“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,”
“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......?”
“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?”
“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.”
“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.”
“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”
“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 .”
“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!!”
“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”
“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”
“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”
“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.”
“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”
“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”
“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”
“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”
