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N Aslam

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Review of the Esure, Home Insurance:

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unhelpful and a policy not fit for purpose

For many years I had building & contents insurance for my home.with Esure. I moved house and rented out my home. Ensure did not offer Landlord's Insurance therefore I had to cancel. I rang the number given in the policy and all their literature; no one was available to pick up despite me varying the day and the time I rang. I was put on hold on an average of 35 minutes and when either the blood from my arm drained or the battery on my phone drained, I gave up. It wasn't a free phone number. There was also no address to put my request into writing. I rang the renewal line and got through almost immediately! I explained my situation to a gentleman who said he will put a note on my file, took my number and promised to get someone to call me back so that I could cancel. I received no call back. I was left with no alternative but to cancel my direct debit as I had already notified Esure. 9 months later I received a phone call from a debt collecting company who stated I owed 3 months of premiums. I explained my case and the reprep from the debt company agreed that I shouldn't have to pay the so called 'debt'. She said she would write to Esure explaining my case. A month later the debt company contacted me again and said Esure did not accept my explanation therefore I had to pay the outstanding balance. I did as I did not want it to affect my credit rating. I am now insured with Hastings. This time I checked the small print and also clarified it with someone from Hastings call centre. I explained my history with Esure. He pointed out it was actually illegal what Esure had done in making me pay for a policy that was not fit for purpose and urged me to contact FCA . Unfortunately I don't have the time to do this. I just would like to warn others. Reviewed on: 19th August 2016

N Aslam

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