If your thinking of taking out insurance with Direct Line, don't do it.

We had a vehicle stolen in August last year value £32,000, the car was found 8 hours later by the Police in Wythenshawe totally burnt out. They refuse to return phone calls, have still not made an offer for payment and also don't reply to our Solicitors letters. We are having to take them to High Court using a Barrister to lay out particulars of claim. Cheap Insurance it is not, the legal costs of making a claim will be in the region of £10,000.

So my suggestion would be that you should use a reputable insurer, definately not Direct Line, who may be a little more expensive but at least they will treat you like a customer and pay legitimate claims rather than the way Direct Line treat their customers. I will now use only a Local Insurance Broker rather than the web to buy insurance, the cost of cheap insurance from Direct Line is false economy and it will go wrong in the end, if you have to make a claim.

Beware, Direct Line are only cheaper because they have no intention of paying your claims!!!

Sorry don't agree - I have been with Direct Line for over 10 years, during that time I've have had three accidents - two write offs, no other car involved and one where somebody went in to the back of me while stationary at traffic lights! Direct Line have paid with out quibble for all three, organised the collection and repairs to my car and provided a hire car for the day after my accident involving the other vechicle.

The other accidents involved a patch of black ice and a bridge - not funny and the other, a tyre blow out which I then went on to take out part of the central reservation on the M1 - and that one wasn't even my car, I was driving my father in laws (not a good move) 3rd party but DL paid the Highways Agency for the repair to the reservation and a lorry driver for a chipped windscreen, caused by a stone chip. I'm still feeling guilty about the car though!

I do not believe that they are the cheapest on the market but i'm happy to pay more for their service as I trust them and know they do pay out and fairly promplty - although I did have to haggle on the amount but we reached a satisfactoy conclusion.

That said I have not had cause to claim in the last four years and hopefully won't have to in the near future......

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AMB

I should mention that views are my own and I'm speaking from my own experiences!

Albeit a few years ago,I was with Direct Line and they were excellent when we had a claim.

Turning to your case,this is a much bigger and serious amount and you are obviously pursuing the matter. You don't say why they have refused to meet your claim? There must be something material for them to do so.

All you claims were accidents, our claim was a total loss through theft. I can only assume that in these events they refuse to pay until you take action in court. I can't get them to discuss the matter, they don't reply to phone calls, letters from us or letters from Lawyers. I hope you don't have a total loss otherwise your opinion of Direct Line will definately change. Beware, I advise people of our situation so they can avoid the problem, don't ignore the advice or you will regret it. If you doubt me then visit the link, there are a lot more who can't get paid from Direct Line.

http://www.directlinecomplaints.com/data/index.html

Our claim was a total loss through theft. I can only assume that in these events they refuse to pay until you take action in court. I can't get them to discuss the matter, they don't reply to phone calls, letters from us or letters from Lawyers. Take a look at the link, it appears we are not the only customers to have problems with Direct Line.

http://www.directlinecomplaints.com/data/index.html

Yes but you haven't said why they are refuting your claim.Is it because they disagree with the valuation of the vehicle or something to do with the circumstances of the theft and fire or something to do with your disclosures on taking out the policy? I very much doubt that they wouldn't at least explain their grounds for refusal.

You can doubt if you wish, that is your choice. The facts are that they do not reply to our communications, they have not said that they refute the claim, have made no offer, have not discussed value of vehicle at all. So I am at a loss as to why they are behaving in this way. I am told this is a policy of Direct Line when a total loss occurs from theft, but I can't prove that as yet.

Hi john,

Wasn't doubting it at all.Was just trying to establish all the facts so that forum members could get all the information available to date.Please keep us posted throughout as this does sound a very peculiar practice and one which we will follow with interest.

Best of luck.

