Better Protect: most-reported complaints
Automated analysis of 228 public Trustpilot reviews published 2016-02-26 to 2026-08-17. TrustScore 4.9 from 1,166 total reviews — see the Trustpilot page. Quick answer: is Better Protect legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that Better Protect’s support is unhelpful, with six out of 20 identified complaints citing this issue. Five complaints indicate that support is unreachable, while four mention other general concerns and three specifically allege billing errors. These findings are based on an analysis of 228 reviews covering the period from February 2016 to August 2026. No clear trend can be established for these issues due to the low volume of specific complaints.
How to reach Better Protect
These are the contact details Better Protect publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 02035401860, email [email protected], address Inchora Limited, Inchora House, Farnborough, GU14 0LX, GB.
The company claimed its Trustpilot profile on 2015-10-16 and uses Trustpilot’s paid features. Trustpilot ranks it 28 of 231 in Insurance Agency. We last checked this profile on 2026-09-24 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 233 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “MSE News: Millions of travellers set to have better protection when booking holidays”, “Better protection for travel if paying by card?”, “MSE News: Online shoppers to get better protection under new EU rules”.
Severity: 10% of this company’s 20 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Policy-page monitoring
We monitor this company’s published policy page for changes. 2 changes detected since we started watching on 2026-09-01:
- 2026-09-15: +2/-2 lines; added: * Email | * Email; removed: * Comments | * Comments (snapshot)
- 2026-09-08: +1/-1 lines; added: * Comments; removed: * Name (snapshot)
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
27% of its 194 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 30% of this company’s complaints vs a 28% median across 148 ranked companies in its sector.
Review velocity: 34 of this company’s 1,166 Trustpilot reviews (3%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about Better Protect?
Support unhelpful
6 reports · 30% of complaints“Should have and could have been all done in one email or call, not several.”
“he told me he would get in contact with my old insurance company to cancel but did not.”
“The call never happened and the change went ahead which was queried by the company I was switching from”
The company replied on 2019-04-24: “Dear Russ We are very sorry to hear of the problems that you experienced when dealing with us. I can assure you that we value customer service extremely highly and are keen to address the issues that…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Support unreachable
5 reports · 25% of complaints“never being able to get on contact”
“there is no way to contact they except by emails. so far they haven't replied my emails.”
The company replied on 2024-11-04: “Thank you for taking the time to leave a review and provide the feedback to allow us to take any appropriate action and do what we can to make a positive difference. We certainly take all feedback…”
Our classifier read this reply as a deflection.
“still haven't received documents and had to make several calls of total inconvenience.”
The company replied on 2018-11-07: “Dear Mrs Starkie We were very disappointed to read your review and are sorry that you have experienced any problems. We take customer service very seriously and pride ourselves on our high customer…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Other
4 reports · 20% of complaints“it was a hassle as I have a chronic health condition and is more expensive than I wanted to pay”
1 reader marked this review helpful on Trustpilot.
“I never received any paperwork to confirm my policy existed”
“17 unsolicited sales calls in 3 days. PLEASE STOP RINGING ME”
The company replied on 2017-06-02: “Dear Mr. White, Thank you for taking the time to leave a review – here at Better Protect we take all feedback very seriously, and were disappointed to see your recent comments. We rarely get any…”
Our classifier read this reply as a deflection.
Billing errors
3 reports · 15% of complaints“you still took money out of my account”
The company replied on 2018-02-19: “Dear Mr. Abbott, Thank you for taking the time to leave a review – here at Better Protect we take all feedback very seriously, and were disappointed to see your recent comments. We rarely get any…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“we were not advised at any point that because we've paid in advance for our existing policy, this could not be cancelled”
The company replied on 2021-04-14: “Dear Janeta, Thank you for taking the time to leave a review – here at Better Protect we take all feedback very seriously and were disappointed to see your recent comments. We rarely get any…”
Our classifier read this reply as a deflection.
“Wrong account number used which resulted in non payment”
The company replied on 2016-08-31: “Dear Mrs Jones, Can I first of all apologise for any frustration we have caused you, the last thing I want is to provide anything other than an excellent service to our customers. It is a priority to…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Compare Better Protect with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-07.