Put simply its a mix of two things –
1. Struggling to cope with number of calls
2. Staff mixing up how it might work between Motability Cars and a private customer
We have been a victim of this and so far its taken four days to get a temp replacement car of any kind and we still have not got anything resolved.
It sounds like they have pulled staff in to triage calls, but this does mean that any new claims will not be dealt with for a period of time.
All I would ask is that if anyone gets through to Direct Line Motability please treat the call handler with respect as frustrating as the situation might be