Complaints statistics

At esure Insurance Limited we want all our customers to have a good experience when using our service so we do all we can to make the journey as smooth as possible for you.

We recognise that despite our best efforts there are times when things do go wrong. In these cases we are committed to offering you a fair and timely review of your complaint, with a view to getting things back on track for you.

The table below provides some information on the complaint volumes esure Insurance Limited has received in the period 1st July 2023 to 31st December 2023.

esure Insurance Limited, part of the esure Group, incorporates the following brands: esure, esure Multicar, esure Home, Sheilas’ Wheels, Sheilas’ Wheels Multicar, Sheilas’ Wheels Home and First Alternative.

  Number of complaints opened by volume of business            
  Provision (at reporting period end date) Intermediation (within the reporting period) Number of complaints opened Number of complaints closed Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Percentage upheld Main cause of complaints opened
Insurance and pure protection 3.05 complaints opened per 1,000 policies in force N/A 14,330 12,675 38.5% 28.1% 70.8% Information, sums / charges or product performance: Disputes over sums / charges
Claims Management / N/A 4 4 25% 50% 75% Personal Injury/Delay in processing claim