Opinions Please - Issue with esure

LinuxAllTheWay

Okay, two issues with esure. I'll explain the simple one first.

1. Switched banks a couple of months ago. Switching went okay with new bank showing esure's DD. esure continued to try to take money from old bank.

I called esure a number of times but they still keep trying to take the money from my old bank. What do I need to do?

2. Some esure paperwork turned up today. On examination of the said paperwork I noticed that although the papers came to my home address, the 'Insured Address' was still listed as being where we moved out of in January!

I called esure and they confirmed the error. Does this mean that I've been paying for an invalid insurance policy? They say I would still be covered at the new address. I think, that in the event of a claim, they would have used it as a reason not to pay out.

Please note, I never had an updated schedule once we moved. The only paperwork that I've had from esure since we moved is a letter a month or so ago saying a DD had failed (see issue 1).

What would you do?

Oscar_The_Grouch

Hi there,

1. Send them a letter, marked for the "Credit Control Department" and tell them to update their records and confirm that this has been done in writing. Tell them that if you don't receive written confirmation within 14 days, you will send in an official complaint.

2. You are right in that there may have been a problem if you'd tried to make a claim, but provided you can either supply a copy of the letter you issued to them or give them the date and time of the phone call to inform them of the change, they would have traced the call and corrected their mistake. It would have meant a delay in settling the claim, but should have "come good" in the end.

If you had had a problem with 2 above, we'd have all helped talk you through it!!

LinuxAllTheWay

Asia wrote: »

We would like to get in touch with you to try to help resolve your direct debit issues as well as your amendments to your address. Please can you kindly email [EMAIL="customer.relations@esure.com"]customer.relations@esure.com[/EMAIL] and put 'Money Saving Expert' in the subject box along with your policy number, full name, date of birth and post code plus a contact telephone number.

The esure customer relations team is looking out for your email and will contact you as soon as possible. Kindest regards, Asia from Corporate Communications at esure.

Hello Asia,

Forgive me but I'm not going to do that based on a posting on a forum. If you are from esure then I suggest speaking to your man Mr Urquart. I spoke to him yesterday at 4:50pm. He'll be able to provide you with my contact details and you can call me (on my mobile preferably).

Thanks

BenL

Asia, please contact the forum administrators to get your profile/status upgraded to be an official company representative.

dunstonh

Seems like a fair request from esure and good to see they want to follow up on this.

Asia, it is worth getting in contact with the board admin though as BenL says as a few companies have representatives posting on the board and with permission you would be allowed to state your details.

LinuxAllTheWay

Asia, I have just emailed you as requested.

LinuxAllTheWay

Asia wrote: »

Please can you either drop me an email at [EMAIL="pr@esure.com"]pr@esure.com[/EMAIL] or email [EMAIL="customer.relations@esure.com"]customer.relations@esure.com[/EMAIL] and put 'Money Saving Expert' in the subject box along with your policy number, full name, date of birth and post code plus a contact telephone number and I'll make sure that somebody calls you.

Thanks Asia (from esure.com)

Asia, having complied with the above request, I note that (as I expected) you're words are meaningless.

I have received an email from a Mr James Bashford stating that he's going to get back to me in the next ten days! Granted you didn't state a time-scale, but ten days?!?

You'll be in receipt of my complaint letter as I sent it to both email addresses provided by you. The timescales indicated in that letter still stand.

If someone from esure wants to call me, after 3:30pm today would be good.

As I stated in my email yesterday, I'll be posting a copy of my letter here tomorrow as it goes in to significantly more detail of the level of incompetence esure has extended to me.

LinuxAllTheWay

In case anyone is following this thread, esure called me yesterday afternoon to let me know that I should be getting a formal response to my complaint today.

Oscar_The_Grouch

Thanks for keeping us informed, Linux.

I thought you might like to know that for Esure to be following the FSA complaints handling procedure properly, you should receive their response in writing even if you agree everything over the phone. They should also be sending you the FOS leaflet "Your Complaint & The Ombudsman". You can ask them (in writing) not to bother, but otherwise they have to do this or they are in breach of DISP 1.6.2(R).

The only way that they could have got out of this would have been to resolve the complaint by the close of business yesterday (if you assume that your notification of disatisfaction was the e-mail you send them on Monday).

5 gets you 10 they don't bother!!

LinuxAllTheWay

Thanks for the info Oscar.

I did get the FOS leaflet via email. Also, I'll be getting their formal response emailed to me prior to them calling me, this will give me a chance to read through it before responding.

At this moment in time I won't be publishing my letter on this forum and I won't, under any circumstances, post esures letter. I will, however, post the outcome of this afternoons conversation(s).

LinuxAllTheWay

Update - Had a call from esure yesterday evening. They were unable to complete their investigations yesterday so I'll be getting a call this afternoon to discuss my complaint instead.