Direct Line Reviews

Name: Direct Line
Rating: 1.52

1.5 Rating 240 Reviews

13 %

of reviewers recommend Direct Line

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1.5

Based on 240 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

Mike

Direct Line 1 star review on 13th February 2021

Anonymous

Direct Line 1 star review on 23rd January 2021

Russell Braddon

Anonymous

Anonymous // 01/01/2019

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“Failed to pay recovery of my vehicle in non fault accident. Despite umpteen calls by myself to them. Resulting in myself being chased by a Debt Collection Agency. DO NOT USE !!!”

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Posted 2 weeks ago

“horrible online signing system !!!!!!!!Couldnt complete signing process with ios !!!!!!.printed form with printer and signed documents and sent in still no luck . Then they send a threatening letter even though i payed cash !!! Very annoying company and employees . You never threaten your customers. I think i will complain to bbb alao .”

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Posted 2 weeks ago

“Got a quote online as a 'new customer' still £200 more than the cheapest with EXACTLY the same cover, excess, extras. Got my renewal quote, again fir EXACTLY the same thing and it's £300 more than the cheapest - £100 more than getting a quote as a new customer than bring an existing customer with no claims for over 5 years!!!! No wonder they're not on comparison sites!!!”

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Posted 4 weeks ago

“Dreadful company to speak to. Couldn’t get through on phone to discuss Landlord insurance to emailed. 3 working days later still no reply. Awful customer service & definitely will not be renewing my policy when it ends”

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Posted 1 month ago

“Their system is shocking, the support is horrible. I've just been trying to do something as simple as download our insurance certificate.”

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Posted 1 month ago

“Non existing customer service when you have to make a claim they do nothing you have to liase with the repair company the hire company you do everything they do nothing. I'm a motability customer left without a car as they want disabled customers to collect curtesy cars and then want to give you a small car that you are unable to get in and out of they then have no intention of returning your exess until you ask for it. Made a complaint 3 weeks ago still haven't received an acknowledgement appalling company.”

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Posted 1 month ago

“Been with direct line for 6 years always had amazing service. I got my. Renewal price. For car insurance And it was the most expensive Price I ever had. They Wasn't happy to reduced it. . Really disappointed With them. So sad to leave them but given me no option Also got my house insurance. With them. Which I will be changing to. They are not loyal any more. To valued customers always had. A trusting. Reliable. Service with them always recommended them. But all that will change. Very very. Upset. And disappointed with them”

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Posted 2 months ago

“Worst car insurance company ever!”

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Posted 2 months ago

“Been with direct line for house insurance for 10 years. Tried to claim. They sent a loss adjuster , at the bottom of this guys email, beside his name it said he was a Loos adjuster. He said he hadn’t even seen my policy docs when I asked him. The policy doc said I was insured up to £5,000 for carpets. The loss adjuster said he was there to refute the claim in line with instruction from Daniel at the Glasgow DL office. So, basically it was a conspiracy to refute the claim from the outset. Completely untrustworthy company. Would not recommend.”

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Posted 2 months ago

“Renewal quote was 50% more than previous year! 9plus years no claims and have been with Direct Line for approx 18 years. The first person is spoke to said I couldn't speak to anyone regarding why as no one gets to speak to the underwriters! He then cancelled my policy and hung up. Second person was unable to tell me when the dates my current payment covered. No interest in reducing costs to an affordable cost and keeping a long term customer”

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Posted 3 months ago

“I had to sell my car so I called direct line and got told I would have to pay a cancellation fee of £78. I have been with them over 10 yrs and had no claims so how do they have the cheek to charge a cancellation fee. Obviously they have no loyalty to their long time customers. I won't be paying it.”

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Posted 3 months ago

“Worst company ever used. Appalling liars, stupid enough to put their lies in writing so financial ombudsman looking at it. 18 months and car still not repaired, then suddenly claimed they had diagnostic reports that said the damage was not related to the accident , own engineer denied it and said he had been told to stop talking to me , no diagnostic reports exist , their engineer told that to the claims team 3 times , can’t send me the diagnostic reports but still tying themselves in knots trying to stick to this , absolute joke, customer service appalling , dishonest and fraudulent, lots of reviews from others recently in the same position , lots of profit warnings issued and forced to pay out 30 million for overcharging customers. They will take your money but won’t pay out on claims”

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Posted 3 months ago

“LANDLORDS watch out for their sales staff, they are commission based and will tell you what you want to hear. I asked for rent protection and I got rent protection, this was on the main page. However, as I found out the hard way, rent protection but only if your house burns down, floods etc. when your tenants have to move out which reduces their risk by I do not know how much. Direct Line have their own feedback page. It is like a butcher judging his own meat.”

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Posted 3 months ago

“Contacted Direct Line Insurance via their online contact form for genuine enquiries regarding existing car insurance. No communication from them hence one star given. Direct Line need to recognise that communication is paramount to a successful business and I would not recommend Direct Line to anyone.”

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Posted 3 months ago

“3 months and still ongoing. No one returns my call. I have no car and it’s v stressful. Empty promises for 3 months and more. You cannot speak to any manager as they just aren’t interested - the same for engineers. Shocking. Avoid at all costs”

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Posted 3 months ago

“Cancelled my policy as it increased greatly. Received letter saying money would leave my bank on said date! I have been on the phone for 45 mins listening to music and telling me some one will answer. I feel this is a scam because I've cancelled and so they won't speak.”

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Posted 3 months ago

“Price rises beyond a joke ! Gone up 60 percent ! They are having a laugh, been with them years, but after reading these reviews, I glad I am leaving !”

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Posted 3 months ago

“claim made 9/8/23, not my fault, confirmed by DL, all's I've had from DL is hard luck tales that the other persons Insurance Company has not got back to DL, FFS, it's now 3/1/2024, and to date , FA, from DL, I'm a Customer and Client, and paid my last years premium in Full , WTF IS GOING ON.”

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Posted 3 months ago

“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.”

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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.”

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Posted 4 months ago

Direct Line is rated 1.5 based on 240 reviews