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 3 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I typically like to solve problems independently, but after struggling for weeks with this platform issue and losing $148,050 to a scam, I understood that I required assistance. A friend who experienced a similar situation recommended MULDELLLTD.com. From the very beginning, they were professional, communicated clearly, and truly listened to my worries. During the entire process, I felt both informed and valued. Everything was managed efficiently, and I’m grateful I chose to seek help when I did.”

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Posted 5 days ago

“They are competent.”

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Posted 1 month ago

“When I requested a hard copy of the policy booklet, Rob Topple replied ‘here at Stanhope we try to be as paperless as possible’. I then reiterated that I would be grateful to receive a hard copy, since when I have had no reply and I haven’t received a copy of the policy booklet. Disappointing🙁”

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Posted 3 months ago

Peter, thank you for being constructive. This is the type of feedback which sharpens us. Truth be told, we do not usually send paper copies of policy documents by post, for usual environmental reasons. In the rare occasion when a client desires a paper copy, then we should be getting this out as promised. This has been forwarded to Rob and his manager, to ensure a paper pack is sent out today.

Posted 3 months ago

“The website proved to be easy to use until you select the plan you want and try to pay. I made 2 or 3 attempts and it constantly didn’t take payment. On the final go it took the payment but didn’t confirm. Fortunately it was during office hours and I called. Spoke to a very helpful young lady who completely reassured me through the process. Everything fine in the end and my watch is covered. As a final comment though, I would have preferred printed docs by post, but that is probably a sign of my age!”

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Posted 3 months ago

Barry, we appreciate your candid feedback. It’s great to hear that our team was able to assist you and put your mind at ease during the process. We understand payment issues can be frustrating, and we’re continually working to improve the online experience. As for the printed documents, we totally get where you're coming from—sometimes there's nothing like a good old-fashioned piece of paper! 😊

Posted 3 months ago

“Pleased with the cover offered in the end but I had to do a lot of research myself and correct errors on the extent of cover needed, before getting to the end point.”

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Posted 4 months ago

I am so sorry to read about your need to correct items regarding your renewal with us. Whilst we appreciate you renewing with us, you shouldn't have to do that. We'll look into the matter now and see what can be done differently next time. We'll reach out to you directly.

Posted 3 months ago

“Good offer and coverage and advice. Great service until after I paid on bank transfer I got no response and have no response that the funds have been received. I have been told that I am on cover but am in the dark as I still have had no response as the associate put an OOO on and didn't handover. Other than this, it's been great all round.”

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Posted 7 months ago

We're never afraid of receiving constructive feedback. This was an error on our side and we didn't follow up as we should. I take responsibility for this and we'll be sure not to repeat the error. Thank you, Guy. Matthew Ashton, Director

Posted 6 months ago

“I went with this insurance policy as it was cheaper than my previous. I have to say though that the interactions I had were quite curt and felt very much like that they didn't really want my business. After I bought the policy they then asked for valuation certificates and said that it was up to me to make sure that they complied with the requirements . I thought this would be the job of the seller not me! I'm not sure whether I will continue a policy with this company based on the interactions I have had. It did not seem that they were interested in my needs , just that they wanted a sale. It makes me nervous as to how they would perform in the event of a claim.”

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Posted 9 months ago

Thank you for the honest review. Truth be told, we're experimenting with our written communications since we've now launched a panel of insurance options for jewellery and luxury watches. Each product has a nuanced requirement for an approved valuation which should be communicated to you on the phone. The generic email is aimed to refer you to the right policy wording, ensuring you comply with the valuation requirement. We'll take on board your feedback as we continue to improve our written communications. Thank you. Matthew Ashton Director

Posted 9 months ago

“Had what I needed and delivered”

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Posted 10 months ago

Thank you for the review, Andrew. We're curious about the 2-star review, especially when we delivered what was needed. Perhaps you could elaborate?

Posted 9 months ago

“Initial house insurance quote was EXTREMELY HIGH (+ 22%). This was not aceptable. No convincing explanation given for such a large increase in the covering letter. No proactive suggestions offered by Stanhope to reduce the quote to a more acceptable level. Following telephone calls, we eventually identified some ways to reduce the increase to +9% (still high and well above current inflation).”

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Posted 10 months ago

Thank you for the honest review, Christopher. We have looked at the file and identified training gaps. In short, we should have been more proactive in identifying ways to keep the premium down. We appreciate you bringing this to our attention.

Posted 9 months ago

“Service has been sufficient.”

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Posted 10 months ago

Thank you for taking the time to leave us a review Alexis

Posted 10 months ago

“The initial contact was good and very helpful however I've been chasing up to find out when the first DD will leave my account and how much it will be for over 3 weeks now - Not even a response to my emails,.”

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Posted 11 months ago

Tina, sorry to hear about this experience. I understand the matter was addressed as soon as we received your review. We appreciate the honest feedback.

