“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.”
“My claim is still not settled after 10 months.
After the accident (September 2020), I started getting calls from different companies (companies who call you if you were involved in an accident and want to claim). These companies had all the details i-e my name and number, my wife's name and number, home address, details of the car and date of accident, details of the other car who was involved in the accident etc. Initially I though these companies were given my details to sort out the claim but after calling Esure customer service they had no knowledge about these companies. HOW DID THEY HAVE ALL THE DETAILS? I even filled in details of these companies on Esure nuisance contact form but no action was taken.
I sent emails to Esure customer service and do not get a reply why our Privacy information was shared (sold) to nuisance companies. I think this is the reason why the premium is low as they sell your privacy information to other companies and make money out of it.
Shame on you.”
“On 25/6/21 I lost my Jeep in a flood. On 28/6/21 Esure wrote it off, advised to clear it and collection by Copart imminent. Asked for a review and I did a positive one, swift, efficient etc. Copart never came. Then an email to say another company was coming to assess my car and a link was sent asking me to photograph damage. No visible damage, water in the engine! Told it would be collected 18/7/21. I did not take the offer of a rental as the Jeep is used on the farm and I need a truck, I have other cars. BIG mistake. Now no pressure on esure to resolve my case as no money to be saved. Nobody came on 18/7/21 for the Jeep. I have always got to initiate contact as nobody has ever contacted me from esure, ever, by telephone. Each time I speak online I'm told it will be sent to the person dealing (no name ever given) and they will be in contact. They never do, they never have. I noticed on Twitter, which I don't use, they said rather than complain, contact the CEO direct and we will resolve and gave an email. I emailed them and yes, the reply was somebody has to speak to somebody else about this. I still have had no contact. On the basis of writing it off and needing a truck for farming I went out and bought another truck anyway. If this is how you treat your customers, you do not deserve to run a business. Shameful, ignorant, neglectful and just not British in dealings. Avoid if you care about being treated correctly in your time of need!”
“We left a bad review when we were burgled as they refused the claim on some technical pretext when they couldn't be bothered to speak to the locksmith until 6 months later when he couldn't recollect the incident and never even bothered to speak to the Police. Net result told us to go to the Ombudsman who of course found in esure's favour as seems to be the case in the vast majority of cases. We then left a bad review that has mysteriously disappeared! Surprise surprise but we are talking about esure.”
“I have home insurance and home emergency cover with Esure and their response is very disappointing. After raising an emergency case for plumbing through the home emergency cover channels in the morning, they quickly took payment of the excess (something which I haven't had to pay for any previous home emergency cover) but then lost interest.
Having been told to wait for a call from a plumber, it never came so three hours later we called Esure back and was told they would put it through again and to wait for a call. Two further hours later with no response I called the plumbing company that Esure supposedly assigned to our case and they told me they had no record of it. So yet another call to Esure and they inform us that they never sent the case through and that they won't be able to get anyone out today anymore. So after a full day and many repeated calls to Esure, we still don't have any idea if they are sending anyone out and will have to continue struggling with the situation tomorrow. Horrendous service in response to an emergency, the only thing they have managed to do was take payment of the excess and waste a lot of time.”
“Probably the worst insurance I have taken. Every time u make amendments ie like change a car or numberplate or ad a driver it cost you so for a 300 I paid ended up paying nearly 550 as I changed car ect BETTER INSURANCE COMPANIES ON MARKET WHO DONT CHARGE #AVOIDED 😤”
“If you don't want stress, loosing time and headache I will advise to pay extra and go for a company that respect and help there clients when are in need. I hope you will learn from my experience and take the right decision. Last night my BMW catalyst was stolen in one minute, witnessed by my neighbours who called the police straight away. Four police cars arrived. The police officer checked my car and asked me to start the engine. They told me that there was definitely the catalyst stolen, but to be aware that other damages could be caused as they use an electric saw. This insurance company refused to have a look on my car! What if there is petrol Leak or any other danger? They assumed that there is only the catalyst and made me wait up to 7-10 working days until the cat arrives and then they can pick up my car and have a look for any possible damages. They can only give me a substitute car when my car arrives at the garage. The ridiculous situation doesn't end here: instead of providing me a similar car as I have an estate, business BMW, they want to give me a Ford-K or Nissan Micra, which are impossible to be helpful in this situation, as I work in painting and decorating and need a similar size car, not the smallest car!!! How am I suppose to make a living if they make me wait for the substitute car up to 10 days and who will be responsible if the car have other unknown damages that will be a possible Hazard?”
