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Direct Line

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38 Reviews of Direct Line

  1. Daniel Tregear

    I had a travel insurance claim with DL. Appalling. They repeatedly say documents not loaded, and I do mean repeatedly. I uploaded 6 times and eventually gave up.
    Value for money is rather dependant on the claims department…this is the first ever claim I tried to make and I was just stalled and stonewalled. So I have to rate them on that basis – not the cheapness of their policy

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Travel
    1 person found this review helpful.
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  2. Robert lord

    To day I contacted direct line house insurance over mis classification on my bungalow from last year.Not only did Steven who I spoke to sort out my problem but also contacted his superior who is refunding last year’s overpayment which all told comes to roughly £110 but was also apologized profusely.I personally feel this is one company that truly look after customers and after 9 years we will stay with them.

  3. Robert Hardy

    Nowhere on its site is there any indication of how much an extension of the policy to cover EU driving is likely to cost. It cost them my insurance, as, when I realised that there was no mention of European coverage in the quotation process, I delved deeper and realised that it has to be applied for on a trip by trip basis. They expect their customers to abide by the principle of utmost good faith, yet break it by failing to openly disclose the lack of European cover and hide the likely cost of it from their customers. A dishonest company.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Motor
    1 person found this review helpful.
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    Value for moneyCustomer serviceClarity of policy rulesClaims handlingNot RatedSpeed of claims resolutionNot RatedInsurance Company Ranking
  4. John-Paul

    Direct line are full of argumentative staff that do not wish to help you in the slitest I know from my own experience with them having motor insurance for the last year with them! Firstly they got information written down incorrectly on my motor insurance incorrectly rather than amending it they said to leave if it will be fine after seeking advice off trade and standards I quoted direct line my reference number with them that they need to Amend the errors of my motor insurance certificate as it’s a legal document! It took me a year to get this finally done all staff do at direct line is argue with their customers rather than helping them! To add to matters making it worse, a useless member of staff made me lose my 2 years no claims as in the words of One of their managers ‘the staff memeber ticked a wrong box stating you made a claim and we can see you just called in to make an enquiry’ how incompetent can some one be! This took a month to amend before finally getting my 2 years no claims discount back! I was promised call backs by staff at direct line, and none of them where met through out my complaint. I finally left direct line this December 2016 and was promised to have my proof of 2 years no claims sent to me in the post to find out yet again Direct line had Royally messed things up for me again! In the letter it says that I have 2 years no claims but underneath the sentance stating that it says 1 claim notified, I have tried to insure myself with 3 different car insurance providers with this proof and have been refused to insure my car for the reason the letter of proof of my 2 years no claims is contradicting as it says I have 2 years no claims ‘however’ it also says I have 1 notified claim! I rung up again and they read through my notes and agreed this was their error ‘yet again’ Thanks a bunch Direct line! I’m now alone at Christmas because of your cow boy unprofessional ways! Good ridence to them and avoid at all costs!! Don’t say I didn’t warn you and thank me later, regards JP

  5. Gavin Langeveldt

    Rubish Customer service.
    I would never use them again
    They do not handle calls well and will not respond to letters – overall a very poor service.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Motor
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  6. john

    I was going to complete an online purchase of a Directline home contents insurance policy. I saved my quote and logged in a few times to review and make sure this was the right policy for me. I changed one entry to adjust my quote (£3.00 more). When I logged in for the final time to purchase, I get the message that “… you seem to have made a few changes to your policy, why not give our consultants a ring?” This was not optional as I could no longer proceed to purchase online!! This one extreme annoyance stopped me from purchasing this product. What else were they not going to give you the option to do?

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Home Contents
  7. Peter

    Been with direct line 15 years, spent over 25000 with them, I have found them rude, dishonest, uncaring greedy and distrustful, they do not have your interest in mind only interested in money, I do not believe after all these years of loyalty they give a damn. Don’t use them, you will regret it.

