Esure Reviews

Name: Esure
Rating: 3.41

3.4 Rating 1,916 Reviews

61 %

of reviewers recommend Esure

Company Reviews

Questions

Metrics

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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“tried to make a claim for a lost key. Not really known when it was lost but gave a date which was reqired.. Only to be told I could not claim as it needed to be reported within 72 hours. Once again an insurance company slimes out of a claim due to the small print. NOT a Happy customer. After more than 10 years as a customer will have to look for another insurance company next time I renew my policy. Rubbish customer service.”

Helpful Report

Posted 7 years ago

“i phoned up very uncaring customer service apparently water dripping through your ceilings from your roof is not an emergency and not covered under home insurance i will never use again , i think i would rather pay more for a decent service.”

Helpful Report

Posted 7 years ago

“As Long as things are smooth there services are ok. But if you get stuck with claim then you can real issues in there lack of professionalism and inability t resolve issue through one window. I believe they have intentionally made the system difficult to follow. It was really awful since the accident through to next renewal and after more than six month claim is not resolve although other party had accepted the liability.”

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Posted 7 years ago

“Just check Google reviews, I am not the only one who finds esure as despicable company! The customer service is far from a decent understanding customer service. They seem to have attitude problem when you call them and catch them out on their mistake. Their quotes on online comparison sites always about 10% lower than what they quote you when your renewal is due! When you call them they often tell you there is a problem here or there which doesn't really have any logic at all except they think we are stupid! It takes days/weeks for any replies. I long for a company that hasn't got nay attitude problem. Long gone when you could talk to your broker or pop in and see them! Logic out the window, morality and ethics don't exist and conscious was never there at least with esure!”

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Posted 7 years ago

“Terrible company! After being a customer for 4 years they cancelled my insurance over Christmas because there was a direct debit cross over leaving me with no insurance and no letter to tell me until January. I could have received serious penalties from the Police If I was stopped. I didn't even know they had cancelled it until I got the letter 2 weeks after.”

Helpful Report

Posted 7 years ago

“First point : On the day of setting up the insurance I have completed the form on the comparison website with 15000 miles / year, Esure only had 5,000 miles/year ; this has caused a increase in my premium of over £150 / year and I have canceled the policy . Second : Until the day of this review,1 week later , I have received no cancelation documents from esure ( emails or other wise ) , but have been charged for another month, 6 days after the day I have requested the cancelation , and 4 days after the monthly renewal day. Third : After about 1 hour on the phone with Esure ,I got this : We have charged you extra because our colegue canceled the policy but charged you for extra legal cover for 1 full year , not just the cover period , even though the extra legal cover should have been charged monthly as a adition to the premium payment ; We have charged you after the cancelation date, and without letting you know about it because we could not stop the direct debit 5 days in advance; We will issue a small , partial refund ( I have paid in total around £200 for 1 month insurance (( my monthly fee would have been £54 ) and was offered a refund of about £31 ) , after another hour on the phone , going through bank transactions, and a cost breakdown , and complaints about the unprofesionalism I was refunded £110 .... My advice , don't take their insurance , and if you do, keep a eye on your bank account for extrapayments they might take without you know about it.”

Helpful Report

Posted 7 years ago

“Unable to enter costumer portal due to dob error, unable to cancel renewal, customers service said she cant help - had to make a written complaint - very poor service and a waste of my time.”

Helpful Report

Posted 7 years ago

“After starting a policy I was told the policy would be cancelled because I used more than one address when checking policy quotes. I used to live in a different area and was curious to see what the price difference was. I still signed up on the address I live at and the address my no claims policy from a different provider was registered to. There was no warning that checking another address would cause an issue. I was told they could not do anything and had a rude customer service person antagonise me and try to cancel the policy earlier than scheduled. Not only could this have affected my future premiums, but the reasoning was stupid. I found a better policy with a new company and moved on. I would never ever recommend this company. Absolute trash!”

Helpful Report

Posted 7 years ago

“Esure are the worst company to deal with when it comes to making a claim and their customer services . The company obviously makes it difficult for you to get in touch with them when making a claim and they give you a phone number starting 0345 which means the customer gets charged with each minute you wait for them to answer , which is always 5 inures or more . They are a money grabbing disgusting business with no regard for their customers”

Helpful Report

Posted 7 years ago

“Tried to claim for a lost item - they tried everything to get out of paying out and treated me like a criminal for even trying to claim in the first place. Was spoken to very rudely. Went for them because they were cheap, but unfortunately it seems you get what you pay for (or less in this case as it seems I paid to be insured in ‘spirit only’).”

Helpful Report

Posted 7 years ago

“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.”

Helpful Report

Posted 7 years ago

“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.”

Helpful Report

Posted 7 years ago

“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.”

Helpful Report

Posted 7 years ago

“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.”

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Posted 7 years ago

“Didn't get help enough”

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(Car Insurance) - Posted 7 years ago

“Specifically insured my laptop for travel, dropped it at home a couple of months ago and it stopped working. Put a claim in and was told as there was no obvious visual damage that it must have been wear and tear and broke at the exact moment I dropped it. Basically i should have bounced it off the floor after to make it visually damaged in order to make the claim go through. Now was just sent a renewal figure. Last years £200, this years £400!”

Helpful Report

Posted 7 years ago

“What didn’t go wrong. Worst customer service I have ever dealt with. Can’t wait to ditch them in January”

Helpful Report

Posted 7 years ago

“tried for 4 weeks to get written proof of my no claims bonus to be told it had been sent 1st class on several ocassions it still has not arrived to date”

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(Car Insurance) - Posted 7 years ago

“Bad bad bad taking your money and cancel your policy after few days later terrible do not go with this company scams scams scams unbelievable”

Helpful Report

Posted 7 years ago

“Exceptionally poor communication, never stick to their timelines, no consideration for the facts. Their senior management team should be ashamed. I will be taking this organisation to the Ombudsman, an absolute joke!”

Helpful Report

Posted 7 years ago

Esure is rated 3.4 based on 1,916 reviews