Login
Start Free Trial Are you a business?? Click Here

Direct Line Reviews

1.5 Rating 253 Reviews
12 %
of reviewers recommend Direct Line
1.5
Based on 253 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

Write Your review

Direct Line 1 star review on 19th October 2022
Mike
Direct Line 1 star review on 19th October 2022
Mike
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 13th February 2021
Anonymous
Direct Line 1 star review on 23rd January 2021
Russell Braddon
Anonymous
Anonymous  // 01/01/2019
Awful absolutely awful.
Helpful Report
Posted 4 years ago
Do not even try to get a quote from Direct Line Insurance if you value your sanity. Unfortunately, I realised the extent of dissatisfaction of their customers and potential customers when I read the comments of their customers. This was after I tried to get a quote from them and to my horror they declined to give me a quote! Then patronised me by saying that of course I can apply again when my circumstances change. When I asked them what circumstances had to change, their unbelievable answer was that their decision is based on their underwriting criteria and I was not allowed to know the factor or factors that resulted in their decision! In other words I can reapply when these factors personal to me which are secret to me change. No doubt any sane and reasonable person can see the ridiculous, unfair and stressful position forced on the unlucky people who try to get a quote from them. Whilst I accept that they have a right to offer insurance (Or not) to whoever they prefer, it is their total disregard for the impact of their decision on their potential customers and their refusal to concede that people should be able to ask on what basis a decision has been made that may have potential impact on their future insurance application
Helpful Report
Posted 4 years ago
Good afternoon Following your previous conversation with Colin, the claim has now been returned to me Attached is a copy of the confirmation of cover provided to your mother when the policy was taken out. You will see from this that there is no cover for outbuildings. I am sorry therefore but as the garage which has suffered damage is clearly an out building, I cannot make a payment in respect of this With regard to the rear wall, I note from our conversation following my visit, that you feel that this had been weakened over a period of time by the fact that it was connected to the garage which had had a roof collapse (which had been removed at the time of my visit) although the section of the wall forming part of the garage is still intact. I would agree that the wall has deteriorated over a period of time and the remaining section is showing signs of wear and tear with roots growing through it Unfortunately the policy does exclude gradual deterioration and whilst you did initially report the cause as being storm, there have been no recorded weather conditions of storms of significant strength to bring down a brick wall for some months prior to the incident. For these reasons I am sorry but I am unable to consider a payment to your mother on this occasion. I realise that you will be disappointed by this decision but I do hope that the reasons for this have been made clear for you Regards Christine Lawson Commercial Property Insurance Advisor Bromley Scan Centre Mail point 49 Floor 0 Phase 3 Westmoreland Road Bromley BR1 1DP Tel 07714 223601
Helpful Report
Posted 4 years ago
STAY AWAY FROM THIS COMPANY, THE ADVERTS ON TV IS NOT THE SERVICE YOU GET,BEEN TAKING MY DIRECT DEBITS FOR 3 YEARS, HAD A LEAKING WATER TANK THAT LEAKED INTO MY LOUNGE BELOW, THE PLUMBER THEY SENT WAS CLUELESS AND LEFT AFTER 15MINS ,AND LEFT US WITH NO HOT WATER AND NO HEATING ,I DRAINED THE SYSTEM DOWN MYSELF TO PREVENT ANY FURTHER WATER DAMAGE, PLUMBER PUT IN HIS REPORT THAT IT WAS THE WATER TANK EVEN THO HE TOLD ME HE DIDNT KNOW WHERE IT WAS COMING FROM ,I GOT A PROFESSIONAL PLUMBER AND IT'S NOT THE TANK, A LOT OF REVIEWS SAYING THE SET UP IS GREAT AND NO HASSLE WHEN JOINING, WELL CAUSE THERE GONNA MAKE IT EASY THEY WANT YOUR MONEY, HOPE YOU DON'T HAVE TO MAKE A CLAIM, YOU WILL SEE HOW AMATUERISH THEY ARE AND NOT DO KEEN TO HELP YOU, I SHOULD OF LISTENED TO THE REVIEWS OF THE PEOPLE WHO MADE A CLAIM AND DIDN'T GET ANY HELP.
