what a shambles (Direct Line)

Member Name: knees

Product:	Direct Line
Date:	11/01/09 (251 review reads)
Rating:

Advantages: none

Disadvantages: see review

Having been brought my first car in 2002 by my parents my dad to be the main policy holder because of the finance and me and my brothers were named drivers on the policy- which direct line said was fine even though we were the main drivers. At the time they didnt offer named drivers to build up their own no claims discount and it was only four years later that I became the main policy holder and only built up 1 years discount if i took my policy with them, which was fine at the time as they were still offering the cheapest quote.

A year later, however, my brother was out driving the car when he was hit from behind my a bloke who at the time said he had insurance. So the next I phone the claims people and eventuly (a week later) it arises the man who hit the car has no insurance. No problem I thought, we were insured fully comp and direct line say in their adverts that we would not have to pay any excess if hit by an uninsured driver.

Another week later the car is collected and we are told it is a write off and told the value of the car. So I wait at home for the check to arrive so i can go get a new car- not being covered for a courtesy car on my policy and the other guy not having insurance to claim this on. The check arrived and you can imagine my suprise when the amount was £450 less than what it should have been- the value of my excess. So I immediately phoned up the less than helpfull staff at direct line and told them I shouldnt have to pay my excess as it wasnt our fault and we were insured fully comp. I was then told i hadnt paid the excess as the money had been deducted from the value of the car- the person didnt seem to understand if I had paid the excess then I would still have £450 less than what I would have had. I then spoke to someone else who told me that I would have to wait for them to claim the money back from the driver before they paid me. I re read all my policy documents and no where states this (my brother also lost his no claims which they said wouldnt happen) - so after 6 months of complaints and threatening legal action as regards to their advertising and policy documents I eventually had the money paid back to me (incidently direct line since changed their adverts so others must of had the same problem).
If I hadnt complained I would probally still be waiting as it is only now- nearly two years later, that I have recieved a letter from direct lines solicitors to ask for a witness statement to reclaim the money and damages.

The named drivers no claims discount is also a rip off- on their renewal form they told me I only have one years discount of my own and no mention of the named drivers discount I built up- so I gave them a call and was told that it was included in the renewal price but is not put on their renewal form. I then checked their website and discovered that the price they had quoted me was just with one years discount and not two.

Needless to say I have gone elsewhere for my insurance and will not be using direct line again

Summary: dont honour what they say