Homeprotect Reviews

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

4.4 Rating 2,832 Reviews

88 %

of reviewers recommend Homeprotect

Company Reviews

Metrics

Info

4.4

Based on 2,832 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 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’s Square
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

“The wind blew the roof off our garage over 2 weeks ago. I have submitted a claim through their portal and received a reference number. Nothing has happened since then. Genuinely, I've phoned them (got through to their 'overflow' team who couldn't help), emailed them 3 times (no reply), complained through their portal 4 days ago (no reply) and I've heard absolutely ZERO. All this time, the garage has no roof, the water is getting in and everything is getting ruined. Genuinely the worst claims experience I have ever had. I really don't know what to do next as they simply won't reply...”

Helpful Report

Posted 2 years ago

Sorry to hear this Johnny, that is not the level of service we would expect you to receive. I have escalated this with the claims team and requested they contact you. Thanks Angela at The Homeprotect Team.

Posted 2 years ago

“We claimed for our oil pollution caused by our neighbour’s oil spill on 27/12/22. We have had NO contact from home protect since 29/12/22. Our cellar is filling up with water we dare not pump out. This is potentially an emergency situation.”

Helpful Report

Posted 2 years ago

Sorry to read of your disappointment Hugh, that is never our intention. I have escalated this with the claims team and requested they contact you. Alternatively, you can reach Davies on 0344 856 2408. Thanks Angela at The Homeprotect Team.

Posted 2 years ago

“Our basement flooded in May 2020. It’s been uninhabitable ever since. Homeprotect don’t respond, haven’t repaired the damage, we haven’t seen a single Penny. I cannot warn people enough; do not insure with them. We are forced to pay their insurance renewal every year (which has shot up) because no one will insure us with an open claim.”

Helpful Report

Posted 2 years ago

Sorry to read of your disappointment, that is never our intention. I have escalated this with the claims manager and requested that they contact you. Thanks Angela at The Homeprotect Team.

Posted 2 years ago

“Hanging on phone 2 hours, get cut off, then another hour, still no answer, logged online how on earth are the elderly supposed to get on with no internet etc..Dont bother with Home Emergency Cover AXA / HOMEPROTECT...still no lights”

Helpful Report

Posted 2 years ago

Sorry to hear this Amanda. Please can you send your concerns along with your policy details to resolve@homeprotect.co.uk and I will escalate this for you. Thanks Angela at The Homeprotect Team.

Posted 2 years ago

“Be careful if you try and make a claim they use every trick in the book to not pay out I was burgled and claim for £1200 and they said I was under insured and had to pay excess on stolen items under contents and excess for damage to doors and locks because in their opinion my house was worth more than I had said ??? Avoid at all costs they will not pay out in a claim”

Helpful Report

Posted 2 years ago

Sorry to read of your disappointment Jon. If you would like us to investigate this further, please send your policy details to resolve@homeprotect.co.uk. Thanks Angela

Posted 2 years ago

“Woeful. Had a burst pipe upstairs, water everywhere. Phoned it in, promised an engineer with 4hrs. No one arrived so phoned back after 4.5hrs to be told the engineer said he could no longer come out and asked if I knew any local plumbers (!!!). End result, kitchen ceiling cracked and bowing with water spreading towards main breaker board. No heating, no water and no idea what I’m going to do. Awful service.”

Helpful Report

Posted 2 years ago

Sorry to hear this James, that is not the level of service we would expect you to receive. I have escalated this with the claims manager and requested that someone contact you. Thanks Angela at The Homeprotect Team.

Posted 2 years ago

“I made a claim for the collapse of a drainage pipe. After something like six weeks of inspections they rejected the claim saying the policy didn't cover fibre pitch pipes. I couldn't find any reference to this exclusion in the policy document. Despite many emails and promises to come back to me they haven't. I am keen to raise a complaint, but cannot find anywhere on their website to raise a complaint. On writing to customer services to try and raise a complaint they failed to respond. I will look to pursue this further.”

