Homeprotect Reviews

Name: Homeprotect
Address: CI Tower, St George, New Malden
Rating: 4.43

4.4 Rating 3,152 Reviews

89 %

of reviewers recommend Homeprotect

Company Reviews

Metrics

Info

4.4

Based on 3,152 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

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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

“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 week 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 week 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 2 weeks 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 2 weeks 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 month ago

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

Posted 1 month 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 month 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 month 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 month 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 month 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.”

Helpful Report

Posted 3 months 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”

Helpful Report

Posted 3 months ago

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

Posted 3 months ago

“Easy to setup policy and no hidden extras”

Helpful Report

Posted 4 months 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 4 months 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 5 months ago

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

Posted 4 months ago

“I was given misleading information by the representative who answered my questions in a misleading manner. When I received the policy documents and read them I immediately cancelled - at no cost - other than a waste of time.”

Helpful Report

Posted 5 months ago

Sorry to read of your disappointment. I have raised this to our complaints team who will be in touch shortly. Thanks, The Homeprotect Team.

Posted 5 months ago

“If you've lost money, don’t lose hope! Mrs. Bruce Nora helped me get mine back. Get in touch with her at +1 (251) 332-9853.”

Helpful Report

Posted 5 months ago

Thank you for your review, Scarlett. For any concerns, you may please contact our customer service from here: https://www.homeprotect.co.uk/contact-us Thanks, The Homeprotect Team.

Posted 5 months ago

“started off very well, downhill after about a week, still waiting on replies, getting emails that are not relevant to my claim, and duplicating info”

Helpful Report

Posted 6 months ago

We're sorry to hear this, Sue. A complaint has already been raised on this. You will hear from the team shortly. Thanks, The Homeprotect Team.

Posted 6 months ago

“My electric had gone out in the downstairs part of my home only early evening (every appliance including fridge freezer was out and it wasn’t due to a storm). I telephoned requesting an urgent electrician to be sent out explaining the situation, only to be told it would probably be 48 hours before an electrician would be able to come out. If this is classed as your urgent work, I dread to think how long non urgent work takes. We ended up getting our own Electrician out. Also your prices have risen up per month appallingly, something needs to be done.”

Helpful Report

Posted 6 months ago

Sorry to read of your disappointment. I have raised this to our complaints team who will be in touch shortly. Thanks, The Homeprotect Team.

Posted 6 months ago

“I've been a customer for less than 48 hours, and I've already had two emails asking me to write a review. I find this deeply intrusive and annoying behaviour. Not to mention, how on earth could I give a fair idea of anything in such a short time? Even if I'd been burgled at the stroke of midnight, I probably would't even have a crime reference number yet. ALL companies should just stop it. This mania for demanding reviews is horrible.”

Helpful Report

Posted 6 months ago

Sorry to read your disappointment. I have taken your feedback and raised with the change team for you. Thanks, The Homeprotect Team.

Posted 6 months ago

“New policy schedule for 24/25 is dated a year ago (2023) and the period of insurance is a year out of date (23-24). This email asking about my renewal experience details a policy from 2 years ago (28 Nov22) !”

Helpful Report

Posted 8 months ago

Sorry to hear this. I request you to please reach us via webchat at the following link: https://www.homeprotect.co.uk/contact-us, or contact our phone support at 0330 660 3694. Our opening hours are Monday to Friday from 9 am to 8 pm, and Saturday from 9 am to 1 pm and we’ll investigate this right away. Thanks, The Homeprotect Team.

Posted 8 months ago

“I have been with Home Protect for some time to insure my combi - boiler and receive a yearly service. This years service saw my boiler condemned - although there were no problems with it prior to the visit. No explanation was given except a scant 'general leak' written on the service sheet. Upon telephoning the companty who serviced the boiler I was told they had emailed Homeprotect. Upon telephoning Homeprotect I was offered £49.21 to replace my boiler. No question of repair, no discussion about how to replace it. Needless to say I have cancelled my DD, have a new boiler and won't need to insure it since it guaranteed for 10years and a service only costs £65. I may as well have done this and saved the insurance money each month. Once again trying to gain peace of mind through insurance is a waste of money.”

Helpful Report

Posted 8 months ago

Sorry to read of your disappointment. I have raised this to our complaints team who will be in touch shortly. Thanks, The Homeprotect Team.

Posted 8 months ago

“Terrible service ! Got e mail saying “ click here “ to get an e mail from Homeprotect with a link or instructions how to access my account. Tried this twice without success. Checked spam and not gone there either. Hopeless if this is how it starts !”

Helpful Report

Posted 9 months ago

Sorry to read of your disappointment, Vince. I kindly request you to reach us via webchat at the following link: https://www.homeprotect.co.uk/contact-us, or contact our phone support at 0330 660 3694. Our opening hours are Monday to Friday from 9 am to 8 pm, and Saturday from 9 am to 1 pm, we’ll get on this right away to assist you further. Thanks, The Homeprotect Team.

Posted 8 months ago

“Submitted a claim. Then decided to cancel it as the cost to make good damage was less than the excess. Homeprotect refused to cancel the claim. I now have a claim on my record where they have paid out zero pounds. As a result my premium has gone up from 450 pounds to nearly 1000. Also, don't touch the emergency cover....they couldn't raise a plumber to fix a leak so had to get our own. Awful. Now heading to the insurance Ombudsman to try and get the non claim canceled.”

Helpful Report

Posted 9 months ago

Sorry to hear this, Andy. Could you please contact our customer service from the link given below so that this can escalated? https://www.homeprotect.co.uk/contact-us

Posted 9 months ago

“In January 2024, during a cold snap, the water main supply pipe for our property burst. We were relieved to discover that our insurance with Home Protect covers the repair of the pipe, but the relief was short lived. Nearly nine months later and our burst pipe still hasn't been fixed, and there has been hundreds of litres of water leeching into the ground daily during this period. My wife and I have spent hours on the phone trying to get this issue resolved, without success. To make matters worse, the handling of our claim has been handed off to several different companies, each supposedly necessary to ensure the matter is resolved, but sadly it has been months of obfuscation, misinformation, zero communication, and a litany of excuses and ineptitude. The only communication we have received is to say that "we are waiting for a report," or "this is being escalated so we can get it resolved," or "we're waiting to hear from X, so we can get yet another report, which will say exactly the same thing as all the other numerous reports which we've been waiting for, but nobody knows what to report, or who to report it to, because we haven't got a clue about anything!" We currently have an Olympic sized swimming pool forming right next to our house, with the potential risk of water damage to the foundations, and when we try to convey the seriousness of the matter in hope of action being taken, we are just met with silence, or a poor attempt to convince us that they are taking the matter seriously. I look forward to Home Protect responding to this review with the usual generic response, designed to feign concern.”

Helpful Report

Posted 11 months ago

“My life savings were taken by this organization i and my friend invest in and could not get paid which they ask to pay some amount which is not possible, but thanks to Spec.trum-Crest I got them back.”

Helpful Report

Posted 11 months ago

Homeprotect is rated 4.4 based on 3,152 reviews