Review Time
I have my car insurance with
e sure . I contacted them on Monday 9th February 2026 as I purchased a new car which I was collecting on Wednesday 11th February. I informed the advisor I needed to be insured for the new car from 2pm on Wednesday 11th February, as I would be driving the car home at this time, while still needing continuing cover for the car I already had insured with them, as I was driving it to collect the new car.
I paid the extra premium requested. After the call ended I checked my policy document which had the time of insurance cover starting from 3pm, not 2pm, as I requested, which would have left me uninsured for 1 hour while driving home.
I called back and spoke to another adviser who informed me my old car wouldn’t be insured, she then said it would be which was conflicting information. She informed me I would receive the correct documentation within 24 hours which should have been on Tuesday 10th February. The document with the correct information still didn’t arrive on Tuesday 10th February.
I had asked the advisor on Monday 9th February to log a complaint and requested a callback from a manager. I was informed this would be within 3 days.
On Wednesday 11th February, the day I was collecting the car, at around 12pm I still hadn’t received the documents, or had a callback from a manager. I again called e sure and the documents were finally sent to me. I am still waiting for a callback from a manager, after 4 days, after 5:30pm as I originally requested, as I work,
I am really disappointed in this company and the situation has caused me considerable stress and anxiety, at a time I should have been looking forward to collecting my new car. I would like a senior manager to contact me, and would like the CEO of the company Peter Martin-Simon to be aware of how the company operated. I’m not unreasonable and understand that mistakes can happen, but how this company has handled this situation has been really unprofessional and disappointing.
UPDATE
I received a phone call at 08:37am this morning (Friday 13th February) As stated In my original email I requested a call after 5:30pm because I work. The advisor said she would contact me at 5:30pm this evening. At 6pm I still hadn’t received the call. I contacted esure and an advisor said she would sent a teams message to the advisor I spoke to this morning, but said it was coming back as unavailable. I asked if there was another manager available and was told there wasn’t. I asked for a call back tonight as soon as possible by someone who can deal with this. The advisor said she has updated my complaint and asked for me to have a callback tonight. I am unsure why there wouldn’t be a manager in?
I have been insured with esure
for a few years now, but you only find out how good a company is when you have a problem. Is the CEO Peter Martin-Simon aware of the false promises the company are making? and if so is he acting to put this right, as there’s clearly some training issues. I’ll wait for the call back before 8pm this evening, I won’t hold my breath.
My home insurance is due to renew on the fourth. I move out on the 6th. I just wanted to extend it by 4 days, even If I pay more and they refused. So I won't be renewing my home or car insurance with them now. Terrible customer service
Same vehicle, same driver, no claims history, yet the renewal price skyrocketed from £572 to an outrageous £1170. When I inquired about the reasoning, they simply stated it was due to insurance costs. I found a better deal elsewhere for £622. I strongly advise against using this service.
The process of getting the insurance quotation was smooth, and the pricing was quite competitive. However, I ran into a slight issue with the payment process as the payment section was not highlighted, which prevented me from finalizing the transaction. I contacted the support team, but the representative did not appear very eager to assist. This is why I rated it 4 stars.
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