Helpful Report

Posted 2 years ago

We are sorry to hear of your disappointment Mike. I have responded to your email this morning and hope to get this sorted for you. Thanks Angela at The Homeprotect Team.

Posted 2 years ago

“The company don't answer the phone and if they do you are not likely to be able to speak to the relevent person. When they say that they will send a urgent email and someone will phone you back IT DOESNT HAPPEN. They promise the earth, but don't deliver. The FInancial Ombudsman told them to compensate us, and it STILL DIDN'T HAPPEN. Useless company, don't waste your money with them.”

Helpful Report

Posted 2 years ago

Sorry to read of your disappointment, that is never our intention. I have escalated this with the finance team and will get back to you with an update. Thanks Angela at The Homeprotect Team.

Posted 2 years ago

“Didn’t even want to give 1 star here what an absolute joke weeks we have been waiting for a leak to be fixed still not sorted no clarity on the matter no contact been made chasing for hours each day I’ve been calling from 8 am this morning with nothing still problem in house is getting worse left to threat how bad damage is kitchen may need removing no downstairs bathroom we have 3 disabled family members a child with autism and a family member with terminal illness last Xmas all together in our home not to be sorted we have sent numerous emails with no help or anyone getting back to us wish I could upload The screenshots I’ve took of the waiting I’ve done today alone steer well clear what a disgrace”

Helpful Report

Posted 2 years ago

Sorry to read of your disappointment Charlotte, that is not the level of service i would expect you to receive. I have escalated this with the claims manager and requested that someone contact you. Thanks Angela at The HomeProtect Team.

Posted 2 years ago

“Impossible to get through on the phone, been on hold for two and a half hours... I mean what a joke.”

Helpful Report

Posted 2 years ago

Sorry to hear this, it is never our intention to disappoint any customer. If you can please email your details and policy number to resolve@homeprotect.co.uk I can request a colleague to call you back and resolve your queries. Thank You, Angela at The HomeProtect Team.

Posted 2 years ago

“Impossible to get through on the phone. Opted for call-back last friday, they rang me back then put me on hold for over 20 mins, so I had to end the call because I had somewhere I needed to be. Today I've tried again and so far I'm on 36mins wait with the most awful hold music. Emails are curt. I sent them a payment link yesterday because I just want to pay what I owe for cancelling a policy (beware of £50 admin fee). So even though I have made contact myself by email, I get another snotty message today to pay up. I'VE BEEN TRYING TO PAY YOU FOR 5 DAYS!”

Helpful Report

Posted 2 years ago

Sorry to hear this, I have escalated this with the finance team and requested for someone to contact you. Thanks Angela at The HomeProtect Team.

Posted 2 years ago

“Appalling customer service. Very difficult to cancel policy.”

Helpful Report

Posted 2 years ago

Sorry to hear this Ross. We are experiencing high call volumes at present. I can see you managed to cancel your policy today. We are sorry to see you go. Thanks for your feedback. Angela at The HomeProtect Team.

Posted 2 years ago

“Unfortunately the low cost reflects the low level of service. Waiting over a week for a claim with no updates at all. Waiting over 1.5h to speak to a human after annoying repetitive news and irritating announcements only to have the call dropped when I’m out through. …I certainly won’t be renewing!”

Helpful Report

Posted 2 years ago

Sorry to hear this Stewart, that is not the level of service we would expect you to receive. Please can you send your policy details to resolve@homeprotect.co.uk and I will escalate this to the claims manager for you. Thanks, Angela at The HomeProtect Team.

Posted 2 years ago

“set up a policy with home protect then within a hour I was told they couldn't cover me because they had not me the right questions so was cancelled before it started they took a deposit of me now trying to get it back in touch with them to get a refund is impossible they have not replied to any of my emails and I have trying on and off for a week to phone them they never answer I guess I will have to go back to my credit card holder to get get my payment back Good look if you have a claim with them”

Helpful Report

Posted 2 years ago

Sorry to read of your disappointment, that is never our intention. I can see you called to make amendments to your policy and we were not able to extend cover for this. I have escalated this with the finance team and requested they issue your refund. Thank you Angela at The HomeProtect Team.

