Note that this review is more than 6 months old and the company's procedures may have changed considerably since this review was written.
An accident while parked in a car park on August 28th - the other party banged into me while parking! Claimed on policy.
Claim then lost. Reinstated. Car repaired November 3rd. Still awaiting return of £120 excess (through legal cover).
Quite frankly I believe that the Norwich Union Direct call centre service falls way short of even being described as adequate. So far this claim has taken over 20 phone calls, a letter to Peter Snowball and, and, and....
Need I say more. I shall definitely go elsewhere when the insurance comes up for renewal.

Note that this review is more than 6 months old and the company's procedures may have changed considerably since this review was written.
After switching to Norwich Union as it was £200 cheaper than my old insurance company (AXA), I was worried when I had a claim within a month, especially as I'd had a claim just before I switched to them.

However, their service was brilliant and despite what I'd heard about Indian call centres, they were no problem at all. The intial call was dealt with in the UK, which got the claim process promptly underway.

The car was repaired promptly and they even got half of my excess back for me, which was a bonus. And at £120, the excess was much lower than AXA's at £250.

To top it all, I've just received my renewal papers and the premium is £15 cheaper than last year, and that's after a claim!! 'Triffic