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Direct Line
by Disgruntled Customer
Hi,
I telephoned Direct Line on 23-11-12 for an insurance quote as I was downsizing vehicle and wanted a new policy I could add my twin daughters on to who were 17 in the summer an had just applied for their provisional licences, so they can begin driving. Direct Line advertise that all named drivers would receive no claims ... discount so I thought they would be the ideal company to begin cover with.
I spent around half an hour on the telephone to a sales person who took all my details and the additional driver's details and then gave me a quote which I said I would have a think about before committing to. Around 10 minutes after this call ended the sales person called me back to say they had not added my request for any driver over 25 and after doing this the policy had been reduced further in price. I again said I would have a discussion with my wife before committing to anything and the person asked if they could call back later that afternoon to get my decision, I agreed to this and when they did indeed call, I said I was happy with the quote and would be taking them up with the offer the following week.
I called them the following week and spoke with a different person just to confirm the cost and details again and ask about the procedure for transfer and proof of no claims, which they kindly checked and confirmed on their system and explained the proof of no claims discount procedure.
I again confirmed at the end of the call that I would be taking the new insurance with them as soon as the funds were available.
I call Direct Line tonight (06-12-12) to start and pay for the insurance and gave the sales person my details so they could bring up the previous quote details. I found this sales person to be quite intrusive and they asked questions regarding other vehicles that I had access to and also information that I had already provided previously, after a few questions they told me they couldn't provide insurance and then accused me of "fronting". I was stunned at this accusation and asked what they meant by this, as all I was doing was changing vehicles and going with a new insurance company. They then said they would speak to a supervisor and asked me to hold on the line. After a few minutes they returned and still never explained what exactly the outcome was but continued to ask questions I had already gave them previously. They then said I couldn't insure my daughters unless they had received their provisional licences, which was never mentioned in any previous calls.
I said if I insure the vehicle now and then add them to the policy when their licences arrive would they honour the quote they had given me and the sales person said no! There was probably going to be an increase on 20th of December and they wouldn't honour the price I had been given.
I'd just like to thank Direct Line for wasting my time and misleading me and hope that they don't have any more people working for them with the attitude of this person who accused me of trying to deceive them in some way. I will take my business elsewhere and I'd recommend to anyone I know or don't know, to never use them for any type of business in the future!
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Kwik-Fit Insurance
by adrian
i took out a policy with kwik fit and had alot of trouble with them, a bit of it my own fault as they asked for a copy of my drivers licence which i had but had the my old address on so got my new licence with the correct address on, i faxed my proof of full no claims discount n drivers licence and everything was fine, they were taking ... direct debit payments out of my account so all was well untill that is i got a letter from a debt collectors asking for over £100 i called kwik fit asking why this had happened and the woman on the phone who was very rude and kept speaking over me told me they had cancelled my policy! i had not had any letters, emails or phone callls to let me know what had happened, i told the woman on the phone this and she told me they dont normally call to let people know there policy has been cancelled yet they did on this occasion yet i have had no missed calls on my phone and i have voicemail and have had no messages left, i faxed my documents to them in time, they canclled my policy AND then took another payment out of my account! i have been driving round for nearly a month with no insurance and in that time iv driven from norwich to liverpool and back! if something would of happened (god forbid) id be in deep water! thank you kwik fit ill not be using your insurance or your garages or anything else of yours ever again! i wouldnt rate them any stars but i have to to complete this survey
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Kwik-Fit Insurance
by taramorg23
I took a policy out with Kwik Fit two months ago. They were one of the cheapest and there was also an offer of cashback with the policy.
As I have done in previous years I used a price comparison website before following the link to Kwik Fit and buying the policy. Everything seemed straightforward I checked all the details ... carefully and I had my policy emailed to me which I checked and downloaded before printing off. So far so good.
Four weeks later I get not one but seven emails from Kwik Fit requesting a copy of my driving licence the photocard and counterpart as well as a letter confirming my no claims discount. This was followed by two letters requesting the same. As required I did this using the freepost address provided. I expected to send my no claims but a copy of my licence was a pain as I had to photocopy it and my expense. I work for a very large insurance broker and we only for a licence very occasionally to check for fraud. In terms of checking for endorsments Kwik Fit would have access to this information from the DVLA. I posted the letter on a monday. Two weeks later I receive five emails and another letter threatening to cancel my policy as they hadn't recieved the letter. I offered to fax it which I again had to do at my own expense. I then rung them to confirm they had received it. Firstly their telephony system is appalling there are about thirty options to get through. When I eventually got through I spoke to a rude Scottish woman who said they only received the second page of my fax. I re sent it and called again waiting on hold for several minutes. They finally confirmed they had the information. I thought everything was ok. A week later I get another cancellation letter giving me seven days to confirm my no claims and send my licence. Another lengthy phonecall later it was resolved.
Then lo and behold yesterday I get another cancellation letter as my bank details were incorrect. Now strangely enough they took the first direct debit. I checked the credit agreement sent at the start of the policy and the bank details were correct. I rung again this time I was on hold for 15 minutes to be told my bank details were incorrect I confirmed several times the bank details. They assured me the direct debit would be set back up.
I am so appalled at the shoddy service of Kwik Fit. I have taken out a new policy and intend to cancel this one. The customer advisers are rude and abrupt the call centre has office opening hours which is no good for those of us who work long shifts. I would rather pay the extra and go with a decent company.
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