ABOUT ESURE
esure was founded in 1999 by Chairman, Peter Wood, to offer competitive insurance cover by using the internet as a primary sales channel. Mr Wood pioneered the direct selling of insurance over the telephone back in 1985, when he launched Direct Line. With esure, his aim was to go a step further and harness the efficiency of the internet to give a better deal to responsible drivers and careful homeowners.
From the outset, our goal was to offer superior service - on both the internet and phone - while using technologically advanced systems and underwriting to keep premiums low.
In just a few years, esure became one of the fastest growing insurers ever, with over 1 million customers joining us before our 5th birthday. The company took another major step forward with the launch of the iconic Sheilas' Wheels brand in 2005. Sheilas' Wheels has gone on to be one of the most recognised female insurance brands in the UK. Overall, esure has received numerous accolades for the quality of our cover and online services as well as our innovative marketing.
The company supports charitable concerns through its participation in the HBOS Foundation. It also supports the Miss Dorothy Com charity which helps to educate school children about recognising and dealing with risks in their lives and the 'Safe Drive Stay Alive' campaign to teach driving age teenagers about the dangers of the road.
esure's history
The esure brand was announced to the press in February 2000 and launched to the public in July 2001. Prior to the brand launch, esure had taken on the underwriting and management of Halifax Car Insurance for Halifax (later HBOS) - a product we still manage.
The company started out with less than 50 staff in offices in Wallington, Surrey, before moving to our Head Office in Reigate, Surrey.
Following its launch, esure quickly established itself as one of the freshest and most competitive insurers in the market. Car insurance sales grew rapidly with large numbers of internet and telephone customers switching to esure thanks to benefits such as a No Claim Discount scale that extends to 75%.
We officially launched esure home insurance - with its contents no claim discount of up to 45% - in September 2001. Our contents cover includes a range of customer-friendly benefits such as our enhanced cover for garden contents and office equipment in the home and also features esure's unique 'pest cover' option to protect homeowners from infestation by rats, wasps, hornets and squirrels.
In July 2002, esure joined forces with Sainsbury's Bank to offer car insurance. This policy features a number of unique benefits, such as the RoSPA-endorsed policy of replacing child car seats when a car is involved in an accident (even if the seat appears undamaged).
By popular request, esure travel insurance was launched in January 2003. Our benefits include some of the best medical, personal liability and baggage limits in the market - along with reduced prices for single parents who buy a family policy when compared with other policies where the definition of a family automatically includes two adults. This was followed by Pet Insurance, offering cover for cats and dogs.
esure's largest office - The Equinox in Glasgow - was opened in May 2002. Originally our plan was to house 400 staff there after five years. This changed rapidly with esure's expansion and staff numbers passed this number in just over two years. In 2003, in recognition of our rapid expansion in Glasgow, The Equinox was chosen to host the launch of the Financial Services Strategy Group for Scotland - a group on which our Chairman Peter Wood sat. The launch was led by Scotland's First Minister, Jack McConnell.
Our presence in Manchester - formerly in offices in Cheadle Hulme - took a huge step forward when esure moved into its state-of-the-art office, The Meridian, in central Manchester in April 2004. The Meridian is home to our innovative Claims Academy where claims staff are trained in an academy system which was given the UK's first 'prior learning accreditation' status by the Chartered Institute of Insurance.
Today across all of our offices, esure employs over 1,500 people and has call centres that are located only in the UK.
esure's marketing
esure's marketing has attracted a disproportionate amount of attention and comment in the short time since the brand's launch in 2001. Our campaigns featuring Michael Winner - which spawned the catchphrase: 'Calm down, Dear... it's a commercial' have attracted huge attention - with many people finding them the marketing equivalent of an unscratchable itch.
The adverts were shortlisted for the 2003 National Business Awards in the Advertiser of the Year category, and helped to generate huge national awareness. In 2005, esure introduced a new icon in its advertising to promote our internet benefits - Mister Mouse - before returning once again to feature Michael Winner in a new series of ads in November 2006.
