Van Line Direct was an easy site to use & complete an application form for van insurance. I received a couple of confirmation calls & the agent was polite & efficient. The quotes were competitive &... See more
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Review summary
Created with AI, based on recent reviews
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Quickly sorted a change of policy because my age required it. Factored in mileage and found something cheaper. Overcame all the difficulties the payment system presented. Young woman sorted and... See more
Company replied
Did the job in the end, the only bad was the internet kept going down when on calls so I had to keep calling back.
Company replied
Overall all very happy with the service provided. The team were quick and efficient to get the policy over the line. I spoke to Billy Simmonds who handled the process very professionally. Thank you
Company replied
Company details
- #209 of 226 best companies in Insurance agency
Written by the company
Time is money - save both with Insurance LineDirect. Want to save time and money on your van insurance? Well that’s exactly our aim here at Insurance LineDirect. With a large panel of top UK van insurers to choose from and a UK based team of dedicated insurance advisors to search for the most competitive rates, we can make buying your van insurance a quick and hassle free process.
Contact info
United Kingdom
- vanlinedirect.co.uk
4.1
Great
12K reviews
Replied to 94% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Good service but they kept ringing back…
Good service but they kept ringing back for several days as I registered a call back once!
29 April 2026
Reply from Van LineDirect
Dear Duncan,
Thank you for your review.
We are pleased to hear that you received good service, although I am sorry that the follow-up calls became frustrating. We appreciate your feedback and will take your comments on board as we continue working to improve the customer experience.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Reply from Van LineDirect
Dear Brian,
Thank you for your review.
We are delighted to hear that you found the service excellent and well worth the call. We really appreciate your kind feedback.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Having to write another review
I left a review on here stating facts about my experience with van line direct within 48 hours of taking out my policy. I was totally honest with how I was treated by the call handlers at their call centres including being hung up on twice and spending 3 and half hours on the phone to get told that the recording of the original call was too robotic for the lady to hear it. Spent all day yesterday waiting for a call back from the same lady but by half 5 I was ringing them up again to actually cancel my policy and get my money back as it’s well within the 14 day grace period. Their service needs to be overhauled completely and new staff trained in the ways of great customer services the original review I left has been flagged by VLD and not once did I actually put anything that is not true into my previous review. I was litually going to amend the review today as they have sorted it out on their end yesterday but now I’m having to write another review because of how they treated me on the phone on Wednesday seriously companies don’t want honest reviews do they???
1 May 2026
Unprompted review
Reply from Van LineDirect
Dear Mr. Barnfield,
Thank you for your review. I am very sorry to read about your experience and the frustration caused throughout your interactions with us.
I can see that the matter was ultimately handled by our Customer Service team, and I do trust that they were able to make things right and make amends for the experience you initially received.
Customer experience is extremely important to us, and I am sorry that we fell short on this occasion. We do genuinely appreciate feedback, even where it is critical, as it helps us understand where improvements are needed.
I hope we may have the opportunity to serve you again in the future with a much smoother experience.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Reply from Van LineDirect
Dear Jenny,
Thank you for your review.
We are pleased to hear that you received great service and found our team very helpful. We really appreciate your kind feedback.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Be aware
Be aware! My renewel premium was held two weeks prior to my renewel date and will take ten working days to be refunded! My bank transaction initially stated pending but it's changed to paid and yet the renewel isn't due until tomorrow!
This is the second review I have left for vanline direct.
No doubt I didn't read the small print
30 April 2026
Unprompted review
Reply from Van LineDirect
Dear Greg,
Thank you for your review. I am sorry for the concern and inconvenience caused, particularly regarding the timing of the renewal payment and refund.
We do need to collect the renewal payment before the renewal date. This is because we must arrange the continuation of cover with the insurer and settle the premium before the new period of insurance begins. If we are unable to collect payment in advance, this could result in the policy not renewing and the vehicle being left uninsured.
