Find out what MNer secret shoppers think of Policy Experts customer service! NOW CLOSED!

[EmmaMumsnet]

This is the feedback thread for the 25 Mumsnet users who were secret shoppers for Policy Expert. The 25 Mumsnet users called up Policy Expert to get a home insurance quote to test out their customer service.

Update: we have compiled Mumsnetters' feedback on this thread and created an overall review of the service, which you can read here.

Here’s what Policy Expert has to say: “We launched Policy Expert in 2011 because we wanted to put people first. Within two years we became the number 1 rated UK home insurance provider on Review Centre - an accolade we've held ever since.

Today we insure over 400,000 homes across the UK, and are still putting people first. We've been awarded a 5-star rating from Defaqto, and a Crystal Mark from the Plain English campaign for our jargon-free policies. We're also a proud member of the Flood Re scheme that helps people in flood risk areas access affordable flood cover.”

Can all testers please answer the questions below:

• In general, how did you find your secret shopper experience of calling up Policy Expert for a home insurance quote?
  
• Were the sales advisors at Policy Expert friendly and helpful when you called for a quote?
  
• How did the service compare to other insurance companies you have had experience with before?
  
• If it came up in conversation, would you recommend their service to friends and family members?
  

Thanks again for being a secret shopper for Policy Expert. All participants who give their feedback on this thread and fill in the short feedback survey will receive a £20 voucher of their choice (from a list).

Thanks,

MNHQ

Standard Insight T&Cs apply

[marymanc]

In general, how did you find your secret shopper experience of calling up Policy Expert for a home insurance quote? I enjoyed it. It was fun but also very straight forward.

• Were the sales advisors at Policy Expert friendly and helpful when you called for a quote?

The sales advisor was friendly, enthusiastic and very helpful. He made me feel valued and listened to.

• How did the service compare to other insurance companies you have had experience with before?

I found the call straight forward and I was asked lots of relevant questions. The sale advisor was friendlier and made the call personal. When I previously contacted other companies I didn't encounter the same enthusiasm and the staff members seemed not enjoying their job or reading from a script making the experience very impersonal.

• If it came up in conversation, would you recommend their service to friends and family members?

Yes, definitely. The price I was quoted was very competitive and I would have bought the policy in real life.

[Wend1]

1. It was really easy and the information I was given was laid out really well do made it really easy for me to refer to.
   

1. The person I spoke to was really friendly and polite and whilst he tried to push a sale, at no point did I feel under pressure. Really liked the style of the company with the customer.
   

1. It was fairly similar in terms of the questions asked, but the person I spoke to seemed to have more time, was friendlier than usual and really helpful.
   

1. Absolutely. I was really impressed and even though that when I renew my existing policies I may give them a call. The prices were good and the service was great and they offered extras which I hadn’t heard of before from other companies.

[HALA]

I felt that the person was friendly, the information was easy to understand, and I felt that the person was eager to help in any way he could. I would definately recommend them, and was surprised at some of the extras that they offered.

[DuskPanda]

-In general, how did you find your secret shopper experience of calling up Policy Expert for a home insurance quote?
Pleasant and straight forward.

• Were the sales advisors at Policy Expert friendly and helpful when you called for a quote?
  

The lady I spoke to was very friendly and helpful. Maybe rather too much effort was put into appearing friendly, some of the off the cuff remarks made were a bit cringey.

• How did the service compare to other insurance companies you have had experience with before?
  

Much friendlier and less formal

• If it came up in conversation, would you recommend their service to friends and family members?
  

Would certainly mention them with a positive slant wouldn't recommend unless I had purchased

[Seagullslanding]

In general, how did you find your secret shopper experience of calling up Policy Expert for a home insurance quote?

I did have to wait over 3 minutes for the call to be answered, however on a plus side i was repeatedly told that i was first in the queue.