Posted 9 months ago

“Was not impressed that due to an admin error, I was left without any insurance for a month.”

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Posted 11 months ago

Sandra, we've looked into the matter, and you're right; we did make a mistake. This one was missed from our renewal tracking because of a data input error. You called to chase us, and Megan sorted out cover immediately. We did make a mistake, but, to Megan's credit, as soon as we were aware, we sorted the cover straight away. We apologise for the error but we thank you for your graciousness with us.

Posted 11 months ago

“They are fine but don't seem to go out of their way to find the best price. If they do, it isn't obvious how they are doing that. They were good about reminding me that my renewal was upcoming but only did so with less than a month to go.”

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Posted 1 year ago

Thank you for the transparent review. Clearly, we need to improve our communication skills, ensuring each of our valued clients, like you, are aware of what happens behind the scenes to prepare and issue a renewal pack. Your feedback has been passed on and taken on board.

Posted 11 months ago

“very expensive”

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Posted 1 year ago

Thank you Alan for your rating. We understand your disappointment and as explained during the renewal process, the insurer we placed you with before unfortunately no longer insures thatched properties. This has led to a higher renewal premium with an insurer that does meet your requirements. Please reach out to us anytime if you need anything, and we'll be happy to help.

Posted 1 year ago

“I wish that your sales people could convince me that buying my insurance through a broker represents good value, but sadly they don't. It seems the only way to prevent the insurance industry from ripping me off is to go through the tedious business of "negotiating" with your supplier every year at renewal time. The broker really should be doing this for me but I doubt if that is happening.”

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Posted 1 year ago

Thanks for not holding back with the review. Due to the nature of the feedback, we've taken a deep look into the file. It's clear we explained the increased cost is due to the cost of materials and claims, leading to insurers' prices increasing. We conducted a full market research exercise before issuing the renewal invitation this year and had no other competitive options compared to your existing provider. We respectfully challenge your notion that we do not negotiate on your behalf. Please do not doubt our background work. Thank you for renewing with us. Our takeaway from your feedback is to continue to improve our communications, communicating the work we do to keep a client's business. Many thanks, Matthew Ashton Director

Posted 1 year ago

“Very disappointed of exclusion of flood cover”

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Posted 1 year ago

Thank you for taking a moment to write the review. Naturally we're disappointed that despite our hard work behind the scenes, and trying everything we could, we were unable to find a complete solution. As explained, the challenge stems from your outstanding flood claim from January this year. We'd be happy to talk through the work which goes on behind the scenes, demonstrating our commitment to ensuring you're with the best product.

Posted 1 year ago

“It's fine. They offer a relatively hard to find service at a relatively high price”

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Posted 1 year ago

Thank you for your review, Charles. Although just the three stars, highlighting 'hard to find service' is a testament to how hard the team work at successfully insuring the more specialist requirements. Your feedback motivates us to continue our mission of providing solutions where others may not be able to, striving 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.

Posted 1 year ago

“Increase of 35% was not expected and I find it hard to justify.”

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Posted 1 year ago

Thanks for the review, Bruce. Sadly, your premium increase is not an aberration. Considering index linking, BCIS rebuild cost index, consumer price indexing (CPI) and other contributing factors, certain products are seeing significant increases. We've written about it in detail here: https://www.stanhopeinsurance.co.uk/blog/blog/home-insurance-premiums-on-the-rise/. I hope the team explained this to you respectfully, empathetically, and kindly.

Posted 1 year ago

“Interaction was good but very disappointing that my premium has increased so much. I did not renew my building cover as I was quoted £1300 and I found RSA at £695. I paid just over £500 last year. I am looking for alternatives next year as my contents cover went up by 20 percent, plus. I have not claimed since 2006”

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Posted 1 year ago

David, thank you for the review. Looking into the file, we should have done a lot more to educate you about the market, explaining what is happening and why. That said, we can see from the file that we put in a shift to help in every way possible, including emails at 11:00 p.m. You'll notice from The Times today (26.03.2024) a really helpful article by George Nixon titled 'Rocketing insurance premiums give Treasury a tax windfall'. The article communicates the increases in insurance costs. Even established companies like Direct Line are feeling the effect with a reported £189 mil loss due to increased claims cost. Thanks for the feedback, David.

Posted 1 year ago

“Staff member was pleasant, not the same member of staff we dealt with last year, and we were not confident much effort had gone into getting a better price than the renewal terms offered, that is, we weren’t presented with a list of the other insurers considered and their quotes for comparison.”

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Posted 1 year ago

Thank you for the honest assessment of your experience with Stanhope. We've looked into the matter, and yes, you caught the advisor on a difficult day. We apologise. It's on us, and no excuses. Thank you for bringing this to our attention.

Posted 1 year ago

Stanhope Insurance is rated 4.8 based on 2,308 reviews