Direct Line Insurance Group Plc Avis 

I am only giving Direct Line one star, simply because it's a minimal rating.
I went to Direct Line for a Car Insurance Policy, which was not supposed to start for some 15 days, but without even having the decency to let me know, Direct Line went to my Bank, and took their money within minutes.
As far as I was aware, as the Policy was not due to start till the end of the Month, I thought that the first payment would not be taken till the Policy started, but as far as Direct Line are concerned, they class you buying your Car Insurance, as if you are buying a train ticket, and they expect you to pay up right away.
I have never purchased Car Insurance online before, I always call in to the Company, but when I called and spoke to a Call Handler, I was assured that even if I went online, everything would be as the Proposed Policy I had saved, strangely, the saved Proposed Policy had disappeared, but did Direct Line care, not a bit.
I admit I might have made a mistake in how I might have filled the part in about how I wanted to pay for my Policy, but as far as Direct Line are concerned, they are not entitled to tell you what they are doing, and you are not allowed to make any kind of mistake, and if you do, its tough luck.
I would suggest going to a more Customer Friendly Car Insurance Company, Direct Line only see Pound Signs, and not Customers
Needless to say, the Policy was cancelled

Please and please again!!!! Don't be a second fool to this scammers! Infact I have lost enough fund on the so called TASKPAYS

Worst Car Insurance Ever. I've made numerous of complaints against these lot and complained to financial ombudsman services as well, and everything from the customer service and claim handlers are unprofessional and incompetent. So many issues with this company dealing with a hit and run and case with their insurer (funnily enough) took 3 months to get them admit an easy case, only cause I had a dashcam! They also still take your money when you have an accident that's classed as your "fault" even though they suspend your policy when I smacked my own car a few months ago, which was a write off and cause of this, they've been charging me still monthly per their policy and I reinstated my policy so I could drive my brothers car and the police said I had no insurance now having to deal with that issue which I'm taking to court and blaming this joke of an insurance company, as I've got proof from my bank account and letter reinstating my policy, and they're denying any liability claiming they sent me a letter voiding my insurance again after reinstating?! Their customer service laugh at you as well, I made an official complaint and they claimed there was no laugh, and when I went to the financial ombudsman service they found the laugh and I only got an email apology?! This company is a joke! STAY WELL AWAY. Once my cover is finished, I will NEVER come back to this farce of a company.

I’ll take them to court from my issue, I got travel insurance cover, so when I was abroad on holiday I called them, as I got an accident, thy sad they will cover my costs, and helping in any needs, but was just over the phone, when I start to send them the bills,they just stop taking my calls, and in the end, they came with the history saying because I was abroad, and also because I changed my residence to the country I was holiday, completely lie, Because if I was in holiday, how can I change my home address , Completely the worst insurance company, and I don’t recommend for nobody.Dont deserve the star rate at all.

Direct line are fundamentally dishonest fraudsters who systematically try to get out of paying honest claims by any means available to them . Was hit by a driver who drove of and yet direct line still tried to get out of paying out . Scum of the earth

Direct line tried to raise my premium by 22% this year.....a year when we are all struggling financially except these guys...the cheek and greed is astonishing. I had not made claim so how can a 22% raise be justified? It can't. They are just greedy and need to lose considerable trade as a wake up call. If they try and raise it again next year, I'm gone.

HOW DISAPPOINTED IAM HAVINGTO MAKE A CLAIM IN REGARDS TO A LANDLORD POLICY .A VERY GOOD TENANT OF 9 YEARS STANDING HAD A BREAKDOWN. AND A PROPERTY THAT WAS ALWAYS KEPT IN A PRESTINE CONDITION. SUFFERED SEVERE NEGLECT WITH EXTREME DAMAGE TO CARPETS SANITATERY AND KITCHEN GOODS, AND WATER DAMAGE. EXPECTING HELP AND , GUIDANCE FROM THERE REPRENTATIVE I CAN ONLY SAY HOW AMAZED WHEN READING THE FINE PRINT HOW SHOCKINGLY THE LACK OF COVER THE POLICY CONSISTED OF . IT WAS POINTED OUT TO ME AFTER ON GOING NEGOTIACION FOR SIX WEEKS WITH THEIR REPRESENTATIVE, THAT EVERY ITEM AND ROOM HAD TO BE IN A SERPARATE CLAIM AND EACH CLAIM HAD £500 EXCESS YOU WOULD BE UNDER THE BELIEF THAT EACH ROOM AND CONTENTS WOULD BE INCLUDED IN ONE CLAIM. AND TO BE TOLD THAT HIS ASSESMENT OF THE DAMAGE HE REGARDED IT AS [ WARE AND TEAR ] IT SEEMS A LONG WAY FROM THAT ADVERT WITH THAT NICE MAN ARRIVING IN HIS EXPENSIVE CAR AND BEING SO HELPFUL . DISTRESS LANDLORD WILLIAM

FIVE STAR SO FAR. Have recently gone throu' the process of renewing my annual MOTOR INSURANCE. The web-site was the least complicated of the three site s I consulted. The quote was 50% cheaper than two leading comparison sites. Telephone call handler was great and resolved questions regarding prior claims swiftly. If I need to make a claim (hopefully not) I will update my feedback, as believe me (read my feedback from earlier posting) I had two nightmares with a previous providers.

Rude on the phone. Confuses you by trying to catch you out when you make a genuine error .Troublesome not recommended for the over 75’s .

