Direct line nightmare - help me!

notabean_2

Hi there,

I am looking for advice and was hoping that someone could help me....

After having a little accident (i have no car left!) more than 4 weeks ago direct line have still NOT paid me what I am intitled to!

The accident was my fault and no one else was involved, the car was written off and valued.

I ring direct line every day to find out why a cheque has not been raised and i am told various excuses such as telling me that....
- they have not recieved my documents (even though they had sent them back to me!)
- they had to wait a bit longer as it was a personal plate
- they had to wait as they were not sure if the car was on finance
- they were not sure who had my documents or where my documents were.
- i had not sent the certficate of insurance , even though they said that i did not need to!

there are many more excuses that they have told me!

I am at my wits end, I have taken out a loan,to get a replacement car, which is being charged at daily interest as was told by direct line that they would have the matter sorted and money sent to me in 2 weeks!

And still no money from direct line ....... :mad:

any advice would be must appreciated! What can i do to get a payment that i am owed by them!!!

Thanks

:j

mattymoo

Follow the complaints procedure in the policy booklet (all insurers have to set this out in plain english nowadays). Escalate the matter up the chain.

The excuses they have given you are all genuine steps in the processing of the claim. Checks include making sure the vehicle has not been written off before, no outstanding finance etc. Most of these are done online with instand results.

I do recall (in the early 90's when I dealt with this stuff) that cherished plates could cause delays but sounds like you have sorted that.

jonesMUFCforever

notabean wrote: »

Hi there,



The accident was my fault and no one else was involved, the car was written off and valued.

I know I am a cynic but reading that makes me suspicious.
You have to let Direct Line investigate the circumstances surrounding your accident.

For all we know you could have deliberately smashed your car just to get the money.
Before you flame me read your post again!

Ringing them every day will only make things worse.

raskazz

ejones999 wrote: »

I know I am a cynic but reading that makes me suspicious.
You have to let Direct Line investigate the circumstances surrounding your accident.

For all we know you could have deliberately smashed your car just to get the money.
Before you flame me read your post again!

Ringing them every day will only make things worse.

I have to disagree. From the excuses given, to me it sounds like they have accepted that the circumstances of the claims are genuine and it is within the scope of the policy cover, but have not dealt with the rather straightforward admin type checks that they have to do before issuing a cheque.

notabean_2

thanks raskazz, I recieved a cheque yesterday,:j it seems that my documents like you suggested were going through the admin checks, it seems that they should not have sent me back all the original documents so soon as this made it harder to do checks as they had to retrieve the ones that they had copied!

ejones 999, for the record the accident was genuine, I am lucky to be alive. I still am suffering from the physical impact of the crash having damaged my neck and back, the emotional impact of the crash goes without saying. I just hope that if you ever have to go through what I have been through in the past few weeks that you do not have to deal with someone so unsympathetic. :mad:

jonesMUFCforever

notabean wrote: »

thanks raskazz, I recieved a cheque yesterday,:j it seems that my documents like you suggested were going through the admin checks, it seems that they should not have sent me back all the original documents so soon as this made it harder to do checks as they had to retrieve the ones that they had copied!

ejones 999, for the record the accident was genuine, I am lucky to be alive. I still am suffering from the physical impact of the crash having damaged my neck and back, the emotional impact of the crash goes without saying. I just hope that if you ever have to go through what I have been through in the past few weeks that you do not have to deal with someone so unsympathetic. :mad:

I respond to what is written.
I am not a mind reader.
Congratulations on getting your cheque and here's hoping the mental scars of your accident quickly fade.
:beer: