esure told me they were unable to renew then did it anyway ?!?!

akaindie

I received an emails from esure renewals on 21st January 2024 and 7th February 2024  informing me that my policy could not be renewed (the latter arrived 2 days after the policy had ended). I received further emails on the 5th February 2024 and 7th February 2024 (11:05) confirming my policy had ended. I also received a letter dated 5th February 2024 stating the policy had ended.

I was surprised, therefore, to receive an email from an esure dated 15th February telling me my there had been an "administrative error" and my policy had been renewed successfully. Looking at my bank account they took a monthly payment on February 7th. I am very unhappy, this is compounded by the useless chatbot help system which makes it almost impossible to speak to a person. Snail mail it is. 

I hope no one else is struggling with this issue but if you are do post your experience below.

H

mexican_dave

In between having been told your insurance was cancelled and later being told it had been renewed, did you obtain new insurance? If you did, then look at how they took the money, if it was direct debit complain to your bank to get back the money, if it was by credit card AND more than £100 then complain to your credit card provider. There maybe a "charge back" route via your bank, but have never tried it myself. There may be other routes, other Forumites may advise, but I am looking a ways to avoid the "chat bot" and get money back fast! Your other (slow) option is to write an old fashioned letter of "complaint" (using that word in bold at the top of the page) to the appropriate address on any correspondence you have - should have they renewed your policy. If you get no response or an unsatisfactory response after 8-weeks then you go to the Financial Services Authority (FSA), who will make a judgement in your case, be prepared for long delays with FSA due to high level of complaints.

dunstonh

 If you get no response or an unsatisfactory response after 8-weeks then you go to the Financial Services Authority (FSA), who will make a judgement in your case, be prepared for long delays with FSA due to high level of complaints.

The FSA haven't existed for many years.   And you would never complain to the FSA (or its successor regulator, the FCA).     It would be the FOS.  However, in this case, it seems a simple case that esure should be able to resolve without the need for any of that.

born_again

https://www.esure.com/about/complaints-management

Ron1213

Same thing happened to me, with almost identical dates, letters and emails. Renewal date 5 Feb.

I even called then up after first letter. They confirmed this was the case due to a system upgrade and could nt provide a renewal quote. 

So took out alternative cover with someone else, and then got email and letter dated 15 Feb saying they had renewed me afterall.

 Checked  my credit card, and they gad taken over £300. Note, that they never even provided a renewal schedule/ quote at any stage.

After several attempts late  last week (1 hour waits and getting disconnected) to phone them , got  through to someone via live chat feature

They said they would cancel policy and give me a full refund....without charging me a fee for cancellation! 😀. Try not to laugh.

Refund still not come  through yet....but they said 3-5 working days.....so watch this space! 

Ron1213

Received my refund. So was a pain and spent ages trying to resolve but got there eventually 👍. Wonder how many others this affected. 

RandomAccess

My son has had similar issues. Sending a letter stating not going to renew. Then sending another they will, then another they’re not again 😳. I’ve told him to complain. Ridiculous situation. He’s still not resolved it yet as, like other comments, impossible to get through to anyone.