I have to give Direct Line Insurance 1 Star, only because I can’t tell you how useless they are unless I give them a star, or in their case more of a black hole. A website that is unusable & telephone staff that are just plain rude. We shall be looking elsewhere.
I've had a good experience for the last few years until it was time for renewal. The price for just contents insurance had absolutely skyrocketed to a ridiculous amount. Received multiple letters. One was the documentation for renewal and the costing. The other letters stating that they can't get hold of me. They've got no contact information and emails are bouncing. This information hadn't changed not only that as a company, you are still sending out letters stating you are going to take money even though you're also on the other hand telling people you don't have their contact details but are still managing to reach them by post. That seems mad. There was never any contact made by email or phone only by post. Again, this information hadn't changed. I then called to cancel my renewal was still charged and then refunded promptly. However, along with that letters again were sent in the post. Again multiple letters. One being information regarding the renewal which I had just canceled but had been made aware that this letter would still arrive. Another one stating that the service had now been canceled and another one stating that they had been trying to reach me but with no success and phone calls and emails were bouncing. I had literally just called to cancel the service again. None of this information had changed since joining. There has been no attempted to contact made other than by post. But you still think it's okay to take people's money even though you are also stating at the same time that you can't get hold of them and the information you hold on file so you say is incorrect. It's just wrong. It's also madness. You should not be taking people's money if the details that you apparently hold on them are bouncing and are incorrect. Surely this would also make for an invalid insurance policy. If you apparently don't stole the correct information on a person and their insurance.
Having suffered damage to our property by a vehicle insured through Direct Line, their loss adjusters Artemis UK are failing to compensate us in full for the reinstatement costs. Arrogant approach taken by the agent and unwilling to acknowledge legitimate questions. They have repeatedly failed to demonstrate an ‘unwavering commitment’ to realise their clients obligations and thus causing preventable stress. My partner also suffered personal injury resulting in admission into A&E a fact which has not even been acknowledged by Direct Line.
21 years of being a loyal customer but cancelled all car insurance due to hikes in premiums which made no sense, high admin charges which other companies don’t use and a very difficult to use online account that always seemed to advise you call them. I could list so much more. Tridc GoCompare, literally saved hundreds of pounds and it was very straight forward. Very sad to see what was a good competitive business become the company it is today.
Worst insurance company ever , I got hit by one of their clients .... took 2 and half weeks , for their assessors to not look at the car and then scrap it ..... got paid out , went looking for another car , for some reason I didn't get finance for another car , couldn't work out why . Found out direct line had not paid my finance company . 21 days after they posted a cheque ..... I mean it is 2025 , they take EFT payments ,,,, but can't make them ,,,, if you are in an accident and they use Direct Line , don't I repeat don't, get involved with direct line , let your insurance sort it out ..... always wondered why they offer £500 to do the claim with them ..... level of incompetence borders on artistic.. there is no professionalism, the only thing that works there is their customers service, due to the amount of issues they go through ... now today I have to waste my time yet again , because the finance company has taken the payment out of my account , so I have to call Direct Line again to adjust the cheque because the settlement amount has changed , because I had to pay something that was supposed to be settled 3 weeks ago . Directline is just tiring to deal with ,,,, get your insurance to deal with them never to it yourself .... total waste of my time , then they get their complaints people to bribe you ....... stop bribing people to keep quiet , stop giving £500 to get customers over to you .... invest that money into your staff , make them better , stop wasting money on Winston wolf adverts and invest in your company..... ( this is the first negative review I have ever left )
been with them for years never made a claim ,my frezzer packed up all my food i had to throw in the bin ,i filled it up ready for when i come out of hospital next month to save asking anyone to shop for me ,i am no spring chicken anymore 73 age ,been trying 4 days to speak to a human with no luck ,my next step is there head office in brum ,they are a waste of space
Appalling House Insurance "plus". Just don't make a claim !! The personal and cultural standards of their deceptive and deceitful "claims handler" will astound you. Anything goes to avoid paying out!!! Disrespectful to those of normal,decent, honest standards...... The claims are actually handled by UK Insurance. .....they have around a 2 star rating on Trustpilot.... Cheap and nasty... AVOID AVOID.
I have insurance with them and they didn’t add my car on data base and police seize my vehicle and night time no one at insurance company to help you . Paid 50 for taxi home plus will be paying for recovery charges . Direct line full shhh
Direct Line Insurance is located at Direct Line House, 10 Livery St, Birmingham B3 2NU, UK
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