Stanhope Insurance Reviews

Name: Stanhope Insurance
Address: Cedar Court, 5 College Street, Petersfield, Hampshire
Rating: 4.84

4.8 Rating 2,309 Reviews

97 %

of reviewers recommend Stanhope Insurance

Company Reviews

Metrics

Info

4.8

Based on 2,309 reviews

Shipping & Delivery
Documents Delivered On-time	99%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5

About Stanhope Insurance:

Stanhope is a leading provider of niche and specialist insurance to the UK home insurance market. We focus on providing solutions that fit outside the standard UK home insurance norms. This could be an expensive item of jewellery, a property that is thatched or a home that is undergoing renovation works.

If you can’t find the solution through standard insurance platforms, then you will most likely have come to us as your next port of call.

Stanhope provides customers with highly personalised insurance products that their specific and specialist circumstances require. We will insure valuable items of jewellery whilst you are living away from home because your house, which has subsidence (which we are also insuring), is undergoing renovation works!

We are dedicated to providing exceptional levels of customer service and want all our customers to know that they have the right insurance policy in place at the right price, for their specific set of circumstances.

Stanhope is based in Hampshire with a nationwide set of customers. If your insurance needs are far from standard then we can help you.

Visit Website

Phone:

01730777600

Email:

mashton@stanhopeinsurance.co.uk

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Stanhope Insurance 5 star review on 6th September 2024

Anonymous

Anonymous // 01/01/2019

Filter: Rated 3 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Its okay better pr than some firms”

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Posted 1 year ago

Thank you, Sarah. Just the three stars... we'd be keen to know where and how we could improve. Please do let us know! Glad to know our PR is better than most.

Posted 1 year ago

“Reasonable price but could do better with regards questioning underwriting requirements and some misleading information”

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Posted 1 year ago

Thank you for the feedback Russell. Yes, you helpfully pointed out that your Thatch insurance IPID states you have to sweep your chimney once a year, but the endorsement and policy wording states twice a year. Aimee, the account manager, took the time unpack this with you. This has been addressed with the insurer, so, again, thanks for bringing to our attention. In some way, demonstrates the value of a broker as having the ability to talk this out with a trained advisor.

Posted 1 year ago

“Did not highlight the pros and cons of two wildly different offers.”

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Posted 1 year ago

Thank you for the honest feedback. On the face of it, your previous premium shot up to over £2,000 and we were able to find an alternative for £1,000 at renewal. Your account manager has done an excellent job in keeping the premium low but, as your feedback suggests, we should follow this up with clear communications about the reason. Thank you for renewing with us alongside the forthcoming appraisal of telephone quality.

Posted 1 year ago

“The agent showed little interest beyond taking the payment.”

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Posted 1 year ago

Phillip, I'm sorry to read about your experience. It would appear an advisor interacted with you whilst not in the best form. We can only apologise. That said, we're thankful for the transparent feedback - we need such feedback should we want to continue to improve our services.

Posted 1 year ago

“Our communication from our account manage was poor the policy was renewed very last minute with a long time between being told we were due to renew and the quotes”

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Posted 1 year ago

Hayley, thank you for the review and for affording us a few days to investigate before responding. We've looked into the matter with your account manager. The critical lesson for us was, at the point the existing insurer asked for more information, to start looking for alternatives at that point rather than waiting for their outcome. We could have anticipated the current insurer's eventual response and conducted our market research then. Delaying this caused a delay in the process and made it all feel last minute. We appreciate the candid feedback; we have taken it to heart and used it to sharpen the team.

Posted 1 year ago

“I've scored 3* because the proof of the quality of the policy I was recommended will come if and when I make a claim. Hopefully it will increase to 5*”

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Posted 1 year ago

Thank you for your rating. Your feedback motivates us to continue our mission of providing excellent customer service and ensuring our customers' satisfaction. We strive to ensure our clients are taken care of and have the coverage they need. Please reach out to us anytime if you need anything, and we'll be happy to help. LW

Posted 1 year ago

“Acceptable as I felt not enough work went into finding me the best deal. The reason I stayed was I didn't want to go through every single thing with another insurance company. I did look and they were more competitive. But to list the whole lot again was a pain.”

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Posted 1 year ago

Thank you so much for your honest feedback on our services at Stanhope Insurance. At Stanhope, we strive to ensure our customers are totally satisfied, and we didn't quite hit the mark on this occasion. We are dedicated to providing the best care and service for our customers. We'd be happy to talk through the work which goes on behind the scenes, demonstrating our commitment to ensuring you're with the correct product.

