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25/05/2010 Completely incompetent all departments. There was no comunication with me at all and when I phoned them they had completely wrong information on record, had not bothered to ask me what happened. Twisted everything I said, took the drivers word against mine and my 3 witnesses were no good because I knew them. They have paid out for damage that couldn't have occured and didn't exist. Will be moving as soon as I can. Other members of my family are moving house and car insurance this week. Totally useless.

28/02/2010 I cancelled my policy when I found a cheaper one that they could not match. I ended the agreement on the phone and thought no more of it. Now they are sending bailiff letters for £24 they forgot to settle when I was on the phone.

27/02/2010 I cancelled all my direct line insurances because I left the country. There are no international contact methods, they wont talk to anyone else and even though we owe them nothing they have set debt collectors on to get money I dont owe and are now threatening to take me to court and I cant defend myself because I cant contact them from out here.

21/02/2010 When I had a motoring accident (which was clearly not my fault) involving another car that was also insured by Direct Line they invented a witness that said it was my fault to avoid paing the cost of repairs for the two cars.

26/01/2010 26/1/2010 Direct Line pet insurance, they have told me it will take 23 working days to settle my claim, due to Christmas, bad weather etc, As my claims will be ongoing, I am going to be racking up large bills and credit card interest due to slow settlement. Their problems are not mine, all I want is good service and it is up to them to sort out staffing problems. If my firm told clients we couldn't deliver due to problems this end, they wouldn't be our clients for long!

23/01/2010 Direct Line are great when you're at the quote stage, but beware, their low premiums come at the cost of a high excess and other insurers are at least 50% cheaper. Their customer service is appalling - they give completely incorrect info, are patronising and don't keep you informed. This year they have cost us £618. Not much point in having insurance really when you add that to the premiums they charge. I shall be moving my insurances to companies that charge fairly and provide good customer service - they're strap-line "A Good Deal Better" is laughable.

27/10/2009 you know all you have to do is do a company check at local library which shows names and addresses of directors and owners and then chase them up with your complaints. They don't like it, being bothered at home after they have ripped you off.

22/09/2009 Direct Line advertise that named drivers acquire their own No Claims Discount (NCD). I've been a named driver on my mum's Direct Line car insurance policy for two years. However, after purchasing my own policy with them online, I was asked for proof of my NCD entitlement. I called them and they informed me that it's not a full NCD I get from being a named driver, but a lesser 'Named Driver NCD'. Looking back at their marketing material I can see how the wording states this, but I don't think it is completely clear that it isn't a full NCD. However, I should state that they were still the cheapest insurer for me, even after paying an extra premium. We have also used their breakdown cover in the past and find them to be very efficient.

01/09/2009 2 years to settle a claim for a TV. Seriously, I started the claim 2 years ago and every few weeks I had to ring up to say "what's going on?". Just received the cheque today.

12/08/2009 rude & un helpfull . I was going around a bus on a normal road was clear behind and in front so as i was going around the bus a car came from behind and attempted to over take me overtaking the bus we collided his left hand side bumper with my driver side rear wheel arch and i am loosing all my no claims and I am being held responsible how is this sain?

08/08/2009 On cancelling a policy with Direct Line they are refusing to send proof of no claims discount. My new insurer has put a time limit on how long I have to produce evidence. Direct line now insist that the no claims proof will not be given until a final payment is taken form my account by direct debit - weeks after the evidence is required. This is not only a dirty trick, it is cheap and dishonest. They do not show any evidence of you NCD on any documentation at all and are incapable of using email. This is going to cost me hundreds of pounds. Your No Claims Discount is actually the real cost of insurance. A higher premium is your penalty for claiming. Why do we allow ourselves to be ripped off so easily?

20/07/2009 Really concerned that after 13 years Direct Line are telling me that they do no accept my no claims discount from my previous insurers for my van, well already have my car with them, but both will go elsewhere in future! My previous insurers furnished the standard letter accepted by all and legally binding but they are refusing it as proof, now they increase my insurance by £139+ on my direct debit, what the hell is going on!?

17/02/2009 we were given voucher by independant insurers (used by Direct Line) but only nominated retailers could be used. when we went in to purchase our replacement carpet we were treated like dirt because they knew that a sale was secured. we complained to direct line and said we had chosen to go to a local small independant retailer with manners and first class service but because they were not part of the independent insurers list we could not use them and if we did choose to use them we will have our claim would be reduced by 15%. no wonder small buisinesses go out of buisiness. you may ask what we are prepared to do, well we are taking the 15% cut and supporting the smaller retailer because he was polite, curtious and genuine.

13/12/2008 never use again im in the motor trade and direct line were the industry standard to beat, well not any more. they have bad customer service and there approved garages are really poor - my wifes car had bear metal badly fitting panels and direct line did not want to hear or help. this is when you find out how good your company is when you need them?

01/11/2008 Very vague - "up to" 10% discount? Get "a discount" for insuring more than one car - yeah, but how much of a discount? Probably just to try and get you to fill in the quote form which I did, and got an expensive quote. They harp on about how younger drivers are a higher risk but their quote form only asks if you've been driving for "over 3 years" or not. Surely someone who has been driving 11 years is less of a risk (and should get a cheaper quote) than someone who has only been driving 3?

24/10/2008 Site was really easy to use. Form to get a car insurance quote wasn't too long either and there was only one box to tick to say I didn't want to be spammed, rather than the three or four that a lot of companies have. Their quote was among the lowest that I've had so far, but I'm planning to get a few more quotes before I make a decision. The site said they offered "up to 10%" off for buying online but didn't explain what level of discount I'd been offered or what you had to do to get the full 10% off.

07/10/2008 Don't like these guy's claims department at all. I felt pressured into accepting blame for an accident that wasn't my fault. The guy on the phone started telling me about how I have to keep coming out of work to testify in court for them and that my legal costs could surpass what I was covered for. I took the blame and lost my no claims bonus. He seemed to be saying that unless Direct Line have a 99% chance of fighting a claim they won't bother trying.

30/07/2008 5 months to sort out a home insurance claim for a TV and camcorder and then they get snippy with me for replacing them myself and demanding the money after all that time! They've refused to pay me now. I've started moving all my policies to other companies.

10/06/2008 Already have Directline car insurance so I thought I would check them out for pet insurance too. I wasn't disappointed as the price was really quite cheap! I also liked the way that all the important info you needed was highlighted in red to make it clear. The main problem with the site as far as I could see was that it was soooo slow to load pages. Also my only real complaint about the policy as a whole was that the vet excesses of £70 I thought were quite expensive. I would gladly have paid a little extra each month to reduce these but it wasn't an option.

08/06/2008 As is to be expected, this is a comprehensive insurance website. Its pretty easy to find the type of package you need, and there are useful links between options to remind you of other things to think of. I found applying for a car insurance quote time consuming as the pages load slowly but the amount of information they require is reasonable.

24/05/2008 8 weeks after getting hit in the back by another driver - I've paid the excess to get my car back. The other driver accepted liability and told their own insurance company the same day. I know them, and I trust them. Direct line tell me the other party haven't accepted liability yet so I can't get my excess back.