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In This Review
- esure Car Insurance: Overall Review
- Customer Reviews and Ratings
- Cost Comparison
- Cancellation fees, phone numbers and policy documents
Esure Car Insurance Overall Review
One of the top 10 car insurance companies in the UK, esure is a very popular car insurance brand BUT customer reviews have deteriorated in the past year. At the end of 2019 esure sported Trustpilot ratings of 3.9 stars but by the end of 2020 this had dropped to 3.7 stars. However, by the end of 2021, we have seen a boost in their rating — up to 4.2 stars. So it seems they are working to improve their customer experience.
That said, esure comprehensive cover provides a solid set of "must have" features such as a courtesy car to provide you with transport if your car is ever damaged in an insured accident and off for repairs (with an approved repairer, of course), as well as windscreen cover and accident recovery.
There are a few missing features to be aware of, however. For instance, the standard key cover only covers theft (you can get cover for loss or accidental cover for an added premium)—and even then, only when it can be shown that the identity or location of your car is known to whomever has the keys, transmitter or entry card. We read through the fine print of the Policy Wording from the esure website to check out what's covered by their comprehensive car insurance, and how that compares to what a good policy should offer.
|How Good is esure Car Insurance?||A Good Policy Includes||Does esure Deliver?||esure Comprehensive Coverage|
|"Must Have" Features|
|Windscreen||Full repair or replacement||Included|
|Belongings||£200+||Included but amount of coverage varies|
|Keys||£300+||Up to £500 for theft if the identity or location of your car is known to whomever has the keys, transmitter or entry card. (Cover for loss or accidental damage covered if you buy the add on option.)|
|Protected NCD||2 times in 3 years (standard or optional extra)||If you buy the add on|
|Car recovery after accident||Included||Included|
|Courtesy car (repairs)||Minimum 14 days||Included|
|Repairs guaranteed (if use approved repairer)||12-month guarantee||5 years|
|"Should Have" Features|
|New car replacement||Theft or damage at least 60% of list price; cars up to 12 months old; first owner||If damage repair will cost more than 55% of the manufacturer's latest UK list price (inc. taxes) and the vehicle is less than a year old|
|Stereo and satellite nav||Market value for manufacturer fitted||Included|
|Alternative transport & Hotel after accident||£250+||Up to £250 for driver or £500 for everyone in your car for hotel costs, but onward travel not covered|
|24-hour emergency helpline||Standard||Included|
|Courtesy car (total loss or theft)||Standard or add-on extra||If you buy the add on|
|Motor legal expenses||Standard or add-on extra||If you buy the add on|
|Breakdown cover||Standard or add-on extra||If you buy the add on|
|"Could Have" Features|
|Same cover in EU||Standard or add-on extra||Up to 90 days|
|Child car seat replacement after accident, theft, fire||Ideally replaced even if no visible damage||Up to £100 per child seat|
|Larger/premium courtesy car||Standard or add-on extra||Not available|
|No fault NCD protection||Standard||Not available|
|Uninsured driver NCD protection||Standard||If you buy the add on|
|Cancellation fee||No more than £50||£26 during the 14-day cooling off period; £60 after cooling off period in first period of insurance|
Are Sheilas' Wheels and esure the same company?
Sheilas' Wheels is an esure brand—so not only are Sheilas' Wheels and esure policies very similar, but you have the same underwriter behind both brands. There are a few minor differences between Sheilas' Wheels and esure, however. For starters, our pricing analysis found that Sheilas' Wheels may be a touch cheaper than esure, but only by a few quid. Second, since Sheilas' Wheels is targeted at female drivers their cover includes a special provision for handbags. (Competitor Diamond Insurance, an Admiral Brand, is also aimed at women and features extra coverage specifically for handbags and their contents.)
Does esure do delivery driver insurance?
No, esure does not cover delivery driving, so esure policyholders cannot engage in paid delivery work. Read more about that in our article Does esure do delivery insurance?
esure Car Insurance Customer Service Reviews and Ratings
|esure Ratings & Customer Reviews|
|Trustpilot customer service rating||4.2 out of 5|
|Reviews.co.uk||3.72 out of 5|
Is esure car insurance any good? Esure gets 5 out of 5 stars from Defaqto, which is an indication that esure car insurance provides good features and coverages. While we agree that esure car insurance rates well for features, and their customer reviews are generally decent, customer ratings have slipped in the past year. We've read through hundreds of reviews to see what real customers have to say about esure car insurance. Here's what we found:
Esure has earned 4.2 out of 5 stars at Trustpilot, which is a good score, considering that it was rated 3.9 stars in 2019. 15% of the nearly 15,000 customer reviews are just 1 star, indicating a 'bad' experience. Here is a sample of some more common and remarkable complaints:
"New car insurance customer today. Paid my deposit and set up direct debit. I made a mistake started cover 2 days later than I needed. Phoned customer service to change date. What a nightmare!! I'd have to cancel my 1 hour old policy start a new policy but it's £200 a year more?"
