esure Home Insurance www.esure.com

Have been insured for 30 years+ at various properties and when insured through esure home insurance. Encountered a leak through kitchen ceiling from the bathroom. Esure sent a surveyor from BVS who were total liars said to us on day happy to repair but downplayed the amount of damage once we obtained quotes used various excuses ie hiuse not occupied,failed sealant, plumber who has quoted is not reliable, damp shows pre existing(which turned out to be breach of dpc) they are total liars and failed to quote. Took 18 months with the ombudsman and proved that they didn't even remove the bath panel at the minimum to check area of leak yet made so many fabricated accusations all which were proven to be lies. Complaint upheld by ombudsman and work completed having to pay myself initially. Do yourself a favour and avoid this organisation who are happy to take payment but will not pay under any circumstance.

Shocking! I have paid insurance for 25 years and never claimed, then unfortunately I had to make a claim to find that my cover wasn't what I thought and I lost £12,000. They would rather pay someone to investigate their customers (over an hour being quizzed) to try and find the loop hole to save them paying out!!

Had a boiler breakdown on the 30/12/21. Engineer out the same day. Needed two parts replacing.

A week later I chased Esure and no update. I then got a text saying case closed.

Again I rang to be told get a call back. No call.

A further call and told even though repair can be done the age of the boiler means they won’t do the work.

Very very poor. If this had been written into the cover I actually had a British Gas protection but because by this stage the callout person had turned off the boiler meant I couldn’t use the other.

If only I’d stick with the British Gas call out.

So not only poor level of cover also badly handled customer service.

I have problems with Home Insurance ESURE & their own surveyor BV SOLUTION (BVS). They refuse to pay for Storm Claim which is officially named CIARA on 09/02/20. They wish their builder to do patch repairs & won't accept any private builders. The repairs must be LIKE FOR LIKE. I have a full building insurance with accidental damage to building and contents.

I have arranged for 2 Private Builders to give written estimates to the surveyor BVS and to ESURE Building Insurance, but it has been rejected. I have been offered by ESURE a very law cash of £500 to do the repairs myself. The repairs cost should be around £3000 given by private builders. The damage is part of the roof, bedroom ceiling and walls. This does not include the damage to my garden fence as it is not part of the insurance. I accept this decision, and I have repaired it privately.

Home insurance companies employ BVS surveyor purposely to give a law and false estimate, pay their surveyor BVS good money, and this saves good money for the Insurance. This is very unfair when I have been insuring my house for years without a claim.

This case is now with the Financial Ombudsman who is taking a painful long time to solve out this problem with ESURE Insurance and Surveyor B V Solution. This case is now going for 6 months (Feb to Jul 2020).

My advice is that no one should accept surveyor B V SOLUTION to give an Insurance survey or estimate for insurance purposes, if you can stop it.

I believe that one should not buy Home Insurance from ESURE, and must not deal with the surveyor BV Solutins, if possible.

Had boiler cover with my home insurance, but they denied the claim saying the fault happened due no proper service. They didnt even ask me if the boiler is serviced annually before rejecting the claim. Escalated as a complaint and still waiting for a response after 2-3 weeks. ***Do not recommend ***

Please beware of this insurance company! You will be hugely disappointed by their claims process for the most ridiculous and minor technicality. I recently made a claim for accidentally losing my wedding ring whilst on holiday. My wedding ring was valued slightly over the policy’s single article limit (only £20) and I thought there was cover in place to at least that single article limit. As a result, Esure has rejected my claim and I am now at a loss as they will not pay on anything as I was penalised for not itemising this ring. It’s a very expensive mistake as Esure showed no sensitivity or compassion at all for my unfortunate circumstance. It’s very upsetting and stressful losing something of great sentimental value and this was made worse by Esure’s rigid and unforgiving claims process. Hard lessons:- Don’t go for the cheapest insurance, always check your cover thoroughly and stay well clear of this insurance company!

Called Esure at 08.00 on boxing day with water leaking from a light fitting in my kitchen and Esure sent their contractor (Dyno) to fix the leak. Dyno came within 2 hours, asked me to sign a disclaimer and then cut 3 holes in the kitchen ceiling before locating the leak. Dyno then re-routed the mains water to a tap in the utility room and, although Dyno stated the repair would take only one hour, they said they couldn't mend it because it was a bank holiday and they were too busy (the same applies for call-outs at weekends apparently)! Now we have no water to any of the rest of the property for bathing, washing, flushing toilets, etc until Dyno come out again sometime tomorrow. I complained to Dyno and to Esure who told me I'd have to wait until a normal working day before Dyno could come out to mend the burst pipe. All this for £450 compulsory excess! It would have been nice to know that their "emergency service" does not include a solution to the problem on bank holidays or weekends. Esure are a cheap Insurance company with little regard for its customers in my view.

Knocked my laptop of the table and it died.

Had it insured specifically cos its expensive. They took it away and after a few days i was told it wasn't covered as it was "wear and tear, deterioration over time mechanical failure." This happened at the same time the laptop hit the ground.....which was convenient for them. If it had physical damage then maybe they could say it was a result from that but unfortunately for me it landed on its bottom and whatever broke inside was undetectable by them so basically tough luck. Though I should feel free to pay someone else to look at it and then esure will have the same people who looked at it the first time check it again. If i had the money to pay other people to look at it then I would have rather than rely on them.

So glad I paid for the extra cover.

No wonder the forums online say "if its broken, make sure if you send it to them with enough damaged so they cant weasel out of it."

Honesty gets you nothing.

In 30yrs I have never made any insurance claim before. However, today I needed the insurance I pay for as due to high wind and rain I have a leaking roof and water pouring through loft and into middle room of my house. I phoned esure and confirmed I was covered for this type of problem it was confirmed I was but had to pay £200 excess, no problem. I explained that I had a leaking roof and water was pouring in, I was then told that they would send an assessor to look at the roof, I explained that water was coming in through the roof and would need to be sorted not assessed, they were no help whatsoever I just got angry and told them I will sort problem myself and pay myself. Don't bother with this shower obviously they have no idea what emergency cover means.

I was with Esure home insurance for several years. When I didn't renew I was charged for 'provided insurance' when the current policy expired. Payment collection failed as I didn't wish to renew as my renewal was very expensive and attempts to contact them were ignored initially and then just an e-mail giving me a number to call to pay. No explanation for what the 'owed amount' was provided either....very poor form and not what you expect from a large company.

I should add that in the many years I paid premiums for nothing, my one attempt to claim was met with excuses from the small print....If I had a zero star option I would select that.