Complaint Policy number 5013001812 History I was with a broker and found the experience unsatisfactory. I had seen Direct Line’s (DL) advertising. Took out a policy for my little car that only cost £600 , I do less than 8,000 road mileage a year. Vehicle is kept secure. A policy with DL for my little car cost considerably more than my previous younger, more powerful car. I believed that maybe you get what you pay for, I was wrong First mistake, you didn’t take a monthly payment. I called. Then you cancelled my policy because I hadn’t paid even though I had paid. I complained. Result, the unplanned bank holiday upset your payment system and the error was yours, you credited me £30 and apologised I call to make enquiries about changing my policy, adding another vehicle, 25 mins and call not answered, I give up Complaint The next mistake was considerably greater My policy ended on the 15/16 June I called you on 21 June to ask why you hadn’t taken a payment, you told me my policy had ended You had not notified me of this via email or post or call I complained and I was advised by the call handler that if I was charged for driving uninsured this would be passed to you. I explained this was reassuring but I would like the same statement sent via post or email - to date nothing received I’m then passed to the sales department to reinstate the policy. 20mins left on hold, I ended the call I try to do a quote online, I’m locked out of the expired policy and account and the system will not give me a quote I call your sales department, takes over 20mins to get the call answered The sales department is unable to give me a quote, insure my car, anything, they can’t do anything other than apologise You charge me over £100 for car insurance I get a quote from Carol Nash, with breakdown cover the 11 monthly payments are under £40 (1st is £67) The service is appalling and I would recommend any potential customers avoid Direct Line !