Esure Reviews

Name: Esure
Rating: 3.41

3.4 Rating 1,914 Reviews

61 %

of reviewers recommend Esure

Company Reviews

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Metrics

3.4

Based on 1,914 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Ensure DO NOT USE THIS COMPANY they are corrupt and acting fraudulently, they are putting false information on the CUE database about people's claims so prices can be increased. an absolutely disgusting company who is causing me a lot of misery”

Helpful Report

Posted 2 years ago

“Without doubt the worst insurance company we have ever dealt with!! Not only is it virtually impossible to get through on the phone, the web chat is diabolical! Three times I tried using the web chat only to be told three times no advisor was available even though I used the service within opening hours. To add insult to injury, the chat closed down each time I asked the virtual assistant a question about car claims. More than understandable why Which gave this pathetic organisation the lowest customer service score. When the accident occurred we were told Esure would not recover the car if the police instructed a company to move it. Bear in mind the car is undrivable and blocking a single lane road!!!! What idiot would think it’s okay to refuse recovery and cause mayhem on a public road?!?!?! The agent also suggested the accident would be a knock for knock even though no investigation had been undertaken and even the police officer in attendance said he could clearly identify another driver as having caused the accident!!! We then received an email saying the car was a total loss followed by another email saying the car was going to be repaired!!! Can’t then get through on the phone or web chat despite multiple attempts!!! I resort to using Twitter and the Esure representative said she would request an urgent callback from the claims department. Unsurprisingly we have received no call back. I asked the rep for details of the complaints process and department and she point blank refused to give them to me!!! She said I had to wait for the callback before making a complaint - utter rubbish as I’m more than entitled to pursue a complaint based on our experience to date. Quite clearly Twitter Debbie needs urgent training in how to provide great customer service. I will be sharing this complaint far and wide. Absolutely disgusted with the appalling service received.”

Helpful Report

Posted 2 years ago

“Disgrace of a company. On hold for over an hour everyday with no answer. And when you get through they fob you off and then put you back on hold. I want my claim to resolved as soon as possible but they don't care. STAY AWAY FROM THIS COMPANY WHEN MY RENEWAL IS UP THEY CAN STICK IT WHERE THE SUN DONT SHINE. How can you be insured by a company you can't get hold of.”

Helpful Report

Posted 2 years ago

“The only thing good with this company is how low the prices are! Only customer services numbers are 08 which are charged. Impossible To find the phone numbers for the flex! I have to call ensure wait on hold for them ask them to transfer me and the hold time is always over an hour/2 most times Someone crashed into our car in middle of night everyone else was payed out in under 2 weeks were currently nearly on month 3 without any information about our car. They give us 5 different courtesy cars nowhere near similar to our car! We have 2L bmw large for a wheelchair we’ve been give a fiat500. Wouldn’t go with company at all. They have called us once regarding the claim and stated there machainics was being ‘lazy’ there’s also attempting to take our courtesy car off us without getting another one or receiving our pay out!”

Helpful Report

Posted 2 years ago

“Money hungry cheats, the worst insurer I've ever dealt with! Informed me they would recalculate my premium and refund me money after my claim is closed, but now they're saying this was misinformation and that the premium is correct, although they increased my premium by 110% and a manager confirmed my premium would be calculated for sure. And the claim, 3rd party insurer accepted full responsibility in December 2021, but the claim is still open one year and four months later and esure have provided zero update regarding the claim, not even one letter sent since claim was open. I don't even know my claim number. They have also taken their time to send information to the 3rd party, with the last information requested not sent yet, although it was requested two months ago. I've never written a review in my life, but was obliged to do so, as I've never experienced this kind of service in my life and wanted others to avoid going through the same thing. Trust me when I say..avoid, avoid and avoid!!”

Helpful Report

Posted 2 years ago

“AVOID AT ALL COSTS. I was involved in a RTC and the customer service staff were rude and unhelpful. I didn't get the courtesy car I was entitled to because apparently "I should be driving more carefully" even though the RTC was not my fault. I have complained and complained but nobody responds. They have messed me around with paying off my car finance - I spent 86 minutes on hold to be told they sent a cheque. We are in 2023 not 1923!! Their customer service is shocking. I will never use them again and if you value your sanity and money, you wont too.”

