“Spent three days trying to get through to speak to advisor and spent hours each day on hold . If this is what customer service is like trying to renew a policy I dread to think what they are like to deal with if you need to make a claim. Really disappointing . Will be looking elsewhere to renew my car insurance”
“Away for the bank holiday weekend, had a an accident. So contacted Esure, to get assistance in recovering our car situation however they could not help us, did not provide us with roadside assistance, could not get through to customer services after several times of trying continuously being cut off. In an emergency this is disgusting service, being stuck roadside with family and baby, they were useless. Called again the following day and then being told that they could not provide me with a courtesy car is disgraceful, away from home no other transport and they could not provide me with the service that i expected after paying money to them to be covered in this kind of situation. For the rest of the public paying them money, dont because in your time of need they wont be there to support you!”
“Do not take a policy with esure - after my experience having had a car accident and the insurance company did not provide me any help on accident, all they say on 24hr helpline number that we will connect you to department after that phone line off. I was away from my house on holidays with my baby and family. Our insurance company were disgraceful in there service, they did not answer there phone after the accident. They did not provide assistance. Speaking with them on phone now they can’t even provide us a car to carry on our journey. In my agreement all accident services, courtesy car etc are included”
“Esure should let there new policy holders know, that there’s a £60 fee, if you want to cancel your policy before it ends , I had 3 months left to finish my 12 monthly payments which was just over the £60 , so I didn’t cancel it , I let it run on till the end, plus it’s a £26 charge if you change your car in the 12 you are paying, doesn’t esure think it’s dear enough with out these extra payments you have to pay , I’ll definitely be leaving esure when my least payment is done, many thanks victor stolz.”
“Terrible service. Did an insurance claim and had an assessor out within 3 days. The estimate was entirely unrealistic (£64.10 for a skip!!!!) I complained about a poor estimate provided by assessor and being bullied into it - no response by email. Place note on Twitter and had immediate response and a conversation the next day and agreement it was under-valued. 11 days from my complaint only had acknowledgement of complaint (complaints should be acknowledged within 24 hours) but no closer to resolution. At this rate it’ll be next year before things are fixed (if we are lucky)
I can’t get tradesmen to quote for the work, I have a mouldy house and need to organise everything myself and provide all the estimates before we can start work to the insurance to agree the cost is reasonable. I have never experienced such bad customer service.
I’m undecided whether to make this an executive complaint or just go to the ombudsman because it’s not going to be resolved in the 6 weeks they have left.”
“I see some great reviews hear obviously they have never had to claim to ensure, I have fully comp insurance with glass replacement, needed a new windscreen last Monday and had to Wait 5 days for a replacement with auto windscreens a company endorsed by ensure. So if you are on holiday or on a motorway with kids in your car you will have to stay in a b&b until you get a replacement, up to two weeks I was told by auto windscreens. Called ensure nothing tuff, complained on trip advisor and advised to email esure with a link but absolutely nothing. Esure never never ever again,”
“Customer service waited 45 mins to answer the phone, when finally spoke to someone was put on hold several times. I was asked by this person who said he would call me back and didn’t all day, very disappointed with the service wouldn’t recommend”
“Just tried a quote online but the VRN not recognised (sluggish upload of latest dVLA info) Website told me to calland quote a reference. Did just that, told me that they only accept calls from existing customers (how do they know I am not an existing customer - i used a friends mobile!!!!). Just hung up.
Dreadful”
“I did not have a good experience in getting a quote from esure. When you do it online for a multicar insurance, it asks you to call a number. When you ring them, it defaults to saying that you do this online. I eventually managed to speak to a person and got a quote. Asked it I could review it before committing and he said that I should be able to review this online.
I could not retrieve this online and when I called them again to request that they email me the quote to review, they refused. I asked if this could be uploaded online for me to review and they refused again. The only option they offered was to purchase the policy and then cancel within 14 days. For me, this is not operating with openness and transparency. It was clear that they had no idea on how to get new customers. I dread to think how I would be dealt with if I had a claim. On balance, I decided not to waste any more of my time on a company that has very poor customer service.”
“Very efficient. very fairly priced they even got my no claims discount without me any to do anything off some database. Text me to tell me. Well chuffed 👍😀🙏 THANKYOU”
“I found the issue that esure put on claims that if a customer wished to use their own repairer they are penalised with an extra £200 rather than use esure’s own repairer. This seems unprofessional, unnecessary and unfair. Other than that they were fine.”
“My claim is still not settled after 10 months.
After the accident (September 2020), I started getting calls from different companies (companies who call you if you were involved in an accident and want to claim). These companies had all the details i-e my name and number, my wife's name and number, home address, details of the car and date of accident, details of the other car who was involved in the accident etc. Initially I though these companies were given my details to sort out the claim but after calling Esure customer service they had no knowledge about these companies. HOW DID THEY HAVE ALL THE DETAILS? I even filled in details of these companies on Esure nuisance contact form but no action was taken.
I sent emails to Esure customer service and do not get a reply why our Privacy information was shared (sold) to nuisance companies. I think this is the reason why the premium is low as they sell your privacy information to other companies and make money out of it.
Shame on you.”
