Not upheld: policy administration, mid-term adjustment charges, and cancellation handling complaint against esure Insurance Limited

Decision detail

Summary

Ms I complained that esure mishandled a mid-term policy adjustment in September 2025 when she changed her vehicle and added a named driver. The changes resulted in an additional charge of £828.91, increasing her monthly payment from approximately £83.00 to £912.29. Ms I disputed this amount after the payment was taken in October 2025 and requested cancellation, but esure explained that due to a claim made in November 2024, the full annual premium remained due. The ombudsman found that esure clearly communicated the new payment amount and terms, and that Ms I accepted them at the time. The ombudsman concluded that esure acted fairly throughout and did not uphold the complaint.

The Ombudsman's reasoning

The ombudsman found that esure clearly communicated the additional charge of £828.91 and the new monthly payment of £912.29 through both live chat and email confirmation on 5 September 2025. The ombudsman noted that Ms I accepted these terms at the time and did not respond with concerns until after the 7 October 2025 payment was taken. The ombudsman accepted esure's explanation that because a claim had been made in November 2024, the full annual premium remained due under the policy terms, meaning cancellation would not reduce the balance owed. The ombudsman concluded that esure acted fairly in all aspects of the transaction.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website