eSure Home Insurance

Haveanicedaytwo

Used the new MSE Compare+ Home Insurance and found some better quotes than my current Direct Line policy renewal this morning. The comparisons and tips to help reduce premiums are useful and it only took around 10 minutes to enter all the details. Hooray.

But clicking through to buy from eSure has left me feeling wish I hadn't. So I'm posting this as it may help others avoid getting frustrated at the customer experience.

So like many other companies eSure offers both a cheaper 'Flex' and standard product. The flex was £50 cheaper but had only 3 stars so I thought it worth paying a bit extra for their five star policy. All goes well and clicking through to buy I get the email telling me to login and check the details are correct. Then it all goes wrong. 

The login takes me to an Esure Flex | esure policies page so it looks like I've been sold the cheaper flex product and paid for the premium one! Then when I view the policy schedule it shows some details like Amount of flat roof as NaN% rather than the 20% I'd entered into the MSE Compare+ tool. (NaN means not a number, so something got lost in translation)

I also read at the start of the schedule "Please check this document carefully, making sure everything’s correct and that there’s nothing missing. If any details aren’t right, please contact us via your Account straight away. We’re here to help."

So I look for a way to change the details. There's no option in my Account, so I check the email and find a phone number. But it's only for claims so I call it anyway. It seems there's no customer services number as they only want you to administer your account online.

I call and claims put me through to customer services. When I query the incorrect details I'm told it does not affect my policy as I have a core policy and not a flex policy. I mention the account says Esure Flex when I login and the schedule does not say Core anywhere. I say if the details are not relevant to my policy it should not show them as it should be a legal document and be correct.

I'm then told, don't worry you don't have a flex policy. So I go around in circles asking where it says it's Esure Core. The adviser tells me to look in the welcome letter but it doesn't say Esure Core anywhere. The advisor then says it just says Esure not Core and that it would say esure flex if it was flex. So why does the link to my account show flex customers  https://www.esure.com/flex-customers/policies I ask? He can't answer that.

It's a mess. How can you take a company seriously if the policy schedule information is incorrect and the products are mixed up online so you don't know what you are buying?

The Esure advisor said they can't change the incorrect information or remove it said the only option is for me to cancel the policy.