Direct Line Insurance Group Plc Avis 

I took out a motor insurance policy and after 48 minutes of trying and totally failing to get a straight answer to a simple question, I cancelled the policy. These people are ignorant, arrogant and completely unhelpful, the chat line is a machine, it has to be no human could be that stupid and the phone lines are manned by staff who cannot speak English, (they are South African). The insurance market is massive so save yourself time money and patience and shop elsewhere and a word of warning Aviva have just bought Direct Line so I would give them a wide birth as well.

Have cancelled my public liability insurance and am still having to pay a cancellation fee. Haven't claimed in the over 2 years and still they want an admin fee for cancellation. Surely they only have to look at my details and press a button.

I called direct line today after reporting an accident I had.
Spoke to a lady called Helen (Wow) She immediately put me at ease was so professional Polite and informative.
All though it was my fault she assured me every thing with the information I provided would be taken care of.
THANKYOU

I made a payment to Directline and asked for a receipt which the lady said she would email to me. Nothing arrived so I called again and this time I was told if I went to my online account I could print the receipt myself. I went too my online account but could find nothing.
I was then directed to the chat line which I did three times and each time the person I was chatting to just disappeared. I called again and the lady said she would email the receipt to me but it would take up to 24 hours.

My Privilege policy was underwritten by U K Insurance Limited. I declared everything honestly, but after more than six months they cancelled my policy from inception to avoid liability. When my car became undriveable, they refused to assist or pay out, leaving me with a written‑off vehicle and no compensation. I followed their full complaints process, but nothing was resolved, so I had to escalate the case to the Ombudsman.

Do not use this company to fight your claim you WILL LOOSE any work to do they don’t want to do it
Absolutely awful company exactly why they make sure u can’t leave a google review

I have been insured with Direct Line for over 20 years. Having had no claims at all for most of this time , I have had the bad luck to have 3 insurance claims in the last few years, all storm damage related and one of these only being for £135. With no prior warning they have declined to reinsure me. This is appalling customer service especially at short notice with a renewal looming.

Horrific service, and what can only be described as evasive and coercive practise when sublitting a claim. I origianly agreed over the phone for a photographic policy covering my camera gear. I was specific in my desire to have £10k outside coverage when on a shoot. I had a camera/lens stolen and I placed a claim. DI tried to pass me of with just £3K coverage on equipment worth £5K. They stated that i had only £3K coverage despite my policy clearly showing the £10k. Having started a complaint with customere services, I am now going around in circles. Indeed, the complaints team are suggesting a new complaint is made as my current complaint has become too involved and messy! They did offer £50 as a sorry! vMy advice---avoid DI

I am not at all satisfied with this insurance. Especially Euan. His customer service is not good at all. I made a claim as I had been pick pocketted in central london. I also sent a police report and still this Euan doesnt believe me. Never recommend this insurance to anyone. He put a fraud marker which is really annoying.

Don’t waste your time continued;
This review is a follow up from my previous review a week ago on the same subject and will no doubt have a continuation of, still unresolved, next week. The lesson to be learned is, read the reviews BEFORE you spend your money! Would you go into a shop, spend £100 , if you knew that 85% of what you purchased would be useless? This excuse for a company is offering 85% negative feedback.
Following a reply from Direct Line and a “person” called Kirsty I was invited to contact them “via the link below”, sadly it didnt work, I then was told it was possibly a link to Facebook, the scourge of modern day life, I do not subscribe to Facebook. Can somebody please tell me why they cannot just pick up probably the most used item on the planet, a telephone, and call me to resolve the mystery of the missing insurance quotes manager who just maybe able to resolve this perfectly example of incompetence. The procedure should go something like, you send me a contact that does not require another long period of hanging on the phone, I then contact that number, a person with professional abilities discusses the situation and resolves the issues and hopefully everyone will be happy. In my mind a simple case of good customer service, let’s see!!
Well it’s now the 14th April and still no response from Direct Line, the very word “Direct Line”is I believe a trading standards issue, there is no direct line, Insurance Company is also a dishonest claim, how can it claim to be an insurance company when it does not call me back on several occasions to sort my insurance? They do not even accept that not everybody wants Facebook, me especially. They do in conclusion give proof to the fact that the generations that gave them their very existence do not matter, if you wasn’t born in this century you don’t exist and your opinions are not relevant. I hope they remember that when they are looking for jobs in the future and all the old farts are insured with a company that cares.

