Flood minister supports Direct Line’s help for flood customers

17th January 2011

Direct Line has launched a mobile office and customer support vehicle to help customers with their claims during severe weather. The vehicle will be stored in Yorkshire, where it will be on call to go directly to severely affected locations when needed. The vehicle expands to accommodate office and meeting space with electricity and communications support, as well as tea and coffee making facilities and a WC.

The vehicle has been designed to Direct Line's own specifications, and leads the industry in quick-response, on-site customer support. Claims staff can work in the office space inside the vehicle, allowing them to provide the best support to affected customers. Customers will be able to drop in to get information on the situation, discuss their claim, or just have a cup of tea and a chat.

Richard Benyon MP, Flooding Minister, said:
“The aftermath of a flood can be a particularly worrying time for homeowners, so it is always reassuring to know that any damage to property and possessions is covered by insurance. I am pleased that Direct Line is committed to making it easier to give flood victims this peace of mind by being at the scene to talk face to face with their customers, help them with their claim, and ensure insurance is one less thing they need worry about.”

Steve Maddock, Managing Director of Claims at Direct Line, said:
"Recent floods have taught us a huge amount about what's important to customers and to our staff when dealing with flood claims. We've taken all of this knowledge and used it to design a purpose-built support vehicle for severe weather and other disaster incidents. It's on call 365 days a year, ready to go wherever it is needed to provide help to our customers and give our people a mobile office to work from. Direct Line was the first insurer to sell its products directly to the customer over the phone and online, cutting out the middleman. This vehicle is one of many steps we have taken to respond to the needs of our customers and to provide them with the best service possible, no matter how severe the weather."

Notes to editors

Pictures of the vehicle are available on request.

For further information please contact
Erica Nelson
Direct Line Press Office
Tel: 0208 313 5830
Email: erica.nelson@rbs.co.uk

About Direct Line

Started in 1985, Direct Line became the first UK insurance company to use the telephone as its main channel of communication. It provides motor, travel, pet and home insurance cover direct to customers by phone or online.

Direct Line is part of RBS Insurance, the second largest general insurer in the UK¹ and is wholly owned by the Royal Bank of Scotland Group. Customers can find out more about Direct Line products or get a quote by calling 0845 246 3564 or visiting www.directline.com

Direct Line Insurance plc is authorised and regulated by the Financial Services Authority. Registered office: 3 Edridge Road, Croydon, Surrey CR9 1AG. Registered in England and Wales no. 202684. The Financial Services Authority's Register can be accessed through http://www.fsa.gov.uk/

¹Based on 2009 FSA returns (policies in force).