Claims procedure farce (Direct Line)

Member Name: pub_dog

Product:	Direct Line
Date:	17/01/07 (921 review reads)
Rating:

Advantages: Cheap, err.. cheap, and ....cheap

Disadvantages: Make a claim and find out....

OK, let me tell you my tale.
Having read the reviews here I can only assume that the high raters have not gone through the Directline (hereafter referred to as DL, because if I have cause to write it out fully too many times I’ll probably punch a hole clean through the monitor) process. That those people are not yet aware of the utter nightmare that awaits them.
I had an accident in the early half of 2006. A driver pulled out in front of me from a pub car park at night on a clearly lit main road. No chance to avoid hitting him. Fairly major prang, my cars front busted up real good He stopped and got out and initially tried to blame me. I pulled my phone out to call the police and he did a runner. Draw your own conclusions. Got his reg, reported to police and DL within the hour. DL immediately came back identifying the car make, model etc. Result, I thought. Informed the police who took a statement etc. Then the nightmare started. Suffice to say its Jan 2007 and I still haven’t got my money from DL, AND there is as yet no end in sight. So, what’s the problem?
Despite countless phone calls and correspondence between myself and DL, a prosecution against the other driver and all evidence supporting the fact that I am completely faultless in this incident, DL are still dragging their feet in processing the claim. They first vastly under valued my car (it was written off) and I had to fight to get a proper fair evaluation. Since then I have called their “completely no help at all” line to be told that, I will get the money, I won’t get the money, we have traced the other driver, we haven’t yet made contact with the driver, can I contact the driver “WHAT!?”, we have to contact the police to verify the claim, we have contacted the police, we have not contacted the police yet, can YOU contact the police to verify the claim “again WHAT!?”…. and other endless derivatives of the above. The DL claims process is designed to confuse and frustrate at every level. Just how many times can you call to be told another version of “we haven’t done anything at all since you last contacted us” well, DL are obviously going for the record and Guinness need to be contacted.
DL are keeping money that is legitimately mine for no reason at all and hide behind administrative mind babble quoting process, lost letters, delayed action and outside influences. Its all designed to stall and keep the money. They seem to have no limit to their obstructive behaviour, ineptitude and uselessness.
If you want cheap and can see far enough in to the future to guarantee no accident or claim will ever occur, fine. If not and you want to investigate just how low and pointless a company is then go for it. No, why bother, place your money with an insurance company that can actually provide a service.

Summary: Cheap means cheap service