Auto-renewal issue with Direct Line

W_owbagger

I have been a Direct Line car insurance customer for years, insurance set to auto-renew, never been an issue. Yesterday, I was stopped by the police as I didn't have insurance, points, fine etc.

On investigation, my "auto-renewal" came with a Direct Debit instruction which I ignored as I already had the direct debit I had been using for years. I subsequently checked the Direct Line website and it says that auto-renewal would use existing payment details (as it had done for years).

So, I had a Direct Debit set up but Direct Line didn't take payment from it and I didn't return the instruction they sent - which, I admit, I should have been more attentive with.

Any seen this scenario before? I doubt there is anything that can be done now, Direct Line didn't say much useful on the phone about why this might have happened.

More a word of caution, don't assume that auto-renewal means you don't have something still to do. I have followed up with Direct Line to find out more but I don't expect much back.

Thoughts?

DullGreyGuy

What did the renewal letter state about it renewing and/or the DD form?

Whilst appreciate you've just auto-renewed for years you should still be reading the renewal notice, firstly as in rare occasions auto-renewal gets turned off. (Many years ago a large insurer had to turn off auto-renewal for anyone paying by card as it was deemed they'd not made it appropriately clear that the card details would be retained). Secondly policy wordings change most years, often is subtlies in wording that make minimal differences but other times it can be material (eg removing driving other cars) and so you need to know what they are 

caprikid1

Direct Line are shocking, their complaints procedure will largely get ignored. They are cheap for a reason.

I have had a few experiences with Direct Line both as a customer and when a Third Party ran in to me, every interaction I have had with this company is shocking and I would strongly recommend anyone chose someone else to have the security that you are actually fully insured.

Arunmor

I have been a Direct Line customer for years and find them one of the better companies to deal with.  There are plenty out their who I wouldn't touch with a barge pole.

FT13

i have just received an automated letter from direct line informing me they will not be offering renewal but given no reason as to why.
i have been with them some years have 9+ year no claims history have made no claims what so ever and have no recent or active points or convictions on my licence.
i have contacted them today and after an hour+ hanging on an automated system and speaking to a number of people the best reason i could get for being declined was “our underwriters policies have changed”?
No clarity was given and no identification of how the changes apply to me which leaves me seeking a new insurer and having to declare I have been declined but unable to tell them why although I suspect the fact I am 75yrs has something to do with it albeit I am in good health and have driving vision without the need of glasses.
i noted someone back in 2021 had been given the underwriter reason so I suspect it is a standard direct line cop out perhaps to avoid age discrimination claims?

DullGreyGuy

FT13 said:

No clarity was given and no identification of how the changes apply to me which leaves me seeking a new insurer and having to declare I have been declined but unable to tell them why although I suspect the fact I am 75yrs has something to do with it albeit I am in good health and have driving vision without the need of glasses.
i noted someone back in 2021 had been given the underwriter reason so I suspect it is a standard direct line cop out perhaps to avoid age discrimination claims?

Most insurers only ask about voided/cancelled etc ("declined" relates to historic processes) and someone not giving you a quote doesn't fall within that question. If it did every driver would have to declare declines because no matter who you are as soon as you use an aggregator (eg confused.com) then at the bottom under the prices everyone has a list of companies that didn't provide a quote. 

A minority of companies do ask explicitly if an insurer has ever declined to offer you renewal terms, it's only that question that you'd have to answer yes to. 

It's an industry standard cop out... call centre agents are not told how the price is calculated to avoid arguments as to why they think X or Y is higher risk/more expensive than A or B. They are the true "computer says no" workers as their systems are little more than the tool you use on their website and just as it simply gives you a price or a sorry but no thanks thats all they see. 

Have you gone to their website to see if you can get a new business quote from them?

Aretnap

FT13 said: 

i noted someone back in 2021 had been given the underwriter reason so I suspect it is a standard direct line cop out perhaps to avoid age discrimination claims?

Where did you read that? If someone on an internet forum says they'd been told the reason for not being offered renewal was X, there's a fair chance that all they actually did was ask an inexperienced call centre staff member who didn't have any idea of the reason, but offered a wild guess rather than admit that he didn't know. It doesn't necessarily mean that he was told the underwriter's reason; that's not information that would normally be given it.

No need to avoid age discrimination claims as age discrimination is perfectly legal in insurance terms, which is why teenagers pay astronomical premiums (much more so than newly qualified older drivers). And conversely why old people pay more for life insurance than young people...

As above you don't need to declare this unless you are explicitly asked if you have ever had an insurer not offer renewal terms. Everybody under the age of 50 who had used a price comparison site has had a "thanks but no thanks" from Saga -it doesn't mean that they have to declare forevermore that they are a pariah who has been refused insurance. Your situation is no different - one particular insurer on one particular day didn't offer you a quote. It happens all the time. Try not to take it personally.

FT13

Thanks for the comments advice, with regard to the 2021 post I have no idea who they spoke to but I was transferred and spoke to 3 people purportedly from different departments and was told the same thing. I have no issue with someone saying they don’t want to insure me because of my age, that’s life and I can live with it my issue was that if that was not the reason then what was, is there something on my records that suggests something else as given I have made no claims, had no accidents and no driving conviction then clearly there is an error on their records.
Anyway from what has been said then I am obviously never going know that so I will move on.

DullGreyGuy

FT13 said:

Thanks for the comments advice, with regard to the 2021 post I have no idea who they spoke to but I was transferred and spoke to 3 people purportedly from different departments and was told the same thing. I have no issue with someone saying they don’t want to insure me because of my age, that’s life and I can live with it my issue was that if that was not the reason then what was, is there something on my records that suggests something else as given I have made no claims, had no accidents and no driving conviction then clearly there is an error on their records.
Anyway from what has been said then I am obviously never going know that so I will move on.

There have been a number of posts recently about DL declining to renew (and one or two others stopping writing business full stop) so they have probably had a notable change in the pricing algorithm in response. They announced a 125.6% combined ratio for the first half of 2023, ie for every £100 of premium less tax they are paying out £125.60 for claims, marketing etc which was significantly worse than the underwriting loss in the equivalent report in 2022. Probably sharpens the mind and makes you more risk adverse.