Homeprotect Reviews

Name: Homeprotect
Address: CI Tower, St George, New Malden
Rating: 4.44

4.4 Rating 3,301 Reviews

89 %

of reviewers recommend Homeprotect

Company Reviews

Metrics

Info

4.4

Based on 3,301 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

Write Your review

Tell us how Homeprotect made you happy

Help future customers by talking about customer service, price, delivery, returns & refunds.

Minimum 10 characters

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

Whats your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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 AT ALL COST!!!!! So I have a break in to my house. The thief stole various item. I got the CCTV footage and report to the police. I call to make the claim. After waiting for hours on the phone I finally talk to one of the customer service guy. I told him about the situation. That someone broke the lock and managed to get inside the house. I needed to change the right after I know it. He told me there was no sight of breaking in so cannot make a claim and hang up on me. THIS COMPANY IS SET UP TO SCAM PEOPLE. THEY WILL LET YOU WAITING FOR HOURS TO MAKE THE CLAIM. THEN TOLD YOU YOU COULDN’T CLAIM DESPITE ALL THE EVIDENCE”

Helpful Report

Posted 6 years ago

Hello, As mentioned in my response to your review on a different site, I will be in touch regarding this in the next few days. Kind regards Mona

Posted 6 years ago

“Do not go with this company”

Helpful Report

Posted 6 years ago

Hi Kim, I'm sorry to read about this. You haven't mentioned what the issue is and if you have a policy number, please DM me and I will investigate this for you. Kind regards Mona

Posted 6 years ago

“If it were possible to give no stars, I would. Took out insurance with home protect on my father's house after he passed away. When the house was sold I cancelled the direct debit to inform them that insurance was no longer needed as the house was sold. Even though I was dad's executor, set up the insurance and paid from my bank account they would not speak to me about it saying that I was not the person who they would speak to. After two very frustrating and upsetting conversations with both Home Protect and Premium Credit I had to tell them they could not speak to my father because he had passed away. After the telephone conversations I received an email from them asking to see a grant of probate before they would cancel the insurance and they still want the payments. Absolutley disgusting. They never asked for sight of grant of probate on taking out the insurance - why are they asking now. I think they are despicable and I would avoid this company at all costs.”

Helpful Report

Posted 6 years ago

Hi Karen, I am very sorry to read about this. Please can you DM the policy number as I would like to look into this for you. Kind regards Mona

Posted 6 years ago

“Complete charltons,take your premium but do not want to know if you make a claim.”

Helpful Report

Posted 6 years ago

Good morning, I am sorry to hear about this. Please can you DM me your policy reference number so that I can investigate this for you. Kind regards Mona

Posted 6 years ago

“Do not buy whatever you do do not buy home insurance from these people they are quick to take your money but when it comes to a claim! And lives you get a wall to talk to . I have never ever in my life experienced such a shady company i will be taking my business and money elsewhere!! after weeks of waiting and cramming my children into a a box room due to storm damage i get told there is no claim believe me any other decent company would have got back in a week either way not made me wait 3 months ! Oh and did i mention i was the one constantly calling to chase the claim up! Being put on hold for 50 mins to be further put on hold and told i am connected to the wrong department! No people skills rude operators who talk down to you when they realise you have put in a claim and are chasing it up!”

Helpful Report

Posted 6 years ago

Hi, I am very sorry to read this and would like to investigate this for you. In order for me to do so, please could you direct message me your policy number. Kind regards Mona

Posted 6 years ago

“I called home protect up after a storm damage to my rood water leaking into my children's bedroom i was passed on pillar to post and finally a letter was sent out to me after weeks to say the work will commence a scaffolding was put up on wrong side of my hone and was left there for six weeks even though i informed them its in wrong place !!! No work has been carried out and after numerous attempts of contacting them and being told they have been busy work will start nothing!! On my last contact with them on 11-6-19 this morning i am told that the roof report was read yesterday and its not storm damage and the claim is void! In meantime my roof is still leaking my ceiling is unstable and i have a scaffolding on my property still standing!!! My advice to anyone reading this is keep away take your money elsewhere this company will have you in the doctors surgery with high blood pressure and stress you out and leave you feeling depressed and low please people keep away !!”

Helpful Report

Posted 6 years ago

Hi, I am very sorry to hear about your experience with Homeprotect. I would like to look into this for you. Please can you DM me with your policy number in order for me to do so. Kind regards Mona

Posted 6 years ago

“What an awful Company to deal with ! I pay my house insurance that when something goes wrong I have protection ! I have now been messed about for over a month for no reason! Fobbed off and it seems like they are trying to find anyway of getting out of paying my claim by now saying I have an un disclosed claim in he past ? Which is utter rubbish ! Next step ombudsman”

Helpful Report

Posted 6 years ago

Dear Laura, I am very sorry to read this. Please can you DM me your policy number so that I can look into this for you and try to get this resolved. Kind regards Mona

Posted 6 years ago

“Spent hours being passed from pillar to post just for a simple direct debit chafe due to mother's death and needing continuing cover. Homeprotect blamed the credit company "premium credit" and vice versa. Payments taken then continued texts stating payment not made. Overall spent over 4 hours and still not convinced its sorted. Requested compensation but that fell on deaf ears. I would mot recommend as homeprotect operatives openly slate the other company.”

