I do not know where to start with this review. I don’t usually write reviews but feel compelled to do so on this occasion due to the utter shambolic service provided by Esure. I advise anyone to never, ever use this company for insurance purposes or anything else. Whilst the initial costs may be low and seem appealing, the service and claims process is horrific, as is the customer service. Please read on to hear my experience. I needed to make a claim following the theft of my car on 21st August 2023. After reporting this on 21/08/2023 then being on hold for 90 minutes initially listening to the horrific piano music of Moon River, Bridge Over Troubled Water and (ironically) Sounds of Silence, I was told this was not the right team and I had to be transferred to the Esure Flex team. Again, another hour went by on hold, listening to the same tunes. I then provided the details of the claim and was told that I’d need to speak to a specialist from their theft team but they could only call me 24 hours later. Admittedly, this person called me at the time specified 24 hours later (22/08/2023) but I was met with some very accusatory questioning and attempts were immediately being made to find ways not to pay out for the claim. I had paid extra in my policy for a hire car which I was assured was being sorted out via Enterprise Rent a Car. I left to go away for a week on 23/08/2023 expecting this to have been sorted by the time I got back on 29/08/2023. On contacting Enterprise, they had no reservation code sent from Esure and needed this to sort me a car. I rang Esure. The automated phone lines make it so difficult. For example – please tell us what type of policy you have (motor, home, travel). On saying motor, I was met with a message saying “For all travel insurance please visit our website before being cut off” then I had to go through the process again. If I did get to speak to someone, I was put on hold for 10 minutes, then immediately cut off. When I raised this with a member of staff before being told they were going to put me on hold, they made out like this was my fault – like I’d wait to speak to someone for 1 hour, be put on hold for 10-15 minutes then decide to cut myself off. There is a clear issue with Esure systems as this frequently happened. Between 29/08/2023-01/09/2023 I rang Esure countless times to get them to send the requested details to Enterprise. They continuously failed to do so, cutting me off regularly and this increased my levels of stress and frustration being without a car for work purposes. I work in child protection and a car is crucial to my job. No apologies were given. By close of play on 01/09/2023, after 4 days of me continuously trying, they managed to get a reservation code to Enterprise for me to collect a hire car on the Monday morning (04/09/2023). I could only collect at 10:00 meaning I was late for work and had to cancel much needed visits. By this time, it was 2 weeks since I had reported my car as stolen. It’s hardly a swift response to ensure I have a hire car. My car was recovered on 11/09/2023. I spoke to Esure on this date who arranged collection to take it to a relevant garage. It is now 27/09/2023 and I have heard absolutely nothing from the regarding any progress of my claim, any repairs or settlement. I tried ringing Esure on 22/09/2023 and, after being cut off many times again, I spoke to someone. Again, they said they’d transfer me to their “Esure Flex” team. I needed to hold and repeat the same information. I spoke to someone and they said their underwriters had tried getting hold of me. I had no incoming communication with Esure via phone calls, emails or post. There were no voicemails or anything in relation to this matter. The only correspondence I’ve had is my outgoing correspondence when I’ve tried and many times failed to get answers. Therefore, I disputed the fact someone had tried calling me. Anyway, on 22/09/2023, the Esure Flex Team said they would transfer me to their underwriters team who are dealing with the claim. This was at 09:06. At 11:30am I terminated the call having been on hold for this time. My job is demanding and extremely busy – nobody rang me back. Enterprise rent a car rang me late on 25/09/2023 as they want their car back. I rang Esure again at 08:06 on 26/09/2023. After being on hold for over 1 hour, someone answered and again claimed they had tried calling me. I disputed this. I was put on hold and cut off. They did ring me back this time. The man I spoke with said he had emailed the underwriters to contact me as a matter of urgency. I received no phone call on 26/09/2023. It is now 27/09/2023. I need to return the hire car today meaning I am left without a car. I rang Esure at 09:27. It is now 10:31 and I’m still on hold having yet to speak to anyone – 1 hour 4 minutes and counting on hold. This whole process has been galling. It would be more preferable for me to buy a new £50,000 car, not have insurance, deliberately smash my own window, set fire to my own car then immediately go out and spend £50,000 on another car rather than have to deal with Esure again! Do not use this firm. I’d describe them as useless, uncaring, unhelpful and incompetent.