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Esure: Car Insurance reviews

Name: Car Insurance
Rating: 2.11 (393 reviews)

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1.70

Based on 393 reviews, last reviewed 1st Apr 2025

100% decrease in 5 star reviews

in the past 90 days

60% 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

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 ... Read more Reviewed on: 1st April 2025

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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.

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Esure Car Insurance reviews (393)

Where to begin.

Where to begin... Recently I was involved in an accident by a drunk driver. The at fault drive fled the scene of the accident on foot and I was taken to the hospital due to myself being trapped in my car. Phoned Esure the next day to inform them of the situation and it took me over 1 hour to get through. They kept asking me the drivers name and reg plate even though I’ve told them multiple times I was trapped in my car and couldn’t provide these details at this moment in time. I gave them the police log number and crime number. They couldn’t phone the police themselves due to the fact they wasn’t based in the UK, so 101 was out of the question. I had to chase the phone numbers down for them and the police for the at fault drivers car reg but wouldn’t be able to get his name due to data protection. They did inform me saying the insurance can contact them with the log number to chase down any additional information but they can do the reg plate check for these details and where the car was being stored. Another 2 hours on the phone with Esure informing them about all this new information and still they didn’t update the system. I then had to chase things down again by contacting one of the police officers that was at the scene about where the car was.. another 1 hour trying to get through to Esure, I informed them of this. They stated they would inform copart to pick up the vehicle to assess the damage. I asked about a rental yet they stated they have informed enterprise cars. yet... phoned enterprise and they informed me that my insurance Esure asnt sent the correct details over! Yet again I had to re phone Esure with the ridiculous wait times to sort this. All I get is yeah we will sort it and nothing ever happens. Luckily for me the at fault driver Insurance phoned me stating there driver took full responsibility and if I wanted them to deal with the claim...YES 100% I got a rental the next day and they have chased up everything... re phoned Esure to Inform them about this and to close the claim down on my side so they could take over.... 1 week later they still haven’t closed the claim after hours and hours spent informing them to close it. All I got was there is a technical error. I have now just cancelled the insurance and paid the fee just to get away from these people. My stress level was so bad throughout this traumatic experience that I had to go to the doctors for medication. Please for God’s sake do not go with these guys. They make it so easy to join them and suck you in with cheap quotes, but my god the customer service is shocking. Avoid like the plague Reviewed on: 26th January 2024

This company doesn’t even deserve 1 star!

This company doesn’t even deserve 1 star! I was in an accident that wasn’t my fault back in Oct 2023 and months later after my car was fixed by the party at fault, Esure Flex email me to tell me I was at fault! Since then I have continuously contacted and spent days getting this resolved with still no luck! I mean come on my car is fixed and I even contacted the other parties insurance who said they have admitted liability and have taken it all on, my car was even fixed at the garage I chose! Anyway, I am still at a loss. Frustrated and drained with their horrendous service and even doing their job for them! I emailed with the chat trail explaining how I will be going to the Ombudsman with still no reply over 2 weeks later! The lady on the chat even asked me for the other parties insurance company contact number! Absolutely ludicrous! STAY CLEAR AND PAY MORE EVEN JUST FOR YOUR OWN SANITY! Reviewed on: 24th January 2024

Dreadful customer services, impossible to talk

I never needed to claim etc but they are impossible to get in touch with…long, long queues and banal auto-generated messages about how busy they are and they’ll be with me soon……waited for hours. Reviewed on: 23rd January 2024

WitWithout any value at all.hout any value at all.

Without any value at all. 5 hours on the phone this week hours and on two hours chatbot (7 hours in total). What was I trying to do - discuss renewal. They claim you cannot discuss renewal during re-newal period. Joke - you cant discuss re-newal at all. You mention an official complaint two operators (African location I think judging by 15 letter first name. still hung up on me after I had both of their names) Just hang up on you. Called Admiral picked up in 30-seconds, English speaking professional, organised the policy cheaper in 6-minutes. Reviewed on: 22nd January 2024

CUSTOMER SERVICE DOESNT EXIST HERE!!! DO NOT USE

Quite simply the worst customer service facility I've ever experienced. No ability to cancel auto renew without speaking to a member of the customer service team. The problem is, they don't exist!! I've spent two long stints in the online queue and over 45 mins in a telephone queue. No email, no ability to request a call back. My renewal quote from Esure is over £200 more expensive than an alternative provider. Reviewed on: 18th January 2024

impossible to get hold of them.

Well, impossible to get hold of them, for nearly 5 days, they never answer calls, you call them, and you're on hold for 2 hours and then they cut you off. Nobody is that busy, and the left doesn't know what the right is doing. Rude, incompetent and very unprofessional. Reviewed on: 11th January 2024

Customer no service

If you take your poloicy out online they will not speak to you. The update payment method does not work and the chat is taking 20 minutes to start and 6 minutes per response. Reviewed on: 9th January 2024

Avoid like the Plague

Used to be okay in the past. I've used them for many years but now it's IMPOSSIBLE to deal with them. Their online portal promises easy claim submitting but after 3 days of trying I resorted to the phone & waited an hour to speak to someone. I had extra hire car cover but it was never forthcoming. Once submitted I tried online chat to get updates but had to wait at least 30mins each time for a response that gave me no info. Eventually I was told my car was written off but I'd have to speak to the engineers to get a value. After three days if phoning, negotiating tedious & annoying menus,waiting and getting cut off - I finally spoke to an engineer. He told me he couldn't deal with my type of claim but gave me a number he promised would get me straight through to the right dept with no wait. It turned out to be the General Esure switchboard! Cue more waiting and constant messages telling me how it'd be easier if I went online (it's not) and how my call is important to them (it's not). I finally spoke to an engineer who told me someone else was dealing with my claim and she'd get back to me. (She Hasn't). It's now 20 days since the accident. I have no car, no hire car, no idea of the settlement amount for my car and no more patience. What a shower of shite! I will NEVER use them again. Reviewed on: 8th January 2024

They've rid me of my consumer rights

Had a bump in a car park, was blatently the 3rd party's fault. They've ruled that it was my fault. I've been advised to contact the 3rd party team in order to dispute fault. It is impossible to contact them. Spend up to 5 hours in the call queue, only for the call to disconnect at a random point. I've been trying most days for weeks to get through to someone in addition to sending many, many emails to various addresses that I've been given and to which I get zero responses from any of them. No clear complaints procedure either. The 3rd party has had the scratch repaired on their low value car, I've lost my NCB and they've sent me a renewal quote for more than 3x what I paid last year. I've been rid of all my consumer rights including my right to appeal liability. I will be getting the FCA involved and suing. Absolutely disgusting way to treat a client. Reviewed on: 7th January 2024

It’s impossible to get through to claims department

It’s entirely impossible to get through to them over the phone in the claims department. I have phoned several times, waited for up to an hour and still didn’t manage to speak to anyone! Reviewed on: 5th January 2024

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