Esure Reviews

3.4 Rating 1,886 Reviews

61 %

of reviewers recommend Esure

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3.4

Based on 1,886 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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“Always gave me the best prices”

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Posted 2 months ago

“had trouble login from day one only to be told that my email is on another site so it will not work then that say I can change my email free of charge thats ok then at the end of the chat get told that there is a mere £50 admin charge still can not log and thay will not help me at all if I do not pay more to them what a scam company its there problem at there end SCAM”

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Posted 2 months ago

“I was involved in an accident in May which was not my fault i was driven into on a roundabout. The other car driver disputed they were at fault. It was sent to there investigation team who have just concluded i was at fault. Not been able to contact them to dispute this and how they came to this conclusion given the other car driver drove into me. Would avoid this company at all costs .”

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Posted 2 months ago

“1 star is generous!! I’ve been a customer of esures for years all I can say to anyone considering taking a policy out with them is AVOID AT ALL COSTS!!!!! ! I recently made a minor claim with esure it was for a new key (due to my car being stolen) 7 months have passed and I’ve still not seen my car! No update from them other than to basically say “thanks for your patience we will look into this” - you can’t actually complain to a human it’s all to be done via email! Customer service is honestly the worst I have ever experienced. Rude call centre staff. No replies to emails. The issue has got so bad I’ve had to contact the ombudsman to try and get my car back!!”

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Posted 2 months ago

“Absolutely terrible service, been told my car will be collected for repair following vandalism, and that collectors are “on the way”, only to be told the next day, no one is on the way, and they’d never do that. I have screen shot proof. Now, apparently they’re reviewing the estimate which can take 3-5 days or 5-7 working days, depending on who in Esure you speak to. Which by the end of the period will be 2 weeks without a car, why do we pay insurance??? Horrible horrible company.”

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Posted 2 months ago

“Complete lack of help or ownership of dealing with a claim”

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Posted 2 months ago

“Good service !”

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Posted 3 months ago

“My partner had a child run out from between 2 parked cars as he was passing at 7mph. The child was 3.5 yrs old unsupervized and bounced off the passenger door of our car. Police involved and no action was taken due to parents, witnesses and cctv of neighbours proved it wasnt my partners fault whatsoever. No claim was put in against him, he hasnt heard a thing until esure has sent him a quote for DOUBLE his policy charge, its taken 3 whole weeks of ridiculous phonecalls ( kept on hold for nearly 2 hours only to be fobbed off in a 60 second reply by a woman CA) now he has had an email explaining why his policy has doubled - the case will be left open for 2 years, waiting for police report, considering this happened 11.5 months ago they are talking BS ! He has protected no claims fully comp policy and NEVER heard anything since the accident from police ,insurers etc because he didnt cause the accident at all so no claims on insurance or charges by police. He did everything by the book as requested by police and insurers esure even sent an investigator out to measure up and see where the accident happened! Had email from them to say everything was fine and no further action was going to happen, case closed. My partner even took photos of the scene straight away on his phone for police to see. Police actually commended him for being so thorough and photos were a great help. Car is in excellent condition, mot'd taxed fully comp and protected, police breathylized him and drugs tested him( routine) and he passed with flying colours. He doesnt drink smoke or do drugs, a biker for 38 yrs without any convictions points or accidents and very aware of the roads and surroundings ( police praised him for his excellent road awareness) Now, as his partner and furious with esure, i am going to take this as far as i can go starting with the ombudsman. I will not allow this company to rip off law abiding people who make sure they pay insurance premiums,tax, mot and maintain their vehicles without fail to be legal on the road. I am on a mission now to resolve this legally whatever it takes. PLEASE AVOID ESURE FOR CAR INSURANCE- ABSOLUTE DISGRACEFULL COMPANY. IGNORANT, RIP OFF MERCHANTS, 1 STAR IS TOO GOOD FOR THIS COMPANY, THEY DESERVE TO BE ELLIMINATED FROM PROVIDING ANY KIND OF INSURANCE.”

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Posted 3 months ago

“Was insured for years with them ,never made a claim luckily but now I need my proof of no claims they won’t answer ANY calls or reply to email. DO NOT USE THEM”

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Posted 3 months ago

“Unfortunately whilst I was insured by Esure a mistaken/fraudulent/malicious claim has been made against me. Esure have made this far more stressful than it should have been their communications are terrible, no responses to emails, 52 minutes on hold to speak to someone to get an update, I then had to prompt them to chase the other insurance company to produce evidence I was in an accident. Useless”

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Posted 3 months ago

“Trying to cancel my policy with only a month left, they told me that I was to pay a cancellation fee AND the last months DD as there was a 14 month old claim that THEY still hadn’t paid. Several phone calls later with me arguing that their incompetence was not my fault and I shouldn’t be penalised for this. Finally closed the claim, and was then told I would still have to pay both as the claim existed in the first place - and the advisor said “just pay the last month and don’t auto renew “ rather than cancel the policy on a car I have sold! I have tried 9 times now to turn off auto renew and it isn’t working - and I begrudge spending another hour talking to these people. Awful customer service.”