The call was relatively easy and it started off extremely friendly. The sales agent appeared knowledgeable and friendly. The experience was spoiled at the end. The agent wanted to sell me the policy over the phone. I explained that i wanted to discuss it with my husband. The agent then made a comment along the lines of "surely you can make a decision on that amount" i replied No to which i was asked something along the lines of "can you go and get him"

• Were the sales advisors at Policy Expert friendly and helpful when you called for a quote?
  

The call started really friendly but the pressure at the end made me question how genuine the conversation had been.

• How did the service compare to other insurance companies you have had experience with before?
  

It was very quick, and the agent seemed knowledgeable about the products that he was selling.

• If it came up in conversation, would you recommend their service to friends and family members?
  

The prices are very good and for that reason i would recommend Policy Expert to people who can "handle" the call centre pressured selling. I wouldn't recommend them to some of my more elderly relatives who might easily feel pressured into buying.

[DurhamDurham]

• In general, how did you find your secret shopper experience of calling up Policy Expert for a home insurance quote?
  

the experience was a very positive one. The customer service was excellent and I felt that I was given time to ask questions and the help/answers given sounded genuine. The advisor was friendly yet professional, she was very helpful

• Were the sales advisors at Policy Expert friendly and helpful when you called for a quote?
  

the customer service advisor was excellent, she was knowledgeable and happy to answer all my queries and supplementary questions. She offered me options which suited our needs, she didn't pressure me at all but was very happy to help. She seemed entirely genuine

• How did the service compare to other insurance companies you have had experience with before?
  

I've only spoken to a few and they haven't been great experiences, they either treat me dismissively or confuse me with an abundance of figures and stats. This was so much better, I felt like I was talking to a person who really did want me to get the right policy to suit our needs

• If it came up in conversation, would you recommend their service to friends and family members?
  

i would definitely recommend to family and friends. We will use them ourselves, I've arranged a call back next week and we actually would like to discuss things further as we're due to exchange contracts on our new house soon and need new buildings and contents insurance. I would always recommend a company that treated people with respect and professionalism whilst being friendly

[Garnethair]

1. Really easy, call answered in two rings, at peak call time. Excellent customer service. Spoke to Louise who was easy to talk to and appropriate. Nicely paced call.

1. Yes, friendly and helpful. Good use of my name, didn't stick to the script in robot fashion, but covered all the points.

1. Really good service, I would say better than others, as the lady I spoke to was so good. She explained everything really clearly.

1. I will be recommending this company and will be ringing for real for quotes for my own home when it comes up. Well done to Louise, you are a credit to your company and I hope you get credit for this!

[MonsieurBing]

In general, how did you find your secret shopper experience of calling up Policy Expert for a home insurance quote?

It was as pleasant as calling up about insurance can be.

• Were the sales advisors at Policy Expert friendly and helpful when you called for a quote?

My sales advisor was lovely. He was really friendly, laughed at my crappy jokes and knew his stuff. He also wasn't too pushy.

• How did the service compare to other insurance companies you have had experience with before?

It was better than most. Just like a chat really.

• If it came up in conversation, would you recommend their service to friends and family members?

I would. I didn't have to wait long to get through, the advisor was helpful and knowledgeable and it was pretty painless.

[DurhamDurham]

Garnethair I spoke to Louise too, she really was very good wasn’t she

[OhWesternWind]

• In general, how did you find your secret shopper experience of calling up Policy Expert for a home insurance quote?
  

Pretty straightforward and easy - I did get cut off but that was probably due to the mobile signal at my end, which isn't always reliable. Didn't have to queue and the process was easy.

• Were the sales advisors at Policy Expert friendly and helpful when you called for a quote?
  

Yes, nice friendly advisor. I got through to the same person when I called back and he remembered my name and picked up the quote at the point we'd reached before.

• How did the service compare to other insurance companies you have had experience with before?
  

Not sure as I always buy online rather than over the phone.

• If it came up in conversation, would you recommend their service to friends and family members?
  

From a customer service point of view, yes, but I buy my insurance on the basis of best value and I'm not sure how it compares in this respect.

[ICantFindAFreeNickName2]

• In general, how did you find your secret shopper experience of calling up Policy Expert for a home insurance quote?

