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

“New to buildings insurance, picked Hone Protect for claiming to provide the same cover as elsewhere for half the cost. Complete nightmare. Never, ever again. When my contents insurance came up fur renewal this year I shopped around- Hone Protect was again the cheapest at around half the price of all others. No chance. I renewed and stayed with my original contents insurer. I’d rather pay DOUBLE the monthly costs to know if I need to claim I won’t get the completely shameless avoidance tactics and bullying than pay half the cost for a con!”

Helpful Report

Posted 3 years ago

Sorry to hear we've disappointed you. It is never our intention to leave our customers feeling this way. Please send us your policy number and we will investigate this further for you. Email: resolve@homeprotect.co.uk Regards, The HomeProtect Team

Posted 3 years ago

“I had to phone 4 times to sort thing out. you will not answer my email I sent. If I could get a different insurance I would but as the properties if unoccupied I don't get a choices.”

Helpful Report

Posted 3 years ago

We are very sorry to hear about your experience. Please send us your policy number and we will investigate this further for you. Email: resolve@homeprotect.co.uk The HomeProtect Team

Posted 3 years ago

“Endless telephone loop and nobody calls back.”

Helpful Report

Posted 3 years ago

I'm sorry to read that you've had trouble getting through to us. If you would like to drop an email to resolve@homeprotect with the details of what you need help with, and I can look into this for you. Zoe from the HomeProtect Team

Posted 3 years ago

“WARNING !!! I WOULD NOT WASTE YOUR TIME AND MONEY with this compny. Very bad experience. I was sold a policy for a number of years and detailed my requirements in a phone call and to be sold an agreed policy only to be casually told recently that I should not have been sold the policy and it was not valid. This was Homeprotects fault AS RECORDED TELEPHONE CALLS PROVE. I have been distraught that my home was at risk and in effect uninsured due to their fault. Raised the issue to them at a higher level only to be fobbed off and now not returning my calls or emails. Now escalating to the financial ombudsman. I WOULD NEVER EVER DO BUSINESS WITH THESE PEOPLE AGAIN!!!!”

Helpful Report

Posted 4 years ago

I'm sorry to read that we've disappointed you in any way. Your complaint has been responded to accordingly and a final response was issued. As advised if you do remain unhappy with this outcome, you have the right to escalate your complaint to the Financial Ombudsman Service (FOS). As you have mentioned that this is already the case, we're unable to discuss the complaint any further. They will provide us with an impartial decision and we will adhere to their ruling as always. Zoe from the HomeProtect Team

Posted 4 years ago

“This company will put you on auto renewable mode without letting you know properly. This will charge higher premium. If you are not the one who check your bank accounts regularly, then I would advice not to go for them. BE aware of them !!!”

Helpful Report

Posted 4 years ago

I'm sorry if there was any confusion surrounding auto renewal, it's certainly never our intention to leave our customers feeling this way. Whether a policy is taken out over the phone or online, it is stated in our terms and conditions that are agreed to, that policies are set to renew automatically. We do this to ensure that you are fully insured without a break. This protects your property and belongings in the event of having to make a claim. We are required by the Financial Conduct Authority to send paper copies of renewals out via post one month before renewal to allow our customers time to shop around. If this didn't happen, please email over your policy and contact details, and I will ensure this is investigated further. Email: resolve@homeprotect.co.uk Zoe from the HomeProtect Team

Posted 4 years ago

“Policy for an un-occupied property. Contacted by media support and still not resolved. NO CONTACT from Home protect. Poor service for dealing with bereavement. Found this review on my late husbands email to renew the policy.”

Helpful Report

Posted 4 years ago

I'm sorry to read that we've disappointed you in anyway. If you are able to send me an email with the details I would like to investigate and get this issue resolved by you. Email: resolve@homeprotect.co.uk Zoe from the HomeProtect Team

Posted 4 years ago

“Watch out, I am in a serious dispute. The terms of my policy as sold clearly indicate that water escape other than fixed internal are not covered. However their claims process rejects all water escape. A very unethical procedure to take.”

Helpful Report

Posted 4 years ago

I'm sorry to read that you've had a bad experience with us. It's never our intention to leave our customers disappointed in us. I'd like to investigate this further for you and see what happened. If you could please email me your policy details, I'll get this looked into. Email: resolve@homeprotect.co.uk Zoe from the HomeProtect Team

Posted 4 years ago

“Buy Home Protect at your own risk. They use a company called Davies, who handle the claims and are possible the worst company I have ever dealt with. I am utterly disgusted with the standard of service from what is basically a service company. Claim started in June 2020 and still not resolved. I'd love for someone to contact me from home protect, so I can explain how poor the service has been. Go on I dare you. Shame you can't score ZERO stars. Please be aware if you are going to buy Home Protect home insurance then one day you may have to deal with Davis.”

Helpful Report

Posted 4 years ago

I'm sorry to read that you've been unhappy with the service you've had during your claim, this isn't the level we would expect you to receive. If you could please email me your claim number to the address below, and I will do what I can to help get this resolved. Email: resolve@homeprotect.co.uk Zoe from the HomeProtect Team

Posted 4 years ago

“I am yet to get a call back on a simple claim, three weeks in had to make another call last week to chase, was assured will get a call back still waiting. I hate to think what would happen if I had a big problem, I will not be insuring with Home protect again.”

