Direct Line Car Insurance Review

Overall Rating

None

Take ages to answer the phone
Don't do what they say they will (failed to send me damage report)
Renewals always more expensive then you can get entering the same details on their own website.

I used Direct Line for car insurance for 5 years. However another driver ran into the back of my car and caused some minor damage. I made a claim which was actually against the 3rd party driver as they admitted liability (they were also insured with Direct Line so I dealt direct with them). After the accident I called Direct Line but was on hold so long my phone ran out of credit. So instead I called the RAC (I am also a member) who removed some plastic trim that was fouling the rear wheel and having inspected my car concluded it had suffered minor damage to the back bumper (some scrapes and marks), boot lid (a small dent) and the glass on one of the rear lights was cracked and a small part broken but other than that there was no other obvious damage.

However when DIrect Line collected the car they informed me it was a write off and was classed as a category C (significant damage) which invalidates the MOT and requires a VIC check from the DVLA to get back on the road. I asked for their report into the damage so I could challenge it and despite calling them several times to request this and Direct Line promising to send it, they never sent it to me. I then disputed the claim citing the RAC report I had been given showing minor damage and was told that if I disputed the claim I would be considered to be "delaying the claim" and would therefore be liable for the full cost of the courtesey car Direct Line provided (several hundred pounds). The amount they sent me was not enough to buy a replacement car of similar age and condition and I was told to get my car back they would deduct £150 as this was the "scrap value". I was forced to spend a lot more money then I was given to get another similar car. As soon as Direct Line sent the cheque they suspended my policy, including the clause that allows me to drive other cars with the drivers permission (my sister had allowed me to use hers in the evening) despite the fact I had paid for a full 1 year policy that had several months to run. When I got a new car they then charged me a £47 admin charge to put the new car on the policy stating "I was changing the policy, it's in the terms and conditions" even though Direct Line forced me to change the car on my policy by writing off my old car!

This was the only claim I have ever had to make so have many years no claims discount (not impacted by this claim, since it was not my fault). When Direct Line sent my renewal through I got an identical policy with another company for 60% of the price Direct Line wanted.

I will never deal with this company again. In my opinion they are a dishonest bunch that will stop at nothing to get as much money out of you as possible.