Ending your Policy Expert membership made easy

About Policy Expert

Policy Expert is a UK-based home insurance provider that has been operating since 2012, offering buildings insurance, contents insurance, and combined policies to homeowners and tenants across the United Kingdom. The company positions itself as a digital-first insurer, providing competitive quotes and managing policies primarily through online channels. Policy Expert underwrites its own policies and is authorised and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

What sets Policy Expert apart in the crowded insurance market is their focus on straightforward cover without excessive add-ons. They've built their reputation on offering comprehensive standard cover that includes features many competitors charge extra for, such as accidental damage cover and home emergency assistance. The company handles approximately 400,000 policies and has received numerous industry awards for their customer service and value proposition.

Most importantly, Policy Expert operates on an annual policy basis, which means your cover renews automatically each year unless you take action to cancel. This is standard practice in the insurance industry, but it's crucial to understand when dealing with cancellation procedures. Keep in mind that as a fully regulated insurer, Policy Expert must comply with strict Financial Conduct Authority guidelines regarding cancellations, refunds, and customer communications.

Plans, features and pricing

Policy Expert offers three main types of home insurance cover, each designed for different customer needs and property situations. Understanding which policy you hold is essential before initiating cancellation, as different cover levels may have slightly different terms.

Buildings insurance coverage

Buildings insurance covers the structure of your property, including walls, roof, floors, fitted kitchens and bathrooms, and permanent fixtures. Policy Expert's buildings insurance typically includes cover for storm damage, flooding, subsidence, vandalism, and accidental damage as standard. Prices vary significantly based on property value, location, construction type, and claims history, but generally range from £100 to £400 annually for standard properties. Higher-value homes or those in flood-risk areas will pay considerably more.

Contents insurance coverage

Contents insurance protects your belongings inside the property, including furniture, electronics, clothing, and personal items. Policy Expert's contents cover includes accidental damage as standard, plus cover for items temporarily removed from the home up to specified limits. Annual premiums typically range from £80 to £300 depending on the total value of contents you're insuring, your postcode, and security measures in place.

Combined buildings and contents policies

Most Policy Expert customers opt for combined cover, which bundles both buildings and contents insurance into a single policy. This approach usually offers better value than purchasing separate policies. Combined policies typically cost between £150 and £600 annually, with the exact price determined by property characteristics, contents value, excess levels chosen, and your claims history.

Additional features and optional extras

Policy Expert includes several features as standard that other insurers charge extra for. These include home emergency cover up to £500, accidental damage to contents and buildings, and cover for alternative accommodation if your home becomes uninhabitable. Optional extras available at additional cost include legal expenses cover, personal possessions cover for items taken outside the home, and pedal cycle insurance.

Keep in mind that understanding exactly what you're paying for helps when deciding whether to cancel. Many customers discover they're paying for duplicate cover or features they don't actually need, which is one of the primary reasons people choose to cancel their policies.

Terms of service and cancellation policy

Understanding Policy Expert's cancellation policy is absolutely critical before you begin the cancellation process. The company operates under standard UK insurance regulations, but there are specific timeframes and potential charges you need to be aware of.

Cooling-off period rights

When you first take out a Policy Expert insurance policy, you have a 14-day cooling-off period starting from either the day the policy begins or the day you receive your policy documents, whichever is later. If you cancel during this cooling-off period, you'll receive a full refund of any premiums paid, minus a proportional charge for any days you were actually covered. Most importantly, if you've made a claim during this period, you won't be entitled to any refund.

Cancellation after the cooling-off period

Once the cooling-off period expires, you can still cancel your Policy Expert insurance at any time, but different rules apply. The company will calculate a pro-rata refund based on the number of days remaining in your policy year, but they'll also deduct an administration fee. This admin fee is typically around £50, though you should check your specific policy documents for the exact amount applicable to your policy.

Additionally, if you cancel mid-term, Policy Expert applies what's known as a "short period rate" rather than a simple pro-rata calculation. This means the refund you receive will be slightly less than a straightforward daily calculation would suggest, reflecting the higher administrative costs of policies that don't run their full term.

Automatic renewal and notice requirements

Policy Expert policies automatically renew each year unless you provide notice of cancellation. The company must send you a renewal notice at least 21 days before your renewal date, showing your new premium and any changes to terms. If you want to cancel at renewal rather than mid-term, you must provide notice before the renewal date to avoid being charged for another year. If the renewal payment has already been taken, you'll need to cancel within the new cooling-off period to receive a refund minus any proportional charges.

Legal requirements you should know

Under the Insurance Act 2015 and Consumer Insurance (Disclosure and Representations) Act 2012, you have specific rights when cancelling insurance. Insurers must handle cancellations fairly and process refunds within a reasonable timeframe, typically 14 days from receiving your cancellation request. Keep in mind that these protections mean you should receive clear confirmation of your cancellation and any refund due.

Cancelling by post - the complete guide

Sending your cancellation by post, particularly via Recorded Delivery, is the most reliable method for terminating your Policy Expert insurance. While this might seem old-fashioned in our digital age, postal cancellation provides several critical advantages that protect your interests.

