Direct Line Reviews

Name: Direct Line
Rating: 1.52

1.5 Rating 240 Reviews

13 %

of reviewers recommend Direct Line

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1.5

Based on 240 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

Mike

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

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“Suicide causers, People are in jail for less. A license to thieve”

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Posted 2 years ago

“Absolutely appalling. Web portal doesn't register claims despite sending confirmation text. Impossible to speak to people on the phone, just being kept on hold for literally hours. Stay well away. Just about to cancel my policy. They are THAT BAD!”

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Posted 2 years ago

“My wife and I had been with Direct line for our car insurance for 9 years. We revived our renewal quotes some 3 weeks before expiry. The quotes invited me to telephone to renew.( I am not IT competent) I tried 3 times but gave up when the clock reached 40 minutes. I tried again the following day but experienced the same issue. I went to another provider and saved £230 in the process. I wrote a letter of complaint to their HO and received a response off the crib sheet that I would get a full response in 3 days. The full response was 2 lines long advising me to telephone them to discuss. I phoned and got through to someone after 26 minutes. The gentlemen to whom I spoke confirmed that he wanted to renew the policies. You couldn’t make it up. Absolutely appalling.”

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Posted 2 years ago

“Big policy increase. So Cancelled Automatic renew. Still received letter saying will renew. Had to cancel debit card to stop payment… Not good enough!!!!! Right arm doesn’t know what left arm is doing.”

Helpful Report

Posted 2 years ago

“Poor service!! A shopping trolley/cage hit my car back in March and its taken until now to get any where. No contact at all from direct line, constant phone calls to them, on hold for hours and poor customer service left me doing all the leg work.”

Helpful Report

Posted 2 years ago

“PURE GREED !!!! I’ve been with direct line for years and never had a claim on my home insurance, I changed address from a 2 bed flat to a 3 bed house (same postcode) only to see my monthly premium was £56. I went online and got a year’s building and contents insurance with Rias for under £80. I contacted direct line to cancel my policy to be informed it would cost me £72 to cancel the policy , nearly the whole of my years insurance with rias , disgusting greed that is uncalled for.”

Helpful Report

Posted 2 years ago

“Zero Ratings for Direct Line..Avoid This Insurance Company At All Cost. Experience another Escape Of Water during October (winter) Adverse Weather Conditions Which Affected the Old radiator pipes inside my home water flooded down from upstairs into the electrical wires switching off the electricity in the kitchen This Also affected the Boiler. No Heating. No Electricity making the kitchen Unsafe to use during the Pandemic. Direct line refuse to send Polygon refused to validate my claim instead...I was contacted by DL ( See You In Five) Syi5. Direct Line Personal Loss Adviser I was left with no kitchen, various calls from D L worker This Company appears to have a very clear strategy to delay and fustrate any claims. I have been waiting for nearly a year. Worse Insurance Company . Avoid Direct Line”

Helpful Report

Posted 2 years ago

“Absolute piece of rubbish company. Seriously quit the hyped up ads. I had cancelled car insurance on my 2nd car with a different insurance company and so these idiots decided I cannot continue to be insured with them on my 1st car (existing insurance) because they saw I had cancelled insurance elsewhere which has nothing to do with them or the vehicle that was insured with them. Stay away from these people.. don’t let the ads suck you in !”

Helpful Report

Posted 2 years ago

“Absolute rip off merchant!! Every insurance I’ve had with them, car, pet and home they’ve scammed be out of an extra months money!! They always have a reason or excuse!! Will never use them again!!”

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Posted 2 years ago

“Do not be fooled to purchase a van… Do not be fooled to purchase a van insurance from them, they are thieves if it haven’t happens to get involved in an accident that is not your fault and you getting bankruptcy do to the damages that was not you fault, they want help you at all. My policy 700756811 and the accident was on 17th of June 2021 a stolen car getting followed by the police, hit a car in front and then hits my car. When I called direct line they don’t care, they simply take the money nice adverts promise the world and in the end you get thrown in the bin, if you ever needed a help from them”

Helpful Report

Posted 2 years ago

“FRAUD. I have incontrovertible evidence that Direct line have committed fraud by devaluing a claim. In a response to a complaint dated the 30th of April I was offered a sum of money in full and final settlement of a claim, Direct line were at all times aware that further damage had been reported by me and their own contractors polygon, Direct Line have refused to acknowledge this damage, and refused information under subject access. The fact they have deliberately, knowingly and wilfully devalued the claim is contrary to the fraud act 2006 (section 2) 1) A person is in breach of this section if he— (a) dishonestly makes a false representation, and (b) intends, by making the representation— (i) to make a gain for himself or another, or (ii) to cause loss to another or to expose another to a risk of loss.”