In 2005, esure launched a new brand targeted at women drivers. Sheilas' Wheels has become iconic since launch thanks to its singing and dancing TV ads featuring three pink-clad 'Sheilas'. Sheilas' Wheels was designed to introduce a range of benefits that women would find helpful but - contrary to some people's beliefs - is also available for men either on their own or as part of their partners' policies.
HELP DESK - FREQUENTLY ASKED QUESTIONS
To help you find answers we've provided you with an easy way to search through our frequently asked questions below.
Q: When will I receive my policy documents?
A:
The policy documents will be issued on the next working
day after the date you paid for the policy.
For example, if you paid for your policy on Monday, the
documents would be posted out by first class post on
Tuesday.
Please note, however, that if you have purchased a Short
Term Policy, then Documents are only available to
view and download online. You can access them either
by clicking on the 'Policy History' tab from your policy
screen or by clicking on the link supplied in your welcome
email. For this type of policy documents are not posted
out.
Q: What products do you offer?
A:
Bike Insurance: www.ebikeinsurance.co.uk
Van Insurance: www.evaninsurance.co.uk
Courier Insurance for Bike or Van: www.ecourierinsurance.co.uk
Car Insurance : www.ecarinsurance.co.uk
Modified Car Insurance: www.emodifiedcarinsurance.co.uk
Business Car Insurance: www.ebusinesscarinsurance.co.uk
Specialist Female Car Insurance: www.eladydriverinsurance.co.uk
Trouble getting reasonable insurance due to points on
license? Try: www.elifebeltinsurance.co.uk
Home Insurance: www.ehomeinsurance.co.uk
Q: My car is not listed.
A:
In this instance, you should email us at:enquiries@ecarinsurance.co.uk
providing the following details of the car: Make,Model,
Detailed Model Type, Body Style (e.g. estate), Year of
Registration, Fuel Type, Geared / Automatic, Exact Engine
Size CC, Number of Doors and if it is Imported - where
from?
We will only provide cover for vehicles officially
imported into the UK that are coded by the Association of
British Insurers.
If you do not provide all these details we will be
unable to look into your request any further.
If your vehicle is not listed, you should not use
the nearest alternative as this could invalidate your
insurance.
If your exact vehicle is not listed, you should contact
us straight away.
If you have a Rover 100 Series car please read the
following:
The name Rover 100 may refer to one of two different
British motor vehicles:
* The Rover P4 100; produced by The Rover Co. Ltd. from 1960-62
* The Rover Metro, at various times also known as the
Austin Mini Metro and Rover 100, amongst other names;
produced by Austin Rover Group and MG Rover Group from 1980-98
We do not cover the original Rover 100 from the 1960s on
our standard car policy as it would be classified as a
Classic.
If you have one of the later Rover 100 series vehicles
then you will have either a Rover 111, a Rover 114 or a
Rover 115.
Please do not select Rover 100 as this relates to the
original 1960s model.
Q: Am I covered Third Party to drive any other vehicle?
A:
The "Driving other cars on a Third Party Only
basis" extension is only provided on policies
where the proposer/main driver is aged 25 years and
over when the policy is taken out or renewed.
The following additional wording will appear on your
certificate if you are eligible for this extension:
"The policyholder may also drive, subject to the
owner’s permission, any motor car which does not belong
to him/her, or is not hired to him/her under a hire
purchase agreement."
Cover for driving other cars is restricted to the
Policyholder only and cover will be limited to Third Party
Only. There will be no cover for any loss or damage to
the car being driven under this extension.
Q: Am I covered to drive abroad?
A:
We allow unlimited foreign use in EU countries and a few
others.
You have the same cover in all the countries listed in
the Territorial limits that you do at home. For example,
if you have comprehensive cover in the UK you will have
comprehensive cover in the EU.