Why postal cancellation is your best option

First and foremost, postal cancellation creates an undeniable paper trail. When you send a letter via Recorded Delivery, you receive proof of postage and confirmation of delivery, giving you concrete evidence that your cancellation request was submitted and received. This documentation becomes invaluable if any disputes arise about when you cancelled or whether the company received your request.

Additionally, written cancellation allows you to include all necessary information in one comprehensive communication. You can reference your policy number, specify your exact cancellation date, request written confirmation, and provide all relevant details without risk of miscommunication. Most importantly, you have a permanent record of exactly what you said and when you said it.

Insurance companies are legally required to process written cancellation requests, and the formal nature of a posted letter often results in more careful handling than digital communications. Keep in mind that while email might seem faster, messages can be filtered, overlooked, or disputed. A Recorded Delivery letter cannot be ignored or claimed as undelivered.

Information to include in your cancellation letter

Your cancellation letter needs to contain specific information to ensure smooth processing. Start with your full name exactly as it appears on the policy, followed by your complete address and postcode. Include your Policy Expert policy number, which you'll find on your policy documents or renewal notices. This number is absolutely essential for identifying your account quickly.

Next, state clearly and unambiguously that you wish to cancel your policy. Specify the exact date you want the cancellation to take effect. If you're cancelling at renewal, state the renewal date. If you're cancelling mid-term, you can request immediate cancellation or specify a future date. Be explicit about your intentions to avoid any confusion.

Request written confirmation of your cancellation, including details of any refund due. Ask them to confirm the final date of cover and the amount being refunded after any applicable fees. Provide your bank account details if you want the refund paid directly, or state if you prefer a cheque. Include a contact telephone number and email address in case they need to reach you with questions.

Most importantly, keep your letter professional and factual. You don't need to provide reasons for cancelling, though you can if you wish. Avoid emotional language or complaints in the cancellation letter itself—this document's purpose is simply to formally terminate the contract.

The correct postal address for cancellations

Sending your cancellation to the correct address is absolutely critical. Using an outdated or incorrect address could delay processing or even result in your letter going astray. Based on current information, Policy Expert cancellations should be sent to their registered office address:

• Policy Expert
• Arena Business Centre
• Holyrood Close
• Poole
• Dorset
• BH17 7FJ

Always verify this address is current by checking your most recent policy documents, as companies occasionally relocate or change their correspondence addresses. Your policy paperwork should include the correct address for cancellations and formal communications.

Step-by-step postal cancellation process

First, draft your cancellation letter including all the information outlined above. Print it on clean white paper and sign it in ink—a physical signature adds legal weight to your request. Make at least two copies of the letter before sending it. Keep one copy for your personal records and consider keeping a second as backup.

Next, place the original signed letter in an envelope and address it clearly to Policy Expert at the address provided above. Take the envelope to your local Post Office and send it via Recorded Delivery. This service costs approximately £3-£4 and provides proof of postage plus confirmation when the letter is delivered. Request and keep the proof of postage receipt the Post Office provides.

Additionally, you can track your letter's progress using the tracking number on your receipt through the Royal Mail website. This allows you to see exactly when Policy Expert receives your cancellation. Most importantly, Recorded Delivery items require a signature upon delivery, providing definitive proof that your letter reached the company.

Once you've sent the letter, note the date in your calendar and set a reminder to follow up if you haven't received confirmation within 10 working days. While postal cancellation is reliable, occasionally letters get delayed or misfiled, so proactive follow-up ensures your cancellation is processed promptly.

Using services like Postclic for convenience

For those who find the postal process cumbersome or time-consuming, services like Postclic offer a modern solution to traditional letter sending. Postclic allows you to create, send, and track formal letters digitally while still maintaining the legal weight and proof of delivery that postal cancellation provides.

The service handles the printing, enveloping, and posting of your letter, sending it via tracked delivery and providing you with digital proof of postage and delivery confirmation. This approach saves you the trip to the Post Office and ensures professional formatting of your cancellation request. Keep in mind that while this adds a small service fee, many people find the convenience and guaranteed tracking worth the cost, particularly when dealing with important financial matters like insurance cancellation.

Common mistakes to avoid

One frequent error is sending cancellation letters via standard post without tracking. While cheaper, untracked post provides no proof of delivery, leaving you vulnerable if the letter goes missing or the company claims they never received it. Always use Recorded Delivery or a tracked service for cancellation requests.

Another common mistake is providing incomplete information in your letter. Missing your policy number or failing to specify a cancellation date can delay processing while the company contacts you for clarification. Double-check your letter includes all essential details before sending.

Additionally, some people send cancellation letters too close to their renewal date, not accounting for postal delivery times and processing periods. Send your cancellation at least one week before any critical deadline to ensure it's received and processed in time. If you're cutting it close to renewal, consider sending your letter and following up with a phone call to alert them that written cancellation is on its way.

What happens after Policy Expert receives your letter

Once Policy Expert receives your cancellation letter, their customer service team should process it within a few working days. You should receive written confirmation of your cancellation, typically via email or post, within 5-10 working days. This confirmation should include the effective cancellation date, details of any refund due, and when you can expect to receive the refund.

