Direct Line - Warning

freewineexpert

Although direct line are often good as far as premiums are concerned, they have no idea about customer service and write threatening letters for very little reason.

Our dog died in May and very upset we did think to stop the direct debit within a few weeks for our pet insurance policy. We forgot to write to Direct Line to cancel the policy though.

The premium did not get collected in June and in July we received a letter saying the outstanding premium will be chased by a debt collection company if not paid within 10 days. This is upsetting and potentially very expensive.

We treid to get customer service to understand that the policy should have stopped either when the dog died so we need to back date it or when the premium failed to be collected. They said pay or the debt collection agency will be notified.

So, with regret I have paid the £18.70 for a months premium for insurance that is impossible to claim on. I will notify the ombudsman as this is unacceptable.

I would strongly suggest you never use Direct Line if you want to be taken care of. I will never use them again.

The 8 years I have been paying I never made a claim so I can't say if they would have been better in that situatution, I hope they would!

GlynD

with every sympathy for your situation it does appear from your post that you have not informed Direct Line when your poor dog passed away. In that case, and with cancelling the direct debit, their computerised systems will have kicked in to collect outstanding premiums. I think you'd be wise at this point to write to their customer services department and apologise for your small error and ask for their understanding at your time of grief.

freewineexpert

i will give this a go, however, based on their customer service on the phone i am not hopeful. thanks for your help

lorweld

MOVING THREADS FOR BETTER RESPONSES


Hi, Martin’s asked me to post this in these circumstances: I’ve asked Board Guides to move threads if they’ll receive a better response elsewhere (please see this rule) so this post/thread has been moved to another board, where it should get more replies. If you have any questions about this policy please email forumteam@moneysavingexpert.com.