Direct Line Pet Insurance Reviews

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★★☆☆☆
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Direct Line Pet Insurance

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Latest Reviews

★☆☆☆☆

“NEVER use Direct Line Pet Insurance”

Written on: 20/03/2015 by Poolepd303 (1 review written)

My dog has been insured with Direct Line for years, I have never made a claim until recently. My dog has had an underlying ear infection for sometime. In December he developed a completely seperate ear condition (which has cost my £100's). Direct Line say they are linked and will not pay out. My vet and extensive research on my part prove the conditions are completely different. Appauling Customer Service, this has been going on for 3 months. NEVER use them, AVOID at all costs… Read Full Review

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★★★★★

“brilliant”

Written on: 25/01/2015 by bonnie67 (1 review written)

From day one I had my cairn terrier insured with direct line, claimed when she was a pup, straight forward and quickly settled, when she became ill when she was 10 I had loads off tests and then operated on and bill was settled with the vets very quickly followed with a text to tell me! Sadly a year later she became ill again and once again loads off tests, kept her in and then sadly had to make that sad decision! Direct line were amazing ! Settled bill and wrote me a lovely letter say how… Read Full Review

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★☆☆☆☆

“Too long to deal with claim”

Written on: 14/01/2015

First time claiming for my dog paid for years. Vet sent claim form the 19th December just been told they received it the 30th but will take until end of jan to assess it. I have worked in insurance this is awful, when i asked what am i supposed to do about that i am paying out for tests my dog has to have i got no response. Terrible claims service… Read Full Review

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★☆☆☆☆

“Not paying out”

Written on: 18/12/2014

I have had my pet dog insured with direct line since 2007 I have come to make my first claim regarding a skin condition that my dog has she had some tests done in 2009 which I paid for myself but the vets couldn't find anything definitely wrong so I agreed to manage the condition with creams etc She has now developed an ear infection so I took her back to the vets the vet thinks it is linked to her skin condition and advised more tests I spoke to Direct Line to make sure I was covered to only… Read Full Review

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Anji2512's Comment

Written on: 05/03/2015

I am having a similar experience to this with my claim, my dog was treated for skin condition in Nov 13 but in Oct 12 I took him with an ear problem and happened to mention that he had a dry patch of skin as well. He was 5 months old. he is now being treated for skin allergies. According to Direct line this is all linked and therefore a pre distinguish condition as my policy started the day after the first visit to the Vet. My vet has written to them saying that the conditions at the first visit were not linked, that he was too young at 5 months as allergies like this do not normally present until Around 9 months to a year. I am really angry with this insurance company. If I could score them with minus stars I would. I echo this reviewers advise...DO NOT TOUCH this company

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★☆☆☆☆

“What a horrible, thoughtless young man”

Written on: 23/07/2014 by Zoie1993 (1 review written)

I have insured my Standard Poodle, Holly, with Direct Line for almost 12 years. Sadly, Holly died on 18th July so I called Direct Line this morning (21st July) to cancel the policy. Firstly, I got a bad line (I think it was them not me)and the young man who answered the call neither apologised nor introduced himself. I explained that I had a policy that I needed to cancel because Holly had passed away. Not one word of sympathy - nothing. He just said "Have you got the policy number?" He then… Read Full Review

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★★★★★

“Absolutely Fantastic! ”

Written on: 20/06/2014 by enWhite1986 (1 review written)

Well this is me just getting around to writing a review but they definately deserve it. Last year my lovely, friendly cat was hit by a car. He required 6 screws in his hip socket (the socket was snapped in half) and 3 other fractures. He had to go to a specialist surgeon for the surgery. I'm only 20 years old, I don't have saving and I live on a month by month basis. As soon as I found Zeus in our street (he dragged himself from the road as he couldn't walk on his back legs) I took him straight… Read Full Review

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★☆☆☆☆

“do not use direct line!”