If a refund is due, Policy Expert should process it within 14 days of confirming your cancellation. The refund will be paid to the account from which premiums were collected, or by cheque if you paid by card and the card is no longer valid. Keep in mind that the refund will reflect any administration fees and short-period rate adjustments outlined in your policy terms.

Most importantly, keep all confirmation correspondence and check your bank account to ensure the refund arrives as stated. If the refund doesn't appear within the specified timeframe, contact Policy Expert's customer service team with your cancellation reference number.

Tips from former members

Timing your cancellation strategically

Former Policy Expert customers consistently advise paying attention to your renewal date and planning cancellations accordingly. If you're unhappy with your renewal quote, don't wait until the last minute to cancel. Companies often send renewal notices 21 days in advance, giving you time to shop around for better deals and cancel before renewal if you find one. Cancelling before renewal means you avoid the admin fee and short-period rate charges that apply to mid-term cancellations.

Additionally, experienced customers recommend setting calendar reminders for 30 days before your renewal date. This gives you time to compare quotes from competitors, make an informed decision, and send your cancellation letter with plenty of time to spare. Keep in mind that insurance prices fluctuate throughout the year, so shopping around a few weeks before renewal often yields better deals than waiting until the last minute.

Understanding why people cancel

The most common reason former members cite for cancelling Policy Expert is finding cheaper cover elsewhere. Insurance is a highly competitive market, and prices can vary significantly between providers for identical cover. Many customers report saving £100-£300 annually by switching, particularly after their first year when introductory discounts expire and renewal prices increase.

Another frequent reason is changing circumstances that make the policy unnecessary. People who sell their property, move in with partners who already have insurance, or switch from homeownership to renting no longer need their Policy Expert cover. Some customers cancel because they're consolidating insurance policies with a single provider for multi-policy discounts, while others find they need specialist cover that Policy Expert doesn't offer, such as high-value contents insurance or listed building cover.

Some former members report cancelling due to claims experience or customer service issues. While Policy Expert generally receives positive reviews, individual experiences vary, and some customers prefer to switch to providers they feel handle claims more smoothly or offer more responsive customer support.

Documentation and record-keeping advice

Former customers universally stress the importance of keeping comprehensive records throughout the cancellation process. Save copies of your cancellation letter, proof of postage, delivery confirmation, and all correspondence from Policy Expert. These documents prove invaluable if disputes arise about cancellation dates, refund amounts, or whether proper notice was given.

Additionally, take screenshots or save emails confirming your cancellation and refund details. Store these digitally in a dedicated folder and keep physical copies in a safe place. Several former members report situations where having this documentation saved them from being charged for additional coverage or helped them successfully dispute incorrect refund calculations.

What to do if you don't receive confirmation

If you haven't received cancellation confirmation within 10 working days of your letter being delivered, don't assume everything is fine. Former customers advise following up proactively rather than waiting and potentially discovering your cancellation wasn't processed. Contact Policy Expert's customer service team by phone, providing your policy number and the date your Recorded Delivery letter was signed for.

Most importantly, remain calm and professional during follow-up calls. Explain that you sent cancellation by Recorded Delivery on a specific date (provide the date and tracking number), and you're following up because you haven't received confirmation. In most cases, this prompts immediate investigation and resolution. If you encounter resistance or unhelpful responses, mention that you have proof of delivery and will escalate to the Financial Ombudsman Service if necessary.

Dealing with refund discrepancies

Several former members report receiving refunds that didn't match their expectations, usually because they didn't account for the administration fee and short-period rate adjustment. Before contacting Policy Expert to dispute a refund, carefully review your policy terms to understand what deductions apply. Calculate what you should receive based on these terms, and only query the refund if it's genuinely incorrect.

If you believe the refund is wrong, contact Policy Expert with specific details. Explain your calculation and ask them to clarify theirs. Request a breakdown showing how they arrived at the refund amount. Keep in mind that the company must justify any deductions, and if you're still not satisfied, you can escalate to the Financial Ombudsman Service, which handles insurance disputes.

Avoiding gaps in coverage

Perhaps the most critical advice from former Policy Expert customers is ensuring you don't create a gap in your insurance coverage. If you're cancelling to switch to another provider, arrange your new policy to start the day after your Policy Expert cover ends. Never cancel existing insurance before confirming new cover is in place, as even a single day without insurance could leave you personally liable for thousands of pounds in damages.

Additionally, if you have a mortgage, your lender requires continuous buildings insurance. Allowing coverage to lapse, even briefly, breaches your mortgage terms and could have serious consequences. Always coordinate cancellation dates with new policy start dates to maintain seamless protection.

Keep in mind that switching insurance providers is a normal part of managing your finances effectively. Policy Expert and other insurers expect customers to shop around and cancel when they find better deals. Don't feel pressured to stay with a provider out of misplaced loyalty—your responsibility is to find the best value coverage for your needs. By following the postal cancellation process outlined here, maintaining good records, and timing your cancellation strategically, you can end your Policy Expert policy smoothly and move on to coverage that better suits your current situation.