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

“Absolute disgrace! Trying to speak to someone in damages team to chase funds for a third party claim. being advised that he could not speak to me as it was on behalf of a third party and that I would need to email. No email address given or any direction whatsoever. I enquired why it would need to be via email as it was purely to chase funds as we had been advised previously that they would be doing so. Again, advised no. I asked for his name and he advised he was ending the call. Unbelievable!!!!! You advise you record all your calls and I sincerely hope you listen to this one.”

Posted 1 year ago

“Been on the phone 1 hour 20 mins now , still in a que they didn't take my DD for sept 22 , had a text saying "your card payment hasn't gone through for June 2022" (?) please call us ,, no fault of mine ,,,,,,, still waiting in the que !!! Pathetic avoid”

Posted 1 year ago

“I won't be using them again, very, very disappointed. Made the simple job of getting a windscreen replaced extremely difficult, forcing me to do 60 mile round trip as Direct Line wouldn't provide enough budget to use a local windscreen supplier. They did however offer to have car picked up and repaired, but unfortunately this did not include the cars return?!!! My policy wasn't the cheapest of quotes I had, but I thought I would use a company who used to be good. Windscreen repair will either cost me half a days work or £150 if I choose a local company myself. I thought insurance was supposed to cover you properly for things like this. Direct Line don't seem to care.”

Posted 1 year ago

“They stole money from account after automatically renewing a policy I didn’t want because the premium had gone up so much. They then refused to pay my money back when requested so they still have £700 of my money.”

Posted 1 year ago

“Took out house insurance with them. Had to make a claim due to a burst pipe.Terrible customer service, whole experience diabolical. Will never use them again”

Posted 1 year ago

“Appalling wait times (now been over 45 mins, still nothing). No easy way to cancel the policy online. They continue with auto-renew even after you've tried to turn it off online. Just dreadful. Avoid,”

Posted 1 year ago

“DirectLine quoted me £1815 with a £250 excess and zero extras,went on Comparethemarket and was quoted between £600 and £800 with a £100 excess and courtesy car. I wonder who I'll go with......?”

Posted 1 year ago

“I tried to renew my motor insurance online but without success. To receive an existing customer discount you must call them and then wait an interminable amount of time whilst being reminded ever 20 seconds or so that you can renew on line. This is an awful system and the company is rapidly going downhill - why?”

Posted 1 year ago

“I’ve been with Direct Line for car insurance for many years. I never had to make a claim, but they were always prompt on renewals etc, and given that they were cheaper on home insurance than my existing ones thought I’d make the switch (and their advertising was impressive, plumber turns up to fix the leaking tap while they’re still on the phone to the insurers etc). So they’re prompt at signing you on, but in our experience when it comes to making a claim the reality is utterly different. Their customer service has been the worst I’ve ever experienced (and I’m 69). We had a fire in our bedroom on June 20th – a mirror on the windowsill had reflected sunlight onto the curtains (very thick drape, like to have the room dark at night, not flimsy things) and set them alight. The fire spread up into the ceiling. Fortunately, and unusually, we were in the house at the time, and put it out, within minutes. As the fire had spread to the ceiling, we called the Fire Brigade, who said it would have taken hold in a few minutes and burned the place down, and we should really have just exited rather than trying to stop it. So there is still some damage. New curtains needed, new curtain rail, new carpet, replastering the ceiling, replacing an armchair and cushions, replacing panes of glass that cracked in the heat etc… Haven’t had a single response from Direct Line in nearly the two months of sending the claim in. Have spent hours on the phone with them (waiting for them to pick it up) and online with their virtual assistant. On two occasions when I managed to get through they said someone would be in touch within a couple of days, and nothing happened. On the third occasion, I got through on the phone after an hour waiting, got a claim reference, and was transferred to their loss adjuster, Sedgewick, who picked up the phone after another hour, and said somebody would definitely be in touch that day. That was a week ago. The bedroom is not uninhabitable for us. I realise it’s not a big issue, in that sense, in terms of house fires. Though I do miss sleeping without curtains. And there’s still the stink of charred furnishings – what are we meant to do with that, take them to the dump? Clear out the evidence of the fire? It just seems like if they never reply, most claimants are likely to give up. That’s their business philosophy. Because actually dealing with the claim would take vastly less time, all-round.”