Posted 2 years ago

“Unreasonable exclusions to deny claims. Read if you have a lodger. Having had the misfortune of needing to make a claim, I thought I would share my experience. I encourage you to look carefully at these reviews. The positive ones are all about how easy it is to take out a policy, how helpful they are. The negative ones are all about claims, where they do everything possible to deny any payment. I have a house with solar panels. In order to be able to make a claim for damage to solar panels, you must buy Accidental Damage in your Buildings Cover. This also covers your underground water supply, between the meter and your house. I spent over an hour with the agent, to ensure I had the right cover, and was never told that because I have a lodger, I would have no accidental damage cover. I have always been keen to make sure that the cover I have is appropriate, so I was surprised to learn that, when I made a claim for my water supply, I was not covered. "Accidental Damage" was described as for windows, toilets, baths, etc. No mention of Solar Panels, which they knew I had on my house and no mention that my underground water supply would also not be covered. Because I have a lodger. If you can figure out the logic of that, please enlighten me. My Buildings cover refers to "escape of water", and even had a clause limiting claims to £7,500 for tracking where the escape of water is. So I thought I was covered, and initiated a claim. It was denied, because I have a lodger. By doing that, apparently, I now have to report to insurers that I made a claim - even though it was utterly unsuccessful by not being part of my cover - so my premium will go up for a non-existent claim. Go figure... A further update, as my renewal has just come up. My claim was denied because I did not have "accidental damage" for my buildings cover. The reason for that is that BECAUSE I HAVE A LODGER, the standard accidental damage cover WAS EXCLUDED . As my renewal came up, I asked about getting accidental damage cover (even though most policies see your water supply pipe as part of the building, and not requiring such additional cover) - AND IT IS NOT POSSIBLE TO OBTAIN, EVEN WITH AN ADDITIONAL PREMIUM. My advice: If you have a lodger, still well clear of Avantia. Or even if you don't, do not support this company with such a slimy pattern of weaselling out of paying claims. Seriously, how does having a lodger increase the risk to your water supply breaking? How did they even determine it was accidental damage since no one, NO ONE even came to look at it. Maybe it was ground movement. Maybe it was an act of god. Whatever, I advise you to not give them your money. The policy of seeing your underground water supply as requiring accidental damage to be cover, and then refusing to cover it because you have a lodger is unreasonable. Not making it clear what you would not be covered for, and making it clear that having a lodger excludes this cover is deceitful.”

Helpful Report

Posted 2 years ago

Sorry to read of your disappointment, that is never our intention. I can see that this was escalated to the Financial Ombudsman Service, and they decided to not uphold your complaint. We are sorry this is not the outcome you were hoping for Thank you, Angela, at The HomeProtect Team.

Posted 2 years ago

“My first experience with HomeProtect was disastrous. I signed insurance Policy Ref: C28/0673726 on March 18, 2022. What happened: I decided to change direct debit bank. I called and notified HomeProtect. On June 24, I received an official confirmation from HomeProtect about the change of bank details. However, when the time came for the next month payment (£78.39) the company used the old details (I was notified by the bank where I closed the account) and HomeProtect, of course, did not receive money. On June 30 HomeProtect notified me that my most recent instalment of £78.39 hasn't been paid, due to insufficient funds. I have been fined (£20) and I was informed that a loan agreement (at a rate of 12%) should come into effect. I called HomeProtect and begged them to use new payment details that I had previously informed them off and which they officially confirmed. In vain. They kept claiming that they used the new details. I contacted the new bank and got confirmation that HomeProtect has not made any attempt to collect the payment. What I did: I realized that I was in a dangerous situation. Having money, I could make a payment because of unprofessional and incomprehensible actions of HomeProtect. I called HomeProtect again and said I didn't want to make monthly payments. I want to pay the entire balance before the end of the contract in a lump sum. This conversation took place on June 30. My new bank confirmed that HomeProtect received the amount (£655.02) on July 1. Until now (today is the 10th of July 2022) I do not have official confirmation from HomeProtect that my financial obligations to HomeProtect have been repaid in full. My calls with inquiries to HomeProtect did not lead to any results. As a result: 1. I have already suffered financial losses (I paid a fine (£20) for HomeProtect mistake in the client's payment details). 2. I am in a state of uncertainty. The company refuses to acknowledge receipt of my money in the amount of £655.02. 3. All I hope is they don't try to get more money from me. My advice: NEVER USE HomeProtect! IT IS DANGEROUS!”

