Van Line Direct was an easy site to use & complete an application form for van insurance. I received a couple of confirmation calls & the agent was polite & efficient. The quotes were competitive &... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Quickly sorted a change of policy because my age required it. Factored in mileage and found something cheaper. Overcame all the difficulties the payment system presented. Young woman sorted and... See more
Company replied
Did the job in the end, the only bad was the internet kept going down when on calls so I had to keep calling back.
Company replied
Overall all very happy with the service provided. The team were quick and efficient to get the policy over the line. I spoke to Billy Simmonds who handled the process very professionally. Thank you
Company replied
Company details
Written by the company
Time is money - save both with Insurance LineDirect. Want to save time and money on your van insurance? Well that’s exactly our aim here at Insurance LineDirect. With a large panel of top UK van insurers to choose from and a UK based team of dedicated insurance advisors to search for the most competitive rates, we can make buying your van insurance a quick and hassle free process.
Contact info
United Kingdom
- vanlinedirect.co.uk
4.1
Great
12K reviews
Replied to 94% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Reply from Van LineDirect
Good Afternoon,
Thank you for your kind feedback.
We are pleased to hear that you received good customer service and that everything was clearly explained. Providing helpful and straightforward support is very important to us.
We truly appreciate you taking the time to share your review.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Loyal repeat year on year customer
Loyal repeat year on year customer. Use online portal to change number plate but still same vehicle. Get to end of set up to have a message that this cant be carried out call blah blah blah, requested a call back via automated system. No call back so i called and then finally asked to pay £45. Hang on all you did was put an obstacle in the way so that you have to make an adjustment instead of me online. Other van is due for renewal next 2 weeks,the one youve insured since 2019. Guess whos not insuring it this year. ONTOP OF NO COURTESY VEHICLE SUPPLIED TO ME IN 2022 WHEN VAN WAS HIT BY ANOTHER DRIVER and i did all the running around to sort out the claim with the other insurer,i let that slide bit this is the end. Once this new policy has gone so will i.
March 4, 2026
Unprompted review
Reply from Van LineDirect
Dear Mr. Boucher,
Thank you for taking the time to share your feedback, although I am genuinely sorry to hear about your negative experience.
We are entitled to charge for the services we provide as a brokerage, and our standard mid-term adjustment fee is £45, as per the terms of business that are in place. This fee applies to the work involved in arranging and administering changes to your policy with the insurer. I do appreciate that this can be frustrating, and I am sorry that this has caused you concern.
At the time of your request, our app was unfortunately experiencing a technical issue which prevented policy adjustments from being processed. This issue has since been resolved. I am sorry that this meant you had to call us to complete the change. However, please be assured that the mid-term adjustment fee also applies to adjustments made via the portal, so this was not a deliberate barrier to prevent customers from making changes online.
I hope that when you spoke with our team on 05/03/2026, our actions demonstrated our commitment to supporting you as a valued customer. Your experience is very important to us and we are always here to help where we can.
I also appreciate your frustration regarding your insurance claim. As a brokerage, we do not manage claims directly, as these are handled by the insurer or their appointed claims handling agents. That said, we would welcome the opportunity to understand what went wrong and, if appropriate, raise your concerns with the relevant party on your behalf. Although some time has passed, there may still be an opportunity to review the matter if it has not been raised previously.
I understand that you were unable to speak with us further on 05/03/2026 to discuss these concerns. Should you change your mind, please do not hesitate to contact us. Customer satisfaction is very important to us, and we remain committed to addressing any concerns you may have.
Wishing you a pleasant evening.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Overall all very happy with the service…
Overall all very happy with the service provided. The team were quick and efficient to get the policy over the line. I spoke to Billy Simmonds who handled the process very professionally. Thank you
March 4, 2026
Unprompted review
Reply from Van LineDirect
Dear Freddie,
Thank you for your kind feedback.
We’re delighted to hear that you were happy with the service and that Billy Simmonds handled everything professionally while getting the policy arranged quickly and efficiently. He will be very pleased to know his efforts were appreciated.
If there is anything that prevented this from being a 5-star experience, we would genuinely appreciate your feedback so we can continue improving our service.
