“Totally unacceptable for them to take money out of my bank account when renewal date is due. Phoned them to ask for refund (which i have not seen the money back into my bank account yet). In their defense, they said that I must have clicked the "automatic renewal" button. I may have done but the button was not obvious otherwise i would definitely, definitely would NOT have clicked automatic renewal.
I class this as stealing, taking money without consent. Disgusting.”
“I chose Esure for their excellent price and have used Customer Services twice, one when I change my vehicle ear;ly this year and then for a chop in my windscreen. On both occasions I have found the staff very helpful and polite. I would recommend Esure.”
“Somebody hit my car and drove off so I made a claim and has been over 2 weeks I'm getting no where with esure.. have spoken to different person every time who give me different answers then the next will say you have been given wrong info.. very fustrating.. one lady advisor was very rude, didn't want to admit that I could be told wrong info before.. I am not anywhere near satisfied.. will be leaving esure. In these situations customer service is very important”
“I got house insurance because it was cheapest on comparison website. Then they automatically renew at the end of the year but you cannot cancel online which forces you to call them. Their website is erratic. You can log on to one part of the website but not another unless you already have a policy with them. Again this forces you to phone them. There appears to be a drive for you to call them so I guess their sales people can engage you. If you are OK with that and can handle the sales pitch and you understand that cheap insurance is cheap for a reason then fine, you know what you are getting. If you want a better service then go to another insurer. I would not recommend eSure.”
“Insured my car in March of 2017 with Esure First Alternative Insurance, never again I would avoid all costs and recommend anybody not to go near this company, when I took out the policy there was no explanation that there would be a cancellation fee if the policy was to be cancelled, I've just phoned to cancel my insurance due to buying a new car and found a better quote online and have been charged a £67.50 cancellation fee!! Anything to get money out of their customers, again, avoid all costs!!”
“Ensure is letting down customers who buy home and contents combined. My ceiling collapsed in a bedroom but Esure's loss adjusters advised not to pay out claiming wear and tear because it is a lathe and plaster ceiling even though it collapsed during the worst rainfall for months. The adjuster All our bedroom stuff was damaged but again nothing included in the report.”
“TO CUT A LONG STORY SHORT RENEWED MY CAR INSURANCE HALF WAY THROUGH THE YEAR, TOLD THE GENTLEMAN I DID NOT WANT ROAD SIDE ASSISTANCE BECAUSE I GOT A NEW CAR WHICH HAD A YEARS ROAD SIDE ASSISTANCE. WHEN I WENT TO RENEW MY CAR INSURANCE WITH YOU IT WAS NOT TOOK OFF, THE GENTLEMAN I SPOKE TO DID NOT KNOW WHAT HE WAS DOING HE TOLD ME TO PHONE THE DVLA UP BECAUSE HE SAID MY CAR WAS A 177 BRAKE HORSE POWER I WENT BACK TO CHECK AND MY CAR IS A 140 WHICH I TOLD HIM IT WAS, WHEN I PHONED BACK A YOUNG LADY CHANGED IT STRAIGHT AWAY FOR ME, YOUR COMPANY OWES ME £25 FOR HALF A YEAR ROAD COVERAGE. A GENTLEMAN CALLED CRAIG SAID I CANNOT GET IT BECAUSE I DID NOT SAY TO TAKE OFF THE ROAD SIDE COVER ON THE SECOND PHONE CALL IF THE MAN ON THE FIRST PHONE CALL KNEW WHAT HE WAS DOING THERE WOULD NOT BE A PROBLEM, THEY SAID THEY WOULD GET BACK TO ME BUT NO ONE HAS GOT INTOUCH WITH ME I THINK THIS IS DISGUSTING AS THEY DO NOT WANT TO GIVE ME MY £25 BACK, ANYONE WHO GOES WITH THIS COMPANY SHOULD BE WARY THEY DO NOT CARE ABOUT THE CUSTOMERS. MR A WATSON.”
“I was an Esure customer till very recently but I will never take out a policy with them again and will advise my family and friends to avoid them at all costs!!!
My experience started when a lorry crossed into my lane on a roundabout and totalled my car. When I got home and phoned Esure the women who took my call was good and caring but that's where it started and finished!!!
My policy included a like for like courtesy car immediately after the incident. They never got back to me about my courtesy car for 48hrs!!!My car was a Ford Focus because I have a small child,wife and dog. The car they said they would provide was a Toyota Aygo!!!! When I explained this would be to small they said that's all I could get and that I would have to pay extra to get a larger car which I did at a tune of £5 a day!!!
To make matters worse the rental company phoned me 72hrs later and informed me that I had to return the car as the insurance company would not be paying for the car past that day!!! I called Esure and they explained that because they had made me a cash offer as my car was a write off they did not have to pay for the courtesy car. I explained I needed a car for the next 3 days as I had work night shift in the emergency service and also put my child into nursery. They told me that I would just have to pay to keep the car myself!!! Which I did at £25 a day!!!
The customer care and empathy displayed by Esure over my incident has left my with no confidence at all in this Insurance company!!!!”
“Took out a policy for my car with E-sure, it took me 1 hour to fill out the application as I did not want to make any errors. I have a provisional driving licence.
Successfully took out a policy with E-sure for £472.
Two weeks later I am asked by E-sure to provide proof of my driving licence, so I do, I send them a JPEG of my provisional driving licence. Still have not been told by anyone at this point that they have me under the wrong insurance as I am driving around.
Today they text me to tell me that they have cancelled my policy so I ring them understandably upset.
They claim that I put on my application that I had a full UK licence... SERIOUSLY?
Not only have they made an admin error with my application, but then tried to blame me instead of just amending my insurance policy!
They wouldn't even give me full refund either, only £400 on the basis that they are with-holding the month that they covered me for.... But they didn't have me 'covered' atall because they had me under a void policy and never told me for 1 month!!!
I am now unable to afford a new policy with £400, I took out the policy when I had plenty of funds available. I could of even been pulled over and got into trouble with the police because of them!
NEVER USE THIS COMPANY.”
“Tried getting a quote - online system asked to call the office. The agent was really rude and unhelpful. Wanted to insure 4 cars with them but they were not interested.”
“Err.... Do not Use Esure! The agents have NO idea of their own policies, everybody you speak to says a different thing and wastes hours of your time... I wouldn't like to be someone who has to claim on the insurance when they turn around and say "oh no, we didn't tell you the correct policies, you're not covered"! AVOID LIKE THE PLAGUE!!!!!”
