Direct Line Car Insurance Reviews

  Ratings based on 277 reviews       Last review 2 months ago    
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Direct Line car insurance reviews on Smart Money People come from drivers like you! You can read these honest Direct Line car insurance reviews to help you decide which car insurance provider is right for you...and your car! For example, read through...

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Direct Line car insurance reviews on Smart Money People come from drivers like you! You can read these honest Direct Line car insurance reviews to help you decide which car insurance provider is right for you...and your car! For example, read through our review to find out how good the claims process. And remember, if you've used Direct Line before, you too can write a short Direct Line car insurance review here to help other drivers. Smart Money People is the UK's leading financial services review site. Together, we can help us to increase trust and transparency in financial services.

Overall Rating

Great

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Direct Line Review Insight

What are people saying in their reviews?

Customer Service

63% of feedback is Process related

Customer profile

Top Age Profile: 35-44

Top Channel Preference: Online

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277 reviews

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2.5 months for repair

Had an accident Sep 4th, they booked a pick up for the car on the 23rd of September, 3weeks later, while the sensors were all failing and I didn’t feel safe to drive my son in that car. The day of scheduled pick up the garage they selected to fix our c... Read more

Had an accident Sep 4th, they booked a pick up for the car on the 23rd of September, 3weeks later, while the sensors were all failing and I didn’t feel safe to drive my son in that car. The day of scheduled pick up the garage they selected to fix our car calls to inform us they can’t pickup the car because they don’t have the parts. Waisted my day on that day. I wanted to take my car to the car manufacturer dealership but they said if you do so, you have do the estimate yourself and we will only give you the car rental for one week only. Basically making it difficult to convince me to send the car to their chosen garage. Car was finally picked up on Sep 30th. 2 weeks later, the car is not ready and garage keeps telling us it’s being washed for few days. Finally the garage admits that they can’t reset the sensors software and it has to go to the manufacturer dealership. Their first availability was Nov 11. So my car which is an electric car was sitting in theist garage for weeks while I had to pay congestion charges to go to central London or take a cab to avoid the charge. Because they don’t give you an electric rental. I was told they give us £10 for everyday that it takes to fix my car more than the one week promised time. So 2.5 months later my car will be delivered tomorrow but received £70 compensation for all these days that I didn’t have my car, paid petrol that I didn’t need to, congestion charges that I didn’t need to pay with my electric car and cab costs that I didn’t need to pay. All this time they failed to mention there is a maximum of £70 to be paid to the client for compensation. Miserable service. Wouldn’t recommend them. They didn’t confirm with the garage if they are qualified to work on my car just looking to save money

Reviewed on 13th November 2020
Rozita's avatar
Rozita
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Avoid

WOW SO MY REVIEW HAS BEEN REPORTED on trustpilot BY DIRECT LINE BECAUSE I AM TELLING THE TRUTH AND THEY CAN NOT ACCEPT, WELL I HAVE ALL THE CALL RECORDED AS WELL SO #Direct Line do not worry i can prove what i... Read more

