Policy Expert Claims Opiniones 

Response time was fantastic, and fast,
The chap who visited the property was a cracking fella, very polite explanation of everything and the process was thorough which made the whole ordeal alot easier to cope with!!!

I hope in doing this I will actually get the update from Trinity Claims (Now Policy Expert) that we have been waiting for since June. To provide the reader with an overview of our experience to-date... Our claim started back in Jan 2022. Yes you read that correctly 2022. After what can only be described as a terrible customer experience from the very start, we are now on our 3rd internal surveyor, the online customer portal is not fit for purpose. They promise a fast response to message on the portal (i think 3-4 weeks just for the message to be read is not fast) Yesterday I spoke with someone from the team, I asked to be put though to the surveyor to be told... They do not accept incoming calls. They can only call out? I'm sorry... what?
So a message for the Managing Director, who asked for his name not to be added in this review, but can easily be found on the internet, I have sent a message to the online portal asking for an update by close of play this Friday (23/10/2026) If I do not hear a reply, I will be going AGAIN to the financial ombudsman. The same financial ombudsman who has already ruled in our favour over your initial mistakes with the claim.

****** Update 1 ******
We got this through from Ellie on the 22/08/2026 - Good afternoon,

We appreciate you taking the time to share your feedback and bringing these severe delays to our attention. We recognize the immense frustration that can come with a claim of subsidence and apologise for the disruption and challenged you have encountered.

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.

It is now the 30th October - STILL NO REPLY!!!

****Update 2****
It is now the 3rd November - Still No reply from Trinity. Going to call them now. As the 2 messages I sent via the customer portal still haven't even been read yet. First message sent on the 23rd of October. I have also now contacted the financial Ombudsmen again.
03/11/2026 - Have now spoken with Gail at Trinity and she has assured me things are back on track. The first person I have spoken with at Trinity that went the extra mile for us. Will update again when the agreed next steps actually happen. Thank you Gail!!

From start to finish the whole process has been totally stress free. Staff were just fantastic. Service throughout has been superb. My claim has been dealt with quickly and stress free.

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 outcome! I must commend everyone that I have spoken to at Policy Expert claims, you were all very helpful, thank you.

Great support and swift response and resolution to our claim

Very efficient system to report issues and the problem raised was investigated promptly and repairs carried out within a reasonable timeframe. Would definitely recommend Policy Expert!

Overall positive experience with this company after a difficult start. Was over 1hr 30 mins to get through to their emergency line for a water leak which i think is unacceptable and also really struggled to get through to an adviser as they try to push you online at every opportunity. Since then they have been very good at getting it all organised and kept moving with friendly technicians arriving at the correct time and getting the work done well.

Going through an insurance claim for a serious leak in our bathroom.
Visits so far from the surveyor and also the Trinity Claims 'Drying Team' to assess the extent of damp and damage.
Very impressed with promptness, communication and professionalism to this stage

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 rectified. They were able to arrange a local team to do all the repairs and redecorating. I was able to choose colours and floor covering. The ceiling plastering is perfect. The Amicable team were all lovely friendly and professional people who did a marvellous job of replacing everything destroyed by the escaped water. The Safeline crew who had to remove the ceiling due to Asbestos also did a clean professional job. All in all we were very pleased from beginning to end with our claim.

Where to start! Let’s start with the telephone system: every different number that you call leads you to the same automated system and set of options and it assumes that you want to start a new claim or your claim is one of their prescribed set of options.
Within the telephone system it directs you to continually go onto the website to update your claim or get details of your claim, this is patently false.
Moving onto the website there is nothing in your claim about the details of what’s currently happening, it only states that you have made a claim.
Let’s move onto talking to a human being. This is an online company so I understand getting to human maybe a bit lengthy and I accept that however we had a survey done on our driveway and that survey was not passed properly to the drainage people and the drainage people come out and only partially completed the job, and the insurance company didn’t know anything about this. No one talks to anyone are we still have a faulty driveway! Oh, and no one ever gets back to you. Hope that helps, and I hope this review gets published.

very helpful and professional

So smooth and easy

Good communication

Terrible online company takes over an hr to speak with someone

Quick & efficient service, insurance assessor came out the day after the water leak and advised what work needed to be done. Straightforward process and everyone i spoke with were helpful and friendly.

Good communication staff I spoke to very helpful

POLICY EXPERT & TRINITY CLAIMS, TO ANYONE CONSIDERING THIS INSURER: MY STRONGEST ADVICE IS TO TAKE YOUR BUSINESS ELSEWHERE.
APPALLING CUSTOMER TREATMENT, A QUESTIONABLE COMPLAINTS PROCESS AND AN ABSOLUTE LOSS OF TRUST
THE SENIOR MANAGER IN CLAIMS, IM LOST FOR WORDS - MORE TRAINING IN CUSTOMER SERVICE AND DISABILITY RIGHTS MAY BE AN ADVANTAGE.
A COMPLAINT PROCESS I THE CUSTOMER HAD NO SAY OR INPUT TO. AND PREDICTED THE OUTCOME BEFORE YOU SAID NO - VERY CONCERNING THAT A CUSTOMER IS TREATED THIS WAY, CLEAR EXAMPLE BY YOUR RESPONSE.
TRINITY CLAIMS YOU ARE
💩💩💩💩💩💩💩💩💩💩💩💩💩💩
TO DISABLED OLDER CUSTOMERS. YOU STILL HAVE MY IPAD THAT YOUR ASSORS THREATEN TO DESTROY.
THE FINANCIAL OMBUDSMAN WILL BE CONTED AND THE RELEVANT FINANCIAL CONDUCT AUTHORITY WILL BE MADE AWARE OF HOW YOU MISLEAD CUSTOMERS, TAKE THIER LIFE LINE AWAY, DONT STICK TO YOUR MARKETING VALUES AND TREAT CUSTOMERS APPALLING WHEN THEY RAISE AN ISSUE. I WONDER WHY TRINITY BECAME A PART OF POLICY EXPERT.
TRINITY WILL BE POLICY EXPERTS DOWNFALL.
DISCUSTING WHAT YOU DID TO ME OVER AN IPAD, GOD HELP ANYONE WHO HAS A MORE VALUABLE ITEM.
I’VE LEARNT MY LESSON:
CHEAP POLICY - CHEAP SERVICE!

Have silver home insurance buildings and contents but can’t claim for rain damage as doesn’t come under terms of the policy .? A surveyor was sent out though and we were treated like idiots he’d made his mind up to decline the claim as soon as he walked through the door.
Abysmal company I feel sorry for the call handlers that need to work for them.
This review is after the event so I do not need to provide the claims reference number for it to be looked into that has all been done . I just want to leave a review about my experience

Marim was absolutely great in the end and reassured me that the claim was being sorted