Written on: 28/09/2013
I see no reason why it takes 3 weeks to assess a claim before even considering payment. I am 4 weeks and waiting with a visa bill or over a £1000 that I am unable to pay. When you call the standard response is "well it takes 3 weeks and the cheque is on it's way". Rubbish. I have several polices with Direct Line...I don't plan to renew any of them. (read more)
Written on: 19/09/2013
My dog recently had very nasty tummy troubles which led to an enlarged pancreas and swollen bowel, he was extremely poorly and spent 6 days in hospital. The vet bill came to £2700.00 and Direct Line settled the claim and paid in just under 4 weeks. It was very straightforward and the staff were extremely helpful and kind. Personally, I highly recommend them. (read more)
Written on: 17/09/2013
Totally agree with previous comments - they do everything they can to avoid paying claims. They have a standard 3 week 'assessment' of claims a period of time it seems they use to look for a 'get out'. Then they ring you to tell you the good news and ask 'is that alright' Odd how other companies can pay a claim within 7 days. To add insult to injury they have the damn nerve to put the premiums up by around 40%. They don't even ask how your pet is - just goes to show they don't give a toss. (read more)
Written on: 13/09/2013
Our elderly Labrador has been insured with Direct Line for many years. He recently underwent an operation to remove 3 lumps on his head costing in excess of £450 pounds. The claims company have judged this as 3 different operations despite it all happening at the same time with one anaesthetic etc and have divided the bill up. The end result is that only one of the 3 claims they say this is goes just slightly over the excess and will be paying us out just £34 pounds. We will now be... (read more)
Written on: 12/09/2013
We have been paying for pet insurance for 7 years for our pet dog. We have recently tried to make a claim which has been brushed aside by the claims department. They claim an ear infection the dog had 6 years ago and never had since, is the same complaint as the allergic reaction and skin problems she has now. If you want my view I would either go with another company or what we will be doing in the future, pay the premium monies into a savings account each month, then its there if you need... (read more)
Written on: 07/08/2013
For years we have been paying into Direct Line insurance covering (or so I thought) our three cats and never made a claim up to last month. One of our cat's dental condition worsened to the point he needed an operation (£200) for removal of 3 teeth but Direct Line said that because the condition started more than 12 months ago they wouldn't pay. We had treated the cat with anti-inflamitories and antibiotics, funded by ourselves beecause it was under the £75 excess and it was only when the... (read more)
Written on: 12/07/2013 by Willdoh (1 review written)
Our flat coat retriever developed a limp and lump above her right shoulder at the same time. We took her to the Vet for investigation inset the assumption that the 2 were linked. An X-ray and biopsy were carried out. The lump was benign and found to be a lipoma and the lameness was not thought to be caused by the lump. Total vet bill for the single incident £500+. Direct line put it through as 2 claims to be able to deduct to excess charges and only returned cheques worth £290. Waste of... (read more)
Written on: 05/07/2013 by Lindylou24
Would highly recommend we had to ask for 2 claims forms , one for the vet the other for the animal hospital ,which both came very quickly, staff are always very nice & helpful when you ring ,sadly our dog died but the bill was just over 3000 pounds , which was settled quickly. , but after about 3 weeks the animal hospital wrote to me to tell me that they needed another form as they had left off some treatments that needed to be paid ,I rang direct line , expecting to have a fight on my hands... (read more)
Written on: 06/06/2013
Direct line do pay up but take several weeks assessing details, although maybe a little more expensive than some I would recommend them as our dog has a lot of medication and has had many procedures which they have paid for. In fact so far we have had more paid to us than we have paid in by far. Glad I got both my dogs insured. My dog was re insured when he was 9 and they were happy to do it. Wasn't cheap but worth every penny. I have put several claims in this year with no... (read more)
Written on: 05/06/2013 by mrsshann
I would like to update a review I wrote a few weeks ago. I am pleased to confirm that Direct Line did pay out in full, after waiting around 8-9 weeks from submitting my paperwork. The animal hospital also arranged a direct claim (which I had to pay £30.00 plus £9.00 for every claim which was on going & related to the same claim. Therefore I can recommend this Insurer, other than fairly slow in paying out, we did get there in the end. The sad part is that I did have to have my dog put... (read more)
Written on: 17/04/2013
My dog unfortunately has an incurable tumour which is being treated by medication to try & slow down the growth of the tumour. So far our fees are £3000. It has been 5 weeks and still no payment from Direct Line. We had to wait for claim forms to be posted for almost 2 weeks after requesting. I was advised that their settlement time is no longer than 2-4 weeks, which is not true. I would definitely not use them again. (read more)
Written on: 02/04/2013 by djgo11
