Firm analysis

esure Insurance Limited complaint analysis

A public analysis page covering published Financial Ombudsman decisions involving esure Insurance Limited, including outcome context, product mix, complaint themes, and representative cases.

Page summary

1,842 published decisions involving esure Insurance Limited, with product mix, upheld-rate context, complaint themes, precedent signals, and representative cases.

Published decisions

1,842

Firm-specific decision volume in the public corpus

Upheld rate

46.4%

855 upheld decisions

Latest published decision 02 Feb 2026

Published decisions

1,842

Firm-specific decision volume in the public corpus

Upheld rate

46.4%

855 upheld decisions

Leading product

Insurance

1,090 decisions

Leading complaint theme

Delay In Claim Handling

172 tagged decisions

esure Insurance Limited at a glance

esure Insurance Limited appears in 1,842 published decisions in this corpus. 46.4% of those decisions were upheld, which gives a public view of how often complaints involving this firm ended in a fully upheld outcome in the final published set.

Insurance is the firm’s clearest product exposure in the published decisions, with 1,090 decisions and an upheld rate of 51.7%.

  • Latest active year in the published data: 2026 (3 decisions)
  • Most common complaint theme: Delay In Claim Handling
  • Most common precedent signal: Disp

Volume and outcome trajectory

esure Insurance Limited's decision trail runs from 2013 to 2026. That range gives enough public history to see whether complaint exposure has been broad-based or concentrated into certain years.

In the latest year represented here, esure Insurance Limited appeared in 3 published decisions with an upheld rate of 33.3%.

  • 2026: 3 decisions, 33.3% upheld
  • 2025: 200 decisions, 52.0% upheld
  • 2024: 261 decisions, 69.3% upheld
  • 2023: 204 decisions, 60.8% upheld
  • 2022: 147 decisions, 46.3% upheld

Themes, products, and precedent signals

Delay In Claim Handling is the strongest complaint-theme signal tied to esure Insurance Limited in the published decisions. In this corpus, those themes are the most stable public proxy for complaint “type”.

Disp, Icobs are the most visible precedent signals in the firm’s published decisions. That gives extra context on the rules and fairness arguments appearing most often around the firm.

  • Insurance: 1,090 decisions
  • Second complaint theme: Communication Failure
  • Second precedent signal: Icobs

Representative cases

Recent published decisions in this slice

5 examples shown

DRN-600512002 Feb 2026Not upheld

esure Insurance Limited · Insurance

For the reasons I have given I don’t uphold this complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr B to accept or reject my decision before 2 March 2026.

View source decision
DRN-603903002 Feb 2026Not upheld

esure Insurance Limited · Insurance

For the reasons I’ve explained, my final decision is that I don’t uphold this complaint. I don’t direct esure Insurance Limited trading as Sheilas' Wheels to do any more in response to this complaint.

View source decision
DRN-591047629 Jan 2026Upheld

esure Insurance Limited · Insurance

For the reasons given above, my final decision is that I uphold this complaint. I require esure Insurance Limited to carry out the redress set out above.

View source decision
DRN-584665024 Dec 2025Upheld

esure Insurance Limited · Insurance

DRN-5846650 The complaint Mr M complained about delays in esure Insurance Limited’s (“esure”) handling of his claim and the impact this has had on him, under his motor insurance policy. What happened Mr M was involved in a collision when driving in October 2024. He said the third party ... (3 pages)

View source decision
DRN-600513124 Dec 2025Not upheld

esure Insurance Limited · Insurance

DRN-6005131 The complaint Mr F complained about the settlement esure Insurance Limited (“esure”) offered following damage caused to his garage and a wall, under his home buildings insurance policy. What happened A car collided with a wall and garage at the rear of Mr F’s home causing da... (3 pages)

View source decision