Direct Line reviews

Very disappointed with Direct line. They do not reward loyalty at all. They tried increased my car insurance by £400 a year with no reason or justification. They also tried to increase my house insurance by a significant amount with no …

The WORST customer care I have ever experienced. Waited on hold for 45mins only to be hung up on twice. Very difficult to deal with

Denied travel claim against policy wording
Tried to claim under the travel insurance policy where a domestic flight in Australia was cancelled and we were rebooked for an arrival 30 hours later. The …

Well over priced compared to most! I’ve been a Direct line customer for years and I have never paid over £500 for our car insurance, only to be told its £1650 this year!! Sorry but thats just ridiculous. I have since been quoted £638 and now happily insured.

Used Direct line as they were the cheapest but the next year they increased their premiums by 20% making them uncompetitive.
Went on their website to stop the auto renewal which is no easy task ( surprise …

Excellent service all around from Direct Line. I had a no fault accident, insurance details were exchanged & the other parties insurance company (Direct Line) contacted me the next morning. …

Interview complete waste of travel and time they had perfect person their loss

Couldn’t wait to get me out of the hire car once I’d accepted a pay off. They did say I’d not be rushed into getting another car. I got less than 24hrs before the cancelled the hire.

Fantastic in every way. My car got hit whilst parked and the person drove away. Direct line were brilliant at organising the repair, the courtesy car and being generally helpful every step of the way. The work done is fantastic, couldn’t be happier!

Spent an hour waiting for someone to answer the phone. Was incredulous when informed that there system changed in January and she was unable to get onto a new system. Why on earth was this woman allowed to receive a phone from general …

Directline Pet Insurance made everything so simple and easy. Their claims team were friendly and helpful and they did everything they could to help my dog, Frida. We are delighted with the service provided : I would strongly recommend …

Had car insurance with them for a few years, using their drive plus plug-in to earn gold standard drive score discounts. …

I have had the worse experience of taking out a travel insurance with Directline. Whilst I was on holiday my dad had a massive heart attack and he went into coma. I was in a very emotional situation for me and my family. …

Literally doubled the cost of our insurance when we changed a car on our policy – compared to their own website – £816 over the phone, £346 on the website, and unsurprisingly cheaper elsewhere. When we rang to ask for the difference back …

Small medical travel insurance claim made over the phone 1 week ago. Cheque arrived today. Excellent service from Ethan on the telephone. Thank you.

Would give 0 stars if possible!!
My van needs to back a 3rd time for a simple repair, as well as being down £1400 lost earnings

Horrible customer service had no or very little support had non fault crash and I have to chase everything spent hours on phone trying to sort out car collection and hire absolute joke, just use cheapest comparison sites these are not worth the extra costs. Attached photos of calls I have made with no results,

Cancelled my sons policy at 9 months saying there is default in policy so can’t carry on and new prices high. Will never use again

If I could give lower rating I would. Paid the pet policy for over 12 years and first time I tried to claim was told to pay for treatment myself until they could review my dogs medical records. Not the service you expect when your dog is …

Took a policy out and after 4 weeks bought a new car rang direct line to swap cars over but quoted over £600 more (60%more) for the new car even though the new car was in the lower insurance bracket rang the useless customer service only to …

Horrible customer service, Kimberley was mocking me on the phone and her answers were ”meh, nah” Pretty much ”I do not care” attitude…. Absolutely disgusting.

Currently trying to renew my policy via WhatsApp as the website doesn’t show the renew policy button for some reason. Losing the will to live. Send help.

After insuring my home with Direct Line for last 12 months (without making a claim) I receive a renewal letter advising that my insurance policy will automatically renew on its anniversary & I don’t need to do anything. What the letter …

I didn’t know that Google could review my calls and then ask me to do a review based on those calls, it’s not creepy, I mean there not like a government or sumthin. Stick with your insurers, it’s easier than doing more paperwork.

My reg no. was incorrect on my certificate, I tried contacting direct line by Web chat and on hold on the phone numerous times without success. I got through when I did not renew due to a huge increase in premium.

I have been a Direct Line customer for over 15 years! With over 6 properties for home insurance and car insurance. I’ve paid them in excess of £30’000 and never had a claim in my life. We had a leak in the downstairs. Our entire wooden …

Needed to change my number plate but couldn’t do it on the Direct Line app so called took a while to get through but hannah sorted it out quickly and efficiently and also sorted my documents out so thank you

Just started our second year with direct line, the staff are always polite ans helpful not pushy with extras! Helped me with a cheaper quote which was so easily done and left me feeling very accomplished and happy!

Just had such an amazing experience with this company Jayden sat on the phone and talked me through everything so politely, never had such good customer service from such a big company, there were no complications he got the job done and …

Don’t waste your time with them unless you’re The Queen they won’t be interested in insuring you for anything.