We adopted an 8 year old Lab 3 years ago and insured him with Direct Line. Sadly he was off his food in early February and after extensive tests and during surgery he was found to have cancer which was too advanced to treat, so the decision was made to leave him asleep. This was the third time in 2 years we had had to claim on the policy. The first was for a torn ligament in his hind leg and the second was for blocked and infected bum (sic) glands. Over the 3 claims DL paid out over £4000... (read more)
Written on: 11/03/2013
We have had 3 dogs with Direct Line for many years and have jus found out that they do not cover dogs that are shown. Despite the fact that showing a dog is no more of a liability than walking in the park. I checked the policy and website and it does not mention this only dogs that are worked which is another matter. When I spoke to customer service they said it is mentioned when you take out insurance but it is not made clear to us who renew automatically all that would happen is that we... (read more)
Written on: 08/10/2012
My 19 month old lab was involved in a road accident and had to be put to sleep for humane reasons. She was covered (or so I thought) with direct-line at a premium of £13.50 per month.On top of the absolute trauma of the road accident I had to contend with being told that the cremation, putting to sleep and purchase cost of my pet was not covered, but had she survived, bills would have been met to the cost of £4000. This is ludicrous and from a financial point of view. The inadequate way... (read more)
Written on: 13/09/2012 by sallyandterry1
we moved our pet insurance to Direct Line in June 2012 and this was the biggest mistake we have ever made. unfortunately our beloved pet has got a second crutiate tear in his right leg after having a crutiate tear in the left leg in 2011. Before taking out our policy with Direct Line my husband asked if this previous problem on his left leg in 2011 would affect the policy and would they cover him. we were told this was not a problem, but they are now stating that this is a pre existing... (read more)
Written on: 20/08/2012 by Ned248
Direct line have put many restrictions in their terms and conditions about how much they will pay out on both veterinary consulations and complemetary therapies. This really is annoying. If the advertised terms say £4000 for vet fees and £1000 for complementary therapies then these are what should be paid for what the animal needs for the particular illness. All these small print limitations are sneaky. limitations on vet consulation anounts, physio fees and hydro fees as well as the... (read more)
Written on: 10/08/2012 by badmouth99
I moved to Direct Line as they were good for car insurance. When I made a claim for my dog which had an ear infection they said they would not pay as the dog had an ear infection 3 years previously and that it was a pre-existing condition. Despite the fact that the dog had no infections for 3 years. I said that it could not be the same infection as the bacteria which caused the earlier infection was not the same physical bacteria as caused the second. They will lose all my business for the... (read more)
Written on: 24/06/2012
Have insured my two Springer Spaniels with Direct Line for nine years now. In all that time I have never had any problems with this insurance company apart from the length of time it takes them to settle claims. One of my Springers has had numerous problems and they have paid on every claim without question. In fact after having a stroke they are now paying for him to have physiotherapy and accupuncture. What I would say though to those who are complaining about them, you need to read your... (read more)
Written on: 18/04/2012 by Keeley999 (1 review written)
We started insurance for our whippet puppy, corky, in March 2011. The policy cost £16 per month and I set up a direct debit. In march this year I got the renewal quote. Corky has had no medical issues since we had him apart from the usual vaccinations and neutering. The renewal price was £25!! That is ridiculous being as I didn't claim anything all year! I cancelled the policy and swapped to a different company using a price comparison website. It's now cheaper than the original price!... (read more)
Written on: 21/03/2012
I have had my pets (2 cats and a dog) insured for a number of years with DL. Despite the premiums going up and up I have not looked for a cheaper alternative as I believed they were a reputable company who would live up to their name should I ever need to make a claim. I have just tried to make my first claim for one of my cats for a skin condition and have been told after over 3 months of waiting for a settlement that they couldn't pay out as my cat was treated for a skin complaint in 2007... (read more)
Written on: 24/10/2011
We had 2 cats insured with Direct Line for 5 years and payed ever increasing premiums for what we thought would be a good service. How wrong we were. Or cat was attacked by another cat and went to the vet where the bill came to £90. The excess was £70 so we submitted a claim for the remaining £20. Direct Line sent us £18 as they knocked £2 off saying the consultation fee was too high.I am surprised they didn't charge us for the postage. (read more)
Written on: 12/06/2011
My 12 year old Cat was diagnosed with mammory cancer 3 years ago. She has had two very major operations to remove all the lumps (and there were many) growing on the underside of her body. The operations cost around £500 each time, and I had to pay the vets upfront, then submit a claim to Direct Line. Although I had to wait about 6 weeks for the money to be reimbursed, it was eventually paid in full with only the agreed excess omitted. The following year, all the lumps had returned with a... (read more)
Written on: 11/05/2011
Have an 8 year old Boxer who has been insured with Direct Line for 5 years.
