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Direct Line Car Insurance Reviews

Ratings based on 198 reviews Last review 1 week ago

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.

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Your Car Insurance Reviews (198)

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28th July 2018

Always been a good service and I trust the brand

I have been a motor insurance customer with them for years. I will never chose the cheapest of anything, and so in fairness Direct Line is not a price decision, which personally I think is so often a false economy. But I know the customer service is...

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I have been a motor insurance customer with them for years. I will never chose the cheapest of anything, and so in fairness Direct Line is not a price decision, which personally I think is so often a false economy. But I know the customer service is great and I they were great when someone knocked off my painted wing mirror.

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28th July 2018

Always been a good service and I trust the brand

I have been a motor insurance customer with them for years. I will never chose the cheapest of anything, and so in fairness Direct Line is not a price decision, which personally I think is so often a false economy. But I know the customer service is...

Read more

I have been a motor insurance customer with them for years. I will never chose the cheapest of anything, and so in fairness Direct Line is not a price decision, which personally I think is so often a false economy. But I know the customer service is great and I they were great when someone knocked off my painted wing mirror.

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23rd July 2018

Amazing

Been with Directline for the last few years and they’ve always been really helpful during renewal or any changes. I recently had an accident and within an hour of calling them they had sorted out replacement car seat, hire car, everything you could t...

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Been with Directline for the last few years and they’ve always been really helpful during renewal or any changes. I recently had an accident and within an hour of calling them they had sorted out replacement car seat, hire car, everything you could think of! I was very impressed and glad I’ve stayed with them despite sometimes being slightly higher than other insurers. It’s fefinitely been worth it.

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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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