Direct Line!

massa121

I have been waiting for a claim to be processed for nearly 6 months! The car was stolen recovered (damaged) the very next day. I have provided all details to them including statement and police reference back in the summer and so far only one letter asking me to explain how car was taken. At the time of theft I was not even in the country - on holiday in Canada. I replied to their letter back in October and have heard nothing.Numerous phone calls after long waits getting through result in answer we are investigating. Is it normal to take it so long? Will I be able to get any compensation for delay?:mad:

mattymoo

That is taking far too long. The maximum used to be 6 weeks and that was when the car was never found. Insurers would wait 6 weeks to see if it turned up.

Have you provided everything they asked for?
Have they asked one of their approved repairers to quote for the repairs assuming it is repairable?
Cannot see the holiday aspect making a difference unless they suspect you were reckless with the keys to the vehicle, for instance, you left them in the care of the person who stole the car.
Is there something in the circumstances of the theft that you are not telling us? Not trying to accuse, just trying to figure out why it could be taking this long.

massa121

Many thanks for the reply. Yes, I have provided everything they have asked for. They have the car at their approved garage since summer and got a quote to repair but Direct Line said once on phone that it would not be economically viable to repair and it would be write off. I asked for this to be confirmed in writing and they have not responded. I also asked for my vehicle documents to be returned and again it has been ignored. I wrote a letter of complaint to manager in Nov and got no response. Then in December wrote to Head of Incident Services and to-date heard nothing. I have now written to Financial Ombudsman Services.

soolin

I had a claim with Direct Line just over 2 years ago. Whilst they did drag their feet a little and had to be hassled a bit for information I was always able to get through to my claim manager (I think that's what she called herself) and it was all dealt with within about 8 weeks.

That was a right off as well where I was the inoccent party. It sounds odd that they are taking this long and I would also query if there is something else happening here? I would be interested to hear back from the OP once the Ombudsman gets involved.

massa121

I can't believe it! The Ombudsman have said that before they can consider a complaint the business concerned must have been given a chance to put things right.They have contacted Direct Line to let them know that I have a complaint and they should contact me for details of the complaint. Direct Line responded with apology for lack of response and length of time taken to settle the claim.They are still stating they are awaiting police report.

What makes me :mad: is that my complaint is handled or dealt with by the same person who I have problem with. The person who has been saying for 6 months that he is awaiting police report. Ombudsman clearly didn't read my letters as I believe I have given Direct Line enough time.

Can someone please advice if I can take Direct Line to small claims court or can I take any legal action for such a long delay to settle claim.

mattymoo

Police reports are never issued until after the completion of any prosecutions arising out of an incident. Since this was a theft, does this mean they caught the thief?

The fact they are waiting for a police report suggests they are suspicious of some part of the claim. Normal practice in that case would be to appoint an investigator to interview you and take a statement. They should then make the decision to pay out based on that report.

Have you ever asked why they need to see the police report?

mattymoo

Just had a thought about this while in the shower. You'll have to forgive me for asking this but is it possible the police / insurers believe you are implicated in the theft somehow? For instance, did you arrange to have the car stolen while you were on holiday or was it stolen by a friend or relation? This is one of the main reasons insurers would delay a payment this long hence the question.

dunstonh

I can't believe it! The Ombudsman have said that before they can consider a complaint the business concerned must have been given a chance to put things right.

Why cant you believe it? That is the publicised complaints process for the last 20 years.

What makes me :mad: is that my complaint is handled or dealt with by the same person who I have problem with.

That would be very unusual as complaints are usually dealt with by a team that only handles complaints.

Ombudsman clearly didn't read my letters as I believe I have given Direct Line enough time.

No you havent. You may have been waiting for the claim to be settled but you havent instigated a formal complaint and therefore cannot go to the FOS.

You cannot use the FOS to try and get your complaint handled any differently or quicker. You have to follow the correct process. As most complaints dont require the FOS to intervene it would be daft for them to get involved at the start. It would also be unfair on people like me and all the others in financial services who pay for the FOS.

A delay this long suggests one of two things. Either they have made an error or they believe you are implicated.

raskazz

Hmm. Was a member of family or a house/flatmate in your home when the car got stolen?

I'm thinking along the same lines as mattymoo - the insurer might be waiting for the police report as they suspect that the car may have actually been taken without consent by a family member or a housemate, which is usually excluded.

massa121

@dunstonh

[HTML]Why cant you believe it? That is the publicised complaints process for the last 20 years.[HTML]

The reason I can't believe it is because I have followed the complaints procedure fully as directed by company. I first wrote a letter to the manager of case handlers dept and got no reply. This was sent to them by fax as at the time there was postal strikes and I was given fax number to sent to which was transmitted ok & got receipt. Then as directed I wrote to head of incidents service at the address given in early December sent letter by recorded delivery and did not get any response. So this is why I could not believe it because I thought I had given enough time to Direct Line before approaching Ombudsman. This I hope also answers your assumption that not enough time have been given. I am not trying to get my claim dealt with "quicker or differently" as you are suggesting. I am merely trying to get some sort of a closure. They either accept my claim or refuse so that if later I can pursue legal avenues. They have kept me in kinda limbo for over 6 months!Also I confirm my complaint has been replied by person who told me once on phone and I quote "do you think yours is the only claim we have here to deal with!" when I was questioning long delay.He is also my claims validation consultant.

@ mattymoo

I can not say if they are suspicious or think I am implicated somehow because they have not told me. The suggestion of having arrange to have my car stolen is insulting to be honest. Why would I want to do that? The car is beautiful and I would not gain anything by getting it stolen & recovered. The only damage to car is that I am told by Direct Line garage is a broken suspension/spring axle and air bags gone off as car had hit hard on the kerb in the corner. All I want is my car repaired but they said it would not be economically viable. They have taken full statement from me since summer but have not made the decision. All I can say and have confirmed in writing to DL is that at no time did I give consent, keys and whatever you guys are suggesting as foul play and just to confirm whilst on holiday with my girlfriend no one was at home as far as I know. My girlfriend lives alone and car was parked at her driveway.

Please whilst I appreciate you are all trying to get picture why DL would delay my claim I will ask not to judge me of wrong doing. I want help/suggestions to end this limbo state I am in.There is no indication of time when my claim will be dealt by which is depressing me. There is a luxury car which I had used less than a year lying in the garage for over 6 month's now!

raskazz

Firstly, I'm sure I speak for everyone else on this thread when I say that no-one is accusing you of anything. You asked for advice and have been given sensible advice by people who know what they are talking about. Everything points to Direct Line - for whatever reason, and I'm sure it will be a good reason - having suspicions as to the validity of the claim. Of course they would not inform you of why they are treating it with suspicion as that could potentially seriously compromise their investigations. There would be absolutely no reason for this sort of delay unless they thought something was amiss.

Just to mention something that stood out as a bit odd in that last post - you say you left the car parked on your girlfriend's driveway - why not at your own address? And no-one was at her home 'as far as you know' - how sure are you? What about your home? Did you take all the car keys with you on holiday or leave them? Did your girlfriend have anyone coming in to clear post, feed pets etc?

If it's a 'luxury car' it would probably be hard to move without keys unless someone lifted it and removed it, which clearly isn't the case as it had been driven and was found crashed the next day. And Direct Line apparently did not mention any damage to the ignition or locks/glass etc. Luxury cars aren't generally stolen just for a joyride either.