John Johnes
Direct Line's Engineer instructed their nominated garage undertaking insurance repairs on my car to retain the tow hitch (despite its being subject to impact loading and therefore a potential risk to public safety) and to retain one of the two rear bumper components (despite it having been subject to distortion). I was asked to arrange to collect my car after the garage had completed authorised repairs. I immediately raised my concerns about the tow hitch and excessive movement between the rear bumper components. It is shocking that Direct Line returned the car to me without the tow hitch being replaced (if the tow hitch were to fail in use, it could cause serious injury or even fatalities) and my concern is such that I have been unable to use my trailer since early August (it is now almost November). After several weeks of poor communication and astonishing incompetence by Direct Line during which time all discussions were by telephone, I realised that it would be necessary to ensure that a written record was kept so I raised a complaint and asked to proceed with written communications. Direct Line’s 'Case Handler' reviewed and accepted the issues I raised and asked me to arrange to take my car back for THEIR errors to be resolved. When I arrived at the garage as arranged, I was told that I would be unable to transport my dog (he was in my car with me) and the boot space of the courtesy car was too small for him in any case. The garage contacted Direct Line about a larger vehicle but this would not have been available the same day so my 50 mile return journey to the garage was wasted. Subsequently although Direct would make a larger vehicle available for me, they refused to accept the costs of undertaking a valet after use to meet the car hire return requirements. I fully understand that my insurance carries limitations for any 'at fault' claim but I cannot see how such limitations are applicable to works due to Direct Line's incompetence and negligence. Direct Line’s Claims Handler advised that I should log a claim with the car hire company; I saw this as being cynical obfuscation and highly unprofessional, so I raised a second complaint with Direct Line. Direct Line took a further week to make their decision not to uphold my complaint and it appears they consider that costs consequential to Direct Line's negligence are uninsured losses. Although Direct Line in their final decision did offer to cover the cost of vacuuming the car prior to return of the car provided that I pay, then negotiate several hoops to reclaim them. I consider this is inappropriate and derisory in view of the loss of use, expense, time, trouble and effort that I have experienced due to Direct Line's errors and incompetence. In light of the serious nature of my experience of Direct Line’s handling of my first (and only) claim with them in years of loyal renewals, I thought it would be helpful to contact Direct Line’s CEO (Penny James). It transpires that this was naive and it would appear their management are happy with the handling of my complaints.
4 years ago
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Direct Line has a 1.5 average rating from 233 reviews

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