Esure Reviews

Name: Esure
Rating: 3.44

3.4 Rating 1,885 Reviews

61 %

of reviewers recommend Esure

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3.4

Based on 1,885 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.4 out of 5

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Esure 1 star review on 16th September 2024

Paula

John Aitchison

Esure 1 star review on 26th January 2024

Vytas

Esure 1 star review on 16th December 2023

Anonymous

Anonymous // 01/01/2019

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“Beware: A Nightmare Experience with Esure” I took out an insurance policy with Esure via a comparison site on October 7, choosing them based on cost. Shortly after, they emailed me asking for documents to confirm my details—but these emails went straight to my spam folder. By the time I checked, my policy had been abruptly cancelled on October 23 (just 16 days later) without any direct notification. They only refunded £371.53 out of the £414.56 I paid. When I reached out to resolve this and requested they remove the damaging “policy cancelled” mark from my record, they asked me to send in the required documents, which I promptly did. Despite my cooperation, they replied that they still wouldn’t remove the mark due to an alleged “failure to disclose” an SP30 offense—not even mine but from a named driver on the policy. I’m fairly certain I included this detail when signing up, but even if I had missed a box on the lengthy online form, it was an honest mistake. Why would I send them the DVLA summary showing the SP30 if I wanted to “non-disclose”? When I mentioned taking the issue to the ombudsman, their story suddenly changed—they updated the record from “documents not provided” to a “non-disclosure of penalty,” making it clear they were determined to label me negatively regardless of the context. If you value transparency, customer support, and common sense, I strongly recommend staying away from Esure and its sister brands: Sheila’s Wheels, First Alternative Insurance, and Esure Flex. This experience was frustrating, financially unfair, and shows their unwillingness to support customers in even minor, honest oversights.”

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Posted 1 week ago

“Got the best deal for my car insurance”

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Posted 2 weeks ago

“Spent 4 days trying to get through and spent ages waiting for someone to help me.I’d have had more luck ringing China.when I eventually got through there was no help at all. I will be re considering whether or not to renew. They won’t be as slow taking my money!”

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Posted 3 weeks ago

“I have been a customer for a very long time (over 15 years) and have 3x car insurances (policies). I called customer service to make a payment and to change my account details, as i missed one this month and was told that I missed 2x payments recently and have to pay the outstanding balance in full now. The lady (Rebecca) on the phone was not being helpful at all to some extent I found her rude and unprofessional. I asked to speak to a manager and was told to wait for 2/3 working days? I'm seriously thinking to not renew any of my insurance policies and to take my business somewhere else. As this company doesn't value you as a customer at all.”

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Posted 3 weeks ago

“Renewal quote was nearly £200 more than last year. On checking for cheaper firms found a quote on Esure for a £100 less. Contacted Esure to ask why but was left very annoyed that only new customers are entitled to a better deal. Not acceptable.”

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Posted 3 weeks ago

“Home insurance, dad who has no computer experience has been with Esure for years. Up for renewal Esure sent a confirmation postal mail to dad saying the renewal was going ahead. two days later another letter saying the insurance was cancelled. dad called them so many times. Finally got through and was met by a rude, inconsiderate and in my opinion incompetent member of staff that I would truely like to meet and give them a piece of my mind. That individual said that Esure don’t do anything now over the phone and when dad explained he has no access to a computer was told to go and use another insurance company. Probably the best advice Esure could and should give to all customers! Disgusting company you should NEVER use for insurance needs.”

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Posted 3 weeks ago

“Looking for a car insurance is main reason to choice a best site confused.c”

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Posted 3 weeks ago

“From start till 3 1/2 months later will not make contact with customer via phone calls or emails for a none fault SPOOFED CLAIM THAT I HAVE SENT CAMERA FOOTAGE OF MY CAR TIME AND DATE STAMPED OF MY CAR ON MY PROPERTY FOR OVER 24HRS OFF ROAD. NOW STOPPED CONTACTING THEM AS IT'S A WASTE OF ALL MY EFFORTS TO FIGHT THE THIRD PARTY SPOOFED CLAIM. KEEP AWAY FROM THIS COMPANY AT ALL COSTS. SOMETHING IS WRONG EPLOYEE WISE 1 star is it but. ???????????”

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Posted 1 month ago

“You will notice that all 4 and 5 star reviews are about taking out policy wait till you have to make a claim you will find this company is useless and all 1 stars are to do with claims and how they are handled DO NOT USE THIS INSURANCE COMPANY FOR ANY MOTOR INSURANCE”

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Posted 1 month ago

“I'm being generous with one star , my car was hit from behind and pushed into a car in front . I called esure at the side of the road and at first as I was speaking to the UK call Centre I couldn't fault them , they then passed me to Connexus which again tbh have been polite and helpful . I stupidly thought when my car was written off they would cancel the insurance , ooooh no they decided to take the money again . I called them 4 times and each time was told by the offshore call centre that I would have to pay a cancellation fee , I think NOT !!! They even said they weren't showing any claim on my account which I pointed out they claim management company were dealing with me and that the initial call which they arranged a recovery truck was started by them . Total joke of a company and made it worse the idiots at the offshore call centre !!!”

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Posted 1 month ago

“Was considering going to Esure however based upon these reviews covering their poor claims handling service , I will pay more and use a more reputable insurer .”

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Posted 1 month ago

“They don't even deserve 1 star . They are absolutely diabolical. Avoid at all costs . No-one has a clue”

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Posted 1 month ago

“I have been dealing with Esure for over 3 months now regarding a non-fault accident. I would not recommend these insures, Their approved garage to their own customers service is non-exist and any contact attempt a is extremely long winded you are passed around from department to department, I can only assume that it's to make you give up.”

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Posted 1 month ago

“Absolutely horrific! Avoid at all costs! I echo all the reviews below. I've been with Sheilas wheels (Esure) around 6 years, and have thankfully never had to make a claim. until very recently. It has been nothing short of horrific! As others have said you cant speak to anyone. it is literally impossible. There is 1 phone number and 1 email address. Noone responds. Staff are rude. Despite paying per month foe a courtesy car never got on. The whole ordeal was very stressful. Will not be renewing.”

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Posted 1 month ago

“Doesn’t even deserve the 1 star!!! Terrible company! Wanted to cancel my policy as I sold my car but wouldn’t refund me any months left of my premium as someone hit my vehicle so because of this I don’t get anything as they paid for my vehicle worth. I wasn’t even in my car when it was hit as it was parked. They failed to replace 2 car seats I had in the car at the time and so I had to replace both out of my own pocket which wasn’t cheap. And now they want more money from me, not a chance! Terrible service for what has been a loyal customer of years! I’d rather pay more for a better company who understand customer service and respect! 10000% do not recommend!!”

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Posted 1 month ago

“Awful insurance company, my vehicle was hit while parked by someone insured by Esure, there survive has been by far the worst insurance experience I have ever had . Avoid them in every way, cheap for a reason.”

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Posted 1 month ago

“Terrible car insurance company. A drunk driver wrote off my parked car back in May, and since then Esure have been incompetent and 90% of the representatives I have spoken to have had no idea what they are doing or how to advise me. One example of this is I got told last week that I would get my money back from the liable party on Monday just gone, upon speaking to another advisor today, they've told me that I have to go directly to the third party to claim my money back as they can't do this themselves! You can't get any more wrong than that! I have had to chase every single update via live chat and have not had one phone call since the accident. I had to chase up getting my written-off car removed from the side of my street (I got it towed home, not Esure!) as no one had the process issued - it took them 3-4 weeks to remove it to a compound and to get it assessed and deemed written off (it was VERY obviously written-off!). Originally, I got told by a representative that I had to contact the third party insurers myself to tell them about the accident, rather than them! Then the next person I spoke to said this was incorrect and they finally got in touch with the liable party. It has been an absolute shambles of a process, and I will never be using Esure for my car insurance again - as insurance is not a word I can use to describe them!”

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Posted 1 month ago

“Hurrendous. A taxi had made an illegal left turn, gone into the other side of the road then proceeded to come into my lane as I've slowed down and pipped. Hit me driver side on... I have dash cam footage from a car coming head on who gave me the evidence along with cctv footage from a local shop he saw him do the turn and hit.... Esure lost my evidence I sent in 3 times... And claimed he was still claiming no liability... Last week they finally said due to the evidence the third party had accepted total liability... One week later they ring and have said he's disputing it and they never said they'd claimed no liability.. passed around department to department... Shocking beyond belief. Can't wait to leave this company”

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Posted 1 month ago

“They linked my account with my boyfriend’s car insurance policy from years ago because we lived at the same postal address. Because of this I could never log in to my account with my email address, despite repeated calls and promises that they had referred the problem to their IT dept. After months of this I finally cancelled my policy today and started a new one with Sheila’s wheels, only to find out they are the same company, so I still couldn’t log in! They then tried to charge me £26 to cancel a policy I’d had for less than an hour, thankfully I stuck to my guns and they agreed to pay me the full amount. This is a huge security problem, if I wasn’t still with my partner it would be a massive problem! In over a year I have never once been able to view my documents, and when I call I have to pretend I don’t have my policy number otherwise the automated system sends an email to get through which I obviously can’t open! Avoid this company they are just scum.”

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Posted 1 month ago

“I have been with Esure for years, two weeks ago a van smashed into my parked car outside my home, my car was deemed unrepairable and taken away, I was sent an offer which I accepted and now they are saying they saying my claim has been suspended whilst investigating a fictitious claim I am supposed to have made and even though there is no evidence on the system. I have also been told because of this I have to take my courtesy car back, so have to take a taxi to work and back. The staff overseas that you have to deal with are rude and talk over you…WHAT HAS HAPPENED TO THUS COMPANY, I have been left out of pocket through no fault of my own”

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Posted 2 months ago

Esure is rated 3.4 based on 1,885 reviews