Direct Line!

mattymoo

Massa121 - sorry if you took offence at my question but we are trying to get a picture as to why DL are taking so long and insisting on waiting on the police report. I think I've been consistent in posts 2, 6 and 7 so thanks for clarifying.

As I mentioned in post 2, these things should not take longer than 6 weeks and it sounds like DL's stonewalling tactics point to the fact they are suspicious of your claim. Normal, the police action would be a separate issue. I.e. DL would pay you for the car, wait for police to prosecute thief and then try and recover money from them, although most thieves simply stick 2 fingers up to that process.

Something is definately not right here and the first thing you might know about it is when DL refuse to pay the claim and simply say "sue us if you are not happy with this" - in the confident belief that you won't, if you have committed a criminal act such as fraud.

Is there anything you can think of, such as a question you were asked and wondered why they needed to know that? We might be able to see what DL are playing at and explain what you need to clarify with them in order to get the claim paid.

Start by telling us about the car, what was it, age, any modifications made and whether or not you did an HPI check on it if second hand.
Next tell us about any face to face or lengthy phone interviews you've had with DL or their agents? Did any questions get repeated several times, perhaps phrased slightly differently each time? *

Insurers do this to try and expose inconsistencies.

dunstonh

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.

Just because you are venting at them doesnt mean they are treating it is a formal complaint. Unless you state that you wish to make a complaint it will not be classed as one. Their customer relations team handle the complaints and you are issued with letters explaining the complaints process as well as the point at which you can go to the FOS. If you havent had any of that, then it is not a complaint.

massa121

dunstonh wrote: »

Just because you are venting at them doesnt mean they are treating it is a formal complaint. Unless you state that you wish to make a complaint it will not be classed as one. Their customer relations team handle the complaints and you are issued with letters explaining the complaints process as well as the point at which you can go to the FOS. If you havent had any of that, then it is not a complaint.

My friend as stated earlier I followed the procedure given to me by Direct Line that is how I knew I had to write to Director of Incident Services. Also my letters clearly headlined "COMPLAINT LETTER" in bold.

Thanks guys for trying to help but I guess you seem to be in same boat as me trying to find out why DL is delaying. What I really want to know is can a company take as long as they want to do their investigation and leave customer without car? Surely, we pay insurance to help us get on the road as soon as possible when need arises. All I want is my car back on the road. They can surely carry on doing their investigation and take legal steps if they think they should not have repaired my car.

raskazz

They can take as long as is reasonable.

Loss of use is something that is explicitly not covered by the policy, apart from the usual courtesy car provision once repairs are approved.

If you ran a business, would you pay someone's claim which you had reason to suspect was not necessarily genuine and then leave yourself open to not seeing the money again without taking (expensive and possibly fruitless) legal action? Probably not, I suspect.

Your complaint will be examined and - if it goes to the FOS - the reasonableness of the insurer will be assessed. Their actions are not necessarily unreasonable just because of the existence a delay. If they can justify the delay then they have not failed in this regard.

Again, if you can 'fill in the gaps' of the claims circumstances I'm sure someone will identify the reason for the delay.

fatboy88

Fom my sisters experience they seem to delay in doing things rather than the actual process. they kept saying they had written to the police but the officer was adamant no correspondences were received.
It took to threatening to taking one of their directors to court before a complaints manager was assigned and moved the process on. they have admitted full liability due to their incompentence and is paying for the claim themselves. We are now arguing about the courtesy car lol

Not sure it'll work for everyone depends on the circumstances

dunstonh

massa121 wrote: »

My friend as stated earlier I followed the procedure given to me by Direct Line that is how I knew I had to write to Director of Incident Services. Also my letters clearly headlined "COMPLAINT LETTER" in bold.

And did you get your letter explaining the complaints process as well as the letter sent to you after 8 weeks that if if the complaint is not resolved that you can then go to the FOS. Or if Direct Line have rejected the complaint you then have your deadlock letter telling you that you can go to the FOS.

The FOS dont appear to believe you have.

massa121

@ dunstonh

Yes! I did get the letter and process explained as stated above that's how I knew who to write to address my problem. I just didn't get any response. However, I have spoken to FOS and explained and they have asked me to resend all papers to them.

@ fatboy88

That is part of experience I can relate to. When I rang them several times to find out progress of case I was told letter already sent to me, being sent, sent for typing in another department and then later being told in fact letter not done! How did you threaten to take director to court I am thinking I should probably do that.

@ raskazz

I wonder if you think 6 month's wait is reasonable whatever the circumstance of claim. This is what I really want someone to tell me. If it is so then I will wait but what is reasonable. I take it you are of opinion that my case is not genuine from your reply.

raskazz

massa121 wrote: »

@ raskazz

I wonder if you think 6 month's wait is reasonable whatever the circumstance of claim. This is what I really want someone to tell me. If it is so then I will wait but what is reasonable. I take it you are of opinion that my case is not genuine from your reply.

What I am saying is that 6 months is not necessarily unreasonable. It may be reasonable depending on the circumstances of the claim and the evidence they have accumulated, and the co-operation of the police and the policyholder - on the other hand it may not be. It is impossible to verify which as we are only getting one side of the story, and even only sketchy details at that.

My mind is entirely open on the question of whether your claim is genuine. I wouldn't make any judgement on that without seeing more extensive information than has been provided in the thread thus far.

mattymoo

Like Raskazz, my mind is entirely open as well but I am wondering why the information we've asked for is not being given.

Insurers do not delay total loss claims for 6 months. If you give us the full details requested earlier we might be able to tell you why DL are behaving this way.

fatboy88

@ Massa 121

Basically we had checked they hadnt done anything and its was going to cost my sister money as due to the delay so we just found out the directors name and told the woman on the call centre we would give them 7 days to decide what is happening with the claim or we would start legal proceedings against the person( its probably to much hassle to actually do it but it gets them moving). She got a phone call the next day from some manager who would look into it and call back. We still told her the 7days is still active. They rang back 2 days later to confirm claim has been authorised and they would pay it.
i think you just need to get the claim esculated to one of the complaint managers. My sisters was case was to do with an uninsured driver