“Following an accident where my car was parked (I was not present) and therefore 100% non fault.
Communication almost not existent from Esure. Albany Assistance however (car hire provider) kept me completely informed every step
Of the way including when their bill was settled, some 4 weeks before Esure advised me that their claim was settled, despite me telephoning them to query this only for them to be very defensive. I followed this up with an email to the lady dealing with my claim only to be completely ignored with no response.
Both my car and home are insured with Esure, both of which will be renewed elsewhere. I will not return to Esure and would not recommend them to anyone else.”
“Following an accident where my car was parked (I was not present) and therefore 100% non fault.
Communication almost not existent from Esure. Albany Assistance however (car hire provider) kept me completely informed every step
Of the way including when their bill was settled, some 4 weeks before Esure advised me that their claim was settled, despite me telephoning them to query this only for them to be very defensive. I followed this up with an email to the lady dealing with my claim only to be completely ignored with no response.
Both my car and home are insured with Esure, both of which will be renewed elsewhere. I will not return to Esure and would not recommend them to anyone else.”
“Waiting on the phone for over twenty minutes before giving up.I needed to make an amendment. I bet if I was purchasing It would have been answered straight away.
Twenty minutes I will never get back!!!!”
“i had accident and all went smoothe then when i got car back my cord on the bonnett pull was broken ive spent 10 hours on the phone today and nothing got sorted pure lies and more lies ill never use this crap insurance again and id advice anyone the same thing STAY AWAY FROM ESURE”
“Offer on my new car ,after having it written off by other driven ,a joke ,
They delay there process as long as poss ,hoping your swallow there offer
Shame on them , go with another company that states old for new ,forget esure and there other companies that work behind them.”
“Cancelled my policy well over 1 month ago now. On initial cancellation I was told I would receive my no claims information by email within 1 week. I never received this! I've since called up a number of times, each time being on hold for a minimum of 10 minutes, and have been told I would be sent it that day to my email. I did not receive it any of these times. As we speak I am waiting on hold 15 minutes and counting. It's not hard to send an email these days so I can not see why it is taking so many tries. Fingers crossed this will be the last time, but judging the performance so far I would guess not.”
“Six months after I made my claim I am still waiting for it to be resolved. I have been out of pocket since this date and when I inquired as to the progress I was lied to by the operative and told that they hadn't been able to find the other party. This was contrary to the fact that I had been to the Police who had provided them with the details at the start and 2 months ago Esure had told me that they had passed my claim to Irwin Mitchell solicitors.
This delay will inevitably affect my ability to source authentic car insurance when my renewal is due. Esure are nothing but liars and cheats. A One star rating is one star more than they deserve. Do not use esure.”
“One star is too many but you have to put 1!! Dont have a car acident as you end up doing there work for them - hears how it goes, (short version)
1 Report claim to esure - then they tell you the hire car company and repair company with call you to arrange
2. Repair company (KC) send you a text to call, you call and get an answer phone message and leave a message, they send you another text to say give them a call, you call and get an answer phone message and you leave a message again, they then send you a text.... (your getting the picture round in circles) eventually you speak to some one and arrange for your car to be booked in (booked in..huray)
3. you dont hear anything from those wonderful people at Kindertons, (ring up KC and cancel because you dont have a car except you get into the circle again of messages, text messages etc etc) you then chase Esure to chase Kindertons, Esure then chase Kindertons and confirm your contact no, Kindertons then leave a message on the wrong phone number (home rather than mobile) and the circle continues
4. you then speak to Kinddertons who want you to explian about your acident again! you ask why do i have to explain this again to you when you are not my insurance comapany and a hire car company? surley Esure should provide this has they have agreed to the claim! they then say book your car in again with the rapairer becuase we cant organise a car until you do so, but you will need 3 peices of information before a car will be handed over (photo ID FAIRENOUGH, Utility bill for proof of address, FAIRENOUGH, F5 document for the car going in for repair WHAT! what does this have to do with hiring a car i say? answer wait for it - to prove you are the owner of the car, are your joking!!!!! Esure you did tell them i am insured didnt you....
5 enough! why am i doing the work hear? i pay Esure to provide me with a service and i have to do there work.....
How do we improve this....hmmmm lets think what will be best for the customer?
SIMPLE SOLUTION ESURE - i ring to report a claim, you say sorry to hear about that, leave it with us and i will book your car in and arrange a hire car what dates would be conveient?
call back with confirmation that car and hire car will be delivered on X date and what documents will be needed to hand over the hire car as we have all the other details including that you are the registarted keeper of the car which is insured....
simple good customer service - easy really.....”
“Diabolical "service". Have tried 3 times to get through to Esure on the 'phone. Each time I've been left listening to a recording saying they're extremely busy but will answer the call as soon as possible. Total time spent on phone calls now 45 minutes and rising!!”
“Absolutely horrendous company sneaky and sly. It's OK getting a cheap premium but when the worst happens they don't care what so ever and if you want use another garage instead if there poorly rated garage were they cut corners you have no chance. Left us without a car and we payed nearly an extra £1000 on top of our premium because we took it to our preferred garage. Please please DO NOT USE ESURE.”
“Beware of Esure. They have told me there is nothing they can do about my car that was having bodywork repairs by their nominated repairer Grover Accident Repairs when it suffered a timing chain
Slip/jump, rendering my car needing a new engine at 47,000 miles.”
“Contacting Esure customer service is like a miracle! I'm very disappointed! I sold a car and I could not cancel my policy for 2 days because I could not reach any advisor ! It is ridiculous! Listening for that annoying music! Overall I spent around 6 h of waiting on hold !!! They charge for cancelling policy but they do not want to send proof of cost for cancelling so they do not do money refunds ! There is call back service up to 2h ... Yeah you can wait forever, but you will not receive a call back... POOR SERVICE”
“Was hit by a stolen car, no contact from esure nor are they interested in pushing for the car to be delivered to the repair company, take our money but when your a victim and relying on your insurance company, I can safely say I have no faith, I wish I hadn't bother and sorted it myself.”