Helpful Report

Posted 2 years ago

“Lack of training and education on the help desks Super frustrating company to deal with. Last year I asked them specifically not to autorenew, this year when they did it without my permission getting it cancelled has been a nightmare. Originally I only wanted to review renewal docs - they should have been in my account but weren't, both the "live chat" and the help line are totally useless, neither able to supply an overview of what they'd charged me for - buying without an idea of cover makes no sense to me. Then the helpline made the incorrect adjustments and instead of refunding they just changed my renewal settings confirming that my money would not be taken. Now it has been. Have been passed around the houses and no idea whether my money is coming back or not as the line cut out”

Helpful Report

Posted 2 years ago

“"Accident claim in for 5 months (non fault), communication is shocking, won\u2019t even email back, I\u2019m still out of pocket. \r\nI literally cannot rate them lower. "”

Helpful Report

(Car Insurance) - Posted 2 years ago

“Will never use Esure again, it took two years to get a case closed and lots of my time. Now because of them a no fault claim is now a fault claim, incompetence at its best and is now going to cost me money down the road”

Helpful Report

Posted 2 years ago

“Spent hours and still can not get through to the total loss team, Not happy its discussing service and underhanded sneaky hidden policy details. and to charge £856.99 on top of £650 excess after a none fault accident because my mileage was slightly over what I guessed. It was parked up at when it was hit!! And because of this you don't get a curtesy car until it actually goes in for repair, possibly weeks later. AVOID and pay i bit more if you have to.”

Helpful Report

Posted 2 years ago

“This company is the worst of the worst car insurance's I've ever used in 30 years, they are disorganised, don't care about any problems you have with your car, but will make sure they take money from you for doing nothing. Someone crashed into my car and Esure customer service and engineers have left me to go out and hire my own car, and I had full insurance cover, plus not even fixed my car, and this all cost me over £3000 for 3 years of insuring my car with them, and with no claims for 3 years until someone crashed into me. WHAT EVER YOU DO, DO NOT USE THIS COMPANY, BECAUSE YOU WILL REGRET IT. if I could give them 1 out of 10, I would give them minus 10.”

Helpful Report

Posted 2 years ago

“The worst insurance company on this planet, DO NOT insure with them, they don't know how deal with claims and will be least interested in dealing with yours. Bad bad experience and still not resolved.”

Helpful Report

Posted 2 years ago

“I would give zero stars if I could I would give zero stars if I could. Upto 1 hour waiting times on the phone. They insured me then 6 months later decided they made a mistake and that I was too high a risk. 52 year old hospital consultant driving a Volvo with 16 years ncb and 6 points. Was pulled over several times by police and contacted by DVLA. Stay away from these cowboys Still not had my refund”

Helpful Report

Posted 2 years ago

“"I emailed an address, to which I got a reply to say that it was not in use and to use their chat bot - however, there is never a person in there and it is simply, an automated service - not as they say, with a real person. I then found another email address but, yet again, having sent several emails - they have not responded. "”

Helpful Report

(Car Insurance) - Posted 2 years ago

“Had a accident, still waiting for courtesy car it's been 3 weeks”

Helpful Report

Posted 2 years ago

“"Not good service "”

Helpful Report

(Car Insurance) - Posted 2 years ago

“Have been insured for 30 years+ at various properties and when insured through esure home insurance. Encountered a leak through kitchen ceiling from the bathroom. Esure sent a surveyor from BVS who were total liars said to us on day happy to repair but downplayed the amount of damage once we obtained quotes used various excuses ie hiuse not occupied,failed sealant, plumber who has quoted is not reliable, damp shows pre existing(which turned out to be breach of dpc) they are total liars and failed to quote. Took 18 months with the ombudsman and proved that they didn't even remove the bath panel at the minimum to check area of leak yet made so many fabricated accusations all which were proven to be lies. Complaint upheld by ombudsman and work completed having to pay myself initially. Do yourself a favour and avoid this fraud organisation who are happy to take payment but will not pay under any circumstance.”

Helpful Report

Posted 2 years ago

“Very poor managed company (esure) I called esure regarding a leak in a leak in my roof. I was on hold for over 1hour and 10 mins. Eventually I got through to an agent, she was NOT very helpful and could not wait to get of the phone. she gave me another number to call. I called another she gave me and was holding over 2 hours before I hung up. My issue is still not resolved and this is the 2nd time I had the same experience within 6 months. I would NOT recommend anyone to go with esure. I just had a reply saying email axa, not happy with this. Also tried to call today to esure and axa but can not get through. I have been trying since 8 am this morning to no avail. Absolutely abysmal service as you can not get through to anyone at esure or their emergency number. Please DO NOT go with esure for your insurance needs as they are appalling company with no clear directions for their customer needs and service.”

Helpful Report

Posted 2 years ago

“"Rubbish company no help what do ever when I claimed against Zurich who's insured crashed into my parked vehicle esure informed me I would have to pay my access on my own policy also would effect my no claims bonus defiantly not renewing with them."”

Helpful Report

(Car Insurance) - Posted 2 years ago

“Total loss teams wait time is ridiculous. I've been waiting for over an hour. Yesterday same thing gave up after an hour and a half.”

Helpful Report

Posted 2 years ago

Esure is rated 3.4 based on 1,914 reviews