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James C

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Review of the esure, Home insurance:

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Very angry Esure home insurance customer

After being a customer for a number of years, I had to make a claim on my buildings insurance as water had obviously been getting in underneath my conservatory floor resulting in the laminate floor lifting significantly in a number of places. I noticed a build up of moss and a mushroom after moving some furniture on the inside outer wall of the conservatory. On lifting the laminate boards to have a look I found the laminate underlay to be soaking along the majority of the outer wall, there is no evidence of water pipes near or around the base of the conservatory and the guttering is relatively new. The evening after making the claim I received an email saying that the claim had been rejected as my policy does not cove the damage detailed. I phoned an adavisor to ask why because after checking my policy it seemed that water damage due to weather was indeed covered. The advisor told me that there may be water pipes underneath my conservatory and as they did not know where the water was coming from that I would have to arrange for a plumber investigation to determine exactly where the water was coming from. Surely it is the responsibility of the insurance company to arrange for this invest to be carried out to find out exactly what I am claiming for as how the hell am I, as a customer supposed to know where the leak is coming from without demolishing my conservatory at a significant cost to me that as the icing on the cake may provide evidence of damage that may not be covered anyway. Absolutely terrible customer service after waiting nearly an hour for a human to answer to be told BY AN INSURANCE company THAT I AM supposed to carry out the leak invest. Not happy, I will definitly not be renewing my home insurance with this joke of a company. Reviewed on: 11th November 2025

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