Esure Reviews

Name: Esure
Rating: 3.41

3.4 Rating 1,913 Reviews

61 %

of reviewers recommend Esure

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3.4

Based on 1,913 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

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“Rated 1 out of 5 stars Truly appalling insurance company Truly appalling insurance company ! 10 weeks on from my car accident my car is still in need of fixing after being initially sent to an extremely poor garage where it returned in worse condition then it went !!!! Esure seem to say all the right things yet never follow through - if I hear the word escalation again I may scream !!”

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Posted 5 days ago

“Using comments like Might Be Ready by Friday or Monday when asking about my insurance renewal Not really Specific.”

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Posted 1 month ago

“I would give zero reviews if I could. The service was so so appalling after a car hit mine. They failed to do any investigation and failed to contact me back numerous times. I have now lost my no claims discount and my insurance has sky rocketed after an incident that was not my fault at all. All of my evidence that I sent proved it as well. An unbelievably poor service”

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Posted 1 month ago

“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.”

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Posted 1 month ago

“Esure, very bad customer service sometimes it feels like they don't understand what you are trying to explain to them. Simple things dragged longer and no aftercare I will not be renewing my insurance with them again.”

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Posted 1 month ago

“It took 7mins to insure my car no fuss pleased with the service”

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Posted 2 months ago

“My quote for this coming year insurance was quoted as £1390 i noticed it included to and from work as an 85 yr old i informed them I was retired the reply was to increase the premium by another £10 but they apologised as this was the norm who says it pays to be honest my thought was it would go down a little bit not increase after all I have been with them 10 yrs”

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Posted 2 months ago

“Avoid Esure – Dishonest and Incompetent! Esure is an absolute nightmare to deal with. I cancelled my policy on 17th March 2025, yet they failed to inform me of any outstanding issues. I also cancelled my automatic renewal via email on 27th February, but they still mishandled my claim and are demanding money unfairly. Their customer service is appalling, refusing to escalate complaints or provide real solutions. Thanks to their negligence, my claim is still listed as active, affecting my new insurance. Avoid this company at all costs – dishonest, unprofessional, and a complete waste of time!”

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Posted 2 months ago

“Been an Esure customer for a number of years and at renewal time called to remove a number of personal possession items. The result was my premium actually increasing - and Esure's attitude was basically take it or leave it - so I have left it. Clearly a company that places profit over any concern for the customer - not a great quality in an insurance company”

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Posted 2 months ago

“Bad insurance company.i will never use esure 🤬🤬”

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Posted 2 months ago

“I signed up to Esure home insurance and wished I had checked the reviews first. The customer service is really bad. There is no way to speak to a person, only web chat. The DD payments were not being taken despite the bank confirming a DD arrangement was in place. It was impossible to make this point due to an agent (possibly Ai?) with limited knowledge. A very frustrating time consuming experience that could have been solved in a few minutes via a phone call with a human. I would not recommend this company!”

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Posted 3 months ago

“I got scammed by this company, all thanks to ADMK LTD for their help”

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Posted 3 months ago

“I recently had an extremely frustrating experience with esure’s customer service via webchat. I attempted to cancel my policy due to a price increase, only to be met with dismissive responses, contradictory information, and a complete lack of empathy. Inconsistent Information – The agent initially said complaints could be logged but later refused, claiming company policy. No complaint reference was provided, making it impossible to track. Lack of Empathy – Rather than addressing my concerns, the agent repeatedly stated “this is how esure does things”, showing no effort to assist or acknowledge my frustration. No Proper Complaint Process – I requested written confirmation of my complaint but was told esure does not provide email support for complaints, forcing me into a callback I didn’t want. Unprofessional & Dismissive – The agent’s tone was unhelpful, and I was given no flexibility or alternative solutions. As a customer service manager myself, I was shocked by the lack of professionalism. Overall, esure’s service was rigid, unaccommodating, and made an already frustrating situation worse. I’ll be taking my business elsewhere and raising my concerns with the Financial Ombudsman. Avoid if you value good customer service!”

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Posted 3 months ago

“Hopeless claims system, lousy Comms. Telephone contact takes over an hour and response poor. Appears to be remote non UK call centre never again regardless of price”

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Posted 3 months ago

“Avoid at costs. Customer service is totally non responsive. Had to drag them all the financial ombudsman and even still they are being deliberately obstinate and trying to evade responsibility. I dread to think how they would resolve a claim fairly and feel sorry for anyone involved!”

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Posted 4 months ago

“I changed banks and unfortunately one payment was missed due to my current back not notifying them. I tried to call them to make payment and they cancelled my home insurance. Please avoid.”

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Posted 4 months ago

“rang them to look at my insurance price as it was more then the company I went with the lady was very unhelpful and in my experience quite rude as I know working in retail myself you have to be as helpful as you can but she just did not want to help me that's way I moved to another insurance company”

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Posted 4 months ago

“Absolutely avoid at all costs, dreadful company. If I could leave 0 stars I would.”

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Posted 4 months ago

“If I could give zero stars I would. Been with Esure for a number of years and only had contact at renewal time. Phone number on website is wrong. Can't get through they send a link to your email which does not work. Takes ages to speak to an actual human. Claim from October still not sorted. Had no communication whatsoever. Great price for insurance but AVOID AVOID AVOID”

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Posted 4 months ago

“Tried to fill the form out 4 bleeding time,it says chat to us and important words are behind it. Get a fuking grip,..... I'm going to staysure.”

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Posted 5 months ago

Esure is rated 3.4 based on 1,913 reviews