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