Homeprotect Reviews

Name: Homeprotect
Address: CI Tower, St George, New Malden
Rating: 4.47

4.5 Rating 3,770 Reviews

90 %

of reviewers recommend Homeprotect

Company Reviews

Metrics

Info

4.5

Based on 3,770 reviews

Shipping & Delivery
Delivery Methods	Postal Service
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Under An Hour
Customer Service	4.6 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

“Easy to renew.”

Helpful Report

Posted 2 months ago

That's what we like to hear! Thank you for your positive review. The Homeprotect Team.

Posted 2 months ago

“I asked to change the payment date to sync with my wages, I got no reply. I send a remind, I got no reply. Terrible customer service.”

Helpful Report

Posted 2 months ago

Thank you for your message. I'm sorry to hear this. I have looked into the matter and have logged your feedback. Thanks, The Homeprotect Team.

Posted 2 months ago

“Very concerning experience My policy with Homeprotect was sold to me during a phone call where I clearly explained that I was mentally and emotionally unwell and worried about my finances. I was reassured it would be “easy to cancel within the 14-day cooling-off period” if I changed my mind. I never signed the credit agreement, yet payments were still taken. I contacted the company within the cooling-off period requesting cancellation, but the policy continued. Given my circumstances at the time — including serious personal trauma and vulnerability — this situation has caused significant stress. I have now raised a formal complaint and requested cancellation and a full refund. If this is not resolved promptly, I will escalate the matter to the Financial Ombudsman Service and raise concerns about the handling of a vulnerable customer under FCA Consumer Duty.”

Helpful Report

Posted 4 months ago

Sorry to hear about your experience. That is not the level of service we expect you to receive. If you could please contact us via live chat or phone, we will look into this for you. Thank you, The Homeprotect Team.

Posted 4 months ago

“I had an extremely disappointing experience with HomeProtect by AXA when I tried to make a claim for an issue affecting my property. When I called them, they quickly told me the problem was not covered under the policy. This was astonishing, because the issue clearly affects the property itself. Yet despite this obvious connection, they immediately hid behind the small print and refused to help. It feels like HomeProtect by AXA are perfectly happy to take homeowners’ money month after month for insurance premiums, but the moment you actually need them to do what you pay them for — provide cover — they suddenly find endless reasons why your situation is somehow excluded. The entire experience left me feeling that the business model is simply to collect premiums while doing everything possible to avoid paying out when a legitimate claim is made. As a homeowner, you pay for peace of mind, but when the time comes to rely on your insurer, you get nothing but excuses and policy technicalities. It’s honestly remarkable to see how profitable the insurance industry must be when ordinary people faithfully pay their premiums year after year, only to discover that when they need support, they are left entirely on their own. Based on this experience, I would strongly advise other homeowners to read the policy extremely carefully and think twice before relying on HomeProtect by AXA to protect their property. My experience suggests that when it matters most, the support simply isn’t there.”

Helpful Report

Posted 5 months ago

We’re sorry to hear this, Perrine. I’ve raised this with our complaints team, and they'll reach out shortly. Thanks, The Homeprotect Team.

Posted 4 months ago

“Started at £400 a year 3 years ago and put up to £1700 now never claimed and have had to re apply to get price down scoundrels”

Helpful Report

Posted 6 months ago

Sorry to hear about your experience, that is not the level of service we expect you to receive. If you could please contact us via live chat or phone, we will look into this for you.Thank you, The Homeprotect Team.

Posted 6 months ago

“We had to make a claim and the experience was truly awful. The premium has rocketed in price since and we were left with little or no help navigating our way through the claim process. The customer service at Home Protect was fine but the third party provider CCG were abysmal and we feel that we were treated very poorly throughout.”

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Posted 6 months ago

“I have never reviewed a home insurer before, but our experience with Homeprotect has been extremely disappointing. We have 15 years of no-claims history and took out this policy in complete good faith. Before purchasing the policy, at the point of exchanging contracts, I phoned Homeprotect to confirm how to disclose historic underpinning from 25 years ago. I was told it was not relevant as it fell outside their 10-year window. We also commissioned a RICS Level 3 survey, which confirmed the house was typical for its age, showed a minor thermal-expansion crack in the DPC, and found no evidence of active subsidence. We relied on this when answering their questions. In July 2025, after unusually hot weather, we noticed some new cracking and reported it immediately. Homeprotect appointed their own surveyor. After their visit in August, we heard nothing for months—no clarification, no follow-up, no indication that our cover was at risk. We eventually had to lodge a complaint just to move the process forward. Then on 27 November 2025, we received a letter stating our policy had been voided from inception, with no prior notice. This was the first and only communication on the matter. There was no chance to answer questions, provide evidence, or understand how this decision had been reached. We were left instantly uninsured, which is deeply distressing and contrary to the spirit of FCA rules around fair treatment and reasonable notice. We acted entirely in good faith, disclosed everything, relied on a detailed survey, reported issues promptly and cooperated fully. Yet the policy was voided months later without warning. This has serious implications for future insurability through no fault of our own. We are now entering a formal complaint process and likely escalation to the Financial Ombudsman. Based on our experience of poor communication, lack of transparency and disproportionate decision-making, I would strongly caution anyone considering Homeprotect”

Helpful Report

Posted 8 months ago

Sorry to read of your disappointment Megan. I have raised this to our technical team already, they will contact you at their earliest. Thanks, The Homeprotect Team.

