“This is the worst insurance company
This is the worst insurance company This is the worst insurance company. At first everything looked great, they offered not bad price and got everything done quickly. When my wife got her license half a year later, they doubled the insurance. 1000 pounds turned into 2000 thousand. Soon, unfortunately, my wife got into an accident due to the fault of another driver who did not let her pass when she was driving on the main road with a green light. We provided evidence from dash cam. The video shows the opponent's fault. At the moment (21.02.23), 5 months have passed since the accident, there is still no result. It's time for me to renew the insurance on my work car, but since there is an open case, my insurance has increased by £1000, and I wasn’t even driving the car that was involved in the accident. In a month, I need to renew the insurance for a car that was in an accident; the price will be increased again, since there is no solution to the accident. This is some kind of robbery, the insurance company is deliberately delaying even the most obvious consideration of the case with video evidence in order to increase payments. I work 18 hours, I barely have enough money for my family, I spent many years of savings on an old car(2012) to make it easier for my wife to take care of the children. But the insurance company forces me to work 24 hours a day just to pay them, and they will sit for years looking at obvious accidents without victims. On my only day off I tried to contact the company (1pm) and find out when there would be a decision on our case, I waited on the phone for 40 minutes, then I started writing in the chat and wasted 6 hours on numerous correspondence in vain. There is not one email address on the site where you can write a complaint. Each staff will transfer you to some other department, and then they will tell you that their working hours are over, write to us tomorrow. I need to take a month off to get through to the right department. I strongly recommend that you avoid this company, you won’t find a simpler case than ours, but they are still delaying the decision in order to rip off as much as possible from you, and also other companies will screw you if you have more than one car in the family. This is a conspiracy to rip off all drivers. 22/02/2024 We can’t get through on the phone, every time we connect to the claims department, they hang up on the phone. Our unfinished business is displayed in the system as Our fault, but this is 100% not true. In the chats I was told that the case is still under consideration and no decision has been made.”
“For elderly and those who cannot operate smart phone, don’t even bother to take insurance out at esure even if it is the cheapest, because when you make a claim, it will be worst time of your life, chatbot is waste of time, no phone numbers, claim takes around 4 hours to make, procedure for repair does not start until third party accept responsibility even if it is not your fault and have full comp ins.”
“They say you can’t really rate an insurance company until you make a claim and isn’t that the truth! The customer service at Esure is non existent, the staff are clueless and the entire claims process is negligent. My car was written off a year ago and they still haven’t assigned fault & have repeatedly failed to respond to my formal complaints (that’s complaints not complaint, as during the past 12 months there have been multiple). I can honestly say there’s not another company that have caused me so much anxiety, stress and tears. They are ruthless, unscrupulous and in my opinion should be banned from trading.”
“Twice I've had to phone this company (Saturday and today) in the 3 years I've been with them and I am appalled. Due to customer service they don't even deserve the 1 star I have given. Poor advice given by an agent Saturday who told me to cancel my insurance with them then take out new cover (only to discover this is not an option due to maintenance at the moment) he refused to re-instate and took no responsibility for giving me this advice. Then today when explaining to another staff member what had happened and how I've had no documents to prove it's been cancelled she was down right rude, when I told her I wanted to speak to her manager she point blank refused and began accusing me of shouting at her. when I asked the woman to slow down when spelling her name and when on loud speaker myself and 3 other people couldn't catch the whole spelling of her name due to her spelling it so fast, she then began shouting at me and constantly cutting me off when I was trying to talk to her. Abruptly then saying one letter every time I tried to speak! I will never recommend this company to anyone and glad to have found (cheaper) cover with Ageas, and their customer service after 1 day already tops Esure!”
“"Only went with esure because of the price but their telephone service is abysmal, hold you on the phone for hours with the usual excuse that their lines are unusually busy at the moment. Their website does not allow you to give basic questions and their chat line could not answer most of my questions and kept telling me to contact them by phone. I am retired and I was able to phone at all times of the day and night without much success so how a working person would be able to contact them I do not know."”
“Appalling customer service, unable to get through on telephone, Emails take forever and when they do reply they are not true to their word. My 82 year old mum is still waiting for a “goodwill” £50 cheque. Initially £25.00 but never received? Now been 29 working days and still not received. Avoid using this company!!!”
