Policy Expert Claims Reviews 

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!

Excellent service from Trinity Claims who handled my accidental damage claim to essential equipment brilliantly.
Great comms which are rare these days in general . Would highly recommend.

From the first contact I made with Trinity which was only 30 mins after my Kitchen ceiling Falling on me because of a water leak the emergency Cover sent a plumber who was excellent and was able to stop the leak and fix the problem I was then visited the following day by a Damage Assessor who was courteous and Reassuring that we were in good Hands and then 3 days later a Drying Specialist came out Measure where all the Moisture was still Lurking and fixed up a Drying Facility that makes my Kitchen Look like a scene from ET 😳 The only downside is that this noisy and hot machine has to be on 24hrs for 14 days 😳 my electricity bill will be scary. So although I’m still without my Kitchen Ceiling and have floor damage cupboards etc If the service to Bring back my Kitchen to what it was ( it’s only 1 year old) is as good as the service so far I will be a very satisfied customer

Once we fully understood the portal, the claim moved at a good pace and communication was friendly and helpful. Very good service overall.

My subsidence claim was first reported in September 2022, and despite the reinstatement works now finally being completed, I am still having to chase Trinity to understand what is happening and how the claim is being concluded.

The latest issue perfectly sums up my experience with Trinity.

I was suddenly presented with two requests through the online portal:

"Please upload evidence of Contingency"

and

"Please upload evidence of compensation"

There was no explanation of what these meant, why they had been added, or what evidence I was supposedly expected to provide. I contacted Trinity several times asking for clarification, only to receive no response.

I eventually received a response from Trinity confirming that these requests were actually added to my claim in error. I was told that they were instructions connected to the building repairs and complaint, and that someone had incorrectly ticked a box which caused them to appear on my portal. Trinity subsequently removed them and confirmed that there was nothing I needed to provide.

So once again, I was left trying to work out what I was supposed to do because of an error on Trinity's side.

The problems with communication have continued as well. I have repeatedly tried to telephone Trinity, but the automated telephone system tells me to communicate through the online portal. When I then use the portal, I am left waiting for responses or having to chase repeatedly.

The reinstatement works have now been completed, and I have already confirmed that I am satisfied with the work. Trinity has also confirmed that there is nothing outstanding for me to provide. However, because there is still an open complaint, the claim remains open and I am now having to arrange another conversation simply to try and get the complaint resolved and the claim formally closed.

After everything I have experienced since 2022, this latest episode is incredibly frustrating. Even when the physical works are finally completed, the administration and communication surrounding the claim continues to create unnecessary problems.

I have previously been told that lessons would be learned and that my concerns would be addressed. Unfortunately, I continue to encounter the same underlying issues: poor communication, errors on the claim, unclear information, and having to repeatedly chase Trinity for answers.

Four years into this claim, I should not still have to be pushing the insurer to explain what is happening and what I need to do next.

My experience with Trinity Claims has been consistently frustrating, and I still cannot recommend their service.

Good bit of delay when question wasn’t answered but otherwise ok

A prompt response with visits from a professional, courteous member of the team who took time to listen, explain what would happen during the visit, plus next steps.

The claim was dealt with efficiently and swiftly by the staff at trinityclaims and were very fair in there conclusion.

Surprisingly easy to do everything on line.