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David Davidson

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Review of the Direct Line, Car Insurance:

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Excellent service has finally descended into an uncaring shambles.

Direct Line Insurance Services is now just as poor as the other companies out there. Direct Line no longer are the best Insurer - they have taken the cost cutting measures too far and in the customer service dept/ as other companies have. Recent car collision - old boy pulled out on me on a roundabout. I had to deal with another company DL had outsourced to for the repairs. DL had f*cked up which company was going to be providing courtesy car. Called DL to sort- they STILL didn't know - then put the phone down on me! In the end I had to contact DL via Twitter (as there is NO other way to contact other than phone) - A decent guy called Craig ended up resolving the issue - but I STLL had to sort courtesy car myself, with the third party (Enterprise). The car provided was a diesel 'bus' - I have a petrol sports coupe. Repair was good, but surrounding paintwork marred and stands out. It has ruined the look of my vehicle. I have informed DL, but no response / assistance received. Now a month later, my renewal is due. ONE HUNDRED AND EIGHTY POUNDS more than it should be - because the claim is 'ongoing'. In fact the chap I spoke to stated they would find out about liability and get back to me. He did this morning - 'the third party Insurer knows nothing about the claim'. That was the response I received. So DL had not done their job and officially got in touch with the third party in the first place; more incompetence. Seriously the Directors of this company must have had a lobotomy; why pay out for a customers repair then hike the renewal price to lose them? I have ELEVEN years protected no claims bonus, but the renewal premium with DL is almost 50% more. ALL other insurers I tried increased it by £30-40. Respect going to Craig on the DL Twitter feed and Ben on the renewal cancellation line - you should be running this company. Bye bye Direct Line. Reviewed on: 1st August 2016

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