Andrea Heald
EASY TO GET INSURANCE - BUT BEWARE IF YOU WANT TO MAKE A CLAIM There are lots of very nice reviews on here and TrustPilot about how easy it is to get Direct Line insurance - but beware if you are ever going to make a claim. We are in the process of going through a claim for our shower room at the moment. Direct Line are trying to get me to agree for them to pay to replace only two rows of tiles in a room that is fully tiled floor and walls even though the policy agrees that they would/could pay for 50% of the cost of new tiles if the tiles cannot be replaced or will be damaged. I have told them that I cannot buy the tiles again (they are 8 years old) and the person who owns the company that I hope will do the work has also told them that the tiles cannot be replaced and that he cannot do the work without taking the vanity unit and toilet out which will also damage other tiles. I also have other issues with this claim. I have complained and the issue has been escalated to the department that deals with complaints - however, they give themselves EIGHT weeks to come back to you. They may well take less time, and they may well not. Some years ago we had a flood at the house - we were also covered by Direct Line and I cannot tell you how difficult it was to deal with them over this claim at a time when my home had no ceilings and a lot of water damage. I am not in the habit of making insurance claims over the many years I have had home and building insurance but if you pay a large amount of money every year in case you need to make a claim then the expectation is that they would be there for you. Of course they want to pay out as little as possible, but in this case it does not make any sense. Dealing with the claims department has been the most upsetting, stressful and horrible experience so far. I don't expect that their complaints department is going to be any different. I can of course go to the ombudsman if I do not like the outcome, which will again take a lot of time. I do wonder if the people on the end of the phone and Direct Line themselves have any idea, or even care, about their customers. I can't really think they do, this is just about money
2 years ago
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Direct Line has a 2.01 average rating from 115 reviews

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