  8. keith

    Direct line claims get their Landlords insurance for the best. they just mislead you into buying more and more. I have various properties insured with them for many years and have not made a claim for anything but now that I need them they tell me I am not covered. Due to a tenant moving out and leaving a mess I rang them to ask for help as I was unsure what to do next. Before answering my questions they made me pay out £43 more telling me because the tenant had moved out and the house was now empty and would not be insured otherwise. after taking my money they then said that since the tenant had done the stuff then I was not covered. The TV advert is misleading and not truthful as you have to insure against your tenants as well.
    Landlords be aware Not recomended, poor service, untruthful

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): landlords
    1 person found this review helpful.
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  9. Jonathan Cooper

    DO NOT USE DirectLine…ever! They reward Customer Loyalty by ripping you off and making you pay triple the going rate for Home and Contents Insurance and Landlord Insurance.

    I had a Home and Contents Policy £640/yr, Swinton £214
    Landlord Insurance was £600 after a claim for a locksmith to open a door and replace a barrel (which cost £260), Direct Line upped the Policy to £950/year.

    Absolute shocking customer service, woeful reward for 4 years of Customer Loyalty and I will never ever use Direct Line as long as I breath!!

    The worst company I have EVER had to deal with.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Home, Contents and Landlord
    1 person found this review helpful.
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  10. David Phillips

    Direct Line Insurance Services is now just as poor as the other companies out there.

    Direct Line no longer are the best Insurer – they have taken the cost cutting measures too far and in the customer service dept/ as other companies have.

    Recent car collision – old boy pulled out on me on a roundabout.
    I had to deal with another company DL had outsourced to for the repairs.
    DL had f*cked up which company was going to be providing courtesy car.
    Called DL to sort- they STILL didn’t know – then put the phone down on me!

    In the end I had to contact DL via Twitter (as there is NO other way to contact other than phone) – A decent guy called Craig ended up resoling the issue – but I STLL had to sort courtesy car myself, with the third party (Enterprise).
    The car provided was a diesel ‘bus’ – I have a petrol sports coupe.

    Repair was good, but surrounding paintwork marred and stands out. It has ruined the look of my vehicle. I have informed DL, but no response / assistance received.

    Now a month later, my renewal is due. ONE HUNDRED AND EIGHTY POUNDS more than it should be – because the claim is ‘ongoing’. In fact the chap I spoke to stated they would find out about liability and get back to me. He did this morning – ‘the third party Insurer knows nothing about the claim’. That was the response I received. So DL had not done their job and officially got in touch with the third party in the first place; more incompetence.

    Seriously the Directors of this company must have had a lobotomy; why pay out for a customers repair then hike the renewal price to lose them?

    I have ELEVEN years protected no claims bonus, but the renewal premium with DL is almost 50% more. ALL other insurers I tried increased it by £30-40.

    Respect going to Craig on the DL Twitter feed and Ben on the renewal cancellation line – you should be running this company. Without them my star ratings would be 1 across the board.

    Bye bye Direct Line.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Motor
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  11. Vahraz Nikzad

    Direct Line are cheaters. Be careful not to get into their trap like me:
    I have had content insurance with them starting July 2012, at the same time I applied for my mortgage, and other insurances. They deliberately renewed my insurance – not 1 year after then – but 7 month after on February 2013; and continued renewal on 1 year basis afterwards. I didn’t know the reason for that until now (July 2016) that I asked to cancel the insurance (I never made any claims), and they told me since the last renewal was made less than 6 month ago (February 2016), they were going to charge me about £40 penalty. Apparently, they have deliberately shifted the renewal somehow to be able to charge me when they would expect me to have a thinking about renewal / better deals. I have been working with lots of insurances and have never had such experience with any of them.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Home Content
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  12. Aimee Cuthbert

    Shocking customer service. Unable to answer any questions of why my insurance was cancelled. Failed to tell me my insurance was cancelled, so was unknowingly, illegally driving my car. Also overcharged me before cancelling the insurance policy and still fighting for a refund. Would 100% not recommend this company.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Car Insurance
    1 person found this review helpful.
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  13. Irena Pritchard