A Green Card is no longer necessary if you are
travelling within the territorial limits of the policy.
Your Policy, Schedule and Certificate of
Motor Insurance will provide sufficient evidence that
you are complying with the laws relating to compulsory
motor insurance in any of these countries that you visit.
See also "What are the territorial limits of the
policy?"
Q: Can you fax or send my cover note to the dealer I am buying the vehicle from?
A:
Yes. Just email us at enquiries@ecarinsurance.co.uk
with the details of the Salesperson and the Dealer's
address and we will send the cover note within the next 3
working days.
This will not affect the certificate which is sent to you
in the post on the next working day.
Q: Can I pay for my policy in monthly instalments?
A:
Standard - This is an annual policy which can
either be paid in full or by monthly direct debit
installments (provided you are aged over 18 and have a
bank account).
To view the monthly amounts, please click
"Proceed" on the quote screen, go past the
"Features and Benefits" and select "Direct
Debit". Full details of deposit amount, monthly
premiums and additional charges are displayed. Please
note, you will not be committing to the policy by
selecting the "Proceed" button.
The deposit must be paid online by card, the remaining
nine payments are made from your bank account via Direct
Debit. Please note, although there are only 10 payments,
this is for 12 months of cover.
As Direct Debit is a credit agreement, this can
only be offered to policyholders aged over 18.
Pay As You Go - this is a monthly contract. Payment
is made each month via payment card details which are held
securely encrypted on the WorldPay
website.
Q: My Occupation is not on your list. What should I input?
A:
We do not list every occupation. Please select the
category that most accurately describes your occupation.
For example, a plumber or joiner would input "Building
and Allied Trades".
If you do not find anything suitable, please contact the
helpdesk by emailing enquiries@ecarinsurance.co.uk.
If you input an occupation with the description "Other",
your use will be limited to social, domestic, pleasure and
commuting to one place of work.
Q: Can I insure two vehicles on the same policy but at different levels of cover?
A:
No.
You can insure up to four cars on the Standard and Pay As
You Go Products (provided that the vehicles are acceptable
to our Underwriters), but the cover relates to the
policy and not individual cars.
E.g. You cannot have one car covered fully
comprehensive and another covered third party only on the
same policy.
Q: How do I make changes to my policy online?
A:
As eCar Insurance is an online company, you are required
to make any changes to your policy online.
1) Please go to our home page www.ecarinsurance.co.uk
2) Log in using your email address and policy number (or
log in using password – if you do not already have a
password, you will later be invited to either create one
or skip this option.)
3) From the “Welcome” page, select the “Policies”
tab.
4) Select the “View Policy” button next to the
policy you wish to amend.
5) Select “Make Changes to your Policy”.
6) Select “Make Multiple Changes”.
7) Navigate to the appropriate section (Contact Details,
Drivers, Vehicles or Cover) and make the changes on
screen.
8) Ensure you set the correct date and time
from which you require the change to take effect.
9) Proceed to the “Quote Screen” by clicking “Next
Step” buttons - details of any change in premium
will be given on screen.
10) If you wish to proceed, tick the “Terms and
Conditions” box and click “Confirm Changes”.
11) If you do not wish to proceed, you can abandon the
changes and your policy will remain unchanged.
Following any changes online, new documents will be
posted to you first class the next working day.
Q: I am thinking about buying a car that has been imported from outside Europe. Would you be able to provide cover?
A: We will only provide cover for vehicles officially imported into the UK that are coded by the Association of British Insurers.
Q: Can you provide me with a quote for my classic car?
A: We do not yet offer classic car insurance.
Q: Do you insure young drivers?
A: Yes we do - the minimum age is 17.
Q: How can I be removed / unsubscribe from your email list?
A:
If you have got a quote from us, given your consent for us
to email you and subsequently changed your mind, you can
stop these emails by using our unsubscribe page.
Please click here
to access our 'Unsubscribe page'. You will be asked to
enter your email address.