I have been insured for home insurance with Directline for many years without claim. This year's renewal has been offered for over ,£464 from £344 last year. I rang up to complain but was only offered £30 discount. Absolutely disgusted and disappointed by service. Will look elsewhere. We are not valued.

Received renewal for house insurance Directline wanted £527 for a 3 bed houce in low risk area. Told them to stick their insurance where the sun doesnt shine. Did a search and taken out insurance elsewhere for £169 with same cover

They scammers. Was traffic accident I ts wasn`t my fault but they charge from me £100. Absolutely criminal and was very rude from phone

Car insurance - unsettled claim

12th July 2024 pulling into a parking slot at a Tesco store car adjacent to me opened his car door onto me as a pulled up - less 0.5 m to stop
No damage my car - slight damage to other party
To this date 20th Oct 2025 no settlement to the claim. I am not claiming anything. Other party car has been repaired as passed MOT

Direct Line - did not contact other party in over 1 year.
Direct Line - Did not contact only witness for a statement.
Direct line has not contacted me

Direct Line : Have kept my car insurance premium high and above the correct level as the case is considered 'left open' - and while open they charge high premium. The case is left open since Direct Line wont deal with it.

I Cannot change the insurance
I have a protected no claims cover - what a laugh - it means absolutely nothing.
When you ask to clarify what is meant by "Protected No claims" it is made clear they are recording the conversation.

In 18 months they have done nothing
Do not go with Direct Line insurance
If you ever have problem they you are on your own
Support - Useless

Do not expect anything with protected No claims - Direct Line

What a shower!! Tried to cancel a house insurance having moved house. Got nowhere on chat so decided to ring number given on their site. Got the message “ you have dialled incorrect number”
01132925555 not obtainable FFS.

Not to add to your misery but I’ve had home insurance for the last 30 years without ever making a claim. We had a water leak and I contacted direct line who were absolutely useless. And apart from Making me feel like I somehow in the wrong for calling them. It was an enquiry. The lady started telling me I had not ticked the correct boxes that asked if I’d made a claim in the last 5 which I hadn’t it was a roofing enquiry 5 years ago that I did not claim on but also the form I found out now asked if I’d made a claim in the last 3 years actually. I have or had a home insurance plus policy with emergency cover and you said there is nothing you could do. Crazy and unlucky for you that I was 5 days from renewal. Cancelled and gone with an insurance company that actually seems to care about their customers

Just did the usual comparison websites for car insurance renewal and for the 1st time in 20years also got a quote from Direct Line. 425% higher than the average quote.Never again.

This is a personal review for a particular member of staff - Carly who dealt with my pet insurance claim. My dog's premiums are hefty and I considered cancelling the policy after a paultry settlement for a claim of over 1k. I decided to call them and request a breakdown of their costs as I was curious to know how they had arrived at this figure. I did just that and spoke with Carly who couldn't have been more helpful and friendly. She promised to call me back as soon as she had the chance to look into the matter and was as good as her word. In fact she went beyond my expectations and discovered that part of my claim hadn't been processed (!!!). I received a payout which I was more than happy with and am quite delighted with her help to be honest. To think I had been putting it off, fearful of an unpleasant defensive conversation. I couldn't have been more wrong. Thank you so much Carly for making my day.

Avoid This Company at All Costs – A Complete Scam!

This company is an absolute disgrace! Do NOT, under any circumstances, take out insurance with them. They send out so-called “tradesmen” who are completely incompetent and seem more interested in scamming customers than actually fixing anything.

For the past four years, they have repeatedly tried to con my parents, sending out engineers whose only goal is to condemn the boiler rather than repair it. They wanted to force us into unnecessary replacements instead of doing their job properly.

I refused to accept their blatant lies, so I got an independent engineer to assess the issue. Surprise, surprise—he was able to fix the boiler for just £350, proving that their “beyond economical repair” excuse was pure nonsense.

To make matters worse, I have contacted them SEVERAL TIMES, submitted all receipts, and yet they keep asking for more information instead of paying out. It’s nothing but delay tactics and a complete refusal to honor their insurance obligations.

I am now completely out of pocket, and thanks to this awful company, I’ve had to pay for repairs myself. I am also a Direct Line customer, but after this experience, I will be cancelling both policies immediately.

DO NOT TRUST THIS COMPANY. They are con artists who take your money and do everything possible to avoid paying out. Think twice before falling for their scam!