Direct Line Car Insurance

theako2k

Just a word of warning for anyone with Direct Line car insurance, don’t expect them to even investigate your claim unless you go hard at them, they just want to take the path of least resistance and settle every claim 50/50.

Last weekend a woman tried changing lanes on a dual carriageway clearly not realising I was alongside her and hit the side of my car, the front driver side headlight area making contact with the side of my car. She was stationary, stuck behind a bus and just inexplicably turned into my car, a clear case of her at fault you’d think as she’s clearly changed lanes when not safe to do so.

But no, these incompetent con artists somehow deduced that they think it should be settled 50/50 and have said that to the woman’s insurance company. No communication made with myself to clarify or to check I’m ok with that (I’m not!) they just did it by stealth and then just sent a cowardly text message at 8pm on Friday night that this was what they intended to do.

To make matters worst they text that ‘decision’ at literally the same time they emailed a supporting witness asking for a statement. Absolute irrefutable proof they don’t investigate claims if they can avoid it and just try and make their life as easy as possible for low value claims and don’t even wait for or consider the facts!

Obviously I’m not accepting this and have made a complaint, but I would suggest anyone with Direct Line needs to have a dash cam as they won’t fight your cause.

huckster

50/50 sound like a provisional decision only and then it depends on evidence such as third party witness statement.

tener369

I have been with direct line car insurance for more than 15 years . Everything will fine as long as you won’t deal any claims with them 

Recent experience and also had experience in the past when incident been reported , direct line never communicate back the decision of the claim happend to me back . I have communicated not taking liability when reported incident however without notifying me they took a decision to liable and add claim on me . Poor service of handle of claim . I will never buy from direct line insurance even if it cheaper . 

Till the renewal letter comes no communication about claim , when I raise complaint . Direct line saying below 
s, however on page 33 of your policy booklet, it states:
"We're entitled to do either of the following:
) Take over and carry out the negotiation, defence or settlement of any claim in your name, or in the name
of any other person covered by this policy.
) Start legal proceedings in your name, or in the name of any other person connected to this policy. This
can be for your benefit or our own benefit."



They took over claim and does not notify you . You must be very careful when dealing with with Direct line claim as they always try to put claim liability on you never try to take your opinion and does not give you to utilise motor legal

cw8825

tener369 said:

I have been with direct line car insurance for more than 15 years . Everything will fine as long as you won’t deal any claims with them 

Recent experience and also had experience in the past when incident been reported , direct line never communicate back the decision of the claim happend to me back . I have communicated not taking liability when reported incident however without notifying me they took a decision to liable and add claim on me . Poor service of handle of claim . I will never buy from direct line insurance even if it cheaper . 

Till the renewal letter comes no communication about claim , when I raise complaint . Direct line saying below 
s, however on page 33 of your policy booklet, it states:
"We're entitled to do either of the following:
) Take over and carry out the negotiation, defence or settlement of any claim in your name, or in the name
of any other person covered by this policy.
) Start legal proceedings in your name, or in the name of any other person connected to this policy. This
can be for your benefit or our own benefit."



They took over claim and does not notify you . You must be very careful when dealing with with Direct line claim as they always try to put claim liability on you never try to take your opinion and does not give you to utilise motor legal

It’s all going to come down to the circumstances and the cost of the claim

The myth that they will just settle 50/50 or accept fault is flat out wrong. 
they are a business. It wouldn’t be the best business decision to pay out to anyone who asks them for money. 

Also 50/50 or full fault has little impact on the renewal. They are both fault claims so unless it’s fully non fault it’s not worth pursuing that avenue. 

(Obviously claiming any excess back it does matter)

Jrchmn

cw8825 said:

tener369 said:

I have been with direct line car insurance for more than 15 years . Everything will fine as long as you won’t deal any claims with them 

Recent experience and also had experience in the past when incident been reported , direct line never communicate back the decision of the claim happend to me back . I have communicated not taking liability when reported incident however without notifying me they took a decision to liable and add claim on me . Poor service of handle of claim . I will never buy from direct line insurance even if it cheaper . 

Till the renewal letter comes no communication about claim , when I raise complaint . Direct line saying below 
s, however on page 33 of your policy booklet, it states:
"We're entitled to do either of the following:
) Take over and carry out the negotiation, defence or settlement of any claim in your name, or in the name
of any other person covered by this policy.
) Start legal proceedings in your name, or in the name of any other person connected to this policy. This
can be for your benefit or our own benefit."



They took over claim and does not notify you . You must be very careful when dealing with with Direct line claim as they always try to put claim liability on you never try to take your opinion and does not give you to utilise motor legal

It’s all going to come down to the circumstances and the cost of the claim

The myth that they will just settle 50/50 or accept fault is flat out wrong. 
they are a business. It wouldn’t be the best business decision to pay out to anyone who asks them for money. 

Also 50/50 or full fault has little impact on the renewal. They are both fault claims so unless it’s fully non fault it’s not worth pursuing that avenue. 

