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esure: Car insurance reviews

Name: Car insurance
Rating: 2.1 (396 reviews)

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1.68

Based on 396 reviews, last reviewed 21st Apr 2025

No new 5 star reviews

in the past 90 days

450% increase 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

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 incorrect... Read more Reviewed on: 21st April 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.

esure Car insurance reviews (396)

Review of the esure, Car insurance:

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

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

Same as other people on here they have taken my exce...

Same as other people on here they have taken my excess which had been waived but won’t give it me back untill 3rd party admit liability. 3rd party has admitted liability to minster law but ensure say the need more information so they need to get it instead of writing more and more confusing emails they are a waste of space! Reviewed on: 5th March 2025

Charged me £15 just to update an address

Charged me £15 just to update an address, something that could take seconds and be done myself online. Instead you have to spend ages talking to a robot, then talking to customer services. Absolutely won't be renewing next year if they are to treat customers like this. Avoid. Reviewed on: 14th February 2025

Absolutely terrible customer service.

Absolutely terrible customer service. None of them have a clue what they are doing. I have tried multiple times to make simple changes to my policy and get told a different story every time. I almost positive they are using AI and lying as no one can be this useless. God only knows what would happen if you had a claim. Reviewed on: 12th February 2025

Possibly one of the worst insurance companies to go...

Possibly one of the worst insurance companies to go to with. I was in an accident that was found as no fault to me and I paid my excess at the time and was told I would be refunded it once the claim had closed. The claim was closed and there was no communication of anything past that. After I contacted them I was told it would be an automatic refund. Then I was told I had to get proof the excess was paid. Then I was told I had to contact the other persons insurance company to receive the refund. THEN I was told I possibly had to contact a 3rd party insurance to claim the excess back? And finally I was given proof that I paid my excess from Esure that I had to pass on the other drivers insurance company but Esure put the wrong monetary amount on it so then I had to go through the whole thing again to get it amended. You will be left to do all the legwork with this company and don’t expect any communication about anything. I’ve been trying to get my excess refunded for about 3/ 4 months now and I’ve received better help from the other drivers insurance company than my own. I will not be renewing my insurance with this company. Reviewed on: 5th February 2025

If I could give a zero I would

why is that you’re so completely useless? Have continuously mucked up my sons claim, said you were going 50/50 because you couldn’t be arsed to get the cctv offered. Offered a hire car for 5 days once my money had gone in, and now 2 days later say it needs to go back today. You’ve then said that it’s extended until the 31st and then sent me an email immediately to say that it ends today. Do you actually know what you’re doing? I ask for call backs that never materialise. You tell me that you’ve phoned me on a land line which doesn’t exist. You tell me that you’ve phoned me on a land line which doesn’t exist. This has now all been logged with the Financial Ombudsman Reviewed on: 24th January 2025

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