Direct Line Car Insurance Reviews - www.directline.com

Click here if this is your business
★☆☆☆☆
1.4 / 5
15% of users recommend this
Click here if this is your business
  • Customer Service

  • Value For Money

? Ask our helpful community of experts about this product or company
Direct Line Car Insurance - www.directline.com - Ask a question now

Media Gallery for Direct Line Car Insurance - www.directline.com

Direct Line Car Insurance - www.directline.com
Direct Line Car Insurance - www.directline.com
Direct Line Car Insurance - www.directline.com

Refine your search

Use the tools below to refine your search by only displaying reviews with a certain number of star ratings or to only show reviews from a certain time period. Eg click on '1 star' to just display the reviews we have which received a 1 star rating click or 'Within the last month' to display just reviews posted over the last month.

Latest Reviews

★★☆☆☆

“Customer services can't be contacted by phone”

Written on: 22/09/2014 by tasker (7 reviews written)

Like other customers I found that the amount I was quoted for renewal was significantly more than if you asked for a quote as a new customer. They have this system whereby your existing insurance gets renewed automatically unless you contact them to stop it. When I tried to contact them it proved impossible to get through on the phone so I have had to write to stop the renewal. I have no experience of the way they handle claims, but my difficulty contacting customer services on a… Read Full Review

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review
★☆☆☆☆

“Worst website ever”

Written on: 22/09/2014 by Katelynq1950 (1 review written)

Trying to look for car insurance for two vehicles in our household. Couldn't find address on direct line list, went to the 'enter manually' option which you can only enter house/flat number! Could not enter house name. A chat box popped up with a message saying "Is there anything I can help you with today?" When I wrote my issues and message came up saying "A chat specialist will be with you soon." There was no one there!! Absolutely ridiculous and impossible to do a simple task. Tried to phone… Read Full Review

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review
★☆☆☆☆

“The worst experience you could imagine”

Written on: 18/09/2014 by AntiRipoff (1 review written)

I have been with Direct Line for decades, currently 3 cars, all with legal cover, plus green flag full cover. In February I had a minor accident, but the other driver who was at fault, apparently claimed for whiplash, even though he hit me. G4S investigated, and found I was in no way responsible, and submitted their report. The outcome has been a nightmare. Direct Line bodily injuries unit, failed to respond to letters and phone calls from the third party insurer, and after 6 months, out of the… Read Full Review

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review
★☆☆☆☆

“Appalling customer service”

Written on: 16/09/2014 by DeannaRees (1 review written)

Received a quote for my car insurance after explaining that I had been driving on a company policy for over 10 years without any claims.Now after taking out the policy they will not accept my proof of no claims despite letters confirming this from my previous insurer and employer and they now want a larger premium. Having tried to sort this out via phone and email and being verbally assured that this had been sorted out I have again received the same computer generated letter requesting an… Read Full Review

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review
★☆☆☆☆

“Windscreen Replacement”

Written on: 15/09/2014

Got my windscreen damaged while car was in car park, some horrible scratches that are right in my line of vision. Called Direct Line to get it replaced. They wouldn't authorise as its scratched instead of broken. Many people would have just put a hammer through it and claimed it broken. I wanted to be honest. Ended up paying to get my screen replaced by local company. I have never claimed on insurance in my life, first time I wanted to use it, they ducked out. I am not impressed and will… Read Full Review

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review
★☆☆☆☆

“Unhelpful when my father died”

Written on: 30/08/2014 by McKenzie210 (1 review written)

I have dealt with numerous suppliers in settling my late father's estate - insurers, utility providers, subscription services, etc. Direct Line insurance is the ONLY ONE that has refused to accept the death certificate in German. Forcing supply of a translated copy could incur more cost than the amount of refund on the unused part of of the insurance. Out of step with other organisations and completely unhelpful at a very difficult time… Read Full Review

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review
★★★★★

“Excellent Customer Service!!!”

Written on: 28/08/2014 by zerdo (2 reviews written)

It is very easy to make a quick chat when you would type your details and can ask anytime any question related car insurance. I've arranged the cheapest and secure insurance with them for some reason I had to cancel it and they've done that for me in a superb quick progress. I could get my deposit. It was also very easy to contact with them on the phone. They are providing an excellent customer service and I could… Read Full Review

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review
★☆☆☆☆

“Rip Off and Rubbish Customer Service! AVOID!”

Written on: 14/08/2014 by 1980Noble (1 review written)

Been with Direct Line for over a year, so received my renewal from them for my 54 reg 1.9 VW Bora - £927! I paid £650 the year before! I went on their own website and entered my details as a new customer and got a quote for £491! Clearly, it pays to shop around and do some research - Direct Line did price match after a long discussion over the phone...now the problems started - every time they would send me my documents they always included mistakes (typo errors they made!). It took 5 weeks… Read Full Review

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review
★☆☆☆☆

“insurance renewal nightmare”

Written on: 14/08/2014 by Pratt233 (1 review written)

after one year with this company my renewal notice arrived with a hefty 40% premium increase despite no clams or change in circumstances. Just try to contact them by phone to discuss the premium or policy details . What a waste of effort and time . This is a zombie company which thinks that hours of being told over three days that you are a valued customer , please hold , a staff member will be with you shortly. we are busy etc etc etc will make you feel a valued customer . They are having a… Read Full Review

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review
★☆☆☆☆

“TERRIBLE SERVICE!!!!!”

