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UK Insurance warning - useless company, quasi-scam
Harald
Posts: 205 Forumite
I think this should be warning to anyone tempted by cheap price of insurance policies underwritten by UK Insurance, Direct Line Insurance especially.
Story is long, probably bit chaotic, but please read it carefully.
First - they way of doing things looks like they hold any procedings until you sent them a complaint
I had two accidents in last 6 years, twice handled by UK Insurance (once sold as Virgin Money insurance, once Direct Line) and the schema looked identically. First wasn't my fault and I must admit my car was fixed quickly and properly, but from my own insurance. I was promised my excess and discounts will be returned once the claim is settled - fair enough.
But.. they didn't even asked for evidence for 6 months!!! I explained few times what happened, informed about photo evidence available and.. nothing. Numerous calls, few letters - nothing. Just usual information about time required to settle claim.
True, without any evidence it may be not too easy.
Finally filled complaint to Financial Ombudsman and guess what... I was contacted by UK Insurance, they asked for evidence which I provided. And then the claim has been settled in ONE MONTH.
Which proves they been doing NOTHING for 6 months.
It may happens once.
But then I had car insurance with Direct Line (underwritten by UK Insurance again). And this one was special...
In insurance terms booklet was stated, as usual that my policy is limited to UK and few more places (except 3rd party). Fine, that's standard. It says it's written in policy schedule what's covered. Fine.
And there is a chapter saying my cover can be extended to whole Europe for a price. Period.
What would you think? Is your WHOLE policy extended to whole Europe? I would.
But not UK Insurance.
Errr... not fully. I called them asking "is my WHOLE policy going to be extended to whole Europe?"
I was told... YES, it will
So I paid premium for my holiday. It wasn't cheap. I paid for 2 weeks more than was my monthly instalment, so extended insurance cost me 300% of regular comprehensive insurance.
Then I had an accident. It wasn't fully my fault, but there was no other driver to blame, so it was me to blame from insurer point of view - fair enough.
But the rest was just a nightmare.
First thing - neither Direct Line or UK insurance is providing accident line working from abroad, only 0845 numbers at the time (0345 numbers now, same problem). Luckily for me I had a breakdown cover (fulfilled by Green Flag). It was not extended to Europe thought. Luckily for me (again) Green Flag is professional enough to have land line number accessible from abroad and be nice enough to pass my help request to insurer (big thanks again, they was able to answer "you're not covered, sorry", but still decided to help me in Sunday night).
It took few hours but finally my damaged car was taken away by recovery truck, it was close enough to just walk back to place I lived in during my holiday, enough for a day.
I though "I have good, comprehensive insurance", now it will be easier. I was so wrong...
I was told that my fully extended policy is in fact not fully extended. Apparently my replacement car guarantee magically been excluded from extensions. No matter there were no exclusions in my policy booklet. They excluded it just like that.
I was left abroad, with family of 5 (this is important as we cannot use regular taxis, it has to be usually more expensive people carriers) and lot of bags far away from UK, having just few days of holiday left and Monday was the day when school was starting for kids and I had to be in the office.
This was really frustrating and scary. Luckily for me I had credit cards kept for such unpleasant occasions, managed to book not cheap but still reasonably priced flights back (which was pretty impressive achievement when booking flights just 3 days ahead).
I called them requesting UK-based replacement car Sunday afternoon the latest, as needed it to get to work and make other arrangement.
Guess what.. they completely ignored me. After few more calls I was given replacement car two days later (Tuesday morning).
A week of using rental car passed really quickly and there was no information at all.
And there is where my struggle starting for real.
I want to be perfectly clear - all I wanted was decision. Not payment or anything else. Decision only. Whether my car will be fixed and returned or written off.
Having family of 5 I need spacious car. But I need just one spacious car.
I needed to know what should I do. Should I rent a car at my expense until my car is being fixed? Should I go and buy another (with finance of course) or should buy cheap temporary car until everything is cleared?
Two months and numerous calls later I still knew nothing.
Every time I heard lies about how the claim is complicated, about need to translate documents and so on.
Why I know they lied to me?
First, because I was in close contact with their local representative. 5 days after accident I was told everything. Where is my car and that it will be likely to written off, as that's what they reported back to UK Insurance, but is purely up to their decision. And that's the decision I wanted.
Local representative was a local branch of big international company, based in UK. Company is multi-national but using English language as official. All correspondence with company was in English or in local language AND English.
