further steps for you to take which are detailed in the letter you have received. Thanks Angela at The HomeProtect Team.

Posted 3 years ago

“I would be nice to know what your paying insurance for. I.e key insurance. And no help during National lockdowns”

Helpful Report

Posted 3 years ago

Sorry to hear this Carl, please can you send your policy details to resolve@homeprotect.co.uk as we would like to put this right for you. Thanks Angela at The HomeProtect Team.

Posted 3 years ago

“Took my deposit, then took full payment, no refund yet of my initial deposit despite Two e.mails. Quite disappointing service to be honest”

Helpful Report

Posted 3 years ago

Really sorry to hear this Alun, that is not how we like to operate. Please can you send your policy details to resolve@homeprotect.co.uk as we would like to put this right. Thanks Angela at The HomeProtect Team.

Posted 3 years ago

“I'm not a serial insurance claimer, in fact I can't remember the last time I did claim on my buildings insurance. Having said that at times there is a need to do so and having been insured by Home Protect for 2 years I called the claims helpline. They were only concerened with information that could invalidated my claim, did not request photo evidence of the damage or want to visit site. The true test of an insurance company is when a customer needs to claim for legitamate damage. If I could have given no stars I would have. My advice would to be read your documents very thoroughly. I will not be renewing.”

Helpful Report

Posted 3 years ago

Sorry to hear of your disappointment that is never our intention. Please can you send your policy details to resolve@homeprotect.co.uk as we would like to look into this for you. Angela at The HomeProtect Team.

Posted 3 years ago

“I find it very confusing that we have to remember to login to a site to find even our renewal details for house insurance. This makes it easy to make 2 mistakes. 1. Miss our renewal date 2. Make it virtually impossible to find policy details when you or your family need them 3. Think you haven’t got house insurance and pay twice. Why don’t,t you send an email that clearly states house insurance was purchased and the date it was. This would mean a simple email search would reassure you that your up to date. I have just spent an hour trawling through every record I can think of to find a record of my insurance. Even my bank debit payment doesn’t say clearly house insurance.”

Helpful Report

Posted 3 years ago

Sorry to hear of your frustration Simon. We do send your renewal documents via the post up to 30 days before your renewal date. If you would like your documents emailed to you please send your policy details to resolve@homeprotect.co.uk and I will action this for you. Thanks Angela at The HomeProtect Team.

Posted 3 years ago

“Dreadful. Happy to take your money for years but make every effort to refuse a claim when it comes down to it.”

Helpful Report

Posted 4 years ago

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

Posted 4 years ago

Homeprotect is rated 4.4 based on 3,152 reviews