In that time the monthly premiums have gone from £18 to the point that my renewal is for a staggering £56 a month !! Thats more than my house and contents insurance. We have claimed a few times over the years but nothing like what we have paid in . If you call them you get a " couldnt care less " attitude . I will not be renewing. (read more)
Written on: 11/04/2011 by gordonsuk (1 review written)
Avoid Direct Line insurance at all costs. They have lost various correspondance sent to them from our vets. Claim they have made phone calls to our vets which they have not. Thye fabricated facts and delayed at every stage possible they do not have to payout.
Wish I had never took a policy out with them. Have now cancelled the policy and having serious doubts about approaching another insurer for any future non-related claims.
Written on: 08/04/2011
We have had our 3 cats insured with DL for a while now and recently our oldest cat developed a very rare condition (a form of cancer that the specialist doesn't know very much about) on her leg. We took her to our vet and told them any treatment would need to be an insurance claim as we are pretty well bankrupt and cannot afford it. We took the forms in and they dealt with DL directly. We got the go ahead from DL so when the vet said she needed specialist treatment from the hospital,... (read more)
Written on: 08/04/2011
BE AWARE FROM THE START THAT YOUR POLICY WILL DOUBLE EVEN IF YOU DONT CLAIM IN 12 MONTHS. FOOLISHLY STUCK WITH THEM IN THE 2ND YEAR AND MADE A CLAIM. GOT TOLD IT WAS PRE EXISTING EVEN THOUGH I HAD NEVER CLAIMED BEFORE. CANCELLED IMMEDIATELY AND WILL NEVER HAVE ANOTHER DIRECT LINE PRODUCT. (read more)
Written on: 31/03/2011
I have a 1 year old boxer dog. Sadly back in November he bagan having fits, he got diagnosed with idiopathetic epilepsy (epilepsy with no cause). DL were fantastic, dealt direct with the vets and paid out over £3000 in care including MRI scans, multiple vet stays, ongoing prescriptions for a range of pills, the staff were always nice and friendly.
Ricky also managed to tear his cruciate ligament in his back leg, again DL were amazing, paid for hydrotherapy, xrays, medication.
However,... (read more)
Written on: 31/03/2011
Disgusted with Direct Line. I have been a DL customer for over 12 years wiht home insurance, car insurance and have purchased Pet Insurance whihc is due to be renewed this April 2011. I cannot believe as an exsisting customer, that I cannot receive the same prices to renew my policy as a new customer, even though I have other policies too. One thing is for sure, they DO NOT GIVE A HOOT! Competitive searches offer me the same policy with Sainsburys, Tesco for about £6 - £8 per month. I have... (read more)
Written on: 31/03/2011
I thought I had found a good insurance for my beloved pet. Needless to say I was brought sharply into the real world when my pet had to be euthanized unexpectedly. I would advise that if you love your pet like it is your child DO NOT use this company as it is useless when you have to say the dreaded goodbye to your pet.
