HPS Insurance: most-reported complaints
Automated analysis of 410 public Trustpilot reviews published 2024-04-09 to 2026-09-11. TrustScore 4.9 from 2,830 total reviews — see the Trustpilot page. Quick answer: is HPS Insurance legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Across 410 Trustpilot reviews analysed, the most-reported issues with HPS Insurance were: Support unreachable (3 reports), Other (3 reports), Support unhelpful (3 reports). There are not enough reviews to establish a trend.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
The company claimed its Trustpilot profile on 2024-05-16, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-10. We last checked this profile on 2026-09-24 and found 19 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
4.9 → 4.9 across 13 census measurements since 2026-08-17. 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: 2026-08-17 (71%, 0.4d) · 2026-08-20 (71%, 0.4d) · 2026-08-24 (71%, 0.4d) · 2026-08-27 (71%, 0.4d) · 2026-08-30 (71%, 0.4d) · 2026-09-02 (71%, 0.4d) · 2026-09-08 (71%, 0.4d) · 2026-09-12 (75%, 0.3d) · 2026-09-15 (75%, 0.3d) · 2026-09-18 (75%, 0.3d) · 2026-09-21 (75%, 0.3d) · 2026-09-24 (75%, 0.3d).
What their policy promises
support availability: phone, email and WhatsApp
“agree to be contacted by phone, email and WhatsApp by HPS Insurance.”
support availability: 01908 464185
“[Call Us](tel:01908 464185)”
support availability: over 100 insurers
“We search over 100 insurers to find you the best quote”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-17.
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.
Review provenance: 351 company-invited reviews in the recent window average 4.95★, while 105 organic (uninvited) reviews average 4.93★.
19% of its 436 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 unreachable makes up 18% of this company’s complaints vs a 19% median across 135 ranked companies in its sector.
Review velocity: 2,015 of this company’s 2,830 Trustpilot reviews (71%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about HPS Insurance?
Support unreachable
3 reports · 18% of complaints“When i requested to provide refund more than a week, no body is responding.”
“They didn’t. Waste of my time.”
The company replied on 2026-09-10: “Hi Rob, We’re disappointed to hear this and apologise for not meeting your expectations on callback speed. From time to time, we experience exceptional demand and find ourselves short-staffed. On…”
Our classifier read this reply as a deflection.
“Number came up as likely scam and they just came across suss”
Other
3 reports · 18% of complaints“Just found out this company stole my data from my last insurance brokerage company!!! They lied stating they were my last insurance broker!!!”
The company replied on 2025-10-13: “Thank you for your review. We want to reassure you that Home Protect Solutions has not stolen any data. We believe there may have been some misunderstanding, and we take concerns like this very…”
Our classifier read this reply as a deflection.
“It’s taking forever to get my kver”
“The worst compani”
Support unhelpful
3 reports · 18% of complaints“Your computer system giving contradictory information made my initial call void and it took two days to set up the policy that I wanted!”
“After confirming with the insurers, not the broker, that the cover was in fact, not what I requested”
“First time the policy had the wrong address.”
The company replied on 2025-07-17: “Hi Victoria, Thank you for taking the time to share your experience. We're truly sorry to hear that it didn’t meet expectations — we take all feedback seriously and would like to understand more so…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Misleading pricing
2 reports · 12% of complaints“This is a really underhand tactic to get people to click through to HPS”
“Seems a con to say they will guarantee to beat the current premium when they can't!”
The company replied on 2024-04-11: “I'm really sorry to hear about your experience and any inconvenience this has caused. Our goal at HomeProtect Solutions is to provide value and competitive pricing for your home insurance needs, and…”
Our classifier read this reply as a template response.
Billing errors
2 reports · 12% of complaints“On the due date the DD amount was taken from my bank.”
The company replied on 2025-07-25: “Hi Peter, Thank you for sharing your experience — we're genuinely sorry for the inconvenience and frustration caused. It’s clear that your interaction with us didn’t meet the standard of service you…”
Our classifier read this reply as a substantive response.
It promised: refund.
“now we are receiving communication from a loan company wanting payments from the 22 Oct 2025, now waiting for this to be put right.”
The company replied on 2025-10-27: “Thank you for your feedback, and we sincerely apologise for the confusion regarding the start date of your policy. We understand how important it is to have everything aligned correctly. Regarding…”
Our classifier read this reply as a substantive response.
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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 2026-09-12.