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Direct Line: Home insurance reviews

Name: Home insurance
Rating: 3.8 (133 reviews)

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3.79

Based on 133 reviews, last reviewed 13th Aug 2025

100% increase in 5 star reviews

in the past 90 days

No new 1 star reviews

in the past 90 days

49%

21%

19%

Latest highest rating:

5

have been with them for a number of years now have been with them for a number of years now as the policy cover and the price they have quoted has not been beatable when I have compared via variou... Read more Reviewed on: 13th August 2025

Latest lowest rating:

1

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 sin... Read more Reviewed on: 15th March 2024

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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.

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Direct Line Home insurance reviews (133)

Rip off merchants

Home Insurance last year was £170, this year they want £247, phoned up and they said they could reduce it by £25. That would be an increase of £52 or in excess of 25%. No claims made in the past 4 years I was with them, no claims made in 40 years, pure greed on their part and another customer lost. Thanks for nothing Direct Line Reviewed on: 6th June 2023

Avoid this company at all cost

Strung us along for nearly five years , neighbours tree has damaged our large boundary wall , direct line passed us onto their legal team whom have played about for four years then told us we don’t have a case. Complained to Directline who sent out loss adjusters who then claim they do not cover ongoing damage … the reason it’s ongoing is because it’s not been repaired for nearly five years . Will take this to ombudsman. Absolutely disgusting service , when my house and four cars policies end I will take my business elsewhere . Biggest scam artist going Reviewed on: 10th March 2023

Horrendous Organisation

Absolutely dreadful experience when seeking Home Insurance as their Underwriters do not cover parts of N.Ireland but have happily took my annual fees for vehicle insurance. Will Not be renewing any other policies and taking my business elsewhere. Reviewed on: 4th January 2023

6months on and still no date for fix

Had a leak, they refused the repair quotes I got and finally agreed to have their contractors do the fix. That was over 8 weeks ago and still no date. I’ll be leaving Direct Line once this claim is finally sorted and will never buy any of their products! Reviewed on: 16th October 2022

very good service

Good to deal with and knowledgeable Reviewed on: 10th October 2022

Great customer service

This is a company I have used for the last few years. My experience has been a positive one Reviewed on: 15th August 2022

Access and Trace not covered - Terrible

We have a water leak but as it is under floor in the house, we have to determine, at our own expense, if damage has been caused before DL will pay a penny!! Last time I take DL insurance out. Reviewed on: 1st August 2022

The most appalling service I've ever had (and I'm 69)

I’ve been with Direct Line for car insurance for many years. I never had to make a claim, but they were always prompt on renewals etc, and given that they were cheaper on home insurance than my existing ones thought I’d make the switch (and their advertising was impressive, plumber turns up to fix the leaking tap while they’re still on the phone to the insurers etc). So they’re prompt at signing you on, but in our experience when it comes to making a claim the reality is utterly different. Their customer service has been the worst I’ve ever experienced (and I’m 69). We had a fire in our bedroom on June 20th – a mirror on the windowsill had reflected sunlight onto the curtains (very thick drape, like to have the room dark at night, not flimsy things) and set them alight. The fire spread up into the ceiling. Fortunately, and unusually, we were in the house at the time, and put it out, within minutes. As the fire had spread to the ceiling, we called the Fire Brigade, who said it would have taken hold in a few minutes and burned the place down, and we should really have just exited rather than trying to stop it. So there is still some damage. New curtains needed, new curtain rail, new carpet, replastering the ceiling, replacing an armchair and cushions, replacing panes of glass that cracked in the heat etc… Haven’t had a single response from Direct Line in nearly the two months of sending the claim in. Have spent hours on the phone with them (waiting for them to pick it up) and online with their virtual assistant. On two occasions when I managed to get through they said someone would be in touch within a couple of days, and nothing happened. On the third occasion, I got through on the phone after an hour waiting, got a claim reference, and was transferred to their loss adjuster, Sedgewick, who picked up the phone after another hour, and said somebody would definitely be in touch that day. That was a week ago. The bedroom is not uninhabitable for us. I realise it’s not a big issue, in that sense, in terms of house fires. Though I do miss sleeping without curtains. And there’s still the stink of charred furnishings – what are we meant to do with that, take them to the dump? Clear out the evidence of the fire? It just seems like if they never reply, most claimants are likely to give up. That’s their business philosophy. Because actually dealing with the claim would take vastly less time, all-round. Reviewed on: 19th July 2022

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

Reasonably priced

Easy process, good price - what else can you ask for ? Reviewed on: 18th July 2022

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