Stranded on Xmas Eve by Direct Line

diesel2184

Hi, basically I wrote off my car at 4pm in remote part of Oxfordshire, I had a car full of presents, 2 dogs and my 2 year old with me! When I called Direct Line accident recovery they told me I wasn't covered with them. I then had to get a family relative to drive 2 hours to collect us, leaving half the stuff in the car at the roadside due to space. Needless to say Xmas was a bit of a downer with a tired and grumpy toddler, and a very irate Daddy!! When I made it home on the 27th I was not amused to find out I am fully covered with them and they should have recovered us that day! I am awaiting contact from the complaints team but should I be compensated financially and if so how much would be reasonable to ask for???

robpw2

diesel2184 wrote: »

Hi, basically I wrote off my car at 4pm in remote part of Oxfordshire, I had a car full of presents, 2 dogs and my 2 year old with me! When I called Direct Line accident recovery they told me I wasn't covered with them. I then had to get a family relative to drive 2 hours to collect us, leaving half the stuff in the car at the roadside due to space. Needless to say Xmas was a bit of a downer with a tired and grumpy toddler, and a very irate Daddy!! When I made it home on the 27th I was not amused to find out I am fully covered with them and they should have recovered us that day! I am awaiting contact from the complaints team but should I be compensated financially and if so how much would be reasonable to ask for???

what did it cost you ?
you most likely will get a goodwill gesture , a months free or something but
a) why did you not have details of cover in your car so you could dispute at time
b) why did they say you were not covered

diesel2184

I was sure I was with Direct Line and don't like to have personal details in the car for security reasons.
They said I wasn't covered as they couldn't find me on the system. Apparently it was green flag who took the call as the direct line staff had gone by 2:30pm. However they are part of the same group of companies!
It cost me precious time on Christmas Eve, the little one was knackered from going to bed hours late, relative to drive 4 hr round trip and I still need to get back to Oxfordshire to get the rest of the gifts!

InsideInsurance

Realistically? Any actual true costs incurred plus ~£50 compensation, maybe £100 given the date

diesel2184

Costs of fuel to get 'recovered', numerous tel calls to chase them up since then as they have only collected car today from recovery agent so not even assessed yet! What price is being screwed over on Xmas Eve without half the presents and no cot for little one to sleep in at familys' house.

pleasedelete

You wrote off the car in the 1st place. Is that their fault as well. You should have known who you were covered by and insisted. Sorry but who doesn't know know they are insured by?

I assume that you are an adult as you are old enough to drive. You need to take responsibility for your own actions.

You wrote off car. You didn't know for certain who covered you. You didn't carry insurer details with you.

They couldn't find you on the system. Are you sure you gave them the right information- you seem disorganised to say the least.

diesel2184

thanks for the above, it's irrelevant as to whose to blame for it, I was sure I was with them but they told me otherwise, guess you wouldn't have liked it if you were in my position!!

lisyloo

Well personally I think you are a numpty for not having your documents with you, but that doesn't excuse them.
You could always rip off your name & address or card details whatever it is you are concerned about.
Write it all down, try to keep it factual, state what it cost you and what you want them to do about it. No point turning it into a long emotional rant, although you should point out the inconvenience and upset. Send them a formal complain through their formal procedure.

Take the details with you next time and remove whatever you are worried about.

diesel2184

and yes I am an adult who does take his responsibilities seriously, lets hope you never have your car broken into and contents stolen, heaven forbid!

diesel2184

thanks Lisy, unfortunately I am still waiting for direct line to actually ask me about my complaint, despite chasing them up again today, told another 5 working days!!
I did give them my name, address, date of birth and car reg which shouldve been more than adequate to find me on the system! I didn't need my details with me as I knew the above and knew I was with Direct Line

robpw2

diesel2184 wrote: »

and yes I am an adult who does take his responsibilities seriously, lets hope you never have your car broken into and contents stolen, heaven forbid!

if you write down your policy number and put it behind your tax disc then no-one but you will know its there , so in future you have it with you

i am, not apportioning blame here i was simply asking why the documents were not in your car .

i don't think its directline/greenflag or any other subsuidarys fault they couldn't find you on the system but i also don't think they should have done nothing .- however i really do not see other then paying for the petrol of the person who rescued you what financial cost their refusal to help has caused and i appreciate your upset but, i think perhaps you need to take this as a learning curve and next time be prepared .