“Cannot claim for cancelled or delayed flights..... cannot claim for lost luggage as I didn't keep every single receipt. Who keeps receipts for all clothing and cosmetics????”
“2.55pm accident
4.15pm reported to the insurance company
Given max 90 min waiting but prioritised with infant in the car
5.40PM Call from RAC ETA is 7.40pm and told to leave vehicle unattended as they would collect keyless
Tried to contact the insurance company and Rac, both numbers were not reachable.
One was waiting in queue for over 30 min and cut off the other one just did not work.
Husband got through to insurance and complained. ETA given 20 min to 6.50pm but this did not happen.
6.40pm Had a call from RAC asking where I was, and eventually realised that they have been given an address in Birmingham for collection from insurance.
The man said to call me back but not heard again
6.50pm left the vehicle locked.
9.30pm I called insurance company and got connected directly to Barbara in manchester.
I was saying I am not happy with the car in vulnerable location, and she apologised for the mess caused and spoken to the manager and told me they would arrange a different contractor and the car would definitely be collected before midnight KEYLESS! They have put keyless in capitals!!
I asked for notification at collection of the vehicle and she said of course that would be done whatever time it is.
10.30pm had a message they are only contacting the contractor to recover the vehicle and ETA is 90 min.
7.10am I spoke to claire and she said the car is definitely collected 9.22pm last night with menchett recovery.
I asked for confirmation on this by email or text. She said that was not possible.
I said I would like to contact Manchett recovery and confirm this informatikn they have my car, so requested to provide contact details. She put me on hold for a long time and put me on contact with manager josh.
He admitted they messed up the whole thing and the car was not collected at all.
8.10am he said I have been put through to different department and my car will be recovered asap. Someone will come and collect car keys from my house and recover the car asap.
9.10am not heard a thing yet. Calling insurance again.
I took out the car insurance but they are busy blaming each other and nothing happening.”
“Very poor customer service they cancelled my insurance after they couldn’t find my ncd they emailed me 4days later so I was driving with no insurance for 4 days that 5months ago I’m still waiting about my complaint eventually they did find my ncd and reanstated my insurance still not happy I will not be going back”
“Absolutely shocking do not touch this company had a claim not my fault still disputing repairs total sub standard DO NOT TOUCH EMBARRASSING LIES UPON LIES”
“Gave 1 star because no option for zero, been badly let down during a home insurance claim. They sub contract an assessor from a company called BVS who under estimate the cost of the repairs, I got 3 quotations all considerably higher than the assessment but they fail to recognise the independent quotations. I’ve had no correspondence for weeks know and they never responded to any of my emails. Please do not use Esure, my daughter recently had a much better experience fro Tesco home insurance.”
“Cancelled a policy and they claimed they were unable to refund the owed money because I had since changed banks. Claimed that it would be illegal to even send me a cheque. Absolute nonsense, blatant theft.”
“They take your money all looks fine but wait until you claim they will rob you all over again. We were burgled they lied about speaking to our locksmith in order not to pay out. How low can you go!!!!!”
“Thanks for making my replacement car more challenging, not only was I NOT responsible for an accident which ended up writing off my car, I'm also now £1500 short of being able to buy a car because of the incorrect valuation of my car by esure's engineers who hide behind "guide prices" not taking into account what it's going to cost you to buy the car on the market. Be warned - choose this insurance if you want a challenging process 👍”