I have to say that I thought extremely highly of directline and have remained with them for over 3 years, sadly my loyalty does not count for anything, everything was fantastic until setting up a second vehicle policy, which to be quite …

Took 40 mins for phone to be answered got a quote expensive which is unusual they are usually very competitive

Amazing service today spoke Andrea in the doncaster contact centre. Prompt service and not painful like other companies. Hope her manager picks this review up.

This company try to blame everybody but themselves. I got hit on the roundabout,according to direct line i should’nt have been there. No sympathy or understanding for a disabled 78 year old man who needs a car to get to the shops. My answer don’t deal with this bunch of heathens.

Great service everytime, very professional, highly recomend to everyone 👍 …

Cheapest car insurance and not on comparison sites. Easy to make updates or talk to customer services

I have had to resolve claims for other family members who had a but to let policy and another who had a motor insurance policy. Both departments dealt with the claims unprofessionally and offered lower settlement amounts. Even when …

The fact he’s done it in his grandads remembrance and still learning at a time like this I got some food on Friday and it was well worth the wait giro’s are the best in town made to my perfection nice one gavin all the food I’ve tried as been really tasty best of luck for the future

I feel dirty.
Very polite and accommodating whilst taking my money, soon as I tried to make a claim then you discover the dark side of this company. …

Really incredible food. The waiting staff were excellent, very helpful guiding us through the food options and we had a lovely evening. Would definitely go back again.

Rung and cancelled my policy months ago. turns out I was lied to and they didn’t bother cancelling.

Absolutely shocking customer service, everyone makes mistakes, a good company rectifies those mistakes. Even if that’s with a warm apology. I’m actually speechless. Find a company that values it’s customers.

If I could rate them worse I would. dog needed surgery on one leg which they payed . 8 weeks later he needed the same on the other leg seen by the vets which found no fault there before. Direct line said both leg’s are the same claim and would not pay for the surgery.

Excellent customer service and the service in general has been speedy and excellent. Had a claim and no messing about dealt with it professionally and promptly.

Can’t praise them enough. Always a decent quote and deal with claims straight away in my experience. …

Direct Line have (up to now) been fast and efficient, very helpful and transparent in their communication. The customer service from telephone communication is excellent.

The lady I spoken to was lovely really polite and a credit to your company,,how ever not the cheapest quote by a long way

THIS OUTFIT ARE JOKERS WILD!! FLASHY TV ADDS !! WELL GUESS WHOS PAYING FOR THOSE MULTI MILLION £££££££££££ ADDS ?? ALL THE MUPPETS WHO GET INFLATED INSURANCE FROM .DIRECT LINE !! JUST HAD VAN QUOTE FROM….DIRECT LINE [ive got 25yr no …

Not happy filled in forms for a Travel insurance Quote once completed tried to pay with debit and credit card wouldn’t accept any cards ended up giving up then tried in the morning to retrieve quote so had to reset password still waiting 24 …

As normal excellant service and politeness. Would definitely recommend Direct Line

great experience with Direct Line – dealt with 2 claims efficiently and without fuss – insurance is not all about price – occasionally we need to claim and when we do DLG are great

Tried to almost double my insurance premium. I am disgusted with this company AXA are great!

Good price last year whenever you phoned them you did not have to wait long and every 1 who I spoke to was very knowledgeable

Good staff, always willing to help and answer questions. Service led rather than sales.

Best insurance so far no rip off like others very easy buy online good value of money u can even chat with their customer advisors who are very professional and polite if u dont wana call.

Direct line are really friendly and helpful and Saheel who dealt with me was patient andd professional and couldn’t of been nicer

Absolutely horrific car insurance fully comp tried to repair the car cosmetically and return it with mechanical faults cowboys don’t waste your money with these idiots absolutely shocking

There staff and customer service is good however their lack of effort to actually come to a conclusion is quite frustrating.

been waiting for refund have wrote rang and sent lots of e mails and they dont get back to me this is frustrating

Did exactly what was asked of them, notes were clear as they did not ask me to repeat myself.

Great service and I got my car insurance for more than HALF the price from my previous provider.

I just wanted to see where the main office was in Leeds city centre. I decided not to make the journey into Leeds Centre as there’s so much traffic.

Great policies, easy to sign up and excellent customer service from the call centre.

Excellent service, straightforward to deal with when needed. Highly recommended.

Great customer service all the time highly recommended

I work here and it’s a brilliant employer with great staff progression opportunities.

My insurer well happy with them atm. All.staff friendly

Gentleman i spoke to was great but direct line themselves were awful

bit different when you make a claim to how mr wolf portrays this company on tv

Cancelled my renewal quote but they still took over a grand out of my account

Best insurance company, they will go the extra mile for you!!

Direct line is a very good reliable and the staff are very friendly and helpful

☎️🚗
⛪🏞️
🟩🚩 …

They have always looked after me.

What more can I say?

Not very helpful rude on the phone and very over priced

Loads to do with the kids. They really enjoyed it.

Always top service everytime I call.

Happy with renewal ,

Easy and polite staff, great to use .

All in all a good insurance company