Endsleigh Reviews 3,461

Trying to renew student contents insurance, and make a couple of changes. I rang the number on the website - passed to someone else, who passed me to someone else and so on. After spending about 1.5 hours speaking to 7 different people, it appears no one is able to renew insurance. It’s basically not possible to discuss a policy, or amend it, or renew. And no one can help. Needless to say, I won’t be using Endsleigh again.

Date of experience: 02 September 2024

What a waste of time.

Been paying into a scheme through them for years and first time we come to claim it's a complete shambles. Don't waste your money.

Date of experience: 22 March 2023

Tried to renew online but seemed to be technical issues with system eg screen froze after I pressed the payment submit button. Phoned them. 12 minutes on hold until I gave up. Tried again and finally got an answer after 16 minutes that time. No indication when on hold of how long it would take to be answered eg place in queue, just a jovial recorded voice repeatedly suggesting i do it online. Dread to think how long I’d be kept on hold should I ever need to make a claim.

Date of experience: 18 March 2024

Wanted to renew my landlord insurance policy, due to expire on 27 December. Phoned and waited over half an hour to speak to an adviser. When my call was finally answered and my details taken I was told by the adviser that she couldn’t handle renewals and that someone would ring me back. No one did and I then checked again for a more competitive quote from another company. Found one and went with that. Endsleigh lost my business and I won’t be going back to them.

Date of experience: 20 December 2023

Not clear information up front. Paid for insurance without being told the details. Slow to provide alternative quote then charged me three days of cover when it took the company three days to provide an alternative quote. This is petty. I was promised a callback. They didn't call. Suggest you go elsewhere for insurance.

Date of experience: 27 July 2023

Just organised contents insurance for my undergraduate son. Your portal took me through to scammers Guardcover who manage student contents insurance.
Everything went through and then the confirmation email received from what I can only describe as hoods practice. Your policy will auto renew. There is nowhere in the application form where you can opt out of auto renew. Moreover 13 minutes on hold before someone answers the phone. Why have Endsleigh become associated with such a Mickey Mouse insurer like Guardcover?
These comedians should have a question in their application, tick the box, AUTO RENEW YES or NO.
Scammers and an embarrassment to what was, the good name of Endsleigh which is now in the gutter with your associates Guardcover. God forbid we ever have to make a claim.

Date of experience: 23 June 2023

I had a need to review my Company's Commercial Insurance for Property and Directors and was ably assisted by Tom Thornley,who provided exactly what I needed and at a very competitive price. Outstanding service.

Date of experience: 31 May 2023

DO NOT touch endsliegh , my house flodded and they tryed everything to get out of paying , non occupancy said i wasnt living in the house and i had to prove i did ,demanded to no about other houses i owned ,do not own other houses and called me a liar saying i did , drasticially low balled the damage saying i didnt migate the lose , when they dont pay how am i ment to fix the house to pay for repairs ,the whole point of insurance, ended up having to take legal proceedings against them , they are quick to take your money , but under no circumstances would i reccomend they to anyone , they lie and twist everything to get out of payment , but as usually what chance does the little guy have against big insurance companys , save your money cause they wont honour it if anything goes wrong ,most untrustworthy company ive ever had the misfortune of dealing with.

Date of experience: 23 May 2023

I would like to give them zero.

Overall I would say that ENDSLEIGH has little to no interest in doing their best to honour customers' insurance policies, nor any interest in providing them with the support that we, as payers, are paying for. They are solely interested in making money at the expense of people caught in unfortunate circumstances.

I had a relatively simple but very distressing and traumatising legal matter, and as I was PAYING for housing insurance to Endsleigh which included access to free legal representation, I contacted my insurer to capitalise on this. I was passed to DAS law.

