“Worst experience with car insurance EVER...CUSTOMER service is a concept this company needs to GOOGLE... If you want your business to operate thru online channels only..Make this user friendly and have tech support available.. NOT ALL.your long standing customers have access to the INTERNET or devices with which to attempt to download your faulty text/ email links to your "Statement of Truth" documents to make a claim.
Is this company run by a bunch of teenagers unable to function through basic human interactions..A customer service number needs agents to answer the phone. I suggest Sheila's wheels locate some umemployed friendly Aussie pink clad girls to answer the phone lines as oer their adds ASAP to improve their ratings.
MEANWHILE in the real world working adults do have the time or inclination to spend 3-5 hours a day for weeks attemoting to make first contact with the aliens on planet ESURE...”
“Where to begin... Recently I was involved in an accident by a drunk driver. The at fault driver fled the scene of the accident on foot and I was taken to the hospital due to being trapped in my car. Phoned Esure the next day to inform them of the situation and it took me over 1 hour to get through. They kept asking me the driver's name and reg plate even though I’ve told them multiple times I was trapped in my car and couldn’t provide these details at this moment in time. I gave them the police log number and crime number. They couldn’t phone the police themselves due to the fact they weren’t based in the UK, so 101 was out of the question. I had to chase the phone numbers down for them and the police for the at-fault driver's car reg but wouldn’t be able to get his name due to data protection. They did inform me saying the insurance can contact them with the log number to chase down any additional information but they can do the reg plate check for these details and where the car was being stored. Another 2 hours on the phone with Esure informing them about all this new information and still they didn’t update the system. I then had to chase things down again by contacting one of the police officers that was at the scene about where the car was.. another 1 hour trying to get through to Esure, and I informed them of this. They stated they would inform Copart to pick up the vehicle to assess the damage. I asked about a rental and they stated they had informed enterprise cars. yet... phoned Enterprise and they informed me that my insurance Esure asnt sent the correct details over! Yet again I had to re-phone Esure with the ridiculous wait times to sort this. All I get is yeah we will sort it and nothing ever happens. Luckily for me, the at-fault driver's Insurance phoned me stating their driver took full responsibility and if I wanted them to deal with the claim...YES, 100% I got a rental the next day and they have chased up everything... re phoned Esure to Inform them about this and to close the claim down on my side so they could take over.... 1 week later they still haven’t closed the claim after hours and hours spent informing them to close it. All I got was there was a technical error. I have now just cancelled the insurance and paid the fee just to get away from these people. My stress level was so bad throughout this traumatic experience that I had to go to the doctor for medication. Please for God’s sake do not go with these guys. They make it so easy to join them and suck you in with cheap quotes, but my god the customer service is shocking. Avoid like the plague”
“Scammers after my claim i was ask to pay in full my policy same amount of cost to repair my car after i contact esure treu chat operator left chat 5 times i didnt get any info way i have pay in full after i let know i record chat to my soliciter operator left chat”
“Unfortunately and stupidly I had previously ticked the auto renew when originally taking out car insurance with Esure. I missed the renewal email from them and now find I can get the car insurance 40% cheaper, yes 40%!.
Can I get through to them to cancel? No, and I've spent 3 hours trying! Other companies allow you to cancel online, why not Esure I ask. Reading other reviews this seems a deliberate policy to me. Disgraceful and probably contravenes FCA service level requirements.
A warning to all AVOID ESURE!”
“Without any value at all. 5 hours on the phone this week hours and on two hours chatbot (7 hours in total). What was I trying to do - discuss renewal. They claim you cannot discuss renewal during re-newal period. Joke - you cant discuss re-newal at all. You mention an official complaint two operators (African location I think judging by 15 letter first name. still hung up on me after I had both of their names) Just hang up on you. Called Admiral picked up in 30-seconds, English speaking professional, organised the policy cheaper in 6-minutes.”
“After being with Esure car insurance for many years I found myself having to sell my car . I didn’t have a new car to insure! So when I received my renewal pack I informed them that for the time being I did not wish to renew as I had sold my car and at that time present did not have another one . The guy on the phone went through everything and said I did not have to do anything else and did not owe anything as policy had come to the end of the year and I just hadn’t renewed . I then noticed two payments had still been taken out of my bank on consecutive months following . I cancelled direct debit and then started receiving threatening letters and emails saying I wasn’t allowed to cancel direct debits and I might not be insured ect . I’ve made numerous phone calls now and they are now saying they need to charge me a cancellation fee for cancelling my policy ( I did not cancel ) I did not renew . Now they are saying basically I will have bad credit against my name and to expect debt collectors at my door! I am livid … all this because I didn’t renew my policy as I didn’t have car . Never again will I deal with this company and I am making sure I tell everyone else not too . Absolutely shocking !!!”