"Abysmal. Undervalued my vehicle by over 50%. The engineer would not speak to me to discuss this. When accident happened they literally abandoned me over 100 miles from home with blood pouring from wounds I sustained to my legs."
"After being involved in a hit and run, esure have done very little in terms of providing a service. They avoided providing a retainment figure for my vehicle for almost 3 weeks and kept pushing me to accept the pay out figure which is less than market value. They have refused to review my evidence regarding the value even though there are multiple cars of the same spec, age and mileage for at least a thousand pound more. They then started there own proceedings of me retaining the car without me actually accepting the figure. As a result they had taken the courtesy car off hire without notifying me, making me liable for charges. Well done esure, you have made a stressful situation an awful lot worse. You have not been working on my behalf- only working to make yourself a higher profit yield and putting me out of pocket."
"Took out policy, which isn’t active for another 2 days. Rang to void and informed premium will be refunded minus a large 'admin' fee.. Very bad for something that hasn’t been used yet??"
On a more positive note, more than 65% esure customers have an 'excellent' experience. Customer comment on the ease of switching to esure and keeping your No Claims Discount, an easy-to-use website where you can get documents like your certificate of insurance, and more:
"I've always been reluctant to switch insurance due to having to prove my no claims discount. I need not have worried, I received a confirmation email that my no claims had been confirmed and I didn't need to provide evidence."
"I have been with esure for one year. The renewal arrived promptly, and the renewal cost was cheaper than last year. The website for policy documents, enquiries etc. is easy to use. I was very happy to renew."
"Cannot fault service, went online to check out if there were cheaper options than the renewal I had and ensure not only bettered the price but also the cover. Happy days"
"Really good price, all done online with no phone calls. A++++"
And on Reviews.co.uk, over a thousand customers have rated esure with 3.72 stars (down from 3.8 in 2019). However, 1 in 7 customers gave esure just 1 star. Many complaints were related to charges for canceling or making admin changes, but to be fair these are not uncommon in the industry and customers should be aware of these charges before they sign up.
Defaqto has awarded esure with 5 out of 5 stars.
Esure Car Insurance Quote Comparison
Popular car insurance brand esure is a mid-market brand in terms of price. Customers probably won't find the cheapest prices from esure, nor will prices normally be astronomical. Our recent check for a sample 30-year-old driver of a 2017 Ford Fiesta showed esure prices were in line with Sheilas' Wheels, Bell, People's Choice and More Than. Prices may vary for your individual profile however, as each brand will price risk differently across the car you drive, where you live, your driving history, etc.
|Average premium over 50 sample post codes for a 30-year-old driver of a Ford Fiesta|
Quotes will vary drastically for different profiles, so you may need to pay more or less than these rates, but this information can give an idea of how an insurance provider tends to compare in terms of price.
esure Cancellation & Admin Fees
Customers will need to pay cancellation fees or other administration fees if they want to cancel or make changes to their policy. esure administration fees are a bit high and you'll even be charged £26 if you cancel during the 14-day cooling-off period (although cancellation charges are less during the cooling off period than afterwards as you can see in the table below).
|esure Cancellation and Administration Fees|
|Cancellation (within 14-day cooling off period)||£26|
|Cancellation (after 14-day cooling off period, during first period of cover)||£60|
|Cancellation (after 14-day cooling off period, in subsequent periods of cover)||£35|
|Other changes to your policy||£26|
Important esure Car Insurance Phone Numbers
Esure customer service is available 7 days a week, on Monday to Friday from 8am to 8pm, Saturdays from 9am to 5pm and Sunday from 9am to 2pm.
|esure Car Insurance Contact Numbers|
|Customer Services||0345 045 1000|
|Claims (open Mon - Fri 8am - 9pm, Sat 9am - 5pm, closed Sundays)||0345 603 7872|
|24 Hour Helplines|
|Accident recovery||0800 085 8533|
|Windscreen||0800 085 8459|
|European emergency||+44 141 243 2897|
|Breakdown service||0800 085 6837|
To find out more about the real ins and out of esure car insurance, read through the policy documents here to learn about exclusions and details about what's covered.
Other Car Insurance Reviews
If you'd like to compare esure to other car insurance brands, see some of our other car insurance reviews below: