Direct Commercial Avis 4

One of DCL's clients caused major damage to our property when his van left the road. We have the whole incident on CCTV as clear evidence and the driver admitted reponsibility. Several months have now passed and they simply do not reply to emails or answer calls. Our insurer has also been chasing but has had the same issues. Very unprofessional and we are now having to use the FOS to try and progress the matter.

By far and away the worst insurance I have ever had the misfortune to have dealings with. Was hit by one of their policy holders with independent very very credible witnesses and they just don’t reply to my legal team, go over the time given by law to respond, deny they have received witness statements, see you in court

My experience with DCL has been appalling and I've had to file a complaint with the Financial Ombudsman due to their incompetence and shady business practices.

I urge anyone considering a policy with them to look elsewhere, this company is shady and needs closing down!

One of their policy holders hit my parked car, I tried to file a no fault claim direct and they actually tried to say I couldn't! DCL's conduct has been nothing short of dishonest and predatory.

They deliberately undervalued my vehicle, offering a figure significantly lower than its established market price and a previous insurer’s valuation. When challenged, they cited a 10% depreciation for its prior Cat N status, but their internal figures actually showed a 26.1% depreciation. This is outright lying and contradictory valuation and a clear attempt to maximise their profits by minimising my payout.

Being difficult like they have been, they also decided to write off my car as a CAT S, even though it's impossible for it to be structurally damaged due to how minimal the dents are and they refused a physical inspection when I requested one.

I even took it to a local body repair shop who assessed the damage as only requiring pinning (Cosmetic). They refused repeated requests for a physical inspection, proving their initial decision was pre-judged based on photos alone. This unnecessary Cat S classification reduces the car’s value further, even if I keep it.

Their customer service is a joke. Their dedicated claims line never connected, leading to weeks of frustrating calls and ignored emails. It took threatening a formal escalation before they would even engage.

They used high pressure tactics, even promising an independent inspection only to retract the offer to force me into accepting their low, internal valuation.

DCL operates with zero transparency and even less customer care. If this is how they treat an easy, no fault claim, imagine how they would handle a complex one. Do not put your trust or your money in this company. RUN.

Awful don’t use, £24000 per year for a fleet policy and no courtesy vehicle when yours is off the road. Complete nightmare to deal with avoid these and find someone better