Posted 1 year ago

“Client documents - some were initially missing and another was erroneous when it was eventually sent. Stanhope had no idea if there was a fee for the medical screening call with Covea Insurance (whereas I was pretty certain there was). When I contacted Covea Insurance to do the screen I asked if there was a fee and they told me there was not. Subsequently, after I had accepted the renewal quote and paid Stanhope contacted me to say Covea had decided there was a fee for the medical screen - £85.00. So, when RENEWING a policy with Covea, when there HAS NOT BEEN ANY MEDICAL CHANGE IN THE PAST 12 MONTHS Covea charges £85.00 for a ~5 minute medical screen by phone. As of now, I haven't paid the fee.”

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Posted 1 year ago

Thank you for the honest review of your experience. We apologise for the poor service received and will ensure to learn from this.

Posted 1 year ago

“One of the factors that had originally appealed to me and made me decide to go with Stanhope was having a dedicated advisor. Unfortunately this has not proven to be the case as I have been contacted by 3 separate people about a renewal of my policy and not received a response from my original advisor. Otherwise happy with the policy and coverage. Not needed to claim on it so can't otherwise comment on Stanhope.”

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Posted 1 year ago

We apologise for the less than savoury experience of Stanhope insurance. We'll ensure to learn and improve from this experience.

Posted 1 year ago

“Disappointed with price increase - nearly double shouldn't happen”

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Posted 1 year ago

We are disappointed to read this review. On claims free risks we are currently seeing an average increase of 18-22%, and on risks with claims we are seeing increases well beyond this. Indexation for sums insured alone is sitting around 12-14% due to rising cost of rebuilding properties, meaning that we are covering you for an uplift in your sums as well as then factoring in rate increases. We have passed on your feedback to the relevant person internally to review further - we are sorry that you are not happy with the increase but we trust you understand the reasons why.

Posted 1 year ago

“Generally good, although there have been some slip ups in providing call-back when promised. Additionally, when I asked to see a copy of a policy document (to read the details), it took more persuasion than should have been necessary to get a copy. I am still a customer but things will need to improve next time if I'm to remain so.”

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Posted 2 years ago

We appreciate the honest feedback. This will help to improve our process.

Posted 1 year ago

“The guys have been excellent. Like all insurers, it's all done by the books etc which means you have moments of frustration (like any bureaucratic system) Having provided all the info required I was told because it wasn't in the correct format it wouldn't be accepted. Annoying... but at least they're doing things the 'correct' way.”

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Posted 2 years ago

We appreciate the honest feedback. We'll take a look into the processing frustration and come back to you if required. Welcome to the Stanhope community, Samuel.

Posted 2 years ago

“Would have been useful when promised a call back to have at least a holding text or email to explain what was going on if no call was going to happen”

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Posted 3 years ago

Thank you for the honest feedback Matthew and Michael. We have fed this back to the team and will learn from the error.

Posted 3 years ago

“I think that your company has the right intentions but, sadly falls short of really caring for the customer's needs. For example, I requested a hard "paper" copy of my policy, and so far it has not arrived. Also, I was not so pleased with the large deposit that has to be paid at the start of the policy. Since the whole years' policy is rather expensive, I would have preferred if the payments could have been spread evenly throughout the year. Apart from these few things, I am happy.”

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Posted 3 years ago

Keith, our heart is definitely in the right place. We will find out what happened with your hard copy documents and come back to you by telephone. That said, we do not send documents out via post, as standard, anymore. We only send documents by post when specifically requested to do so. Looking through your file I can see Donna has issued documents to you via email and we trust this have been received.

Posted 3 years ago

“Policy extension all sorted, although I don't yet have the paperwork that was promised. Phone calls were always answered, but I only once got the promised return call. Overall I made five calls over a week and only managing to get to the correct person on the fifth attempt.”

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Posted 3 years ago

Mark, sorry to hear the documents have not been issued to you. We will check internally and see what has happened. We will aim to get in touch with you by phone very soon.

Posted 3 years ago

“The service provided is adequate”

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Posted 3 years ago

Thank you for taking a moment to write the review. Naturally we're disappointed your experience with us was merely adequate. Please let us know what can be done to improve in the future.

Posted 3 years ago

Stanhope Insurance is rated 4.8 based on 2,309 reviews