Esure Reviews

Name: Esure
Rating: 3.42

3.4 Rating 1,909 Reviews

61 %

of reviewers recommend Esure

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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

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“"unfortunately a very difficult website for us, the elderly to navigate. Very difficult chatbot and telephone calls are answered by very limited answering tape "”

Helpful Report

(Home Insurance) - Posted 1 year ago

“Went a whole week without insurance. Indemnity letter was meaningless. Straight up liars.”

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Posted 1 year ago

“Doesn’t even deserve a star disgusting No communication 12 months since our accident and can’t speak to any one Avoid !!!!!”

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Posted 1 year ago

“Been a customer for a few years but had to cancel my latest policy as I sold the car. They confirmed cancellation and advised they would refund me the remaining amount (paid for the full year in advance) minus the admin fee which was absolutely fine. One month later I am yet to receive my refund. The customer services are incompetent and rude. So far I have spent hours on the phone and live chats trying to get some sort of resolution. I have been on hold for 40+ mins multiple times only to be hung up on in the end. This is a shocking service, it is not a complicated matter to resolve. I cannot even imagine if I had to contact this lot about a claim. Absolute mess, I will be taking this further. Please avoid this dodgy company at all costs!!!”

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Posted 1 year ago

“Do not use this company.”

Helpful Report

Posted 1 year ago

“I had home insurance frown Esure which was really good as I took out their home emergency cover and they were very prompt in resolving all my issues including a blocked drain.”

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Posted 1 year ago

“100% renewal increase this year .No thanks I’ll shop elsewhere . Ask for a requote and was told it’s the best price !”

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Posted 1 year ago

“Dreadful company. Do not trust this company! Renewed automatically whilst I was ill, put my insurance up by 2/3 and tied me into a 12 month insurance contract, by the time i was well enough to call them it was too late. Without any circumstances changes or claims they Put my insurance up from £56per month to £156 per month without any justification. Also The customer service team when you call in are the most rude unprofessional people imaginable. Honestly do yourself a favour and get insurance elsewhere.”

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Posted 1 year ago

“You will never get through on the phone and the emails ignored ,go elsewhere”

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Posted 1 year ago

“They were competitive but OMG they are totally unable to contact regarding a change to my travel insurance so just gave up and went to a more reputable company. Rang twice (as on line chat does not allow changes on line) and waited an hour each time before I gave up. Go somewhere else”

Helpful Report

Posted 1 year ago

“Terrible customer service, 1+ hour phone wait, will never use again”

Helpful Report

Posted 1 year ago

“Absolute joke from start to finish. Car was stolen from outside my house- arguably, that wasn’t the most stressful thing to have happened- dealing with ESure was. Waited over an hour on hold, finally got through to someone who took all the details and booked in a call with the theft department for 9:30-10:30 the following morning and I was told a call from Enterprise for the courtesy car would follow ‘any time now’. This was at 9am. By 3pm, I hadn’t heard from Enterprise so gave them a call directly as I was without a car. They hadn’t received the referral. Spent another hour and a half on hold to ESure who said they had not sent the referral properly but would do it now. Raced to get a car from Enterprise after waiting around all day, just before closing. The following morning arrives and 10:30am comes and goes and there is no call from the Theft Department. Spent another 90 mins on hold only to be told that they were unsure as to why I didn’t get a call but the only option would be to book it in for the following day at 11am. After much arguing, I reluctantly agreed and went about my day, only after having to repeat all the information I had previously given as it hadn’t been recorded . 4pm the same day arrives and I receive a call from an agitated member of the theft department demanding to know why I hadn’t answered my phone for the call at 4pm. When I explained it was actually booked for 9:30 that morning she said they don’t take calls then and I was mistaken. I forwarded her the confirmation email and she didn’t apologise, just said she’d ’pass it on’. We conducted the interview (where I was made to feel like a criminal) and then I forwarded the documents on that evening. Over 2 days I’d spent well over 6 hours on the phone to ESure. We were told that once the documents had been sent over, it would be approx 4 weeks for a settlement to be agreed. Car hire is only for a max 21 days (told absolutely no chance of extending) so is virtually useless in that regard! Chased them after sending documents over (knowing how useless they are) and was told that they hadn’t received any. 5 attempts later, still received nothing. Not sure a generic email inbox is the best way to deal with thousands of claims and personal documents. Contacted them daily through the live chat function (actually pretty good and much better than waiting on hold for hours on end). We were given countless contradictions and vague responses, asked to provide pictures of the damage to the car when it had been stolen, not damaged. We were told the contents email we had provided three times could not be found and that they would not be contacting us about a settlement claim as they were waiting to see if the car had been recovered- the police had closed the case! Nobody was looking for the car so it wasn’t likely to be recovered. It appears they were sticking an arbitrary time frame on it just to stall the pay out process! After I’d had enough, I emailed every member of the senior leadership team and got a relatively prompt response from the CEO of Claims who put me in touch with Donna. She agreed to extend my car hire and chased the claims department and was the one good cog in a failing machine. It’s now the 30th January and they have just offered their final settlement- nearly £3000 less than market value. We are now going via the Ombudsman and will be contacting BBC Watchdog as their processes are so poor and we know we’re not the only customers to have had issues. If you can afford to go with a more reputable brand, I really do urge you to do so.”

