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Direct Line: Car Insurance reviews

Name: Car Insurance
Rating: 3.77 (354 reviews)

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3.56

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:

Good company, good product, trustworthy

Have my car insurance with them for two years now and nothing beat it. Guess I'm the demographic they like but you get more bang for your buck with this company. Don't always go with the cheapest. Quality counts Reviewed on: 5th 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

7 years with them and no problem

I use to change my insurance company every year but since I join direct line 7 years ago I never look for another company very good service no problem at all and reasonable price, Reviewed on: 31st May 2023

Poor Service and claim handling.

They are very quick and prompt when it comes to take the premium or at renewal. But only see the true colours when it comes to make a claim. Been with them for more that 3 years and now when I needed to make a claim as someone hit my car and its been more than 3 months. I have not hear anything back. Customer service or claim handlers is the worst I have ever seen. Every time I ring them to find any update they don't have any clue???, no reply to the emails either. Still trying to find out what is happening with my claim. Definitely not going back to them worst company to deal with. Reviewed on: 22nd May 2023

Extremely disappointed

After being a loyal customer for years having 30 years driving,with no claim whatsoever my renewal this year is nearly £100 more expensive. Now cancelled the policy and renewed with new insurers saving myself £140. Am about to cancel home insurance with Direct line too as I have lost trust. So wish that I had done a price comparison sooner. Reviewed on: 7th March 2023

Discriminatory against PTSD child abuse trauma victim

I was involved in non fault car accident insured with Direct line. They have been terrible. I have had to report Direct Line Legal Services to the SRA. The SRA asked me to report to the financial ombudsman because them not taking in to account my PTSD at the start of my claim is discriminatory. This has affected me on every level and also negatively affected my chances in court in that I have been unable to gather evidence with the aim of taking the individual who abused me to court. Reviewed on: 5th March 2023

Where is my refund?

Where is my refund? You owe me money and you are just being obstructive by blaming other departments. I have emails from you telling me what it is, so pay up. Reviewed on: 20th December 2022

DO NOT INSURE WITH DIRECT LINE

I have been insured with these guys for very long not since after my car got written off by the DLG autos The service is poor direct line is not as good on family as you think they are when it comes to the valuation of the car they don’t ring you they get someone to give you a ring after Christmas maybe I’m still waiting on my valuation of my car I had a really bad experience with these guys which I have got two policies with these And I am not going to be with these guys any longer which from today I am finding another insurance company which are really good not as bad as these. I would recommend no one to join direct line it’s Lord of lies load of rubbish they don’t help you in fact they destroy your cars So be aware they are totally cons I’ve got some pictures I would upload so you can see me before and after how the damaged my car Reviewed on: 20th December 2022

Excellent mileage money-back program

Direct Line are the best - easy to contact customer service and they offer a program where, if you insure your car for more miles than you end up using in the year, they will refund the difference with the click of a button Reviewed on: 16th October 2022

Reliable

I have been with direct line for year for my car insurance and they have always dealt with any issues I may have had quickly and efficiently. Reviewed on: 18th September 2022

Poor customer experience

I won't be using them again, very, very disappointed. Made the simple job of getting a windscreen replaced extremely difficult, forcing me to do 60 mile round trip as Direct Line wouldn't provide enough budget to use a local windscreen supplier. They did however offer to have car picked up and repaired, but unfortunately this did not include the cars return?!!! My policy wasn't the cheapest of quotes I had, but I thought I would use a company who used to be good. Windscreen repair will either cost me half a days work or £150 if I choose a local company myself. I thought insurance was supposed to cover you properly for things like this. Direct Line don't seem to care. Reviewed on: 15th September 2022

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