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    Home > Finance > UK watchdog says Direct Line breached rules over insurance add-on
    Finance

    UK watchdog says Direct Line breached rules over insurance add-on

    Published by Global Banking & Finance Review®

    Posted on December 18, 2024

    1 min read

    Last updated: January 27, 2026

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    Quick Summary

    Direct Line breached UK rules by adding insurance add-ons without consent, affecting over 320 customers. The CMA won't take action as Direct Line has refunded affected customers.

    UK Regulator Finds Direct Line Breached Insurance Rules

    (Reuters) - Britain's competition regulator said on Wednesday that Direct Line breached an order by erroneously adding a 'No Claims Bonus Protection' add-on to customers' policies without their permission.

    The British insurer, currently a takeover target of bigger rival Aviva, failed to provide at least 320 customers with the No Claims Bonus Protection information between June 2023 and January 18, 2024, the Competition and Markets Authority (CMA) said in a published letter.

    "This was caused by Direct Line’s systems adding No Claims Bonus Protection by error to customers’ policies, without their permission and only notifying them after the No Claims Bonus Protection had been applied to their policies," the CMA said.

    The regulator had implemented measures to simplify customers' understanding and choices regarding the No Claims Bonus Protection add-on following a 2014 market investigation into private motor insurance.

    The CMA will not take formal action against Direct Line after the company took appropriate steps, including refunding customers who had not wanted the protection.

    (Reporting by Yamini Kalia and Yadarisa Shabong in Bengaluru; Editing by Tasim Zahid)

    Key Takeaways

    • •Direct Line added insurance add-ons without customer consent.
    • •CMA identified the breach affecting over 320 customers.
    • •No formal action due to Direct Line's corrective measures.
    • •Direct Line is a takeover target for Aviva.
    • •CMA's measures stem from a 2014 investigation.

    Frequently Asked Questions about UK watchdog says Direct Line breached rules over insurance add-on

    1What is the main topic?

    The main topic is Direct Line's breach of insurance rules by adding a 'No Claims Bonus Protection' add-on without customer consent.

    2What action did the CMA take?

    The CMA did not take formal action as Direct Line took corrective steps, including refunding affected customers.

    3Who is interested in acquiring Direct Line?

    Direct Line is currently a takeover target of Aviva, a larger rival.

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