Homeprotect Reviews

Name: Homeprotect
Address: CI Tower, St George’s Square, New Malden
Rating: 4.40

4.4 Rating 2,828 Reviews

88 %

of reviewers recommend Homeprotect

Company Reviews

Metrics

Info

4.4

Based on 2,828 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Own Driver
Average Delivery Time	Next Day
On-time Delivery	96%
Accurate And Undamaged Orders	100%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.1 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 buildings policies
Homeprotect buildings insurance policies are rated 5 Star by Defaqto, indicating that the policy is one of the most comprehensive home insurance buildings products available.

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’s Square
New Malden
KT3 4HG

Write Your review

Tell us how Homeprotect made you happy

Help future customers by talking about customer service, price, delivery, returns & refunds.

Minimum 10 characters

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Homeprotect 5 star review on 21st December 2021

Karen P

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Excellent service ,very helpful in catering the policy to my requirements,great customer service”

Helpful Report

Posted 5 years ago

“Really helpful with a query I had and kept the cost low.”

Helpful Report

Posted 5 years ago

“Good product at a very reasonable price, only too happy to renew my policy again”

Helpful Report

Posted 5 years ago

“Very good building and contents insurance. A decent price and can pay over the phone using c.card. Peace of mind for a fiver a week !.”

Helpful Report

Posted 5 years ago

“Excellent service”

Helpful Report

Posted 5 years ago

“Cant fault Homeprotect. I have a leak in my daughter room where the walls was soaked from water. I rang them and within a couple of hours someone came out, had a look and fixed the problem there and then. Absolutely fantastic been with them now for a few years. I would definitely recommend.”

Helpful Report

Posted 5 years ago

“Quick easy and efficient”

Helpful Report

Posted 5 years ago

“I'm another of the horrendous should be 0 stars reviewer. We had our loft conversion dormer blown off in Storm Ciara which also caused damage to the surrounding roof and water damage to loft area and 1st floor. When we first applied to Home Protect for our insurance there is a pull down menu for flat roofs as a proportion of total roof area. Ours is about 20 percent but the menu was less than 33 percent or more than 33 percent, so we chose the lower one. Having declared the flat roof we assumed we were covered and like most people didn't read the 32-page policy doc in sufficient detail. When we had the damage to the roof on the Sunday morning, during our initial call to Home Protect we were told to go straight to AXA as they were the underwriters. This was incorrect and after a day getting nowhere with AXA we went back to Home Protect. My wife spoke to an advisor who as soon as he heard about the flat roof, and it's age which is 12 or 13 years old, shut down the call and said he'd send us a claim form. A couple of hours later we had a repudiation letter, saying that we needed to have a certificate of maintenance less than 10 years old for the flat roof as stated by a clause on p11 of the 32 page policy doc. I got on to the Complaints dept. who informed us by phone that we should reapply to Claims as Home Protect's systems differentiate by area of flat roof vs total roof, something the initial advisor was uninterested in. If we'd ticked the more than 33 percent flat roof option during our insurance application then correspondence with us from Home Protect would have more clearly flagged up the flat roof maintenance clause. I got back to claims with this info and they said they'd send a contractor out. Not liking things undocumented, I sent an email to our original advisor to let him know the situation. He turned our claim down again and bald-faced told me they don't differentiate by flat roof area and denied that their systems meant that the maintenance clause was not flagged up to us. He kept saying he'd had conversations with "colleagues" but wouldn't put me in contact with his manager or a senior person. He also said his own Complaints Dept and the person in Claims who'd agreed to send the contractor out were wrong. It feels like this particular advisor (who I'd love to name) is incentivised to reject claims. This is a company with no scruples, poor claims processes, so many exclusions they'll always find a reason to refuse cover and you get a different story from everyone you speak to. I'd also be surprised if Mona, the person they get to say they'll deal with online complaints, is real, or just a cheap made up joke (moaner) on people in difficult circumstances with no roof over their heads and water coming in. Like others I don't trust them to be honest or fair and will be raising what I think is a failure of their systems to the Financial Ombudsman. Make your own mind up, but from my perspective the good reviews are related to price and the ease of setting up a policy and renewals (plus they offer a £25 Amazon voucher for renewal decided) and the bad reviews are from people trying to get them to pay up. Horrible, horrible company.”

