Homeprotect Reviews

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

4.4 Rating 2,946 Reviews

89 %

of reviewers recommend Homeprotect

Company Reviews

Metrics

Info

4.4

Based on 2,946 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

“Appalling experience! Couldn't run a drinking session in a brewery. Nearly 5 hours on the phone to sort out my renewal. Changing actual quoted figures and cover in the middle of making payment arrangements. Save yourself hassle. Go elsewhere! You have been warned. If I could give them Zero that would be too generous a rating.”

Helpful Report

Posted 4 years ago

I'm concerned to hear you've had a bad experience with us. This isn't the impression we'd like to leave you with, so I would like to look into the service you received. Please email me your policy number I will take a further look. Email address: email.service@homeprotect.co.uk Zoe from the HomeProtect Team

Posted 4 years ago

“I have been with this company for more than 5 years and they have put the price up every year, this year due to lockdown I did not receive my paper in advance to see if I want stay with the company, they took the money and then send me copy of insurance. Too late to cancel They are pricy”

Helpful Report

Posted 4 years ago

Hello, Thank you for your review. I'm sorry to hear that you did not receive your documents before the renewal date; they are sent approximately 3 weeks before the renewal date. I can see that you spoke to our customer services on 27/04/2020 and we did offer you the option to cancel with no charges which you declined and opted to continue with us for another year. If you would still like to cancel, please email me at: email.service@homeprotect.co.uk Kind regards Mona

Posted 4 years ago

“Unprofessional and insolent customer service! advise agains!”

Helpful Report

Posted 5 years ago

“I have an outstanding claim for over 15 months. I have been passed to multiple underwriters with no conclusion. Now I am in no mans land. They do not respond to emails, no update. Ombudsmen cannot intervene as they refuse to engage. This appears to be me normal practice according to solicitors that have had to deal with this insurance company. Please be warned for legitimate claims you are unlikely to get a resolution. We have not even had our claim refuted . We are just ignored. First ever insurance claim that I have made and cannot believe what kind of underhanded tactics are employed to avoid legitimate claims. This has added to our distress of being burgled probably more so than the burglary itself.”

Helpful Report

Posted 5 years ago

Dear Dr. Johal, Thank you for your review. I'm sorry to hear that that you have not received a response from the claims department. I am currently looking into this and can see that the claims department are investigating this and are conducting reports for your claim. I will discuss this with them again and ask them to contact you to progress and give you an update at least. Kind regards Mona

Posted 5 years ago

“Terrible customer service.”

Helpful Report

Posted 5 years ago

Hello, Thank you for your review and I'm sorry that the service you received was not to your satisfaction. I would like to look into this for you if you can provide me with your policy reference number and send this to: email.service@homeprotect.co.uk Kind regards Mona

Posted 5 years ago

“Our house was flooded in July 2019 following freak flooding in North Yorkshire and the service we have received has been dreadful. It now March and the house is still in a state of chaos and we can’t stay there, we are constantly told ‘You will hear from us shortly’ - we are still waiting to have our house put back together, are we being unreasonable to be disappointed after almost 9 months?”

Helpful Report

Posted 5 years ago

Hello June, I am sorry to hear about your experience upon making a claim and thank you for bringing this to our attention. I would like to look into this and would be grateful if you could provide me with your policy number and email me at: email.service@homeprotect.co.uk I will then be able to contact the claims department on your behalf and get an urgent response for you. Kind regards Mona

Posted 5 years ago

“I'm another of the horrendous should be 0 stars reviewer. We had our loft conversion dormer blown off in Storm Ciara which also caused damage to the surrounding roof and water damage to loft area and 1st floor. When we first applied to Home Protect for our insurance there is a pull down menu for flat roofs as a proportion of total roof area. Ours is about 20 percent but the menu was less than 33 percent or more than 33 percent, so we chose the lower one. Having declared the flat roof we assumed we were covered and like most people didn't read the 32-page policy doc in sufficient detail. When we had the damage to the roof on the Sunday morning, during our initial call to Home Protect we were told to go straight to AXA as they were the underwriters. This was incorrect and after a day getting nowhere with AXA we went back to Home Protect. My wife spoke to an advisor who as soon as he heard about the flat roof, and it's age which is 12 or 13 years old, shut down the call and said he'd send us a claim form. A couple of hours later we had a repudiation letter, saying that we needed to have a certificate of maintenance less than 10 years old for the flat roof as stated by a clause on p11 of the 32 page policy doc. I got on to the Complaints dept. who informed us by phone that we should reapply to Claims as Home Protect's systems differentiate by area of flat roof vs total roof, something the initial advisor was uninterested in. If we'd ticked the more than 33 percent flat roof option during our insurance application then correspondence with us from Home Protect would have more clearly flagged up the flat roof maintenance clause. I got back to claims with this info and they said they'd send a contractor out. Not liking things undocumented, I sent an email to our original advisor to let him know the situation. He turned our claim down again and bald-faced told me they don't differentiate by flat roof area and denied that their systems meant that the maintenance clause was not flagged up to us. He kept saying he'd had conversations with "colleagues" but wouldn't put me in contact with his manager or a senior person. He also said his own Complaints Dept and the person in Claims who'd agreed to send the contractor out were wrong. It feels like this particular advisor (who I'd love to name) is incentivised to reject claims. This is a company with no scruples, poor claims processes, so many exclusions they'll always find a reason to refuse cover and you get a different story from everyone you speak to. I'd also be surprised if Mona, the person they get to say they'll deal with online complaints, is real, or just a cheap made up joke (moaner) on people in difficult circumstances with no roof over their heads and water coming in. Like others I don't trust them to be honest or fair and will be raising what I think is a failure of their systems to the Financial Ombudsman. Make your own mind up, but from my perspective the good reviews are related to price and the ease of setting up a policy and renewals (plus they offer a £25 Amazon voucher for renewal decided) and the bad reviews are from people trying to get them to pay up. Horrible, horrible company.”

Helpful Report

Posted 5 years ago

Hello Mike, Your complaint has been registered and we will contact you once our investigations are complete. You have been made aware of the timescales as per the notes on your file. Regards Mona

Posted 5 years ago

“No response at all when calling 24/7 home emergency line for a water leak - is this only available Monday to Saturday? If so, this does not fulfil the criteria of 24/7 service! Will be taking custom elsewhere after this”

Helpful Report

Posted 5 years ago

Hello, I am sorry that you could not get through to report your claim. Please provide me with you policy reference number and send to: email.service@homeprotect.co.uk so that I can look into this and ask them to contact you. Kind regards Mona

Posted 5 years ago

“Trying to contact the 24/7 home emergency line for a water leak - no response as it’s a Sunday, so not delivering a 24/7 service. Very disappointed and will not be renewing as we have paid for an unavailable service”

Helpful Report

Posted 5 years ago

“Logged a claim about 20 days ago, received an email saying i'd get a response in 2 days, still heard nothing back.”

Helpful Report

Posted 5 years ago

Hello Jonathan, I am sorry to hear that no one has contacted you as yet. I have raised this with the management team and will ask someone to call you back as a matter of urgency. Kind regards Mona

Posted 5 years ago

“I would advise against using this company. When the need to claim insurance arises one will be given the run around and consistently given excuses as to why the settlement process is delayed. I made a claim for smoke damage from a fire. The assessor attended my property and validated my claim. I was offered a settlement which I accepted. Approximately four months later and I have not received my settlement thus leaving me to reside in an appalling and unhealthy condition. I have wrote to the complaints department twice and not received a response. I have sent emails and received no response and I have phoned on numerous occasions and been given the run around with frivolous excuses. The last two excuses were the assessor filled in the assessment form incorrectly (consecutively) This situation has left me sad, stressed and sick from breathing in smoke fumes consistently. I now have to consider the Financial Ombudsmen to rectify this matter.”

