Direct Line Insurance Group Plc Avis 

The stress caused by this company was worse than the trauma caused by the 70mph crash on the M1! So unprofessional and just don't give a toss. Don't know how to treat customers or how to apologise. Never using them again.

Boiler broke down. Called Home Emergency at 3.30 pm; unclear who I was speaking to, Direct Line, AXA or Boilerguard. Logged call, 4.15pm got back to say Andy would be in touch 08.00 - 10.00 am next day. 2.20 pm Andy called saying 15 minutes away. Arrived 2.35 pm - diagnosed 3 way valve failure, carried a spare, fitted, tested reset gone at 2.50 pm!
Great when Andy arrived, rest of it very offhand. Btw Boilerguard (UK) Ltd claim a national company branches everywhere is a micro company with a telephone

I have a small but important change to make to a car insurance policy renewal. The renewal documents gave me a number to call if there was a need to change the policy details. Once called the recorded message assured that all changes could be made online. I tried and they could not. I tried the virtual assistant but this is simply a pre-programmed / automated system not a person. Guess what ! It told me to call a phone number. Once called the recorded message assured that all changes could be made online............... So here I sit 3 hours later and still no real person has answered the phone. They are simply awful. They used to be good. What happened?

Even one star is too much, as it over rates our awful experience. Our roof was badly damaged in the storm, so on Monday morning I tried to call them to make a claim, I spent 48 mins old hold before they just cut me off.

I then managed to complete their online claim form and received a message back saying that they would be in contact within 2 days, yet they still have not contacted me.

Because our damaged roof is insecure and not weatherproof, I phoned yesterday, only to be told that their computer system failed late Monday afternoon and was still down. They simply said that they had a back log of circa 4,000 claims and would get back to me when they could.

I asked if I could repair the damage and claim the cost back afterwards, but they said that if the supporting information i supplied was insufficient that would not pay.

As a result, we are sitting here with our damaged and leaky roof fearing that water will start to come through the ceiling at any moment. Every time there is a strong gust of wind we have to go outside and check that the damage has not got worse.

Being elderly makes you feel even more vulnerable at times like this. We paid Direct Line to give us peace of mind and instead they have given us a nightmare.

Needless to say that we will never use them again and regret putting our faith in them.

Please don't make the same mistake as we did, go elsewhere for all your insurance needs.

Where do I start? Quite simply one of the worse experiences of my life dealing with UK INSURANCE.

I have Travel Insurance taken out under a different brand. Unfortunately this, like for many other big companies, is underwritten by UK INSURANCE.

Last summer (2021) I had to cancel our family holiday due to an unforeseen medical condition I suffered a couple of weeks before departure. This was not covid related and should have been a simple claim. Although they eventually paid, it took 7 months and over 20 forms and evidence and correspondence. Every time I submitted evidence they then asked for something else, and something else, and something else...
Two letters from different consultants, my full medical history, receipts and emails form every process of the booking, payment and cancellation process and proof we actually lived in the same house.....was NOT enough for UK INSURANCE.
What they have made easy though is your ability to withdraw your claim at any time...it's the BIGGEST BUTTON on their claims site.
UK INSURANCE is hard to avoid as they do underwrite for half the country, probably because their payout percentage is so low? So if you see them as the underwriters for your insurance, be prepared for a long fight in the event of a claim.

Are these ridiculous waiting times acceptable? I do not think so. Moreover, I think they should spend less on advertising and perhaps invest in better customer relations. The latest 'innovation' to let customers wait on the phone and shower them with news bullets interspersed with highly repetitive automated messages about being held in a queue is annoying, exhausting and reminiscent of a Little Britain sketch, to say least. I think they are out of touch which what's acceptable.

My car insurance with Direct Line last year was £329. I’ve made no claims but this year’s renewal came through at £509! I logged on as a new customer - using the same registration number - and was quoted £396! I understand this is now illegal! I tried to get through by phone for 3 days to question them about this with no answer. I tried the chat line but it is clearly automated and wouldn’t understand my question. I’ve subsequently insured with another provider for £284. When I tried to cancel my policy with Direct Line I found it can’t be done online, only by phone! So I tried for another two days to get through to no avail. My only choice has been to cancel my direct debit. I have no doubt Direct Line will contact me once they discover this. What a shambles this company is.

41mins 32 secs for the phone to be answered for a 4-5 min call to change card number and renew motor policy.
The guy who dealt with me was great and apologised for something that is beyond his control.
Fed up with companies that will not employ enough people to provide a reasonable service.
I am not good with computers and will not be forced to use apps or on line services, which is what many companies are doing now.
Awful lot of bad reviews here relating to waiting times, would like to think this company will improve its customer service very soon.

