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

“If you've lost money, don’t lose hope! Mrs. Bruce Nora helped me get mine back. Get in touch with her at +1 (251) 332-9853.”

Helpful Report

Posted 1 week ago

Thank you for your review, Scarlett. For any concerns, you may please contact our customer service from here: https://www.homeprotect.co.uk/contact-us Thanks, The Homeprotect Team.

Posted 1 week ago

“started off very well, downhill after about a week, still waiting on replies, getting emails that are not relevant to my claim, and duplicating info”

Helpful Report

Posted 1 month ago

We're sorry to hear this, Sue. A complaint has already been raised on this. You will hear from the team shortly. Thanks, The Homeprotect Team.

Posted 3 weeks ago

“My electric had gone out in the downstairs part of my home only early evening (every appliance including fridge freezer was out and it wasn’t due to a storm). I telephoned requesting an urgent electrician to be sent out explaining the situation, only to be told it would probably be 48 hours before an electrician would be able to come out. If this is classed as your urgent work, I dread to think how long non urgent work takes. We ended up getting our own Electrician out. Also your prices have risen up per month appallingly, something needs to be done.”

Helpful Report

Posted 1 month ago

Sorry to read of your disappointment. I have raised this to our complaints team who will be in touch shortly. Thanks, The Homeprotect Team.

Posted 3 weeks ago

“I've been a customer for less than 48 hours, and I've already had two emails asking me to write a review. I find this deeply intrusive and annoying behaviour. Not to mention, how on earth could I give a fair idea of anything in such a short time? Even if I'd been burgled at the stroke of midnight, I probably would't even have a crime reference number yet. ALL companies should just stop it. This mania for demanding reviews is horrible.”

Helpful Report

Posted 1 month ago

Sorry to read your disappointment. I have taken your feedback and raised with the change team for you. Thanks, The Homeprotect Team.

Posted 1 month ago

“New policy schedule for 24/25 is dated a year ago (2023) and the period of insurance is a year out of date (23-24). This email asking about my renewal experience details a policy from 2 years ago (28 Nov22) !”

Helpful Report

Posted 2 months ago

Sorry to hear this. I request you to please reach us via webchat at the following link: https://www.homeprotect.co.uk/contact-us, or contact our phone support at 0330 660 3694. Our opening hours are Monday to Friday from 9 am to 8 pm, and Saturday from 9 am to 1 pm and we’ll investigate this right away. Thanks, The Homeprotect Team.

Posted 2 months ago

“I have been with Home Protect for some time to insure my combi - boiler and receive a yearly service. This years service saw my boiler condemned - although there were no problems with it prior to the visit. No explanation was given except a scant 'general leak' written on the service sheet. Upon telephoning the companty who serviced the boiler I was told they had emailed Homeprotect. Upon telephoning Homeprotect I was offered £49.21 to replace my boiler. No question of repair, no discussion about how to replace it. Needless to say I have cancelled my DD, have a new boiler and won't need to insure it since it guaranteed for 10years and a service only costs £65. I may as well have done this and saved the insurance money each month. Once again trying to gain peace of mind through insurance is a waste of money.”

Helpful Report

Posted 3 months ago

Sorry to read of your disappointment. I have raised this to our complaints team who will be in touch shortly. Thanks, The Homeprotect Team.

Posted 3 months ago

“Terrible service ! Got e mail saying “ click here “ to get an e mail from Homeprotect with a link or instructions how to access my account. Tried this twice without success. Checked spam and not gone there either. Hopeless if this is how it starts !”

Helpful Report

Posted 3 months ago

Sorry to read of your disappointment, Vince. I kindly request you to reach us via webchat at the following link: https://www.homeprotect.co.uk/contact-us, or contact our phone support at 0330 660 3694. Our opening hours are Monday to Friday from 9 am to 8 pm, and Saturday from 9 am to 1 pm, we’ll get on this right away to assist you further. Thanks, The Homeprotect Team.

Posted 3 months ago

“Submitted a claim. Then decided to cancel it as the cost to make good damage was less than the excess. Homeprotect refused to cancel the claim. I now have a claim on my record where they have paid out zero pounds. As a result my premium has gone up from 450 pounds to nearly 1000. Also, don't touch the emergency cover....they couldn't raise a plumber to fix a leak so had to get our own. Awful. Now heading to the insurance Ombudsman to try and get the non claim canceled.”

