When I was sorting out my elderly brother's affairs I found that he had been paying two companies for house insurance over a number of years. I called Paymentshield to discuss this and they explain... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
My experience with payment shield was made so easy as I deal with a lovely lady called Elaine. She helped me through explaining all points in detail with such kindness patience and professionalism. I... See more
Company replied
Paymentshield has been an amazing service, even when I wasn't still living in the house they made me feel safe. Once I noticed I forgot to turn off the service they were super helpful and made the pro... See more
Company replied
I recently contacted customer support to sort out some unusual payment activity. I somehow ended up with a refund before a payment for my policy had been taken. The team were brilliant. They cleared... See more
Company replied
Company details
- Insurance Company
- Home Insurance Agency
- Income Protection Insurance Company
- Insurance Agency
- Landlord Insurance Company
- Renter's Insurance Agency
Information provided by various external sources
Paymentshield work hard to make life easier for their policyholders, especially when life doesn’t go to plan. Paymentshield offer 5 Star Defaqto rated insurance products and partner with cherry picked insurers who provide a claims service centred on keeping families in their homes or getting them back there as quickly as possible.
Contact info
Wight Moss Way, PR8 4HQ, Southport, United Kingdom
- 0345 601 1050
- online.feedback@paymentshield.co.uk
- paymentshield.co.uk
4.9
Excellent
9K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
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Payment Issues
I had an issue with my policy being cancelled due to my broker not providing the correct card details. I had 2 callers in the past tell me I had to make payment over the phone without explaining what security they provide when passing card details over the phone and could not tell me how many months my outstanding payment covered- I had a call with Mike Land today and he was extremely helpful- don’t think i’ve had someone help as much as he did today :)
21 August 2026
Unprompted review
Reply from Paymentshield
Good morning,
We appreciate you sharing your experience. We are concerned to hear about the initial difficulties you faced with your policy and the clarity of information provided regarding payments and security. We are, however, very pleased that our colleague was able to assist you effectively today. We are always working to improve our service and your feedback is valuable in helping us achieve that.
Have a lovely day,
Aisha - Paymentshield
Recently contacted customer service…
Recently contacted customer service after realising a payment had not gone through. Spoke with Nial who was super helpful no judgement, explained process perfectly, no problems, perfect! lovely representative, thank you
21 August 2026
Unprompted review
Reply from Paymentshield
Good afternoon Karen,
We're so pleased to hear you had such a positive experience with Nial. It's wonderful to know that the process was explained clearly and that you received such helpful support. Thank you for sharing your kind feedback.
Have a super weekend
Lewis - Paymentshield
BTL insurance
I was greeted by a very polite lady called Dawn, who handled my enquiry on 4 policy’s efficiently without fuss , she was very helpful, just what’s needed when dealing with insurance which can be a headache .
21 August 2026
Unprompted review
Reply from Paymentshield
Good afternoon Edward,
We're so happy to hear that Dawn provided such efficient and helpful service with your policies. We understand that dealing with insurance can be complex, and we appreciate you sharing your positive experience with us.
Have a super weekend
Lewis - Paymentshield
Sam Ackers was extremely helpful in…
Sam Ackers was extremely helpful in resolving an issue we encountered with our policy. Truly an excellent customer service!
6 August 2026
Unprompted review
Reply from Paymentshield
Good afternoon Kate,
We're so pleased to hear about your positive experience and that Sam was extremely helpful in resolving the issue you encountered. It's wonderful to know you received excellent customer service.
Have a super weekend
Lewis - Paymentshield
I had a productive conversation with…Mark
I had a productive conversation with Mark. He reassured me on the questions I had and I was more than happy to re-insure with payment shield. It is so nice to be able to talk to a human long may it last. Thanks again Mark.
20 August 2026
Unprompted review
Reply from Paymentshield
Good morning Sue,
We're so pleased to hear about your positive experience. We appreciate your kind words regarding the helpful conversation you had with Mark and that your questions were reassuringly answered.
