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Esure: Car Insurance reviews

Name: Car Insurance
Rating: 2.13 (385 reviews)

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1.71

Based on 385 reviews, last reviewed 10th Dec 2024

20% decrease in 5 star reviews

in the past 90 days

38% 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

Never again, very poor service. Never again, very poor service. Reviewed on: 10th December 2024

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About this product

Here at Smart Money People, we collect Esure car insurance reviews from genuine customers to help you make an informed decision when selecting your next provider.

Esure was founded in 2000, but quickly grew. As well as selling insurance policies directly to customers, by 2011 it also allowed insurance brokers to sell its products too. The company offers car, home and travel insurance policies, with varying levels of cover available when insuring a vehicle. Esure also offers a multi car policy and insurance for electric vehicles.

Are you looking to insure an electric car? See what our Smart Money People community have to say about Esure’s electric car insurance by checking out the reviews. Perhaps you need cover for your car key, or want the security of misfuelling cover. What about legal protection, or breakdown cover? Whatever you need from a policy, read the Esure car insurance reviews to see how real customers have rated their policies with the brand.

Have you had a car insurance policy with Esure? Consider leaving an honest review to help us increase trust and transparency in financial services. Tell us how you found the sign-up process - was it simple, or did it perhaps take slightly longer than you’d anticipated? Were you satisfied with the cost of the premium for the level of cover you received? Did you have to make a claim, and if so, how well did Esure deal with it? Write an Esure car insurance review today to help other drivers just like you.

Esure Car Insurance reviews (385)

Review of the Esure, Car Insurance:

AVOID AVOID AVOID!

Had a drunk driver crash into my parked car outside my house on 20th August. After an initial phone call all that happened was the offer of a courtesy car. I really didn't want to lose my car to write off so really wanted to wait and see what their damage assessment would be etc before being locked into a claim with them. Fast forward 4 weeks and absolutely zero contact from them. Finally after writing a bad review on Trustpilot they got in contact. Had taken my car to a local place for assessment of damage which I have shared with them. Two weeks later and just more radio silence from them. Utterly useless - how they are a "service" I have no idea. Will NEVER insure with eSure or other companies owned by them again even if it's the cheapest option. AVOID AVOID AVOID! Reviewed on: 6th October 2024

Thieves: Do not give them your bank details

My car insurance with esure expired in November 2023. It was confirmed to me clearly in their renewal opt-in email that it was a non-renewal policy and would automatically end if no action was taken. Well, e-sure then took payment for another year. This payment was higher than the quoted amount. The customer service agents claim not to have my information on their system so cannot speak with me about my money that they took. On other occassions such as just now on the 5/2/2024 I was on hold for 50 minutes, then the hold music stopped, silence ensured for 45 seconds then someone disconnected the call. I have also followed their complaints procedure, but they do not follow their own complaints procedure which means the information on their website is false and entirely misleading. Upon sending an email to [email protected] you receive no receipt acknowledgement which is shoddy and suspicious. Do not give this company your money or bank details. If so do so at your own peril, frustration and disappointment. Reviewed on: 5th February 2024

Unbelievably poor customer service.

Unbelievably poor customer service. Something has gone very badly wrong with this company. I have been with them for a long time and when I was hit by another driver many years ago they were very helpful. However at the start of last year I was again hit by another driver. Despite my being stationary at the time of the incident, they found us equally at fault and pushed through a claim for repairs. Then, months after the repairs were completed, they emailed me out of the blue saying they were having trouble settling the claim with the opposite number's insurance company, and asking if I wanted to take it to court. Naturally I needed to discuss this on the phone but after multiple attempts where I was on hold for TWO HOURS before being cut off by their own system, I gave up and made a formal complaint. I have now cancelled my renewal and gone with another company for the new insurance year. Needless to say, nobody has ever followed up or attempted to resolve my complaint. Avoid, avoid, avoid. Reviewed on: 3rd February 2024

Avoid Rubbish and very poor

Firstly I would like to express how much frustrated I am now from your service. I had an accident on the 19/01 and I informed you about it. Secondly you waiting time to answer a call is probably the worse in the whole UK as I don’t think customer should be waiting that much time to have his call answered. After I informed you about the accident, some lady said that the recovery will come to pick up my car on that day as it is not safe to keep in on the street with a glass broken. Nobody came. After I provided you a pictures of the damage, you sent me an email that Copart will come take my car as it is not repairable. Same story, nobody turned up. I called again, waited over 1 hour, just to hear that someone will phone me back. This also never happen. After that you said that some garage is going to pick my car and assess the damage. Till now nobody came, 2 weeks I am without car. I was keep calling you as I can’t drive the car, I have kids and I have to make a daily school run with them . Again , complete ignorance from your side. You provided me with the details of the garage. I called them and they said it will be at least one week before they assess the car as they are busy. It is just not acceptable! You left me without car for two weeks and still you are running from responsibility. I asked you to provide for me courtesy car, you keep saying that when the garage assess my car first. Today I have to go and rent a car as you just simply don’t care! You are not providing me with the service I paid for !!!! This company is just a scam who steal money from people with an empty promises!!! I am waiting for an answers from you. I’m gonna send complaints to ombudsman , and every possible place. Reviewed on: 2nd February 2024

Very poor customer service.

