Direct line are using actor Harvey Keitel at the moment on their TV and radio adverts.
He has played a gangster in a number of films (Pulp Fiction etc.) and the radio and TV adverts play on the fact you think Harvey Keitel is going to "play nasty" with your claim when in fact he is going to help you.
For example in that radio advert, at the start Harvey Keitel says something like "I am going to sort you out" and they guy making the claim gets all worried in case he is going to be "duffed up".
But then Harvey Keitel says he will help him get alternative accommodation and so on and it all turns out all right in the end.
I have seen a few of these adverts on TV with Harvey Keitel and I am not sure they always "work", in fact I don't think many people even know who he actually is.
But the fact we are talking about them now proves they are at least getting into people's head, but personally I think they are bad adverts.