Helpful Report

Posted 6 years ago

Hi, I am very sorry to hear about your experience with Homeprotect. I would like to look into this for you if this has not yet been resolved. Please can you DM me with your policy number in order for me to do so. Kind regards Mona

Posted 6 years ago

“Only found out in the small print that I had only up to £300 per item with a £200 per claim excess - complete waist of money.”

Helpful Report

Posted 6 years ago

“What a horrible company to deal with, they wanted to charge £40 extra for the last 2 months ( on top of the £20 per month) to change my policy even though they promised me an extension under £20k would not make a difference when i took out the policy. They even tried to charge me £50 to cancel. It took me 3 attampts to contact customer services as i was on hold for at least 30 mins each time, steer clear of HomeProtect !!!”

Helpful Report

Posted 6 years ago

Hello Antony, sorry to read the above message, just to let you know we didn't charge you anything extra for the renovation works as the total was under £20,000, however the extra £40 was for the extra bedroom and the building sum insured meaning there was more risk. I can see you have been emailing the customer service team regarding this as well. Should you have any further questions, please either let me know or reply to the email from customer service, who will be happy to help. Thanks, Anthony from team HomeProtect

Posted 6 years ago

Helpful Report

Posted 6 years ago

“I cancelled my policy with home protect and noticed they continued to still debit payments from my account. After notifying home protect and numerous emails two weeks later I have still not received a refund for the payments. They are now asking me to call the credit agreement company directly.”

Helpful Report

Posted 6 years ago

Good Afternoon, I am surprised & Sorry to read the above message as that is not our process, please could you email me your policy number to email.service@homeprotect.co.uk so that I can have a look into this for you? Thanks, Anthony

Posted 6 years ago

“Won't pay up when you try to claim. Complained to the ombudsman and waiting for a ruling. No point in having insurance with these people.”

Helpful Report

Posted 7 years ago

“One of the worst examples of sharp business practice and dodgy customer service I have ever come across! I had a quote for insurance, when I came to purchase it 24 hours later it had gone up by £30. I phoned and spoke to a customer 'service' rep who said prices change. They did speak to their Manager and said that was the price, they wouldn't change it. Completely unrepentant! I dread to think how bad they would be if you have a claim... AVOID AT ALL COSTS!”

Helpful Report

Posted 7 years ago

Hi Peter, prices change on a daily basis and we can only guarantee prices for 24 hours (Same day) If you are able, please email me at email.service@homeprotect.co.uk with your quote number and your contact number and we can get a sales agent to have a look and see if we can get a better price? Thanks, Anthony from HomeProtect

Posted 7 years ago

“Consistently failing to answer very basic queries about my cover, after numerous phone calls and emails exchanged.”

Helpful Report

Posted 7 years ago

“Don't buy! Amendments and cancellation will cost you to the point of receiving the full annual premium. All very sneakily tied up in the online small print. So a 6 month lock in, £50 cancellation charge (money for old rope) plus payment in full for other aspects of the policy such as legal cover. Daylight robbery! The customer service staff are also shocking. Have reported to the financial ombudsmen!!”

Helpful Report

Posted 7 years ago

“The service is so bad that i can only conclude that most if not all of these glowing reviews are fake. If you are going to post a fake review for a company that is a shambles at least make the effort, it is far to obvious. I feel very fortunate that I have never had to make a claim and would say to anyone get out while you can.”

Helpful Report

Posted 7 years ago

“Poor correspondence: no email notification that policy would auto-renew, so incurred £100+ cancellation fees! No managers/ customer services team available to speak to. Very poor.”

Helpful Report

Posted 7 years ago

“Absolutely shocking customer service. I sold my house (29th June) and wanted to cancel my policy with them. 58 minutes waiting for a call to be answered. I have raised a complaint about the length of time - no response. Upon cancelling my policy I was advised that there would be a charge - however the person who I spoke to (who also noted my complaint) was not able to give me a figure for this - so I cancelled my Direct Debit - I was not happy that they could just take any sum out without confirming it with me first. I then have received an email saying they have tried to contact me (which is a lie) to obtain payment. I sent an email back in response (still unanswered) advising that if they let me know their bank details I would pay the sum. Still no response to email and my initial complaint. I have now received a letter advising that I should contact them urgently to pay. What a joke - I wasted another 50 + minutes trying to get through to them to pay. You do not deserve the money back - I have wasted more money trying to cancel and pay you the funds. All I can say is what a good job it is that I am cancelling my policy - I would hate to have to found out how long they took to deal with an actual claim. I am afraid I have never dealt with such a bad company (albeit the initial lady I spoke to was very pleasant) you just obviously do not have enough staff in your customer service team to deal with all the calls. It is totally unacceptable the amount of time to wait to speak to someone - now only to be chased for payment when you have failed to answer 4 complaints.”

Helpful Report

Posted 7 years ago

“We tried to cancel our policy by sending three emails which came back advising us to contact them by another means. In the meantime they withdrew money from us. We have been on the phone for over half an hour waiting for a response.”

Helpful Report

Posted 7 years ago

Dear Jennifer, I'm sorry about your frustration. I believe it was also you who contacted us via Twitter, and Customrr Services should be ringing you back shortly to resolve this. Best wishes, Helena, the HomeProtect Team

Posted 7 years ago

Homeprotect is rated 4.4 based on 3,301 reviews