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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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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Got public liability insurance Tried to access policy online it said wasn't linked to email phoned for advice was passed round 6 people none of them had a clue will not be renewing have told my co workers to steer clear”

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Posted 2 months ago

“Scam central. 4.3 k a year and they have done nothing but make my life difficult. They are tryna take 375 out of my bank that I don't even ow. Staff havnt a clue. Joke. Don't use them unless u want messed about and your time wasted.”

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Posted 2 months ago

“Car insurance went up £250 with no claims in over 16 years last year put up 350 i managed to get them to only increase by 50 then this year only were willing to take 40 off price there robbing loyal customers I won't be renewing with them”

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Posted 3 months ago

“Totally agree with all of the negative comments. Absolutely awful people. Having been with this company for almost 20 years - had the most dreadful experience after the storm this year. Would not cover our damage. See photos below. Still affecting us emotionally and obviously financially. I do wish we had actually taken it much further at the time. A lesson learned.”

Direct Line 1 star review on 17th December 2024

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Posted 4 months ago

“I have been with direct line car insurance for more than 15 years . Everything will fine as long as you won’t deal any claims with them Recent experience and also had experience in the past when incident been reported , direct line never communicate back the decision of the claim happend to me back . I have communicated not taking liability when reported incident however without notifying me they took a decision to liable and add claim on me . Poor service of handle of claim . I will never buy from direct line insurance even if it cheaper . Till the renewal letter comes no communication about claim , when I raise complaint . Direct line saying below s, however on page 33 of your policy booklet, it states: "We're entitled to do either of the following: ) Take over and carry out the negotiation, defence or settlement of any claim in your name, or in the name of any other person covered by this policy. ) Start legal proceedings in your name, or in the name of any other person connected to this policy. This can be for your benefit or our own benefit." They took over claim and does not notify you . You must be very careful when dealing with with Direct line claim as they always try to put claim liability on you never try to take your opinion and does not give you to utilise motor legal”

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Posted 4 months ago

“Had a £5000 commercial claim after a break in at Christmas did not get a penny off direct line after paying the policy for ten years had a loss adjuster who had just left school and had no idea made us feel like we had staged the break in ourselves and was basically useless would not touch Direct Line with a barge pole do not give them your business good money for no return in a time of crisis”

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Posted 5 months ago

“They quoted me £1500 the same insurance with admiral £600 what a con”

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Posted 5 months ago

“The company is the worst ypu can use for ypu car insurance . I had car accident made the claim and they did not repair the car fully the excuse was apparently the damage on the car ( dents and scratches ) was caused by previous repairs that have been done on the car ( old.paint uder the original paint). They will do anything not to pay back ot repair but they are 1st to get the money from you. STAY AWAY IF YOU CAN!!”

Helpful Report

Posted 6 months ago

“Took 5 days to provide a courtesy car to provide transport for a Mobility car user after a hit and run, The car hire confirmed that they apparently told lie after lie about arrangement that had never been made. I had to chase every day. NEVER AGAIN AVOID AT ALL COST”

Helpful Report

Posted 7 months ago

“I have just reiceved my car insurance renewal from direct line. Nothing has changed since 2020. Last year it went up aprox £100 this year it has gone up another £210 why ? I will not be renewing my cover its a joke.”

Helpful Report

Posted 7 months ago

“It is utterly impossible to speak to anyone that understands my Scottish accent at Direct Line. They transferred their call centres to Cape Town and I cant understand what the agents say, so communication is practically impossible. They have a computerised system that only lets you ask set questions so if you have anything even slightly out of the ordinary then you are facing an impossible task to speak to anyone who can communicate properly. This company is not fit for purpose. I have many years with them for home and car insurance, I'm on the verge of cancelling both policies and moving to a company that doesn't just want your money. They really are a horrible company to try to communicate with.”

Helpful Report

Posted 7 months ago

“I hope no one ever has to claim via Direct Line as they have been extremely poor in their level of service. I will start with the good parts first. Sadly I was involved in a car accident in May 2024 whereby the other party was in the right hand lane of a multi lane road and I went from my parked position moving partially into the left lane. Before I had fully moved out, the other vehicle cut across my path from the right lane with no indicators on forcing me to slam my brakes on and resulted in a crash and extensive damage to the right front hand side of my bumper. I called Direct Line and reported everything within 30 minutes - this part went fine. The courtesy car company Auxillis were fantastic too as they arranged a courtesy car within 24hrs. That is where the good part ends. The claim itself has been a nightmare to deal with from start to finish. The other party claimed I pulled out and hit their car. They didn't recall (conveniently) any parts of lane switching and causing the situation that occurred. The other party alleged to have CCTV footage which never materialised and Direct Line unbelievably were willing to settle WITHOUT any effort from their part to ask any shops for CCTV footage (which would have taken them 20 minutes of calls to do so). I took it upon MYSELF to (despite being injured post whiplash) go (in person) to every shop on both sides of the road to obtain some footage. I finally found some. I will get to the rest later. Anyway in the interim my vehicle got taken in for repair and the first time it got taken in by their chosen company DLG repairs they managed to lose one of the arms that holds up my boot flap (which obviously they denied touching) and also fitted my car with a replica bumper which started falling off within a week. To rub salt in the wound they then had the cheek to as me to drop by in person with my car to get it repaired even though it was their error (bearing in mind I was still recovering from whiplash!). In the end after making me wait close to a month they came and carried out the repair. But the second time it came back all the lights had stopped working. I couldn't BELIEVE it. I had the vehicle fully serviced prior so I know everything was in full working order prior to them taking it in. They again asked if I could take it to them. I was stunned. I had to pay a local garage to fix in the end. DLG and Direct Line reimbursed me a small fee for their atrocious handling of the whole situation. Anyway... here is the icing on the cake. After over 3 months of going back and forth with the third party company taking over one month to reply at a time, Direct Line FINALLY review the footage and their handlers decide I am 100% AT FAULT even though I supplied them with the footage to prove my innocence. I am in utter disbelief. I really hope none of you have to go through what I have been through. I had been a customer of theirs for many years and really disappointed with the way they have dealt with everything. A reputable company name should reflect excellent service all around. Sadly they fell short in sooo many areas and I hope they read this and re-train all their staff and car claims service as a whole, as it has been beyond a joke.”

Helpful Report

Posted 7 months ago

“Do not go with this company, they give no support when you have your car damaged and the other person is clearly at fault, they give the reason not to take the matter forward as "risk you might get the whole blame". without investigation, Very poor inexperienced personnel who deal with your incident, who have very little idea of what they are talking about. Customer service on the whole is "crap", left them almost 2 years now after shocking personal treatment, will never go back. They have now joined comparisons websites for the first time, please before you choose them, read the reviews, the cheap price will likely result in cheap treatment”

Helpful Report

Posted 8 months ago

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

Helpful Report

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.”

Helpful Report

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

“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

Direct Line is rated 1.6 based on 266 reviews