Please note that this will not stop any emails related to
a policy you hold with us - just occasional mailings about
other products or services.
Q: What is the maximum age driver you will insure?
A: We will insure drivers aged 17 years to 75 years.
Q: How many motoring convictions do you accept?
A:
This is dependent on the type of conviction, you will have
to get an online quotation to see what effect they have on
the premium we can offer.
You may be interested in www.elifebeltinsurance.co.uk
if you have trouble getting reasonable insurance due to
points on licence.
Q: My car has been modified; will you be able to provide cover?
A:
Yes, please go to www.emodifiedcarinsurance.co.uk
We recognise that people with modified cars often struggle
to find a competitively priced insurance policy. That is
why we have designed this product specifically for them.
We have an extensive modifications section to select from
when doing a quote. If you have a modification which is
not listed, please email enquiries@emodifiedcarinsurance.co.uk
Q: I have been driving a company car for the last 5 years. Will you allow me any No Claim Bonus?
A: Yes - subject to a letter of proof from your employer stating the period of time that you have been driving accident free on their policy.
Q: What is an excess?
A: This is an amount you must contribute towards the cost of a claim.
Q: If I've been named on another policy, am I entitled to any no claims discount?
A:
No.
The No Claims Discount would be in the name of the
policyholder rather than a named driver.
Q: How do I make a claim?
A:
It is important that you report any claim you wish to make
against your eCar Insurance policy as soon as possible.
To report a claim please telephone our 24 hour claims
notification helpline on 0870 756 6875.
When you call, please have your current certificate of
insurance ready and full details of the incident.
To request Breakdown Recovery, please phone:
For policies bought before 02/04/2007: 0800 169 2644
For policies bought after 02/04/2007: 0808 168 0752
To report a Windscreen claim, please phone 0870 300
0149.
These lines are manned 24 hours a day, 365 days a year.
Q: Am I entitled to a Courtesy Car in the event of a valid claim?
A:
If the vehicle is repairable and our approved repairer is
utilised, every effort will be made to supply you with a
courtesy car for the duration of the repairs. This is
usually a small class 'A' vehicle such as a Vauxhall Corsa
or Ford Fiesta.
These are provided subject to availability and
therefore we cannot guarantee you will receive one.
Q: I would like to protect my No Claims Discount. How do I do this?
A:
If you have 5 or more years No Claims Bonus then
this is automatically protected and guaranteed for
life.
This means that once you have 5 years or more NCD then we
will not reduce your No Claims Bonus regardless of any
number of claims.
Protected No Claims Bonus and the Guarantee for life are
not available if you have less than 5 years No Claims
Bonus.
Q: Can I get instant cover?
A: Yes, you can - just ensure that you specify today's date and the time you require the cover to begin.
Q: Do you insure motorbikes?
A:
Yes we do. We cover both modern and classic bikes.
www.ebikeinsurance.co.uk
Please note, this would be a separate policy to your eCar
policy.
Q: Do you insure vans?
A:
Yes we do.
www.evaninsurance.co.uk
Please note, this would be a separate policy to your eCar
policy.
Q: Do you insure cars and bikes on a joint policy? i.e. one policy for the two vehicles.
A: No, although we are developing systems to allow something like this.
Q: I have not yet received my Pass Plus certificate number, what do I do?
A:
We appreciate that there is sometimes a delay in receiving
the Pass Plus certificate number. If you have completed
your Pass Plus, please complete the question with “Awaiting
certificate”, and then log in to update this as soon
as the certificate is received.
You may only do this if you have already completed Pass
Plus.
Once you have received the certificate you must keep it
safe as you may be required to produce it in the event of
a claim.
If you cannot produce the certificate it may invalidate
your claim.
Q: Do you insure Mobile Homes or Camper Vans?
A: No. We do not cover Mobile Homes or Camper Vans?
Q: I have a foreign licence: Do eCar accept foreign licences?
