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Direct Line Complaints

At Smart Money People, we use the power of your reviews to help change financial services for the better. It can be extremely frustrating, and often expensive when things go wrong - whether it be car insurance, pet, life or home insurance from Direct...

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At Smart Money People, we use the power of your reviews to help change financial services for the better. It can be extremely frustrating, and often expensive when things go wrong - whether it be car insurance, pet, life or home insurance from Direct Line. When things don't go quite to plan, sometimes you have to escalate your dissatisfaction with a company. That's why we want to improve the way that companies deal with complaints from customers.

Read and write public complaints

Smart Money People was launched in 2014, and is dedicated to helping consumers get the inside track into the financial services industry. That’s why we’re now offering public complaints. With the help of your complaints we can help make the financial industry work better for everybody. Here’s how:

Voice your complaint in a public forum
Help others and drive real change
Have your complaint sent to Direct Line

We believe that your complaints can help other consumers get the inside track on what being a customer with Direct Line is really like. That’s why, by sharing your public complaint with us, you can start to help other consumers make better decisions today. You'll be helping us to drive real change by increasing trust and transparency in the financial services industry.

How do I make a Direct Line complaint?

We’ve got the simplest (and quickest) way to leave a public complaint. Once you’ve submitted your complaint, we’ll pass it to the complaints department at Direct Line. Your complaint will also be displayed publicly on Smart Money People, the UK's review and insight site for financial services, which will help others who might be having similar issues to yourself.

Direct Line currently has a score of 4.00 / 5 on Smart Money People.

Disagree with this rating? Your complaint will help to influence this rating, so let your voice be heard and share your experiences with everyone. It’s quick and easy to leave your Direct Line complaint below, and we’ll never pass on your details to anyone other than Direct Line.

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See what other people like you have said about Direct Line.

1st May 2020

Dont believe what they tell you on TV!!!!

Dont believe what they tell you on...

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Dont believe what they tell you on TV!!!!
Dont believe what they tell you on TV! They will try every way not to pay out.
My boiler has broken down, which I ended up with a £1600 bill that Direct Line didnt want to pay, as the water was merky in the boiler! They blamed that on a split Pressure Vessel! So Ive gone back to Towergate Insurance! So pleased I didnt move the rest of my portfolio over to DL!!!

Stay well away!

1st April 2020

I was assaulted an my car stolen and no help and blamed by direct line

Hi...

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Hi everyone
This Direct Line Car Insurance they are not serious My solicitor it’s taking them to court

I have been with direct line for more than a year and I have been their customer for several years


I was trying to sell my Audi TT last week
I advertised on a gumtree
Someone asked to view the car to buy the car
He asked to meet us at Chiswick where my friend lives

The strange buyer tested the car and starting talking about negotiations
Suddenly he pushed my friend to the ground and drove off
The police arrived and after some questions just gave the crime reference number

After that we called my direct line car insurance for help
The direct line asked us all the questions and the day after they blamed us for let the keys on the ignition and therefore CAN NOT PAY for any losses
I have told them that at any point or moment the car was not abandoned and was a planed assault
So what’s the point to sign for a full comprehensive insurance fire and theft??

So this direct line insurance people that they are crooks and not helping at all
I could get killed or stabbed??
You direct line I was telling you the truth and because of telling you the truth you are refusing to help me

So people be aware of this direct line car insurance they are not good they will blame you
In my all life I have never ever claimed for any theft or car accidents
No consideration for the customers after you pay every month for your insurance when you need help from them you will get false accusations and instead of the the victim they will call you the fraudster

Thank you Claims direct car insurance
This it’s the way you are treating me as a criminal

I have got my property insurance with this direct line I need also to cancel as I don’t trust them

I do not recommend any one to deal with this insurance


Regards

E Barreto

18th February 2020

Avoid if you value your sanity

Do not even try to get a quote from Direct Line Insurance if you value your...

