DirectLine Insurance Reviews 

The great thing was how professional, and helpful Casper of Directline was from beginning to end. I appreciated the time he took to explain the questions that I asked him. and the information helped me to renew my home content insurance with a suitable cover. He advised me that he could not make a decision for me, and read out all the necessary legal stuff. I have 5 years no claim bonus and I have renewed having gone through my cover requirement.

Absolutely dire to say the least!
Not customer friendly & neither were the staff there that I encountered from start to finish.
The complaints procedure is rigged, full of loopholes & cover ups.
The person that handled the complaint Stephen Green for “customer relations” was rude, cocky, arrogant & unprofessional & wouldn’t let me speak to a manager or supervisor.
He didn’t cover my complaint nor was he helpful in the slightest.
I was previously with RSA & they were brilliant. Since transferring to directline it has been crap!
As you have probably gathered I would not recommend.

After a decade of insurance without a single claim of any kind and despite having considerable cover, Direct Line Insurance have tried to manage my claim through a third part provider and made to aid insult to injury the third party made an offer directly (ironic isn’t it Direct Line Insurance) for half the value of the item stolen. The process is taking months to resolve. I can’t help thinking I’ve been ripped off by Direct Line Insurance. My claim is with their Relations team and when I rang this morning I was told that they could not even provide a timeline for resolution. I guess legal action is now a serious consideration. Buyer be ware, as they say.

Been with direct line home insurance 4 years. Renewal skyrocketed. Phoned and went online to cancel auto renewal. On line U/S. On the phone 30 minutes to cancel. At one stage I was put on hold for at least 5 minutes for NO GOOD REASON.. AVOID THIS COMPANY,

Could not believe when I input all our data for a new car insurance quote - mature drivers, no convictions , no points, a full clean license to told unable to insure us and when I contacted them by phone as to the reason why was unable to be given an explanation. Their loss as we got the cover we needed with another company . Shameful that they advertise their products on TV when unable to deliver.

Just received a renewal notice from DirectLine with an increase of 60%, no details have changed, was expecting an increase as with everything else these days but this is just undefinable except as blatant profiteering. Policy cancelled 😡

I got the shock of my life after doing a car insurance quotation with DirectLine. They advertise that they are not on comparison sites and I now know why. Absolute rip off, I'm a 62 yr old with no convictions , points, a full clean license. I have never paid over £300 for car insurance in my life. DirectLine quoted £1047.00 for comprehensive cover on my current vehicle. I found the same cover for £437.00 with LV. Do yourself a favor and look elsewhere.

