Having an awful time with an eSure car insurance claim. Any ideas?

windsurfingstu

I'm hoping that someone can help me out.

I made a big mistake by taking out car insurance cover with eSure. They are awful, both in terms of customers service, and also performance.

They have had possession of my car for the past two months and are dragging the claim out as long as possible. Meanwhile I don't have my car as it is not driveable.

My car was water damaged in a serious bout of torrential rain. In short it got into the computer and ruined other functions in the car. Their own engineers and mechanics reviewed the car at their site for a week or two and confirmed the problem then moved it to a mechanic to get fixed. Two months later they are now trying to claim that this was 'wear and tear' rather than 'flood damage' (and hence not insured). And the 'claim' is moving impossibly slowly, meanwhile I don't have a car and it is psychologically affecting me, and my work. eSure say that it typically takes up to 10 weeks to get a response on anything. Sure, it is unreasonable, but the ombudsman can't help with that, and chasing them up daily makes no difference as their call center are tasked merely with politely pacifying you rather than getting the job done.

I have threatened to go to the ombudsman (and will do) however they need to issue a 'final statement' before I can do this. And that may take months to be done. Basically I'm stuck for now. These people at eSure are making my life a misery and I deeply regret ever taking out 'cheap insurance' with a largely online company. They have me over a barrel and I regret using them.

Does anyone have any ideas on how I can speed things up or resolve this to get my car fixed and driveable again?

Voyager2002

Whether or not you get a 'final response' from them, you can go to the Ombudsman eight weeks after making a formal complaint.

You may find they respond to an unfavourable review, or to seeing the story on social media.