One of the best phone calls I ever had was today, someone ringing up and offering to pay for something....thank you Tony for your professional, friendly and polite manner and a very favourable outcom... See more
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From the moment I got in touch to find out what I needed to do I got great customer care with understanding. An assessor was sent out quickly, I was then advised what they would do once the cause was... See more
Company replied
We had a bad house fire and we had a decontamination team sent to clean the house . I can say they were excellent - Craig, Joe, Theo and Daniel all worked extremely hard , they were polite, helpful, a... See more
Company replied
The whole of the policy expert team, Have developed an excellent approach to handling situations .listening ,understanding, empathy. Could not complain of any person. All I can say is th... See more
Company replied
Company details
Written by the company
We are the claims division for Policy Expert, getting things done for our customers quickly and effectively is what sets us apart. When life takes an unexpected turn, we combine smart technology with genuine human care to deliver a market-leading claims experience.
Contact info
14 Sovereign Way, TN9 1RS, Tonbridge, United Kingdom
- home.claims@policyexpertclaims.co.uk
- policyexpertclaims.co.uk
4.5
Excellent
9K reviews
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Easy to deal with
Having not made a house claim for probably 30+ years I had little to compare to but I have to say the experience was really positive. Good online portal and the staff I spoke to were all very helpful. No complaints at all
Julian
29 September 2026
Reply from Policy Expert Claims
Hello Julian
We appreciate you taking the time to share your positive experience. It's great to hear that our online portal and staff were so helpful, making your claim process a smooth one. Thank you for your kind feedback.
Kind regards
Kerrie
Brandon arrived at the time he’d…
Brandon arrived at the time he’d arranged and was very helpful, considerate, clear and kind. He was very thorough. I’d been very worried at the weekend when the Portal was not working and no phone contact available. Since Monday morning great progress has been made.
29 September 2026
Reply from Policy Expert Claims
Good afternoon,
We're so pleased to hear that Brandon provided such helpful, considerate, and thorough service. We understand your worry when the portal wasn't working over the weekend, and we're glad to know that significant progress has been made since Monday morning.
Best wishes,
Ellie
Reply from Policy Expert Claims
Good afternoon Miss Graham.
We're glad you found it easy once you understood the process. We appreciate your feedback!
Best wishes,
Ellie
I did not like the messaging portal
I did not like the messaging portal, it was not very user friendly
18 September 2026
Reply from Policy Expert Claims
Good afternoon.
Thank you for your feedback. We understand your concerns regarding the messaging portal's usability and will use your input to improve our services.
Please rest assured that if you have any questions, our claims teams are always happy to help via telephone and email, between 9am and 5pm, Monday to Friday.
Best wishes,
Ellie
Frustration !!!!
Frustration
I submitted the information needed for Stage 1 of my claim more than two working weeks ago and haven’t heard a word from anyone. I’ve sent emails and left messages asking for an update but no one has responded to emails or answered calls. Also, despite receiving the automatic acknowledgment email confirming receipt of my information submission, when I log in to my account it tells me i have no claims. Please sort things out and tell me whats going on
28 September 2026
Unprompted review
Reply from Policy Expert Claims
Good afternoon Mr Hickinson,
We are very sorry to hear of the frustration you're experiencing with your claim and the lack of communication. We understand how concerning it is when you haven't received an update and your account isn't reflecting your submission.
We are escalating this to our Customer Relations Department for a full investigation, and a member of the team will be in touch shortly to provide an update.
Best wishes,
Ellie
Helpful and great service
I’d like to say a huge thank you to Jack, Matt and Reuben for all their help and support. They were incredibly professional, friendly and supportive throughout what was a very stressful time for me.
They were approachable, understanding and reassuring, and their kindness and professionalism made a difficult situation much easier to manage. I really appreciated the time and care they took to support me.
Thank you all for your excellent service, it was genuinely appreciated.
16 September 2026
Unprompted review
Reply from Policy Expert Claims
Good afternoon,
We're so pleased to hear about the exceptional support you received from our team. It's wonderful to know they were professional, friendly, and reassuring during what was a stressful period for you. We truly appreciate your kind words.
So that we can pass on your comments to the relevant department, please provide your policy number and claim reference to feedback@trinityclaims.co.uk
Best wishes,
Ellie
Jay listened to all our concerns about…
Jay listened to all our concerns about the lack of communication and inability to upload onto the portal and the process and procedures for the work on the house. He explained everything throughly and contacted his line manager to get updates on our behalf of the insurance assessors report, which we had not received, he also organised for someone to contact us by phone to talk us through the portal and work for the future.