Drainage problem! !??
DL sent their appointed surveyor whose report said valid claim.
(Not seen by me)
Two weeks later they sent another surveyor who said no claim.
They sent that!
I asked for the first survey? ??
Over a month their claims handler.
Said...what survey?
Data protection problems?
Has to be redacted?
Too large to send by email?
(Post it then!!)
Eventually she emailed her pasted version of the first survey leaving out the conclusion that I had a valid claim.
My persistence obtained this survey which highlighted this devious and dishonest omission.
I complained to DL and their CEO directly.
They said the claims handler did nothing wrong!!
Surely indicated a corporate culture of dishonesty and disengenuous action in normal to avoid honouring a claim..

Moved to Direct Line from a previous provider of some 15 years, as looked like a good deal -UNTIL called upon to step up!
I suffered a boiler breakdown 2 days ago, just as temperatures began to dip into -0c overnight again. Read my home insurance policy to confirm that I was covered for: -
• any controls forming part of the boiler
• the programmer, central heating pump, hot
water cylinder, room thermostat and radiators.
Great I thought, so I called the claim line - to be advised that Direct Line only provide cover for certain boiler types, ie, Gas Boilers - and that cover does not extend to Oil Fired Boilers - OK (found this in the cover booklet). BUT, what has really annoyed me is that the part that failed on my Oil Fired Boiler (the Programmer), is exactly the same part that is fitted to the Gas version of this model of boiler!!
Absolutely no room for discussion - just a straightforward, sorry, but tough!
Up for renewal next month, and will certainly not be hanging around!

my bank recommended Direct Line, but I will never again mention their name to anyone living. First, they have no email address on their paperwork. You go on line to ask that question, you find others have asked and got the same answer, the email address listed is for NCB only. This company lives, eats and breathes NCBs. They demanded (the word is actually not strong enough for the tone of their letter - yes, letter, they don't know about emails yet, give them another 20 years, if they last that long) proof of my NCB which i sent, from a highly respected insurer. Not good enough, they demanded proof there was no gap in the history of the NCB. Unable to get sense from the email (not replied to) I binned their promotional literature and insured my car elsewhere. Eventually Direct Line will wake up to their old fashioned way of doing business and begin to come into the real world. Or perhaps not, they probably even don't know there's a pandemic raging right now. Next time I speak to my bank I'll advise them to stop promoting this incompetent bunch.

I had worldwide family travel insurance through my Nationwide FlexPlus account underwritten by UK Insurance. I purchased flights for July from STA Travel in January. I had to cancel because of COVID which I did in June. Then STA went into administration in August 2020. UK Insurance have declined to pay out because I cancelled on FCO advice more than 28 days before the date of travel. This is a clause in the small print but seems unfair as it was quite clear that travel to the Americas would not be allowed for months. In fact FCO advice has not changed 6 months later.

If I could have given them a zero i would non stop trouble with this company randomly stopping our insurance and claiming we had rang to say we had sold the car but we had not then refused to let us hear the recording of the call. And now 11 month into the policy asking us to verify details which we did at the start on my partners policy and then sending me a letter accusing me of my ncb being fake when I've been driving 10 yr and never ever had an accident or so much as a pont on my license but they are cancelling without giving me any opportunity to prove anything . Trouble is my ncb is 100% genuine . Nothing but stress avoid like the plague

After a very pleasant chat to get a quote for our business, I received a mail from them saying they can’t insure us because we drive guests which is insured by Admiral. I think they don’t want to insure hospitality businesses because of all the claims during the pandemic. They couldn’t tell me why they couldn’t insure us. If this isn’t discrimination... I don’t know what is.

if you can ignore their loss adjusters and contact them direct, they do try their best to help you.
They do use bad loss adjusters from time to time, if feel that you have a bad service from a representative, request a new one, or get yourself a loss assessor.
but all in all DL have helped me when I complained to them.

Terrible company which I would not recommend as I have had trouble with both house and car insurance. I found that one cannot get a written answer to a written query but merely a belated response indicating that "a query has arisen ....... please ring". If one rings one is reffered to their web site. Possibly the worst service I have ever encountered

Complete rip off.

Having held my car insurance with direct line for a number of years. At the end of September 2020 I sold my car because I have been shielding since March and have not used the vehicle.

My policy with direct line insurance was due for renewal in November. I paid via direct debit, I cancelled the direct debit five days before the next payment was due. They charged me £52.25 of which £48 was admin fees for cancelling early.

I appreciate that many insurance companies charge fee for early cancellation but this is usually if you cancel the policy within the fist six to eight months to discourage people switching policy mid cover. To have held the policy for just over 10 months, it is a complete Ripoff to charge £48 in admin fees.

My Mother, Brother and In-laws, several aunts and uncles all use Direct Line insurance, from today I will be proactively encouraging family and friends and users of every social media site I have accounts for to move away from Direct Line but of course only at renewal so it does not cost them £48.

Whether Car or Home do not use this Company . We have put a claim in and sent pictures and were told £486. Their Independent Inspections partner came out took a cut of the carpet and measured the room and said its a good carpet worth much more than that. He then said for them to replace the carpet with the laminate would cost £686.00 on top of our £200.00 excess . When we declined to accept Direct Line offered £489 .
Shocking!
Forget the adverts this Company are appalling

Lots of bad press here for Direct Line Insurance, well here is a good experience.
We some how insured our car two times, one company wanted to charge £40.00 to cancel, Direct Line insurance charged me £0.00 - as our other car is insured with Direct Line Insurance.

So good on Direct Line Insurance.
Some happy news for a change!!