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Posted 2 years ago

“Direct Line Home Insurance Plus Plus !! My drainage system ceased to function due to exteneive visible tree root ingress. The first survey from THEIR appointed expert surveyor said valid d claim. Two weeks later they sent another surveyor who said no valid claim... Guess what....refused to honour claim. Took six weeks to get a copy of the first claim. Their loss adjuster was one of the most devious and dishonest . Her initial pasting of the first report left out the conclusion "valid claim"....unbelievable. DL' s CEO found she had done nothing wrong...some corporate culture .... AVOID AVOID.”

Helpful Report

Posted 2 years ago

“You can never get to talk to anyone at direct line, I would not use this company to insure anything. Once they have your money that all they are interested in. Try AA or Admiral.”

Helpful Report

Posted 3 years ago

“Your location Direct Line 14-18 Cadogan St, Glasgow G2 6QN Insurance agency Big Al 45 points 4 minutes ago My car was scratched when I was having a meal. I asked "DIRECT LINE" for advice and they said I would be cheaper repairing it myself. I just renewed my insurance and my price has increased by £220 as "DIRECT LINE" said I made a claim! No I didn't I repaired it myself out my own bank. "BOYCOTT DIRECT LINE" I am going to continually post this on all review sites I can find. "DIRECT LINE" crooks don't go near: Professionalism, Quality, Responsiveness, Value My car was scratched when I was having a meal. I asked "DIRECT LINE" for advice and they said I would be cheaper repairing it myself. I just renewed my insurance and my price has increased by £220 as "DIRECT LINE" said I made a claim! No I didn't I repaired it myself out my own bank. "BOYCOTT DIRECT LINE" I am going to continually post this on all review sites I can find. "DIRECT LINE" crooks don't go near 1 : Professionalism, Quality, Responsiveness, Value My car was scratched when I was having a meal. I asked "DIRECT LINE" for advice and they said I would be cheaper repairing it myself. I just renewed my insurance and my price has increased by £220 as "DIRECT LINE" said I made a claim! No I didn't I repaired it myself out my own bank. "BOYCOTT DIRECT LINE" I am going to continually post this on all review sites I can find. "DIRECT LINE" crooks don't go near 1”

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Posted 3 years ago

“Direct Line insured my builder who negligently destroyed my house. DL refused to speak to us for 6 months while they tried to find a way not to pay this large claim. They sent us an email telling us not to make fraudulent claims. Then after 6 months they sent us another email saying they had cancelled the builder’s insurance, which he had being paying for, and refused to tell us why. Apparently he had a couple of ccjs for parking tickets which he did not know about. I am now £250,000 out of pocket! Absolute heartless crooks in my view. Would never go near them again!!!!”

Helpful Report

Posted 3 years ago

“Avoid at all costs. Dishonest and unreliable. I have now been stuck in a loop for 3 months trying to claim for valid medical expenses whilst abroad. They never call back, even when promised. I spent £800+ on insurance with them, hoping for a provider that I could trust. This is NOT the case. They will look for ANY reason to turn it down, even if their staff admit it's unfair. DO NOT BUY. Go elsewhere - you'll only know when you try and claim how dishonest Direct Line are.”

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Posted 3 years ago

“I called to cancel renewal, this was obviously not acted on. I then received letters telling me that I owed money. I then went on site to talk to “virtual “ agent who is clearly programmed. It just advised I call CS which 🤔 I had done!! Hopeless”

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Posted 3 years ago

“One of direct line tricks Cell you policy And then send you letter one week later saying sorry we count cover this that and 1 or 2 other things .onec you paid for your policy they got your money I would never trust them again”

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Posted 3 years ago

“If you want life insuance with this compnay make sure you dont have a disability. I tried to get £100000 cover to ensure that my baby daughter's future was secure if god forbid I was to die before she was 18 and becasue I have epilepsy they refused to give me cover. So much for equal oppertunities and non discriminate.”

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Posted 3 years ago

“Moved to Direct Line from a previous provider of some 15 years, as looked like a good deal -UNTIL called upon to step up! I suffered a boiler breakdown 2 days ago, just as temperatures began to dip into -0c overnight again. Read my home insurance policy to confirm that I was covered for: - • any controls forming part of the boiler • the programmer, central heating pump, hot water cylinder, room thermostat and radiators. Great I thought, so I called the claim line - to be advised that Direct Line only provide cover for certain boiler types, ie, Gas Boilers - and that cover does not extend to Oil Fired Boilers - OK (found this in the cover booklet). BUT, what has really annoyed me is that the part that failed on my Oil Fired Boiler (the Programmer), is exactly the same part that is fitted to the Gas version of this model of boiler!! Absolutely no room for discussion - just a straightforward, sorry, but tough! Up for renewal next month, and will certainly not be hanging around!”

Helpful Report

Posted 3 years ago

Direct Line is rated 1.5 based on 240 reviews