My wife had this exact same problem about 2 years ago. But with a better outcome.

Laura was out shopping (like chicks do ) one Sunday afternoon in Tunbridge Wells. She had parked up in the High St and gone off shopping. Upon coming back to the car, it wouldn't start (starter motor problem) so she called Direct Line to get the car recovered. At which stage they told her that the car was not insured.

In total shock, Laura called me at home. Luckily I am a bit anal and I keep everything, including the letter that they sent out 3 months before saying "If you wish to continue your insurance, you need do nothing, as we will automatically insure you vehicle".

I went over to try and get the car moving, thinking it would just be a flat battery, when it wasn't I got on the phone and threw a shed load of ****s into the poor sod who answered ( I did apologise before I started as it's never the poor tele-sales bods fault) and told them exactly what I thought about Direct Line and their pile of **** service. Anyhow, with a lot of bowing and scraping they got someone out to collect the car and get it home.

The following day I got back onto the phone and got to a higher level and let him have it right between the eyes. We ended up getting £200.00 in compensation and 1/2 price insurance for the year. And at the end of that year we moved everything away from them, cars, house and content, travel. The whole kit and kaboodle!

Without blowing smoke up his Jacksie, this is why I would never want to deal with anyone other than Moley, I always talk directly with him at renewal time (when I can get through ) It always happens bang on time, with minimum fuss and at a cracking price

Apart from him, they are all bastards