Esure Reviews

Name: Esure
Rating: 3.41

3.4 Rating 1,914 Reviews

61 %

of reviewers recommend Esure

Company Reviews

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3.4

Based on 1,914 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

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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

“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 !!!”

Helpful Report

Posted 1 year ago

“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.”

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Posted 1 year ago

“Tried to decline new insurance quote which had doubled, over an hour and various other attempts eventually got someone would never use them again”

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Posted 1 year ago

“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”

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Posted 1 year ago

“Difficult to get in touch. No Customer Services email address to cancel a renewal. Was waiting for 20 mins in live chat and phone.”

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Posted 1 year ago

“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.”

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Posted 1 year ago

“Do not use ESURE”

Esure 1 star review on 16th December 2023

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Posted 1 year ago

“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”

Esure 1 star review on 7th December 2023

Helpful Report

Posted 1 year ago

“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.”

Helpful Report

Posted 1 year ago

“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 !!!!”

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Posted 1 year ago

“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.”

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Posted 1 year ago

“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??”

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Posted 1 year ago

“Avoid like the plague. No customer service only a faulty chat bot and phone robot. Frustrated to tears with them”

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Posted 1 year ago

“Worst insurance company ever! No contact available only a call centre in South Africa. Avoid this company unless you don't ever want to cancel, change or claim. You cannot discuss anything.”

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Posted 1 year ago

“Car was stolen on the 12th July. It’s no 23rd October and no payout. One phone call 55mins, I was told payment had been made. 7 days later no money. Another 1hr 22min call. I was told due to storm they were having difficulties and was promised someone would call me back. 5 days later still no phone call. Replied and sent a further 2 emails to an engineer called Morag Ross. Doesn’t bother responding, emailed customer services twice no response. Finally took the first step to “filing a complaint” and it’s been 3 days… nothing. When you get a quote from Esure, spend a £1000 more if you need to and go with the next provider otherwise you will regret it.”

Helpful Report

Posted 1 year ago

“Bunch of Chancers. Used this mob reluctantly last year for Home insurance but at point of renewal they increased the policy nearly 4 fold from £160 up to £585. When I checked out similar policies on-line they we much closer to the £160 than to the £585 so simply didn't renew. The people who run this business have little or no understanding of the basics of customer retention. I rang their office ready to explain to them that I wouldn't have renewed with them even at the same price because of their terrible reviews, one site alone had 61% 1 star and a big habit of trying not to pay out, but she couldn't care less and made no attempt to explain their greed. Really surprised this company remain in business. I urge everyone to keep posting these reviews to see the back of this lot, they have no right to be in business.”

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Posted 1 year ago

“They have the worst customer support I have ever experienced, they want you to make changes and cancel things online but this just says you can't do it. Then you call them wait over 30 minutes speak to someone who then says you need to speak to a different person then after another 20 minutes it cuts you off I went round in circles doing this for almost 4 hours. Then I used the online chat waited over 30 minutes again to be asked irrelevant personal questions before finally they canceled my policy. Then today I find nothing has happened I'm now going through all this again its absolutely ridiculous it takes no time at all to take out insurance with then but it seems they'll do anything to stop you getting through to cancel. Do yourselves a favor and stay well clear of this company.”

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Posted 1 year ago

“Had car stolen and took them 10 days to sort temporary vehicle!! After 4 weeks still no offer even though caught on cctv and want hire car back Never get any answers and goes round in circles wasting hours per call- avoid them”

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Posted 1 year ago

“Not replying to emails. Been on phone 3 days and still not answering all you get we are unusablely busy today....... But when they want your cash is a bloody quick call. Worst eve service Will urge not to use them”

Helpful Report

Posted 1 year ago

“Leave 0 stars if possible . Won't answer the phone and leave you on hold for hours at a time hoping the line cuts off. Inexperience staff that can't take notes or resolve simple problems like passing details on to garage and enterprise.”

Helpful Report

Posted 1 year ago

Esure is rated 3.4 based on 1,914 reviews