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

“My insurance was cancelled without informing me ! I was driving around with no insurance with my children in the car ! They said they sent me a letter and email WHICH I NEVER received asking for mor information ! I explained I couldn’t send the details until I was home as I was away with my children ! To which they said it’s not there problem!! I was stranded with my 7 year old boy so we had to walk home 6 miles as car is no longer insured disgusting attitude disgusting company !!!!”

Helpful Report

Posted 4 years ago

“I think one star is being generous with these clowns. I dont know where to even start with esure. I took my policy out last year and my term ended last month i got the policy from one of the comparison websites Moneysupermarket i think it was i cant remember done it on the website and a few days later i got a email saying to give them a call as they needed to talk to me about my policy so i phoned and got through to emma/gemma stating that they might not be able to insure me as agreed via the online policy as my car had modified suspension and they were not sure if they were insuring cars with modified suspension etc anymore. So after her speaking to her manager they were going to honor the policy as per my online agreement, I told gemma on the phone i would not want to auto renew next year as i always tend to go somewhere else as you never get a good offer anyway. So emma put a note on my policy stating i did not want to renew with them and confirmed to me that it had all went through and it would not automatically renew. My insurance with esure ran out last month so after my last payment i cancelled my direct debit with them and over the last 3 weeks i have been receiving some nasty letters from them stating after my policy had ended they tried to auto renew my policy and as i had cancelled the direct debit they could not take the payment and had now cancelled my policy and i owed them a admin fee etc of £37 I then phoned esure to see what they were playing at and got told it was a error on their behalf and i did not owe them anything and just to ignore that letter. 2 weeks later i received another letter stating that i now had till the 15th to pay up or they would have no other choice but to get a debt collection agency involved. I then phoned them again and by this time i have had 3x letters and a few really cheeky emails from esure. So i get through to them and the woman proceeds to tell me that they might be able to waiver what i was due them. I then proceeded to tell her that she could do what she liked but i wouldnt be paying them another penny and been told on the phone 2 weeks prior it was there error, i then got told she would have to put me on hold to speak to someone in accounting to see what was going on. I then hear back from her saying that the letter that had been sent out was a mistake and i did infact owe the £0 i then questioned her asking why a letter threatening me with debt collectors etc would have been sent out automatically at this point i asked to speak to a manager and got told there were no managers near by her and she was not allowed to go over to her managers seating area ? Maybe press a button on your phone and transfer me to your manager would have been a good shout but no that didnt happen. So by this point im really not happy and starting to lose my patience with them and ask if the call is being recorded to which i get the reply "yes our calls are recorded" I then tell her if i get one more email or letter through my door i will be going on every review site and social media site to tell everyone how horrendous there company is. Then i get the "we're very sorry" the usual nonsense. I then get told that there is a note on my account after she had double checked, That there is a note from the start stating i had discussed on the phone that i had not wanted the auto renewal. So after all this i have been told a absolute bunch of lies from esure and it was all my fault because i had not cancelled the auto renewal. I have been harassed by these clowns for almost a month now for no reason and been threatned with debt collectors for nothing. This company could not run a bath never mind a insurance company if this is how there customer service is god forbid you have a smash or someone smashes into you total clueless avoid like the plague.”

Helpful Report

Posted 4 years ago

“Avoid them This is not the insurance you need. Stay far away from these scammers! I had insurance all year is finish then I requested to send me no claim bounce the send me then I go to another insurance company. I paid the full and final amount. After 2 months I received the latter from esure remaining balance £167.75. Absolute disaster”

Helpful Report

Posted 4 years ago

“Needed to cancel insurance due to vehicle bought being returned due to serious fault, called and was advised Esure would be able to hold the account in abeyance until another vehicle was found. At that time I queried an Isuzu D-Max as a viable replacement and was advised an estimated increase of approximately £100, given a 2012-16 Yukon model. I have now called back a week later, now I have found one to purchase, and have been advised that Esure do not insure these vehicles. The first CSA cut me off, the second had a system crash whilst trying to find a resolution, and the third advised me that a 5 door Isuzu D-Max double cab was insurable but a 4 door was not... ridiculous as all D-Max double cab pick ups have the same number of doors. Was placed on hold while CSA spoke to another department to clarify. Cancellation fee waved, but the poor advise given is still reason to not recommend.”

