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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“Just been made homeless by this lot. Currently in a travel lodge owing to my and my mother's home being flooded. They were suppose to find accomodation for both of us. All I got was an allowance and stuck in a Travelodge. Useless. They don't practice what they preach in their advert. Wouldn't recommend them to anyone.”

Helpful Report

Posted 1 year ago

“Was with direct line for early 11yrs had know problems but this year I wasn't happy with my renewal so I tried to call them machine told me to go on WhatsApp with that was given a lad called jake. Told him my problem and didn't even try to help with the issue so I told him to cancel insurance. Shocking service very disappointed with direct line.”

Helpful Report

Posted 1 year ago

“Held on for 10 minutes and opted for a call back. Waited all day but no call back. Called again and waited for another 10 minutes then called their complaints department and no-one answered the phone. I shall not be renewing my policy.”

Helpful Report

Posted 1 year ago

“My claim has been outstanding since late June 23. I have sent 4 emails and all I get is an automatic response to say someone will get back to me. So far nobody has and I despair of getting my car repaired. The irony is that the incident was not my fault and the other party has admitted full liability. I need repair work authorised and a broken fog light replaced. Not much to ask but can I get Direct Line to deal with this. So Far no response absolutely useless, Peter Clarke”

Helpful Report

Posted 1 year ago

“Trying to change my address, that's all. Online throws an error and cannot get through on the phone. What is the matter with you people???”

Helpful Report

Posted 1 year ago

“You've put my premium up by almost £200 That is nearly a 100% increase ,despite me having made no claims in the last year.I have been on hold for over half an hour and don't appreciate the ring tone added to the endless man telling you it shouldn't be much longer.There is not a chance we will be using you any more and according to the reviews I've been reading we are very much not alone. Shame really because you used to be excellent. If there was a no star rating that would be what you would be getting.”

Helpful Report

Posted 1 year ago

“TLDR: Anyone with more than 5 years of NCD must avoid them. 10 years ago I would say they were the best, but now I find them to be at the bottom of the barrel with other cheap insurances. Quick story. I had +12 years of no claims. Direct Line only accepts up to 5. This means that if you have an accident they will deduct 2 years from...5! So after raising a claim this year I was immediatelly downgraded from +12 years of NCD to 3 years! Doesn't sound right, does it?!?!?! As the claim is still open I simply cannot go anywhere else because my +12 years is now 3... AAAAAnd from what I can see, after they win the court case (I have dash cam to prove I was not at fault), and I already won separate court case, I will be set back to 5 years of no claim only! If this is not a scam, then I don't know what is. !!! AVOID AVOID AVOID !!!”

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

“Green flag is the direct line They stole £63 from me, elderly pensioner! I never renewed nor been asked to renew any policy with green flag. REFUND! And remove ALL MY PERSONAL DETAILS.”

Helpful Report

Posted 1 year ago

“ABSOLUTE RIP OFF, I HAVE HAD TWO DOGS INSURED WITH THEM FOR 15 YEARS, MY PREMIUM IS OVER £250 PER MONTH, SADLY ONE OF MY DOGS PAST A WEEK AGO, DIRECTLINE HAVE REFUSED TO COVER ANY COSTS FOR THE VETS VISIT, END OF LIFE TREATMENT OR CREMATION. DO NOT BUY PET INSURANCE WITH DIRECTLINE IT IS A COMPLETE WASTE OF MONEY, I HAVE NEVER HAD A SINGLE CLAIM IN THE WHOLE 15 YEARS, WHAT A CASH COW I HAVE BEEN FOR THEM. BASCIALLY GAVE THEM OVER £40K OVER 15 YEARS FOR NOTHING. SAVE THE MONEY YOURSELF AND JUST PAY FOR ANY TREATMENT THAT YOUR PETS NEED, ITS FAR CHEAPER.”

Helpful Report

Posted 1 year ago

“21 minutes and still waiting on the phone. Voice repeatedly says "should be with you soon" but that's nonsense. Every few minutes the music switches to a phone beep which makes you think you are through but it's just Direct Line having a bit of fun.”

Helpful Report

Posted 1 year ago

“Today spent 35 minutes in the morning and 40 mins in the afternoon on the phone to get a quote. I really hope this is not the case when it comes to claims.”

