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Direct Line: Home insurance reviews

Name: Home insurance
Rating: 3.79 (136 reviews)

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3.75

Based on 136 reviews, last reviewed 28th Sep 2025

100% decrease in 5 star reviews

in the past 90 days

100% decrease in 1 star reviews

in the past 90 days

50%

21%

19%

Latest highest rating:

5

Efficient service We phoned them about a problem, they then handled everything very quickly and efficiently. I was very inpressed. Reviewed on: 24th September 2025

Latest lowest rating:

1

Home emergency reported Friday lunchtime. Home emergency reported Friday lunchtime. Text confirming heating engineer would be with us Sat 27/09/2025 between 9.00 and 12.30. Blue Badge holder, ... Read more Reviewed on: 28th September 2025

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About this product

Direct Line have two home insurance products to choose from.

The Home Insurance option is a standard policy. Direct Line’s Home Insurance Plus policy includes all the features of the Home Insurance cover but with extras included, such as personal possessions, accidental damage and home emergency protection.

Direct Line home 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 Home insurance reviews (136)

Review of the Direct Line, Home insurance:

Most appalling service I've ever had (and I'm 69).

I've been insured with Direct Line on my car for many years, never had to make a claim. They always processed renewals etc efficiently, so thought I'd switch the home insurance to them as well, as they were cheaper. They process your application efficiently, of course, but then it recently came to the point of having to actually make a claim. We had a fire in our bedroom, a mirror had reflected sunlight onto our "thick drape) curtains, which caught fire. Fortunately, we were in the house, and able to put it out in minutes with buckets of water. The Fire Brigade said that if we hadn't, the whole place would have burned down (it had started to get through the ceiling). Sent through a claim to Direct Line the same day (June 20th), with photos of the damage etc. Curtains, carpet need to be replaced, some furniture, ceiling replastered etc. Have never had an acknowledgement of the claim. Over the following weeks tried contacting online, by virtual assistant, and by phone. Eventually got through to someone,who said someone would be responding in a couple of days. Zilch. Last week I tried again, and they eventually gave me a claim reference number and transferred me to the loss adjusters they use for this (Sedgewick), which took about two hours on the phone. The Sedgewick guy assured me that someone would be back to me later that day. Zilch. Trouble is, there are details that need sorting - like - the bedroom is not uninhabitable, but do we go ahead with getting new curtains before having the claim approved? - I struggle to sleep in sunlight. The charred stuff in the bedroom - do we just chuck it out, or do we have to keep it there as evidence? They are utterly useless, in my experience, a complete rip-off, relying on people just to give up on pursuing their claims, and I post this review in the hope that I can avoid you going through the same agony, or to encourage them to change their policies and take their jobs seriously. Reviewed on: 19th July 2022

Very understanding and always able to compromise on...

Very understanding and always able to compromise on costs to the insurer. Reviewed on: 23rd August 2024

No DL renewal despite 15 years of no claims.

Direct Line didn't renew my buildings and contents insurance because it was a 2nd home, only used by us.We have had insurance with DL for 15 years since we bought the house from new and never made a single claim.They suggested Gallaghers which was FOUR TIMES the premium.We wnt with RAC at a samll increase over DL's last premium.Disgraceful Reviewed on: 15th March 2024

Direct to contact no messing with claims

Have been with for many years. Had a couple of claims and have been very satisfied with the outcome Reviewed on: 29th August 2023

Easy to deal with except at renewal.

Very happy with the covergage and customer service we have had for many years on our two properties. My only bug-bear is the "renewal dance" where they seem to quote an inflated price, I call them and they revert to something close to or lower than the old premium. Reviewed on: 24th August 2023

Generally offer a competitive quote.

I must be honest, I have had house insurance for 30 years now and have yet to make a claim. I therefore cannot comment on how good Direct Line are in handling claims. I can say however, that I have generally found Direct Line to offer the most competitive quotes and so have stayed with them for numerous years. You will not find their rates on comparison websites and you will have to deal directly with Direct Line either by phone or internet. Definitely worth the effort of checking. Reviewed on: 23rd August 2023

Long-term policy holder

I have held a home insurance policy with Direct Line for many, many years. I have found them, on the whole, quite unhelpful by telephone and the Direct Line Legal team help which is covered by my policy have been working on a simple claim for me for six years with no end in sight. I would love to change providers, but am unfortunately locked in until the legal case ends. Reviewed on: 22nd August 2023

Stress free

Have used DL for the last 10 years or so. Still getting a good price and they are happy to discuss lowering if it increases more than I expect. Reviewed on: 22nd August 2023

DO NOT GET HOME INSURANCE

Worst experience of my life! Do not get insurance with DIRECT LINE , my home was burgled and they looked for any excuse to void my claim! Over £40,000 worth of contents was stolen and they mislead me to believing I was entitled to some money on my unspecified items, and the terms and conditions are misleading! Doesn’t make any sense why they have voided me. Didn’t even look into the claim correctly! Was paying over £81 per month for over 5 years well over the odds. Told me I was only entitled to me premiums back , which worked out £1800 and only gave me £651 ! Been left with nothing and been in tears wondering what’s next. No other insurance will now cover me due to a voided policy. Feel sick , worse than the burgers in my eyes. Companies are trust and pay money too. Disappointed in the system Reviewed on: 2nd August 2023

Home insurance cover

I am pleased I have home insurance cover with Direct Line, my home and buildings are covered plus extras like flood storm damage and legal liability, I pay by direct debit so I don’t need to worry about cover running out, and the company will send an email when it’s time to renew with them again for another year if I want to. Reviewed on: 1st August 2023

Good when I needed them most

Direct Line provided an excellent legal service through my home insurance policy when I had to claim compensation for a dangerous kitchen installation. Reviewed on: 30th July 2023

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