(Obviously claiming any excess back it does matter)

I have also had the 50/50 problem on what should have been a black and white no fault claim. Yes they are a business but they are the single biggest insurance provider and they own many other providers such as privilege. My claim was black and white. I was stationary in a parking bay. Another car drove into my open door (and almost into me).
3 times I contested the 50/50 decision. On the third one I took screen grabs from data lite views of the location and carefully drew a box showing where my car was parked. I quoted the rules they rejected it and said 50/50. I replied fine I’m sure I’m right I’m taking the other driver to court please send me my files. Almost immediately they changed it to a no fault claim. I put in a complaint and received a substantial “good will” payment however they used the term good will not compensation and did not admit fault or apologise in their communications. I should have rejected the payment and taken it further but I was just too tired and by that point they’d held on to my excess payment etc for months. I just couldn’t afford to take it further. 

The 50/50 isn’t a myth. 

It’s not flat out wrong. 

It is their business model and it means more customers have fault claims and therefore pay higher premiums and excess charges. It also means they save money by not investing time in investigating. They may react differently if the other driver does the right thing and admits fault. I’m not sure though because the other driver admitted fault at the scene of my accident and gave me their contact details. I also took pictures. I can only think they were encouraged to change to 50/50. 

They may also react differently if there’s another insurance company involved rather than direct line or one of their subsidiaries. My parents had been in the same position years before but had no photos etc and had to accept the 50/50. I only managed to fight my case because a colleague had had a very similar experience to me and had taken legal advice to get his result. I realise that including the OP this is only 4 people and sounds anecdotal but it’s certainly not “flat wrong”. Although I do think CW8825 should consider a career with direct line.

DullGreyGuy

Jrchmn said:

cw8825 said:

tener369 said:

I have been with direct line car insurance for more than 15 years . Everything will fine as long as you won’t deal any claims with them 

Recent experience and also had experience in the past when incident been reported , direct line never communicate back the decision of the claim happend to me back . I have communicated not taking liability when reported incident however without notifying me they took a decision to liable and add claim on me . Poor service of handle of claim . I will never buy from direct line insurance even if it cheaper . 

Till the renewal letter comes no communication about claim , when I raise complaint . Direct line saying below 
s, however on page 33 of your policy booklet, it states:
"We're entitled to do either of the following:
) Take over and carry out the negotiation, defence or settlement of any claim in your name, or in the name
of any other person covered by this policy.
) Start legal proceedings in your name, or in the name of any other person connected to this policy. This
can be for your benefit or our own benefit."



They took over claim and does not notify you . You must be very careful when dealing with with Direct line claim as they always try to put claim liability on you never try to take your opinion and does not give you to utilise motor legal

It’s all going to come down to the circumstances and the cost of the claim

The myth that they will just settle 50/50 or accept fault is flat out wrong. 
they are a business. It wouldn’t be the best business decision to pay out to anyone who asks them for money. 

Also 50/50 or full fault has little impact on the renewal. They are both fault claims so unless it’s fully non fault it’s not worth pursuing that avenue. 

(Obviously claiming any excess back it does matter)

I have also had the 50/50 problem on what should have been a black and white no fault claim. Yes they are a business but they are the single biggest insurance provider and they own many other providers such as privilege. My claim was black and white. I was stationary in a parking bay. Another car drove into my open door (and almost into me).
3 times I contested the 50/50 decision. On the third one I took screen grabs from data lite views of the location and carefully drew a box showing where my car was parked. I quoted the rules they rejected it and said 50/50. I replied fine I’m sure I’m right I’m taking the other driver to court please send me my files. Almost immediately they changed it to a no fault claim. I put in a complaint and received a substantial “good will” payment however they used the term good will not compensation and did not admit fault or apologise in their communications. I should have rejected the payment and taken it further but I was just too tired and by that point they’d held on to my excess payment etc for months. I just couldn’t afford to take it further. 

The 50/50 isn’t a myth. 

It’s not flat out wrong. 

It is their business model and it means more customers have fault claims and therefore pay higher premiums and excess charges. It also means they save money by not investing time in investigating. They may react differently if the other driver does the right thing and admits fault. I’m not sure though because the other driver admitted fault at the scene of my accident and gave me their contact details. I also took pictures. I can only think they were encouraged to change to 50/50. 

They may also react differently if there’s another insurance company involved rather than direct line or one of their subsidiaries. My parents had been in the same position years before but had no photos etc and had to accept the 50/50. I only managed to fight my case because a colleague had had a very similar experience to me and had taken legal advice to get his result. I realise that including the OP this is only 4 people and sounds anecdotal but it’s certainly not “flat wrong”. Although I do think CW8825 should consider a career with direct line.

Direct Line Group are the third largest motor insurer and are small in all other lines of business, hence why Aviva are proposing to buy them out (who are the 2nd largest motor insurers)

Just do the maths... average first party claim is £4,500, average third party claim is £6,000.

Fault - £10,500
50/50 - £5,250
Non-fault - £0

Direct Line's average premium is £515 for renewing customers.

Please explain how paying out £5,250 makes economic sense to try and get the customer to pay an excess (which would be fully nullified by a non-fault claim) or try to get the customer to renew at £515?  Remembering that £515 includes taxes etc they'd have to sell over 10 brand new policies to cover the outlay. 

You are also failing to appreciate that if customers are annoyed at their insurers for their claims experience they dont tend to renew with them so not only are they paying out on the claim but they are not getting any renewal premium let alone a higher one. 

There are economic reasons for not going to court but your totally barking up the wrong tree if you think its about getting additional premiums in because even 11+ maths shows that doesnt work.