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... 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. Read more Read less

Created an account just to warn others of this company. Bought our year of home insurance outright for a reasonable price. As most people do,... Created an account just to warn others of this company. Bought our year of home insurance outright for a reasonable price. As most people do, never thought I would have had to claim so didn't do my research. Unfortunately the high winds and snow caused damage to our roof and we had a company out straight away to review and repair the damage. It was leaking through into our bedroom and growing by the day. Paid outright then to get it done and then filed our claims with loads of supporting evidence we had asked the contractors to take. A reviewer came round 2 weeks later and poked around for 15 minutes at the completed work and gave the gem "I can't see any damage", then proceeded to tell us we overpaid and left. Waiting for a response and about 6 weeks later our claim is just removed from the website without any communication. We're now in the 8 week complaint review period after we contacted them about them neglecting their legal obligation to inform us on changes and show us evidence of any decision they have made. They have a nice website and the app works pretty well. After that they have come across to me as a company doing the bare minimum and hoping you don't know how to fight back or haven't got the time. This is not to mention that their renew quote was X4 the first years which was a joke is itself. Please avoid Esure for home insurance. I did have them for my motorbike insurance for a couple years and they were great but I never made a claim so guess didn't get to see this side.. Read more Read less

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... 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! Read more Read less

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... 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! Read more Read less

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... 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. Read more Read less

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... 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. Read more Read less

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... 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. Read more Read less

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... 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 Read more Read less

Made a claim for boiler breakdown and offered me an appointment 7 days later - not sure how they view this as emergency cover if... Made a claim for boiler breakdown and offered me an appointment 7 days later - not sure how they view this as emergency cover if it takes so long. Takes ages for them to answer phone and then they hang up after 20 mins. Website is poor and doesn’t work either. Read more Read less