Direct Line Pet Insurance Reviews

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Direct Line Pet Insurance
★★☆☆☆
1.9
23.0% of users recommend this
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Latest Reviews

“Sham of a company ”

★☆☆☆☆

written by Ollydisgusted on 11/09/2023

Loyal customer with PetInsurance for 5 years and Home insurance for over 10 years, never made a claim until now £500 for dogs ear infection. Turned me down as he had an ear infection 4 years ago and they say they must be linked. Vet has told them they aren't linked but they still turned me down..No point having a great policy which isnt worth the paper it's printed on when Direct Like go out of their way not to honour the policy. Disgusting business practices.

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“Way too expensive”

★☆☆☆☆

written by 458Ross on 30/05/2022

Have been a customer for a decade and alwasy re-newed. Premium increased to more than £1000 this year so belatedly looked at the alternatives. Have saved over £600 by changing. Direct Line abuses your trust loyalty.

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“Direct line is a joke Do not use this company ”

★☆☆☆☆

written by Abigayle197 on 11/11/2019

I Took out Insurance with Direct line for my Dog who at the age of one was put down with a tumour on his spine Direct Line have come out with some rubbish excuses not to pay out on my Insurance I would never use them again or recommend this company to anybody and I will be taking this matter Further Do not buy there Pet Insurance.

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“Direct line is a joke Do not use this company ”

★☆☆☆☆

written by Abigayle197 on 11/11/2019

I Took out Insurance with Direct line for my Dog who at the age of one was put down with a tumour on his spine Direct Line have come out with some rubbish excuses not to pay out on my Insurance I would never use them again or recommend this company to anybody and I will be taking this matter Further Do not buy there Pet Insurance.

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“I did not read the small print”

★☆☆☆☆

written by KatyStedham on 16/06/2019

I took out a policy for my dog 11 years ago. I now pay £53+ per month - When it came to claiming I realised the policy was virtually useless compared with other products at this price. I would never trust Direct Line again.

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“Wouldn’t recommend to an enemy ”

★☆☆☆☆

written by Ssherwin91 on 21/12/2017

Disgusting company avoid at all costs, we paid thousands in pet insurance over 6 years and when we came to put a small claim in for our dog they used a loophole to say because we switched policy’s from one direct line policy to another it was no longer a continuous policy and was invalid. Modern day robbery at its finest.

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“ear problem”

★☆☆☆☆

written by 220Stack on 08/09/2017

I find it very hard to understand that this company is still selling pet insurance with the reviews from many upset customers , myself included. After a long battle with staff who do not understand who the FCA are even though they are selling insurance is very worrying . I too am looking to take legal advice and putting a case to the FCA and copy to the CEO of the company to get some clarity.They even agreed that how I have been treated is not good enough and said they had sent me a cheque for £50.00 gesture of good will my foot they can have it back.

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“Not good”

★★☆☆☆

written by GaigeCochran287 on 29/07/2017

My poor german shepherd suffered with ear problems and after misdiagnosis eventually required surgery I do not blame direct line for not agreeing to cover the costs,but they seem to have information from the vet's that I did not have despite being there at the time therefore I have come to the conclusion that they will do everything to stop paying out ...no discussion not a a very personal service they did pay for the minor problems but the big one no.notcheap premiums .My advice is do question them on what cover you are getting if you are thinking of taking out their cover as your animal is precious. Make sure you know what expensive cover you are paying for. I used them for lots but those days are gone

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“Absolutely awful!”

★☆☆☆☆

written by Pruittdx380 on 07/03/2017

I would not recommend this company to anyone, tried to make a claim for an operation which my dog needs and they're refusing to pay out I have now cancel my insurance and gone elsewhere. The customer service is shocking was told on many occasions that someone was going to ring me back and each time I had to ring them back to chase things up, overall just an awful company!

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“Good value for money”

★★★★☆

written by on 12/09/2016

Go with the advanced £8000 maximum benefit policy. They pay claims without any questions and are improving their pet insurance a lot lately. The major downside was having to wait up to 2 months for a payout, however they have introduced an online claims procedure now (assuming your vets have signed up for this) and typically pay out in a week now. They have also started covering for dental disease recently so I really can't fault them. Beware this isn't lifetime cover, however there aren't any time limits and unless you spend more than £8000 on a single condition you should be pretty happy. If you can't afford some of the more expensive companies then I go with Direct Line's £8000 cover.

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“worst ever”

★☆☆☆☆

written by Cherish346 on 30/04/2016

Only interested in finding ways not to pay claims the worst company ever dealt with never ring back when promised now have serious doubts about my car insurance no chance of recomending or continuing with policy

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“Dreadful indescribable poor service from the worst in...”

