Opinions Please - Issue with esure

LinuxAllTheWay

Spoke to esure this afternoon.

They're not accepting my complaint

Will take some advice in the morning then decide whether to not to go to the FOS.

Anihilator

What exactly are you looking for?

What do you want the outcome to be?

LinuxAllTheWay

Anihilator wrote: »

What exactly are you looking for?

What do you want the outcome to be?

My concern is that because the insured address was incorrect, should I have had to make a claim, my policy would be invalid or the incorrect address would be used as an excuse not to pay out.

As for the outcome, I was asking for a refund of the monies paid to esure over the last 8 or so months based on the above.

esure are stating that they would cover me as it was their mistake. Sadly, we can't test that.

I've decided to part company with esure. They have made a offer of recompense which I've accepted.

Oscar_The_Grouch

I think esure would have been forced to cover you anyway, as mentioned in my first on this thread.

Having said that, let's just catalogue the errors made here:

1. They failed to update your address
2. They keep trying to take money from an incorrect bank account
3. They post on here without first looking at the forum rules (speaking to board admin before posting)
4. They agree to call you as soon as they receive your contact details, but send you a standard e-mail instead
. . because their press officer failed to make sure the correct person responded to you
5. They promise you a call on a set day and then phone you to say "we can't resolve this yet".

Regardless of the outcome of the complaint, I think you are wise to part company with a firm that are this inept. One mistake is understandable (we're all human). Two would be annoying and justify a complaint. Five mistakes on one policy indicates the level of expertise at esure very well. Perhaps the company should consider employing some real talent in their key departments rather than spending stupid amounts on their advertising budget.

I'm pleased they've made you an offer of recompense, but on the basis that they would be paying the FOS £500 fee if you decided to take the complaint further, regardless of the outcome, I hope they made a generous offer. Somehow I doubt that.