Esure Incorrectly Updated CUE Insurance Cancelled & Can t

[sheikhu1]

Hi all,

I’m looking for some advice because I’m stuck in a very difficult situation.

I had a motor insurance policy with Esure. During that time I was involved in two Non Fault accidents, both of which I declared honestly. My policy ended, and when I went to take out a new policy with another insurer, I was told that Esure had incorrectly updated the CUE database (Claims and Underwriting Exchange) to show more than 4 accidents and even 2 of them on same day.

Because of this error:

My new insurer cancelled my policy.

I’m now unable to get insurance with anyone else.

I cannot legally drive, which is causing me severe disruption and financial hardship.

I submitted a complaint to Esure on 19 August 2025, but despite chasing, they have not corrected the record. I’ve since prepared a Letter Before Action and a Schedule of Losses to take them to court if necessary.

I understand this also falls under the FCA rules on fair complaints handling and under the UK GDPR Article 16 – Right to Rectification, as it involves inaccurate personal data.

My questions are:

Has anyone been through a similar situation with Esure or another insurer misreporting CUE data?

Should I also escalate this to the Information Commissioner’s Office and the Financial Ombudsman Service, or go straight to court?

In the meantime, has anyone managed to get temporary insurance cover while CUE errors are being fixed?

This is having a huge impact on my ability to work and travel, so any guidance would be massively appreciated.

Thanks,

[ScoobyChris]

I went through something like this a few years ago and must have been lucky. I just rang up who I was insured with at the time of the claim, they reviewed CUE and agreed it was wrong and then submitted a "change request" which took a week or so to be processed. In the meantime, I just kept my current insurer in the loop so they didn't cancel the policy and waited for the update.

Hopefully you can get a resolution.

Chris

[paul_c123]

Can you quantify the disruption and hardship, being unable to obtain insurance, is giving you? I suspect you will need to quantify this at some stage in the process.

[sheikhu1]

paul_c123 said:

Can you quantify the disruption and hardship, being unable to obtain insurance, is giving you? I suspect you will need to quantify this at some stage in the process.

At the moment, the disruption is both financial and practical. Since my new insurer cancelled the policy, I’ve been unable to drive at all, which has meant:
Car hire quotes: The cheapest local hire I’ve found is about £180 a week (small car), so if I can’t get insured soon, that’s the sort of cost I’ll be facing just to stay mobile.

At the end of the day it is not my fault on top of that they are arguing the data they have is correct data they will not even correct it even i have told them i have police evidence of this but they would not correct this.

[Inbox]

I suggest you check the complaints policy of your previous insurer to understand the timescales in which they have to respond to you.

I suspect it is quite early in the process but that doesn't help resolve the issue quickly.

You have to exhaust the insurers complaints process before you can involve the ombudsman but this all takes time.

In the meantime maybe try and get your previous insurer to temporarily re-instate some insurance to get you mobile in your own car and stop the financial drain of a rental car.

Alternatively you could try an insurance broker, explain what happened and see if they can do anything.

Lastly, keep detailed notes on every correspondance and costs incurred (minimise costs as best you can).

[sheikhu1]

Inbox said:

I suggest you check the complaints policy of your previous insurer to understand the timescales in which they have to respond to you.

I suspect it is quite early in the process but that doesn't help resolve the issue quickly.

You have to exhaust the insurers complaints process before you can involve the ombudsman but this all takes time.

In the meantime maybe try and get your previous insurer to temporarily re-instate some insurance to get you mobile in your own car and stop the financial drain of a rental car.

Alternatively you could try an insurance broker, explain what happened and see if they can do anything.

Lastly, keep detailed notes on every correspondance and costs incurred (minimise costs as best you can).

Thank you for your reply. This is exactly what I have been trying to do. I have already emailed David McMillan, the CEO of esure, and he has assured me that the matter is being looked into. However, I must say that the level of customer service I have experienced is absolutely unacceptable. they would repeat same answer For every question you ask. they have told me someone Will give me Reply so hopefully will get a call today but saying that they were meant to call me yesterday and day before.

