Name: Esure
Rating: 3.42

“For three days and for 2/3 times a day I have been trying to speak to somebody on their "Renewal Hotline" and have now given up. When you first ring the only contact you get is interminable recorded messages about what they do and adverts for their other services. You then get another recorded message of the options and what button to press to get the right "advisor" Having done all that, you are then put on hold listening to boring muzak, and every minute or two getting the same recorded message along the lines of "our advisors are extremely busy, your call is important to us" etc. This can go on for what seems like ever, the longest I waited was 11 mins before hanging up. The should rename this "service" the "Renewal Coldline"”

Helpful Report

Posted 7 years ago

“Right so after years with Direct Line and Admiral i chose to switch to a cheaper insurance provider, and i regret signing up with Esure. In a nutshell I spoke to call centre operative who was so strict, did not understand my situation, did not assist, and said "you have said over the phone this will be noted and you cant go back on it". SADLY the supervisor who i spoke to after said the same. The long story - All i called up for was to see if i could change the address where my car could be kept. Past 2 months, I got married, brought a house (so money is not spare). My previous house is still owned by family. The first operative said how many days will the car be there, i said 3 and 3 at new address. He said no, there are 7 days a week, where will it be? I said okay 3 days old address and 4 days new address. That is when he then read of a nazi script. Kept saying that my call is recorded it and i have basically confirmed it. Because i have the option at keeping at both addresses, i did not want to pay alot when i don't need to. Both addresses are near to each other. But the first operative Alex did not let it go. After being very calm i asked to speak to a superviser she only issued the same stance. This is straight out of the park Esure policy to instruct their staff like this. They kept saying the call is recorded, but i didnt even say anything incriminating, i didnt confess to a crime, my car was not broken or damaged or anything. If that is how they treat customers, how much more so their own staff? My wifes insurance Hastings, were fine only charged Admin fee, but Esure quoted £57. When i called up for my wife, Hastings were ever so friendly, happy and kind. I understand that there is sadly an "admin fee" i understand that some areas are more dangerous than others. BUT here is the point ESURE never asked if the car is kept in a garage, under CCTV, or anything like that. They were just after the money. In October someone went into the back of my car and they instructed IME law to handle the case, which they have done such a shambles and caused such stress. Strangely Esure don't use IME law now as Alex pointed out. I regret with a passion taking insurance with Esure. I'd rather go with a company i can trust. Sadly this is not one of them. Please reconsider.”

Helpful Report

Posted 7 years ago

“Right so after years with Direct Line and Admiral i chose to switch to a cheaper insurance provider, and i regret signing up with Esure. In a nutshell I spoke to call centre operative who was so strict, did not understand my situation, did not assist, and said "you have said over the phone this will be noted and you cant go back on it". SADLY the supervisor who i spoke to after said the same. The long story - All i called up for was to see if i could change the address where my car could be kept. Past 2 months, I got married, brought a house (so money is not spare). My previous house is still owned by family. The first operative said how many days will the car be there, i said 3 and 3 at new address. He said no, there are 7 days a week, where will it be? I said okay 3 days old address and 4 days new address. That is when he then read of a nazi script. Kept saying that my call is recorded it and i have basically confirmed it. Because i have the option at keeping at both addresses, i did not want to pay alot when i don't need to. Both addresses are near to each other. But the first operative Alex did not let it go. After being very calm i asked to speak to a superviser she only issued the same stance. This is straight out of the park Esure policy to instruct their staff like this. They kept saying the call is recorded, but i didnt even say anything incriminating, i didnt confess to a crime, my car was not broken or damaged or anything. If that is how they treat customers, how much more so their own staff? My wifes insurance Hastings, were fine only charged Admin fee, but Esure quoted £57. When i called up for my wife, Hastings were ever so friendly, happy and kind. I understand that there is sadly an "admin fee" i understand that some areas are more dangerous than others. BUT here is the point ESURE never asked if the car is kept in a garage, under CCTV, or anything like that. They were just after the money. In October someone went into the back of my car and they instructed IME law to handle the case, which they have done such a shambles and caused such stress. Strangely Esure don't use IME law now as Alex pointed out. I regret with a passion taking insurance with Esure. I'd rather go with a company i can trust. Sadly this is not one of them. Please reconsider.”

Helpful Report

Posted 7 years ago

“We're to I start! Worst company I have ever been insured with in my life and I have been with a lot of insurance company's over the years! Am going to keep this short so that people listen to my complaint about this company...DO NOT GET INSURED WITH THESE! they seemed fair when I rang up to get insured and were close to been the cheapest and I chose them because of there customer service when I was going to get insured! I rang and got a quote for me Mercedes Benz and they offered me on two occasions 30% discount, when I rang up the third time to say I am at the dealership and the cars ready to go they said this is false information and I am not aloud it, after going round in many circles they decided to give me the 30% off and said sorry. After 4 weeks of being insured with them my car and many other cars in my street got there windows smashed, I rang esure on multiple occasions about the windows on my car and they said if I pay £100 to autoglass I am covered for all my windows and for the damage done to my car off the glass and it won't effect my no claims neither my insurance. Now baring this in mind three people told me the same story from esure I book my car in a autoglass. I ring esure a fourth time to see if my car can get recovered till autoglass can get me a time slot and so my car is safe and secure and due to the fourth phone call they decided to change there mind after 1 hour and 35 minutes on the phone that I am not insured for all windows and would have to put in a claim that will effect my no claims and insurance. On top of all of the lies and being misled they tell me since my car isn't secure and safe that it's not insured. Take my advice! Stay well away.”

