It’s an okay insurance company. I have had home insurance with this company and car insurance. They are perhaps very much a ‘hands off’ company as far as customer care is concerned, also with dire... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Very helpful on resolving my issue with renewing car insurance ,could not fault operator who took my call But would have preferred best quote first without having to phone
Company replied
After telephoning saying could get cover cheaper was offered it at better price which i accepted just thought could have done this price in first instance
Company replied
Searched saw what I liked eventually and settled on this insurer, as it seemed so easy to organise; the price and policy I chose was ideal for my needs as well
Company replied
Company details
- #112 of 138 best companies in Insurance company
- #53 of 69 best companies in Car and Motor Insurance Agency
- #34 of 44 best companies in Home Insurance Agency
- #22 of 33 best companies in Pet Insurance Company
- #61 of 66 best companies in Travel Insurance Company
Written by the company
Direct Line has been insuring cars for 40 years. From small beginnings, we’re now one of the UK’s biggest insurers, with more than 10 million customers. We offer a range of products, including home, pet, and business insurance, that you can get online, on our app, or over the phone. For many years, we prided ourselves on only dealing directly with customers, but as insurance has evolved, so have we, and you can now buy some of our policies on Price Comparison Websites. We always put our customers first, that’s why we make it easy to manage your insurance online so you can spend more time on the things that matter.
Direct Line
Written by the company
- Direct Line began an insurance revolution. We started from scratch in the UK in April 1985 with a single product – car insurance, and just one way for our customers to buy – over the telephone. It was a revolutionary time as out went the middlemen, the forms and the jargon. In came speed, simplicity and a common‐sense human touch. And today we’re still revolutionising insurance. We have over ten million customers and a broad range of products and services over the phone and on the Internet.
Contact info
United Kingdom
- www.directline.com
4.3
Excellent
31K reviews
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Knowledgeable member of staff
Knowledgeable member of staff - explained everything and answered my questions clearly
12 May 2026
Reply from Direct Line
We are so glad to hear our colleague was knowledgeable and answered your questions clearly. Thank you for sharing! Paddy
It was fairly easy to answer the…
It was fairly easy to answer the questions and sort out the new policy
11 May 2026
Reply from Direct Line
We're glad it was easy to answer the questions and sort out your new policy. Thank you for your review. Paddy
The service my elderly mum (75)…
The service my elderly mum (75) received was by far nothing short of diabolical. What should have simply been a bathroom leak repair turned into an episode of faulty towers leaving her for over five months
with no bathroom facilities and a portaloo in the back garden. Although Direct Line did, as far as I understand, try to resolve the issues with the assigned contractor (Praters) this was extremely slow causing distress and anxiety to my mum both physically and mentally. I do have to say that Karen from Sedgewicks was an absolute pillar for us and if I had been scoring on her services only it would have been a perfect score!
15 September 2025
Unprompted review
Reply from Direct Line
Thanks for getting in touch, and I'm really sorry to see what's happened, and how that's had an affect on your mum. I’ve left a link to our website below, where you can raise this as a complaint and find more information about our complaints processes. We have several ways to raise this, including an online complaint form available on the site. Once we’ve received your complaint, one of the team will be in touch to try and resolve this with you. Paddy
https://www.churchill.com/contact-us/complaints
Very friendly and helpful person who…
Very friendly and helpful person who listened and was able to help.
14 May 2026
Reply from Direct Line
We are so pleased our team provided such helpful and friendly service. Thank you for your kind words! Paddy
Good Policy and Easy to Renew
The policy provided the cover I needed and it was very easy to renew.
11 May 2026
Reply from Direct Line
We are glad the policy met your needs and that renewal was easy. Thank you for your feedback. Nathan
Reply from Direct Line
We are glad we met your needs. Thank you for your kind words and for the five-star review. Nathan
Reply from Direct Line
We're glad we could help and sort the claim quickly. Thank you for the five-star review. Nathan
It's nice to have feedback
It's nice to have feedback, rather than just take my money and forgotten about
14 May 2026
Unprompted review
Reply from Direct Line
We are so glad to hear you appreciate our communication. We value your feedback! Nathan
Excellent service
Excellent service
Polite and understanding
Nothing was any trouble
Made you feel at ease with your claim
Kept updated about how long car would take to be repaired
Easy to make the claim
14 May 2026
Unprompted review
Reply from Direct Line
We're so pleased to hear we made your claim process easy and stress-free. Thank you for your wonderful feedback. Nathan
Car insurance
The cover I required was affordable and the process was pretty straight forward.
3 May 2026
Unprompted review
Reply from Direct Line
We're pleased the cover you needed was affordable and the process was straightforward. Thank you for your feedback. Nathan
Very polite and helpful
13 May 2026
Reply from Direct Line
We appreciate you sharing your experience with us. We are so glad to hear that we were helpful and polite. Nathan
Beware claim Payment is low
Nice people to deal with, but they only paid out 1/3 of the cost - an unreasonable amount as no contractor could get even close to that amount
They may be cheaper than some - but if you need to claim then beware. I was £2k short on the amount it cost
2 February 2026
Unprompted review
Reply from Direct Line
We appreciate you bringing this to our attention. We're sorry to hear that the claim settlement didn't meet your expectations and left you with a significant shortfall. If you wish to discuss this further, please contact us. Nathan
Reply from Direct Line
We're glad it was easy to complete online. We appreciate you taking the time to share your feedback with us. Nathan
Reply from Direct Line
We're glad the service has been friendly, Amanda. Thank you for the five-star review. Nathan
A nightmare flood in the early hours
On February 1 at 4am our flat was being flooded from the flat upstairs from a leaking washing machine. From the get go Direct Line have been incredibly helpful both Content & buildings insurance. We are now several days from completion of the claim. Any time I had a question it got answered. Thank you Direct Line for making this claim go so smoothly.
1 February 2026
Unprompted review
Reply from Direct Line
We're happy to hear that we could help when your flat was flooded. It's great to know our team answered your questions and made the claim process smooth. Thank you for your positive feedback. Nathan
A well known company & good name
Their site is clear and so far they have made the process easy. However time and experience only will truly tell…
1 May 2026
Unprompted review
Reply from Direct Line
We're happy to hear that our site is clear and the process has been easy thus far. We appreciate your feedback, and we look forward to continuing to meet your expectations. Nathan
Reply from Direct Line
We appreciate you sharing your feedback; we are so happy you think our product is great and has the best prices! Nathan
Excellent all round online experience.
Excellent all round online experience.
Many thanks Andy
12 May 2026
Reply from Direct Line
We're happy to hear that you had an excellent online experience. Thank you for your positive feedback; we appreciate it greatly. Nathan
Reply from Direct Line
We appreciate you sharing that our service was easy to use. Thanks for your five-star review; we value your feedback. Nathan
Reply from Direct Line
We're glad our contact process was quick and easy for you! Thank you for your feedback; it means a lot to us. Nathan
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