Policy Expert Claims Reviews 

Quick and efficient. It’s pretty annoying that you can’t talk to a human, but messages are responded to within a day

Fast efficient and easy to use portal

I was able to get my claim sorted quickly with help from your staff they made everything easy for me.

Elijah was friendly, professional and happy to answer all questions. Work was carried out in a professional and careful manner, with multiple check-ins to make sure I was fully informed.

Really happy with the way it is being delt with couldnt fault anyone realy helpful and excelient comunication from all

I am just short of my 80th birthday and not too sharp at answering all of the questions using your portal. However, everyone I spoke to @ trinity claims was very helpful.

Efficient service and extremely satisfied with the outcome and speed of resolution of claim.

Liam was a very polite chap and very knowledgeable and explained everything to me,😁

Great experience with a call handler he could not help me enough Mr Long was brilliant and knowledgeable he has kept a difficult situation as stress free as possible

I have recently had a house fire and was stressed out to the max. This call handler MR lief long was amazing did not mind the constant calls and stupid questions and was empathetic to my situation and made me feel at ease. He has made my experience with this company so easy

It appears I am only at the start of my journey, but Michael deveraux the claims handler dealing with my case has been amazing, he kindly listened to me, understanding my worry, anxiety and disability needs. He has quickly dispatched a Structual engineer, drainage specialists to fix the underground leak and a loss adjuster. He has phoned me to update me and explain all steps. A true superstar when needed at such a worrying time.

The claim was dealt with very quickly and have now received the settlement, was not really happy with the amount I received but had to accept that

Ethan from the First Response Team was very professional and polite. Explained what he needed to do and what would happen next. Definitely easy when one gets the right person.

Very responsive and accommodating

I understand the need for the portal, but I find not having that chance to talk, rather than sending every communication in messages is draining, especially after a traumatic experience where you don’t know what you’re supposed to be doing.

I did request a phonecall and did get one, but I do feel that I should have been guided through the whole process at the start.

I’ve left messages on the portal at times because I’ve not realised they’ve been there. Everything is on phones now, so we get bombarded and using all different apps is tiresome and things can get missed.

On the whole though, so far, trinity claims have acted pro play it’s their contractors that cause delays. I’m 2 weeks in to this mess and still waiting on a proper assessment, let alone getting works done to my home back to how it was. Reports take a long time to be received and in the meantime I’ve still got car parts strewn all over the front of my property and in my house and all the damage to contend with. It’s the contractors that have caused delays in even getting me to the start point of restoring my property.

Great service

These guys were so polite, efficient and very mindful of our feelings. This has been a very traumatic time for us and looks to be a great deal longer than we'd anticipated. Having said that, I believe we are in good hands.
Nothing but praise for our journey so far.
Congratulations to you all

If your insurance claim is passed to Trinity Claims, be prepared to do all the project management yourself while your family's life is put on hold. Dealing with Trinity has been infinitely more stressful and damaging to our family than the kitchen fire that displaced us 178 days ago.
A snapshot of our experience with Trinity Claims:
• Expects policyholders to project manage: Rather than managing their contracted builders, Trinity’s surveyor openly instructed me on the customer portal to contact their contractor directly to find out what electrical works were taking place and to chase completion timelines.
• Refusal to provide handover dates: Our temporary rental accommodation has been sold by the landlord, who urgently requires an exit date. Despite constant chases for a date of completion, Trinity refuses to commit to a programme of works or a completion date.
• Severe impact on a vulnerable family: My wife has a recognised disability, and the constant uncertainty and stress are severely affecting her health. My young son is struggling to concentrate at school and his education is suffering because he is constantly anxious, repeatedly asking when we will finally be allowed to return to our home.
• Appalling communication & missed appointments: Scheduled telephone appointments are casually cancelled via portal messages just three minutes before they are due to start. Handlers frequently take extended leave or attend internal training courses without delegating authority or providing out-of-office cover.
• Suppressed documents & lowball contents settlement: An agreement for our top-floor contents was signed by my wife on a surveyor’s tablet. Trinity subsequently suppressed this document and unilaterally offered a much lower figure with no breakdown. Furthermore, our handler refused to release itemised room lists for weeks under the pretext that management had to approve figures first—only to dump all the reports at once, proving they could have been shared all along.
• Contractor damage ignored: Cleaners sent by Trinity gouged and scratched our pristine 50" Samsung Frame TV. Despite photographic evidence proving their contractors caused the damage, Trinity has simply ignored all messages about it for weeks.
After the 178 days we still have not received a settlement for our contents which were disposed of.
Trinity Claims operates with complete disregard for the FCA’s Consumer Duty principles and customer vulnerability. Completely incompetent from top to bottom.

From my initial contact all matters were dealt with fairly, efficiently, quickly and with a very satisfactory outcome.

Excellent, speedy, no fuss service. Many thanks!