DirectLine Insurance Avis 

Have gone online looking to re new my car insurance. A quote from DirectLine was over 100% more expensive compared to the cheapest 20 quotes on a comparison site with exactly the same amount of cover. 60 year old male, no cautions, accidents or points in 20 odd years. Citroen DS3 1.6 engine. Really quite suprised to be honest. Check out their ratings on this site....18% 5 star reviews....70% 1 star reviews.....says it all. And please don't reply with your usual pathetic response about market forces and you'd welcome me as a customer next year...just sort out your pricing

They say they are not on comparisons sites and offer the best deals. Total rubbish. 3 Times more expoensive than my current insurances companies price. Do not waste your time with Direct line.

I have used Direct Line home insurance for several years but have given up trying to call them to renew my policy as have waited more than 20 mins and still not got through on 2 occasions. I tried to pay online but this didn't work and have found a cheaper policy with LV so have gone with them instead.

Awful company, they laugh as they refuse to pay your claim even though they have not sent an assessor to see it. They say I wasn't insured for accident, so why was I insured? They took my money and gave me no cover what so ever. Never again will I pay this company.

Allowed my car insurance policy to renew automatically. Directline took money from my account on the due day but, 2 weeks later, I have not received any documents either by post or online. Twice I have requested documents by chatline and phone. Today they have promised that my documents will be posted to arrive within 7 days and will be available online within 2 hours. I wait with bated breath, it is quite a serious offence to be unable to provide proof of car insurance. This is a nightmare company to try and deal with. The telephone line is always busy and wait times are enormous. The chat line is also busy and you have to go through a stupid virtual assistant before you can get through to a person.
I wanted trouble free car insurance renewal, I got unwanted problems and time wasting instead!!!

Simply tried to renew my home insurance. For 3 days “all our agents are busy”. Both chat online and on the phone. Phoned 4 times at various times and gave up after about 20 mins waiting each time. Tried 7 times to chat online. Everybody busy. Clearly they had sacked their stall during lockdown and can’t recruit. Forced to spend my money elsewhere.
Utterly useless company.

DIRECT LINE CAR INSURANCE

Before I start my complaint I have to say when I did get though on the phone the agents were very friendly and helpful
However
Been with you since 2018 and my renewal is up now
I Called up(45mins before a pick up)
You could reduce your quote great news
However you wanted me to pay all up front why because the computer says I have a issue with my credit score ?
You told me to call the Experian this is who you use
I called them and they say there’s no issue with my score but they have had a number of your customers call them
I call you back (30mins) explain what Experian said and the agent said yes there’s been a glitch and she might be able to sort it as she had done a few before
She tried but was unsuccessful so she would put me through to accounts (35mins) another helpful bloke however after 25 mins he could see the issue
I could also see the issue but the computer said no
so you loose a sale for this year and forever more how sad it is when the humans can see the issue but can do nothing about it
#DirectLine

Got an email for a car insurance quote, it was twice as much as my AA one so didn't follow up, and sent the 'unsubscribe' option NUMERPOUS times, then I get another 'reminder'. I don't need reminding. When I called them, they laughed at me!

Painful listening to holding music for so long reslly needs to be sorted as they is no option but to hold as you need situation sorted.Poor but not suprised.

I made a claim in the beginning of November 2021, the claim was through Direct line's legal expenses
First they put me through DLG legal section, who never contacted me, after three months Direct line agreed DLG were not doing their job, so put my claim with a firm of solicitors, today 7th February 2022, I received a letter from Direct line telling me they had sent me details to their panel firm to asses my claim, some three months after I had first made the claim, what a joke and disgrace

Dear.........

Unfortunately, your assessment has completely misunderstood what my complaint was about.

Regardless of the fact that the engineer created the situation which made my policy avoid and then refused to repair the fault.

If I could suggest you listen to the recordings which might enlighten you that I was told four times the engineer will come out for the repair and then didn’t follow through.

That has nothing to do with my policy or Das Law, but more in line with common decency.

There is NO excuse for this treatment.

As previously requested I want a refund for my emergency cover and of course will not be renewing my “emergency” insurance policy.

For the second time in my many years with Direct Line I received an email stating " you can now renew your car insurance on-line". So I clicked the link, it seemed pretty easy then wham, "you can't renew your policy online please call blah blah blah". Called them and was put on hold to hear "it's easier to renew online" (it isn't). waited on-hold for 15 minutes constantly hearing how easy it was to renew on-line. Hung up and went on Compare the Market and had a new policy within 5 minutes with the AA. Just got another email from Direct line saying. "you can still renew your policy on line, its' easy" Oh the irony!!

