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Home >> Car Insurance Reviews >> Direct Line Motor Insurance

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Review of Direct Line Motor Insurance

Submitted by Smarkham
Review Added: 10/5/2005 - Visitor Rating: 3.83 3.83 (6 votes)

Review Categories:
Car Insurance

Customer Review Comments:
I used Direct Line to insure my Fiat Punto which was damaged by another driver reversing into the drivers door. I called the Direct Line claim line within 30 minutes of the accident who were very good and took me through the whole process. I received all the documentation quickly and Direct Line handled all the liason with the other drivers insurer.

The problems started when Direct Line collected my car and took it to their own repair centre. When the car was returned the repairs were not up to the standard I expected and the car was collected again. All I expected was that the car had the same finish and look as before the damage was done. Yet again the car was returned with substandard work which the repair centre manager was not keen to accept and made me feel like a nuisance. Finally a senior manager at Direct Line agreed for the car to be repaired by my local Fiat dealer who completed the work to my satisfaction.

In all, the insurance company itself were great. The problems were created by the Direct Line repair centre and their staff. I suggest that they are put through a proper customer service training course.

Good Points: Good claims management and service.
Bad Points: Poor repair standards, poor customer service from repair centre staff.
Customer Service Rating: 2/5
Value for Money Rating: 2/5
Overall Rating: 2/5
Made a Claim? Yes
Recommended? No

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All comments in this review are the opinion of Smarkham and do not represent a positive or negative judgement by UK Insurance Index of the car insurance company or policy reviewed. Whilst all comments are checked for compliance with our submission rules and guidelines we are unable to confirm any of the customer experiences documented. Please bear in mind that any negative reviews may be outnumbered by many more satisfied customers.
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