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Direct Line Reviews

1.5 Rating 241 Reviews

12 %

of reviewers recommend Direct Line

Company Reviews

1.5

Based on 241 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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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Didn't even get a quote. I'm 50, Full no claims bonus, One speeding SP30, one old claim for key damage in a car park and I got a "sorry but on this occasion" message after 20 minutes inputting all my info. I'm also so sick of seeing their TV adverts.”

Posted 4 years ago

“AVOID AT ALL COSTS HEY WILL TAKE YOUR MONEY BUT PAY OUT NOTHING WHATSOEVER CANT EVEN GET A 30.00 IRON YET THE DIRTY SCAMMERS TOOK ALMOST 900.00 OFF ME,, I AM FUMING AND WILL TAKE THIS AS FAR AS POSSIBLE, GIVE ME MY 900 BACK SCAMMERS ITS MY MONEY AND NOT YOURS ITS TO BENEFIT ME IF I NEED HELP AND NOT YOU”

Posted 4 years ago

“As a small time landlord with only 4 flats based in the South East, I had switched over to Direct Line last in order to insure the contents for each flat. Their offer though slightly above market rate, did offer several additional benefits which were attractive and I decided to go with them. We have never claimed on our flat insurance since purchasing them four years ago. We have now just received their first renewal and they have put their prices up by 130%. Contacted their Customer Service Dept to ask for an explanation but they were of no help so will have to search out another company. It is about time that companies such as Direct Line understood that it costs considerably more to advertise and attract new customers than to hold on to existing clients. If they concentrated on this area and reduced their national TV advertising they would create better customer satisfaction and could very likely increase profitability. Direct Line you have just lost another customer.”

Posted 4 years ago

“I logged in on the Direct Line website after a very long time and found written there that I have no Insurance,when infact I had Insurance for many years. 5 days ago , I cancelled my Home Insurance on the phone, and did a final payment also. Today received a letter demanding more payment. I have called them and the person said on the Computer records there is no payment from me since October . I told him I have a confirmed Bank Statement that payment has been done 5 days ago . The guy said he will check the phone recording and call me back today or tomorrow. Did not specify the time. Very strange criminal behaviour. Trying to steal money by sending fake letters and deliberately not updating the system. This is not a customer service ,but a con.”

Posted 4 years ago

“Had accident recently, got my car (BMW M3) back couple days With cheaper tire on, not one recommended by BMW in the manual that I had on my car. This car requires high performance tires and direct line could not care less to save themselves £70. After 5 years I won’t be insuring with them again”

Posted 4 years ago

“Avoid at any cost!!! I've been three years with them, my policy was increasing every year and after I've changed my address they were trying to double it. Thief's !!!! Had to pay extra fees to cancel this policy.”

Posted 4 years ago

“They have no morals, they will do anything for money.”

Posted 4 years ago

“Never use their nominated garage for repairs, I'm now sat with different colour bumpers to the rest of my car, all they say is the same old thing, sorry sir. Do not use them, just use your own local repair specialists, their bound to do a better job than the Mickey Mouse company of direct line.”