We felt listened too as this is a new experience for us and Jay showed empathy and support.
28 September 2026
Unprompted review
Reply from Policy Expert Claims
Good afternoon Mr Power,
We're so glad to hear that our colleague was able to address your concerns thoroughly and provide the support you needed during what you described as a new experience. It's important to us that our customers feel heard and understood, especially when navigating complex processes. We appreciate you highlighting the efforts made to clarify the situation with the insurance assessors' report and to arrange assistance with the portal. Your positive feedback truly encourages us.
So that we can pass on your comments to the relevant department, please provide your policy number and claim reference to feedback@trinityclaims.co.uk
Best wishes,
Ellie
Reply from Policy Expert Claims
Good afternoon,
Thank you for taking the time to leave us with your feedback.
We are sorry to hear you felt you were subject to slow communication during the progress of your claim.
Please rest assured if you have any questions or require an update, our handlers are more than happy to help via telephone or email, between 9am and 5pm, Monday to Friday.
Best wishes,
Ellie
Big thanks to the drying out team
would like to express my sincere thanks for the excellent support we received following the flood at our home, particularly from the team who attended to dry out the ground floor.
The technicians who came to our property were extremely professional, polite and understanding throughout what was a very stressful situation for us. They treated our home with great care and respect, explained what they were doing clearly, and immediately put us at ease.
We felt completely comfortable having them in our home and never had any concerns while they carried out their work. Their trustworthy manner, professionalism and consideration gave us real peace of mind at a difficult time.
Please pass on our heartfelt thanks and appreciation to everyone involved. The way the team conducted themselves was a credit to both Policy Expert and Trinity First Response, and we are very grateful for the care and reassurance they gave us.
Thank you Gary and Amanda.
28 September 2026
Unprompted review
Reply from Policy Expert Claims
Good afternoon Mr Southwood,
We are so grateful for your kind words and are truly happy to hear about the excellent support you received during such a challenging time. It means a great deal to us that our team was able to provide you with peace of mind and professional assistance after the flood. We pride ourselves on treating every home with care and respect, and we are delighted that our technicians' efforts made a positive difference for you. We will certainly pass on your heartfelt thanks and appreciation to everyone involved. Your feedback is invaluable, and we are pleased we could offer reassurance when you needed it most.
Best wishes,
Ellie
Reply from Policy Expert Claims
Good afternoon Mr Higton,
Thank you for taking the time to leave us with your kind review.
We will pass on your comments to the relevant department.
Best wishes,
Ellie
Online company means poor customer ice.
The website would not let me finish the claim and customer services did not respond to emails or answer calls.
The assessor and technician who eventually were arranged after 6 weeks were both wonderful. Sadly, accessing the online portal was impossible! No answer from customer services again. Resorting to the ombudsman today!
24 September 2026
Reply from Policy Expert Claims
Good afternoon,
We appreciate you sharing your experience. We are concerned to learn about the difficulties you encountered with our online claim process and reaching our customer service team.
We have passed your claim to our Customer Relations Department to investigate in full and a member of the team will be in touch in due course.
Best wishes,
Ellie
You published my review without…
You published my review without permission via believed this was for your internal information. Remove it from the internet immediately
25 September 2026
Reply from Policy Expert Claims
Good morning,
We are sorry to hear you are not happy with the publication of your review.
Your original review was submitted following our invitation to provided feedback on your experience with us and was subsequently posted on our Trustpilot profile. We appreciate you may not have understood how the review process worked and that this meant your feedback would be available publicly.
However, we are unable to remove or delete reviews on behalf of reviewers. This can only be done by the reviewer directly through their Trustpilot account.
We apologise for any frustration or confusion caused and would be happy to assist if you need any further information regarding the reviewing process.
Best wishes,
Ellie
Highly recommend
Everyone I dealt with from messages on the online portal to contractors visiting the house were really nice, the right mix of friendly and professional. Thank you.
11 September 2026
Reply from Policy Expert Claims
Good morning,
We appreciate you sharing your feedback. We're happy to hear that our team, from online messages to contractors, was friendly and professional during your experience.
Best wishes,
Ellie
I found the process baffling at times
I found the process baffling at times. The portal seems to be the only point of contact. Once I asked for someone to call me to explain an issue it was met with silence. Replies within the portal should have been addressed in under 6 hours, this was typically days.
Finally, just when the repair work was underway, Trinity sent me a message offering me cash if I got the job done by someone else. This was the reason for my asking someone to explain the logic.