I'm absolutely sure they provided all documents in English, so no translation was required.
10 weeks later there was still no decision and I hear lies only.
They also have absolute mess in the papers. And I can prove it.
For example - recovery truck driver told me I HAVE to give him my V5 because it's required by local law. It was recovery truck driver sent by my insurance company, I had no reason why I couldn't trust him. And he took my V5.
Then in next 12 weeks I was asked by UK Insurance "where is my V5" and always answered "it's with my car, as requested by your representative"
And problem was not because I don't have V5, it was fine. Problem was because I had to explain it again, and again, and again. 7 times.
They had no precise information where is my car, what is happening with it.
Also asked to refund my plane tickets as they failed to provide replacement car for my return to UK. They refused.
I issued official complaint to UK Insurance. After my complaint they finished my claim in 10 days. I was offered £60 for 2 days delay with UK-based hire car, refused to reimburse me for the return to UK and denied delay in processing my claim.
Adding insult to injury, they sent junk handling company to me to collect my written off car. It could be actually funny when the guy asked me whether he can collect my car on Wednesday. "yeah, sure" I answered.
- "Will you be at home 10am?"
- "No, I'll be at work whole day"
- "So when we can collect the car?"
- "You can collect it Wednesday 10am as you asked"
- "But you just said you'll be at work?"
- "yes, that's true, but also need to know I have no currently plans to travel abroad where my car is kept. Don't know what useless information you been given from UK Insurance, but I'm absolutely not surprised and and I can be only sorry for you if you have to work with such useless company"
He only gasped heavily, said "bye" and ended the call.
To finish the long story let me just add it ended with Financial Ombudsman, where I won. Not fully, because they reimbursement me for flights as "goodwill gesture" and was awarded another £90 for 10 weeks delay in decision.
(please compare £60 for 2 days delay and £90 for 10 weeks delay).
And it didn't ended there. They asked me for receipts and documents for anything I paid for the return. I provided everything they asked for, sent by tracked delivery, having proof of delivery.
2 months later they called me again, guess what.... asking when I can provide receipts and documents. This time sent scans by e-mail. And another 4 weeks without any confirmation. Nothing. Requested confirmation of receptions on paper and using their contact form. Luckily for me their contact form is sending confirmation of the request, otherwise probably I would wait another months.
Summary - it was 11 months of lies and deliberate delays. Finally I received reimbursement for the money I paid from my credit card (without interest obviously) and full £150 for all delays.
After 5 months I was paid for my car, £1500 under market price (rare top-spec version, REALLY hard to find, low mileage, perfect condition with factory warranty just ended, full service history, 3-yrs old etc. At the moment of payment cheapest asking price for similar car was at least £3000 more than I was paid - before excess)
I had to deal with claims handled by UK Insurance twice. Paid for services they refused to provide (hence called it quasi-scam). Was told countless lies. And it ended with the Ombudsman twice. I won twice. Still not feeling good about this, feeling rather insulted and ripped off.
You have been warned
Story is long, probably bit chaotic, but please read it carefully.
First - they way of doing things looks like they hold any procedings until you sent them a complaint
I had two accidents in last 6 years, twice handled by UK Insurance (once sold as Virgin Money insurance, once Direct Line) and the schema looked identically. First wasn't my fault and I must admit my car was fixed quickly and properly, but from my own insurance. I was promised my excess and discounts will be returned once the claim is settled - fair enough.
But.. they didn't even asked for evidence for 6 months!!! I explained few times what happened, informed about photo evidence available and.. nothing. Numerous calls, few letters - nothing. Just usual information about time required to settle claim.
True, without any evidence it may be not too easy.
Finally filled complaint to Financial Ombudsman and guess what... I was contacted by UK Insurance, they asked for evidence which I provided. And then the claim has been settled in ONE MONTH.
Which proves they been doing NOTHING for 6 months.
It may happens once.
But then I had car insurance with Direct Line (underwritten by UK Insurance again). And this one was special...
In insurance terms booklet was stated, as usual that my policy is limited to UK and few more places (except 3rd party). Fine, that's standard. It says it's written in policy schedule what's covered. Fine.
And there is a chapter saying my cover can be extended to whole Europe for a price. Period.
What would you think? Is your WHOLE policy extended to whole Europe? I would.
But not UK Insurance.
Errr... not fully. I called them asking "is my WHOLE policy going to be extended to whole Europe?"
