“Terrible company, my car has been sat at a repair garage for 4 weeks so far waiting for esure to authorise the repairs. Customer service is shocking ,keep stalling , they have no clue what they are doing , complaints are ignored. Absolutely useless! Avoid !”
“Was sent a renewal quote. Decided not to accept. Went on Live Help twice to confirm cancellation of renewal policy. Have emailed Esure repeatedly because they still try to take payments and send me emails asking me to update bank details.
Have emailed a complaint and had no response.
Today had a letter in the post threatening that my credit score will be affected and they could refer me to a debt collection agency.
I informed them in plenty of time that I would NOT be renewing my house insurance with them this year.
They are impossible to talk to, 15 mins in a queue and they hang up.
This company has been extremely stressful to deal with and in about 4 weeks if I still have no response to my complaint I will be going straight to the Financial Ombudsman.”
“This is the worst insurance company
This is the worst insurance company This is the worst insurance company. At first everything looked great, they offered not bad price and got everything done quickly. When my wife got her license half a year later, they doubled the insurance. 1000 pounds turned into 2000 thousand. Soon, unfortunately, my wife got into an accident due to the fault of another driver who did not let her pass when she was driving on the main road with a green light. We provided evidence from dash cam. The video shows the opponent's fault. At the moment (21.02.23), 5 months have passed since the accident, there is still no result. It's time for me to renew the insurance on my work car, but since there is an open case, my insurance has increased by £1000, and I wasn’t even driving the car that was involved in the accident. In a month, I need to renew the insurance for a car that was in an accident; the price will be increased again, since there is no solution to the accident. This is some kind of robbery, the insurance company is deliberately delaying even the most obvious consideration of the case with video evidence in order to increase payments. I work 18 hours, I barely have enough money for my family, I spent many years of savings on an old car(2012) to make it easier for my wife to take care of the children. But the insurance company forces me to work 24 hours a day just to pay them, and they will sit for years looking at obvious accidents without victims. On my only day off I tried to contact the company (1pm) and find out when there would be a decision on our case, I waited on the phone for 40 minutes, then I started writing in the chat and wasted 6 hours on numerous correspondence in vain. There is not one email address on the site where you can write a complaint. Each staff will transfer you to some other department, and then they will tell you that their working hours are over, write to us tomorrow. I need to take a month off to get through to the right department. I strongly recommend that you avoid this company, you won’t find a simpler case than ours, but they are still delaying the decision in order to rip off as much as possible from you, and also other companies will screw you if you have more than one car in the family. This is a conspiracy to rip off all drivers. 22/02/2024 We can’t get through on the phone, every time we connect to the claims department, they hang up on the phone. Our unfinished business is displayed in the system as Our fault, but this is 100% not true. In the chats I was told that the case is still under consideration and no decision has been made.”
“For elderly and those who cannot operate smart phone, don’t even bother to take insurance out at esure even if it is the cheapest, because when you make a claim, it will be worst time of your life, chatbot is waste of time, no phone numbers, claim takes around 4 hours to make, procedure for repair does not start until third party accept responsibility even if it is not your fault and have full comp ins.”
“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.”
“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!”
“"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."”
“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!!!”
“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”
“"unfortunately a very difficult website for us, the elderly to navigate. Very difficult chatbot and telephone calls are answered by very limited answering tape "”
“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!!!”
“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.”
“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.”