    My car failed its MOT, not worth fixing, gone to scrap yard. Direct Line charged me £47.50 for “cancelling the insurance”. Been insured with them for 15 years.
    Home insurance renewal came up. Price gone up 20%, despite 10+ years of no claims. While on hols our chimney developed a major leak, despite being repointed last year. Just enquired with Direct Line if we were covered and the following night, 8pm, we were called to say our premium has gone up by £100, even before the claim/no claim has been decided/approved. This company needs to sort lots of issues out. Been insured with them for 25 years, but good bye and good bye. No business behaving this way will survive for long. Just a disgrace.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Home and Motor
    1 person found this review helpful.
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    Value for moneyCustomer serviceClarity of policy rulesClaims handlingSpeed of claims resolutionNot RatedInsurance Company Ranking
  14. Tim Darch

    Exceptional Bad Customer Service BEFORE even taking insurance

    I obtained a quote on-line for my car, I went to accept it today and to pay only to be told that there was a problem and I had to phone in.

    Phoned in the ‘advisor’ who insisted that I HAD to do a new quote (and no doubt get he’ll get the commission), but I was not going to play that game. Asked to speak to a supervisor, but he hung up on me.

    He had also removed my quote from their system, but he forgot I have it as an email, so raised it with their on-line customer services.

    Four hours later still not sorted so will not be using them, but have raised a complaint which no doubt they will ignore. Best part of it was they cant even dial a landline number, they insist that I must use a mobile!

    Sorry but from what was one an excellent company, they have turned in to an absolute farce, and as far as I am concerned one that I can never recommend to others in future

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Motor
    2 people found this review helpful.
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    Value for moneyNot RatedCustomer serviceClarity of policy rulesNot RatedClaims handlingNot RatedSpeed of claims resolutionNot RatedInsurance Company Ranking
  15. Hannah

    Dear viewers,

    Recently Direct Line Insurance Family and Legal Protection was helping us negotiate a final settlement via mediation with another party. At the outset Direct Line Insurance via their own commissioned Solicitor (later it transpired solicitor was part of the Direct Line Insurance Group albeit a pretence of being ‘independent’ -DLG Legal Services) clearly advised all parties that Direct Line Insurance was not going to reclaim any of their costs incurred. The Direct Line Insurance instructed solicitor and barrister collectively midway advised that Direct Line Insurance was going to reclaim 12.5% of our settlement – both acted very shifty and to us it became clear they potentially had a vested interest as soon as the settlement figure was becoming generous. On the day Direct Line Insurance (via telephone and later via e-mails) confirmed that they would not be reclaiming ‘disbursements’ from our settlement and were not enclosed in schedule of losses served on all parties before mediation. However, Direct Line Insurance/DLG Legal Services went back on this and took monies from our settlement without our consent on pay day. Direct Line Insurance has upheld our complaint but refused to give us our money and arrogantly told us to pursue the matter with the Financial Ombudsmen which we are. We are also taking legal action against Direct Line Insurance for making our young family suffer – luckily we recorded the entire mediation on a device (learnt to record everything after a series of similar encounters with liars) and are exposing these insurance crooks to TV and other forms of media.

    Since we have spoken to many of friends of ours who are familiar about our circumstances and how we have been taken advantage of. Five families that we know have cancelled their insurance with Direct Line Insurance as a direct result of hearing of how we were treated.

    Do not use this rogue and ruthless company. They are sharks as is their legal department.

    Direct Line Insurance – you will be on BBC’s Watchdog’s wall of shame.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Home buildings and contents insurance
  16. Dinesh

    Yesterday, I purchased my car insurance from Directline,online, received no confirmation email or telephone call of money taken, policy number let alone any documents, I rang and got connected after 64 minutes and was told they do not email any documents and my documents will be posted to receive by seven days, I need to policy document to collect my newly parched car and without insurance car dealer would not release the car or obtain road tax. You can only contact them by phone which they do not pick and takes ages to answer that is if you are lucky. NEVER AGAIN is so careless in even providing receipt of payment

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Motor
    1 person found this review helpful.
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    Value for moneyCustomer serviceClarity of policy rulesNot RatedClaims handlingNot RatedSpeed of claims resolutionNot RatedInsurance Company Ranking
  17. Sharon Wallace

    Just initiated a claim with Direct Line for accidental damage to my laptop.. i was asked how many claims i have made over my lifetime??? how many in last 4 months and how many in 12 mths.. the last 2 i understand but in a lifetime???

