Direct Line Reviews

Name: Direct Line
Rating: 1.54

1.5 Rating 268 Reviews

13 %

of reviewers recommend Direct Line

Company Reviews

Questions

Metrics

1.5

Based on 268 reviews

Shipping & Delivery
Delivery Methods	Own Driver
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.2 out of 5

Visit Website

Write Your review

Tell us how Direct Line made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Direct Line 1 star review on 17th December 2024

David Onyett

Direct Line 1 star review on 19th October 2022

Mike

Direct Line 1 star review on 13th February 2021

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Double payment taken in error. Told I had to wait 72 hours before contacting them about it. Now I have more than £400 less than I should have in my current account. Direct line failed to take my premium. I couldn’t see how to pay on line. I used the chat to ask for help. The bot put me through to a human being who told me I would need to pay in the chat app. I was sent a link to make a secure payment. The human assistant said it had been rejected and sent a link for a second attempt. They said the second attempt was successful. I checked my banking app there were 2 pending transactions this was the reaction from the assistant. *Sarwar* Please do not worry, one pending payment will be rejected by the system and in case if you have any issue, you can contact us back after 72 hours and we will help you accordingly. Is it fine? I replied it is not fine. *Sarwar* I understand ******, System does not take payment twice so one payment would be rejected, in case both the payment is processed successfully ( this should not happen), you can contact us back after 72 hours and will get this investigated and if payment is taken twice, you will be refunded one payment. Rest assured. Unsurprisingly both payments went out of my current account today leaving me without enough money to cover upcoming expenses. Obviously I haven’t waited 72 hours to contact them. Why on earth would waiting 72 hours help resolve this? I have filled in their online complaint form but after previous bad experiences with direct line am not expecting them to return my money any time soon.”

Helpful Report

Posted 1 month ago

“Utter garbage of an insurance company. I phoned up for a car insurance quote. They quoted over £3k and wanted £650 extra to protect the NCB. What a joke and ripp off!! My car was over 20 years old and I'm 60+, still they gave extortionate car insurance price. Don't use them”

Helpful Report

Posted 1 month ago

“Car insurance rates, and we have been a good customer for years ! , have gone thru the roof. No explanation supplied.”

Helpful Report

Posted 3 months ago

“Got public liability insurance Tried to access policy online it said wasn't linked to email phoned for advice was passed round 6 people none of them had a clue will not be renewing have told my co workers to steer clear”

Helpful Report

Posted 4 months ago

“Scam central. 4.3 k a year and they have done nothing but make my life difficult. They are tryna take 375 out of my bank that I don't even ow. Staff havnt a clue. Joke. Don't use them unless u want messed about and your time wasted.”

Helpful Report

Posted 5 months ago

“Car insurance went up £250 with no claims in over 16 years last year put up 350 i managed to get them to only increase by 50 then this year only were willing to take 40 off price there robbing loyal customers I won't be renewing with them”

Helpful Report

Posted 5 months ago

“come to life is a burden that Direct Line CUSTOMER SERVICE +𝟭 𝟴𝗢𝟱 (𝟰𝟭𝗢)' 𝟱𝟲𝗢𝗢 Direct Line PHONE NUMBER +𝟭 𝟴𝗢𝟱 𝟰𝟭𝗢 𝟱𝟲𝗢𝗢 only the parents of the kids have to carry. But even when there are things to prepare, parents must keep childcare in mind which is a herculean task in itself. This often leads to parent relying on TVs”

Helpful Report

Posted 5 months ago

“Totally agree with all of the negative comments. Absolutely awful people. Having been with this company for almost 20 years - had the most dreadful experience after the storm this year. Would not cover our damage. See photos below. Still affecting us emotionally and obviously financially. I do wish we had actually taken it much further at the time. A lesson learned.”

Helpful Report

Posted 6 months ago

“Recent experience and Direct Line CustOm;er Servi'ce +1 8O5 ( 41O) 56OO'' PHONE-NUMBER' also had experience in the past when incident been reported , direct line never communicate back the decision of the claim happend to me back . I have communicated not taking liability when reported incident however without notifying me they took a decision to liable and add claim on me . Poor service of handle of claim . I will never buy from direct line insurance”

Helpful Report

Posted 6 months ago

“Great to deal with, being able to send a simple text to communicate instead of loads of options is absolutely game changer”

Helpful Report

Posted 6 months ago

“I have been with direct line car insurance for more than 15 years . Everything will fine as long as you won’t deal any claims with them Recent experience and also had experience in the past when incident been reported , direct line never communicate back the decision of the claim happend to me back . I have communicated not taking liability when reported incident however without notifying me they took a decision to liable and add claim on me . Poor service of handle of claim . I will never buy from direct line insurance even if it cheaper . Till the renewal letter comes no communication about claim , when I raise complaint . Direct line saying below s, however on page 33 of your policy booklet, it states: "We're entitled to do either of the following: ) Take over and carry out the negotiation, defence or settlement of any claim in your name, or in the name of any other person covered by this policy. ) Start legal proceedings in your name, or in the name of any other person connected to this policy. This can be for your benefit or our own benefit." They took over claim and does not notify you . You must be very careful when dealing with with Direct line claim as they always try to put claim liability on you never try to take your opinion and does not give you to utilise motor legal”

