Esure Reviews

Name: Esure
Rating: 3.41

3.4 Rating 1,916 Reviews

61 %

of reviewers recommend Esure

Company Reviews

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Metrics

3.4

Based on 1,916 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.3 out of 5
Returns & Refunds
Refunds Process	Difficult

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Esure 1 star review on 25th December 2024

Anonymous

Esure 1 star review on 16th September 2024

Paula

John Aitchison

Esure 1 star review on 26th January 2024

Vytas

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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.”

Helpful Report

Posted 5 years ago

“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.”

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Posted 5 years ago

“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.”

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Posted 5 years ago

“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.”

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Posted 5 years ago

“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”

Helpful Report

Posted 5 years ago

“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.”

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Posted 5 years ago

“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”

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Posted 5 years ago

“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.”

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Posted 5 years ago

“1st year very good but when renewal come did want to know at all.”

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Posted 5 years ago

“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.”

Helpful Report

Posted 5 years ago

“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.”

Helpful Report

Posted 5 years ago

“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”

Helpful Report

Posted 5 years ago

“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.”

Helpful Report

Posted 5 years ago

“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.”

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Posted 5 years ago

“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.”

Helpful Report

Posted 5 years ago

“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”

Helpful Report

Posted 5 years ago

“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”

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Posted 5 years ago

“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!!!”

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Posted 5 years ago

“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.”

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Posted 5 years ago

“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.”

Helpful Report

Posted 5 years ago

Esure is rated 3.4 based on 1,916 reviews