Helpful Report

Posted 3 months ago

“Esure: Well they emailed me to ask for my view so here it goes: I've been with esure for three years and renewed for a fourth. Once they quoted me for the renewal, I called to discuss removing my named driver and they charged me for the original quote and processed a partial refund for the difference without the named driver. I then got an email confirming my renewal. Four days later, I got another email saying they cancelled my policy which came as quite a shock as they took my money. I called them to find out why and they said that the lady who renewed my policy on the phone had processed my partial refund before charging me the full amount and so their system didn't pick up the fact that I paid for the renewal so they just cancelled my policy. I was told that they couldn't amend the error on the system and instead I had to create a brand new policy, pay for it (much more than my original quote) and wait for the original refund and the new refund for this new quote. As well as that, I was assured that I would keep my three years of no claims discount. This was two weeks ago and to date I have yet to receive my no claims discount or my refund which amounts to £105.88 plus a gesture credit of £30. Ideally, they wouldn't have cancelled my original policy. Furthermore, they should have corrected the error and reactivated my original policy as well as refunding me the difference in the over charge within the same week. They were fine for three years but this series of issues is a huge disappointment”

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Posted 3 months ago

“Poor customer service 4 emails ignored Given wrong contact number by an agent Live chat unhelpful Please read small print regarding contents of vehicle if stolen and courtesy car as they don’t offer like for like I drive a Range Rover to enable me to support my disabled sister. Car stolen and damaged. Taken weeks to remove from police compound then repair garage gave me an i10 as replacement car which means I am currently paying for a hire car to enable me to continue to support my sister Surely when you pay insurance for a larger car then your courtesy car should automatically be of a similar standard??? Also no timeframe given for repair and return of car even 8 weeks after it was recovered by police”

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Posted 3 months ago

“Dreadful company. No one calls for any updates absolutely cowboys. Please not sure insure your cars with company, in case of accidents( even when not your fault) you will not get any assistance or even explanation. Avoid at all costs”

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Posted 3 months ago

“Unfortunately had a accident,hit a car at crawling speed under 5miles\hour .my har had nothing,other car a rear bumper crack long 5cm.The other driver have claimed older damages to his rear boot door. the claim ended costing 6k £ while the actual car price would have been max of 2k(peugeot 207 of 2009). The other driver was with the same insurance company as me When speaking to the claim team i mentioned the driver most probably will try to claim older damages but looks like they did not investigated anything.”

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Posted 4 months ago

“As with all other reviews. Would not insure with ESure if it was free. Appalling company to deal with, even when you can get through to them! Threatening letters and emails received. Disgusted at my treatment.”

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Posted 4 months ago

“Waiting 12months due to being hit by an overseas driver. Esure have contacted me twice. Last time in January. Don't reply to my emails. I'm still waiting for my excess to be returned. Tried to contact with a telephone number their support team gave, just put me in exactly the same q, I was informed by their staff it was a direct number. They also don't have a contact number for complaints - apparently! Useless!”

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Posted 4 months ago

“Worst insurance ever. Biggest scammers with some fraud customer service people. Never go for it, you will definitely regret it in future. Trying to loot people's money by saying something. I had a policy with a monthly premium that was very high. When I got cheap insurance from other companies these scammers didn't let me cancel their policy. Finally, they want me to pay another month of insurance premium before the date and moreover, they are not willing to repay the deposit amount. Looted so much money from me. Guys don't fall into their quote.”

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Posted 4 months ago

“Claim 5000076527 for a stolen car. It is the 5th day that E-Sure instructed Enterprise to take back the hire car and have since advised that they are investigating and that there is nothing they can do meanwhile. Whole point of having insurance is to have a vehicle hire in circumstances like this, have paid for upgraded courtesy car and also business insurance. That said, I have missed many customer appointments, my toddler not being able to do his activities and has put me in serious trouble with my employer. Why can they not provide a vehicle hire whilst they do the investigating? Emailed CEO who forwarded to the team with no action taken so far. Absolutely poorest customer service with NO CARE in the world.”

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Posted 4 months ago

“I spoken with a male agent today 05.07.24. Who sorted out my issues and I was happy to pay Esure Flex the balance outstanding. 5 stars, he was polite, understood what I required and dealt with it there and then. However, I can NOT say the same for the lady who I spoken with on the 2nd. She was no help, did not understand or help me resolve the issue, which was a simple break down before I paid. So please Esure ensure your agents can understand what your customers require, if not then pass onto another agent who is more experienced. But WELL DONE today.”

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Posted 4 months ago

Esure is rated 3.4 based on 1,886 reviews