ERS Avis 1 833

Read your policy - no partial refund if policy is ended early. Sold vehicle, cancelled policy with 3 months remaining, no pro-rata refund, unlike the vast majority of other insurance companies.

It's not hidden, but neither is it openly communicated on taking the policy.

I’ve had a very disappointing experience dealing with ERS.

The core issue is simple: they settled a third-party claim against us for the wrong incident.

We were involved in an incident in June involving a concrete post, yet the claim they settled refers to damage to a bollard/barrier in November. These are clearly not the same thing, but despite raising this multiple times, ERS have failed to properly address or explain the discrepancy.

Instead of engaging with the actual concern, their responses have been generic and focused on liability and claims process—neither of which were ever in dispute. The issue has always been about being held liable for something that does not match the incident we were involved in.

For a company that claims to take complaints seriously and settle claims on the “best possible terms,” this has been extremely frustrating. There appears to have been little effort to properly investigate or validate the details before settling.

As a small business, being incorrectly linked to the wrong claim is a serious matter, and the lack of accountability or clear answers has been very disappointing.

I would not recommend based on this experience.

June was very knowledgeable and helpful in dealing with my claim

VERY POLITE STAFF, KNOWELEDGABLE AND QUICK. GAVE GREAT SUMMARY OF WHAT HAPPENS NEXT, NO QUESTIONS NEEDED AT THE END AS EVERYTHING COVERED WHICH WAS GREAT

Chiara was easy to deal with, helpful, patient and understanding. Explained everything in simple terms, easy to understand. Didn't take up too much time.

Very helpful and easy dealing with them in every situation I've raised along the way

Mary-Jayne was excellent to deal with. It makes a change to deal with someone locally who is not a robot. 5-Stars from me.

Very helpful and very informative
Thank you

Excellent response

The agent was very good and responding quickly and handled the claim

A genuine mistake when purchasing a Motorhome policy with ERS through a broker led me to charge made by ERS of £211 for 30 days cover, there broker explained this was to stop customers cancelling their insurance during the winter, but I needed the insurance for the year as I intend to use my camper van as a day van in the winter. I think this charge is outrageous it would have been worse if the Broker had charged me the £64 admin fee! but they have a heart, and waived it as they event thought they I had been treated harshly!!!
The issue was that ERS WILL NOT MIRROR any existing policy so I went to a FRENCH company who knows how to treat their customers, I'm not saying that insurance companies are wonderful as they are set up to make HUGE profits and no longer for the benefit of their customers, as with most large organisations are now so greedy and we (the minions) have no power to stop them.

Highly commend Caitlyn
Made the process so easy and explained everything so well
A real brand ambassador
Exceptional service

Very professional, polite and clearly spoken.

Was unsure what to do but very lovely helpful lady helped to guide me at every stage and explained what would happen next

Easy to talk to and explain circumstances. Service agent was understanding and helpful. Felt that the matter would be handled efficiently and without complications.

Very easy to get through & the agent handling the call was very efficient & helpful

I had a bad experience when having a new windscreen fitted through my insurance using national windscreens.
When contacting ERS they was extremely helpful in resolving the issue swiftly.
Big thanks to mary jane who dealt with the issue

Terrible customer service and experience.
Take forever to answer emails
Charge more and more
Don’t sort the excess out and make you pay it instead of just claiming it back. Never had to before.

Such a lovely calm advisor. You are lucky to have Lilly.
Explained steps, and what happens next, made me feel it has all been sorted.

The people on the phone are generally very nice but provide incorrect information about the process.

The first person (who was very nice as 1st contact post-accident) told me I would receive a call to progress the repair. But the next call did not have all the information about the accident. They then said someone else would call in the next 20 minutes to outline the repair process. This call never happened. Instead, I received an email stating that they were waiting for me to say what I wanted to do next!

When I subsequently chased them up, the next person gave a very different account of the process and was unapologetic that the communication had been poor. Only after my call did I receive an email outlining the actual process.