WOW SO MY REVIEW HAS BEEN REPORTED on trustpilot BY DIRECT LINE BECAUSE I AM TELLING THE TRUTH AND THEY CAN NOT ACCEPT, WELL I HAVE ALL THE CALL RECORDED AS WELL SO #Direct Line do not worry i can prove what i wrote,
Had accident and it was my fault, no 3rd party involved, i was asked to give statement and evidence which i did, i request my car should be repaired on my own choice of garage but they refusing to send instruction to my garage and offer me to take my car on my own expensive and ask the garage to give estimate, even DL know that they have to instruct the garage first but refusing it. now they refusing to give me hire car and refusing to instruct my garage and the case handler(Jennie) told that if i called or complaint that should be directed to her, she said that i am not allowed to speak to anyone apart from her even she lied and gave me wrong information, now she is bulling me saying that under which law it says that no one can go though my belonging without my consent.
I made complaint and that complaint went to her to investigate and she will not stop bullying me until the claim is settle but at later DL might compensate me.
She knows what she is doing is wrong but she can not say it and she has been pushed by someone in DL to do that such as, not give me hire car, not send instruction to the garage to repair the car, give me wrong information, let the garage to go through my belonging, delay the claim, refused to speak to someone els, etc.
Even if i call to ask for DL t&c my call will be transfer to her and then her words are their t&c. Basically she has to tell me who i can speak to and who i can not, she has to decide what i can have and what i can not. For now i can not speak or complaint to anyone and i can not have anything.
I have comprehensive insurance with DL from 5 years, paid guarantee hire plus,
Under their t&c says if i choice to repair my car with my own choice of garage i will have hire car for 21 days, she refused to send the instruction to my garage until now and she saying that i had my car for 21 days because i chose to use my own garage so now still she will not send instruction to the garage and she will not give me hire car.
Better stay away from this company and it will be my last year with them even i paid yearly

Reviewed on 3rd November 2020
Shafiq Gulbaz's avatar
Shafiq Gulbaz
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AVOID

Please whatever you do, go with someone else, save yourself months of issues. They are terrible at doing anything! You have to chase it up and you have to do all the work. Avoid!

Reviewed on 9th October 2020
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Dgri
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Efficient, and terrific value

I got an online quote from Direct Line for a new Tesla. The quotation was miles better than the best quote on a price comparison site. The online chat agents were great in translating that into a policy and insurance certificate. Helpful and... Read more

I got an online quote from Direct Line for a new Tesla. The quotation was miles better than the best quote on a price comparison site. The online chat agents were great in translating that into a policy and insurance certificate. Helpful and efficient

Reviewed on 16th September 2020
Geoff Holman's avatar
Geoff Holman
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Inconsiderate in the extreme

I cancelled a car policy as my mother, the car user, had died. I advised them that the bank account was closed and to send a refund to me by cheque. Instead they have sent the money to the closed bank account and now expect me to contact the bank to... Read more

I cancelled a car policy as my mother, the car user, had died. I advised them that the bank account was closed and to send a refund to me by cheque. Instead they have sent the money to the closed bank account and now expect me to contact the bank to get it back or wait until it otherwise materialises. They did not ask about probate and if they had I could have provided a copy of the grant showing me as the legal beneficiary of the money. Their insurance product may be good but their customer care at difficult times is horrendous.

Reviewed on 1st September 2020
Paul Hopkinson's avatar
Paul Hopkinson
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Lovely customer service

Very helpful and easy to understand!

Reviewed on 28th August 2020
Lmxson's avatar
Lmxson
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Fantastic, thorough and cheap

Insured on multiple cars, cheap anyway but the no claims discount makes it even more worthwhile. 10/10

Reviewed on 23rd August 2020
Ben Reid 's avatar
Ben Reid
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Great service

Prompt, efficient and friendly , I would recommend to friends and family.

Reviewed on 5th August 2020
Stewart Fraser's avatar
Stewart Fraser
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Fantastic

Excellent customer service and competitive prices. Discounts are provided with multi cover and they don’t seem to charge loads for extras like other companies. Very impressed.

Reviewed on 27th July 2020
Christine Grainge's avatar
Christine Grainge
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SIMPLE PRCEEDURE AND CLEAR COSTING

Simple to fill out to obtain quote foreseeable was not = no problems straight forward, unlike most who want this/that/the other

Reviewed on 27th July 2020
Michael Quick's avatar
Michael Quick
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Simple, easy value

Direct line is by far the best car insurer. They are easy to contact and you can talk to a real adviser! Not an automated voice. They turned out to be the cheapest option than all sites on the biggest comparison websites. My family are insured with... Read more

Direct line is by far the best car insurer. They are easy to contact and you can talk to a real adviser! Not an automated voice. They turned out to be the cheapest option than all sites on the biggest comparison websites. My family are insured with direct line so we get an even bigger discount. Whenever I have problems or need to make a claim they make it easy to to follow through with the process. Would highly recommend.

