Peter James Insurance: most-reported complaints
Automated analysis of 377 public Trustpilot reviews published 2018-07-03 to 2026-09-13. TrustScore 4.9 from 6,714 total reviews — see the Trustpilot page. Quick answer: is Peter James Insurance legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report overcharging, which accounts for 29% of the 142 complaints identified across 377 reviews. Support being unhelpful is the second most common issue, cited in 20% of complaints, while account and app problems represent 11%. The remaining 17% of complaints fall under other categories. Trends indicate that reports of overcharging and account issues are rising, whereas complaints about unhelpful support are falling.
How to reach Peter James Insurance
These are the contact details Peter James Insurance publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 01215066040, email [email protected], address First Floor 2 Parklands, Parklands Business Park, Rubery, B45 9PZ, GB.
The company claimed its Trustpilot profile on 2023-08-01, uses Trustpilot’s paid features, and last replied to a negative review on 2026-05-07. Trustpilot ranks it 23 of 170 in Insurance Broker. 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: 3 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: 18/12 Win Car insurance for a lifetime (25yrs!)”, “E: 02/06 Win! Motor show tickets up for grabs! ,Bromley”, “E: 10/05 Win a pair of tickets to the 2012 Bromley Pageant of Motoring (Twitter)”.
Elsewhere: 4.3★ on Google (97 reviews)
TrustScore over time
4.9 → 4.9 across 9 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 (23%, 0.7d) · 2026-08-18 (23%, 0.7d) · 2026-08-21 (23%, 0.7d) · 2026-08-27 (23%, 0.7d) · 2026-09-05 (25%, 0.7d) · 2026-09-11 (25%, 0.7d) · 2026-09-14 (25%, 0.7d) · 2026-09-17 (25%, 0.7d).
Severity: 6% of this company’s 142 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In August 2024, 38% of 13 one-to-three-star reviews were 1★; in June 2025, 10% of 10.
Counted from August 2024 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 1.7 days between the experience and publishing their negative review (166 reviews record both dates).
What their policy promises
complaint process: easy
“make it easy for you to tell us about your complaint”
complaint process: swiftly as possible
“attempt to resolve your complaint as swiftly as possible”
complaint process: full investigation
“carry out a full investigation”
complaint process: fully informed
“keep you fully informed of our progress”
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.
Reply quality: of 22 company replies to negative reviews analysed, 55% engaged with the specific problem and 14% were generic templates.
7% of its 190 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: overcharging makes up 29% of this company’s complaints vs a 14% median across 79 ranked companies in its sector.
Review velocity: 1,867 of this company’s 6,714 Trustpilot reviews (28%) were written in the last 12 months.
What are the most common complaints about Peter James Insurance?
Overcharging
41 reports · 29% of complaintsrising since 2025-11“No compromise at all would be made in this case, and no flexibility provided”
1 reader marked this review helpful on Trustpilot.
“Premium increased again this year, and has for last few, when my other 2 policies with other companies has come down quite a lot.”
1 reader marked this review helpful on Trustpilot.
“They make you pay an admin charge just for renewing your policy”
The company replied on 2026-05-07: “Hi Peter. As a business, insurance brokers incur costs renewing your policy - staff, buildings, utilities etc. The actual insurer receives the bulk of the premium you pay so the admin fee covers our…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Support unhelpful
28 reports · 20% of complaintsfalling“No compromise at all would be made in this case, and no flexibility provided”
1 reader marked this review helpful on Trustpilot.
“Inappropriate email to review a service after calling to say my husband has died!”
“service I received from everyone involved to pursue my claim & get my bike repaired was non existent”
The company replied on 2024-11-25: “Rod , my claims colleague has sent an email asking direct to you to make contact with us so we can discuss can you please contact by return and we will address your concerns Many Thanks”
Our classifier read this reply as a template response.
Other
24 reports · 17% of complaintssteady“cost me more as they had cancelled my policy which I felt should not have happened”
1 reader marked this review helpful on Trustpilot.
“if they are going to stop sending out physical documents then it’s impossible to tax vehicles in Northern Ireland”
1 reader marked this review helpful on Trustpilot.
“the lack of a paper certificate.with no printer or smart phone and being computer illiterate gives me great problems”
The company replied on 2025-10-17: “Hi Carl. Apologies if there's been any confusion. If you give us a call we'd be very happy to print and post your documents to you! Many of our customers are not tech savvy so it's a service we're…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Account/app problems
15 reports · 11% of complaintsrising since 2025-11“Couldn't give me a quote”
1 reader marked this review helpful on Trustpilot.
“Online renewal didn't work on multiple devices and operating systems.”
1 reader marked this review helpful on Trustpilot.
“Took three days to pay online. wouldn't let you pay Unable to pay and so on”
The company replied on 2025-12-19: “We did experience a problem last week with our online renewal payment portal, please accept my apologies for the inconvenience. Our team would have been very happy to process this over the phone for…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Misleading pricing
15 reports · 11% of complaintsfalling“After being told non fault claims wouldn’t affect renewal the reality was that it nearly doubled!”
1 reader marked this review helpful on Trustpilot.
“This is not made clear before purchasing the cover”
“I was then forced to pay a £41.42 admin fee. This was outrageous and I was totally mislead.”
The company replied on 2025-04-04: “Thank you for your feedback , i have reviewed your comments and our records and have agreed to refund you and this his been placed on your card that you paid with originally , please accept our…”
Our classifier read this reply as a substantive response.
It promised: refund.
Support unreachable
10 reports · 7% of complaintsrising since 2025-11“I have still not received a reply”
“That was four days ago still no call or contact”
“could not be put through to Claims”
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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 2026-09-14.