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
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
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
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.
Disgraceful company
Disgraceful company. Paid for my policy upfront. The phoned me a month into it to demand £300 extra with threat of cancellation. I bought my policy elsewhere and told my refund would take upto 73 days. With addional cancellation fee. Trying to blackmail into the addional costs.
14 April 2026
Unprompted review
Reply from Van LineDirect
Dear Mr. Thompson,
Thank you for your review. I am sorry to hear how unhappy you are with your experience.
Following your renewal, it came to light that an insurance claim had not been disclosed. Once this information was identified, the insurer applied an additional premium based on the updated risk information. I appreciate this was frustrating, but I also hope you can understand that, had we been made aware of the claim from the outset, we would have been able to provide a renewal price based on the correct material facts.
We would never want any customer to feel pressured or blackmailed, and I sincerely apologise that this was your perception of the experience. We always want customers to be aware of their available options, including cancelling the policy or seeking alternative cover, as we understand customers will naturally want the most economical solution.
In relation to the refund, these are processed immediately from our side, and the usual timeframe for receipt is approximately 3–5 working days depending on bank processing times, not 73 days. However, where a policy is cancelled, our standard cancellation fee does apply for administering the cancellation with the insurer, which we are entitled to charge in line with our terms of business.
I am very sorry again for the inconvenience caused and hope we may have the opportunity to serve you again in the future with a much smoother experience.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Agent with knowledge and did not as a…
Agent with knowledge and did not as a robot - Kevin Fuller
17 April 2026
Reply from Van LineDirect
Dear Andrzej,
Thank you for taking the time to leave your review.
We are really pleased to hear Kevin was knowledgeable and provided a friendly, natural service. It is great to know you had such a positive experience and felt well supported.
We really appreciate your feedback, and we will be sure to pass on your kind words to Kevin.
Yours Sincerely,
Anna Vida
Van LineDirect
Bunch of crooks
Bunch of crooks. All smiles until you cancel and then demand 100s in cancellation fees. Cheapest isn’t always the best. Go for a company with values instead of these cowboys.
16 April 2026
Unprompted review
Reply from Van LineDirect
Dear Richard,
Thank you for sharing your feedback. I am sorry to read how strongly you feel about your experience.
From what you have described, it sounds as though there may be an outstanding balance following the cancellation of your policy. I requested your information via Trustpilot so that I could locate your policy, review the balance, and contact you personally to discuss this further, but unfortunately I did not receive a response.
Please contact us directly so that we can discuss your concerns properly and work towards a resolution. We would be happy to explain how the balance arose and discuss options available to help resolve the matter.
Yours Sincerely,
Charlie Byrne
Van LineDirect
Sophie was fantastic very professional…
Sophie was fantastic very professional and very friendly.
16 April 2026
Reply from Van LineDirect
Dear Sean,
Thank you for taking the time to leave your review.
We are really pleased to hear Sophie was fantastic, very professional, and very friendly. It is great to know you had such a positive experience. We will be sure to pass on your kind words to Sophie.
We really appreciate your kind feedback.
Yours Sincerely,
Anna Vida
Van LineDirect
Reply from Van LineDirect
Dear Ahmed,
Thank you for taking the time to leave your review.
We are really pleased to hear you had a great experience with us. It is always good to know everything went well.
We really appreciate your kind feedback.
Yours Sincerely,
Anna Vida
Van LineDirect
Misleading and not fluid
Although eventually having to take the policy the process was not fluid and the price increased by 50% from the initial quote which was then engaged and a deposit paid. The policy required validation by way of a telephone call and during this the advisor claimed that the information had been input incorrectly. Luckily I had kept the application form and could evidence that it had in fact been filled out correctly and at this point the insurance cost was lowered but still £200 more than originally quoted and paid for. This was more acceptable but still not i had engaged with. My mood was not lifted upon received the broken down invoice which stated a broker fee of nearly £100. Given my need to cover the vehicle I had to continue with this but I was not impressed at all.
15 April 2026
Reply from Van LineDirect
Dear Mr. Lacour,
Thank you for your review. I am sorry to hear that you found the process frustrating and not as smooth as expected.
During the validation process, it became apparent that there was no entitlement to the No Claims Bonus that had been disclosed online. As No Claims Bonus provides a significant discount to the premium, removing this and re-quoting the policy did unfortunately result in a higher price.
I do appreciate your frustration, particularly after paying the initial deposit. However, the validation process is there to ensure that the information provided is accurate and that the policy is set up correctly with the insurer.
In relation to the broker fee, we are entitled to charge fees for the services we provide, including the arrangement and administration of the policy. This fee is not hidden and is included within the total selling price displayed before purchase.
That said, we genuinely regret that you feel misled and that the process did not feel fluid. We really do appreciate your feedback, as it helps us understand where improvements can be made.
Please do contact us directly if you would like to discuss this matter further. We always want our customers to receive a transparent and positive service, and we hope that if you need us again in the future, your experience will be a much smoother one.
Yours Sincerely,
Charlie Byrne
Van LineDirect
He was so helpful and understanding of…
He was so helpful and understanding of my situation and the confusion I was under. He supported me in order to get a reasonable quote to continue driving. I felt he was very good at putting the customer first.
10 April 2026
Reply from Van LineDirect
Dear Jocelyn,
Thank you for taking the time to leave your lovely review.
We are really pleased to hear you felt supported and understood, especially during a confusing situation. It is great to know the adviser took the time to help you and put your needs first while finding you a reasonable quote.
We really appreciate your kind feedback.