Helpful Report

Posted 5 years ago

Hello Pete, I'm sorry to hear about your experience with the claims department. I will look into this for you and speak to the claims department about the situation and ask for them to contact you as soon as possible. Kind regards Mona

Posted 5 years ago

“Very poor service, expensive and no coverage when you need it. I have been told on the phone I didn't need to register every single item and almost a year after, I can't get any money out of my phone violently stolen from me. Service to avoid, I can't believe they represent larger organisations such as Axa.”

Helpful Report

Posted 5 years ago

Good afternoon, I am sorry to hear about your claim experience. I would like the opportunity to discuss this with you so will be sending you an email to your personal email address regarding this. Kind regards Mona

Posted 5 years ago

“Worst customer service ever. They make you pay more at any occasion, you need to spend hours on the phone for no reason, and they refuse to do their job and cover your items. Avoid at any cost.”

Helpful Report

Posted 5 years ago

Good afternoon, I'm sorry to hear about the service you received. I am happy to look into this further if you can email me your policy reference number to: email.service@homeprotect.co.uk Kind regards Mona

Posted 5 years ago

“Uses fake reviews to draw in customers this insurance is as useful as PPI. Just try making a claim. I complained to a different review site compliance team that there were is no reviews of people having a easy claims process. All reviews were of people taking out or renewing their policy & seemed fake, the very next review on the site was of someone making a claim and all going smoothly, I have read historic reviews of this company and find this latest review very unlikely buyer beware of this company”

Helpful Report

Posted 5 years ago

“I paid for my home insurance, as normal, in August. I cancelled it in September and was told the money would be back in account. It is now mid-January and I have spoken to them in order to get my money back but to no avail. I'm getting a little bored of this now! Don't bother - just find a reputable company. I did have M&S, which was superb but I believe they moved their insurance to another company so I had to move too.”

Helpful Report

Posted 5 years ago

“Fraudulently set up home insurance in my name. I had no knowledge that this was set up until I discovered a direct debit coming out of my bank. I instantly cancelled this and told them I did not ask for this cover nor need it. They then drummed up a load of admin charges and took money out of my bank account without my permission and have not returned any of my phone calls. Still waiting to all responses of my communications. They only communicate when it suits them. They don’t answer any of your questions. They provide no proof of when asked on how this insurance was set up. Absolutely disgusting customer service. I have called 5 times to sort the problem. Been promised that I would get a call back. Still waiting months later. Stay well clear.”

Helpful Report

Posted 5 years ago

Hello, I have sent a response to you on the other review site Kind regards Mona

Posted 5 years ago

“Agree with some of what has been said below - all the 4 and 5 star reviews are coming from people who have never made a claim with this company. Yes they are cheap and it is easy to setup, but I have learned the hard way that this is for a reason: that they will use every trick in the book to avoid paying out. After three years of no claims, I tried to claim for my stolen phone (not exactly rocket science) through the contents insurance I had. They told me that because I hadn't declared the exact model of my phone it was not covered away from the home, despite the wording in my policy stating: "mobile phones worth less than £1000 are now covered as standard under our Contents Cover"....clearly not! Do not take out insurance with these guys, and if you already have insurance and have yet to make a claim, I would recommend moving your insurance to a different provider.”