Posted 4 years ago

“Direct Line's Engineer instructed their nominated garage undertaking insurance repairs on my car to retain the tow hitch (despite its being subject to impact loading and therefore a potential risk to public safety) and to retain one of the two rear bumper components (despite it having been subject to distortion). I was asked to arrange to collect my car after the garage had completed authorised repairs. I immediately raised my concerns about the tow hitch and excessive movement between the rear bumper components. It is shocking that Direct Line returned the car to me without the tow hitch being replaced (if the tow hitch were to fail in use, it could cause serious injury or even fatalities) and my concern is such that I have been unable to use my trailer since early August (it is now almost November). After several weeks of poor communication and astonishing incompetence by Direct Line during which time all discussions were by telephone, I realised that it would be necessary to ensure that a written record was kept so I raised a complaint and asked to proceed with written communications. Direct Line’s 'Case Handler' reviewed and accepted the issues I raised and asked me to arrange to take my car back for THEIR errors to be resolved. When I arrived at the garage as arranged, I was told that I would be unable to transport my dog (he was in my car with me) and the boot space of the courtesy car was too small for him in any case. The garage contacted Direct Line about a larger vehicle but this would not have been available the same day so my 50 mile return journey to the garage was wasted. Subsequently although Direct would make a larger vehicle available for me, they refused to accept the costs of undertaking a valet after use to meet the car hire return requirements. I fully understand that my insurance carries limitations for any 'at fault' claim but I cannot see how such limitations are applicable to works due to Direct Line's incompetence and negligence. Direct Line’s Claims Handler advised that I should log a claim with the car hire company; I saw this as being cynical obfuscation and highly unprofessional, so I raised a second complaint with Direct Line. Direct Line took a further week to make their decision not to uphold my complaint and it appears they consider that costs consequential to Direct Line's negligence are uninsured losses. Although Direct Line in their final decision did offer to cover the cost of vacuuming the car prior to return of the car provided that I pay, then negotiate several hoops to reclaim them. I consider this is inappropriate and derisory in view of the loss of use, expense, time, trouble and effort that I have experienced due to Direct Line's errors and incompetence. In light of the serious nature of my experience of Direct Line’s handling of my first (and only) claim with them in years of loyal renewals, I thought it would be helpful to contact Direct Line’s CEO (Penny James). It transpires that this was naive and it would appear their management are happy with the handling of my complaints.”

Posted 4 years ago

“Got my automatic renewal for car insurance. Big increase on last year. Called them for better deal as a long time customer but got nothing. Looked around and found loads of companies offering better deal for the same cover. Saved £150.00. Awful service after being with them for years. Never again. My house Insurance is also with them but will change once current period is up.”

Posted 4 years ago

“If you’re looking for an insurance company where they charge you for any reason ( changing your address ) and make your premium higher than ever regardless of keeping your car in a garage or on the middle of the road then here you go, DIRECT LIKE INSURANCE 👎👎👎👎👎”

Posted 4 years ago

“My policy increased fro around £330 To £630 in 2 years. Direct line could not and didn't want to justify this increase and only offered a small reduction. No loyalty and I have now found another quote for £326.00 . Make sure you shop around. Remove your automatic renewal to avoid being ripped off.”

Posted 4 years ago

“Made a motor claim 3 weeks ago, after waiting nearly 2 weeks was told the car was a 'write off' although didn't look that bad to me and was offered a settlement just over half the amount I paid for the vehicle 3 months earlier which was nowhere near the market value. You don't have a dedicated claims handler so I ring the call centre, they have to raise a dispute. When I said I would get my own quote for the repairs, I was told the engine would have been damaged and they couldn't guarantee the safety of the car, even though I drove it home after the accident and all this looking at 21 photos! The process is far too slow and they don't seem to be proactive, it's just another claim to them. Really disappointed. I won't be using them again.”

Posted 4 years ago

“EASY TO GET INSURANCE - BUT BEWARE IF YOU WANT TO MAKE A CLAIM There are lots of very nice reviews on here about how easy it is to get Direct Line insurance - but beware if you are ever going to make a claim. We are in the process of going through a claim for our shower room at the moment. Direct Line are trying to get me to agree for them to pay to replace only two rows of tiles in a room that is fully tiled floor and walls even though the policy agrees that they would/could pay for 50% of the cost of new tiles if the tiles cannot be replaced or will be damaged. I have told them that I cannot buy the tiles again (they are 8 years old) and the person who owns the company that I hope will do the work has also told them that the tiles cannot be replaced and that he cannot do the work without taking the vanity unit and toilet out which will also damage other tiles. I also have other issues with this claim. I have complained and the issue has been escalated to the department that deals with complaints - however, they give themselves EIGHT weeks to come back to you. They may well take less time, and they may well not. Some years ago we had a flood at the house - we were also covered by Direct Line and I cannot tell you how difficult it was to deal with them over this claim at a time when my home had no ceilings and a lot of water damage. I am not in the habit of making insurance claims over the many years I have had home and building insurance but if you pay a large amount of money every year in case you need to make a claim then the expectation is that they would be there for you. Of course they want to pay out as little as possible, but in this case it does not make any sense. Dealing with the claims department has been the most upsetting, stressful and horrible experience so far. I don't expect that their complaints department is going to be any different. I can of course go to the ombudsman if I do not like the outcome, which will again take a lot of time. I do wonder if the people on the end of the phone and Direct Line themselves have any idea, or even care, about their customers. I can't really think they do, this is just about money”

