“Esure Broker are obstructive thieves! No notification of an Auto-renewal was received, no physical documents received. I just received notification of a ‘finance agreement’ from Close brothers so I ended up with duplicated cover. This duplicate policy was then cancelled within the cooling off period and but still Esure Broker apply rip-off Admin charges. I spoke to ANDY and AVRIL at Esure broker. Both are highly efficient in ripping customers off and unapologetic for doing so. You will have to go to your bank to get your money back as CLOSE BROTHERS will only process a refund of the double charge if ESURE BROKER agree to this. Clearly it’s a commercial tactic that they calculate many customers won’t bother doing this and ESURE BROKER get away with stealing your money. My advice is to avoid this outfit and you will avoid a whole heap of trouble!”
“Rang up to cancel a deposit for insurance. Despite paying by card they insisted I could only be refunded via cheque which takes 7-10 working days??? It’s been 5 days now without a cheque. Unbelievable.”
“Called today to settle outstanding balance on my sons cancelled car policy no issues at all didn’t have any GDPR issues very smooth transaction excellent customer service”
“Unhelpful staff, charged £58.00 "admin" to cancel my insurance that I only had in place for 12 hrs and the insurance policy had not even started. Called three times to ask for a confirmation email.... Poor customer service. Dont give clear information. Certainly would not recommend.”
“I received a letter today basically asking for information and threatening to cancel my insurance - which I do not have with this company and I have never contacted them regarding motor insurance. Indeed I have never heard of them.”
“I WILL NEVER USE THIS COMPANY AGAIN AND CERTAINLY DO NOT RECOMMEND TO ANYONE!
I had a policy renewed by them starting on 03/09/17. As I found another insurance that was charging me less than half of what they wanted to charge me, I decided to cancel this insurance. On 09/09/17 (within the 14 days right to cancel) I rang them to cancel the policy. I was informed it was OK to cancel and that I had to pay £30 as a cancellation fee, so I did cancel and paid the fee. Now, in February/18, I started receiving text messages from a company called CRS (debt collectors company) and when I phoned them to enquire what was that about, they informed me that it was a debt of £150 to Esure broker for cancelling a car insurance policy. When phoning Esure Broker to enquire about it, I stayed on the line for about half an hour before someone bothered to answer the phone and when I finally did manage to speak to someone they said it was because I've cancelled the direct debit and the first payment of £93.33 did not go through. I said yes, because I had cancelled the policy and as far as I'm concerned I do not own you anything, but if I do, it will be the equivalent of 7 days cover only and not the full amount of the first payment that was more than the normal monthly payments. Besides, I was never informed of any outstanding values on the policy, no letters received no breakdown of costs or anything. I will definitely contact the Ombudsman about this matter as this is not the correct way of doing business and treating customers. I believe my consumer rights had been violated in a very serious way and will not rest until this is put right.”
“My car was damaged while in Manchester. I made a claim against the other driver and was told to have a hire car while mine was in the garage. All fine until my insurance renewal when I had lost all my no claims bonus without being informed or told this might happened. I was disgusted with the service I received as the accident was not my fault and I wasn't even in the car. I will never use this firm again”
“My husband had gone out and was checking his email only to find his car insurance with Esure broker had lapsed and they had not renewed. He had received all the documentation and his premium had not increased by much so he decided to go with it. The note said the do not do anything and you will automatically be renewed.
He immediate got on to the co and when he was finally answered a very snotty young man without even a Good morning said systems are down and we can't do anything without even hearing my husband and his problem my husband tried to explain and the man said we could not process the payments. But no one from the co had bothered to contact us to let us know they just let it lapse. The young boy then said the premium would increase now anyway. Husband was furious and drove the mile home uninsured was mortified and now trying to sort alternative insurance. DO NOT USE SCAMMERS!”
“E Sure cancelled my insurance . I paid the premium in full for a year, but unknown to me, was running around without insurance for 3 months. They said they had sent me letters but I never received any, they couldn't phone me or E mail me. I have this stigma hanging over for ever. I wouldn't use them at all.”
“Esure Broker charged us a £65 cancellation fee which was not in the original documentation. (Our car died - it was old, so we had to cancel.)
To contact customer services they ask you to phone a no. which charges 5p a minute. They don't answer in a hurry.
I wrote a letter (not wanting to incur a huge phone bill waiting to get through and then talking to some poor call centre person who has no idea why I've been wrongly charged.) The letter was not answered and after just the single request for £65 it was escalated to a debt collection agency and increased to £139. When we heard from debt collection company, I tried esure broker's customer services by email copying my letter that had been ignored. They replied with a pat answer saying the fee was £65.
We decided it's not woth the hassle, so to pay the £65, but post suitable reviews. They say you should ring the same no. to pay, which I tried but gave up after a few minutes on hold incurring fees, so I've posted a cheque. Hope that works. If not I will escalate to Financial Ombudsman.
We did have one claim and that was dealt with OK, but that's down to Covea, the insurers, rather than the broker.”
