“CHARGED A £25 CANCELLATION FEE DURING THE COOLING OFF PERIOD. I was given a better offer so cancelled the day after purchasing the policy and 15 days before the start of the actual cover. Of course it is in the small print but this renders the point of the cooling off period useless surely?! Doing this has actively made me decide that I will now never use Esure for any policy in the future and will recommend to everyone that they be avoided. Money grabbing sods.”
“Please read this before choosing this horrendous, unprofessional and careless car insurance company. Recently we had a car drive into the back of our car at a stop sign writing off my car and causing us injuries, non-fault accident. At the scene of the accident I took photos and phone esure claims department. The lady I spoke to sounded like she had just woken up, couldn’t be bothered to be on the phone and I was a burden to her. I was panicked, worried and didn’t know what to do whilst I was checking in with my partner who was being seen by the ambulance service as he also has a underlying health condition (12 lots of brain surgeries so far) the lady on the phone kept saying I can’t hear you, I explained I’m on the side of a busy road, trying to sort out the issue. I had to send pictures of my car via a text sent to me at the side of the road before they could recover the vehicle and prove it couldn’t be driven! The least of my worries, but I did it as that’s what I was told to. She advised that RAC would take us and the vehicle back to my home address 35 miles away as it was also a business vehicle with all our belongings in. I get a phone call from a local recovery company (RAC subcontracted) to explain they are collecting the car to drop to their depot. I explain it should be taken to my home address with us, where she confirmed it was not allowed and her license was at risk. 3 phone calls at the side of the road to esure I explain this (1.5hrs) on the phone to be told they are sorting it and etc! Still no news bearing in mind the accident happened at 10:15am and we were still at the side of the road with injuries at 2:30pm we still got nowhere I decided to speak to a team leader. I explained what I was told and even explained that the claims lady had to ask a team leader weather the car could be taken with us home and was told YES! The team leader explained this was not said (she has since listen to the call and confirmed it was told to me!) to be told that we had to get a taxi back home 35 miles with our injuries and no sympathy what so ever especially this wasn’t a fault accident and the third party’s! To top this off I was told I had a £250 excess, until I questioned this wasn’t my fault to be told oh yes no access to pay! I’ve lost absolutely all confidence in this Company that I’m now dealing with the other parties insurance company as they have been so helpful, raised a formal complaint which is still with them but will go onto the ombudsman service as we were treated with no empathy, care or fairly for a accident not at our fault as especially with my injured partner who has medical issues to be left at the side of the road for 4 hours to be told get a taxi home!
Esure made a already very traumatic, stressful situation even more stressful and I came away feeling hurt, that they were not there for us and did absolutely nothing to help us as a paying Esure car insurance customer with a non-fault accident. God forbid if it was a fault accident how would they treated us then! I have asked for all notes, phone calls and etc relating to this accident to be sent to me under the subject access request so I can take this further and stop this from happening to anyone else. The road we had the accident on was a busy 60mph road and we had to make our way to a small village to get help and get someone to get us to take us home. To top it off I had to then get to the depot our crashed car was at to offload everything from this with my injuries as they didn’t do what they promised! Cheers Esure you truly are a shambles of a company who leaves there customers at the road side with no help and a array of stressful phone calls and lies!!
DO NOT GO WITH THIS COMPANY PLEASE! YOU WILL BE TAKEN AS A COMPLETE MUG AND LAUGHED AT ALL THE WAY!
THIS IS JUST THE START TO MY LEGAL BATTLE WITH THESE INCONSIDERATE COMPANY AND MY POLICY WILL BE CANCELLED ONCE THIS CLAIM HAS BEEN SETTLED!
YOU’ VE BEEN WARNED!
** ESURE CUSTOMER SERVICE DON’T FEED ME WITH SO SORRY COMMENTS OR ANYTHING SIMILAR ON YOUR REPLY AS YOU HAVE MY COMPLAINT CURRENTLY AND I WILL NOT BE FOBBED OFF OR ALLOW YOU TO DO THIS TO OTHERS **”
“Avoid this car insurance provider at all costs! Reported an accident where I was not at fault. Car was written off as CAT B no longer road worthy. E-sure heavily underestimated the value of the car. Did not keep me informed of the status of the claim. Did not send the full payout as promised in the final evaluation. Refused to refund the remaining months of my insurance even after they suspended it and I no longer have access to the vehicle. Absolute car crash of a service!”
“My car broke down and I had to get it repaired it was going to take a long time, I picked the “courtesy car” option and I have proof on my policy only to be told that I’m not entitled to it, I had a child in the car and I had to walk miles and miles back home embarrassed and feeling really betrayed by the very company that I put my trust in.”
“I was involved in an accident and made a claim with esure. I am still waiting 7 days after my car was recovered to get a courtesy car even though my policy has the car hire cover. I ma being passed back and forth between esure and the repairing garage. I was promised a car yesterday after spending over half an hour on the phone and was told would get one between 1 and 4pm today, So i have waited all day with no contact from either Esure or the garage. I finally decided to call and was told i wouldn't be getting any car till the next day. All in all, I am very disappointed, wasted a whole week waiting for a replacement car that never came. I have used many other insurance companies and have made other claims, this is by far the worst experience I have had. At a time when a pandemic is raging and everyone is avoiding public transportation. Myself and my family have been sat at home with no recourse to any means of transportation. Well done Esure.”