Very easy and pleasant.

• Were the sales advisors at Policy Expert friendly and helpful when you called for a quote?

Yes David was very friendly and helpful. He was not at all pushy and was quite happy to let me talk to my dp about the quotes.

• How did the service compare to other insurance companies you have had experience with before?

Can't really compare as I always get quotes online and have stayed with direct Line for years. To be fair the Direct line people have always been friendly & helpful whenever I have needed to contact them.

• If it came up in conversation, would you recommend their service to friends and family members?

Yes I would. It seemed easier than having to get the quotes online yourself.

[RupertsMum2]

- In general, how did you find your secret shopper experience of calling up Policy Expert for a home insurance quote?
The phone was answered quickly and I was able to speak to an adviser straight away. He spoke loudly and clearly which made all the difference to my experience.

- Were the sales advisors at Policy Expert friendly and helpful when you called for a quote?
The advisor was bright and cheerful, introduced himself at the start and reminded me of his name later in the conversation. He was very keen to sell the policy on the phone but agreed to sending out details.

- How did the service compare to other insurance companies you have had experience with before?
I find it very difficult if I get an advisor with a very strong accent, who mumbles or whispers. My advisor today was clear and easy to understand which, for me, makes the difference.

- If it came up in conversation, would you recommend their service to friends and family members?
Yes, I would certainly suggest that they were worth a phone call.

[AliBingo]

-In general, how did you find your secret shopper experience of calling up Policy Expert for a home insurance quote?

I found it a pleasant and easy process. Phone was answered quickly and the representative was very nice.

• Were the sales advisors at Policy Expert friendly and helpful when you called for a quote?
  

The sales advisor was really friendly and very helpful.

• How did the service compare to other insurance companies you have had experience with before?
  

The service seemed more personal and less rushed; noticeably different (in a good way). The sales advisor was helpful and not too pushy although clearly keen to make a sale. He seemed happy to talk to me and it didn't feel forced and scripted even though it obviously was.

• If it came up in conversation, would you recommend their service to friends and family members?
  

Yes definitely. Have noted down the number for when my own insurance renews as the price and scope of the policy seemed excellent too.

[WhoremoaneeGrainger]

• In general, how did you find your secret shopper experience of calling up Policy Expert for a home insurance quote? I phoned today and to start with I was not very impressed. I called at 11.10 am and was on hold for more than 8 mins. I was told i was the next caller, but heard that message 9 times in total, along with a message offering to call me back.
  

• Were the sales advisors at Policy Expert friendly and helpful when you called for a quote? Yes. The gentleman called Jack was very friendly and upbeat.
  

• How did the service compare to other insurance companies you have had experience with before? It was a very pleasant call, nice to be talking to someone who sounded happy to be at work.
  

• If it came up in conversation, would you recommend their service to friends and family members? Yes i would. Will probably ask them for a quote when i renew my own insurance later in the year.

[whippswhapswound]

I wasn’t part of the secret shopping but I use them and I’ve claimed, really easy and fair to resolve the claim quickly.

[Butterfly1975]

In general, how did you find your secret shopper experience of calling up Policy Expert for a home insurance quote?

I think I might be winning with the longest wait for call to be answered - over 15 mins

To be fair you are offered a call back option which I didn't take. However I did hang on longer as was repeatedly told I was 2nd in the queue!! I phoned just after 2pm so maybe staffing levels are lower at this time of day.

Once the phone was answered I was very impressed with the customer service. The adviser was genuinely friendly and pleasant and covered all the main areas on the checklist we were provided with. I didn't feel as some people did that I was given a hard sell on any additional extras. He did however recommend a Policy Expert policy over all the other options!

Were the sales advisors at Policy Expert friendly and helpful when you called for a quote?

Yes. The sales adviser was friendly, professional and clear which I think is very important when ringing a call centre as I sometimes struggle to hear what is being said over the phone.

-How did the service compare to other insurance companies you have had experience with before?

