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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“The online chat service require 3 attempts before I eventually found out that it would cost £360 to add my daughter for one remaining month of the policy before it required renewal. Then to cancel it was going to cost me £42 even though the remaining premium was £16. The charging policies of this company are a disgrace.”

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Posted 1 year ago

“Do not use ESURE”

Esure 1 star review on 16th December 2023

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Posted 1 year ago

“AVOID AVOID AVIID I can’t stress this enough, avoid esure at all costs. I had to make a care insurance claim back in October, I have been trying to settle the claim for months and had no answer, you ring on customers services, you’re on hold for over an hour then they cut you off, you ring complaints, they do the same, you email them, no reply, the chat ends the chat and says call them. I’ve honestly no idea how to settle the claim when I get ignored, I’ve no idea when I’ll settle the claim, I’m just having to wait until I take it further to the ombudsman, absolutely not renewing my policy with them”

Esure 1 star review on 7th December 2023

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Posted 1 year ago

“Basically there is no customer service at Esure Flex. None whatsoever. Of course they claim that there is a “chat” facility but this does not exist in practice and having ignored you for 45 minutes cuts you off. They deploy the same process with their phone lines. Claims have to be made online using their third rate not fit for purpose software which freezes mid claim. This happened 4 times using my high speed fibre. After I complained they called me back twice, each time letting the phone ring for 2 rings!! They then claim that they have attempted to follow up the complaint.”

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Posted 1 year ago

“Opted to pay monthly for car insurance. Looked at my bank account and they have taken rhe whole yearly amount. Spoke to them and they said nothing they can do to reverse this. I would need to cancel to try and get my money back. Called them again to register a complaint and they put the phone down on me. Tried to log in to my account to contact them via Web chat and I cannot access my account! This company is a scam - avoid !!!!”

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Posted 1 year ago

“If you have to claim from Esure flex - it’s impossible to contact anyone and get your car fixed. The chat system breaks and you can’t speak to anyone. Waited 4 months and my car still isn’t fixed.”

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Posted 1 year ago

“Terrible service took my car 9 weeks ago 5 percent damage after 48 hours of trying to find my car email from esure we sorry you had accident we doing everything to support and help u next day can u take photos of damage no u took my car 9 weeks ago !!! Next day i told its at a scrap yard sort it out !!!!Where's my car??”

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Posted 1 year ago

“Avoid like the plague. No customer service only a faulty chat bot and phone robot. Frustrated to tears with them”

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Posted 1 year ago

“Worst insurance company ever! No contact available only a call centre in South Africa. Avoid this company unless you don't ever want to cancel, change or claim. You cannot discuss anything.”

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Posted 1 year ago

“Car was stolen on the 12th July. It’s no 23rd October and no payout. One phone call 55mins, I was told payment had been made. 7 days later no money. Another 1hr 22min call. I was told due to storm they were having difficulties and was promised someone would call me back. 5 days later still no phone call. Replied and sent a further 2 emails to an engineer called Morag Ross. Doesn’t bother responding, emailed customer services twice no response. Finally took the first step to “filing a complaint” and it’s been 3 days… nothing. When you get a quote from Esure, spend a £1000 more if you need to and go with the next provider otherwise you will regret it.”

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Posted 1 year ago

“Bunch of Chancers. Used this mob reluctantly last year for Home insurance but at point of renewal they increased the policy nearly 4 fold from £160 up to £585. When I checked out similar policies on-line they we much closer to the £160 than to the £585 so simply didn't renew. The people who run this business have little or no understanding of the basics of customer retention. I rang their office ready to explain to them that I wouldn't have renewed with them even at the same price because of their terrible reviews, one site alone had 61% 1 star and a big habit of trying not to pay out, but she couldn't care less and made no attempt to explain their greed. Really surprised this company remain in business. I urge everyone to keep posting these reviews to see the back of this lot, they have no right to be in business.”

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Posted 1 year ago

“They have the worst customer support I have ever experienced, they want you to make changes and cancel things online but this just says you can't do it. Then you call them wait over 30 minutes speak to someone who then says you need to speak to a different person then after another 20 minutes it cuts you off I went round in circles doing this for almost 4 hours. Then I used the online chat waited over 30 minutes again to be asked irrelevant personal questions before finally they canceled my policy. Then today I find nothing has happened I'm now going through all this again its absolutely ridiculous it takes no time at all to take out insurance with then but it seems they'll do anything to stop you getting through to cancel. Do yourselves a favor and stay well clear of this company.”

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Posted 1 year ago

“Had car stolen and took them 10 days to sort temporary vehicle!! After 4 weeks still no offer even though caught on cctv and want hire car back Never get any answers and goes round in circles wasting hours per call- avoid them”

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Posted 1 year ago

“Not replying to emails. Been on phone 3 days and still not answering all you get we are unusablely busy today....... But when they want your cash is a bloody quick call. Worst eve service Will urge not to use them”

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Posted 1 year ago

“Leave 0 stars if possible . Won't answer the phone and leave you on hold for hours at a time hoping the line cuts off. Inexperience 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

“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

“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

Esure is rated 3.4 based on 1,909 reviews