Direct Line Insurance Group Plc Avis 

Discrimination against young drivers is DL policy
Avoid this company
They Would not even discuss a
20 year old being added to my car insurance
For a Week, whilst she needed another car after hers was in for a breakdown . She missed a Weeks work consequently

She has a clean licence and no claims
How are young people to improve their skills if insurers won’t allow them to drive ?
The DL interfacing staff are largely based in South Africa
So people are supporting the SA economy
By insuring through these unpleasant money grabbers who pretend they are assisting UK Growth but actually seeping cash away from the country

Recommended by RBS when took out mortgage, critical illness insurance. Paying over the odds for it but gave peace of mind. Never claimed on it, which I'm grateful for, but today I received a letter, after paying this for 16 years, to be told critical illness insurance doesn't serve them well now so they are cancelling my policy. At a time when I'm more likely to need it. What an absolute disgrace of a company. Disgusting. Don't use them and shop around, I wish I had, you'll get it cheaper and probably a better service

I have tried all morning to get a vehicle insurance quote from D.L. without success, I have been told to ring their premium rate number at 65p per minute instead. However, having read all the one star reviews, I am glad to be going elsewhere. And no stars awarded.

I have just received my insurance renewal for my car I paid in 2022 £250 fully comprehensive cover that has now risen to £760 over 200% increase in two years
I implore you before you insured your car look at the compare sites I have saved over £200 and I have THE SAME cover

We have had trouble with our bathroom which has gone into our hallway we put a claim in as usual they are trying to find a way of getting not to pay as much this has been going on for nearly 4 weeks now what a joke we are on our 4th visit looking at it we paid for a independent company leak detection U/K yesterday very helpful now today we have polygon out when it first happened we had no toilet so what did we have to do sort a portiloo out what a service word of advice do not use direct line they are a joke all we do is phone calls after phone calls and getting nowhere . My wife goes into hospital on the 20th of this month I thought it would be on the way to be sorted ha ha she cannot come home to this mess what do you have to do I feel they only want your money but don’t like paying out on a genuine case .

Horrified with shark tactics of this company.
I have been a long standing customer for over 10 years, my wife’s insurance has gone up by 42% with no claims. Other insurance company’s are quoting prices at 35% less,managed to get a very small discount - disgraceful !

Wow what sort of insurance company doesn’t cover a water leak from a shower waste in the floor - not available to inspect to ensure it’s in good working order. So basically you need to take up your shower floor or ceiling below to check all your pipes are in good working order every couple of years or you aren’t covered! Who does this????? We have 5 policies with DL - they will all be getting changed !!

This company has really gone downhill - used to be professional and responsive!
Have been with Direct Line (house, contents and both cars) for over 20 years - now looking for another provider.
Had accident in mid April - Car parked and we weren't anywhere near the car, but provided DL with contact details of witnesses and details of other party. Claim 213480437
Our Policy covered like-for-like replacement car whilst our car is being repaired - Direct Line now won't provide a like-for-like vehicle but seem unable to tell us why not.
Contacting them by phone has been a 'no go' - no-one seems to know anything or be remotely interested!
Sent a formal complaint on 24.05 but was not acknowledged until today 30.24. Now told will have to wait until 24.04.24 for a complaint response. Our car is still waiting to be repaired!
Can't get our head around that this was a straightforward incident in mid-April - we contacted Direct Line immediately with details of accident and yet Direct Line is refusing to honour their own Policy!
All-in-all, what a total shambles!

Oh dear, doubling my partner's insurance premium (with an exemplary safe-driver record) suggests an insurance company in real trouble. Also suggests that claims will be a hard-fought battle to get what you're paying for, so not even worth the haggle.

Noting a new industry-governing ruling that insurance companies must not charge more to existing customers for premiums that would be offered to new customers, appears to have been leveraged by simply charging existing/loyal customers the same as though they were new customers.

A quick search online and no surprise that my partner literally halved her 'new customer' insurance with another provider - similar to many other insurers.

'Nuff said... Bye bye DL 👋

I reported 12 days ago that my vehicle had been damaged by a food delivery motor cycle rider and that my vehicle was badly damaged, so I have spent 12 days waiting for the repair company to come and take my car to get it repaired, as a Motorbility customer I clearly need a replacement vehicle, and as of today I still don’t have a replacement vehicle despite repeatedly calling them and them telling me that eurocar was providing me with a courtesy replacement vehicle. I have just tried calling them back to inform them that the vehicle has not arrived and they are closed until Monday!! Dreadful service and no one to speak to, my car is leaving on Monday morning for the repair work and I have no other transportation and I am disabled!!!