★☆☆☆☆

written by 197Mead on 05/10/2015

Insurance supposed to take the financial pain away from sad occasions 4 weeks on and after a £600 bill , that I have paid directly to the Vets , Direct Line still haven't paid , I have cancelled car insurance , home insurance and breakdown insurance in the past because of the poor service , so this policy will be cancelled soon and be placed with a professional company DEAL WITH DIRECT LINE WITH CAUTION , BUYER BEWARE

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Jussy123's Comment

Written on: 07/01/2016

I've just been told that my dogs oral tumour might not be covered as its their choice after she has had the op and biopsy?? What my exactly have I been paying for? My home and car insurance will also be cancelled adapt. Livid is not the word:(((

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“1 claim in 8 years. rejected epitaph apway”

★☆☆☆☆

written by Ziegler263 on 16/09/2015

My German shepherd suffers from an ear condition which I paid to be treated and it was resolved,she then got a separate infection and require treatment, they linked the two and said we were out of time to claim quoting small print in the policy, I will need to obtain more information. I don't think I will bother and will settle myself, I and my wife have used this lot for car insurance for over10years and the dog for 7 or8 no claims in this time whatsoever I will never use direct line again in any capacity

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Lpreviews11's Comment

Written on: 12/09/2016

Not very fair. Most companies will link ear and skin conditions, a vet will say that if a dog has repeated ear infections they are susceptible to this and therefore are linked. This wasn't paid because you went for a time-limited policy.

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“Stay clear! ”

★☆☆☆☆

written by KierraBarrett on 07/08/2015

Put my policy up by 50%! My dog is only 5 and our cats are 1 year and 6 month's! When I queried this they said it was because I had a past claim. This claim was for our cat that got run over and we never found her. When I called to take her off the policy they said I could claim for the £35 which was the min cost you can enter. I would never of done so if I knew what effect it would have on my policy! I wonder if this is why they won't let you put nil down as a cost?! Other insurers do.... Were not clear enough and I feel as though I was tricked into claiming. I would never of do so for £35 if they had not said so! I would much rather our cat was still with us. Thank god my horse is insured elsewhere! Funny enough we now have insurance with another company! Just look at the other reviews on here and make your own mind up!

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“Keep clear ”

★☆☆☆☆

written by stephenj885 on 06/08/2015

Not interested in the welfare of my dog only interested in their terms and conditions appalling customer service keep clear of this insurance company.

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Lpreviews11's Response to stephenj885's Review

Written on: 12/09/2016

It is your job to look after the welfare of your dog. Theirs to abide by their T&Cs.

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Stephenj885's reply to Lpreviews11's Comment

Written on: 12/09/2016

I take it you work for direct line as that was one of the comments made just look at the other reviews NOT a good company, and by the way I take my dogs welfare very Seriously thats why I had pet insurance unfortunately it was with direct line one of the worst companies I have ever dealt with. Their loss I did not renew my
House insurance & car insurance so did my brother and sister and from the response on Facebook hundreds of other would not be using them.

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“Do not use this company ”

★☆☆☆☆

written by on 04/06/2015

My dog needs an operation on his ears to remove scar tissue from ear infections. After 4 years of insuring him with direct line they are refusing to pay on the grounds that he has had the condition for longer than 12 months!!! Well obviously! Who in their right mind operates on a dog after its first ear infection! To say i am appalled with their "service" is an understatement. Do not touch this company with a barge poll!!! Utter rip off merchants. And to direct line - I'll see you in court.

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Lpreviews11's Comment

Written on: 12/09/2016

Not the company, the policy you went for. Try reading the T&Cs before threatening court.

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“Pet insurance”

★☆☆☆☆

written by Ljsgran on 15/05/2015

My dog was insured for 10 yrs with direct line and when I made a claim they wouldn't pay out, as it was the second time I had claimed in 3 yrs and they said the ear condition was related. The staff are a disgrace they have no people's skills they are rude and not helpful !!!! I laugh when they say calls are recorded . Does the DIRECTORS of this company think it's okay to not to train staff properly !!!!! I'm disgusted with Direct Line Pet Insurance. So don't go near them with a barge pole. I couldn't believe how they handled my claim , I asked to speak to a manager and I was told it was I deal with this as it's not important enough for a manager . When I got insurance 10yrs ago I wasnt made aware that if my dog had a condition and had same condition after 3yrs that they wouldn't pay out. I' started paying £9.00 and then it went up every yr I was then paying £48.00 . I had claimed once and was paid £100 so why was I paying all that money ????? Also at first they say about ongoing ear problems as I'm not a vet so I don't know that my dogs ear infection 3 yrs earlier was then going to cause problems 3 yrs later. Im totally disgusted as my dogs opp cost £5000 and he now needs another . If I get another pet il just put money away each month for vet fees as its a RIP OFF getting insurance. Especially with poor customer service and a company with no customer care skills.

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“NEVER use Direct Line Pet Insurance”

★☆☆☆☆

written by Poolepd303 on 20/03/2015

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.

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“brilliant”

★★★★★

written by bonnie67 on 25/01/2015

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 sorry for my loss! Def would recommend

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“Too long to deal with claim”

★☆☆☆☆

written by 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.

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