Direct Line - Spivs?

Froggitt

Renewal letter for my car arrives. I ring up to renew insurance. "Aha" they say "we're not going to honour that price because your wife no longer has her policy with us and your multi-car discount no longer applies".

However, they already knew she had not renewed with Direct Line when they sent the renewal out.

So, they had sent me a renewal amount that they knew they were not going to honour "Must be some kind of system problem" they said. "And no we are still not going to honour the original renewal amount even though we have misled you".

That kind of spivvy behaviour I expect from men in shiny suits selling watches in the street - but a so called reputable insurance company?

Is this kind of behaviour legitimate? Would you expect it from a reputable insurance company? Is there anything I can do about this?

huckster

Make a complaint. Ask to speak to Customer Relations.

As you say, if the renewal was prepared at the time your wife had not renewed the other policy, they should feel morally obliged to honour the renewal premium. But there is no legal requirement for them to do so.

Froggitt

Complaints procedure

Our promise to you is that we will always be fair and reasonable

Cheers. Am doing so. I dont think they are fair and I dont think they are reasonable.

But surely they are not allowed to behave in this way? There must be "laws" against it, or some code of conduct that the FSA insists they must work within.

Quentin

You only get the multicar discount if you insure 2 or more cars with them, it seems you no longer have 2 cars with them, so they are hardly spivs for denying you the discount!

It's supposed to be just 5% at renewal, so you might be able to better this anyway by shopping round, going elsewhere and maybe getting cashback as well!

DigitalJedi

If you feel so hard done to, why don't you just take your money elsewhere? There are plenty of insurer's out there and if you go to a comparison site, I've always found prices cheaper than Directline can muster.

That's what I did as I find their policy of sending out renewal prices way higher than if I go to their own website and generate a new quote. I don't think that's anyway to treat a customer's loyalty so I now insure with someone else and save money.

Froggitt

Quentin wrote: »

You only get the multicar discount if you insure 2 or more cars with them, it seems you no longer have 2 cars with them, so they are hardly spivs for denying you the discount!

Sure - but they knew I no longer had 2 cars with them at the time they sent out the renewal quote.

So, they are sending out a renewal quote that they KNOW that they will not honour.

Spivs? It seems so to me.

Dick_Van_Dyke

Froggitt wrote: »

Sure - but they knew I no longer had 2 cars with them at the time they sent out the renewal quote.

So, they are sending out a renewal quote that they KNOW that they will not honour.

Spivs? It seems so to me.

In all likiehood the system that sent the letters did not. Yes your wife may not have renewed but the indicator to send the letter was probably still present.


I would suggest the only spiv is the person making a massive issue out of a tiny discount they knew fine they would no longer be entitled too.

lisyloo

There must be "laws" against it

Hi froggitt,

There is unfortunately no law against mistakes.
Companies are not legally bound to honour any mistakes.
You could try to capitalise on it, but to be succesful you need to change your attitude to approach them.
You best appraoch is to be grovelly and say something like

"As we've been previously happy with your services, I was very suprised at this lapse in your normal high standards".

It's onyl words, but the reasoning behind this approach is to give them a potential win. i.e. give you a dicsount and they retain a happy customer.
If you go in all guns blazing and send them a letter saying "you're complete spivs" then they might not fell inclined to help you.

So legally you are entitled to nothing, but if you write a good letter you might get a discount BUT you need to give them something to gain, not act like a sploit child.

Belive me I know because I've gone in all guns blazing before and it tends to get people's backs up. The best way to get what you want is to be charming even if it's through gritted teeth..........remeber it's only words, you don't have to mean it.

silvercar

I just renewed with direct line. The quote seemed high, so I tried direct line online - it was £70 cheaper. I phoned them up and the explaination is that there is a loophole with second car discounts. On the phone you get a discount if you insure a second car with them. Online you get a discount for insuring the second car and then on renewal you can get a discount on the first car (as you tick that you have another car already insured with them). The phone girl said she couldn't match that discount, so I cancelled on the phone and renewed online. I even told her that was exactly what I would do and she said to go ahead but she couldn't do it on the phone!

TighterThanTwoCoatsOfPain

I have never used a multicar policy, but out of interest OP, does the renewal state that it includes a multicar discount, or are they just quoting you a number?

If its the former then you just need to get over it... you'll be looking for a no win no fee solicitor next!

Froggitt

I was going by the renewal email, which quotes a number with some details ie

Cover level: Comprehensive- Drivers: Insured and spouse- No claims discount: 9 years or more - Protected no claims discount: Yes- Voluntary excess: £225- Guaranteed hire car: No- Legal protection: No- Breakdown cover: No

No mention of receiving the multi-car discount.

Its still the fact that they quoted me a premium that they knew they would not have to honour that annoys me - its a bit like credit card companies are banned from quoting an interest rate unless they give it to two thirds of the people who take the card.....except DL seem to be able to get away with it.