I was told... YES, it will
So I paid premium for my holiday. It wasn't cheap. I paid for 2 weeks more than was my monthly instalment, so extended insurance cost me 300% of regular comprehensive insurance.
Then I had an accident. It wasn't fully my fault, but there was no other driver to blame, so it was me to blame from insurer point of view - fair enough.
But the rest was just a nightmare.
First thing - neither Direct Line or UK insurance is providing accident line working from abroad, only 0845 numbers at the time (0345 numbers now, same problem). Luckily for me I had a breakdown cover (fulfilled by Green Flag). It was not extended to Europe thought. Luckily for me (again) Green Flag is professional enough to have land line number accessible from abroad and be nice enough to pass my help request to insurer (big thanks again, they was able to answer "you're not covered, sorry", but still decided to help me in Sunday night).
It took few hours but finally my damaged car was taken away by recovery truck, it was close enough to just walk back to place I lived in during my holiday, enough for a day.
I though "I have good, comprehensive insurance", now it will be easier. I was so wrong...
I was told that my fully extended policy is in fact not fully extended. Apparently my replacement car guarantee magically been excluded from extensions. No matter there were no exclusions in my policy booklet. They excluded it just like that.
I was left abroad, with family of 5 (this is important as we cannot use regular taxis, it has to be usually more expensive people carriers) and lot of bags far away from UK, having just few days of holiday left and Monday was the day when school was starting for kids and I had to be in the office.
This was really frustrating and scary. Luckily for me I had credit cards kept for such unpleasant occasions, managed to book not cheap but still reasonably priced flights back (which was pretty impressive achievement when booking flights just 3 days ahead).
I called them requesting UK-based replacement car Sunday afternoon the latest, as needed it to get to work and make other arrangement.
Guess what.. they completely ignored me. After few more calls I was given replacement car two days later (Tuesday morning).
A week of using rental car passed really quickly and there was no information at all.
And there is where my struggle starting for real.
I want to be perfectly clear - all I wanted was decision. Not payment or anything else. Decision only. Whether my car will be fixed and returned or written off.
Having family of 5 I need spacious car. But I need just one spacious car.
I needed to know what should I do. Should I rent a car at my expense until my car is being fixed? Should I go and buy another (with finance of course) or should buy cheap temporary car until everything is cleared?
Two months and numerous calls later I still knew nothing.
Every time I heard lies about how the claim is complicated, about need to translate documents and so on.
Why I know they lied to me?
First, because I was in close contact with their local representative. 5 days after accident I was told everything. Where is my car and that it will be likely to written off, as that's what they reported back to UK Insurance, but is purely up to their decision. And that's the decision I wanted.
Local representative was a local branch of big international company, based in UK. Company is multi-national but using English language as official. All correspondence with company was in English or in local language AND English.
I'm absolutely sure they provided all documents in English, so no translation was required.
10 weeks later there was still no decision and I hear lies only.
They also have absolute mess in the papers. And I can prove it.
For example - recovery truck driver told me I HAVE to give him my V5 because it's required by local law. It was recovery truck driver sent by my insurance company, I had no reason why I couldn't trust him. And he took my V5.
Then in next 12 weeks I was asked by UK Insurance "where is my V5" and always answered "it's with my car, as requested by your representative"
And problem was not because I don't have V5, it was fine. Problem was because I had to explain it again, and again, and again. 7 times.
They had no precise information where is my car, what is happening with it.
Also asked to refund my plane tickets as they failed to provide replacement car for my return to UK. They refused.
I issued official complaint to UK Insurance. After my complaint they finished my claim in 10 days. I was offered £60 for 2 days delay with UK-based hire car, refused to reimburse me for the return to UK and denied delay in processing my claim.
Adding insult to injury, they sent junk handling company to me to collect my written off car. It could be actually funny when the guy asked me whether he can collect my car on Wednesday. "yeah, sure" I answered.
- "Will you be at home 10am?"
- "No, I'll be at work whole day"
- "So when we can collect the car?"
- "You can collect it Wednesday 10am as you asked"
- "But you just said you'll be at work?"
- "yes, that's true, but also need to know I have no currently plans to travel abroad where my car is kept. Don't know what useless information you been given from UK Insurance, but I'm absolutely not surprised and and I can be only sorry for you if you have to work with such useless company"
He only gasped heavily, said "bye" and ended the call.
To finish the long story let me just add it ended with Financial Ombudsman, where I won. Not fully, because they reimbursement me for flights as "goodwill gesture" and was awarded another £90 for 10 weeks delay in decision.
