“They sent me message that they couldn’t collect my monthly DD, and when I checked they never even attempted it, then I had to pay full price if I wanted to stay insured with them.”
“They decided to just double my car insurance premium in a year where I made no claims, plus I drive a 10 years old car that is not on the thieves list for sure. I asked them why, they used a bunch of excuses like inflation or market reasons, needless to say I went with another company that was cheaper than their original premium. I'm speechless, why would you double a claim for no reason, of course I'll leave you!”
“The worst company I have ever dealt with in all 48 years of my life. You cannot get to speak to ANYONE there, and their phone options take you round in circles before terminating the call - even when you have a live policy and ongoing claim. I deal with hundreds of businesses every year but I have had to deal with any company so infuriating as Esure. They are abysmal. I wouldn't insure with them again if it cost just £5 for the year. I hope they go bust.”
“Looking at making a change to mums house insurance, as the house is empty and for sale. After 30minutes of trying and waiting I was not able to access any help via the normal method. Eventually, after aswering a set of stupiud irrelevant questions was put in a que and sat waiting for over. After another 20 minutes got through to a customer service person who struggled to help with my concern. As a customer for me very frustrating and patronising service ........a complete waste of my time as when I did speak to a customer service rep, (after approx 1hr from the original call) it turns out they cant help unless I take completely new insurance policy.... Definately would not recommend”
“I agree that their cover looks competitive. Unfortunately I only read the reviews on their prices and didn't read reviews on how they handled claims. I took out home insurance with esure including accidental damage, 24-hour emergency cover, and all the usual protections — expecting to be covered for common household problems like leaks.
A leak appeared from the bathroom into my kitchen. When I phoned them to enquire about the process, I was immediately told that a leaky pipe would be excluded as they would class that as wear and tear - which I think was meant to discourage me from progressing. However when I got a plumber out to look at it, the damage was worse than anticipated and it turns out the bath had been poorly fitted by the previous owners, leading to leaks underneath the bath, behind the panel. esure then denied the claim saying that the sealant had gone and that was excluded. I submitted a report showing that it was down to the bath being poorly fitted, and not the sealant wearing away. Esure then excluded it on the basis of “poor workmanship” and apparently they don't cover for that. Just to note, I'd only moved in 2.5 months ago so this wasn't my poor workmanship - but even so, they don't cover for anything that was done previously. Worse still, I wasn't given the opportunity to submit my complaint in writing until after it had already been passed to the complaints department, which I only discovered when I rang to check when a Manager would be calling me. I’ve since sent in a written complaint and I asked simply for a receipt to show this had been received. I had to ask for this 3 times, and it was only when I posted a review that someone came back to me. I am without a properly working bathroom and can’t carry out repairs without fear of invalidating my cover and they were aware of that. They finally replied to say that even though they had kept changing the exclusions - and sorry for any confusion on that - they would only cover for leaks if it was sudden and unexpected and that it was down to me to maintain all sealants and inspect the equipment. I have pointed out that I had only moved in 2.5 months ago, so realistically would not have had chance to replace all of this, and that the only way I could have inspected under the bath was to cut off the fitted bath panel. The leak was sudden - it had just started coming through to my kitchen ceiling - which really cancels out their argument.
The exclusions are applied so strictly that it feels almost impossible to get support for real-world issues. I’ve since discovered that other insurers may still cover the resulting damage even where workmanship is excluded — but esure has taken no such approach.
Even if you are covered for accidental damage and leakage of water - check your exclusions. They exclude:- leaking / burst pipes - classing that as wear and tear. Leaking from taps that have been left running. Damage caused by any work being carried out. Floods. Sealant failure. And poor workmanship. I cannot see any way in which leaking of water would actually be covered. I urge others to read the fine print very carefully — and consider how the exclusions may leave you exposed when you need help the most. And don't just check your policy documents - poor workmanship was not on my policy document! Check their general policy for the fine print.”
“Very unhelpful when I have financial issues, could only give me an extra week to pay ! .. cane across as rude and abrupt won't be renewing my car insurance policy again !”
“Rated 1 out of 5 stars
Truly appalling insurance company
Truly appalling insurance company ! 10 weeks on from my car accident my car is still in need of fixing after being initially sent to an extremely poor garage where it returned in worse condition then it went !!!! Esure seem to say all the right things yet never follow through - if I hear the word escalation again I may scream !!”
