“Worst customer service. I don’t thank they have people working as you only get templates emails. I had an incident in France and I was told that it was my fault even someone else hit my lost my no claim next year Insurance was doubled and there is no one who would listen to your complaint. The staff working for claims and complain would not listen but would they you to go to Financial Ombudsman Service.
disgraceful please please don’t use them.”
“Worst company customer service zero. I don’t think they customer service team as you always get a template copy and paste email. Please do not be conned by them especially when you are hit by someone else they will make you at fault. I was hit by car in France and the impact was so little that you can barely see a scratch on my car three months later I was told by Esure that my claim has been settled where I never claimed and I was declared to be at fault. Lost my no claim and my next year Insurance Was doubled. The claim team and the complaints team are horrible to deal with as they would say you can go to financial Ombudsman Service.”
“Absolutely devastated! Last month via help chat I updated my details which was supposed to lower my insurance this month but in stead not only did the price not get reduced, they have double charged me on direct debit. Note I can’t contact the support team. No answer no nothing. Esure car insurance”
“I called Esure to speak to them about cancelling a car insurance policy. There is no one to speak to due to COVID and once they read out the message, the phone gets cut off. There is no way of communicating with them. This morning I managed to get on to the online Chat function and at 11:40am I was caller number 356 in the queue. At 2:25, the Esure system was telling me i was caller number 1 in the queue and this is what the system has been displaying for the last half an hour. Finally Esure cut me off. How does one get in touch with this company to get any info? It is a disgrace if one has to wait until the COVID issue is up. This is another way of this company ripping people off and not giving access to deal with the complaints of customers.”
“Fortunately I haven't had to make a claim up to now, so can't comment on that, when I had occasion to make changes to my policy I found the person who dealt with it very pleasant and efficient.”
“Absolutely disgusting service. Wasn’t bothered about listening to customers thoughts and feelings, just kept threatening saying they would write a minor claim down as fully my fault basically messing future insurance up for me - when I was trying to provide evidence for the incident where the other driver was fully at fault and he wasn’t bothered. I had cctv evidence and because it’s not normal that I didn’t get photos due to not carrying a mobile phone around with me he said the cctv is invalid and he was terminated the phonecall. Waste of time this insurance company!!! Look into the fine print as you basically get insured for absolutely nothing. Generally useless. Excesses for everything. Might be “cheap” but that’s because you’re paying for nothing. Literally. Don’t waste your time with them. Absolutely discusting customer service from all departments.”
“Had a claim some 2 years ago and I have just received repayment of the excess, original estimate 4 months. I had been assured that the loading on my premium would also be refunded but this has not been mentioned. Spoke to Esure and told it would be passed to the underwriters to consider. Competitive premiums and ok provided you don't make a claim! Now insured through a different company.”
“Make sure you read those terms and condition people. I week of my insurance policy to run before renewal, I need to update my address. Policy Premium goes up £2.83 yet £26 to change the poorly! Zero flexibility. Will I renew my insurance???? I think not”
“A big thank you to all involved with my emergency blocked drain problem today my claim was dealt with efficiently and quickly by all concerned from chat line at e sure through to my problem sorted by Lane Drains. Many many thanks.”
“Appalling service. Misquoted me after 35 minutes spent clarifying the terms of the insurance I required. When I rang back days later (after 40 minutes waiting in a queue) to take out the policy with my quote reference number they said they can't cover me due to me doing Amazon Flex (which has its own insurance policy to cover drivers during deliveries). Despite clarifying this numerous times during my initial call (for which I got the quote reference), they misquoted me.
I'm furious. Spent 1hr 1/2 on the phone for NOTHING. Appalling service from people who clearly have no clue what they're doing. AVOID”
“Avoid!!! I missed one payment and they cancelled my insurance without telling me! 2 weeks later after driving around with no insurance they inform me that have cancelled it.
I phone them up and paid my payment I had missed. And it was left as that. Cancelled!
Few weeks later I have debt collection letters saying I owe them £105 because I cancelled the contract early!!!
Absolute joke!!!”
“Awful customer service. I tried to change my address less than a week into my policy and told I couldn't as no proof of address was provided to my original address. I live with parents, so the only proof of address I had was driving licence which they wouldn't accept as it had to be a utility bill, which I obviously don't have. We were moving house at the time too. So they advised let it cancel then take out a new policy. Which I did and the new policy was then cancelled as "they had previously cancelled a policy" I phoned up to try and explain and they weren't interested... Both times I was also charged an "admin fee" for the cancellation. I was advised against using Esure by a few people but gave them the benefit of the doubt as they were competitively priced. Thought I'd be safer with a bigger company. I was wrong. I suppose like most places, if you get insurance then never have to change anything or claim they are probably fine... And I guess that's where all the 5* ratings below came from. But don't expect them to be helpful when you need them most. I certainly wouldn't be confident that they would be helpful if I'd have had an accident.”
“I suffered a bereavement last year and had to move areas, I rang esure yesterday and told them of change of address, because I suffered a bereavement I would be charged £25 for admin fee.
The heartless management were more interested in the money than in real life tragedy that befell their customer aka money making machine.
THE MANAGEMENT DOESN'T CARE ABOUT US, ITS ALL ABOUT THE MONEY, DISGUSTING I WILL NOT BE RENEWING MY POLICY IN JULY.
if the management is interested at all, I miss my baby everyday and my hear is broken.”
“Shockingly poor service, after our son was involved in a very minor impact esure weren't interest and rolled over pleasing the blame on our son and not discussing the incident. Rude staff and very poor service. Dont really care attitude. STAY WELL CLEAR!!!!”
“Truly shocking service. Been with them for years. Two claims over five years, then they refuse to insure me again.
In the meantime, they don't stop cross selling you home insurance, jeez.”
