home emergency cover is awful

I have direct line home insurance plus home emergency cover. The plumbing engineer they sent out was useless. I had a leak and he didn't do a thing, until I made suggestion how to stop the leak. He kept trying to tele to use a particular private company t Read more

I have direct line home insurance plus home emergency cover. The plumbing engineer they sent out was useless. I had a leak and he didn't do a thing, until I made suggestion how to stop the leak. He kept trying to tele to use a particular private company to do a powderflush which in my opinion was fishy and had nothing to do with the leak. On a second occasion, my central heating failed in mid winter and he blamed everything on my not doing the private powder flush he was banging on about and blamed everything on me and did nothing to help. The manager at home emergency blamed me and left me freezing without help, when it was impossible to empty a private plumber as they were all busy for weeks. I TOTALLY WILL NOT BUY DIRECTLINE HOME INSURANCE AND CERTAINLY DO NOT RECOMMEND ANYONE BUYING THEIR HOME EMERGENCY package. its a waste of money and waste of time. DO NOT BUY HOME EMERGENCY COVER FROM DIRCTLINE.

Reviewed on 13th January 2022

angry customer

Awful

Had a loft flood- and called home emergency- no one came - all day! And getting any one to fix or help with the damage is almost a sporting joke!!!! A total waste of money and time

Reviewed on 25th November 2021

Claire Morris

Useless

Blocked drains kept waiting 4 hours no toilets water then plumber arrived couldnt sort now 5pm firm from Manchester (80 miles) hadnt arrived by 8pm. No toilet or anything.

Reviewed on 6th November 2021

Gw

Appalling

2 months ago I made a claim. they accepted it and said they would organise the repair. Nothing has happened. I reach out to them each day asking for status on the builder. Nobody responds. I am in contact with the Group CEO (Penny James) but she simp Read more

2 months ago I made a claim. they accepted it and said they would organise the repair. Nothing has happened. I reach out to them each day asking for status on the builder. Nobody responds. I am in contact with the Group CEO (Penny James) but she simply passes to someone else. The company is a shambles. So different from the advertisements. Appalling customer service. Avoid

Reviewed on 13th September 2021

Chris Barraclough

Beware of price walking

We all know it - loyalty is not rewarded. The first time I decided to question the unrelenting upward march of the premiums was 7 years ago. I picked up the phone and without much discussion, Direct Line slashed the premium in half. Without changing the p Read more

We all know it - loyalty is not rewarded. The first time I decided to question the unrelenting upward march of the premiums was 7 years ago. I picked up the phone and without much discussion, Direct Line slashed the premium in half. Without changing the policy... Soon, slowly but surely, the upward march resumed and today, 7 years later, I thought it was time to try the same trick again. This time, they were willing to drop 25%. Not bad, but nowhere near the 50% it would have taken to be competitive with equally respectable providers. Today, Direct Line lost one loyal customer.

Reviewed on 10th September 2021

JB-Abingdon

Business model completely focused on selling products

Tried to cancel renewal Home Insurance over phone (for which I was charged),no 0800 no. Put through on two occasions to person who said lines so busy to call back and they could do nothing for me.This was after I had made known desire to cancel. Pointed Read more

Tried to cancel renewal Home Insurance over phone (for which I was charged),no 0800 no.
Put through on two occasions to person who said lines so busy to call back and they could do nothing for me.This was after I had made known desire to cancel.
Pointed out their renewal notice has a clause which implies that cancellation before renewal will incur a cancellation fee of £43.68,which is completely illegal and sharp practise which I can only think is intended to frighten people into considering that they may as well allow direct line to renew automatically than try to contact them to cancel via a process deliberately set up to obstruct same
Alex Lawson

Reviewed on 27th January 2021

Alex Lawson

Easy quick to deal with

Fast and stress free home insurance policy

Reviewed on 18th August 2020

Dannyboy

Ok

Always had an ok experience with this company but they put up my premium after I was with them for a year, so no loyalty for existing customers so I switched.

Reviewed on 2nd August 2020

ejc1066

Home insurance

The customer service is excellent and really easy to set up

Reviewed on 18th July 2020

Tania Samsan

House Flooded by water leak in bathroom

Fantastic service, very helpful especially as my fiancée had recently passed away leaving me and our 8 month little boy. They tried to help me as much as possible

Reviewed on 14th July 2020

Chris Mellor

Competitive and thorough

I have the exact amount of cover I need and for a great price.

Reviewed on 14th July 2020

Robert Ross

Easy - Simple and Empathetic

Fantastic response to flooding and on the ground physical support from a team there to help anyone, whether one of their customers or not

Reviewed on 22nd June 2020

Brenda Munro

great service without problems

Good qualtiy company deffinately use them next year, this is our secound year with them and although it went up a little we do live in an area that can flood, so getting a insurance provider is never easy, these guys have been great.

Reviewed on 24th April 2020

Steve

Don't believe the adverts - they will do everything they can to weasel out of a clam

Will never deal with this company again. Had an issue with a claim where they sent someone who they latterly admitted had no construction quantifications out to assess a claim for storm damage to the roof of recent build house as due to the roof being i Read more

Will never deal with this company again. Had an issue with a claim where they sent someone who they latterly admitted had no construction quantifications out to assess a claim for storm damage to the roof of recent build house as due to the roof being incorrectly built. I sought independent advice that said they were wrong, at which point the reason changed to 'lack of maintenance'. This is a company that will squirm and lie at every opportunity to avoid paying out on a legitimate claim. In any other walk of life they would be considered fraudsters, but because they had offered me a token amount (I think it was £50) for the claims about the incorrect build by the person who visited I was unable to pursue a claim with the Ombudsman (who seemed to be looking for a reason not to look at it). Lesson learnt - if a company offers you a gesture don't accept it until they have full resolved your claim.

Reviewed on 3rd February 2020

StaralfurStormur

Direct Quality from Directline

Directline has never failed me .....it has been an eleven year journey so far ....so far so good

Reviewed on 9th September 2019

Joseph Eden

Quick and easy claim handling

My experience with the claim handlers was great. Quick, friendly, efficient and informative. As a result of this experience I stayed with Direct Line the following year with an expected price rise. Unfortunately when I went to renew for the 3rd year (afte Read more

My experience with the claim handlers was great. Quick, friendly, efficient and informative. As a result of this experience I stayed with Direct Line the following year with an expected price rise. Unfortunately when I went to renew for the 3rd year (after over a year no claims) the price really leapt up so I had to move to another provider.

Reviewed on 1st September 2019

KAS

Good Value Product

Fast, efficient service from Direct Line

Reviewed on 1st September 2019

Navio

Great cover for the price!

We have had Direct Line home insurance for a few years now. We had to claim one year when there was a terrible storm and the roof tiles were blown off the house. They responded very quickly and paid out without any trouble.

Reviewed on 31st August 2019

Caroline Hunter

Avoid this company

Refused to pay out on storm damage to new build house initially claiming that there had been no storm, then when I proved their had been stated that the damage was a 'maintenance issue' with the roof. In any other type of business this would be fraud, bu Read more

Refused to pay out on storm damage to new build house initially claiming that there had been no storm, then when I proved their had been stated that the damage was a 'maintenance issue' with the roof. In any other type of business this would be fraud, but apparently it's ok because it's an insurance company.

Reviewed on 31st August 2019

StaralfurStormur

Fantastic

Brilliant service and a great product. We’ve just purchased our first home and they’ve been so helpful sorting our buildings and contents insurance.

Reviewed on 26th August 2019

Sophie Roberts