“If I was to tell any future customer about Esure home or car insurance I would tell them never go with Esure insurance they are the worst insurance I have been with I am 65 and had many insurances over the years but Esure just don’t pay out”
“went on a comparison website for renewal. called Esure to renewat the new price as i was alredy a customer as the sute gave me cheaper price than they had quoted me themselves. thought everthing was set up ready to go with my new price and cheaper installments at a charge of £27 which i though was to change policy as i had just got anew car on the same day i was renewing. only to get a default notice through the post around a week later saying my DD had been cancelled and the now £28 hadnt been paid. i Called Esure to find out what was going on annoyed that i had a default notice, who then told me there was no record of a default notice( even though i recieved it in the post) and my insurance was now £400 dearer than the renewal that i had agreed to as no one had put through my request for the comparison site deal and was also £200 more than their renewal they had given me themselves. of couse i have cancelled with them and going elswhere but due to the Default notice may have to pay in full and loose my intitlement to installments. Unless of course i stay with them to pay with instalments at a very high price. WHAT IS GOING ON ESURE PLAYING DIRTY.”
“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.”