I HAVE WRITTEN A REVIEW ABOUT THIS COMPANY ALREAD AND THIS IS STILL GOING ON .PLEASE READ PREVIOUS REVIEW .
I HAVE SUBMITTED THE QUOTE TO GET MY CAR REPAIRED AND THE GARAGE IN QUESTION HAVE ALSO SENT IN THE QUOTE .THEY TOLD ME ON THE 7/09/23 THE ENGINEERS WILL LOOK AT THIS AND WILL HEAR FROM THEM IN 5 DAYS .AGAIN NOTHING I PHONED THEM AND SUDDENLY THEY HAVE NO REPORT OF MY CAR .I SENT IT TO THEM AGAIN ON THE 19/09/23AND WAS TOLD BY FRIDAY 22/09/23 I WILL HAVE AN ANSWER .AGAIN NOTHING .I CONTACTED THEM AGAIN TO BE TOLD THE OTHER PERSON I SPOKE TOO SHOULD NEVER HAVE TOLD ME THIS .SOME 35 PHONE CALLS LATER I AM NOT ANY CLOSER TO A RESULT .THEY KEEP TELLING ME SOMEONE WILL GET BACK TO ME AND NEVER DO .EACH TIME I AM ON THE PHONE OVER AN HOUR .MY SO CALLED CASE HAS BEEN SENT TO GOD KNOWS HOW MANY DIFFERENT DEPARTMENTS AND NO FEED BACK AT ALL .I AM TOLD TODAY 28/09/23 THAT AN EMAIL HAS BEEN SENT TO ME WHICH HASNT BEEN SENT THAT THEY WILL HAVE AN ANSWER BY THE 20/10/23 .WHAT A JOKE .
A SIMON COOPER WHO TOLD ME I CAN PHONE HIM ANYTIME WHO IS ONE OF THE ENGINEERS WILL NOT ANSWER HIS PHONE OR RETURN CALLS AND ALSO A DANIEL BENT IS ALSO AN ENGINEER .A GARY JOHNSON IS THE MANAGER OF THE DIRECTLINE BODY REPAIR SHOP IS ALSO INVOLVED .BETWEEN THEM ALL THEY WILL DECIDE IF MY CAR CAN BE REPAIRED BY A SUITABLE REPAIR BODY SHOP.SIMON COOPER HAS TOLD A MEMBER OF DIRECTLINE CUSTOMER RELATIONS CASE HANDLER.THIS EXACT WORDS COPIED AND PASTE .
Following on from our conversation today 3 August 2023 the engineer Simon has authorised you to retrieve and estimate for the rectification work to be completed by a Mercedes dealership of your choice.
Once you have the estimate and it has been authorised, DLGAS will stand the costs.
THIS IS NOT WHAT IS HAPPENING .I HAVE BEEN TOLD BY A GARY WILSON FROM THE BODY SHOP OF DIRECTLINE THEY WILL NOT PAY FOR THIS .AS THEY FEEL THEY IS NOTHING WRONG WITH MY CAR .LET ME TELL YOU WHAT THE MERCEDES DEALER HAS COME UP WITH IN SHORT .BRAND NEW PANEL HAS HAD BODY FILLER APPLIED .THIS IS DUE TO PAINT BUBBLING AND RUST FORMING ON TWO SEPERATET OCCASIONS .PAINT HAS BEEN APPLIED WITH EITHER AIR,WATER OR OIL IN THE PAINT LINE GIVING POOR PAINT FINISHED RESULT THIS IS ON A NUMBER OF PANELS .OVER SPRAY OF LACQUER IN MANY AREAS AND OVER SPRAY OF PAINT ON MY ALLOY WHEELS .WHOLE BODY HAD BEEN BUFFED AND THEY HAVE FOUND POOR BUFFING ON EVERY PANEL LEAVING SWIRL MARKS EVERYWHERE .ALLOY WHEEL NOT REFURBISHED CORRECTLY AND NOW HAS WHITE BLEEDING ON IT .DOORS NOT ALIGNED CORRECTLY MAKING ME BELIEVE THEY MAY NOT BE SECURE .THE REPAIR COST DIRECTLINE SOME £8500 TO REPAIR AND THE NEW QUOTE IS OVER £9000 .THIS IS BECAUSE THEY HAVE TO DO ALL THE REPAIRS AGAIN AS IT IS OF VERY POOR QUALITY .THIS IS JUST SOME OF THE ISSUES AND DIRECT LINE ARE DECIDINGING IF THEY WILL PAY FOR THIS OR NOT WHEN IVE ALREADY BEEN TOLD THEY WILL NOT .BUT THEY ARE NOT TELLING ME THIS DIRECT ONLY A GARY WILSON HAS TOLD ME FROM THE BODY SHOP OF DIRECTLINE .
I PAID GOOD MONEY FOR THIS CAR THAT WAS 3 YEARS OLD AT THE TIME AND IS NOW 6 AND HALF YEARS OLD .FOR THE MONEY I HAVE SPENT WHEN BUYING THIS CAR I HAVE ONLY SEEN THE CAR IN GREAT CONDITION FOR 1 MONTH APROX 3 AND HALF YEARS LATER MY CAR IS OLDER AND STILL NOT RIGHT .IN AFECT I HAVE PAID A FORTUNE FOR A 6 AND HALF YEAR OLD CAR THAT LOOKS LIKE HELL .AT THIS POINT I WOULD NORMALLY BE BUYING ANOTHER NEWER CAR AS IT IS OLDER NOW BUT I HAVNT EVEN HAD THE TIME TO APPRECIATE THE CAR I BOUGHT .THE CAR IS DATED NOW AND I HAVE PAID OVER £17500 FOR A SHED .AND DO DIRECT LINE GIVE A DAM .BE WORNED PEOPLE .SERIOUSLY BE WORNED .OH AND DIRECTLINE ARE NOT AN INDEPENDENT COMPANY THEY ARE WITH A UK INSURANCE GROUP .THIS MEANS OTHER COMPANIES YOU WILL KNOW OF ARE LINKED TOGETHER WITH THEM .

I just received my renewal quote. No changes, no claims - identical to last year's policy - but an increase of 67.5%. Goodbye Direct Line

earlier this year a police van crashed into me I told direct line and they said they would look into it and said that they would tell me the outcome of who was to blame moving forward I had a letter through the post I opened it up and that the found the lying corrupt criminal police at fault so I was in the clear moving on my car insurance is up for renewal I opened the letter and they wanted £550 more I phoned the up and I asked them why that was and she that I was the one to blame for the accident and I argued with her saying I have got it on camera and the letter and saying that I was not at fault and she said I need to phone a different department and I should speak to them on Monday don't trust them they are not worth it there corrupt just like the police

I am here to express how disappointed I am in direct line car insurance they have allowed other people / persons to insure a car in my name this has resulted in serious action taken towards me , they should be doing more vigourous checks and not allowing Tom dick and harry call up to set up policies !! Also they fail to take responsibility and try cover their tracks letting different employers answer to the others mistakes .. dreadful !!