Directline Landlords insurance
After over 15 years of being a customer and having never made a claim through them, they have now risen my excess payment for flooding (by river, flashflood and blocked street drains) to £10,000! Effectively leaving me uninsured for flooding. I've had builders in, and as my house has 3ft thick walls and concrete floors (being 300 yrs old) I was quoted £6-8000 at worst to make full repairs in a flood.
Never in the history of my area has there ever been a flood, but their computer algorithms say I'm in a danger area. They won't take into account the fact the local council have just spent multiple millions putting in flood defenses etc., or the fact the east side of the river has never burst its banks, due to it being higher than the west side.
It would appear Directline, while enjoying taking money off people for insurance, don't like to take a gamble. A bit of advice for Directline, 'One cap does not fit all',
Got an insurance broker and found full LLs insurance for £60 extra for the year with full flood insurance.
Bye bye Directline

Always had a great experience with them, have been with them over 5 years now. They do raise my premiums every year but each time I have had a claim its been handled really well

My insurance company esure contacted them regarding claim and did this via a portal , direct line have refuted this and sent me an email saying nobody has contacted via portal or telephone
On hold for another hour to direct line who to advised my insurance company had contacted them
3 months on from claim and between esure and direct line they can’t process a claim
Each company writing email and then saying different absolutely shocking behaviour

Terrible company. I had a pet insurance policy fraudulently opened in my name and address (I don't even have a pet). When I reported the fraud three weeks before the first direct debit was due, the agent assured me the policy was cancelled and no money would be debited. Then the money was debited and the policy was never closed. They then left me on hold for 35 minutes before I gave up.

After being with Direct line for 13 years, a loyal customer. With many policies I cannot recommend Direct Line Insurance anymore after being with them for 13 years with 3 car policies and a home buildings and content Insurance . the reasons I will now state. This year we renewed the House insurance, renewal quote came in, rang up, got a discount through negotiation. Same with the Motorhome policy, same with my car. My son rang up he also got a discount on his renewal also through negotiation. BUT today my wifes car renewal came in NO DISCOUNT, not even 1p nothing, the rep said he could do nothing. Makes me question with the new legislation in are the Insurance companies banding together to keep premiums high now since regulations re new customers pricing and existing customers pricing have to be the same. As we all know now Loyalty with insurance companies did never pay, and loyal customers overpaid for decades. Now they have to give loyal customers the same deal, the question what is that deal. WHY as I have stated above discounts given to keep myself my and my son. ????? having got the other policies renewed through a discount. The last one to be renewed no discount. Direct line I have ticked let Direct Line know about this review. If you want to keep me for another 13 years you can contact me re my wifes renewal to discuss a discount. If not do not ring me. Next year we will all be gone from Direct line to another company who will under legislation will treat us better. I await your call, but I am sure my Mobile will be silent

This company is big joke and seems a scam. I just purchase a home insurance and I can't see my document. I didn't get any email. Contacted web chat team to find out what has happened. Got policy number from them add try to add it on my account online, it said error. When asked support they replied their system is broken. So I asked to them to email me policy document, they said to request it online. When requested online it says I'll get in 24 hours. In which universe it takes 24 hours to get a document by email?

Finally I had to cancel the policy and still didn't get any email. So from taking policy to cancellation they didn't send any email despite doing everything online. What does that proof? It proves that this company is big scam. Stay away!

Just wasted my hours of time with these thugs!

My wife and I have been with Direct Line insurance on multiple vehicle policies for many years. I have no idea why, laziness I suppose. We let the policies automatically renew every year, the price just kept increasing year on year. I was able to half the premiums when I finally used a comparison website. So what they are doing is screwing their long standing customers who think they are being rewarded for loyalty.
Worse than that, they allowed some unknown person to make a claim on my insurance. I had no knowledge of the event, there was no proof and no damage to my vehicle. This stranger got someone (a friend, a relative?) to corroborate their story and Directline approved a claim, I lost my no-claims bonus and they would NOT share any of the details of the claim or give me engineers reports or allow me to contest it.
Since leaving them, they still do not respond to my requests for details of the claim so that I can give that information to my new insurance companies. Because I could not give that information, another insurance company just cancelled my policy.
Safe to say I would NEVER use or recommend Direct Line insurance for ANYTHING. They are worse than useless.
Caveat Emptor.

Interesting to read negative reviews here, but certainly not my experience.
Just changed my car.. private number plate off..no charge, new car on...no charge, change numberplate on new car .. no charge, and all done with ease and helpful call centre.
No, they are not the cheapest, but in my past and present experience the most professional, easy to deal with car insurance company I've dealt with.
My wife was charged £65 by Saga to put our visiting daughter on her insurance for 2 days whereas Direct line charged me nothing to put my son on mine for a week!
Call centres ultra efficient and friendly (all be it after a wait!) and everything worked like clockwork.
No... I don't work for them!!