Direct Group Limited Avis 

The worst customer service ever!! Constant delays on their side with the progression of the claim. Constantly having to chase them up due to lack of response from emails. It took over two months to receive a replacement phone. I cancelled my policy with them due to the utter incompetence, to then receive an email to say I’m tied in for a further 12 months and I either pay the term in full or they will be taking me to a debt collectors. Had I known they were the broker to Tin-Hat I’d have stayed clear!!

Very bad company been fob upside down left to right this company is not insurance they only handle the claim they will make excuses up for not paying check your policy wording be fore you buy poliicy total rubbish company robbin bas**d a*s h*les it doesn't give me option for 0star otherwise i would give a BIG 0

What should have been a simple insurance claim started in early August has proved to be a protracted saga of delays, incompetent customer service and continuous hassle which has just been settled (unsatisfactorily) in early November 2019. During this period I have wasted over three hours on the phone (mainly listening to music) trying to resolve complaints with numerous Direct Group staff, including payment of the claim which was made six weeks later than promised by their Claims Department. This company is definitely the worst for customer service that I have had the misfortune to deal with.

Preston claims are complete and utter cowboys. Every pre-conceived notion of unscrupulous underhand insurance companies they reinforce. Avoid at all costs!!!

What a shower!!! They have been dealing with my claim since August
The amount of emails that have been exchanged is ridiculous
I am having to chase them constantly, then they fob you off claiming they are waiting for details, which I know that they have.
Wondering how many more times I need to contact them before the claim is settled!!?????
Joke of a company

They are absolutely full of shame, they wont tell you anything regarding the claim you made besides one thing....its with underwriter m*th*rf*ck*rs......

Honestly worst insurance company I’ve ever dealt with and that’s coming from being an insurance underwriter myself. Paid £130 upfront for phone insurance claimed then had to pay another £75 excess got a new phone, new phone loudspeaker didn’t work called them sent it back under warranty, they declined saying it had a scratch on the screen so wouldn’t cover it as I had dropped it. I hadn’t dropped it I even sent pictures before do not use this company!!!! Also was without my phone for 10 days with no feedback
So angry and will be taking it forward

Utterly terrible.
Slow and incompetent claims service and I will not be renewing my policy next year simply because of their involvement.

I've never come across a more deceitful and underhand company than tinhat and the entire direct group. The company motto is 'profit first'. Quite happy to take my premium then messed me around for months after I had to make a claim. I am still without a working phone and having to take them to the financial ombudsman. Be warned: they will ignore you and come up with excuse after excuse.

I would give zero stars if possible.

Avoid the whole direct group

Shambolic, corrupt, charlatans... Time will tell which of these are most accurate.
I was told my camera and lens would be replaced with new items. A Nikon D500 was offered as was a 60mm Micro Nikkor 2.8D.
Their portal only showed the Camera and phone.
A replacement was shown for the camera and an assesment booked for the phone which I sent recorded delivery.
The lens was missing. I alerted them to this and now the camera replacement has been withdrawn and they expect me to wait at home between 9-6 on a work day to collect the damaged items for inspection!
After being told the model of the camera which replaced my older model, I have already purchased accesories for the D500. I hope they stay true to their original word and the statements they made on the previous calls, which were obviously recorded.
I really could do without having to go back to Zurich and complain!

Unbelievably dreadful service, delays, lies, misdirection, these guys must be paid by the hour.
Three weeks into a simple claim and I’m still waiting for a reply. Every time you talk to anyone you get a different answer.
I’m with Direct Line but will not be renewing either of my policies and in future I’ll find out if an insurance company outsources to this shower before I commit to purchasing a policy.

In total took about 4 weeks to even get a answer from them.

After this wait and sending loads of information the claim was accepted and paid out same day. Account manager was always polite and explained about being so busy with claims they need to do them in order.

This company is a useless excuse for one! Very very poor service. You speak to them 100 times and you are told 100 different lies. No internal communication whatsoever! Rude and unprofessional!
And about paying out claims, you would wish you had never dealt with them in the first place.

Disgusting company. Will use every loophole possible to pay you back as little as they can and offer next to no help.

Took 2 months to manage a simple phone claim, lost my details, never called me back, left on hold for 45 minutes when someone did answer, told different stories by different agent sometimes just outright lies, accused of trying to defraud them after their own internal miscommunication caused a mix up.

Over two months later I'm still wasting hours a week chasing them up to see if they recieved documents they requested after being promised callbacks.

Avoid like the plague. No redeeming features and uncaring about any complaints.

My drain collapsed at my property in June. This was fully covered by insurance and I was told this immediately. I was grateful as I had never had to claim anything on insurance ever before. However, am still no further on. Am unable to use my kitchen or washing machine with family of three children. Customer service is appalling. No calls ever returned, told lies when I ring of all staff members emails are never answered a Manager or complaints department has never returned any calls. So although I was grateful work was covered by insurance, nothing has ever been done and drain remains collapsed under my property, no work has been authorized or organised. I can only hope this will be resolved. I would urge anyone to avoid any dealings with this company. Is worst experience I have ever encountered. Do not use them

A bunch of cowboys - they take your cash and then wheedle out of paying by directing you to the 'small print'. Our plaster and lath ceiling collapsed due to the extreme hot weather and there's a reference to 'dry' and 'light' and 'damp' and etc, etc as exclusions in the policy - so 'a contract in good faith' goes out the window. Avoid like the plague unless you want dubious cover, delays in response and overworked / stressed call handlers who get tired of saying no.... Read the other reviews - I wish I had...

Staggeringly bad customer service , no one answers the phone and it rings for hours at 7p per minute , still not been paid for a lost key insurance claim four months ago and I get the feeling this is the norm as they hope you will just give up , not likely ! I will start legal proceedings within the next few days to end this nonsense and I will be asking for costs .

A trustpilot score of just one speaks volumes .

I’m a contractor who is owed £10,000 as a final payment and have so far waited 5 weeks for a payment into my bank !!!
This is absolutely disgusting the way they are dealing with this payment ......i owe a contractor money ,i have a mortgage to pay and I’m now in serious trouble with my finances due to the behaviour of this company .........next week I’m personally driving upto there offices and I’m going to speak to there management in person ........
Just why this insurance company is behaving in this way ,I’m not sure ,i assume its all about keeping money in there accounts until you issue legal action against them !!!! They know exactly what they are doing and how to manipulate late payments to work in there favour .........
Direct Line .........Please have a think about your moral obligation here ,in what effect it has on me as a small independent contractor 🤨😕

Awful service from an insurer......my home insurance still has not paid out after 8 months of having to relocate.
Never purchase insurance with this vendor!