“1st call on the 9th Jan 18: Phone up to find out about my policy premium increase for our renewal by 32%, when discuss with an advisor he told me that the price have gone up due to government tax, which I correct to inform him this is from 10% to 12% which is 2% increase not 32% then he goes on to say he can’t help on premium unless I get something better online and call back (what a waste of time), but least he was following the company rules, lively person to speak with and clear.
2nd call on the 9th Jan 18: Called again and got through to the renewal cancellation team 10 mins before they close just to be told that he was struggling to find our policy and then at 8pm on the dot hung up the phone to go home, which was very clear.
3rd call, tried again straight after that last call (frustrated) and got through to a out of hours advisor who just said it was 8pm and it is their home time so can understand that he gone home and hung up “nonsense” that’s not the way you treat paying customers. All this advisor was saying is that I can give you the number to call them back tomorrow, which I had anyway, No apology for the other person hanging up or behaviour. I would want to work for a company like that.
No wonder the review one Esure are so bad with advisors acting this way, we will be placing our business elsewhere moving forward.
Get a 2 star due to have had good service in the passed, what changed in the last year with them, who knows?”
“I an.m well satisfied up till now. However, the proof will be in the eating if ever I need to make a claim. My previous broker (A-Plan) tried to put me off switching to the cheaper esure provider with scare stories of others' bad experiences with esure. I was having none of it and intend to review my position as & when.”
“I rang eSure this morning to take out a car insurance policy after receiving an online quote which was almost £120 cheaper (annual price).
My call was answered by a gentleman who identified himself as "Matthew" from "Operations."
Matthew appeared to be having a bad day and there was nothing unfriendly in his tone and he sounded quite standoff-ish with no please and thank you- basic customer service skills Matthew!
I didn't have the quote reference number to hand and Matthew seemed reluctant to do his job and track my quote. Eventually he agreed and traced my quote within seconds (!) and asked me for the quote price to the penny- if I had that information then why would I not have saved Matthew and myself the trouble and given him my quote reference number?!!?!
I then asked to speak to his Supervisor and he disappeared for a few minutes... Probably just left me on hold and listened to me breathing!!
He then came back after several minutes to advise there were no Supervisors on the floor and that someone would call back within four days! What Matthew failed to understand is that my car insurance was due in several days and as a paying customer- I don't want to wait 4 days for a call back! Working in a Governance Dept. I would like to advise eSure (for free!) it is poor practice to make a customer wait 4 days to make a complaint!!
Anyhow, eSure, if you would like to listen to the call, I made it this morning (09/01/18) at approximately 11:00hrs.
you'll be unhappy to know I am staying with my current insurance company who are dearer than you, BUT, offer a much more happier and friendlier customer service and I'd be happy to pay them more rather than give you my hard earned money.
Have a good day.”
“Worst experience in 10 years of driving. Bought insurance, sent them No Claim Discount at least 3 times through different email address, they couldn't receive it. They cancelled my insurance and charged fees. I called customer services and explained, they can't be bothered to look at email history and check, he was more than happy to let me (customer) go.”
“A disorganized company, the employees of which are unable to pay close attention to detail to documents provided, leading to an inaccurate and overpriced policy. I would have forgiven this, if the problem was rectified however it still is not due to the fact that they have a huge backlog of unanswered emails. I cleared up my issue over the phone but it seems no action was in fact taken therefore email correspondence is all I can rely on in order to leave a trail of evidence.”
“Car insurance isn't about brand loyalty: it's about good service and effective cover at the best possible price. When I took out my policy with esure, the company fulfilled my requirements: I don't need razzmatazz, I just want to be able to get on with my life, knowing that my legal requirements are covered.”
“this company will attempt to fleece you at renewal. I have just had a renewal with a 52% increase on a home buildings insurance. I have maximum no claims as I have not made a claim in 20 years with any insurance company. Got a better quote and improved policy at a cheaper price that I was quoted for last year. Win Win when you look around.”
