Direct Line Insurance Group Plc Avis 

My car was involved in a fraudulent claim where Strata Solicitors acted on behalf of Ottocar .
The Solicitors director much to his credit actually shared the photos supplied by Otto Car as I put in a Subject Access Request : my car was physically impossible to have caused the damage - look at the photo --they claimed it did : we never even touched .. the rear bumper on my car was way too high to cause any damage on the lower bumper and not with old bad filler but their claims handler should have known a geostat photo supplied by Evans Engineering showed it was actually taken in NW10 Stafford Rd London i.e.at Mr Ali's workshop almost 2.5 months later was not what the PCO driver wrote was his photo and he had taken in Surrey . The claimant was a PCO driver and he and his company used my insurance to repair future damage. Trouble with solicitors' firms and Insurers is they dont have enought tech savvey so I am going to write to their solicitors and share this and same with my insurers and the IMI/ SRA. Ignore the date below. Yet my own insurer Direct Line refused to disclose the same photos and then refused to even disclose where Evans Engineering were located as it was a GDPR issue that is how clueless the DL staff are as I was looking the Evans Engineering web site at the time. But the worst thing is the Direct Line data protection team withheld the same photos that the director at the claimant's solicitors shared when he was sent a Subject Access Request. Then the so called Direct Line exec complaints manager took umbridge at being corrected and wrote that I was rude etc and they would not renew my car insurance - she was lucky I did not sue her as a week or so later they touted me to renew my house insurance with them ...yet even though the DLG CEO and Head of Legal read the messages .. they paid out on a fraudulent claim. This is the same company that blew 140k on a 5000 user software license from HP that was used in an environment that could only support 60 users despite my warnings as a portfolio manager at the company and even the HP Account Manager at the time warned them.
Look at the photo my car was allegedly the cause of damage to the bottom left hand side bumper of the white Toyota Prius and they shared a photo of dodgy filler 2.5 months later yet the driver claimed he took the photo when the geotag showed a Mr Patel had taken it 2.5 months later.. all thats bad about Insurance companies

I called the bereavement line three weeks ago to let Direct Line know my daughter had passed away as her car was insured with them. the adviser was very helpful and told me that her property was also insured with them.
Today I had a call from the bereavement team and a different lady asked in a very brisk manner why I had not sent in the death certificate yet -I again explained that we had not yet got one as my daughters death was still being investigated by the police.
I found her extremely unsympathetic and unhelpful and am surprised such a personality is employed in the department which liaises with bereaved relatives.
Once we are able to deal properly with the estate we will not be using Direct Line due to the unfeeling attitude and making me feel like a criminal.
Since her phone call the Coroner’s office have phoned to tell me that paperwork should be issued later in the week, so soon I will be able to provide them with it.

I spoke to Ann from Bristol today with regards to a pet insurance claim and she was incredibly helpful, wonderful to speak to, reassuring and answered all my questions and resolved the queries I had. The call was answered quickly, so I didn’t sit on hold for any length of time, the questions were dealt with efficiently but warmly. What a wonderful call.

I use to be with Directline for many years, then their cost doubled and I had to change insurers. I cancelled the insurance for my disabled son and moved to another insurer when he moved address 2 yrs ago. However, since then, they have still been taking payments out of his account (annual payments of 2) The first payment taken out last year I emailed them, and got no reply. This year, again, they take another payment out of his account. Eventually, I put a complaint in via the online form - Their reply was, I have not given them enough information and I must go through FB or twitter to get to speak to someone via messaging, well, I did just that, and the info documents of proof should have been suffice, no, I have spent since 9am this morning till 3pm this afternoon messaging with different reps left right and centre, and all asking for more documents to which they do not need any more as they have government and company letterheads and info given to prove the situation that I am the appointee of a disabled person who is mentally and physically disabled. whose insurance with them was not needed anymore as they were too expensive and my son had to go eleswhere and he needed help from me to keep his daily living prices down. Documents they asked for was the last 2yrs insurance document copy's he has. Proof of Attorney letter -Appointee letter, proof of moving from one care home to another etc etc. Where does all this end!!! They then state the telephone numbers I gave are not on their records, yet they sent emails with a new policy each year and I replied via that email!!!! Fraudsters!!! and this case Im taking to the Trading Standards and a solicitor

I have been with Direct Line insurance for 11 yrs without any claims. My freezer failed instantly due to an unforeseen issue caused by excessive heat and Direct Line staff have been very unhelpful and claim it is not covered under their policy. I would like to know what is??

