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esure - July 2024

We spoke to esure about its customer service complaints and their Chief Claims Officer said:

"I apologise to [Sherise] and [Carla] for the unacceptable delays they have experienced. These claims have now been resolved, and we have agreed compensation in recognition that the service received fell well short of the standards we strive for.”

The company also said:

We’re sorry that [Sherise] and [Carla] have had cause to get in touch regarding our service levels. The delays handling these claims are clearly unacceptable and fall a long way short of the standards we strive for.

We have been in touch with both [Sherise] and [Carla] to apologise, and have been working to sort their claims out, which have now both been resolved. Our offer of compensation for the poor service experienced has also been agreed.

Within the first few months of 2024, we experienced unprecedented call volumes, which placed a significant strain on our ability to answer customer calls in good time, and created a backlog of customer enquiries.

We have since brought in additional staff both to answer customer calls and to work through the backlog of requests.

Whilst we are pleased to confirm that service standards are now back to the levels customers should rightly expect from us, we sincerely apologise for the unacceptable delays you’ve had cause to highlight and will continue to work hard to ensure issues like this are a thing of the past.

If you want to watch the show on Iplayer, it will be here for 30 days - /iplayer/episode/m0021clq/the-one-show-24072024