Direct Line Reviews

Name: Direct Line
Rating: 1.54

1.5 Rating 272 Reviews

13 %

of reviewers recommend Direct Line

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1.5

Based on 272 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

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Direct Line 1 star review on 17th December 2024

David Onyett

Direct Line 1 star review on 19th October 2022

Mike

Direct Line 1 star review on 13th February 2021

Anonymous

Anonymous // 01/01/2019

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“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 year 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 year 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 year 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 1 year ago

“Worst car insurance company ever!”

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Posted 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year ago

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

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Posted 1 year 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.”

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Posted 1 year 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.”

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Posted 1 year ago

Direct Line is rated 1.5 based on 272 reviews