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Horrendous customer service

I was an e-surance customer since 2008, and due to their sub-par customer service during my recent claim, I will find another company that hopefully employs humans to answer the phone, return calls and processes claims in a timely manner. The first time I submitted a claim 5 years ago, they were great and handled it quickly and efficiently. Now, 5 years later, when an uninsured driver hit me, it took them 3 months to process and finally approve a payment to the body shop. Communication is convoluted. They outsource to another company who uses their adjusters that deal with claims. ALL phone numbers lead to one adjuster, who never answers the phone or returns calls, or sends any email updates or correspondence. Every step of the way you have to stalk the adjuster and hope they will respond. The body shop also had trouble reaching them and it took months to get payment approvals. The adjuster didn’t know how to help set up an appointment with their affiliated body shops properly. After failed attempts at getting anything done with their recommended shop– I found my own, which would not release my car to me until they got payment approval. I reported my claim in October, and finally took my car home Mid January. I also had to pay for my own renal car while all these failed steps of the process were going on. What was once a good company has sank to an all time low in customer service.

Date of experience : October 18, 2022