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esure: Car insurance reviews

Name: Car insurance
Rating: 2.09 (400 reviews)

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1.74

Based on 400 reviews, last reviewed 15th Aug 2025

No new 5 star reviews

in the past 90 days

63% decrease in 1 star reviews

in the past 90 days

18%

10%

66%

Latest highest rating:

5

I have not had to claim on E-Sure but my experience... I have not had to claim on E-Sure but my experience has been straight forward so far. Reviewed on: 14th October 2024

Latest lowest rating:

1

Ensure owe me £1,200 Ensure will not return my 2024 car insurance also my 2025 . They took this money out of my bank £496 . Then they took £831 for 2025 . I had used anoth... Read more Reviewed on: 15th August 2025

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About this product

esure car insurance has two options for cover: esure and esure Flex. esure Flex has increased coverage inclusions and higher limits.

You can choose from third party, fire and theft or fully comprehensive esure car insurance and boost your cover with optional extras. These include legal protection, breakdown cover and car hire benefit.

esure car insurance reviews help you find out what it’s really like to be a customer. If you’ve used esure before, you can also leave a review and share your experience.

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esure Car insurance reviews (400)

Ensure owe me £1,200

Ensure will not return my 2024 car insurance also my 2025 . They took this money out of my bank £496 . Then they took £831 for 2025 . I had used another company for the last 2 years. So that meant I paid twice for my car insurance over 2 years. I sent proof of my insurance for the last 2 years with another company. The S African girl said it would be refunded. The 2nd S African girl said it was going through. The 3rd S African girl said I will sort it out . This is stealing . They have had some of my money for a year. Never go with this company as I’ve never had any other company in 50 years cheat me out of MY MONEY. I now have to wait another 7 to 10 days to see if I get my money back.. Reviewed on: 15th August 2025

Worst Insurance Experience

If you want peace of mind when something goes wrong, avoid esure. My car was stolen and recovered on 3rd July 2025. I reported it straight away, gave them every document and answer they asked for, and expected my claim to be handled quickly. Instead, here we are over a month later and nothing has been resolved. My case handler, Chloe Gardner, has not provided clear updates or a realistic timescale for resolution despite my repeated follow-ups. Communication has been minimal and vague, leaving me completely in the dark. This delay has ruined our summer holiday plans, as we were supposed to drive to Europe. We’ve been left stuck, stressed, and without the car we’ve paid to insure. I trusted esure to be there when I needed them. They’ve shown me they’re happy to take your premiums, but when you make a claim, be prepared for long delays, poor communication, and endless frustration. Reviewed on: 11th August 2025

Read their general policy guidelines!

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. Despite only having moved into the house 2 months ago with no way to know of any hidden defects, esure immediately denied my claim, citing “poor workmanship” from a previous owner and apparently they don't cover for that. 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 discovered when I rang to check when a Manager would be calling me. I’ve since sent in a written complaint and have asked simply for a receipt that this has been received, and have followed up multiple times but still not received any acknowledgement of this. I am without a properly working bathroom and can’t carry out repairs without fear of invalidating my cover, but I am aware that they can take up to 8 weeks to reply. They are aware that I only have the 1 bathroom and that this is not in full working order. 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 - they may not all be on there. Check their general policy for the fine print. Reviewed on: 10th July 2025

Very bad .

Very bad . No cooperation . Many people advised me to not buy insurance with you but I still did and really bad experience with you Reviewed on: 22nd May 2025

I’ve changed car so changed it on policy so my new c...

I’ve changed car so changed it on policy so my new car gets covered. When phoned them first time to swap cars on policy she typed reg number incorrectly, model and value of car, results in trip of 150 miles without insurance even I’m paying premium. Had to call them again to get it right, someone else corrected. Because I’ve added security features to my car had to call them again to let them know, even I’ve paid £1500 to secure car my premium didn’t change but what’s most important they didn’t even bother to note it on their system and couple days later found out that there’s wrong model on my policy again so had to call them fourth time to resolve that. I made complaint and said to them I’m on holidays and I’d like to speak to complaint department when I’m back, of course they didn’t listen and started bombing me with phone calls very next day. This company should have license revoked. For your own sake keep away fro this people. Reviewed on: 21st April 2025

They should get 0 stars!

They should get 0 stars! Absolutely hideous company with no common sense. Claim happened due to someone reversing into me, I provide evidence from my door camera of him even admitting his fault and kicking the side of his van! This still didn’t get settled the whole time I was with them and is now with their solicitors going to court? What a waste of time! I have all the evidence and sent to solicitors who then lost it and I’ve had to re-send it all. Whilst with Esure they never do what they say and can barely understand anything. They even asked me whilst on the chat website part as it’s the only way to talk to anyone otherwise you are on the phone for 2hours minimum! They even asked me to provide them with the customer service number of the guys insurance company for them to call for me? Absolute joke of a company yet they can still trade? 18months on and I’m waiting for this rubbish to to court. Reviewed on: 14th April 2025

Esure/ Sheilas Wheels, Shambolic

Esure/ Sheilas wheels are to be avoided at all cost. Months to settle a simple claim. Customer service non existent. Fobbed off, lip service call centre in South Africa. Refuse to put you through to complaints. Intransigence. Without doubt the worst insurance company going. Avoid at all cost. Reviewed on: 10th April 2025

Worst insurance company

One of the worst insurance company ever. It’s been almost over half a year that they are dealing with my claim. Their advisors don’t respond properly over the phone; they don’t answer emails. I have been with other insurance companies in the last 12 years and they all were amazing but this is the worst one out there Reviewed on: 1st April 2025

Expensive and very poor customer service

Wanted to change vehicle and they quoted £650 when the policy only had 6 weeks to run. For a lower price, lower insurance group car with half the power! Instead, I insured with Admiral for £525 for 12 months and got £100 back from esure when I cancelled thir policy. I now have the costs to make changes from Admiral and they are 10 times lower than Esure. Just don't use them - awful insurance company and there are so many better options. Reviewed on: 20th March 2025

Poor Customer Service & Complaint Handling

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! Reviewed on: 10th March 2025

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