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

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

I called first thing in the morning and was answered almost immediately. Have arranged insurance online recently and this was just as easy.

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

Yes, I spoke to Jack. He had a cold and apologised if I couldn’t understand everything, just to ask him to repeat. He had a good balance of friendly and professional. It had been my birthday shortly before I called, when I gave my dob he asked whether I had a good day which I thought was a nice touch!

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

I have only dealt with insurance companies over the phone when trying to renew or negotiate a renewal price, never to compare different quotes. I wouldn’t have renewed immediately over phone as I would want to read the docs and compare policy features.

Jack mentioned 2nd year renewal price fix and free emergency cover and the star rating of the companies the quotes were from.

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

Yes, I’d say it’s worth calling them.

Mrsglowglow- I’ll admit I’m not that informed in details, but the upshot is helpful people contacted me and the claim was really quickly settled without fuss. I had emails confirming it all and it was really prompt, I vaguely remember some calls they gave a different name, but I also had contact form policy expert themselves.

TBH I’m the kind of person who books the cheapest insurance without reading details, so I was just delighted it was all so easy from the person who did the door fixing to the claim

1. In general, how did you find your secret shopper experience? I had to have two goes at this. When I phoned on Thursday (2.05pm) I was on hold for 15 minutes (apparently always the next caller) but the phone was eventually answered by another staff member offering a call back as so busy (which I declined). This was disappointing as I always want to sort this sort of stuff out at a time to suit me, not the company I'm calling. The second attempt on Monday morning was a different story. The call was answered within a couple of minutes by Jack - clearly in a UK call centre.
2. Were the sales advisors friendly and helpful? Yes, I spoke to Jack who was clear, confident and friendly. He used real life scenarios to explain cover options (ie how much it had cost him when he lost his car keys). Although it was a sales-y call I didn't feel pressured in any way. He worked through all the questions as given on our script, asked how I wanted to be addressed and gave me all the costs of the various add ons as we went along. He gave me a reference number and a set date/time for a call back.
3. How did the service compare with other insurers? To be honest, I tend to arrange cover online so don't often ring for info etc. If it had just been the second call though I would have been impressed. The quotes were received by e-mail before the call had even ended. I think that I would always want to look at the quotes in writing though as Policy Expert's own policies were 1st and 2nd cheapest (even though I'd said that we don't tend to opt for the very cheapest of anything as you usually get what you pay for) and I would want to be certain about the breadth of cover. The two year fixed price and free home emergency cover were interesting though. The negative experience on the first attempt was slightly off putting though - I would be wary of not being able to get through on the phone as it would make me question if the same would apply if I needed to make a claim.
4. Would I recommend? On balance, yes I probably would (especially to certain family members who complain that they never get to speak to anyone in a UK call centre any more lol)

Has anyone else received the quote in the post? I have and as I understood it that wasn't supposed to happen? Am a bit concerned they might call me tomorrow as arranged. ..

WhoremoaneeGrainger, I received a quote in the post also. I thought we were told we definitely wouldn't receive anything? I hope we won't be pestered now!

@WhoremoaneeGrainger @mrsglowglow It mentioned in the instructions that if you don't provide an email address on the call you will automatically be sent a quote in the post. However, you won't receive any calls or emails as your details have manually been removed from the system.

• In general, how did you find your secret shopper experience of calling up Policy Expert for a home insurance quote? Fairly painless and more straight-forward than I had imagined and than I have experienced in the past with other providers.
• Were the sales advisors at Policy Expert friendly and helpful when you called for a quote? Yes, very.
• How did the service compare to other insurance companies you have had experience with before? The sales advisor was genuinely enthusiastic about the product and was not overly pushy, while still giving me all the information I needed to be able to make an informed decision.
• If it came up in conversation, would you recommend their service to friends and family members? Yes, definitely. I would consider them myself when our insurance comes up for renewal.