I am currently in the process of buying home insurance anyway so have been making quite a few calls for quotes recently. I would say this experience compares very favourably with other companies I have been contacting. As mentioned in the previous question I have had problems with the quality of the line and clarity of the sales adviser in previous calls I have made.

Other companies I have phoned have tried to give me a hard sell over additional extras which I didn't get from Policy Expert although these extras were mentioned by the adviser. I also dislike feeling forced into making a decision and there was no pressure to buy over the phone although again it was mentioned that this was an option.

If it came up in conversation, would you recommend their service to friends and family members?

Yes definitely. Although I might warn them about the call waiting time

[lorka]

• In general, how did you find your secret shopper experience of calling up Policy Expert for a home insurance quote?
  

It was really easy and straightforward - overall a very positive experience.

• Were the sales advisors at Policy Expert friendly and helpful when you called for a quote?
  

Yes, the sales advisor was very helpful with just the right amount of friendly chat. He explained all the information he was giving me and also mentioned that they were a top rated insurance provider with 95% recommendation rating. He did try to close the sale but he was not pushy and arranged for a call back next week.

• How did the service compare to other insurance companies you have had experience with before?
  

A great service - I felt that the questions were clearer and the advisor seemed to care about the service he was providing.

• If it came up in conversation, would you recommend their service to friends and family members?
  

Yes I would recommend that they give them a call for a quote - I certainly will be in the future. The price quoted was very competitive and I liked the fact it was fixed for 2 years.

[maycontainnutz]

In general, how did you find your secret shopper experience of calling up Policy Expert for a home insurance quote?
Overall fairly straightforward Emma was very helpful and everything was clearly explained.

• Were the sales advisors at Policy Expert friendly and helpful when you called for a quote?
  

Yes, the sales advisor was very engaging and helpful and led the conversation without any unnecessary chat.

• How did the service compare to other insurance companies you have had experience with before?
  

The q&a process was similar - with a bit more explanation than others but the quotes probably set it apart. The only negative was the hold time of 10mins - if the script allowed I would have arranged a call back.

• If it came up in conversation, would you recommend their service to friends and family members?
  

Yes I would recommend at the minute - price and simplicity being the key factors.

[1969angep]

I tried to make my call today at the agreed time. I was on hold form15 minutes (always apparently the next call to be answered). Kept holding but eventually someone answered the phone to say all the lines were busy and would I like a call back. I refused, as was due to collect my son from school and once he’s home any hope of a sensible “business” call goes out Of the window.

[CointreauVersial]

Dammit! Typed a massive reply and lost the whole thing. Take Two....

• In general, how did you find your secret shopper experience of calling up Policy Expert for a home insurance quote?
  

Generally a good experience. The call was answered almost immediately, even though it was lunchtime (I must have got lucky), and I spoke to Jake. The questions were clear and straightforward, and I liked the fact that he told me about the high customer review score, which was quite compelling. He applied gentle sales pressure, but wasn't at all pushy and didn't sound disappointed when I said I needed to think about it. However, it did seem odd to be given a range of prices and policies - normally broker-type companies (e.g. AA) just give you the best one. It did mean it would have been hard to make a decision on the spot - too much detail.

• Were the sales advisors at Policy Expert friendly and helpful when you called for a quote?
  

Super-friendly, and actually sounded as if he cared, and really wanted to help me get a good deal.

• How did the service compare to other insurance companies you have had experience with before?
  

Pretty similar question set, certainly compared well.

• If it came up in conversation, would you recommend their service to friends and family members?
  

Probably! I might even call up for a quote myself. Nice to know it's a company that favours low-risk customers, opportunity for a saving.

[janney3]

In general, how did you find your secret shopper experience of calling up Policy Expert for a home insurance quote?

The call was easy and fairly quick - the sales advisors have a lot of legal statements they need to read out.

We're the sales advisors at Policy Expert friendly and helpful when you called for a quote?

My sales advisor was friendly, chatty but also conducted the call efficiently and in a pleasant manner. He gave me lots of options and prices at the end of the call and said he could answer any further questions I may have.

