Motorway Direct Plc Reviews 

I have had Motorway insurance now for almost five years with only one minor claim but recently, I had the misfortune to have a rather expensive breakdown. I rang Motorway up to find out how to claim. The gentleman on the other end of the phone talked me through the procedure which proved to be easy. I took my car to the garage of my choice ( where it was annually serviced ), they diagnosed the fault and got in touch with the insurers who gave the go ahead. My car will be back in service within the week. The only downside was that I had to pay the garage cash then claim it back from Motorway Direct

Well where to start.. I thought my claim was going to be murder. Apart from the initial getting through on the phone their service to me has been excellent. They paid for my diagnostic and full repairs minus a few quid. Their payment into my account was half the expected time and they didn't quibble about one thing. All I can say is phew and thank you.

Worst customer service experience ever!!!

I made contact with Motorway Direct Plc in early May 2018 and as of today (13th July 2018) some of my issues remain unresolved. My biggest complaint is in regard to basic customer service and common courtesy whilst my claim was handled. I was advised to take my car to a garage approximately 9 miles away from my home for diagnostics on two separate issues with my VW polo (electric window switch not operating and heating/AC not working). My car was dropped off to the garage on the 4th June. I received updates from the garage at appropriate intervals and many times they told me that they had relayed information back to Motorway Direct and were just waiting on instruction for them on how to proceed. I would then call Motorway Direct (usually after a period of 20 minutes on hold) and they would initially tell me they were waiting on the garage, when I advised them that the garage were saying the opposite they would then tell me that they were waiting on information from a third party (Prestige) before they proceeded. However they could not tell me when this would be. Whilst I acknowledge that the issues with the window switch then ended up being more complicated than initially thought, my major annoyance was that my car was in the garage between the 4th and 16th June and at no point during this time did Motorway Direct call me to update me. Any update I received was either from the garage or from me making multiple calls myself- which is a massive inconvenience for someone who works full time and is also heavily reliant on a vehicle for work. I have tried to complain directly to Motorway Direct who have fobbed me off with a response that firstly misspelled my name and secondly wrongly alleges that they did call me. I have spoken with a representative today, ahead of making formal complaints to the Motorway Insurance & Financial Ombudsman, who has confirmed that in the 2 week period in which my car was in the garage that no calls were made to me. Motorway direct apparently prides itself on "offering a quality, professional service" to all its customers- which my experience and that of others proves is a bare faced lie. On top of this the issue of my car remains unresolved as Motorway Direct have now told me that I personally need to identify a VW specialist to do further diagnostics and that they will only pay at a rate of £50 per hour plus VAT. This is a near impossible feat as most garages are looking for at least £80 per hours, furthermore it requires me to take even more time out of working life to arrange. Verdict- absolute sham organisation with poor customer service and it's a shame that AA's name is affiliated and tarnished by this.

Found them to be honest, helpful and accomodating. Had to make a claim, and they paid out in full. Provided a lot of guidance to help me provide the documentation hey required. i would use again. i wish all insurance companies were as nice to deal with.

ZEROOO STARS. Im so anoyed and always will be. I had a problem with my mercedes recently. It had a staring lock colum, i rung them and explained the situation the car woukd start, plus to find out if i was insuared etc. They turned around and said i was only insured with the colum Not the staring lock. So what sort of nosense was that, these people dont explain nothing when your taking out the policy,they alway sweet talk you on how the cover everything apart from wear and tear. They a send you to Halfords garage which cant fix the problem, if the car has to go to the main dealer as mine had to be taken there because it had as halifords coudnt find the fault plus had to be programmed to the car, they didnt even pay for the diagnostic, they told me when it came to fixing their contribution was only £40 so you had pay the rest, which they didnt even pay, i had to pay everything myself then sold the car. Now i have a new car and decided to use a different insuare, but im so annoyed and disaponted with this AA recommended insuarance. I used to trust in the AA now will never trust their advice or recommendation these people had the guts to contact me after the direct debit had failed MOTOR WAY DIRECT EXPLAINING THAT DIRECT DEBIT FAILED AND THEY ARE SAD THAT I LEFT ETC, PLUS THEY ALSO SAID I SHOULD RING THRM OR MAKE A FORMAL COMPLAINT ABOUT MY CLAIM ETC, i called them and spoke to one of their advisers who was also contuning to spread alot of rubbish, how i wasnt insured they only insure the colum not the lock, which i explained as mercedes said the two come together not separate. ALSO HAD TO TELL HIM THAT BEFORE WE CUSTOMERS TAKE OUT THE POLICY THEY SHOULD ALWAYS TELL US THE TRUTH ON WHAT IS INSURED AND WHAT THEY DONT INSURE INSTEAD OF TELLING US THEIR NONSENSE THAT THEY ONLY NOT ENSURE WEAR AND TEAR WHAT A LOD OF RUBISH!!..AND WHEN IT COMES.TO PAYING THEY DONT EANT TO PAY. please avoid these people customers service is rubish and rude
And cant even answer straight forward questions and never allow them to sweet talk you in any of their products. If youve got an expensive car PLEASEEEE RUNNNN AND RUN FAR DONT USE THEM THEY ARE RUBISH AND SCUM

Excellent service and I will always recommend this compnay to anyone. David Brearly did a magnificient job and he was very professional about this job and I think he ia great asset to the team.

