Esure reviewed by

Twickenham, GB

13 Reviews

trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Good customer service...but annoyingly high fees

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...
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