Comfort Insurance: most-reported complaints
Automated analysis of 566 public Trustpilot reviews published 2023-03-27 to 2026-09-11. TrustScore 4.9 from 12,311 total reviews — see the Trustpilot page. Quick answer: is Comfort Insurance legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unhelpful, accounting for 43% of the 56 identified complaints. Issues with accounts and apps were the second most common concern, cited in 18% of complaints, while misleading pricing and overcharging each made up 14% of the reported issues. The trend for support complaints remains flat, whereas account and app problems are falling. No trend could be established for the pricing-related issues as they are described as flat.
How to reach Comfort Insurance
These are the contact details Comfort Insurance publishes on its Trustpilot profile, as of our last check on 2026-09-23 — phone 0208 984 5339, email [email protected], address 8 Goresbrook Road, Dagenham, RM9 6UR, GB.
The company claimed its Trustpilot profile on 2017-06-20, uses Trustpilot’s paid features, and last replied to a negative review on 2026-06-19. Trustpilot ranks it 1 of 13 in Caravan and Motorhome Insurance Company. We last checked this profile on 2026-09-23 and found 46 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 18 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: “E: 02/12 Win a Christmas Hamper with Comfort Insurance (TW)”, “£25 East Coast Leisure Vouchers”, “£25 East Coast Leisure Vouchers”.
Elsewhere: 4.5★ on Google (0 reviews)
TrustScore over time
4.9 → 4.9 across 14 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-15 (57%, 1.1d) · 2026-08-18 (53%, 1.1d) · 2026-08-21 (53%, 1.1d) · 2026-08-24 (53%, 1.1d) · 2026-08-27 (53%, 1.1d) · 2026-09-01 (57%, 1.1d) · 2026-09-04 (57%, 1.1d) · 2026-09-07 (57%, 1.1d) · 2026-09-11 (57%, 1.1d) · 2026-09-14 (57%, 1.1d) · 2026-09-17 (57%, 1.1d) · 2026-09-20 (57%, 1.1d) · 2026-09-23 (57%, 1.1d).
Severity: 12% of this company’s 56 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 1.9 days between the experience and publishing their negative review (74 reviews record both dates).
What their policy promises
complaint process: write to Data Access Team or complain to ICO
“You can write to us directly at Data Access Team, Comfort Insurance, Comfort House, 8 Goresbrook Road, Dagenham RM9 6UR or you can complain directly to the Information Commissioner’s Office (ICO)”
complaint process: concerned about use or mishandling
“if you are concerned about how we have used or processed your information or if you feel your personal information has been mishandled.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 32 negative reviews that received a public reply, the median wait was 0.6 days — the company profile reports an average of 1 days.
Reply quality: of 32 company replies to negative reviews analysed, 69% engaged with the specific problem and 22% were generic templates.
Review provenance: 403 company-invited reviews in the recent window average 4.90★, while 208 organic (uninvited) reviews average 4.95★.
9% of its 569 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 43% of this company’s complaints vs a 28% median across 148 ranked companies in its sector.
Review velocity: 2,508 of this company’s 12,311 Trustpilot reviews (20%) were written in the last 12 months.
What are the most common complaints about Comfort Insurance?
Support unhelpful
24 reports · 43% of complaintssteady“they wouldn't waive that under any circumstances - even if that meant losing my repeat business”
1 reader marked this review helpful on Trustpilot.
“If you enjoy spending an hour on the phone talking to a muppet, this is the one for you.”
1 reader marked this review helpful on Trustpilot.
“Received renewal invitation with an over 65% increase and no explanation or justification.”
Account/app problems
10 reports · 18% of complaintsfalling“Admitted mis-management of my two policies leading to the cancellation of the wrong one which left my new vehicle uninsured!”
The company replied on 2025-06-10: “Hello Mr Gibson, Thank you for your feedback. We sincerely apologise for the administrative oversight that led to the cancellation of the incorrect policy. We take full responsibility for this error…”
Our classifier read this reply as a substantive response.
“Price went up around £700.”
The company replied on 2025-11-29: “Hi Mr Smethurst, We’re sorry to hear you had trouble logging into the portal. To make sure you have everything you need, I’ve requested for your documents to be printed and posted to you. If you’d…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Logging in is absurdly difficult and time wasting”
The company replied on 2025-11-12: “Hi Mr Auburn, We’re sorry you experienced difficultly logging into the portal. To ensure you have what you need, we’ve printed your documents to go out in the post for you. If you’d like help…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Misleading pricing
8 reports · 14% of complaintssteady“Lured me in with a reasonable quote. When I phoned to pay for the insurance, it quickly doubled in price.”
The company replied on 2024-08-05: “Hi Dan, We’re sorry you are not satisfied with our prices. The price of your initial quote would not have changed unless a material rating factor changed when running through the quote. If you wish…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Neither were mentioned on either previous call.”
“the premium was significantly higher than our previous policy”
The company replied on 2026-05-22: “Good morning, Thanks so much for taking the time to leave a review, we’re pleased to hear that our team were helpful and knowledgeable when you called, that’s exactly what we aim for! While we work…”
Our classifier read this reply as a substantive response.
Overcharging
8 reports · 14% of complaintssteady“they wouldn't waive that under any circumstances - even if that meant losing my repeat business”
1 reader marked this review helpful on Trustpilot.
“Received renewal invitation with an over 65% increase and no explanation or justification.”
“She wanted to charge me an extra £100 for, "New for old" policy”
Other
7 reports · 12% of complaintsrising since 2025-08“I have had to pay substantially more two years running while it the claim is going through the court system.”
“they cancelled insurance because of there mass up”
The company replied on 2025-10-29: “Hi Mr Main, We’re sorry to hear you were not satisfied with our services, and that we were unable to place your policy on this occasion. Unfortunately, the policy had to be cancelled as it did not…”
Our classifier read this reply as a substantive response.
It promised: refund.
“They only give proof of no claims once policy has expired.”
Contract term changes
4 reports · 7% of complaintsrising since 2025-08“they weren't able to explain the hike in price”
“I think the price increase was too much”
“Did'nt like the price increase (just because I had reached 75)”
Compare Comfort Insurance 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 2026-09-11.