Helpful Report

Posted 4 years ago

“Had a accident which wasn't my fault an was left without a hire car e sure then told me they use separate hire car an repair companies of which I had to ring an email to sort out myself 😢😢😢😢😢”

Helpful Report

Posted 4 years ago

“No help from e sure when had a accident which wasn't my fault an it ended up costing me time without a car time off work an wasted phone an emails”

Helpful Report

Posted 4 years ago

“Absolute shithouses they are!! Had my house burgled and both cars stolen! My partners was with direct line who have now completed his claim and settled it!! Mine however is a different story!! Spoken to in a condescending and rude manner by TWO members of their staff!! Never in my life will I go with these cranks again! There is a reason why these parasites come up cheapest on price comparison sites!! It was Sheilas wheels but they are esure!!! They are disgusting!! And I shall be forwarding a complaint to the ombudsman regardless of how they settle my claim simply because of their attitude so far!! It’s unacceptable!”

Helpful Report

Posted 4 years ago

“The customer service response time is abysmal. They blame heavy call volumes, surely an efficient business response would be to allocate more staff.”

Helpful Report

Posted 4 years ago

“I have never been insured with this company. But they put something online about me that is making it hard for me to get insurance. When I complained they tried to tel me I must of forgot I was insured with them. Up to now they have sorted nothing just left some kind of negative thing for other insurers to see. Absolute waste of breath speaking to this company. Avoid at all cost. I wasn’t even a customer and and have been left in a mess cos of them. I feel sorry for there customers.”

Helpful Report

Posted 4 years ago

“Disgusting company. DO NOT USE ESURE! They cancelled my policy 3 months after 1 missed payment during a global pandemic, while still taking payments. I was NOT notified. Which resulted in being pulled over by police for no insurance. Which led to loss of job and place of residence. Absolute shitstorm of a company.”

Helpful Report

Posted 4 years ago

“CHARGED A £25 CANCELLATION FEE DURING THE COOLING OFF PERIOD. I was given a better offer so cancelled the day after purchasing the policy and 15 days before the start of the actual cover. Of course it is in the small print but this renders the point of the cooling off period useless surely?! Doing this has actively made me decide that I will now never use Esure for any policy in the future and will recommend to everyone that they be avoided. Money grabbing sods.”

Helpful Report

Posted 4 years ago

“Please read this before choosing this horrendous, unprofessional and careless car insurance company. Recently we had a car drive into the back of our car at a stop sign writing off my car and causing us injuries, non-fault accident. At the scene of the accident I took photos and phone esure claims department. The lady I spoke to sounded like she had just woken up, couldn’t be bothered to be on the phone and I was a burden to her. I was panicked, worried and didn’t know what to do whilst I was checking in with my partner who was being seen by the ambulance service as he also has a underlying health condition (12 lots of brain surgeries so far) the lady on the phone kept saying I can’t hear you, I explained I’m on the side of a busy road, trying to sort out the issue. I had to send pictures of my car via a text sent to me at the side of the road before they could recover the vehicle and prove it couldn’t be driven! The least of my worries, but I did it as that’s what I was told to. She advised that RAC would take us and the vehicle back to my home address 35 miles away as it was also a business vehicle with all our belongings in. I get a phone call from a local recovery company (RAC subcontracted) to explain they are collecting the car to drop to their depot. I explain it should be taken to my home address with us, where she confirmed it was not allowed and her license was at risk. 3 phone calls at the side of the road to esure I explain this (1.5hrs) on the phone to be told they are sorting it and etc! Still no news bearing in mind the accident happened at 10:15am and we were still at the side of the road with injuries at 2:30pm we still got nowhere I decided to speak to a team leader. I explained what I was told and even explained that the claims lady had to ask a team leader weather the car could be taken with us home and was told YES! The team leader explained this was not said (she has since listen to the call and confirmed it was told to me!) to be told that we had to get a taxi back home 35 miles with our injuries and no sympathy what so ever especially this wasn’t a fault accident and the third party’s! To top this off I was told I had a £250 excess, until I questioned this wasn’t my fault to be told oh yes no access to pay! I’ve lost absolutely all confidence in this Company that I’m now dealing with the other parties insurance company as they have been so helpful, raised a formal complaint which is still with them but will go onto the ombudsman service as we were treated with no empathy, care or fairly for a accident not at our fault as especially with my injured partner who has medical issues to be left at the side of the road for 4 hours to be told get a taxi home! Esure made a already very traumatic, stressful situation even more stressful and I came away feeling hurt, that they were not there for us and did absolutely nothing to help us as a paying Esure car insurance customer with a non-fault accident. God forbid if it was a fault accident how would they treated us then! I have asked for all notes, phone calls and etc relating to this accident to be sent to me under the subject access request so I can take this further and stop this from happening to anyone else. The road we had the accident on was a busy 60mph road and we had to make our way to a small village to get help and get someone to get us to take us home. To top it off I had to then get to the depot our crashed car was at to offload everything from this with my injuries as they didn’t do what they promised! Cheers Esure you truly are a shambles of a company who leaves there customers at the road side with no help and a array of stressful phone calls and lies!! DO NOT GO WITH THIS COMPANY PLEASE! YOU WILL BE TAKEN AS A COMPLETE MUG AND LAUGHED AT ALL THE WAY! THIS IS JUST THE START TO MY LEGAL BATTLE WITH THESE INCONSIDERATE COMPANY AND MY POLICY WILL BE CANCELLED ONCE THIS CLAIM HAS BEEN SETTLED! YOU’ VE BEEN WARNED! ** ESURE CUSTOMER SERVICE DON’T FEED ME WITH SO SORRY COMMENTS OR ANYTHING SIMILAR ON YOUR REPLY AS YOU HAVE MY COMPLAINT CURRENTLY AND I WILL NOT BE FOBBED OFF OR ALLOW YOU TO DO THIS TO OTHERS **”