Just went to renew my car insurance policy and was quoted a premium increase of 40%. Exactly the same policy, no changes, charges - anything at all to affect the premium. It was justified as changes in the market - however within 3 minutes I've a raft of policies from a range of vendors from a well known comparison site. Poor form Direct Line. You've lost me as a customer - forever.

WOW - just opened my car renewal quote and had to pick myself up from the floor. It is exactly 100% more than last year and apart from the car and myself being one year older nothing has changed. No claims, kept on drive, low mileage, etc. been with DL for several years too so it’s me that’s shown loyalty !
I think Direct Line must have got it wrong and it could be an interesting phone call when I ring to negotiate a better deal…..and then probably find a new insurer!

I wrote to the only address I could find which was Glasgow two months ago. I want to know what information they and the central insurance data bases have on my accidents etc. I range today spending over 1 hour 20 mins being passed from department to department.
Eventual they admitted the letter was on file but had no idea why no one had replied. They would look into it appalling service

loyal customer for years with Direct Line , 2022 car insurance was £969 for the year , this year £1692 ... how is that possible. No claims, no accidents , same address, same job, same mileage etc etc. your pricing department must be going to the pub on their breaks. What a disgrace for loyalty.
" Not on price comparison sites" yes because your far too expensive , you greedy bunch !!
Home insurance will be moving too, goodbye Direct Line.

Car insurance renewal. Just been quoted a 55% increase. Been with them 5 years, no claims. Not prepared to negotiate at all.
DL agent told me on phone that my zero claims history had no influence in renewal quote. Crazy.
DL obviously uninterested in keeping loyal customers. I'm surprised. They made a killing in profit during Covid. Why no consideration to loyal customers now. Bad form.
Not recommended.

Used to be a good insurance company. 😔 SAD. Said they would ring me back few weeks ago never did. Give them another call yesterday Said we will ring you back never did. 😔 on every time for ten minutes.

Had an issue with my direct debit.
Direct line said I’d missed a payment in July received a letter at the end of September saying this
Immediately rang direct line insurance asking them where this direct debit had come from as the date stated on the letter was incorrect date my direct debit came out
Was told I had to prove my payment had gone out at the beginning of July or my insurance would be cancelled
I’d paid august and September payment so this payment was nearly 3 months ago
Was told they didn’t have my payment on there screen and if I didn’t pay it my insurance would be cancelled
I uploaded my bank statement and sent it to them
The agent said she would phone me the day after which she didn’t I had to phone them
During the call I was told my statement had been passed to the back office team to rectify the issue and she would phone me back the day after
I’m still waiting for the call 4 days later so I rang them up I got put through to Jerome who I can only describe as rude, abrupt and arrogant.He spoke to me in such a manor he had me crying. He said this issue would not be resolved overnight and could take anything from 2 weeks to 4 weeks I said I needed this issue to be resolved urgently as I didn’t want my policy to be cancelled. He said it wouldn’t be and there was nothing he or anybody else could do about it. I asked to be put through to a manger to be told there wasn’t any and I would have to wait for the back office team to respond and deal with my problem. I then asked how do I put a complaint in to be told nobody was available he then said he was ending the call as he had nothing else to say. I found this whole experience upsetting, frustrating and very poor customer service. I have been with direct line for over 10 years and I have never experienced such poor quality service. This whole fiasco has made me feel so anxious and upset. I feel like I have been accused of being a liar and am petrified of driving my car incase they decide to cancel my policy.

1st contact with Vanessa at DLM fantastic - issue with replacement vehicle - nothing available - therefore contacting DLM again on adviceof car repairer - different department that was supposed to open at 9.00am - I have currently been on the phone awaiting my call to be answered for 2 hours 1 minute and still waiting - what an awful service - such a pity we do not have a choice of insurance providers - this would be one to avoid.

I have been with direct line for a few years for insurance for 2 cars. First car renewal costed over one hundred pound more in April this year. I just found out that my renewal has doubled up in price
with no change of circumstances or claims this year. How can they justify such a price hike?

Been with Direct Line since 1995 , full no claims, wanted £690 for a 10year old Kia Picanto 998cc , insurance group 1 that’s parked on a private drive or garaged. This is about 40% up on previous year.
My other car a 200bhp group 40 car insured with a competitor comes in at £290.
So DL is either just expecting me to auto re new as I’m a mug or a 55 year old male can’t be trusted not to do doughnuts and burnouts in the local car park , having covered my picanto in “ no fear” and “ on a mission “ decals .
Anyway customer loyalty means nothing so I’m off to hang out with my crew … might even get lights that illuminate under my car ..