Helpful Report
Posted 4 years ago
Despicable company. I called them regarding very inappropriate behaviour by a tradesman sent to remedy work that hadn’t been done properly a few months previously. I expressed my deep concern about his behaviour which left my partner extremely ill, they refused to take the matter seriously and chose to ignore my complaint. I would strongly advise against using this company, they have absolutely no regard for customers safety, in this case, a very poorly single mother.
Helpful Report
Posted 4 years ago
Stay away from this company, the advertising you see on TV is different to the service they provide, had a leak from upstairs into my living room, the plumber they sent didnt know where the leak was coming from,and left after 15 min's, but put in his report that the tank was leaking, which proved to be wrong (independent plumber), we were left with no hot water or heating for two days, save your money or use a different company, Richard.
Helpful Report
Posted 4 years ago
I kept seeing their advertisement on television. So l tried them for a quote and they were twice as expensive as other quotes I had received and they wanted £350 compulsory excess. What a joke claiming to be competitive. I won’t be bothering them again. Don’t waste your time , you can get insured for a fraction of their price and from reputable companies.
Helpful Report
Posted 4 years ago
Parked my car in an empty carpark, when I returned some building materials had fallen off a 6 story building and landed on my car. So not my fault. Firstly it took Direct Line to weeks to recover my car from London (where the incident happened) to Nottingham. Causing longer than necessary delays to the repair. Secound, our car is a 4x4, they gave us a tiny city car as a replacement meaning we had to cancel holidays as my family couldn't fit into it. Lastly I had to pay £500 excess when my car was finally repaired, even though the building company responsible for the damage admitted fault, plus having a police officer and a hotel manager as witness. I have emailed countless photos of the incident to direct line yet they seem to have no record of them. They also seem to have no record of the phone conversation that they had with the police officer that attended. I'm absolutely discussed with them. I have 2 vehicles insured with them at the moment, however when those policies end I will never use direct line again... I wouldn't even give them 1 star if it was an option.
Helpful Report
Posted 4 years ago
Direct Line offers premiums overpriced, and by the time you realize it and try to cancel the insurance they start to look for cancellation fees everywhere, never again Direct Line, different insurer company with even better breakdown cover and comprehensive instead of third party more than 60% less than Direct line... last time with that company in my life!! I'd give 0 stars if I could...
Helpful Report
Posted 4 years ago
If I could give not stars I would. I feel let down and ripped off by Direct Line Insurance. Got car insurance payed up in full for the year on the phone and the same the year after. After the hike the third year chose to look elsewhere, suddenly I am chased down for outstanding payments and by debt recovery service as they automatically renewed my insurance without my consent. I have attempted to put this right and now paid up as honestly, I cant take the hassle and stress of going through all of this. My partner has house insurance with Direct Line and is cancelling due my appalling experience. They will do their utmost to take your money but no customer care.
Helpful Report
Posted 4 years ago
Didn't even get a quote. I'm 50, Full no claims bonus, One speeding SP30, one old claim for key damage in a car park and I got a "sorry but on this occasion" message after 20 minutes inputting all my info. I'm also so sick of seeing their TV adverts.
Helpful Report
Posted 4 years ago
AVOID AT ALL COSTS HEY WILL TAKE YOUR MONEY BUT PAY OUT NOTHING WHATSOEVER CANT EVEN GET A 30.00 IRON YET THE DIRTY SCAMMERS TOOK ALMOST 900.00 OFF ME,, I AM FUMING AND WILL TAKE THIS AS FAR AS POSSIBLE, GIVE ME MY 900 BACK SCAMMERS ITS MY MONEY AND NOT YOURS ITS TO BENEFIT ME IF I NEED HELP AND NOT YOU
Helpful Report
Posted 4 years ago
As a small time landlord with only 4 flats based in the South East, I had switched over to Direct Line last in order to insure the contents for each flat. Their offer though slightly above market rate, did offer several additional benefits which were attractive and I decided to go with them. We have never claimed on our flat insurance since purchasing them four years ago. We have now just received their first renewal and they have put their prices up by 130%. Contacted their Customer Service Dept to ask for an explanation but they were of no help so will have to search out another company. It is about time that companies such as Direct Line understood that it costs considerably more to advertise and attract new customers than to hold on to existing clients. If they concentrated on this area and reduced their national TV advertising they would create better customer satisfaction and could very likely increase profitability. Direct Line you have just lost another customer.
