I have had an ongoing claim for 8 months now after a woman reversed in to my car,
Direct line have so far acted as their own party in this claim and have not been on my side at all, I have put in numerous complaints to their "team" all of which I'm given a letter saying sorry but no improvement, I am now complaining to the Ombudsman about their conduct as a company.
for the past 8 months I have been waiting for the claim to be closed, they have lied to me about witness statements being sent out to my witnesses, they have lied about them coming back to them, I was left without a car for 4 weeks, and in December received threatening phone calls from the third parties Husband who had only just been informed about the claim.. In DECEMBER! And Direct Lines answer to this was "well there's nothing we can do maybe you should change your number?"
They told me to obtain more evidence I myself would have to go to the small Tesco's store and ask for their CCTV of the day the accident happened? To which you can image Tesco's response was!
I have contacted them on every occasion for updates which has cost me hundreds each month on my phone bill with their 0845 numbers, because they NEVER ring me, only to be told I ring too much!
I contacted them in January to ask about the process of the claim and was told that it should have by now been taken to court for action but no one's actually put it through despite their policy that this should have been done after 8 weeks from he date of the accident, and yet no one had yet picked up on this?
Their complaints department wrote me a letter saying if I wished to discuss my complaint further to contact "Joe blogs" only for me to then ring to discuss it and find that he closed my complaint on the date he wrote me the letter???
and so 8 months on I am paying a higher premium because they will not give me my 1 years no claims discount, I can't go to another company because of that and the fact that I have an open claim, I am basically a Hostage Customer to Direct Line! And can't even afford to ring and tell them this!!!
Just received a Residential Property Insurance renewal letter from Direct Line for buildings only cover which has increase 623% in one year yes 623%!!! It has gone from £177.12 to £1021.49 and then the direct debit is no longer 0% but 8% interest which increases the total payable on a like-for-like basis to £1103.16, there is no apology for this in the letter - strange way to treat customers, I have not made a claim ever for this policy either.
I spoke to two people at Direct Line and the company line is that a 'geo spatial' survey has been undertaken and the increase is due to an increase in risk profile of the property location. The property is a victorian 2 up 2 down terrace house in St Margarets, Twickenham, Middlesex......not an area that has changed in the last 12 months.
Not sure what has happened at Direct Line but I will never use them again for any type of insurance.
I have stayed with Direct Line Car Insurance for over 3 years, making regular payments every day on the 28th of the month, even the renewal date every december, I would call to say that I will keep with them. Their reply no problem Mr Smith will take the initial payment as always on the 28th of such amount and then such amount again on the 28th of each month. So anyone with Direct Line, can you advise that when you make the payment say on the 28th of Feb, that payment is to cover your car for insurance in March, and the 28th March payment to cover you in April etc. If, from what I can remember, when I started my insurance with Direct LIne, I made a one upfront payment and a direct debit setup for the 28 of each month there after. So I took this to mean I was paying for insurance cover up front for the month in advance to cover my car. Now after canceling my cover as I sold the car, I called Direct Line around the 20th March, advised that the car would be gone on the 23 March. They then told me to send in post the certificate with the date that the car was sold so that the cover would be stoped as of that date. All done, and letter to confirm the date the 23 March 2011l. Told also that they Accounts would be in touch to advise if they owe me or I owe them. Now as I take it the car was sold 5 days before the next due payment date for the new month, so I wouldnt owe them, they may owe me. Just in the last few days get a letter saying I owe them £139 which is around £20 more than my normal rate. When I spoke to them they said there is no cancellation fee the amount in the letter is the car insurance cover up to the date of cancellation (when the car was sold). OK 23 March, ???can anyone shine a light on to this, and how Direct LIne can claim this...also they say if i dont pay this amount they will take it to a debt collection agency....
i had been with direct line for over 8 years but have recently had to leave due to imcompetance! they charged me over £2000 for a renewal and then couldnt get it right. took many many phonecalls and they still had the nerve to try and charge me for cancelling! were a good insurer as long as you never want to leave!! they tell you anything just to get you off the phone and not 1 of the people i spoke to realy knew what to do RBS have destroyed a good reputation and just dont care about the customerAVOID !! now using CO-OP bargain!