I phoned to request a claim form and after providing the details the guy on the phone was very sympathetic but did not mention any exclusion to the policy. During this... (read more)
Written on: 12/03/2011
virgin pet direct line all part of same company ,cannot comment now as waiting outcome from financial ombudsman ,over 3000 paid out and saying preexisting condition as my dog had a change of food diarrhoea shorttime n january 2010 no treatment no medication no claim was with churchhill then changed to virgin ,useless not listen that my dogs condition started in august as dog weigh specialised taken to ibd.they aren't looking at the dogs weight and all the treatment given no let up poor... (read more)
Written on: 04/03/2011
I had my dog meg insured with direct line for over 13 years and only claimed 3 times for minor complaints,when i was away megs had to have a knee operation to have it wired due to a shallow socket which my son paid for as he could not get access to the policy so he did not claim that was her right leg,5 years later she started to limp on her left leg and also she had a wart that was bleeding,the wart was removed and I received the claim for the removal of the wart,They said that the limp to... (read more)
Written on: 02/03/2011
After insuring my dog with direct line pet insurance for 4 yrs i want customers to know that getting cheaper pet insurance is not always the best i put through a claim for glad operation , unknown to me was if the vet has even touched your pet in that region its classed as start of problem even if there wasnt one , no sign of infection just a routine check and squeeze , a problem started 2010 and even then still no infection but advised may be good idea to have them removed just incase they... (read more)
Written on: 11/01/2011
Having insured my golden retriever for the last 12 years with DL, they are now taking the mick, £540 to fully insure or £490 to cover vet fees only. What starts off as reasonably priced cover ends up stupid with no flexability, they wont take into account that we have never claimed on this policy. So I am paying more for my dog than I am paying for 2 cars, are they abusing the fact that we love our pets? (read more)
Written on: 20/12/2010
I am shocked to read people have had problems with claims.
We have had our dogs insured with direct line for years, our Border Collie has had illness after illness and we have never had any problems quite the opposite staff are always very helpful. (read more)
Written on: 13/12/2010
In January 2009 we took our dog to the vet as she was scooting and the vet had to empty her glands. She didn't have to have them emptied again until September 2009. Over the next year this was repeated another three times. In September 2010 we enquired about a long term solution and were told it would come to approx. £800. Direct Line said they would not pay as it the 12 month allowed to claim had expired. When I said that we did not think it was an on-going problem when she was first... (read more)
Written on: 24/11/2010
helpfull and responsive customer service. payment made to the vet in convenient and quick manner. Though the premium is slightly higher than other providers, I would still recommend to others (read more)
Written on: 30/09/2010
AVOID THIS COMPANY! - The only reason they get a star is because its the only way to submit this message! 0/5 Stars.
Summary in one word: THIEVES
My Shepard has just had a lump removed from his head and they are not paying out due to it being a 'pre-exissting condition' funny part is that since we have had the dog he has been insured by this joke of a company and renewals have been automatic!
They like to take your money but won't help you out when you need it.
Just getting them to look... (read more)
Written on: 23/07/2010 by doglover (2 reviews written)
I have had insurance with direct line for 10 years paying £26.90 monthly - only having claimed recently as my dog had heart murmer and this was a very small amount. In May my dog stopped eating and drinking - he was very weak and we had to rush him to the out of hours vets. They kept him in and 2 days later had to be put to sleep. Direct line have just sent a cheque - it took 9 weeks. They deducted £104 from the hospital fees as they said £35 is reasonable for 24hours - I asked where it said... (read more)
Written on: 16/07/2010 by steph666 (1 review written)
We had a Dobermann who we sadly lost just over a year ago. He was insured with Direct Line, we'd claimed for skin problems etc throughout. they were uite slow in paying out but always paid. When we lost our dog we called to inform them, the payments took 3 months to stop, then they took another 6 months paying us back for what they should not have taken, but a year later they called us to ask why we had cancelled the insurance and if we would consider rejoining, I told them again why we had... (read more)
Written on: 01/07/2010 by Fastjock (1 review written)
We have 2 boxer dogs insured through direct line, and, being boxers they have quite a few problems between them, which means we often have to make claims and whilst we find they are quite reasonable in accepting them, over the 5 years or so that we have been with them we have found that the length of time they are taking to make payments is getting longer and longer. It used to be a matter of a couple of weeks, but now it is up to over 9 weeks, and if you add on the time it takes to get a... (read more)
Written on: 10/06/2010 by ALovejoy (1 review written)
we are over £800 out of pocket because Direct Line take an amazing 9 weeks (plus 5 days to receive the claim form) to pay out. Our vets will not deal with them direct partially because of the length of time they take to pay out. I asked DL for an explanation 3 weeks ago - they haven't even botherd to reply. DON'T USE THIS COMPANY - shop around. (read more)
Written on: 22/05/2010 by hellybelly1 (1 review written)
my king charles had to under go to operations on her leg and there was months of bills both for the vet and the animal hospital they were very helpful and paid out quickly . now my poor dog has a heart condition and again they have been very helpful and im sure they will continue to be thank u direct line for making things easier in difficult times (read more)
Written on: 04/03/2010
Direct line will continue to fob you off!!! DO NOT USE THEM. They sent me a cheque for £8.25 for refund of a kennel cough vaccine - my dog hadnt even had kennel cough!!!! The claim was for ongoing steroid treament for a potetially dangerous condition called everted saccules ( £500 claim).