Helpful Report

Posted 4 years ago

“Avoid this car insurance provider at all costs! Reported an accident where I was not at fault. Car was written off as CAT B no longer road worthy. E-sure heavily underestimated the value of the car. Did not keep me informed of the status of the claim. Did not send the full payout as promised in the final evaluation. Refused to refund the remaining months of my insurance even after they suspended it and I no longer have access to the vehicle. Absolute car crash of a service!”

Helpful Report

Posted 4 years ago

“My car broke down and I had to get it repaired it was going to take a long time, I picked the “courtesy car” option and I have proof on my policy only to be told that I’m not entitled to it, I had a child in the car and I had to walk miles and miles back home embarrassed and feeling really betrayed by the very company that I put my trust in.”

Helpful Report

Posted 4 years ago

“I was involved in an accident and made a claim with esure. I am still waiting 7 days after my car was recovered to get a courtesy car even though my policy has the car hire cover. I ma being passed back and forth between esure and the repairing garage. I was promised a car yesterday after spending over half an hour on the phone and was told would get one between 1 and 4pm today, So i have waited all day with no contact from either Esure or the garage. I finally decided to call and was told i wouldn't be getting any car till the next day. All in all, I am very disappointed, wasted a whole week waiting for a replacement car that never came. I have used many other insurance companies and have made other claims, this is by far the worst experience I have had. At a time when a pandemic is raging and everyone is avoiding public transportation. Myself and my family have been sat at home with no recourse to any means of transportation. Well done Esure.”

Helpful Report

Posted 4 years ago

“A great deal was offered by Confused. The link to buy, after I'd added extras, took me to Esure & to the basis starting price - so I had to re-load all the extras. It cost £20 more than Confused said it work. Also, unable to unsubscribe from Esure's constant emails.”

Helpful Report

Posted 4 years ago

“One of the reasons I went with them was the provision of a courtesy car while mine was being fixed. My car was damaged (not my fault) last week. It took 5 working days for them to decide to fix it at all and then a further few days for parts to come onsite. I understand these things take time yet I was not provided a courtesy car until after my car was on site with them. This was more than 11 days (two weekends) since I first contacted them. To add to this, Covid-19 is still a thing, I am a key worker and people are being encouraged to not use public transport.”

Helpful Report

Posted 4 years ago

“I have been with them 5 years. Car insurance. No claims, accident nothing. I have notice from year 1 to 2 there was decrease in price. form yer 2 top 3 as well, but then 3 years i wasn't looking as it was on automatic renew and i have notice premium went up, and it is significant amount of money. enough tell i have been quoted less than half with other insurance company. So not recommended at all. They not Honest company treating customers like stupid cows. Hope they will go down asap”

Helpful Report

Posted 4 years ago

“I was due to get 11 years NCB when my partner was involved in a very minor accident. When I renewed I was told that I only had 3 years NCB because of this claim. I phoned them and asked why I'd lost so much of my bonus. The young woman was trying to be polite but I could hear people in the background giggling. I asked for a complaint form. I was told a manager would call me back soon to discuss this. That never happened. I'm still not finished with esure regarding my NCB , I wrote this review to let people know to avoid this company at all costs.”

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Posted 4 years ago

“Doesnt deserve the 1 star. They told me my renewal was a month later so they could ask for 2nd deposit once they had cancelled it. Disgusting service”

Helpful Report

Posted 4 years ago

Esure is rated 3.4 based on 1,909 reviews