“I signed up to Esure home insurance and wished I had checked the reviews first. The customer service is really bad. There is no way to speak to a person, only web chat. The DD payments were not being taken despite the bank confirming a DD arrangement was in place. It was impossible to make this point due to an agent (possibly Ai?) with limited knowledge. A very frustrating time consuming experience that could have been solved in a few minutes via a phone call with a human. I would not recommend this company!”
“I recently had an extremely frustrating experience with esure’s customer service via webchat. I attempted to cancel my policy due to a price increase, only to be met with dismissive responses, contradictory information, and a complete lack of empathy.
Inconsistent Information – The agent initially said complaints could be logged but later refused, claiming company policy. No complaint reference was provided, making it impossible to track.
Lack of Empathy – Rather than addressing my concerns, the agent repeatedly stated “this is how esure does things”, showing no effort to assist or acknowledge my frustration.
No Proper Complaint Process – I requested written confirmation of my complaint but was told esure does not provide email support for complaints, forcing me into a callback I didn’t want.
Unprofessional & Dismissive – The agent’s tone was unhelpful, and I was given no flexibility or alternative solutions. As a customer service manager myself, I was shocked by the lack of professionalism.
Overall, esure’s service was rigid, unaccommodating, and made an already frustrating situation worse. I’ll be taking my business elsewhere and raising my concerns with the Financial Ombudsman. Avoid if you value good customer service!”
“Hopeless claims system, lousy Comms. Telephone contact takes over an hour and response poor. Appears to be remote non UK call centre never again regardless of price”
“Avoid at costs. Customer service is totally non responsive. Had to drag them all the financial ombudsman and even still they are being deliberately obstinate and trying to evade responsibility.
I dread to think how they would resolve a claim fairly and feel sorry for anyone involved!”
“I changed banks and unfortunately one payment was missed due to my current back not notifying them. I tried to call them to make payment and they cancelled my home insurance. Please avoid.”
“rang them to look at my insurance price as it was more then the company I went with the lady was very unhelpful and in my experience quite rude as I know working in retail myself you have to be as helpful as you can but she just did not want to help me that's way I moved to another insurance company”
“If I could give zero stars I would. Been with Esure for a number of years and only had contact at renewal time.
Phone number on website is wrong. Can't get through they send a link to your email which does not work. Takes ages to speak to an actual human.
Claim from October still not sorted. Had no communication whatsoever.
Great price for insurance but AVOID AVOID AVOID”
“AVOID
Been with esure for more than 5 year. Had none fault accident. They provided me with a hire car. Everything was going well till I found out I had to return my hire car after 21 days so I requested to extend my hire car as my claim still not settled. Esure said they authorised on 19/12/2024 for me to keep the hire car till 03/01/2025. ( I got proof of that)
I get a phone call from enterprise asking me to give them the hire car back today 24/12/2024. And I owe them £296 as esure never authorised for me to keep the car till 03/01/2025. I spent hours n hours on phone to esure but didn’t get any where (24/12/2024).
All I got YOU NEED TO RETURN THE CAR TO ENTERPRISE. You should have given the hire car back to enterprise on 20/12/2024.
Really disappointed with esure and I will be taking an action against them.
I had to pay ÂŁ417 today so I can keep the hire car till 27/12/2024.
MY CLAIM STILL NOT SETTLED.
No one should have to deal with this on Xmas eve.”
“Absolutely appalling, a lorry crashed into my car on the M1, causing substantial damage and the airbags to go off. I stood at the side of them motorway for 2.5 hours answering inane questions about did I drive for Amazon/what was the purpose of my journey/did I have clear photos of the damage. Eventually the highways patrol organised the removal of my car. 4 days later Esure organised a pick up truck which turned up at my house…. Honestly I would still be standing at the side of the motorway if it was up to Esure. 5 days later I still have no replacement vehicle and no update. Hours and hours spent on the phone with no satisfactory outcome. I will not be renewing with them, anyone but Esure making a compete drama out of a crisis.”
“Ensure have to be the dogs of insurance company's. Mess up my policy, categorize my car as N by error, cannot correct so they say. Due to their mistake they try to increase my insurance by 3 times more. Then get upset when I cancel my policy expecting me to pay an exit fee. Who wants or needs rubbish such as these jokers”
“I tried to add my daughter to my policy for two weeks whilst she's home for Christmas - apparently there's no facility to do that and they wanted to charge me an extra 576 for a whole year.
Hopeless”
“made a claim back in august and everything went well.Claim finished september paid out and that was that as far as I was concerned,When out of the blue they contacted me to arrange to pick up my car ???? on contacting them they now want the bulk of the payout back cannot get an explaination for this I will never use this company again”
“Beware: A Nightmare Experience with Esure”
I took out an insurance policy with Esure via a comparison site on October 7, choosing them based on cost. Shortly after, they emailed me asking for documents to confirm my details—but these emails went straight to my spam folder. By the time I checked, my policy had been abruptly cancelled on October 23 (just 16 days later) without any direct notification. They only refunded £371.53 out of the £414.56 I paid.
When I reached out to resolve this and requested they remove the damaging “policy cancelled” mark from my record, they asked me to send in the required documents, which I promptly did. Despite my cooperation, they replied that they still wouldn’t remove the mark due to an alleged “failure to disclose” an SP30 offense—not even mine but from a named driver on the policy. I’m fairly certain I included this detail when signing up, but even if I had missed a box on the lengthy online form, it was an honest mistake. Why would I send them the DVLA summary showing the SP30 if I wanted to “non-disclose”? When I mentioned taking the issue to the ombudsman, their story suddenly changed—they updated the record from “documents not provided” to a “non-disclosure of penalty,” making it clear they were determined to label me negatively regardless of the context.
If you value transparency, customer support, and common sense, I strongly recommend staying away from Esure and its sister brands: Sheila’s Wheels, First Alternative Insurance, and Esure Flex. This experience was frustrating, financially unfair, and shows their unwillingness to support customers in even minor, honest oversights.”
