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“Best price , good customer service ”

written by aparnam on 12/07/2014

I switched to esure from Aviva last week when my car insurance was due for renewal. I have never had to claim as yet in my last 4 years with Aviva so didn't have that experience to compare with reviews but simple reason that their quote was just too high(670£) compared to esure( 430£ including some add-on packages) and I also got the cashback (50£ from quidco) making it even more tempting. I was a bit skeptical after reading all the negative reviews so I phoned up their customer service to talk through the deal and issues experienced by other customers with respect to no claim postage etc ..I spoke to 3 different people and all of them were extremely helpful and polite. First one clarified all my queries patiently and assured me that they do send out email and postal notifications and only on lack of response and after the timeline which is also communicated before the insurance is bought would they cancel the policy .
I completed the policy online through quidco but I had issues with address as some of the online websites have a different version of my address pulled out from postcode which isn't accurate. So I phoned customer service and they corrected the address. I then noticed that i had filled in wrong insurance start date so i had to phone esure again and the lady offered to change the detail and redo the insurance over phone. I explained that i wanted to get the cashback and hence needed to use cashback website. She then cancelled my policy and ensured no charges were applied for cancellation. I sent them my no claim discount proof via email because with Aviva all of the insurance documents were available in online account.
They confirmed NCD receipt via both email and SMS . As promised within 3 working days i received my insurance documents.

In short, my experience with customer service has been brilliant. There was no wait time at all and all 3 people I spoke to were most helpful.
The only downside is they do not provide online account facility and I prefer managing account online as it means documents and other insurance information is available to me anytime and is convenient. But the 200£ price difference means I decided I will live with hard copies for now.