Direct Line Avis 

Competitive price and easy to purchase on-line.

All was good and easy to navigate site.

It was a very easy process from start to finish. Everyone I spoke to were very helpful and my repair was done and I was given a complimentary car while mine was repaired. It was a very stress free experience from start to finish. Highly recommended.

Dear friends sharing
My experience
With Direct line and there customer service team i have always understood Direct Line to be one of the UK’s leading insurers, which is why my recent experience has been so disappointing. On 30 October 2026, at around 11:07 pm, a vehicle registered LP24 XSL collided with my car and then left the scene.” I followed the correct process, contacted my insurer, Zego, and was then referred to Direct Line Mobility. My claim was So, your claim was registered under reference 232627331,

which is correct, but unfortunately, the other driver has not responded, leaving me in limbo. The police have said that if he continues to fail to respond, the matter could proceed towards prosecution, and I might need to approach the Motor Insurers’ Bureau (MIB) to pursue compensation. I’m not responsible for your policyholder’s failure to respond, and I shouldn’t be left chasing multiple organisations. I would appreciate Direct Line contacting me directly, explaining properly what’s happening, taking responsibility, putting things right, and providing a courtesy car while my claim is ongoing. I expect professional and prompt handling from a leading insurer. Claim reference 232627331,

incident date 30 October 2026. Post that, make sure the claim reference is right at the top

Was with Prudential for over 20 years great company for house insurance. Then told last year was being moved to Direct Line. Went to review this year & told won't insure us due to underwriting reasons. No explanation why. Haven't had a claim for over 10 years ago. Wouldn't recommend them at all. Was going to do my car insurance & other insurances with them but definitely not now. Don't know why they can't tell you why?

good and efficient.

Online claim forms very easy , overall very happy with service

It was super wonderful..brilliant..fantastic..
Outstanding..Out of this world..
It’s never normally this praise worthy But
In this case ..It certainly was ……

As a multi-policy client of Direct Line for several years I have noticed a significant decline in the service since the takeover by Aviva last year. I have already moved my car insurance to another provider because of the sharp increase in premiums this year and the renewal for my pet insurance is also significantly higher. Claims also appear to be taken much longer than previously and I have just had to wait nearly 10 weeks for a significant claim on my pet insurance to be paid. I am currently awaiting my House Insurance renewal from Direct Line and am expecting that to be much higher too. It seems to have gone from an emphasis on customer service to concentrating purely on profit margins since the Aviva takeover.

It was easy and good to understand what you need ...it shows you when u make a mistake without having to log in and out again

I initially picked Direct Line for my car insurance because I thought it was a well-established, more trustworthy brand, despite being slightly more expensive.
I couldn't have been more wrong!

My claim with them, where my car was hit in the car park and the other party had admitted fault, was so poorly handed that it is mind-blowing that a company so incompetent is allowed to exist.

I opened the claim promptly, I offered them all the necessary info, detailed pictures and the other party's documents. But somehow I still had to chase Direct Line for updates and was treated as an annoyance by their staff whenever I called.

One of my calls to them lasted one and a half hours because I was passed around from one department to another without any reason and had to explain myself all over again. Staff on the other end didn't know why my call was transferred to them, it was a joke.
It was so bad that my formal complaint to them resulted in a financial compensation.

The repair to my vehicle was actually handled ok but they refused to give me the invoice and details of costs. They replaced a ~£3000 headlight that didn't need replacing. The courtesy was charged for 28 days despite me having it for only 14 days. This was borderline fraud.

They kept the claim open for an unreasonable amount of time (considering the other party admitted fault) and that had cost me hundreds of pounds in addition cost on my subsequent insurance policy. Because I obviously did not renew with Direct Line after that.

I wouldn't touch Direct Line with a barge pole.
They are by far the worst insurance company I have dealt with.

Great customer service, efficient and very clear information

For the level of cover required the price was really good. I always like to go with a reputable company too. I always do an extensive search for annual car insurance and Direct Line provided the cover I needed at a fair price.

One phone call and everything was sorted with updates throughout the process. Car was collected on a Friday, courtesy car left and my car was returned the following Thursday.

The insurance premium was very reasonable. I needed to make a claim and the customer service was excellent. The staff were very kind and helpful.

Poor/ difficult negotiations

It was easy to find the insurance cover I required at the price I was happy with. From past experience with Direct Line I have always found them very professional and helpful