Helpful Report

Posted 7 years ago

“I insured with esure they appeared to give a good deal. When I got the policy documents through they had charged for things that I had not asked for and not included my NCD protection which I had requested. I proceeded to phone them to try and get through but their phone lines were always busy. By the time I did manage to speak with someone the 14 cooling off period had passed and they refused to make any changes despite there being no claims. I wish I had gone with Liverpool Victoria who, although were a little more expensive, but have always resolved any issues positively. I have been forced to leave them due this paying a hefty £55 cancellation fee.”

Helpful Report

Posted 7 years ago

“Huge regret ever using Esure! I was charge a cancelation fee even though my contract had ended. Then, when I was officially informed on the phone I could cancel my direct debit, I was sent a bill saying I still owed them money. I was also threatened with debt collection if I don't meet their deadline when I requested a letter or email detailing exactly what I have been asked to pay for so I can pay. The treat was repeated by the gentleman on the phone even though I explained I can't pay until the email or letter arrives so I know what I am paying for.”

Helpful Report

Posted 8 years ago

“I got hit by someone they insure. And am not working as of the injury i got. They seem to think bills them self. I have 2 child in day nursery and food to provide. £88.45 ssp doesn't cover my food bill . As I am not working. It took me 4 years to save for a morgage and hole 12 weeks to take every think I've worked so hard for off me for some car hit me. I am in the wrong for someone else mistake. When you ring to explain they say go threw solicitors which I have . Am just try to chase things up before I get into more debt. I don't have family to rely on like most people.”

Helpful Report

Posted 8 years ago

“Tried to get through to speak to someone yesterday for two hours never got through to speak to anybody.called them today and left my name and number for a call back but never received one.called them back again at 1240 and finally got through.if u ring for a quote u get through straight away.customer services is a complete waste of time.if there was a nought on here I would of left it.”

Helpful Report

Posted 8 years ago

“Having never had a problem with car insurance we took a policy out with esure, i'd heard of them, they sounded reputable so was happy to go ahead. Six days into our new policy, we received a cancellation notice, I called up and they said that we'd used multiple addresses at the time of getting quotes on a third party website. Complete rubbish. So, I have 'mutually' cancelled my policy with them and will never use them again. Steer clear.”

Helpful Report

Posted 8 years ago

“Unbelievably bad service. Do not use. No communication within the company. Do not ring you back when they say they will. The list of incompetence goes on. Best summed up by then phone interview me the day after in was involved in an non fault accident asking me to find my car as they could not. I had to phone round recovery companies untill I found it. Why have insurance to help when things go wrong with this company you have to do it all yourself with them acting as a hindrance not a help.”

Helpful Report

Posted 8 years ago

“Awful company to deal with. Not open at weekends, so avoid having an issue Saturday or Sunday! Unhelpful,rude,unprofessional call centre staff deal with your queries if you are willing to wait an eternity for your call to get through. Slow at resolving a claim and are basically a company who look to exploit as much money out of their customers and the insurance system as possible. Lesson learnt will never use them again. AVOID”

Helpful Report

Posted 8 years ago

“Absolute nightmare getting through to customer services. Tried several times, one of those being Monday at 11.30am”

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Posted 8 years ago

“Ensure charged £26 admin to change insurance to another car, then the day after another £26 admin to add extra drivers + increases because they said the Toyota Aygo was more at risk of being stolen because it had no security system fitted. The Toyota book says it has a Thatchem cat 2 fitted. Not a good company. Will be looking elsewhere next. Being sorry about my experience is no compensation.”

Helpful Report

Posted 8 years ago

“Useless company, avoid ..... either they are incompetent or just don't care about their customers will not use them again.”

Helpful Report

Posted 8 years ago

“Shopped around after being with Esure for 10 years as a customer and realised i could save over £1500, yes... £1500 by switching my insurance. This was a total shock to me. I then called Esure and was told this could be due to my post code, claims of others who live in my area regardless of the fact I have 17 years no claims discount with them. 25 minutes on line and on the phone has saved me a fortune. Shocked that when I called I got charged £35 admin fee to cancel and had to pay the full legal cover for the year. They did not offer me a cheaper quote either? Staggering that they can afford to lose customers with no attempt to retain, that said, I would not have stayed - awful service.”

Helpful Report

Posted 8 years ago

“My renewal quote was almost double the previous year despite no claims, and it is impossible to get through to anyone in the renewals department for a re-quote. Other insurance companies are offering the same product for much less. It was very easy to get through to the sales department but they couldn't help! Customer Service shouldn't just be about new customers...”

Helpful Report

Posted 8 years ago

“Rubbish customer service, lack of communication, not willing to listen, moody people on the phone to talk to, overpriced”

Helpful Report

Posted 8 years ago

“Esure cancelled my policy without warning, on the basis that I had done different searches on compare the market. Called them to inquire and explain - no, nothing they can do and it is out of their hands.”

Helpful Report

Posted 8 years ago

“very poor customer service my first year with esure and my last”

Helpful Report

Posted 8 years ago

“Had a accident from the rear and was forced to make a claim and pay for the excess as they said my car wouldn't be repaired until the third party admitted liability. Esure said I would get the money back (which I didn't). In the End as Esure's Lawyers (Keoghs) couldn't be bothered to fight on my behalf they decided without my attention that it was my fault which I don't understand how as I was travelling forward. So the claim went against me, I lost my no claims and they tried to up my policy from £500 to £2500 (per year). Awful company do not use them......Crooks.”

Helpful Report

Posted 8 years ago

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

Esure Reviews