Polly.co.uk Avis 

I had thought about life insurance on and off for years and finally went through with it today. Jordan F called me and was an absolute pleasure to speak to. Very understanding, knowledgeable on the questions and helpful when I didn't quite know the answer to my wishes! Highly recommend, and great to be able to send my friend a bonus as I knew she was with Polly before I signed up. So please with this service, phone call was quick after I applied for a quote, very reasonable quote also. Best thing I hope I never have to use!

Mike McCarthy helped me sort out my life insurance today and he was very helpful and made the whole process so simple and straightforward, so glad I’ve now got it sorted.

I spoke with Lewis Boustley who was most helpful am very patient. Lewis was courteous and explained the policy options to me in great detail. I felt very reassured and happy with my chosen policy. Keep up the great work.

Mitchell was very thorough and went through everything patiently, listened and with understanding. Ive now moved onto a different type of cover following purchase of my first property. Good advice given

Today I spoke with Lewis Routley regarding life insurance. I have a 16 month old and baby on the way. It’s reassuring to me that if anything was to happen to myself that my family could be provided for, and that my husband could afford to take some time off work.

Lewis explained everything to me and reassured me every step of the process. I’ve had calls regarding life insurance before and have felt like I’m talking to a robot, but with Lewis it was more personal and caring. Thank you to Lewis for all the help and reassurance, I will be telling my friends and family to join polly.

For something that can be very confusing and daunting Mike McCarthy explained it all amazingly. He was very helpful and made me feel at ease. He had the patience of a saint whilst I had my toddler running around in the background. I usually hate talking over the phone but Mike made it feel like a huge relief that I had finally sorted life insurance

Lewis routley was amazing at helping me navigate through this whole stress of sorting out my life insurance. So easy and quick to do. Another thing crossed off the list that I was dreading doing!

Customer service lad Tommy Miles was brilliant and so helpful. Pulled out all the stops to help me .

Lewis Routley made the process fun and informative. He also, sang happy birthday for me so I felt great even though I was getting life insurance which isn’t fun

I was extremely well informed throughout my consultation, and all of my questions were answered clearly and explained in a way that was easy for me to understand. James was incredibly helpful, professional and reassuring throughout the whole process.

I have to admit, I was dreading the whole life insurance conversation, but James completely changed my experience and made it a much more positive and comfortable one than I ever expected. I couldn’t have asked for better guidance and support. Highly recommend!

Tommy was very polite and informative, thoroughly knowledgeable and made sure I understood the policy.

I’d been meaning to get around to updating my life insurance for a while, so it was actually really lucky that Tommy Miles from Polly called me today!

He was so helpful from start to finish, talked me through everything clearly and made sure I understood exactly what I was doing. Really informative and easy to speak to, without making anything complicated.

Would definitely recommend Tommy Miles and Polly to anyone who needs help with their life insurance. Thanks again Tommy! 😊

Very friendly and informative - gave best advice on cover needed and saved on current cover. Advisor-Lewis

Excellent customer service, competency and friendliness from Brandon. Thanks so much for your time and energy.

Extremely disappointing experience with Polly Insurance. I would NOT recommend them at all.

I took out my life insurance policy with Polly in Jan 25. From the outset, I found the sales process very pushy. I was encouraged to take out additional “Critical Care” cover and, as a mum, I felt pressured into agreeing to it without feeling that the cover was properly explained.

I was also repeatedly contacted by phone and text regarding my partner taking out insurance. I explained that I’d passed the information on and he would contact them if interested, but the calls & messages continued so frequently that I eventually had to block the numbers.

The biggest problems began when I experienced financial difficulties and missed some payments.

I contacted Polly and agreed a payment arrangement with an adviser. I was told that if I made the payment by 31 Oct 25, my policy would remain active. I received one payment link and made that payment on the agreed date.

My policy was nevertheless cancelled because there was apparently another outstanding payment associated with a separate payment link which I had never received, nor they could evidence. Nobody contacted me to check whether I had received the second link before cancelling my cover, despite the fact that I had clearly demonstrated that I was trying to bring the account up to date.

I raised a formal complaint and Polly upheld my complaint. They apologised for the service I had received and confirmed in writing that they would fund £114.80 of missed premiums (£22.96 x 5) to reinstate my life cover. They explicitly stated that there would be “no lapse in your cover” and that I had been insured continuously since taking the policy out in Jan 25. They also gave me £50 for the stress and inconvenience caused.

Unfortunately, the problems didn’t end there.

When I subsequently tried to make the payments from the new date, I was still unable to resolve the account properly because the system continued to show missed payments. On 27 March 26, I screenshotted my Polly account showing multiple premiums still listed as outstanding, which were the five £22.96 life insurance premiums that Polly had said they were funding. The account was also warning me that my policy would cancel if I did not take action.

I raised a further formal complaint because I was getting nowhere and was concerned that the resolution of my first complaint had not actually been implemented correctly.

Polly did not uphold that second complaint, stating that the £114.80 had been paid and that my life cover had been reinstated. However, their own customer facing account was still showing those missed premiums as outstanding months later. I was then left trying to work out what I was actually expected to pay, while being warned that my life cover may be cancelled.

This was incredibly stressful, particularly because this was supposed to have already been resolved through a complaint that Polly had upheld.

There was also significant confusion over the different companies involved. Polly/Candid Insurance Services and iptiQ handled different aspects of the policy, when I initially complained I felt I was being passed from one company to another. As a customer, it was extremely difficult to understand who was responsible for my policy, payments and complaint.

To be fair, Polly did accept responsibility in my first complaint. They apologised, confirmed that the staff member involved had received additional training, said they had funded the missed premiums and offered £50 compensation. I appreciate that they did take some responsibility at that stage.

However, the fact that I then had to raise another formal complaint because the account was still showing the premiums as outstanding left me with very little confidence in the administration of my policy.

My criticism isn’t simply that I experienced financial difficulties or missed payments. It’s the way the situation was handled: the cancellation despite me following the payment arrangement I had agreed, the failure to clearly communicate the additional payment required, the subsequent confusion over the promised reinstatement, having to repeatedly complain while being left at risk of losing important life cover.

For something as important as life insurance, I expected much clearer communication, better administration and far less confusion.

I would strongly recommend anyone considering Polly to keep screenshots and records of every payment and communication , and to make sure they understand exactly which company is responsible for each part of their policy.

I wouldn’t trust Polly with something as important as life cover.

Overall, a very stressful experience which could have been handled so much better.

Highly DO NOT recommend Polly! 😊

Scot explained everything very simply, through the process
Gave me all the options with no added pressure to buy a policy.
Iv finally managed to get all the cover I needed without breaking the bank

I’d previously struggled to get my life insurance sorted, so I gave up and just left it while it was just me but when I became a new mum it was something I really wanted to get right. Mike McCarthy was brilliant from start to finish — helpful, patient and never made me feel silly for asking questions when answering with the information needed.

He explained everything clearly, made the whole process feel much less daunting, and even managed to help when I was probably overthinking everything!

Really pleased I finally got it sorted, and I’d definitely recommend Mike to anyone who wants someone friendly and genuinely helpful :)

Adam was so helpful today, gave me all the information i needed. Anything I didnt understand he explained it to me in easier terms. Highly recommend

Had a review and update of my policy this morning and spoke with John Byrne. He was wonderful. I had my toddler running around and being noisy in the background and he was so understanding. Definitely recommend him if you’re looking at opening a policy!

I enquired through an Insta advert and under an hour later Mike McCarthy called me back - he was amazing, previously I have found life insurance so confusing but he made it so straightforward and the price was good and competitive too! Would recommend