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Direct Line: Car Insurance reviews

Name: Car Insurance
Rating: 3.77 (354 reviews)

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3.57

Based on 354 reviews, last reviewed 26th Jan 2025

100% decrease in 5 star reviews

in the past 90 days

100% increase in 1 star reviews

in the past 90 days

47%

26%

19%

Latest highest rating:

5

Motability/ Direct Line. I am a Motability customer and insured through them by Direct Line. Very helpful, responded to me very quickly when mistakenly locked car keys in boot... Read more Reviewed on: 11th October 2024

Latest lowest rating:

1

Direct Line Decline! I was insured with Direct Line for years then in January last year the premium skyrocketed and this year they couldn’t even offer any insurance covera... Read more Reviewed on: 26th January 2025

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About this product

Shop with confidence when choosing your next car insurance provider by checking out genuine customer reviews on Smart Money People. We collect Direct Line car insurance reviews so you can make an informed decision when choosing your next provider.

Direct Line was founded in 1985 as the UK’s first direct car insurance company but has since expanded to offer a variety of insurance products. With policies to cover cars, vans and electric vehicles alongside telematics and mileage money back policies, there’s a versatile range of cover available. Read our Direct Line car insurance reviews to see how genuine Direct Line customers rate their policies.

Consider what is important to you in a car insurance policy. Perhaps you want the lowest premium possible, or you may wish for some additional add-ons to make the policy more secure. Whatever you need from a policy, read our Direct Line car insurance reviews to gain some insights into what you could expect as a Direct Line customer.

Have you had a car insurance policy with Direct Line? Leave an honest review on Smart Money People so we can help people like you make better decisions. Was the sign-up process simple, or did it perhaps take longer than you’d expected? Were you satisfied with the level of cover you received for the cost of the premium? Did you have any experience with the customer service team? Whether good or bad, leave a Direct Line car insurance review to help other drivers just like you.

Direct Line Car Insurance reviews (354)

Review of the Direct Line, Car Insurance:

Poor communication on claim handle

I have been with direct line car insurance for more than 15 years . Everything will fine as long as you won’t deal any claims with them Recent experience and also had experience in the past when incident been reported , direct line never communicate back the decision of the claim happend to me back . I have communicated not taking liability when reported incident however without notifying me they took a decision to liable and add claim on me . Poor service of handle of claim . I will never buy from direct line insurance even if it cheaper . Till the renewal letter comes no communication about claim , when I raise complaint . Direct line saying below s, however on page 33 of your policy booklet, it states: "We're entitled to do either of the following: ) Take over and carry out the negotiation, defence or settlement of any claim in your name, or in the name of any other person covered by this policy. ) Start legal proceedings in your name, or in the name of any other person connected to this policy. This can be for your benefit or our own benefit." They took over claim and does not notify you . You must be very careful when dealing with with Direct line claim as they always try to put claim liability on you never try to take your opinion and does not give you to utilise motor legal Reviewed on: 23rd November 2024

Worst company ever for my car insurance!

Worst company ever for my car insurance! Reviewed on: 20th February 2024

20 years as a customers and they treat you like dirt.

Direct Line have caused me incredible amounts of stress and led to a big fine and 6 points on my license after a system error caused them to delete my insurance. Following this deletion, they failed to communicate with me that my insurance had been cancelled leaving me without insurance until I was pulled over, totally unaware of what had happened. I’ve been with them 20 years and all I asked for was a letter admitting they’d made a mistake. They refused to do this. I was even happy to waive compensation and free insurance, but they wouldn’t help still. DON’T EVER USE DIRECT LINE - they are a horrible company. Reviewed on: 15th January 2024

Rubbish customer service

Asked for quote for 2 cars,advisor didn’t know what rear reversing sensors were or panoramic roof on car.Got quote £1400 for the 2 cars.Went with LV in the end £530 for both cars.Hubby was on phone with direct line for at least 1 hour.Absolutely shocking wouldn’t ever bother with them again Reviewed on: 1st January 2024

AVOID AT ALL COSTS - WORSE THAN USELESS

Worst service I have ever recieved. You can never tell how good your insurance company is until you need to make a claim. I paid a little more money on my premium to go with direct line thinking they were a good reputable company. Unfortunately I was involved in an RTC last December and the claim is still ongoing. I've wasted hours of my life speaking with claims handlers who do not seem to have a clue what is happening, nor do they seem to care. I have been told a manager will call back by 3 different advisors, nothing come of that the first 2 times and I have to wait 48hours this time to find out if anyone can be bothered to speak with me. I have recieved summons to court and demands for payment of 000's of pounds onlly to be told that I should not have to deal with that - they will handle it as part of their "service" I pay for. The last straw has been a legal firm call me today to let me know they are handling the case as the last lot went bust. They now need all the info, as it hasn't been made available to them. Better than that, the legal team did not repsond in time, or at all, so I now face the possiblility of a CCJ. Tried to complain but they just do not care, no know anything about what is happening with my claim. Absolutely disgusting. Reviewed on: 14th December 2023

Steer clear

Despite having been with them for years and never missed a payment or made a claim , when I cancelled my policy today, as I had sold car and no longer needed it, they insisted I pay an admin fee of £60 odd for the privilege of cancelling. Interestingly I was similarly ripped off by greenflag breakdown, who it appears are owned by same holding company, when I cancelled with them. Reviewed on: 7th December 2023

My own advice steer clear of Direct Line Insurance

Had a no fault claim against a driver Insured by Direct Line. Had a Car destroy my front step and damage wall under step, driver had collapsed. My own Insurance LV want £600 B4 I would get work started, money Is tight I have no spare cash. Direct Line won't even send one of their own assessors to check damage and arrange to fix. My neighbours had car / van written of by same driver/car and no joy dealing with Direct Line. Avoid, Avoid. Reviewed on: 20th November 2023

Big changes at Direct Line

My family has always used Direct Line for all insurance cover but something has definitely changed recently - and not for the better. My son, as a new driver, had someone pull out on him in June. To date (now in September) he has still not managed to speak to anyone. We have had to do everything online and all emails have remained unanswered. I submitted a complaint and, 2 days before the investigation should have concluded, I got an email to say that my complaint hadn’t even been assigned to anyone - which just supported the reason for my original complaint. Three of the four people in the household have had renewal quotes of between £500 more or double the cost for last year - even though nothing has changed. The courtesy car was a nightmare to sort out with the Company they use and we didn’t receive any updates of how long my son’s car would be away for repair. I have lost all confidence in the company now and would not use them again, which is a real shame. Reviewed on: 5th September 2023

Decent Black-box Policy

When I had a black box policy with Direct Line, I actually found this quite good and beneficial to use to save on the price of the premium and not have difficulties with driving compared to other policies which I've heard new drivers having difficulties with. The black box itself was also hidden out of the way in my car, no needing to stick it to the windscreen and spend ages taking it off at the end of the policy. I would recommend Direct Line to any new drivers. Reviewed on: 30th August 2023

Competitive and efficient

Competitive quote, easy to revise, quick response calls Reviewed on: 29th August 2023

Affordable cover, helpful when needed

I have been with Direct Line for years, I have found them to provide affordable cover with a range of benefits. When I had to make a recent claim they were friendly, helpful and explained the process really clearly. Reviewed on: 28th August 2023

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