Direct Line call centres

wine_night

Has anyone else had problems getting through on the customer helpline for Direct Line at all when changing a policy?

In May I changed my car, and contacted DL to requote and amend the policy. I had to wait over 40 minutes on hold then to do this, at which point I was just tempted to cancel the cover and go elsewhere.

Policy is now due for renewal and a number of my details have changed on the policy so I need to call them to amend this. I have now been holding on their 0845 number for over 30 minutes :mad:.

The problem is that they automatically deduct the payment from my credit card so I need to call them to either amend the policy or cancel the insurance so they don't take the payment from my card. I actually think this is quite a sneaky tactic.

Has anyone else experienced problems with them? I am very seriously considering cancelling the policy and going with a new insurer (if I can ever get through to them!)

huckster

Call their sales number, make a complaint and ask to be transfered to an available operator in customer services.

I think DL are scaling down, as they are due to be sold off in 2012, by RBS.

wine_night

Thanks, I got through after 40 minutes and cancelled the policy. I don't want to have to face further delays in the future with them. The quote I from DL I had online with my new details came in a lot higher than what I had been quoted from other insurers so I guess they wouldn't be able to match those.

POPPYOSCAR

What is it with Direct Line?

They doubled the premium for my Home insurance this year and would not budge when I told them the price of a much cheaper quote I got.So I cancelled the policy.

They then sent me by email a big questionnaire about my renewal asking me loads of questions about why I did not renew with them!!!!

StevieJ

wine_night wrote: »

Thanks, I got through after 40 minutes and cancelled the policy. I don't want to have to face further delays in the future with them. The quote I from DL I had online with my new details came in a lot higher than what I had been quoted from other insurers so I guess they wouldn't be able to match those.

Who did you change to and what were your savings?

wine_night

StevieJ wrote: »

Who did you change to and what were your savings?

AXA quoted just over £ 600, Direct Line came in at almost £ 800.00.

adamc260

Its always worth looking on http://www.saynoto0870.com and typing in the number your dialing and it will find alternatives

For
0845 246 8706 (which is the customer services number from directline.com) it brings up these other alternative numbers

0117 984 9922 or 0800 8562341

Can't confirm if they work 100% but if they do, at least its only a normal number or freephone

And yes, Direct Line are scaling back MAJORLY which is reflecting in the poor service.

DCFC79

Yeh i had problems last month trying to get through to Dl t cancel my insurance, glad i left,

Mr_Man_Full_of_Love

POPPYOSCAR wrote: »

What is it with Direct Line?

They doubled the premium for my Home insurance this year and would not budge when I told them the price of a much cheaper quote I got.So I cancelled the policy.

They then sent me by email a big questionnaire about my renewal asking me loads of questions about why I did not renew with them!!!!

Last years premium was probably a first year discount of 50% - hence the price doubling. The "much cheaper" quote from other companies probably has a large first year discount which DL won't match for a renewal with the first year discount having expired.:)

POPPYOSCAR

Mr_Man_Full_of_Love wrote: »

Last years premium was probably a first year discount of 50% - hence the price doubling. The "much cheaper" quote from other companies probably has a large first year discount which DL won't match for a renewal with the first year discount having expired.:)

No last years premium was not a first year premium.Last 2 years they matched a cheaper price I was quoted elsewhere but this year they would not.This 'first year' discount business is just ridiculous anyway as there is nothing to stop anyone going somewhere else the following year as you are not tied into them.

The irony I was really pointing out was getting an email asking me loads of questions as to why I did not renew with them!

StevieJ

POPPYOSCAR wrote: »

No last years premium was not a first year premium.Last 2 years they matched a cheaper price I was quoted elsewhere but this year they would not.This 'first year' discount business is just ridiculous anyway as there is nothing to stop anyone going somewhere else the following year as you are not tied into them.

The irony I was really pointing out was getting an email asking me loads of questions as to why I did not renew with them!

You mean they could have filled your questionnaire in themselves