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Direct Line reviews

Direct Line Logo
Rated Good • 3.64/5

Direct Line reviews

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Unverified business
Last reviewed within 7 days
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Review summary

People rate this company as Good based on 592 product reviews

Average score of 3.64/5
5 star
48%
4 star
23%
3 star
6%
2 star
2%
1 star
21%
Reviews for Direct Line have trended negatively over the past 90 days

Latest positive rating

5/5

Efficient service

We phoned them about a problem, they then handled everything very quickly and efficiently. I was very inpressed.

{"display":"Richard G","full_name":"Richard G","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
Home insurance
Richard G 24th September 2025

Latest negative rating

1/5

Just got off the phone from direct line now, been bi...

Just got off the phone from direct line now, been billed erroneously, called to complain. I was told twice that I was not allowed to... Just got off the phone from direct line now, been billed erroneously, called to complain. I was told twice that I was not allowed to raise a complaint unless I paid. Apparently no supervisors or managers in the building, "all in a meeting", felt I had no choice but to pay, so I paid, call handler said that "I'll investigate the complaint and get back to you" I asked for a copy of complaints policy and was told that " we don't have one". I said that are you sure there are no supervisors in the building, he said, no none at all, I said that I was going to email and ask for transcript of this conversation, are you 100% certain, bearing in mind that this call is being recorded that there are no supervisors, and low and behold a supervisor was found straight away. This is ridiculous, it's like a 2 bit scam company, never using them again. Supervisor had to be reminded that I was going to ask for a transcript of the phone conversation before he would raise my complaint with the complaints team, he initially didn't know anything about a complaints policy (when he was going to investigate it himself), but was then able to quote it verbatim a few seconds later when he realised he was being recorded by his own company. What a way to run a company-avoid! Read more Read less

{"display":"michael twamley","full_name":"michael twamley","avatar":{"url":"\/assets\/uploads\/avatars\/users\/854311.png"}}'s avatar
See more reviews for Direct Line products

About Direct Line

Direct Line reviews written by our Smart Money People can help you to find out more about this insurance company, which is part of the Direct Line Group (one of the largest providers of insurance in the UK). Smart Money People is the UK's independent financial services review site. Read and write Direct Line insurance reviews, and together we can help to increase trust and transparency in financial services.

Direct Line at a glance

Reviews for Direct Line

Showing 11 of 592 company reviews • Last reviewed within 7 days

Just got off the phone from direct line now, been bi...

Business Insurance • 12th December 2025

Just got off the phone from direct line now, been billed erroneously, called to complain. I was told twice that I was not allowed to... Just got off the phone from direct line now, been billed erroneously, called to complain. I was told twice that I was not allowed to raise a complaint unless I paid. Apparently no supervisors or managers in the building, "all in a meeting", felt I had no choice but to pay, so I paid, call handler said that "I'll investigate the complaint and get back to you" I asked for a copy of complaints policy and was told that " we don't have one". I said that are you sure there are no supervisors in the building, he said, no none at all, I said that I was going to email and ask for transcript of this conversation, are you 100% certain, bearing in mind that this call is being recorded that there are no supervisors, and low and behold a supervisor was found straight away. This is ridiculous, it's like a 2 bit scam company, never using them again. Supervisor had to be reminded that I was going to ask for a transcript of the phone conversation before he would raise my complaint with the complaints team, he initially didn't know anything about a complaints policy (when he was going to investigate it himself), but was then able to quote it verbatim a few seconds later when he realised he was being recorded by his own company. What a way to run a company-avoid! Read more Read less

{"display":"michael twamley","full_name":"michael twamley","avatar":{"url":"\/assets\/uploads\/avatars\/users\/854311.png"}}'s avatar
Rated Terrible • 1/5
Read more product reviews

They scammers.

Car insurance • 10th November 2025

They scammers. Was traffic acccident I ts wasn`t my fault but they charge from me £100. Absolutely criminal and was very rude from phone

{"display":"Tar T","full_name":"Tar T","avatar":{"url":"\/assets\/uploads\/avatars\/users\/1315740.png"}}'s avatar
Rated Terrible • 1/5
Read more product reviews
  • 1/5

    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, supposed preferential. No... 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, supposed preferential. No show, when I phoned at 1.15 pm told engineer had another call to make in Dundee first and would then be with us. Table booked for a 40th Birthday for 4.00pm so could not accept any further delay and they stated that an engineer would be with me between 9.00 am and 12.00. No show again and after speaking to both Direct Line and CET staff, I have been told that my appointment has now been extended to 5.00 pm today. Direct line claim plumber will be with you within 3 hours. A long 3 hours with no heating or hot water from Friday to today. Ask yourself, is this the Company to count on in an emergency. Read more Read less

    {"display":"Richard","full_name":"Richard","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Home insurance
    Richard 28th September 2025
  • 5/5

    Efficient service

    We phoned them about a problem, they then handled everything very quickly and efficiently. I was very inpressed.

    {"display":"Richard G","full_name":"Richard G","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Home insurance
    Richard G 24th September 2025
  • 5/5

    decent price and service for multi properties.

    decent price and service for multi property landlords insurance

    {"display":"Berni Meehan","full_name":"Berni Meehan","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
  • 5/5

    Direct line reliable insurance

    Willing to listen to their customer queries and complaints

    {"display":"alangibson","full_name":"alangibson","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Home insurance
    alangibson 8th September 2025
  • 5/5

    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... 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 when I am ready to get another dog. Direct line worked with our vet’s and did all the work for us at such a difficult time Read more Read less

    {"display":"Stu R","full_name":"Stu R","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Pet Insurance
    Stu R 6th September 2025
  • 4/5

    Always found DL straightforward, efficient and hassl...

    Always found DL straightforward, efficient and hassle-free. Claims dealt with quickly particularly with direct communication to vet. Only drawback is ever-increasing cost; loyalty should be rewarded.

    {"display":"Minnie Moo","full_name":"Minnie Moo","avatar":{"url":"\/assets\/uploads\/avatars\/users\/785601.png"}}'s avatar
    Pet Insurance
    Minnie Moo 5th September 2025
  • 5/5

    Direct Line - Best Mix of Price and Services

    Direct Line were significantly cheaper than my current provider and after using several comparison sites, came out as the best combination of price and services

    {"display":"Billy S","full_name":"Billy S","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Car insurance
    Billy S 5th September 2025
  • 5/5

    Claimed on this insurance for our Cat.

    Claimed on this insurance for our Cat. They delt with the vets directly, and settled the claim direct to the vet.

    {"display":"Roland Foskett","full_name":"Roland Foskett","avatar":{"url":"\/assets\/uploads\/avatars\/users\/677641.png"}}'s avatar
    Pet Insurance
    Roland Foskett 4th September 2025
  • 1/5

    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... 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 claim bare in mind I pay £166 a month they have refused outright to pay anything saying over 4 years ago my dog had an itchy ear and I discussed options with a vet but went with the diet option. They say that's the reason for the haematoma today so it's over the 12 month period. Absolutely gutted and feel completely ripped off. Horrible company and will never use them again Read more Read less

    {"display":"Alex J","full_name":"Alex J","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Pet Insurance
    Alex J 24th August 2025

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