I am currently trying to make a claim from Motorway Direct and their attitude towards helping me repair my car can only be described as nonchalant and at times rude.

They asked me to take my Audi A5 to Halfords to get a diagnostic check which I did. Halfords sent the diagnosis to Motorway Direct on Friday and called me to come and pick up my car because they could not carry out the repairs themselves.

I called Motorway Direct 3 times on Friday to find out if they had received the diagnosis but each time they said they hadn’t. I went to Halfords to pick up my car and they showed me on a computer screen that they had sent the diagnosis via OneLink first thing Friday morning.

My last call to Motorway Direct had been after midday so I started to suspect that they did not like what they had received from Halfords and were pretending that they’d not received it. I took my car and went home.

I did not hear from Motorway Direct through Monday so I called them on Tuesday afternoon and was told that they still hadn’t received the diagnosis but because Halfords could not carry out the repairs, I needed to find a dealer or German car specialist to carry out another diagnostic test.

I was then told that they would only pay £50 an hour towards the test which effectively means that I would have to pay the difference on any test carried out even before they decide whether or not they’d authorise the repairs on my car.

I spent a good part of my working day calling around to find any good garage that could carry out the diagnostic test and repair but, guess what? The cheapest I could find was around £96 an hour. I called Motorway Direct back to complain.

I was told that they don’t have any dealers or German car specialists on their list of approved repairers so I asked why it was that the same garage which gave me the £96 quote had been used by them when I made my first claim in 2015. The response I got was that they’d either decided to stop using them or the garage may have decided same. Nothing definitive and quite a vague answer, if you ask me.

Danny, who was I was talking to had the cheek to tell me that I was talking over him when he kept repeating the same thing over and over again. Because I have to use my car for work, I have no choice but to take it to the garage which quoted me £96 to diagnose the fault on my car but I will not let this rest and will be taking this to my lawyers because this kind of practice cannot be allowed to continue unchecked.

I now have to pay £46 an hour for diagnostics when I paid £849 in full on the day I bought the car because I wanted peace of mind while I made repayments. That, I now have to put up with such shabby customer service is unacceptable.

I have not received a single telephone call from Motorway Direct since I put in the claim and I have had to do all the chasing.

I have now dropped my car off at SN Autohaus for a diagnostic check at the cost of £96 an hour and I’ll post again when I have an update.

Took a lot longer than expected to get the work confirmed but more than happy with the outcome! Just not happy with the garage they use apparently going to take a week for a head gasket.

Everything is perfect thank you very much

Lengthy telephone hold times to get through, not the greatest partners and ended up sourcing own, but fantastic and easy claims process otherwise. Many thanks to Marcus, Ryan and Georgie for streamlining all. Greatly appreciated.

Motor way direct was very helpful when I had issues with my car. The Staff were very helpful. I would recommend motor way any time any day

Was very good communication and resolved my claim quickly. Would recommend:)

Everything went smoothly. Professional and helpful staff.

Helpful staff..... quick response .... no obstacles to fixing the problem and paying for the repairs.

Great service overall however this was dependant on the advisor you speak too. Most were extremely helpful and empathic however 1 who I spoke I felt was rude and abrupt.

Motorway Direct Plc exemplify the worst of RIP-OFF Britain. My wife put in a claim after the car would not start over three weeks ago - only to be informed her claim had been rejected on the grounds of Wear and tear yesterday!

Her car was towed to their recommended garage several miles away from where we live. The garage had claimed the timing belt was broken but then later learned from Motorway Direct Plc independent assessment report that the timing belt was stretched. The repair is going to cost thousands of £ and the money we've paid in premium to Motorway Direct Plc could have gone a very long way towards the cost.

Now her car is stuck in a garage and Motorway Direct have washed their hands off it entirely.

We cannot allow this scoundrel of a business to continue ripping-off people of their hard earned money. We are going through their internal complaints procedure at present and I have not doubt that further legal avenues will be pursued to bring light to bear on their morally repugnant way of conducting business.

They are very quick to take your your money and often blame the car dealers (Car Gaint) for not making their policy clear at the point of sale. Had my wife known that it was not really the AA (AA Waranty) that we were dealing with, she would have rejected the used car insurance - lesson learnt the painful way.

Do not waste your money on AA Warranty, Car Protect or Motoring Organisation as they are trading names for Motorway Direct Plc.

Latest update apparently its my fault that i dont want to use my money to help them prove that the jets which i consider to be an important part of the engine was the cause of the failure if they were the cause they do not cover them and will not validate my claim
Its
like dealing with the marx brothers
Avoid avoid avoid

There are many aspects which are not covered on the policy. You get a shock when you try to claim and find the majority of car parts are not covered. If you need to hire a car than even if your car is at the garage for a week you may not be able to claim the cost of the hire!!

When the correct and relevant paperwork was finally submitted to them by the other insurance company, Motorway Direct paid me the policy protection within days. They kept in touch with me and kept me updated throughout the process.

Really helpful.
I had to make a claim for total loss and they dealt with my case very well. Great communication by mail and very accessible when I wanted to speak direct on the phone.
I have never had a vehicle write off before.

I am pleased I took the policy at the outset.

Great advice. Lydia was super helpful.