A:
We only accept UK and EU licences.
It is your responsibility to ensure that you hold the
correct entitlement to drive the van insured, if in doubt,
please check with the DVLA
and/or equivalent organisation from the country of origin.
We do not accept International or any other type of
foreign licences.
Q: How do I change my Direct Debit details? How do I change the date of my Direct Debit payment?
A:
Our Direct Debit facility is provided by Conister Trust
Plc and is administered by Panacea Finance.
If you need to make any changes to your Direct Debit
payment(s) then you will need to contact them directly.
They can be contacted on 0870 757 4427 and are
available between the hours of 9am and 5.30pm Monday to
Friday.
The eCar installment plan will be underwritten by either Conister
Trust PLC which is arranged and administered on their
behalf by Panacea Finance Ltd, or Panacea Finance Ltd
directly.
Either can be contacted by writing to:
Panacea Finance Ltd,
MMT Centre,
Severn Bridge,
Aust,
Bristol
BS35 4BL
Please note that if you have a Pay As You Go monthly
policy and you pay by card, rather than by Direct Debit,
your "FuturePay" agreement is held by "WorldPay"
NOT Panacea/Conister.
See also:
"How do I cancel my Worldpay / Futurepay Agreement
for my Pay As You Go policy?"
"How do I contact WorldPay?"
Q: What is Pay As You Go?
A:
Pay As You Go provides cover on a monthly basis for a
monthly premium.
You can purchase cover when you need it and cancel when it
is not required.
A renewal notice will be sent shortly before the expiry of
the policy.
If you would like the policy to continue for another
month, we will renew it automatically and collect the
monthly premium.
If you would like to cancel your policy, you will need
to log in to "Your Account" via the Customer Log
In area on the homepage to cancel on or before the expiry
date.
• Earn 1 years NCD for only 8 months' claim free
cover.
• Maximum No Claims Discount guaranteed for life.
• The monthly rate you are quoted will be guaranteed for
8 months providing no changes are made.
Q: What is the Lifetime Guarantee?
A:
If you have earned your right to maximum No Claims
Discount (NCD) you can now keep it for life! eCar
Insurance will not reduce your NCD following any number of
claims.
This outstanding policy benefit is available to all
proposers who have 5 or more years NCD.
Once you earn 5 years NCD, with eCar your NCD will be
guaranteed for life.
Q: Class of Use
A:
• Social, Domestic and Pleasure will allow all
drivers to use the car for private use.
• Social, Domestic, Pleasure and Commuting will
allow all drivers to use the car for private use and to
commute to a permanent place of work or study.
• Business use (Class 1) will allow all drivers
to use the car for private use and to commute to a
permanent place of work or study.
The policyholder and/or spouse may also use the car in
connection with his/her business or profession.
• Business Use (Class 2) will allow all drivers
to use the car for private use and to and from a place of
employment or study.
All drivers may also use the car in connection with the
policyholder’s business or profession, and for the
business of the policyholder’s employer or business
partner.
The policy will exclude use for:
• Hiring
• Racing
• Competitions
• Track days
• Rallies or trials (other than road safety rallies or
treasure hunts)
• Commercial travelling
• Carrying of passengers for hire and reward
• Any purpose in connection with the motor trade
Q: What is the Rapid Discount Accelerator?
A:
The eCar Insurance Rapid Discount Accelerator allows you
to earn 1 years NCD for 8 months' claim free cover.
The Rapid Discount Accelerator is available only on the
Pay As You Go product and means that you can earn 5 years
NCD in just 40 claim-free months!
Once you reach 5 years' NCD your discount will be
guaranteed.
Q: Free European Use
A:
All eCar Insurance policies provide cover within the Territorial
Limits of the policy throughout the policy year.
This extension is provided for the purpose of travel only.
Your permanent home must be in Great Britain, Northern
Ireland, the Channel Islands or the Isle of Man and must
also be your primary residence.