Helpful Report

Posted 3 months ago

Sorry to hear this, Andy. Could you please contact our customer service from the link given below so that this can escalated? https://www.homeprotect.co.uk/contact-us

Posted 3 months ago

“In January 2024, during a cold snap, the water main supply pipe for our property burst. We were relieved to discover that our insurance with Home Protect covers the repair of the pipe, but the relief was short lived. Nearly nine months later and our burst pipe still hasn't been fixed, and there has been hundreds of litres of water leeching into the ground daily during this period. My wife and I have spent hours on the phone trying to get this issue resolved, without success. To make matters worse, the handling of our claim has been handed off to several different companies, each supposedly necessary to ensure the matter is resolved, but sadly it has been months of obfuscation, misinformation, zero communication, and a litany of excuses and ineptitude. The only communication we have received is to say that "we are waiting for a report," or "this is being escalated so we can get it resolved," or "we're waiting to hear from X, so we can get yet another report, which will say exactly the same thing as all the other numerous reports which we've been waiting for, but nobody knows what to report, or who to report it to, because we haven't got a clue about anything!" We currently have an Olympic sized swimming pool forming right next to our house, with the potential risk of water damage to the foundations, and when we try to convey the seriousness of the matter in hope of action being taken, we are just met with silence, or a poor attempt to convince us that they are taking the matter seriously. I look forward to Home Protect responding to this review with the usual generic response, designed to feign concern.”

Helpful Report

Posted 5 months ago

“My life savings were taken by this organization i and my friend invest in and could not get paid which they ask to pay some amount which is not possible, but thanks to Spec.trum-Crest I got them back.”

Helpful Report

Posted 6 months ago

“COWBOYS 100% DO NOT USE HOME PROTECT AVANTIA AND AXA THE UNDER WRITTER J13/0470546 STOLE FROM MY PROPERTY HAD TO CANCEL THE POLICY ,THEY DO NOT PAY OUT AFTER 7 YEARS OF BEING A LOYAL AND STRAIGHT CUSTOMER. THEY ARE ROOD ,CONTRADICTING ROBBERS POLICE OMBUDSMAN AND SOLLICITORS INVOLVED FROM NEXT WEEK ,AND THE PRESS ARE INTERESTED AS I HAVE THE CCTV AND CRIME NUMBER FROM THESE COWBOYS”

Helpful Report

Posted 6 months ago

Sorry to hear this George, that's not the level of service we would expect you to receive. have looked into this for you and have escalated this to our complaints team who will be in touch with your shortly. Thanks, The Homeprotect Team.

Posted 6 months ago

“Disgraceful customer service from a team member unwilling to help and wasn't bothered if I went elsewhere led to me putting in official complaint all resolved now but terrible experience”

Helpful Report

Posted 8 months ago

Sorry to hear this, Akbar. That's not the level of service we expect you to receive. I have looked into this for you and can see that we have taken action on this matter. We will ensure that this does not happen again in the future. Thanks, The Homeprotect Team.

Posted 8 months ago

“It's a scam. Homeprotect has continually failed to pay out a single penny over 8 months and now I have nowhere to live. I have had 2 builders make quotes, which they thought was too much. They have had a builder make a quote for the drying process before work could begin and that was too much and then they got a loss adjuster involved who recommended an amount which hasn't been paid. The issue was caused by an escape of water in October, but because they refused to pay out the quotes the problem has progressed and rotted a joist which after 4 more months collapsed on top of a pipe. The water has been cut off for the whole house and we are trying to rely on friends to accommodate us and booked some nights in a hotel. They won't speak to me on the phone hiring some other company called Davies to answer the phone. Davies can't tell me what's going on with the claim, only that they're waiting for homeprotect and I can't negotiate or explain to homeprotect how urgent it is because Davies have no authority to decide anything about the case without homeprotects say so.”

Helpful Report

Posted 8 months ago

Sorry to hear this Graeme, that's not let the level of service we would expect you to receive. I have escalated this for you to our senior management. Thanks, The Homeprotect Team.

