Direct Line Reviews

Their customer service is none existent, I'm waiting for them to authorise the repair of my car after more damage was found but what do they do? Phone the hire car company and tell them I'll be needing the courtesy car for another week! Unbelievable. If they want to make a phone call the phone the bloody repair centre and give them the go ahead.Can I award zero stars?

Put my insurance on hold without telling me so I almost drove uninsured. We're incredibly rude to us, we had 3 cars insured with them and had do for many years. We left direct line a couple of years ago and would not recommend them to anyone! Kept trying to get more money out of us by insisting that I (an 18 year old at the time) was the main driver of the vehicle when actually the main driver was my mother (10 years no claims) who used the vehicle everyday for work, I only used it in the Uni holidays. Please avoid this company, they made our lives difficult.

Hi, I telephoned Direct Line on 23-11-12 for an insurance quote as I was downsizing vehicle and wanted a new policy I could add my twin daughters on to who were 17 in the summer an had just applied for their provisional licences, so they can begin driving. Direct Line advertise that all named drivers would receive no claims ...  Read the complete review

I'm on my third year of being insured with direct line. I went with them as they were one of the best quotes I got when I first looked at insurance and were really friendly and helpful on the phone. They did try it on a bit with my renewal quote, offering me a far worse deal than a new customer, however they did cave eventually and match ...  Read the complete review

I'd been with Direct line for a few years and at the time received very good service. For a variety of reasons including a company car I'd not needed personal car insurance for some time but things change and in June of last year i needed to take up a fresh policy. At the time i shopped around and it seemed that direct ...  Read the complete review

We were with Direct Line for car insurance since 1985 and hadn't claimed anything in the past 15 years other than a couple of glass replacements a few years back. We haven't moved or started driving more and our car is 6 years old and not worth that much. So when they asked for a premium more than double the previous year's I phoned to ...  Read the complete review

I was involved in an incident where a van travelling in front of me on the motorway had something fall from where is was strapped on the top of their van and hit my car. Unfortunately my premium was due for renewal that week and although I had already paid it, the policy had not yet started and they asked me to pay an additional £800 ...  Read the complete review

I had cause to make a minor claim from Direct Line earlier this year. They were totally inept, and ended up costing me hundreds of pounds. When I complained I was literally ignored for 6 weeks (despite numerous calls and letters), until I involved the Ombudsman. Since then they have fobbed me off for 10 weeks whilst they "investigate". Hopeless does not come close. I would never go near them again if they insured me for free.

I used Direct line a few years back and was not impressed with their service to customers then so I have not used them since. A few work collegues and members of my family have used them recently and were appauled with the treatment from the customer service team. My mother had switched from MoreThan a month ago to Direct Line as they ...  Read the complete review

If they offered me free insurance, I would not take it. They are the absolute pits. If you are unfortunate enough to have to initiate a claim be well warned and keep copies of every document you send them. Keep full details of every telephone conversation and the name of their contact, log details of dates, times and facts discussed. ...  Read the complete review

I have used Direct Line a couple of times and must say I have been very impressed. I work in insurance so am particularly fussy about which company I choose, and do not only consider price as many do. Every time I have needed to speak to them, their phones have been answered quickly by professional, helpful operatives. They also ...  Read the complete review

I've been a direct line customer for 2 years and have just renewed for a third year. I live in central London and am 26, therefore insurance is quite expensive! Having searched all the price comparison websites a couple of years ago when i took out the policy and again at each renewal, Direct Line consistently beat or at least ...  Read the complete review

I am a new driver this year and unfortunately had an accident last month. I am absolutely furious and extremely disappointed with the service I have had from Direct Line! To start off with, I thought that this is just the way it works but now I know better! They don't return calls when they say they well, they fob you off with ...  Read the complete review

i had been with direct line for over 8 years but have recently had to leave due to imcompetance! they charged me over £2000 for a renewal and then couldnt get it right. took many many phonecalls and they still had the nerve to try and charge me for cancelling! were a good insurer as long as you never want to leave!! they tell you anything just to get you off the phone and not 1 of the people i spoke to realy knew what to do RBS have destroyed a good reputation and just dont care about the customerAVOID !! now using CO-OP bargain!

Totally incompetent. Somehow get wrong information on record (without even discussing the alleged incident with me). Took months and they paid out for no damage based on lies from a very agressive person.

Where to start? Direct Line Motor insurance are by far the worst insurance company I have ever had the displeasure of dealing with. I made a claim around 4-5 years ago. Someone hit my car whilst it was parked. I gave all the information including the FULL details of the driver etc to DL and yet it still took them a year to ...  Read the complete review

I have been with Direct Line for nearly four years with their car insurance and I would recommend them to anyone in terms of price and ease of setting up a quote. As you go directly to them they are able to offer you a cheaper price than many of the sites that are included on the comparison websites, I have not once found anyone that ...  Read the complete review

If you are going to cancel your policy because you are going to work abroad for a few years - do it 3 months in advance and send 10 copies of every letter recorded delivery. You cannot contact them from abroad, they will not contact you and they will set their rabid debt collectors on the case in a flash when you are powerless to defend yourself, let alone discuss the problem with them. 0800 numbers do not work internationally and there is no contact email address. When you get a relative to ring for local contact details they wont give them or talk to your representative. If you live in a place with no postal service like me then you've had it. To top it off they cant even decide which insurance they are saying I didn't cancel properly - every week they change their minds.

I have had pet insurance with Direct Line for years and they have always paid out claims within 3 weeks untill now !!!They now take over 7 weeks to pay out, I am still waiting to be paid out on a Pre-authorised claim since 9 Feb 2010 to day is the 12 March.A pre-authorised claim is one which is approved before you send it so payment should be swift.They are playing a pay out very slowly game, Do they have the cash ???

I have been a customer of Direct Line for nearly two years now and they have been the cheapest quote I have had on my car insurance for both of those years. My cover with Direct Line is Fully Comprehensive and includes both legal cover, and personal accident insurance. Direct Line also offer a break down recovery service although I ...  Read the complete review