I was involved in a car accident where I was not at fault, and the other driver, who was also insured by ERS, admitted fault straight away, making this an internal claim between ERS policyholders. Despite this clear liability, ERS’s handling of my claim was nothing short of disastrous.

Although I was informed that my claim was passed to a third-party company for the car settlement, (completely understandable to avoid any conflict of interest, the third party company were brilliant!) ERS subsequently acted as if they had no knowledge of the matter once that part of the settlement was concluded. I was repeatedly forced to provide the same information to ERS over and over, exposing a clear lack of coordination between the two companies and leaving me to manage the process alone. The third party company also confirmed they hadn’t received any correspondence from ERS after passing the information over.

ERS pushed every deadline to the legal limit, causing unnecessary and frustrating delays. Throughout this time, my communications were routinely ignored, and I was passed between different representatives, often dealing with a new person every time I emailed or called, usually having to re-explain everything over the phone.

The PI settlement offer was unreasonably low, and customer service over the phone was frequently dismissive and, at times, outright rude. It took over three months for the car payment to reach the car finance company, during which I was left to cover the accruing interest charges. The finance company (a main bank) tried to rectify this for me, but ERS provided an incredibly poor ‘proof of payment’ that didn’t clarify anything meaningful to the bank.

I filed a formal complaint, which was the only time I received any meaningful updates or clarity from the company. However, after requesting to file a second complaint, in what appears to typical ERS fashion based off the other poor reviews, this was ignored, despite asking multiple times.

Whilst there is much more small things I could pick out, these are just the general overarching issues I experienced. Overall, I couldn’t wait for the experience with ERS to end.

This level of disorganisation, disregard for customer concerns, and lack of transparency is completely unacceptable. I strongly advise against using ERS if you expect professionalism, timely communication, and respect.