Helpful Report
Posted 4 years ago
I logged in on the Direct Line website after a very long time and found written there that I have no Insurance,when infact I had Insurance for many years. 5 days ago , I cancelled my Home Insurance on the phone, and did a final payment also. Today received a letter demanding more payment. I have called them and the person said on the Computer records there is no payment from me since October . I told him I have a confirmed Bank Statement that payment has been done 5 days ago . The guy said he will check the phone recording and call me back today or tomorrow. Did not specify the time. Very strange criminal behaviour. Trying to steal money by sending fake letters and deliberately not updating the system. This is not a customer service ,but a con.
Helpful Report
Posted 4 years ago
Had accident recently, got my car (BMW M3) back couple days With cheaper tire on, not one recommended by BMW in the manual that I had on my car. This car requires high performance tires and direct line could not care less to save themselves £70. After 5 years I won’t be insuring with them again
Helpful Report
Posted 4 years ago
Avoid at any cost!!! I've been three years with them, my policy was increasing every year and after I've changed my address they were trying to double it. Thief's !!!! Had to pay extra fees to cancel this policy.
Helpful Report
Posted 4 years ago
They have no morals, they will do anything for money.
Helpful Report
Posted 4 years ago
Never use their nominated garage for repairs, I'm now sat with different colour bumpers to the rest of my car, all they say is the same old thing, sorry sir. Do not use them, just use your own local repair specialists, their bound to do a better job than the Mickey Mouse company of direct line.
Helpful Report
Posted 4 years ago
Direct Line's Engineer instructed their nominated garage undertaking insurance repairs on my car to retain the tow hitch (despite its being subject to impact loading and therefore a potential risk to public safety) and to retain one of the two rear bumper components (despite it having been subject to distortion). I was asked to arrange to collect my car after the garage had completed authorised repairs. I immediately raised my concerns about the tow hitch and excessive movement between the rear bumper components. It is shocking that Direct Line returned the car to me without the tow hitch being replaced (if the tow hitch were to fail in use, it could cause serious injury or even fatalities) and my concern is such that I have been unable to use my trailer since early August (it is now almost November). After several weeks of poor communication and astonishing incompetence by Direct Line during which time all discussions were by telephone, I realised that it would be necessary to ensure that a written record was kept so I raised a complaint and asked to proceed with written communications. Direct Line’s 'Case Handler' reviewed and accepted the issues I raised and asked me to arrange to take my car back for THEIR errors to be resolved. When I arrived at the garage as arranged, I was told that I would be unable to transport my dog (he was in my car with me) and the boot space of the courtesy car was too small for him in any case. The garage contacted Direct Line about a larger vehicle but this would not have been available the same day so my 50 mile return journey to the garage was wasted. Subsequently although Direct would make a larger vehicle available for me, they refused to accept the costs of undertaking a valet after use to meet the car hire return requirements. I fully understand that my insurance carries limitations for any 'at fault' claim but I cannot see how such limitations are applicable to works due to Direct Line's incompetence and negligence. Direct Line’s Claims Handler advised that I should log a claim with the car hire company; I saw this as being cynical obfuscation and highly unprofessional, so I raised a second complaint with Direct Line. Direct Line took a further week to make their decision not to uphold my complaint and it appears they consider that costs consequential to Direct Line's negligence are uninsured losses. Although Direct Line in their final decision did offer to cover the cost of vacuuming the car prior to return of the car provided that I pay, then negotiate several hoops to reclaim them. I consider this is inappropriate and derisory in view of the loss of use, expense, time, trouble and effort that I have experienced due to Direct Line's errors and incompetence. In light of the serious nature of my experience of Direct Line’s handling of my first (and only) claim with them in years of loyal renewals, I thought it would be helpful to contact Direct Line’s CEO (Penny James). It transpires that this was naive and it would appear their management are happy with the handling of my complaints.
Helpful Report
Posted 5 years ago
Got my automatic renewal for car insurance. Big increase on last year. Called them for better deal as a long time customer but got nothing. Looked around and found loads of companies offering better deal for the same cover. Saved £150.00. Awful service after being with them for years. Never again. My house Insurance is also with them but will change once current period is up.
Helpful Report
Posted 5 years ago
Direct Line is rated 1.5 based on 253 reviews