Direct Line Avis 

Fantastic and trusted insurance company

Found the experience very straightforward and easy to follow online .

Great competitive price and all cover needs met.

Today went online to go compare the market looking for car insurance so an online new customer quote .
Get an hour and a half being sent round in circles with the online pages being very unhelpful and not straight forward and very hard to navigate.
The website had a fault so I called the direct line phone number and like everything these days the telephone numbers are not easy to find. First I got put through to the automated service which apparently doesn’t understand English ,Eventually I got through to the most unhelpful person on gods great earth. I explained that there was something wrong with the online service and you would of thought that being a new customer they would of bent over backwards unfortunately I encountered a rude unpleasant individual who wouldn’t help at all , even after explain I needed help several times .
Because it was an online quote he as a telephone service had no interest at all guiding me through the problems on their own website and told me that they wouldn’t know how to help
So I put the phone down and called back again explaining that I needed help only to find another rude and extremely in help person again !!!!
If this is how they treat new customers I dread to think how they treat existing customers.

DIRECT LINE NEED TO GET THEIR ARSES BACK TO THE SCHOOL OF POLITENESS AND HELPFULNESS FOR ANOTHER TERM.
Sometimes the older and challenged people on this earth need a little help at online forms And as a company your staff should be there to help.
YOU AS A COMPANY SHOULD BE ASHAMED AT THE LACK OF HELP YOU SHOWED ME AND MY PARTNER TODAY !!

SHAME ON YOU DIRECT LINE
BIG BLACK DISGUSTING UNHELPFUL STAR 4 YOU 💩🙁☹️☹️

The company should stop using Activate Accident Repair in Nottingham. Twice, they returned my car in a state declared by my mechanic as dangerous to drive.

Good service. Competitive pricing. Very helpful when I had to make a claim.

Easy to navigate through the site and select what i needed as cover. Of course total price helped my decision. The App is easy to use.

45 minutes waiting for someone to answer a phone. My time my money. Employ more people. Bots cant handle evrything

A high rated policy at a competitive rate.
Easy to set up through Confused.com.

Very good price & very easy to insure my car

Price was reasonable and website was easy to navigate.

Recently tried to renew my car insurance and was rejected 😔😔😔. Other parties were fine for quotes. On top of this I constantly receive between 5/10 email which are ridiculous!! Specially I was with them before.

I received a letter from Direct Line (DL) informing me that you were merging with Aviva. However, the letter contained several errors in my personal details, including incorrect capitalisation of my name and an incorrect town in my address. As I do not currently hold a policy with Direct Line, this immediately raised concerns about potential identity theft or fraudulent activity involving my personal information.

I contacted Direct Line to clarify the situation, but the experience was extremely frustrating and concerning. I was passed between multiple departments and had to explain the issue repeatedly. On two occasions, I was disconnected, and I spent over two hours trying to obtain a clear answer.

I requested to speak to a manager but was told that none were available. I then asked to speak to the complaints department, only to be transferred to yet another department. Despite the letter being clearly addressed to me, albeit with errors, the staff I spoke to were unable to locate any policy linked to it and could not explain why the letter had been sent in the first place.

I remain extremely concerned that someone may have taken out a fraudulent insurance policy using my name and address. After spending over two hours trying to resolve this matter, I have received no clear explanation or reassurance.

It did not help that I was speaking with an call centre clearly based in India, where I had to constantly speak each word phonetically due to the language barrier, which also added to my frustration.

I consider this a serious matter involving the potential misuse of my personal information, compounded by the poor customer service and lack of accountability I experienced.

Very competitive price compared to my previous company at renewal. Could actually speak to customer services and also get insurance papers in post in physical form, which is what I want.

good communication easy to understand. I do not have a printer to print out policy there was no problem in sending one in the post and it is easy to understand
thankyou

I explained my problem straight away all worries were taken away from me.
Evert part of my clain was completely stress free

Absolutely appalling to use, getting through to someone to speak to was next to impossible (to buy a policy) and then they needed a policy number to be able to sell me the policy in the first place. What?

It was very easy to go through the questions and muti choice answers

great customer service at a price which is not too scary. no they are not the cheapest but the service was excellent and the questions answered helpfully. changes I needed to make were done without fuss and in a very helpful way