Complaints management

Complaint 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 2020 to 31st December 2020.

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, First Alternative, Sainsbury’s Bank Car Insurance, esure Broker, Sheilas’ Wheels Broker and Sheilas’ Wheels Broker Model Driver.


Number of complaints opened by volume of business









(at reporting period end date)

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

1.83 complaints opened per 1,000 policies in force






Information, sums / charges or product performance –disputes over sums / charges