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Direct Line: Home Insurance reviews

Name: Home Insurance
Rating: 3.79 (132 reviews)

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3.75

Based on 132 reviews, last reviewed 11th Oct 2024

No new 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

An excellent online portal An excellent online portal and a very easy renewal process. Reviewed on: 11th October 2024

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

At Smart Money People, we collect Direct Line home insurance reviews from genuine policyholders. These insights can help you make an informed decision when selecting your next provider.

Direct Line offers three levels of home insurance cover, allowing you to pay for just the level of protection you need. Choose from Home Insurance, Home Insurance Plus and Select Premier. You may opt to take out either buildings or contents insurance, or a combined policy.

If you’re considering Direct Line as your new home insurance provider, find out what existing customers have to say. Our Direct Line home insurance reviews can give you insight into what you can expect from the company. Discover whether policyholders were satisfied with their chosen level of cover and find out about Direct Line’s claims process and customer service. Learn more about real customer experiences by reading our reviews.

Have you had a home insurance policy with Direct Line? Did you take out buildings insurance, contents insurance, or both? Which level of cover did you choose and were you satisfied with the level of cover you received? Did you need to make a claim on your policy, and if so, how was it handled? Would you recommend Direct Line to a family member or friend?

Write an honest Direct Line home insurance review today. Together, we can help people like you make better decisions.

Direct Line Home Insurance reviews (132)

Review of the Direct Line, Home Insurance:

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

An excellent online portal

An excellent online portal and a very easy renewal process. Reviewed on: 11th October 2024

Slightly more expensive than others but good cover

Slightly more expensive than others but good cover Reviewed on: 8th October 2024

So Helpful

Simple clear and very helpful communication Reviewed on: 4th September 2024

Not necessirily the cheapest but good value.

Not necessirily the cheapest but good value. When it counts i.e. when you claim, they were excellent. Reviewed on: 27th August 2024

Great product at a competitive price

Good value vs the competition and a superior product to many of them too. Excellent customer service too. Reviewed on: 24th August 2024

Good professional company.

Good professional company. A leader in it’s field. Simple honest advice and service. Reviewed on: 23rd August 2024

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

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