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Direct Line: Pet Insurance reviews

Name: Pet Insurance
Rating: 4.24 (37 reviews)

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4.00

Based on 37 reviews, last reviewed 6th Sep 2025

200% increase in 5 star reviews

in the past 90 days

100% decrease in 1 star reviews

in the past 90 days

67%

14%

11%

Latest highest rating:

5

Great service Our beautiful dog sadly passed away and direct line couldn’t have been more helpful and supportive. I won’t even look anywhere else for pet insurance ... Read more Reviewed on: 6th September 2025

Latest lowest rating:

1

Horrible company After almost 5 yrs paying rising premiums I made 2 claims. The first for just over £600. They paid £300 and put my premium up by £400 and the second c... Read more Reviewed on: 24th August 2025

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About this product

If you’re looking for a new pet insurance provider, gain valuable insight by reading customer reviews. We collect Direct Line pet insurance reviews to help you understand what life as a Direct Line customer is really like.

Direct Line offers pet insurance policies for cats and dogs, with a multi-pet discount available too. Choose between Essential and Advanced cover, depending on how comprehensive you need your policy to be. Make your policy more secure with additional extras, such as third party liability and overseas travel cover. All policies come with 24/7 vet access.

If Direct Line sounds like the right insurer to protect your pet, learn more by reading our reviews. Find out why policyholders chose Direct Line and whether it has lived up to their expectations. Learn what animal customers have insured and which policy they chose. Find out how comprehensive Direct Line’s policies really are. Read all of this and more in our Direct Line pet insurance reviews.

Our mission is to use the power of your reviews to help people make more successful choices. Have you had a pet insurance policy with Direct Line? Share your honest experience with our Smart Money People community to help other pet owners just like you. Tell us what policy you opted for and whether you were satisfied with the cover you received. Detail any experience you may have had with the customer service team or claims process. Would you renew your policy with Direct Line? Whether good or bad, leave a Direct Line pet insurance review today.

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Direct Line Pet Insurance reviews (37)

Gone downhill massively in past three years.

Got pre authorisation and then left out of pocket by nearly £700. Not much else to say is there? Reviewed on: 22nd August 2023

Wormed way out of paying full claim.

Very unhappy, dog in distress, needed treatment but vet had to put to sleep our wonderful friend. Direct line apparently don't pay for uthenasia treatment - somewhere in the small print.. Will never use them again as £90 per month and no other claims doesn't seem to be enough for this company. Shabby Reviewed on: 29th June 2023

Deceased Dog

Insured with DL for 14 years. Premiums increased annually and paid in full. Our dog had an accident resulting in slipped disks and unable to walk. Vet advised less than 10% chance of surviving operation due to severity & age. Inevitably, he was put to sleep. DL advised us it was our choice and would not cover any aspect of event. DL also advised age prevented payout. They don’t tell you that when the premium increases to £110 per month! DL are misguiding and lack any care towards owners. The staff were unresponsive to our plight and the emotional distress. A poor service, a waste of money, and finally I would recommend owners look elsewhere. DONT USE DIRECT LINE Reviewed on: 30th March 2023

Great easy to use pet insurance

Easy to use pet insurance meaning you don't have to worry if things go wrong. In addition I find the access to online vet services excellent Reviewed on: 14th August 2022

Excellent Product!

Been with DL for pet insurance for some years now. Sadly had to use the policy for an injury to my cat last year. They dealt with my claim efficiently, sympathetically and made me feel my pet mattered. Thankfully a full recovery was achieved. They dealt with the Vet direct so once I had paid the excess all the stress was taken away and I could concentrate on my cats recovery. Reviewed on: 15th September 2021

Great Pet Insurance Company

I've only ever had positive experiences with Direct Line Pet Insurance. The premiums are fair and affordable, and the staff are very helpful and friendly. Thankfully I've not had to claim yet, but the process has been explain thoroughly and based on other's experiences, I don't believe I'll have any problems if/when I do need to make a claim. Reviewed on: 11th August 2021

Great pet insurance

Pay quickly. Can Emil claims, give brake down to vets about what’s been paid or not Reviewed on: 19th July 2021

Great comms

Great comms and a lovely service where I can call a vet to talk through my pets symptoms before booking in with a chargeable vet. Reviewed on: 6th September 2020

Pet insurance help

Direct line are always so easy to deal with, our vet just sends off the forms for us. Although they are extra busy during Covid they have kept us updated on the claim process. Would always recommend. Reviewed on: 5th September 2020

Very fast and responsive

My cat Bee was unfortunately knocked down and we thought we were going to lose her. If it had not have been for direct line stepping in and taking over all the financial parts then it would have been a lot more stressful. We called them to explain what had happened and they responded straight away and organised for her to be treated at her vets. I didnt have to worry about anything. Bee fully recovered and igruly believe it's because direct line were so fast in responding and getting her the treatment she needed. I would definitely recommend Reviewed on: 10th September 2019

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