ERS Opiniões 1837

This review follows damage to a classic car on a DFDS ferry, see DFDS review on Trustpilot that was updated on 11th July 2025.
After going through the process of making a claim on DFDS for the damage that was totally their fault, and receiving their rejection, I made a claim on my insurers ERS.
They are a company I have been with for a considerable time, and as far as I recall this is the first claim I have made.
However I am now questioning my decision to stay with them. Despite having sent them photographs of the damage, on more than one ocassion , a copy of the DFDS Vehicle Damage Report, Invoices, and the details of a witness to the accident, the claim is now being questioned and I am once again being asked for information already sent to them.
I am really at a loss for words.
Update - 25/09/25
I very much look forward to hearing the views of ERS on my complaint.
If they are prepared to question a claim that is absolutely genuine, and one where the blame was clearly not mine, it's not surprising that there are 8% of one star reviews from other ERS customers on this site.

Thank you for being so supportive with my claim, as a long standing customer that is very happy with the service you provide going the extra mile at this stressful time is the reason why I keep coming back

Positive, friendly & informative

June was super helpful and reassuring.
She explained the steps to me and was pleasant and professional

Speaking with June made the process easy

June was very helpful and understanding in the situation that has arisen for me. Being hit by a provisional license holder who was driving without being supervised and no L plates.

Kayleigh was very helpful and patient. Whilst on the call I had to deal with other things relating to the business and she was very professional and didn't rush me, very nice to see people still take pride in their jobs and she is an asset to ERS

Very polite and well informed.
Chiara Did a great job, no issues at all.

It took me a while to get to someone who could help me, but once there the operative couldn’t have done a better job, very happy with how I was treated.

Knowledgeable and polite. Took the time to explain and answer questions. Very clear explanation of the repair process, how excess payment works etc.

All our queries were answered clearly and efficiently. All very helpful thank you

Quick, Friendly and Clear.

Solar was really kind and helpful. Very upsetting when your learner driver son has an accident - and especially when it’s his fault and everyone is very shaken and upset, but his calmness, the clarity of his explanations of the process, and his helpfulness made me feel reassured.

Good communication, helpful staff

Friendly, helpful service.

My telephone call was excellent in every department, and my agent Nicola very professional

I want to extend my sincere thanks to Kayleigh Amor and the team at ERS for the outstanding support I’ve received regarding the windscreen issue on my vehicle.

Kayleigh handled everything with a level of professionalism and care that truly stood out. She took the time to clearly understand the problem and then guided me step by step through what needed to be done, ensuring the process was as smooth and efficient as possible. Her communication was clear, reassuring, and focused on getting my car back on the road with minimal hassle.

Although the repair hasn’t been completed yet, it’s clear that, thanks to Kayleigh’s support and expertise, it’s well on its way to being resolved quickly and properly.

ERS should be extremely proud to have someone like Kayleigh on the team—her dedication, efficiency, and customer-first approach are exactly what excellent service looks like.

Thank you again for turning a potentially stressful situation into a seamless experience.

Best regards,
Veselin Hristov

Nicola made the whole process very easy for me and had a very pleasant manner.

Excellent service. Process straightforward

Easy and straight forward