19 September 2026
Reply from Policy Expert Claims
Good morning,
We appreciate you sharing your experience with us. We are concerned to hear about the difficulties you encountered with our communication channels and the delays in our responses. We understand how frustrating it must have been to not receive a timely explanation for the cash offer, especially when your repair work was already in progress. We are actively reviewing our internal processes to improve our communication and response times, ensuring a smoother experience for all our customers.
Best wishes,
Ellie
Awful
Multiple " technicians" have now visited my property to resolve the issue. Most (not all) don't explain who they are, where they are from, what they will be doing and why or afterwards, what the outcome is. Sometimes I get an update on the "online portal" which is so difficult to navigate and I consider myself technically savvy. It is not fit for purpose and the relentless pop ups don't enhance the experience. There are some great claims advisers, obviously working in difficult conditions as they are so busy ( hour long waits to get through) but I have been patronised by a male claims advisor for asking for an update. Almost two months after first making the claim, my young children and I are still living with a long, fully exposed asbestos pipe in the kitchen. Scrapings were taken from the pipe and gaffer tape quickly wrapped round as a safety precaution to confirm if it was asbestos. I was then informed it was about three weeks ago and....nothing has happened since. The smell of sewage in the kitchen is at times overwhelming but I've been advised to just open a window. Update..yet another "technician " arrived yesterday as I complained that the kitchen stank and was still soaked in sewage (where I couldn't reach to clean) so he sprayed it with some awful smelling disinfectant and wrapped a plastic bag around the pipe, securing it with yet more gaffer tape. This isn't great but why did it take almost two months to make our kitchen slightly more sanitary, especially when there are young children in the house? A claims advisor themselves admitted that it was all a shambles as there is so little communication between the many contractors and the company. Literally no one knows what the other is doing so some " technicians" turn up twice for the same task and others fail to show because "it wasn't in their diary".
And after all that, I have no idea if my claim will be accepted or not and if so, how long remedial works will take place. Wish me luck people.
25 September 2026
Reply from Policy Expert Claims
Good morning,
We are truly sorry to hear about the incredibly difficult and frustrating experience you and your children have endured. We understand your profound concern regarding the exposed asbestos pipe, the persistent sewage smell, and the overall lack of clear communication and progress on your claim over the past two months.
Your claim has been passed to our Customer Relations Department to investigate in full and a member of the team will be in touch in due course.
Best wishes,
Ellie
Excellent service so far
The responder contacted us to say when he was coming to assess the flood damage. He was on time and extremely pleasant and efficient. He explained each process as he went along. This took the stress out of the situation. Also informed us when he would be back again to check on the damp.
25 September 2026
Reply from Policy Expert Claims
Good morning ,
We are so pleased to hear that our responder was able to alleviate the stress of the situation for you. It's wonderful to know they were on time, pleasant, efficient, and clearly explained each step of the process.
Best wishes,
Ellie
Great first time experience
First time going through an insurance process. Had no problems with the process, uploaded some photos and they had the whole process done in two days
25 September 2026
Reply from Policy Expert Claims
Good morning,
We're so pleased to hear that your first insurance process was smooth and efficient. It's wonderful to know that uploading photos helped us complete everything for you so quickly.
Best wishes,
Ellie
I can't work the portal,the telephone…
I can't work the portal,the telephone is a waste of time I get through in about 10 minutes then they put me through to someone else I hold for 50 minutes then it cuts of totally unacceptable,all I am asking is to be kept up to date with my claim
18 August 2026
Reply from Policy Expert Claims
Good morning,
We sincerely apologize for the frustration and inconvenience you've experienced with our portal and telephone service. It's completely understandable that you're upset about the difficulty in getting updates on your claim.
We have passed your claim over to our Customer Relations Department who will investigate in full and a member of the team will be in touch in due course.
Best wishes,
Ellie
Daniel was professional and courteous
Daniel was professional and courteous, it a shame that I had to wait over a week after the leak was repaired before he attended and will not be returning for nearly 3 weeks to check up on the progress of the dehumidifier.
22 September 2026
Reply from Policy Expert Claims
Good morning,
We appreciate your feedback regarding the waiting period for follow-up appointments. We understand your frustration with the delay in checking on the dehumidifier's progress. We are reviewing our scheduling to improve our response times.
Best wishes,
Ellie
Have been so satisfied
Have been so satisfied
with this insurance company, great communication and very prompt and fair.
25 September 2026
Reply from Policy Expert Claims
Good morning,
We're so pleased to hear of your satisfaction with our company. It's wonderful to know that our communication, promptness, and fairness have met your expectations. Thank you for your positive feedback.
Best wishes,
Ellie
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