Bad Esure Experience

Pip_Bensley

DON"T EVER INSURE WITH ESURE! I cannot even begin to cover how bad their service has been. Yes, the process online is easy and their quotes are competitive. That's when the good bit ends. I had two accidents while with them, neither were my fault. In both cases the process of getting the claims sorted was awful. If I hadn't dug my heels in and persued both claims myself neither would have been sorted. They are very keen to settle any disputed claims 50:50 because it is cheaper for them. Your no claims loss is not their problem. The firm is split into teams each dealing with different aspects of your claim such as repairs, money recovery, personal injury etc etc etc. None of these talks to one another. You find yourself constantly chasing up progress. What happens is a young girl who doesn't have a clue gets a reminder to follow up your claim presumably from their system, she rings the other insurance company, they don't answer the phone and she gives up and it is another two weeks before the reminder comes up again. Can you imagine how long your claim takes. In my case when I bought my insurance I didn't read the terms and conditions and missed the fact (in the last item on many pages of text) that I had to pay an extra £200 excess if I wanted my car repaired at the garage of my choice. That made my total excess enormous at something like £750. The other person refused to admit responsibility and they were continually trying to get me to settle. I refused and insisted we went to court. The first accident repairs came in just under the excess and the person on the phone told me (eventually) to go ahead and do the repairs so that they could take him to court. He actually gave me incorrect advice and it turned out that they needed to pay so that they could follow up (rather than me paying). So they then said there was nothing they could do and it was now down to me to persue it. I complained and pointed out I had only followed their advice. they admitted this and paid for a solicitor Horwich Farrelly (who were also useless). In the meantime I was involved in a second accident where a lady reversed into me while I was stationary and had great witnesses. Easy you would think? No! They said the witnesses didn't count as I knew them (so did the other lady however) and after many months of argument the flatly refused to support my claim into court. They were rude and unhelpful and I had to complain to one lady's superiors who never responded! In the end I had to firmly deal with the other driver and finally got them, in the face of all the evidence, to admit it was her fault. Did I get an apology - no!! The other clim eventually went to court and the judge, seeing that my pictures proved that the other driver was talking nonsense found completely in my favour. Was that the end of the saga? No, the useless soliciotors then amanged to only pay me my loss of earnings sending the rest of the money for the repair to the insurance company despite having all the details of the case showing me paying for it. So had to ring yet again and chase the payment explaining it was the repair and interest payment that wa smissing. This morning 16 months after the crash I got the cheque form esure - yes, you guessed it. The interest payment was missing. Now I have to chase both esure and the solictor to find out where that payment is. So unless you want to waste loads of time doing all the work for them. They gave me incorrect advice, they didn't support me when I was patently and proveably in the right and then didn't pay up when I won the money back for them DON'T INSURE WITH ESURE THEY ARE A NIGHTMARE I WILL NEVER EVER INSURE WITH THEM AGAIN!

paddyandstumpy

Paragraphs. Please use them.

AMMAH

I completely agree with Pip's review. Terrible company if you've had an accident, you have to wait on hold for ages to speak to anyone and when you do, they're not really interested in resolving your issue. In fact, for my annual policy payment, I'm not actually sure what they are doing; other than sitting and waiting.

I wouldn't recommend Esure in any way. Their processes are shocking. Obviously it's not every day you're involved in a car accident so it would be helpful if the company kept you up to date with what's happening. In the 4 weeks since someone went through a red light and smashed into my car, I have been contacted by Esure once. When I phone them for an update, they just tell me they're waiting to hear from the other insurance company. I asked today if they could chase them up and I was told it could take up to 6 months to resolve. Reading the review above, I can now totally understand why this is, but had no idea that timescales would be this long.

Obviously the words proactive and customer service don't mean anything to Esure!

Dandytf

I dropped Esure a year or two earlier
Price rises+ unacceptable Home emergency damage (to be fair their 3rd party door entry crew)

Gers

My experience with Esure is dramatically different - had my first every accident in November 2017 (after about 37 years of driving).

Esure were brilliant - one phone call, lots of emails and my car was in my choice of coachworks, a like-for-like hire car for the two weeks of repair and my excess waivered. Mind you, the police report, my dashcam footage, witnesses and the other drivers reluctant admission of fault may have helped. I had legal add-on and was referred to a doctor about my sore shoulder (seat belt injury).

I was able to choose my own coachworks as I live in a remote area with no local repairs. Because of this I was not liable to pay a fee.

The processes were smooth and painless.

CraigMark1985

Terrible company. They added my old address to my account instead of my current one (which they got from my proof of no claims discount I sent them), then charged me £37 to change it.
Then, almost a year later, (after they tried to auto-enrol me for another year, which I did not want); I find that they didn't change my address after all, so I've been unknowingly not covered this whole time, & they have the nerve to try to charge me again.
When I said no to that, they cancelled my policy altogether, robbing me of my final 2 weeks of insurance with them.
Horrible & rude staff. Greedy company who clearly have no idea what they are doing.

EdGasketTheSecond

Esure have been good with the quotes, renewals and admin. Better than the RAC. You can make a claim online; might be better than ringing them up.

Kernel_Sanders

CraigMark1985 wrote: »

Terrible company. They added my old address to my account instead of my current one (which they got from my proof of no claims discount I sent them), then charged me £37 to change it.
Then, almost a year later, (after they tried to auto-enrol me for another year, which I did not want); I find that they didn't change my address after all, so I've been unknowingly not covered this whole time, & they have the nerve to try to charge me again.
When I said no to that, they cancelled my policy altogether, robbing me of my final 2 weeks of insurance with them.
Horrible & rude staff. Greedy company who clearly have no idea what they are doing.

Are you claiming they cancelled the last fortnight because you didn't renew?

paddyandstumpy wrote: »

Paragraphs. Please use them.

Oh come on, you and the people who thanked your post! The spelling and grammar was (were? ) almost perfect, so please save your fire for those who can't be bothered with it!

sheramber

Kernel_Sanders wrote: »

Are you claiming they cancelled the last fortnight because you didn't renew?


I read it that he refused the second charge to change his address after they didn't change it the first time.

Kernel_Sanders

[QUOTE=sheramber;75955787


I read it that he refused the second charge to change his address after they didn't change it the first time.[/QUOTE]
In that same sentence he mentions auto-renewal, which is much more optional.

Mrs_Ryan

ESure were brilliant with us when some idiot rammed us off the motorway- the claim was sorted really quickly and they were really efficient. But oops sorry I shouldn’t say that should I- I might get accused of working for them as well :rotfl: