Avoid this insurer at all costs - they are dodgy as! Our BMW recently had its catalytic converter stolen. We reported this to the police, then made a claim with Esure. Having the converter removed deemed the car undrivable, therefore the car sat in its parked spot on the street until they collected it for assessment. During this time, the side of the car facing the road was not visible to us - thus any new damage there wasn't noticed. Two or three days later, when someone from ESure came to collect the car, we noticed someone had swiped it down the road-facing side. We're not sure how this happened - whether it was at the same time as the theft, or due to someone on the street subsequently sideswiping it (possible, as our street gets busy in the mornings). The police also didn't make note of this damage when they initially inspected the car following the converter theft - I'm sure they would have included this in their report if it was there (though it was late at night and it's possible they missed it). My husband reported this new damage to Esure and explained the situation. He was advised by Kieran on 4th July that this damage would be added to our claim. (Esure has have a recording of this advice.) We later received a call from ESure saying their estimated market value of our car was £2890 (!), and the cost of the repairs would be £2223. On this basis, they deemed the car a total loss. We were unsure how Esure arrived at this market valuation? Previously, they valued the car at £4853. It was in very good bodily condition: a few paint chips and scratches on trims of bumpers (all superficial), as well as a cracked panel over the front left wheel. We pressed Esure on why there was now such a dramatic reduction in our car's value?? Following that call (and because we believe they initially mistakenly deducted the cost of the catalytic converter repairs from the new car value!!!) they upped the car's market valuation to max £3800. The reason? The NEW sideswipe damage was categorised by them as PREVIOUS DAMAGE, so they therefore deducted that repair cost from the new car value! Doing this is illegal according to the financial ombudsman's website. (Also, if it was pre-existing damage as they insinuated, there was no reason for us not to report it to them beforehand as we were already covered for this kind of damage!) Second, I challenged Esure that the new valuation they'd assigned meant, as per the wording of their contract, the car was no longer a total loss (new value of £3800 vs repairs of £2200). Given I couldn't replace my car for the new market value they'd offered, I instructed them to please fix the car. Ian from the engineers team insisted that no, they weren't prepared to do this, because Esure had already decided the car was a total loss based on the first valuation! He also insisted that Esure had behaved legally... Come on guys - you don't have a leg to stand on here. Both your policy wording, as well as voice recordings between Kieran and my husband on 4/7 will attest to this. This case will be a no-brainer for the ombudsman. Will update gere again as this case goes forward. TL;DR: AVOID AVOID AVOID, this insurer is shonky as hell. Zero stars if I could.