Attention to detail (Direct Travel Insurance)

Member Name: jeanjeannie

Product:	Direct Travel Insurance
Date:	25/02/01 (1842 review reads)
Rating:

Advantages: Good value for money

Disadvantages: see review

We have used Direct Line for our travel insurance for some time &,when it comes to selling you a policy, they are extremely competitive on price & the whole process is quick & quite painless. However, they can fall short when it comes to settling a claim.
Being a telephone based company they obviously keep paper work to a minimum but this has its drawbacks.
A claim for a 24 hour delay at Gatwick was met with speed & without fuss but, when medical claims were submitted for my grandchildren it was a different story. They issued three cheques at different times without enclosing anything to show how the amounts had been arrived at & ,as exchange rates were also involved, it was impossible to check whether they had settled all the accounts.
A reminder bill from America was received after we came home & this was forwarded to the company for settlement direct but we were told that it had already been sent to us. Shortly after, a threatening “legal action” type letter was received from the hospital & to stop matters escalating any further we paid it by credit card.
Then the fun started , trying to match up the amounts received from Direct Line with the bills sent to them. Mission impossible. Eventually, after several phone calls, an e-mail & a good old fashioned letter we received the requested breakdown & they were correct. We thought there was a shortfall but had forgotten the excess claim charges.
All this time & aggravation would have been avoided if a breakdown of the cheques had been sent out with them . Not necessary with every claim but obviously needed in a case like this.
Direct Line are a good company & I hope that they take this criticism on board in future.

Summary: