Direct Line Insurance Group Plc Avis 

I have been with Direct Line many years, and I know there are some bad reviews below but for us they are the only company that doesn't hike up the cost of car insurance each year. Ours went up by £3 !! AND we received a £10.08 refund for 'little use of our car', which was nice.
Other companies give you a staggering high renew premium, you have to call and fight with them verbally on the phone, then end up changing insurers, which takes a day of your time!

Absolute sham of a company, they are nothing but money grabbers and will take you for every penny they can get. Had 2 car policies with them for at least last 8 years, we had to sell a car earlier this year and I got in touch to cancel the policy and your charged a £48 cancellation fee for (admin) so essentially £48 for someone to press cancel on a computer system. I’ve now found I can get my other cars insurance £16 a month cheaper than this robbing lot but yet again they charge you the £48 admin fee for that difficult task of pressing the close button on a system. Anyone thinking of using direct line do yourself a massive favour and don’t.

Recieved an unsolicited call from a very rude 'Angelo chetty'from direct line he said I had a policy with them which I havn't he actually shouted at me when i asked where he had got me no from, customer service, what a joke !!!!

We have four policies with Direct Line. One being our pet insurance. We recently made a claim for our Collie which was declined. In summary DL have stated the issue was a pre existing condition, despite our vet telephoning and writing to them. The matter was escalated to an appeal and handled by a very patronising individual who clearly had no intention of reviewing the matter.
DL will loose four policies, an intransigent company with poor customer service.

One of the worst experiences I ever had. First of all, the final offer was not the same as we agreed in the beginning. Second, it was very difficult to exchange with their support team.

Absolutely awful company when it comes to making a claim, steer well clear! They will try and palm off as knock for knock whenever they insure both vehicles, as they cannot reclaim cost from a third party underwriter. They will open and complaint and close it almost immediately.

Got to be the worst choice for motor insurance , After the worst experience ever for My pregnant daughter , After being hit by a drunk driver also insured by Direct line , Resulting in her pride and joy being a total loss , We whole heartedly suggest you use an alternative insurer , Words can not describe the despicable and rude service we have received do not be taken in by any mention of escalation of complaint as this is also a farce ! Buyer be ware

Got a quote from direct line for some landlord insurance. Decided not to go ahead with the quote. They then proceeded to take over £700 for my bank account. Having contacted them the agreed they had made a mistake and would process a refund. This was on the 14th of July still waiting for a refund which they now tell me may take another 10 days. Absolute joke of a company. When I owe them money they appear to be able to take it immediately.

Been with them for years, got my renewal then phoned around… got same cover for half the price. Then spent over 70 mins trying to leave.
Use to be a good company now a joke.
When they take your money then take you for granted time to leave. Shame on you direct line.

Still Waiting for my refund from direct line insurance after nearly a month when they admitted renewing my car insurance without my consent which I cancelled twice ,online and through a phone call with a customer service representative,..

took months for their solicitors and legal team to even attempt to sort this boundary dispute when all evidence was produced right in front of their eyes, and had the nerve to offer125.00 pounds compensation, can you imagine Do not believe the tv adverts (from our experience not true) Will never use them again or advise anyone to do so. Our car insuranse is due 8 Aug and will not use them again

£48 administration fee to cancel a policy for a sold car - what a con!

If I hadn't looked at the imitation online banking app it would have been theft. However I did which makes it deception, despite the item being taken against my will and with menace but they don't pay out against deception. Won't be renewing my policies, but I guess it is cheaper to lose ma as a customer than pay out and keep me

One of the worst insurers I have ever come across. They increased my premium by 90% in 2 years - no claims have been made - and the level of cover is reduced... the legal cover is now only provided on the basis that the case can be won.

I spoke to their customer service and said that it’s law now that they cannot offer new customers better deals and their existing customers a worse deal. The guy said that this law didn’t apply to them. And there was nothing he could do about the quote So they are screwing over existing customers and reducing coverage. What a greedy company. No wonder they don’t go on the comparison websites, they will always be last.

Have gone with another provider, also 5 star de facto rating, and paying half the price with more coverage!

AVOID THIS COMPANY!

A drawn-out subsidence claim commenced in 2009 during which time the Financial Ombudsman was involved several times and as a result we were awarded compensation amounts for poor service by Direct Line. Eventually an expert independent engineer was appointed to deal with our substantial buildings claim. However, no expert was appointed to deal with our substantial contents claim although Infront Innovation (loss adjusters appointed by Direct Line) noted in 2014 that there were damaged contents as a result of subsidence/water ingress. During this time I was my late wife's carer who unfortunately passed away in 2017. Direct Line and the engineer were aware of this.

Earlier in the claim Direct Line had paid out for subsidence-damaged items (some being in off-site storage at the time, some remaining at my premises) having merely requested details/costs and without the need to inspect them. This was agreed and administered via Direct Line employee Roger Clark.

When the remaining damaged contents were finally returned from storage, Direct Line (Ms Ann-Marie Coull) again merely asked for details including costs, photos etc., which I sent, but they then failed to communicate with me, in spite of reminders, and didn't respond to my eventual assertion that I would keep these rusty items for up to 2 weeks (on a newly laid patio as there was no where else to keep them). I advised that after 2 weeks the items would be disposed of to save further damage to the patio. Some of these items were gifts from late family members which I found difficult to look at rusting away.

With regards to the items returned from storage they have said they will not pay because I did not keep them for inspection despite me giving photographic evidence and costs requested by them. I am now in the process of considering legal action to deal with this matter.

Poor service
I really hope Direct Line treat their customers better than we were treated 😳
We were involved in an rtc that was not our fault, the person who hit us admitted liability so with that sorted we claimed on his insurance for damage to our car and cycle carrier with two bikes on. We only claimed for one bike that was only 6 months old, the other was old so didn’t bother with that one which we thought was only fair. So first thing car was booked in to be collected by the garage doing the work, waited all day and when garage was contacted to find out what was going on we were told the job had been cancelled! 🤷‍♀️ Re-booked, they collected the car and on inspection it was going to be repaired, great as it’s a classic and extremely loved, well they couldn’t get the parts and eventually offered a payout and hubby could get the parts and do himself...so that side not too bad in the end. Next part ....bike and cycle carrier, bike is £350 to replace and carrier £220 no problem you would think, sent proof of cost and when bought...after 6 weeks and about 5 days to get a reply from each email we eventually got an offer almost 30% less than to replace items 😡 why should we pay out to replace items damaged by your customer that was not our fault!! Fuming and feel this is very poor customer service...the reason given ‘well you’ve got the old bike to sell for spares’ which by the way Halfords wrote off, bent frame and buckled wheel. Extremely disappointed with the whole experience which was traumatic enough without all the stress caused by Direct Line 😡

Be very careful - Paid premium car insurance for 10 years and they recently admitted that due to a mistake in the description, they would not have paid any claim

Very good on the adverts, but no one comes out in a red car, and no advice, and what you would imagine you are covered for YOUR NOT. Will not renew this year!

The company had been good to deal with when organising the insurance, but now I am so disappointed with Direct Line!

I insured my bike separately as I was using it a lot. When it got stolen, I tried to make a claim. In the first instance, they offered me £100 less than it was worth. Then, I was told that there was a £250 excess. Not only does this seem excessive (!), the column headed 'Excess' on the itemised schedule showed nothing. Apparently I was meant to assume one would apply!!!

Don't trust the paperwork or company. They will hide information which might deter you from signing up.

Don’t go anywhere near this company. Hard nosed insurance company. List TAG watch that was gift from my late dad. Although there was a single item section up to 4K on the Premium Plus Policy because the item was not specified and I didn’t have a receipt they would not accept that I owned the watch. I have no other item in my house that’s worth that money that would be anywhere near insured for 4K. Ruthless, unreasonable false impression of complete cover. There are plenty of other companies around that are honourable. This one isn’t. Fancy adds reassuring names in the policy “Premium Plus” but no cover when you need them.