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Turns out totally innocent in the end. It relates to a windscreen repair excess of £50. I never knew repair had excess, thought it was only replacement. I’d never had anything from Autoglass requesting money but they’d contacted Direct Line to reclaim. They then sent badly worded text with no details. Just a bit of communication from all would have avoided all this. In all of this I did see about Aviva (I think) taking over from December.
I also, never realized that there was an excess charge on a windscreen repair, it used to be only if the windscreen needed to be replaced. The idea, was that if you got it repaired (free of charge) it saved the cost of a new windscreen.
I had an email from Churchill insurance this morning, we use them for our privately owned car, it says Aviva have bought out Direct Line and as Churchill are owned by Direct Line it means Aviva has also acquired Churchill. The email goes on to say nothing will change but any communication after the take over in December will be from Aviva.
Daughters motability car Hyundai Tucson Ultimate self charging hybrid Serenity White Moss Grey interior.
My car SEAT Ibiza SE Tec 1.2 petrol TSI 2017.Turns out totally innocent in the end. It relates to a windscreen repair excess of £50. I never knew repair had excess, thought it was only replacement. I’d never had anything from Autoglass requesting money but they’d contacted Direct Line to reclaim. They then sent badly worded text with no details. Just a bit of communication from all would have avoided all this. In all of this I did see about Aviva (I think) taking over from December.
I also, never realized that there was an excess charge on a windscreen repair, it used to be only if the windscreen needed to be replaced. The idea, was that if you got it repaired (free of charge) it saved the cost of a new windscreen.
I had an email from Churchill insurance this morning, we use them for our privately owned car, it says Aviva have bought out Direct Line and as Churchill are owned by Direct Line it means Aviva has also acquired Churchill. The email goes on to say nothing will change but any communication after the take over in December will be from Aviva.
I got the same for my Churchill house insurance.
I wonder just how much real competition there really is, when you go on Insurance price comparison sites.
Aviva completed its acquisition of Direct Line, with the takeover becoming effective on July 1, 2025 or so I thought!
Aviva completed its acquisition of Direct Line, with the takeover becoming effective on July 1, 2025 or so I thought!
Yes the email said it was July 1st 2025, but it said the brand names will change from December 2026 with the names direct line and Churchill being dropped. We’ll probably hear something from motability soon.
Edit
From rereading the email it’s not clear if the brand names will be dropped, it could be just a change of underwriters.
Daughters motability car Hyundai Tucson Ultimate self charging hybrid Serenity White Moss Grey interior.
My car SEAT Ibiza SE Tec 1.2 petrol TSI 2017.I’ve copied and pasted some of the wording from the email below.
We are getting in touch to let you know about a change to the company that underwrites your Churchill insurance policy and to assure you that there will be no difference in the quality of service you currently receive from us.
On 1 July 2025, Aviva plc purchased Direct Line Group and all its brands, including Churchill. As a result, there will be some changes to the way the business operates.
Your Churchill policy is currently underwritten by U K Insurance Limited (UKIL). A transfer of Direct Line Group’s UKIL business to Aviva Insurance Limited (AIL) is proposed to take place in December 2026. This transfer will follow a strict legal process known as a Part VII Transfer in the UK, and a connected insurance business transfer scheme in Jersey (the Jersey Transfer). These processes are designed to protect you.
If your Churchill policy listed below is in force at the time of the transfer, it will be underwritten by AIL from that point onwards.
Daughters motability car Hyundai Tucson Ultimate self charging hybrid Serenity White Moss Grey interior.
My car SEAT Ibiza SE Tec 1.2 petrol TSI 2017.Keep us updated
Firstly, my complaint has been upheld and getting the £50 excess payment I shouldn’t have paid plus £100 “compensation” from DLM for what happened, how the initial contact was made and worded and how the whole thing was dealt with.
Also £100 from MBO for same reasons.
It turns out, I return my previous MB lease to Group 1 Skoda in Norwich on 5th June and collect new car. Received good condition bonus a few days later.
On 15th June a new replacement windscreen was fitted at an unnamed Sytner dealership but job recorded as being done on 15th May – as that was about 3 weeks prior to returning that car I assume that’s how I got dragged into it.
Great that I got sorted and even got a few quid extra although that’s not why I did it.
I have told them I hope they look into this in detail, if it’s somehow an “innocent” error that’s 1 thing but if done deliberately, possibly seeing MB/DLM as an easy target then that’s a whole different ball game.
Keep us updated
Firstly, my complaint has been upheld and getting the £50 excess payment I shouldn’t have paid plus £100 “compensation” from DLM for what happened, how the initial contact was made and worded and how the whole thing was dealt with. Also £100 from MBO for same reasons. It turns out, I return my previous MB lease to Group 1 Skoda in Norwich on 5th June and collect new car. Received good condition bonus a few days later. On 15th June a new replacement windscreen was fitted at an unnamed Sytner dealership but job recorded as being done on 15th May – as that was about 3 weeks prior to returning that car I assume that’s how I got dragged into it. Great that I got sorted and even got a few quid extra although that’s not why I did it. I have told them I hope they look into this in detail, if it’s somehow an “innocent” error that’s 1 thing but if done deliberately, possibly seeing MB/DLM as an easy target then that’s a whole different ball game.
Excellent its sorted and you can put it behind you now. As for the compo its a nice bonus, that I ddn’t expect to be honest.
Well done.
Looks like we are having insurance provider change again
We are getting in touch to let you know about a change to the company that underwrites your insurance and to assure you that there will be no difference in the quality of service you currently receive.
On 1st July 2025, Aviva plc purchased Direct Line Group and all its brands. As a result, there will be some changes to the way the business operates. The terms and conditions of your current insurance cover, any ongoing claims and our contact details will not change as a result of this transfer.
Motability Operations are aware and have agreed that we will contact you. You only need to contact us if you have a query or objection about the transfer.
Your insurance is currently underwritten by U K Insurance Limited (UKIL). A transfer of Direct Line Group’s UKIL business to Aviva Insurance Limited (AIL) is proposed to take place in December 2026. This transfer will follow a strict legal process known as a Part VII Transfer, which is designed to protect you.
Glad the CEO trick worked no one should need to though it’s pathetic.
They did similar to me. I made a claim Oct 2023 they wouldn’t take the money at first when I said can I pay it now as I’ve got it ready DLM said no.
December rolls around they call me first thing I’m asleep demanding money on the spot, unfortunately it was 3 days before any benefits were due and I’m sure everyone knows living hand to mouth… .
I said can I call you back in 2 days they said you can but we’ll have passed it to debt collector and marked your account delinquent with Motability (implication being then I’ll get kicked off the scheme).
Kicked up a stink with CEO. DLM offered to refund what I had by then paid and apologised but it’s just not good enough.
This was just after the DWP screwed our Universal credit up by losing £1000 a month for 3 months so we were utterly f’d right then.
I’ll bet someone has been marking windscreens down as replaced not repaired and somehow financially benefitting. It’ll be interesting to find out.
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