Yours Sincerely,
Anna Vida
Van LineDirect
THE GUY I SPOKE WITH BILLY WAS…
THE GUY I SPOKE WITH BILLY WAS INFORMATIVE HELPFUL AND VERY GOOD AT HIS JOB.
13 April 2026
Reply from Van LineDirect
Dear Callum,
Thank you for leaving such a lovely review.
We are really pleased to hear Billy was informative and helpful. It is great to know you had such a positive experience. We will be sure to pass on your kind words to Billy.
We really appreciate you taking the time to share your feedback.
Yours Sincerely,
Anna Vida
Van LineDirect
Reply from Van LineDirect
Dear Steven,
Thank you for taking the time to leave your review.
We are really pleased to hear you received great service. It is always good to know you had a positive experience with us.
We really appreciate your feedback.
Yours sincerely,
Anna Vida
Van LineDirect
The guy I spoke to on the fone couldn't…
The guy I spoke to on the fone couldn't have been more helpful,
After explaining at the beginning of the conversation that I was in a bad signal area and I may lose signal altogether,he was as thorough and quick as possible altogether a great experience with something as boring as insurance renewal .....Brilliant 5 *****
10 April 2026
Reply from Van LineDirect
Dear Stephen,
Thank you for taking the time to leave your review.
We are really pleased to hear the person you spoke to was so helpful and took the time to work with you given the poor signal. It is great to know he was thorough, quick and made what can often feel like a dull process much easier for you.
We really appreciate your feedback and 5 star rating, and we will make sure that your kind words are passed on to the team.
Yours sincerely,
Anna Vida
Van LineDirect
I am happy about Van Linedirect…
I am happy about Van Linedirect Customer service are very friendly and helpful I am more than happy thank you
9 April 2026
Reply from Van LineDirect
Dear Daro,
Thank you for taking the time to leave your review.
We are really pleased to hear you are happy with us and found our customer service friendly and helpful. It is great to know you feel more than happy with the experience.
We really appreciate your feedback.
Yours sincerely,
Anna Vida
Van LineDirect
Absolute disgrace
Absolute disgrace, tried to say I was lying on my actual quote & said I'd not specified I wanted commuting so tried to charge extra, tried to up my excess & change my mileage, when I cancelled I never got all of my money back & they said they'd paid it to a different card which they hadn't, this company should not be allowed to operate!!! Absolutely appalling!!
31 March 2026
Unprompted review
I choice this company because they are…
I choice this company because they are offering a queke response and great costumer service
6 April 2026
Reply from Van LineDirect
Dear Costea,
Thank you for taking the time to leave your review.
We are really pleased to hear you chose us because of our quick response times and great customer service, and that we delivered a positive experience for you.
We would also really appreciate your thoughts on what we could have done to make this a 5 star experience. If there is anything we could improve going forward, please do let us know.
Yours sincerely,
Anna Vida
Van LineDirect
Reply from Van LineDirect
Dear Adrian,
Thank you for taking the time to leave your review.
We are really pleased to hear you had such a fabulous experience and that you would definitely use us again.
We really appreciate your feedback.
Yours sincerely,
Anna Vida
Van LineDirect
Reply from Van LineDirect
Dear Lee,
Thank you for taking the time to leave your review.
We are really pleased to hear you found the team very helpful. It is great to know you had a positive experience with us.
We really appreciate your feedback.
Yours sincerely,
Anna Vida
Van LineDirect
Reply from Van LineDirect
Dear Gary,
Thank you for taking the time to leave your review.
We are really pleased to hear you found the person you dealt with great and easy to work with. It is always good to know the service was straightforward for you.
We really appreciate your feedback.
Yours sincerely,
Anna Vida
Van LineDirect
Reply from Van LineDirect
Dear Mark,
Thank you for taking the time to leave your review.
We are really pleased to hear you found the process very easy and that everything was quickly sorted for you. It is also great to know you were happy with the service overall.
We really appreciate your feedback.
Yours sincerely,
Anna Vida
Van LineDirect
worst customer service.
worst customer service.
They never answer the phone at all.!!!!!!
Have 3 vehicles with them that I am moving to another supoplier.
4 April 2026
Unprompted review
Reply from Van LineDirect
Dear Mr. Pucill,
Thank you for taking the time to speak with me this morning. It was good to address your concerns directly and begin working towards resolving the issues you have faced. I look forward to bringing this matter to a satisfactory conclusion for you.
Thank you again for your patience and understanding in the meantime. I look forward to catching up with you again shortly.
Yours Sincerely,
Charlie Byrne
Van LineDirect
The blokes on the phone were very…
The blokes on the phone were very helpful and willing to get me to the cheapest quote they could come up with.
4 April 2026
Reply from Van LineDirect
Dear Harry and John,
Thank you for taking the time to leave your review.
We are really pleased to hear the team were very helpful and willing to find you the cheapest quote they could. It is great to know you felt supported and got a good outcome.
We really appreciate your feedback, and we will make sure that your kind words are passed on to the team.
Yours sincerely,
Anna Vida
Van LineDirect
Team went out of there way to get the…
Team went out of there way to get the price as low as possible for me
2 April 2026
Reply from Van LineDirect
Dear Liam,
Thank you for taking the time to leave your review.
We are really pleased to hear the team went out of their way to help get the price as low as possible for you. It is great to know you felt supported and happy with the outcome.
We would also really appreciate your thoughts on what we could have done to make this a 5 star experience. If there is anything we could improve going forward, please do let us know.
Yours sincerely,
Anna Vida
Van LineDirect
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.