Direct Line Insurance Group Plc Avis 

Dissapointed!

Considering another company now!

Nationwide Travel insurance is covered by UK Insurance. What a terrible company, you get numerous e mails, to which you cannot reply, consistently asking for more information which has been sent to them on various occasions. I think they hope that people will just give up on their claim which I suspect I will do as they drive me mad.

I recently tried to make a claim, I received incorrect and inconsistent information from staff. There was a loophole I was unaware of which meant I was not able to be covered. It was a massive waste of time and money that could have been avoided if the staff were informed and communicating correct information. I also now don't trust the coverage I have, as there always seems to be a loophole.

We took out travel insurance when we booked our holiday for this year but 2 weeks before we we going the government said not to go so we cancelled the holiday at the cost of half the money for the house we booked to take our family when we have put a claim in fir the other half we have now been told that as there were 7 of us going all our family that they would only pay a seventh of the cost, even though my partner had paid for the whole thing as we do every year they say we are not entitled to claim. Its a disgrace that they try to get out of payment this is because my partner was honest and said that we were taking the family.
I would like to ask them how they justify not paying the full claim but all they say is we wont !

I had been a customer for 20+ years. Asked to transfer it to buildings insurance only when I moved as now renting out the property. I called to switch to a new policy but was left on hold for 45 minutes... still no answer so had enough and decided to look elsewhere. Not only have I saved a large amount of money by changing provider but Direct Lind have charged me to cancel the policy. I just get bored of big companies charging fees for nothing. Enough is enough. They will never get a penny from me again.

Oh dear, I thought Direct Line were a reputable and reliable company. If you are looking for a home insurance quote, DON'T WASTE YOUR TIME; there are many other companies out there who are much, much better.
My renewal quote from another company had gone up by about 30% for no known reason other than perhaps Covid. No changes or claims on my part. I have shopped around and had no problems. I also tried Direct Line. After following their website questionnaire, it said they were unable to quote online but please call the following number and they would help. I did. We went through exactly the same questions again. If there was anything different, my answers were standard with no surprises or claims. After 30 minutes or so, I was told they were unable to quote. I asked the reason. The (pleasant) call handler told me he did not know and could not give me a reason. I asked for a supervisor to call. Again, a very pleasant person called back but could give no reason and was not prepared to contact Direct Line underwriters to find out why.
There is a real problem with the Direct Line online quote system that does NOT explain what risks are not acceptable (mine are pretty standard). There is a real problem with Direct Line underwriters who seem to grand to answer any questions.
So, as I said, please do not waste your time with these insurers.

Awful. got a quote for 650 two days ago, and today first I cant retrieve it, then the site keeps crashing, then today the quote is 830. Total rip off

27th sept. went to bed yellow storm warning in place. woke up 30th sept. to find water dripping through the ceiling after torrential rain and strong winds all night. checked the loft and found pieces of roof tiles lying about where they had fell through the membrane after breaking due to the storm. put a claim in and a week later a loss adjuster turned up. he emphasised that he was totally independant of the insurance company and he was here to help. couldnt help noticing his nose was growing by the minute. needless to say my claim was declined and the cause of the damage was wear and tear. he suggested at one point that the roof tile could have been broken by someone walking on them. after checking with my neighbours we concluded that no one was walking on my roof in the middle of the night in torrential rain and high winds. this was my experience with this bunch of cowboys. my home and car are covered by this company but come renewal no more, dont touch with a bargepole. sooner have the virus

Drainage problem..septic tank just stopped working !
DL appointed expert sub contractors survey and state you have a valid claim.
Two weeks later DL appoint yet another sub contractor whose website states " they work with insurers"
No valid claim!??
Claim refused !?
DL send the second survey...no claim .
I ask their claims handler for the first survey.
She made all the excuses...
Very busy ....Covid.
Trying to help.
Just "smooth" talk on the phone.
What first survey?
Then, too big to email??
Please post .....
Leave it with me..
Two weeks later I call again.
She sends pasted sections of the first survey.
I ask to see the original.
Eventually it comes.
I note that her pasted version leaves out the Conclusion statement of "valid claim".
I suffered insulting procrastination, deception and devious practice. ....and dishonesty.
I complained to their "Customer Complaints "
The fact they said she had done nothing wrong indicates a Culture of Claim Avoidance.
The CEO of DL endorsed the behaviour of the claims handler.
They just keep getting surveys until they avoid paying out...