Yours Sincerely,
Charlie Brne
Van LineDirect
Billy was polite and helpful and made…
Billy was polite and helpful and made the purchase of my van insurance quick and painless.
March 4, 2026
Reply from Van LineDirect
Dear John,
Thank you for your kind feedback.
We’re delighted to hear that Billy was polite and helpful, and that he made arranging your van insurance quick and straightforward. He will be very pleased to know his support was appreciated.
We truly appreciate you taking the time to share your experience.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Reply from Van LineDirect
Dear Martin,
Thank you for your feedback.
We’re delighted to hear that your initial call was met with stellar customer service. Making a strong first impression and providing helpful support from the outset is very important to us.
We appreciate you taking the time to share your experience.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Great service
March 4, 2026
Reply from Van LineDirect
Dear Billie,
Thank you for your feedback.
We’re delighted to hear that you received great service. Providing a positive experience for our customers is exactly what we aim for.
We appreciate you taking the time to leave a review.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Very easy and helpful to do
March 3, 2026
Reply from Van LineDirect
Dear Orry,
Thank you for your feedback.
We’re pleased to hear that you found the process easy and helpful. Providing a simple and straightforward experience is exactly what we aim for.
We appreciate you taking the time to share your review.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Awesome had my insurance sorted in no…
Awesome had my insurance sorted in no time,very polite efficient member of staff.
Brilliant thanks.
January 30, 2026
Reply from Van LineDirect
Good Morning,
Thank you for your fantastic feedback.
We’re delighted to hear that your insurance was sorted quickly and that the adviser was polite and efficient. That’s exactly the level of service we aim to provide.
We truly appreciate you taking the time to share your experience.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Reply from Van LineDirect
Dear Mr. Daniels,
Thank you for your feedback.
We’re pleased to hear that you found the support helpful and that everything was explained clearly. Providing straightforward guidance is very important to us.
We appreciate you taking the time to share your experience.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Reply from Van LineDirect
Dear Mr. Lisowski,
Thank you for taking the time out of your evening to speak with me today. It was good to address your concerns directly and reach a resolution that you were satisfied with. I do apologise once more for your initial experience.
We look forward to serving you again in the future.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Reply from Van LineDirect
Good Morning,
Thank you for your kind feedback.
We’re delighted to hear that the process was smooth and hassle-free, and that our team were friendly and helpful while setting everything up for you. That’s exactly the experience we aim to provide.
We appreciate you taking the time to share your review.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Reply from Van LineDirect
Dear John,
Thank you for your feedback.
We’re pleased to hear that the adviser you spoke with was helpful and pleasant to deal with. Providing friendly and supportive service is very important to us.
We appreciate you taking the time to share your experience.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Reply from Van LineDirect
Dear Philip,
Thank you for your feedback.
We’re delighted to hear that Billy was able to provide helpful advice. He will be very pleased to know his support made a positive difference.
We appreciate you taking the time to share your experience.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Very straight forward and helpful on…
Very straight forward and helpful on the phone to maje sure all insurence was right
March 1, 2026
Reply from Van LineDirect
Dear Scott,
Thank you for your feedback.
We’re pleased to hear that the process was straightforward and that our team were helpful in making sure everything on your insurance was correct. Ensuring your cover is accurate and clearly explained is very important to us.
We appreciate you taking the time to share your experience.
Yours Sincerely,
Charlie Byrne
Van LineDirect
you have to call them to validate your new policy but nobody answers phone
Set up my insurance with this provider online. went through all the questions, sent deposit and setup direct debit. It then says that you can not actually validate your insurance without calling and speaking to them.
so, you call the number and wait endlessly for someone to answe. When they do answer you have to reconfirm everything ive already confirmed once online. ive now sent the deposit and set up dd for insurance that i cant validate.
March 1, 2026
Unprompted review
Reply from Van LineDirect
Dear Robert,
Thank you for taking the time to share your feedback, although I am sorry to hear about your experience.
I understand how frustrating it must have been to set up your policy online, pay the deposit, and then struggle to get through to us to complete the validation process. That is certainly not the experience we want our customers to have, and I apologise for the inconvenience this has caused.
The validation call is an important step to ensure the information provided online is accurate and that your policy is set up correctly with the insurer. However, you should not have experienced such difficulty getting through to us.
