Esure Reviews

Name: Esure
Rating: 3.41

3.4 Rating 1,916 Reviews

61 %

of reviewers recommend Esure

Company Reviews

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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

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“They say you can’t really rate an insurance company until you make a claim and isn’t that the truth! The customer service at Esure is non existent, the staff are clueless and the entire claims process is negligent. My car was written off a year ago and they still haven’t assigned fault & have repeatedly failed to respond to my formal complaints (that’s complaints not complaint, as during the past 12 months there have been multiple). I can honestly say there’s not another company that have caused me so much anxiety, stress and tears. They are ruthless, unscrupulous and in my opinion should be banned from trading.”

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Posted 1 year ago

“Twice I've had to phone this company (Saturday and today) in the 3 years I've been with them and I am appalled. Due to customer service they don't even deserve the 1 star I have given. Poor advice given by an agent Saturday who told me to cancel my insurance with them then take out new cover (only to discover this is not an option due to maintenance at the moment) he refused to re-instate and took no responsibility for giving me this advice. Then today when explaining to another staff member what had happened and how I've had no documents to prove it's been cancelled she was down right rude, when I told her I wanted to speak to her manager she point blank refused and began accusing me of shouting at her. when I asked the woman to slow down when spelling her name and when on loud speaker myself and 3 other people couldn't catch the whole spelling of her name due to her spelling it so fast, she then began shouting at me and constantly cutting me off when I was trying to talk to her. Abruptly then saying one letter every time I tried to speak! I will never recommend this company to anyone and glad to have found (cheaper) cover with Ageas, and their customer service after 1 day already tops Esure!”

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Posted 1 year ago

“"Great price easy to use website no issues at all and hope to use again at renewal"”

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(Home Insurance) - Posted 1 year ago

“I have tried every number available to speak to a person about a problem, chat site hasn't helped/understood, so now not sure where to go!!”

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Posted 1 year ago

“"Only went with esure because of the price but their telephone service is abysmal, hold you on the phone for hours with the usual excuse that their lines are unusually busy at the moment. Their website does not allow you to give basic questions and their chat line could not answer most of my questions and kept telling me to contact them by phone. I am retired and I was able to phone at all times of the day and night without much success so how a working person would be able to contact them I do not know."”

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(Car Insurance) - Posted 1 year ago

“Appalling customer service, unable to get through on telephone, Emails take forever and when they do reply they are not true to their word. My 82 year old mum is still waiting for a “goodwill” £50 cheque. Initially £25.00 but never received? Now been 29 working days and still not received. Avoid using this company!!!”

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Posted 1 year ago

“Car stolen 5 months ago and still waiting for esure to pay out. Customer service is a joke, never had a callback and have had to contact the Ombudsman to resolve. Avoid at all costs”

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Posted 1 year ago

“"unfortunately a very difficult website for us, the elderly to navigate. Very difficult chatbot and telephone calls are answered by very limited answering tape "”

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(Home Insurance) - Posted 1 year ago

“Went a whole week without insurance. Indemnity letter was meaningless. Straight up liars.”

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Posted 1 year ago

“Doesn’t even deserve a star disgusting No communication 12 months since our accident and can’t speak to any one Avoid !!!!!”

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Posted 1 year ago

“Been a customer for a few years but had to cancel my latest policy as I sold the car. They confirmed cancellation and advised they would refund me the remaining amount (paid for the full year in advance) minus the admin fee which was absolutely fine. One month later I am yet to receive my refund. The customer services are incompetent and rude. So far I have spent hours on the phone and live chats trying to get some sort of resolution. I have been on hold for 40+ mins multiple times only to be hung up on in the end. This is a shocking service, it is not a complicated matter to resolve. I cannot even imagine if I had to contact this lot about a claim. Absolute mess, I will be taking this further. Please avoid this dodgy company at all costs!!!”

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Posted 1 year ago

“Do not use this company.”

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Posted 1 year ago

“I had home insurance frown Esure which was really good as I took out their home emergency cover and they were very prompt in resolving all my issues including a blocked drain.”

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Posted 1 year ago

“100% renewal increase this year .No thanks I’ll shop elsewhere . Ask for a requote and was told it’s the best price !”