Posted 4 years ago

“EASY TO GET INSURANCE - BUT BEWARE IF YOU WANT TO MAKE A CLAIM There are lots of very nice reviews on here and TrustPilot about how easy it is to get Direct Line insurance - but beware if you are ever going to make a claim. We are in the process of going through a claim for our shower room at the moment. Direct Line are trying to get me to agree for them to pay to replace only two rows of tiles in a room that is fully tiled floor and walls even though the policy agrees that they would/could pay for 50% of the cost of new tiles if the tiles cannot be replaced or will be damaged. I have told them that I cannot buy the tiles again (they are 8 years old) and the person who owns the company that I hope will do the work has also told them that the tiles cannot be replaced and that he cannot do the work without taking the vanity unit and toilet out which will also damage other tiles. I also have other issues with this claim. I have complained and the issue has been escalated to the department that deals with complaints - however, they give themselves EIGHT weeks to come back to you. They may well take less time, and they may well not. Some years ago we had a flood at the house - we were also covered by Direct Line and I cannot tell you how difficult it was to deal with them over this claim at a time when my home had no ceilings and a lot of water damage. I am not in the habit of making insurance claims over the many years I have had home and building insurance but if you pay a large amount of money every year in case you need to make a claim then the expectation is that they would be there for you. Of course they want to pay out as little as possible, but in this case it does not make any sense. Dealing with the claims department has been the most upsetting, stressful and horrible experience so far. I don't expect that their complaints department is going to be any different. I can of course go to the ombudsman if I do not like the outcome, which will again take a lot of time. I do wonder if the people on the end of the phone and Direct Line themselves have any idea, or even care, about their customers. I can't really think they do, this is just about money”

Posted 4 years ago

“Still awaiting refund”

Posted 4 years ago

“Was told that I would get a refund in 10 days... Called after 10 days was told that it would be another 14 days as they are busy working it out...ha ha absolutely BS”

Posted 4 years ago

“My home was burgled on 3rd June 2019, eleven weeks later and I am still waiting for my claim to be settled. I now have a problem, my home insurance is due for renewal on 1st September, the company has added so many endorsements to my policy that I fear that my home may not be covered if I need to claim again, furthermore, I am unable to obtain insurance elsewhere as I have an ongoing claim. I can liken this experience to being knocked down by a car and bashed over the head by the ambulance crew sent to help me. Don’t trust this company.”

Posted 4 years ago

“Please don't trust them once you've taken the policy out they will send you a letter saying that they had to change it knowing most people can't be bothered but I will never forget and I would never go with DirectLine ever again be careful with this company”

Posted 4 years ago

“my 80 year old mother insured with this company for her business. The garage and surrounding walls collapsed at the property due to heavy rain and wind storm damage. Lee duggan tried to fob me off on the phone saying we where not covered and then changed his mind and accepted the claim. This must be the first call reject the claim he also said they did not have inusrance accessors. When I threatened the ombudsman and county court and asked for his superior he then said he would send someone out. He waanted me to get a contractor to right a report top say he was wrong and I was right. Do not insure with this company they are the worst insurance company I have ever dealt with you have been warned!!!!!”

Posted 4 years ago

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Direct Line is rated 1.5 based on 241 reviews