Mrs R Percival
Excellent service ,quick and easy to deal with requests
One of the best
I was surprised at the quality of service and pricing of their policy. It’s not as popular as some of the other policy providers, but they are very well respected.
Ammar
The best service
Admin fee
We are very annoyed to be charged £20 to have reg plate changed to our private plate
Money making con
Awful service change of address costing £180 when holding another policy with another company cost £6 for the change, the car is even safer overnight as now on a private drive, total money making joke
Unbelievable!
I called Direct Line to change my Mercedes GLB to the new-released model to find my new vehicle was not on their list. Their Mercedes list of vehicles is so out of date it is embarrassing. I now have to cancel my policy and go elsewhere!
Quotes
Quote you a certain price one day and then the next day you can’t get a single quote
Utter junk
The recent updates have resulted in an app that is utterly useless. Sign in details are forgotten at random and biometric login then doesn’t work.
When you need access to your insurance policies in an emergency it’s beyond useless.
When you need access to your insurance policies in an emergency it’s beyond useless.
Trying to add a temporary additional driver
App will not allow me to do this. Message comes up saying start date is in past if I click either start today, start tomorrow or manually put in a in the future. Start Help Chat tells me I can easily add a temporary additional driver in in the app with a few clicks. It won’t let me report the apparent fault in the app. As the yanks say ‘go figure’. 🤷🏼♂️
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DO NOT BUY AN ONLINE POLICY
Direct Line Online Chat: Absolutely Disgraceful Customer Service
I have never experienced such a frustrating and disappointing level of customer service. I spent four hours on Direct Line’s online chat trying to make one simple amendment to my policy. What should have been a straightforward task turned into an absolute nightmare.
During those four hours, I was passed between four different operators, having to deal with repeated conversations and wasting an unacceptable amount of my time. All I wanted was to make a simple change, yet Direct Line seemed incapable of resolving the matter efficiently.
Four hours to make one amendment is completely unreasonable. Customers should not have to spend a significant part of their day chasing a company to carry out such a basic request.
The whole experience was stressful, inefficient and deeply disappointing. Online chat is supposed to make life easier for customers, not leave them feeling frustrated and ignored.
My advice to anyone considering Direct Line: think twice before relying on their online customer service. Based on my experience, I would strongly recommend avoiding their online chat if you value your time.
Direct Line seriously needs to review how its online support operates. Passing customers between multiple operators without resolving a simple issue is not acceptable customer service.
Absolutely disgraceful. Four hours wasted on something that should have taken minutes.
I have never experienced such a frustrating and disappointing level of customer service. I spent four hours on Direct Line’s online chat trying to make one simple amendment to my policy. What should have been a straightforward task turned into an absolute nightmare.
During those four hours, I was passed between four different operators, having to deal with repeated conversations and wasting an unacceptable amount of my time. All I wanted was to make a simple change, yet Direct Line seemed incapable of resolving the matter efficiently.
Four hours to make one amendment is completely unreasonable. Customers should not have to spend a significant part of their day chasing a company to carry out such a basic request.
The whole experience was stressful, inefficient and deeply disappointing. Online chat is supposed to make life easier for customers, not leave them feeling frustrated and ignored.
My advice to anyone considering Direct Line: think twice before relying on their online customer service. Based on my experience, I would strongly recommend avoiding their online chat if you value your time.
Direct Line seriously needs to review how its online support operates. Passing customers between multiple operators without resolving a simple issue is not acceptable customer service.
Absolutely disgraceful. Four hours wasted on something that should have taken minutes.
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Response from developer
We're concerned to see this and apologise for the difficulties you've experienced when trying to make a change to your policy. If you'd like us to look into this further, please contact us using the link below. Nathan m.me/directlineuk
Not quite a Direct line
Took out a policy for car insurance through confused.com when transferred to direct line my named driver was missing, I’ve been on chat for almost 1 hour and still no further forward.
Difficult
It’s a bit difficult, there is no automatic acceptance of policy after payment. Why make it so difficult, I am still not sure if I am insured. Plain English is helpful, please try to make your wording easier.
Easy to use
Very easy-to-use app. All details of insurances all in one place and easy to navigate to different policies
Apple Wallet
Add policy to Apple wallet function not working in the app.
iOS 27.0.1
iPhone 16 Pro
iOS 27.0.1
iPhone 16 Pro
Difficult
It’s a bit difficult, there is no automatic acceptance of policy after payment. Why make it so difficult, I am still not sure if I am insured. Plain English is helpful, please try to make your wording easier.
Could be better
Overall not a bad effort. Since one of the many recent updates the “ add to Apple Wallet “ button no longer works. Also when I tried to add feedback about this issue the feedback feature only allows WhatsApp messages. I don’t have, nor intend on ever having WhatsApp so it would make much more sense for it to be linked directly to an email address.
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Response from developer
Thanks for your review and feedback regarding the most recent update. Christy
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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Response from developer
Hi, thank you for taking the time to share your feedback with us. We're sorry to hear you're unhappy with the premium you've been quoted and that you didn't receive the support you were looking for regarding your online policy. We understand how frustrating this must have been, especially when the cost increased from the original quote. If you'd like us to investigate this further, please send us a message using the link below and we'll be happy to look into it for you. Angelina m.me/directlineuk
Very poor service
I was trying to change my car details over to a new car and as your system doesn’t have enough options you won’t insure. It’s the same car I currently have but it’s a saloon and not a hatchback. Very poor service!!!
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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