Helpful Report

Posted 4 years ago

Sorry to hear we've not come back to you regarding your claim. If you could please email over your claim number and I will get someone to call you with an update. Email: resolve@homeprotect.co.uk Zoe from the HomeProtect Team

Posted 4 years ago

“Never use Terrible customer services of axa .leak of Toilet for sometime .submitted pics And because of covid will not visit.made a decision on some jumped up sales man .rotted floor ,under floor amd plastic .u Dee watch all this was concrete wet through .but denied our claim”

Helpful Report

Posted 4 years ago

I'm sorry to see this Tracey, it's certainly never our intention to leave our customers feeling this way. Please send your claim reference number and I will investigate this further for you. Email address: resolve@homeprotect.co.uk Zoe from the HomeProtect Team

Posted 4 years ago

“Awful company”

Helpful Report

Posted 4 years ago

Sorry to read we've disappointed you in any way Paolo. If there's anything I can do to put this right, please do email me your details and I will see what I can do to resolve an issue that you have. Email: resolve@homeprotect.co.uk Zoe from the HomeProtect Team

Posted 4 years ago

“Take your premiums each month, don't pay out on valid claims, communication is extremely poor, would never use again”

Helpful Report

Posted 4 years ago

I'm sorry to read that we've disappointed you Lesley. I've responded to your Tweets and I hope this helps resolve your issue. Zoe from the HomeProtect Team

Posted 4 years ago

“We had a house fire on 21st December. We had zero support or help from this insurer. 3 weeks with no sockets in the whole house and no heating. Initially their response was ‘we can’t do anything, we are not an emergency service’, so much for a duty of care! This Wednesday a very competent electrician came out and recommended installing emergency heating immediately as a risk of frozen pipes. This had to be signed off by the insurance company and could be done immediately....... nothing again. So will call Home Protect again tomorrow followed by a call to Financial Conduct Authority.”

Helpful Report

Posted 4 years ago

I'm sorry to hear about your fire Richard. This isn't the level of service we would expect you to receive and I would like to investigate this further. Please email your policy detail and I will look into this. Email: resolve@homeprotect.co.uk Zoe from the HomeProtect Team

Posted 4 years ago

“Totally inept and wholly inadequate response to a house fire I and my family suffered. Slow to respond and provided incorrect assessments of the property. 8 days after the fire we've still not had any action taken and have had to do most of the running around ourselves. Certainly would not recommend their services, please do look elsewhere. If I could give them less than 1 star I certainly would.”

Helpful Report

Posted 4 years ago

I’m sorry you felt let down when you needed us, making a claim of any nature can be stressful, so we would never want to add to this. I've looked into this for you and the Claims Team will be in touch to give you an update on how it's progressing. Zoe from the HomeProtect Team

Posted 4 years ago

“Absolute disgrace handling of my claim! Full of empty promises, customer service the worst i have ever encountered”

Helpful Report

Posted 4 years ago

It's always disappointing to know we've been unable to meet the expectations of any customer. We're really sorry your claim wasn't covered on this occasion. Zoe from the HomeProtect Team

Posted 4 years ago

“I have been asked to provide feedback for the insurance service I have received. I have been given no other details about which particular service it relates to. Overall communication from the insurance service is poor and this once again reiterated the lack of communication. I would be most grateful if you could provide me further details about the service. It would also be helpful to receive notification and quote for renewal in advance with more notice.”

Helpful Report

Posted 4 years ago

Sorry to hear that you've been unhappy with our service. We write to customers one month before their renewal is due, to allow them time to shop around. If this wasn't the case please do send me an email with your policy details and I will investigate this further. Email: resolve@homeprotect.co.uk Zoe from the HomeProtect Team

Posted 4 years ago

“Suffered a fire in my house - home insurance is supposed to give some comfort in such a terrible situation, yet this company doesn’t even bother to reply. 7 months since I claimed!! I’ve chased countless times. The worst customer service I’ve ever experienced! Get to back to me!”

Helpful Report

Posted 4 years ago

Sorry to hear about your fire I do hope everyone is ok, and I apologise for any delays that have taken place. As mentioned in another review of yours,my colleague is currently investigate this further for you and will be in touch within the next 24 hours to get this resolved. Zoe from the HomeProtect Team

Posted 4 years ago

“Been a customer with this company for 7 and a half years paying £35 per month continuously. Made 1 claim 1st time ever a few weeks ago, arranged an engineer to come out to do a track a trace as water was leaking somewhere and I had to pay £100 out of my own pocket and was advised by call handler I would be covered up to £7500 for a new bathroom. 1 week later receive call from conor flynn claims handler to be advised word for word we cannot do anything for you as this is due to failed grouting and sealant, ok thanks have a nice day then hangs up. No apology no offer for assistance or advice or explanation. Policy is misleading and not clear. Cancelled with these crooks took my business to Hsbc and saved £180.42 per year and confident will get better service, these guys are on the ball when it comes to taking your money but slow when comes out to a claim robbers.”

Helpful Report

Posted 4 years ago

“Put a claim for flood damage after storms 26th August. 3 months and 3 surveys later and no work has started yet. No-one replies to my emails either. Disgusted”

Helpful Report

Posted 4 years ago

Sorry to hear that you've had delays with your claim, this isn't the level of service we would expect you to receive. If you could please email me your policy/claim number I can get the Claims Team to get this resolved for you. Email: resolve@homeprotect.co.uk Zoe from the HomeProtect Team

Posted 4 years ago

“Upgraded existing policy. Documents emailed contain old policy without incorporating amendments or additional cost paid. Two emails sent by me to try to rectify but no response to date.”

Helpful Report

Posted 4 years ago

Sorry to hear you've had issues with your upgraded policy. If you could please email me your policy number and details you need updating I will make sure this is resolved for you. Email: resolve@homeprotect.co.uk Zoe from the HomeProtect Team

Posted 4 years ago

Homeprotect is rated 4.4 based on 2,832 reviews