Appalling incompetence by what used to be a repuutable company. You can usually contact somebody by phone without too much delay - although the robotic answering machine is irritating and tiresome. Individual staff are polite and helpful to speak to ( a couple were difficult to hear or understand) but the level of inconsistency and failing to deliver what was promised or agreed has been awful. Emails with inept enclosures have been received. They raised a "complaint" and sent a cheque for £50 - I didn't want to complain - just get my claim competently processed. I've received emails telling me that payment has been "raised" and will be paid by BACS into my account - and therefore they are closing the complaint. But over a week later they sent an email saying they are issuing a cheque! And still I wait. And having been with Direct Line for many years the renewal quote for my vehicle was 50% more than I accepted from a sister comany in the same group.