Esure Car Insurance

Had an accident, writing my car off, which they instantly decided was my fault despite other people (traffic officer, other drivers insurance company saying it was probably road conditions) Impossible to speak to a person. Impossible to get car collected. Fobbed off by them to 3 different breakdown companies all of which "did not collect from the roadside" or "without job number from esure" which they have not provided. Passed from pillar to post on the phone, no one any help whatsoever. They have absolutely no idea what they are doing and consequently my car is still at the roadside 2 days later despite repeated calls and emails. Worst company I have ever dealt with in my life. Utter dog @#£&

Terrible customer service, text book written excuse. Very lazy customer services, you will have to wait an hour to speak to the claim team. The company do not have access to the engineers to evaluate the car market value. They will offer silly money for your car, deductions of funds without explanation why are they deducted these funds. You raise a complaint, no one is there to call you and discuss your issue. Their team is all working from home and will put on hold for 20 minutes and disconnect the line and not bothered to call you back. So you will have to call again and wait another 45 minutes to an hour. Terrible customer service experience received and yet waiting for my claim to finalise. So far I have raised two complaints no one bothered to look into it or to call me. I will never recommend Esure insurance to anyone.

Terrible experience and don’t post on trustpilot or they will say your not a customer and even thought you can prove to trustpilot you are they will take down suggestion you are in breach by being paid such as iPad to post the review.

Can never get hold of anyone, waited an hour to speak about a claim. Changed my address 2 weeks before insurance renewal date and admin charge of £26. Renewal quote £1000 more than any other insurance company. Avoid like the plague!!

I decided not to renew my car insurance due to huge rise in cost. It is impossible to speak to anyone so had to do this via their on line chat. I was told the policy would end and I paid up to the end of my cover. I am now being bombarded with letters saying I am in breach of contract and demanding increasing amounts, now up to £99. I have made many attempts to resolve this but it is not possible to email, speak to anyone or get anywhere on the chat.

I have been threatened with debt collection agencies. Be warned ! Avoid this company if you want fair and reasonable treatment.

recently had the unfortunate experience of dealing with esure.com, and it was an absolute nightmare from start to finish.

Despite insuring with them just seven days prior, they abruptly cancelled my policy with immediate effect, leaving me in a precarious situation.Attempting to resolve this issue was a Herculean task.

It took me three days of persistent phone calls just to get through to someone, and when I finally did, the incompetence was staggering. The telephone operators seemed clueless and lacked basic knowledge about my case.

In one baffling instance, I was told that the person handling my case was unavailable because they were supposedly "out to call of nature."

Such excuses are beyond absurd and indicative of the lack of professionalism at esure.com.Based in South Africa, esure.com's customer service is woefully inadequate.

Their inability to provide timely and accurate assistance is simply unacceptable.

I would strongly caution anyone considering esure.com to steer clear and opt for a more reputable insurance provider, even if it means paying a bit extra.

The headache and frustration caused by esure.com are not worth the supposed savings. Save yourself the trouble and choose a company that values its customers and their peace of mind.

If you don't get passed around, you will have to wait over 1.30 minutes to get through to anyone. This is the most cretinous company and its time it was shut down and the CEO hung to dry!

From the 18th January I have been chasing e-sure online help line and also the chat line for a formal final settlement letter waiting on the phone for over 2 hours each time speaking to a call centre in AFRICA. On Saturday I was on the phone for 4-1/2 hours, I have not received this letter.

I have been calling every week day for the past 2 weeks, Morning and Evening requesting a letter of an offer. First I was told that there had been an error and that I should of received an offer and that it must be down to an issue with the system migration and all my details had not transferred over, this ended up with two claim reference numbers. NOT MY FAULT, I was told to accept a cheque as my offer. I told them they have to make me an offer first not to just send out a cheque.

On the 25th January I was told that I would receive an offer in the next 7 days, this never happened, I continued to call the help line, I was given excuse after excuse. Still no letter of an offer.