Helpful Report

Posted 5 years ago

Hello Mike, Your complaint has been registered and we will contact you once our investigations are complete. You have been made aware of the timescales as per the notes on your file. Regards Mona

Posted 5 years ago

“Good value for money and easy process. Would definitely recommend. I hope we don't ever need to make a claim :-)”

Helpful Report

Posted 5 years ago

“No response at all when calling 24/7 home emergency line for a water leak - is this only available Monday to Saturday? If so, this does not fulfil the criteria of 24/7 service! Will be taking custom elsewhere after this”

Helpful Report

Posted 5 years ago

Hello, I am sorry that you could not get through to report your claim. Please provide me with you policy reference number and send to: email.service@homeprotect.co.uk so that I can look into this and ask them to contact you. Kind regards Mona

Posted 5 years ago

“Trying to contact the 24/7 home emergency line for a water leak - no response as it’s a Sunday, so not delivering a 24/7 service. Very disappointed and will not be renewing as we have paid for an unavailable service”

Helpful Report

Posted 5 years ago

“Logged a claim about 20 days ago, received an email saying i'd get a response in 2 days, still heard nothing back.”

Helpful Report

Posted 5 years ago

Hello Jonathan, I am sorry to hear that no one has contacted you as yet. I have raised this with the management team and will ask someone to call you back as a matter of urgency. Kind regards Mona

Posted 5 years ago

“I would advise against using this company. When the need to claim insurance arises one will be given the run around and consistently given excuses as to why the settlement process is delayed. I made a claim for smoke damage from a fire. The assessor attended my property and validated my claim. I was offered a settlement which I accepted. Approximately four months later and I have not received my settlement thus leaving me to reside in an appalling and unhealthy condition. I have wrote to the complaints department twice and not received a response. I have sent emails and received no response and I have phoned on numerous occasions and been given the run around with frivolous excuses. The last two excuses were the assessor filled in the assessment form incorrectly (consecutively) This situation has left me sad, stressed and sick from breathing in smoke fumes consistently. I now have to consider the Financial Ombudsmen to rectify this matter.”

Helpful Report

Posted 5 years ago

Hello Pete, I'm sorry to hear about your experience with the claims department. I will look into this for you and speak to the claims department about the situation and ask for them to contact you as soon as possible. Kind regards Mona

Posted 5 years ago

“Very poor service, expensive and no coverage when you need it. I have been told on the phone I didn't need to register every single item and almost a year after, I can't get any money out of my phone violently stolen from me. Service to avoid, I can't believe they represent larger organisations such as Axa.”

Helpful Report

Posted 5 years ago

Good afternoon, I am sorry to hear about your claim experience. I would like the opportunity to discuss this with you so will be sending you an email to your personal email address regarding this. Kind regards Mona

Posted 5 years ago

“Worst customer service ever. They make you pay more at any occasion, you need to spend hours on the phone for no reason, and they refuse to do their job and cover your items. Avoid at any cost.”

Helpful Report

Posted 5 years ago

Good afternoon, I'm sorry to hear about the service you received. I am happy to look into this further if you can email me your policy reference number to: email.service@homeprotect.co.uk Kind regards Mona

Posted 5 years ago

“Quality cover at resonable price”

Helpful Report

Posted 5 years ago

“Unlike other insurers I found HomeProtect extremely flexible and not restricted to standard terms. They were also very responsive at all times, even if I want speaking to my appointed case officer.”

Helpful Report

Posted 5 years ago

“Timely efficient advice and a policy that met all my essential requirements, including third party liability cover!”

Helpful Report

Posted 5 years ago

“Made savings on my premium, reasonably priced and would recommend.”

Helpful Report

Posted 5 years ago

“Professional and easy to use, big savings on the premium from other insurers and they included cover that other providers would not. Process was simple and stress free.”

Helpful Report

Posted 5 years ago

Homeprotect is rated 4.4 based on 2,828 reviews