Homeprotect Reviews

Name: Homeprotect
Address: CI Tower, St George’s Square, New Malden
Rating: 4.39

4.4 Rating 2,692 Reviews

88 %

of reviewers recommend Homeprotect

Company Reviews

Metrics

Info

4.4

Based on 2,692 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Own Driver
Average Delivery Time	Next Day
On-time Delivery	Greater than 92%
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

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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

“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

“Quick and easy to take out a policy at a good price, documents were provided really quickly afterwards”

Helpful Report

Posted 2 years ago

Great to see you have had a 5 star experience with us! Thank you for your feedback. Angela at The HomeProtect Team.

Posted 2 years ago

“I was really surprised with the level of cover than I have secured for the price. It is also nice to have everything done online in cousins the documents emailed to me. This makes it much easier to manage and locate.”

Helpful Report

Posted 2 years ago

We strive to be the best and it's great to see you got the best! Thank you for your 5 star review. Angela at The HomeProtect Team.

Posted 2 years ago

“Initial set up was good and clear. As in accordance if there were any changes I had to notify - I was getting roof repairs but this went over time for completion and notified promptly but this meant an unexpected change, no big deal really , the clerk I spoke with was fine and double checked everything with her manager, her English was good but both our different accents made things a little more difficult”

Helpful Report

Posted 2 years ago

We're pleased to hear that set up was good and clear. Pleased that you managed to get everything added to your policy in good order. If you would like us to look into this any further, please send your policy details to resolve@homeprotect.co.uk. Dee at the HomeProtect team.

Posted 2 years ago

“There was some miscommunication and it took sometime to resolve this. I think the company was having personnel issues but I hope it’s all sorted now, especially on the customer service side.”

Helpful Report

Posted 2 years ago

We are genuinely sorry to hear of your experience, and would like to look into this further. Please send your policy details to resolve@homeprotect.co.uk, so we can look into this for you. Dee at the HomeProtect team

Posted 2 years ago

“Good value for money for the cover on the house contents and property insurance.”

Helpful Report

Posted 2 years ago

We aim to please Nickic! Thank you for your feedback. Angela at The HomeProtect Team.

Posted 2 years ago

“easy and explained well”

Helpful Report

Posted 2 years ago

We like to make your experience with us hassle-free Jason! Thank you for your 5-star review. Angela at The HomeProtect Team.

Posted 2 years ago

“Simple online application and very good value premium”

Helpful Report

Posted 2 years ago

We aim to please! Thank you for your 5 star review. 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

“I cancelled my policy within the 14 day cooling off period and was promised a refund in 3-5 working days. Ten days later I'm still waiting!”

Helpful Report

Posted 2 years ago

Sorry to hear of your disappointment, that is never our intention. I can confirm a refund was issued to you on 8th July 2022. Please do not hesitate to contact us at resolve@homeprotect.co.uk, if you need any further assistance. Thanks, Angela at The HomeProtect Team.

Posted 2 years ago

“Simple straightforward process and really good price covers, everything that’s needed.”

Helpful Report

Posted 2 years ago

We like to make your experience as enjoyable as we can! Thank you for your 5 star feedback. Angela at The HomeProtect Team.

Posted 2 years ago

“Quick response, easy to talk to, friendly and helpful”

Helpful Report

Posted 2 years ago

We aim to please Adrian! Thank you for your feedback. Angela at The HomeProtect Team.

Posted 2 years ago

“Did online quote with homeprotect coming out as top 3. Looked at what is included in the policy and purchased as this was the o e best suited to me. A great price and great after sales with a key fob to add to my keys as a info tag if anyone finds them there is a reward for the return and thought a great idea. Happy customer.”

Helpful Report

Posted 2 years ago

That's what we like to hear Mark! Great to see you have had a 5 star experience with us. Angela at The HomeProtect Team.

Posted 2 years ago

“Excellent price and home insurance to cover all types of property in our case a second home,which in the past is sometimes difficult to get . Extremely happy with what I purchased.”

Helpful Report

Posted 2 years ago

That's what we like to hear! Thank you for your great review. Angela at The HomeProtect Team.

Posted 2 years ago

“Home Protect Davis-Group protects AXA Profits! Not your homes!”

Helpful Report

Posted 2 years ago

Sorry to read of your disappointment Paul, that is never our intention. I can see we have sent you a final response letter regarding your complaint. Should you not be happy with the outcome, you do have the option to take this to the Financial Ombudsman, which we have detailed in the correspondence sent to you. Thank you, Angela at The HomeProtect Team.

Posted 2 years ago

“My issue was dealt with promptly, efficiently and very smoothly. I am extremely happy with the service and support I received”

Helpful Report

Posted 2 years ago

We are thrilled you have had a 5 star experience with us Warren! Thank you for your feedback. Angela at The HomeProtect Team.

Posted 2 years ago

“Very easy and quick way to buy house insurance online, it was also the cheapest quote by 20%. I would recommend to anyone!”

Helpful Report

Posted 2 years ago

We aim to be the best Mike! We're delighted we managed to save you money! Thank you, Angela at The HomeProtect Team.

Posted 2 years ago

“A very easy negotiated site ,excellent service and competitive pricing policy .A first rated service .”

Helpful Report

Posted 2 years ago

That's what we like to hear Andy! Thank you for your 5 star review. Angela at The HomeProtect Team.

Posted 2 years ago

“Thank you for the quick and quality delivery”

Helpful Report

Posted 2 years ago

If you're happy we're happy Samuel! Thank you for your feedback. Angela at The HomeProtect Team.

Posted 2 years ago

“Roof blew off in the storm earlier this year. Although it took a while they paid out in full and kept me informed throughout the process. Excellent job.”

Helpful Report

Posted 2 years ago

We strive to take on the stress of making a claim so you don't have to Mark! Thank you for your great feedback. Angela at The HomeProtect Team.

Posted 2 years ago

Homeprotect is rated 4.4 based on 2,692 reviews