Online service rubbish
Supposed online deals are better but no the case, agreed a price deal back in February But on starting it a few days later once car picked up it started a new lower cover policy for much more expensive, direct line customer services couldn’t help as it’s an online deal, disputed online and no response time after the free cancellation date so now paying about £20 more a month for basic cover, get a new car Tomorrow and now the price has gone through the roof, so will get this week out the way then try for better deal as I know I can get it for half price
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Documents
None of my documents will load, after multiple attempts.
App used to work fine but…
App used to work fine but since an update it will no longer recognise my email address so can no longer log in to my account which is kind of annoying for an online only policy for which you’re encouraged to use the app. No notes, no way to raise a support ticket. Very disappointing.
Clunky inefficient and non functional
Awful user experience. Agents don’t have any knowledge. Constantly being batted around different agents and always being asked same security questions again. Phone line cuts out and no call back. App freezes at the worst time. Poor comms. Generally an all round poor low budget experience compared with other insurers.
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Good cover, clunky app
Finding the app very awkward to navigate
Excellent
Firstly I think direct line is brilliant first moved my car insurance and save almost £700 then moved home insurance think it was about £150 cheaper. The app is great very easy to use and understand now not everything can be changed on the app I had to change email recently but a quick chat and it was done. Definitely recommend Direct line and the app. 👍
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Car change
Clear and decisive information with all the pfaff. And a contact to speak with the team provided upon request. Thank you Akhil 👌🏼
Why introduce a new field onto about the policy holder
I have just noticed on my new policy that Uk Residential status has been put on hold- I have never been asked this question and you have chosen to default me to you weren’t born in the uk - Lincoln uk??? Not in the uk this is not good not impressed and am unable to amend
CRASH!!!
Don’t bother doing the online service as it crashes all the time but no one can help because you have an online policy!! What a joke!!
Rubbish App & Company
I took out my car insurance with them and have been with them for a few years but also have my home insurance with them they can’t link the same policy in the app to show both which I think is stupid as you’ve got more then one policy with the company you should be able to see both in the app. This is a new update they need to bring and my score wouldn’t be so low.
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Great APP
Easy to use and navigate
Brilliant company!
I am just so impressed with this amazing company. I have just set up car insurance with Direct Line and have been astonished by the speed with which they have dealt with the issue.
Unable to modify online
Unable to change vehicle online all day
App
No help with changing detail. Being everyday for a week. Going to have cancel and start a policy with a reliable company
Can’t reach anyone
Can’t reach anyone. Cancelled my automated policy. Regardless Direct Line took payment. This was in error, and it was agreed that it would be refunded in full. No refund made, whole system then loops you out if no longer a customer, and I can’t reach anyone.
This is NOT good business and I therefore can’t reach not recommend at all.
This is NOT good business and I therefore can’t reach not recommend at all.
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Mr Jones
Phoned your company on 11/8/26 to change vehicle I asked about changing vehicle registration and there be no charge I have just had to pay £19 00 online accounts we re told it would be cheaper what a complete con
Change of car
Easy to update my new car details to my existing policy & so much cheaper than expected to be
So far so good
Appears easy to use the app so far so good
Terrible service, I only gave one star because it won’t allow me to give zero.
Chat bots that don’t work, then replaced by a person on the chat. That person quickly became a different person, neither of which could really answer my questions.
Absolutly terrible, I will be taking up their option of waiving the cancellation fee !
Absolutly terrible, I will be taking up their option of waiving the cancellation fee !
Excellent
Really helpful assistance