esure
Personal insurer. Products & services: Car, Home.
Updated: 3 August 2026
Company Overview
- Industry
- Motor and home insurance
- Parent company
- Ageas UK (Ageas SA/NV)
- Regulator
- Financial Conduct Authority (FCA)
- Ombudsman
- Financial Ombudsman Service
- Customers
- Around 2.13 million policies in force (2024)
- Legal entity
- esure Insurance Limited (Companies House no. 03885534; FCA FRN 203350)
- 2.62Complaints per 1,000 policies (insurance)
- 50.6%Closed within 8 weeks (insurance)
What customers complain about
Customers most often complain to esure about general administration and customer service on car and home policies, alongside claims handling and delays. In its most recent published FCA data (July–December 2025), esure Insurance Limited recorded 2.62 complaints per 1,000 policies, opened 11,352 insurance complaints, upheld 70.2% of decided complaints and closed 50.6% within eight weeks. The single largest recorded cause was 'other general admin/customer service'. esure aims to resolve issues within three working days; anything unresolved gets a final response within eight weeks, after which customers have six months to escalate to the Financial Ombudsman Service. Because esure is a digital, direct insurer, complaints typically begin through live chat, phone or email rather than in person.
Complaint categories
- 1General administration and customer service
The largest single recorded cause of esure insurance complaints in its latest FCA reporting was 'other general admin/customer service', covering issues such as policy servicing, communication and account handling.
esure complaints statistics (main cause, H2 2025), https://www.esure.com/about/complaints-statistics - 2Claims handling and delays
As a motor and home insurer, a significant share of disputes concern how car and home claims are assessed, valued and paid; esure runs separate dedicated claims lines for car and home.
esure complaints management page listing dedicated car and home claims lines, https://www.esure.com/about/complaints-management - 3Time to resolve
In H2 2025 esure closed only 50.6% of insurance complaints within eight weeks, indicating a meaningful proportion take the full statutory window or longer.
esure complaints statistics (closed within 8 weeks, H2 2025), https://www.esure.com/about/complaints-statistics
Latest statistics
- 11,352Insurance complaints openedH2 2025 (Jul–Dec 2025)
- 50.6%Closed within 8 weeks (insurance)H2 2025 (Jul–Dec 2025)
Figures self-reported by esure Insurance Limited to the FCA and published on esure's complaints-statistics page. Insurance and pure protection covers 1 July–31 December 2025 (H2 2025). 'Per 1,000 policies' is esure's stated rate; 'upheld' is the share of decided complaints found in the customer's favour. A separate, tiny 'Claims Management' category (6 complaints, full-year 2025) relates to FCA claims-management activity and is distinct from general insurance-claim disputes, which fall under insurance complaints.
Contact methods
Complaint journey
- 1
Raise it with esure
Contact esure through the channel that fits your issue.
Typical responseImmediateWhat happens
Contact esure by live chat via esure.com or your online account, by phone on the relevant line (car claims 0345 603 7970, home claims 0345 601 7076, car insurance 0345 601 6736, home insurance 0345 601 9684), or in writing. Explain clearly what went wrong and the resolution you want.
- 2
Early resolution (within 3 days)
esure tries to sort it quickly without a formal investigation.
Typical response3 working daysWhat happens
esure says it will make every effort to resolve your complaint within three working days of receiving it. If it is settled to your satisfaction in that time, it may not go through the longer formal process.
- 3
Formal review by Customer Relations
Unresolved complaints go to esure's central complaints team.
Typical responseUp to 8 weeksWhat happens
If it cannot be resolved quickly, your complaint is passed to the Customer Relations team (The Equinox, 19 Cadogan Street, Glasgow, G2 6QQ; CustomerRelationsExec@esure.com) for an independent review. esure will write to you with its view within eight weeks of the date you first complained.
- 4
Final decision letter
esure issues its final response on the complaint.
Typical response8 weeksWhat happens
esure sends a 'final decision' letter setting out its conclusion. This letter also tells you about your right to escalate to the Financial Ombudsman Service and the deadline for doing so.
- 5
Financial Ombudsman Service
Free, independent escalation if you remain unhappy.
Typical responseWithin 6 monthsWhat happens
If you are unhappy with the final decision, or eight weeks have passed without resolution, you can refer your complaint to the Financial Ombudsman Service free of charge. You must do so within six months of the date of esure's final decision letter.
Response times
esure aims to resolve complaints within three working days of receiving them. In its most recent FCA reporting (H2 2025) it closed 44.5% of insurance complaints within three days. If a complaint is not resolved quickly, esure must send a final response ('final decision' letter) within eight weeks of the date you first complained; in H2 2025 it closed 50.6% of insurance complaints within eight weeks. After a final decision letter, you have six months to refer the complaint to the Financial Ombudsman Service.
If your complaint isn’t resolved
If esure can’t put things right, you can escalate — free of charge — to an independent body:
Recent news
- 29 September 2025
Ageas UK completed its £1.295bn acquisition of esure Group from Bain Capital, creating a UK personal lines group serving over 7 million customers. esure continues to trade under its own brands within Ageas UK.
Read more - 1 April 2025
esure reported a swing back to full-year profit for 2024 (around £147m trading profit on £1.3bn revenue) after a roughly £200m technology and operations transformation, with about 80% of customer interactions now digital and 2.13 million policies in force.
Read more
Know your rights
- Consumer Rights Act 2015
Insurance is a service, so esure must provide it with reasonable care and skill and in line with what was agreed. This is general information, not legal advice.
- FCA Handbook (DISP rules)
As an FCA-regulated insurer, esure must acknowledge and investigate complaints and issue a final response within eight weeks, and tell you about your right to the Financial Ombudsman Service.
- Consumer Duty (FCA)
esure must act to deliver good outcomes for retail customers, including clear communications and fair handling of claims and complaints.
- Insurance Act 2015 / Consumer Insurance (Disclosure and Representations) Act 2012
These govern what you must tell an insurer and how esure can treat non-disclosure, which is relevant if a claim is disputed or a policy is voided.
Frequently asked questions
How do I complain to esure?
Use live chat via esure.com or your online account, call the line for your product (for example car insurance 0345 601 6736 or home insurance 0345 601 9684), or email the Customer Relations team at CustomerRelationsExec@esure.com. You can also write to Customer Relations, esure, The Equinox, 19 Cadogan Street, Glasgow, G2 6QQ.
How long does esure take to respond to a complaint?
esure aims to resolve complaints within three working days. If that is not possible, it must send a final decision letter within eight weeks of the date you first complained. In H2 2025 it closed 50.6% of insurance complaints within eight weeks.
What can I do if esure does not resolve my complaint?
You can refer it free of charge to the Financial Ombudsman Service, normally within six months of esure's final decision letter, or after eight weeks if esure has not given you a final response.
Does esure handle Sheilas' Wheels complaints too?
Yes. Sheilas' Wheels is an esure brand, so complaints follow the same esure process, timescales and Customer Relations contacts.
Who owns esure and does it change how I complain?
Ageas UK completed its acquisition of esure from Bain Capital on 29 September 2025, but esure still trades under its own brands and the complaint contacts and FCA rules above continue to apply.
How many complaints does esure receive?
In its latest FCA half-year data (July–December 2025), esure Insurance Limited opened 11,352 insurance complaints, a rate of 2.62 per 1,000 policies, and upheld 70.2% of decided complaints.
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