Homeprotect Reviews

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

4.4 Rating 2,949 Reviews

89 %

of reviewers recommend Homeprotect

Company Reviews

Metrics

Info

4.4

Based on 2,949 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

“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

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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.”

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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 6 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 6 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 6 years ago

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

Helpful Report

Posted 6 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 6 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 6 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 6 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 6 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 6 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 6 years ago

“I keep getting calls from this company demanding two years payments for nuisance call blocking that l have never had. I have never signed any agreement . Caller was rude and refused to give me the address of the company. Just told me that they were in North London when I asked where, he said what part of North London don't you understand. When I told him I was 76 years old and in bad health he disconnected the call. The number was high-end so I could not call back. I have been pestered by this firm numerous times and have been threatened with court action.I have never signed an agreement contract.”

Helpful Report

Posted 6 years ago

Hello, I'm really sorry to hear about the nuisance calls you have received, unfortunately it appears that the name HomeProtect to commit a telephone scam. Here at the genuine HomeProtect we offer home insurance for people with complex circumstances who can often struggle to get insurance - for example their home has been flooded or is left unoccupied for more than 30 days. I would recommend reporting the fraudulent activity to action fraud https://www.actionfraud.police.uk/report_fraud Thanks, Libby - the HomeProtect team

Posted 6 years ago

“Customer service is shocking if you need to phone and wish to speak to anyone. I have tried calling them 5 times and been on hold for a collective 130 minutes and still not had a call answered. The online portal has zero functionality as well.”

Helpful Report

Posted 7 years ago

Hello, I'm really sorry to hear you have been having trouble getting through and using the portal. If you would like us to give you a call instead please send in your contact details and policy number to marketing@homeprotect.co.uk

Posted 7 years ago

“My advice would be to avoid this company and their home insurance cover. When purchasing this policy I listed our bikes as specific items (no doubt bumping up the cost). 10 months later the bikes have been stolen from our shed and claim refused - 'Sorry sir, your policy from Homeprotect only covers bikes that are kept inside your house'. 'Oh - who keeps bikes inside their house' I asked, closely followed by 'and why would I be allowed to list them on the policy?' 'You may well ask that question sir' replied the helpful man from the outsourced claims processing company in Hornby, 'it doesn't seem to make much sense does it'. From homeprotect website: Why choose HomeProtect? ........Excellent levels of cover scratches head.........”

Helpful Report

Posted 7 years ago

“My housemates and I had to cancel my contents insurance with Home Protect as I had to vacate the property due to an personal issues. On cancelling the policy we were charged £50, for what I am not sure. The most irritating thing about this was that £50 equates to more than a third of the yearly cost. I understand that businesses love to make money of early contracts closures, but this amount is just unacceptable and borders on criminal. I will never be recommending this company to anyone in the future, in fact i will tell them to keep clear. a company should always be judged on how they treat their customers and i have left feeling like Home Protects cash cow.”

Helpful Report

Posted 7 years ago

Hi James, I'm really sorry to hear that you were unhappy with the process when you came to cancel your policy. If you would like a member of the team to get in touch with you about this please send in either your policy number or postcode and surname to marketing@homeprotect.co.uk Thank you, Libby - the HomeProtect Team

Posted 7 years ago

“From what I can see from reviews on this site, and other review sites, HomeProtect are a good company to set up a policy with. However, they are not a company to deal with if you need to make a claim. We took out home emergency cover which according to our policy covered emergency repairs and the cost of a replacement if the fault was unfixable. We had a boiler break down, an engineer was sent who condemned it as it was dangerous. They have now claimed they will not cover the cost of the replacement. This was after 90 mins of us chasing and being passed from pillar to post, with every department, including their underwriters claiming it was not their liability. We have been left without heating or hot water in temperatures of -8 with a young family. I feel duped, disappointed and while heartedly let down by this company. Needless to say we will be cancelling our policy as we believe them to have breached contract, and we will be referring our case to the ombudsman. I cannot stress enough, steer clear of this company. Pleasant to deal with to take your money, but that’s it.”

