Not upheld: Service failures generally complaint against Esure Services Limited
Financial Ombudsman decision DRN-5293417 of 2025-02-24T00:00:00+00:00. Service failures generally complaint against Esure Services Limited. Outcome: Not upheld.
Decision detail
| Reference | DRN-5293417 |
|---|---|
| Decision date | 2025-02-24T00:00:00+00:00 |
| Firm | Esure Services Limited |
| Product | Home insurance |
| Claim type | Service failures generally |
| Outcome | Not upheld |
| Remedy | Esure Services Limited must pay Mr and Mrs M the £50 already offered in their final response letter. |
Summary
Mr and Mrs M complained about the renewal price offered by Esure for their buildings insurance policy, which increased from £1,950.08 to £2,915.79. They were unable to obtain alternative quotes because other insurers required a certificate confirming their open 2017 claim had been resolved. Esure provided the certificate within the 14-day cooling-off period and offered £50 for delay in responding to the complaint. The ombudsman found Esure acted fairly in calculating the renewal premium based on risk factors and clearly communicated the price, and upheld the £50 offer as reasonable remedy.
The Ombudsman's reasoning
The ombudsman found that esure treated Mr and Mrs M fairly and consistently when calculating their renewal premium. While insurance prices can increase year on year due to various factors including claims inflation, climate change, and rising costs in settling claims, esure provided detailed underwriting evidence and explanation. The renewal invite clearly communicated the price and advised customers to shop around. The certificate of adequacy was provided within the 14-day cooling-off period, allowing Mr and Mrs M to seek alternative cover. The £50 offer for delay in responding to the complaint was deemed fair and reasonable.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Esure Services Limited, all decisions | 57 | 25% |
| Service failures generally, all decisions | 32,767 | 33% |
| Home insurance, all decisions | 21,293 | 38% |
Source
Read the original decision on the Financial Ombudsman Service website