The cover provided within the Territorial Limits is the
same level of cover you have in the UK.
Please note, we do not offer European Breakdown Recovery.
Please refer to our on-line
policy booklet for more details.
Q: Can I insure more than one car with you?
A:
You can cover up to 4 cars on one policy provided all
drivers are aged 25 or over and provided that all vehicles
and drivers are acceptable to our Underwriters.
The policy cover you select will apply to all cars on the
policy.
You can cover up to 4 named drivers on a multi-car policy.
Q: Am I only covered Third Party when I go abroad?
A:
You will have the same level of cover in all the countries
listed in the Territorial Limits that you enjoy in the UK.
For example, if you have Comprehensive Cover in the UK you
will also have Comprehensive cover in the EU. Please note,
we do not offer European Breakdown cover.
All eCar Insurance policies provide cover within the
Territorial Limits of the policy throughout the policy
year. This extension is provided for the purpose of travel
only. Your permanent home must be in Great Britain,
Northern Ireland, the Channel Islands or the Isle of Man
and must also be your predominant residence.
You need to take your policy schedule and certificate of
insurance with you and this will act as proof that you are
complying with the insurance laws in each country. You
no longer need a Green Card.
We do not offer cover outside the EU.
European Accident Statement Forms are also available from
us:
Please email us on enquiries@ecarinsurance.co.uk
with your Full Name, Address and policy number and we will
post a copy of the form out to you.
So that the form reaches you before your trip, we
strongly advise that you send your request to us at least
a week before you leave the country.
Q: I am going to Europe on holiday do I have to inform you and do I need a green card? Do I need to pay for cover abroad?
A:
You do not need to notify us if you are taking your car on
holiday to Europe.
All eCar Insurance policies provide cover within the
Territorial Limits of the policy throughout the policy
year. This extension is provided for the purpose of travel
only. Your permanent home must be in Great Britain,
Northern Ireland, the Channel Islands or the Isle of Man
and must also be your predominant residence.
Your insurance policy covers you in the following
countries as standard and at no extra cost to you:
Great
Britain
Northern
Ireland
The Isle of Man
The Channel Islands
The Republic of Ireland
Austria
Belgium
Cyprus
Denmark
Estonia
France
(including Monaco)
Finland
Germany
Greece
Hungary
Italy
(including San Marino and the Vatican City)
Latvia
Lithuania
Luxembourg
Malta
The
Netherlands
Norway
Poland
Portugal
Spain
Sweden
The
Czech Republic
Slovakia
Slovenia
Switzerland
Croatia
Lichtenstein
Andorra
Iceland
Gibraltar
You will have the same level of cover in all the countries
listed that you enjoy in the UK. For example, if you have
Comprehensive Cover in the UK you will also have
Comprehensive cover in the EU. Please note, we do not
offer European Breakdown cover.
You need to take your policy schedule and certificate of
insurance with you and this will act as proof that you are
complying with the insurance laws in each country. You
no longer need a Green Card.
We do not offer cover outside the EU.
European Accident Statement Forms are also available from
us:
Please email us on enquiries@ecarinsurance.co.uk
with your Full Name, Address and policy number and we will
post a copy of the form out to you.
So that the form reaches you before your trip, we
strongly advise that you send your request to us at least
a week before you leave the country.
Q: How do I cancel my policy?
A:
As eCar Insurance is an online company, you are required
to make any changes to your policy online:
1) Please go to our home page www.ecarinsurance.co.uk
2) Log in using your email address and policy number (or
log in using password – if you do not already have a
password, you can skip this option by clicking “Continue”).
3) From the “Welcome” page, select the “Policies”
tab.
4) Select the “View Policy” button next to the
policy you wish to amend.
5) Select “Make Changes to your Policy”.
6) Select “Cancel Your Policy”.
7) Ensure you set the correct date and time from which you
require the cancellation to take effect.
8) Proceed to the “Quote Screen” by clicking “Nex