Car insurance with Direct Line, amount charged and obtaining a receipt or invoice

tfboy

I've just taken out a policy with Direct Line.

The issue I have is that they have charged me more than the premium.

On the payments section of their website, I have this:


On the first page of my policy, I have the same amount and that is what I was quoted:


But it's not what they have charged me!

If I go to the second page of the policy, I do see the amount they charged (£1,176.86) but no explanation.
Also, 945.87 + 80 + 94.99 = 1120.86, not 1176.86!


I wondered of this is the IPT, but my understanding is that is nowadays 12% of the cost, yet the £56 here represents around 5%.

I've been in touch with them asking to clarify and provide a receipt for the amount charged, but they're saying they are not required to provide any kind of receipt and so apart from this last screenshot showing the amount paid, I have nothing that adds up to it.

All they've said so far is, and I quote:
"We are not required to provide IPT invoices as we are a private/personal insurer and IPT is not refundable / deductible.

We do not provide our VAT number (VAT is not paid on our insurance).

There is no requirement for us to provide ‘invoices’ for HM Revenue and Customs (HMRC), hence we do not send an invoice/payment receipt"

Does anyone have any idea?

All I want from DirectLine is a receipt or their payment screen to represent what I've paid. But so far, they're refusing to acknowledge and explain the difference.

Thanks!

HillStreetBlues

Who they quoted should be what you pay.
Did you change anything, such as adjust and excess?

DullGreyGuy

The only time a receipt is legally required to be given normally is when a VAT registered customer requests one from a VAT registered supplier. I dont know if there is any difference in the case of a product that is VAT exempt like insurance (and it is exempt not zero rated) but I am guessing you arent a VAT registered sole trader so its a moot point.

Presumably your online banking is showing the higher amount as having been taken?

Register a complaint using their online form https://www.directline.com/complaints and upload the two screenshots showing the different amounts. Dont bother with the faff around receipts etc but a simple screenshot A shows the price I agreed to and screenshot B shows the price you've actually charged me. Please refund the additional premium charged or explain why its increased.

blackmath

Have you told them they have charged you more than they quoted and you'd like it fixed?

Why are you even asking for a receipt. What will that prove. Sounds like they will close your ticket as a request for a receipt, and evidently they don't need to provide one.

user1977

blackmath said:

Why are you even asking for a receipt. What will that prove. Sounds like they will close your ticket as a request for a receipt, and evidently they don't need to provide one.

Yes, you're probably confusing the issue by asking for a receipt, when what your problem seems to be is that the amount charged is wrong.

caprikid1

tfboy said:

I've just taken out a policy with Direct Line.

The issue I have is that they have charged me more than the premium.

On the payments section of their website, I have this:


On the first page of my policy, I have the same amount and that is what I was quoted:


But it's not what they have charged me!

If I go to the second page of the policy, I do see the amount they charged (£1,176.86) but no explanation.
Also, 945.87 + 80 + 94.99 = 1120.86, not 1176.86!


I wondered of this is the IPT, but my understanding is that is nowadays 12% of the cost, yet the £56 here represents around 5%.

I've been in touch with them asking to clarify and provide a receipt for the amount charged, but they're saying they are not required to provide any kind of receipt and so apart from this last screenshot showing the amount paid, I have nothing that adds up to it.

All they've said so far is, and I quote:
"We are not required to provide IPT invoices as we are a private/personal insurer and IPT is not refundable / deductible.

We do not provide our VAT number (VAT is not paid on our insurance).

There is no requirement for us to provide ‘invoices’ for HM Revenue and Customs (HMRC), hence we do not send an invoice/payment receipt"

Does anyone have any idea?

All I want from DirectLine is a receipt or their payment screen to represent what I've paid. But so far, they're refusing to acknowledge and explain the difference.

Thanks!

The problem is you took a policy out with direct line, I had taken one out and attempted claims twice, once on mine and once on someone elses. I have never met a company that will lie and manipulate so much to avoid a claim so much.

This company is shocking and dishonest as you have seen.

baser999

Is it a credit card charge? 

Seems a lot of money regardless; I’m shopping around at the moment and they’re not amongst the cheapest by far

Herzlos

Have you just asked them to explain the figures since they don't seem to match? I think you've distracted them (or given them something to latch onto) by asking about receipts and tax.

HillStreetBlues

baser999 said:

Is it a credit card charge? 

Seems a lot of money regardless; I’m shopping around at the moment and they’re not amongst the cheapest by far

Shouldn't be, as there is a law against that.

DullGreyGuy

baser999 said:

Seems a lot of money regardless; I’m shopping around at the moment and they’re not amongst the cheapest by far

You think that's a lot of money for a just past their teenager in a Ferrari? 

Premiums are risk and commercially appetite based, a company that is cheap for you can be very expensive for someone else if you fit their ideal customer model but they dont. 

Ganga

caprikid1 said:

tfboy said:

I've just taken out a policy with Direct Line.

The issue I have is that they have charged me more than the premium.

On the payments section of their website, I have this:


On the first page of my policy, I have the same amount and that is what I was quoted:


But it's not what they have charged me!

If I go to the second page of the policy, I do see the amount they charged (£1,176.86) but no explanation.
Also, 945.87 + 80 + 94.99 = 1120.86, not 1176.86!


I wondered of this is the IPT, but my understanding is that is nowadays 12% of the cost, yet the £56 here represents around 5%.

I've been in touch with them asking to clarify and provide a receipt for the amount charged, but they're saying they are not required to provide any kind of receipt and so apart from this last screenshot showing the amount paid, I have nothing that adds up to it.

All they've said so far is, and I quote:
"We are not required to provide IPT invoices as we are a private/personal insurer and IPT is not refundable / deductible.

We do not provide our VAT number (VAT is not paid on our insurance).

There is no requirement for us to provide ‘invoices’ for HM Revenue and Customs (HMRC), hence we do not send an invoice/payment receipt"

Does anyone have any idea?

All I want from DirectLine is a receipt or their payment screen to represent what I've paid. But so far, they're refusing to acknowledge and explain the difference.

Thanks!

The problem is you took a policy out with direct line, I had taken one out and attempted claims twice, once on mine and once on someone elses. I have never met a company that will lie and manipulate so much to avoid a claim so much.

This company is shocking and dishonest as you have seen.

I have been with them for the last three years ,claimed for a replacement windscreen two years ago ,straightforward claim and handled very well by DL.