Esure Reviews

Name: Esure
Rating: 3.42

3.4 Rating 1,909 Reviews

61 %

of reviewers recommend Esure

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3.4

Based on 1,909 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	1.3 out of 5

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Esure 1 star review on 25th December 2024

Anonymous

Esure 1 star review on 16th September 2024

Paula

John Aitchison

Esure 1 star review on 26th January 2024

Vytas

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Be VERY careful if you might add someone on to your policy in the future, they only insure very low risk people and give no explanation if someone is deemed too high risk to add. My partner cancelled his policy today because he tried to add me and was told that as an actor I was 'high risk'. This is weird enough (why would actors be high risk?) but we even explained that I'm primarily a VOICEOVER actor working from home, and also separately a business owner (also WFH), and were still told that they can't cover me. Guy on the phone couldn't give us any answers or even pass us on to a manager, so we just had to cancel the whole policy, lose no claims bonus and go somewhere else. Lack of explanation left us feeling like I'd been discriminated against for no good reason.”

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Posted 3 years ago

“I was hit from behind by a bus. No injuries , no sharp breaking. Full cctv of incident. My insurer Esure accepted 100% of blame as they couldn’t see why I had slowed. The bus driver had action taken against him by garage but still Esure wanted to accept 100% of blame. I was told that a court case would find us to blame. I asked what experience of court , or courses had the accessor been on , none was tha answer. Esure simply do not find it cost effective to fight a case on your behalf so they submit to liability and pass the cost onto the driver. My insurance increased by 1/4. Pick an insurer that will fight your corner, that certainly isn’t Esure”

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Posted 3 years ago

“I’m very upset with Esure. After waiting 3 months for an appointment to have the car repaired, I’m informed that the company they use for repairs - Gemini in Newport- they can’t supply a courtesy car at the moment, so have to wait for at least another week for them to find me a car.😡 this isn’t helping my blood pressure!”

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Posted 3 years ago

“Great service when buying the policy. Terrible service when help is needed: emails are not responded to, other than the cursory acknowledgment, and phone calls are unanswered. I would honestly advise potential customers to avoid this company to avoid having the same frustrating experience and totally inadequate service.”

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Posted 3 years ago

“Service and phone line very bad, waiting hours nobody answer”

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Posted 3 years ago

“easy to get insurance very difficult and expensive to cancel.would not recommend or use again”

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Posted 3 years ago

“40 minutes to try to contact customer service. Still unable to get through. Giving up. Will try another day. Live chat feature is just a robot.”

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Posted 3 years ago

“I am not happy .because I had a problem for windscreen repair took 7 days.really bad experience.I didnt go work shopping lots of lost.”

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Posted 3 years ago

“Absolute garbage. Customer services couldn't two shits wether you are happy or not they just want you to get off the phone so they can go back to pissing other people off. Dont bother with these arseholes”

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Posted 3 years ago

“They are happy to take your money but refuse to actually provide the service you pay for! I have been driving for 20 years and never made a claim in my life. My car was recently damaged during a bad storm with a rear window put through, cosmetic damage down the side of the car due to a falling tree and electrical damage of an as yet undiagnosed nature. After doing some research the electrical damage appears to have been caused by water ingress somewhere and after a few calls around was shaping up to be very expensive to have fixed, so I thought I would go through these clowns to have all the damage fixed in one go. After all that's what we pay for insurance for correct? So far they have had my car for 3 weeks and they are now refusing to fix or even diagnose the electrical fault or the cosmetic damage, arguing with me that they could not possibly have been caused by the falling tree or the storm! They where very happy to pay to have my entire roof repainted however, despite me not noticing any damage to the roof at all and certainly not reporting this. After arguing with a person over the phone who spoke to me like I was a child and basically calling me a liar, we are at a stage where they are telling me that it is my responsibility to have the electrical damage diagnosed and proven to be caused by the storm, and they are flat out refusing to repair the cosmetic damage caused by the falling tree! So basically I just had to pay £300 excess to have a rear window replaced, which I could have had replaced for £100 excess, and my roof repainted despite not even asking for this! My car is going to be returned to me next week, almost 4 weeks after having it collected, with the cosmetic damage that I actually reported and the electrical damage undiagnosed and not repaired... Avoid these absolute con artists at all costs. I shall be cancelling my policy with them at the end of this months payment.”

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Posted 3 years ago

“Worst customer service ever. Staff need training as to what their claim process is. I've waited nearly 2 months an I am no further forward. Staff members are rude despite their ineffective service.”

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Posted 3 years ago

“No customer service. Put in a claim for a car accident (not my fault) have heard absolutely nothing, no updates. It seems to be me chasing them for updates. Finally recieved an email today where they have taken excess from my own policy when I’m sure if I’m not to blame the other drivers insurance should be paying for this? I also have a courtesy car through Esure and now am sitting on hold (50mins so far) waiting to speak to someone to get some clarity as to why my excess has been taken and to ensure the courtesy car payments are covered by the other persons insurance Get it together Esure. Quite a shame as I’ve been with them a while. Unfortunately they’ve failed at the most important part”

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Posted 3 years ago

“My renewal insisted I have a burglar alarm as my contents are down at almost £100,00! I informed then that he figure was wildly incorect & that I am just an average householder with average contents. Despite this they refused to insure me without me installing a costly & unwanted burglar alarm. I was put on hold for nearly 40 minutes & then got cut off before I was told this. I have now cancelled the renewal! I will never go through Esure again. Very unprofessional handled, very unfriendly.”

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Posted 3 years ago

“Sent me today email telling me they had cancelled my car insurance a week ago so I've been uninsured. The email a week ago telling me to take action didn't have my name or insurance policy number on so I thought was scam email. Not a professional company and they can go run and jump for any outstanding balance”

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Posted 3 years ago

“I submitted a claim for flood damage to my property 4 weeks ago and esure passed by case onto Sedgwick who are absolutely awful. They didn't process my claim initially, then the loss adjustor was off sick the second loss adjustor did not include 2 of my carpets the main part of my claim. He lied saying that my lounge carpet was to be cleaned, when he had written that it had to be dry cleaned. I know this because an inexperienced call handler read his report to me. when I lodged a formal complaint I was advised that they would get someone else to examine my carpets. No one contacted me. They have offered me a cash settlement which no where near covers the damage, I refused. I'm still waiting for my case manager to contact me 4 weeks later. They refused to lift my hall laminate despite the manufacturer stating that it needs to be lifted. I have started communicating by email and not phoning as they never get back to me and I will have documentation of all my communications should I need to contact the ombudsman.”

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Posted 3 years ago

“Overview Reviews About esure esure Reviews 14,590 • Great 4.2 In the Insurance agency category www.e sure.com Asking for reviews Verified additional company details See business transparency Reviews 14,590 Excellent 65% Great 13% Average 4% Poor 3% Bad 15% Filter by: All reviewspriceesureserviceinsurancepolicycar insurancecompanycarquoteyear Search reviews Mel Smith 1 review Updated 21 minutes ago Unprofessional & incompetent Avoid this company at all costs. Even their own staff will blame each other and tell you they've received many complaints about their service for car insurance and will complain about each others conduct. They'll even give you names. Heaven help you if you get through to the Scottish office. Manchester are apparently much better at handling things- by their accounts! My claim has been dragged out due to incompetent staff booking an engineer for the following month instead of the current one, to access my car. They base their estimations on their own calculations and not current market value and don't forget, they'll take off your excess and you'll be left with peanuts. Additionally, and maybe all companies now do this, and don't actually look at your car in their collection depo. Just 40 additional photos that they take themselves. They don't actually have the time or staff to see your car for real. If you're lucky, you'll get a hire car. Unlucky if it has to be returned before they've processed your claim and when you need a car to pick up another vehicle you've just bought, and worse, don't have the money when you need it to put towards a new one. And what company in this day and age issues cheques? So add on an extra week from when they post a cheque to you to when it can be cashed and in your account. Since they have changed their minds about sending my cheque recorded delivery the next day, I will have to wait a further 2 weeks. I can't get through on the phone, I can't even make a complaint. For your own sanity and peace of mind, shop elsewhere. I've been driving for over 20 years and never had so much bad service from an insurance company. I can highly recommend Direct line. I'd even be happy to pay more, knowing I'll get a decent service. Glad their recorded message told me the other companies that are under their "umbrella" so I can be sure not to insure with them,either- Sheila's wheels being one of them. I'd rather pay a bit more for insurance with a better company than the incompetence that is ensure. NO STARS”

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Posted 3 years ago

“I am currently dealing on a claim with esure and I tell you, it is the worst service I have ever received from a service provider. Following an accident 3 weeks ago, I spent over an hour trying to speak to someone on the phone, subsequently, I completed an online claim on the day of the accident. Till today, no one as called from esure as courtesy. I finally found out on Friday, that they had decided that the fault was mine, despite detailing the information in the form, despite mentioning the other driver had claimed fault, and despite claiming the had not received all the original details. As of Friday 29 October, they had not contacted the other drivers insurance. I have sent numerous emails, no all backs. I am now in a situation where I don’t have a car as my car is currently being fixed and they are unable to provide me with a courtesy car. It just shows that affordable insurance isn’t always great. The service has been ….., I’m speechless really!”

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Posted 3 years ago

“If you don't have nothing to do with your time doing your policy with them. I've just been asked to pay over £400 to cancel my policy. I had a claim a few months ago due to a cat stolen. I waited a few weeks to have it resolved after long time lost on phone and reviews. Now I need to loose more time to cancel the policy. I will try to create awareness about this all over as this situation creates a lot of stress and I don't want anyone to have the same experience.”

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Posted 3 years ago

“I will never use this insurance company again. They renewed my car insurance after I phoned to cancel. Now I have a invoice for £57.31 plus if I don't pay it they will transfer my debt to a debt collecting company. There is absolutely nothing decent or respectable about this company they are just money grapping cheats.”

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Posted 3 years ago

“its not that the staff are terrible or rude ! they are lovely but not trained well by the company. I was quoted £400 for renewal on around the 7-9 sept and a very lovely lady matched to £4000 and I said, i need to decide to pay full amount or monthly. she told me I do not have to pay immediately as I was deciding to pay the full amount or monthly. so she told me to call back 6th October and she will hold that quote for me. just rang up and she did not put the quote in the system as promised. I am so gutted as this is a crazxy amount to pay for a ar that is 21 years old and I have never claimed in my 30 years driving”

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(Car Insurance) - Posted 3 years ago

Esure is rated 3.4 based on 1,909 reviews