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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

No new 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

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

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 (354)

Review of the Direct Line, Car insurance:

Excellent service has finally descended into an uncaring shambles.

Direct Line Insurance Services is now just as poor as the other companies out there. Direct Line no longer are the best Insurer - they have taken the cost cutting measures too far and in the customer service dept/ as other companies have. Recent car collision - old boy pulled out on me on a roundabout. I had to deal with another company DL had outsourced to for the repairs. DL had f*cked up which company was going to be providing courtesy car. Called DL to sort- they STILL didn't know - then put the phone down on me! In the end I had to contact DL via Twitter (as there is NO other way to contact other than phone) - A decent guy called Craig ended up resolving the issue - but I STLL had to sort courtesy car myself, with the third party (Enterprise). The car provided was a diesel 'bus' - I have a petrol sports coupe. Repair was good, but surrounding paintwork marred and stands out. It has ruined the look of my vehicle. I have informed DL, but no response / assistance received. Now a month later, my renewal is due. ONE HUNDRED AND EIGHTY POUNDS more than it should be - because the claim is 'ongoing'. In fact the chap I spoke to stated they would find out about liability and get back to me. He did this morning - 'the third party Insurer knows nothing about the claim'. That was the response I received. So DL had not done their job and officially got in touch with the third party in the first place; more incompetence. Seriously the Directors of this company must have had a lobotomy; why pay out for a customers repair then hike the renewal price to lose them? I have ELEVEN years protected no claims bonus, but the renewal premium with DL is almost 50% more. ALL other insurers I tried increased it by £30-40. Respect going to Craig on the DL Twitter feed and Ben on the renewal cancellation line - you should be running this company. Bye bye Direct Line. Reviewed on: 1st August 2016

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

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

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