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Do not even try to get a quote from Direct Line Insurance if you value your sanity.
Unfortunately, I realised the extent of dissatisfaction of their customers and potential customers when I read the comments of their customers. This was after I tried to get a quote from them and to my horror they declined to give me a quote! Then patronised me by saying that of course I can apply again when my circumstances change.
When I asked them what circumstances had to change, their unbelievable answer was that their decision is based on their underwriting criteria and I was not allowed to know the factor or factors that resulted in their decision!
In other words I can reapply when these factors personal to me which are secret to me change. No doubt any sane and reasonable person can see the ridiculous, unfair and stressful position forced on the unlucky people who try to get a quote from them.
Whilst I accept that they have a right to offer insurance (Or not) to whoever they prefer, it is their total disregard for the impact of their decision on their potential customers and their refusal to concede that people should be able to ask on what basis a decision has been made that may have potential impact on their future insurance application.

12th February 2020

they dont pay out

Good...

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Good afternoon

Following your previous conversation with Colin, the claim has now been returned to me

Attached is a copy of the confirmation of cover provided to your mother when the policy was taken out. You will see from this that there is no cover for outbuildings. I am sorry therefore but as the garage which has suffered damage is clearly an out building, I cannot make a payment in respect of this

With regard to the rear wall, I note from our conversation following my visit, that you feel that this had been weakened over a period of time by the fact that it was connected to the garage which had had a roof collapse (which had been removed at the time of my visit) although the section of the wall forming part of the garage is still intact. I would agree that the wall has deteriorated over a period of time and the remaining section is showing signs of wear and tear with roots growing through it

Unfortunately the policy does exclude gradual deterioration and whilst you did initially report the cause as being storm, there have been no recorded weather conditions of storms of significant strength to bring down a brick wall for some months prior to the incident.

For these reasons I am sorry but I am unable to consider a payment to your mother on this occasion. I realise that you will be disappointed by this decision but I do hope that the reasons for this have been made clear for you

Regards






Christine Lawson
Commercial Property Insurance Advisor
Bromley Scan Centre
Mail point 49
Floor 0 Phase 3
Westmoreland Road
Bromley
BR1 1DP



Tel 07714 223601

3rd February 2020

Don't believe the adverts - they will do everything they can to weasel out of a clam

Will never deal with this company again. Had an issue with a claim where they sent someone who they latterly admitted had no construction quantifications out to assess a claim for storm damage to the roof of recent build house as due to the roof...

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Will never deal with this company again. Had an issue with a claim where they sent someone who they latterly admitted had no construction quantifications out to assess a claim for storm damage to the roof of recent build house as due to the roof being incorrectly built. I sought independent advice that said they were wrong, at which point the reason changed to 'lack of maintenance'. This is a company that will squirm and lie at every opportunity to avoid paying out on a legitimate claim. In any other walk of life they would be considered fraudsters, but because they had offered me a token amount (I think it was £50) for the claims about the incorrect build by the person who visited I was unable to pursue a claim with the Ombudsman (who seemed to be looking for a reason not to look at it). Lesson learnt - if a company offers you a gesture don't accept it until they have full resolved your claim.

25th November 2019

Read The Small Print Carefully - Buyer Beware

I have Land Lords Insurance with Direct Line and my tenants had a problem whilst I was away on holiday and so they contacted the local Register Safe Gas plumber that services and repairs the property. The heating system had failed and the plumber had...

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I have Land Lords Insurance with Direct Line and my tenants had a problem whilst I was away on holiday and so they contacted the local Register Safe Gas plumber that services and repairs the property. The heating system had failed and the plumber had to locate the problem - the plumbers had to check all the heating pipes for leaks and this meant lifting floors and replacing tanks and equipment a process of elimination - eventually the plumber found that a coil inside a tank had failed - anyway I reported the problem to Direct Line in arriving back and they said to contact them again once the work has been completed. A few weeks later the invoice arrived and I rang Direct Line - their response was that they will pay for any secondary water damage but locating and fixing the leak wasn’t covered. The fact that my tenant managed to quickly locate the local plumber prevented the damage. I asked them about the advert on tv showing Direct Line coming to the rescue of a Landlord was intact he had the upgraded 5 star cover and not the standard cover they had provided to me. So be warned - Read you renewal carefully Direct Line only under certain conditions cover plumbing emergency breakdowns. We won’t be renewing the insurance cover in this or any other properties we have.
David Netherway

View all 396 reviews