Esure Reviews

Name: Esure
Rating: 3.42

3.4 Rating 1,909 Reviews

61 %

of reviewers recommend Esure

Company Reviews

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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

“Literally ignore all communication. Today is another hour of my life I won’t get back. That’s just today! They ignore emails and don’t answer the phones”

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Posted 1 year ago

“Do not trust esure company at all they are the worst company so far staffs are not even close to helping you they are good to take your money but when comes to claims they are not helping and they don’t take responsibility don’t recommend them to anyone please don’t trust them go elsewhere”

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Posted 1 year ago

“Dont go there”

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Posted 1 year ago

“Have you ever try to call them ?? No one picks up and you get cut off . 1 and half hours yesterday 2 hours today I need to contact them . How do I?? Complaints number no answer. Customer services no answer. I can not wait to leave them”

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Posted 1 year ago

“Upon receiving the first of many emails from Esure advising me my policy was up for renewal, I logged into my Esure account only to find that you make it impossible for anybody to cancel their renewal. Firstly, I never signed up for auto-renewal, and it's clear you do not provide this as an option. Appalling business practice in itself. Secondly, you suggest using the live chat to stop your policy renewing. Upon clicking the link and going through several hoops with your live chat, it (live chat) told me it could not help with amending renewals and that I must call you to tell Esure to where to go. I actually attempted once, only to be told your phone lines were so busy that you could not take any further calls, and I must call again later. I THINK NOT! The only option you left me with was to cancel my Direct Debit at the end of my 12-month policy term, which I did. If you think you're going to secure a renewal from me under these appalling practices, you're sorely mistaken.”

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Posted 1 year ago

“I don’t have any issues with the onboarding services, just the aftercare when someone else crashes into you. Esure have agreed it not my fault and I am currently trying to get my no claims back. The customer service has been rubbish, long wait time and only available Monday to Friday from 9 to 5. I have been on hold for 2 hours and as soon it got to 5 they put the phone down on me.”

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Posted 1 year ago

“Avoid this appalling company. I paid extra on my home insurance for legal protection but, of course, as soon as I needed it, there was an exclusion even though I can find no reference to this in the policy booklet as it is probably hidden somewhere in their T&C's. They have also made it virtually impossible to contact them. They don't answer the phones, no call back facility, no live chat, no response to emails, no information on website or on online account, last time I tried I could not even access my online account - nothing works. They are cheap for a reason - they are utterly useless.”

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Posted 1 year ago

“They might be cheaper than other company but think twice. Had a car accident, someone hit me from the back, they decided not to repair my car but to pay me back. I have to call them every week to send the check, they always say today or tomorrow but they never did. When they say they will call you back they won't.”

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Posted 1 year ago

“Absolute shocker of a company, after 26 years claim free motoring had a low speed accident which was my fault took me 6 days before I could actually tell esure about it eventually going through the claims procedure even though I wasn't claiming, the lady's insurance company had to almost take esure to court to get a response from them. For a very small claim my renewal quote went up 120%!!!!!!. I got it £440 cheaper in a matter of minutes! ........ Avoid them like the plague!!!!!!”

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Posted 1 year ago

“THE WORST INSURANCE COMPANY EVER to deal with when u r in an accident and already disturbed. They make you contact the third party car dealers to get your car repaired and not even providing any courtesy car and once they did it was a manual car which I can't drive because our car is auto. They forced me to keep the manual car and advised to practice it in some parking areas so I could drive ???? Really the most ridiculous insurance you could ever come across in such times.... looking at the reviews I wish I had never been with them. Going to change them asap”

Helpful Report

Posted 1 year ago

“Another example of a good company gone bad. I'.ve been on hold for almost an hour just now because they messed up my number plate change and car shows up as uninsured. The renewal cost almost doubled for 1 of the cars on the policy for this year. Service is dreadful, I spoke with a customer service rep yesterday and she just kept laughing but she was clueless to the problem. Save your sanity and avoid at all costs”

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Posted 1 year ago

“total rubbish cant understand customer services poor service bad manners avoid at all costs get a taxi”

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Posted 1 year ago

“Absolutely horrendous. Terrible handling of a claim, you couldn’t get hold of anyone, no answer on phones or to emails. Escalated and then the manager didn’t respond. Finally offered me £50 compensation, I didn’t take that and asked for the official complaints procedure and they didn’t even send that! I have three cars insured with them and have been with them for years, first claim on any of them and it was a totally minor thing caused by someone stopping in front on purpose to get us to run into them, our car only just touched the one in front, no damage at all, we had photos to prove it!! Renewal nearly doubled despite protected no claims and clear evidence there was no damage to the other car. I will be taking all the cars elsewhere and will never use Esure again, disgraceful in every way !”

