Stanhope Insurance Reviews

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

4.8 Rating 2,308 Reviews

97 %

of reviewers recommend Stanhope Insurance

Company Reviews

Metrics

Info

4.8

Based on 2,308 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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Poor. Original info incorrect and eventually I had to pay much mor”

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Posted 3 weeks ago

“New account handler. Not up to speed with our policy and requirements as we have an outstanding claim unfortunately. Didn't love her tone when speaking on the phone or in emails. Made to feel like I was an inconvenience.”

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Posted 1 month ago

“In the past Stanhope have been very helpful and informative. However, I feel misled this year over how much cover I have and in fact it turns out I was misled last year. Further I do not believe time has been taken to find me the best quote so next year I will take some time to investigate quotes myself.”

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Posted 9 months ago

Thank you for taking our calls over the last week or so. We apologise for some of the comms which led to this feeling and have taken on board your feedback. We're grateful you decide to renew with us and we look forward to the challenge of rebuilding your trust and faith in us - a task we'll not shy away from.

Posted 9 months ago

“Poor communication. Have rung a number of times and one person rang back on returning their call and leaving another message they have not rung back”

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Posted 9 months ago

Hi John, we've looked into your case and noticed it took us longer than it should have to respond to the valuation correspondence. Thanks for bringing this to our attention. We've alerted the team to improve our response times.

Posted 9 months ago

“The group provided us with quotes for renewal which were not relevant to our circumstances and once we accepted the quote (a couple of days before renewal), we discovered our particular requirements were not correct and were not the same as our previous years requirements. This was discovered by us and had we gone ahead with the quote, our insurance would have been invalid should something had happened subsequently. When they amended the details, of course the quote for insurance was far higher. We pay a lot for our insurance and the least we should expect is that our details are correct and are the same as the previous year”

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Posted 9 months ago

Thanks for the honest review, Janet. I've looked into the matter, and you are right; we got the renewal invitation wrong, asking you to install something you did not have (plus some other bits). This was an error with our administration, and we're sorry about it. I understand we've rectified the matter, and you subsequently renewed with us. This is very gracious of you and we're thankful for your loyalty. Again, we appreciate the candid response since it helps us continuously improve. KR, Matthew Ashton Director

Posted 9 months ago

“The reason i am giving this rating is because I am disappointed in the fact that last year you asked for a valuation on an egagement ring from my jeweller, which i subsequently did and forwarded it directly to you. At this years renewal i discovered that although I had already sent it, you conviently said you did not receive it. Even though you may think a reminder was in order to obtain the valuation. But no, what transpired was that you inflated the velue of the ring to cover inflation. This amounted to my wifes rings valuation going from £39,500 to £51,000 when there was no need for it.”

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Posted 1 year ago

Richard, This is our first two-star review in some time, but we're thankful you've taken the time to respond. We will never shy away from constructive criticism. I've had a look into the matter personally and have discerned: - On the renewal call, we mentioned we were due a valuation for the policy; - You confirmed this was sent last year, but we couldn't locate it. We dropped the ball by not attaching it to your file. - You graciously re-sent this to us, and we updated the policy accordingly. - The sums insured are now correct, and the insurer has an index linked to the total coverage. In truth, this is a conversation we should have had with you last year upon receipt of the valuation. Again, we apologise for the tardy administration, but we thank you for bringing it to our attention. KR, Matthew Ashton Director

Posted 1 year ago

“No discussion to finalise my decision before renewal date. Agent did not call me back as requested on renewal date. Increase of £595 from last year, much more than I expected. I made one claim each in 2022 and 2023,but it was never explained to me that making a claim led to automatic increase of premium . To be charged a renewal fee of £50 seems outrageous given the rise in cost of my policy.”

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Posted 1 year ago

We appreciate the candid and honest review. Since the review, we've significantly improved our processes. You'll notice the fruitfulness of this in the lack of negative reviews since yours was submitted. We understand the frustration around fees. Truth be told, running a brokerage costs a lot of money these days, and these fees significantly help us retain our best staff.

