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Direct Line Reviews

1.5 Rating 239 Reviews

13 %

of reviewers recommend Direct Line

Company Reviews

1.5

Based on 239 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: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Directline have took over four years to tell me that they won’t be paying out on damage caused by a neighbours tree to my boundary wall because it is ongoing damage . It’s ongoing because it has been left for four years . Avoid this company at all cost , Directline complaints on Facebook seems I am not alone .”

Posted 1 year ago

“Direct line - Car was damaged in a hit and run, I provided a REG, CCTV, person address and pictures of the car outside their house and they said we do not have funding right now.”

Posted 1 year ago

“As a result of the experience I have had with direct line, I have lost total confidence in them, I would not recommend them at all, in fact I would say stay well clear of them not to be trusted!! Zero out of ten!!”

Posted 1 year ago

“Today I received email stating that you had sent my next year car cover insurance in the post. Great!! ***** I cancelled my car insurance with you weeks ago.***** Plus it sometimes takes three days before your employees answer the phone. Not impressed at all.”

Posted 1 year ago

“My car was stolen on Saturday morning and they wouldn't provide a hire car replacement until Monday. Hopeless. Not using them again”

Posted 1 year ago

“I've been trying to access my existing policy online, without success. I've tried their "contact us" telephone line and chat bot and was finally connected to someone after about 45 minutes of waiting on line. However, they were unable to solve the problem. I then wrote a letter to Ms Jasvinder Gakhal, the Managing Director (Motor), asking for help but have had no response. I strong advise everyone to avoid using Directline insurance.”

Posted 1 year ago

“Want to renew my motor insurance. I have now been waiting on phone for 24 minutes They say they will put thru when someone is free. If they were sincere they would have adequate staff is this good service ?”

Posted 1 year ago

“Customer service absolutely appalling. tried several times to get a schedule been lied to each time never had a claim god forbid if I ever had to with this company tried several other ways to contact them no response. promises to resolve never materialise. will not use these people again Harry Poskitt”

Posted 1 year ago

“Having terrible time with direct line after car driving into my van could not get hire vehicle from company .after arranging for van to be picked up the hire company did not get back to me so had to cancel,after rebooking van repair for a month later enough time to arange a hire van I could not get hold of hire company after phoning four times a day for a month had to cancel repair to van can’t get hold of direct line and companies they use are terrible after being with direct line for a few years now will definitely never recommend them will have to get van repaired myself great thanks direct line”

Posted 1 year ago

“Got an e mail today to say no longer willing to renew my car policy . Have had a claim from October last year and my partner had a claim from her own insurance (NHS ) for an accident , she is a named driver on my policy . Phoned Direct Line and they would not give a reason . Now with Admiral and no problem insuring me and partner ! Have house insurance with Direct and will be cancelling at renewal !”

Posted 1 year ago

“What went wrong was that I insured my house with you for 20 Years making no claim in all that time (Not cheap!!)and when a huge storm blew tyles off my roof you refused to pay on the grounds that roof was not maintained.. That can excuse any claim by an insured persson!! Don't trust this company. Many are cheaper and do not duck their reponsiblity.”

Posted 1 year ago

“Where is my refund? You owe me money and you are just being obstructive by blaming other departments. I have emails from you telling me what it is, so pay up.”

Posted 1 year ago

“Only gave one star as there was no option for none Liars cost me £450 plus 6 points and a huge insurance bill for the next year Sent me a letter saying I would be insured next year and I didn’t need to anything but declined to renew and did NOT inform me but denied this blaming postal strikes which were not even going on in September Taking this all the way as they are to blame 100%”

Posted 1 year ago

“They hardly warrant 1 star in my opinion. My vehicle was smashed by an idiot that is insured with Direct Line. I spend 2 days trying to get a hire vehicle sorted while the repairs sort my own smashed mess if a vehicle. Their procedures and processes in sorting anything are horrendous. I had to make a formal complaint about one off the many operators that I was shunted to. He was a nasty and rude prat.And talked over me most of the phone call. I received a phone the next day about this complaint and was told that a manager was listening in on the conversation and they won't be taking my complaint any further. Absolutely disgusting customer service and I will be making sure that I spread the word to anybody I know to steer clear of these idiots”

Posted 1 year ago

“I had been with direct line for car insurance for a year. No accidents, no claims at all. On 20th November at 7.10am I received an email with the following in large letters: We are not going to offer to renew your car insurance for your Mercedes E Class.' No explanation given in the body of the letter, no gentle introduction and a sorry comment only in the last sentence. I immediately phoned the company when they opened at 9.00am and was told that it was based on information from the DVLA. On Monday I phoned the DVLA and they told me that they had not sent a letter to any insurer. I phoned the company again and they just said that it was due to a problem with the driver or car and they wanted me to accept this and just go. Unsettled and annoyed by this attitude I refused to let this be without an explanation. How would I get further insurance if I had to say my insurer had refused to renew my cover? I put in a complaint and was phoned by a representative of DL the next day who said that the underwriters had reviewed cover and that my car and model was not going to be covered by them anymore. I said why did they not tell me that in the initial letter and word it less aggressively. He apologised but I feel this whole affair could have been avoided by the company thinking it out more before sending a curt and stark letter without any explanation which caused me dismay. Also that lying to me about the DVLA was totally unacceptable. Therefore I would advise against using this company for car insurance and when my home insurance cover becomes due in March will consider going elsewhere.”

Posted 1 year ago

“9 months since I have claimed for a small amount of wind damage on my property a roofing job which I am told should take 1 day has still not been completed . The scaffolding was put up 2 months ago workmen turned up with no materials so left saying they would have to get materials and come back.I have also not been compensated for work I had to arrange to be done myself despite direct line telling me to do this in February .Unable to contact them by phone this week ( as email is ignored)Unsure what else I can do now but ido know I will not be renewing with them.”

Posted 1 year ago

“I’ve been on hold for nearly an hour to make a change, no mention of this when I took the policy out this afternoon & I can’t make the change online so please don’t reply with that.. get more staff!!!!”

Posted 1 year ago

“Absolutely shocking from an insurance company trying to get to speak to someone nearly 2hrs , when I asked the question I needed answered put on hold for yet another 15 mins , also told them they need more staff to answer phones , they want everything done through a portal , but that doesn't work when your buying a new van and to switch the insurance over , I can only say when this policy is up I will be shopping about and I will read reviews before deciding”

Posted 1 year ago

“Hostile and unhelpful. After suffering smoke damage from a neighbouring house fire I spent over 30 minutes trying to ask a question. I was aggressively interrogated before being told that I needed to pay £250 excess. I wasn’t even trying to make a claim! I only wanted advice. They’ve been taking our money for years and when we needed help they abandoned us. We nearly burned to death. A grabbing, ghastly company. Avoid.”

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

Posted 1 year ago

“I have been a customer for 3 years with every year being an auto renewal.. Today I was stopped by traffic police telling me I had no insurance on my car I phoned direct line while in the back of the police car and was told that the auto renewal was cancelled for this year, I asked him why and he couldn't give me an answer. Yes I understand I should have checked the document but it had my renewal on and it had been auto renewed the past two years so I just went with it as that was that. I will never go with them again I now have a £300 fine and 6 points on my licence.”

Posted 1 year ago

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Direct Line is rated 1.5 based on 239 reviews