Disappointed with Dial Direct

Where do I begin.....I received a call from Dial Direct that my claim had been rejected. I’m very disappointed with Dial Direct and have voiced my opinion with dispute. They have now come back to me and agreed with the rejection .

My complaint starts with the telesales not doing their job properly. My fiancé had called Auto and General and received a high premium. I said I’ll call Dial Direct and see what they will charge. Dial Direct was cheaper and we went with them. I called Dial Direct to add him as an additional driver and was told that they didn’t need any information and that there will just be an additional excess if anything happens. At that point, they should’ve confirmed and explained properly what an additional driver is compared to a regular driver.

On the 9th June, he was hit from the back from a drunk driver. The car was written off. Backwards and forwards with questions to the point where I said to my fiancé that I feel like we were investigated and the drunk driver walks away free. On the 27th June, I got a call asking why I did not have him as the regular driver. The guy explained what it means and I said I understand but it was NEVER explained like that to me to start off with. If the telesales said that from the beginning, then I would’ve been aware and put him as the regular driver. Suddenly people close to me are calling their insurance to find out how secure they are. My moms insurance has said that they don’t blame me if I take my car and Building and house content insurance away from Dial Direct which I am definitely considering. I was told that my fiancé’s intention from Auto and General to Dial Direct was to get cheaper insurance. Yes, people phone around to get the cheapest insurance and I knew that Dial Direct would be cheaper than Auto and General. The recording between him and Auto and General and myself and Dial Direct are completely different. I did not know what was discussed between them and they cannot take that recording and accuse me of knowing what was discussed unless they heard me in the background.

The cherry on the top was when I received a call later today from Dial Direct asking where they should deliver my Ford Ecosport. I said, sorry. Your Ford Ecosport ma’am. I said my Ford Ecosport that I am currently driving? Yes ma’am. I said you mean my I20? Oh sorry ma’am, yes. I just laughed because it just shows the incompetence of the consultants. So maybe go back to the recording and train the staff to correctly discuss the right information and not blame the customer when they are not doing their job properly. I even mailed the manager ********** on the 28th June and to this day, have not received a response. Mailed today, 6 July to get an out of office which i did not receive on the 28th June.

I have now gone to the Ombudsman and will be taking this further.