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esure: Car insurance reviews

Name: Car insurance
Rating: 2.12 (409 reviews)

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1.87

Based on 409 reviews, last reviewed 9th Oct 2025

400% increase in 5 star reviews

in the past 90 days

150% increase in 1 star reviews

in the past 90 days

18%

10%

66%

Latest highest rating:

5

Superb service Offered a very competitive renewal price, and was able to improve on that more when contacted by phone Reviewed on: 9th September 2025

Latest lowest rating:

1

I've been with esure for about 7 months and seemingl... I've been with esure for about 7 months and seemingly all good till you have to claim. i was informed by the repair centre that they expected me to £1... Read more Reviewed on: 9th October 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 (409)

A mediocre insurance company

Luckily we haven't had to claim yet, but they are mediocre. I hate at renewal where they charge more, but then when you phone them they can get the renewal less. Why not do that in the first place to keep customers loyal? Reviewed on: 15th June 2024

They dont insure you

My wife and I unfortunately had to have a car claim due to storm damage We own a 2016 Ford Focus RS which was damaged when a tree fell on it. First Alternative/Esure are our insurance company who received the car for repairs in January took the car which we thought would be repaired quickly but made major errors to where they took it resulting in us suggesting a more local and professional repairers. My wife and I, being professional people, kept in contact with the insurers (unfortunately the insurers were impossible to contact, maybe because they were working from home) and the garage. After 3 months we were concerned so asked for an update. The repairers said that the correct spoiler could not be replaced or found but they were looking at having it made so we accepted the delay. We spoke to a person called Jeff McLaren at Esure/First Alternative who said he would help. We are now 6 months in and the unhelpful person Jeff Mclaren has said they will return the car unrepaired as they can’t get the part and that is the resolution. Jeff has also said we have to pay for storage if we don’t accept his option?? We have said as our resolution that if the car can’t be returned in the immaculate condition it was and fully repaired, it should be written off and we should be paid above market price for all the factors listed before. We as insurance payers have said that’s unacceptable, our thoughts are why does anyone pay insurance either House/Car/Health if companies can’t actually fulfil their obligations We have lost 6 months of insurance, which has expired and now the MOT has also run out, the deprecation of the car is also a factor. We had already started a case a couple of months ago with the insurance ombudsman and have a case number but it takes time unfortunately. We have been sent a Cheque of £300 from a manager of First Alternative/Esure as he states the way we have been treated is appalling and this case should have been on his desk 3 months ago his name was Mark Williams. Unfortunately, when talking to Jeff McLaren he has said he has spoken to the ombudsman and his resolution was final which seems strange as they have said they have no contact with him in relation to this case. Yours Sincerely Mr &Mrs Welch. The same tree also fell on my car but luckily it was insured via Hasting which is also your group but they were so much more professional Reviewed on: 12th June 2024

Terrible customer service, Bad claim handling team

Terrible customer service, text book written excuse. Very lazy customer services, you will have to wait an hour to speak to the claim team. The company do not have access to the engineers to evaluate the car market value. They will offer silly money for your car, deductions of funds without explanation why are they deducted these funds. You raise a complaint, no one is there to call you and discuss your issue. Their team is all working from home and will put on hold for 20 minutes and disconnect the line and not bothered to call you back. So you will have to call again and wait another 45 minutes to an hour. Terrible customer service experience received and yet waiting for my claim to finalise. So far I have raised two complaints no one bothered to look into it or to call me. I will never recommend Esure insurance to anyone. Reviewed on: 17th May 2024

Lies about most basic things - VERY UNETHICAL

Awful company. The fact that they advertise "UK call centre" but when you call everyone is based in India or South Africa says volumes about their ethics. To lie so blatently about the location of their call centre is really disgusting. I wonder what else they lie about Reviewed on: 15th May 2024

Terrible experience and don’t post on trustpilot or...

Terrible experience and don’t post on trustpilot or they will say your not a customer and even thought you can prove to trustpilot you are they will take down suggestion you are in breach by being paid such as iPad to post the review. Reviewed on: 13th May 2024

Unable to update my policy, forced to cancel

I have just moved house and needed to update my car insurance policy with my new address. My policy was also due for renewal in 3 weeks time. I could not do it online (as the FAQ indicated I could) and when I spoke to an advisor I was told that they were changing IT systems and updating my address was not a functionality currently offered due to the proximity to my renewal date. The only option was to cancel the policy and refund me for the last few weeks of my policy (they did waive the cancellation fee) so now I have to find last minute car insurance before I can drive my car again which is at a higher price because I need it immediately and higher than my renewal quote for esure - who I will never use again. Not impressed at all. Reviewed on: 7th May 2024

Horrible company !

One of their customers hit my van in August 2023. They accepted fault, I gave them everything they asked for and they stopped responding by the end of September. They completely cut contact since, not answering emails or phones. I honestly do not understand how these criminals are allowed to operate in the UK. It's been 3 months since I wrote to their complaints department with no answer. Will claim with the financial ombudsman today, fingers crossed. Reviewed on: 1st May 2024

AVOID THIS COMPANY !

Extremely poor customer service and the way they manage complaints - i.e. they do nothing. Do not buy a policy from them as you will be left to your own and ignored for weeks if there are any problems. My story: I cancelled my policy with an online agent at the end of March and was informed that within 3-5 days I would receive a refund and my policy would be cancelled straight away. More than two weeks passed and I noticed by checking my account that the payment had not arrived. I go to my profile and look and the policy is still active! After spending another hour with another agent I was informed of the same procedure. You wouldn't believe it, but I had to do it a third time at the end of April because they still hadn't done anything! The third agent cancelled the policy straight away because I was not as polite as before, but instead of doing a backdate from the end of March, he did a backdate from the middle of April, despite the fact that the previous agent had promised that the policy would be cancelled from the date I first asked for it. Although I did not agree to this date, the agent ignored me and cancelled the policy on the wrong date and with a smaller refund of course. I wrote an official complaint to them a long time ago. Nobody got back to me. Total failure. Reviewed on: 30th April 2024

Do not trust this company.

Do not trust this company. They do not respond to emails, do not answer calls, and have not paid our company for almost a year. There is no communication, no accountability. Stay away from this Ensure Insurance company Reviewed on: 5th April 2024

esure Claims Process: An Emotional and Mental Ordeal

Following a traumatic burglary, I reached out to esure, seeking solace and support through my contents insurance claim. Instead, I found myself embroiled in a process that has stretched beyond 2.5 agonizing months, each day adding to the weight of uncertainty and stress that has been eroding my mental well-being. Despite fulfilling every exhaustive request for documentation and repeatedly offering my full cooperation, I've been met with nothing but vague promises and a profound lack of progress. The impact of this ordeal goes far beyond frustration; it's a constant reminder of the violation of my personal space, making it incredibly difficult to find closure or begin the healing process. The seemingly indifferent response from esure, coupled with the absence of any tangible progress, has left me feeling neglected and invisible. At a time when I needed understanding and prompt action, I've felt increasingly isolated, battling not just the aftermath of a burglary but a fight for my own mental health. Reviewed on: 31st March 2024

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