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Posted 1 year ago

“One of Esusure customer, scratch my car, in car park. Esure, put me in contact with two grarage for repair, it was quiet far from my place, i denied. I find the repair car place in my area, and Esure, don’t want to get in touch with that garage. Plus, i tried many times to call them, but no one answer. I been waiting two months, in still nothing…. 🤬”

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Posted 1 year ago

“1 star is to much absolutely disgusting company to deal with don't awnser there phone lines even when you call from 8am apparently there lines are busy. Got cut of and hung up on 2x yesterday trying to speak to someone and this morning everyone's to busy at 8am avoid this company like the plague they lie, they cheat they are absolute scumbags and I'm not even a client. Looking at what paying customers have to say they don't look after them either. I'll be reporting them to the financial ombudsman. 3 yrs I've had a car claim going on and have accepted there offer as they accepted full liability. have they paid me my compensation no. I've had to get enforcement officers involved after the car incident causing me serve mental health issues with the aggressiveness of the crash and there client its like they just want to tourment you some more amd prevent you from moving on with your life. The distress this company is continuing to cause is disgusting.If you get insurance with this company more fool you.”

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Posted 1 year ago

“Ensure DO NOT USE THIS COMPANY they are corrupt and acting fraudulently, they are putting false information on the CUE database about people's claims so prices can be increased. an absolutely disgusting company who is causing me a lot of misery”

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Posted 1 year ago

“Without doubt the worst insurance company we have ever dealt with!! Not only is it virtually impossible to get through on the phone, the web chat is diabolical! Three times I tried using the web chat only to be told three times no advisor was available even though I used the service within opening hours. To add insult to injury, the chat closed down each time I asked the virtual assistant a question about car claims. More than understandable why Which gave this pathetic organisation the lowest customer service score. When the accident occurred we were told Esure would not recover the car if the police instructed a company to move it. Bear in mind the car is undrivable and blocking a single lane road!!!! What idiot would think it’s okay to refuse recovery and cause mayhem on a public road?!?!?! The agent also suggested the accident would be a knock for knock even though no investigation had been undertaken and even the police officer in attendance said he could clearly identify another driver as having caused the accident!!! We then received an email saying the car was a total loss followed by another email saying the car was going to be repaired!!! Can’t then get through on the phone or web chat despite multiple attempts!!! I resort to using Twitter and the Esure representative said she would request an urgent callback from the claims department. Unsurprisingly we have received no call back. I asked the rep for details of the complaints process and department and she point blank refused to give them to me!!! She said I had to wait for the callback before making a complaint - utter rubbish as I’m more than entitled to pursue a complaint based on our experience to date. Quite clearly Twitter Debbie needs urgent training in how to provide great customer service. I will be sharing this complaint far and wide. Absolutely disgusted with the appalling service received.”

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Posted 1 year ago

“Disgrace of a company. On hold for over an hour everyday with no answer. And when you get through they fob you off and then put you back on hold. I want my claim to resolved as soon as possible but they don't care. STAY AWAY FROM THIS COMPANY WHEN MY RENEWAL IS UP THEY CAN STICK IT WHERE THE SUN DONT SHINE. How can you be insured by a company you can't get hold of.”

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Posted 2 years ago

“The only thing good with this company is how low the prices are! Only customer services numbers are 08 which are charged. Impossible To find the phone numbers for the flex! I have to call ensure wait on hold for them ask them to transfer me and the hold time is always over an hour/2 most times Someone crashed into our car in middle of night everyone else was payed out in under 2 weeks were currently nearly on month 3 without any information about our car. They give us 5 different courtesy cars nowhere near similar to our car! We have 2L bmw large for a wheelchair we’ve been give a fiat500. Wouldn’t go with company at all. They have called us once regarding the claim and stated there machainics was being ‘lazy’ there’s also attempting to take our courtesy car off us without getting another one or receiving our pay out!”

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Posted 2 years ago

“Money hungry cheats, the worst insurer I've ever dealt with! Informed me they would recalculate my premium and refund me money after my claim is closed, but now they're saying this was misinformation and that the premium is correct, although they increased my premium by 110% and a manager confirmed my premium would be calculated for sure. And the claim, 3rd party insurer accepted full responsibility in December 2021, but the claim is still open one year and four months later and esure have provided zero update regarding the claim, not even one letter sent since claim was open. I don't even know my claim number. They have also taken their time to send information to the 3rd party, with the last information requested not sent yet, although it was requested two months ago. I've never written a review in my life, but was obliged to do so, as I've never experienced this kind of service in my life and wanted others to avoid going through the same thing. Trust me when I say..avoid, avoid and avoid!!”

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Posted 2 years ago

Esure is rated 3.4 based on 1,909 reviews