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Direct Line Reviews

Ratings based on 290 reviews Last review 8 hours ago
4.04 / 5Great overall rating

Direct Line reviews written by our Smart Money People can help you to find out more about this insurance company, which is part of the Direct Line Group (one of the largest providers of insurance in the UK). Smart Money People is the UK's independent...

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Direct Line reviews written by our Smart Money People can help you to find out more about this insurance company, which is part of the Direct Line Group (one of the largest providers of insurance in the UK). Smart Money People is the UK's independent financial services review site. Read and write Direct Line insurance reviews, and together we can help to increase trust and transparency in financial services.

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Your Direct Line Reviews (290)

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3rd July 2018

Does your insurance company do that

Discovered a small leak that could be coming from a sink WC or one of 2 showers. Contacted direct line (to whom I pay almost £900 a year) and their advice employ a builder have him put 4 holes in the walls and the hole that relates to the leak they ...

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Discovered a small leak that could be coming from a sink WC or one of 2 showers. Contacted direct line (to whom I pay almost £900 a year) and their advice employ a builder have him put 4 holes in the walls and the hole that relates to the leak they will fix, the rest I have to pay for.

Thought as my insurer if I had an issue they would step in and fix it but apparently not.

Be aware. Not cheap but not good either.

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13th April 2018

Avoid this company

Within the space of a year, I had 2 claims. One of these was at my mother’s the other was at my own house. Direct Line are the worst people you can ever deal with. They’ll take your money but they’ll NEVER pay out. You only get what you pay for. Pay mo...

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Within the space of a year, I had 2 claims. One of these was at my mother’s the other was at my own house. Direct Line are the worst people you can ever deal with. They’ll take your money but they’ll NEVER pay out. You only get what you pay for. Pay more - they say NFU Mutual are good but whatever you do, no matter how good their quote appears, avoid DL like the plague. Obstructive, labrythine and downright horrible is how I’d describe my overall experience with this company. Insure with anyone but not these.

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13th April 2018

Avoid this company

Within the space of a year, I had 2 claims. One of these was at my mother’s the other was at my own house. Direct Line are the worst people you can ever deal with. They’ll take your money but they’ll NEVER pay out. You only get what you pay for. Pay mo...

Read more

Within the space of a year, I had 2 claims. One of these was at my mother’s the other was at my own house. Direct Line are the worst people you can ever deal with. They’ll take your money but they’ll NEVER pay out. You only get what you pay for. Pay more - they say NFU Mutual are good but whatever you do, no matter how good their quote appears, avoid DL like the plague. Obstructive, labrythine and downright horrible is how I’d describe my overall experience with this company. Insure with anyone but not these.

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3rd April 2018

Rip off, Rude customer service staff to Repeat customers

Insured with Direct Line for many years. Changed car like for like - requested £61.60 extra - 3 different staff of which 2 Team Leaders could not justify what this increase was for. One said: 1. she thought it could be because it;s a new car or it ...

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Insured with Direct Line for many years. Changed car like for like - requested £61.60 extra - 3 different staff of which 2 Team Leaders could not justify what this increase was for. One said: 1. she thought it could be because it;s a new car or it could be because i'm not insured! Well dear, I change my car 29th March with complementary dealership insurance 5 days, in which time Direct Line were too busy to pick up the phone and change my car over. Today its not insured, Finally got through at lunch hour at work. The girl let's call her V,**** was totally ignorant and rude. C**** the Team Leader - Not much better said it could be because its high risk - but we don't have the break down why this is. 3rd person S**** - another team leader - was not sure either. They all sounded like robots reading off a script with no ability to actually answer a questions that they have been educated to answer. Well if you go to buy something you need to know what you are paying for right? So if Direct Line can't justify it - then you are scamming people. So looking to cancel all my policies with them and go elsewhere - time to shop around again. Stop those ridiculous expensive adverts and start taking care of your customer again like once upon a time you did. Gone to the dogs. I said I hope you recorded my calls - for your training purposes - they came across ridiculously lacking knowledge.
Apparently the Manager Nuesha / Nisha Osborne was too busy to speak to me. Its with the Ombudsman now - won't hold my breathe there either. Lets try Watchdog on TV then.

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9th January 2018

Left me with the repair bill when I was rear ended

I have been with Direct Line for my car insurance for many years (as has my partner) even though they have never been the cheapest. This was because I thought it would be wise to be insured by a well known brand who I thought I could trust. As lovely...

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I have been with Direct Line for my car insurance for many years (as has my partner) even though they have never been the cheapest. This was because I thought it would be wise to be insured by a well known brand who I thought I could trust. As lovely as the staff It is something I will NEVER do it again.

Last year my car was hit from behind when stationary by another vehicle ( I had dash cam) and this was reported the same day to Direct Line. The operated took a detailed description of the incident and assured me that because I was stationary and hit from behind I was not at fault. Having been told this I went through the claim process and handed over the £300 excess to get my vehicle repaired. Six months on I phoned them to enquire as to what progress they had made. I was told the other driver was insured but the company who he was insured with was well known for not responding well to claims. A few months later I received a twelve page (roughly) accident report which needed to be filled in and then signed to say I was willing to appear in court should it be required, to which I immediately filled in and returned. Not sure why they didn’t send this earlier, but I assumed this was their procedure. Anyhow, a few months later I received a letter saying . . .


“We have carried out extensive investigations into the responsible party and although every attempt has been made to recover the losses, our efforts have proved unsuccessful.”

“ We do not believe there are realistic prospects of success if we pursue this matter further. We therefore have no alternative but to close our file”

So even though I was not at fault for this accident, I was left to pay the bill for the excess (which the repairer informed me exceed the cost of the repair) and the years of increased premiums due to them not bothering to pursue the driver at fault and simply putting the claim on my record!

I tell you now, I suggest anyone thinking of using them should seriously look elsewhere, like what my partner and I will do once our policies expire. Over the years I have recommended them to countless friends which I can assure you will not renew once they learn of my experience. I will never do business with them again because what’s the use of being insured if the company who you are insured with gives up pursuing any claim you make against another driver, and this is with my policy having legal protection.

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