Esure Reviews

Name: Esure
Rating: 3.42

3.4 Rating 1,909 Reviews

61 %

of reviewers recommend Esure

Company Reviews

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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

“ZERO stars!!! 👎👎👎 Diabolical customer service from esure over recent claim where the other driver accepted full liability for writing off my innocently parked car. If I listed all the things that were terrible about my claim experience I would never finish writing this review...and you'd get bored reading it. In short, don't use them. Ever.”

Helpful Report

Posted 7 years ago

“Absolutely disgusting service. I wish i could give 0 star, and that's not me exaggerating. My partners car was involved in an accident and they got there repairers to get the car fixed. Pictures were taken as well as a visual and practical examination was taken upon collecting the car. On the day the car was "fixed" and being dropped, the driver seemed really eager to drop the car off without me having time to analyse the vehicle. Called me and i told him i would be down in 1 min, less than 30 seconds he was at my door and ready to hand the keys and take payment without my assessing the vehicle. While inspecting the vehicle and waiting for him to get through to the garage so i can make bank payment i luckily decided to take a seat in the car as it was cold, that was when i noticed that the force to open the door was a lot. Sat in the car for 1 min and tried to open the door and it was so stiff i had to use my second hand to push it open. When i asked the driver about it, he quickly said oh there is no issue, then LIED and said oh remember you said there was an issue with the door. But i quickly reminded him that we inspected the vehicle together and marked the issues that there were problems and the passenger door was not one of them. I have now been trying to liaise with ESURE who have not done anything to help but rather communicate with the repairers - GEMINI in Nuneaton and failed to escalate it upon my request. I will be taking this to the full extreme as my partner is not in the country no more and i have been managing the case. I'm currently insured with ESURE and will be CANCELLING insurance asap. As well as making it my personal case to make others aware of how horrible they are to its customers. By law the garage are subject to the Supply of goods and services act 1982, and this has not been done.”

Helpful Report

Posted 7 years ago

“When I decided to open a policy, whit this company, I called the customer service's number from their web site; I asked for information about the procedure and the costs; they offered me a quote and I accepted. 2 weeks later I received a letter on behalf the company asking me for documents necessary for the policy renewal and furthermore they threatened me to close down the policy if I didn't provide such documents. Their request didn't make any sense cause the policy was been opened 2 weeks earlier, so I called the customer service, from the number on the letter, and the operator, assess that my policy was new, told me that they had to double my premium due to the fact that I couldn't provide that documents. Feeling teased, I try to understand and he told me that he couldn't explain me much more or do otherwise cause he was just a call center operator. So I asked him to explain me the procedure to close down the policy and he did it, explaining that I was due to pay a little fee for it. The day after I called again and another operator told me that I didn't have to pay anything and rather the company in 10 days repay me cause I was closing the policy at the first day of the month. So I closed down the policy but after a few days they took out the total amount for the premium from my bank account. I called back at the same number and the operator told me that that one was a fee for the closure. I explained what the 2 previously operators told me about and he told me that probably his colleagues were not well informed about the company policy and he couldn't do nothing cause he was just an operator. The call center team which is entrusted the customer service is making a really bad image of the entire company due to a serious lack of professionality and trasparency.”

Helpful Report

Posted 7 years ago

“I Cancelled my policy with Esure having received an unacceptable renewal quote. This left me with a small sum of money to pay as a penalty etc. I sent Esure a cheque for the outstanding balance, as I was not prepared to pay the costs of the phone call and wait until an advisor answered the phone. I received a number of e-mails, & letters demanding the final sum. The last letter I received threatened to pass my details to a Debt Recovery Agency. I have now discovered the cheque had been cashed, & the balance paid. Despite this I did not receive an e-mail or letter acknowledging receipt of the payment. As a result of MY experience they are Not a company I will use again.”

Helpful Report

Posted 7 years ago

“had insurance everything was going great paid upfront cost and also second months payment revived an email on 12th to say we need more information and some document i thought i had sent it but may have had a problem going through never revived any call or email to say haven't revived then i go and login to my account to check my DD date and says has been cancelled since the 9th of march i made a payment on the 2nd march so how is this and now i have lost my deposit ( upfront ) really not happy and web chat and call center staff have not been helpfull just said we can not do another insurance for you (email provided is not one on account but if you email i can send everything accross)”

Helpful Report

Posted 7 years ago

“Made a claim due to vandalism, unable to drive car because wing mirrors were removed. Was told couldn't get a courtesy car for 5 days as weather has been bad and lots of other claims have the cars already. So we receive substandard service because they have a lot of claims. They told me first come first served on courtesy car to which I replied...."I'm sorry, I should have left a note asking the vandal to wreck my car before in better weather". It's surely not my fault they are using a repairer that don't have enough vehicles. Only just renewed taken the policy out. Can't wait to move companies already............Shocking treatment!!!”

Helpful Report

Posted 7 years ago

“I had an accident end of December where I was not a fault and Esure were taking the claim on behalf of the third party insurance company. In January I had been on the phone to Esure, the third party company, two car hire companies and my Solicitors all in one day (a service I pay Esure to do). They then emailed me later that day to say the car was a write off, will be valued and scrapped and they will let me know what the value is. The next day, they sold the car in a private auction. It wasn't until my 3rd email, and a complaint later in mid February that I found this out through the third party insurance company. Huge lack of communication. They then sent me a cheque of £200 out of a goodwill gesture. I needed a car, so repaired my old car I had sitting in a garage and went to change my car on the policy that had 6 months left. They charged me £241 extra just to change cars. I have never had an issue with Admiral (I changed last year as Esure offered a better price) and I was shocked that they not only have recouped their "goodwill gesture" back, but also made more money from me. I would avoid Esure at all costs and I will not be renewing.”

