Complaints management
At esure Insurance Limited we want all of our customers to have a good experience when using our service. We know how traumatic a motor or home claim can be 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, 1 January 2011 to 30 June 2011.
esure Insurance Limited incorporates the following brands: esure, Sheilas’ Wheels, First Alternative, Sainsbury’s car insurance and Halifax car insurance.
| Number of complaints opened | Number of complaints closed | Complaints closed within 8 weeks | Percentage of complaints where we agreed with you | Number of complaints as a percentage of our customer base | |
| General Insurance | 4,443 | 4,327 | 95% | 41% | 0.28% |
The role of the Financial Ombudsman Service is to independently review complaints on the rare occasions an impasse is reached between customers and esure. During the second half of 2010 we sent 116 cases to the Financial Ombudsman Service. Of the cases reviewed by them in 31% of cases a change was made in favour of the customer, compared to a General Insurance industry average of 63%.