I fully empathise with this writer's experience. Nine years ago a tailgater slammed into the rear offside of my wife's car. He thought carefully about the circumstances of the accident and told a pack of lies. After months of phone calls and correspondence Direct Swine wanted to settle knock for knock. In one phone call I was advised that his account was more credible than my wife's. My blood was boiling. I absolutely insisted that this was taken to Court and it took some effort to persuade Direct Line to do this. Six months later the day in court arrived and the guy never turned up. The judge asked why on earth this case had been brought before him. We have never used them since and will never do so again there are plenty of other players in the market, most quite cheaper. You have been warned. Go elsewhere.

I'm going to stick my ore in here. I usually do <g>.

Okay. I don't necessarily like Direct Line and I would never use them personally. Reason? Because there are others out there that provide better cover with stronger underwriting, and a better claims process. That said, however, Direct Line are usually quite good at settling claims. I certainly wouldn't write them off as being the worst company for claim settlement or failure to communicate with complaints. I have taken a look at the website suggested re "directlinecomplaints" etc. It's just somebody who has their back up about their previous dealings with the company. I really don't think this problem is as widespread as it's being suggested.

Once a complaint has been filed, the company should report back to you within a reasonable time period. If they do not, you can escalate this also informing the Financial Services Authority of the company's breach of agreement coupled with the outlines of your case. You will soon hear from them. My advice would be to send Direct Line a recorded delivery letter but ALSO CC the FSA in and send them a copy! Make sure you put "CC: Financial Services Authority" within the letter.

You will hear from them within 2 days.

I was with Direct line for ten years - no claims till last year - pay legal cover , breakdown and ncb protection .Wife scraped another car last year - minor damage we didnt claim for our car.

Month ago hit from the rear whilst waiting at roundabout - police cautioned French lorry driver I was taken to hospital.Contacted DL and confirmed my details - confirmed 3 points 4 1/2 years ago. DL claimed I had'nt told them - I know I did - they then refused to progress claim until I paid £150 "excess insurance costs for last 4 1/2 years " I appealed and asked for time to pay as end of financial month - Easter holiday comming up - young family etc - next day they took £150 by DD without telling me - I overdrew!

Claimed to have difficulty in contacting French insurance ( I got through to them with quick web search and 1 phone call) so sent me letter saying probable settlement knock for knock.

Claimed my car written off - offered me below private sale cost of my car and refuse to give repair estimate - appealed valuation - ten days later still waiting.

Sent me letter with renewal quote wanted additional £89 as I've now lost my "protected no claims" - two claims in 10 years - one not my fault.

Sent me renewal insurance for car - I asked could I cancel as car being investigated - they said yes with 1 month payment - later found out if I'd agreed to insurance and then DL had written car off I would be liable for 12months insurance on car I didnt have.

Still not resolved - still say I may not get my £175 excess back or my NCB - how is this going to affect my future insurance? The saga continues.

They dont return phone calls and most of the staffs' attitude is appalling.

If you tell one person about good service and ten about bad guess how many i'm telling?

I'd have to agree with what's been said here.

It took me 11 weeks to receive payment after my car was stolen and written off. A straightforward case you would think. Not for Direct Line. During that time, I was given confilicting information each time I rang, and I was never called back when promised. All this time, of course, I was still paying the finance on the stolen car, so couldn't afford to replace it. Frankly I'm amazed that I ever received the cheque.

I'll certainly not be renewing my car, house or travel insurance with them, and neither will any of the people in my office, who have had to listen to so much of Direct Line's hold music.

Hi There

Here is the situation update. Still no communication from Direct Line, other than a letter saying "the compalaints are being taken seriously and we will be in touch within 14 days, 18 days later no response again. They really are a disgraceful company to deal with, how Royal Bank of Scotland plc can be associated with this business I don't know, they act like cowboys!

Councel (Barrister) has finalised Particulars of Claim and this has been sent to Direct Line showing that we mean business. If we receive no response within 10 working days we will be issuing proceedings against them. I will keep the site updated on events as they unfold.

Regards