Esure Reviews

Name: Esure
Rating: 3.43

3.4 Rating 1,894 Reviews

61 %

of reviewers recommend Esure

Company Reviews

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3.4

Based on 1,894 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 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

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“Leave 0 stars if possible , nothing but hassle start to finish . Won't answer the phone and leave you on hold for hours at a time hoping the line cuts off. Incompetent staff that can't take notes or resolve simple problems like passing details on to garage and enterprise.”

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Posted 1 year ago

“my accident happened in june not my fault esure text to say they would be getting in touch, it is now 12 of oct I have been on the phone for 1 hour and 45 mins still not been answered !!!!!!”

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Posted 1 year ago

“if you are with these esure guys, PRAY you don't need to make a claim and certainly DONT make changes mid-way through your policy. You are probably reading this review after having issue(s) with their SA-based online-only customer service. Due to this company's incompetence, you might well wind up having your vehicle seized or impounded because they will confirm your car is insured via webchat but when the police call the UK-based line to confirm, well guess what you were never insured at all!! Shocking 'service'”

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Posted 1 year ago

“The only thing I have is they gave me a cheaper price than others and that was a good deal for me. I am a good driver so far with no claim.”

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Posted 1 year ago

“"They are very difficult to get a hold of, the communication is very poor especially when trying to follow up on queries and claims."”

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(Car Insurance) - Posted 1 year ago

Hello, Thanks for leaving a review, we are sorry to hear that you did not enjoy your experience with us. As you’re posting on a review site, we are unable to view your Go.Compare account however, we would love to discuss this with you in order to investigate this further so we can resolve your query. If you could email us on customerservices@gocompare.com or give us a call on 01633 654 019, Monday to Friday between 9am and 5.30pm that would be great. Many Thanks, Harry

Posted 1 year ago

“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.”

Esure 1 star review on 27th September 2023

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Posted 1 year ago

“Please please don’t trust ESURE company at all if you want to waste your money and time go to esur trust me if you want to claim you never get answers and if you get them on the phone they have lost of excuses”

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Posted 1 year ago

“Literally ignore all communication. Today is another hour of my life I won’t get back. That’s just today! They ignore emails and don’t answer the phones”

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Posted 1 year ago

“"Unfortunately I had to wait for over 40 minutes to speak to a person, once the procedure was put into action they were very efficient.\r\n"”

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(Home Insurance) - Posted 1 year ago

Hello Roy, Thanks for leaving a review, we are sorry to hear that you did not enjoy your experience with us. Although we cannot give any quotes over the phone, we'd be more than happy to talk you through the quote form if you needed any assistance. If you would like to discuss this further with a member of our team, please feel free to email us on customerservices@gocompare.com or give us a call on 01633 654 019, Monday to Friday between 9am and 5.30pm. Many Thanks, Sophia

Posted 1 year ago

“Do not trust esure company at all they are the worst company so far staffs are not even close to helping you they are good to take your money but when comes to claims they are not helping and they don’t take responsibility don’t recommend them to anyone please don’t trust them go elsewhere”

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Posted 1 year ago

“Dont go there”

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Posted 1 year ago

“Have you ever try to call them ?? No one picks up and you get cut off . 1 and half hours yesterday 2 hours today I need to contact them . How do I?? Complaints number no answer. Customer services no answer. I can not wait to leave them”

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Posted 1 year ago

“"So far so good but my only grumble is WHY did they charge me a handling charge for just changing my car. Same make and model 2.5l V6 everything the same except colour "”

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(Car Insurance) - Posted 1 year ago

“Upon receiving the first of many emails from Esure advising me my policy was up for renewal, I logged into my Esure account only to find that you make it impossible for anybody to cancel their renewal. Firstly, I never signed up for auto-renewal, and it's clear you do not provide this as an option. Appalling business practice in itself. Secondly, you suggest using the live chat to stop your policy renewing. Upon clicking the link and going through several hoops with your live chat, it (live chat) told me it could not help with amending renewals and that I must call you to tell Esure to where to go. I actually attempted once, only to be told your phone lines were so busy that you could not take any further calls, and I must call again later. I THINK NOT! The only option you left me with was to cancel my Direct Debit at the end of my 12-month policy term, which I did. If you think you're going to secure a renewal from me under these appalling practices, you're sorely mistaken.”

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Posted 1 year ago

“"Very reasonable and brilliant customer service "”

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(Car Insurance) - Posted 1 year ago

“"It covers all of your needs"”

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(Home Insurance) - Posted 1 year ago

“I don’t have any issues with the onboarding services, just the aftercare when someone else crashes into you. Esure have agreed it not my fault and I am currently trying to get my no claims back. The customer service has been rubbish, long wait time and only available Monday to Friday from 9 to 5. I have been on hold for 2 hours and as soon it got to 5 they put the phone down on me.”

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Posted 1 year ago

“"Simple to do with all you need to insur your car with peace of mind."”

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(Car Insurance) - Posted 1 year ago

“"Very Easy to answer questions, quote was quick and reasonable very satisfied "”

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(Car Insurance) - Posted 1 year ago

“"I think esure is a good buy.\r\nNow if you have made a claim this is the real test."”

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(Car Insurance) - Posted 1 year ago

Esure is rated 3.4 based on 1,894 reviews