At first Endsleigh tried to deny that i was entitled to any legal representation at all. In my distressed state I simply accepted their decision, however when i revisited the matter, I found that the policy SPECIFICALLY covered legal representation. So,
I got back in touch with them and was assigned a lady called Carly Owens. I laid out the facts of the case to her in great detail and she, came back to me having done a very inadequate analysis of my case - told me that my case had less than 51% likelihood of success. I found this questionable especially because one of the things she suggested that I could have done to mitigate matters was that I could have, during COVID, put my children in a childcare facility. Clearly this demonstrated a lack of attention to detail since EVERYTHING and EVERYWHERE was closed down during COVID.

Most notably, when I asked Ms Owens how my score was calculated, the formulas used, Ms Owens was not able to provide this. In short, DAS law appeared to have completely fabricated my prospects of success as less than 51% and attributed that to the merits of my case. I was very disappointed to have been abandoned my this firm in this way.

Fortunately there are very competent and wonderful pro bono legal advice agencies out there who are willing to help. I enlisted the help of two amazing organisations

1) Tower hamlets Law Centre akak THLC (Racheal Busingwe) who was extremely analytical, cogent and logical, exercised excellent case management protocols and supported me amazingly to submit paperwork for my case.
2) and then I later enlisted the help of the Free Representation Unit (FRU) (Edward Walker) who was thorough, fair, showed intelligence and initiative, provided me with unwavering support and helped me secure a favourable outcome.

I cannot thank them enough. Both Rachael and Edward are consummate professionals and both were instrumental my success, both are absolute gems and have turned a negative situation into an incredibly positive one. Unfortunately, FRU nor THLC appears to be on Trustpilot, so I cannot give them their flowers under their own steam, so I will honour them here under Endsleigh's page. Needless to say, I cancelled my policy with Endsleigh once I had received my positive outcome - what is the point in paying them anything?

Lesson learned.

Date of experience: 21 June 2022

5 years ago took out a car insurance cancelled after 2 months as I no longer had the vehicle paid early exit fees then this year I had a letter saying I haven't paid my car insurance 5 years ago and now taking me to court for non payment I asked for my original documents would not give me them no choice had to pay don't touch them one of the worst insurance so call company I have ever dealt with

Date of experience: 30 December 2022

UPDATE: I had a call back this afternoon from the Emergency Cover team who resolved our issue very quickly, this time of year is particularly bad for home emergencies and in hindsight this is understandable. Excellent service from Blade, thank you, I'm correcting my rating following what was a quick and sensible resolution to the Tenants being unable to get the heating to turn on.

Thank you Tina for being so switched on and handling this so quickly, appreciate it!

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I have been on hold to the Landlords Home Emergency Claims number from 3pm UK time, and still waiting at 10pm. This is pretty horrific.

Date of experience: 16 December 2022

Been waiting for anyone to answer my call!

Pretty pathetic service!

I can't update online so only option is to wait for someone to work!

Date of experience: 12 December 2022

Absolutely shocking service provider. In fact worse than shocking as, for two years running they put my family and property at risk by ceasing to provide house & contents insurance, WITHOUT any notification whatsoever. Only after 4 weeks was I notified, two years running - the second time whilst abroad on holiday - to learn we had no insurance. The first year it was blamed on systems and received a huge discount to compensate. The second year, no accountability taken and no follow up from the complaints manager whom was promised would call me back. Horrendous company, with no customer values it seems. Avoid avoid avoid if you want peace of mind.
Can you provide me an email address to PM you please, Tina?

Date of experience: 18 October 2022

I have insurance policy with this company for last 14 years. The insurance consist of whole package including home emergency
Until this year I was not having any problem with the home emergency but now when ever I ring home emegency number, they could not find my policy. Due to this a claim made in June 2022 was delayed for 3 days and I had to suffer financial loss. As per instruction of this insurance company, I made official complain to home emergency company and they are denying all. I made another claim recently and home emergency sent some one to do temporary repair to leaking roof. When the roofer came to attend leaking roof, he informed the home emergency agent that the cost will be £450. The agent did not give authority to do the repair and asked contractor to leave sheet on the roof to avoid further damage .The contractor left doing any thing. To cut the story short, when I called home emergency company, the agent informed that temporary repair or even putting sheet is not possible and I have to take the matter with Endsleigh I have spoken to Ensleigh agent today and I have been informed that she will contact me tomorrow
Agent whom I spoke yesterday has not called me I have sent e mail today to Tina Price as requested but no reply from her
If Tina or anyone from Endsleigh care to ring me,I can be contacted on 07946484769

Date of experience: 05 November 2022

Take your money readily enough, shame customer service is atrocious. Leave you hanging on the phone for hours!
Would be terrifying if you had to make a claim.

