Login
Start Free Trial Are you a business?? Click Here
Are you a business?
Terms & Conditions
User Privacy Policy
Business User Privacy Policy
Data Protection
Data Request

Direct Line Reviews

1.5 Rating 240 Reviews
13 %
of reviewers recommend Direct Line
Company Reviews Questions Metrics
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
Visit Website

Write Your review

Tell us how Direct Line made you happy
Help future customers by talking about customer service, price, delivery, returns & refunds.
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.
You will be contacted by email to verify your review.
By submitting your review you agree to the REVIEWS.io terms & conditions.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Direct Line 1 star review on 19th October 2022
Mike
Direct Line 1 star review on 19th October 2022
Mike
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 13th February 2021
Anonymous
Direct Line 1 star review on 23rd January 2021
Russell Braddon
Anonymous
Anonymous  // 01/01/2019
Filter: Helpful None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful
Shafiq Gulbaz
Unverified Reviewer
“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 3 years ago
Kevin Taylor
Verified Reviewer
“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 3 years ago
Tony Smith
Unverified Reviewer
“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 1 year ago
Anonymous
Unverified Reviewer
“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 2 years ago
Ann Marie
Unverified Reviewer
“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 3 years ago
JOHN WOODWARD
Unverified Reviewer
“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 4 years ago
Michael
Unverified Reviewer
“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 4 years ago
Andrea Heald
Verified Reviewer
“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 4 years ago
Anonymous
Unverified Reviewer
“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 month ago
Nichola Connell
Unverified Reviewer
“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 2 months ago
Daniel
Verified Reviewer
“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 5 months ago
Anonymous
Verified Reviewer
“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 6 months ago
Anonymous
Verified Reviewer
“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 9 months ago
Anonymous
Unverified Reviewer
“Direct line will try their hardest not to pay out on claim u make,,”
Helpful Report
Posted 1 year ago
Joy
Verified Reviewer
“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.”
Helpful Report
Posted 1 year ago
Anonymous
Verified Reviewer
“I had been with direct line for car insurance for a year. No accidents, no claims at all. On 20th November at 7.10am I received an email with the following in large letters: We are not going to offer to renew your car insurance for your Mercedes E Class.' No explanation given in the body of the letter, no gentle introduction and a sorry comment only in the last sentence. I immediately phoned the company when they opened at 9.00am and was told that it was based on information from the DVLA. On Monday I phoned the DVLA and they told me that they had not sent a letter to any insurer. I phoned the company again and they just said that it was due to a problem with the driver or car and they wanted me to accept this and just go. Unsettled and annoyed by this attitude I refused to let this be without an explanation. How would I get further insurance if I had to say my insurer had refused to renew my cover? I put in a complaint and was phoned by a representative of DL the next day who said that the underwriters had reviewed cover and that my car and model was not going to be covered by them anymore. I said why did they not tell me that in the initial letter and word it less aggressively. He apologised but I feel this whole affair could have been avoided by the company thinking it out more before sending a curt and stark letter without any explanation which caused me dismay. Also that lying to me about the DVLA was totally unacceptable. Therefore I would advise against using this company for car insurance and when my home insurance cover becomes due in March will consider going elsewhere.”
Helpful Report
Posted 1 year ago
John Hunt
Verified Reviewer
“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.”
Helpful Report
Posted 1 year ago
Stephen
Verified Reviewer
“Moved house & there computer system would not recognise address for car insurance so canceld my policy. But OK for house insurance.”
Helpful Report
Posted 2 years ago
Don Savins
Verified Reviewer
“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”
Helpful Report
Posted 2 years ago
Durim
Verified Reviewer
“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”
Helpful Report
Posted 2 years ago
Direct Line is rated 1.5 based on 240 reviews
Our Company
Business Solutions Impressum Terms & Conditions User Privacy Policy Business User Privacy Policy Data Protection Data Request