It’s an okay insurance company. I have had home insurance with this company and car insurance. They are perhaps very much a ‘hands off’ company as far as customer care is concerned, also with dire... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Very helpful on resolving my issue with renewing car insurance ,could not fault operator who took my call But would have preferred best quote first without having to phone
Company replied
After telephoning saying could get cover cheaper was offered it at better price which i accepted just thought could have done this price in first instance
Company replied
Searched saw what I liked eventually and settled on this insurer, as it seemed so easy to organise; the price and policy I chose was ideal for my needs as well
Company replied
Company details
- Insurance Company
- Auto Insurance Agency
- Home Insurance Agency
- Pet Insurance Company
- Travel Insurance Company
Written by the company
Direct Line has been insuring cars for 40 years. From small beginnings, we’re now one of the UK’s biggest insurers, with more than 10 million customers. We offer a range of products, including home, pet, and business insurance, that you can get online, on our app, or over the phone. For many years, we prided ourselves on only dealing directly with customers, but as insurance has evolved, so have we, and you can now buy some of our policies on Price Comparison Websites. We always put our customers first, that’s why we make it easy to manage your insurance online so you can spend more time on the things that matter.
Direct Line
Written by the company
- Direct Line began an insurance revolution. We started from scratch in the UK in April 1985 with a single product – car insurance, and just one way for our customers to buy – over the telephone. It was a revolutionary time as out went the middlemen, the forms and the jargon. In came speed, simplicity and a common‐sense human touch. And today we’re still revolutionising insurance. We have over ten million customers and a broad range of products and services over the phone and on the Internet.
Contact info
United Kingdom
- www.directline.com
4.3
Excellent
31K reviews
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All ok no problems
19 May 2026
Reply from Direct Line
We are glad to hear everything was satisfactory. Thank you for your positive feedback. Alex
Very easy and good value
19 May 2026
Reply from Direct Line
Glad you found it easy and valuable! We appreciate your feedback. Nathan
Found it easy to get a quote
16 May 2026
Reply from Direct Line
Hi Robert. We're glad getting a quote was easy. Thank you for the five-star review. Nathan
Reply from Direct Line
We are delighted you found our service simple, straightforward, and good value. Thank you for your kind words. Nathan
Reply from Direct Line
We're glad you enjoyed your experience. We appreciate your positive feedback! Nathan
The adviser was very supportive and…
The adviser was very supportive and helpful. Because of the adviser, I stayed with Direct line. Otherwise,
I was going to leave this organisation as the money was too high. The adviser reduced and it was what I would afford.
She was brilliant and thoughtful.
19 May 2026
Reply from Direct Line
We are so glad to hear our adviser provided such supportive and helpful assistance. It is wonderful that we could address your concerns and retain your business. We appreciate your kind words. Nathan
Really easy to navigate the website and…
Really easy to navigate the website and find the right cover. No hidden fees.
13 May 2026
Reply from Direct Line
We're glad our website was easy to navigate and you found the right cover without hidden fees. We appreciate your feedback. Nathan
Reply from Direct Line
Thank you for your kind words and for the five-star review. Nathan
Storm damage not covered.
As a Direct Line customer I have paid into a home Insurance policy with Direct Line for multiple years. During storm Dave in April my garage roof was badly damaged. I provided the insurer with a builders report and quote for the repair. I have evidence of the structure before and after the event. In the evidence you can see the roof is in a good condition before the storm, after the storm you can clearly see the storm damage. The builders report I have states the storm caused the damage to the roof and details how it happened.
This was my first claim with Direct Line, they have declined my claim. Siting existing damage to the structure is not covered. The evidence I have clearly indicates it was all due to storm damage. No existing damage was present.
I will be taking my claim further.
19 May 2026
Unprompted review
Reply from Direct Line
Thank you for sharing your experience. We are sorry to hear about the damage to your garage roof and the outcome of your claim.
I’ve left a link to our website below, where you can raise this as a complaint and find more information about our complaints processes. We have several ways to raise this, including an online complaint form available on the site. Once we’ve received your complaint, one of the team will be in touch to try and resolve this with you. Nathan
https://www.directline.com/complaints
Reply from Direct Line
We're glad to hear the service was helpful and efficient. Thank you for the five-star review. Nathan
Very quick and easy to get the right…
Very quick and easy to get the right insurance would highly recommend and very cheap to I was surprised how cheap it was very happy customer
16 May 2026
Reply from Direct Line
We're so glad you found getting the right insurance quick, easy, and affordable. Thanks for your recommendation! Nathan
Reply from Direct Line
We appreciate your feedback. We are glad we could provide good service. Nathan
Appalling.
Appalling.
Trying to ask for simple policy amendment but due to off shore call centres they did not understand. Eventually they just hung up.
19 May 2026
Unprompted review
Reply from Direct Line
We’re sorry you had trouble making a change to your policy, Matthew. If you send us a message using the link below, we’ll be happy to help. Nathan
m.me/directlineuk
Reply from Direct Line
We're glad our service was easy and stress-free for you. Thank you for the five-star review. Nathan
Fairly competitive price in today’s…
Fairly competitive price in today’s market. Let’s hope I will not have to test it.
14 May 2026
Unprompted review
Reply from Direct Line
We appreciate your feedback on our pricing. We hope our product meets your expectations should you need to use it. Nathan
2 claims
Have made 2 claims and both sorted out with 1 phone call. Both times had the car picked up by the garage and a courtesy provided.
19 May 2026
Unprompted review
Reply from Direct Line
We're so glad to hear we could assist you efficiently with your claims and provide a courtesy car. Thank you for your positive feedback! Nathan
Reply from Direct Line
Hi Chris. We're so glad you found setting up your deal easy and hassle-free. Thanks for the great review! Nathan
The price was very good
The price was very good. Very easy to complete through there website.
14 May 2026
Reply from Direct Line
We are delighted you found our pricing excellent and our website easy to use. We appreciate your feedback. Nathan
Tricky renewal but fair resolution.
Edit: Nathan/Paddy of their messenger support did a very good job to rectify the issue and restore my premium as rectify any other complaints. My perception of direct line support and level of service as been restored.
Companies are getting worse to deal with. I tried to edit my policy to add my minor motoring offence and added all details before the renewal date. I also rang them to inform . And yet it renewed without these details added .
Now when I go to check why ita been billed without the slight increase if now what's to add on another £60 to the premium .
They made it difficult to make these changes through the app and then didn't add on the details I requested. And then after the renewal date want to drastically increased
19 May 2026
Unprompted review
Reply from Direct Line
Hi Alex. We're concerned to see this. If you would like us to look into this further, please send us a message using the link below. Nathan
m.me/directlineuk
Simple process to follow
Simple process to follow, took a minimum amount of time to complete my purchase
15 May 2026
Reply from Direct Line
We're so glad to hear your purchase was quick and easy! Thank you for your kind words. Nathan
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