Date of experience: 07 October 2022

Dreadful company! My partner had car insurance with them and they where always taking money early from her bank account breaking the direct debit agreement and then canceled her insurance before the end of her contract whithout ever giving any reason! They still are chasing her for the cancellation fee now!!

Rotten company.

Date of experience: 28 August 2022

I had been insured by this company for my classic cars and for one particular high value car since 2004 . I never shopped around neither had I ever made any claims. At the back end of 2021 I explained to Endsleigh that the renovations on my car were complete and that the car would go back to the usual pre arranged dual address arrangements . These arrangements are not uncommon for classic cars . Garaged during winter months, and in summer months at my home behind a locked gated drive , a security pillar , with ADT cameras , car cover, and guarded by my Turkish Kangal dog. To my shock the underwriters decided that the car would only be covered if in a garage overnight . 18 years of insurance without a claim and they decided to pull the rug from under my feet without any notice . Loyalty means nothing, not even a compromise to defer matters until renewal. If I had not arranged works to be undertaken to my car they would have continued to insure me. Thankfully another insurer came to the rescue at short notice, in addition the alternative insurance is 20 percent cheaper , dual address without garage accepted and and a 50 % uplift to agreed value. Endsleigh internal restructuring definitely for the worst. Shame on you Underwriter guys!

Date of experience: 01 December 2021

Still waiting for item to be delivered , concerned now as to when it will be delivered to enSure someone at home to recieve it . DISAPOINTED

Date of experience: 02 September 2022

Been with this company for 5 years. Had to change a name on the policy and then one of their sales people unilaterally changed the Statement of Fact without my permission to state that I was in a Partnership, which is legally not correct. They then refused to change it back to the correct status of sole trader and said their computer systems would not accept anything else even though THEY HAD SENT ME A VERSION THE PREVIOUS DAY SAYING SOLE TRADER. The responses to the Statement of Fact are for the customer to complete and declare - the insurer asks the questions and the customer responds - basic insurance law 101. But they would not listen to reason and even though I had the policy with status listed as Sole trader for 5 years they refused to change the statement of fact back to reflect this. Appalling customer care skills - agents were shouting at me on the phone telling me they know best even though they clearly have no understanding of the difference between a sole trader and partnership. They would rather I get a new policy than change the status back to the position which had been accepted by insurer for LAST 5 YEARS. Stubborn as hell. DO NOT USE THIS COMPANY.

Post Script: The Reply to this Review gives impression that they want to help resolve the issue but Tina provides NO DETAILS TO ENABLE ME TO CONTACT HER.

Date of experience: 12 August 2022

I have just received a landlords renewal quotation for the 22nd August 2022. I always pay my landlords insurance, plus extra insurance in full for the 12 months up front.
I have just sold the house. So I called the renewal line just to let you know out of courtesy, I do not need to renew I have just sold the house. Only to be told I will be charged a fee for cancelling my policy. I did not mention cancelling my current policy, I have paid for in full for the year. All I called to say, was that I do not need to renew on the 22nd August. Only to be told I will still be charged a fee? I said I do not want anything back for the few days I no longer own the house, I am just letting you know I do not need to renew. The man on the phone said, I must cancel your policy and you will incur a fee!
Is this how you treat a customer who pays for a year insurance in advance, never claimed and has used you for several years. There is no Direct Debit to even cancel, no admin for you. I have already paid for the year and I didn't ask for my policy to be cancelled. I am so upset, I feed it's extremely unjust.

Date of experience: 09 August 2022