Do you agree with Direct Line Insurance Group Plc's TrustScore? Voice your opinion today and hear what 175 customers have already said.
Direct Line Insurance Group Plc is an online company. Based on 50 reviews on TrustPlane, it has an average rating of 1.3 out of 5 stars. Last reviewed March 4, 2026.
I have been insured for home insurance with Directline for many years without claim. This year's renewal has been offered for over ,£464 from £344 last year. I rang up to complain but was only offered £30 discount. Absolutely disgusted and disappointed by service. Will look elsewhere. We are not valued.
Received renewal for house insurance Directline wanted £527 for a 3 bed houce in low risk area. Told them to stick their insurance where the sun doesnt shine. Did a search and taken out insurance elsewhere for £169 with same cover
They scammers. Was traffic accident I ts wasn`t my fault but they charge from me £100. Absolutely criminal and was very rude from phone
Car insurance - unsettled claim 12th July 2024 pulling into a parking slot at a Tesco store car adjacent to me opened his car door onto me as a pulled up - less 0.5 m to stop No damage my car - slight damage to other partyTo this date 20th Oct 2025 no settlement to the claim. I am not claiming anything. Other party car has been repaired as passed MOTDirect Line - did not contact other party in over 1 year. Direct Line - Did not contact only witness for a statement. Direct line has not contacted meDirect Line : Have kept my car insurance premium high and above the correct level as the case is considered 'left open' - and while open they charge high premium. The case is left open since Direct Line wont deal with it. I Cannot change the insurance I have a protected no claims cover - what a laugh - it means absolutely nothing.When you ask to clarify what is meant by "Protected No claims" it is made clear they are recording the conversation.In 18 months they have done nothingDo not go with Direct Line insuranceIf you ever have problem they you are on your ownSupport - Useless Do not expect anything with protected No claims - Direct Line
What a shower!! Tried to cancel a house insurance having moved house. Got nowhere on chat so decided to ring number given on their site. Got the message “ you have dialled incorrect number”01132925555 not obtainable FFS.
Conscience
Not to add to your misery but I’ve had home insurance for the last 30 years without ever making a claim. We had a water leak and I contacted direct line who were absolutely useless. And apart from Making me feel like I somehow in the wrong for calling them. It was an enquiry. The lady started telling me I had not ticked the correct boxes that asked if I’d made a claim in the last 5 which I hadn’t it was a roofing enquiry 5 years ago that I did not claim on but also the form I found out now asked if I’d made a claim in the last 3 years actually. I have or had a home insurance plus policy with emergency cover and you said there is nothing you could do. Crazy and unlucky for you that I was 5 days from renewal. Cancelled and gone with an insurance company that actually seems to care about their customers
Just did the usual comparison websites for car insurance renewal and for the 1st time in 20years also got a quote from Direct Line. 425% higher than the average quote.Never again.
This is a personal review for a particular member of staff - Carly who dealt with my pet insurance claim. My dog's premiums are hefty and I considered cancelling the policy after a paultry settlement for a claim of over 1k. I decided to call them and request a breakdown of their costs as I was curious to know how they had arrived at this figure. I did just that and spoke with Carly who couldn't have been more helpful and friendly. She promised to call me back as soon as she had the chance to look into the matter and was as good as her word. In fact she went beyond my expectations and discovered that part of my claim hadn't been processed (!!!). I received a payout which I was more than happy with and am quite delighted with her help to be honest. To think I had been putting it off, fearful of an unpleasant defensive conversation. I couldn't have been more wrong. Thank you so much Carly for making my day.
Avoid This Company at All Costs – A Complete Scam!This company is an absolute disgrace! Do NOT, under any circumstances, take out insurance with them. They send out so-called “tradesmen” who are completely incompetent and seem more interested in scamming customers than actually fixing anything.For the past four years, they have repeatedly tried to con my parents, sending out engineers whose only goal is to condemn the boiler rather than repair it. They wanted to force us into unnecessary replacements instead of doing their job properly.I refused to accept their blatant lies, so I got an independent engineer to assess the issue. Surprise, surprise—he was able to fix the boiler for just £350, proving that their “beyond economical repair” excuse was pure nonsense.To make matters worse, I have contacted them SEVERAL TIMES, submitted all receipts, and yet they keep asking for more information instead of paying out. It’s nothing but delay tactics and a complete refusal to honor their insurance obligations.I am now completely out of pocket, and thanks to this awful company, I’ve had to pay for repairs myself. I am also a Direct Line customer, but after this experience, I will be cancelling both policies immediately.DO NOT TRUST THIS COMPANY. They are con artists who take your money and do everything possible to avoid paying out. Think twice before falling for their scam!
