“I took out a policy online, called my existing insurer the next day to cancel, but they offered to match the price so I stayed. Although I called Esure the very next day to cancel the new policy, they still insisted on charging me a cancellation fee of £25. What point is a 14 day cooling off period? Meanwhile, a third insurer (LV) who I mistakenly took out an insurance with, forgetting to add my wife, refunded my insurance in full, with no charge under the same circumstances. So this is clearly not normal policy (to charge a cancellation fee when you're within 14 days) with all insurers. Just the dodgy ones like Esure. I guess this this is how they make their money. #stung”
“hi l think esure was the cheapest car insurance l ever had all the other car insurance were very expensive so lwas very happy with esure so l think l will stay with esure for manys year to come many thanks robert”
“They were the cheapest and had good reviews, I also know other people insured with them. Cannot fault customer service. I recently had a bump and they couldn't have been more helpful. I would recommend them to anybody. 10/10.”
“My car was stolen and esure advised me to send all of the paperwork including any keys. Then an engineer contacted me within 5 working days by leaving a short voicemail that they have valued my car and that they will e-mail. They did not leave a number to call back.
I then called esure as I did not receive an e-mail. They apologised and sent this to me. I read the e-mail and did not agree with the valuation.
The person that I spoke to asked me to reply to the e-mail and sending an advert of how much the same car is. I then replied to the e-mail even though it said "do not reply to this e-mail" as this is what I was advised to do and I was not provided with any other details and I was told an engineer will then contact me the next day.
The next day again no one contacted me therefore I called back and I was told that the person has now gone home and they did not know when they start the next day but they will send them an e-mail to call me back before 10a.m
I then called at 9:50 a.m as I was not going to be available as this time I actually took a number to call the engineer back and I got his voicemail saying he is on annual leave until 23rd April but provided his colleague's number. I rang this number and there was a voicemail that he is also on annual leave until the 18th April and yet another number was provided.
This wasted my time as I had to start work at 10a.m. I left a voicemail for someone to ring me back. I was then called at around 12 noon and the engineer introduced himself and asked if I had 10 minutes to discuss my claim. I found this really strange that a claim would take a 10 minutes discussion and realised that this was just a call of him telling me the valuation and not listening to anything I had to say.
The car was valued £4,000 below the market value according to the current market. I told the engineer that I disagree and also my reasons behind this. It was clear that he had not read my e-mail or read what my car's specifications were as he said whatever my car had is standard for this particular car. He then said this is not open for negotiation this is a final offer and you can complain to the financial ombudsman if you think this is unfair.
I asked to speak to his manager and he said the only way to complain is through the financial ombudsman and that he will send me an e-mail with the final offer and a cheque will be issued within 5 working days. I said I work in the legal sector and I am aware what the financial ombudsman does and therefore I would like to be sent the complaints procedure of esure. I was asked "What is the complaint?" in which I replied as you do not seem to have listened to anything I had to say I will put my complaint in writing as throughout the conversation he was speaking over me and kept saying I am not letting him talk.
The engineer told me that they have used Parkers to value my car. I checked Parker's website and realised they are offering me the trading value for my car when my car was in immaculate condition.
So think before you insure with this company because if your car is a total loss they would only give you the trade value and not consider the condition, how much you would have spent on the car or what optional extras it would have.
They are not interested to hear what you got to say and they are very rude. We were their customer for a number of years and have multi car insurance however, by the end of this policy we would leave and would ensure that any of our friends, family, colleagues would not insure with esure as well as share my experience in every social media available to allow others to make an informed decision.”
“My wife had an accident which ultimately resulted in our car being written off. Ensure were absolutely brilliant! From organising removal of the car to dealing with legal issues they made a bad experience so much easier to deal with. We will stay with them and are very happy to recommend them as an insurance provider.”
“I have been a lucky driver(no claims)
Ensure guided me through all the "the twists and turns"of reporting my
Accident making it very easy
I was guided by polite and professional people,and will insure my car again this year p.m.”