Posted 1 year ago

“We made a claim nearly a month ago on the same day we had a fire in the bedroom (reflected sunlight from a mirror set the thick drape curtains alight). Curtains, carpet, cracked windows and furniture need replacing. It is habitable, but still charred and smelly. The Fire Brigade said if we hadn't been in the house and put it out in minutes the whole place would have burned down. We have had no acknowledgement from Direct Line. I've been in touch three times, online and on the phone (each time taking an hour or so) and was assured someone would be in touch within a couple of days. Today, the third time, after a couple of hours, got a claims number, and was redirected to the their loss adjuster, Sedgewick, who said someone would be back to us today. No news yet. Appalling service.”

Posted 1 year ago

“Phoned about a claim which was entered 13 months ago. Hit and run driver. I paid £1000 excess upfront and was told it would be paid back to me because it was the fault of the second person. Tried phoning them about this only to be cut off by them. Quick enough to take your money, but when it comes to a claim, they hang up on you. WOULD NEVER RECCOMEND THIS COMPANY TO EVEN MY WORST ENEMY. SHOCKING CUSTOMER RELATIONS..AVOID AVOID AVOID”

Posted 1 year ago

“Hung on phone for 1/2 hr and never got through. Tried to deal with it online but told to ring. Very poor non-service”

Posted 1 year ago

“Call centre times are really poor - 43 minutes then hung up. Unlikely to renew with them.”

Posted 1 year ago

“waiting 64mins... still no answer”

Posted 1 year ago

“Penny james?neilchurchil and team are you coming out of the hole to solve our problem or staying in the hole because I claim and will come out when peoples's policy renewal to grab poor peoples money shame on all of you and no guts to reply. well no matter how long ceo/management team hiding in the hole I will not let any of you to get my money and not doing anything about our gutter which damaged by storm/heavy wind. no way I shall let any of you to enjoy my money. the most corrupt/liar/cheater insurance I have come across. I claimed in April and now june and all of you still hiding in the hole no matter how long it take i willnot stopped until get the justice.the liar/deceiver Insurance .”

Posted 1 year ago

“If I could rate this company 0 it would not be low enough. I had been a customer for car insurance with them for three years with no claims and always paying the full year premium up front. I recently bought a new build house and rang them to change the address on my policy. I was told that my insurance would be cancelled immediately as they did not recognise the new postcode,despite this being registered and validated on the Post office database. The customer service was abysmal so I asked to speak to a manager who was equally unhelpful with a 'couldn't care less' attitude. At a time as stressful as moving house,I then had to start to find new car insurance. Absolutely pathetic and disgusting behaviour from Direct Line and they should be ashamed. I will never insure anything with them again.Fortunately I was able to arrange car insurance very easily with another company as many other insurance companies accepted the postcode. Wake up Direct Line!!”

Posted 1 year ago

“I spent over an hour trying to get my car policy account online, but it seems the new system they have doesn’t work. Also, they say I have to use a different email address as one is registered, but they say it can't be deleted from the system. Pretty sure they can’t hold onto my email address. I can’t access anything online it so I am left with them not being able to do anything. It’s a simple fix really but they say they can’t help and they take over 30 mins to get on the phone. Have three policy’s with them and I am going to cancel”

Posted 1 year ago

“Lady I spoke to today shamed me for drinking, asked me to call to call back after having a glass of wine, and did not assist in abuse from my partner when I tried to discuss. Totally disappointed, and actually made me want to have another glass of wine and rethink I should be with an abusive partner”

Posted 1 year ago

“Moved house & there computer system would not recognise address for car insurance so canceld my policy. But OK for house insurance.”

Posted 2 years ago

“On the phone for 25 minutes gave up in the end. Went on line as l wanted to change my car ......got an unmanned email then to say phone them for further details......I DON'T THINK SO RUBBISH COMPANY”

Posted 2 years ago

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Direct Line is rated 1.5 based on 237 reviews