Watchdog: Insurance hit for crime victim

We’d all like to think our insurer will be supportive if we have a crash. The last thing you need after going through a traumatic experience is more problems from the people you pay for peace of mind.

But when David Lloyd was involved in a collision as he tried to escape a gang of youths that was attacking him, he found Direct Line anything but supportive.

David, of Ashton-in-Makerfield, Gtr Manchester, was driving home when he had to swerve to avoid a teenage girl who’d stumbled into the road. When the car came to a stop, he wound down the window to remonstrate – but before he could say anything she began attacking his car. She was quickly joined by two male friends who also began punching David through his open car window.

Scared for his life, David tried to drive away, and hit another car in the process. He was assaulted again, suffering serious injuries, before the ordeal was over. “The awful memories will haunt me for a very long time,” said David.

Unfortunately, another ordeal began when he turned to Direct Line. The insurer told him it would have to process the incident as two separate claims – one for the crash and one for the vandalism to his 2007 Mercedes M-Class.

He was informed that making two claims within a 12-month period meant he would lose his 20-year no claims discount. David worked out it would be cheaper to foot the £500 bill to repair the vandalism damage himself rather than lose his discount. But his trouble didn’t end there – he was classed as the at-fault driver in the collision. That meant the renewal quote for his wife’s Direct Line policy – on which David is a named driver – rose from £36.78 to £51.79 a month as the company now classed him as a high-risk driver.

“I am utterly disgusted in how Direct Line has dealt with my claim,” said David. A Direct Line spokeswoman told us the case has been referred to the Financial Ombudsman Service and that the company will abide by any decision it makes.

The problem
David was attacked in his car, leading to a crash. Direct Line’s standing on his claim seriously affected his policy and left David feeling like the guilty party.

Insurer’s response
As the case had gone to the Financial Ombudsman, Direct Line was unable to comment on David’s experience. It will abide by the Ombudsman’s decision.

Legal advice
David turned to independent arbitrator the Financial Ombudsman for advice. This is a free Government service and its decision is binding. Visit www.financial-ombudsman.org.uk for more information.

Our verdict
How anyone with a faultless 20-year driving record can suddenly be classed “high risk” after an extraordinary claim like this is beyond us. Customer service can soon be forgotten when the computer says ‘no’.
 

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