Direct Line Reviews

Name: Direct Line
Rating: 1.54

1.5 Rating 269 Reviews

13 %

of reviewers recommend Direct Line

Company Reviews

Questions

Metrics

1.5

Based on 269 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

Visit Website

Write Your review

Tell us how Direct Line made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Direct Line 1 star review on 17th December 2024

David Onyett

Direct Line 1 star review on 19th October 2022

Mike

Direct Line 1 star review on 13th February 2021

Anonymous

Anonymous // 01/01/2019

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

“WOW SO MY REVIEW HAS BEEN REPORTED on trustpilot BY DIRECT LINE BECAUSE I AM TELLING THE TRUTH AND THEY CAN NOT ACCEPT, WELL I HAVE ALL THE CALL RECORDED AS WELL SO #Direct Line do not worry i can prove what i wrote, Had accident and it was my fault, no 3rd party involved, i was asked to give statement and evidence which i did, i request my car should be repaired on my own choice of garage but they refusing to send instruction to my garage and offer me to take my car on my own expensive and ask the garage to give estimate, even DL know that they have to instruct the garage first but refusing it. now they refusing to give me hire car and refusing to instruct my garage and the case handler(Jennie) told that if i called or complaint that should be directed to her, she said that i am not allowed to speak to anyone apart from her even she lied and gave me wrong information, now she is bulling me saying that under which law it says that no one can go though my belonging without my consent. I made complaint and that complaint went to her to investigate and she will not stop bullying me until the claim is settle but at later DL might compensate me. She knows what she is doing is wrong but she can not say it and she has been pushed by someone in DL to do that such as, not give me hire car, not send instruction to the garage to repair the car, give me wrong information, let the garage to go through my belonging, delay the claim, refused to speak to someone els, etc. Even if i call to ask for DL t&c my call will be transfer to her and then her words are their t&c. Basically she has to tell me who i can speak to and who i can not, she has to decide what i can have and what i can not. For now i can not speak or complaint to anyone and i can not have anything. I have comprehensive insurance with DL from 5 years, paid guarantee hire plus, Under their t&c says if i choice to repair my car with my own choice of garage i will have hire car for 21 days, she refused to send the instruction to my garage until now and she saying that i had my car for 21 days because i chose to use my own garage so now still she will not send instruction to the garage and she will not give me hire car. Better stay away from this company and it will be my last year with them even i paid yearly”

Helpful Report

Posted 4 years ago

“Dont believe what they tell you on TV! They will try every way not to pay out. My boiler has broken down, which I ended up with a £1600 bill that Direct Line didnt want to pay, as the water was merky in the boiler! They blamed that on a split Pressure Vessel! So Ive gone back to Towergate Insurance! So pleased I didnt move the rest of my portfolio over to DL!!! Stay well away!”

Helpful Report

Posted 5 years ago

“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.”

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.”

Helpful Report

Posted 4 years ago

“Disgusting insurance company have been with them for 28 years only made one small claim before. Had persistent rain fall for days had my boiler pour with water ceiling and electrics also damaged. Was told by arrogant adviser that we were not covered because they classed it as not a storm.Also have no hot water or heating for over two weeks. Direct line told us we have to pay for all works ourselves saying we were wrongly covered whilst happily taking our money each month .We are definitely moving companies also we would never recommend this company to anyone. So upset and struggling these things always seem to happen at already difficult times.”

Helpful Report

Posted 4 years ago

“Told on Monday l would receive £1200 for my car £950 paid into my account the next day.No correspondence from them to say why. No contact from them regarding my injuries No updates from claims department. Never again”

Helpful Report

Posted 5 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.”

Helpful Report

Posted 5 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”

