Direct Line Travel Insurance

Tried to claim under the travel insurance policy where a domestic flight in Australia was cancelled and we were rebooked for an arrival 30 hours later. The policy wording states:

"✔ Delayed departure

We will pay up to £200 for each insured person for additional accommodation, travel and refreshment costs if you have checked in and your pre-booked aircraft, ship or train is delayed by more than 12 hours beyond the time shown on your travel itinerary.

We will also pay up to £500 for each insured person for any unused accommodation and travel expenses (including any excursions up to £150) if you are late arriving at your destination as a result of a delay of more than 12 hours beyond the time shown on your travel itinerary"

They have weaselled out of the claim on the grounds that the original flight number was cancelled and we were rebooked on different flight numbers. This simply isn't reflected in the policy wording or the exclusions. The aircraft we were booked on was delayed (as it went tech.) so I cannot see how their stance is reflected in the policy wording.

The operative also explained that they could not list every scenario in what is covered and what is not covered in the policy wording - and this simply wasn't covered!! OK then.

Avoid at all costs. There are no consumer protections for flights in Australia so we have been left seriously out of pocket for rebooking ourselves for a scenario that the policy wording plainly covers.

Absolute nightmare dealing with a very simple travel cancellation claim. For a flight cancelled due to Covid in May 2020 we have finally received a settlement from Direct line in January 2021 of about half of our claimed amount. The original bookings were made long before Covod had even been heard of.

Policy excesses aside, they have given no explanation of how they reached they amount of their 'full and final' settlement. Just a cheque in the mail. I've had to make dozens of phone calls and sent even more messages with Direct line trying to wriggle out of the claim at any and every opportunity. Fortunately I keep very good records but I imagine most people would just give up.

They asked for copies of email correspondence with the owners of the holiday apartment we had booked, copies of bank statements, copies credit card statements, copies of paypal statements, declarations form the airline (you try getting an airline to declare anything!!) , declarations from the apartment owners. They questioned exchange rates between Euro and GBP payments. They even wanted to see my marriage certificate!

This has been the single most frustrating insurance company I have ever had the misfortune to have had to deal with. If I added up all the hours I have wasted dealing with Direct line trying to get them to even deal with our claim, it has actually cost me a lot of money. Even at basic minimum wage rates it wasn't worth submitting our £800 claim for the aggravation Direct line cause.

We will certainly not been renewing our building, contents or travel insurance with Direct Line and the quote we have recent requested for insurance on a second property we are buying is going straight into the bin.

This company appears to have a clear strategy to delay and frustrate any claim. Our claim was really quite simple so heaven help anyone who had a complicated large value claim. They couldn't have made the claims process more drawn out and frustrating if they had tried. My recommendation is avoid this company and spend your money wisely; elsewhere.

When things went wrong with flight I phoned and they gave me advice on rebooking flight. I booked new flights. On my return when claim made they did everything to avoid paying out. Said I was not insured as soon as I entered the airport? In the end as I was escalating my complaint they gave me an ex gratia payment to cover my claim, even though they said my claim was not covered. Other travellers with us got their replacement flights refunded from other insurance providers straight away with no hassle. I would not purchase this insurance again. Although I have an annual insurance I shall be buying a second policy for my trip as I have no faith in direct line. House insurance will not be renewed when the policy runs out.

All sounded easy when I phoned in a claim

Then the email arrived and asked for lots of extra things I had to upload

No way of emailing them and webchat unmanned

Said they would settle my claim but half hour later emailed me asking for more information

Communication is poor and delayed with information given changing. Also constantly having to go through all the basics as you never deal with the same person. Their upload system for documents needs work as they do not see the upload dates which has led to enormous confusion. I have abandoned the claim and just swallowed the cost. I will never use them again. Sad as there house insurance has always been amazing.

I have just read the reviews of others and therefore felt compelled to offer my recent experience with Direct Line Travel Insurance.

On a recent holiday in the canaries I had a fall and broke my vertebrae. As a result I was hospitalised for a week. I had fantastic treatment and care throughout. My wife was kept updated throughout and all of her questions and quieres were answered. Initially, the hospital said I would need to remain with them for 3 months. Direct Line reassured us and said that I would be repatriated to the UK as soon as they were able to make the arrangements.

They looked at a number of options and decided that in my case they would arrange an air ambulance.

My accident happened on the last day of our holiday and so my wife decided that she needed to return home with our son. She discussed this with Direct Line and they agreed to pay for her to return to the canaries to be with me and she flew with me in the air ambulance on the return flight to the UK. They paid for her accommodation, her meals and other expenses.

At the airport in the UK we were met by a private ambulance crew who transported us to the spinal injuries unit and into the care of the NHS.

Personally, our experience has been very positive and I would recommend Direct Line.

I rang, sounding irritated I am sure, to say that my insurance docs hadn't been sent to me although my account had been debited. It transpired that I had, in error, booked with a company with a very similar name. The DL woman at the end of the phone was extremely helpful and patient. Most impressed!

I bought direct line discoverer insurance. Then I became sick in New Zealand, and had to claim and get insurance cover, due to my illness I had return to the UK, Once back in the UK, I recovered and wanted to travel again. So I rang directline and clearly stated I was back in UK and my plans of which I wanted to travel. This included Europe, Philippines and Morocco. I also clearly stated I would travel to the UK I between these trips on the phone. The guy on the phone checked with senior staff and said this would be fine and so I paid the alteration fees and extended my cover.

In France I became injured and needed to claim, I rang up directline who in turn told me my insurance is void for returning to the UK, they checked my previous conversation with the sails team via the recorded phone call system, and come back saying yes we miss sold you the insurance but no it's still void and your no longer covered and shall get no refund. They will cover my claim but will still void my insurance.

I think if you miss sell a product which should cover your until a certain date, they should have to maintain that agreement, I as a customer provided the right information and clearly stated my intensions which they agreed to cover my and take my money. Very frustrating.

There solution was to ring me to apologise but then no refund or offer of a solution, I think companies like this are a joke.

Bottom line do not use these guys. My friends have been insured with there competitors and have had no issues.

Got my house and contents insured with Direct Line. It also included travel insurance at no extra cost.

Unfortunately I was diagnosed with lung cancer in October and surgery in December.

I had a cruise booked at the end of December for myself and my wife. I claimed on the Direct Line "free" travel insurance. To my amazement, I have just received a cheque from Direct Line for the whole amount of my claim ( less excess ).

I am well pleased with the result. Thanks Direct Line.

This company is both unscrupulous and inhumane in their approach to the client.