Review Time
My experience with Direct Line has been very disappointing.
My insurance policy was cancelled, and I was not given a clear, detailed, or satisfactory explanation for the decision. Communication around the cancellation was limited, and there was little opportunity to clarify concerns or resolve the matter before the policy was ended.
The impact of having an insurance policy cancelled is significant. A cancellation can make it much more difficult to obtain insurance elsewhere and often leads to higher premiums, which is something insurers should be fully aware of. Unfortunately, this potential impact did not appear to be taken into account in how my case was handled.
Insurance customers rely on providers for stability, fairness, and clear communication. Being left suddenly uninsured, without proper explanation or support, was stressful and inconvenient. Greater transparency and customer care would have been expected from a well-known insurer.
Based on this experience, I would strongly encourage others to carefully consider how cancellations are handled and how customers are communicated with before choosing Direct Line as their insurer.
Our cat, Chilli, 18 years old recently died. As an elderly cat he had numerous issues over the years, and had started struggling with breathing and coughing beginning of last year. We did not claim for those vet consults as they were relatively reasonable, just medication for a chronic condition.
Anyway, it gradually got worse and worse, and despite a few other vet engagements (again, not claimed for), we reached a point where nothing was really helping. He was getting worse, and we took him to the vet who tried a more aggressive approach, and when that didn't work and he was starting to show signs of distress a few days later we took him to an after hours vet who did a scan and advised we put him down.
We did so and submitted the claim for these last couple of treatments and his death and cremation.
Direct Line, who we had been paying regularly for over 10 years for pet premiums, thousands of pounds, refused to pay the few hundred for this, on the basis that conditions that last more than a year are excluded.
So basically it means that they don't cover old animals, as that's literally what happens in old age. Avoid these charlatans with no heart! They were quite happy to take premiums on an 18 year old cat, but that's it!
I was looking to renew my car insurance and used a comparison site to find the best replacement for my current car insurance , Direct line were the best value for money providing the exact insurance cover I required beating my existing insurance provider by £100 and included additional benefits at no extra cost
Darwin Insurance / part of Direct Lime …Terrible company when it comes to cancelling an insurance policy when you have sold your car. On a policy costing £390 one month in they offer zero refund. I am not sure that this is even legal!! Avoid!
Seamless renewal although the premium had more than doubled as we did put a claim in for our dog, we didnt have to deal with the claim as direct line dealt direct with our Vet.
After many years away from them, I’m glad that DL have made themselves competitive again. This was not the cheapest policy I found, but the free extras that their competitors charge for sealed it for me.
As a disabled individual, I relied on the company through a mobility scheme after being involved in a road traffic accident in December 2025. Four weeks later, their support has been outstanding. Any issues or concerns were swiftly addressed by their staff via phone, app, or their mobility platform. I was kept informed throughout the process, and the service has been truly professional. What stood out most was the personal treatment I received; I felt respected and valued at all times. There was no blame or discomfort—just genuine assistance from start to finish. This experience, which could have been stressful and upsetting, was made much easier by the company's compassionate approach. From my first contact regarding the accident, I was treated as a person, not just a claimant, which greatly eased my worries. I am incredibly grateful for their honesty and fantastic support. Thank you to everyone involved!
My overall experience was favorable. I encountered two significant water leaks that presented complex issues, requiring plaster removal and drying. There were several quotes to gather and verify. Some elements were managed by a specialized claims adviser, which did cause some delays in the claim process. Ultimately, everything was resolved and handled professionally.
The contractor assured me they would arrange for a builder to address the damage in my home. However, they have accused me of dishonesty. I possess a letter from their contractor confirming they would find a builder for me. They have acknowledged my three complaints, and I am now on my fourth, yet I still have mould on the walls, peeling paint, and plaster falling off from a claim submitted six months ago!
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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.
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