Esure Reviews

Name: Esure
Rating: 3.44

3.4 Rating 1,892 Reviews

61 %

of reviewers recommend Esure

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3.4

Based on 1,892 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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“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 3 months 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 3 months 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 3 months 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 3 months 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 3 months 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 3 months 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 3 months 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 3 months ago

“Always gave me the best prices”

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Posted 3 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 3 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 4 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 4 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 4 months ago

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

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Posted 4 months ago

“Good service !”

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Posted 4 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 4 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 4 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 5 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 5 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 5 months ago

Esure is rated 3.4 based on 1,892 reviews