Posted 8 months ago

“Would appreciate a copy of my policy, number L02/1103343 starting on November 2nd.”

Helpful Report

Posted 9 months ago

We’re sorry to hear about this. Please reach out to us via webchat at the following link: https://www.homeprotect.co.uk/contact-us, or by contacting our phone support at 0330 660 3694. Our opening hours are Monday to Friday, 9 am to 8 pm, and Saturday, 9 am to 1 pm, and we’ll help you with this right away. Thanks, The Homeprotect Team.

Posted 9 months ago

“Awful service and high cost for renewing your policy. Do not use this company. Realised after 2 years was being charged well above new customers with the same requirements as me. Was promised one renewal amount verbally which would be confirmed by email with 24-48 hours. Email never arrived. Was promised a call back at a certain time twice and these never happened either. Mandy the manager / team leader (who I was told is also know as Anita?!) seems helpful when you talk to her on the phone but is in fact totally unreliable and does not follow up as promised.”

Helpful Report

Posted 9 months ago

We’re sorry to hear about your experience. Please reach out to us via webchat at the following link: https://www.homeprotect.co.uk/contact-us, or by contacting our phone support at 0330 660 3694. Our opening hours are Monday to Friday, 9 am to 8 pm, and Saturday, 9 am to 1 pm, and we’ll investigate this right away. Thanks, The Homeprotect Team.

Posted 9 months ago

“We don’t know what happened but, a couple of days after paying for it was abruptly cancelled. No explanation, no refund (as yet), just “your policy has been cancelled as of now”. What on earth did it is beyond us.”

Helpful Report

Posted 10 months ago

Sorry to read your disappointment, Stewart. I’ve already raised this with our complaints team. They will contact you shortly. Thank you for giving us the chance to resolve this. The Homeprotect Team.

Posted 10 months ago

“We have had to claim on our policy due to a house flood caused by a river bursting it's banks. When we phoned the emergency line the staff said they were unable to advise as the water was coming from outside. When I called back later they told me (wrongly) that we were not covered for alternative accomodation. This all added to the stress of being flooded. Home Protect and the underwriters, AXA, tried to find ways not to pay out at all, delaying the drying of our home by 8 weeks. When I complained to Home Protect they said they would try not to let it happen again but offered no compensation. I had to renew the policy as we had no choice but this took several phone calls totalling a couple of hours with different call handlers giving conflicting information.”

Helpful Report

Posted 11 months ago

We’re sorry to hear this. I’ve raised this with our complaints team, and they'll reach out shortly. Thanks, The Homeprotect Team.

Posted 10 months ago

“This may be a bit of a read but I would do so if you are considering getting home insurance with homeprotect ,we Had a terrible expierance with home protect underwritten by axa , I havnt had a building’s insurance claim since 2002 , and have paid for insurance every year , when it comes to paying out for a legitimate claim they will try everything in there power not to pay out ,we had an escape of water claim , they sent out the first loss adjuster which took a few weeks for him to come out , when he came out ,I met him & explained where the leak had come from , the drain outside had a crack in , showed him step by step what had happened & the report from the drain repair for which I paid £1560 explained why we had taken out the shower tray & cut holes in the bathroom walls , taken the corner out of out new kitchen trying to trace the leek with plumber to help us find the leak ,also the loss adjuster never submitted his report for a long time, he told me he was an Idependant ( which was clearly not true ) he seems like a decent honest man which he clearly wasn’t , he made up some false claims using the report he was given by the drain people picking out a picture which showed the upward picture of the soil vent pipe towards the sky he was trying to say it was bad workmanship , which it clearly wasn’t I’m a carpenter and have been for thirty years plus ,I no my stuff we asked for another loss adjuster he turned up agreed that the leak was where we said it came from & he agreed with our findings , he thought it was all a bit strange how this other loss adjuster had came up with his story of what happened , home protect then offered me £100 for the inconvenience for which they never paid £100 Over to us they tried to cap the claim at £1500 which didn’t even cover the drain repair. There has been brown water in the screed under the kitchen and the bathroom we still haven’t been able to put our kitchen or bathroom back together this has been going on now for roughly a year now & every time it looked like we might have a positive outcome. It was either desktoped or passed to someone else, at one point they told us there was no damage, there was no claim. Apparently There was no visible damage to your kitchen. Well there clearly is visible damage in my kitchen the plinths , units are blown and have been covered in sewage and the corner of it is not there at the minute the case handler Ebony who was in charge of our case just pretty much tried every single thing she could not to pay anything ,the case is currently with the ombudsman. I have no faith nor trust and would advise anyone not to go with this company. This has been a terrible experience. I’ve spent a lot of money& time on the house making it as nice as I could possibly do so the one time we need to claim because of a genuine leak to repair our new kitchen & bathroom which I’ve already paid out for once in the first instance and this is a treatment we’ve been given. Just terrible service met with lies & deceit & not £1 towards the damage please for your own sake go somewhere else for your insurance”

