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Direct Line: Car Insurance reviews

Name: Car Insurance
Rating: 3.78 (353 reviews)

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3.54

Based on 353 reviews, last reviewed 23rd Nov 2024

78% decrease in 5 star reviews

in the past 90 days

No new 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

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 experi... Read more Reviewed on: 23rd November 2024

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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.

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Direct Line Car Insurance reviews (353)

Amazing Customer Service

This company has amazing customer service dept. They are easy to get hold of and very helpful at all times. I have all my insurances with them even though they are more expensive than others. The give me trust and confidence . Reviewed on: 22nd August 2023

Disgraceful

I have experienced appalling customer service with this company and would not consider them worthy of a vote Reviewed on: 20th August 2023

50% increase in Car Insurance

Insurance increased by over 50% in one year, no claims, no changes, less mileage used than declared and they wouldn’t move on price. Reviewed on: 17th August 2023

AVOID AVOID AVOID. Thiefs of NCD. Don't use if you have more than 5 years of NCD.

I cannot stress how wary of them you should be. 10 years ago I would say they were the best, but now I find them to be at the bottom of the barrel with other cheap insurances. Quick story. I had +12 years of no claims. Direct Line only accepts up to 5. This means that if you have an accident they will deduct 2 years from...5! So after raising a claim this year I was immediatelly downgraded from +12 years of NCD to 3 years! Doesn't sound right, does it?!?!?! As the claim is still open I simply cannot go anywhere else because my +12 years is now 3... and from what I can see, after Direct Line wins the court case (I have dash cam to prove I was not at fault, and I already won related court case) I will be set back to 5 years of no claim only! If this is not a scam, then I don't know what is. I called them today and confirmed above. PS: I sold my car now and cannot get even reimbursment as it stands! THIEFS! Basically with no car, I have to probably pay £500-600 with no car to extend my insurance so I can continue arguing with them about recovering my 12+ years of no claims?!?! Does this sound like good weekend to you?! I have dash cam footage! I know I'm not at fault, they say they know I'm not at faut... and then they say process is process! !!! AVOID AVOID AVOID !!! Reviewed on: 30th July 2023

Good Value Insurance

I have stayed with Direct Line for a few years although I still shop around at renewal. I find the cover provided to be good value for money. It’s easy to manage my policy needs online or by phone. Reviewed on: 28th July 2023

Excellent All Round and Back Again

I;ve used Direct Line for many years and find you get everything with them. For example you get a very good price and first class service, whereas you often find you get poor service for a low price. So with Direct Line you get your cake and can eat it........Quick! the bath's overflowing. Reviewed on: 28th July 2023

Losing a customer

One who has been with them for 3 years without making a claim had any change in circumstances and does not own an expensive car, Renewal quote just received an excessive 45% increase! Sadly have the nuisance of insuring elsewhere and for that reason an unable to give high recommendation Reviewed on: 16th July 2023

Unsatisfied on every level

Complaint Policy number 5013001812 History I was with a broker and found the experience unsatisfactory. I had seen Direct Line’s (DL) advertising. Took out a policy for my little car that only cost £600 , I do less than 8,000 road mileage a year. Vehicle is kept secure. A policy with DL for my little car cost considerably more than my previous younger, more powerful car. I believed that maybe you get what you pay for, I was wrong First mistake, you didn’t take a monthly payment. I called. Then you cancelled my policy because I hadn’t paid even though I had paid. I complained. Result, the unplanned bank holiday upset your payment system and the error was yours, you credited me £30 and apologised I call to make enquiries about changing my policy, adding another vehicle, 25 mins and call not answered, I give up Complaint The next mistake was considerably greater My policy ended on the 15/16 June I called you on 21 June to ask why you hadn’t taken a payment, you told me my policy had ended You had not notified me of this via email or post or call I complained and I was advised by the call handler that if I was charged for driving uninsured this would be passed to you. I explained this was reassuring but I would like the same statement sent via post or email - to date nothing received I’m then passed to the sales department to reinstate the policy. 20mins left on hold, I ended the call I try to do a quote online, I’m locked out of the expired policy and account and the system will not give me a quote I call your sales department, takes over 20mins to get the call answered The sales department is unable to give me a quote, insure my car, anything, they can’t do anything other than apologise You charge me over £100 for car insurance I get a quote from Carol Nash, with breakdown cover the 11 monthly payments are under £40 (1st is £67) The service is appalling and I would recommend any potential customers avoid Direct Line ! Reviewed on: 23rd June 2023

Claim

While my car was parked a truck hit it and damaged the bonnet and grill in June 2022. We had a witness to this and he took a photo off the truck, gave me his phone number etc. I went to police station reported it all. We called direct line they were brilliant at this time, but alas thats as far as it goes. 1.It was about 7/10 days in for repair, we never got a hired car as promised. 2. We paid £400 excess which we were told we would get back. 3. June 2023 we get our renewal quote it's went up by about 33%. 4. We called them and after getting bounced about different departments on the phone (just about 2hrs on phone) it's been put down as our fault. The guy thens says it's been a mistake and will chase up 3rd party to try and get our £400 back. 5. But we still have to pay 33% more just now. 6. Heard nothing more back from them. Reviewed on: 22nd June 2023

Do not use Direct Line

Do not use direct line!! I am so upset and disappointed with this service. I have been a Loyal customer to direct line for 13 years with 0 Claims. I changed my vehicle last year as the price direct line quoted me was very reasonable and affordable for my monthly payments, also paid a additional cost for the amendment of my current car. My premium renewal for this year has gone up by over 100%.I completely understand that an increase of some sort may happen however this steep is unacceptable. I was completely mis sold last year and would of never have changed cars if the price was going to be so high or considered a different car. I phoned up customer service waiting 40minutes on the phone to get dismissive agent Christopher on the phone who could not assist me in retrieving a better quote. I then phoned up a second time to make a complaint as I truly believe I was missold a policy last year. The second agent Tristen was slightly more understanding towards the situation but did not really have a answer for why my premium has increased by that much and to be honest was just reading from a script. These conversations then lead to many errors on my account with the use of the car including travelling to work and using the vehicle for business purposes which its not as I comute using London transport. The policy is used by spouse even though my material status is single. I then wanted to be passed onto a member of management which I was firstly refused however then put through to TK, She was nice enough on the phone however could not amend anything for even with all the errors rectified on the account. These decisions are also under the discretion of management who chose not to do anything for a customer who had a 100% increase in premium. The standards of customer service has decreased massively it seems as though the company is only interested in taking on new clients then trying to retain the clients they already have. Will be leaving Direct line as soon as I can possible can although I may not have a choice but to stay with them which is not a nice feeling when you do not want to. Completely shocked by my experience. Reviewed on: 6th June 2023

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