Helpful Report

Posted 7 years ago

“when I purchased a different car the increase in premiums went skyhigh,would not use t”

Helpful Report

(Car Insurance) - Posted 7 years ago

“Sold car, cancelled insurance but according to Esure policies you have to continue to pay insurance till end of year regardless of fact that you do not have a car. Absolute fraud and trying to resolve issue no one is willing to cooperate threatening with debt collection agency.”

Helpful Report

Posted 7 years ago

“unable to register on the portal. Telling me they will cancel my car insurance in march (only just paid) and that I won't be covered if I don't send them my no claims documents which I am unable to do as the website doesn't allow you to register and says my information i entered is incorrect but it is all correct. However they were quite able to take 300 pounds out of my account.”

Helpful Report

Posted 7 years ago

“refused to pay out after my car was stolen. If they have an excuse to get out of a claim it seems like they will use it. They were one of the cheapest so it seems you get what you pay for.”

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Posted 7 years ago

“Do not buy insurance from esure they may be cheaper but you have to pay the price for the rest of your life. They are very bad at handling claims and they will update wrong information in national database, after which, you will not be able to get any other insurance. Their claim team is totally unprofessional.”

Helpful Report

Posted 7 years ago

“this company is utterly incompetent, i regret the day i ever signed up with them, i had an accident which was not my fault firstly they put me through to a company to get me a hire car which that company could not provide so i was given one by the garage doing the repairs. I was then told my car was a write off and as i had selected courtesy car they would arrange for Enterprise to get me a vehicle, Enterprise called me and discovered Esure were doing it through my insurance and not the driver at fault, Enterprise have been very helpful in trying to sort everything out as Esure are incapable of giving a straight answer. i wish i never signed up with them, terrible experience from start to finish. AVOID THIS COMPANY AT ALL COSTS UNLESS YOU ENJOY HEADACHES.”

Helpful Report

Posted 7 years ago

“tried to make a claim for a lost key. Not really known when it was lost but gave a date which was reqired.. Only to be told I could not claim as it needed to be reported within 72 hours. Once again an insurance company slimes out of a claim due to the small print. NOT a Happy customer. After more than 10 years as a customer will have to look for another insurance company next time I renew my policy. Rubbish customer service.”

Helpful Report

Posted 7 years ago

“i phoned up very uncaring customer service apparently water dripping through your ceilings from your roof is not an emergency and not covered under home insurance i will never use again , i think i would rather pay more for a decent service.”

Helpful Report

Posted 7 years ago

“As Long as things are smooth there services are ok. But if you get stuck with claim then you can real issues in there lack of professionalism and inability t resolve issue through one window. I believe they have intentionally made the system difficult to follow. It was really awful since the accident through to next renewal and after more than six month claim is not resolve although other party had accepted the liability.”

Helpful Report

Posted 7 years ago

“Just check Google reviews, I am not the only one who finds esure as despicable company! The customer service is far from a decent understanding customer service. They seem to have attitude problem when you call them and catch them out on their mistake. Their quotes on online comparison sites always about 10% lower than what they quote you when your renewal is due! When you call them they often tell you there is a problem here or there which doesn't really have any logic at all except they think we are stupid! It takes days/weeks for any replies. I long for a company that hasn't got nay attitude problem. Long gone when you could talk to your broker or pop in and see them! Logic out the window, morality and ethics don't exist and conscious was never there at least with esure!”

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Posted 7 years ago

“Terrible company! After being a customer for 4 years they cancelled my insurance over Christmas because there was a direct debit cross over leaving me with no insurance and no letter to tell me until January. I could have received serious penalties from the Police If I was stopped. I didn't even know they had cancelled it until I got the letter 2 weeks after.”

Helpful Report

Posted 7 years ago

“First point : On the day of setting up the insurance I have completed the form on the comparison website with 15000 miles / year, Esure only had 5,000 miles/year ; this has caused a increase in my premium of over £150 / year and I have canceled the policy . Second : Until the day of this review,1 week later , I have received no cancelation documents from esure ( emails or other wise ) , but have been charged for another month, 6 days after the day I have requested the cancelation , and 4 days after the monthly renewal day. Third : After about 1 hour on the phone with Esure ,I got this : We have charged you extra because our colegue canceled the policy but charged you for extra legal cover for 1 full year , not just the cover period , even though the extra legal cover should have been charged monthly as a adition to the premium payment ; We have charged you after the cancelation date, and without letting you know about it because we could not stop the direct debit 5 days in advance; We will issue a small , partial refund ( I have paid in total around £200 for 1 month insurance (( my monthly fee would have been £54 ) and was offered a refund of about £31 ) , after another hour on the phone , going through bank transactions, and a cost breakdown , and complaints about the unprofesionalism I was refunded £110 .... My advice , don't take their insurance , and if you do, keep a eye on your bank account for extrapayments they might take without you know about it.”

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Posted 7 years ago

“Unable to enter costumer portal due to dob error, unable to cancel renewal, customers service said she cant help - had to make a written complaint - very poor service and a waste of my time.”

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Posted 7 years ago

Esure is rated 3.4 based on 1,909 reviews