Direct Line Home Insurance Reviews

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★☆☆☆☆
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Direct Line Home Insurance
Direct Line Home Insurance

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Latest Reviews

★☆☆☆☆

“They won't pay ”

Written on: 13/09/2014 by ixDuggan66 (1 review written)

Direct line try to find any way not to pay, flood damage over 22k took ten months to pay and they only paid £2200., make you feel guilty and send inex smarmy overweight retired police offier to intterodate you., other claim would not pay out as tenant did damage even though not legally there by police… Read Full Review

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★★★★★

“STAY WELL AWAY FROM DIRECT LINE”

Written on: 03/09/2014 by bluemoumtain (1 review written)

Direct Line error on policy excess.Made a claim & they wanted £200 excess, more than the replacement cost of my fridge,they sent a letter stating excess should only be £100 but would not honour claim.Very difficult & unhelpful people to deal with & never returned calls,still have not heard anymore from them.My disabled mother was without a fridge for over a week & lost all its contents to.Had to buy one ourselves in the end. MY ADVICE - STAY WELL AWAY FROM DIRECT LINE… Read Full Review

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★★☆☆☆

“Claim process outdated and slow”

Written on: 02/09/2014 by Ben1234566 (1 review written)

I recently attempted to make a home insurance claim through Direct Line for damage to my bath and shower screen. Raising the claim initially was challenging, as I waited in a telephone queue (0845 number) for 32 minutes. While I accept they have busy periods, the representative who finally answered did not apologise for the wait. DL insisted that they needed to approve any quotes before the work could be carried out, but that this approval would take 7 to 10 days, and quotes could only be… Read Full Review

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★★★★★

“home plus legal expenses”

Written on: 14/08/2014 by Talonv115 (1 review written)

I have legal expense cover, I have a dispute with my next door neighbour, over boundary, nuisance vegetation as well as a tree planted by them on my property that they refuse to remove despite no permission granted or given. Direct Line have been great with my claim so far no problems as the legal team they use who took on my claim after it went to their panel,as I have a more than 51% chance of winning. So far they have been brilliant with me and could not have done more for me as their… Read Full Review

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★☆☆☆☆

“rubbish”

Written on: 10/08/2014 by Jarvisnu1968 (1 review written)

Made a claim gave details advisors were rude as refused to pay as our tv broke as dropped ipad wouldn't pay out as leaving they should be shut down… Read Full Review

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★☆☆☆☆

“Terrible value for money and service!!”

Written on: 08/08/2014 by Kristen10 (1 review written)

I have had home insurance with direct line for quite a while, (over 5yrs), paying £25 per month, and have never made a claim. Had a problem with damp and had work done to treat this, a few items were damaged during this work, (carpet and settee), even though carpet was rolled and settee covered, as all walls were black mortar and had to be completely hacked off they were inevitably damaged. I tried to claim for this however I was told the damage was avoidable as items could have been removed… Read Full Review

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★★☆☆☆

“Bizarrely written letters, 0845 no.s, v slow to refund”

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

A catalogue of issues with Direct Line landlords insurance - once they unilaterally cancelled my insurance part way through the year and refunded the premium with no explanation. Their letters are bizarrely written, making it seem you have not renewed when you have so you have to ring them again on the 0845 no. I have been waiting for a refund for insurance they cancelled as house is unoccupied, fair enough, but still no refund after 3 weeks… Read Full Review

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★☆☆☆☆

“Robbers !”

Written on: 18/07/2014 by ClarissaSmart (1 review written)

My elderly parents have been insured with direct line for twelve years without a claim. Their chest freezer motor was leaving a scorch mark so to avoid a fire, switched it off. By the time they had a new freezer delivered all the contents had defrosted. Saving what they could, phoned direct line to claim for the rest to be told that because their old freezer was over ten years old they would NOT PAY OUT. As usual, you pay your money but when it is their turn to pay out, they find any excuse not… Read Full Review

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★☆☆☆☆

“was cheated into paying extra charges”

Written on: 14/06/2014 by Chicoli (2 reviews written)

when we no longer required their services they forced us to pay an extra 40 pounds in cancellation charges. Ridiculous… Read Full Review

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★☆☆☆☆

“Obnoxious, uncaring, useless”

Written on: 29/05/2014

Van insurance gone ok for years. Public liability - don't bother, this particular office clerk had no idea on the difference between trades! Tried online but could not retrieve quote, session timed out continuously. Called office, could not clarify definition of trade, when tried to pick one that more accurately described work, was told in a condescending manner we wanted to change just because it was cheaper. No, just didn't want to take unnecessary cover. Reminded call was recorded so… Read Full Review

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Kiptaky's Comment

Written on: 17/07/2014

I'll second that. Called for a house insurance quote, didnt even get to the quote part. The girl has a serious attitude problem or maybe she just got out of bed the wrong way. Either way, I have no intention on insuring ANYTHING EVER with Direct Line.

Note to Direct LIne Management - train your staff in the art of being nice!!!!!

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★☆☆☆☆

“Appalling!”

Written on: 27/05/2014 by Trevor273 (1 review written)

My house unfortunately has subsidence at the rear of the property. Despite having loyally paid premiums for 14 years the service has been truly dreadful. They are trying to get away with doing as little as possible. Despite the rear wall subsiding they haven't even checked the founds and are going to do a 'patch' job on the affected wall. I have had to pay myself for an independent surveyor. Cracks run from outside to inside. They tried suggesting the internal cracks were pre policy whilst… Read Full Review

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★☆☆☆☆

“Home insurance, lost jewellery”

Written on: 23/05/2014 by gordong (3 reviews written)

Direct line initially overestimated the value of my rings (although I provided the original cost), don't know if this was a ploy not too pay! Have always had to do the phoning and some of the calls were 42mins waiting time. When finally agreed to pay I wrote confirming acceptance of payment (why would you phone)!!! this was over 1 month ago and still no payment. Heyho back on the phone 12mins and counting. Wish they would get their act together, obviously not enough staff at peak times… Read Full Review

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★☆☆☆☆

“Breakdown cover invalid if it's caused by "wear & tear".”

