Horrible service

I have home insurance and home emergency cover with Esure and their response is very disappointing. After raising an emergency case for plumbing through the home emergency cover channels in the morning, they quickly took payment of the excess... Read more

I have home insurance and home emergency cover with Esure and their response is very disappointing. After raising an emergency case for plumbing through the home emergency cover channels in the morning, they quickly took payment of the excess (something which I haven't had to pay for any previous home emergency cover) but then lost interest.

Having been told to wait for a call from a plumber, it never came so three hours later we called Esure back and was told they would put it through again and to wait for a call. Two further hours later with no response I called the plumbing company that Esure supposedly assigned to our case and they told me they had no record of it. So yet another call to Esure and they inform us that they never sent the case through and that they won't be able to get anyone out today anymore. So after a full day and many repeated calls to Esure, we still don't have any idea if they are sending anyone out and will have to continue struggling with the situation tomorrow. Horrendous service in response to an emergency, the only thing they have managed to do was take payment of the excess and waste a lot of time.

Reviewed on 10th July 2021

MB

Not a good insurer very bad!

It doesn't follow the contents of there home insurance policies. This company should be investigated as they are not following there policies.

Reviewed on 12th May 2021

Bernie

Esure

Ensure home insurance police its not worth the paper it's written on

Reviewed on 2nd March 2020

Stephen

Poor terms and conditions Rejection and unfairly treated.

When you take out insurances gives you peace of mind right! well this company is not honorable one, the terms and conditions said underground services covered nice big green tick, accidental damage terms suddenly changes dependant on your... Read more

When you take out insurances gives you peace of mind right! well this company is not honorable one, the terms and conditions said underground services covered nice big green tick, accidental damage terms suddenly changes dependant on your claim.
We had a blockage and as a reasonable home owner got a company in to clear the block, he advised a CCTV survey that revealed a scaled pipe made of cast and would need cleaning well they broke it accidently but you guessed it wont pay out due to wear and tear, what constitutes wear and tear and accidental damage as the definition of accident is a cause! they made up their mind on first contact feel very let down. I had two car insurances and home insurance that all had gone up on renewals every year, but beware this company also owns other companies under the same umbrella. A blocket toilet ended up costing us £2000 :(

Reviewed on 25th October 2019

Mike Tigerman Hart

Problematic

They mucked up my payments after I called to change my name. When I called to complain I was told that because they were due to close in 5 minutes there was no team leader or manager available and they didn’t have a complaints process! I emailed my c... Read more

They mucked up my payments after I called to change my name. When I called to complain I was told that because they were due to close in 5 minutes there was no team leader or manager available and they didn’t have a complaints process! I emailed my complaint (turns out they did have a process) and everything was sorted and I was compensated. Unlikely to use them when I renew.

Reviewed on 5th September 2019

suef27

Good cover

Great cover, good prices and good customer service

Reviewed on 16th July 2019

Laura Mason

Stay well clear of esure

Please beware of this insurance company! You will be hugely disappointed by their claims process for the most ridiculous and minor technicality. I recently made a claim for accidentally losing my wedding ring whilst on holiday. My wedding ring was... Read more

Please beware of this insurance company! You will be hugely disappointed by their claims process for the most ridiculous and minor technicality. I recently made a claim for accidentally losing my wedding ring whilst on holiday. My wedding ring was valued slightly over the policy’s single article limit (only £20) and I thought there was cover in place to at least that single article limit. As a result, Esure has rejected my claim and I am now at a loss as they will not pay out on anything as I was penalised for not itemising this ring. It’s a very expensive mistake as Esure showed no sensitivity or compassion at all for my unfortunate circumstance. It’s very upsetting and stressful losing something of great sentimental value and this was made worse by Esure’s rigid and unforgiving claims process. Hard lessons:- Don’t go for the cheapest insurance, always check your cover thoroughly and stay well clear of this insurance company!

Reviewed on 6th October 2018

Mark

So far so good

No complaints. Great service and very helpful on the phone

Reviewed on 22nd September 2018

Erika

A friend in an emergency

Had a water leak through the ceiling from a pipe, called emergency line at Esure. Plumber was round in 1-2 hrs, pipe patched up in no time at all with minimum damage. It could have been a lot worse, but Esure made the process easy.

Reviewed on 29th July 2018

Adrian Trevelyan

I am changing from this company just havent got around to itbyet

I phoned them 2 weeks before Christmas tomsay my heating isn't working I spent hours trying to get through to them different times of the day.. thus was on the Friday was told no one can come till Monday which they did was told it had to have a part... Read more

I phoned them 2 weeks before Christmas tomsay my heating isn't working I spent hours trying to get through to them different times of the day.. thus was on the Friday was told no one can come till Monday which they did was told it had to have a part but ensure said I had to pay I then phoned ensure myself and was told the same thing
Though it was £198 I never had it I am 80 years old and struggle on my pension as it is in explained this to ensure and was told its my problem,
Well the company that came out were so kind but there policy was they couldn't accept post dated cheques but as i was without heating and wouldn't be able to get the money until my pension went into my account for weeks they kindly took a post dated cheque otherwise i would have been without any heat for 3 weeks and at 80 years old they wouldn't see me suffer and a really kind manager from the company Came to my house and gave me a heater as the part they wanted had to be ordered .I would recommend this company to anyone but as for ensure would advise any not
go with them.I have been with ensure years and surely they could have covered the part thstbwas needed.
Doreen Broom