Written on: 09/06/2014 by Reese417 (1 review written)

i have a expensive breed of dog therefor i researched what would be the best policy to have paying quite high premiums for what i thought was a lifetime cover. it turns out that once you reach that £6000 barrier you are no longer covered! it does not renew every year like most GOOD company's do. when we took out the policy we did so on line but before we agreed we called direct line and asked questions being led to believe this was lifetime cover and pet was covered every year for LIFE! they… Read Full Review

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★★★★★

“Excellent, no hassle service”

Written on: 16/03/2014 by 32Vaughan (1 review written)

I claimed off Direct Line's Advanced policy when my cat was hit by a car and needed her eye removed as an emergency. As soon as I reached the out of hours vets they took my insurance details and said they would be happy to claim the bill back from Direct Line as they had have never had trouble with them before, so I only need pay the excess and they would do the paperwork! A massive relief with the cost of treatment reaching thousands within 10 minutes and knowing there would be more treatment… Read Full Review

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★☆☆☆☆

“Waste of money”

Written on: 11/02/2014

Stay well clear of Direct Line. I have had my dog insured with them for quite a few years. They paid me out for a claim for her skin allergy, she then had a hematoma in her ear and I put in another claim. They then went back through all her history (which they couldnt get and I got for them) and then decided that they would not pay the costs for the heamatoma and then demanded all the skin allergy investigation money back as well. I had to take them to the Ombudsman in the end, but didnt… Read Full Review

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★☆☆☆☆

“Direct line or Sting in tail”

Written on: 30/01/2014 by MazzyGirl (1 review written)

After 11 years of insuring my Lurcher with Direct Line they decided to increase my premium by one third. I was shocked by this disproportionate rise as I am a pensioner on a fixed income. I contacted the company for a reduction and was told they could not do anything about it and I should look elsewhere for insurance, knowing full well that getting cover for older dogs with cover of existing illnesses is impossible. Well they have got me over a barrel by the short and curlys, but be warned… Read Full Review

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★★★★☆

“Get what you pay for”

Written on: 19/01/2014

I had basic insurance with Direct Line for my older pet. They paid promptly-exactly according to the Insurance details. I am not sure why they get bad reviews as we had bill for MRI scan plus operation at Vet Hospital (under the £4,000 we were covered for)& no quibble whatsoever. I found the staff sympathetic as our beloved pet died during the Op. The only reason I didn't give it 5 was I had to pay for a month after pet's death but I presume that was correct as they said it was due or pet… Read Full Review

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★☆☆☆☆

“DO NOT USE DIRECT LINE - THEY DO NOT CARE ABOUT YOUR PETS”

Written on: 31/12/2013

I agree with all the previous comments, avoid Direct Line! They do not care about your pets and use any excuse not to pay out for a claim. One of my dogs was referred to a specialist to have an MRI scan for his back after he had been having treatment for months at our local vets. Because they were unable to find anything wrong with his back however found an infection in his ribs from a previous condition, they have refused to pay for the back treatment. This was bad enough that they… Read Full Review

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★☆☆☆☆

“Shocking service”

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 Full Review

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★★★★★

“No problems at all!”

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 Full Review

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★☆☆☆☆

“No Interest in Pets - just your money”

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 Full Review

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Midwayred60's Comment

Written on: 15/12/2013

Yes i've got a feeling that is going to happen to me!
The vet filled out their form for me &sent it to them DIRECT! It's taken them 1 week to confirm to me that they are assessing the claim & that it will be another 4 weeks to process it!

When you ring them up for a claim form they go on for 5mins or so about fraud!

Not impressed but i suppose ive got them for a while as no other company would take over an existing pets condition.Yes they put up my premium 40% after the 1st year & thats without claiming!

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★☆☆☆☆

“DIRECT LINE-Any excuse not to pay out...”

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 cancelling… Read Full Review

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★☆☆☆☆

“Use another Company”

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 it… Read Full Review

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★☆☆☆☆

“Do not use Direct Line!”

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 Full Review

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★☆☆☆☆

“Double excess charged!! ”

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 time… Read Full Review

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★★★★★

“Excellent service”

Written on: 05/07/2013 by Lindylou24 (1 review written)

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 as… Read Full Review

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