Written on: 13/05/2014

I’m so glad that I read their policy’s “Terms & Conditions” first. I wanted Landlord insurance with boiler and white goods cover, and was told by te operator that it's automatically included. Wonderful I thought, but I still felt it prudent to check out any exclusions first. Whey hey! … So what do you know … if your boiler (or anything else) breaks down “through wear and tear” you’re not covered!!!!!!!!! Now I might be thick, but isn’t that why most things break down -… Read Full Review

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★☆☆☆☆

“No reply”

Written on: 26/04/2014 by MarkShea (1 review written)

I have waited thirty-five minutes to be cut off. Being frequently told that they value my call and I would be speaking to someone shortly when it's not true is not good customer relations… Read Full Review

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★☆☆☆☆

“Ok my problems started when i changed insurer to...”

Written on: 06/04/2014 by Alyssa251 (1 review written)

Ok my problems started when i changed insurer to direct line i called and purchased a policy "home insurance plus"over the phone,i told the agent everything,my previous insurers,my expensive hobby items that were listed and specified under my previous policy.. ok agent tells me all my goods are covered for the sums ive asked,all my goods are insured exactly as ive requested,the agent tells me unlike my old insurers "i do not need to seperatley list anything thats worth under £4000… Read Full Review

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★☆☆☆☆

“STILL NOT SETTLED AFTER 3 MTHS LANDLORDS CONTENTS...”

Written on: 30/03/2014 by jennyannethompson (2 reviews written)

after 3 mths still not paid despite agreeing to then having a change of mind.They dont respond to emails .i have lost 3 mths rent they are always too busy due to floods but have been happy to take premiums from these customers. CHEAP BUT LESS THAN CHEERFUL… Read Full Review

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★★★★★

“Delighted their service”

Written on: 29/03/2014 by miarosa (1 review written)

In just under six days Direct Line dealt with our claim for a lost wedding ring. On Monday we rang to make the claim and on Saturday we received the settlement. Absolutely fantastic service… Read Full Review

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★☆☆☆☆

“Avoid at all costs”

Written on: 21/03/2014 by 75Gibson (1 review written)

As I write this I am waiting to speak to speak to an adviser regarding a small outstanding claim I made at the beginning of January. I have tried several times to cancel this claim but I have never succeeded in getting to speak to anyone. I run out of time or patience and was waiting over an hour on hold on one occasion before I gave up! My renewal quote arrived on time and my premium had increased by £100 even though my claim had not been dealt with. Avoid, avoid, avoid… Read Full Review

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Directliars's Comment

Written on: 21/03/2014

What can we do about this company.People do not know how bad they are until they claim and by that time it is to late they have paid in good faith with policies increased every year despite not claiming.It appears they send round unqualified bully boys to knock back every claim or if pressed pay the absolute minimum.Pensioners seem to get an incredible raw deal from what I have read on the reviews.My recent experiences from my immediate family have mirrored the scenarios of other people and it is nothing more than theft as all you get is a little red book no protection against theft,storm,flood or tempest everything gets knocked back across the board.The man who visited me did not even have a tape measure just an old thing out of a cracker! He did not phone and I spent 2 hours on phone each time listening to music until on the hour it went dead.Nice little earner for Direct Line.I am sad as I feel cheated and sorry for all other people who have been treated so unfairly. Decent people who have paid in good faith ,people who have either never or rarely claimed all treated with the same attitude.Who can investigate it really sounds like a case for Serious Crime Squad it is that bad.Someone should look at their statistics.I think they only have 1 star because zero is not option.

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Jahoney's Comment

Written on: 24/03/2014

You are absolutely right that it would have been zero but it wasn't an option! I only took out insurance with them last year because a very helpful employee reviewed my policy when I was going to cancel and reduced it by £100. I cancelled my claim which was only for £95 in total so £45 because I deliberately had paid extra for a low excess. Also their excess for escape of water is now £350! I've never claimed on building or contents before, only on travel when we had a burglary at a villa in Majorca.

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★☆☆☆☆

“DO NOT PAY OUT!!!! BEWARE”

Written on: 13/03/2014 by Nealkt1985 (1 review written)

My mum was has been insured by Direct Line over 10 years with NO CLAIMS!!! A Policy at £300 a year full Comp buidings & Contents!! March 2014 she was robbed by two men posing as Severn Trent Water Board in her Home!! They took approx £485 Cash and some broken Earrings!! Made a claim for ther Cash which would be for £385 as £100 is excess to be told by the Claims Dept. the Claim can not be valid as the robbers entered the house freely with no force or violence!!!! Disgusting Service not only… Read Full Review

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★☆☆☆☆

“cheeting an old woman”

Written on: 16/02/2014 by jmd123 (1 review written)

this is the worst company out there took the money from a 75 year old woman when she claimed for a damaged roof told her it was an act of god and wouldnt pay out. the guy that came out to look at the roof was far to heavy to go on to the roof and couldnt check it.warning and you have been warned stay well clear of direct liers WARNING SHOCKING ROBBING AN OLD WOMAN SHAME ON YOU… Read Full Review

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