    I was then informed that i had to pay £100 excess when it was handed to their claims handlers.. before i would even be assessed i need to pay the excess?? why.. why don’t they assess 1st and then decide on course of action whether repair or replace .. i’m not at all happy with this and its simply a case of that’s it accept it… even the excess is large.. i will be cancelling my policy and moving elsewhere.. I will buy my own laptop…

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Home
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  18. janine kettlewell

    I was recently involved in a car accident which was the third party’s fault. My car was took to a garage somewhere in Barnsley which is approx 30 miles away they said it needed £3,500 worth of repairs which they were prepared to do. The repair took 9 days so Direct line sent me a cheque for £40 because it was over a week, when I received my car back the repair was shoddy and looked like a rushed job to me and they hadn’t repaired quite a lot so I contacted direct line and was greeted by a man on the phone who made me feel like I was ripping direct line off because he said they weren’t aware of all the damage, all I can say is that their assessor must need specs as my car was in such a state that the other car that hit me was written off! So my car went back to Barnsley on the Monday with the garage saying by the end of the week it would be back, not so, we are now into the 2nd week and still no sign so I rang direct line to ask where it was and when it would be back they didn’t have a clue so they left a message with the garage in Barnsley to get back to me which they haven’t yet. I asked direct line if I would be receiving another £40 for the delay with the repair, not a chance they say. So beware direct line promise things but it seems to me they take your car to a cheap rubbish garage and pocket their saving then throw £40 at you to keep you happy. I bet they’re saving more than £40!

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Car
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    Value for moneyCustomer serviceNot RatedClarity of policy rulesClaims handlingNot RatedSpeed of claims resolutionNot RatedInsurance Company Ranking
  19. Pete

    I’ve been insured with direct line from when I passed my test, which is many years now. I had accumulated 9 years no claims, however be aware that direct line only recognise 5 years. Recently I was involved in a minor accident which on the face of it was my fault (fair enough). All I’ll say is it’s smiles and courtesy when your paying their ever increasing premiums however this quickly changes if you want something back for the years of paying money to them. They give you a dedicated person to call which is a shambles, you can never get through to anybody and if the vehicle isn’t worth much they’ll write it off after you wait for a week or so. Mine still drives fine but there is bodywork damage. Also the engineer I spoke to wanted 10% scrap value of the car + my excess of £400. It’s all a con and riddled with corruption. These insurance companies are in the same league as the criminals who stole the pensions of the now elderly who have to work in their retirement. They should be shamed but the whole system is full of greedy, fat bloated “legal criminals” running this country, happy to exist in happiness off the misery of others.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): car
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  20. Sandra Leverett

    I have received excellent customer service from Direct Line. We are in the process of moving house and have had a period of time when we needed both houses insured. They arranged it very easily with a minimal amount of fuss and at a very reasonable rate. They even extended the period of cover for both for an extra 30 days at no extra charge. They have made insurance cover easy at a time of great stress for us.
    Regarding their car insurance I am also very impressed. We had a friend looking after our house and pets while we were away for a weekend. With one simple call they put her on our car policy for £3.18!

