Direct Line Reviews

Name: Direct Line
Rating: 1.55

1.6 Rating 262 Reviews

13 %

of reviewers recommend Direct Line

Company Reviews

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1.6

Based on 262 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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Direct Line 1 star review on 17th December 2024

David Onyett

Direct Line 1 star review on 19th October 2022

Mike

Direct Line 1 star review on 13th February 2021

Anonymous

Anonymous // 01/01/2019

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“I do NOT recommend anyone insure their car with Direct Line. It's been over a month now that I have been trying to cancel my policy with them to no avail; frustratingly appalling 'support' and hours and hours of my time wasted. My policy is up for autorenewal, but I don't want to renew as I have taken my car off the road for several months while I am out of the country. I rang them. Queued over 30 minutes. The agent I eventually spoke to tried to persuade me not to cancel my renewal, but to 'freeze' the policy by continuing to pay and later receiving a refund when I put the car back on the road. I said I would prefer to cancel the renewal. He hung up on me. So I tried to set up a 'My account' online, but it would not progress my info. So I tried to cancel the autorenewal online via their website, but the online form would not let me past step one (of 5). It kept saying I must answer all fields at step one, which I had... so I could not request to cancel the renewal that way. So, I tried their chat bot. Simply told me that to cancel the autorenewal for my policy I would have to telephone an agent. I tried on the number given, but the recorded message said they had closed the lines as it was a bank holiday, despite online it states they are open Mon to Fri 8am to 11pm with no mention of bank holiday closures. I honestly believe Direct Line deliberately make it difficult/ impossible to get out of renewing your car insurance with them... probably so they can clobber you for a cancellation charge, or charge you for the remaining months of cover on the contract... if you can even speak to anyone! I will NEVER use them again once I have successfully exercised my consumer right to cancel the car insurance 'service' with them... and I WILL cancel, even if I end up going through the financial ombudsman service.”

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Posted 3 years ago

“I have Direct Line Home Insurance. Had a plumbing emergency on Christmas Day. Called Direct Line. They couldn't help, and gave me a number of a local plumber. Who didn't answer. So I had to find my own emergency plumber at GREAT expense. Very misleading advertising. They are a total SCAM.”

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Posted 3 years ago

“AVOID too expensive and they renew your insurance without asking or offering a new quote. If you complain to them about this they charge you a fee and say you need to prove you don’t need their insurance !!!. Gave 1 star because can’t give less. Would never use again.”

Helpful Report

Posted 3 years ago

“Direct line telematics car insurance is awful, I have been driving with this car insurance for a year and I realised, doesn't matter where I drive all the roads are dangerous therefore affecting my score, furthermore any time I would be driving was considered to be dangerous and guess what, it was also affecting my score. At the end of the year they increased the price by x3 and I had to give up on this absolute abomination of a company. Now lets forget about the telematics for a second, the customer service was awful, I had a claim and I was bullied by the company, they didn't even bother investigate the matter and just shouted at me for trying to explain the situation and why I was making the claim, really ignorant and sad people. I hope none of you will ever deal with this company, it is not worth your nerves and time, just look for something else, perhaps more expensive but at least you know that you will be treated as a human being.”

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Posted 3 years ago

“Unfortunately Idont like to give this feedback but I have breakdown from 2pm until 5.30 and I called many time and nobody come to collect my car altough i pay 167 monthly incluse breakdown cover i with my wife and children are in the car more than t hours, i hope to sorte my car and I change my insurance company definitly.”

Helpful Report

Posted 3 years ago

“I really cant understand how directline advertise on tv as doing the best deals???? Im 53 years of age, got full no claims, no points or penalties,full uk licence. never made a claim drive a 13 year old people carrier and the want £600 of me, where companies i have never even heard of can more or less half that. Surely this is false advertising???”

Helpful Report

Posted 3 years ago

“Just had a WhatsApp conversation with a Direct Line operator. The service was limited and unhelpful. Even simple questions about a potential claim questions were answered with largely unhelpful generic responses. The phrase "As I have already explained..." was used in one reply, indicating weariness or perhaps even boredom on the part of the operator. I know just as much as I did when the conversation started at 14.14. It is now 14.35. A poor outcome.”