Helpful Report

Posted 5 years ago

Hello Alison, I have sent you a message on the other review site just now. I look forward to hearing from you. Kind regards Mona

Posted 5 years ago

“Here is an honest review for you. The only good reviews I have seen about this company have been from quotes. It is easy to take money and get new customers. The real proof of how good a company is, is the reviews from experience of putting a claim in which surprise surprise is terrible just like we have experienced. At the end of October our house was broken into while we were away for our sons birthday. We called to report the break in after we had acquired a crime number from the police. I couldn't get through so decided to have a look online. We found you could put a claim in online and complete a 'loss list' so that's exactly what we did. Not once has this company returned my calls. We have exchanged several emails with our case worker, Matt. He has requested an extensive list of receipts, pictures of items and various other things. We have always responded giving him exactly what was requested from our side every time. Then all goes silent and I have to call again for an update. Last email I sent was a week and a half ago and have had no reply. I called last Thursday and spoke to a very helpful lady called Holly who even said herself the communication from Matt had been atrocious and that he should be calling to update us with our claim. She promised he would call back before they closed. Again, no call. I called again Friday, was told the same. Yet AGAIN no calls. Was left over the weekend. Same happened yesterday. I am really at my wits end. So people, if you'd like home insurance really cheap and know you will never claim (impossible) then go ahead with this company. If you want an insurance that will maybe cost you a little more but you know you will be covered and not fobbed off with every excuse in the book then pay the extra and get a reliable insurance you can rely on should you ever be unfortunate enough for a burglary or a home emergency!”

Helpful Report

Posted 5 years ago

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

Posted 5 years ago

“HomeProtect made me very unhappy by quoting me a hugely increased renewal premium. Fortunately the card details they had were out of date, so they had to contact me. This prompted me to do a Meerkat comparison site check on what other options were available. I found a quote about 20% cheaper but for increased cover. The surprise was that the new, better offer was also from HomeProtect! This made me worried that they would be very poor at handling a claim, but review sites don’t confirm that to be the case, so I bought the cheaper online offer. Because I was disgusted at the attempt to exploit an existing customer so ruthlessly, I telephoned to complain. The agent said online deals were often cheaper because of reduced costs to the insurers. Nonsense! Is it really cheaper to pay a commission to the comparison site than to process a card payment where they already have the details? Now they keep writing to me about missing the renewal offer........”

Helpful Report

Posted 5 years ago

Hello David, I am sorry to read about this. Please provide me with your policy number to email.service @homeprotect.co.uk so that I can look into this for you. Kind regards Mona Homeprotect

Posted 5 years ago

Hello David, I am sorry to read about your experience with Homeprotect. Please provide me with your policy number and send to: email.service@homeprotect.co.uk Kind regards Mona

Posted 5 years ago

“AVOID this company at all cost. Yes I agree with the positive comments on here about taking out a policy but that’s as far as it goes. I have tried to get hold of mona on here as well to try and sort this out but again just met with silence. After my garage was broken into and lots of items were taken, I had to put a claim in through my contents insurance. The onset of problems started, every excuse under the sun came out why we were not covered. No damage, no receipts or proof of purchase, has a max limit as it’s an outbuilding, Has a max limit per item. Slippery eels trying everything to get out of paying up. “The garage contents are not covered as it’s not part of the dwelling” our garage is integrated into the house as the bathroom is over it.? “Loss adjuster came out and verified the claim” then they went quite for months no correspondence at all. I even thought about sending a carrier pigeon. ”Second loss adjuster came out and also verified the claim, recommend they settle” Then they also went quite. 6 months later and they still haven’t sorted this claim out. A very stressful time for us and the kids, we don’t have a massive slush fund to replace everything at once. My neighbour was also burgled at the same time, they also didn’t have receipts and proof of purchase just boxes and pictures like us. However his claim was settled within 4 weeks. When we had the storms earlier this year it caused quite a bit of structural damage. Not even bothering to put a claim in!!!! Would prefer to 💩🙌🏻👏🏻🙌🏻👏🏻 as the slippery little worms will Stress me out even further. Advice is to pay that extra little bit on your policy and go with a more reputable company.”

Helpful Report

Posted 5 years ago

Hello, I replied to your other review and have located your policy number. I have emailed you directly to your email address. Kind regards Mona

Posted 5 years ago

Homeprotect is rated 4.4 based on 2,946 reviews