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Home/Car
    1 person found this review helpful.
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    Value for moneyCustomer serviceClarity of policy rulesNot RatedClaims handlingNot RatedSpeed of claims resolutionNot RatedInsurance Company Ranking
  21. Liz

    I have just had a renewal letter from Direct Line stating that my home insurance is £600 a year. Luckily I checked it and felt that I was being ripped off! They say in the letter that there is no need to contact them as they will automatically renew it. I tried ringing them to discuss why the policy was so expensive as we have been with them for 7 years and never had a claim.unfortunately it is almost impossible to get through to customer service. My husband filled in their house insurance on line and was quoted £230 with all the extras we needed. I cannot understand why they penalise loyal customers and offer deals to new customers. I eventually got through to customer service after a 20 minute wait on the phone. I have cancelled the policy and would advise anyone looking for insurance to go to Compare the Market. We have been given a cheaper quote a saving of £38 a month for exactly the same cover. DONOT Use DIRECT LINE for your insurance.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Home
    3 people found this review helpful.
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    Value for moneyCustomer serviceNot RatedClarity of policy rulesClaims handlingNot RatedSpeed of claims resolutionNot RatedInsurance Company Ranking
  22. Jxx

    Dreadful company. Have been with this company for 3 or 4 years. We have never made a claim before. Trying to make a small claim on accidental damage on mobile phone. When we phoned up we were dealt with by very curt call centre person and upshot is we’ll have to wait ages for them to deal with the claim then ages till they decide whether we ‘qualify’ – then it’s not for an equivalent phone anyway – so much for new for old. Would definitely NOT recommend this company.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Home
    3 people found this review helpful.
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  23. surjit kaur

    I would not recomend Direct Line Ins car or Home . Firstly when I had a non- fault accident. I suffered trauma to my neck. And just wanted to get home. They did not drive me home or to a safe place as it was getting dark. The recover driver just took my car. if it weren’t for the police who attended I would have been stranded.
    With regards to the Home Ins. When I called them with my concern about major cracks in garden patio. instead of sending somebody round. They informed me I would have to get a builder to have a look at it and to send them a report. plus when you call them and have gone through wrong dept the staff dont seem to know where you to transfer you too.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Car/Home
    2 people found this review helpful.
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    Value for moneyNot RatedCustomer serviceClarity of policy rulesNot RatedClaims handlingNot RatedSpeed of claims resolutionNot RatedInsurance Company Ranking
  24. Brian Roocroft

    My advice to anyone considering or renewing their home insurance with Direct Line is don’t! I had a new bathroom fitted last year and unbeknown to me the bath was not fitted correctly resulting in water seeping behind and under the bath. Only noticed this recently due to wet coming through onto the plaster in the bedroom next door. The company who fitted the bathroom has unfortunately ceased to trade. I contacted Direct Line, my insurer but they will not cover anything for bad workmanship, which covers anything in my opinion. May I add that I have never made a claim in 40 years. Also looking at my policy, this year they had inserted an excess of £350 for water damage which was not in the previous year policy. As stated above, my advice is to find a better insurer

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Home
    1 person found this review helpful.
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  25. Dawn Connor

    I recently had damage to my car after a storm (debris was on the road). I have never claimed on any insurance policy before and was pleasantly surprised at how quick and simple the whole process was with Direct Line. I would certainly recommend them to anyone considering them for car insurance. My repairs took longer than planned due to parts not being available, and, true to their word, they paid me £70 for the wait. I would give them 5 stars for customer service and for how they handled my claim – quickly and efficiently. I am glad I chose them to insure my car.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Car
    1 person found this review helpful.
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  26. Jennifer frayling

    I would just like to say that my experience with direct line pet insurance was brilliant. I had to make an unfortunate claim for treatment to my dog (who in the end, unfortunately died). Direct Line payed out promptly and offered a councillor for my loss (should I require one). They also reimbursed me some payments that I had payed when I forgot to cancel direct debit in my grief. Thank you Direct Line for making the situation a little less stressful.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): pet
    2 people found this review helpful.
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  27. freefall man

    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 separately list anything thats worth under £4000 each…..!!im told if i can carry it,its insured!….after being told EVERYTHING i wanted to hear ,the agent ends the sales pitch with some meaningless words about personnel effects or possessions being covered but a value limit was on those items,thinking like any sane thinking human being i duly think nothing of it as all i have without question made sure are covered EARLY ON IN PHONE CALL..in the event anything happens to my stuff while at home or away i pay my premium and the jobs done….perfect!!