[alscar]

Sympathies for your plight - sounds very stressful and unnecessary.
If Esure have made an error despite you no longer being with them they still owe you a duty of care and need to treat all customers fairly ( TCF).
However if you have already written or emailed their complaints dept ( as well as their CEO ) that for the time being is pretty much all you can do in terms of following protocols.
Whilst it isn’t been that long as yet for them to investigate I trust you included in that complaint the fact that you no longer were able to get Insured and the results of that and any additional costs incurred ?
If you didn’t then you need to rewrite to them ( and their CEO ) pointing out that you will be looking at them to make good any resultant costs and indeed sort out the situation.
As also mentioned a broker may be able to find you Insurance ( at a cost ) but until the record is altered to show your correct details that needs remembering.
You certainly don’t want the situation of having to declare you have had Insurance cancelled as that has potential implications for the next few years.
Best of luck in getting sorted.

[sheikhu1]

Inbox said:

I suggest you check the complaints policy of your previous insurer to understand the timescales in which they have to respond to you.

I suspect it is quite early in the process but that doesn't help resolve the issue quickly.

You have to exhaust the insurers complaints process before you can involve the ombudsman but this all takes time.

In the meantime maybe try and get your previous insurer to temporarily re-instate some insurance to get you mobile in your own car and stop the financial drain of a rental car.

Alternatively you could try an insurance broker, explain what happened and see if they can do anything.

Lastly, keep detailed notes on every correspondance and costs incurred (minimise costs as best you can).

Thank you for your reply. I’ve just had a call from the insurer, who confirmed there has been a mistake and that they are looking into it. They told me that they will compensate me. When I asked whether they could arrange a replacement car, they refused. I then asked if they would reimburse me for hiring a car, but their response was not reassuring; they simply said I should carry on with my day-to-day life and do whatever needs to be done. They did not give me a clear answer, so I’m unsure whether they will compensate me if I hire a car—just a reasonably priced one suitable for my family. They also said it will take another four to eight weeks to investigate this matter.I cannot get insured anywhere until this gets sorted. I have asked broker as well and they have told me i need to get this sorted.

Thanks

[Monkeylegend]

Does this have any implications re the hire car and insurance cover.

Do they ask any questions re having insurance cover refused when using their insurance?

[sheikhu1]

Inbox said:

I suggest you check the complaints policy of your previous insurer to understand the timescales in which they have to respond to you.

I suspect it is quite early in the process but that doesn't help resolve the issue quickly.

You have to exhaust the insurers complaints process before you can involve the ombudsman but this all takes time.

In the meantime maybe try and get your previous insurer to temporarily re-instate some insurance to get you mobile in your own car and stop the financial drain of a rental car.

Alternatively you could try an insurance broker, explain what happened and see if they can do anything.

Lastly, keep detailed notes on every correspondance and costs incurred (minimise costs as best you can).

Thank you for your reply. I’ve just had a call from the insurer, who confirmed there has been a mistake and that they are looking into it. They told me that they will compensate me. When I asked whether they could arrange a replacement car, they refused. I then asked if they would reimburse me for hiring a car, but their response was not reassuring; they simply said I should carry on with my day-to-day life and do whatever needs to be done. They did not give me a clear answer, so I’m unsure whether they will compensate me if I hire a car—just a reasonably priced one suitable for my family. They also said it will take another four to eight weeks to investigate this matter.I cannot get insured anywhere until this gets sorted. I have asked broker as well and they have told me i need to get this sorted.

Thanks

[MrBen.911]

As a temp measure, can esure not insure your car, so you can use it? Understand you won't want to be with them in the longer term, but could this resolve the immediate issue?

[sheikhu1]

MrBen.911 said:

As a temp measure, can esure not insure your car, so you can use it? Understand you won't want to be with them in the longer term, but could this resolve the immediate issue?