Discrimination against young drivers is DL policy Avoid this company They Would not even discuss a20 year old being added to my car insurance For a Week, whilst she needed another car after hers was in for a breakdown . She missed a Weeks work consequently She has a clean licence and no claims How are young people to improve their skills if insurers won’t allow them to drive ? The DL interfacing staff are largely based in South Africa So people are supporting the SA economyBy insuring through these unpleasant money grabbers who pretend they are assisting UK Growth but actually seeping cash away from the country
Recommended by RBS when took out mortgage, critical illness insurance. Paying over the odds for it but gave peace of mind. Never claimed on it, which I'm grateful for, but today I received a letter, after paying this for 16 years, to be told critical illness insurance doesn't serve them well now so they are cancelling my policy. At a time when I'm more likely to need it. What an absolute disgrace of a company. Disgusting. Don't use them and shop around, I wish I had, you'll get it cheaper and probably a better service
I have tried all morning to get a vehicle insurance quote from D.L. without success, I have been told to ring their premium rate number at 65p per minute instead. However, having read all the one star reviews, I am glad to be going elsewhere. And no stars awarded.
I have just received my insurance renewal for my car I paid in 2022 £250 fully comprehensive cover that has now risen to £760 over 200% increase in two years I implore you before you insured your car look at the compare sites I have saved over £200 and I have THE SAME cover
We have had trouble with our bathroom which has gone into our hallway we put a claim in as usual they are trying to find a way of getting not to pay as much this has been going on for nearly 4 weeks now what a joke we are on our 4th visit looking at it we paid for a independent company leak detection U/K yesterday very helpful now today we have polygon out when it first happened we had no toilet so what did we have to do sort a portiloo out what a service word of advice do not use direct line they are a joke all we do is phone calls after phone calls and getting nowhere . My wife goes into hospital on the 20th of this month I thought it would be on the way to be sorted ha ha she cannot come home to this mess what do you have to do I feel they only want your money but don’t like paying out on a genuine case .
Horrified with shark tactics of this company.I have been a long standing customer for over 10 years, my wife’s insurance has gone up by 42% with no claims. Other insurance company’s are quoting prices at 35% less,managed to get a very small discount - disgraceful !
Wow what sort of insurance company doesn’t cover a water leak from a shower waste in the floor - not available to inspect to ensure it’s in good working order. So basically you need to take up your shower floor or ceiling below to check all your pipes are in good working order every couple of years or you aren’t covered! Who does this????? We have 5 policies with DL - they will all be getting changed !!
This company has really gone downhill - used to be professional and responsive!Have been with Direct Line (house, contents and both cars) for over 20 years - now looking for another provider.Had accident in mid April - Car parked and we weren't anywhere near the car, but provided DL with contact details of witnesses and details of other party. Claim 213480437Our Policy covered like-for-like replacement car whilst our car is being repaired - Direct Line now won't provide a like-for-like vehicle but seem unable to tell us why not.Contacting them by phone has been a 'no go' - no-one seems to know anything or be remotely interested!Sent a formal complaint on 24.05 but was not acknowledged until today 30.24. Now told will have to wait until 24.04.24 for a complaint response. Our car is still waiting to be repaired!Can't get our head around that this was a straightforward incident in mid-April - we contacted Direct Line immediately with details of accident and yet Direct Line is refusing to honour their own Policy!All-in-all, what a total shambles!
Oh dear, doubling my partner's insurance premium (with an exemplary safe-driver record) suggests an insurance company in real trouble. Also suggests that claims will be a hard-fought battle to get what you're paying for, so not even worth the haggle.Noting a new industry-governing ruling that insurance companies must not charge more to existing customers for premiums that would be offered to new customers, appears to have been leveraged by simply charging existing/loyal customers the same as though they were new customers.A quick search online and no surprise that my partner literally halved her 'new customer' insurance with another provider - similar to many other insurers.'Nuff said... Bye bye DL 👋
I reported 12 days ago that my vehicle had been damaged by a food delivery motor cycle rider and that my vehicle was badly damaged, so I have spent 12 days waiting for the repair company to come and take my car to get it repaired, as a Motorbility customer I clearly need a replacement vehicle, and as of today I still don’t have a replacement vehicle despite repeatedly calling them and them telling me that eurocar was providing me with a courtesy replacement vehicle. I have just tried calling them back to inform them that the vehicle has not arrived and they are closed until Monday!! Dreadful service and no one to speak to, my car is leaving on Monday morning for the repair work and I have no other transportation and I am disabled!!!
According to TrustPlane, Direct Line Insurance Group Plc has a 1.3/5 rating based on 50 verified reviews as of April 2026. Source: trustplane.app/company/u-k-insurance-co-uk