Taking payment ahead of the renewal date also allows time to resolve any payment issues or make any requested changes before cover is due to continue. The intention is always to provide a smooth transition into the next period of insurance.
This process is not only outlined within the terms and conditions, but we also send communications in advance advising you of the renewal price and informing you that payment would be collected. Automatic renewal is very common within the insurance industry, and customers are required to contact us if they do not wish the policy to renew.
I am truly sorry for the inconvenience caused, especially regarding the refund. Refunds are issued promptly from our side, but the time taken for the funds to appear back in your account depends on your bank’s processing times, which are unfortunately outside of our control.
I also requested your information via Trustpilot so that I could contact you personally and address your concerns directly, but I did not receive a response. We are always here if you need us and would genuinely appreciate the opportunity to help further.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Reply from Van LineDirect
Dear Wayne,
Thank you for your review.
We are delighted to hear that you found our team brilliant. We really appreciate your kind feedback.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Reply from Van LineDirect
Dear Alan,
Thank you for your review.
We are pleased to hear that you found the service direct and to the point. We really appreciate your feedback.
Yours Sincerely,
Charlie Byrne
Van LineDirect
David was extremely helpful and polite…
David was extremely helpful and polite on the phone
27 April 2026
Reply from Van LineDirect
Dear Shaun,
Thank you for your review.
We are pleased to hear that David was extremely helpful and polite on the phone. We really appreciate your kind feedback.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Great Customer Service – Highly Recommended
I received very good service from the customer sales agent. Even though the price had changed from what was shown online, I am still fully satisfied with the service provided. I would fully recommend them
26 April 2026
Reply from Van LineDirect
Dear George,
Thank you for your review.
We are delighted to hear that you received very good service from our sales agent and that you were satisfied with the support provided throughout the process.
We really appreciate your understanding regarding the price change and are grateful for your recommendation and kind feedback.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Friendly
Friendly, helpful and polite, while providing the most competitive quote on the market.
26 April 2026
Reply from Van LineDirect
Dear Matty,
Thank you for your review.
We are delighted to hear that you found our team friendly, helpful, and polite, and that we were able to provide such a competitive quote. We really appreciate your kind feedback.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Very helpful down to earth and honest…
Very helpful down to earth and honest person I spoke to. Breath of fresh air compared to the previous company I was insured with
20 April 2026
Reply from Van LineDirect
Good Morning,
Thank you for your review.
We are delighted to hear that you found our agent helpful, honest, and down to earth. It is great to know your experience with us was such a positive change.
We really appreciate your kind feedback.
Yours Sincerely,
Charlie Byrne
Van LineDirect
I called to get a quote on my new van
I called to get a quote on my new van, I spoke to Alex, I made a couple of mistakes on my policy/quote details and Alex sorted it all out for me, very patient and understanding, and also got me a discount, highly recommend van line direct, and if I need anything going forward Il ask for Alex,
24 April 2026
Reply from Van LineDirect
Dear Mark,
Thank you for your lovely review.
We are delighted to hear that Alex was patient, understanding, and able to help correct the details on your policy while also securing you a discount. It is great to know you had such a positive experience.
We really appreciate your recommendation and will be sure to pass your kind comments on to Alex.
Yours Sincerely,
Charlie Byrne
Van LineDirect
I called to get a quote on my new van
I called to get a quote on my new van, I spoke to Alex, I made a couple of mistakes on my policy/quote details and Alex sorted it all out for me, very patient and understanding, and also got me a discount, highly recommend van line direct, and if I need anything going forward Il ask for Alex,
24 April 2026
Unprompted review
Reply from Van LineDirect
Dear Mark,
Thank you for your lovely review.
We are delighted to hear that Alex was patient, understanding, and able to help correct the details on your policy while also securing you a discount. It is great to know you had such a positive experience.
We really appreciate your recommendation and will be sure to pass your kind comments on to Alex.
Yours Sincerely,
Charlie Byrne
Van LineDirect
So long winded your insurance companies…
So long winded your insurance companies need to reduce the time I mean how long was it on the phone for? insurance.