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Posted 1 year ago

“Dreadful company. Do not trust this company! Renewed automatically whilst I was ill, put my insurance up by 2/3 and tied me into a 12 month insurance contract, by the time i was well enough to call them it was too late. Without any circumstances changes or claims they Put my insurance up from £56per month to £156 per month without any justification. Also The customer service team when you call in are the most rude unprofessional people imaginable. Honestly do yourself a favour and get insurance elsewhere.”

Helpful Report

Posted 1 year ago

“You will never get through on the phone and the emails ignored ,go elsewhere”

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Posted 1 year ago

“They were competitive but OMG they are totally unable to contact regarding a change to my travel insurance so just gave up and went to a more reputable company. Rang twice (as on line chat does not allow changes on line) and waited an hour each time before I gave up. Go somewhere else”

Helpful Report

Posted 1 year ago

“Terrible customer service, 1+ hour phone wait, will never use again”

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Posted 1 year ago

“Absolute joke from start to finish. Car was stolen from outside my house- arguably, that wasn’t the most stressful thing to have happened- dealing with ESure was. Waited over an hour on hold, finally got through to someone who took all the details and booked in a call with the theft department for 9:30-10:30 the following morning and I was told a call from Enterprise for the courtesy car would follow ‘any time now’. This was at 9am. By 3pm, I hadn’t heard from Enterprise so gave them a call directly as I was without a car. They hadn’t received the referral. Spent another hour and a half on hold to ESure who said they had not sent the referral properly but would do it now. Raced to get a car from Enterprise after waiting around all day, just before closing. The following morning arrives and 10:30am comes and goes and there is no call from the Theft Department. Spent another 90 mins on hold only to be told that they were unsure as to why I didn’t get a call but the only option would be to book it in for the following day at 11am. After much arguing, I reluctantly agreed and went about my day, only after having to repeat all the information I had previously given as it hadn’t been recorded . 4pm the same day arrives and I receive a call from an agitated member of the theft department demanding to know why I hadn’t answered my phone for the call at 4pm. When I explained it was actually booked for 9:30 that morning she said they don’t take calls then and I was mistaken. I forwarded her the confirmation email and she didn’t apologise, just said she’d ’pass it on’. We conducted the interview (where I was made to feel like a criminal) and then I forwarded the documents on that evening. Over 2 days I’d spent well over 6 hours on the phone to ESure. We were told that once the documents had been sent over, it would be approx 4 weeks for a settlement to be agreed. Car hire is only for a max 21 days (told absolutely no chance of extending) so is virtually useless in that regard! Chased them after sending documents over (knowing how useless they are) and was told that they hadn’t received any. 5 attempts later, still received nothing. Not sure a generic email inbox is the best way to deal with thousands of claims and personal documents. Contacted them daily through the live chat function (actually pretty good and much better than waiting on hold for hours on end). We were given countless contradictions and vague responses, asked to provide pictures of the damage to the car when it had been stolen, not damaged. We were told the contents email we had provided three times could not be found and that they would not be contacting us about a settlement claim as they were waiting to see if the car had been recovered- the police had closed the case! Nobody was looking for the car so it wasn’t likely to be recovered. It appears they were sticking an arbitrary time frame on it just to stall the pay out process! After I’d had enough, I emailed every member of the senior leadership team and got a relatively prompt response from the CEO of Claims who put me in touch with Donna. She agreed to extend my car hire and chased the claims department and was the one good cog in a failing machine. It’s now the 30th January and they have just offered their final settlement- nearly £3000 less than market value. We are now going via the Ombudsman and will be contacting BBC Watchdog as their processes are so poor and we know we’re not the only customers to have had issues. If you can afford to go with a more reputable brand, I really do urge you to do so.”

Helpful Report

Posted 1 year ago

“Awful chat service. Had 3 different people just sign off chat mid query handling. Nightmare calling. When did speak to a person after waiting for hour, she said would transfer but cut line. On line site not working so can’t change policy or cancel auto renewal nor update payment option. It just says can’t do it and to contact them! My worst insurance experience in 30 years”

Helpful Report

Posted 1 year ago

Esure is rated 3.4 based on 1,916 reviews