Helpful Report

Posted 2 years ago

Sorry to read of your disappointment Marina, that is never our intention. I have escalated this with the finance team and requested someone contact you to make this right. Thanks Angela at The HomeProtect Team.

Posted 2 years ago

“Home Protect state they cover legal issues. However, these are all outsourced to third party DAS Legal. Google them to see what an atrocious company. Home Protect explain they represent DAS Legal as their sellers only, but have no authority over them. Further, our policy makes no mention of DAS Legal nor that Home Protect purely sell on their behalf. In fact, the opposite: The insurance policy states Home Protect would "administer insurance working with reputable providers," and DAS Legal is not mentioned. This to be settled via Ombudsman and courts as Home Protect neither administer third parties listed in their policy, nor reputable ones, and have no control. The "resolve" email to Angela is a farse.”

Helpful Report

Posted 2 years ago

Sorry to read of your disappointment Ben. This has been escalated to our complaints team and someone will be in contact with you shortly. Thanks Angela at The HomeProtect Team.

Posted 2 years ago

“I had a underground burst pipe back in september. This soaked my carpet and base of 1 of my cabinets. The walls and floorboards were repaired. I have messaged on numerous occasions re the carpet and cabinet. Only to be ignored. Last email in April. Have not been able to use this room all this time. Not impressed at all. Don't seem to care.”

Helpful Report

Posted 2 years ago

Sorry to read of your disappointment, that is not the level of service we would expect you to receive. I have escalated this with the claims manager and requested you be contacted urgently. I will personally be keeping on top of this for you. Thank you Angela at The HomeProtect Team.

Posted 2 years ago

“Appalling customer service. After waiting 15 months for our house to be restored after a flood the new kitchen pipework their OWN contractor installed failed and flooded the house and caused more damage than the initial flood. Home Protect don't want to know. It's not covered because it's the pipework that failed... 12 month guarantee from the contractor is worthless. So we're left with an uninhabitable house yet again, this time caused by the insurer's own contractor, and we're back to square one, but with worse damage than we started with. It would have been better to never insure our home, save ourselves money, go through the flood and repair the damage ourselves much more quickly and to a considerably higher standard than the contractor did. The amount of financial hardship and stress this company, its underwriters, loss adjusters and contractors have put us through is unbearable. Avoid like the plague and use an insurance company that stands by its customers and uses contractors that know what they are doing.”

Helpful Report

Posted 2 years ago

Hi Louise, Sorry to read of your disappointment, that is not the level of service we would expect you to receive. I have escalated this with the claims manager and requested they contact you today. I will personally be keeping an eye on this for you. Thanks Angela at The HomeProtect Team.

Posted 2 years ago

“Had a policy for years without an issue. Took out a new policy on 12th March and cancelled on 15th March. Still waiting for a refund of original deposit. Enquired twice to be told refund will be issued in 3-5 days. No refund arrived yet.”

Helpful Report

Posted 2 years ago

Sorry to hear you have not yet received your refund. I have chased this up with the finance team, and will be in contact with you once I have an update, Thanks Angela at The HomeProtect Team.

Posted 2 years ago

Homeprotect is rated 4.4 based on 2,832 reviews