“My partner had a child run out from between 2 parked cars as he was passing at 7mph. The child was 3.5 yrs old unsupervized and bounced off the passenger door of our car. Police involved and no action was taken due to parents, witnesses and cctv of neighbours proved it wasnt my partners fault whatsoever. No claim was put in against him, he hasnt heard a thing until esure has sent him a quote for DOUBLE his policy charge, its taken 3 whole weeks of ridiculous phonecalls ( kept on hold for nearly 2 hours only to be fobbed off in a 60 second reply by a woman CA) now he has had an email explaining why his policy has doubled - the case will be left open for 2 years, waiting for police report, considering this happened 11.5 months ago they are talking BS ! He has protected no claims fully comp policy and NEVER heard anything since the accident from police ,insurers etc because he didnt cause the accident at all so no claims on insurance or charges by police. He did everything by the book as requested by police and insurers esure even sent an investigator out to measure up and see where the accident happened! Had email from them to say everything was fine and no further action was going to happen, case closed. My partner even took photos of the scene straight away on his phone for police to see. Police actually commended him for being so thorough and photos were a great help. Car is in excellent condition, mot'd taxed fully comp and protected, police breathylized him and drugs tested him( routine) and he passed with flying colours. He doesnt drink smoke or do drugs, a biker for 38 yrs without any convictions points or accidents and very aware of the roads and surroundings ( police praised him for his excellent road awareness) Now, as his partner and furious with esure, i am going to take this as far as i can go starting with the ombudsman. I will not allow this company to rip off law abiding people who make sure they pay insurance premiums,tax, mot and maintain their vehicles without fail to be legal on the road. I am on a mission now to resolve this legally whatever it takes. PLEASE AVOID ESURE FOR CAR INSURANCE- ABSOLUTE DISGRACEFULL COMPANY. IGNORANT, RIP OFF MERCHANTS, 1 STAR IS TOO GOOD FOR THIS COMPANY, THEY DESERVE TO BE ELLIMINATED FROM PROVIDING ANY KIND OF INSURANCE.”
“Was insured for years with them ,never made a claim luckily but now I need my proof of no claims they won’t answer ANY calls or reply to email. DO NOT USE THEM”
“Unfortunately whilst I was insured by Esure a mistaken/fraudulent/malicious claim has been made against me.
Esure have made this far more stressful than it should have been their communications are terrible, no responses to emails, 52 minutes on hold to speak to someone to get an update, I then had to prompt them to chase the other insurance company to produce evidence I was in an accident.
Useless”
“Trying to cancel my policy with only a month left, they told me that I was to pay a cancellation fee AND the last months DD as there was a 14 month old claim that THEY still hadn’t paid. Several phone calls later with me arguing that their incompetence was not my fault and I shouldn’t be penalised for this. Finally closed the claim, and was then told I would still have to pay both as the claim existed in the first place - and the advisor said “just pay the last month and don’t auto renew “ rather than cancel the policy on a car I have sold! I have tried 9 times now to turn off auto renew and it isn’t working - and I begrudge spending another hour talking to these people. Awful customer service.”
“Esure:
Well they emailed me to ask for my view so here it goes:
I've been with esure for three years and renewed for a fourth. Once they quoted me for the renewal, I called to discuss removing my named driver and they charged me for the original quote and processed a partial refund for the difference without the named driver.
I then got an email confirming my renewal. Four days later, I got another email saying they cancelled my policy which came as quite a shock as they took my money.
I called them to find out why and they said that the lady who renewed my policy on the phone had processed my partial refund before charging me the full amount and so their system didn't pick up the fact that I paid for the renewal so they just cancelled my policy.
I was told that they couldn't amend the error on the system and instead I had to create a brand new policy, pay for it (much more than my original quote) and wait for the original refund and the new refund for this new quote. As well as that, I was assured that I would keep my three years of no claims discount.
This was two weeks ago and to date I have yet to receive my no claims discount or my refund which amounts to £105.88 plus a gesture credit of £30.
Ideally, they wouldn't have cancelled my original policy. Furthermore, they should have corrected the error and reactivated my original policy as well as refunding me the difference in the over charge within the same week. They were fine for three years but this series of issues is a huge disappointment”
“Poor customer service
4 emails ignored
Given wrong contact number by an agent
Live chat unhelpful
Please read small print regarding contents of vehicle if stolen and courtesy car as they don’t offer like for like
I drive a Range Rover to enable me to support my disabled sister. Car stolen and damaged. Taken weeks to remove from police compound then repair garage gave me an i10 as replacement car which means I am currently paying for a hire car to enable me to continue to support my sister
Surely when you pay insurance for a larger car then your courtesy car should automatically be of a similar standard???
