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Direct Line Reviews

1.5 Rating 237 Reviews

12 %

of reviewers recommend Direct Line

Company Reviews

1.5

Based on 237 reviews


Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.2 out of 5

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Direct Line 1 star review on 19th October 2022

Direct Line 1 star review on 19th October 2022

Direct Line 1 star review on 19th October 2022

Direct Line 1 star review on 13th February 2021

Direct Line 1 star review on 13th February 2021

Direct Line 1 star review on 23rd January 2021

Russell Braddon

Anonymous

Anonymous // 01/01/2019

Filter: None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Worst service I have ever recieved. You can never tell how good your insurance company is until you need to make a claim. I paid a little more money on my premium to go with direct line thinking they were a good reputable company. Unfortunately I was involved in an RTC last December and the claim is still ongoing. I've wasted hours of my life speaking with claims handlers who do not seem to have a clue what is happening, nor do they seem to care. I have been told a manager will call back by 3 different advisors, nothing come of that the first 2 times and I have to wait 48hours this time to find out if anyone can be bothered to speak with me. I have recieved summons to court and demands for payment of 000's of pounds onlly to be told that I should not have to deal with that - they will handle it as part of their "service" I pay for. The last straw has been a legal firm call me today to let me know they are handling the case as the last lot went bust. They now need all the info, as it hasn't been made available to them. Better than that, the legal team did not repsond in time, or at all, so I now face the possiblility of a CCJ. Tried to complain but they just do not care, no know anything about what is happening with my claim. Absolutely disgusting.”

Posted 4 months ago

“Despite having been with them for years and never missed a payment or made a claim , when I cancelled my policy today, as I had sold car and no longer needed it, they insisted I pay an admin fee of £60 odd for the privilege of cancelling. Interestingly I was similarly ripped off by greenflag breakdown, who it appears are owned by same holding company, when I cancelled with them.”

Posted 4 months ago

“Seems to be unable to put my insurance details on line. Having great difficulty in getting the documents I need.”

Posted 4 months ago

“Following my complaint and report to the SRA. The SRA confirmed that this firm was discriminatory towards me at the start of my non fault RTI. This discrimination damaged my chanes of winning my case which the other side would have blammed direct line for. I tried to protect my lawyer who was discriminatory towards me with out my knowledge till the SRA informed me. My own lawyer failed in her fiduciary duties. Including Duty of Care - 1. placed me in a weak legal position and failed to take in to account my PTSD at the start of the claim. 2. Failed to recognize me as a vulnerable person. Duty of Loyalty - did not discuss the matter with me and closed my file with out my knowledge. Duty of Obedience - never sent to the medical professional required Duty of Confidentiality - discussed my case internally and did not share with me any details. Duty of Prudence - shared personal information which compromised my case and my feelings and pushed me to make a choice between the trauma therapy ground rule (which i didnt know) and the basic requirement not to comit insurance fraud. I did the best i could and what i thought was right with the information given to me. Duty to Disclose - did not speak to me and took several actions with out my knowledge. Mixing issues and keeping me in the dark. However as soon as Direct line understood the confusion and turmoil i suffered was in part their fault which resulted in my taking action to protect my lawyer and bring harm to myself and own case. They then worked to get rid of me. They have to be ordered to do the right thing by a 3rd party in compensating me for their discriminatory action. Which placed me in a bad legal position. Let alone my mental state. The independent legal advice i received stated i should have said nothing and to let them do their work. (Amounts to insurance fraud which i didnt want to do) The psychologist said them sharing personal information is rediculous. I regret the day i learned the name Karen .... Who destroyed my perspective chances in court as i could not explain what has happened with dates because unlike me the other side would not have cared about my lawyers feelings, reputation, circumstances or work life situation. I should never have been placed in such a position whereby i need to worry about my lawyers feelings and wellbeing above my own. This has been unfair on me on every level. This has been my first ever interation with another survivor of abuse and simply not fair expectations were placed on me. Direct Line Supposedly explained for my convenience. None of this has been convenient. They will not admit their failures as they do not want to compensate me. Failed me in all their most basic duties. STAY AWAY AT ALL COSTS. Doctor said mine were noble actions atleast till Direct line worked to reverse any rapport built between the lawyer and i.”

Posted 5 months ago

“Tried to call on there Direct Line, but don't you know they don't have one any more. You are directed to their own AI computer network. And asked to then take a virtual ticket and get in the queue for a chance to web chat with a technician to figure out what the AI's problem is.”

Posted 5 months ago

“Absolute scam of a company. Have had my car insurance with them 6 years, no claims. Increased price drastically each year. Current renewal quote is a 63% increase!!!!!!!!! I have phoned up, and apparently the “best price” they can do is a 35% increase. 1. Why did you try to scam me for a higher amount in the first place??! 2. I have had 10+ comparable or better quotes from respectable insurance providers which are £200-£500 cheaper. When I said I wanted to raise a complaint, the agent said that cannot be done because she “explained” the reason for the increase (general spiel about cost of car parts affecting everyone). Wow. If you do this to your loyal customers, I wonder how you treat others??! Do not care at all. Scum of the Earth.”

Posted 6 months ago

“I have been waiting for 4 months to resolve my car insurance claim. My car was written off and they should have paid my finance company I found out today that this had not happened . The car has been taken away over 3 weeks ago by a firm acting for direct line. So I have no car and still paying for it. I have tried so many times to get this resolved I just keep hitting a brick wall. To make matters worse the car was brand new and only a week old it wasn't my fault not even in the car it was parked. I have very nice customer service people trying to resolve this matter but the answer is ITS NOT ARE DEPARTMENT and will put a complaint for you JUST ANOTHER ONE. My gap insurance also need answers why if not been given new for old. Have a new car waiting for me but haven't got the finances in place and no car to drive”

Posted 6 months ago

“I cancelled my car insurance and have been charged £48. This is simply scandalous and daylight robbery. A charge for just hitting a few clicks. I’m appalled.”

Posted 6 months ago

“Customer for over 19 yrs. Had an accident January 27th 2023. Tried to dial claims line numerous times. Up to 45 minutes, they pick up say their greetings , unfortunately hung up straight after. Still waiting . Cars still in driveway . Ill not be renewing nor will my family which we have multi car. Totally disappointed 😞”

Posted 6 months ago

“I had a leak under my bathroom. I was covered by track and trace on my policy with regard to a water leak. It was tracked and repaired by the company. I told Direct line and sent them the invoice straight away.2 weeks later… Guess what!You are only insured for the finding of it.Apparently the repair is not included so Do you leave it after tracing it?Im ditching them as soon as.BTY first claim EVER.I’m fuming .Don’t they owe us all money because they have overcharged us.BBC news say.They are quick to take your money but don’t want to pay out when we need them .Don’t use them!!”

Posted 7 months ago

“Spent all day trying to get through to this company on the phone but it appears they must all be having a day off. All you get is an automated voice and terrible music. Tried online but that was useless as well. If you are thinking about getting any sort of insurance from this company don’t bother. If I ever get through it looks like I will be cancelling all our insurance policies. How can you comment on customer services or company reply to a query when they don’t answer the phone”

Posted 7 months ago

“Just been made homeless by this lot. Currently in a travel lodge owing to my and my mother's home being flooded. They were suppose to find accomodation for both of us. All I got was an allowance and stuck in a Travelodge. Useless. They don't practice what they preach in their advert. Wouldn't recommend them to anyone.”

Posted 7 months ago

“Was with direct line for early 11yrs had know problems but this year I wasn't happy with my renewal so I tried to call them machine told me to go on WhatsApp with that was given a lad called jake. Told him my problem and didn't even try to help with the issue so I told him to cancel insurance. Shocking service very disappointed with direct line.”

Posted 8 months ago

“Held on for 10 minutes and opted for a call back. Waited all day but no call back. Called again and waited for another 10 minutes then called their complaints department and no-one answered the phone. I shall not be renewing my policy.”

Posted 8 months ago

“My claim has been outstanding since late June 23. I have sent 4 emails and all I get is an automatic response to say someone will get back to me. So far nobody has and I despair of getting my car repaired. The irony is that the incident was not my fault and the other party has admitted full liability. I need repair work authorised and a broken fog light replaced. Not much to ask but can I get Direct Line to deal with this. So Far no response absolutely useless, Peter Clarke”

Posted 8 months ago

“Trying to change my address, that's all. Online throws an error and cannot get through on the phone. What is the matter with you people???”

Posted 8 months ago

“You've put my premium up by almost £200 That is nearly a 100% increase ,despite me having made no claims in the last year.I have been on hold for over half an hour and don't appreciate the ring tone added to the endless man telling you it shouldn't be much longer.There is not a chance we will be using you any more and according to the reviews I've been reading we are very much not alone. Shame really because you used to be excellent. If there was a no star rating that would be what you would be getting.”

Posted 8 months ago

“TLDR: Anyone with more than 5 years of NCD must avoid them. 10 years ago I would say they were the best, but now I find them to be at the bottom of the barrel with other cheap insurances. Quick story. I had +12 years of no claims. Direct Line only accepts up to 5. This means that if you have an accident they will deduct 2 years from...5! So after raising a claim this year I was immediatelly downgraded from +12 years of NCD to 3 years! Doesn't sound right, does it?!?!?! As the claim is still open I simply cannot go anywhere else because my +12 years is now 3... AAAAAnd from what I can see, after they win the court case (I have dash cam to prove I was not at fault), and I already won separate court case, I will be set back to 5 years of no claim only! If this is not a scam, then I don't know what is. !!! AVOID AVOID AVOID !!!”

Posted 8 months ago

“I had a water leak in our upstairs toilet which caused water damage to the toilet and down stares living room. We called DIRECT LINE on January the 7th and they asked us to get two quotes, including photos of damage) which we did and sent them toDIRECT LINE however, they lost them so we resent them the same day. DIRECT LINE then said they we’re going to get Sedgwick (their so called preferred lost adjusters) to inspect the damage but inver did come out but phoned my agent that they would only give the £4100 and the builders refused to do the work at that price as the quote was only valid for three months and we were now five months so, I contacted DIRECT LINE to complain about this to which they said they would get SEDGWICK to do the work, that was two months ago and still no work has been done. I have now lost my long term tenant’s and can’t rent out my property which is going to cost more than the original estimate and the water damage has increased. This is not the kind of service I expected from DIRECT LINE. My advice is don’t do any business with DIRECT LINE.”

Posted 8 months ago

“Green flag is the direct line They stole £63 from me, elderly pensioner! I never renewed nor been asked to renew any policy with green flag. REFUND! And remove ALL MY PERSONAL DETAILS.”

Posted 9 months ago

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Direct Line is rated 1.5 based on 237 reviews