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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“They are not who they claim to be!!! Terrible company, takes five years to sort an accident out that wasn’t my fault ( rear end )!! All customer service, claims and underwriter agents seems to not have any skills. I have won the court case and 2 months and 5 phone calls later still no excess payments in my bank. WHY DO YOU THINK THEY USE GIMMICKS IN THEIR ADVERTS AND THE WOLF DOESNT EVEN WANT TO DO THE ADVERT ANYMORE, SO THEY USED A CARTOON THAT CANT TALK BACK. Avoid at all cost or end up paying the cost. Oh it doesn’t stop there the underwriters wrote my claim with one years no claims instead of my four. When I realised this due to the above accident they sent it back to the underwriter and they offered me £1000… I said it’s not enough as I have an outstanding accident, they agreed and said come back when the accident is fixed. I did this 5 years later and they have offered me £118 for an extra 3 years no claims for the first year with them and four years no claims for the second year… they are insulting AND THE POINT OF THIS REVIEW IS NOT TO WASTE MY TIME ANYMORE WITH YOU BY COMPLAINING, IT IS IN THE HOPE THAT PEOPLE LISTEN TO THIS REVIEW AND GO ON A COMPARISON WEB SITE INSTEAD!!!!!!! IN A NUTSHELL LOSE YOU MONEY, IN THE WAY YOU HAVE LEFT ME FEELING CONNED AND MANY OTHERS!!!!!”

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Posted 1 year ago

“I have a car insurance with this company for approx 10 yrs. I recently contacted to ask them to change the direct debit date which they said they had done. They never took the money on the date so I contacted them and and they said it was pending. I waited and waited but no money was taken from my bank. I must have rang them 5 times before finally they took 2 payments. Two weeks later I got a letter to say they had cancelled my insurance for non payment but as far as I was concerned I was up to date. How hard is it to change a direct debit date, its hardly rocket science but to then cancel after I had paid is a disgrace. I would avoid this company as they do not seem to know what they are doing.”

Helpful Report

Posted 1 year ago

“Loyal Customer with Automatic Renewal in place, and aged 76, Birthday! Lets discuss the increase at Management level. “Well, even if his car, claims history, mileage pa etc etc doesnt change ,as in nothing changes, let us use inflation , prices going up,etc kin cetera, to push the envelope on price increases. What do you think we can get away with ? Well , the Automatic Renewal will catch out loads of the elderly, who expect fair play from Direct Line. The rest of the elderly can complain all they like, we will just parrot a party line about Underwriters, repair costs, inflation etc. So, do we think we can get away with a 70% like for like increase.? What , an extra £180 pa for a person with a 75 % NCD?” Yeah , go for it, Capitalism and Greed on Steroids. Well , middle finger to you Direct Line, shameful corporate action. I hope there are enough alert pensioners to reject your renewal and find a new company. I will never,NEVER, use you again.”

Helpful Report

Posted 1 year ago

“They are very quick in getting the insurance premium, but when it comes to claim than you see the actual colours. Its been more than 3 months and I'm still trying to find out what is going with my car insurance claim.Have rang them numerous time and also email them but no response. Terrible customer service and claim handlers. Worst experience ever had with a insurance company, been with them for 3 years definitely not going again with them. Stay away.”

Helpful Report

Posted 1 year ago

“After been a loyal customer they put my renewal up by nearly 250 pounds and nothing has changed. When ringing to discuss lady was rude and couldn’t care less. All she said was come back to us when you get a quote from someone else. She couldn’t understand I was wanting this so called cheap company (as they advertise) to give me a reasonable renewal quote. Don’t bother with them they don’t care about loyalty”

Helpful Report

Posted 1 year ago

“A company never ever to trust again totally disgusting”

Helpful Report

Posted 1 year ago

“I took landlord insurance with direct line and asked the customer service agent if home emergency cover was also included which he quickly said yes to. After that the worst experience started, asked them to repair boiler to a bulb to all of which they said no with strange excuses. The only time they said the customer service agreed, they put me on hold for hours until I gave up. Steer clear of this company.”

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Posted 1 year ago

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

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Posted 2 years ago

“I completed an on-line quote process, providing all my personal details - address, telephone number, age, driving licence details, car registration and type etc, etc only to be told at the very end that Direct Line wasn't able to provide me with a quote; NO explanation whatsoever as to what they didn't like about me - I have no driving or other offences, have not made any claims, have never been refused insurance, pay up front. So, having provided sufficient details for a scammer to open up bank accounts, seek loans and use my address for any criminal needs, I left Direct Line's website totally underwhelmed.”

Helpful Report

Posted 2 years ago

“Directline have took over four years to tell me that they won’t be paying out on damage caused by a neighbours tree to my boundary wall because it is ongoing damage . It’s ongoing because it has been left for four years . Avoid this company at all cost , Directline complaints on Facebook seems I am not alone .”

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Posted 2 years ago

“Direct line - Car was damaged in a hit and run, I provided a REG, CCTV, person address and pictures of the car outside their house and they said we do not have funding right now.”

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Posted 2 years ago

“As a result of the experience I have had with direct line, I have lost total confidence in them, I would not recommend them at all, in fact I would say stay well clear of them not to be trusted!! Zero out of ten!!”

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Posted 2 years ago

“Today I received email stating that you had sent my next year car cover insurance in the post. Great!! ***** I cancelled my car insurance with you weeks ago.***** Plus it sometimes takes three days before your employees answer the phone. Not impressed at all.”

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Posted 2 years ago

“My car was stolen on Saturday morning and they wouldn't provide a hire car replacement until Monday. Hopeless. Not using them again”

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Posted 2 years ago

“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.”

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Posted 2 years ago

“Want to renew my motor insurance. I have now been waiting on phone for 24 minutes They say they will put thru when someone is free. If they were sincere they would have adequate staff is this good service ?”

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Posted 2 years ago

“Customer service absolutely appalling. tried several times to get a schedule been lied to each time never had a claim god forbid if I ever had to with this company tried several other ways to contact them no response. promises to resolve never materialise. will not use these people again Harry Poskitt”

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Posted 2 years ago

“Having terrible time with direct line after car driving into my van could not get hire vehicle from company .after arranging for van to be picked up the hire company did not get back to me so had to cancel,after rebooking van repair for a month later enough time to arange a hire van I could not get hold of hire company after phoning four times a day for a month had to cancel repair to van can’t get hold of direct line and companies they use are terrible after being with direct line for a few years now will definitely never recommend them will have to get van repaired myself great thanks direct line”

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Posted 2 years ago

“Got an e mail today to say no longer willing to renew my car policy . Have had a claim from October last year and my partner had a claim from her own insurance (NHS ) for an accident , she is a named driver on my policy . Phoned Direct Line and they would not give a reason . Now with Admiral and no problem insuring me and partner ! Have house insurance with Direct and will be cancelling at renewal !”

Helpful Report

Posted 2 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

Direct Line is rated 1.6 based on 266 reviews