Also no timeframe given for repair and return of car even 8 weeks after it was recovered by police”
“Dreadful company. No one calls for any updates absolutely cowboys. Please not sure insure your cars with company, in case of accidents( even when not your fault) you will not get any assistance or even explanation. Avoid at all costs”
“Unfortunately had a accident,hit a car at crawling speed under 5miles\hour .my har had nothing,other car a rear bumper crack long 5cm.The other driver have claimed older damages to his rear boot door. the claim ended costing 6k £ while the actual car price would have been max of 2k(peugeot 207 of 2009). The other driver was with the same insurance company as me
When speaking to the claim team i mentioned the driver most probably will try to claim older damages but looks like they did not investigated anything.”
“As with all other reviews. Would not insure with ESure if it was free. Appalling company to deal with, even when you can get through to them! Threatening letters and emails received. Disgusted at my treatment.”
“Waiting 12months due to being hit by an overseas driver. Esure have contacted me twice. Last time in January. Don't reply to my emails. I'm still waiting for my excess to be returned. Tried to contact with a telephone number their support team gave, just put me in exactly the same q, I was informed by their staff it was a direct number. They also don't have a contact number for complaints - apparently! Useless!”
“Worst insurance ever. Biggest scammers with some fraud customer service people. Never go for it, you will definitely regret it in future. Trying to loot people's money by saying something. I had a policy with a monthly premium that was very high. When I got cheap insurance from other companies these scammers didn't let me cancel their policy. Finally, they want me to pay another month of insurance premium before the date and moreover, they are not willing to repay the deposit amount. Looted so much money from me. Guys don't fall into their quote.”
“Claim 5000076527 for a stolen car. It is the 5th day that E-Sure instructed Enterprise to take back the hire car and have since advised that they are investigating and that there is nothing they can do meanwhile. Whole point of having insurance is to have a vehicle hire in circumstances like this, have paid for upgraded courtesy car and also business insurance. That said, I have missed many customer appointments, my toddler not being able to do his activities and has put me in serious trouble with my employer. Why can they not provide a vehicle hire whilst they do the investigating? Emailed CEO who forwarded to the team with no action taken so far. Absolutely poorest customer service with NO CARE in the world.”
“I spoken with a male agent today 05.07.24. Who sorted out my issues and I was happy to pay Esure Flex the balance outstanding. 5 stars, he was polite, understood what I required and dealt with it there and then. However, I can NOT say the same for the lady who I spoken with on the 2nd. She was no help, did not understand or help me resolve the issue, which was a simple break down before I paid. So please Esure ensure your agents can understand what your customers require, if not then pass onto another agent who is more experienced. But WELL DONE today.”
“Worst car insurance provider.
Please run with your dear life.
When it comes to fighting for you for liability from a 3rd party and settling your claim they are very poor and not interested with poor communication.
I put a claim for unisured loss as advised and Esure refused to pay it. The guy I spoke to was rude and uninterested.
Don't waste your time with them . There are far better car insurers out there.”
“13 years no claims with 3 cars at one point. 52 years old £470 last year renewal this year £933 rang up and this is the best we can do. A quote off of go compare £647 and more covered on this policy too, keys, rental car, car breakdown to name a few. Absolutely ridiculous that it was basically double. Loyalty means nothing these days”
“Been with them for two years. Been paying by monthly D.D. I sold the car and attempted to cancel the policy. Live chat kept cutting off. So go through the whole process again with another operator. Only to be cut off again. Finally stayed on long enough to be told the policy will be cancelled that day. But as usual, before we could exchange thank you and goodbye, live chat went down again. Admin fee to pay. No problem,I expected that. Would hear within 8 to 10 days. After a week I cancelled my D.D just in case they tried to take it out again. Two weeks later I receive a letter DEMANDING payment. Unless I paid the policy would be cancelled. You couldn't make it up.
So I have no idea if the policy has now been cancelled. I have no idea just how much I owe them? I have no idea if they are still attempting to charge me for a policy on a car I haven't owned for two months?
For this reason I cannot recommend esure Ans I certainly wouldn't use them again. Imagine trying to deal with a claim?”
“No customer service whatsoever, impossible to speak with a human.
ripped me off for 2 months premiums for a policy I did not want to renew and now threatening me with legal action if I don't pay then for a product I never wanted in the first place!”