Thank you for your 5 star feedback!
Have a lovely weekend.
Diana, Paymentshield
Pleasant Insurance Call.... who knew.
With an older policy I wasn't able to just swap my address when I moved so I expected a few challenges. Dawn made the whole call - taking out new home insurance and cancelling the whole policy, effortless and smooth sailing all the way. She was very communicative and was very pleasant. Something I expected to be a frustrating experience was actually a pleasant experience thanks to Dawn.
20 August 2026
Unprompted review
Reply from Paymentshield
Good morning Matthew,
We are so pleased to hear that what you anticipated to be a challenging experience turned into a pleasant and effortless one.
It's wonderful to know that Dawn provided such smooth and communicative assistance with your home insurance. We appreciate you sharing your positive feedback!
Have a super weekend.
Diana, Paymentshield
Thank you for your service.
Thank you for your service.
Hassle free and straightforward
20 August 2026
Unprompted review
Reply from Paymentshield
Good morning Susan,
We are so pleased to hear that you found our service to be hassle-free and straightforward. Thank you for your kind words.
Have a great weekend.
Diana, Paymentshield
Amazing customer service
Dawn who I spoke with was so kind and so happy to help me
20 August 2026
Unprompted review
Reply from Paymentshield
Good afternoon Edel,
We appreciate you sharing your amazing 5 star customer experience!
It's great to hear that you found Dawn so kind and helpful.
Have a lovely evening.
Diana, Paymentshield
Very helpful the lady I spoke today on…
Very helpful the lady I spoke today on the phone.
19 August 2026
Unprompted review
Reply from Paymentshield
Good morning Angela,
We are so pleased to hear that the team member you spoke with on the phone was very helpful.
Thank you for sharing your positive experience with us and have a lovely day!
Diana, Paymentshield
Upon the late cancellation of my policy....
Upon the late cancellation of my policy that was no longer required or relevant, I requested a refund of the payments I made back to the date this should have been cancelled. I was kept fully in the loop on this by the team and who only too a few days to process this and provide a refund. So it was a 5 Star service provided. Kudos to David Dodenhoff who handled this refund and provided great customer service.
19 August 2026
Unprompted review
Reply from Paymentshield
Good morning Gavin,
We're delighted to hear about your positive experience with our team regarding your policy cancellation and refund.
It's wonderful to know that the process was smooth and efficient, and that you felt well-informed throughout by David.
Thank you for sharing your kind words.
Have a super day.
Diana, Paymentshield
Professional and Courteous
Having spotted a mistake I had made when I changed from personal to landlord insurance, I thought I would call Paymentshield just to make sure my account was now closed. I was taken aback when they said that an error like this might be subject to a refund. I provided the necessary documentation yesterday and today received confirmation that I will indeed receive a refund. This entire process has taken just 24 hours. I am absolutely staggered at the fantastic service quality I have received and how professional and courteous the staff have been to me. I will be going back to Paymentshield as soon as possible. Thank you so much
19 August 2026
Unprompted review
Reply from Paymentshield
Good morning Graeme,
We are so pleased to hear about your positive experience with us and the efficient resolution of your refund.
It is wonderful to know that our team provided professional and courteous service, and we truly appreciate your kind words. We look forward to welcoming you back soon!
Have a good day.
Diana, Paymentshield
Service good but my loyalty not considered
Paymentshield have been great but due to lack of employment from my side the policy lapsed and after almost 6 years of loyalty i was expecting the premium to be favourable, but it was more than the previous policy. I suppose this can be blamed on cost of living, the rep, Lisa was great and polite but very little was offered to retain my custom as I have been offered by other firms due to the time I have stayed with them.
19 August 2026
Unprompted review
Reply from Paymentshield
Good afternoon Aftab,
We appreciate you sharing your customer experience with Lisa who you found polite and helpful.
We understand your disappointment regarding the premium increase after your policy lapsed, especially given your long-standing loyalty. We acknowledge your concerns about the cost of living impacting premiums and the limited options presented for retention.
