Oliver arrived exactly when he said he would after calling to let me know his anticipated arrival time. He was friendly, efficient and professional, taking the time to explain everything to me and ans... See more
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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
Company replied
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
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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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
First response was quick but took…
First response was quick but took longer to do the work than I would have liked
22 September 2026
Reply from Policy Expert Claims
Good morning,
We appreciate your feedback and are glad our initial response was prompt. We understand your concern about the time taken for the work. We are always looking for ways to improve our efficiency.
Best wishes,
Ellie
Reply from Policy Expert Claims
Good morning,
Thank you for your wonderful feedback! We are so pleased to hear that you found our process straightforward and our responses prompt. We always strive to make things as easy and efficient as possible for our customers.
Best wishes?
Ellie
Flawless transition claimed for over 20 years…
I have not claimed for over 20 years and this whole experience was flawless. Apart from myself not being wounderful on thr portal the whole claim from start to finish was amazing.
25 September 2026
Reply from Policy Expert Claims
Good morning,
We're so glad to hear your recent claim experience was amazing, especially after such a long time! We appreciate you sharing your positive feedback with us.
Best wishes,
Ellie
Outstanding service
From the very beginning of the claim, the process was incredibly easy and the response was super efficient.
25 September 2026
Reply from Policy Expert Claims
Good morning?
We're delighted to hear that the claim process was incredibly easy and that our response was super efficient for you. Thank you for sharing your positive experience.
Best wishes,
Ellie
One sided unresponsive no account of bereavement
Could not speak to anyone, terrible. Did not asses for decorating cost or rug was not clear. Pushy around acceptance when we are managing a family bereavement that we had deckared.
25 September 2026
Reply from Policy Expert Claims
Good morning,
We are truly sorry to hear about your experience and the difficulties you faced. We understand your concerns regarding communication and the assessment of costs, especially during such a sensitive time.
We have passed your claim on 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
Robin from Trinity was amazingly…
Robin from Trinity was amazingly helpful explaining the next steps of what is needed to be done following our recent slab leak affecting our bungalow.
24 September 2026
Reply from Policy Expert Claims
Hello
We're glad to hear our team provided such helpful guidance during a challenging time with your slab leak. We appreciate your kind words.
Kind regards
Kerrie
Efficient
Trinity arranged for a surveyor out within a week and provided a settlement amount the same day.
The online chat was a very easy way of being kept up dated and to receive answers to any questions I had.
The whole process was straightforward and efficient.
24 September 2026
Reply from Policy Expert Claims
Hello Elaine
We appreciate you sharing your feedback. We're pleased to hear that a surveyor was arranged quickly and a settlement provided the same day. It's great that our online chat was easy to use and the whole process was straightforward and efficient.
Kind regards
Kerrie
Quick and efficient
Quick and efficient. It’s pretty annoying that you can’t talk to a human, but messages are responded to within a day
24 September 2026
Reply from Policy Expert Claims
Hello Lisa
We appreciate your feedback regarding our efficiency. We understand that direct human interaction is sometimes preferred.
Kind regards
Kerrie
Reply from Policy Expert Claims
Hello Mrs Sawyer
We're glad you found our portal fast, efficient, and easy to use. We appreciate your positive feedback.
Kind regards
Kerrie
able to get my claim sorted…quickly and with any problems
I was able to get my claim sorted quickly with help from your staff they made everything easy for me.
24 September 2026
Reply from Policy Expert Claims
Good afternoon Ms Oxnard,
We're so pleased to hear that our staff were able to help you get your claim sorted quickly and made everything easy for you. Thank you for your positive feedback.
Best wishes,
Ellie
Elijah was friendly
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.
24 September 2026
Unprompted review
Reply from Policy Expert Claims
Good afternoon,
We appreciate you sharing your feedback. We're happy to hear that our team member was friendly, professional, and answered all your questions. We're also glad the work was carried out carefully with multiple check-ins.
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
Really happy with the way it is being…
Really happy with the way it is being delt with couldnt fault anyone realy helpful and excelient comunication from all
24 September 2026
Reply from Policy Expert Claims
Good afternoon Mrs Aitchison,
We appreciate your feedback. We're happy to hear that you found our team helpful and that our communication was excellent throughout the process.
Best wishes,
Ellie
I am just short of my 80th birthday and…
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.
24 September 2026
Reply from Policy Expert Claims
Good afternoon,
We appreciate your feedback and are glad to hear our team was helpful. We understand that navigating online portals can sometimes be challenging, and we are always working to improve our user experience.
Best wishes,
Ellie
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