“Had a claim some 2 years ago and I have just received repayment of the excess, original estimate 4 months. I had been assured that the loading on my premium would also be refunded but this has not been mentioned. Spoke to Esure and told it would be passed to the underwriters to consider. Competitive premiums and ok provided you don't make a claim! Now insured through a different company.”
“Make sure you read those terms and condition people. I week of my insurance policy to run before renewal, I need to update my address. Policy Premium goes up £2.83 yet £26 to change the poorly! Zero flexibility. Will I renew my insurance???? I think not”
“Appalling service. Misquoted me after 35 minutes spent clarifying the terms of the insurance I required. When I rang back days later (after 40 minutes waiting in a queue) to take out the policy with my quote reference number they said they can't cover me due to me doing Amazon Flex (which has its own insurance policy to cover drivers during deliveries). Despite clarifying this numerous times during my initial call (for which I got the quote reference), they misquoted me.
I'm furious. Spent 1hr 1/2 on the phone for NOTHING. Appalling service from people who clearly have no clue what they're doing. AVOID”
“Avoid!!! I missed one payment and they cancelled my insurance without telling me! 2 weeks later after driving around with no insurance they inform me that have cancelled it.
I phone them up and paid my payment I had missed. And it was left as that. Cancelled!
Few weeks later I have debt collection letters saying I owe them £105 because I cancelled the contract early!!!
Absolute joke!!!”
“Awful customer service. I tried to change my address less than a week into my policy and told I couldn't as no proof of address was provided to my original address. I live with parents, so the only proof of address I had was driving licence which they wouldn't accept as it had to be a utility bill, which I obviously don't have. We were moving house at the time too. So they advised let it cancel then take out a new policy. Which I did and the new policy was then cancelled as "they had previously cancelled a policy" I phoned up to try and explain and they weren't interested... Both times I was also charged an "admin fee" for the cancellation. I was advised against using Esure by a few people but gave them the benefit of the doubt as they were competitively priced. Thought I'd be safer with a bigger company. I was wrong. I suppose like most places, if you get insurance then never have to change anything or claim they are probably fine... And I guess that's where all the 5* ratings below came from. But don't expect them to be helpful when you need them most. I certainly wouldn't be confident that they would be helpful if I'd have had an accident.”
“I suffered a bereavement last year and had to move areas, I rang esure yesterday and told them of change of address, because I suffered a bereavement I would be charged £25 for admin fee.
The heartless management were more interested in the money than in real life tragedy that befell their customer aka money making machine.
THE MANAGEMENT DOESN'T CARE ABOUT US, ITS ALL ABOUT THE MONEY, DISGUSTING I WILL NOT BE RENEWING MY POLICY IN JULY.
if the management is interested at all, I miss my baby everyday and my hear is broken.”
“Shockingly poor service, after our son was involved in a very minor impact esure weren't interest and rolled over pleasing the blame on our son and not discussing the incident. Rude staff and very poor service. Dont really care attitude. STAY WELL CLEAR!!!!”
“Truly shocking service. Been with them for years. Two claims over five years, then they refuse to insure me again.
In the meantime, they don't stop cross selling you home insurance, jeez.”
“I had comprehensive car insurance with esure for about 2 years, last year somebody made a claim against me, after that he never called or presented any evidence to support the "claim". 11 lmonth's later esure told me that they still did not have any contact/evidence from whoever made that claim, yet they still told me that i have a "outstanding claim" that could affect my No Claim Bonus Discount. Even worse, after many, many phone calls, email, letters i was told that "the claim was no more" but when i ask for proof of my NCD, on the letter/email, it says that i still have a outstandig claim against me, even if the "claims department" says that they "deleted" that. In the end i moved to a different car insurance. PS: I would give 0(zero) stars for esure if that was possible!”
“I had an accident. Other party were with Esure too. Claim was settled very quickly 50:50 even though I was not at fault and had photos, witness etc. Ombudsman involved and 2.5 years later they get their lawyers to look at it which is what they should have done at the outset. Lawyers decide I was not at fault. That is after the other side has made a personal injury claim against me which no doubt has been settled. Shocking customer service.”
“I wouldn't want to rate this as a 1 star. This is such a poor customer service. As I was wanting to make a claim I was asked silly questions which were unnecessary such as private and confidential documents where I can't have any access to as it has nothing to do with me. It's just ridiculous to even apply for a claim in this”
“They cancelled my insurance without contact before and i had to pay them extra fine because i checked few addresses because i was going to move to another house and it was important for me to know how much will i pay.”
“Avoid this company paid last year £330, they send me a renewal letter with £600.
When I call to don't renew the adviser Pipa turn off the call, poor costumer services.”
“Yes I agree with the previous reviewer - in my wife's case they sent her a renewal for £900 when the previous year it was £400. On contacting Direct Line we obtained insurance fir £230 ! (and on checking the less favourable reviews on 'Trustpilot' it seems esure do this financial trick with other customers). Direct Line Great. Esure cannot be trusted.”
“Would give 0 stars if I could bunch of con artists, cancel my policy twice with no reason then lock my account so I cant change vehicle then to top it off tell me they're canceling my policy cause they're is an error with the account! STAY WELL AWAY FROM THIS INSURANCE COMPANY!”
“They are not contactable over the weekend so make sure you only have an accident Monday to Friday! They Couldn't provide a hire car for 48 hours and the courtesy car provided by the repairer will be a 3 door nissan micra not the same size as the car you have. The staff on the phone are totally unhelpful and unsympathetic. I will never use esure again and would advise anyone to avoid them too. Insurers are only as good as the support they give you when you need them. A lesson learnt!”
“Phoned a couple of times to ask them.to change my email address but they failed to do this, they dont take the payments when it is due and then make out it's the banks fault and then they send a letter out to say they want the full amount. Not a very good company”
“Shocking car insurance company took payment from my bank account then cancelled my insurance 2 days later and didn't inform me for 6 days! 6 days of driving with NO insurance then when I phoned to complain they have no complaints department and no manager to speak to will never use esure again customer service is shocking!!”
