had problems with the app, which required two devices for verification . price was good over £300 better than my budget renewal, but refuse to send a paper certificate, and the chatbot is a wast of ti... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Fast response regarding the repair however you need to be more proactive when a claim has been settled. We were disappointed with the length of time . To know it wes resolved.
Company replied
I'm happy with the experience with applying to insure our home with Direct Line. I look forward to a car insurance quote with you,due in September.
Company replied
After being left without cover for almost 2 weeks and only after receiving a letter from Direct Line telling me that I was no longer insured I went into immediate panic mode! I’m 81 years old a... See more
Company replied
Company details
- Insurance Company
- Auto Insurance Agency
- Home Insurance Agency
- Pet Insurance Company
- 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
33K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
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I registered my claim online on Monday
I registered my claim online on Monday, my car was collected Tuesday morning and a courtesy car delivered the same time. My car was fixed and returned within 7 days and I was updated daily by the garage. The garage were extremely helpful, they made everything so easy for me and were very understanding.
July 1, 2026
Unprompted review
Very productive phone call
I spoke to the call handler to ask about the increase to the cost of my home insurance. She was able reduce my price and increasecthe status of my policy. Very helpful.
July 14, 2026
The cover for the price was excellent
July 11, 2026
Unprompted review
It was easy to use
July 3, 2026
Unprompted review
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
Service on phone was very helpful and…
Service on phone was very helpful and the quote was fair that's why we stayed with direct line
July 14, 2026
Reply from Direct Line
Hi Barry. We're so glad our team was helpful on the phone and that you found our quote to be fair. We appreciate you choosing to stay with us! Rachel
I received excellent service
Excellent service and aftercare would recomend to anyone who needs insurance
July 3, 2026
Unprompted review
Reply from Direct Line
We're delighted to hear you had such a positive experience with our service and aftercare. Thank you for recommending us! Nathan
From the start of the claim to the…
From the start of the claim to the repair of our vehicle everything was explained step by step.Dealt with quickly and professionaly by advisors and repairers.Couldnt fault the service provided in any way
October 15, 2025
Unprompted review
Reply from Direct Line
We're so pleased to hear that everything was explained clearly and that our advisors and repairers handled your claim quickly and professionally. Thank you for your wonderful feedback. Nathan
Reply from Direct Line
We're glad everything was straightforward, Joy. Thank you for the five-star review. Nathan
All good very straight forward
July 14, 2026
Reply from Direct Line
We're so happy to hear that everything was straightforward for you. We appreciate your kind words! Thank you for the five-star review. Nathan
Impossible to log in
Impossible to log in, a nightmare and your email that doesn't reply, hopeless.
July 14, 2026
Reply from Direct Line
We are truly sorry to hear about the difficulties you experienced with logging in and our email response. Please send us a message using the link below and we'll be happy to help. Nathan
m.me/directlineuk
Very easy to obtain
July 11, 2026
Reply from Direct Line
Hi Raymond. We're glad to hear that you found the process straightforward. We always aim for ease of access for our customers. Thank you for the five-star review. Nathan
Got the cover I wanted at a reasonable…
Got the cover I wanted at a reasonable price, had a slight hiccup on my part, cover start date indicated by me was 3 days beyond the actual date, the start date couldn't be altered ? So had to cancel and then start another policy - seemed a long way around the problem, but all sorted in the end.
July 11, 2026
Reply from Direct Line
We appreciate you sharing your experience with us. We understand that the process of adjusting the policy start date was not as straightforward as it could have been, and we acknowledge the inconvenience this caused. Thank you for your review. Nathan
Reply from Direct Line
We're so pleased to hear you found our service easy to use and that our car insurance calculation was great. Thank you for your positive feedback! Nathan
Reply from Direct Line
We're glad the renewal was easy, Max. Thank you for the positive review. Nathan
very helpful
June 23, 2026
Unprompted review
Reply from Direct Line
We're always here to help, Thomas. Thanks for giving us five stars. Aston
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