I have just received my Home Insurance renewal from Direst Line.They started by stating "Thank you for insuring your home with us for the past 22 YEARS". Then had the audacity to ask for a renewal premium for Buildings & Contents of £788.55 a massive increase of £544.07 on last year's figure of £244.48. My circumstances had not changed & there had been no claims. I asked them to look at reducing it & the best they could offer was £480 P.A. When I asked them to match the quote I had from them on line of £261.45 they refused. I have had to cancel my existing policy with them & take out a new one online. What a ridiculous world we now live in. So much for loyal trouble free customers!Would have changed companies but could not get any where near this online quote!L40 WHATEVER
We just had a renewal quote from direct line for £617 for home and buildings insurance. It has risen sharply over the last 2 years and seemed very high. I checked other quotes, Swinton came out at £260 for similar cover! but they have a terrible reputation. My experience with Direct Line has been good having made a claim for a stolen mountain bike so I'm reluctant to change. But, on-line Direct Line quoted £378! We phoned them and they offered £375 included home emergency. While pleased to have saved all this money I know they've been ripping us off. What about the people who don't ring around, such as the elderly. Its appalling that they should be robbed in this way.
Is everyone sitting comfortably? Then I'll begin ...
I have always been a named driver on my mum's insurance via Direct Line. Whilst on her insurance I managed a number of interesting manoeuvres and yet somehow 5 years later she still had a couple years no claims bonus! I bought my new (second-hand) car and then set about insuring it. After all the hundred of comparison adverts on the television I began my search there. I was 25 years old at the time and everywhere was quoting higher then my budget would allow or barely covered me for anything.
I was on the phone with my mum when she told me to call Direct Line for a quote as they've always been good to her. It did dawn on me that I hadn't seen them on any of the compare websites. I had a look on their website and entered all my details. The quote was really good so I phoned the customer phone number to try and make sure the quote was right. Whilst talking to the lady on the phone I mentioned I had been a named driver previously, gave her my mum's policy number and to my surprise another discount was added! This meant that Direct Line was offering me really good cover for £172.98 cheaper then the best offer on a comparison website! I jumped at it and the paperwork was signed and finalised within the next week.
Two weeks went by and suddenly there was a letter through my door saying that Direct Line had no record of my previous named driver insurance and thus they would need to recalculate my insurance amount. I was really confused by this as I had discussed everything with the lady on the phone and the paperwork had it all on there in black and white. I phoned the number provided and discussed what was going on. This time I was speaking with a lad who seemed rather confused himself! I was transferred a couple of times before speaking to what seemed like a manager who said he wasn't sure what the problem was as all the information was there.
A week later the same letter came. I presumed it was sent before I had sorted things out but phoned anyway. As I thought they said to just ignore the letter as everything was fine.
To give you an idea of service I had a couple of incidents with my mums car before and on the first occasion I called Direct Line and within 15 minutes had put in the claim and sorted out a garage near me to do the repair work. The work was done fast and the car was brought back to the house for me which was nice. Maybe a service that this particular garage offers and nothing to do with Direct Line but oh well. The second mishap was a bit harder to deal with. I phoned the company and described to them what had happened and just my luck I got the dumbest person in the customer contact office. I ended up hanging up the phone as this person was impossible to deal with and phoned back in the hope of getting some one else. Thankfully this stealth phone manoeuvre worked perfectly and I got through to a normal person with a brain! Yay! It didn't take long on the phone to sort things out and some one phoned the next day to tell me the name of the body shop and where it was located. I wasn't overly impressed that I was asked to drive the car there as the windscreen was cracked all over the place and I was heavily pregnant. I had been told on the first phone call that the car would be picked up for me. I ended up just taking the car there and dealing with it. I got a taxi back home and made a phone call saying that it wasn't acceptable making me drive a potentially dangerous car especially in my condition (pregnancy, not the overly apparent failing mental ability!). I was told the car (if not written off) would be returned to the house for me when repaired. Unfortunately when the car was repaired this wasn't the case when I enquired about what I had been promised all I got was an apology.
One good experience and one bad. I thought about my previous claim experience with Direct Line but I still went with them again as they offered such a good deal. They get things sorted in the end and don't break the bank to do so.
I've never ventured into their other insurance options like home or pet. To be honest I looked into their pet insurance but they don't cover pets for life and once they get to about 8 years old the price goes up and some times the cover will go down too!
I found a good deal so good luck to you in your search for cover and remember if you don't get your car insurance sorted the powers that be will come and get you! We took a family trip to Bluewater shopping centre the other week and as we left the motorway there was a police setup to show people what would happen if they didn't have tax or insurance ... On our way home they had 4 cars lined up that they had taken off people! Eek!
© oioiyou 2009
Jan 2013 update: ok I still get a better deal with them then anyone else but wow a "fun" few years have past! A man slid in the ice and crashed his car into mine a while back and when this happened it pushed my car into the car in front of me ... It took me a number of months pleading I didn't hit the front car first and finally threatening to take Direct Line to court with their own legal cover for them to properly look into the damage and photographs ( I won in the end of course!)
Be ready to fight your corner and know what cover and fits you have!
