Direct Line Reviews

Name: Direct Line
Rating: 1.55

1.6 Rating 266 Reviews

13 %

of reviewers recommend Direct Line

Company Reviews

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Metrics

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

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Posted 8 months ago

“I will not be renewing with direct line ! Sadly like most insurance companies most of the most likely things that can go wrong are not covered !”

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Posted 8 months ago

“Nightmare dealing with them, partner Uropean care replacement which is another nightmare, don't deal with any of. Them it's not worth making yourself irate dealing with these com boys what scrap yard do they keep their cars in.”

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Posted 9 months ago

“Appalling incompetence by what used to be a repuutable company. You can usually contact somebody by phone without too much delay - although the robotic answering machine is irritating and tiresome. Individual staff are polite and helpful to speak to ( a couple were difficult to hear or understand) but the level of inconsistency and failing to deliver what was promised or agreed has been awful. Emails with inept enclosures have been received. They raised a "complaint" and sent a cheque for £50 - I didn't want to complain - just get my claim competently processed. I've received emails telling me that payment has been "raised" and will be paid by BACS into my account - and therefore they are closing the complaint. But over a week later they sent an email saying they are issuing a cheque! And still I wait. And having been with Direct Line for many years the renewal quote for my vehicle was 50% more than I accepted from a sister comany in the same group.”

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Posted 10 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.”

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Posted 10 months ago

“Landlord insurance, charged me twice after saying they were having problems with their payment system, and got me to key bank card details in twice I asked Azab (if that’s his real name) if I would be charged twice to which he replied “ no the first transaction didn’t go through” Rang 6 times each time I get paid lip service they say they will reimburse me but nothing to date. I’m just within the 14 day cooling off period so I’m going to be forced to cancel the policy (which I’m sure they will deny) and I’ll try and get reimbursed through my credit card company. They are so bad I would urge anyone to “avoid like the plague”. Direct Line should have their licence to trade revoked by the authorities I cannot believe they can get away with these “sharp practices” in this day and age. They are legal scammers. They will not do the right thing and sort problems out, absolute crooks.”

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Posted 11 months ago

“trying to contact direct line by telephone is shocking. Everything diverts to chat or whatsapp which would be fine only is not fit for purpose. vote with your business for this type of unacceptable service ...”

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Posted 11 months ago

“Had an accident in my car 3 months later claim is still not sorted. Have been given wrong information from daÿ 1, everytime you ring you speak to someone different and get a different answer. They don't provide email responses or reply to request for call back from a manager. Loss adjuster Tony Mitcham even had incorrect details of a car which wasn't mine and sent a statement for me to sign about a stolen vehicle which was not mine. They will do anything to get out of paying. Have been told by them my extras on car are worth £ 1910 yet they will only pay £ 700. Worst customer service ever, do not use Direct Line”

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Posted 11 months ago

“Direct line has been my car insurer for the last few years. I noticed my car insurance renewal arrived just 2 & half weeks before the renewal date. I never get enough time to look for renewal quotes and normally auto renew and where they send you the quote so late the premium goes up. I managed to find insurance almost £150 cheaper a day before but was unble to stop auto payment going through. Just called them now was very suprised to know no cancellation fees but will charge you £2.21 for cover for today which I don't need. WHY WHY WHY?? I ask myself in almost 30 years I have never heard of such a thing.”

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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.”

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Posted 1 year ago

“Trustpilot reviews Review of Direct Line Your review is pending.Read more customer 3 reviews IL Rated 1 out of 5 stars We had a genuine water flood in our… We had a genuine water flood in our Business and started the claim with Direct Line Business insurance. At first they seemed helpful and even instructed us to start work to rectify the issue so the Business could be up and running as soon as possible. Unfortunately, they did not continue in this manner. No communication, lost emails, delay tactics were all we experienced. Denise Smith, loss adjustor, was the final nail in the coffin. She did everything in her power to stop the claim moving forward over 4 months later rejected the claim, denying any responsibility for the work undertaken. We have been left in tatters and now have to find a way to rescue the Business. Appalling!!!!!!!!”

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Posted 1 year ago

“Failed to pay recovery of my vehicle in non fault accident. Despite umpteen calls by myself to them. Resulting in myself being chased by a Debt Collection Agency. DO NOT USE !!!”

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Posted 1 year ago

“horrible online signing system !!!!!!!!Couldnt complete signing process with ios !!!!!!.printed form with printer and signed documents and sent in still no luck . Then they send a threatening letter even though i payed cash !!! Very annoying company and employees . You never threaten your customers. I think i will complain to bbb alao .”

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Posted 1 year ago

“Got a quote online as a 'new customer' still £200 more than the cheapest with EXACTLY the same cover, excess, extras. Got my renewal quote, again fir EXACTLY the same thing and it's £300 more than the cheapest - £100 more than getting a quote as a new customer than bring an existing customer with no claims for over 5 years!!!! No wonder they're not on comparison sites!!!”

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Posted 1 year ago

“Dreadful company to speak to. Couldn’t get through on phone to discuss Landlord insurance to emailed. 3 working days later still no reply. Awful customer service & definitely will not be renewing my policy when it ends”

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Posted 1 year ago

“Their system is shocking, the support is horrible. I've just been trying to do something as simple as download our insurance certificate.”

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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.”

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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”

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Posted 1 year ago

“Worst car insurance company ever!”

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Posted 1 year ago

“Been with direct line for house insurance for 10 years. Tried to claim. They sent a loss adjuster , at the bottom of this guys email, beside his name it said he was a Loos adjuster. He said he hadn’t even seen my policy docs when I asked him. The policy doc said I was insured up to £5,000 for carpets. The loss adjuster said he was there to refute the claim in line with instruction from Daniel at the Glasgow DL office. So, basically it was a conspiracy to refute the claim from the outset. Completely untrustworthy company. Would not recommend.”

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Posted 1 year ago

Direct Line is rated 1.6 based on 266 reviews