This is an increasingly common sharp practice by insurers, offering discounts to new customers at the expense of 'loyal customers' The trick here is 'loyalty' - show them the same loyalty as they show you!. I had a similar problem with Churchill recently, so I lapsed the existing policy, and took out the new online policy again through Churchill, and saved a packet. This is perfectly legitimate, as long as you declare your claims history fully.

Play them at their own game - 'simples'

I have just had my home insurance renewal from direct line insurance.

The quote they have given me is £629.64. If I go on their website the same policy is £184.44.

I have called and explained this to them (twice) but they said they can’t offer the same deal over the phone just a £15.00 discount. They said the online price was to attract new customers as it is a very tough market out there at the moment. That being said you would think they would just match the price rather than you going to another company.

I explained I have had my home insurance with them for 15 years and did not feel it was fair that their loyal customers are being ripped of like this and that it would end up driving them away. I also said I had the same problem last month with my car insurance which is also with them. This worked out £150.00 cheaper by taking it out online after being a loyal customer for over 8 years.

I asked if I could speak to someone higher and on both times was told I couldn’t. The first time I phoned the person said they would pass on my comments and someone would call me back within 72 hours. I never heard from them so I called again, where I was informed I was told wrong as they would not call me back about this complaint. I asked for an address to write and complain to. They said they could only give me the customer services address at Direct Line.

Please can you advise if this is correct policy? I don’t see why they can’t offer the same deal over the phone to save their loyal customers having to cancel their policy and re take it out on line.

Feeling very ripped off and disgusted with their phone attitude.

If anyone can help?