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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

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“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 2 years 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

“My automated car renewal didn't work and I was asked to phone in. i tried to pay on line but again I was asked to phone in. After 2 hours nobody ever answers the phone.”

Posted 2 years ago

“Don't be fooled that directline are the cheapest or best insurance for vans . I had a renewal letter informing me that my van premium was increasing from £158 upto £262 , rang them for them to tell me that they where 100% confident that was the best price I could get only for me to go onto a comparison site and get it with Lloyd's bank for almost £100 CHEAPER . So much for customer loyalty after using then for 15 yrs they can take a running jump”

Posted 2 years ago

“Do not use direct line. They left my pregnant wife with twins with no vehicle and still have not paid out for loss of my vehicle. Please i am begging you do not use direct line they are useless and rude”

Posted 2 years ago

“Helpful but to there own ends. Would not recommend to friends”

Posted 2 years ago

“if i could give this company zero stars i would , i took a insurance out with them and left a £53 deposit, after 5 days i decided to cancel under the 14 day cooling of period, they kept my £53 plus another £27 charge for 5 days insurance. i would not reccomend this company to anyone, they dont listen to your concerns they are only interested in taking your money, Stay Well Clear”

Posted 2 years ago

“Waiting on the telephone currently one hour and 20 mins for help to update my home insurance. Usually customer service is fabulous but this is beyond a joke. Tried to view my policy on line but did not recognise my policy number and postcode. I’ve had both my home car insurance with them for 10 years+, definitely time for a change if this is how they treat loyal customers”

Posted 2 years ago

“I spent an hour trying to renew my car insurance but nothing will work because the website does not recognise the the new policy number only the old one and speaking to the people to try and renew the policy they said they could not renew with the new policy number and some other department dealt with new policy numbers. What a complete Shambles And it took me over an hour to take out Travel Insurance this week and that system seems chaotic as well”

Posted 2 years ago

“I recently had to make on my home insurance with Direct Line . My wife accidentally dropped a drinking glass on our induction hob and broke the glass late evening. In the morning I phoned the manufacture for advice who said you can replace the glass with would cost £500 or a like for like replacement would be £329 . I went online and I could order one to be delivered next morning for £349 with express delivery we I did . I then phoned Direct Line and went through a lengthy phone call and after about 25 minutes had to pay them £100 excess there and then and was told a company called Davies would phone me in the next 4 hours . They never did so I phoned them , they asked me to send the receipt so I emailed it to them . Thinking this would be a straight forward claim they would send the payment of £349 having already paid £100 access , no when I phoned them back they said the claim payment was £297, £52 short , not going to pay for delivery and cheaper model not the like for like one . I then spoke to a line manager who said I understand what you are saying but we would sent an engineer round with a induction hob took the old one out and installed a new one which they agreed would have cost about £600 plus , also the new one was thicker so didn’t fit correctly so I had to count some cupboard down which took about 1 hour so more expense for direct line . So I think I have saved Direct Line over £300 but they still wouldn’t pay me for the post and like for like payment. So taken into account I would be paying more next year when my policy was renewed as I had made a claim I cancelled the claim and information Direct Line I would not be renewing my home insurance with them because I don’t trust them to be insured with them and all this advertising they do is false selling . I will never insure anything house , car with Direct Line again and advise everyone to do the same .”

Posted 2 years ago

“Direct Line are a joke. Their customer service is shocking , I would rather pay more and go elsewhere. But on the plus side I found a cheaper quote that direct line so happy days. Avoid this place people . They will never answer the phone to you even if your life depended on it”

Posted 2 years ago

“After 10 years of being a customer they are more than double the cost of the next highest insurance. Tried to cancel and they tried to charge me to leave when I hadn’t even renewed. Would never give them a penny of my money again”

Posted 2 years ago

“They offered cover on my Range Rover, then took my money, then told me shortly after that they now couldn't insure it fully comp anymore, so I cancelled cover, and they had the cheek to charge me a huge handling fee. They never respond to written instruction, instead making clients listen to hours of their holding music on the phone. When you do get through the staff simply lie. They are not a nice Company and apply "sharp" business practices, especially when you try to cancel insurance cover. I have had to block them on my card. I cannot suggest anyone does any business with them, they are very nasty. They do not have any email addresses one can use, - strange for a company that seems happy to use email and texting to fire information at you, but will not accept anything back.”

Posted 2 years ago

“2 years with these jokers, never made one claim. Their prices are NOT the most competitive at all. The do not appreciate or reward customer loyalty.”

Posted 2 years ago

“I do NOT recommend anyone insure their car with Direct Line. It's been over a month now that I have been trying to cancel my policy with them to no avail; frustratingly appalling 'support' and hours and hours of my time wasted. My policy is up for autorenewal, but I don't want to renew as I have taken my car off the road for several months while I am out of the country. I rang them. Queued over 30 minutes. The agent I eventually spoke to tried to persuade me not to cancel my renewal, but to 'freeze' the policy by continuing to pay and later receiving a refund when I put the car back on the road. I said I would prefer to cancel the renewal. He hung up on me. So I tried to set up a 'My account' online, but it would not progress my info. So I tried to cancel the autorenewal online via their website, but the online form would not let me past step one (of 5). It kept saying I must answer all fields at step one, which I had... so I could not request to cancel the renewal that way. So, I tried their chat bot. Simply told me that to cancel the autorenewal for my policy I would have to telephone an agent. I tried on the number given, but the recorded message said they had closed the lines as it was a bank holiday, despite online it states they are open Mon to Fri 8am to 11pm with no mention of bank holiday closures. I honestly believe Direct Line deliberately make it difficult/ impossible to get out of renewing your car insurance with them... probably so they can clobber you for a cancellation charge, or charge you for the remaining months of cover on the contract... if you can even speak to anyone! I will NEVER use them again once I have successfully exercised my consumer right to cancel the car insurance 'service' with them... and I WILL cancel, even if I end up going through the financial ombudsman service.”

Posted 2 years ago

“I have Direct Line Home Insurance. Had a plumbing emergency on Christmas Day. Called Direct Line. They couldn't help, and gave me a number of a local plumber. Who didn't answer. So I had to find my own emergency plumber at GREAT expense. Very misleading advertising. They are a total SCAM.”

Posted 2 years ago

“AVOID too expensive and they renew your insurance without asking or offering a new quote. If you complain to them about this they charge you a fee and say you need to prove you don’t need their insurance !!!. Gave 1 star because can’t give less. Would never use again.”

Posted 2 years ago

“Direct line telematics car insurance is awful, I have been driving with this car insurance for a year and I realised, doesn't matter where I drive all the roads are dangerous therefore affecting my score, furthermore any time I would be driving was considered to be dangerous and guess what, it was also affecting my score. At the end of the year they increased the price by x3 and I had to give up on this absolute abomination of a company. Now lets forget about the telematics for a second, the customer service was awful, I had a claim and I was bullied by the company, they didn't even bother investigate the matter and just shouted at me for trying to explain the situation and why I was making the claim, really ignorant and sad people. I hope none of you will ever deal with this company, it is not worth your nerves and time, just look for something else, perhaps more expensive but at least you know that you will be treated as a human being.”

Posted 2 years ago

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Direct Line is rated 1.5 based on 239 reviews