Claims – they can’t be bothered! (Direct Line)

Member Name: Technical Tobes

Product:	Direct Line
Date:	07/10/00 (325 review reads)
Rating:

Advantages: Cheap, friendly

Disadvantages: Service is appalling for claims

I’ve used Direct Line for my car insurance for 3 years now and they are certainly one of the cheapest (only the AA, via online, was cheaper at last renewal).

They are very pleasant & helpful when setting up your insurance and the process is very quick & efficient…

BUT…

Should you ever want to make a claim, then you are quickly diverted via non-freephone numbers to the bloke in the shed out the back known as the claims department!

I had my car stolen just under a year ago which became the start of a big demonstration of incompetence from both the police & Direct Line.
The initial claim form was sent back promptly, I enquired about a courtesy car as mentioned when I took out the insurance – nope, apparently I was too young.
3 weeks later my car was found, it was actually found earlier but my Aunty took an extra 3 days to notice it in the local paper as abandoned and appealing for an owner!! I phoned the police, asked why the hell they did not know about this, their reply, it was found (just 3 miles from them) by the neibouring police authority who failed to inform them! They also offered lots of apologies & a agreed it was a cock-up!

So I informed Direct Line where my car is being held & they say they will arrange to transfer it to one of their approved garages for inspection & repair if it’s repairable. They assured me they would let me know where it is, it’s condition & how long until I will get it back / an insurance payout.
After a few days with no response, I phoned Direct Line again, and again, and again each time being told they don’t know what’s happening, where my car is & each time being told I would be phoned back when they find out – which never happened – not once!
At one time I was even asked if I knew where my car was!!
I was sent more documents to fill out, all of which (after enquiring) were not meant to have been sent out &#
8211; as my car was repairable. They then asked my to send in the documents I’d already sent them (which they later found).
So with several phone calls each day, never really getting any proper information, I eventually discover where it’s being held. I phone up the garage to ask for details & they tell me – it’s repairable, only they can’t start until they get authorisation from Direct Line – which they were waiting for! Now, very pi**ed off, I phone Direct Line, let them know where my car is and ask them to authorise it’s repair!

I finally got my car back with a scratches & chips all around the door, a door that doesn’t lock & an awful mess inside not to mention the removal of the radio & evey single thing that wasn’t nailed down!

So beware, if you are ever unfortunate enough to have to make a claim – the service is appalling!

Summary: