Incompetent, after an accident (not my fault) was put in contact with this useless subsidiary of direct line insurance. Send them all the requested documents, pictures, doctors reports etc and then they keep requesting them time and time again! Call centre is in South Africa and some staff have such an accent which I couldn't understand properly. After about 12 months of being fobbed off I requested someone else to process the claim, BIG MISTAKE had to start the whole process off again. Eventually I said I was contacting the insurance Ombudsman to get things sorted, and after almost 3 years of to and fro got paid out. As they haven't cleared it up at their end after the case end I'm still paying the price of extortionate car insurance. DON'T WASTE YOUR TIME WITH THESE CRETINS!!