A reader, acting as the executor for her late uncle’s estate, was shocked and upset when Direct Line contacted her regarding an overdue final payment of £148 for her uncle’s canceled car insurance. The issue arose because her uncle, who had passed away in May 2024, did not own a car at the time of his death, yet the insurance company continued to seek payment for a car he no longer had, even though the policy was auto-renewed in September 2023.
The reader reached out to the insurer, asserting that they were owed money, not the other way around. She pointed out that her uncle had sold the car months before passing and questioned why the company didn’t recognize this. Additionally, she noted that his bank account had been closed, which should have prompted the company to investigate further.
After reaching out to Direct Line, they promptly refunded £700 for the previous policy and awarded the family £200 in compensation for the inconvenience caused by the oversight. The insurer acknowledged its mistake, stating that it had failed to properly follow the procedure for canceling the policy and offered apologies.
The reader expressed her frustration, not just with the financial aspect, but with the lack of support for the bereaved. She pointed out how overwhelming it had been to handle various bureaucratic processes after the deaths of both her father and uncle.
Direct Line confirmed that it had a dedicated bereavement team to support customers and assured that the policy had now been properly canceled and the charges waived.
This situation highlights the importance of better procedures and support from companies when dealing with the bereaved, ensuring they are not burdened with additional stress during an already difficult time.
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