Direct Line are a criminal organisation see
FSA report 202810 direct line fraud and forgery altering customers complaints.

I was involved in a hit and run. The other driver stopped but didn't provide insurance details and drove off. I reported this to the police.
Direct Line were absolutely useless. First they advised that the best outcome would be 50/50 liability even though the driver was on the wrong side of the road and I had video evidence. Rang them up and the advisor stuck to his script and pressed the 50/50 liability.
Rang subsequently and another advisor said actually based on video evidence she agreed with me and to leave it with her. Haven't heard anything since. Terrible, no support for good drivers and I feel like I'm punished along with the bad and even dangerous driver.
Will not be renewing.

Terrible waited over six months as they prolong the claim and still charge me for the policy after a guy hit the central res driving to fast and breaking in the snow hit the res then bounced into my lane where I struck his drivers rear wheel arch
I have filled out the same form 3 times and they still aren’t any closer. I don’t get any correspondence from them and they don’t reply to email
This company should be investigated stay well away
This insurance company in my opinion are pure bandits

After a recent car accident (write-off) I cannot recommend enough. Car recovered within 2 hours, courtesy car delivered after 1 day, kept in touch each step with advice, claim settled fairly in 9 working days. Been with them a few years and premiums have never increased except for a few quid - never haggled over. I live rural and I was surprised at the support I received in a timely manner. Golden!

just got mail today to state. that after 10 years they are not going to cover my motor home any more. What an insurance company. Anyway they are going to loose all my custom. my other 2 cars, house building and contents insurance the lot, when up for renewal, if not cheaper else where. going to try NFU, LV etc. Sons will follow. Cannot be trusted. NFU taking me on BRILLIANT

Well after 20 years as a Direct Line customer for Car, Home Contents and Building Insurance it’s time to say Goodbye.
I have tried to make contact by phone (Max holding time 48 mins) by e-mail, on line and have even posted a letter all to no avail.
I now have to provide my new insurance company my no claims bonus within 7 days which bearing in mind I have not been able to contact Direct Line since March just to change my address the chances of that is slim.

Poor service presumably all to do with WFH .

Truly awful travel insurance service through Nationwide FlexPlus account. Avoid at all costs.

My Easyjet flights were cancelled at 8 days notice, with no alternative flights or routes possible, leaving me with a £1,300 bill for accommodation. Based on the wording of the policy, and the policy summary on Nationwide's website, it seems pretty clear this would be covered.

The claims procedure has been farcical - ongoing for 5 weeks to date.

I've had 6 different calls with their customer service, each time being told an entirely different story - that it's valid, invalid, that they approved a bunch of similar claims recently and don't know why this has been refused.

They haven't communicated in writing why they are declining the claim, and a complaint with the firm is ongoing.

I have reported them to the financial ombudsman as if these circumstances are not covered, I believe I was missold the insurance by Nationwide/UKI. Clearly if their own staff don't understand their policies, how is any insurance customer!

I have also cancelled my FlexPlus and will be moving my bank account after 20+ years as a result of this disgraceful policy.

The only reason I am giving this review 3 stars is due to the excellent service by Dean today from the claims team. If it wasn’t for Dean, it would be zero!

I contacted Direct Line the day of my crash and all details were handed over and confirmed right away. All seemed well. I proceeded to get my valuation for my car 2 days later and was informed I’d receive payment within a week.

This week, became over a month. It was an absolute nightmare. I’d call nearly 5 times a week. I was told at first it was bank holiday issues, then told they needed to check and find out what’s wrong, then told I was being put on a ‘faster’ payment method, then told there was an issue with this method. I spoke to new people each time who all said the same things, I had a complaint open for weeks that no one had touched! It was Unbelivable.

Today by the grace of who knows what I managed to get through to Dean, after another advisor lied and told me he was putting me through to management! But Dean was amazing. He listened to what I said and told me he would call me back as soon as possible with an update. At first I didn’t believe him, but low and behold within the hour he had everything resolved. The payment has been approved and while I am still going to be waiting on it, I have strong faith he has settled this. I even got a call from the manager he organised within the hour. Just absolutely outstanding customer service and action by Dean who if I could I would give 50000 stars!