When challenged, they said a veternary underwriter had studied the history and come to the conclusion the problem was due to kennel cough!!! Our odg has regular vaccinations for this and has never had or... (read more)
Written on: 05/02/2010 by helenjpountney (1 review written)
I had two german shepherds one of which was sadley put to sleep due to cancer just before christmas.The vets didn't except direct line so I had to pay up front I understand is commen practice( except for one insurance company do your research before taking out insurance )They still haven't paid out,They say they have to wait 23 days because of staff holidays etc. Each time Ive phoned up Ive been told that its now 23 working days also the date they say they received the claim form has also... (read more)
Written on: 13/01/2010
have had cat insurance with direct line for 13 years for 1 cat and 8 years for 2 cats. our eldest cat became extremely poorly and was eventually diagnosed with diabetes and needs 1 insulin injection a day. she had to remain at the vets for a week until she stabilised and the costs obviously warranted us making a claim with direct line. we have just been informed that we need records of her past visits to any vets as she may have had this before. any person with minimum amount of sense will... (read more)
Written on: 17/12/2009
Whilst on holiday in Spain my dog tore her cruciate ligament and needed surgery. She had to have several scans and an operation at the animal hospital in Alicante. She was not allowed to travel until a further scan after one month to show that the metal work was still in place and that the ligament was healing okay. Direct Line were informed by me every step of the way. I found them to be sympathetic and very helpful.
The whole operation etc cost £1,152. I sent my claim form to them on the... (read more)
Written on: 29/10/2009
I have had to make multiple claims on my policy for my dog.
SHe has had two major operations.
Everything was dealt with over the phone and the claims settled promptly.
The only isue is that my vet ONLY takes direct payment from ONE insurer (seeminly on the basis of FSA regulation which is rubbish) which means that I had to pay up front and get the money back but this inst the insurers fault- its the vets.
Even after a claim, you would expect the premiums to rise but I found the rise in... (read more)
Written on: 01/07/2009
We have two young dogs and fortunately have not had to use Direct Line Pet Insurance for anything.
Our premium is now due and we were amazed to find that our renewal was asking for a premium which was more than double what we paid a year ago. Our English Springer is 1 and our Weimaraner 8 months.
We phoned Direct Line to see if this renewal premium was correct and we were advised that it was, and that the previous premium was a new customer price. We asked if we could lower the premium, but... (read more)
Written on: 17/03/2009
Overall: generally coverage has been good (policy details / context below). One cat has had over £2K of treatment and medication (cat IBD is the vet's view) and they have paid the vet directly without issues (after excess). Big complaint is the drastic increase in costs every year
Context: we had insured 2 cats with direct line for over 4 years. We have a premium policy (lower excess, no 12 month treatment limit, many £Ks max cover, etc). Cats are both 10 this year.
Customer service:... (read more)
Written on: 25/11/2008 by RobertBarlow (1 review written)
We've had both our dogs insured all their lives with Direct Line, with no claims till now.
One dog has epilepsy and dementia. They've declined to pay anything towards the epilepsy because he had it mildly in the past and we didn't claim at that time.
The dementia treatment is ongoing. It has taken them forever to agree to pay for it, and now they want a fresh claim form filled in for every bill and countersigned by the vet. Invoices from the vet aren't good enough. It's mindless bureaucracy... (read more)
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As rated by real users
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