Helpful Report

Posted 1 year ago

“Emails ignored Phone answering time >40 mins Lost info I can’t recollect similar service from any company Do not buy insurance from them”

Helpful Report

Posted 1 year ago

“Complaint Policy number 5013001812 History I was with a broker and found the experience unsatisfactory. I had seen Direct Line’s (DL) advertising. Took out a policy for my little car that only cost £600 , I do less than 8,000 road mileage a year. Vehicle is kept secure. A policy with DL for my little car cost considerably more than my previous younger, more powerful car. I believed that maybe you get what you pay for, I was wrong First mistake, you didn’t take a monthly payment. I called. Then you cancelled my policy because I hadn’t paid even though I had paid. I complained. Result, the unplanned bank holiday upset your payment system and the error was yours, you credited me £30 and apologised I call to make enquiries about changing my policy, adding another vehicle, 25 mins and call not answered, I give up Complaint The next mistake was considerably greater My policy ended on the 15/16 June I called you on 21 June to ask why you hadn’t taken a payment, you told me my policy had ended You had not notified me of this via email or post or call I complained and I was advised by the call handler that if I was charged for driving uninsured this would be passed to you. I explained this was reassuring but I would like the same statement sent via post or email - to date nothing received I’m then passed to the sales department to reinstate the policy. 20mins left on hold, I ended the call I try to do a quote online, I’m locked out of the expired policy and account and the system will not give me a quote I call your sales department, takes over 20mins to get the call answered The sales department is unable to give me a quote, insure my car, anything, they can’t do anything other than apologise You charge me over £100 for car insurance I get a quote from Carol Nash, with breakdown cover the 11 monthly payments are under £40 (1st is £67) The service is appalling and I would recommend any potential customers avoid Direct Line !”

Helpful Report

Posted 1 year ago

“Absolutely hopeless - over an hour to make a xchange to my policy”

Helpful Report

Posted 1 year ago

“I've been with this company 10 years or more. I've only had an accident once and it wasn't my fault. Each renewal I was charged more and more. Last time by £100. How to treat a regular customer? I left...”

Helpful Report

Posted 1 year ago

“Waiting on the phone for an hour waiting for a call centre to answer. No reply to our emails. Failure to call back as promised. Waited 3 weeks for an engineer to phone us regarding the damage to our car. This phone call was a pre booked appointment. No phone call from the engineer, another company phoned us to say that our car is being written off - no discussion! This person couldn't dicuss or negiate on our claim and to contact the claims team. This was another hour on the phone to a call centre who made the right noises but actually couldn't do anything or connect us to an engineer. He would get someone to phone us and log our complaint. Still waiting. Check the reviews, lots of customers have the same problem. DO NOT USE THIS COMPANY!”

Helpful Report

Posted 1 year ago

“Abysmal customer service. Impossible to get to speak to anyone!!”

Helpful Report

Posted 1 year ago

“Do not use direct line!! I am so upset and disappointed with this service. I have been a Loyal customer to direct line for 13 years with 0 Claims. I changed my vehicle last year as the price direct line quoted me was very reasonable and affordable for my monthly payments, also paid a additional cost for the amendment of my current car. My premium renewal for this year has gone up by over 100%.I completely understand that an increase of some sort may happen however this steep is unacceptable. I was completely mis sold last year and would of never have changed cars if the price was going to be so high or considered a different car. I phoned up customer service waiting 40minutes on the phone to get dismissive agent Christopher on the phone who could not assist me in retrieving a better quote. I then phoned up a second time to make a complaint as I truly believe I was missold a policy last year. The second agent Tristen was slightly more understanding towards the situation but did not really have a answer for why my premium has increased by that much and to be honest was just reading from a script. These conversations then lead to many errors on my account with the use of the car including travelling to work and using the vehicle for business purposes which its not as I comute using London transport. The policy is used by spouse even though my material status is single. I then wanted to be passed onto a member of management which I was firstly refused however then put through to TK, She was nice enough on the phone however could not amend anything for even with all the errors rectified on the account. These decisions are also under the discretion of management who chose not to do anything for a customer who had a 100% increase in premium. The standards of customer service has decreased massively it seems as though the company is only interested in taking on new clients then trying to retain the clients they already have. Will be leaving Direct line as soon as I can possible can although I may not have a choice but to stay with them which is not a nice feeling when you do not want to. Completely shocked by my experience.”

Helpful Report

Posted 1 year ago

“Failed to take payment for re-occurring car insurance. Failed to get in touch and let me know that there was a payment problem. Left me uninsured for two months as a result. Blamed postal strikes for no letter turning up to advise me of the payment issue. No letter EVER turned up. After the event they claimed that they would have honoured the policy in these circumstances. Easy to say when nothing has happened. Not so easy if I had to male a claim I bet!”

Helpful Report

Posted 1 year ago

Direct Line is rated 1.6 based on 266 reviews