Direct Line Car Insurance Reviews

  Ratings based on 281 reviews       Last review 4 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.

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Direct Line Review Insight

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Customer Service

63% of feedback is Process related

Customer profile

Top Age Profile: 25-34

Top Channel Preference: Online

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Excellent service

Two of our vehicles were damaged in one incident. Direct Line dealt with it sympatheticly and speedily to a satisfactory conclusion. Their staff were exemplary.

Reviewed on 11th May 2021
Stephen Gerlis's avatar
Stephen Gerlis
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No fault claim expected to pick up and drop off hire car (40 mile round trip)

Horrendous experience sorting out a no fault claim and definitely not renewing my car insurance with Directline!! Please be aware that if a hire car is required, you will be expected to pick it up and drop it off after your car is repaired. That... Read more

Horrendous experience sorting out a no fault claim and definitely not renewing my car insurance with Directline!! Please be aware that if a hire car is required, you will be expected to pick it up and drop it off after your car is repaired. That would have meant a 40 mile round trip for me and I would have needed the assistance of another driver. The car hire company and car repair company are two different companies in different locations. After a big fuss, they agreed to drop off and pick up the hire car from my home address but surely it should be taken as read that car hire includes home delivery? Is this the new normal? At one point (no fault claim), they actually suggested that I had my repairs done through the other party's insurance so I could have a hire car dropped off at my house! The car hire company they use is absolutely awful too. (Enterprise). Here is their scam... Enterprise will encourage you to agree to taking a bigger car than is stated in your insurance and they start asking questions about the accident and ask for the other party's insurance details. Their scam is that they will claim back the additional cost of the car upgrade from the other party's insurance. They didn't explain why they needed the other party's insurance details and what they were doing or what I was agreeing to. It took over three hours of calls between Direct Line and Enterprise to arrange the hire car home delivery and to be able to see through the fog of the Enterprise scam. What if I had agreed to the car upgrade and the other party's insurance company refused to pay for the upgrade? Enterprise then said that my car insurance would increase even though it was a no fault claim etc. These are two awful companies to deal with, very shady and Direct Line are not offering a good standard of service if you need a hire car.

Reviewed on 22nd April 2021
Chris's avatar
Chris
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Sickening

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Direct Line
14-18 Cadogan St, Glasgow G2 6QN
Insurance agency
Big Al
45 points
4 minutes ago
My car was scratched when I was having a meal. I asked "DIRECT LINE" for advice and they said I would be cheaper repairing it myself. I just renewed my insurance and my price has increased by £220 as "DIRECT LINE" said I made a claim! No I didn't I repaired it myself out my own bank. "BOYCOTT DIRECT LINE" I am going to continually post this on all review sites I can find. "DIRECT LINE" crooks don't go near: Professionalism, Quality, Responsiveness, Value My car was scratched when I was having a meal. I asked "DIRECT LINE" for advice and they said I would be cheaper repairing it myself. I just renewed my insurance and my price has increased by £220 as "DIRECT LINE" said I made a claim! No I didn't I repaired it myself out my own bank. "BOYCOTT DIRECT LINE" I am going to continually post this on all review sites I can find. "DIRECT LINE" crooks don't go near 1 : Professionalism, Quality, Responsiveness, Value My car was scratched when I was having a meal. I asked "DIRECT LINE" for advice and they said I would be cheaper repairing it myself. I just renewed my insurance and my price has increased by £220 as "DIRECT LINE" said I made a claim! No I didn't I repaired it myself out my own bank. "BOYCOTT DIRECT LINE" I am going to continually post this on all review sites I can find. "DIRECT LINE" crooks don't go near 1

Reviewed on 29th March 2021
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Direct crooks
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Excellent service

In all the years of driving (50 years)have never had such excellent service from any insurance company,had a slight misshap today at 13 00 everything sorted by 16 00 thank you well done direct line will recommend to anyone

Reviewed on 3rd March 2021
Sheila Stark's avatar
Sheila Stark
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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
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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
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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
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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
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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
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Ben Reid
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Great service

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

Reviewed on 5th August 2020
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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
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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
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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
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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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