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.