Directline unprotected my NCD on insurance renewal

lg1968!

I first took out car insurance with Directline in 2021 and had my NCD protected.  I have over 20 years NCD but know the maximum insurers allow now is 9 years so I always make sure this is protected.  I renewed with them last year and this year aswell as they offered me 15% discount so came out about the same as on a comparision sute but when I reviewed my documents this morning for this years cover, the Protected NCD had a red cross through it.  On calling Directline they could not offer and explanation as to why it had been uncovered or who had done and said 'it happens sometimes'.  They have now charged me £52 to get it added.  I am unsure where I stand on complaining about this as feel it is really wrong that they had removed this for no reason and without my permission.  I have had no accidents and no claims and do not accept that these things happen sometimes.  Any advice appreciated

CSI_Yorkshire

Did you check that the renewal quote that you were offered included protected NCD?

If it did, but then it was removed when the actual schedule arrived, you have a case for complaint.

If it didn't, then you don't.  It's your responsibility to check that the cover you are being offered at renewal is correct for your circumstances.

DullGreyGuy

For many years there is normally only a single notice/schedule .. long gone are the days of receiving a renewal notice and subsequently a renewal confirmation duplicating the same information. 

The principle however is right, check the schedule on the renewal notice and if it excludes it and you missed it then you failed in your obligation to check the renewal to ensure it meets your requirement. 

Always found NCDP an odd thing... insurance on your insurance... surprised someone hasn't come up with NCDPP, protection on your NCD Protection.