I hope no one ever has to claim via Direct Line as they have been extremely poor in their level of service. I will start with the good parts first. Sadly I was involved in a car accident in May 2024 whereby the other party was in the right hand lane of a multi lane road and I went from my parked position moving partially into the left lane. Before I had fully moved out, the other vehicle cut across my path from the right lane with no indicators on forcing me to slam my brakes on and resulted in a crash and extensive damage to the right front hand side of my bumper. I called Direct Line and reported everything within 30 minutes - this part went fine. The courtesy car company Auxillis were fantastic too as they arranged a courtesy car within 24hrs. That is where the good part ends. The claim itself has been a nightmare to deal with from start to finish. The other party claimed I pulled out and hit their car. They didn't recall (conveniently) any parts of lane switching and causing the situation that occurred. The other party alleged to have CCTV footage which never materialised and Direct Line unbelievably were willing to settle WITHOUT any effort from their part to ask any shops for CCTV footage (which would have taken them 20 minutes of calls to do so). I took it upon MYSELF to (despite being injured post whiplash) go (in person) to every shop on both sides of the road to obtain some footage. I finally found some. I will get to the rest later. Anyway in the interim my vehicle got taken in for repair and the first time it got taken in by their chosen company DLG repairs they managed to lose one of the arms that holds up my boot flap (which obviously they denied touching) and also fitted my car with a replica bumper which started falling off within a week. To rub salt in the wound they then had the cheek to as me to drop by in person with my car to get it repaired even though it was their error (bearing in mind I was still recovering from whiplash!). In the end after making me wait close to a month they came and carried out the repair. But the second time it came back all the lights had stopped working. I couldn't BELIEVE it. I had the vehicle fully serviced prior so I know everything was in full working order prior to them taking it in. They again asked if I could take it to them. I was stunned. I had to pay a local garage to fix in the end. DLG and Direct Line reimbursed me a small fee for their atrocious handling of the whole situation. Anyway... here is the icing on the cake. After over 3 months of going back and forth with the third party company taking over one month to reply at a time, Direct Line FINALLY review the footage and their handlers decide I am 100% AT FAULT even though I supplied them with the footage to prove my innocence. I am in utter disbelief. I really hope none of you have to go through what I have been through. I had been a customer of theirs for many years and really disappointed with the way they have dealt with everything. A reputable company name should reflect excellent service all around. Sadly they fell short in sooo many areas and I hope they read this and re-train all their staff and car claims service as a whole, as it has been beyond a joke.