Direct Line Reviews

Name: Direct Line
Rating: 1.55

1.6 Rating 266 Reviews

13 %

of reviewers recommend Direct Line

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1.6

Based on 266 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

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“Renewal quote was 50% more than previous year! 9plus years no claims and have been with Direct Line for approx 18 years. The first person is spoke to said I couldn't speak to anyone regarding why as no one gets to speak to the underwriters! He then cancelled my policy and hung up. Second person was unable to tell me when the dates my current payment covered. No interest in reducing costs to an affordable cost and keeping a long term customer”

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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.”

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Posted 1 year ago

“Worst company ever used. Appalling liars, stupid enough to put their lies in writing so financial ombudsman looking at it. 18 months and car still not repaired, then suddenly claimed they had diagnostic reports that said the damage was not related to the accident , own engineer denied it and said he had been told to stop talking to me , no diagnostic reports exist , their engineer told that to the claims team 3 times , can’t send me the diagnostic reports but still tying themselves in knots trying to stick to this , absolute joke, customer service appalling , dishonest and fraudulent, lots of reviews from others recently in the same position , lots of profit warnings issued and forced to pay out 30 million for overcharging customers. They will take your money but won’t pay out on claims”

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Posted 1 year ago

“LANDLORDS watch out for their sales staff, they are commission based and will tell you what you want to hear. I asked for rent protection and I got rent protection, this was on the main page. However, as I found out the hard way, rent protection but only if your house burns down, floods etc. when your tenants have to move out which reduces their risk by I do not know how much. Direct Line have their own feedback page. It is like a butcher judging his own meat.”

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Posted 1 year ago

“Contacted Direct Line Insurance via their online contact form for genuine enquiries regarding existing car insurance. No communication from them hence one star given. Direct Line need to recognise that communication is paramount to a successful business and I would not recommend Direct Line to anyone.”

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Posted 1 year ago

“3 months and still ongoing. No one returns my call. I have no car and it’s v stressful. Empty promises for 3 months and more. You cannot speak to any manager as they just aren’t interested - the same for engineers. Shocking. Avoid at all costs”

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Posted 1 year ago

“Cancelled my policy as it increased greatly. Received letter saying money would leave my bank on said date! I have been on the phone for 45 mins listening to music and telling me some one will answer. I feel this is a scam because I've cancelled and so they won't speak.”

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Posted 1 year ago

“Price rises beyond a joke ! Gone up 60 percent ! They are having a laugh, been with them years, but after reading these reviews, I glad I am leaving !”

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Posted 1 year ago

“claim made 9/8/23, not my fault, confirmed by DL, all's I've had from DL is hard luck tales that the other persons Insurance Company has not got back to DL, FFS, it's now 3/1/2024, and to date , FA, from DL, I'm a Customer and Client, and paid my last years premium in Full , WTF IS GOING ON.”

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Posted 1 year ago

“Worst service I have ever recieved. You can never tell how good your insurance company is until you need to make a claim. I paid a little more money on my premium to go with direct line thinking they were a good reputable company. Unfortunately I was involved in an RTC last December and the claim is still ongoing. I've wasted hours of my life speaking with claims handlers who do not seem to have a clue what is happening, nor do they seem to care. I have been told a manager will call back by 3 different advisors, nothing come of that the first 2 times and I have to wait 48hours this time to find out if anyone can be bothered to speak with me. I have recieved summons to court and demands for payment of 000's of pounds onlly to be told that I should not have to deal with that - they will handle it as part of their "service" I pay for. The last straw has been a legal firm call me today to let me know they are handling the case as the last lot went bust. They now need all the info, as it hasn't been made available to them. Better than that, the legal team did not repsond in time, or at all, so I now face the possiblility of a CCJ. Tried to complain but they just do not care, no know anything about what is happening with my claim. Absolutely disgusting.”

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Posted 1 year ago

“Despite having been with them for years and never missed a payment or made a claim , when I cancelled my policy today, as I had sold car and no longer needed it, they insisted I pay an admin fee of £60 odd for the privilege of cancelling. Interestingly I was similarly ripped off by greenflag breakdown, who it appears are owned by same holding company, when I cancelled with them.”

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Posted 1 year ago

“Seems to be unable to put my insurance details on line. Having great difficulty in getting the documents I need.”

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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.”

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Posted 1 year ago

“Tried to call on there Direct Line, but don't you know they don't have one any more. You are directed to their own AI computer network. And asked to then take a virtual ticket and get in the queue for a chance to web chat with a technician to figure out what the AI's problem is.”

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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.”

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Posted 1 year ago

“I have been waiting for 4 months to resolve my car insurance claim. My car was written off and they should have paid my finance company I found out today that this had not happened . The car has been taken away over 3 weeks ago by a firm acting for direct line. So I have no car and still paying for it. I have tried so many times to get this resolved I just keep hitting a brick wall. To make matters worse the car was brand new and only a week old it wasn't my fault not even in the car it was parked. I have very nice customer service people trying to resolve this matter but the answer is ITS NOT ARE DEPARTMENT and will put a complaint for you JUST ANOTHER ONE. My gap insurance also need answers why if not been given new for old. Have a new car waiting for me but haven't got the finances in place and no car to drive”

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Posted 1 year ago

“I cancelled my car insurance and have been charged £48. This is simply scandalous and daylight robbery. A charge for just hitting a few clicks. I’m appalled.”

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Posted 1 year ago

“Customer for over 19 yrs. Had an accident January 27th 2023. Tried to dial claims line numerous times. Up to 45 minutes, they pick up say their greetings , unfortunately hung up straight after. Still waiting . Cars still in driveway . Ill not be renewing nor will my family which we have multi car. Totally disappointed 😞”

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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!!”

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Posted 1 year ago

“Spent all day trying to get through to this company on the phone but it appears they must all be having a day off. All you get is an automated voice and terrible music. Tried online but that was useless as well. If you are thinking about getting any sort of insurance from this company don’t bother. If I ever get through it looks like I will be cancelling all our insurance policies. How can you comment on customer services or company reply to a query when they don’t answer the phone”

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Posted 1 year ago

Direct Line is rated 1.6 based on 266 reviews