I asked them but they told me they would not do this. they are accepting the mistake but they are trying to see why the mistake happened ? I asked them what should i do in the mean time. They did not had answer for this.

Thanks

[paul_c123]

Can the usual temporary insurers offer short term insurance, thus avoiding the additional expense of hiring a completely separate car (as well as its insurance)?

[Simpo Two]

sheikhu1 said:

I asked them but they told me they would not do this. they are accepting the mistake but they are trying to see why the mistake happened ? I asked them what should i do in the mean time. They did not had answer for this.

I would ring them up again and tell them to put your car back on cover immediately and they can figure out why the mistake happened later. That part is nothing to do with you. Keeping you off the road for 4-8 weeks is ridiculous.

Sometimes when you're dealing with 'the answer is no' people you have to be firm (politely), think fast, reason and not just roll over.

[RSTurboPaul]

Get as much of the correspondence in writing as you can, so you have records that can't be 'accidentally deleted'.

If it is a phone conversation, you should be able to record it yourself as long as you inform the person at the other end at the start.

You could also follow up calls with written notes via email 'for the record'.

[sheikhu1]

Simpo Two said:

I would ring them up again and tell them to put your car back on cover immediately and they can figure out why the mistake happened later. That part is nothing to do with you. Keeping you off the road for 4-8 weeks is ridiculous.

Sometimes when you're dealing with 'the answer is no' people you have to be firm (politely), think fast, reason and not just roll over.

I’ll call them again tomorrow and ask them to arrange something. When I told them to insure me temporarily, they said they don’t offer temporary cover. Temporary cover is actually more expensive than hiring the car itself. I’ve already tried Admiral and Cuvva.

Esure as usual, they’re just trying to save money while making me wait.

I feel like going legal honestly but not sure if that would help fast things.

[Simpo Two]

sheikhu1 said:

I feel like going legal honestly but not sure if that would help fast things.

It will only take more time and money.

Temporary cover is a different product; they know and have accepted your genuine insurance history so they should give you a normal policy - tomorrow. Good luck!

[Red Devil]

sheikhu1 said:

Inbox said:

I suggest you check the complaints policy of your previous insurer to understand the timescales in which they have to respond to you.

I suspect it is quite early in the process but that doesn't help resolve the issue quickly.

You have to exhaust the insurers complaints process before you can involve the ombudsman but this all takes time.

In the meantime maybe try and get your previous insurer to temporarily re-instate some insurance to get you mobile in your own car and stop the financial drain of a rental car.

Alternatively you could try an insurance broker, explain what happened and see if they can do anything.

Lastly, keep detailed notes on every correspondance and costs incurred (minimise costs as best you can).

Thank you for your reply. This is exactly what I have been trying to do. I have already emailed David McMillan, the CEO of esure, and he has assured me that the matter is being looked into. However, I must say that the level of customer service I have experienced is absolutely unacceptable. they would repeat same answer For every question you ask. they have told me someone Will give me Reply so hopefully will get a call today but saying that they were meant to call me yesterday and day before.

In your position I would continue to do this. Dealing with the organ grinder rather than the monkeys usually get results. I would also record every conversation I had with esure.
Your last resort is a complaint to the Ombudsman but there is a lengthy waiting period before this can be done - https://www.financial-ombudsman.org.uk/consumers/c...

[ScoobyChris]

Red Devil said:

Your last resort is a complaint to the Ombudsman but there is a lengthy waiting period before this can be done - https://www.financial-ombudsman.org.uk/consumers/c...

Insurance companies will want to avoid this as IIRC it costs them a fee (Google suggests up to £650) in addition to any compensation they are told to pay out. When I raised a complaint about the handling of a claim, my insurance company were keen to offer me cash to resolve the complaint after their internal time window ran out, rather than letting it escalate further.

Chris

[loskie]

if paid for by Credit Card does the credit card protection scheme help in such issues?