Helpful Report

Posted 1 year ago

“Awful chat service. Had 3 different people just sign off chat mid query handling. Nightmare calling. When did speak to a person after waiting for hour, she said would transfer but cut line. On line site not working so can’t change policy or cancel auto renewal nor update payment option. It just says can’t do it and to contact them! My worst insurance experience in 30 years”

Helpful Report

Posted 1 year ago

“AVOID - AVOID - AVOID - The waiting time on the phone if you have a claim is VERY, VERY, long! Like, 2+ hrs & you often just simply get cut off and have to start all over again. If you do get through, they can rarely answer your questions and you simply get passed around different people, without ever getting anything actually resolved. We were involved in an incident that wasn't our fault, but trying to get our vehicle repaired and process the claim has been painful throughout. And is still ongoing, with no sign of resolve. This service is TERRIBLE. Do yourself a favour and AVOID at all costs.”

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Posted 1 year ago

“"All good no problems that\u2019s what I look for in the policy!"”

Helpful Report

(Car Insurance) - Posted 1 year ago

“Worst experience with car insurance EVER...CUSTOMER service is a concept this company needs to GOOGLE... If you want your business to operate thru online channels only..Make this user friendly and have tech support available.. NOT ALL.your long standing customers have access to the INTERNET or devices with which to attempt to download your faulty text/ email links to your "Statement of Truth" documents to make a claim. Is this company run by a bunch of teenagers unable to function through basic human interactions..A customer service number needs agents to answer the phone. I suggest Sheila's wheels locate some umemployed friendly Aussie pink clad girls to answer the phone lines as oer their adds ASAP to improve their ratings. MEANWHILE in the real world working adults do have the time or inclination to spend 3-5 hours a day for weeks attemoting to make first contact with the aliens on planet ESURE...”

Helpful Report

Posted 1 year ago

“Where to begin... Recently I was involved in an accident by a drunk driver. The at fault driver fled the scene of the accident on foot and I was taken to the hospital due to being trapped in my car. Phoned Esure the next day to inform them of the situation and it took me over 1 hour to get through. They kept asking me the driver's name and reg plate even though I’ve told them multiple times I was trapped in my car and couldn’t provide these details at this moment in time. I gave them the police log number and crime number. They couldn’t phone the police themselves due to the fact they weren’t based in the UK, so 101 was out of the question. I had to chase the phone numbers down for them and the police for the at-fault driver's car reg but wouldn’t be able to get his name due to data protection. They did inform me saying the insurance can contact them with the log number to chase down any additional information but they can do the reg plate check for these details and where the car was being stored. Another 2 hours on the phone with Esure informing them about all this new information and still they didn’t update the system. I then had to chase things down again by contacting one of the police officers that was at the scene about where the car was.. another 1 hour trying to get through to Esure, and I informed them of this. They stated they would inform Copart to pick up the vehicle to assess the damage. I asked about a rental and they stated they had informed enterprise cars. yet... phoned Enterprise and they informed me that my insurance Esure asnt sent the correct details over! Yet again I had to re-phone Esure with the ridiculous wait times to sort this. All I get is yeah we will sort it and nothing ever happens. Luckily for me, the at-fault driver's Insurance phoned me stating their driver took full responsibility and if I wanted them to deal with the claim...YES, 100% I got a rental the next day and they have chased up everything... re phoned Esure to Inform them about this and to close the claim down on my side so they could take over.... 1 week later they still haven’t closed the claim after hours and hours spent informing them to close it. All I got was there was a technical error. I have now just cancelled the insurance and paid the fee just to get away from these people. My stress level was so bad throughout this traumatic experience that I had to go to the doctor for medication. Please for God’s sake do not go with these guys. They make it so easy to join them and suck you in with cheap quotes, but my god the customer service is shocking. Avoid like the plague”

Helpful Report

Posted 1 year ago

“Scammers after my claim i was ask to pay in full my policy same amount of cost to repair my car after i contact esure treu chat operator left chat 5 times i didnt get any info way i have pay in full after i let know i record chat to my soliciter operator left chat”

Helpful Report

Posted 1 year ago

“Unfortunately and stupidly I had previously ticked the auto renew when originally taking out car insurance with Esure. I missed the renewal email from them and now find I can get the car insurance 40% cheaper, yes 40%!. Can I get through to them to cancel? No, and I've spent 3 hours trying! Other companies allow you to cancel online, why not Esure I ask. Reading other reviews this seems a deliberate policy to me. Disgraceful and probably contravenes FCA service level requirements. A warning to all AVOID ESURE!”

Helpful Report

Posted 1 year ago

“Unable to access car insurance, got to stage to pay on website, kept getting error message. Eventually bought elsewhere”

Helpful Report

Posted 1 year ago

Esure is rated 3.4 based on 1,909 reviews