Esure Reviews

Name: Esure
Rating: 3.41

3.4 Rating 1,914 Reviews

61 %

of reviewers recommend Esure

Company Reviews

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Metrics

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

“Leave 0 stars if possible , nothing but hassle start to finish . Won't answer the phone and leave you on hold for hours at a time hoping the line cuts off. Incompetent staff that can't take notes or resolve simple problems like passing details on to garage and enterprise.”

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Posted 1 year ago

“my accident happened in june not my fault esure text to say they would be getting in touch, it is now 12 of oct I have been on the phone for 1 hour and 45 mins still not been answered !!!!!!”

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Posted 1 year ago

“if you are with these esure guys, PRAY you don't need to make a claim and certainly DONT make changes mid-way through your policy. You are probably reading this review after having issue(s) with their SA-based online-only customer service. Due to this company's incompetence, you might well wind up having your vehicle seized or impounded because they will confirm your car is insured via webchat but when the police call the UK-based line to confirm, well guess what you were never insured at all!! Shocking 'service'”

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Posted 1 year ago

“I do not know where to start with this review. I don’t usually write reviews but feel compelled to do so on this occasion due to the utter shambolic service provided by Esure. I advise anyone to never, ever use this company for insurance purposes or anything else. Whilst the initial costs may be low and seem appealing, the service and claims process is horrific, as is the customer service. Please read on to hear my experience. I needed to make a claim following the theft of my car on 21st August 2023. After reporting this on 21/08/2023 then being on hold for 90 minutes initially listening to the horrific piano music of Moon River, Bridge Over Troubled Water and (ironically) Sounds of Silence, I was told this was not the right team and I had to be transferred to the Esure Flex team. Again, another hour went by on hold, listening to the same tunes. I then provided the details of the claim and was told that I’d need to speak to a specialist from their theft team but they could only call me 24 hours later. Admittedly, this person called me at the time specified 24 hours later (22/08/2023) but I was met with some very accusatory questioning and attempts were immediately being made to find ways not to pay out for the claim. I had paid extra in my policy for a hire car which I was assured was being sorted out via Enterprise Rent a Car. I left to go away for a week on 23/08/2023 expecting this to have been sorted by the time I got back on 29/08/2023. On contacting Enterprise, they had no reservation code sent from Esure and needed this to sort me a car. I rang Esure. The automated phone lines make it so difficult. For example – please tell us what type of policy you have (motor, home, travel). On saying motor, I was met with a message saying “For all travel insurance please visit our website before being cut off” then I had to go through the process again. If I did get to speak to someone, I was put on hold for 10 minutes, then immediately cut off. When I raised this with a member of staff before being told they were going to put me on hold, they made out like this was my fault – like I’d wait to speak to someone for 1 hour, be put on hold for 10-15 minutes then decide to cut myself off. There is a clear issue with Esure systems as this frequently happened. Between 29/08/2023-01/09/2023 I rang Esure countless times to get them to send the requested details to Enterprise. They continuously failed to do so, cutting me off regularly and this increased my levels of stress and frustration being without a car for work purposes. I work in child protection and a car is crucial to my job. No apologies were given. By close of play on 01/09/2023, after 4 days of me continuously trying, they managed to get a reservation code to Enterprise for me to collect a hire car on the Monday morning (04/09/2023). I could only collect at 10:00 meaning I was late for work and had to cancel much needed visits. By this time, it was 2 weeks since I had reported my car as stolen. It’s hardly a swift response to ensure I have a hire car. My car was recovered on 11/09/2023. I spoke to Esure on this date who arranged collection to take it to a relevant garage. It is now 27/09/2023 and I have heard absolutely nothing from the regarding any progress of my claim, any repairs or settlement. I tried ringing Esure on 22/09/2023 and, after being cut off many times again, I spoke to someone. Again, they said they’d transfer me to their “Esure Flex” team. I needed to hold and repeat the same information. I spoke to someone and they said their underwriters had tried getting hold of me. I had no incoming communication with Esure via phone calls, emails or post. There were no voicemails or anything in relation to this matter. The only correspondence I’ve had is my outgoing correspondence when I’ve tried and many times failed to get answers. Therefore, I disputed the fact someone had tried calling me. Anyway, on 22/09/2023, the Esure Flex Team said they would transfer me to their underwriters team who are dealing with the claim. This was at 09:06. At 11:30am I terminated the call having been on hold for this time. My job is demanding and extremely busy – nobody rang me back. Enterprise rent a car rang me late on 25/09/2023 as they want their car back. I rang Esure again at 08:06 on 26/09/2023. After being on hold for over 1 hour, someone answered and again claimed they had tried calling me. I disputed this. I was put on hold and cut off. They did ring me back this time. The man I spoke with said he had emailed the underwriters to contact me as a matter of urgency. I received no phone call on 26/09/2023. It is now 27/09/2023. I need to return the hire car today meaning I am left without a car. I rang Esure at 09:27. It is now 10:31 and I’m still on hold having yet to speak to anyone – 1 hour 4 minutes and counting on hold. This whole process has been galling. It would be more preferable for me to buy a new £50,000 car, not have insurance, deliberately smash my own window, set fire to my own car then immediately go out and spend £50,000 on another car rather than have to deal with Esure again! Do not use this firm. I’d describe them as useless, uncaring, unhelpful and incompetent.”