Helpful Report

Posted 1 year ago

We’re sorry to hear about your experience, Mathew. Please send your policy details through a private message here, and we’ll investigate this right away. Thanks, The Homeprotect Team.

Posted 1 year ago

“I found home protect staff patient and helpful and answered all my queries. Thought the price was good especially for a variety on insurance ie a vacant 2nd home.”

Helpful Report

Posted 1 year ago

Thank you for the positive feedback! I have sent your comments to our Change team to look into how we can improve. Thank you, The Homeprotect Team.

Posted 1 year ago

“In over 40 years of having home contents policies with cover for personal belongings away from home, I have never known it not to include loss, only damage and theft, so to discover this is the hidden in the small print with Homeprotect is nothing less than infuriating. I took out this policy via comparethemarket where I specifically state that loss away from home is required so it should never have shown a quote from Homeprotect. As, for me, this is a critical aspect of any home contents policy, it makes this policy not fit for purpose. I have had to cancel and take out a proper policy with LBIS.”

Helpful Report

Posted 1 year ago

We're sorry to know of your disappointment, Ian. A feedback on this has already been lodged. Thanks, The Homeprotect Team.

Posted 1 year ago

“I strongly advise anyone considering Homeprotect to look elsewhere. I submitted a claim for a monitor that was accidentally knocked off my desk by a gust of wind, a clear case of accidental damage. Despite my policy explicitly covering Full Contents Accidental Damage, Homeprotect rejected the claim by falsely classifying it as storm damage and then claimed the wind was not strong enough to qualify. This is classic bait and switch insurance handling: sell policies promising comprehensive cover, then refuse to pay out by applying technicalities that have nothing to do with the actual incident. It is deliberately misleading and feels like fraud by misrepresentation. I have sought legal advice and escalated my case. I am also taking it to the Financial Ombudsman and warning others: Homeprotect will happily take your premiums but will fight tooth and nail to deny even the most valid claim. Their customer service is robotic, evasive, and completely uninterested in fair outcomes. You are just a policy number to them. Avoid Homeprotect at all costs. There are better and more honest insurers out there.”

Helpful Report

Posted 1 year ago

We’re sorry to hear this, Adam. Could check that a complaint on this is already lodged and some one will be in touch shortly. Thanks, The Homeprotect Team.

Posted 1 year ago

“Oh dear. I am getting the same email every hour since 8.19, on the hour (i.e. 9.19, 10.19, 11.19, 12.19. 1.19. 2.19, 3.19, 4.19 - hope it stops soon”

Helpful Report

Posted 1 year ago

We're sorry for this, Chris. This happened due to a technical glitch and we have now sorted this. Thanks, The Homeprotect Team.

Posted 1 year ago

“I called Homeprotect to discuss insurance. I was transferred to sales but I got disconnected before anyone responded. I called again and was put on hold for 87 minutes. I called again using a different phone and was transferred to someone else who was taking my details and I got disconnected yet again. No agent returned my call. I then went onto live chat where the agent apologised and promised a £10 goodwill discount, which has yet to be received. The agents gave conflicting information. The situation made me wonder, if Homeprotect is this challenging to provide guidance and information on a policy, how would they respond to a claim? I am very disappointed in the service provided.”

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Posted 1 year ago

“Sorry it wasn’t bad at all ! The guy was quite helpful and explained everything except he spoke far too quickly and there was noise in the background due to staff training”

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Posted 1 year ago

Sorry to hear this Berenice. I have taken your feedback, we'll work on improving this for you. Thanks, The Homeprotect Team.

Posted 1 year ago

“Easy to setup policy and no hidden extras”

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Posted 1 year ago

Thank you for your review, Mr. Randall. If you have any query or suggestions, please contact our customer service. Thanks, The Homeprotect Team. Please contact us from here: https://www.homeprotect.co.uk/contact-us

Posted 1 year ago

“Since my husband died this is the first time I have had to choose a policy for the car he left behind. I looked at all the quotes on line some were cheaper some were a bit more expensive but I remembered we had used AXA before and so had my husband so I stuck to my gut feeling which never lets me down!”

Helpful Report

Posted 1 year ago

Thank you for the feedback, Eunice! We generally provide insurance cover for buildings and contents. Thank you, The Homeprotect Team.

Posted 1 year ago

Homeprotect is rated 4.5 based on 3,770 reviews