Very poor customer service. If you like to deal with robots go for it. Waiting time for customer service is ridiculous. Waiting time for chat is unbelievable. You can’t get anything done with one call. You might need to call few times. Reviewed on: 2nd February 2024

Worst insurance ever

Worst insurance company ever to go with, 4 times they've average changed my claim settlement payment , and they still havnt got it right Reviewed on: 1st February 2024

80% increase in renewal quote no explanation.

80% increase in renewal quote no explanation. no claims no change in circumstances .Tried to call no operators available .20 min wait to chat only to get a standard reply that quote cannot be changed if you find cheaper quote elsewhere just cancel, terrible customer service . Normal rise is currently bad enough Stan average of21% but 80% is ridiculous customer deserve an explanation Reviewed on: 1st February 2024

Absolute joke from start to finish.

Absolute joke from start to finish. Car was stolen from outside my house- arguably, that wasn’t the most stressful thing to have happened- dealing with ESure was. Waited over an hour on hold, finally got through to someone who took all the details and booked in a call with the theft department for 9:30-10:30 the following morning and I was told a call from Enterprise for the courtesy car would follow ‘any time now’. This was at 9am. By 3pm, I hadn’t heard from Enterprise so gave them a call directly as I was without a car. They hadn’t received the referral. Spent another hour and a half on hold to ESure who said they had not sent the referral properly but would do it now. Raced to get a car from Enterprise after waiting around all day, just before closing. The following morning arrives and 10:30am comes and goes and there is no call from the Theft Department. Spent another 90 mins on hold only to be told that they were unsure as to why I didn’t get a call but the only option would be to book it in for the following day at 11am. After much arguing, I reluctantly agreed and went about my day, only after having to repeat all the information I had previously given as it hadn’t been recorded . 4pm the same day arrives and I receive a call from an agitated member of the theft department demanding to know why I hadn’t answered my phone for the call at 4pm. When I explained it was actually booked for 9:30 that morning she said they don’t take calls then and I was mistaken. I forwarded her the confirmation email and she didn’t apologise, just said she’d ’pass it on’. We conducted the interview (where I was made to feel like a criminal) and then I forwarded the documents on that evening. Over 2 days I’d spent well over 6 hours on the phone to ESure. We were told that once the documents had been sent over, it would be approx 4 weeks for a settlement to be agreed. Car hire is only for a max 21 days (told absolutely no chance of extending) so is virtually useless in that regard! Chased them after sending documents over (knowing how useless they are) and was told that they hadn’t received any. 5 attempts later, still received nothing. Not sure a generic email inbox is the best way to deal with thousands of claims and personal documents. Contacted them daily through the live chat function (actually pretty good and much better than waiting on hold for hours on end). We were given countless contradictions and vague responses, asked to provide pictures of the damage to the car when it had been stolen, not damaged. We were told the contents email we had provided three times could not be found and that they would not be contacting us about a settlement claim as they were waiting to see if the car had been recovered- the police had closed the case! Nobody was looking for the car so it wasn’t likely to be recovered. It appears they were sticking an arbitrary time frame on it just to stall the pay out process! After I’d had enough, I emailed every member of the senior leadership team and got a relatively prompt response from the CEO of Claims who put me in touch with Donna. She agreed to extend my car hire and chased the claims department and was the one good cog in a failing machine. It’s now the 30th January and they have just offered their final settlement- nearly £3000 less than market value. We are now going via the Ombudsman and will be contacting BBC Watchdog as their processes are so poor and we know we’re not the only customers to have had issues. If you can afford to go with a more reputable brand, I really do urge you to do so. Reviewed on: 30th January 2024

3 hours trying to contact customers services!

3 hours trying to contact customers services! All because they messed up my direct debit and when informed them of this, they did it again!!! Trying to cancel auto renew is also a trial so do yourself a favour and go elsewhere! Reviewed on: 30th January 2024

Worst customer service long wait.

Worst customer service long wait. Poor online support Reviewed on: 29th January 2024

eSure are impossible to get hold of and harass you

eSure are impossible to get hold of. They don't respond or confirm contact via email, their online account systems don't work, and every time I call I have been on hold for 2 hours then cut off. After the end of my 12 month insurance contract, they're now harassing me because they auto renewed my contract and want an extra month. Reviewed on: 29th January 2024

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