directlinesaccident

Absolutely shocking. A 25% increase in my unchanged, no claims made policy. To receive a call from someone who barely had the grasp of the English language, from a noisy call centre in god knows where! Explaining how the cost of living, inflation, world economics and every excuse under the sun impacted my policy. My policy was ended via email during the call!! I’d strongly advise your training department to review my call (you have recorded it). Learn English, because I’m in England and only speak English. 👎after many loyal years, treated like 🚮

Realy disappointed with the service. I have been a regular customer for over 20 years and in April 2026 they have doubled my car insurance going for around £56 per month to around £115 per month, after checking i have found a much better deal at around £50 pre month, I rang and Direct line could only reduce the bill to around £105 per month. so I have now canceled my insurance and gone elsewhere, the customer service member from direct line even agreed that this wasn't great deal and apologised which I think shows how bad the current state direct lines prices are in. Will be cancelling everything with direct line over the next few months.

WARNING: TERRIBLE SERVICE & INCOMPLETE REPAIRS Avoid Napier Motors Limited at all costs. They returned my Mercedes E-Class claiming it was "fully finished," but their work was completely substandard and incomplete. 1. They fitted an incorrect specification driver-side headlight (right side) that glowed a dim, ugly yellow, which completely mismatched the original factory left headlight. 2. They failed to do any proper diagnostic coding, leaving critical safety and temperature errors flashing on my dashboard. 3. They completely refused to install the new front bumper splitter I provided. When I complained, their Customer Relations team —specifically Katie Worman-was incredibly rude and unhelpful, bluntly telling me, "We are not going to do anything." Because of their absolute refusal to fix their mistakes, I had to take my vehicle elsewhere and pay to have it repaired properly myself. They take your money, lie to your face, and provide disgraceful customer service. Avoid this garage if you value your time and safety!

Avoid Direct Line at all costs. Stayed loyal for a full year (policy covered myself and my wife), paid well above market rate the whole time — and at renewal they only dropped the price from £115/month to £90/month, calling it their "best offer," while every comparison site showed equivalent cover for ~£55/month elsewhere. When I asked about a proper discount for a year of no claims, they quoted £1,900/year for the same maximum cover package I already had. To make it worse, their bundled breakdown cover (Green Flag) is just as bad. My car battery died parked outside my own house — instead of trying a jump start, they quoted £150 for a callout, more than the cost of a brand new battery (£100). Terrible value, terrible breakdown service, zero loyalty rewards. Don't waste your money — go anywhere else.

As a Direct Line customer I have paid into a home Insurance policy with Direct Line for multiple years. During storm Dave in April my garage roof was badly damaged. I provided the insurer with a builders report and quote for the repair. I have evidence of the structure before and after the event. In the evidence you can see the roof is in a good condition before the storm, after the storm you can clearly see the storm damage. The builders report I have states the storm caused the damage to the roof and details how it happened. This was my first claim with Direct Line, they have declined my claim. Siting existing damage to the structure is not covered. The evidence I have clearly indicates it was all due to storm damage. No existing damage was present. I will be taking my claim further.