Helpful Report

Posted 7 months ago

“In historical linguistics, Weise's law Direct Lines CUSTOMER SERVICE 8O5410 -56OO PHONE NUMBER' 8O5410 -56OO Direct LInes vCUSTOMER S ERVICE 8O5410 -56OO PHON E NUMBER' 8O5410 -56OO describes the loss of palatal quality some consonants undergo in specific contexts in the Proto-Indo-European language. In short, when the consonants represented by , called palatovelar consonants, are followed by they lose their palatal quality, leading to a loss in distinction between them and the plain velar consonants . Some exceptions exist, such as when the”

Helpful Report

Posted 7 months ago

“Had a £5000 commercial claim after a break in at Christmas did not get a penny off direct line after paying the policy for ten years had a loss adjuster who had just left school and had no idea made us feel like we had staged the break in ourselves and was basically useless would not touch Direct Line with a barge pole do not give them your business good money for no return in a time of crisis”

Helpful Report

Posted 7 months ago

“They did not get my business this year. To renew my policy would have been nearly double the amount other insurance companies were asking. Con merchants.”

Helpful Report

Posted 8 months ago

“They quoted me £1500 the same insurance with admiral £600 what a con”

Helpful Report

Posted 8 months ago

“The company is the worst ypu can use for ypu car insurance . I had car accident made the claim and they did not repair the car fully the excuse was apparently the damage on the car ( dents and scratches ) was caused by previous repairs that have been done on the car ( old.paint uder the original paint). They will do anything not to pay back ot repair but they are 1st to get the money from you. STAY AWAY IF YOU CAN!!”

Helpful Report

Posted 8 months ago

“Took 5 days to provide a courtesy car to provide transport for a Mobility car user after a hit and run, The car hire confirmed that they apparently told lie after lie about arrangement that had never been made. I had to chase every day. NEVER AGAIN AVOID AT ALL COST”

Helpful Report

Posted 9 months ago

“I have just reiceved my car insurance renewal from direct line. Nothing has changed since 2020. Last year it went up aprox £100 this year it has gone up another £210 why ? I will not be renewing my cover its a joke.”

Helpful Report

Posted 10 months ago

“It is utterly impossible to speak to anyone that understands my Scottish accent at Direct Line. They transferred their call centres to Cape Town and I cant understand what the agents say, so communication is practically impossible. They have a computerised system that only lets you ask set questions so if you have anything even slightly out of the ordinary then you are facing an impossible task to speak to anyone who can communicate properly. This company is not fit for purpose. I have many years with them for home and car insurance, I'm on the verge of cancelling both policies and moving to a company that doesn't just want your money. They really are a horrible company to try to communicate with.”

Helpful Report

Posted 10 months ago

“I hope no one ever has to claim via Direct Line as they have been extremely poor in their level of service. I will start with the good parts first. Sadly I was involved in a car accident in May 2024 whereby the other party was in the right hand lane of a multi lane road and I went from my parked position moving partially into the left lane. Before I had fully moved out, the other vehicle cut across my path from the right lane with no indicators on forcing me to slam my brakes on and resulted in a crash and extensive damage to the right front hand side of my bumper. I called Direct Line and reported everything within 30 minutes - this part went fine. The courtesy car company Auxillis were fantastic too as they arranged a courtesy car within 24hrs. That is where the good part ends. The claim itself has been a nightmare to deal with from start to finish. The other party claimed I pulled out and hit their car. They didn't recall (conveniently) any parts of lane switching and causing the situation that occurred. The other party alleged to have CCTV footage which never materialised and Direct Line unbelievably were willing to settle WITHOUT any effort from their part to ask any shops for CCTV footage (which would have taken them 20 minutes of calls to do so). I took it upon MYSELF to (despite being injured post whiplash) go (in person) to every shop on both sides of the road to obtain some footage. I finally found some. I will get to the rest later. Anyway in the interim my vehicle got taken in for repair and the first time it got taken in by their chosen company DLG repairs they managed to lose one of the arms that holds up my boot flap (which obviously they denied touching) and also fitted my car with a replica bumper which started falling off within a week. To rub salt in the wound they then had the cheek to as me to drop by in person with my car to get it repaired even though it was their error (bearing in mind I was still recovering from whiplash!). In the end after making me wait close to a month they came and carried out the repair. But the second time it came back all the lights had stopped working. I couldn't BELIEVE it. I had the vehicle fully serviced prior so I know everything was in full working order prior to them taking it in. They again asked if I could take it to them. I was stunned. I had to pay a local garage to fix in the end. DLG and Direct Line reimbursed me a small fee for their atrocious handling of the whole situation. Anyway... here is the icing on the cake. After over 3 months of going back and forth with the third party company taking over one month to reply at a time, Direct Line FINALLY review the footage and their handlers decide I am 100% AT FAULT even though I supplied them with the footage to prove my innocence. I am in utter disbelief. I really hope none of you have to go through what I have been through. I had been a customer of theirs for many years and really disappointed with the way they have dealt with everything. A reputable company name should reflect excellent service all around. Sadly they fell short in sooo many areas and I hope they read this and re-train all their staff and car claims service as a whole, as it has been beyond a joke.”

Helpful Report

Posted 10 months ago

Direct Line is rated 1.5 based on 268 reviews