18 April 2026
Reply from Van LineDirect
Dear Mr. Treverton,
Thank you for taking the time to speak with me this afternoon.
I appreciated the opportunity to address your concerns directly, and I would like to apologise again for the time taken. We fully appreciate that your time is valuable.
I do hope I was able to resolve this matter to your satisfaction, and we hope for much smoother sailing going forwards.
Yours SIncerely,
Charlie Byrne
Van LineDirect
Call this morning for my van cover
Call this morning for my van cover. Spoke to yian very easy straight fowards would recommend to anyone.
Matthew leek
Lo798095-001
Transit van
22 April 2026
Unprompted review
Reply from Van LineDirect
Dear Matthew,
Thank you for taking the time to leave your review.
We are really pleased to hear your call this morning went smoothly and that Yian made everything easy and straightforward for you. It is great to know you would recommend us.
We really appreciate your feedback, and we will be sure to pass on your kind words to Yian.
Yours Sincerely,
Anna Vida
Van LineDirect
Insurance
Purchased my policy through Confused and had to call VLD to validate. Customer service was great and very informative. I have no complaints and would gladly use again.
21 April 2026
Reply from Van LineDirect
Dear Jordan,
Thank you for taking the time to leave your review.
We are really pleased to hear our customer service team were great and very informative when validating your policy. It is also good to know the process was smooth and that you would be happy to use us again.
We really appreciate your feedback.
Yours Sincerely,
Anna Vida
Van LineDirect
Professional and efficient service
Professional and efficient service. Staff were helpful, took time to go through details and adjusted the price after discussion. Everything handled clearly and without pressure. Would recommend.Thanks
18 April 2026
Reply from Van LineDirect
Dear Grzegorz,
Thank you for taking the time to leave your review.
We are really pleased to hear you received a professional and efficient service, and that our staff were helpful and took the time to clearly go through the details with you. It is great to know the process felt clear and pressure-free, and that any adjustments were handled smoothly following your discussion.
We really appreciate your feedback and recommendation.
Yours Sincerely,
Anna Vida
Van LineDirect
Customer support
I just thought the guys over the phone were very helpful and made insuring my vehicle easier than any other insurance companys
17 April 2026
Reply from Van LineDirect
Dear Hayden,
Thank you for taking the time to leave your review.
We are really pleased to hear our team were very helpful over the phone and made insuring your vehicle feel easy. It is great to know you had such a positive experience.
We really appreciate your feedback.
Yours Sincerely,
Anna Vida
Van LineDirect
As far as I was concerned
As far as I was concerned, I'd set up the van Insurance online, but I received a long call the next day from one of your customer service advisors. I do appreciate these calls can be long and drawn out because of the number of information that has to be checked through but there surely must be one way to speed it up as it incurred on my working days. Apart from that it was ok.
15 April 2026
Reply from Van LineDirect
Dear Mr. Fisher,
Thank you for your review and feedback.
I am truly sorry that the validation call felt drawn out and interrupted your working day. We completely understand that your time is valuable, and we appreciate you taking the time to complete the process.
Our validation procedure is an important part of ensuring customers are correctly insured from the outset. The intention is to help avoid issues later down the line, such as policy cancellations, additional premiums, claim rejections, or voidances. The goal is to get everything right from the start so customers do not experience greater inconvenience later on.
The validation process also gives us the opportunity to approach off-panel insurers where appropriate, which can sometimes result in cheaper rates being offered. Unfortunately, on this occasion, I am sorry that we were unable to improve on the online price.
That said, I do appreciate your understanding and apologise once again for the time the call took. We are working hard to make the process as streamlined and efficient as possible, and feedback such as yours genuinely helps us improve.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Reply from Van LineDirect
Dear Michael,
Thank you for taking the time to leave your review.
We are really pleased to hear you found the service very helpful with good communication throughout. It is great to know you had a positive experience.
We really appreciate your feedback.
Yours Sincerely,
Anna Vida
Van LineDirect
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