Please do not try to contact Direct line car insurance no one will answer the phone even if renewing your policy, we tried for 3 days for someone to answer, also the on line service does not work you get so far and that is that, such a shame that this company has gone down hill so fast its unbelievable. It looks like they need a proper Manager and someone who knows about customer care the old fashioned way, sadly I will be removing all our business from Direct Line in due course not that they will care a toot

Waited on phone line for 3 & 1/2 hours to get to an agent for a 5 min call to renew car insurance policy and have it amended to reduce premium by £30.
The call waiting system is insulting and dishonest. "We are getting through our calls quickly and will be with you soon". After 3 & 1/2 hours waiting on the phone???? Many more insulting and Hypocritical messages like that in a very long wait to be served!!!!
Whomever designed this system need to be made to sit on the phone for 24 hours listening to their own insulting, untrue garbage and then be made to redesign the system.

Firstly, I didn’t receive any renewal correspondence, then suddenly realised my insurance was due in 3 days. The quote I eventually received was £150 more than others from comparison sites. When I renewed my insurance last year, I was told that Direct Line will ALWAYS match the best online quote from comparison companies. Guess what? They don’t! I have requested that they listen to my telephone call from last year, but I doubt they will. Needless to say I have now cancelled my insurance and renewed, with one day to spare, with a different company.

Well picked up Lol Wilson pardon the pun but mum decided the name and funnily enough maybe my horsey friends will get it. However went to cancel my car policy with Directline - first breakdown cover on the policy need to cancel that first £11.82 to cancel but £74 refund yes thank u please cancel then the car policy yes we can cancel but £48 cancellation charge, ok payments up to date, no claims to the policy but oh by the way they are not allowed to profit from cancellations/charges, the charge is to pay for changes to other sites dvla, to the consultant canceling the policy so paying their job, updates they do to other sites to say that you the customer are no longer with them, I have always championed Directline, my mum was with them for years but after this experience nope. Can't believe that a company can charge customers cancelation fees so they don't have to pay other companies a fee for changing details, not sure if this is right but totally unfair. Guess what they are in for another surprise after the 6th, my bubba will no longer be insured with them, they really need to think of their customers. Never going back to them, no wonder they are not on comparison sites.

I paid for my car insurance several days ago. I have received multiple copies of quote but so far no confirmation of the policy commencement. Just a shambles

My insurers claimed against Direct Line as one of their customers reversed into my car.
Whilst he denied it and said I reversed into him, there was clear CCTV evidence to back up my claim.
Despite this, it still took Direct Line 8 months to make settlement and they only did so when my insurers were about to start legal action against them.
Subsequently, I have submitted my request to them for a refund of my excess payment. This has not been forthcoming and I haven't even received an acknowledgement.
Time for stronger action.

Just waited 30 minutes to speak to someone, so hung up! Simply disgusting waiting times, just not acceptable, when people are paying them money, we have other things to do!

Called the emergency helpline for a plumber as I have a burst water pipe 10am on the 7/10/21
2pm on the 8th still no response...this is a joke of a company

Another “Arthur Daily” company, have been with them for years but this year had a look around for a better deal and I got an exceptional one but try getting through to cancel policy if you have at least an hour and half to spend waiting for them to answer the phone great! I never received an auto policy renewal so went ahead and took out new policy with new company tried repeatedly to get through and eventually did to cancel policy I now have to pay 75.00 to get out of this policy I refused and am now being threatened with debt collectors, after being a policy holder for many years the loyalty iis not there hence have now cancelled all three pet insurance and of course car insurance urged my son today the same which he has so it has cost them a lot more than 75.00!
Stay clear seems good at the time but the long shot it’s not

Directline Auto Renew seems impossible to stop! I can't find out how to do it online (I don't think you can stop it online). Their webchat doesn't work so I rang and waited for about 15 minutes and spoke to one of their staff who told me they would stop the auto renewal and confirm this by email - they didn't. I rang again today and was told the auto renew was stopped by them and they would confirm this immediately by email. Another lie. Unbelievable.

Took the trouble last year to call them to stop auto renewal of a car policy. They then tell me they will automatically renew. I fill in correctly all of the forms to stop their auto renew and they tell me my request to stop auto renew has been unsuccessful and they will renew. Take my money and I will see you in court direct line!!!!

I was hit by a car going through a red light. On 28th of April. Contacted direct line told them all the information including a police insedent number. After umpteen phone calls they have done nothing for me. Then eventually they admitted they did nothing. Gave me £100 shut up money. But now the 7th of September my car still has not been repaired. I feel like a direct loser this company is an utter sham. Please don't insurer your car with this company. The don't contact you. Don't update you just sit there collecting money and don't care about you. Think about your new name Direct loser line
A prior