Helpful Report

Posted 5 years ago

“I hope no one ever has to claim via Direct Line as they have been extremely poor in their level of service. I will start with the good parts first. Sadly I was involved in a car accident in May 2024 whereby the other party was in the right hand lane of a multi lane road and I went from my parked position moving partially into the left lane. Before I had fully moved out, the other vehicle cut across my path from the right lane with no indicators on forcing me to slam my brakes on and resulted in a crash and extensive damage to the right front hand side of my bumper. I called Direct Line and reported everything within 30 minutes - this part went fine. The courtesy car company Auxillis were fantastic too as they arranged a courtesy car within 24hrs. That is where the good part ends. The claim itself has been a nightmare to deal with from start to finish. The other party claimed I pulled out and hit their car. They didn't recall (conveniently) any parts of lane switching and causing the situation that occurred. The other party alleged to have CCTV footage which never materialised and Direct Line unbelievably were willing to settle WITHOUT any effort from their part to ask any shops for CCTV footage (which would have taken them 20 minutes of calls to do so). I took it upon MYSELF to (despite being injured post whiplash) go (in person) to every shop on both sides of the road to obtain some footage. I finally found some. I will get to the rest later. Anyway in the interim my vehicle got taken in for repair and the first time it got taken in by their chosen company DLG repairs they managed to lose one of the arms that holds up my boot flap (which obviously they denied touching) and also fitted my car with a replica bumper which started falling off within a week. To rub salt in the wound they then had the cheek to as me to drop by in person with my car to get it repaired even though it was their error (bearing in mind I was still recovering from whiplash!). In the end after making me wait close to a month they came and carried out the repair. But the second time it came back all the lights had stopped working. I couldn't BELIEVE it. I had the vehicle fully serviced prior so I know everything was in full working order prior to them taking it in. They again asked if I could take it to them. I was stunned. I had to pay a local garage to fix in the end. DLG and Direct Line reimbursed me a small fee for their atrocious handling of the whole situation. Anyway... here is the icing on the cake. After over 3 months of going back and forth with the third party company taking over one month to reply at a time, Direct Line FINALLY review the footage and their handlers decide I am 100% AT FAULT even though I supplied them with the footage to prove my innocence. I am in utter disbelief. I really hope none of you have to go through what I have been through. I had been a customer of theirs for many years and really disappointed with the way they have dealt with everything. A reputable company name should reflect excellent service all around. Sadly they fell short in sooo many areas and I hope they read this and re-train all their staff and car claims service as a whole, as it has been beyond a joke.”

Helpful Report

Posted 10 months ago

“Quoted nearly £1000 for my car, loads of others will insure it for £350. What a joke company.”

Helpful Report

Posted 11 months ago

“DO NOT USE!!! Absolutely awful "insurer" (if that's what they call themselves) honestly, I would encourage everyone to avoid and find cover elsewhere. There promises and statements etc regarding being reliable and trustworthy are incredibly false. I cant go into to much detail for legal reasons but believe me when I say "STEER CLEAR!" if I can get just a few hundred people to avoid it's worth it.”

Helpful Report

Posted 1 year ago

“Not even one star, Be aware, been with them for many years, water escaped through my shower box to my kitchen ceiling and damaged it, got in touch with them so they send plumber from sos which told me to let the insurance know and my insurance will look after it but after two weeks waiting i phoned them and they denied it and the plumber advice. Not even once they phoned me or send me any report from plumber. It is been going on for 3 months and not even once they got in touch with me. Every time i phoned them, they say, will get back to me. Don't Waste your money on them find decent one. The customer service are very rude too.”

Helpful Report

Posted 1 year ago

“Non existing customer service when you have to make a claim they do nothing you have to liase with the repair company the hire company you do everything they do nothing. I'm a motability customer left without a car as they want disabled customers to collect curtesy cars and then want to give you a small car that you are unable to get in and out of they then have no intention of returning your exess until you ask for it. Made a complaint 3 weeks ago still haven't received an acknowledgement appalling company.”

Helpful Report

Posted 1 year ago

“Been with direct line for 6 years always had amazing service. I got my. Renewal price. For car insurance And it was the most expensive Price I ever had. They Wasn't happy to reduced it. . Really disappointed With them. So sad to leave them but given me no option Also got my house insurance. With them. Which I will be changing to. They are not loyal any more. To valued customers always had. A trusting. Reliable. Service with them always recommended them. But all that will change. Very very. Upset. And disappointed with them”

Helpful Report

Posted 1 year ago

“I had to sell my car so I called direct line and got told I would have to pay a cancellation fee of £78. I have been with them over 10 yrs and had no claims so how do they have the cheek to charge a cancellation fee. Obviously they have no loyalty to their long time customers. I won't be paying it.”

