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

“AVOID AT ALL COSTS. Quite happy to take your money for years, but when it comes to them actually doing anything, well you are in for a shock. Beware that unlike other insurers, your garage is an outbuilding, so cover is likely less than you expect. We had a fire in our garage, despite customers for years, no offer to over pay premium to cover our loses. Didn't even log our claim when we first called, followed up a week as they didn't contact us, and their response was that "oh we don't have a claim for you", and there was no explanation. Passed over claim to claims management company, that we have now chased three times, and literally nothing (no contact, no visits) has occurred 3 weeks after our fire, and we have to continually get in touch with them, so currently still waiting to be told when a surveyor might come out and visit. Our neighbours property was also effected by the fire and their insurer offered to send their team out the same week, says a lot”

Helpful Report

Posted 2 years ago

Sorry to read of your disappointment Mark, that is never our intention. Please can you provide me with your policy details to resolve@homeprotect.co.uk so I can escalate this with the claims manager. Thanks Angela at The HomeProtect Team.

Posted 2 years ago

“Convoluted and shambolic claims process. Months on from storm Arwen we are still waiting a resolution to our claim. Two quotes, appalling follow up (or lack thereof) from the subcontractor company called MA assist, sourcing and paying for our own condition reports, then a visit from a loss adjuster, all to be told we are under-insured based on the square footage of the house; Something I was never asked about during the quotes process. Absolute shambles”

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. Please can you send your policy details to resolve@homeprotect.co.uk so we can escalate this for you. Thanks Angela at The HomeProtect Team.

Posted 2 years ago

“Appaling insurance provider. AVOID. HomeProtect does not provide protection, they do not even provide excuses - they simply ignore you, for months. Read the reviews - all positive ones are from people who have never had to make a claim. I called HomeProtect to make a claim against my Policy, to be told "we accidentally cancelled your policy without telling you, our accounts made an admin error, goodbye". They eventually admitted error, reinstated my Policy, took my money, authorised my claim, but are now neglecting to pay me the money they owe me. If you call, you are put on hold for hours, day after day. So I am out of pocket, stressed, and struggling to take more time off work to sit on hrs of unreasonable holding pattern that amount to nothing.”

Helpful Report

Posted 2 years ago

Sorry to hear of your disappointment 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 so we can make this right. Thanks Angela at The HomeProtect Team.

Posted 2 years ago

“I agree with all the negative feedbacks. The automated phone is long winded. My claim following the storms has not been attended to and they sent me a renewal based on a fictitious claim back in July. I shall stop the automatic renewal. Never in 50 years have I had such poor service. 0/10”

Helpful Report

Posted 3 years ago

Sorry to hear of your disappointment Peter that is never our intention. Please can you send your policy details to resolve@homeprotect.co.uk so we can escalate this for you. Thanks Angela at The HomeProtect Team.

Posted 2 years ago

“I can only assume the 5 and 4 star reviews are fake, this company is a joke. I submitted a claim back in January (3 months ago, so much for 'someone will get back to you in 2 days') and I've received no response, I made a complaint about receiving no response, and I received no response from the complaint. I've phoned up, but have also received no response after being on hold for half an hour at premium phone rates. I messaged on facebook, and received no response. I guess it's a pretty good business model - you don't have to pay out if you ignore your customers claims!”

Helpful Report

Posted 3 years ago

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

Posted 3 years ago

“I'd give zero if I could, as I've not had any service at all in getting an answer on my claim. Calls aren't answered. Promised call-backs via twitter don't happen. Three weeks and waiting. Just rubbish.”

Helpful Report

Posted 3 years ago

Sorry to hear this. Please can you send your policy details to resolve@homeprotect.co.uk so we can escalate this for you. Thanks Angela at The HomeProtect Team.

Posted 3 years ago

“extremely poor service and some unethical sub contractors be very careful kn choosing this company”

Helpful Report

Posted 3 years ago

Sorry to hear this. If you would like us to investigate this for you. Please send your policy details to resolve@homeprotect.co.uk. Thanks Angela at The HomeProtect Team.

Posted 3 years ago

“Into second month since I had a flood. So many calls asking for a manager you would not believe. No call backs What I have had to do as no one from Home Protect has been sent to make an assessment Stopped leak Sent pictures, video and had real time video chat x2 Gotten two quotes Removed damaged plasterboard and insulation on walls and ceiling. Given all measurements Removed damaged skirtings Taken everything to landfill Electrian to check lighting and remove damaged hard wired smoke alarm. I have had to get contractors in to carry out the work as after 5 weeks home protect couldn’t get anyone to do the work for them. I wonder why ! Maybe the reason was because they wouldn’t cover the price of materials nevermind labour. To date has cost me £9500.00 Home protect emailed today with a £2300 offer Avoid this company !!!!!!! Today I was informed 8 weeks for my complaint to be addressed”

Helpful Report

Posted 3 years ago

Sorry to hear this James. This has been passed to the complaints team and someone will be in contact. Thanks Angela at The HomeProtect Team.