Written on: 12/08/2014 by Antmania (2 reviews written)

Terrible Service!! Had an accident which wasn't my fault and still had to pay £350!! 3 months later and I'm still awaiting my money despite contacting them on numerous occasions and being promised return calls, still nothing. Customer service is absolutely useless. Please steer clear of this company… Read Full Review

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review
★☆☆☆☆

“Tough luck ”

Written on: 12/08/2014 by Chanax1974 (1 review written)

When direct line agreed to pay out on my car they paid me a fraction of its value as they found one car some where in the country at this low price. I was told like it or lump it. Tesco paid my daughter a fair value fir hers My wife was Also paid fair compensation nit by DL. I cannot recommend them to any one… Read Full Review

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review
★☆☆☆☆

“Ignored”

Written on: 10/08/2014

I raised a claim in January 2014 and was assured it would be dealt with. Phone calls to chase up gave me the same response, they were waiting for a call back from the people who had hit my stationary/ parked car (large supermarket), the call handlers are polite & reasonable but nothing happens. The designated claim handler works the same hours I do so I cant contact her, no allowance for people working. No individual service. Not a client led service. 8 months later still waiting for a call let… Read Full Review

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review
★★☆☆☆

“OK but hefty admin fee if you move house or change car”

Written on: 07/08/2014 by Wyatt215 (1 review written)

I was with DL for a couple of years and had no issue, they'd do the usual trick of trying to renew at poor price but a quick call to them and they gave me a new price much more in line with the market. I recently moved house and got a new car though, DL felt that this would require an admin fee of £50 which seems very high to me. This may be in the T&C's but that's too much legalese for me, I'd rather they just had a reasonable admin fee of perhaps £15. For this reason, I will avoid DL in… Read Full Review

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review
★☆☆☆☆

“Absoloutely pathetic”

Written on: 25/07/2014 by Farleywf457 (1 review written)

I raised a claim and it went on for a year. Direct Line closed the claim for no reason and forgot to notify me. I called to find out why I hadn't heard anything and found out. So they reopened the case. And then a few months later closed it for no reason and forgot to tell me again!! They failed to keep me updated, failed to chase the other insurer, failed to notify me when my evidence email (third party confirming liability) wasn't received (I don't see how it wasn't...). Basically they… Read Full Review

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review
★★★★★

“You pay for what you get”

Written on: 23/07/2014 by 383Harding (1 review written)

They charge more but the quality of service is great. Had an accident Sunday, Courtesy car 7:30 Monday morning, car repaired Tuesday brought back after a week. When I was with Admiral I had to get three quotes as well as not dealing with Admiral. Every time renal comes I know i can save £300 somewhere else but then what price do you put on taking the stress out of a claim. I get a great service and that's what I pay for. Get a cheap policy and you will get the service to match as all these… Read Full Review

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review
★☆☆☆☆

“£47.70 TO CANCEL!!”

Written on: 21/07/2014 by InfoGuru (1 review written)

I had 4 years no claims with Direct Line, I received my renew letter a couple of weeks ago saying my monthly payment would increase from £47 to £60. I called them and was told that was the best they could offer. I didnt want leave having built up some no claims and been really happy for years previously. But in my mind I thought if my rent was to increase I'd have to downsize, so I got quotes elsewhere and managed to get a better policy and lower monthly payment of £30. I rang Direct Line to… Read Full Review

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review
★☆☆☆☆

“Rip off! ”

Written on: 19/07/2014 by AlanHodges249 (1 review written)

Went to renew my car insurance and they were putting up my quote even though I had another no claim year! When I phoned them, they quoted and even higher car insurance. I told them I could get cheaper elsewhere so I was leaving them in 2 1/2 weeks when my insurance expired. They then charged me £21 admin fee to change my address even though I was leaving in a few weeks. Poor customer service and just looking to rip you off and get as much money out of you as possible. Went elsewhere and saved… Read Full Review

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review
★☆☆☆☆

“customer service what customer service?”

Written on: 04/07/2014 by Sadie09 (1 review written)

We have been sent back and forth for the last three weeks from the call centre to the repair centre to get our minor accident repaired. we have had a letter to say it will be placed with a repair centre to be repaired. having waited a week, we called the repair centre, for them to tell us that Direct line had contacted them to say we weren't covered to have the repair. when we contacted Direct line's call centre, they said they had sent the confirmation to have the work done, but had a… Read Full Review

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review
★☆☆☆☆

“dont touch them with a barge poll”

Written on: 25/06/2014 by SAVGER (1 review written)

the lack of service ihad of them was that bad they paid me compensation of £200 after checking my complaint they telephoned me to say that everything i complained about had been totaly validated and apoligised to me for the pure lack of customer service i received,what a bunch of muppets just dont have a clue, so you have been warned and by the way ther house insurance is even worse take it from someone who knows, i just wish somebody had warned me about DIRECT LINE DREADFULL COMPANY… Read Full Review

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review
★☆☆☆☆

“Robots at the end of a phone line”

Written on: 19/06/2014 by Jim T (1 review written)

The windscreen on my 6 month old Range Rover Sport cracked, so I called out Auto Glass (Direct Line's glass installer) to replace it. They turned up with the wrong screen and left. I contacted Direct Line and told them of the problem. I also told them that the supplying Land Rover dealership for my car currently had 2 new screens on their shelf. Direct Line stated that they would only pay £125 towards the cost of the £900 screen unless it was installed by Auto Glass. 2 weeks later Auto Glass… Read Full Review

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review
overview