Im trying to get a combined car/ house quote. Went online and was directed to phone their premium helpline; called them to be told i wasnt rich enough for their service; went back online to try to get a car quote; told by computer my e mail address which ive had for years doesnt match the other details, which have also been the same for years; holding now for another helpline which will take 30 mins. What a laugh - you couldnt make it up!

The poorest of service. I cancelled a renewal policy a month in advance - this was ignored and money was taken from my account. It is going to take 16 days for the refund to be credited. This is money I need for my bills and food. Absolutely disgusted. I am lost for words. Please people...go elsewhere.

DirectLine Car Insurance has just attempted to increase my premium by 50% with no justification whatsoever. I called them only to be told they could not reduce their quote. Obviously, I won't be renewing with them but it is egregious that they would even come up with this figure. Avoid at all costs - and theirs is ridiculously high. Never again.

I was turning right from a driveway onto a main road a car gave way to me, as I was about to complete the maneuver a motorbike behind the car that gave way to me decided to go and overtook the car giving way to me. The rider did not sound the horn, swerve or stop but crashed into my car. Direct Line said I went into the path of the motorbike even though when I started to turn right while the motorbike was behind the car giving way to me, plus a witness confirmed that statement. I have lost seven years of my no-claim bonus and my insurance went up over 100 percent.

One year ago someone crashed into my wife’s parked car. No one in the car and it was a straight forward who was at fault. Directline have strung this out.
Customer service is from the 1970s where staff talk over you. Talk at you. And quite frankly tell you lies. The best one was from yesterday where “Lindsey” told me they have upto 3 years to settle a claim…. When I said not when it’s this simple. She got very stroppy. Then I realised they are trained to be this rude. Phone calls are recorded so managers know. My wife has had to pay a higher premium because Directline considers this her fault accident. They are still holding £400 excess and after over a year of waiting on the phone for an hour for it to be answered on multiple occasions they are now offering me £50 compensation! It goes to show what they really think of their customers.
Please avoid this shower of clowns

Firstly they accidently cancelled my insurance, luckily I have screenshots to prove renewal... Then after an unfortunate accident on the 5th January 2023 I am still waiting for a resolution.
They throw a hire care at you and then ignore you.. It's impossible to get through on the phone line or get a response online. 26 day's into the claim, my car has not been viewed or fixed just referred to an engineer... Steer well clear!!! Directline are a shadow of their former self.

Avoid direct line They do everything they can not to pay out . Send assessors Martindales who confirmed both garage doors damaged due to break in , new door ordered They then tell direct line only one door damaged ! Directline refusing to pay out , as for the stolen goods, unless I provide receipts proof of purchase They will not pay out ! Who keeps receipts for everything they purchase?

Direct Line have insured my cars for many years.
On rare occasions when any claims they have always been first class.
However on the 20th of October 2022 I had a minor off road collision with a gate frame, causing damage to front passenger wing. Completely my fault with no one else involved.
Reporting the incident was a problem, difficulty with their agents South Asian accent.
At one point declaring my vehicle was not insured with them.
I had obtained an estimate from a leading repairer which was grossly inflated, possibly resulting in an uneconomic repair. Vehicle being 14 yrs old, Honda Mk111CRV. With 83000 miles. Current value £2500
Having good contacts in the motor trade I sought alternative estimates.
With the aim of achieving a quality, economic repair. Which should be to the satisfaction of the insurer.
Extensive high resolution photos of the damage were provided together with details of parts required. Cost of repair approx £600.
Initially advised authority to proceed would be given by the end of October. Repair provisionally arranged for 7th November. With parts placed on order.

This arrangement having to be cancelled.

Direct Lines “Damage Fulfilment Unit” Advising NO authority to go ahead could be given until the 15th of November at the earliest, without exception. Reason
the Engineering Department were experiencing unprecedented workload!
The fact the repair is not complex, basically a replacement wing, the structure and safety of the vehicle not compromised, the incident straight forward, I found this to be unacceptable leading me to formally complain.
Whilst the vehicle is drivable I do not wish to use it until repaired.
I was offered a courtesy car, declining in principle because the cost to Direct Line would certainly exceed the cost of promptly authorising repair.
A simple claim has become unnecessary stressful. With a potential for at least a months delay. How is this justifiable, what is the real reason for this inefficiency?
Surely some expedient method of addressing simple claims of this nature should be possible?
I feel profoundly let down by a company I previously trusted.

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