Helpful Report

Posted 3 years ago

“I had a terrible experience with directline. My car lost control on motorway slip road car was damaged. I got in contact with directline Told them about the accident. recovery came out took my car. Basically that was the last I heard from directline. Had to spend the night 300 miles away in a bus shelter. What the lady didn't tell me when i reported the accident at 4pm wasbDirectline office close at 5pm what she did tell me was no hire car till Monday. No hotel provided Basically left me in the middle of Glasgow. On Wednesday I had some cocky kid who said he was a engineer from directline. Telling me my cars worth penny on the pound. Basically made out like I had no other choice but to except it. Then I check onlinebonly to find out ive been ripped off. Worst still now they refusing to return my car and property. I had to leave. Got a reply back from directline they didn't care and still refusing to give my car back. Il add the full letter up at some point show everyone what they really think of there customer. Update they paid me 2650 for a car valued at 3200. Then charged me a extra 150 ontop of the 232 I already paid. For my car. The engineer I spoke to was rude. Taking advantage of customer. Like a dodgy car trader. Directline should be ashamed of its self. Imagen all the old people they take advantage ”

Helpful Report

Posted 3 years ago

“Have had car insurance with them for 7 years no claims no accidents no convictions no Penalty points lived in the same area of the U.K. only differences is I am one year older. Car insurance has come down a lot due to COVID and working from home reduced mileage approximately 16% premiums have reduced, but not mine 10 years no claims bonus and they want to increase my premiums by 22% add that to the 16% in reality it is a 38% increase that’s what you get for loyalty, well done DL I won’t be continuing with your company.”

Helpful Report

Posted 3 years ago

“I was with Direct Line for Buildings Insurance they are really expensive and don't take into account whether you have not made a claim with them. For example I had not made a claim with them for over six years yet they kept putting the policy up. Be careful if you are thinking about Insurance from them. Also watch out for their excess clauses. They advertise at the expense of customers steer clear.”

Helpful Report

Posted 3 years ago

“Waiting for the asesor to look at my work van so I can get back to work. Carnt call him the company Carnt call him I'm stuck here at the garage 4 hrs now. would be better if the can give you a time. Or at least am or pm. don't use this company ... I've grown a beard waiting for this guy.”

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Posted 3 years ago

“After being with Direct Line for 9 years they sent me a renewal price of £584. I obtained the same cover from another company for £224. They are ripping off their customers. Beware!”

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Posted 3 years ago

“Suicide causers, People are in jail for less. A license to thieve”

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Posted 3 years ago

“Absolutely appalling. Web portal doesn't register claims despite sending confirmation text. Impossible to speak to people on the phone, just being kept on hold for literally hours. Stay well away. Just about to cancel my policy. They are THAT BAD!”

Helpful Report

Posted 3 years ago

“My wife and I had been with Direct line for our car insurance for 9 years. We revived our renewal quotes some 3 weeks before expiry. The quotes invited me to telephone to renew.( I am not IT competent) I tried 3 times but gave up when the clock reached 40 minutes. I tried again the following day but experienced the same issue. I went to another provider and saved £230 in the process. I wrote a letter of complaint to their HO and received a response off the crib sheet that I would get a full response in 3 days. The full response was 2 lines long advising me to telephone them to discuss. I phoned and got through to someone after 26 minutes. The gentlemen to whom I spoke confirmed that he wanted to renew the policies. You couldn’t make it up. Absolutely appalling.”

Helpful Report

Posted 3 years ago

“Big policy increase. So Cancelled Automatic renew. Still received letter saying will renew. Had to cancel debit card to stop payment… Not good enough!!!!! Right arm doesn’t know what left arm is doing.”

Helpful Report

Posted 3 years ago

“Poor service!! A shopping trolley/cage hit my car back in March and its taken until now to get any where. No contact at all from direct line, constant phone calls to them, on hold for hours and poor customer service left me doing all the leg work.”

Helpful Report

Posted 3 years ago

“Bought landlord insurance via Confused.com. Excellent product for a fair price”

Helpful Report

Posted 3 years ago

“PURE GREED !!!! I’ve been with direct line for years and never had a claim on my home insurance, I changed address from a 2 bed flat to a 3 bed house (same postcode) only to see my monthly premium was £56. I went online and got a year’s building and contents insurance with Rias for under £80. I contacted direct line to cancel my policy to be informed it would cost me £72 to cancel the policy , nearly the whole of my years insurance with rias , disgusting greed that is uncalled for.”

Helpful Report

Posted 3 years ago

“Zero Ratings for Direct Line..Avoid This Insurance Company At All Cost. Experience another Escape Of Water during October (winter) Adverse Weather Conditions Which Affected the Old radiator pipes inside my home water flooded down from upstairs into the electrical wires switching off the electricity in the kitchen This Also affected the Boiler. No Heating. No Electricity making the kitchen Unsafe to use during the Pandemic. Direct line refuse to send Polygon refused to validate my claim instead...I was contacted by DL ( See You In Five) Syi5. Direct Line Personal Loss Adviser I was left with no kitchen, various calls from D L worker This Company appears to have a very clear strategy to delay and fustrate any claims. I have been waiting for nearly a year. Worse Insurance Company . Avoid Direct Line”

Helpful Report

Posted 3 years ago

Direct Line is rated 1.6 based on 262 reviews