    Next the unthinkable happens,i drive 130 miles away from home,park up,go into a hotel,return to my vehicle to find all my clothes and some belongings strewn across a lawn and through a hedge..

    the police are called…….the claim begins!!

    So after reporting the claim pretty much the first thing im advised is about a measily limit on any claim from an unattended motor vehicle!!horrified i explain this cant be right as when i took out the policy i made sure the agent was well informed about my goods,their values,and what i needed from my cover,

    The complaint begins with customer care and service

    Ok this is where im cutting it short,but in essence,the sales and service “customer relations” uphold my complaint..its officially agreed my policy is miss sold over the phone,the call is transcripted and indeed everything i say is true,of the miss sale and the miss representation of the cover again is not in question,this is all recorded on direct lines own systems

    now over the course of weeks and weeks of hassle and severe personal anguish im contacted by just about every member of customer relations and their managers,over managers,senior managers ,the list goes on and on and on,every one of these people are telling me the call is clear,the miss sale even clearer,the “we are so so sorrys” keep coming,but all recorded calls keep telling me “this claim must be paid in full!!”

    Like everyone else ive spent the hours and hours and hours stuck on the phone listening to that stupid music,somtimes to be cut off halfway through,somtimes to speak to someone who will call back,”of course you wait in all day and they dont call”,i spend most of the time just getting more and more angry and feeling stupid….stupid for listening to them,stupid for being made a fool of..

    Ok now a complaint is issued against claims,this brings a slightly better feeling of someones listening as i do get some calls from claims,claims themselves are on record telling me personally “we have no problem with this claim,i have since found out claims contacted my previous insurers to confirm i had all the goods i said i had insured with them,also they are left in no doubt everything ive said to this point is absolutely true!..”i guess it shows the lengths these people go to to try to get out of paying”!!a lady in claims tells me i have no problem with this claim i am reporting it should be paid in full as a cash settlement!I ask”so you are paying the claim in full?”yes it will be settled in full,i will be getting one of my colleuges to call you soon!!!”of course im let down by them a few times,hanging around all day waiting for calls that dont come!
    now without going into specifics as im told by customer relations “We have never had a case like this!!”i will summarise

    Customer service tell me claim after emails from cliams they confirm AFTER will be settled in full,there’s no way out of this, customer relations own personnel guy says “They may try and find a way”. Alarm bells range wehn customer relations ahd ebeen asked by claims “Has anyone told this guy we will pay out in full on this claim? Claims are told by customer service, of course we have inforemed it is being settled in full… after all that is wahy you at claims have told us!!. I’m telling you direct line claims are [comment removed] trying to cover their own tracks! “he has been told on many many occasions”claims tell me claim will be settled in full after customer service add an endorsement to policy,customer relations are told by underwriters” we dont need to add anything “pay the claim”,claims say many many times they are paying it and continually change their minds ..claims are told by their own company..this policy was miss sold “we are in trouble here” pay the claim!!,claims continue to mess me around,resulting in me loosing a holiday,being sent to doctors and prescribed sleeping pills and anti depressants “first and only time in my life!!”

    Claims call me and now tell me they are paying an interim payment. I’m told by lady at claiums “This is an interim payment… we are not sure how or who will be paying the difference!!!”

    Ok the interim payment arrives,the claims people now advise “this is all we will pay!”,i say hold on ive been told by EVERYONE at EVERY level this claim will and MUST be paid in full…..i am told it is up to customer service to sort out,it may have to go to fos service!!

    Customer service staff are absolutely shocked to hear this,i am told by a customer service representative “every member of our team who has listened and read the sales transcripts agrees you were miss sold,and the policy was mis represented,the sales staff deviated from the strict sales script that all sales staff MUST use..then theres the recorded fact i was told anything that was worth less than £4000 didnt have to be listed separately as was the case with my old insurance company,so some of my stuff claims say isnt covered is as a direct result of them telling me on recorded call “i didnt have too!!!??also im simply advised,”if you can carry it,and its worth less than £4000 pounds per item,your covered!!again im told,there is no question direct line are at fault,there is no question we are in the wrong..this claim must be paid!!