Posted 3 years ago

“Insured for over 11 years. Made the first claim and trying to speak to anyone is an absolute joke. They don’t respond to emails. Would never use them again. Eventually spoke to an arrogant manager who was so patronising on the phone. Avoid”

Helpful Report

Posted 3 years ago

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

Posted 3 years ago

“Most of these reviews are reviews on the customer side, I actually worked on the frontline in Customer Services and 1 sales call over 6 weeks on a remote working form home basis in Sheffield. Avantia Insurance/HomeProtect, 1 is a trading style of Avantia Insurance. They use Webhelp/GoBeyond Partners. I am not really impressed with the reviews I have seen anyway but my online training group was more like the Bash Street Kids than a professional group of candidates giving their all in 6 weeks. It was a nightmare. The Reed Screening company lost my character Reference and had to ask for it again. I asked what happened to the first one, possible data breach, sent somewhere else, misplaced file. They stayed silent, never put anything in writing for 4.5 weeks. If we look at the assumption that a Nutritionist what goes in gives you the results outside. A construction company using bad materials. I have been a Business Development Manager 10-15 years of telephone sales, clarity of voice, control a call, a smooth reading voice for the insurance scripts, I would say 4/5 of us out of 14 had that. Fast food workers, students, care workers and we lost 4 in first few weeks. They just want you to get through the course and a body on the line even if they are not up to standard in my opinion. I would have taken on 6 if senior management. I heard swearing down the training line, some candidates were non existent in training, swearing, 1 was doing the home remote working and in a car with stereo playing. WEBHELP have a look at their ratings online and Avantia/HomeProtect trust this company to deal with their training/candidate selection. I feel sorry for the insurance customers long waiting queues on line, lower quality advisors I truly can say getting through to Accounts was the worst (transferring customers), but override team, Referrals, Renewals and calls taking 1 hr plus I now know why. Finally, I they found a reason to get rid of me, my delivery from Webhelp computer equipment in a battered box. I will say 1 final thing for a the advisors its a 6 week course which is never enough, it takes years to master the role (Customer Services) but at least match the candidates. The lady trainer had no control of group at all.”

Helpful Report

Posted 3 years ago

“Disgusting. Had a claim in since September for a leak. You pulled my floorboards up and took plaster of the walls to dry it off. Took the drying machines away. Then nothing and have left me out of pocket for the drying machines that were used 24hours 7 days. I was promised an electricity refund. Nothing. My plans to have a family Xmas in this room look like they have gone. Wouldnt touch these with a bargepole after this. Still no contact even though have messaged them.”

Helpful Report

Posted 3 years ago

We're sorry to read of your disappointment that is not the level of service we would expect you to receive. We have escalated this to the claims manager and requested they contact you. Angela at The HomeProtect Team.

Posted 3 years ago

“Pleasant and patient customer service. Felt valued.”

Helpful Report

Posted 3 years ago

Thank you for your feedback Uma. We would appreciate it if you would think about amending your star rating to reflect the service you have received? Thanks, Angela at The HomeProtect Team.

Posted 3 years ago

“SCAMMERS. Avoid insuring with HomeProtect AT ALL COSTS!! It may seem easy and cheaper to purchase insurance from Home Protect in the short term, but from experience they will do anything not to pay out. One year and seven (19) painful months and they have still not repaired our flooded basement. An exposed man-hole emitting a strong stench of sewage, damaged soft furnishings in a rotting pile outside next to the children's trampoline attracting rats for this whole period. They do not respond to emails/answer the phone, I assume in the hope that you go away. Or your circumstances change so they do not have to pay out. Their loss adjusters, The Davies Group, are hideously effective at ONLY one thing - avoiding you. They have not been in contact for 8 months, shocking really. We even got the financial ombudsman involved which led to a bare minimum of movement from them (Home Protect), then nothing. The Financial Ombudsman have just re-started the complaint. I cannot warn anyone strongly enough, DO NOT BUY HOME INSURANCE FROM HOME PROTECT! I see positive reviews for Home Protect on TrustPilot when people take out policies, then negative one's when they claim. Forget the fact they are underwritten by AXA, I've never heard from them (AXA). Enticingly cheap in the short term but you may as well not have the policy because they do not pay out. My honest advice, from a horrifying experience, is to pay a little more to be sure you are actually insured.”