(please compare £60 for 2 days delay and £90 for 10 weeks delay).
And it didn't ended there. They asked me for receipts and documents for anything I paid for the return. I provided everything they asked for, sent by tracked delivery, having proof of delivery.
2 months later they called me again, guess what.... asking when I can provide receipts and documents. This time sent scans by e-mail. And another 4 weeks without any confirmation. Nothing. Requested confirmation of receptions on paper and using their contact form. Luckily for me their contact form is sending confirmation of the request, otherwise probably I would wait another months.
Summary - it was 11 months of lies and deliberate delays. Finally I received reimbursement for the money I paid from my credit card (without interest obviously) and full £150 for all delays.
After 5 months I was paid for my car, £1500 under market price (rare top-spec version, REALLY hard to find, low mileage, perfect condition with factory warranty just ended, full service history, 3-yrs old etc. At the moment of payment cheapest asking price for similar car was at least £3000 more than I was paid - before excess)
I had to deal with claims handled by UK Insurance twice. Paid for services they refused to provide (hence called it quasi-scam). Was told countless lies. And it ended with the Ombudsman twice. I won twice. Still not feeling good about this, feeling rather insulted and ripped off.
You have been warned
0
Comments
-
Greenflag is also UK Insurance...
The Direct Line policy booklet excludes hire car and hire car plus for any loss which takes place outside Great Britain, Northern Ireland, the Isle of Man or the Channel Islands.
The policy booklet also states that they will require receipts etc for reimbursing travel costs etc if the accident happens outside of GB etc. Policy does state that they will only pay your travel back if you cannot drive due to an injury, or no hire car is available - you weren't entitled to one so this wouldn't apply to you.
Why did you accept the settlement for your car if you aren't happy with the settlement value?
You didn't 'win' with the Ombudsman. The Ombudsman only asked UK Insurance to pay compensation for the delays, they didn't tell UK Insurance that they were wrong in excluding the hire car etc because they weren't wrong.
Although you had proof of delivery for the info you sent to them, did you send it to the correct address with your claim number on it? If so, it would have got to them and been scanned on to your claim. Did you check the tracking number to ensure it got there? If they don't have it they can't process it. So they would have called you to chase up to see if you had sent the document, I don't see anything wrong with this.0 -
FutureGirl wrote: »The Direct Line policy booklet excludes hire car and hire car plus for any loss which takes place outside Great Britain, Northern Ireland, the Isle of Man or the Channel Islands.
Yes. And it says exactly the same regarding remaining part of the policy (except 3rd party).
And then it says WHOLE policy (no exceptions) can be - for a price - extended to EU.FutureGirl wrote: »Why did you accept the settlement for your car if you aren't happy with the settlement value?
Because it would require months spent in court and I would likely have to spent most of the money won on lawyers.FutureGirl wrote: »You didn't 'win' with the Ombudsman. The Ombudsman only asked UK Insurance to pay compensation for the delays, they didn't tell UK Insurance that they were wrong in excluding the hire car etc because they weren't wrong.
Ombudsman made decision in favour of me.
Yes, it's not a clear win.FutureGirl wrote: »Although you had proof of delivery for the info you sent to them, did you send it to the correct address with your claim number on it? If so, it would have got to them and been scanned on to your claim. Did you check the tracking number to ensure it got there? If they don't have it they can't process it. So they would have called you to chase up to see if you had sent the document, I don't see anything wrong with this.
Yes, company address, claim number, ombudsman decision number etc.
There was full information included. And contact information.
Scanning doesn't take 2 months.0 -
Did you send to the correct address? The company has hundreds of offices around the country. Sending it to Bristol where Customer Services are? Wrong address.
The whole policy was extended to the EU. There is no 'exclusion for hire cars in the EU. The wording states that a hire car will be offered if the incident happens within GB etc.. therefore the policy was extended to the EU in full, as it doesn't have an exclusion relating to incident in the EU, the policy merely only covers you for hire car for incident within the UK... and the ombudsman agree with this.
The ombudsman ruled in favour of you for the delays, nothing else.
Not accepting the money wouldn't have meant spending time in court at all.0 -
My complaint has clearly two parts and it was ruled in favour of me in both parts.
Part one was delays.
Part two was hire car0 -
Are you warning us off using UK Insurance/Direct Line ?0
-
I'm trying to spread awareness what is coming with low price.
Decision is up to each person preference.0
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