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Homeprotect Reviews

4.4 Rating 2,629 Reviews
88 %
of reviewers recommend Homeprotect
Company Reviews Metrics Info
4.4
Based on 2,629 reviews
Shipping & Delivery
Delivery Methods
Postal Service, Own Driver
Average Delivery Time
Next Day
On-time Delivery
Greater than 90%
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
Read Homeprotect Reviews

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 buildings policies
Homeprotect buildings insurance policies are rated 5 Star by Defaqto, indicating that the policy is one of the most comprehensive home insurance buildings products available.

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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Filter: Helpful None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful
Charlotte S
Verified Reviewer
“Didn’t even want to give 1 star here what an absolute joke weeks we have been waiting for a leak to be fixed still not sorted no clarity on the matter no contact been made chasing for hours each day I’ve been calling from 8 am this morning with nothing still problem in house is getting worse left to threat how bad damage is kitchen may need removing no downstairs bathroom we have 3 disabled family members a child with autism and a family member with terminal illness last Xmas all together in our home not to be sorted we have sent numerous emails with no help or anyone getting back to us wish I could upload The screenshots I’ve took of the waiting I’ve done today alone steer well clear what a disgrace”
Helpful Report
Posted 1 year ago
Sorry to read of your disappointment Charlotte, that is not the level of service i would expect you to receive. I have escalated this with the claims manager and requested that someone contact you. Thanks Angela at The HomeProtect Team.
Posted 1 year ago
James
Verified Reviewer
“Woeful. Had a burst pipe upstairs, water everywhere. Phoned it in, promised an engineer with 4hrs. No one arrived so phoned back after 4.5hrs to be told the engineer said he could no longer come out and asked if I knew any local plumbers (!!!). End result, kitchen ceiling cracked and bowing with water spreading towards main breaker board. No heating, no water and no idea what I’m going to do. Awful service.”
Helpful Report
Posted 1 year ago
Sorry to hear this James, that is not the level of service we would expect you to receive. I have escalated this with the claims manager and requested that someone contact you. Thanks Angela at The Homeprotect Team.
Posted 1 year ago
Mike C
Verified Reviewer
“I made a claim for the collapse of a drainage pipe. After something like six weeks of inspections they rejected the claim saying the policy didn't cover fibre pitch pipes. I couldn't find any reference to this exclusion in the policy document. Despite many emails and promises to come back to me they haven't. I am keen to raise a complaint, but cannot find anywhere on their website to raise a complaint. On writing to customer services to try and raise a complaint they failed to respond. I will look to pursue this further.”
Helpful Report
Posted 1 year ago
We are sorry to hear of your disappointment Mike. I have responded to your email this morning and hope to get this sorted for you. Thanks Angela at The Homeprotect Team.
Posted 1 year ago
Anonymous
Verified Reviewer
“The company don't answer the phone and if they do you are not likely to be able to speak to the relevent person. When they say that they will send a urgent email and someone will phone you back IT DOESNT HAPPEN. They promise the earth, but don't deliver. The FInancial Ombudsman told them to compensate us, and it STILL DIDN'T HAPPEN. Useless company, don't waste your money with them.”
Helpful Report
Posted 1 year ago
Sorry to read of your disappointment, that is never our intention. I have escalated this with the finance team and will get back to you with an update. Thanks Angela at The Homeprotect Team.
Posted 1 year ago
Anonymous
Unverified Reviewer
“Impossible to get through on the phone, been on hold for two and a half hours... I mean what a joke.”
Helpful Report
Posted 1 year ago
Sorry to hear this, it is never our intention to disappoint any customer. If you can please email your details and policy number to resolve@homeprotect.co.uk I can request a colleague to call you back and resolve your queries. Thank You, Angela at The HomeProtect Team.
Posted 1 year ago
CBR
Verified Reviewer
“Easy to complete quote online, especially as I have some high risk items and I could input these direct as opposed to call in. Made a small error which I only noticed on printing out the policy - called and item changed without fuss. Finally, it's all written in good clear English, which isn't a given in the insurance industry.”
Helpful Report
Posted 3 years ago
We like to make things as easy as possible for our customers, so your review is music to our ears. Thumbs up for leaving us a five star review. Zoe from the HomeProtect Team
Posted 3 years ago
Jill H
Verified Reviewer
“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 5 years ago
Anonymous
Verified Buyer
“My policy had to be modified half way through the year and Homeprotect was trying to provide me with a policy which was highly inferior and unsuitable to what I had with them initially and my needs as well. I had to request the intervention of the ombudsman to have the remaining of the policy reimbursed and be "freed" from their contract . Conclusion: If you have no dealings/problems with them, they are OK. However, and this is from the experience I had, should there be a problem, they will try to crucify you and refuse to listen to you. The next question is: would I buy another insurance from Homeprotect even if it is cheaper? The answer is very easy; NO”
