written by pippat2000 on 09/03/2023
Would give 0 if i could. Quoted me £315 on a comparison site, there is nowhere on their site to pay in full: which is what I always do. I tried calling, waited 18minutes before giving up so had no choice but to pay a deposit and monthly - they then still needed me to call them so did that, I asked for the annual amount I was originally quoted as I'd had to call anyway and they said the cheapest they could do was £600!! Tried to tell me I must have selected monthly payments, which I hadn't because I always pay in full. After shouting me down repeatedly telling me I was wrong I told him I didn't want to deal with them and to cancel my policy. He hung up on me, I have tried repeatedly to get a refund of my deposit and confirmation it was cancelled and still haven'y got this. Avoid this company!! They're using a sham to come up cheapest on comparison sites then charging more after wasting your time and energy and then refuse to cancel or confirm cancellation.
written by Tb1993 on 07/03/2023
Worst company I have ever dealt with. I tried cancelling the policy within the first 4 weeks but can never get through to anyone and no one calls when you request a call back. After actually cancelling the policy about 6 weeks ago they say I have an outstanding balance of almost £300 due. The only cancellation fee on any of the paperwork I have is £45 if cancelled after 2 weeks. I’ve tried talking to them but they are refusing to help and say it will go to a collection agency. Has anyone had this aswell?
written by AmiahMcDaniel on 07/03/2023
Absolutely useless and rude company I cancelled after 24 hours as I lost all faith in them and Sabe the underwriter
written by Calhounhz45 on 16/01/2023
I have used Van Linedirect for years. I just went to insure another van and they now insist you download an app. You can not even communicate with them unless you use their app. I don't want another app on my phone. I want to be able to log in though the computer as I always have done. I have a business and need to be able to run the insurance side of things without apps on my phone! Or computer! I will not use this company any more because of this.
written by Lauren344 on 29/12/2022
I’m Tripled policy value after set up and made impossible to cancel. Charged fees for non payment when I cancelled direct debit (of course) and I had to contact a third party company to threaten them with a complaint to the Financial Ombudsman Service before the acknowledged my request to cancel. I’ve never encountered anything like this. What an obvious attempt to take money when they shouldn’t and looking at the other comments on this company, this isn’t unknown. SHAME ON THEM
written by Ellenl61 on 13/07/2022
Cancelled my existing policy with another provider as this company came in much cheaper on a comparison site. When I tried to purchase the insurance as quoted they wouldn't let me and said I can only get the quote if I paid by monthly direct debit which would be considerably more than the original quote. Tried to resolve and purchase the insurance by speaking to someone called "Utah" obviously fake name on the live chat, she was pretty useless and didn't want to help at all. I recommend people avoid this company.
written by Alina79 on 24/02/2022
I took a policy out on 14-01-22 and paid a £30 deposit, on 20-01-22 another £226.02 left my bank as a direct debit, again on 14-02-22 another payment of £226.02 left my bank? Total payments £482.04… My annual premium was £1775.06 plus the “brokers” fee of £300 totals £2075.06… I requested they cancel my policy as they could not insure anyone under the age of 25, they even managed to screw that up by blaming it on “human error”?? Today I received an email stating there was an outstanding balance due of £42.97??? Based on the fact my premium (including the “broker” fee of £300) was £2075.06 and my monthly direct debit was £226.02, £226.02 x 12 = £2712.25 the figures this company have supplied me with simply don’t add up.., £1775.06 / 365 = £4.86 per day, as the insurance was in place for 33 days this equates to £160.48 yet I have paid £482.04 an excess payment of £331.55 yet they are claiming I owe an additional £42.97???? Seriously steer we’ll clear of this company, the price may look cheap. This matter will be passed on to the Financial Conduct Authority as well as the Financial Ombudsman Service…
written by Mylee285 on 22/02/2022
similar to another 'customer' on here, payed for the insurance online, only to be phoned straight away, have the goal posts moved on the insurance and wanted to add another £1000, when i declined to go with their insurance they charged me a £25 for the pleasure.
written by Craigmills1969 on 08/02/2022
Had an online quote for my 75 yr old parents as they need a van for disability reasons. Quoted online which wasn't the cheapest. Despite what they say, NO OPTION TO ADD LEGAL COVER ONLINE. rang immediately to be told no problem just get your parents to ring and add it on to the policy. They rang first thing next morning as no one answered the phone previously. Charged them £30 more. Had 4 advisors give me 4 different reasons why. Screenshot all the quotes and sent them in. Was told sales would ring straight back. That was over 24hrs later. If they do this with every quote then they are making tens of 1000's from hard working people. Insurance ombudsman will be contacted.
written by Clintavery on 12/10/2021
They offer a quote online the call you to increase policy by 800 a year im now reporting them to rip off britain,fca and ombusman im also writing to the local papers
written by Dominguez384 on 24/09/2021
First year of cover was fine, however the policy was set to auto-renew (by default) and the premium increased by 37% for no reason. I called to cancel the policy and was informed I would be charged £45 to cancel the policy even though it had yet to start. Customer Services were blunt to the point of being rude and simply referred me to their T&C's. On closer inspection of the Van Line Direct T&C's the Statement of Price states: Your total annual price is £769.46, this price is made up of: The insurer annual premium of £290.66 and a policy administration fee of £453.80. So the administration fee far outweighs the insurance premium! Take my advice and don't insure with them!