We would very much appreciate the opportunity to look into this for you and ensure everything is resolved properly. As your review is anonymous, I am unable to locate your policy from the information provided. Please kindly text your customer reference to 0779 6055 523 so that I can review what has happened and contact you personally to resolve this matter.
Thank you for your patience and understanding in the meantime. I look forward to hearing from you so that we can put things right.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Sophie was so knowledgeable and…
Sophie was so knowledgeable and helpful. She worked hard to get us the best deal.
February 28, 2026
Reply from Van LineDirect
Dear Julia,
Thank you for your wonderful feedback.
We’re delighted to hear that Sophie was knowledgeable and helpful, and that she worked hard to secure the best deal for you. She will be very pleased to know her efforts were appreciated.
Thank you for taking the time to share your experience.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Reply from Van LineDirect
Dear Jason,
Thank you for your feedback.
We’re delighted to hear that you were pleased with both the price and the service provided. That’s exactly the experience we aim to deliver for our customers.
We appreciate you taking the time to leave a review.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Horrible experience with this umbrella…
Horrible experience with this umbrella of companies. Spend approximately 4 hours on the phone in total and the price kept going up and up. They also told me my named driver had been driving for 26 years and that is bollox as he has 100% been driving for 40 years and it says that on his license. Horrible customer service and not keen to actually give me an acurate quote. Do not recommend. Obviously have too good to be true prices. Also they hungup 3 times and to mention i was nothing but polite. Thanks
Update: Anna from the complaints team followed up with me and was very polite and says she will be looking into my complaint. I still dont agree with how I was treated and how the process went but she definitely helped this situation so thank you Anna 👍
February 27, 2026
Unprompted review
Reply from Van LineDirect
Dear Mr. Stephens,
Thank you for taking the time to speak with me this afternoon. It was good to be able to address your concerns directly and reach a resolution that you were satisfied with.
We take your concerns seriously and are committed to ensuring customer satisfaction. Your feedback genuinely helps us improve our service, so I thank you once again for sharing your experience and apologise again for your initial experience.
Please do not hesitate to contact us directly if you need anything further. We are always here to support you.
Yours Sincerely,
Anna Vida
Van LineDirect
Customer service is absolutely shocking
Customer service is absolutely shocking.
Im on hold for the 5th time to.cancel.my renewal as it wont allow it on my portal.
Although you ring the number the portal gives, that number takes all of your details but can not cancel the policy. They then dump you on the renewals.. which is 20 minutes of hold, blind transfer.. and 3 times it cuts off when it then rings through! The last Customer service rep said they'd email.fpr it to be cancelled... gues what, not cancelled. £914 on auto renewal when hastings are £310!! BEWARE
February 27, 2026
Unprompted review
Reply from Van LineDirect
Dear Mr. Golding,
Firstly, thank you for taking the time out of your day to speak with me this morning. It was great that we were able to address your concerns directly and reach a satisfactory resolution. Your experience is genuinely important to us, and I apologise once more for your initial negative experience.
If you ever need anything else from Van LineDirect, please don't hesitate to contact me directly. Your satisfaction is incredibly important to us, and I'm here to help you.
Thank you so much for your patience and understanding. I really hope that we have an opportunity to serve you again in the future.
Wishing you a pleasant day ahead.
Yours Sincerely,
Charlie Byrne
Van LineDirect
So some one hits my car and it’s not my…
So some one hits my car and it’s not my fault and my insurance doubled. How does that make sense?
February 27, 2026
Reply from Van LineDirect
Dear Mr. Benfeito,
Firstly, thank you for taking the time out of your day to speak with me this morning. I am pleased that we were able to address your concerns directly and reach a satisfactory resolution.
Your experience is genuinely important to us, and I apologise once again for your initial negative experience. I fully understand your frustration regarding the disclosure of non-fault accidents and appreciate you allowing me the opportunity to clarify this.
If you require anything further from Van LineDirect, please do not hesitate to contact me directly. Your satisfaction is incredibly important to us, and I remain at your disposal.
Thank you again for your patience and understanding. We look forward to continue serving you.
Wishing you a pleasant day ahead.
Yours Sincerely,
Charlie Byrne
Van LineDirect
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.