Warning do not trust or use this company, having taken their top policy costing £1,000 per year, have used every excuse under the sun to not pay out. From the storm wasn't strong enough to damage a health tree, so the tree falling and damaging fence, shed, lawnmower etc. Even if it was we only cover storm or tree damage on a case by case basis.
IF YOU USE THEM YOU WILL NEVER GET TO CLAIM

Our travel insurance is packaged with our Nationwide Flexplus current account, underwritten by UKI under the umbrella of Direct Line. I claimed the value of a villa deposit only, having had a refund of flight cost from EasyJet, on June the 6th when they promised to review it within 28 days. On the 24th, I was asked to advise who cancelled the holiday - was it ourselves or the Villa owners. Also asked to provide written confirmation that they will not provide a refund. These Docs were uploaded next day, another 28 day notice. I then had v. suspicious contacts by phone and email purporting to be them on 15.7. Neither Nationwide (Who deny responsibility) nor UKI (Who
don't answer) can tell me if it was them or not. I have made a formal complaint.
On 8.8.20 (45 days on) I received an email/text informing me that more information was needed but it did not specify what! A phone call resulted in a row with the girl on the other end because she was asking for things they had already been given weeks ago and others e.g. my NHS Shielding letter, that were irrelevant, given FCO advice not to travel. She retracted on some but still wanted the Flight Invoice (Not claimed for), confirmation of number of people booked into the vIlla (irrelevant as it is a single charge however many people) and written confirmation of who cancelled it! I am in the process of supplying these but it seems to me that this is just Delaying Tactics, pure and simple.

great just insured my new car in under 5 mins

This review is specifically about customer services. After submitting your review Direct line send in customer services to attempt to limit the damage . They pretend they are going to help you and even go through a few motions of helping out. Yesterday I had to give details of the accident for identification.

This list got longer and more specific eg the date of the accident had to be in a certain form and so the correct date I gave was rejected. Then I was told to submit the location. I was told my answer was incorrect. But I still don’t know what she wanted eg the town, the road, the post code, the borough or all of these. When I asked for clarification the advisor went missing. I have made an access request for the file( redacted obviously to reflect my data only ) and I haven’t had a confirmation that this will be arranged.
So can I have this confirmation? Can you also send over your customers ‘evidence’ as It’s a year late !

Not impressed. I have contents and building insurance plus and emergency cover. Came home today to find water coming through my ceiling due to unusually heavy rain. After being passed from pilar to post... roofs and leaks are not covered by emergency cover! Has to be buildings cover and was told only open 9-5 phone in morning...gave me an emergency roofing company number to call..checked area code..it was 200 miles away! Also he could not tell me if I was covered by buildings insurance as he was only night staff!Absolute joke...customer service is shocking! This is 2nd time I have experienced this with Direct Line.I wish I had not insured with them.Found someone myself to fix minor problem with roof! Pointless having insurance with them.Very dissatisfied.

I have travel Insurance through my Nationwide account. The inderwriters of the Insurance are U K Insurance Limited who come under the umbrella of Direct Line. I made a claim back in June and have passed all of the requisite documents they have requested. I have tried several times to phone them but all I get is recorded messages. When I finally got to speak to someone they said I had not sent them the documents. I saved the documents I sent and my responses are visible in the open text box of their form. I have now been on the phone for over 2 and a half hours waiting for someone to come back to me. If they do not I will make an official complaint to the Ombudsman. Why can't they give you a truthful answer to questions. I have been cut off twice before when calling them. They obviously have no respect for customer services. I would advise anyone who is thinking of taking out insurance with this company or others linked to it to seriously reconsider it. Insurers are always going on about fraud. Well look long and hard at yourselves because you are defrauding your customers by not giving them the courtesy of a decent service. I am going to tick the boxes below to pass this complaint to Direct Line but I bet their CEO doesn't get to hear of it. Please feel free to reply to me.

I have Home Insurance Plus. I had a leak on a toilet on a Sunday, I called the help line and they sent out that day someone from Dyno Rod who sorted my problem. I was really impressed.

I have been with Direct line Home insurance for 15 years , paying on Average £45 / month for my home insurance . That’s about £8000 , I have never !! Made a claim . I have recently retired & I am about to move into rented accommodation , I called direct line home insurance today to cancel my direct debit & my home insurance , I am paid up until the end of this month .
Direct line home insurance tell me that I have to pay a £46 cancellation fee , because I’ve cancelld 1/2 way through the year ...... DISGUSTING !!
I will not be using this company again .

Always excellent customer service
2nd year car insurance great price & lower this year

we have been a loyal customer for direct line insurance for 30 years. we have recently discovered we have been paying 4 times the amount we should have been paying for car insurance, it was already over priced and they kept increasing the cost. we have never had an accident, never claimed in all the years of having this insurance and yet for a very old car with no resale value driving by a 60 year old man, they were charging us £115 a month for car insurance. we can get a deal through numerous other companies for between £20-£30 a month. this is what i would consider almost criminal and we will be looking at our legal rights. i just wanted to warn others out there about this. also to warn others check each year with increases.

Thankfully I haven’t had to claim, but have had to make several changes to my policy and it has always been very simple and I’ve never been charged.