Helpful Report

Posted 7 years ago

Dear Sir / Madam, We are really sorry to hear about your recent boiler breakdown. So that we can investigate what has happened and help get things sorted for you, please could you email your policy number to marketing@homeprotect.co.uk? Kind regards, Elisabeth, Digital Marketing Manager, HomeProtect

Posted 7 years ago

“I am very disappointed in the service to a valued customer. I cancelled a policy as I was moving house and they automatically went ahead and renewed the policy. (They claimed they have no record of the call). When they finally refunded my money that they took from my account, a £50 admin fee was charged for the previous policy cancelation, even though I was told by telephone that they wouldn't normally choose to collect this at the point of policy cancelation. Homeprotect's penny pinching means that I will definitely not be using Homeprotect Insurance again. To be honest if Homeprotect Insurance is penny pinching at this stage, I wouldn't like to be a customer trying to claim from an insurance policy when something unexpected goes wrong. I could be a nightmare!”

Helpful Report

Posted 7 years ago

Good Morning, I’m sorry you feel that way about your recent experience with us. I can see this has already been cancelled and backdated, however the cancellation fee would not be waived. We’re more than happy to look at any evidence you can provide to confirm this was previously cancelled. Please feel free to contact us via our website if you wish to discuss further. Kind regards, Joe - Customer Relations

Posted 7 years ago

“Terrible company. They state there well be a £50 cancellation fee which is steep but I had accepted. However when i come to cancel it turns out they charge you £50 plus 6 months installmemts! This is listed in a separate section in the T&Cs and is referred to as an ‘endorsement’ For me that will be over £200. The person I spoke to was unable to tell me the amount I will be charged instead she advised me that my account will be put into arrears, ‘finance’ will email me to let me know the amount I owe and then they will take the full amount from my card. No regard as to if i can afford it (having been paying monthly it is highly likely many people will not suddenly have half their premium plus £50 at their disposal). This is a scam especially given I had chosen the policy as it offered cover for a vacant house that was up for sale. A scenario which is highly likely to end with a policy being terminated part way through the year.”

Helpful Report

Posted 7 years ago

Good Afternoon, I’m sorry to hear you feel that way. I can see you’ve already spoken with our Customer Service team via email and we’ve explained as you’ve taken out the policy online, all information and fees are provided to you before you can go ahead with the purchase. We also include all fees on your policy schedule. If you would like to discuss this further, please reply to our current email chain and we will be more than happy to help. Kind regards, Joe – Customer Relations

Posted 7 years ago

“All good until you miss a payment. Rather than suspend they will charge 6 months' premiums plus £50 cancellation fee, approx £116 for me. No way out of this if you can't pay by the deadline, which isn't exactly helpful when you're obviously having money problems since you missed a payment in the first place. They had the gall to offer me a new policy, without waiving any of the charges, presumably hoping it will happen again so they can get another little stack of free money. Mercenary, money-grubbing ripoff merchants.”

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Posted 7 years ago

Good Afternoon, I’m sorry for the delay in replying to your Review. I’ve checked your policy and can see we’ve now resolved your issue. If you need anything else, please contact me directly as you have my direct email. Kind regards, Joe – Customer Relations

Posted 7 years ago

“Joke of a company. Mess you around for three weeks, no returning phone calls, failing to do anything they say they are going to do, then turn round and say they can't offer insurance! Why didn't you say that when I got my online quote and save me three weeks hassle, you pathetic excuse for a company?? I have the most basic, straightforward needs too, so it's not like its some kind of complex case that you can't cover. Stay away, these people are a waste of time.”

Helpful Report

Posted 7 years ago

Good Afternoon, I’m sorry for the delay in replying to your Review. We’re unable to quote for your type of risk, we hope you’ve been able to find cover elsewhere. Kind regards, Joe – Customer Relations

Posted 7 years ago

Homeprotect is rated 4.4 based on 2,949 reviews