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Direct Line: Car insurance reviews

Name: Car insurance
Rating: 3.77 (356 reviews)

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3.65

Based on 356 reviews, last reviewed 10th Nov 2025

100% decrease in 5 star reviews

in the past 90 days

100% increase in 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:

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 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

Good Value

I switched to Direct Line a few years ago and find their prices continue to be competetive. Reviewed on: 22nd August 2023

Reward for loyalty?

Have a tendency to increase rates that you then have to challenge before renewal. Implies a degree of reliance on people not checking their fees and that feels dishonest. Reviewed on: 22nd August 2023

A company that used to be good

I had multiple policy's with direct line in the past. I have since started to move any from them as there customer service is going down hill. I called to see about my car insurance price as it jumped over £200 year on year and was told that this is the best price and if I didn't like it I could cancel. Reviewed on: 22nd August 2023

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

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