Reviewed on 21st March 2018

Doreen Broom

Not recommended company at all

Friendly advice for any ensure customers , first of all never answer the phone or if they do then they answer after 10 minutes of waiting. Sometimes when trying to cancel or renew a policy they don't have a insurer & also need to watch out of the... Read more

Friendly advice for any ensure customers , first of all never answer the phone or if they do then they answer after 10 minutes of waiting. Sometimes when trying to cancel or renew a policy they don't have a insurer & also need to watch out of the automatic renewal when the policy finishes. Without any contact the company Ensure automatic renewal which is bad because they did not email me or contact me in any way before the automatic renewal happened.... Thanks for rip off

Reviewed on 6th January 2018

vilius

MOST DISAPPOINTING SERVICE

Will be changing my insurance company.

Reviewed on 21st December 2017

Doreen Broom

Waste of time

Had a leak in the bathroom which caused our kitchen ceiling to collapse causing a huge 2 metre hole , when we tried to claim we were told we had to pay Σ350 excess and await their plumber who would DECIDE if they would repair the damage to the c... Read more

Had a leak in the bathroom which caused our kitchen ceiling to collapse causing a huge 2 metre hole , when we tried to claim we were told we had to pay Σ350 excess and await their plumber who would DECIDE if they would repair the damage to the ceiling as it probably won't be covered !!!!! We have never had a claim in 11 years wont be using them again

Reviewed on 24th November 2017

Anonymous

TRUSTED AND HELPFUL

When my central heating broke down, I made a mistake and called out a plumber from yellow pages and cost me a bomb. The boiler failed again and I rang ENSURE insurance and they told me I should have called them as I had emergency cover. They arranged... Read more

When my central heating broke down, I made a mistake and called out a plumber from yellow pages and cost me a bomb. The boiler failed again and I rang ENSURE insurance and they told me I should have called them as I had emergency cover. They arranged an engineer who came quite late at night and sorted the heating out. I had follow up calls from the Engineer's & insurance company to make sure my central heating was working. The engineer checked all my radiators. Thogh he was only a young guy he had a lot of experience.

Reviewed on 1st October 2017

LORNA WILSON

No fuss

I have never had to claim but have called with queries. The phones were answered quickly, the customer service is polite, efficient and friendly.

Reviewed on 11th September 2017

Michelle Shelley Bruce

Love the emergency cover

Great value and love the free home emergency cover. Had cause to use this twice, once for blocked drain and again for a faulty boiler. Both times the matter was resolved hassle free and very promptly. As this was a bolt on service these claims didn't... Read more

Great value and love the free home emergency cover. Had cause to use this twice, once for blocked drain and again for a faulty boiler. Both times the matter was resolved hassle free and very promptly. As this was a bolt on service these claims didn't effect my no claims at renewal either.

Reviewed on 24th August 2017

Christopher Harwood

Not great

Freuatrating that changing your details results in such high admin costs

Reviewed on 23rd August 2017

John Shepherd

Good but not the best

My renewal was a lot more, even though I'd made no claims and been with them for yours. However after looking on comparison sites, my renewal was still cheapest.

Reviewed on 1st August 2017

KERI LEE

Laptop not covered due to insufficient damage

Knocked my laptop of the table and it... Read more

Knocked my laptop of the table and it died.
Had it insured specifically cos its expensive. They took it away and after a few days i was told it wasn't covered as it was "wear and tear, deterioration over time mechanical failure." This happened at the same time the laptop hit the ground.....which was convenient for them. If it had physical damage then maybe they could say it was a result from that but unfortunately for me it landed on its bottom and whatever broke inside was undetectable by them so basically tough luck. Though I should feel free to pay someone else to look at it and then esure will have the same people who looked at it the first time check it again. If i had the money to pay other people to look at it then I would have rather than rely on them.
So glad I paid for the extra cover.
No wonder the forums online say "if its broken, make sure if you send it to them with enough damaged so they cant weasel out of it."
Honesty gets you nothing.

Reviewed on 29th July 2017

kevin ross

Waste of money for specified items

Knocked my laptop of the table and it... Read more

Knocked my laptop of the table and it died.
Had it insured specifically cos its expensive. They took it away and after a few days i was told it wasn't covered as it was "wear and tear, deterioration over time mechanical failure." This happened at the same time the laptop hit the ground.....which was convenient for them. If it had physical damage then maybe they could say it was a result from that but unfortunately for me it landed on its bottom and whatever broke inside was undetectable by them so basically tough luck. Though I should feel free to pay someone else to look at it and then esure will have the same people who looked at it the first time check it again. If i had the money to pay other people to look at it then I would have rather than rely on them.
So glad I paid for the extra cover.
No wonder the forums online say "if its broken, make sure if you send it to them with enough damaged so they cant weasel out of it."
Honesty gets you nothing.

Reviewed on 29th July 2017

kevin ross