    I am then advised by customer services that their management ,senior management,have all agreed the same,all admit i have been told this many many times and apologize in the strongest terms,again im told it has already been looked at by their own inhouse fos stage two team who again say..we have to pay this claim in full,direct line are wrong here.no question about it!
    customer service and direct line sale now tell me they are automatically issuing me with a compensation “the max they can give in that department” as gesture of goodwill and to try and make amends for my treatment

    So here i am today,sunday 6th april 2014,the whole mess has gone on for months and months and months,ive been miss led,some may say lied to,ive been promised so much and yet got nothing but treated with contempt by direct line homes claims team
    The thieves stole my stuff,direct line claims seen to want to take my soul!!
    Shame on you direct line claims…shame on you!!,after reading all these cases online today i felt i just had to write and advise everyone dont believe a word they say, of all the thieves ive had the misfortune of meeting lately they are by far the most despicable

    Avoid them like the plague!!

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): home insurance plus policy
    3 people found this review helpful.
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  28. Jane Tuck

    I have completely lost faith in direct line insurance. Last month I needed to make a claim for storm damage and water ingress and so far, I have not received a call or spoken to anyone that can help me progress my claim. I have requested several call returns, promised a managers call back which did not happen. Yesterday, I emailed my complaint to them, no contact whatsoever, this has left me with unrepaired storm damage roof and water ingress. I live in a semi and my neighbour made a similar claim with another insurer and this has been accepted ! This is totally embarrassing for me and not to mention stressful. Not that it makes any difference to direct line, but I have been a loyal customer for many years – disgraceful and shameful customer services. I will not let this go.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Home
  29. will mcdonald

    Direct Line’s customer service has now hit rock bottom. When it was owned by RBS, it was one of the best and most professional insurers in Britain. Now under new ownership is has become worse than third rate.
    For example, when you call Direct Line, the typical wait now is 20 minutes before your call is answered. In most instances, the person you’re speaking to does not have the answer and refers you to another department where you start from scratch – another 20 minutes wait, another set of security questions.
    We had a no fault claim due to another car crashing into ours. Direct Line had our car for two months before dealing with it, and this inspite of us chasing them up every other day. What a shame for a company that was once so good, and is now simply dreadful. Just about the worst customer experience you can imagine.

    3 people found this review helpful.
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  30. pia streiff

    Terrible – do not ever consider insuring with them! Quick to take your money, but no help or service when needed.
    Storm of 23rd December brought down our boundary wall and destroyed garden furniture – logged a claim, and have not heard from them since! Loss adjuster came to sort out wall claim – said it will not pay despite it being storm damage due to a fallen tree. Re destroyed garden furniture which they said they would cover, photos sent in as requested, yet no further answer since 23rd December!!!! I have had no acknowledgement of letters sent, no written report from loss adjuster, cannot ring them as the premium phone number leaves you on the loop for an hour before saying “there has been a fault” and cutting you off….3months later and not a word…..

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): home and buildings
    3 people found this review helpful.
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  31. Chris gilbertson

    Short version: Do not get home insurance with Direct Line!

    Why?

    Dec 24th roof damaged in first of many storms to hit the UK and claim made.

    67 days later have just had a phone call from their loss adjuster (Cunningham and Lyndsey?) stating that it appears the roof repair quote is for maintenance so they cannot process the claim.

    I haven’t the energy to list out what has occurred with this extraordinary insurance company between the claim being made and now. Like other reviewers it involved literally hours and hours of being on hold and continually changing information being given.

    Shameful and frankly unbelievable how a company like this can exist in broad daylight in the modern western world.

    I can’t recommend an alternative insurer but please save yourself the blood boiling frustration my wife and I have been through these last few months.

