By the time you contacted me, you had spent hours on the phone over several days being passed between Direct Line departments (often getting cut off and having to start from scratch). I felt this wasn’t fair, and neither did you, so I asked Direct Line to investigate. After several weeks of cajoling by both you and me and on combing through your complaint, Direct Line eventually agreed that the information in the document was ‘confusing’ and that you had received poor service. In fact, you told me you have already taken out a more expensive version of your foreign usage cover (still with Direct Line) for future trips to France. Direct Line’s customer service says it will provide feedback to its motor cover business to help it improve its confusing cover document.

Source: Daily Mail February 14, 2024 12:14 UTC