written by akSheridan386 on 05/08/2021
Paid for very competitive van insurance ,no problems. Bought a new van and wanted to transfer the old insurance over.No phone numbers to do this, only by email ( warning bells are now going off) sent relevant email and recieved a response saying " they will get back to me in 1 day or 2 if busy", not evening working days. I emailed them a few more time to try and get a yes or no as I'm a self employed heating and gas engineer and no van means no earnings.Eventually at 5.45 PM 4 days after contacting them, they have to cancel my insurance because " my request does not meet the insurer's exceptence criteria". So I lost 4 days money, got some new insurance from a competitive reliable company online the same morning. Paid my £45.00 cancellation fee, got reimbursed for the rest and feel I had a lucky escape after reading the other reviews.
written by on 13/12/2020
Terrible service , they are good at the first contact for your sales of your van policy, however they will let the policy run for a few months before asking to validate NBC , , also they are happy to mirror NCB from another vehicle that you own , until they want to validate, then will not accept your mirrored NCB , at this point they will charge you an additional £220.00 plus admission fee of £35.00 to amend the policy. Absolutely outrageous company, Beware as they will quote you a cheap insurance quote but by the end of there service you will pay over the odds . I have forwarded my experience to the insurance regulator, who was not surprised with my complaint,
written by Fernandezeq363 on 29/10/2020
Waiste of time cant get through when you do they dont do there job cost me alot of money They say you only know how good insurance company is once you make a claim thats true with this company
written by RLHart on 25/06/2020
Got a quote online via Compare the Market and paid for this quote, never received confirmation via email and then received a call from a very rude, irate and unprofessional lady at VanLine Direct who told me that the details I had input were incorrect (quite how I have no idea as they were correct when I input them on Compare the Market) - either an attempt on their part to swindle me or an error with how their system gets the information from Compare the Market... Obviously trying their luck to get more money out of people and seriously rude on the phone AVOID.
written by kevingoodwin on 22/06/2020
If I could give a minus rating I would. This really should be avoided. On the surface Van Line Direct appears to be providing a very competitive quotation. I even called them to make sure if there would be any problems with the quote and the feedback I got was, “of course not, why should there be”? So I decided to pay my money and proceed with the insurance. A short while after this I received a call from them, to make sure the details were correct. After a few disagreements of the details I had entered into the online form, they said the price is now almost double! I can either pay the extra amount or cancel and pay £25! It felt like there were trip wires designed to catch you out and trap you into paying more after it’s too late or giving them £25 and going away. It could have all been avoided if they were honest when I first made my call to them. Very disappointed!
written by edfrost on 15/05/2020
Do not use this company at any cost!! They have officially just won the award for the most money grabbing unhelpful company I have ever come across in my life. they took it upon themselves to electronically sign a credit agreement in my name without any permission! they have made sure financial measures are in place that are designed to further impact on already struggling family’s in this pandemic they offer absolutely no support towards the current situation. They are also sending out renewal premiums that far exceed the price of the same insurance if purchased through a go compare or simple website. I have just cancelled my insurance within 10 day’s of them starting a new agreement in my name and they have charged me nearly £150 to cancel a policy I was never sold or sent any documentation for. STAY AWAY
written by TonyFG1971 on 27/01/2020
Is vanline directs Business strategy to offer slow service, to make money from..... Loyal customer renewing my policy at the end of November, with DD in place and paid for 2 months, but then 1 month later on Xmas eve I received an email saying I’ve got 7 days to supply Lots of information or the policy would be cancelled, but all the info had already been provided when I joined their business!!! It’s ridiculous as their customer service team obviously couldn’t be bothered to do it and actually just ask me for an updated drivers license validation!!! I called 6 times and got no sense from your team when I finally got through 3 times, asking for a manager to call me on all occasions as. The other 3 times after 40 minutes on hold, I gave up...
written by dominicanderson on 26/01/2020
Absolutely awful company. Took out a policy and accurately completed their online form and duly paid the required deposit. Customer Service called me the following day and ran through additional questions which were not part of their online form. Then told quote had increased from £450 to £850 based upon 'additional information'. Obviouxly cancelled the policy only to be charged £25 cancellation fee!!! Absolute disgrace. Avoid at all costs. Got them from Compare the Market but then got numerous better quotes from Go Compare.
written by Scottandrewrose on 21/01/2020
The worst customer service I have ever experienced. Took out a policy with them to have it cancelled after a week saying we didn't meet the criteria of the policy. As we insured with them the previous year so they had access to all details to see whether we met the criteria of the new policy. It seems they do not understand the details of the policies they are selling. Never had one reply to many emails. If you call, be prepared to spend at least 45 mins on hold. We have received contradictory info from vanlinedirect and the actual insurer. When you challenge on how to solve the problem they will not help to resolve things. They leave you in complete limbo. As a broker, I'm not sure what service they are actually providing.
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Mashmerg's Comment
Written on: 19/01/2021
They're doing exactly that with my policy right now.