How did the service compare to other insurance companies you have dealt with before?

My call was answered very quickly and I had a range of different products to choose from, it fares well to other companies I have called in the past.

If it came up in conversation would you recommend their service to friends and family?

Most definitely, I will be calling them myself for a quote when my own insurance is up for renewal. I thought the whole process was easy, quick and dealt with efficiently.

[mrsglowglow]

In general, how did you find your secret shopper experience of calling up Policy Expert for a home insurance quote?
I've just completed my call and here are my thoughts:

• In general, how did you find your secret shopper experience of calling up Policy Expert for a home insurance quote?

I was on hold for nearly 3 minutes listening to the usual music and intermittent message to say I was next in the queue. An operator then came on and said there was no one available and would I like someone to call back in ten minutes. I accepted this offer and was called back about 18 minutes later. Due to problems like these I now tend to do my quotes for insurance etc online with confused or compare the market.

• Were the sales advisors at Policy Expert friendly and helpful when you

Yes he was friendly and polite and brought some humour.

• How did the service compare to other insurance companies you have had experience with before?

Quite similar. The call wait is quite common. The questions are very similar.

• If it came up in conversation, would you recommend their service to friends and family members?

I probably would.


It was hard answering the questions giving the scripted answers as I kept thinking about my property! Hopefully I did it right.
Thanks for choosing me to do it!
I

[mrsglowglow]

Whippswhapswound, Do they process the insurance claims then like a broker would? I thought once the policy was set up you then deal with the insurance company in the event of a claim? So they are different to say compare the market and confused etc?

[SerenaVanDerWoodsen]

• In general, how did you find your secret shopper experience of calling up Policy Expert for a home insurance quote?
  

I found it straightforward and relatively hassle free. Although I was on hold for 4 minutes but someone then answered and asked for my contact details so I could be called back within 15 minutes. They called about 5 minutes later.

• Were the sales advisors at Policy Expert friendly and helpful when you called for a quote?
  

Yes they were. Both the person who asked if they could call me back, and the sales advisor I actually dealt with. The sales advisor was very polite and friendly (but not unnecessarily so) and efficient when working through the questions.

• How did the service compare to other insurance companies you have had experience with before?
  

It seemed quite short and sweet but possibly that was due to only quoting for buildings insurance, whereas in the past I’d do both. The prices quoted seemed competitive and there was no hard sell. However, although I liked this approach, the sales advisor could have asked for a convenient call back time, as it was suggested they might do this. I wouldn’t have found that unnecessarily pushy.

The main issue I had compared to competitors was that the advisor didn’t ask me what excess I’d like. So the prices quoted didn’t mean much until I asked for this information.

• If it came up in conversation, would you recommend their service to friends and family members?
  

Yes I think so. I liked that the advisor was friendly but stuck to the task in hand and wasn’t pushy relating to the sale. Ultimately the price is the main factor, so providing your quotes remain competitive, the products should sell well.

[WibbleBoy]

- In general, how did you find your secret shopper experience of calling up Policy Expert for a home insurance quote?

Policy Expert were generally very good, and the overall experience was positive. Though when I accidentally strayed from the typical responses they were expecting , the advisor had to put me on hold while they discussed the subject with their manager. The process was generally painless; however when I asked to email me the quotes I was actually emailed a link to the website rather than the quite information directly.

- Were the sales advisors at Policy Expert friendly and helpful when you called for a quote?
Yes; they initially asked how i would prefer to be addressed, and later checked that this was still okay. The advisor was well spoken and easy to understand, and appeared to be knowledgeable about the products which they offered.

- How did the service compare to other insurance companies you have had experience with before?
The service was very similar to phoning a typically well organised insurer, but with the additional benefit of getting multiple quotes at the end.

- If it came up in conversation, would you recommend their service to friends and family members?
If they were in the market to change insurer and shop around for a new deal, then yes. The deal I was offered was reasonable, though the advisor did seem to lean towards the Policy Experts product line, so perhaps there is a commission for selling these products.