“I would give zero reviews if I could.
The service was so so appalling after a car hit mine. They failed to do any investigation and failed to contact me back numerous times.
I have now lost my no claims discount and my insurance has sky rocketed after an incident that was not my fault at all.
All of my evidence that I sent proved it as well.
An unbelievably poor service”
“I've had a very frustrating experience with Esure. There's never anyone to speak with directly—it all has to be done via the app's chat, which is incredibly inefficient. Even when you finally get through to someone, you're often passed around between 4 or 5 departments before reaching the right person.
No one takes ownership of your issue, and no one follows up. I’ve spent countless hours in chat and on hold for absolutely no resolution. I’ve been waiting months for my excess refund, and all I ever hear is, “We’re waiting on the third party.” No one seems willing to chase it up, and there’s no accountability.
To make things worse, my insurance premium has increased—even though the accident wasn’t my fault—and my car was never repaired. I had to constantly chase that as well. The courtesy car? I had to collect and return it myself and chase that too.
Overall, Esure has been unhelpful from start to finish. You’re expected to do all the chasing yourself, and no one ever calls back or takes responsibility. I wouldn’t recommend them.”
“Esure, very bad customer service sometimes it feels like they don't understand what you are trying to explain to them. Simple things dragged longer and no aftercare I will not be renewing my insurance with them again.”
“Avoid Esure – Dishonest and Incompetent!
Esure is an absolute nightmare to deal with. I cancelled my policy on 17th March 2025, yet they failed to inform me of any outstanding issues. I also cancelled my automatic renewal via email on 27th February, but they still mishandled my claim and are demanding money unfairly.
Their customer service is appalling, refusing to escalate complaints or provide real solutions. Thanks to their negligence, my claim is still listed as active, affecting my new insurance.
Avoid this company at all costs – dishonest, unprofessional, and a complete waste of time!”
“I signed up to Esure home insurance and wished I had checked the reviews first. The customer service is really bad. There is no way to speak to a person, only web chat. The DD payments were not being taken despite the bank confirming a DD arrangement was in place. It was impossible to make this point due to an agent (possibly Ai?) with limited knowledge. A very frustrating time consuming experience that could have been solved in a few minutes via a phone call with a human. I would not recommend this company!”
“I recently had an extremely frustrating experience with esure’s customer service via webchat. I attempted to cancel my policy due to a price increase, only to be met with dismissive responses, contradictory information, and a complete lack of empathy.
Inconsistent Information – The agent initially said complaints could be logged but later refused, claiming company policy. No complaint reference was provided, making it impossible to track.
Lack of Empathy – Rather than addressing my concerns, the agent repeatedly stated “this is how esure does things”, showing no effort to assist or acknowledge my frustration.
No Proper Complaint Process – I requested written confirmation of my complaint but was told esure does not provide email support for complaints, forcing me into a callback I didn’t want.
Unprofessional & Dismissive – The agent’s tone was unhelpful, and I was given no flexibility or alternative solutions. As a customer service manager myself, I was shocked by the lack of professionalism.
Overall, esure’s service was rigid, unaccommodating, and made an already frustrating situation worse. I’ll be taking my business elsewhere and raising my concerns with the Financial Ombudsman. Avoid if you value good customer service!”
“Hopeless claims system, lousy Comms. Telephone contact takes over an hour and response poor. Appears to be remote non UK call centre never again regardless of price”
“Avoid at costs. Customer service is totally non responsive. Had to drag them all the financial ombudsman and even still they are being deliberately obstinate and trying to evade responsibility.
I dread to think how they would resolve a claim fairly and feel sorry for anyone involved!”
“I changed banks and unfortunately one payment was missed due to my current back not notifying them. I tried to call them to make payment and they cancelled my home insurance. Please avoid.”
“If I could give zero stars I would. Been with Esure for a number of years and only had contact at renewal time.
Phone number on website is wrong. Can't get through they send a link to your email which does not work. Takes ages to speak to an actual human.
Claim from October still not sorted. Had no communication whatsoever.
Great price for insurance but AVOID AVOID AVOID”