“A great deal was offered by Confused. The link to buy, after I'd added extras, took me to Esure & to the basis starting price - so I had to re-load all the extras. It cost £20 more than Confused said it work. Also, unable to unsubscribe from Esure's constant emails.”
“One of the reasons I went with them was the provision of a courtesy car while mine was being fixed. My car was damaged (not my fault) last week. It took 5 working days for them to decide to fix it at all and then a further few days for parts to come onsite. I understand these things take time yet I was not provided a courtesy car until after my car was on site with them. This was more than 11 days (two weekends) since I first contacted them. To add to this, Covid-19 is still a thing, I am a key worker and people are being encouraged to not use public transport.”
“I have been with them 5 years. Car insurance.
No claims, accident nothing. I have notice from year 1 to 2 there was decrease in price. form yer 2 top 3 as well, but then 3 years i wasn't looking as it was on automatic renew and i have notice premium went up, and it is significant amount of money.
enough tell i have been quoted less than half with other insurance company.
So not recommended at all. They not Honest company treating customers like stupid cows.
Hope they will go down asap”
“I was due to get 11 years NCB when my partner was involved in a very minor accident. When I renewed I was told that I only had 3 years NCB because of this claim. I phoned them and asked why I'd lost so much of my bonus. The young woman was trying to be polite but I could hear people in the background giggling. I asked for a complaint form. I was told a manager would call me back soon to discuss this. That never happened. I'm still not finished with esure regarding my NCB , I wrote this review to let people know to avoid this company at all costs.”
“Doesnt deserve the 1 star. They told me my renewal was a month later so they could ask for 2nd deposit once they had cancelled it. Disgusting service”
“Previously I would have rated this company a 5 Star. However, it is not until you actually get to see them in action you can really write a true review. It is true they are cheap but then there is a reason for this.
- Customer services sent me an email saying they had been trying to phone me. However, on the day in question I was home all day and no one from the company had phoned.
- Customers services are extremely poor they never keep you informed or updated with progress. (not acceptable service)
- I complained that they fail to obtain sufficient evidence and understanding to investigate an accident thoroughly they seemed to have a set protocol they follow. (no one from this company came back to me regarding this)
- I provided these people very detailed information and not once did anyone from this company come back to me (not acceptable)
- Customer services advised me they have a policy of a 50% blame for any accident on an island regardless of who was at fault . (even when it is impossible for a rear tyre to impact the front of another vehicle unless that car is traveling sideways)
- I was quite horrified that they had no interest in the fact that the other driver failed to stop at the scene of an accident and I had to turn around and follow the car to get their details.”
“Worst customer service. I don’t thank they have people working as you only get templates emails. I had an incident in France and I was told that it was my fault even someone else hit my lost my no claim next year Insurance was doubled and there is no one who would listen to your complaint. The staff working for claims and complain would not listen but would they you to go to Financial Ombudsman Service.
disgraceful please please don’t use them.”
“Worst company customer service zero. I don’t think they customer service team as you always get a template copy and paste email. Please do not be conned by them especially when you are hit by someone else they will make you at fault. I was hit by car in France and the impact was so little that you can barely see a scratch on my car three months later I was told by Esure that my claim has been settled where I never claimed and I was declared to be at fault. Lost my no claim and my next year Insurance Was doubled. The claim team and the complaints team are horrible to deal with as they would say you can go to financial Ombudsman Service.”
“Absolutely devastated! Last month via help chat I updated my details which was supposed to lower my insurance this month but in stead not only did the price not get reduced, they have double charged me on direct debit. Note I can’t contact the support team. No answer no nothing. Esure car insurance”
“I called Esure to speak to them about cancelling a car insurance policy. There is no one to speak to due to COVID and once they read out the message, the phone gets cut off. There is no way of communicating with them. This morning I managed to get on to the online Chat function and at 11:40am I was caller number 356 in the queue. At 2:25, the Esure system was telling me i was caller number 1 in the queue and this is what the system has been displaying for the last half an hour. Finally Esure cut me off. How does one get in touch with this company to get any info? It is a disgrace if one has to wait until the COVID issue is up. This is another way of this company ripping people off and not giving access to deal with the complaints of customers.”
“Absolutely disgusting service. Wasn’t bothered about listening to customers thoughts and feelings, just kept threatening saying they would write a minor claim down as fully my fault basically messing future insurance up for me - when I was trying to provide evidence for the incident where the other driver was fully at fault and he wasn’t bothered. I had cctv evidence and because it’s not normal that I didn’t get photos due to not carrying a mobile phone around with me he said the cctv is invalid and he was terminated the phonecall. Waste of time this insurance company!!! Look into the fine print as you basically get insured for absolutely nothing. Generally useless. Excesses for everything. Might be “cheap” but that’s because you’re paying for nothing. Literally. Don’t waste your time with them. Absolutely discusting customer service from all departments.”
“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”