    And our roof is still letting water through every time it rains.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Home
    3 people found this review helpful.
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  32. Chris Candler

    Home insurance went up despite 9years No Claims Discount. When asked why no explanation was told ‘we dont have to explain….’. This does not seem unusual as previous companies quietly put up the price yearly. I changed to Direct Line for this and now they do the same. Enquiries and answers are computer driven. Customer respect is hard work. Common sense is not on the computer. All on 0845 numbers. They dont seem to treat us as a paying customer.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Home
    1 person found this review helpful.
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    Value for moneyCustomer serviceClarity of policy rulesClaims handlingNot RatedSpeed of claims resolutionNot RatedInsurance Company Ranking
  33. jocelyn hooton

    Quick enough to sell you a policy, but dreadful when it comes to a claim. Flooded since Jan 3 – managed afer 3 days to get a reply and since then nothing. The lines constantly busy and on 0845 numbers which you pay for. So far about 3/4hrs worth of calls from 8am to 8pm. Will be posting them a large bill when we dry out. Also no response to letters we have sent to claims office. All in all a bad running of a company which certainly do not put their customers at the top of the list. In this day and age of technology they should have email which helps the client get through quickly.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Home
    3 people found this review helpful.
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    Value for moneyNot RatedCustomer serviceClarity of policy rulesNot RatedClaims handlingNot RatedSpeed of claims resolutionNot RatedInsurance Company Ranking
  34. William Salt

    Generally ok in terms of customer service or having to make a claim, but if you expect any customer loyalty think again. They offer good deals online for new customers, but when the renewal comes in the premium is hiked up with no justification. Mine was increased by around £250 with no changes to policy made, no claims and 9+ years no claims bonus. When I tried to switch to a new car in a lower insurance group they wanted to put my premium up again by another £50. The online quote from Direct Line’s own website was £275 cheaper as was half a dozen quotes from other known companies. When I questioned this I was advised to cancel my existing policy and then re-apply on the website. The Direct Line loyalty advisor could not give an answer as to why they hiked up the prices or why a customer should stay loyal to Direct Line when they hike up prices.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Car
    2 people found this review helpful.
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  35. keith lawes

    Have been trying for 3 hours to contact them. Just held in queues for 20 min then cut off – only want to upgrade my insurance policy. Got fed up so did an on-line search and now I’ve cancelled all because they can’t answer a phone. I have saved £80.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): car
    6 people found this review helpful.
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    Value for moneyCustomer serviceClarity of policy rulesNot RatedClaims handlingNot RatedSpeed of claims resolutionNot RatedInsurance Company Ranking
  36. Laura Tuffin

    I was with Direct Line for about 3 years and they were always efficient and delivered but after taking advice from my family I realised I was paying much more than them for basic home insurance.

    Direct Line could not price match other price deals, the difference was almost £30 per month. I am now with M&S.

    Direct Line were very cooperative when it came to transferring and again efficient, just a shame that they were too expensive and out of budget.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Home
    4 people found this review helpful.
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    Value for moneyCustomer serviceClarity of policy rulesClaims handlingNot RatedSpeed of claims resolutionNot RatedInsurance Company Ranking
  37. Tara

    I have been with Direct Line for many years and not much to say apart that they always find it hard to make the payments. This year renewal came very high, nearly doubled. I checked online and get half the price quote. So changed the insurance on my own name with the new quote. I was slow to send them the requested transfer of NCD and while away, instead of raising the insurance, they cancelled it !!! on the phone, they could only renew with hundred pounds extra. I find this very disloyal to a long time client.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): car
    5 people found this review helpful.
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  38. Miss Arnold

    We were burgled in London. Luckily they only got into one room but still took tv, DVD, PS3, DVD collection, handbag etc got stolen. direct line were actually really helpful and supportive. They replaced new for old – they just asked for a list of DVD’s and games that went missing and sourced everything they could – more obscure ones they gave us a cash settlement. All our electricals they sent new replacements. I’ve been burgled before and that insurance company (nationwide) were awful – queried everything and made it worse than the robbery.

    Anyway we were very grateful that it made a terrible experience less bad and I have been with them ever since.

    13 people found this review helpful.
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