Ms Mason

Feb 27, 2025

Truly APPALLING 'service'!!!!!

UPDATE: I didn't think it was possible for DLG's 'service' to get any worse - how wrong was I ?!!! Since leaving my original review (and receiving a generic platitude in response) everything has plummeted downhill. Despite their protestations, they simply don't care about their customers - oh wait, they're not actually their customers, we are the poor unsuspecting victims who are customers of insurance companies. Whilst none of us want to have to buy insurance, sadly, doing so is a necessity - and when we need to make a claim, it's because we need help, no more stress! I would STRONGLY SUGGEST BEFORE TAKING OUT INSURANCE, CHECK WHO THE COMPANY USES for legal assistance (in my case it was Direct Line) and if it's DLG - CHOOSE ANOTHER COMPANY. The pain isn't worth saving a few quid for! DLG have been 'dealing' with my personal injury claim since July 2020. It's currently the end of February 2025 and it still hasn't been resolved! The first case handler they appointed couldn't spell and knew nothing about correct grammar. The second disappeared without explanation and I found myself with a third. All three have something in common: They fail to respond to emails in a timely manner. They repeatedly send letters with typos in them. They fail to read correspondence properly and their responses are therefore inaccurate. They repeatedly ask questions I've already supplied the answers to. The whole experience has been terminally frustrating and very stressful. I actually don't believe they are acting in my best interests but their bill to the court is going to be approximately double my eventual payout! DLG is the legal arm of Direct Line Group and as a result of this appalling experience, I have taken my business away from Direct Line, after being a loyal customer for some 30 years. I made a formal complaint and got a paltry offer of compensation - I suppose what one might expect when a company investigates itself - so I will be taking my case to the Ombudsman.