VERY VERY BAD insurance company ..... they may quote cheap;y but they don't NOT stick to the actual price they quote .... it seems the prices they band about, are estimates ...lmao ...... and then they nit-pick (very illegally) when they should pay out .... PLEASE: read other peoples reviews to get an idea of what I mean .... many people are not happy (though a few have put isolated good experiences on these reviews . ... however most reviews are of course bad but do actually detail why ESURE are so bad ...)
Despite having held insurance with them for several years and never claimed, when I came to change my vehicle to a standard production VW Amarok they said they could not insure me ! Why, because " the computer says no ! "
Asked to speak to a supervisor, no chance. Any business that treats its customers with such contempt should be avoided.
Customer Services are very bad! Over a year ago I contacted them regarding my renewal Quote, Asked them to do better as it had gone up from the year before by £100 even though I have no points on my licence and never made a claim while with them.
They did not give a stuff and told me to go online if I think I can do better! I just insured with them as I had no insurance on my car and needed to go out in it, otherwise I would have taken their advice , clearly they do not want to keep their safe driving customers.
My Cover is now up again soon and just before it was due , ESURE contacted me saying due to their policy they have removed my Legal cover and I am not entitled to a hire car if I now make a claim, If I want this included again I will have to pay extra! I told customer services I am trying to save money , not add it , and it should be against the law for them to change my policy after I had agreed to it but its in the small print, they can do as they want once you sign up with them, a bit like the mobile phone companies changing your fixed rate monthly contract!
My insurance is due now so I phoned them to renew, I ask them to do better with the quote they sent me, They refused to look and told me to go online at esure and I may get it cheaper, then I asked them to put me through to the retention department otherwise I will leave them for good, They would not put me through to them and just told me they can deal with this, Then informed me that I have not been covered for the last 5 years with them because MY FULL NAME IS NOT ON THE POLICY, I said "You are a joke, Just a scam not to pay out if I needed to make a claim!, and why has no one informed me of this problem before! Reply from Customer Service " IT IS IN MY POLICY SMALL PRINT , YOU SHOULD HAVE READ IT"
I told them You are now making me want to leave you for good now, She said "ok bye"
Shock , Horror, Gasp! They are at Number 20 in the Which Report 62% , how the hell they even did that I do not know! Should not have even made it on the list!
Liverpool Victoria was number 3 on the list in which, I contacted them and I got it for £1.78p cheaper than esure and it includes Hire Car and Legal Cost at no extra cost!
So I will see how it goes with LV!! got to be better than ESURE, as they don't even give a s*** that I have left after 5 years with them!!
I'm in my 4th year with eSure and can honestly say I've not had a problem with them. Price-wise the competition just can't get close to the renewal premiums I receive year after year (though clearly I'd be switching should that ever change!).
Customer service from eSure is great too. Their call centre agents are generally friendly and helpful, always willing to complete what you request with the minimum of fuss. Addressing just the few gripes I have below would get me up to a 5 star rating:
1) eSure's systems must be from the 1980s. On the occasions I've needed to call to make changes to a policy and there's quite frequently an "IT glitch" that's going on which leads to a further phone call at a later stage. The latest was yesterday when I needed to change my address - and a glitch caused my account to freeze so nothing could be done until today (thankfully it unfroze!).
2) Cut down on the sales mumbo jumbo for customers who are simply calling to make account changes. Yes I know you want to try and cross sell me walrus insurance or some rubbish, but I just don't care. Instead of having your agents bombard me with a few minutes worth of cross-sells, why not pose a simple question to start with along the lines of "would you like to here of extras we can offer you?" - which I can promptly say no to!
3) Admin fees for policy changes are extortionate. 5 minutes or so on the phone to an agent who tweaks my address in a database + a new policy print out, an envelope and a first class stamp = £26. TWENTY-SIX POUNDS?!?! I'm in the wrong career...
Esure were the cheapest insurer for my elderly 4 wheel drive, the deal was more than acceptable! However my car was due a service and the garage rang the afternoon before my service with the reg of my courtesy car, apparently they insist on fully comp cover. As I needed a cover note the following morning, email would not be quick enough, the customer service number is available online.........but its an 09number £2.00 a minute. mmm if it takes 10 minutes to sort out the issue the price doesn't seem quite so good. Beware.......
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