Esure 1 star review on 27th September 2023

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Posted 1 year ago

“Please please don’t trust ESURE company at all if you want to waste your money and time go to esur trust me if you want to claim you never get answers and if you get them on the phone they have lost of excuses”

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Posted 1 year ago

“Literally ignore all communication. Today is another hour of my life I won’t get back. That’s just today! They ignore emails and don’t answer the phones”

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Posted 1 year ago

“Do not trust esure company at all they are the worst company so far staffs are not even close to helping you they are good to take your money but when comes to claims they are not helping and they don’t take responsibility don’t recommend them to anyone please don’t trust them go elsewhere”

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Posted 1 year ago

“Dont go there”

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Posted 1 year ago

“Have you ever try to call them ?? No one picks up and you get cut off . 1 and half hours yesterday 2 hours today I need to contact them . How do I?? Complaints number no answer. Customer services no answer. I can not wait to leave them”

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Posted 1 year ago

“Upon receiving the first of many emails from Esure advising me my policy was up for renewal, I logged into my Esure account only to find that you make it impossible for anybody to cancel their renewal. Firstly, I never signed up for auto-renewal, and it's clear you do not provide this as an option. Appalling business practice in itself. Secondly, you suggest using the live chat to stop your policy renewing. Upon clicking the link and going through several hoops with your live chat, it (live chat) told me it could not help with amending renewals and that I must call you to tell Esure to where to go. I actually attempted once, only to be told your phone lines were so busy that you could not take any further calls, and I must call again later. I THINK NOT! The only option you left me with was to cancel my Direct Debit at the end of my 12-month policy term, which I did. If you think you're going to secure a renewal from me under these appalling practices, you're sorely mistaken.”

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Posted 1 year ago

“I don’t have any issues with the onboarding services, just the aftercare when someone else crashes into you. Esure have agreed it not my fault and I am currently trying to get my no claims back. The customer service has been rubbish, long wait time and only available Monday to Friday from 9 to 5. I have been on hold for 2 hours and as soon it got to 5 they put the phone down on me.”

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Posted 1 year ago

“Avoid this appalling company. I paid extra on my home insurance for legal protection but, of course, as soon as I needed it, there was an exclusion even though I can find no reference to this in the policy booklet as it is probably hidden somewhere in their T&C's. They have also made it virtually impossible to contact them. They don't answer the phones, no call back facility, no live chat, no response to emails, no information on website or on online account, last time I tried I could not even access my online account - nothing works. They are cheap for a reason - they are utterly useless.”

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Posted 1 year ago

“They might be cheaper than other company but think twice. Had a car accident, someone hit me from the back, they decided not to repair my car but to pay me back. I have to call them every week to send the check, they always say today or tomorrow but they never did. When they say they will call you back they won't.”

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Posted 1 year ago

“Absolute shocker of a company, after 26 years claim free motoring had a low speed accident which was my fault took me 6 days before I could actually tell esure about it eventually going through the claims procedure even though I wasn't claiming, the lady's insurance company had to almost take esure to court to get a response from them. For a very small claim my renewal quote went up 120%!!!!!!. I got it £440 cheaper in a matter of minutes! ........ Avoid them like the plague!!!!!!”

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Posted 1 year ago

“THE WORST INSURANCE COMPANY EVER to deal with when u r in an accident and already disturbed. They make you contact the third party car dealers to get your car repaired and not even providing any courtesy car and once they did it was a manual car which I can't drive because our car is auto. They forced me to keep the manual car and advised to practice it in some parking areas so I could drive ???? Really the most ridiculous insurance you could ever come across in such times.... looking at the reviews I wish I had never been with them. Going to change them asap”

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Posted 1 year ago

“Another example of a good company gone bad. I'.ve been on hold for almost an hour just now because they messed up my number plate change and car shows up as uninsured. The renewal cost almost doubled for 1 of the cars on the policy for this year. Service is dreadful, I spoke with a customer service rep yesterday and she just kept laughing but she was clueless to the problem. Save your sanity and avoid at all costs”

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Posted 1 year ago

“total rubbish cant understand customer services poor service bad manners avoid at all costs get a taxi”

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Posted 1 year ago

“Absolutely horrendous. Terrible handling of a claim, you couldn’t get hold of anyone, no answer on phones or to emails. Escalated and then the manager didn’t respond. Finally offered me £50 compensation, I didn’t take that and asked for the official complaints procedure and they didn’t even send that! I have three cars insured with them and have been with them for years, first claim on any of them and it was a totally minor thing caused by someone stopping in front on purpose to get us to run into them, our car only just touched the one in front, no damage at all, we had photos to prove it!! Renewal nearly doubled despite protected no claims and clear evidence there was no damage to the other car. I will be taking all the cars elsewhere and will never use Esure again, disgraceful in every way !”

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Posted 1 year ago

“One of Esusure customer, scratch my car, in car park. Esure, put me in contact with two grarage for repair, it was quiet far from my place, i denied. I find the repair car place in my area, and Esure, don’t want to get in touch with that garage. Plus, i tried many times to call them, but no one answer. I been waiting two months, in still nothing…. 🤬”

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Posted 1 year ago

“1 star is to much absolutely disgusting company to deal with don't awnser there phone lines even when you call from 8am apparently there lines are busy. Got cut of and hung up on 2x yesterday trying to speak to someone and this morning everyone's to busy at 8am avoid this company like the plague they lie, they cheat they are absolute scumbags and I'm not even a client. Looking at what paying customers have to say they don't look after them either. I'll be reporting them to the financial ombudsman. 3 yrs I've had a car claim going on and have accepted there offer as they accepted full liability. have they paid me my compensation no. I've had to get enforcement officers involved after the car incident causing me serve mental health issues with the aggressiveness of the crash and there client its like they just want to tourment you some more amd prevent you from moving on with your life. The distress this company is continuing to cause is disgusting.If you get insurance with this company more fool you.”

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Posted 2 years ago

Esure is rated 3.4 based on 1,914 reviews