Posted 1 year ago

“plz call back when you say you will plz check your staff are in the office and not on holiday rather than assume they are in a meeting plz advise when existing contacts leave your organisation and inform who the new contact will be”

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Posted 1 year ago

Thank you for your feedback on Stanhope Insurance. We are so sorry that you had a negative experience with us. We appreciate you taking the time to let us know. We know that we didn't reach the high standards our clients expect of us on this occasion and we will ensure we take learnings from this and improve our processes in maintaining consistent communications. If you wish to discuss any further, please don't hesitate to reach out to us. LW

Posted 1 year ago

“This is my 3rd renewal via Stanhope. Whilst the service is generally pleasant once you engage with the people what is really annoying is their complete and total failure to read the file before writing emails requesting information that is already in their possession and has been since the beginning of my relationship with them. I have provided mountains of information via email, including copies of the building survey, and I continually have to caveat my approval of the insurance submission documents by referencing the information I have provided over the years - often for good reason since I have subsequently found that information provided has not been reflected in the insurance paperwork. Altogether an ok experience but one where their attention to detail and thoroughness is often woeful.”

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Posted 1 year ago

Thank you for this honest and frank feedback. One of our Directors, Matthew Ashton, has looked into the matter with the team. Essentially, a communication breakdown between us and the insurers led to your frustrating experience. Whilst the feedback is hard to stomach we're grateful you took the time.

Posted 1 year ago

“Quite slow to respond when queries submitted.”

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Posted 1 year ago

We are sorry that the service received fell below our normal standards. We have fed back to the relevant people to ensure this doesn't happen again.

Posted 1 year ago

“The advisor who sold me the insurance had not checked the details and quoted me a low premium. I paid, but when I saw the policy and checked the details (number of bedrooms) she had to change the quote to a much higher figure. If I am paying a broker to get the best quote I expect better service than this.”

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Posted 3 years ago

Hi Ray and Barbara, thank you for the honest review. Now and then we get things wrong unintentionally. Thank you for feeding this back to us and valuing us enough to feedback accordingly. No excuses on our side and we will endeavour not to make the same type of mistake twice!

Posted 3 years ago

“Although Sonny C turned around the policy quickly, he said "the system" could not print KEY terms on the Midas Policy Schedule and this caused a major hassle with our solicitors, and untold number of emails wasting everyone's time. Specifically, exceptions to the policy which were explained verbally were "not able" to be converted onto the Schedule.”

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Posted 3 years ago

Matthew, We appreciate the honest review. We have taken a look into the matter and can confirm we could have shown, in full, the variable endorsements (exceptions) on our policy documents where the insurer was struggling to do so. This would have saved any wasted time! We have also alerted the insurer to this system error and hope to have a resolution very soon. Finally, Sophie Stewart, our Operations Coach, has called and emailed today to discuss, and apologise, for the service received. Again, thanks for the honest feedback.

Posted 3 years ago

“Was Told someone would contact me about taking Payment - Nothing - Had to call and pay - Was told someone would call me Back after taking payment - Nothing - Personal Service not looking too good at the moment”

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Posted 3 years ago

Gary, thanks for taking my call just now. Your review is spot on as we did not deliver on our usually high standards with your onboarding into the Stanhope family. Thank you for this feedback. Whilst we could offer a host of excuses as to why, we wont. We'll take it on the chin, discuss it as a team and ensure to improve as a result.

Posted 3 years ago

“A very mixed experience. Everyone I spoke to was pleasant and on the face helpful, but I was far more involved in the actual process than I wanted to be. I had to review detailed policy documents and found several issues that needed to be addressed, including a product that was recommended not being suitable due to exclusions. So we got there in the end, but it took > 2 months and was far more stressful and involved from my perspective than it should have been.”

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Posted 4 years ago

Gareth, we appreciate the honest and open review. We welcome such feedback as it will help us to improve. It appears we did not understand 'the brief' as well as we could (should!) have and this showed in the quality of our service. Naturally, we're thankful for your custom (it is not taken for granted) and we'll ensure to improve following your comments.

Posted 4 years ago

“Phone calls not returned by Stuart and no policy documents!”

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Posted 4 years ago

Gregory, thank you for leaving the honest feedback. Naturally it's disappointing that we fell short of our high standards. We'll take it on the chin and look to improve. We've since been in contact, thanked you personally for your patience with us and have ensured document have been issued accordingly.

Posted 4 years ago

Stanhope Insurance is rated 4.8 based on 2,308 reviews