“Esure are complete rubbish,avoid them like the plague!!! My complaints reflect the others on this review.It used to be a great company to deal with but going online has changed all this.My premium u=increased by 62% this year after 18 years no claims!!!
Impossible to get anyone to communicate with either by phone or ChatBot.An absolute nightmare.When I did get advice it was conflicting and ultimately unreliable.I was an idiot to renew my premium and am now dreading any interaction with them over changes to my policy, claims etc. NIGHTMARE!! AVOID!!”
“NIGHTMARE!!!
TRY TO AVOID THIS COMPANY !!!
After my vehicle was hit by someone insured with this company on the 2 of January. Today is 12 of January. And I still don't have any any information. They even don't give me a replacement car.
Write them COMPLAIN, but still don't have any answers ....
They don't care about anything at all !!!”
“I have been impressed with Esure in the past and renewed with them for a number of years. Due to the hike in premium I wanted to see if I could alter cover to reduce costs and stay. Something has changed this year and due to poor service whilst trying my best to renegotiate my premium by trying to remove recovery cover, I have gone elsewhere. I'm not a technofobe and am quite happy to work with an online product. I initially tried to change my cover at renewal myself via my online account as indicated I could. No joy. I spoke on the live chat, assume it was a human, and couldn't get any sense out of them. Rang to speak to someone at call centre and was advised that as my account had migrated to an online account I had to speak to someone online. Back to Live Chat. Eventually found out how much I could save by removing recovery cover but was advised I would have to pay it at renewal and then they would change it and refund me. Really !! Cancelled my renewal which was actioned as I have been receiving emails reminding me my insurance needs renewing. Today I got an email thanking me for renewing. Back to live chat. It was sent in error. No apology. Feels like Esure are making changes in the way they operate and the technology they use. Nothing wrong with that. I really hope my issues are teething problems and no matter how much technology advances a human touch or at least a human tone can be regained. Hoping others have a better experience.”
“Tried to cancel my renewal car insurance 3 times on the phone for 30 minutes and I kept getting cut off how hard is it to cancel car insurance will not be using esure again”
“The online chat service require 3 attempts before I eventually found out that it would cost £360 to add my daughter for one remaining month of the policy before it required renewal. Then to cancel it was going to cost me £42 even though the remaining premium was £16. The charging policies of this company are a disgrace.”
“AVOID AVOID AVIID
I can’t stress this enough, avoid esure at all costs. I had to make a care insurance claim back in October, I have been trying to settle the claim for months and had no answer, you ring on customers services, you’re on hold for over an hour then they cut you off, you ring complaints, they do the same, you email them, no reply, the chat ends the chat and says call them. I’ve honestly no idea how to settle the claim when I get ignored, I’ve no idea when I’ll settle the claim, I’m just having to wait until I take it further to the ombudsman, absolutely not renewing my policy with them”
“Basically there is no customer service at Esure Flex. None whatsoever.
Of course they claim that there is a “chat” facility but this does not exist in practice and having ignored you for 45 minutes cuts you off. They deploy the same process with their phone lines.
Claims have to be made online using their third rate not fit for purpose software which freezes mid claim. This happened 4 times using my high speed fibre.
After I complained they called me back twice, each time letting the phone ring for 2 rings!! They then claim that they have attempted to follow up the complaint.”
“Opted to pay monthly for car insurance. Looked at my bank account and they have taken rhe whole yearly amount. Spoke to them and they said nothing they can do to reverse this. I would need to cancel to try and get my money back. Called them again to register a complaint and they put the phone down on me. Tried to log in to my account to contact them via Web chat and I cannot access my account! This company is a scam - avoid !!!!”
“If you have to claim from Esure flex - it’s impossible to contact anyone and get your car fixed.
The chat system breaks and you can’t speak to anyone.
Waited 4 months and my car still isn’t fixed.”
“Terrible service took my car 9 weeks ago 5 percent damage after 48 hours of trying to find my car email from esure we sorry you had accident we doing everything to support and help u next day can u take photos of damage no u took my car 9 weeks ago !!! Next day i told its at a scrap yard sort it out !!!!Where's my car??”