I just received a renewal from Direct Line for my travel insurance - 2 adults, one child annual policy £139.95. I went on line with them for a quote £117! I phoned them and was told that new customers get a better deal than existing customers and there was nothing they could do about it. I cancelled my policy and got a cheeper one with another well known company.So much for customer loyality. I have other policies with them that I will also not niw renew.
Direct Line Insurance
I was recently amazed at the service I received from Direct Line Insurance. Now I'm not a pessimist but I have never received a good service from an insurer and therefore expect hassle if I decide to claim. So here is what happened-
I came home from work the other day and opened the fridge; it did not smell very pleasant. I realised at this point I had (I have o idea how) switched off my fridge freezer. All the contents of my fridge freezer were defrosted and now inedible. I cleaned out the fridge and went shopping for new supplies. I decide to call my insurance to see if they could help-
I spoke to customer service advisor, explained what happened and he advised I was covered. I was advised that a cheque would be in the post top me that day minus my policy excess. That was it.
I am still astonished at the fabulous customer aervice I received. There were no forms, no disputes, no hidden clauses, just a really good service.
I would reccomend Direct Line to anyone. The only thing that crossed my mind was the system may be open to fraudsters, but then so are all policies!
Challenge the renewal quote!I got a renewal quotation from direct line for £696. I went online to direct line and got quoted £421 for slightly better cover! Phoned up the renewals line and they revised the price accordingly. I'm annoyed that they tried to rip me off for the best part of £300, but at least they acknowledged the problem and sorted it in under 5 minutes. This seems to be common practice in the insurance industry - they hope that we don't check the renewal price each year, trusting that they are offering existing customers the best deal.So, when your renewal comes through, check what deals a new customer gets, phone them up and insist they match it!
I have been with Direct Line for my car insurance (fully comprehensive) for 5 years now. Each year my car insurance has come down in price (despite me paying monthly) and they have beaten everyone else I've got a quote from.
Last year I changed my car from a Fiesta to a Ford Ka so needed to phone them to change the insurance. I wasn't on hold for long and when I got through it was to a UK call centre with a very friendly person at the other end. They were very helpful in telling me everything I needed to do my end (which wasn't much) and they sorted everything else out and sent me the paper work. I like knowing if I need to contact Direct Line they have British English speaking people to help me.
So while they're still the cheapest I can find for my car insurance and I can speak to them, I will continue to use Direct Line for my car insurance.
I would advise people visit their website for their latest offers.
We've been with direct line for a few years no on both buildings and motor. Good experiences in the past with motor claims, terrible with buildings (8 months to settle a roof repair to an outbuilding.)Something seems to have changed though - call centres appear to be UK based still, but are now understaffed - scary wait time to get through and quite a few issues with renewal - autorenewed buildings cover without authority, didn't send renewal info out before the event. We've gone elsewhere for buildings cover, and I suspect I'll be cancelling motor mid term when my wife gets her car and going for a multi car policy elsewhere.Shame really, they used to be good in the past, but it appears the management have made some poor choices regarding their staffing levels and document centres.
Warning - do not renew your Direct Line home insurance. Cancel the policy at renewal and then take out new cover on line with Direct Line. This saved me over £300 - same cover/same policy/ same insurer.
I would never ever use this company again. This company put me through nearly a year of hell. I had fully comprehensive insurance and through no fault of my own my car suffered a mechanical failure causing an accident. They came up with excuse after excuse not to pay out. The insurance accessor was down right rude and obnoxious. To call staff who answered my telephone calls incompetent would be a compliment. After months of battling with solicitors on this case they had no choice but to agree to pay out. I was told the car would be scrapped and i was offered a sum of money for the car, ten days later a cheque arrived nearly half the value of what I was told. Never did get my money back.
There slogan is "A good deal better" what a joke! I've got a good mind to sue them for false advertising!
Avoid this company at all costs, just listening to their tv adverts makes me feel sick after the living hell i was made to endure.
When it came to insurance renewal time last year I shopped around as you do for the cheapest quote I could get on the internet. Direct Line was the cheapest at the time, so I went with them. We had a water main burst under our house 3 months later, and water started coming up through the floors. I cannot fault Direct Line on the way they dealt with our claim -- they were absolutely fantastic. The whole claim has cost them over £23,000 pounds, which includes the cost of putting us up somewhere else while the water damage was sorted out. We have paid £100 which was our excess. I think the difference between the two must certainly come to more than I can ever expect to pay for insurance in my entire life. What's more, we cannot even contemplate what we would have done if we had not been covered. I'd always avoided Direct Line before because I had had the belief, I don't know why, that they were "cheap and nasty". Actually it was probably the best £250 I ever spent getting insured with them.