Esure Reviews

Name: Esure
Rating: 3.41

3.4 Rating 1,916 Reviews

61 %

of reviewers recommend Esure

Company Reviews

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3.4

Based on 1,916 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
Returns & Refunds
Refunds Process	Difficult

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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

“Sent me today email telling me they had cancelled my car insurance a week ago so I've been uninsured. The email a week ago telling me to take action didn't have my name or insurance policy number on so I thought was scam email. Not a professional company and they can go run and jump for any outstanding balance”

Helpful Report

Posted 3 years ago

“I submitted a claim for flood damage to my property 4 weeks ago and esure passed by case onto Sedgwick who are absolutely awful. They didn't process my claim initially, then the loss adjustor was off sick the second loss adjustor did not include 2 of my carpets the main part of my claim. He lied saying that my lounge carpet was to be cleaned, when he had written that it had to be dry cleaned. I know this because an inexperienced call handler read his report to me. when I lodged a formal complaint I was advised that they would get someone else to examine my carpets. No one contacted me. They have offered me a cash settlement which no where near covers the damage, I refused. I'm still waiting for my case manager to contact me 4 weeks later. They refused to lift my hall laminate despite the manufacturer stating that it needs to be lifted. I have started communicating by email and not phoning as they never get back to me and I will have documentation of all my communications should I need to contact the ombudsman.”

Helpful Report

Posted 3 years ago

“Overview Reviews About esure esure Reviews 14,590 • Great 4.2 In the Insurance agency category www.e sure.com Asking for reviews Verified additional company details See business transparency Reviews 14,590 Excellent 65% Great 13% Average 4% Poor 3% Bad 15% Filter by: All reviewspriceesureserviceinsurancepolicycar insurancecompanycarquoteyear Search reviews Mel Smith 1 review Updated 21 minutes ago Unprofessional & incompetent Avoid this company at all costs. Even their own staff will blame each other and tell you they've received many complaints about their service for car insurance and will complain about each others conduct. They'll even give you names. Heaven help you if you get through to the Scottish office. Manchester are apparently much better at handling things- by their accounts! My claim has been dragged out due to incompetent staff booking an engineer for the following month instead of the current one, to access my car. They base their estimations on their own calculations and not current market value and don't forget, they'll take off your excess and you'll be left with peanuts. Additionally, and maybe all companies now do this, and don't actually look at your car in their collection depo. Just 40 additional photos that they take themselves. They don't actually have the time or staff to see your car for real. If you're lucky, you'll get a hire car. Unlucky if it has to be returned before they've processed your claim and when you need a car to pick up another vehicle you've just bought, and worse, don't have the money when you need it to put towards a new one. And what company in this day and age issues cheques? So add on an extra week from when they post a cheque to you to when it can be cashed and in your account. Since they have changed their minds about sending my cheque recorded delivery the next day, I will have to wait a further 2 weeks. I can't get through on the phone, I can't even make a complaint. For your own sanity and peace of mind, shop elsewhere. I've been driving for over 20 years and never had so much bad service from an insurance company. I can highly recommend Direct line. I'd even be happy to pay more, knowing I'll get a decent service. Glad their recorded message told me the other companies that are under their "umbrella" so I can be sure not to insure with them,either- Sheila's wheels being one of them. I'd rather pay a bit more for insurance with a better company than the incompetence that is ensure. NO STARS”

Helpful Report

Posted 3 years ago

“I am currently dealing on a claim with esure and I tell you, it is the worst service I have ever received from a service provider. Following an accident 3 weeks ago, I spent over an hour trying to speak to someone on the phone, subsequently, I completed an online claim on the day of the accident. Till today, no one as called from esure as courtesy. I finally found out on Friday, that they had decided that the fault was mine, despite detailing the information in the form, despite mentioning the other driver had claimed fault, and despite claiming the had not received all the original details. As of Friday 29 October, they had not contacted the other drivers insurance. I have sent numerous emails, no all backs. I am now in a situation where I don’t have a car as my car is currently being fixed and they are unable to provide me with a courtesy car. It just shows that affordable insurance isn’t always great. The service has been ….., I’m speechless really!”

Helpful Report

Posted 3 years ago

“If you don't have nothing to do with your time doing your policy with them. I've just been asked to pay over £400 to cancel my policy. I had a claim a few months ago due to a cat stolen. I waited a few weeks to have it resolved after long time lost on phone and reviews. Now I need to loose more time to cancel the policy. I will try to create awareness about this all over as this situation creates a lot of stress and I don't want anyone to have the same experience.”

Helpful Report

Posted 3 years ago

“I will never use this insurance company again. They renewed my car insurance after I phoned to cancel. Now I have a invoice for £57.31 plus if I don't pay it they will transfer my debt to a debt collecting company. There is absolutely nothing decent or respectable about this company they are just money grapping cheats.”

Helpful Report

Posted 3 years ago

“its not that the staff are terrible or rude ! they are lovely but not trained well by the company. I was quoted £400 for renewal on around the 7-9 sept and a very lovely lady matched to £4000 and I said, i need to decide to pay full amount or monthly. she told me I do not have to pay immediately as I was deciding to pay the full amount or monthly. so she told me to call back 6th October and she will hold that quote for me. just rang up and she did not put the quote in the system as promised. I am so gutted as this is a crazxy amount to pay for a ar that is 21 years old and I have never claimed in my 30 years driving”

Helpful Report

(Car Insurance) - Posted 3 years ago

“over an hour on hold to speak to smarmy ross who was arrogant and unhelpful.”

Helpful Report

Posted 3 years ago

“Do not use this company!!!! Charge £35 to cancel policy, keep you waiting on the phone for 10 minutes listening to a recording of what they can sell you. Terrible company and thieves”

Helpful Report

Posted 3 years ago

“Very bad service at all, never recommend to anyone to going with this cheating insurance.”

Helpful Report

Posted 3 years ago

“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”

Helpful Report

Posted 3 years ago

“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.”

Helpful Report

Posted 3 years ago

“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”

Helpful Report

Posted 3 years ago

“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!”

Helpful Report

Posted 3 years ago

“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”

Helpful Report

Posted 3 years ago

“Home insurance is a complete waste of time and money . Stay well clear.”

Helpful Report

Posted 3 years ago

“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.”

Helpful Report

(Car Insurance) - Posted 3 years ago

“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.”

Helpful Report

Posted 3 years ago

“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,”

Helpful Report

Posted 3 years ago

“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”

Helpful Report

Posted 3 years ago

Esure is rated 3.4 based on 1,916 reviews