Reviewed on 19th July 2020
Pasha Maynard 's avatar
Pasha Maynard
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Always reliable if a little pricey

Been with direct line for 15 years, always a reliable and helpful service with great benefits and a well known brand. They can be slightly more than most of the competition but with the benefits included in the standard insurance i believe it makes up... Read more

Been with direct line for 15 years, always a reliable and helpful service with great benefits and a well known brand. They can be slightly more than most of the competition but with the benefits included in the standard insurance i believe it makes up for the additional you have to pay

Reviewed on 14th July 2020
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Steven Jones
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amazing service

great service and pricing and overall a really good experience

Reviewed on 13th July 2020
Lisa Jones's avatar
Lisa Jones
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Great Service and Great Price

Quibble free, simple, easy to understand and quick - what's not to like?

Reviewed on 8th July 2020
KATIE JONES's avatar
KATIE JONES
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Amazing quick service

I had a claim with Direct Line and their service was outstanding. Not only was I in a carless situation on my precious car, but this was my first claim as a young driver so was initially not used to the process. Direct Line was there to recover my... Read more

I had a claim with Direct Line and their service was outstanding. Not only was I in a carless situation on my precious car, but this was my first claim as a young driver so was initially not used to the process. Direct Line was there to recover my vehicle, arranged a hire vehicle as comes as standard in the policy! Great efficient and high quality service and would recommend to anyone.

Reviewed on 22nd June 2020
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Jack M
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Seamless Claims Journey

From the initial claims registration to receiving my car back in immaculate condition after repair, the process has been seamless. I was kept up to date and had the ability to check progress of my car whilst in for repair. Fantastic service and would... Read more

From the initial claims registration to receiving my car back in immaculate condition after repair, the process has been seamless. I was kept up to date and had the ability to check progress of my car whilst in for repair. Fantastic service and would certainly recommend

Reviewed on 22nd June 2020
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marianne
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Great service

Great service that feels personal.

Reviewed on 22nd June 2020
Sam M's avatar
Sam M
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Great insurance

Great price, Great options as standard and excellent and friendly customer service via phone or chat. Cannot fault the service provided.

Reviewed on 22nd June 2020
Stephen True's avatar
Stephen True
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Always easy to deal with

Always found Direct Line to be customer orientated and ready to help me if things change or I've had a claim - always on the ball when you speak to an adviser

Reviewed on 22nd June 2020
Mike Smith's avatar
Mike Smith
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Horrendous treatment

I was a customer of Direct Line car insurance for almost 20... Read more

I was a customer of Direct Line car insurance for almost 20 years.
I never had any claim during this period and I was a good driver.
Last year a guy stopped to let me out of a side road and then he changed his mind and hit me. To cut a long story short we pulled over and then he accused me of pulling out of the junction without looking! He had no damage on his car and only a small scuff. I had no damage on my vehicle either. He called the Police and said I was threatening him???? It was obvious it was a set up and I got blamed for nothing. He subsequently put a claim against me. I told Direct Line what happened and also send photos of his car to prove there was no damage. To this day Direct Line never told me what he claimed for and I had to pay up and I lost my claims bonuses. Direct Line refused to fight for me and treated me like total dirt. I recently found out that they done the same thing to a friend of mine. This company is disgraceful and should be ashamed. Terrible customer service and acknowledgement of receiving emails. They want everything done over the phone and that's impossible when you need to send evidence. I left and joined Co-Op. They offered me cheaper insurance by £450 less and I was left choked by Direct Line for not even matching their quote. Sickening to the stomach. AVOID AT ALL COSTS!! BECAUSE YOU END UP PAYING FOR IT.

Finally, I just received a letter asking for £11.35 for outstanding payment. I have no idea what this is for and find it disturbing that this company can chase a long term ex customer who's spent over £20k in premiums a measly amount of money.

Reviewed on 14th June 2020
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Jon
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