Helpful Report
(Home Insurance) - Posted 8 years ago
Donna
Unverified Reviewer
“Awful experience where I was given the wrong information and had to make a formal complaint - even though the advisor told me there was no point as I wouldn’t get anywhere! She was like a robot repeating the same thing all the time and I’m sure she was reading off a script, no personality at all! If I could score zero I would. When the complaint was dealt with she couldn’t apologise enough but I was offered £25 compensation - not a lot for 2hrs wasted on the phone and if I had followed the first advisors advice it would have cost me a lot more money”
Helpful Report
Posted 3 months ago
Sorry to hear of your disappointment Donna. I have passed your feedback on to the relevant team. Thank you, Angela at The Homeprotect Team.
Posted 3 months ago
Anonymous
Unverified Reviewer
“Upon making a claim, their loss adjusters are part of AXA. They call you to change your policy without giving you a right to answer so they don’t have to pay for the claim. Worst insurance ever”
Helpful Report
Posted 10 months ago
Sorry to read of your disappointment, that is never our intention. Please can you send your policy details to resolve@homeprotect.co.uk so we can investigate this. Thanks Angela at The Homeprotect Team.
Posted 10 months ago
Reim M
Unverified Reviewer
“Buying policy from home protect online was the worse nightmare I bought home insurance policy C09/0777949 on March and I cancel it few days after and send email to cancel it and cancel the direct debit they waited two months to cancel the policy and maximise admin fee so policy of 177 pound I cancel end paying 183.26 in cancelation and admin fees if that not fraud what it’s . I have never come across company who are so fraud like home protect find different way to Maximise fees and charges so you end losing leaving them”
Helpful Report
Posted 11 months ago
Sorry to read of your disappointment Reim. I have requested for someone in the complaints team to contact you and discuss this further. Thanks Angela at The Homeprotect Team.
Posted 11 months ago
Jean M
Verified Reviewer
“Still waiting on my premium refund. Two phone calls . Promised within 24 hours . Still waiting. This is theft and will be taken further”
Helpful Report
Posted 11 months ago
Hi Jean, Thank you for your feedback. The refund was processed on 18th May and will take 3 to 5 business days to reach your account. Thanks Angela at The Homeprotect Team.
Posted 11 months ago
Anonymous
Verified Reviewer
“Impossible to get through on the phone. Opted for call-back last friday, they rang me back then put me on hold for over 20 mins, so I had to end the call because I had somewhere I needed to be. Today I've tried again and so far I'm on 36mins wait with the most awful hold music. Emails are curt. I sent them a payment link yesterday because I just want to pay what I owe for cancelling a policy (beware of £50 admin fee). So even though I have made contact myself by email, I get another snotty message today to pay up. I'VE BEEN TRYING TO PAY YOU FOR 5 DAYS!”
Helpful Report
Posted 1 year ago
Sorry to hear this, I have escalated this with the finance team and requested for someone to contact you. Thanks Angela at The HomeProtect Team.
Posted 1 year ago
Rachel R
Verified Buyer
“Great service from start to finish. Claim sorted very quickly. Very Happy”
Helpful Report
Posted 2 years ago
Great to see you had a 5-star claims experience Rachel! Thank you for your feedback. Angela at The HomeProtect Team.
Posted 2 years ago
Sandra M
Unverified Reviewer
“I have been with HomeProtect for a few years now and find their Customer Service Agents extremely helpful. The main reason I am stating this is that they really listen to me and fully understand as a Senior Citizen I rely on their guidance and they have helped me to buy the best insurance for my budget.”
Helpful Report
Posted 2 years ago
We are always happy to help you Sandra! Thank you for your great feedback. Angela at The HomeProtect Team.
Posted 2 years ago
Anonymous
Verified Reviewer
“Only used once, so far so good. Good products for a reasonable price.”
Helpful Report
Posted 2 years ago
Were confident you wont be disappointed! Thank you for your 5 star review. Angela at The HomeProtect Team.
Posted 2 years ago
Nicholas S
Unverified Reviewer
“Good customer service and responsiveness”
Helpful Report
Posted 2 years ago
That's what we like to hear Nicholas! Thank you for your kind words. Angela at The HomeProtect Team.
Posted 2 years ago
Anonymous
Verified Reviewer
“Quick and easy customer service. Very competitive on price with an industry standard level of cover”
Helpful Report
Posted 2 years ago
We do aim to offer the best prices so its great to see you got just that! Thank you for your 5 star review. Angela at The HomeProtect Team.
Posted 2 years ago
Andrew J
Verified Reviewer
“Found them through Comparethemarket. Good competitive premiums. It was simple and quick to complete the process of signing up. The person handling my call was very friendly.”
Helpful Report
Posted 2 years ago
Great to hear Andrew! Were thrilled to have you on board with us. Angela at The HomeProtect Team.
Posted 2 years ago
Andrew F
Verified Reviewer
“Nice easy renewal, still one of the cheapest non-admiral quotes.”
Helpful Report
Posted 2 years ago
Thrilled to have you back for another year Andrew! Thank you for your 5 star review. Angela at The HomeProtect Team.
Posted 2 years ago
Homeprotect is rated 4.4 based on 2,629 reviews
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