On the 9th February I was told a cheque has been posted out to me. I rang back to tell them I need a letter of a formal offer first. NOT A CHEQUE. I rang again on the 10TH & 12th Feb and was told that this has been escalated to a manager and I would receive a letter of an offer by the end of the day, 12TH, this did not happen, I rang again 13th Feb this time was told it had been further escalated to the Engineer and would receive a letter of an offer by the end of today, the 13th, again no letter of an offer. Each time I call I am on the phone for 2hours +

How is it possible to send a cheque out without first making an offer. The value of the cheque that has allegedly been sent is not enough it is below the Glasses guide. I told e-sure that I require a formal letter of an offer so that I can go to my GAP insurance, WITHOUT THIS LETTER I LOOSE MY GAP COVER. They are not interested. Keep telling me to use the cheque as the final offer.

This morning I was told they had made an error and that my car is REPAIRABLE. This evening I contacted them for an update and was told it is a TOTAL LOSS and a cheque was posted out to me on the 9th February. NO CHEQUE HAS BEEN RECEIVED TO DATE.

I have complained to there Customer Relations Exec but have had no response or acknowledgement from them.

AVOID THESE AT ALL COST THEY ARE A SHAMBLES IT FEELS LIKE THIS IS PURLEY A TACTIC TO STALL PAYING OUT AND SHOULD BE REPORTED TO BBC WATCHDOG AND THE OMBUDSMAN TO INVESTIGATE

Absolute joke from start to finish. Car was stolen from outside my house- arguably, that wasn’t the most stressful thing to have happened- dealing with ESure was. Waited over an hour on hold, finally got through to someone who took all the details and booked in a call with the theft department for 9:30-10:30 the following morning and I was told a call from Enterprise for the courtesy car would follow ‘any time now’. This was at 9am. By 3pm, I hadn’t heard from Enterprise so gave them a call directly as I was without a car. They hadn’t received the referral. Spent another hour and a half on hold to ESure who said they had not sent the referral properly but would do it now. Raced to get a car from Enterprise after waiting around all day, just before closing.

The following morning arrives and 10:30am comes and goes and there is no call from the Theft Department. Spent another 90 mins on hold only to be told that they were unsure as to why I didn’t get a call but the only option would be to book it in for the following day at 11am. After much arguing, I reluctantly agreed and went about my day, only after having to repeat all the information I had previously given as it hadn’t been recorded . 4pm the same day arrives and I receive a call from an agitated member of the theft department demanding to know why I hadn’t answered my phone for the call at 4pm. When I explained it was actually booked for 9:30 that morning she said they don’t take calls then and I was mistaken. I forwarded her the confirmation email and she didn’t apologise, just said she’d ’pass it on’. We conducted the interview (where I was made to feel like a criminal) and then I forwarded the documents on that evening.

Over 2 days I’d spent well over 6 hours on the phone to ESure.

We were told that once the documents had been sent over, it would be approx 4 weeks for a settlement to be agreed. Car hire is only for a maximum 21 days (told absolutely no chance of extending) so is virtually useless in that regard! Chased them after sending documents over (knowing how useless they are) and was told that they hadn’t received any. 5 attempts later, still received nothing. Not sure a generic email inbox is the best way to deal with thousands of claims and personal documents.

Contacted them daily through the live chat function (actually pretty good and much better than waiting on hold for hours on end). We were given countless contradictions and vague responses, asked to provide pictures of the damage to the car when it had been stolen, not damaged. We were told the contents email we had provided three times could not be found and that they would not be contacting us about a settlement claim as they were waiting to see if the car had been recovered- the police had closed the case! Nobody was looking for the car so it wasn’t likely to be recovered. It appears they were sticking an arbitrary time frame on it just to stall the pay out process!

After I’d had enough, I emailed every member of the senior leadership team and got a relatively prompt response from the CEO of Claims who put me in touch with an agent. She agreed to extend my car hire and chased the claims department and was the one good cog in a failing machine.

It’s now the 30th January and they have just offered their final settlement- nearly £3000 less than market value.

We are now going via the Ombudsman and will be contacting BBC Watchdog as their processes are so poor and we know we’re not the only customers to have had issues.

If you can afford to go with a more reputable brand, I really do urge you to do so.

£ hours to deal with simple payment matters! Set up to frustrate and provide no service. Avoid!