“Car stolen 5 months ago and still waiting for esure to pay out. Customer service is a joke, never had a callback and have had to contact the Ombudsman to resolve. Avoid at all costs”
“Been a customer for a few years but had to cancel my latest policy as I sold the car. They confirmed cancellation and advised they would refund me the remaining amount (paid for the full year in advance) minus the admin fee which was absolutely fine. One month later I am yet to receive my refund. The customer services are incompetent and rude. So far I have spent hours on the phone and live chats trying to get some sort of resolution. I have been on hold for 40+ mins multiple times only to be hung up on in the end. This is a shocking service, it is not a complicated matter to resolve. I cannot even imagine if I had to contact this lot about a claim. Absolute mess, I will be taking this further. Please avoid this dodgy company at all costs!!!”
“Dreadful company. Do not trust this company! Renewed automatically whilst I was ill, put my insurance up by 2/3 and tied me into a 12 month insurance contract, by the time i was well enough to call them it was too late. Without any circumstances changes or claims they Put my insurance up from £56per month to £156 per month without any justification.
Also The customer service team when you call in are the most rude unprofessional people imaginable.
Honestly do yourself a favour and get insurance elsewhere.”
“They were competitive but OMG they are totally unable to contact regarding a change to my travel insurance so just gave up and went to a more reputable company. Rang twice (as on line chat does not allow changes on line) and waited an hour each time before I gave up.
Go somewhere else”
“Absolute joke from start to finish. Car was stolen from outside my house- arguably, that wasn’t the most stressful thing to have happened- dealing with ESure was. Waited over an hour on hold, finally got through to someone who took all the details and booked in a call with the theft department for 9:30-10:30 the following morning and I was told a call from Enterprise for the courtesy car would follow ‘any time now’. This was at 9am. By 3pm, I hadn’t heard from Enterprise so gave them a call directly as I was without a car. They hadn’t received the referral. Spent another hour and a half on hold to ESure who said they had not sent the referral properly but would do it now. Raced to get a car from Enterprise after waiting around all day, just before closing.
The following morning arrives and 10:30am comes and goes and there is no call from the Theft Department. Spent another 90 mins on hold only to be told that they were unsure as to why I didn’t get a call but the only option would be to book it in for the following day at 11am. After much arguing, I reluctantly agreed and went about my day, only after having to repeat all the information I had previously given as it hadn’t been recorded . 4pm the same day arrives and I receive a call from an agitated member of the theft department demanding to know why I hadn’t answered my phone for the call at 4pm. When I explained it was actually booked for 9:30 that morning she said they don’t take calls then and I was mistaken. I forwarded her the confirmation email and she didn’t apologise, just said she’d ’pass it on’. We conducted the interview (where I was made to feel like a criminal) and then I forwarded the documents on that evening.
Over 2 days I’d spent well over 6 hours on the phone to ESure.
We were told that once the documents had been sent over, it would be approx 4 weeks for a settlement to be agreed. Car hire is only for a max 21 days (told absolutely no chance of extending) so is virtually useless in that regard! Chased them after sending documents over (knowing how useless they are) and was told that they hadn’t received any. 5 attempts later, still received nothing. Not sure a generic email inbox is the best way to deal with thousands of claims and personal documents.
Contacted them daily through the live chat function (actually pretty good and much better than waiting on hold for hours on end). We were given countless contradictions and vague responses, asked to provide pictures of the damage to the car when it had been stolen, not damaged. We were told the contents email we had provided three times could not be found and that they would not be contacting us about a settlement claim as they were waiting to see if the car had been recovered- the police had closed the case! Nobody was looking for the car so it wasn’t likely to be recovered. It appears they were sticking an arbitrary time frame on it just to stall the pay out process!
After I’d had enough, I emailed every member of the senior leadership team and got a relatively prompt response from the CEO of Claims who put me in touch with Donna. She agreed to extend my car hire and chased the claims department and was the one good cog in a failing machine.
It’s now the 30th January and they have just offered their final settlement- nearly £3000 less than market value.
We are now going via the Ombudsman and will be contacting BBC Watchdog as their processes are so poor and we know we’re not the only customers to have had issues.
If you can afford to go with a more reputable brand, I really do urge you to do so.”
“Awful chat service. Had 3 different people just sign off chat mid query handling.
Nightmare calling. When did speak to a person after waiting for hour, she said would transfer but cut line.
On line site not working so can’t change policy or cancel auto renewal nor update payment option. It just says can’t do it and to contact them!
My worst insurance experience in 30 years”
“AVOID - AVOID - AVOID - The waiting time on the phone if you have a claim is VERY, VERY, long! Like, 2+ hrs & you often just simply get cut off and have to start all over again. If you do get through, they can rarely answer your questions and you simply get passed around different people, without ever getting anything actually resolved. We were involved in an incident that wasn't our fault, but trying to get our vehicle repaired and process the claim has been painful throughout. And is still ongoing, with no sign of resolve. This service is TERRIBLE. Do yourself a favour and AVOID at all costs.”