Direct Line, please praise Dean and let those advisors around him learn. I hope this is read and some serious credit is given to him, as without him I’d of flinched to even give 1 star. Hopeful for my payment and for this nightmare to be over soon.

Big mistake I just renewed my 2 car policies with DL
I have been on the phone for 35 minutes yesterday on hold and now again on hold 25 mins and counting!!!
was told yesterday my certificate and policy etc would be on my account that I had checked more than once,what a joke still no docs 3 days later??? I will be looking at my 14 day cooling off period, probably get ripped off in their terms and conditions ombudsman here I come.

Awful company DO NOT TAKE INSURANCE OUT FROM DIRECT LINE LIERS .
tell you one thing F off on the other .

My fridge broke was told on claims mine is was mechanically broke how could she see Dow the phone unbelievable.
Fundamentally the criteria is flawed..

Stay away from direct line while you wait a recorded voice tell you they cover you for everything. What a load of S..T .
I want all my payments paid back to me in full .
This direct line false advertising do not believe a word direct line say stay away awful . if I could minus

Unbelievably poor service very surprised the CEO still has a job !!! We have both been with Direct line for years my wife has now cancelled her renewal and when mine is due I will also cancel
The wait times are unrealistic and you can expect times of around at least 40 minutes so add that cost to your insurance policy cost each time you ring them
We remember excellent customer service and quick pick up response where has that service gone ?
Frankly with the reviews on trust pilot we are surprised they are still trading in a competitive environment
When customers start walking away from your company due to the reasons given the CEO should wake up and smell the coffee
We have made our decision now we cannot tolerate a badly run business especially when we are investing our money and trust 😡

Ridiculous waiting times. You can only cancel their very expensive policy with very expensive excess if you ring them. Their online website is a waste of time because you can’t cancel your policy on it. Absolutely stupid.

Nice when you need to renew, then that is it.
Had to make a claim, NO phones answered even in 'working days' (ie NO weekends or evenings)!
They immediately passed the claim to (the worst company ever as rated on G**gle reviews!) with ZERO communication- thought it was a fraud!
Impossible to contact.
What is the point of an INSURANCE company that you can not contact to deal with a claim?

I had a stone that hit my windscreen that quickly developed into a crack during the week that followed. Checking my insurance document I phoned the claims line that was offered. 1st waste of time, they don't wan't to speak to you, they just have an automated message that refers you to do it all online. I am advised that I have to deal directly with AutoGlass, as we are too busy to deal with it ourselves. I find the time to book a slot to have my windscreen fitted, I pay for it online, I get a confirmation to my phone that all is booked and that I do not need to call to confirm as this is all done and dusted, see you on Friday 15th April. That same day I received a text to say that they had tried to call me and left a voicemail, however there was no voicemail - but I endeavoured to call them back anyway. Unfortunately "they were experiencing a high level of calls" whenever I Tried - as most national companies seem to experience all day now. Needless to say I did not have the time to wait for the inordinate time they kept announcing. I had my confirmation and I had paid for the slot, I'm sure if it was important they would ring back.
A week passed and I turned up 15 minutes early after my 15 mile journey to my chosen Autoglass depot (of course as an insurance customer you have the inconvenience of having to drive to a designated depot on an industrial estate and some how while away two hours - whereas Autoglasses website proudly announces that they come to your home of office to fix the windscreen).
I was greeted by a fitter with a quizzical look on his face, and it transpired that they weren't expecting me that day, or any day. I showed them my confirmation. Still not good enough. They rang Direct Line or Autoglass HQ, and because I had not persisted in returning their call, the one that they refered to on a voicemessage that actually was never left, the job was cancelled.
At this point I was so angry at the balatant incompetance and disregard for the customer that I just turned round and walked away. There was little point in trying to discuss it with the fitter. Afterall, they only do everything online..... or so it would seem.

Definitely not worth the one star I have had to give them.

Customer service is appalling - As I write this review I am currently on hold for the 4th time, talked to two different departments and after 53 minutes on the phone I am still no further forward!

VERY frustrating and from a customer service point of view - unacceptable.

Save yourself some grief and use another insurance company for your car insurance.

....... 1-hour on the phone - and still on hold.

..... 1 hour 19 minutes and 35 seconds of my life I will never get back.