Direct Line Insurance Group Plc Avis 

Awful experience;
After paying top rate for their 'advanced' pet insurance for several years, which I had looked into and felt was necessary for our needs, I have put in my first claim and found out that If I don't buy my pet's meds from their sister company, they don't pay out for the prescription (£23 every time). I have lost about £200. Trapping you into buying something from them? That's outrageous. The person on the phone actually sniggered when he told me. When I asked about the company where I should buy the meds he didn't tell me, he said he would send me a link. He did - the wrong one.
I have gone through my policy again and still can't find this clause.
Looking for a policy with another company now.

I wanted to renew my car insurance but they wanted to raise my premium by 80 percent even though I have full no claims bonus.

They have send me a renewal quote double the cost of last year with no changes to it, a protected 9 years of NCB, no previous claims. They probably think can join the rip off Britain team with no consequence. Not with me.

A huge increase in car insurance (40%)premium for no apparent reason. Managed to get a much cheaper quote from AA. Had to hold on for 30 mins before being able to cancel auto renewal so customer service not very good. I bet it wouldn't have taken that long to buy a new policy. They used to be much more reasonable but something's gone awry.

Absolute joke of a company, wish I could give 0 stars. They settle vexatious claims even when you have independent witnesses who can verify the truth. They don’t bother contacting the witness and the witness finds it impossible to get in contact with the claims. I was told over the phone that they do not have enough claims handlers and they are not fully trained and policyholders are suffering the consequences. Received a call from Polly in the complaints department who doesn’t allow you to get your points across and shouts over you. NOT CUSTOMER FOCUSED AT ALL. I am now financially suffering the consequences of a false claim which I was not even kept informed of. Due to the open claim which was magically settled the day after my renewal date I wasn’t even able to switch insurance companies so I was tied in blood to them for another year. I hope for your sake you don’t need to make a claim because that’s when an insurance claim shoes their worth. In this case it’s not worth the paper it’s written on. Exhausting that I will now have to take this to the FOS.

STEER FAR AWAY FROM THIS COMPANY.

Did not answer my call for 1 hour 15 minutes. Then transferred and waited a further 25 minutes.

Insurance renewal price has 50% increase after 3 consecutive years of cover with no claims/convictions. On hold for over an hour before having to hang up. Tried online chat, but got no response. Very poor non existent customer service…

Rubbish !!! Been on hold for 45 minutes then get through only to be transferred right back to the end of the queue! Taken over a year to get direct line to do something about a no fault claim on my behalf . I’ve got photos and an eye witness and still they do nothing . The police have given me the third parties details and still they are dragging there heels . Not enough money in it for them to bother !!!!!!

Direct Line ?? Should be called In-direct Line. Trying to talk to someone about my policy. The wait time is horrendous!

The worst insurance company I've used!

I'm now had 2 claims with the Direct Line Group (one with Direct Line in 2020 and one with Churchill in 2023, both of which I was not at fault) both have been managed horrendously and wasted so much of my time and created so much inconvenience!

I was left without a vehicle in 2020 when the pandemic hit, my car was written off and DLG only provided me with a courtesy car for 2 weeks despite being reassured I wouldn't be left without a vehicle as I was a carer for my disabled mother.

I was asked to pay for my excess in 2023 (today) when my car was driven into whilst I was stationery at a roundabout, depsite being written to confirming I was not at fault! This has inconvienced myself and the garage who was arranging for my vehicle to be returned to me.

I will NEVER insure my vehicle or home with the Direct Line Group! I'd rather pay more for my cover than deal with this company again! Completely incompetent!

It's apparent that DLG only care about the finances and not their customers!

Truly useless for car insurance. Customer service abysmal. Waiting times on phone of over 50 mins ! Car repair not even organised after 4 months !!!!

After spending three days trying to change details on my policy due to swapping my car I eventually was left with no choice but to go elsewhere. Promised call backs never happened as due to problems with their computer system neither them nor me could progress. Five days later I did get a most apologetic call assuring me they would cancel my policy and that they were very sorry it had come to this. It turns out that my initial queries were never passed on so I was never going to get that call back. However despite all their assurances they have tried twice to collect money but thankfully I had cancelled the direct debit with my bank.

