Our dedication to exceptional customer service drives our daily operations. Our customer-focused teams are the foundation of our business, ensuring that every interaction with our customers goes beyond a standard transaction to become a brilliant experience. Explore the vibrant world of our customer-centric operations, where our teams work tirelessly to make a positive impact.
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Operations
Our fantastic customer team are the face of our business and responsible for providing outstanding customer service. They interact with our customers over 7 million times every year, through seven different channels including live chat, over the phone, via social media and email.
We have teams in:
- Telephony
- Admin
- Broker
- Delivery & Planning
- Services
- Live Chat
- Social Media
Claims
Nobody wants to be in a position where they need to claim on their insurance policy, but if our customers find themselves in that situation, our Claims team are there for them every step of the way. The team is there to support our customers and alleviate the stress associated with making a claim, working hard to make it as smooth and worry-free as possible.
The Claims department is made up of a range of specialist teams working together to deliver a claims service that is quick, fair, positive and cost effective. Combatting fraud is also essential in order to protect the interests of esure and our customers.
Our specialist teams are:
- Claims training
- Home claims
- Motor claims
- Customer claims liaison
- Engineering services
- Third party damage & recoveries
- Credit hire
- Personal injury
- Direct claims
- Technical claims
- Fraud & financial crime
- Claims risk & control
Customer relations
The customer relations team is on hand when we need a more in-depth resolution with customers, where our role is to offer an easy and timely complaints procedure for customers. We deal with a mix of enquiries and customer complaints across a variety of themes.