Helpful Report

Posted 3 years ago

Sorry to hear of your disappointment that is never our intention. As this is now with the Financial Ombudsman I am unable to comment further. Thanks, Angela at The HomeProtect Team.

Posted 3 years ago

“I do not like to complain but unfortunately this time it was a very stressful process that left me frustrated and worn out. I had spent a lot of time looking at other Companies but yours seemed to match what I was looking for as it wasn't a straightforward situation. I was put through to a lady who was working from home she was very helpful but had to put me on hold several times while she spoke to her boss. It just seemed to go on and on and on. In the end I had no idea if I had ended up with the right Policy! I shall keep it for the time being. My biggest concern was all the 'extra' add on's she was asking if I was interested in, so fed up I just kept saying 'no!' Before this phone call I had topped up my Pay as you Go mobile with £95 I made one other call only to find my balance at the end of it was zero!!! I was very angry and felt this lady, nice as she was, should have offered to call me back once she had spoken with her Supervisor and therefore not costing me such a lot for a phone call.”

Helpful Report

Posted 3 years ago

Were sorry to hear of your disappointment that is never our intention. I have fed this back to our team. If you wish to go over your cover please send your policy details to resolve@homeprotect.so.uk and I will arrange for someone to contact you. Thanks, Angela at The HomeProtect Team.

Posted 3 years ago

“You only know how good a company is when you have a claim. I used their 24hr claims line but was told they don't have authority to approve any work. I phoned them at 7:30 am and was told they would contact me during office hours. It is now 12:30 and no call. I tried calling their claims line again (using different phone) and have been on hold for 3 hours. Today is possibly an exception due to last night's storm But I have a dangerous roof with loose tiles that could blow off at any time. I tried emailing but their reply states a 2 day timescale. Roofers are very busy in area and I was hoping my insurer could help me. Very frustrating (and dangerous).”

Helpful Report

Posted 3 years ago

Were sorry to hear about your experience, we are currently experiencing a high volume of calls due to the storms. I have escalated this to our claims team and someone will be in contact with you as soon as possible. Thanks, Angela at The HomeProtect Team.

Posted 3 years ago

“I have a house policy with you ,l had a email saying my policy was coming to a end and would be renewed on the date The next was the money was taken from my bank with no paper work or email to confirm my payment and my new policy. That was a month ago now today had a email asking me to enter a draw for results of your service”

Helpful Report

Posted 3 years ago

Sorry to hear of your disappointment. Please can you send your policy details to resolve@homeprotect.co.uk and I will send your renewal documents via email. Thanks, Angela at The HomeProtect Team.

Posted 3 years ago

“I received no notice of renewal at all. The first that I knew of it was when I saw the sum charged in my bank statement. I don't regard this as adequate.”

Helpful Report

Posted 3 years ago

Were sorry to hear of your disappointment Peter that is never our intention. We do send your renewal invite 30 days before the renewal date. If you could send your correspondence details to resolve@homeprotect.co.uk we will be able to confirm that we have the correct details on file. Thanks, Angela at The HomeProtect Team.

Posted 3 years ago

“I wish I had checked prices with other insurers as they are very expensive this year and I just let it roll on , it seems there is no loyalty with staying with them , I definitely won't be with them next year for my building insurance nor will my wife who pays for the contents lnsurance”

Helpful Report

Posted 3 years ago

Were sorry to hear of your disappointment Greg that is never our intention. We do aim to offer the best prices we can each year. If you need to make any changes to the policy that may bring the price down please send your policy details to resolve@homeprotect.co.uk and well be more than happy to help you. Thanks Angela at The HomeProtect Team.

Posted 3 years ago

“Contacted customer services 3/4 weeks in advance, as I was going to be away at renewal. No information about renewal was available. Representative said she would arrange for documents to be sent by email instead of post nearer the time. This never happened. Consequently I was forced to allow auto-renew to go ahead, and accept the usual loyalty price-hike.”

Helpful Report

Posted 3 years ago

Sorry to hear of your disappointment that is never our intention. I have passed your feedback onto the relevant team and emailed your documents to the address we have on file. Thanks Angela at The HomeProtect Team.

Posted 3 years ago

“New customer, clear and easy to use through comparison site. However, after reviewing the reviews I will hold judgment and then decide to move if need be. Sounds like existing customers get no rewards”

Helpful Report

Posted 3 years ago

We are positive you will not be disappointed and will amend this review to a 5 star! Thank you for your feedback. Angela at The HomeProtect Team.

Posted 3 years ago

Homeprotect is rated 4.4 based on 2,832 reviews