Having been with DL for 12 years on a car I hardly ever use, I decided to restart the policy after the car was in storage for a while. Customer services found all the details, and duly charged the amount.

All well so far.... then 14 days later I get an email from the 'validation' dep[artment saying I had been 'selected' (I feel honoured...) and they started to ask questions that bore no relevance, were never asked before, and all the time, persistently criticised their own customer services as incorrect, even though they are the same company.

It was like they were trying their hardest to make be give up the policy, probably so they can cash in cancellation fees, which , judging by the hundreds of 1 star reviews on here, is the only form of income they have,,,

So, as per the document sent, I cancelled the policy, but, alas, my login STILL shows the policy as valid, so off to chat... oh dear.... the virtual assistant kept pointing to a BR code for whatsap, which didnt work, so, typed in whatsapp BR code doesnt work, and what happens, it shows me the BR code and says contact them.. theres no other way.

They are a complete and utter farse, dont even think about insuring with them, they have a game plan, and judging by the comments here they are compeletly useless and twice as expensive as anyone else.. its a shame I was loyal..

So I went to another company, same car, same details, half the cost, no rudeness, no internal criticism, a website that works, a chat that answers..

Make sure you dont waste your valuable time on them and do the same..

Update 10th March 2023
This company still manages to have a flagrant attitude to customers, they make up their own rules to suit. After I finally managed to cancel my policy after what can only be determine as abuse from DL staff (Elizabeth) , they sent me an email saying my NCB cerificate (12 years claim free) was online to download..

Simple ? of course not, the link they sent took me to my login, and a message appeared saying ' myaccount has been blocked '

Doesnt this sould like the attitude of a 4 year old ?

After almost immediately geeting insurance from another provider, half the cost, better benifits and a customer service that actually works, we discussed DL's attitude... Im not alone, even other companies have heaps to say, but dont take my word for it, read the reviews ! they deserve their own TV channel..

If I could give 0 stars I would. Spent 2.5 hours cancelling my car insurance as £120 more expensive. Finally got though online after got hung up on twice. Following day got a text thanking me for renewing my policy and taking me money. Two and a half hours on hold on WhatsApp finally got ur cancelled. Let’s hope I don’t get charged. Appalled by non existent customer service

They auto - renewed my Landlords policy. I rang 2 months after and they wouldn't refund me as It was my fault for not realising apparently. Then I check bank again today and they have continued to take our £47 a month for 6 month.

Cant get through to anyone they keep passing me around been on the phone for over 1.5 hours and got no where.]=
AVOID

Asked for help said was not making a claim and they still tryed to make a claim plus when they nenewed my insurance they did not put the protected claims on which should have. I waited over a month for someone to ring me back about a complaint which I never had.would advise people not to waste thier time on this company as there service has gone down hill all the way...

We have made two large claims on our pet insurance over the last 12 months. Our vet warned us that we would probably have a battle to get the claims paid in full.
Couldn't have been further from the truth. Direct Line paid out promptly & in full on both occasions. Excellent service.

Do not use
They do everything they can NOT to settle a claim
I had my garage broken into , both garage doors broken. Items taken. Direct line requested “proof of ownership’ I had no receipts. So they offered a lot less than the value of the stolen items. Refused to pay out for the broken door Saying it was not damaged /. Despite a police report confirming it was . Their assessor confirming it was , and that he was to order a new door . Direct line sent an employee to temporarily secure the door , then they state nothing wrong with it. Scam company
AVOID AVOID AVOID

We have had house insurance with them for nearly 20 yrs but recently there have been unreasonable automatic large increases in premium every year - ie penalising loyal customers. Even after you complain it only comes down a bit. Basically they are vastly overpriced. We moved our insurance to another company a month ago.

How good the insurance is only becomes relevant when you make a claim. I have Pet Insurance and up until 3 weeks ago never made a claim. Now with a dog requiring surgery I found out how good Direct Line are. No stress no forms called me rather than have me wait to be answered. Outstanding customer service innovative staff they spoke with the vet and authorised emergency surgery leaving me to focus on the dog. So yes I would highly recommend