DIRECT LINE.... aghhhh!!!!

placeborick

after having my car stolen 6 weeks ago.

direct line had the car values at £189- 100 excess, written off cat B. leaving me , well not a lot.

the cars retails at £400-600 according to many sources i have collected to prove this to them.

(I had a massive problem just getting them to help me at all and get me my car/possessions back, but that is not my issue)

i have disputed there valuation twice now.

written two letters and made various phone calls, requesting to speak to the claims handler who funnily enough is never available and never replies....

in my final letter i have requested information on the ombudsman proceedure and there final valuation so that i may put my case forward for a second opinion.

Direct line still have not called, written, emailed... nothing, i havent even been given my car documents, a cheque or keys back....

now do i waste another few pounds calling them again or shall i take matters a step further,

Direct line are shafting me and hoping i give up fighting. I need to claim back the value of the car i cant afford to lose out.

i was legally insured so whats their problem?

if anyone can help me i would greatly appreciate it. Its about time commpanies like this started honouring their agreements.

lisyloo

My nephew has jsut had a payout from Direct line and they've been quick and generous.


If you want a quick resolution then write to them stating that you will take the matter to the small claims court if they do not accept your terms within 14 days.
Bear in mind that asking prices are not the same as selling prices so you need to be realistic with your valuations (having said that there is a bit of a gap), however you can't expect to get what people are asking.

Send the letter recorded delivery (70p) and keep the orange receipt.
This is basically insurance against them saying they didn't receive your letter which will delay matters.

Usually this does the trick and gets things moving.

However if the letter on it's own doesn't work then be prepared to back up your case in court. I would prepare

1) Photos or any evidence you have of the condition of your car e.g. MOTs showing milesage, service record, photos etc.
2) Adverts showing asking prices (deduct a % for negotiation).
3) You orange receipt showing delivery of your letter.

The small claims court is very cheap.
Direct line cannot charge you for their time in attending.
It's in you local area and not theirs.

As I said, the letter normally works but you need to be prepared to follow through if necessary.

The other appraoch is the ombudsman which is free but can take months, so if you want to get things moving then try the leagl appraoch.

lisyloo

You could also try checking on ebay for completed sales of similar cars, because his would show sale prices and not asking prices.

placeborick

this is exactly what i posted to direct line/

4 ebay auctions ended at the aforementioned price range and an ad i autotradrer.

sent special delivery asking for a quick repsonse and mentioning having to go to ombudsman

as of yet iv had no response. they havent even returned my MOT,photo, logbook and keys which they promised to return 2 weeks ago/

lisyloo

sent special delivery asking for a quick repsonse and mentioning having to go to ombudsman

Did you follow their official complaints procedure?
You can't just decide to go to the ombudsman you have to follow a specified procedure and can only go to the ombudsman after that.
It all takes quite a while.

If you didn't send it to the right address or follow their procedures then it won't be properly recognised as an official complaint.

as of yet iv had no response. they havent even returned my MOT,photo, logbook and keys which they promised to return 2 weeks ago/

I can't explain their behaviour.
They have been great with my nephew.

The legal approach in my experience can often really put a rocket up them.
Firstly they know they can't just do nothing but it also shows them that you are someone that's knows their rights and isn't going to be messed about.

The magistrate in the county court is just a ordinary bloke/woman who will look at the case and decide who is telling the truth.
It's nothing high brow.
The worse thing about it is that you will need to take time of work and you can't claim for that.
The good thing is that they can't claim off you for costs, so your risk is limited to a fairly small court fee.

I've done it a few times and I've never had to take anyone to court because usually the letter is sufficient to get a result.

placeborick

i decided to make yet another call and you know what.

i finally got through to the person i wanted! :j:j:j

they have got my letter and the appropriate person will be calling me back today to discuss.(whether they do i dont know yet)

were only talking an extra 100-200 pounds im trying to get here its really not worth the hassle from their point of view for this to escalate any further so i dont see what the problem is.

£200 to me on the other hand is a good portion of my council tax as im sure you can understand my presistance.

i did request info on their ombudsman proceedure but as i say, no response....

placeborick

...and did they phone back

NO!

being messed about is a serious understatement,

what do you think i should do about it?

keep giving them time to respond, keep wasting money phoning them?