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Direct Line: Car insurance reviews

Name: Car insurance
Rating: 3.65 (356 reviews)

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3.65

Based on 356 reviews, last reviewed 10th Nov 2025

No new 5 star reviews

in the past 90 days

No new 1 star reviews

in the past 90 days

46%

26%

20%

Latest highest rating:

5

Direct Line - Best Mix of Price and Services Direct Line were significantly cheaper than my current provider and after using several comparison sites, came out as the best combination of price an... Read more Reviewed on: 5th September 2025

Latest lowest rating:

1

They scammers. They scammers. Was traffic acccident I ts wasn`t my fault but they charge from me £100. Absolutely criminal and was very rude from phone Reviewed on: 10th November 2025

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About this product

Direct Line provides car insurance for UK customers.

You can choose between three Direct Line car insurance policies: Essentials – entry level cover, Comprehensive and the top level called Comprehensive Plus. Going direct is the only way to get windscreen and misfuelling cover as standard on all levels.

Direct Line car insurance reviews help you find out what it’s really like to be a customer. If you’ve used Direct Line before, you can also leave a review and share your experience.

Direct Line Car insurance reviews (356)

Review of the Direct Line, Car insurance:

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 great and I they were great when someone knocked off my painted wing mirror. Reviewed on: 28th July 2018

Good but had to work for it

Pricing ultimately was as good as I could find but I had to call in directly to get that price. Surely it's easier to provide existing customers with best price at renewal rather than risk losing to competitors. Reviewed on: 17th July 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 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. Reviewed on: 3rd April 2018

Dont Use

This site wouldn't put up my full review - not enough space! Just Google Direct Line and DO NOT USE!!! Reviewed on: 21st March 2018

great car insurance

not on price comparison sites but I noticed they were the cheapest plus you chose a branded and well known company. So far my experience has been great. Reviewed on: 11th February 2018

Excellent Efficient Service and Price

Easy to use website. Very competitive prices and efficient service Reviewed on: 10th February 2018

Great service and value for money

I was always a ‘comparison site’ user. I eventually opted to try some of companies that don’t use comparison sites and found some fantastic deals. I signed up and saved over £150. Reviewed on: 15th 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 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. Reviewed on: 9th January 2018

Great price

It was the cheapest I found. Easy to apply. Reviewed on: 6th January 2018

good website

The website is very easy to navigate. There is extra information within each section making it clear what information the customer must include. Reviewed on: 8th November 2017

Easy to do business with, great value for money

I moved my car insurance to Direct Line a couple years ago, they were very easy to do business with, and everything was very clear. They were also by far the cheapest. Reviewed on: 8th November 2017

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