We are always reviewing our offerings to ensure they meet our customers' needs. Your comments are valuable as we continuously work to improve our services and customer experience.
Have a good afternoon.
Diana, Paymentshield
Helena managed to sort out a policy…
Helena managed to sort out a policy that I thought had been attended to .
18 August 2026
Unprompted review
Reply from Paymentshield
Good Afternoon,
Thank you for taking the time to leave your feedback. We are so pleased that Helena was able to sort out your policy. I will ensure that your lovely comments are passed on.
Take care
Elizabeth - Paymentshield
Excellent Customer Service
I called today to check if my policy covered my house's flat roof before I agreed to renew my policy. Elaine was super helpful and efficient and even saved me money on my monthly payments, by reviewing the aspects of my coverage. I am very happy with the service and cover I have for my home with Paymentshield!
17 August 2026
Unprompted review
Reply from Paymentshield
Good morning Che,
We appreciate you sharing your positive experience. We're so glad to hear that Elaine was helpful and efficient in reviewing your coverage and saving you money. It's great to know you're happy with your home insurance.
Have a super day
Lewis - Paymentshield
Received my refund within days
Received my refund within days. 10/10 customer service, that felt effortless.
11 August 2026
Unprompted review
Reply from Paymentshield
Good morning Cameron,
We are so happy to hear that your refund was processed quickly and that our customer service was appreciated. Thank you for your kind words.
Have a super week
Lewis - Paymentshield
Sam was very kind and went out of his…
Sam was very kind and went out of his way to help me, even though my English isn’t very good. I’m truly grateful that I was able to complete the formalities without any stress at all.
14 August 2026
Unprompted review
Reply from Paymentshield
Good morning Yasushi,
We are delighted to hear about your excellent experience. It's wonderful that Sam was so kind and helpful, ensuring you could complete everything without any stress. We appreciate your kind feedback.
Have a super week
Lewis - Paymentshield
Dawn was very helpful and answered all…
Dawn was very helpful and answered all questions
14 August 2026
Unprompted review
Reply from Paymentshield
Good morning Simon,
Thank you for taking the time to share your positive experience. We are so pleased to hear that you received helpful support from Dawn and that all your questions were answered.
Have a super week
Lewis - Paymentshield
Great Support from the Team
I recently contacted customer support to sort out some unusual payment activity. I somehow ended up with a refund before a payment for my policy had been taken.
The team were brilliant. They cleared up the confusion in no time, explained my policy queries clearly, and were incredibly helpful throughout. It is rare to find a support team that is both efficient and easy to deal with. Highly recommended.
14 August 2026
Unprompted review
Reply from Paymentshield
Good afternoon Chris,
We're delighted to hear that our team was able to quickly resolve the confusion regarding your payment activity and clearly explain your policy queries.
It's wonderful to know you found our team so brilliant and efficient!
Thank you for your kind words and have a super weekend.
Diana, Paymentshield
Excellent customer service
Fast, easy to access service. No hassle or waiting time. Polite, professional and knowledgable staff. Best customer service experience. Thanks
13 August 2026
Unprompted review
Reply from Paymentshield
Good morning,
We are so pleased to hear you received fast, easy-to-access service with no hassle or waiting time. It's wonderful that you found our staff polite, professional, and knowledgeable.
Thank you for sharing your best customer service experience! Have a super day.
Diana, Paymentshield
I rang to discuss my renewal documents…
I rang to discuss my renewal documents and the call handler was incredibly friendly, informative and helpful. We went through the levels of cover I current held and looked for any required changes. There was no pushing for sales or extra cover and I felt comfortable dealing with a renewal with Payment Shield.
13 August 2026
Unprompted review
Reply from Paymentshield
Good morning,
We're delighted to hear about your positive experience discussing your renewal documents.
It's wonderful to know that our team member provided such friendly, informative, and helpful assistance without any pressure, making you feel comfortable.
Thank you for sharing your kind feedback.
Have a lovely day.
Diana, Paymentshield
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