Helpful Report

Posted 1 year ago

“Following my complaint and report to the SRA. The SRA confirmed that this firm was discriminatory towards me at the start of my non fault RTI. This discrimination damaged my chanes of winning my case which the other side would have blammed direct line for. I tried to protect my lawyer who was discriminatory towards me with out my knowledge till the SRA informed me. My own lawyer failed in her fiduciary duties. Including Duty of Care - 1. placed me in a weak legal position and failed to take in to account my PTSD at the start of the claim. 2. Failed to recognize me as a vulnerable person. Duty of Loyalty - did not discuss the matter with me and closed my file with out my knowledge. Duty of Obedience - never sent to the medical professional required Duty of Confidentiality - discussed my case internally and did not share with me any details. Duty of Prudence - shared personal information which compromised my case and my feelings and pushed me to make a choice between the trauma therapy ground rule (which i didnt know) and the basic requirement not to comit insurance fraud. I did the best i could and what i thought was right with the information given to me. Duty to Disclose - did not speak to me and took several actions with out my knowledge. Mixing issues and keeping me in the dark. However as soon as Direct line understood the confusion and turmoil i suffered was in part their fault which resulted in my taking action to protect my lawyer and bring harm to myself and own case. They then worked to get rid of me. They have to be ordered to do the right thing by a 3rd party in compensating me for their discriminatory action. Which placed me in a bad legal position. Let alone my mental state. The independent legal advice i received stated i should have said nothing and to let them do their work. (Amounts to insurance fraud which i didnt want to do) The psychologist said them sharing personal information is rediculous. I regret the day i learned the name Karen .... Who destroyed my perspective chances in court as i could not explain what has happened with dates because unlike me the other side would not have cared about my lawyers feelings, reputation, circumstances or work life situation. I should never have been placed in such a position whereby i need to worry about my lawyers feelings and wellbeing above my own. This has been unfair on me on every level. This has been my first ever interation with another survivor of abuse and simply not fair expectations were placed on me. Direct Line Supposedly explained for my convenience. None of this has been convenient. They will not admit their failures as they do not want to compensate me. Failed me in all their most basic duties. STAY AWAY AT ALL COSTS. Doctor said mine were noble actions atleast till Direct line worked to reverse any rapport built between the lawyer and i.”

Helpful Report

Posted 1 year ago

“Absolute scam of a company. Have had my car insurance with them 6 years, no claims. Increased price drastically each year. Current renewal quote is a 63% increase!!!!!!!!! I have phoned up, and apparently the “best price” they can do is a 35% increase. 1. Why did you try to scam me for a higher amount in the first place??! 2. I have had 10+ comparable or better quotes from respectable insurance providers which are £200-£500 cheaper. When I said I wanted to raise a complaint, the agent said that cannot be done because she “explained” the reason for the increase (general spiel about cost of car parts affecting everyone). Wow. If you do this to your loyal customers, I wonder how you treat others??! Do not care at all. Scum of the Earth.”

Helpful Report

Posted 1 year ago

“I had a leak under my bathroom. I was covered by track and trace on my policy with regard to a water leak. It was tracked and repaired by the company. I told Direct line and sent them the invoice straight away.2 weeks later… Guess what!You are only insured for the finding of it.Apparently the repair is not included so Do you leave it after tracing it?Im ditching them as soon as.BTY first claim EVER.I’m fuming .Don’t they owe us all money because they have overcharged us.BBC news say.They are quick to take your money but don’t want to pay out when we need them .Don’t use them!!”

Helpful Report

Posted 1 year ago

“I had a water leak in our upstairs toilet which caused water damage to the toilet and down stares living room. We called DIRECT LINE on January the 7th and they asked us to get two quotes, including photos of damage) which we did and sent them toDIRECT LINE however, they lost them so we resent them the same day. DIRECT LINE then said they we’re going to get Sedgwick (their so called preferred lost adjusters) to inspect the damage but inver did come out but phoned my agent that they would only give the £4100 and the builders refused to do the work at that price as the quote was only valid for three months and we were now five months so, I contacted DIRECT LINE to complain about this to which they said they would get SEDGWICK to do the work, that was two months ago and still no work has been done. I have now lost my long term tenant’s and can’t rent out my property which is going to cost more than the original estimate and the water damage has increased. This is not the kind of service I expected from DIRECT LINE. My advice is don’t do any business with DIRECT LINE.”

Helpful Report

Posted 1 year ago

“Direct line will try their hardest not to pay out on claim u make,,”

Helpful Report

Posted 2 years ago

Direct Line is rated 1.5 based on 269 reviews