Direct Line to Nowhere (Direct Line)

Member Name: SallyP

Product:	Direct Line
Date:	17/09/01 (321 review reads)
Rating:

Advantages: None

Disadvantages: Too Many

Please bear in mind that I have been insured by Direct Line for the last 5 years, fully comp, and all this happened at 15:20 on a friday afternoon!!!!

A couple of weeks ago I had the misfortune to be involved in a car accident. I was in the nearside lane (which was quite empty) and a member of the queue of traffic on the outside lane decided to let a car turn right across him. Unfortunately theturning car did not see that I was travelling along until too late, when he just panicked and stopped dead. The nose of my dear little Vauxhall Nova hit his indicator with a sickening crunch.

He admitted responsibility immediately. So I noted his details on my Direct Line form that I keep in the car. Unfortunately he didn't give me his insurance company info (did he have one I later thought).

By 15:40 I was reporting the accident to Direct Line. They were most helpful and stated that they would call the other driver to get his insurance details and once they were satisifed, they would arrange for a courtesy car to be delivered to me. In addition, their nominated garage would be calling me that afternoon or Saturday morning at the latest to arrange for repairs to my Vehicle ( 1 headlamp pointing the wrong way, and the grill slightly pushed in).

By 18:00 I had still not heard from their garage so I called again to get a further update. I was told by the operator that they had been unable to contact the other driver so i would not be getting a courtesy car and the garage would probably call me on saturday morning. I asked if Direct Line would keep trying to contact the other driver and was told that the department who makes the calls only worked 0900 to 1700. Great if the other driver happens to be at work. I was also told that seeing as there was only slight damage to my car I should drive it around until it is fixed.

I explained that I do shift work and will be needing to drive at night, so a headlight pointing into the middle o
f my car was not conducive to great roadpersonship. Direct Line stated that there are many cars on the road with defective headlights so they wouldn't worry about driving around! I also received an euology from the operator about the current adverts, apparently it doesn't happen like that in real life, and he gets fed up of customers ringing up to complain. Also the operator was very informative about car paint, apparently it takes more than 24 hours to dry!

To cut a long story short I was finally called on the Monday morning at 08:30 whilst I was in bed after a night shift by their garage. I had already decided that I was not going to hire a car and claim it back, neither was I going to relinquish my car to their garage for god knows how long. So I took my car to my normal garage who re-seated the light, re-aligned the grill, all for £20.

I called Direct line on the Wednesday and was told that they had still not been able to locate the other driver, but If I wanted to submit my receipt for £20 they would make a claim on my behalf. What is quite funny is that my excess is £100, so it would be an expensive £20.

I did ask what Fully Comp insurance provided as opposed to 3rd party and basically you get recovery in an accident. Something I could quite easlily arrange through my subscription to the AA.

Direct Line can take a running jump when renewal time comes around. To date I still have not received a copy of my report, Their garage is tardy, their advise & general attitude amazing and all in all I found them to be highly unprofessional and shoddy in their work.

I know that some of the Dooyoo community have had good results, all I can say is that you are very lucky indeed.

Summary: