“They are very quick in getting the insurance premium, but when it comes to claim than you see the actual colours. Its been more than 3 months and I'm still trying to find out what is going with my car insurance claim.Have rang them numerous time and also email them but no response. Terrible customer service and claim handlers. Worst experience ever had with a insurance company, been with them for 3 years definitely not going again with them. Stay away.”
“After been a loyal customer they put my renewal up by nearly 250 pounds and nothing has changed. When ringing to discuss lady was rude and couldn’t care less. All she said was come back to us when you get a quote from someone else. She couldn’t understand I was wanting this so called cheap company (as they advertise) to give me a reasonable renewal quote. Don’t bother with them they don’t care about loyalty”
“I took landlord insurance with direct line and asked the customer service agent if home emergency cover was also included which he quickly said yes to. After that the worst experience started, asked them to repair boiler to a bulb to all of which they said no with strange excuses. The only time they said the customer service agreed, they put me on hold for hours until I gave up. Steer clear of this company.”
“I completed an on-line quote process, providing all my personal details - address, telephone number, age, driving licence details, car registration and type etc, etc only to be told at the very end that Direct Line wasn't able to provide me with a quote; NO explanation whatsoever as to what they didn't like about me - I have no driving or other offences, have not made any claims, have never been refused insurance, pay up front. So, having provided sufficient details for a scammer to open up bank accounts, seek loans and use my address for any criminal needs, I left Direct Line's website totally underwhelmed.”
“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 .”
“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.”
“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!!”
“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.”
“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.”
“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 ?”
“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”
“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”
“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 !”
“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.”
“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.”
“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%”
“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”
