The most appalling service I've ever had (and I'm 69)
1
I’ve been with Direct Line for car insurance for many years. I never had to make a claim, but they were always prompt on renewals etc, and given that they were cheaper on home insurance than my existing ones thought I’d make the switch (and their advertising was impressive, plumber turns up to fix the leaking tap while they’re still on the phone to the insurers etc).
So they’re prompt at signing you on, but in our experience when it comes to making a claim the reality is utterly different. Their customer service has been the worst I’ve ever experienced (and I’m 69).
We had a fire in our bedroom on June 20th – a mirror on the windowsill had reflected sunlight onto the curtains (very thick drape, like to have the room dark at night, not flimsy things) and set them alight. The fire spread up into the ceiling. Fortunately, and unusually, we were in the house at the time, and put it out, within minutes. As the fire had spread to the ceiling, we called the Fire Brigade, who said it would have taken hold in a few minutes and burned the place down, and we should really have just exited rather than trying to stop it.
So there is still some damage. New curtains needed, new curtain rail, new carpet, replastering the ceiling, replacing an armchair and cushions, replacing panes of glass that cracked in the heat etc…
Haven’t had a single response from Direct Line in nearly the two months of sending the claim in. Have spent hours on the phone with them (waiting for them to pick it up) and online with their virtual assistant. On two occasions when I managed to get through they said someone would be in touch within a couple of days, and nothing happened. On the third occasion, I got through on the phone after an hour waiting, got a claim reference, and was transferred to their loss adjuster, Sedgewick, who picked up the phone after another hour, and said somebody would definitely be in touch that day. That was a week ago.
The bedroom is not uninhabitable for us. I realise it’s not a big issue, in that sense, in terms of house fires. Though I do miss sleeping without curtains. And there’s still the stink of charred furnishings – what are we meant to do with that, take them to the dump? Clear out the evidence of the fire?
It just seems like if they never reply, most claimants are likely to give up. That’s their business philosophy. Because actually dealing with the claim would take vastly less time, all-round.
Reviewed on: 19th July 2022
