Whilst direct line offered my a great price for the cover that suited my needs you really do need to check that the cover does actually cover what you need. For example the Essentials Online policy DO... 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
Wasn’t sure my vehicle insurance went through online. After the call the representative assured me all was ok. I received my vehicle insurance and Cover documents within the next few minutes.
Company replied
I rang several times over a period of 2/3 weeks whilst looking into House Insurance for current year. The staff never pushed me into accepting the renewal. They were always helpful, friendly and if... See more
Company replied
I like dealing with Direct Line. They do give an excellent service, however I will always shop around despite being with DL for a number of years (car & home ins). In the end for car insurance renew... 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
32K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Reply from Direct Line
We're glad our website was quick and easy to use, and our prices were satisfactory. We appreciate your feedback. Alex
Wrong policy given online
Wrong policy given online. Caused immense stress. Had to ring. Not easy as no phone number given online. A very good chap called Matthew helped me. Full marks to him.
Great shouting about no paper being used. I WANT a paper copy of insurance to keep in my car just in case I need it. I am considering not insuring with you next year because of all the hassle. I need to talk to a human and not be pressed to do this online especially when I find that the error was yours.
26 May 2026
Reply from Direct Line
Hi Rosemary. We appreciate you sharing your experience, and your feedback about how we send documents. We are concerned to hear about the policy issue and the difficulty reaching us. Your feedback is valuable to us, as we continuously aim to improve. Rach
Straight forward and easy process.
26 May 2026
Reply from Direct Line
We're glad the process was easy for you. Thank you for your feedback! Alex
Reply from Direct Line
We're glad our forms were easy to complete and you found a great price for your insurance. Thank you for your feedback! Alex
I shopped around for the best deal
I shopped around for the best deal, Directline met my requirements and it was easy to swap providers.
23 May 2026
Reply from Direct Line
We're so glad we met your requirements and made switching providers easy. Thank you for your positive feedback! Alex
The staff are consistently helpful
The staff are consistently helpful, polite and supportive.
9 April 2026
Unprompted review
Reply from Direct Line
We're so pleased our team was consistently helpful, polite, and supportive. Thank you for your kind words. Alex
I have the cover i need
25 May 2026
Unprompted review
Reply from Direct Line
We are glad you found what you needed. We appreciate your positive feedback. Alex
Renewal nightmare
I have been with DD for a few years now. Received my renewal and wanted to speak with someone regarding my semi retirement and my wife being the main driver now. I tried to find a phone number and 5 of them were the wrong department and they tried to pass me through but it was a 15 to 20 minute wait and when I passed my number for a call back the message gave me a different number to what I had given and I could not change this number.
After 35 minutes of trying to speak with someone I just gave up and went to a broker and paid their commission.
If all your details are the same then no problem but if you have some differences and want to talk to someone be warned it is not easy.
26 May 2026
Unprompted review
Reply from Direct Line
Hi Terence, thanks for your review and feedback. If it's Direct Line you're insured with, please send us a Facebook message on the link below and we can help with your renewal. Alex
m.me/directlineuk
Straightforward process.
Straightforward process with useful intuitive website. Very reasonable price for a well established & trusted insurer.
22 May 2026
Reply from Direct Line
We're happy you found our website straightforward to navigate, Bob. We appreciate your feedback. Kirsty
Was easy to understand and the prices…
Was easy to understand and the prices were competitive. Have used others before but was confused
16 May 2026
Unprompted review
Reply from Direct Line
It's important to have the right cover for the right price, Barbara, and we're pleased you found that with us. Kirsty
Reply from Direct Line
That's great to see, Elizabeth. Welcome to Direct Line. Kirsty
Competitive Quote
I've just renewed my car insurance. They gave me a very competitive price. The proof of the pudding will be when I have to make a claim ( hopefully never ) So all is good.
26 May 2026
Unprompted review
Reply from Direct Line
We hope you won't need us, George, but rest assured we've got you covered if you do. Thank you for your ongoing custom. Kirsty
The whole process of renewing my Home &…
The whole process of renewing my Home & Contents insurance was the easiest I’ve ever encountered. At my age particularly that was really helpful.
22 May 2026
Reply from Direct Line
We're so pleased renewing your insurance was such a smooth and easy process for you, Eileen. Kirsty
The lady was very help full and did not…
The lady was very help full and did not make me feel silly
23 May 2026
Reply from Direct Line
Our team are there to help, Cheryl, and we're pleased they could reassure you with your query. Thank you for stopping by with a review. Kirsty
👎🏻Not good company lost your time whit…
Not good company lost your time whit this
22 May 2026
Unprompted review
Reply from Direct Line
We're concerned to see we've left you feeling this way, Daniel. Please get in touch with our Facebook team and let them know what's happened. We'd like to help. Kirsty
m.me/directlineuk
Reply from Direct Line
We appreciate your top-mark review, Karen. Kirsty
Reply from Direct Line
Just as insurance should be! Thanks for insuring with Direct Line. Kirsty
Easy and the best value
21 May 2026
Reply from Direct Line
We hope you saved by joining us, Susan. Welcome on board. Kirsty
Reply from Direct Line
We're pleased you're happy with our service and found our site easy to use. Thank you for your comments, Lynne. Kirsty
fast
fast, easy to understand and compare quotes. Once application was accepted the rest was very quick. Hope this is the case of I ever have to claim!!
22 May 2026
Reply from Direct Line
We pride ourselves on our service, Rob. Thank you for choosing Direct Line. Kirsty
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.