I've had a very frustrating experience with Esure. There's never anyone to speak with directly—it all has to be done via the app's chat, which is incredibly inefficient. Even when you finally get through to someone, you're often passed around between 4 or 5 departments before reaching the right person. No one takes ownership of your issue, and no one follows up. I’ve spent countless hours in chat and on hold for absolutely no resolution. I’ve been waiting months for my excess refund, and all I ever hear is, “We’re waiting on the third party.” No one seems willing to chase it up, and there’s no accountability. To make things worse, my insurance premium has increased—even though the accident wasn’t my fault—and my car was never repaired. I had to constantly chase that as well. The courtesy car? I had to collect and return it myself and chase that too. Overall, Esure has been unhelpful from start to finish. You’re expected to do all the chasing yourself, and no one ever calls back or takes responsibility. I wouldn’t recommend them.