Posted 8 months ago

“Homeprotect (trading name) protects the profits of Avantia Insurance Limited CEO Mark Eastman formally of WebMoney Limited. For claims they out source and hide behind the Davis Group Limited CEO Dan Saulter.I have been fighting for a claim for 2 years 5 months since Storm Franlin 2022 storm damage! There system broken they don,t even have a complaints email that works. Here is one last chance for you to get this sorted. HomeProtect PolicyA03/0649664 Claim- 75166459136”

Helpful Report

Posted 8 months ago

Sorry to hear this, Paul. We have already raised a complaint on this for you. Our complaints team will be in touch shortly. Thanks, The Homeprotect Team.

Posted 8 months ago

“I made a claim on 17 January 2024 concerning a water leak. I have had 2 visits from them to assess the source of the leak (on 1 February and 14 March). Since then no action has been taken other than offering £100 compensation for their delays. Communications truly awful and they show no sense of urgency. 4 months have now elapsed since making my claim.”

Helpful Report

Posted 10 months ago

Sorry to hear this. We have looked into this for you. Our complaints team is now handling this. Thanks, The Homeprotect Team.

Posted 10 months ago

“AVOID THIS SCAM COMPANY AT ALL COSTS…… AVOID THIS SCAM COMPANY AT ALL COSTS… Payed my insurance premiums to this company only to be told after 4 months of having a hole in my roof that it’s down to poor workmanship and my claim is not covered. There is no customer services with home protect they just don’t call you back for nothing… a one off storm event has nothing to do with the condition of the roof.. please do not use this company as they will take your money and not cover you and remember the surveying officer that comes to the property is the wolf in sheep’s clothing for home protect this claim was all ways getting declined. DO NOT USE THEM 100% fraudsters.”

Helpful Report

Posted 11 months ago

Sorry to hear this. We have looked into this for you. Our complaints team is now handling this. Thanks, The Homeprotect Team.

Posted 11 months ago

Helpful Report

Posted 11 months ago

“I was insured with Home Protect for 8… I was insured with Home Protect for 8 years until today. Never again, I cancelled my insurance due to underhand tactics to charge me more for my policy due to their own errors. The company simply does not speak English, they deal in riddles and so many get out clauses their service is worthless. I could not get a straight conversation with their representative today. There are many more insurers out there who provide a much clearer and friendlier and honest service out there. I wont touch this company again and suggest that anyone considering them looks elsewhere also. I shall write a more detailed and scathing review when I have more time but wanted to put up this warning immediately to hopefully avoid others considering using them from having the same awful experience!”

Helpful Report

Posted 1 year ago

Sorry to read of your disappointment. I can see a complaint has been raised and someone will be in contact. Thanks Angela at The Homeprotect Team.

Posted 1 year ago

“Your insurance history will count very badly with this company. Tried to get insurance for a second home we are looking to buy, but because current property was flooded 3 years ago , they will not insure the second home for flood or storm damage. They seem to think that the risk of flood follows YOU around in some biblical fashion perhaps. Crazy logic.”

Helpful Report

Posted 1 year ago

Sorry to read of your disappointment. If you would like to discuss this further, please send your concerns to resolve@homeprotect.co.uk. Thanks Angela at The Homeprotect Team.

Posted 1 year ago

“Let me start by saying that Homprotect is a disorganized scam machine. We had to wait 3 weeks for a surveyor to come out after storm damage. We were handed a report that said the damage was purely one off down to Storm by their surveyor, Who told us we were covered and would receive 1600 for the repairs. 3 weeks of chasing them for payment they said you are not covered because the damage was due to wear and tear. I said this is nonsense and not what your surveyor told me, send me a copy of the report. 10 phone calls later no report. I then informed them of their surveyour report I have a report at which point they changed their story. they said although the damage is internal due to the storm, and purely due to the storm as their surveyor said there is no damage outside like broken roof tile ????????????/!!!! the water leaked purely due to a storm and nowhere in the policy does it say unless damage outside will internal damage not be covered I am sure if there were broken roof tiles they would claim this wear and tear. They still refuse to send a copy of the report. They are running a pure scam and backtracking on everything. Having to submit SAR to get a copy of the record and the report and will take them to the Ombudsman. As a warning stay away from them they are a company that breaches every FCA regulation there is. They can not even send you a formal complaint number”

Helpful Report

Posted 1 year ago

Sorry to hear this Marwa. I have escalated this with the claims team and requested they contact you. Thanks Angela at The Homeprotect Team.

Posted 1 year ago

Homeprotect is rated 4.4 based on 2,832 reviews