Direct Line - Manchester

Paul B.

We have been with Direct Line for years but its going downhill rapidly. Prices have increased more than average, and they are transferring to App and automated phone services that are utterly useless. It's very difficult to get through to a human, calls often cut off, the system takes ages to catch up when reply to an action, often getting another reminder when you have already done it. No renewal next time!

Ben S.

I have been a loyal customer of Direct Line Pet Insurance for several years, opting for their highest level of coverage for my German Shepherd. Recently, my dog needed surgery to remove three cysts. I assumed, as many would, that this single operation would involve just one excess payment on my part, especially since all procedures were performed during the same operation.

However, to my dismay, Direct Line chose to process each cyst as a separate claim because they were histologically distinct. This decision contradicted my previous understanding that a single veterinary procedure would result in one excess fee. Had the cysts been categorically reported as 'unknown,' I would have been required to pay only one excess.

Further adding to my frustration was the handling of my complaint. When I reached out to express my concerns, I was met with a dismissive attitude from the customer service representative. The advisor insisted that splitting the claims was standard policy and bluntly informed me that pursuing my complaint further would be "pointless."

This experience has left me questioning the value of my premium coverage and the integrity of Direct Line's customer service practices. It's disheartening when a longtime client is treated with such disregard. I am now considering my options and whether it might be time to look for a pet insurance provider who values their customers and treats their concerns with the seriousness they deserve.

Justine M.

6 months later and STILL waiting
No updates
Disgusting customer service
AVOID!

Richard W.

Awful experience with direct line as it took constant chasing them to get a no fault car claim resolved. In the end it took a few days short of ONE YEAR. They have now offered my renewal at an increase of nearly £200 despite their awful service.

Francis C.

Excellent value, service and support when needed. I've been with Directline car and home insurance since 1998 and cannot fault them. They've been there when my car was written of while parked outside my house. Luckily the neighbours got the reg number (it was wrapped around a lamppost further down the road, so not a big problem!) Directline got a car transporter to my car promptly and landing me a Rover Mini while my car was repaired/replaced.
When I was burgled 5 or 6 years ago they were there for me too, handling the claim and reimbursing me in full. I really have had great service, at a reasonable and discounted premium. They even reimbursed me money for the under-use it's had in the year of SARS2/Covid19. I'd give them 5 stars if it wasn't against my cultural ethos! Recommended!

Ruthin R.

Not sure where to start six months of chasing
Not sure where to start, i have had a policy with direct line paid monthly for some four years. I paid for a premium policy with full legal protection. I am somewhat unhappy by the way i have been passed between direct line and their third party provider, service is appalling.

January 2020 i had a roof leak, called builder who provided a quote and problem was the joint roof area and shared chimney and problem is with both my roof and my neighbours. Spoken to my neighbour and obtained a second quote. The second quote was the same resolution. Then contacted direct line and obtained surveyors report. This report highlighted the same issues in the joint roof area.
I spoke to the legal team in february and followed their three step process. The three step process did not work and as per the legal teams guidance the final stage was for legal representation. Since Beginning of May 2020 I have been passed between Direct Line and DAS legal back and fourth. Direct Line have stated it is not their problem and I need to take up the legal aspect with their contracted provider DAS Legal and Irwin Mitchel. I call DAS legal every week since May and they pass me back to Direct Line, Direct Line then connect me back to DAS legal. Periodically i get an email from DAS legal asking for copies of the builders quotes and surveys which i have already shared with them. I share all of them again and still no contact.
I am into the six months after the roof leak, Direct line wash their hands and saying it is not their problem and I should take this up with DAS legal.
I have spoken every month to Direct Line and DAS legal and spent long time on the phone waiting and still no sight of ownership of the case.
I have been paying for this package and not getting what i paid for.
I have also been asking for a copy of my policy for the last six weeks and not received it from Direct Line.
Very disappointed with Direct Line for not managing their provider or delivering on requests and follow ups.

Geoff W.

Its almost impossible trying to get through by phone to speak to a human, you are just left holding and waiting and waiting and waiting. I want to discuss my account and can't. the advice line does not understand anything

Ben C.

The easiest Company I have dealt with on insurance and would 100% recommend/use them over other firms in this market place.